Verified CustomerThank you for sharing your concerns with us. We take complaints like this very seriously and it's clear that your experience didn't meet the standards we strive for. It’s not our intention to cause confusion or frustration with any fees, and we understand how troubling it can be when the situation feels unfair. Your vehicle was severely damaged by the hail and upon drop off we immediately wrote up a thorough blueprint to repair the vehicle back to pre-hail conditions. Unfortunately the damage was so severe that the repair cost exceeded the value of the car and your insurance came out and they made the determination that it was a total loss. As for the usual and customary fees involved when a vehicle is totalled we waived those for you as a gesture of good will. If you have any other questions or concerns please feel free to reach out to our manager Scott Branum at scott.branum@continentalcollision.com