Older Cars PITA

[Earl Weiss]

OK, this last week is making me take the leap.

Out of 4 locations, 2 damage issues each at a different place.

DS Mirror on a 2002 Chevy, and Rear Wiper motor on a 2002 4 runner.

No other mirror or rear wiper issues. The wiper was still in perfect condition but the threaded stub on the motor broke. Offered to buy and install motor at my cost. Customer insists work be done by a Toyota "certified" shop , whatever that means. I explained he could obtain and instal parts wherever he wanted but I would only reimburse what the part would cost me. He said i would hear from his insurance company.

Anyway, signs ordered that has among the :Customer is responsible for items.
VEHICLES 10 YEARS OR OLDER* - ANY PART
*2004 Model year

I plan to have a form letter made up plus a seperate sign as well.

Reviewed about a years wrth of invoices for mirrors antennaes etc. for 4 locations 95+% were for vehicles 10 years old +


Thoughts.

 

[MEP001]

No other mirror or rear wiper issues. The wiper was still in perfect condition but the threaded stub on the motor broke. Offered to buy and install motor at my cost. Customer insists work be done by a Toyota "certified" shop , whatever that means. I explained he could obtain and instal parts wherever he wanted but I would only reimburse what the part would cost me. He said i would hear from his insurance company.

There's something not too bright about a person carrying full-coverage insurance on an 11-year-old vehicle.

 

[Earl Weiss]

New Signs have arrived. The "10 Year old' discalimer is now part of the Antennas, loose parts etc. sign plus a seperate 2 ft x 2 ft sign saying:


NOTICE
CUSTOMER IS RESPONSIBLE
(WE ARE NOT)
FOR DAMAGE TO
ANY VEHICLE
10 YEARS OLD*OR OLDER
THIS INCLUDES DAMAGE
TO OR CAUSED BY
ANY PART ON THE VEHICLE
*2004 Model
MANAGEMENT

I will change the model year annualy in the fall.

I also have a form letter prepared for Managers to give customers. It says:



Dear Valued Customer,




This facility uses the latest and safest car wash equipment available.

Thousands of vehicles are washed every month without incident. All vehicles are treated in the same manner.

Unfortunately, vehicles 10 years old and older have parts that are on the verge of failing, or coming loose due to impacts, repeated flexing, bending, ordinary wear and tear, corrosion or deterioration. These conditions are not apparent from surface inspection.

The fact that something on a particular vehicle broke or came loose while dozens or even hundreds of identical or similar makes and models were washed without incident immediately before and after this occurrence establishes that the issue was caused by the condition of vehicle and the wash process was being performed in a safe manner.

We cannot be held responsible for unique conditions of a vehicle which makes it unable to withstand the safe car wash process.




Sincerely,

Management.

 

[Earl Weiss]

In the last week, at another location had a seperate incident. A 2001 Navigator DS Mirror, the Colored cover on the back side of the mirror came off. No impact marks. Typical adhesive foam tape on the underside and some gloppy Glue residue. Cover ahd some tiny cracks aronf the edge. Could have happened when it hit the floor. Challenged customer to pull of the PS cover. It couldn't be done. I guess the glue on that side was better? Denied the claim. As luck would have it another navigator came thru when I was watching. All went smooth as silk.

 

[newtunnel]

New Signs have arrived. The "10 Year old' discalimer is now part of the Antennas, loose parts etc. sign plus a seperate 2 ft x 2 ft sign saying:


NOTICE
CUSTOMER IS RESPONSIBLE
(WE ARE NOT)
FOR DAMAGE TO
ANY VEHICLE
10 YEARS OLD*OR OLDER
THIS INCLUDES DAMAGE
TO OR CAUSED BY
ANY PART ON THE VEHICLE
*2004 Model
MANAGEMENT

I will change the model year annualy in the fall.


I like it but instead of buying new signs every year I would state 10 years as of today's date. I can't tell you how many 4runners ford exploder rear wipers have snapped off in our wash. We now use plastic bags and pull back our Quick fires (Belanger) on cars with issues. Haven't broken a rear wiper in weeks. In a separate incident lady comes out of the wash (Ford non fold mirror) hanging off and she wants me to replace it. I said would you also like me to replace the screw someone used to put it back on with? She said oh I must have purchased it like that!!!!

 

[robert roman]

If you visit legacy carwash chains, most will not have “we are not responsible for anything that goes wrong” signs or employees handing out warning letters.

What you will find is these companies have developed an employee manual that describes roles and responsibilities and operational manual with detailed standard operating procedures.

These companies as well as some of the larger convenience store and petroleum retailers that operate carwash also have developed accident prevention and management kits to mitigate risk of claims.

Most kits describe what to do if someone is injured on the job, if a customer is injured on property, car wash incident report, manager’s investigation report and carwash checklist report.

With these tools, you can train employees and implement SOP’s and monitor and mitigate claims risk. Moreover, you have supporting documentation.

