Customer claims I cracked her windshield...

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fivestar_dc

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Craziest thing happened today. I detailed two vehicles at customers' home: an SUV and a car. I had a helper with me and the jobs went well. Both vehicles were parked in driveway, and I detailed them without having to move them. For the first four hours, we did the interiors on each vehicle. Then later, we did exterior. Customer was putting floor mats back in, inspecting the SUV, etc. around 3:00 as we were finishing up the exterior on the car. Then, at 3:30 we finished, and I knocked on the door to get him. He came out, took a look at the vehicles, and mentioned a long crack in the windshield from top to bottom. He was irate about it, as he had just purchased the vehicle from a private party the day before. There was a very awkward silence, and then after a bit, I resumed the "after-tour," showing him the much improved headliner, interior, etc. He paid me the full amount plus a $20 tip, and away we went.

Now just a half hour ago, his wife texts me asking "are you going to pay to replace the broken windshield?" I called her and told her that it was highly improbable, if not impossible, for me to have caused the crack. There was a deep rock chip at the top of the windshield about 5mm from the roof. From there, the crack proceeded downward all the way. Furthermore, she told me on the phone that there was no crack when her husband put the floor mats in, which was at 3:00...which was AFTER I was done power washing and only a half hour before I left! Which would have meant that the spider crack would have had to appear in a half hour's time, and I would have had to cause it in the first place. I don't see how in any way, shape, or form I should have to compensate her. Do I feel bad that their windshield is cracked? Yes. But is there any way that I am responsible? I can't see it!

I called her later tonight and we had a cordial conversation. I told her that I'd reach out to my auto detailing friends and see if this had ever happened before, and in turn she was going to talk to her husband after he calms down. Any thoughts?

Thanks!
 
fivestar_dc said:
Craziest thing happened today. I detailed two vehicles at customers' home: an SUV and a car. I had a helper with me and the jobs went well. Both vehicles were parked in driveway, and I detailed them without having to move them. For the first four hours, we did the interiors on each vehicle. Then later, we did exterior. Customer was putting floor mats back in, inspecting the SUV, etc. around 3:00 as we were finishing up the exterior on the car. Then, at 3:30 we finished, and I knocked on the door to get him. He came out, took a look at the vehicles, and mentioned a long crack in the windshield from top to bottom. He was irate about it, as he had just purchased the vehicle from a private party the day before. There was a very awkward silence, and then after a bit, I resumed the "after-tour," showing him the much improved headliner, interior, etc. He paid me the full amount plus a $20 tip, and away we went.

Now just a half hour ago, his wife texts me asking "are you going to pay to replace the broken windshield?" I called her and told her that it was highly improbable, if not impossible, for me to have caused the crack. There was a deep rock chip at the top of the windshield about 5mm from the roof. From there, the crack proceeded downward all the way. Furthermore, she told me on the phone that there was no crack when her husband put the floor mats in, which was at 3:00...which was AFTER I was done power washing and only a half hour before I left! Which would have meant that the spider crack would have had to appear in a half hour's time, and I would have had to cause it in the first place. I don't see how in any way, shape, or form I should have to compensate her. Do I feel bad that their windshield is cracked? Yes. But is there any way that I am responsible? I can't see it!

I called her later tonight and we had a cordial conversation. I told her that I'd reach out to my auto detailing friends and see if this had ever happened before, and in turn she was going to talk to her husband after he calms down. Any thoughts?

Thanks!
Click to expand...

You do have liability insurance?
 
I agree with Rsurfer

However, people now a days are malicious, and if you don’t believe me, you never ran into one.

I’m not saying he did it, but some people will scam you to get you to pay for something.

Mike, has this thread where he gives you downloads of cars exterior, so you can print them, and go over the car with your client.

Rsurfer I’m barely learning paint correction don’t discourage me lol����

Also if the client tipped you, he knows you weren’t responsible.

That my opinion.

Especially now clients don’t even inspect there cars at all, drive close and get rock chips, I see it all the time.
 
