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New car backed into - front bumper no visible damage - what should I do?

Discussion in 'Prime Main Forum (2017-2022)' started by Mal McMallow, Jul 20, 2021.

  1. PT Guy

    PT Guy Senior Member

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    Mal, contact your attorney general's office. They're experts. We're amateurs giving you our best guesses. Don't pay anything yet, don't get your insurance involved, see what the AG's Bureau of Consumer Protection has to say. Let us all know what they tell you.
     
    KCWhitney and burrito like this.
  2. Mal McMallow

    Mal McMallow New Member

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    Hey everyone! Sorry about the late reply. I'll give you the result of what happened last week. But first I want to give a genuine thank you for helping me along the way. It was a tricky situation to navigate. Having people guide me helped acknowledge potential damage to the car that I may have ignored otherwise.

    Even though from a customer service standpoint, I feel like Rohrich dropped the ball in a significant way. Finally, a manager Jason called and talked to me last week. I let him know how I felt the other rep ignored my request of waiting to do any repairs before talking to me. I'm fairly certain this is their game, but they tried talking me into believing that once they take the bumper off (according to him it takes 3 hours) they're not gonna put it back on and talk to me about repairs. Even though Darrin (my main contact at Rohrich) told me over the phone the repairs were just aesthetic and not necessary. The manager told me that they needed to replace a front brace which they painted. When I asked him what could happen if it wasn't replaced he replied that my bumper could fall off. I was not entirely convinced of his explanation. He also tried to play the card that he is new and he's trying to change the culture from the last manager that resulted in this terrible communication supposedly. Again, I'm not sure if I buy it.

    When I went in to pick up the car, I asked Darrin Modrach to talk to Jason he looked at me in a confused way like "there's no Jason who works here". Then he goes, oh and walks me back to "Jason's" office. Judging from his confused look, it's very possible he was using this name as a fake as he may not want to reveal his actual name to angry customers. I worked with people in customer service who used this tactic. I was able to speak with both of them in "Jason's" office. I spoke my peace and let them know how I felt. They tried to interrupt at times. At one point the manager whose name may or may not be Jason talked over me by shouting "listen, listen, listen" when I was explaining my dissatisfaction with my experience with them. I actually stopped him, and told him not to interrupt me and tell me to listen. He said "I didn't".

    Oh my god. In the very least I got to speak my mind to how I felt to them and they basically took my money. Perhaps, they made a necessary repair. I want to believe the latter. However, the experience was very stressful and I would never recommend taking my vehicle to Rohrich for anything. I don't know how they can stand behind these clowns. On top of this, not a single person wore a mask indoors.

    So thank you for listening and helping once again. Case closed.
     
  3. ChapmanF

    ChapmanF Senior Member

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    I had a lovely experience some 20+ years ago involving about 20 hours on the phone with a health insurer, and asking the customer service rep for a name I could write down always got the answer Crystal. Then I could make a followup call and ask for Crystal and get "sure, I'll connect you" and then an obviously different person with no knowledge of the issue. Every time.
     
  4. KCWhitney

    KCWhitney Member

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    You should have gone to the state.