Countach, Inc.

I have quite a bit to say about Julien at Countach Body Shop, but let's make it short so that you read it.
I was a complete unknown to this shop and they treated me like family. I do not recommend that you get into a car crash, but if you do get your vehicle to Countach and it will be the only part of the accident process that restores your faith in humanity.
My car was fixed and restored as if the car belonged to the corporation.
All communications were answered promptly and politely and most of all honestly and clearly.
As I told Julien, if every business were run like this, there would be no need for consumer protection and the world would be a calmer, gentler place.
Thank you for everything, including streamlining the process with the insurance companies and your sense of humor.

I took my 350Z to Countach to repair some minor scraping on one of the quarter-panels over the wheel well. The service rep, Julian, said they could also take the scratches out of the wheel rims and have them looking “like new” at the same time. I took the car in Monday morning; return promised by ‘Wednesday, maybe Thursday’.

My car was ready late Friday afternoon. Each phone call to check on the progress, was met with a song and dance from Julian outlining the process that had to be gone through to complete the job. They have been in this business a long time and "the process" should have been taken into account when a delivery date was promised! The delay was not due to unforeseen issues, but rather, the normal process of doing the job! The car was ready at 5:00 Friday afternoon. It looked great, at a cost of $1256.39.

Other than the ride home, the car was not driven until Monday. On my way home from work, the tire pressure light was on. When I got home, I checked the pressure which should have been 36 on all 4 tires. The two rear tires were 16 and 17; the two front were 40! The next morning before leaving for work I put air in to the correct pressure, and was inwardly somewhat annoyed that they had returned the car to me, apparently without assuring I was riding on tires inflated to a safe pressure.

Tuesday afternoon, the tire pressure light came back on! The tire pressures were again all wrong, so I called Julian at Countach. Julian was very cavalier with me and said that they had fixed the quarter-panel and rims and everything looked good – and that was all they had promised to do. He explained to me (as if I were an idiot) that they had to take the wheels off the rims to do the work, and if something was wrong with the tires after that it was MY problem and I should take it to the dealership for repair.

I wanted to make sure I understood that he was telling me that if my tires were in excellent condition prior to Countach working on them, and came out damaged, it was my problem. He said dismissively that he would ‘talk to my boss but I doubt he’ll do anything. You need to take it to the dealership.' Essentially, he treated me with the attitude that – we did the job; you paid; we screwed up your car; you can now pay the dealership to fix our mistake.

I took it to the dealership and was told that two of the tire sensor seals were damaged and needed replacing…with a cost to me of $250.00. I had an old coupon which the dealership honored and gave me a $25.00 discount (now that’s how to insure a returning customer)!

I had gone to Countach because they have been around a long time and I thought they were a reputable organization. Apparently, they must be under new management, because this kind of “customer service” is not what builds a good reputation. Is this the kind of customer service you encourage your employees to provide?

I was initially annoyed to find that the car had been returned to me with unsafe tire pressure levels. I was further annoyed when, after correcting the pressure issue, I lost tire pressure again. Being talked down to and dealt with in the cavalier and dismissive manner Mr. Herrera used pushed me beyond annoyance.

Will I be returning to Countach? Will I be recommending Countach to anyone? Will I be writing online reviews expressing my sentiments? What do you think?

UPDATE:

I received a phone call today from Abraham at Countach. Abraham was extremely courteous and apologetic about my treatment & and indicated I would be reimbursed for the charges for the repair to my damaged tires. Given his genuine courtesy and the reaction to my complaint, and the quality of their workmanship, I very may well be a return customer...but will never deal with Julian again!