One possibility...although far fetched.....could it be that the cold water hitting a hot windshield caused the crack to open up from the rock chip? I'm not even sure such a thing is possible.....just putting it out there.

I had a customer tell me that the sealant I put on their vehicle caused their outside thermometer to malfunction.....I have someone had tell me that I caused one of their tires to develop a slow leak.....I had someone....who has four cats....tell me that there was a scratch on the roof of their car that my 16 lb cat caused.....that cat couldn't leave the ground if it wanted to....the best was when I was told that my vacuuming caused a short under the dash of their car.
 
@Briar I have heard your theory about cold water hitting hot windshield , which makes it crack more. It sounds stupid but I have heard it. Whether true or not, it’s not out of possibility at all.

And thanks for sharing your story, like I said some clients will try to get you to be responsible for something they did.

Of course like Rsurfer said insurance is key, but what if we don’t have enough clients to afford it.
 
TrustJesus said:
@Briar I have heard your theory about cold water hitting hot windshield , which makes it crack more. It sounds stupid but I have heard it. Whether true or not, it’s not out of possibility at all.

And thanks for sharing your story, like I said some clients will try to get you to be responsible for something they did.

Of course like Rsurfer said insurance is key, but what if we don’t have enough clients to afford it.
Click to expand...

Then imo your rolling the dice.
 
@Rsurfer you got a point

Well, I think it goes on a case by case basis. If the client wants to be a pain, then yea.

However, if your client doesn’t care, but like you said you roll the dice.

Good thread, I’ll keep this as reference not to take clients word for it and inspect it over with them.
 
Rsurfer said:
Then imo your rolling the dice.
Click to expand...

Which is true. But when you're only doing 30 cars a year as a side gig, and these are ordinary DD's, insurance really eats into profits. I appreciate everyone's feedback. This man swore profusely on the phone when I had my first conversation about detailing his car two weeks ago, did the same today every time I saw him. Bad-mouthed the previous owner (he just bought these two vehicles from a private party a few days ago). Quite a cantankerous fellow, and I do believe it's very possible he's trying to scam or threaten me into paying for something I did not do and for which he's responsible. I think I'm going to start taking pictures before and after, and possibly implement a checklist.
 
fivestar_dc said:
Which is true. But when you're only doing 30 cars a year as a side gig, and these are ordinary DD's, insurance really eats into profits. I appreciate everyone's feedback. This man swore profusely on the phone when I had my first conversation about detailing his car two weeks ago, did the same today every time I saw him. Bad-mouthed the previous owner (he just bought these two vehicles from a private party a few days ago). Quite a cantankerous fellow, and I do believe it's very possible he's trying to scam or threaten me into paying for something I did not do and for which he's responsible. I think I'm going to start taking pictures before and after, and possibly implement a checklist.
Click to expand...

If this customer is a social guru or anyone in his family, your name is mud.
 
How can it be case by case? If this is your livelihood,the way you feed your family then you should treat it as a legitimate business. There’s many type of detailing services, all put you responsible for others possessions and many insurance policies have different terms to choose from to suit your needs.

I’m not ripping on anyone but in the OP there’s 2 sides to the story, if it goes to a small claim court I’m betting any judge will side with the car owner. When you present yourself as a legitimate business, have others trust you with their possessions but don’t protect yourself it just not in your favor.
 
@ Vobro
Without sounding rude, or sarcasm in anyway.

Let me explain, yes clients do trust you with there cars.

I agree with you, and it’s our responsibility to not damage them, again I agree.

Yes you need insurance, again I agree.

We all have different views, the goal is the same. To detail cars, get paid, not cause damage. I agree with you on all these.

Let me explain what case by case means to me anyway.

You get the typical busy person who doesn’t care about the car.

These people, eat inside, get rock chips, hit others while opening the doors, etc.

They don’t “care” about the daily driven car in other words.

Those clients already know the car will not be mint condition, or at least they should.

Those clients can’t expect their car not to have any rock chips, etc.

They just want there car “detailed” and then they go on and continue to abuse it.

