The scratch the customer noted was not related to the loss, customer had hail damage, we buffed the scratch as a coutesy for her but it was still a little noticeable. We also had had five calls to customer updating her but left some messages on voice mail, maybe she didn't get those. When our cashier could,nt help her with the scratch and told her she needed to get the writer that's again why she probaly stated about the staff. Thank You