Being a loyal customer of John Grose now for over 25 years always been pleased especially with the sales team that I have always dealt with have always given a top level of service , and the car servicing dept also has been very good with no issues.
So recently when I needed to have some repair work done to the front wing of the car, I did not hesitate to contact the accident and repair department at the Ipswich branch of John Grose which I assumed they carry out the same level of service I have been used to from John Grose Ltd
Unfortunately, this was not the case, and experience I had is best described as a complete shambles.
There appears to be no organized structure on the administration side, although I cannot comment on any of the repair work they do , as I decided in the end after being frustrated and messed about by this poor communication and unnecessary delays and I went elsewhere to get the work done
The issues were as follows:
1,
I was told, I would have to wait at least several days even to see an assessor to give a quote for the work (most will see you on the day you visit them)
2,
No notification that the repair centre was at a different location to the JG centre at the time of booking : I had presumed because the main John Grose centre has the same phone number as the repair centre it was all within the same location, nobody informed me and did not occur to me otherwise.. so when arriving for the appointment I had to then be redirected to another part on a nearby industrial estate where the building slightly hidden away from the road & not that easy to find and as a result was late for the appointment .. this could’ve easily been avoided by better communication to begin with.
3,
There was confusion regarding the courtesy car, during the time it would be at the workshop & initially was informed I would be charged for it, when I questioned this it eventually came back that it would be free as a John Grose customer , if i had not questioned this I would have been charged for a hired car which should not have been necessary if they checked the records first.
4
On a plus point, the quote itself did arrive promptly within two days , so straight away I agreed for the agreed work to go ahead.. and I asked for the date to bring the car in expecting a reply in a few minutes as a receptionist would do by checking for an available slot on their diary , I was astonished to hear from the reception that I would hear from them in a few days (this is just to check the next av time in the diary ! ) however this unnecessary procedure did not take a few days as stated .. but two weeks! So after several days of non communication ,I had enough, and decided to go elsewhere to have the work done by someone more organized , as did not want to be messed around further , The next Repair centre took a fraction of the time to get the issue all booked in without any fuss.
For a company that normally has a high reputation of good customer service, this particular department is not meeting the same standards as you would expect in my opinion
I would imagine the likely answer from JG will be they are overwhelmed with work which they may well have ,....in which case more staff should be recruited to cope in these situations with a better organized administration would certainly help.
The only reason I have given two stars and not one is the fact its only this dept that is letting a good company down by poor customer service
