What a day!

[Kristopher1129]

Had an extremely busy day today! But, that's not the reason I'm posting...

So, long story short...customer books an interior service with me. I perform my magic, he LOVES the job. Enough so that he wants the outside done now too. Obviously a good thing!

My schedule has been hectic, and I was at least a week out schedule wise before I could even think to do his exterior. I say, let's make an appointment and get it back in here when I can do it. He states he's going out of town, so he can leave the vehicle with me...I say ok.

I do the exterior, and the customer is psyched, loves the job. He calls me a few minutes after leaving with the vehicle. Asks if I know anything about some chips in the bumper. I say yeah...they were in plain view, so I was careful to avoid the area (thinking he's wondering if I made it worse or something). Not the case...

He goes on to say the dreaded words we all hate to hear..."Well, they weren't there when I dropped it off". Whether they were or not...I really couldn't say, as my initial focus was the original interior service. Vehicle sat outside my shop for almost a week before I performed my exterior.

Granted, this was a new purchase for the customer...who was brilliant enough to buy a vehicle that was FILTHY. I'm talking covered in salt and grime to the point where guessing the color was difficult.

My guess, it was there the whole time. Getting the exterior done just pointed out the flaw. Now, he's actually trying to get me to fix this "accident"...which isn't happening, cause I did nothing to the vehicle, and my insurance won't cover anything done outside my shop, and out of my hands.

Short story long...not my problem IMO. Thoughts??

 

[alko]

Oh man...I'm really sorry to hear this. Its stories like these that make me dread doing other people's cars.

Was there a notation of mileage when dropping the car off? He can't necessarily prove you did it and you can't necessarily prove you didn't do it. IMO its a matter of hearsay.

I'm sorry I don't have any real suggestions but I feel you shouldn't pay for it at all.

 

[Twister]

How many chips are we talking about?

If its just a few it might be worth it to get a tube of touch up paint and touch them up. A few buck will get the guy off your back and everyone is happy.

They may have been there before but they weren't documented and you can't prove they were. I would love to say its not your problem but in the end it will be if the guy tells others that you did it and didn't want to fix it. It could cost you some business in the end

 

[tw33k2514]

How many chips are we talking about?

If its just a few it might be worth it to get a tube of touch up paint and touch them up. A few buck will get the guy off your back and everyone is happy.

They may have been there before but they weren't documented and you can't prove they were. I would love to say its not your problem but in the end it will be if the guy tells others that you did it and didn't want to fix it. It could cost you some business in the end

:iagree:

Probably was there when he dropped it off, but he sounds like the type that would go around bashing you.

 

[Shawnw]

Dr Colorchip? Pricey but effective...Did he buy it used? Can you find the ad and look up sellers photos?

 

[Kristopher1129]

Oh man...I'm really sorry to hear this. Its stories like these that make me dread doing other people's cars.

Was there a notation of mileage when dropping the car off? He can't necessarily prove you did it and you can't necessarily prove you didn't do it. IMO its a matter of hearsay.

I'm sorry I don't have any real suggestions but I feel you shouldn't pay for it at all.

I spoke with his insurance agent, and that's the conclusion we came to. It's "he said, she said". There's no ground to go off of.

How many chips are we talking about?

If its just a few it might be worth it to get a tube of touch up paint and touch them up. A few buck will get the guy off your back and everyone is happy.

They may have been there before but they weren't documented and you can't prove they were. I would love to say its not your problem but in the end it will be if the guy tells others that you did it and didn't want to fix it. It could cost you some business in the end

That's not something I'm worried about. I've got so many dedicated customers that know I'm an honest business. One guy running around complaining will do absolutely nothing to my business.

Plus, he said over and over how happy he is with the job, so what can he really say? "he did a great job! But, he wouldn't fix some chips that he didn't cause", ha. He just should have looked the vehicle over better before buying it. It was covered in filth...that's why you don't buy a dirty vehicle...dirt will cover up flaws.

:iagree:

Probably was there when he dropped it off, but he sounds like the type that would go around bashing you.

Not a concern of mine. He loved the work, so there's not much to say. If I damaged the vehicle...I would have told him right away, and had it fixed immediately.

Dr Colorchip? Pricey but effective...Did he buy it used? Can you find the ad and look up sellers photos?

I just looked for the ad...I think I found it, but there's only one picture which doesn't show the area well enough.

I'm positive the damage was there already. Mainly because when I washed it...I would have noticed a clean hit, on a vehicle as dirty as that one. It would have been obvious. But, it was covered in dirt like the rest of the vehicle. The damaged area would have stuck out from the rest had it been hit.

