VERY POOR CLIENT SERVICE

Being with A&G for 12 years,A week ago client finds out her car keys is missing. Call's A&G and reports the matter,A&G in return waits on email response from ???????? How the £$£$%$£" can this happen if policies and procedures and process are in place.A request for A&G procedures, A&G does not have procedures in place for lost KEYS. At this point in time A&G is really inconveniencing me,does it matter to A&G what season we in.The panel beaters on leave now.Meaning i will only have my car next year.Like really A&G with EMAIL,CALLS,AND NO RESPONSE FROM A&G MANAGEMENT this is really sad.