Ok that’s client # 1.

Client # 2, is the Lexus owner. Now this client does take care of his car. He doesn’t abuse it, knows most imperfections. He will point out or notice if there is any damage to his vehicle.

He will call you out for any damage, as oppose to client #1 who doesn’t care about his car.

Does that make sense, I hope I worded it right without sounding rude man.

But yes, I agree with you and we need insurance to avoid stuff like this.

However, there are clients who would try to scam you just to get something “fixed”.

Don’t believe me, look at the news, how people treat others.




Heck I live by a carwash, today I saw a Corvette ( newer) owner run his car through the carwash tunnel.

I’m sure his paint got swirled, if he doesn’t take proper care of his car.

How, can he really expect it to be free from damage?

All I’m saying is yes, we should also protect ourselves from people who “claim” you did something.

Sent from my iPhone using AGOnline
 
This thread makes me angry, and here I thought only the news can leave me angry after a short read. And they leave me angry over the same thing; grimy, selfish people.

Just messing around though, I have no right to act hurt when this didn’t happen to me. Sorry you’re dealing with this. If this man is tarnishing you’re name it sounds like others with common sense may know him for complaining about everyone and everything. Put this in the rear view mirror and forget it happened?
 
Just to inform, the hot to cold transition, or vice versa, will cause a windscreen to crack, if there is a big enough stone chip already in it. I had a massive stone chip repaired a few months ago, I had to wait few days to get it done, they told me to avoid parking it with sunlight directly on it, and to not use the front demister on high heat as temp difference could cause the chip to expand and crack, which would then require a complete replacement. It was only replaced 3 months before.

So if it already had a chip in it, it was a pre-existing fault waiting to happen.

Sent from my F8331 using Tapatalk
 
I have an auto glass pro (I've used a number of times because of his knowledge and professionalism) who walks around the car I was replacing glass on and point out "defects" on a check sheet.
This helps protect him from possible "finger pointing" later.
 
To the OP....I have a possible compromise for you....if the customer has the insurance, the deductible may be very small to get the windshield replaced. Offer to pay their deductible, and then you're in the clear, and the customer has no out of pocket. They can not use the argument that their insurance will go up...it's not a chargeable loss and there is no third party involved. I remember an old TV ad that went something like this " A satisfied customer tells two people, a dissatisfied customer tells two hundred".

In lieu of having liability insurance, you need to do what you can to appease this person if it's your intention to continue doing business in a very competitive market.
 
I’d get a couple quotes from some glass repair places. Safelite will go to the clients house and be in and out in a few hours. You can pay for it and set the appointment up for them and know the cost. Let them know the “hoops” you’ll jump through to make it right.

Or as briarpatch(genuinely helpful post) mentioned, many insurance companies now cover this, doesn’t effect their insurance and may be a small fee(smaller than 3rd party replacement maybe?).

I’d make it right and watch this couple disappear in the rear view. I’d probably turn down any future service from the in the future as well. Believe me when I say this, there are some people who can NEVER be pleased.

They’re not singling out your work or business, they will treat everybody like this. You don’t have to be the person to return the karma, leave that up to somebody else
 
Rsurfer said:
Before you detail another car for money, you should be insured. A crack windshield is only a few hundred dollars..a paint job could be in the thousands.
Click to expand...


No one who's a professional detailer should be charging for a detail without insurance. The cost of insurance is small compared to the cost of potential vehicle damage. The potential for repairing paint damage could costs thousands of dollars out of pocket.

Also, if a customer is difficult to work with prior to doing the job, it might be best to just decline the job and save yourself some hassle.
 
Listen, I don’t call myself a pro detailer but I have more common sense now.
I’m working my way to become a better one, one day I will get there.
AG has been very helpful to me, I’m honestly humbled.
I’ve met some very good people here that have put there pride aside to help me out, good people


What if OP, client had run his car through a car wash and the windshield had cracked?

Would the carwash be then obligated to pay for it? Honest question, not trolling.
 
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