as an ex barlow employee the writing was on the wall 10 years ago, there was such an arrogance among managment that barlow knew best, there attitude was that they were privelaged to deal with barlow ,barlow didnt need them they need barlow,they started to loose customers to toyota,linde etc so they started to charge there existing customers over inflated prices for damage etc, to reach there targets, customers told them to get lost so they charged the ones that were left even more to reach there golden targets, it became a viscous circle. they then centralised things which again lost customers.customers want local support not faceless call centres. another problem was most of the middle managment seemed to always promote up the ranks relatives, friends and the occasional baby sitter you could be the biggest idiot in the world if you had a relative as a manager you got up the tree, you could write a book about it and there stupidity,