I just had this experience with a collision shop. The first person I dealt with was horrible and made me hate the shop. I escalated and started dealing with his boss and the experience was completely different and had I started with him, I would be raving about the shop. Now I have mixed feelings because, while he did provide amazing service, as a manager, he allowed the other person to deliver poor service. Frustrating, but that's just a sign of a bad culture and overall, I won't go back.