CARSTAR Chilton Auto Body of Pleasanton

DO NOT BRING YOUR CAR TO THIS SHOP!!!!! I am amazed at the 5 star ratings based on our experience. We brought our BMW to Chilton Auto Body after an accident at the recommendation of essurance. The manager of the Pleasanton location, Bob, ordered the wrong part for part of the repair and then kept telling us it was going to take 30 days for them to reimburse him and his supervisor was going to be pissed so he wanted us to pay for the part and he would reimburse us later. We were not okay with that and communicated through our insurance that they needed to order, pay and install the part. For an entire week, Bob lied to us daily saying he had reordered the correct part and it should be there any day but wanted us to pick up the car and bring it back to install when arrived. Since he would never follow up as promised, when we would call daily for a status he would put us on hold to go check if it had arrived, made more excuses, promised to get right back to us and never did only to find out when the insurance co got fed up with him that he never even ordered the part. The caused us an additional 3 weeks without our car. In an attempt to resolve this with the owner, and based on all the other reviews we assumed this was isolated experience with one bad employee and we were anxious for the owner Mike Chilton to make this right. Well now I'm sitting here 4 emails and 17 voicemails later and I can not get a response. This is truly the worst customer experience I have ever had. Do not trust these guys!