3D Auto Body and Collision Centers - West Chester

We appreciate you taking the time to share your feedback. It sounds like things took longer than expected, and we completely understand how frustrating that can be, especially when you're eager to get back on the road. We strive to balance quality with efficiency, but it appears we may have missed the mark this time. Your experience is important to us, and we are committed to improving our processes. We hope you'll give us another chance in the future to show you how we can turn that prolonged wait into a speedy service.

Thank you for your review, Jennifer. We apologize for the poor customer service you experienced. We take customer service very seriously and would like to make it right. Please contact us at your earliest convenience so we can discuss how we can improve your experience.

The reason for the delay is that it appears that your original estimate from your insurance set an expectation of a 2-3 day repair, on a $800 estimate. It is very common that once a vehicle is disassembled that supplemental damage is found, and in the case with your repairs the final amount had tripled the original estimate and caused additional labor hours and additional parts that needed to then be special ordered. I also feel the Holiday did affect this as well. 

Pat McCready, 
3D Auto Body and Collision Centers 
610-692-7776

Thank you for your kind words, Julia! We are so glad to hear that you had a great experience at 3D Auto Body and Collision Centers - West Chester. We take pride in our friendly staff and quality repair work, and we are thrilled that you were satisfied with both. We appreciate your business and look forward to seeing you again soon!

Ms. Conroy, 

I would like to personally appologize for the confusion and lack of communication from out team. Over the past year many insurance carriers have ackknowledged the higher cost of doing business from supply chain issues to increased labor costs. Some smaller carriers attempt to keep rates as low as possible. 

With the difference being less than $100 this is something that we should have just negotied with your carrier to the fairest price and then just have charged the deductible and written off the difference, especially for a repeat customer like yourslelf. 

Our corporate office has mailed a check last week for the $86 that you were wrongfully charged. 

I do hope that if there is a need in the future that you would be willing to give us another chance. 

Please do not to hestiate to contact me @ 484--362-6000 if there are any questions. 

Sincerely, 

Patrick McCready. 

Dorector of Operations, 
3D Bodyworks, Inc. 

Mr. Flaherty, 

i am sorry for the delay in responding. i was off, and then I really wanted to look into this deeper. I can't apologize enough because there was a break down in clear communucation, and a customer should never need to call us, we should be at least bi-daily updates via text, e-mail or voice call. 
I was really upset with co-workers calling each other idiots, we try to have a great compnay culture, but even if someone think it, doesnlt mean they should say it out loud. 

With the current supply chain issues causing many backorders our protocol is to thoroughly disassemble a vehicle, confirm parts avaialblity and then submit paperwork directly to the insurance compnay for approval.....To send in a supplement the delay is due to leave can happen (usually scanning and programming issues) but that it for us to work out, it has never been our model to hold a car until estimates are finalized.....We have alot of direct repair programs that we would direct bill, but in your case with a last minute supplement we should have been more understanding to your needs, got a verbal okay with the insurance (that they agree with what we are asking for) and have your car at Rafferty read for your pick up. 

With holidays, people being off and the supply chanin issues it has made it a little tough to stand firm on a promise date......But there is never a reason to not keep you in the loop on what it going on and we should be the ones calling you. I have spoken to all parties at 3D West Chester and Mike at Rafferty. 

I would at least like to offer you something for your inconvenience. The next time your vehicle is in Rafferty I would like to pay for you quick lane service (oil change and tire rotation) please just tell your Service Advisor that Pat McCready from 3D is paying the bill and they will know what to do. 

I know its not much, I am happy to hear repairs looked good (please do not forget you do have a lifetime warranty on all repairs, and replaceemnt parts as per the manufacturer warranty. 

If you have any questions, I can be reached at 484-362-6000 

I cannot apologize enough, I do hope you will never need our services again, but if you do I can promise you that your claim will not be handled in the same fashion that this one was. 

Sincerely, 

Patrick McCready 

Director of Operations, 3D Bodyworks, Inc. 

Ms. Harvey, 

I apologize for how long it took to respond, but i was away. I do appreciate the kind words on the quality of the repair. I know you are a repeat customer of 3D Collision Centers, and even though you probably hope you will never need our servies again, I would really hope you would consider us. From everything I read in the notes it looks like we moved your vehicle to West Chester from Spring City location being they are a Certified Subaru Certofied shop. Our Spring City location manager felt with the extent of the damages they would be better suited to do your repair. 

We really should have done a better job explaining that some of the Geico processes have changed since we did your last repair, and in some cases it does hold up the process, especailly when it comes to getting a final agreed price for the repairs. 

I would like to offer you your next oil and filter change and tire rotation to say sorry for the delays we caused you with the repairs. I am not sure what Subaru dealer you normally use? If it is Rafferty Subaru you can just tell Service that Patrick McCready will be paying for this and they will bill me. If you use a different dealer or service center please email or fax me a copy of the bill patrickm@3dbodyworks.com or 484-885-2529 and I will get a check sent to your home. 

Again, I can't apologize enough for the delays, but I would much rather be late and give a quality repair than try to rush something along. 

Sincerely, 
Patrick McCready 
3D Auto Body and Collision Centers