Another damage claim

[sudsurfer]

Had a customer come in five days after he washed his car and claimed we caused some damage. As with most, I explain system and how it could not have done this damage, but he is welcome to fill out an "Incident report". He says by me offering to let him fill out a damage claim, I am basically saying my wash could have done the damage. Most operators in our area pretty much tell them to leave property and come back with lawyer. We don't want to be like that, but are tired of everyone assuming we did the damage. Any advice on how to handle situations like this?

 

[I.B. Washincars]

5 days later...I would tell him to go pound sand! They are just accusing you to see if it sticks.

 

[Jeff_L]

That's a long time to wait before contacting you. You don't know what's been done with the vehicle since it's been off your lot, you may be the only one who'd listen at this point. I wouldn't apologize, I'd just say that there's nothing you can do since they didn't report it immediately on that day of the wash.

 

[Earl Weiss]

I advise them that once they leave the premises we do not consider any claim of damage. If they ask "why?" I explain that there are hazards out on the road and in Parking lots that far more numerous than anything in the wash and if I considered such claims I would have a line of people coming to make claims longer than lines for washes on the busiest days.

Often they explained how they did not go anywhere or do anything where they could have encountered such a hazard after the wash. The damage may have been there before the wash and was on the passenger side they normaly don't see or under dirt that would not be readily visible.

My form has a disclaimer "Completion of this form is not n admission of liability by any party."

 

[sudsurfer]

I advise them that once they leave the premises we do not consider any claim of damage. If they ask "why?" I explain that there are hazards out on the road and in Parking lots that far more numerous than anything in the wash and if I considered such claims I would have a line of people coming to make claims longer than lines for washes on the busiest days.

Often they explained how they did not go anywhere or do anything where they could have encountered such a hazard after the wash. The damage may have been there before the wash and was on the passenger side they normaly don't see or under dirt that would not be readily visible.

My form has a disclaimer "Completion of this form is not n admission of liability by any party."

Thanks for everyone's advice. The customer was insinuating since we have "damage forms" we could have caused the damage. It's sad so many people associate damage and car washes. Makes our job even harder.

 

[Earl Weiss]

Thanks for everyone's advice. The customer was insinuating since we have "damage forms".....

That is why my form is called "Alleged Incident report".

 

[Waxman]

I would skip having the customer fill out an incident report.

At my wash the employee (only) fills out an accident report.

Any damage claims that are false are handled by me saying 'i am sorry but the damage could not have occurred here' and walk away.

my personal feeling is: i will take responsibility for all i am truly responsible for and zero responsibility for what i am not responsible for.

 

[Earl Weiss]

Having a report can protect you in many ways. For instance, my report repeats the disclaimer signs saying customer has had notice that customer is responsible for unlowered antannaes, previous damage etc. It also helps to have the owners name in case you do issue payment and then he reports it to the insurance company who atttempts to collect a second time. If I have evidence it is not our fault i file it along with the evidence, video, photos etc. Like now, when State farm comes after me on a subro claim a year later, I can go right to it and have material to show the judge.

 

[sudsurfer]

Thanks for all the advice. Would anyone want to share their damage claim forms?

 

[Earl Weiss]

Thanks for all the advice. Would anyone want to share their damage claim forms?

Send me a PM with your e-mail.

 

[hkim310]

This is one of the parts of being a car wash owner that makes this job difficult at times. I always attempt to take the customer into the tunnel to show them how the equipment works so they can see for themselves what can and cannot be done to a vehicle. Of course with some customers, they are insistent and do not want to listen to reason. I always attempt to apologize for any inconvenience but explain that I cannot and will not accept liability for damages that we do not believe could happen here at the wash. Damage claim forms are important to fill out though for all instances because it keeps a record for you of the incident just in case you are presented with insurance calls, lawyer calls, etc. It gets tough remember incidents that may have happened months ago.