In my opinion, dealer could have done, a great job, with coordinating repairs between the insurance company and the parts folks. And the actual repair process. Or they could have a done a very poor job. Don't think we will ever know.
But my thought on the self inflicted, wound scale if you are a business. These are gun shots not knife wounds.
1) over promise under deliver
2) Do not respond to your customers e-mails or phone calls in a timely manor ( like in 24hrs)
3) tell them you have other customers, so you don't have time to respond to them
Which, according the OP all of these occurred, Of course the dealer is going to have their side to the story, as well. Trouble is on a forum like this it is hard to know which side to believe.
I have had the above happen to me, as I am sure most of you have. It just plain ticks people off, And after that it does not matter how good of a job the business did, they will still leave a bad taste. In my mouth.
Having been in business for a very long time, I am amazed how some of these places stay in business.
