I've had Merton Auto Body complete repairs on more than five of my vehicles over the years. Each time, I stopped for an estimate and was serviced promptly. It seems this is no longer the case as I stopped in at 1:00 pm today, 3/27/24, to see if I could get an estimate for a minor repair, only to be told by the woman at the front desk that since I didn't have an appointment, she couldn't help me. I was surprised, to say the least, as I was never required to make an appointment in the past. I'm wasn't looking for special treatment, just a simple explanation for the new estimate rules. This, however, wasn't my issue, as the woman behind the desk was very rude, saying I needed the appointment and that it would be several days before I could get one. I expressed my surprise and she just shrugged. I then exclaimed that I would have to take my business elsewhere and she simply looked down at her desk. One would think that keeping a long-term customer happy would be important to her. I am a business owner and certainly understand how changes in procedure are necessary, given the ups and downs of business. However, this woman could care less and certainly didn't make an effort to accommodate me. Very disappointing.