And yes, he bought it used. It's got almost 130,000 miles on it, ha. I really feel like he's just bummed he never noticed the defect, and he's trying everything he can to get it fixed without paying up himself. He's trying to take advantage of the situation. For all I know...he could have planned this the whole time from the start.

 

[Flash Gordon]

I would give him the number to my bumper repair guy and wish him the best of luck

There is no way you caused this

 

[Bates Detailing]

Wow - sorry to hear this Kris..... my worst nightmare for sure, but inevitable at the same time. This will pass and all will be well again. Goodluck man.

 

[Bunky]

There are always situations in any business like this and doing an inspection before receiving something is just being safe.

 

[BobbyG]

There are always situations in any business like this and doing an inspection before receiving something is just being safe.

:iagree: and digital cameras are cheep insurance for saving those before shots...

 

[C. Charles Hahn]

Was there a notation of mileage when dropping the car off? He can't necessarily prove you did it and you can't necessarily prove you didn't do it. IMO its a matter of hearsay.

Unfortunately the courts usually side with the consumer in cases like that, though.

One guy running around complaining will do absolutely nothing to my business.

I wouldn't be so quick to proclaim that. Even one customer running around telling people about his "horror story" can make an impact when it comes to new conquests.

 

[slickooz]

There all types of people in this world..... I wouldn't worry about this, a car with 130k miles will have rock chips. Especially a car that was filthy and not taken cared for.

 

[Kristopher1129]

I would give him the number to my bumper repair guy and wish him the best of luck

There is no way you caused this

I haven't heard from him since I spoke to his insurance agent. If he calls again...I'm basically telling him exactly that, good luck buddy.

Wow - sorry to hear this Kris..... my worst nightmare for sure, but inevitable at the same time. This will pass and all will be well again. Goodluck man.

Yeah, I'm not worried about it. I really feel like he's just trying to pull a fast one. I'm not going for it.

There are always situations in any business like this and doing an inspection before receiving something is just being safe.

Easier said than done. When you're dealing with 4,5, or 6 vehicles at once...that can be tough. That's why I'm an LLC. :xyxthumbs:

:iagree: and digital cameras are cheep insurance for saving those before shots...

yeah, I do take pictures from time to time of certain things. But, this time I didn't. I should have...but, busy busy busy, ha.

 

[Ted S.]

This is why I am afraid to go into business for real. One customer points out a "pre-existing" flaw that they just now noticed after the vehicle was in your care. One customer like that would brake a broke college kid like me.

 

[TLMitchell]

If you had a customer that was angling for a deal, that was looking for something for nothing and picking apart your work, the kind that are never satisfied, then I'd say tell him to go s**t in his hat. However, you appear to have a customer that likes your work and essentially is already a repeat customer. If the car was so filthy you didn't notice the chips he probably never saw 'em either. One of you is convinced they were there, the other is convinced they weren't. Which makes you both right because each honestly believes his point of view.

You didn't inspect closely and document and left yourself wide open. The job apparently wasn't inspected at pickup and discrepencies pointed out. Oversight and learning frequently has a price. This could be a cheap learning experience.

IMO, if these "chips" are nothing more than what can be addressed with a paint pen or a bit of touchup paint it may be in your best interest to just touch it up and have a happy customer vs having someone badmouthing your business.

When you're in business you can't put a price on goodwill and satisifed customers even if they're a PITA.

my $.02

TL

 

[Flash Gordon]

There are always situations in any business like this and doing an inspection before receiving something is just being safe.

Its impossible to do a visable inspection when a car is dirty. Sure, you can do a walk around to make sure there are no hugh dents anywhere, but to pick out every knick and scratch is impossible. IMO your only setting yourself up if you practice this method

1) Unfortunately the courts usually side with the consumer in cases like that, though.



2) I wouldn't be so quick to proclaim that. Even one customer running around telling people about his "horror story" can make an impact when it comes to new conquests.

1) Not true. The Judge will side with whoever presents the best case. All Kris would need to do is visit a grocery store parking lot and snap close up pics of 20 different cars around the same year as the complaitant car and show that most all cars have this damage


2) I wouldn't worry to much about that either. This guy's freinds probally all ready know the way he always complains about everything all the time. I doubt its the first time. These things usually run in patterns...

