Hi Perry-
I am very sorry that your experience with us was not favorable. We take great pride in our workmanship, customer service, and integrity. But in this case, we obviously dropped the ball.
Although I am not making any excuses, I would like to explain the events that led up to where we are now.
There was one major delay with getting the repairs completed earlier; we have two frame machines to measure the frame dimensions of the vehicles we repair. Unfortunately, there is often a long waiting list of vehicles needing to be diagnosed and repaired on our two machines, especially for vehicles that were not scheduled (such as yours). We try to squeeze the unscheduled vehicles in to the process as quickly as possible, but often there is still a delay. That is what happened with your vehicle. We had to wait over a week for one of the frame machines to become available.
There were a few other less consequential issues that hindered us a bit, but the major issue was the lack of a frame machine.
One of the issues in our industry, is people often want specific answers and deadlines, but because there are so many variables, we often are unable to accurately provide the answers, or predict accurate deadlines - but we try anyway. That was one of the issues here; we attempted to give you the information we hoped would make you happy, but it turned out it was not accurate. That was 100% my failure, and I should have known better.
In the final analysis, regardless of the specifics of the repairs, we provided flawed expectations to you. I am not faulting my employees at all - they are human and can make mistakes. Everyone here had the best of intentions to provide the level of service we are proud of, but we dropped the ball. I accept all of the blame for your negative experience.
I hope you and your daughter are happy with the repairs. Please accept my sincere apologies.
Jeff
