Damage claim concern

[washregal]

A customer recently came into the wash with a decal on the front hood of theor pick up. During our prep cycle .. the hp spray flaked aff about an inch of the decal..very minimal touch however it did flake the decal. The hood decal looks very second hand and not factory installed. We reference at our tunnelnwe arw not responsible for aftermarket installation on products for any vehical relative to damage. The guy comes to us stating itnis 1500.00 to fix the decal. He did not have a quote for that $$ amount.. we asked to see a quote..he sends us in fromba detail shop for exactly 1500.00. We told the customer that we are not responsible for damage of products that are not factory installed. This decal would of flaked had the customer used our ss bays..

Now the customer is threatening us with a law suite as well as plastering our name all over social media to the local community. Has anyone else experienced this type of customer and issue in the past? What might be best aproach.

 

[Waxman]

My opinion is biased because I am in the middle of two of these situations right now at my car wash/detail shop. But I would stand my ground. Let them threaten lawyer all they want; people love to do that but they rarely actually have a lawyer and once they find out it's a $3000 retainer they quickly forget about the lawyer idea.

If they write you a nasty Google review you can just politely respond with as little words as possible. If they flame you out on Facebook etc. I wouldn't worry about it too much. In my experience this type of customer has a big long list of businesses that have done them wrong and they've spoken out about it publicly. Most people know to consider the source and I don't think it will affect you too much.

 

[Earl Weiss]

Did you have a sign that says "Read the Sign"

Check for on line photos of new Vehicles to see if the Decal was OEM. If it is check on line for owner manual to see if it references washing procedures for this. I was going to add to sign that customer is responsible for failing to follow owner manual instructions. Came in hnd a couple of times whre manual instructs them to fold mirrors when washing.

 

[washregal]

Did you have a sign that says "Read the Sign"

Check for on line photos of new Vehicles to see if the Decal was OEM. If it is check on line for owner manual to see if it references washing procedures for this. I was going to add to sign that customer is responsible for failing to follow owner manual instructions. Came in hnd a couple of times whre manual instructs them to fold mirrors when washing.

Hi Earl -

Yes we do have a sign.. but I dont have it say Red the sign.. a good idea. I will make this change.

 

[washregal]

Did you have a sign that says "Read the Sign"

Check for on line photos of new Vehicles to see if the Decal was OEM. If it is check on line for owner manual to see if it references washing procedures for this. I was going to add to sign that customer is responsible for failing to follow owner manual instructions. Came in hnd a couple of times whre manual instructs them to fold mirrors when washing.

My opinion is biased because I am in the middle of two of these situations right now at my car wash/detail shop. But I would stand my ground. Let them threaten lawyer all they want; people love to do that but they rarely actually have a lawyer and once they find out it's a $3000 retainer they quickly forget about the lawyer idea.

If they write you a nasty Google review you can just politely respond with as little words as possible. If they flame you out on Facebook etc. I wouldn't worry about it too much. In my experience this type of customer has a big long list of businesses that have done them wrong and they've spoken out about it publicly. Most people know to consider the source and I don't think it will affect you too much.

I agree in ths and was leaning towrd this. If I do this for this guy it would also set a precedent. - Cant have that