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spencersauto

Damage to customers vehicle

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How do you handle if a customer comes in a says their windshield wasn't cracked when they brought it in, have a blow out while driving a car, etc?

 

my techs are noting this on our courtesy inspection if they see any damage prior to service. Today I had a customer return they told me their windshield was cracked on one side when they brought it in but not on the other. I explained to her that we notate all damage and I would be happy to review our security cameras to check. Check the footage and have a clear shot of the tech pulling up with no crack after the repairs. The windshield was replaced earlier this year and the quality is below par as they didn't reinstall the hood trim at the corners of the hood and windshield. My guess is it was cracked at the corner at installation and with the weather changes this week it cracked. This is the first time this customer has been in since 2015. We also have a clause on our invoices that we aren't responsible for fire, theft, articles left in vehicles, any damage or acts of God. 

 

Weve only had this come up a few times over 16 years but wanted everyone's opinion on how you would handle.

Edited by spencersauto

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