I had my 1996 Toyota Camry serviced for my 08/11 state inspection on 8/16/10. State inspector Josh E Cooper, store manager Stanley Woodard. When I returned home with the car I could not open my door because my door latch had been broken. It was left hanging by a small bit of plastic. I called Merchant's immediately and a young man told me to come back the next day when the manager was in. I went back on 8/17/10 and spoke with Mr Woodard, he came out to look at the door latch, he then went in and spoke with his mechanic he returned with the answer that "they didn't do it" and "It wasn't broken when they finished with it otherwise how would the mechanic have gotten out of the car". I suspect he had to roll the window down and open it with the outside door latch like I now have to do. When I told him that I didn't break it but didn't see that it was broken until I got home and had to actually reach up to use it to let myself out, Mr Woodard shrugged his shoulders and said he didn't know what to tell me. I asked if they would replace it for me and he said no they didn't break it. I asked for the district manager's name and number, Mr Woodard gave it to me. The district manager's name is Brent at 804-553-4260. I have called about 10 times and I've been unable to get anyone on the line. There is a message that you can reach Brent on his personal line at 804-683-9719. I have left 4 messages for him. He has not answered or returned my calls. I can understand that he is probably busy, but I also get the feeling that I will never get a call back. This was my 3rd and final bad experience with them! Merchant's you are out thousands more dollars because of your crappy staff!