Cooks Collision

Oh, how I wished when my car was at the side of the road, post collision with a dump truck who changed lanes into me, that I had had the wisdom to check Yelp for reviews instead of casting the fate of my car into the hands of the first listed auto repair shop from my insurance, Cooks Collision of Fremont CA.

I can feel my blood boiling as I start to type up this review. I will confine myself to bullet points.

- On Day 0, I limped my car over to Cooks. They suggested I might want to drive it home and come back tomorrow. (Good thing I didn't, as you will see on Day 31.)
- On Day 2, I received an E-mail in ALL CAPS from Claims Rep #1, asking me to sign an approval to get the car repaired.
- On Day 4, I came in and signed the approval. In another universe, they would have ordered parts and started work. But this is the Cooks Collision universe, where space and time and other people's money have no meaning!
- On Day 7, I received an E-mail from my insurance assuring me that they estimated the repair should take nine (9) days. HA. HA HA HA. (In retrospect. At the time, I thought it was reasonable.}
- On Day 10, I paid my deductible, thinking this might prod them into action. Note: NEVER DO THIS. I kept my receipt, which proved useful on Day 34.
- On Day 13, I called _them_ for a update. Claims #1 voicemail.
- On Day 16, I called and Claims #1 told me they knew what parts they needed to order, had ordered the parts and would be working on the car shortly. I should have drilled into Claims #1. What parts? When? But I was still in patient mode.
- On Day 23, I called again. Someone would get back to me. Allegedly. However, I learned that my phone number - which I had provided to them several times, in person, on the paperwork, during each call - was wrong, both area code and number. I asked Claims #2 to fix this.
- On Day 24, I called again. I spoke for the first time to Senior Manager. He told me that the car was under consideration for being totaled (WHICH NO ONE HAD TOLD ME UNTIL THIS POINT), that they were halting work until the insurance carrier made a decision, but that they had ordered parts for the repair. !!!
- On Day 27, I called again. Claims #1 tried to stonewall me, telling me everything was fine and my car was being repaired. Asked to speak to Senior Manager. Told him my plight and that #1 was giving me the run around, and I did not want to talk to Claims #1 again.
- On Day 28, I went to the Cooks Collision lot myself. I took photos of my vehicle ON WHICH NOT A SINGLE REPAIR HAD BEEN DONE. I then talked in person to their Senior Manager, and explained tersely that my rental was about to expire and that they were @#&@# with my life. He - after a pause - agreed that he would take over payment for my rental, and that he would personally correct the situation.
- On the evening of Day 29, I received an voicemail from Senior Manager. All the parts have been ordered, he is fairly sure it can be done on Day 33. It will have to be worked on Day 31, go to the paint shop on Day 32, and be done on Day 33.
- On Day 31, I called and spoke to Claims Rep #3. He was apologetic but stated that they had discovered that my axle was broken (!!!) that they had to order parts (!!!) but that they had, and the axle was expected the next day, and there was some chance my car might be done on Day 33.
- If I had driven home on Day 0 as the shop encouraged me to, my car would have had a mechanical failure - possibly with serious consequences for myself and other folks on the road - during my long commute back home. Broken axle!
- On Day 33, the car was not done. I belabor this point. I called Claims Representative #3 twice for more updates, drilling down to specifics. When will it be out of the paint shop? When will your tech finish reassembly?
- On Day 34, I drove to the shop and parked myself in chairs at 1400. We're getting my car back today or I'm calling a tow. Claims Rep #3 has promised a completion time today, somewhere between 1300 and close of business at 1800, and I'm going to count on this. An hour later, they showed me my car. This is the first time I have seen any actual repairs.
- At 1500, Claims Rep #1 not only insisted on being the one to return my vehicle, and had to catch herself from demanding the deductible I had already paid, but offered to SHAKE MY HAND. I pointedly refused - and walked a mile to return my rental myself instead of entrusting it to Cook's Collision. I wanted to be DONE with this company.
- I was told - as a parting shot I think - that I should not get the car power washed or machine car washed for at least 30 days. According to a mechanic friend, this means that they don't use heat guns to dry the paint properly.
- On Day 36, the shop I took my car to for inspection reported that a tire had blown out when they took it down from the lift - which Cooks had neither noticed, nor reported, nor offered to replace.

Bye Felicia.