Operators who make this effort often experience greater piece of mind and less claims and the process is more appealing than posting a sign or handing out a letter that basically says “stay out.”

 

[Earl Weiss]

If you visit legacy carwash chains, most will not have “we are not responsible for anything that goes wrong” signs or employees handing out warning letters.<<
..............................


With these tools, you can train employees and implement SOP’s and monitor and mitigate claims risk. Moreover, you have supporting documentation.

Operators who make this effort often experience greater piece of mind and less claims and the process is more appealing than posting a sign or handing out a letter that basically says “stay out.”

1. My post was somewhat misleading in that the letter is only to be used if there happened to be a problem.
2. I guess going back 60 years with 4 locations does not qualify us as a "legacy".
3. All else are great suggestions for those living in an ivory tower. The last 4 issues, at seperate places would not have been prevented by any procedure irrespective of the amount of labor available. The condition issues were not aparrent until after the item failed.
4. EEs operating with one or no employees at the tunnel who rely on speed of process as a feature deemed desireable by patrons do not have the business model which allows lengthy and detailed inspections.
5. I have found that when a manager denies a claim for just cause the customer insiss on seeing the boss. In the interest of good will I usualy make an appointment to see the customer and inspect the damage. This procss takes an hour or more to complete. (Travel, waiting time, actual meeting etc.) It is time I would rather spend on more productive activities. Time is the most valuable commodity.

 

[Earl Weiss]

I will change the model year annualy in the fall.


I like it but instead of buying new signs every year I would state 10 years as of today's date.

The sign layout is such that the "* 2004 Model Year" will be replaced with the new year each Sept. when new models are out. (I will have the sign shop match the font etc.)
I put the year to avoid issues as to when the model year changes and any arithmetic issues.

 

[robert roman]

“2. I guess going back 60 years with 4 locations does not qualify us a "legacy".”

I offered no opinion about your business in my comments.

“3. All else are great suggestions for those living in an ivory tower.”

I didn’t create the suggestions they were taught to me by veteran operators.

“4. EEs operating with one or no employees…..do not have the business model which allows lengthy and detailed inspections.”

Pre-wash inspection of vehicles prior to loading on a conveyor is an SOP in every operation manual I’ve ever read.

“5…..In the interest of good will I usualy make an appointment to see the customer…..This ….takes an hour or more…. It is time I would rather spend on more productive activities. Time is the most valuable commodity.”

What is more productive as an owner than satisfying customers and conserving their time?

 

[Earl Weiss]

“

I didn’t create the suggestions they were taught to me by veteran operators.

“4. EEs operating with one or no employees…..do not have the business model which allows lengthy and detailed inspections.”

Pre-wash inspection of vehicles prior to loading on a conveyor is an SOP in every operation manual I’ve ever read.


What is more productive as an owner than satisfying customers and conserving their time?

Seriously Robert. Every operation manual? How many were for unattended Tunnels or EE's with perhaps the only human being the loader? Lets be realistic and compare apples to apples.
Attempting the impossible is not a productive use of anyones' time.

 

[Earl Weiss]

First use. Night attendent left an Alleged insicdent report. 1998 Tahoe 135k Miles. Per customer on report "Brush that cleans DS Rocked Mirror forward and Glass came out. Tabs broke on back side of mirror - Mirror is hinged."

Sending him the form letter.

Through the yeatrs when these have fallen out and not broken we glue them back in.

 

[Earl Weiss]

Guy with 1998 Tahoe calls. My manager advises him of the policy. Customer says we are discriminating. He insists on speaking to me. How productive will this use of my time be?

 

[MEP001]

Since your policy is in plain view, I don't see that you have an obligation to meet him face-to-face, but it wouldn't hurt to give him a call to explain briefly that you're not responsible.

 

[Earl Weiss]

Called him Explained policy. Told him I heard he thought we were dicriminating against his car. He says "That's right. I'm a lawyer ( and it's againat the law to discriminate". I said:"Really, please tell me what statute makes the age of cars a protected class like sex, race, national origin, religion etc." He then says, "Well thats not what I meant." Tells me the brush folded the mirror forward and the hard slapping cause the glass to come out since the glass was facing out.

Also says the mirror was only 6 years old because he knocked it off 6 years ago and replaced it, but he replaced it himself with OEM equipment. He must have read the part of the sign disclaiming repsonsibility for non OEM stuff. So, he argued that my claim of 10 year old stuff being on the verge of failure did not apply to this part. Explained I was not willing to make an exception on a case by case basis for this type of claim. He also noted we had a new pair of brushes and these were the culprit. Told me he couild not believe he was the only one this happened to. Advised that so far ver 5000 cars on these brushes and he is the only one, but out of 4 locations we get about one of these a year. We discussed Negligence theory and I explained nothing indiucates any negligence so I was sorry, but I would not make an exception. Also told him repalcement glass panels were available for most mirrors on the net for reasoneable prices.

Some might consider this a productive use of my time. I am not so sure.