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Caught with hand in cookie jar

It’s not often that an insurance company gets caught red handed, with indisputable proof, of breaking the rules of fair engagement.

But that’s what happened to Infinity Insurance recently when one of its employees left a message for a customer of Gunder’s Auto Center. The well-spoken, polite message from Lisa Whitehurst was like any other message until it dealt a one-two punch to the reputation of Gunder’s Auto Center. 

She said Gunder’s is “known for overcharging a great deal for the amount of damages and trying to add things that aren’t relevant to the repairs, and they also are known for holding the vehicle hostage until all the payment is made.”

Since the message was recorded on a phone-answering machine, her words lived on longer than she desired. In this age of the Internet, those words might live until infinity and beyond.

Ray Gunder, owner of Gunder’s Auto Center, demanded and received an apology, and posted the recorded message on the Internet for the world to listen. It could become the verbal cue for the definition of steering.

Gunder expressed rightful indignation about the verbal attack, “We have served our community with honesty and fairness for over four decades and I assure you we will hold anyone accountable for such slanderous remarks. I don’t know this Lisa Whitehurst and she doesn’t know Gunder’s or me. She’s never been here or had any dealings with us in the past. I am confident she was merely following the instructions and word-track given her by her supervisor and hopefully she has learned a valuable lesson.”

Infinity apologized, said this was an isolated incident and this is not how the company conducts business.

Gunder took the high road by accepting the company’s apology. He also said he looks forward to working with the company in the future. But if Whitehurst’s words indicate what the company actually thinks of Gunder’s Auto Center, that business might be rather sparse.

ABRN readers are chiming in with their opinions about this article. Their comments are interesting and come from both sides of the fence – repairers and insurers. Don’t miss what they have to say about this. Their comments are listed at the bottom of the article.

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