You quote a job, you do the work, the customer pays for it. How is that complicated?
You don't quote the work, the customer doesn't approve the work and you don't do that work. Simple, right?
You quote the work, have the customer pay for the work, then you don't do it and lie about it repeatedly. You tell the customer on the phone work has been completed and when they show up it hasn't been at all.
Customer gives you a deadline, you can make the deadline so you take the job.
Customer gives you a deadline and you can't do it, you tell the customer and negotiate or you don't take the job. Seems fair?
Customer gives you a deadline, you lie about it over and over and 19 months later sweet freak all has been done. That's not right imo.
None of things are rocket science and this particular "Car Modifications" shop from East Maitland is guilty of all the above. I won't mention which "Car Modifications" shop but suffice it to say they weren't just a normal smash repairer but someone who claims to do "Car Modifications".