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Advice with Angry Customer

N

newcarwashowner

New member
I am sure this has been covered many times before, but hoping I can get some advice.

I have a psycho customer who is calling me repeatedly reporting that when he went went to my self service wash that my chemicals ate the wax off his car. He is wanting it professionally redetailed, compensation for being without the car while I do it, the wash refunded, and who knows what else.

I have no idea what the truth is. Who knows if he had waxed it before, or if he covered the whole car in degreaser, or something else. There is no way for me to know what actually happened.

I was going into the conversation planning to try to find something to make it right, but he just asked for way too much. He also somehow traced my personal information off my LLC info, then SOMEHOW found my elderly parents phone number and called them and harassed them, then got my cell phone number and did the same. He told me that if I dont fix this by in the morning he is taking this to small claims court.

He texted me a video of him rubbing his hand over the car and it squeaking, indicating no wax. He also texted me a picture of the wax bottle, which I assume he applied himself.

Any advice?
 
if he does go to court, spend an hour or so building your case. you could wax a fender of your truck, take pics of water beading, then soak with your strongest chem, take pics then rinse and take pics of water bead post chem application.

when a customer took me to small claims recently, i prepared like i would think a good attorney would.

i would let police know he harrased your elderly parents cuz thats not acceptable. then i'd block his # on my phone.
 
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Yeah, some people suck, and it sounds like this one is trying to suck off you…

Continue to take the high ground, and don’t let him manipulate you….

Be prepared to go small claims court.
In my case, I brought in my hogs hair brush into the courtroom to show the judge, as he was claiming it dug a 1/4 inch gouge into his plastic bumper, and wanted a whole new paint job….!

He was an aspiring lawyer at Emory University and wanted to practice his bs on our small biz…

He was so cocky and then started quoting Greek to the judge, who had no patience, and through out the case…..anyway.

Fun times ahead…. Best of luck!
 
We do professional detailing, we even tell customers that pay for a wax that it isn't a permanent treatment nor does the product state it is, and their is no guarantee on the length like a professional ceramic treatment is. This guy is also probably using the cheap easy apply liquid wax in a bottle vs hard wax that comes in a tin if it really took it off. We wax our sales cars and run them through the wash all the time, no damage done. If this guy is so particular about the wax on his car he should be washing his car at home. A hand wax can be done in an hour at home, I would not let this guy push you around in to thinking you did anything wrong.
 
I would not worry about him to much and from the sound of things the guy is bat shit crazy to think that you magically removed all the wax with a wash………I run my car through our m5 wash all the time and never have an issue. I even pressure wash it with our over the top pressure washer and still dont have issues. Even if he runs your company name in the dirt it is coming from a leach of life. People are always trying to scam businesses in all kinds of ways and really he is the one that is in the wrong for trying to take advantage of you. I have seen it all, from people pulling frontwards a couple of feet and then backing up and stealing the wash from the next custome, telling me they put money in and it did not open when there has been no money put in the pay stand all day, and my favorite the guy in the new corvette that has the deep groves that run down the side and they say the wash scratched the car when there is no way possible for the arch are to touch deep in the droves treat run down the side……….oh and a girl said the under body spray was reallly loud and powerful and scratch the side of her car which looked like a some one keyed it………..anyways I could go on for days but really you just have to try and be nice and make the customers you can happy and let the other just try someone else……..sometimes you eat a few to save business face but dont let it get out of hand.
 
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Thanks for the advice every one! Right or wrong, I offered him a refund and 40 dollars, but he said no and that he would see me in court.

Insane, but if he does it then it will be a learning experience for me. Not too worried about it after reading all these comments.
 
newcarwashowner said:
Thanks for the advice every one! Right or wrong, I offered him a refund and 40 dollars, but he said no and that he would see me in court.

Insane, but if he does it then it will be a learning experience for me. Not too worried about it after reading all these comments.
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You made your offer and he refused it. Do not talk to him again, period. The next time he calls you and threatens you, call the police and go after him for harassment. He has no right to call your parents, your place of employment etc. Like ours have said block his phone number. When someone threatens me with legal action that is the end of our conversation. I know being a new car wash operator you want to please everyone but sometimes you need to draw the line and when he said he was going to take you to court. There's something wrong with this clown.
 
My experience with angry & threatening customers was in a different context, but I wholeheartedly agree with calling their bluff. Every time I did this, it worked out fine. Good luck with getting everything resolved.
 
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