Complaint Review: Eastex Collision Repair - Houston Texas

I am writing this review to help others avoid a terrible customer service experience. I  experienced the same headaches and frustrations as some other people have. I got the run around, the customer service was horrible, there was no communication, and no call backs (even when they repeatedly said they would). I also requested to speak to the manager and they were not available when I called. The manager never called me back after I requested to speak with him and left a message to return my call. He finally contacted me back after several attempts. They took a month and 2 weeks to get our first car repair completed. This was by far the worst customer service I ever experienced or so I thought....

I thought our nightmare was over but boy I was wrong. I took the car to get checked out by Firestone and they said there was major damage underneath that had not been repaired. Also the repairs they did do, they did not do them correctly. I would not have returned to this shop, but had to because the insurance company wouldn't pay for someone to redo the work. How does a car shop not notice that the fuel tank and the catalytic converter are damaged?

When we took our car back to Eastex, Dustin (the manager) said that they were having hard time getting good technicians and knowing what they were doing. He said he was trying to get their guys trained well. Ummm...not something a customer wants to hear. He was even worse at customer service than our original person we dealt with. We called several times and always got a voice mail or had to leave a message with a service rep. Once agin, he was terrible at returning calls. It took over a month for the second round of repairs.

I took the car to Mazda and to Firestone after having the car repaired there the second time. This time someone had gone in and broke our ignition lock cylinder, did not mount the radiator back in correctly and our bumper is still sticking out on the sides. They also left our ambient temperature sensor just hanging inside the engine area. Mazda confirmed that our ignition lock cylinder could not be broken through the wreck. It had worked the first time we got the car back, so it obviously happened after we took it back the second time. Firestone said there was no oil on the dipstick and had to replace 3 quarts of oil. Eastex had been paid during the second round of repairs to complete an oil change by our insurance company. How does a car lose that much oil within a couple weeks without a serious leak??

This place is full of people who don't care at all about you, your car or anything else but ripping people off. We dealt with Ruben, Dustin and JC. JC seemed to be the easiest person to get to return phone calls and actually talk to you. He seemed to be the only person at Eastex that knew how to deal with a customer. Please don't use this business if you want good repair work. It is an extremely awful experience. The employees and manager are incompetent. I just don't want anyone to have to deal with this horrible business. It was the worst experience I've ever had. Customers beware.....