When I originally called in I knew it was going to be busy, but I was placed on hold nearly 15…read moretimes for new calls coming in before the lady was able to even take down my name or location. Given the circumstances, I overlooked this and continued to request a tow. When I had been waiting for over 2 hours, I decided to have someone come and pick me up. I had discussed with the dispatcher that it was possible this could happen and she told me that would be fine. When I made that decision, I called and no one answered. I decided to leave and then called back 10 minutes later. She then informed me they could not tow the car without the keys, which were with me. I told her that I could not turn back to put the keys in the car and I would have to go back to the car in the morning. I requested the car be towed that next morning and they said that would be just fine. When I called the next morning, they had no idea who I was or what I needed. I then submitted a request for roadside assistance through my insurance. They told Progressive that they would be there in 2 hours to tow my car. I called back to let them know that I had intentionally locked the doors and that they could use the keypad to get in and the key was inside the car. I gave them the number for the keypad on my door. When they finally got someone out there, it was 7 hours later. The driver called to say that he was on his way. I double checked that he had they number for the keypad... he was never informed of this. I was at work and stepped away from my phone for 5 minutes, during which I missed 5 calls and had 2 voicemails. Upon listening to these voicemails, one was from the driver explaining he couldn't locate the keypad on my door and one very nasty message from a lady who demanded that I call back immediately or I was going to the back of the list for having my car towed. I called back and spoke with the driver right away, thankfully he was still with my car. I explained thoroughly where the keypad is on the door and he got in just fine with the code I had given him. We had come to the conclusion that my car would be towed back to the service center in Lodi. Once towed back, I tried stopping on my way home from work and arrived around 5:30pm. My car was in the garage, which was open, with a battery hooked up to it, but no one was around. We waited for 10 minutes and no one came outside. We left and I decided I would come back during business hours the next day. I called on my way there the next day and informed them that I would be there before they closed at 5pm. I arrived at 4:55pm to find that all of the doors were locked. The only one who was around was a cleaner, who I asked for help and ended up going inside to get someone. A woman came out and informed me that they were closed. I explained to her that I called and let them know I would be there before they closed and she was adamant that no one was there to help me because they "close at 5", even though it wasn't even 5 yet. I stood there and waited until she finally decided to go get someone who could tell me what was going on with my car. I could see it still sitting in the same place it was the day before, with the battery still hooked up. The mechanic came out and explained that the mass air flow sensor needed to be replaced and then they could figure out what was else was wrong with it. He said that they didn't have that part and would have to look into getting one and get back to me with a quote the next day. I waited all day and never received a call with the quote. On Friday afternoon, I finally received a call, but was away from my phone. I called back less than 10 minutes later and no one answered. I tried calling 2 more times and still no answer. Given that it was Friday, I wanted to hear what was going on before the weekend and never heard back. On Monday, I finally received a call, stating that my car was ready to be picked up. I NEVER gave my consent to the quote , because I never got a quote. He asked me if I wanted them to also do an oil change- I said yes because I knew it needed to happen. He told me that he would get that changed and I was free to come pick up my car. He told me my total was $512, when I came to pick up my car today, my total ended up being $574. Does an oil change cost $62? When given my receipt, it said that I had agreed to the quote regarding the sensors that were replaced. This never happened, so I crossed that off my receipt. I paid it all because I need my car back. The lady I interacted with today was the best customer service I experienced throughout this entire process, but that doesn't make up for the rest. I know that it had probably been pretty busy with all of the recent events, but the fact that my car was repaired without my consent is unacceptable.
