| his customer is the insurance company. They will more than likely be paying most or all of the total bill. He has to please them first and you second. If you report them to BBB, what will your claim be? Slow service? Failed promises? Its hard to complain about something when you havn't spent any money or gotten any service. It sounds like you're still in the "waiting on an estimate" phase of the process, not even knowing if insurance will total it out or not. I would consider taking the car to another body shop. Until any commitments are made/money spent/work done thats about your only recourse. Consider this bad experience a warning.
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