Motorserve Epping 9 Lydia Court, Epping, Victoria 3076

"Zora, the receptionist is very friendly, promptly responded to my request, explained clearly what I needed to know. Car inspector is also very friendly. The repair is excellent! The repaired parts look like brand new ones. Renting car services are fast and well organised. Thanks AVIS and RACV for your nice services. Thanks for your exceptional repairing skills and efficient services. I would definitely come back to the company again whenever I got problems (fingers crossed NOT! Hahaha!). I would refer this company to my friends whenever whenever they needed repair (again fingers crossed NOT!). Best wishes. Be Le"

"When I took my car in for an inspection on the 8/6/23 the guy there inspected my car fully and was informed about my leak on my tire due to the accident. The guy did not inform me of anything on when I will be hearing about updates and when I should be expecting a further email/sms/call to take my car in to get fixed. During the small interaction with the guy who inspected my car he would only look and communicate with my boyfriend even though the car was mine and he was fully aware of that. I found that very disrespectful and ignorant. On top of that on the 13/6/23 I got my first email after the inspection from motorserve stating “Hi, unfortunately the repair time has been extended due to the repair taking longer than expected. We apologise for the inconvenience.This means your new estimated completion date is 2023-08-18.” I had not even been booked for service nor had I taken my car in for the service to get an email saying “your repair has taken longer than expected”. I found this very weird so I contacted motorserve Epping to ask what is happening and the lady on the phone expressed they are having system issues and the wrong emails are getting sent out and gave me a date I have to take in my car, i asked if I can get an email/sms sent confirming when the booking is to which I got a response that “they will try” and if I miss that date I will lose my appointment and it will be booked for another 2 months away. She went on to put the onus on me but my question is, if I didn’t call motorserve Epping to follow up on the very strange and off email I got, how would I have found out when to take my car in for service? I again did not receive any communication on when my car is booked in and I had to call them. The negligence by MOTORSERVE has been appalling. On the 16/8 I received another email confirming I will be picking up my car on the 18/8. It comes to 3pm on the 18/8 and still no communication whether my car is ready or not. I call MOTORSERVE and they say “it should be ready between 3pm-6pm today but let us double check and call you back”. I get a call back saying “it has been delayed and your estimated pick up is now Thursday 24/8.” MIND YOU, I HAD TO CALL AT 3PM ON THE 18/8 to be given this info, I ask them why I haven’t I received any communication that it’s been delayed they tell me “sorry we weren’t informed of the changes” I confirm with them who the company is that is fixing my car, so I go on to call Corporate autobody who is repairing my car and they advised that “ofcourse we informed MOTORSERVE of the delay”. The absolute worst company I have dealt with and please rest assured I will be taking this complaint further."

"Very helpful team. Receptionist was incredibly helpful with updates towards mine and my mums car. Car arrived as good as new in under two weeks. Thanks"

"Great work, and generally good service. However, prior to dropping my car off for the repairs, I tried to phone them several times to organise a replacement car but they didn't answer. Finally, I left a message requesting the replacement car. When I dropped off my car for repairs they said they didn't have a car ready and they couldn't arrange one, so I had to organise one on the spot with a local hire car business through my insurance company. Motorserve then organised a taxi to drop me off at the hire car depot. After the repairs were done and I went to pick up my car, they told me to call them to arrange a taxi to take me from the hire car place back to Motorserve. When I tried to call them, though, they again didn't answer. Fortunately, a taxi pulled in and I thought they must have figured it out but it wasn't the case - he was just dropping someone off there by coincidence. Luckily, he was able to take me to Motorserve. When I raised the issue with the person behind the counter, she said that they always turn off the phone around lunchtime, without any apology. I thought, "That would have been handy to know when you told me to call you because I had just told you I'd be arriving just after 12pm." My suspicious side made me think, that given that my other phonecalls had been made at various times during the day and were unanswered, that she might have been telling a furphy. Besides, I'm not sure it's great customer service to turn off the phones in the middle of business hours."

"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."