 

[Kristopher1129]

If you had a customer that was angling for a deal, that was looking for something for nothing and picking apart your work, the kind that are never satisfied, then I'd say tell him to go s**t in his hat. However, you appear to have a customer that likes your work and essentially is already a repeat customer. If the car was so filthy you didn't notice the chips he probably never saw 'em either. One of you is convinced they were there, the other is convinced they weren't. Which makes you both right because each honestly believes his point of view.

You didn't inspect closely and document and left yourself wide open. The job apparently wasn't inspected at pickup and discrepencies pointed out. Oversight and learning frequently has a price. This could be a cheap learning experience.

IMO, if these "chips" are nothing more than what can be addressed with a paint pen or a bit of touchup paint it may be in your best interest to just touch it up and have a happy customer vs having someone badmouthing your business.

When you're in business you can't put a price on goodwill and satisifed customers even if they're a PITA.

my $.02

TL

Touching it up was something I did immediately. I'm not an A hole...I'll touch up paint for free if they ask.

Also, this whole "walk around" thing doesn't make sense to me. I get why you would do it, if you don't have insurance. I honestly could not do a walk around on every vehicle that comes through here...it's just too much work, and for nothing IMO. Plus they are all dirty. Usually I don't even see certain things till it's cleaned up.

Even if I had a picture of this guys bumper damage...he would still say it wasn't there. He's pretty stern about it.

Its impossible to do a visable inspection when a car is dirty. Sure, you can do a walk around to make sure there are no hugh dents anywhere, but to pick out every knick and scratch is impossible. IMO your only setting yourself up if you practice this method




1) Not true. The Judge will side with whoever presents the best case. All Kris would need to do is visit a grocery store parking lot and snap close up pics of 20 different cars around the same year as the complaitant car and show that most all cars have this damage


2) I wouldn't worry to much about that either. This guy's freinds probally all ready know the way he always complains about everything all the time. I doubt its the first time. These things usually run in patterns...

I completely agree. You can't pick out anything on a dirty vehicle. So what am I supposed to do? Keep the customer there till it's done being prepped, and then walk around? No way, ha.

I highly doubt a judge would make me pay for this. IF something did happen...it happened outside my business, and it would have been a hit and run situation. Just cause the vehicle was near my shop, doesn't mean I'm responsible for damage done to the vehicle by others.

If I hit it...that would be different. But someone random backing, or driving into it is not my issue. If anything, his insurance should take care of it since it's accidental damage. My insurance has nothing to do with it.

It's like saying a tree fell on his car in the middle of the night out in the parking lot...that's my fault?

 

[ShineTimeDetail]

I hate bumpers..Ive had bumper problems lol and the guy was incredibly happy with the work but as many know it turned real ugly.

I had a lady who bought a new van from NC a week or so ago from a dealer. Had me come out to do a full detail. Calls me later that day and says her CD wont eject anymore. First thing I thought was oh great here we go again. I honestly haven't talked to her since she left an email but I'm sure it was just broke to begin with. I learned my lesson back in the summer when a customer said I put water spots behind the face plate on his CD player. Now I don't put anything near that stuff.

The problem is, you never know when someone is setting you up or not. See if you do a thorough inspection and you miss something its your fault bc you didn't state it.

Best of luck on this Kris.

 

[ShineTimeDetail]

Also you'd be surprised with insurance companies. I had someone claiming I did $1500 to a vehicle of his. he turned it in to his insurance company they spoke with me and called me back and said they were not going to cover it. If you are doing the right thing it all works out.

 

[Kristopher1129]

Also you'd be surprised with insurance companies. I had someone claiming I did $1500 to a vehicle of his. he turned it in to his insurance company they spoke with me and called me back and said they were not going to cover it. If you are doing the right thing it all works out.

Yeah, I actually already spoke with his insurance. Me and the agent seemed to be on the same page, which was that it's basically "he said, she said". He said it was done while it was at my shop (which it wasn't done IN my shop), and I say the damage was most likely already there.

Between me, and the customer...who do you think has the detailed enough eye to notice accident damage? I'd say me...and I would have noticed a new hit on a dirty vehicle immediately.

He just never noticed it cause the vehicle was filthy. I exposed it with detailing...and now he wants it fixed, so he's trying to get my insurance to cover it. Not gonna happen. Repeat customer or not...I'm not raising my insurance premium, or paying out of pocket just to make sure this guy doesn't bad mouth me.

If I caused the damage...I would have absolutely taken care of it without question. I've had issues in the past a couple times where damage accidently happened. I had it taken care of immediately, and the customers were extremely happy. This just isn't something I'm at fault for.

I can't be liable for every customer making a bad vehicle purchase.