Motorserve Epping

I went to pick up my car , there were a lot of dust inside my car , staff said we can’t touch your equipment to clean, this is acceptable but they could cover back of the car to prevent this mess. My car was in workshop for one week without back door so all dust flew in my car . Pictures can show everything

Avoid at all costs. If I could give these guys a zero I would. Terrible communication, if you can even call SMS 'updates' that merely inform you the ready date is further away 'communication'. Can't get them to answer their phone - ever. Equally terrible service. Original estimate 5-10 business days, parts were ordered and available within that timeframe (informed by the associated business they used to get the parts - so Motorserve had no idea we knew they had them but kept delaying). All up six weeks for the repair! (I'll give them some grace for covid-delays, but given they had the parts it's not good enough.) Had a not-at-fault accident with worse damage a couple of years ago, uninsured driver/different insurer for me and different repairer, vintage car with hard to get parts, took 10 days. Wish I'd just picked my preferred repairer rather than gone with Motorserve to 'simplify' the process with my insurer.

Terrible Customer Service - please escalate for immediate action!08-Dec-2022 we have dropped a car in for repair. Over the past two months we have heard nothing from MotorServe regarding the status of the repair. We attempted making contact with MotorServe via phone call many times yet each time, there's either no one to pick up the call, or the receptionist said someone will call us back to give an update, never happens. We had no choice but to contact Coles Insurance directly for a follow-up. We were told by Coles according to the system, the car is ready for collection by 16:30 AEDT on 31-Jan-2023. We have then tried to confirm with MotorServe Epping on 31-Jan-2023 with multiple calls during the day but no response, we left a voicemail. On 01-Feb-2023 we went into the store to follow-up, the young man at the reception said the car is not ready and I should have called them not Coles before the visit (isn't this ridiculous because the phone was never picked-up by the store!). He also promised to give us a call back after his visit to the repairer on the same day but no surprise I have not been contacted at the time of writing this message (called the stored on 01-Feb-2023 3 times in the afternoon). We are from Queensland and we cannot afford to leave our car in VIC and anymore time off work to wait. Appreciate your understanding to the situation and prioritise the job. Please note I DO ALSO EXPECT A CALL BACK FROM MOTORSERVE FOR AN UPDATE ON THE STATUS OF REPAIR ASAP. WE WILL NEED THE CAR BACK BEFORE FRIDAY 03-FEB-2023 AS ACCEPTABLE, then head back to Queensland. Thanks!

Terrible service overall!I brought my car in for an evaluation and received no response for the insurance allocation for over a month, and turns out the evaluator completely forgot about my car. I only found this out in person, so I would’ve never been notified if I didn’t take action. Additionally, I had been told that another 2 month wait was present just to allocate my car to the repair company.On top of all that, their phone never answers when you call them.

Pay more to get any repairer option. Do not be fooled by the overall 4 star review on Google here. If you are coming here for an insurance claim, be prepared for a ZERO communications experience. Car has been inspected since 4 weeks ago, and there is still no update on the situation. Even if you try calling them, either no one is there to pick up the phone OR, they will promise calling back (which never happens).

Took my 1 year old car for assessment and repair, place looked nice and clean, assessor looked all professional with his iPad out taking photos of the car. Then when it was time to pick up car, it was not fixed properly. There were visible gaps between the panels & plastic guard had clips sticking out. Even Raul agreed that they should’ve picked up on that. I had to leave the car for another week (3 weeks all up) for a minor cosmetic damage. When I went to pick up the car I had assessor Boby who apparently assessed the car at first and said he never saw the gap when it was first repaired even after I showed him photos of gaps he said wen he assessed car after repair there were no gaps (BIG LIAR). I lodged a complaint with RACV they are looking into it. I don’t recommend this place, they try to push the blame onto assessor’s and their repairers.

Forgot to add details - staff communication was great from my original call with RACV onwards but the confirmation text only mentioned dropp off of my car on the day of my assessment. I called (on a public holiday because I'm a dummy) to clarify my option of choice of repairer and still got through to someone and was reassured that was fine. Inspection day and sure enough everything was fine, prompt and the inspector was great (polite and professional), in and out in about 10mins. Again I stuffed up and forgot to specify the branch of my chosen repairer so I called them and they confirmed which branch I wanted and assured me everything would be sorted. Overall I'm very happy with my experience.

I'm in 2 minds about this place. It seemed really nice and process driven. But then the processes fell apart. There's one guy there who's an absolute d$ck. Young fellow. The manager is kinda nice. Defended his staff which is both admirable and annoying at the same time. Look, the job they did on my bumper was good. Am I confident that they checked everything that could have been affected by the collision? Not until my next service where they'll check thoroughly. They're a new business, so I'm sure they'll get better. But for now, their ETA management is not good. I'm not saying I wouldn't go here. But I quite like my previous mechanics a lot more.

I could not believe a 1 stop shop. Took my Territory to be assessed on a Tuesday after was hit from behind. I was able to get a hire car and constant updates. Picked it up repaired with a full explanation my Vehicle was spotless. The whole experience was fantastic. Staff were all professional, polite and extremely friendly. The whole experience made it easy for us no running around. Big Thank You.

Appointment been booked by RACV for me. Great place, excellent service, friendly staff! I never felt that I have given my car for assessment and repair. They make whole process so easy and user friendly. All my queries got answered very well. Highly recommended!