Douglas said the experience was very good but he had to return because there was some work which was incomplete. He stated he only had the vehicle back for 2 days which was too early to evaluate the quality of the repair. His principle contact was thoughtful and did a fine job, except he wasn't available as a contact for status updates. They have a two tiered system and his sense of that was they use one person with a high dollar value for the first contact, and then for communicating status updates to the customer they use a different, lower dollar value person. Douglas was sure this was worked out very thoughtfully, but it's transparent and obvious, and it absolutely wouldn't be his choice in running a business. He stated he felt once they had his permission to remove money from his wallet and the insurance company, all that was important to them was getting a simple message to him. They did a fine job except they failed to complete it and he had to go back. It wasn't an omission either, in that they led him to believe the work was complete. They hadn't completed the installation and securing of a mud guard so it rubbed against the wheel when he turned.
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