They were the best at one stage but now they are the worst

Dear [Mr Stuart / Clark & Kent Team], I am writing to formally express my extreme disappointment with the service I have recently received from Clark & Kent. Previously, I held your company in high regard, but recent experiences have left me both frustrated and concerned about the quality and integrity of the service provided. My vehicle, which has undergone multiple repairs at your facility, was issued a lifetime warranty on the paintwork. Following a minor accident, my bonnet was repainted and initially restored to an excellent standard. However, over time, the paintwork on the bonnet became rough despite my regular monthly maintenance, which my neighbors can attest to. I first contacted your team regarding this issue in September 2025. At that time, I was assured a courtesy car would be provided for what was expected to be a two-day repair. Unfortunately, over the subsequent months, my inquiries were met with repeated delays and excuses. Only after escalating the matter to your office was my vehicle booked for repair on 16 February 2026. While my car was at your premises, I requested assistance with an existing chip on the passenger side of the windscreen. To my surprise, I later received an image showing a crack on the driver’s side—a defect I had never observed prior. Evidence from VW McCarthy confirms that on 5 February 2026, the only issue present was the original chip. Since receiving my vehicle back, your team has refused to address the windscreen damage, attributing it to a stone chip. Given the circumstances, it is reasonable to suspect the damage may have occurred during your repair process, particularly during the bonnet reinstall. I have requested photographic evidence of the vehicle’s condition upon arrival at your facility, but this has not been provided, leaving me with serious doubts regarding your assessment. It is unacceptable to suggest I claim this damage on my own insurance when the vehicle was under your care and warranty. I urge you to take responsibility for the damage and provide a resolution, including repair or replacement of the windscreen, in accordance with the warranty terms. I look forward to your prompt response and resolution of this matter. Failure to address this issue satisfactorily may leave me with no choice but to escalate the matter further. Sincerely, Akther Janoo