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Customer cancels repair

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Hello all,

 

We recently had a customer cancel a repair that was authorized over the phone. This was a rather labor intensive job and about 45-50% through the service, customer calls in to cancel stating he was not told what the problem was by our service advisors. We had already ordered all the parts and I had the head mechanic start the disassembly process.

 

How would you go about handling such a situation? What are your policies and procedures for cancellation of repairs?

 

In regards to paperwork, the vehicle was towed in by a wrecker service. We have been in business for quite sometime now and are located in a busy area in Los Angeles, but have never experienced such a customer before.

 

Thanks for your thoughts and opinions in advance.

 

Nick

 

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