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Infinity Insurance apologizes to shop for degrading voicemail

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May 6, 2011 — Infinity Insurance recently called Gunder’s Auto Center in Lakeland, Fla. to make amends for negative comments about the facility left in a voicemail to a customer, according to a news release_notes from the shop.

The customer let shop owner Ray Gunder hear the recording, which he posted online. In it, Infinity employee Lisa Whitehurst makes several negative statements about the repair center’s operations.

“I spoke with our re-inspector, who went out and re-inspected the vehicle at the body shop,” Whitehurst said in the message. “He said that this body shop has been known to give us issues in the past with other vehicles that they’ve repaired and apparently they are known for overcharging a great deal for the amount of damages and trying to add things that aren’t relevant to, you know, the repairs. They’re also known for holding the vehicle hostage until all the payment is made.”

A regional claims manager called Gunder to apologize for the comments after the shop owner's legal counsel sent a letter about the recording, Gunder said. The Infinity manager said the incident was isolated and wouldn’t happen again, adding “this is not the way Infinity conducts business,” according to the news release. Infinity representatives could not be immediately reached for comment.

Gunder, not new to controversy, has been entangled for several years in a slander and tortious interference lawsuit with State Farm Insurance. He was quick not to let Infinity’s statements slide.

“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,” he said. “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.”

Gunder said he accepted Infinity’s apology and appreciated the company’s concern.

“I look forward to serving Infinity’s policyholders and claimants in the future and doing so without interference,” Gunder said.

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