Guilty by Association?

It is with great disappointment I'm sending you this email. My husband booked his car into your automagic Linbro park 16 September and the service he received was pathetic. This is service received before the actual work on the car. While sitting at reception for quite some time - my mother inlaw asked your 'frontline/reception' lady if she knows how long it will take as my husband needs to get to work - The response by the lady was: "It depends how long it takes for him to read'!!!!!!!! I was absolutely shocked when they came home to tell me this. Before my husbands car was booked in I read all the bad reviews on hellopeter (bad service, and bad workmanship). Sadly we didn't have a choice as this is the insurance company chosen by you. What shocked me even more is the clause they have in their contract that states - they will not be liable for any damages caused ? Really ? When this was questioned my husband was told to scratch that section out. I'm just at a loss for words as to why you would associate yourself with company that has such a bad service record !!!!!!!!! Yours in total disappointment