Quantcast
Jump to content


Customers Car Got Broken in to


Recommended Posts

Hey Guys,

 

I'm having some anxiety over a situation with a customers car. I was hoping everyone experiences can help come to the best solution.

 

I rent space out of a fix it yourself shop. One of my customers did not have the money to pay for their repairs. It took them 2 and 1/2 months to pay it. During that time the car got broken into and from what the customer said their were some valuable stereo equipment stolen. His list is also growing by the minute of what's missing and also he has receipts.

 

Have any of you guys experienced anything like this?

 

Thanks,

 

Monty

Link to comment
Share on other sites










I have company insurance that would cover it if the vehicle is properly secured. If its parked outside, the break-in would be no different than if it was parked in the lot at the mall. I agree with XRAC. I would charge him the storage fee if he expects you to pay for his stereo replacement. $10-15 a day for 2-1/2 months would cover most stereo replacements. Otherwise, I hope he had insurance on his stereo equipment. Of course, if he couldn't pay for a repair, I bet he doesn't have insurance at all.

Link to comment
Share on other sites

I've had situations like this in the past... but, never had one where they left the car for so long. If they leave a car for more than 30 days I file a claim on it... and then...it doesn't matter what they say.

 

What has happened in the past is the owner "forgets" where they put their stuff... for all you know they pawned the stuff but have totally forgotten about that. I wouldn't bend a bit... it's their problem. Why they could have left the car sitting in a Walmart parking lot for 2 months. Just because it's sitting "near" your place of business doesn't make it any of your concerns.

Link to comment
Share on other sites

autographed copies of "Hey Look, I Found the Loose Nut" are available at www.gonzostoolbox.com

LOL... yes, Joe...we should write a book, wait a minute....???? I did already... ROFL... great minds think alike.

 

 

Right Gonzo, that reminds me. About a year ago, a customer left his Acura for a few weeks while he was making up his mind to fix it or not. After we repaired the car, which was about 3 weeks later, he picked up the car. He came back the next day and said that a $5,000 gold watch his grandfather gave him was missing from the car and he wanted it replaced. He said the watch had a lot of sentimental value. I almost fell out of my chair in laughter. When I asked him where the watch was in the car, he said it was on the back seat. I told him that if the watch had so much sentimental value, why would you leave it in the car on the back seat? I told him, there is nothing I can do.

 

Boy, we should all together and write a book, right?

Link to comment
Share on other sites

My mechanic doesn't remember what was in the car but definitely does not believe anyone would be that dumb to leave all that valuable stuff inside. The car isn't even worth as much as the stereo equipment he is claiming.

 

Sounds fishy to me. Do you remember any of the stuff being in the car that he is claiming was stolen? I would speak to my lawyer and insurance agent before I make a decision. Is it your word against his? And do you have a storage policy clearly stated?

 

Why would anyone leave "valubale" stereo equipment in a car for 2 and 1/2 months????? I hate to be skeptical, but it sounds too fishy...

 

These are things about business that drive me nuts. We have enough to worry about on a daily basis.

 

Be firm, see if he can actually prove that stuff was in the car. Showing receipts is not proof.

Link to comment
Share on other sites

It's a shop where the owner, rents out space to people who want to fix their own cars. I'm getting ready to get out of there. I just use the place as a second location where I can reach customers in that area.

 

 

I'm just curious, what is a "fix it yourself shop"?

Link to comment
Share on other sites

Thank you all for the responses. It relieves a lot of anxiety. I finally met the customer face to face today and I hate to say it but I judged a book by its cover. I think he is trying to do an insurance scam on me.

 

He hands me a hand written receipt of all the stereo equipment he purchased in April. It looks like he got one of his buddies from a stereo shop to write him up a receipt. He also gives me another hand written receipt for additional stuff like new IPod. I asked if he had insurance and he says he only has insurance on his license? What does that mean?

 

What do you guys suggest that I do?

 

Thanks!

Link to comment
Share on other sites

Tell him to call a lawyer, call the police. They'll be happy to take a hand written reciept. Just because you bought them doesn't mean they were in the car. The police love stories like this.

 

Thank you all for the responses. It relieves a lot of anxiety. I finally met the customer face to face today and I hate to say it but I judged a book by its cover. I think he is trying to do an insurance scam on me.

 

He hands me a hand written receipt of all the stereo equipment he purchased in April. It looks like he got one of his buddies from a stereo shop to write him up a receipt. He also gives me another hand written receipt for additional stuff like new IPod. I asked if he had insurance and he says he only has insurance on his license? What does that mean?

 

What do you guys suggest that I do?

 

Thanks!

  • Like 1
Link to comment
Share on other sites

Be careful Along time ago at out old location we had a similar issue. It went to court and the judge ruled in the persons favor. Its almost as like they think its small money for a buisness. I had witnesses saying the belongings were not in the vehicle and it still did not matter.

Link to comment
Share on other sites

i personally have 2 signs inside my shop that reads in big bold letters :

NOT RESPONSIBLE FOR THEFT, DAMAGE OR ANY VALUABLES LEFT IN VEHICLE ON PREMISES

also when i start a repair order i ask all of my customers to read and sign a disclaimer that states the same message

saves me a headache or two

Edited by ricoexport
Link to comment
Share on other sites

i personally have 2 signs inside my shop that reads in big bold letters :

NOT RESPONSIBLE FOR THEFT, DAMAGE OR ANY VALUABLES LEFT IN VEHICLE ON PREMISES

also when i start a repair order i ask all of my customers to read and sign a disclaimer that states the same message

saves me a headache or two

 

Fyi in court it means nothing. As I said before we have first hand experience in this.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Have you checked out Joe's Latest Blog?

