Kavanaugh, Phil

Bob, I apologize for the delays and that you were not satisfied with your experience. The bulk of the delays was with your insurance provider who delayed both myself and my staff multiple times delaying things for several days or longer each time going over essentially the same things repeatedly and denying payment for specific repairs and parts that were clearly needed multiple times. We did also encounter a delay that was unavoidable when one of the sliding doors we pre ordered for your vehicle had no visible damage, but however when we went to trial fit your parts to make sure that the dimensions on your vehicle were correct after our adjustments we found that the door was stamped incorrectly and it just wouldn't fit very well at all. We got another door from Honda and the next one fit great, however of course that took additional time to get as well. Once we trial fitted that door we did find where another shop had previously repaired the surrounding area incorrectly and had to address that as well. We did communicate that to your wife and explained the deficiency there. Of course, there were also parts that we found damaged during our blue print process that your insurance provider did not cite on their repair estimate, which that is normal, and some of those items took multiple weeks to get, and/or came in damaged and had to be reordered. My staff and I did discuss these issues both by phone and in person with your wife. Like I said, I'm sorry you were not satisfied with your experience, but if you were only factoring the time it took for the repairs to be completed then perhaps maybe we could have possibly warned you in more detail up front about the potential for delays with parts and your particular insurance provider. I will make sure to remind my staff to be more vocal about repair timelines changing, parts delays, and insurance company delays. We do have a handout that generally we give that explains a lot of that. I do apologize if for some reason you did not get one. Thank you for your business and I am sorry that we did not meet your expectations. Hopefully, even if you were not satisfied by the timeline involved, you are satisfied with the work that was done at our facility.