Koch Ford Lincoln

Deceptive, Subpar Quality Autobody Work To preface: Never have I felt strongly enough to write a negative review of a business, but the service and quality of work I received at Koch Ford Li To preface: Never have I felt strongly enough to write a negative review of a business, but the service and quality of work I received at Koch Ford Lincoln was egregious, and hope my review here can help at least one person make a better informed choice of this shop. Summary: Unfortunately can't attach pictures on this site (although will attach them to a google review), but had my bumper and right-rear quarter panel painted a completely different colour. When I picked-up the vehicle post-repairs, it was tightly backed up against a fence in-between two vehicles obscuring the work, and it wasn't until I drove home that I realized how bad the job was. After calling them and trying to resolve this as an honest mistake, 1-month down the road and countless hours later, they've since refused to acknowledge their work was done poorly, apologize for or take any accountability to fix it. My insurance company paid $2900 for this, fortunately all covered, and will be paying more money now to have this corrected at a more legitimate autobody shop (quoted $1500 at another shop to re-paint what they did). Details: My vehicle was rear-ended, and it's right posterior quarter-panel scratched. I brought it into Koch-Ford due to it's convenience off Gateway, and the fact it was listed as a preferred shop for my insurance company. They assessed the damages, made a quote and sent it to my insurance company where it was subsequently approved. Brian, the assistant shop manager, told me he would contact me when the parts were in. After over a week, I called the shop to inquire on the parts status; merely a bumper & one bracket. Brian acknowledged it had been a busy week and had forgotten to follow-up on ordering the parts. Not a problem, but from the get-go I should've recognized this as a sign they clearly didn't value my time or business. Once it was repaired, Brian called me to pick it up and said everything was good to go. When I went to the shop though, he demanded I pay my insurance's $1000 deductible. I of course objected as it was deemed a not-at-fault accident, and he responded along the lines of, 'it's okay, a lot of people try to get out of paying their deductible'. Although it may not have been his fault that he was missing email clarifying this, a common courtesy would have been to mention this over the phone while calling for my vehicles pick-up to avoid delays. I waited 20-minutes in their shop for them to finally clarify this with my insurance company, and the way Brian initially responded suggesting I was trying to maligner out of paying it was unacceptable. I left the shop angry, and in hindsight now recognize how suspiciously my vehicle was parked (noted above) but didn't think twice to pull-out and inspect the vehicle's work before leaving. I called back the next day and left a message to no-response that week. I additionally sent Andy Pollock, the auto-body shop manager an email with pictures of the work, and asked to be contacted ASAP, and received no response. Finally I went into the shop on the Friday to confront them in-person. Brian acknowledged Andy had been "sick", and that the color did appear off, and said I would be contacted on Monday for next steps and to get it "fixed-up". I received no response on Monday, nor Tuesday, Wednesday, or Thursday that week. Finally, after multiple calls I got a hold of Andy on the Friday. He acknowledged my complaint and said the rest of my vehicle was "all scratched up" hence the new panels appeared that way. He claimed this was a matter of polish, and not the underlying colour difference. He agreed to bring it in the polish the adjacent panel which wasn't polished or touched at all during the initial repair. He said the shop was incredibly busy the next week, but I could bring it in the following week. Almost two weeks later now, I bring in my vehicle, leaving it with them for 4-hours to polish one panel and they bring me back into the shop for more excuses. Now at this point, I've heard everything from 'paint & polish doesn't reflect the same way off a plastic bumper' to the aforementioned 'massive micro-scratches surrounding the vehicle'. They now proceed to tell me that my vehicle was previously repaired on the left-side, and that whoever had painted and blended it previously did a poor job. It was in-fact their colour and work that was correct, and not the entire rest of the vehicle (including front-bumper, entire left-side, trunk, and simply every panel that wasn't painted by them). Now, even if this is the case, the fact it wasn't recognized during the initial appraisal and estimate, during the repairs, after the repairs, even after my initial complaint to them is absolutely ridiculous. Also noting that this previous mystery repair happened to exactly match the entire vehicle, but their repair blatantly sticks-out like paint matched by a colour-blind xxxxxx is pretty telling. I even went above Andy, the autobody shop-manager to speak to one of the general managers of Koch, expecting him to recognize the incompetence of the work and merely offer a fix. While initially seeming sympathetic, he suggested I go back to my insurance company and ask that they pay them more money to re-paint my left-quarter panel and blend it into the darker colour they left. He additionally said he'd follow-up with me by today, which he did not. Not surprising coming from this incredible deceptive, dishonest and sub-par quality dealership. Takeaway: Stay away from this shop at all costs. I definitely don't plan on going back and wouldn't refer a soul here. More