         5 comments
      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”
  • Similar Topics

    • By Changing The Industry
      Shop Marketing Pros Live at L&N Auto
    • By Changing The Industry
      The Basics of Owning An Auto Repair Shop - Part 6
    • By carmcapriotto
      At VISION 2024, Kim taught a class on customer loyalty. It was incredibly well received and we’ve decided to bring a conversation here in podcast form where she touches on a critical piece of business: creating loyal customers. Listen in for tips, strategies, and just real-talk!
      Thank you to our friends at RepairPal for providing you this episode. RepairPal will help you grow your auto business and you can learn more at RepairPal.com/shops.
      Show Notes with Timestamps
      Loyalty: strong feeling of support or allegiance What that means to me. Companies I am loyal to: Bear Mountain Bakery, Holtz Leather, The Basketry, Smallwoods Simon Sinek’s Ted Talk “Start with Why”: Your purpose, Your cause, Your beliefs We are lonelier & more apart than ever before Maslow’s Hierarchy of Needs Our Core Values We have an intense desire to feel a sense of belonging - even more with digital communication. Unreasonable Hospitality by Will Guidara - Episode 89: https://autorepairmarketing.captivate.fm/episode/089 Create Loyalty by: Being thoughtful and intentional with all you do. Understanding the difference between service + hospitality. Service is black and white. Hospitality is full color. Having authentic connection: Southwest Airlines - the heart, Ciro - my Italian driver, 1st Phorm, Eleven Madison Park Restaurant’s hot dog story, Bear Mountain Bakery, The Basketry, Holtz Leather, Smallwoods. Knowing your clients, understanding them, being present, listening, and being considerate and generous (read the book: Gift*ology). Being a trusted resource. VISION’s speaker: Scott Stratten, said, “If you want to worry about the bottom line, you’ve got to focus on the front line.” (To obsess about how your customers feel, you must obsess about how your employees feel. Customer loyalty comes after employee loyalty How are you taking care of your team? Daily Stand-Up (gratitude and top priority) + a checkin/awareness for me.Team Outings. Letters/notes/recognitions. Mentoring. Schedule emails/slack messages/texts Too many companies leave the human behind. We live in a world where we have an opportunity - responsibility - to make magic in a world that is desperate for it. When you make magic you add to the layers of loyalty being created. Make this part of how you do business. A process. A time, place, a procedure/reminder.  
      How To Get In Touch
       
      Group - Auto Repair Marketing Mastermind
      Website - shopmarketingpros.com 
      Facebook - facebook.com/shopmarketingpros 
      Get the Book - shopmarketingpros.com/book
      Instagram - @shopmarketingpros 
      Questions/Ideas - [email protected]
      Lagniappe (Books, Links, Other Podcasts, etc)
      Canva - Mood Boards  
      Click to go to the Podcast on Remarkable Results Radio
       
    • By carmcapriotto
      The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
      Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo:https://shopmarketingpros.com/chris/
      Check out their podcast here: https://autorepairmarketing.captivate.fm/
      If you would like to join their private Facebook group go here: https://www.facebook.com/groups/autorepairmarketingmastermind
       
      In this podcast episode, Chris Cotton from Auto Fix Auto Shop Coaching examines the JD Power 2024 US Customer Service Index Study. He offers strategies for auto repair shops to outperform dealerships by focusing on immediate service, convenience, and the smart use of technology. Cotton emphasizes the need for shops to educate customers and offer value through quality service rather than just competing on price. He advises shops to enhance their online presence and local advertising to attract customers. The episode is a guide for auto repair businesses to improve service and capitalize on dealership shortcomings to gain customer loyalty.
      The JD Power 2024 US Customer Service Index Study (00:01:10) Insights from the study on dealership customer service, wait times, and technician retention.
      Dealership Wait Times and Technician Retention (00:02:14) Discussion on the impact of wait times, technician retention, and the influence on customer satisfaction.
      Customer Preferences and Technology (00:06:25) Customer preferences for immediate service, convenience, and the importance of technology in service updates.
      Rising Costs and Customer Satisfaction (00:09:02) Increase in the average amount spent on dealer visits, the impact of inflation, and customer satisfaction.
      Adapting to Market Landscape (00:13:18) The need to embrace technology, improve communication, and address wait times and cost concerns.
      Advertising Strategies for Auto Repair Shops (00:14:22) Tactical approaches to leverage speed, convenience, technology, cost-effectiveness, education, and tailored promotions in advertising.
      Implementing the Marketing Strategy (00:19:05) Guidance on assessing current advertising channels, revamping content, and staying responsive to market changes.
      Connect with Chris:
       
      [email protected]
      Phone: 940.400.1008
      www.autoshopcoaching.com
      Facebook: https://www.facebook.com/
      AutoFixAutoShopCoachingYoutube: https://bit.ly/3ClX0ae
       
      #autofixautoshopcoaching #autofixbeautofixing #autoshopprofits #autoshopprofit #autoshopprofitsfirst #autoshopleadership #autoshopmanagement #autorepairshopcoaching #autorepairshopconsulting #autorepairshoptraining #autorepairshop #autorepair #serviceadvisor #serviceadvisorefficiency #autorepairshopmarketing #theweeklyblitz #autofix #shopmarketingpros #autofixautoshopcoachingbook
      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.



  • Our Sponsors

×
×
  • Create New...