[Richard iSparkle]

[Richard iSparkle]

so... newish customer (2nd clean this week)

this car was delivered for her on the day of the clean and signed off as all good. then we came and cleaned. when the customer got home they saw their brand new car, saw the scratches and believes we have done them as we've been.

i asked if they have cctv because if we've done it i'll sort it. no issue. even if i think we could have done it i'll sort it or offer to pay half

she's just sent in these pics.

now i wasn't at the clean but my 2 guys were. they are both very trustworthy (they haven't seen the pics) and both say there was no way they have scratched anything. even if they had they both know that i will pay for it so they aren't in trouble or potentially out of pocket.

i'm shocked seeing the pics now as those scratches are terrible and i cant see how on earth they have happened. i cant see how we would have done it. to give more context it was a front only clean so only 1 guy cleaned while the other carded them and managed the hose

what are your thoughts?

[Splash & dash]

The scratches on the bonnet could be from a hose dragged across it but the ones on the front wing are in a swage line there is no way that your guys would have done that , also the paint is jagged chipped a hose wouldnt  have caused that . I think she’s trying it on the problem is you cannot prove  you didn’t do it and she can’t  prove  you did , I would say it depends how much you want to keep the customer , but I di t think your guys did that in a million years . It’s a difficult one and won’t be cheap to fix either I was a sprayer panel beater years ago and reckon that’s £600-800 to re spray that to do it properly. Let us know what happens .

[windowswashed]

They aren't abrasion marks from a hose being pulled over the paintwork, they are really deep scratches with a sharp implement, tell her to get lost, dump her, she will be a pain to work for after this.

[Richard iSparkle]

that was my thoughts too. before i saw the pics i thought pole hose is the possible thing if anything, but those deep scrapes to the metal aren't done by a hose

to be honest i'll let my insurance sort it if it comes to that. they will investigate it but to me its a clear case of there's no way those deep marks are from us.

I'm more worried she should be chasing the delivery people not us.

[Richard iSparkle]

They aren't abrasion marks from a hose being pulled over the paintwork, they are really deep scratches with a sharp implement, tell her to get lost, dump her, she will be a pain to work for after this.

to be honest she's been lovely about it. she's just bought a new car and i think genuinely believes it must be us... saying that...

[֍Winp®oClean֍]

I agree with splash. That chipped paint is quite aggressive damage, it's very unlikely you could inflict that by accident and not know! Looks more like the car's had a bit of a beating! I would explain to her, or even demonstrate, that there's nothing you would do, in line with cleaning her front windows that would, or could cause such damage by accident.

[windowswashed]

I got accused of a million scratches on a pair of patio doors once with wfp on my first clean, scratches deep and in all directions, obviously some window cleaner had tried to use a scraper before me previously to remove cement burnt in the glass. I insisted they check my van for any sharp objects and proved it was impossible to scratch the glass using wfp brushes, dumped!

[AuRavelling79]

That door pillar/bonnet top looks ridiculously gouged for a hose. Was her car delivered in the rain and the scratches not noticed?

What was your guys immediate reaction when you told them.

Does the second man usually 'manage the hose'? Was the car positioned so that the hose would have 'needed' managing around it on a front clean?

I would collar ONE of the guys and ask for a step by step account of what happened. Then immediately and separately ask the other.

The door pillar (or is it in a groove at the top of the bonnet?) digs look too deep and possibly too old.

If their story adds up and makes sense I'd back my blokes to the hilt.

Tough situation.

[alank]

I would ring my insurance to make them aware of the situation you have the photos and get statements from your lads in case it turn into a claim.
Dump her and leave it to the insurance company.

[Ched]

Looking at the images you can see rust!!!! That damage is old not new!
When she received delivery did she actually check it or did the delivery person say 'he had checked it and it was all ok'?

[Smudger]

I don't think you have anything to worry about - cant see that being from a hose

if it was delivered (by cazoo or whoever) then they would have taken a full video of it when taken off the trailer - ask to see that video to prove condition

however, in this instance I wouldn't be accepting any liability or offering to pay for anything

Darran

[Bungle]

2nd and 3rd pictures the scratches look like they're going across a ridge. No way could a hose have done that. The

[Bungle]

How old is the car?

[EandM]

Picture 3:

The damage on the left looks ancient!
That's the sort of tiny surface rust I've had on my truck bonnet for 10 years.

[dazmond]

absolutely no way have your lads done damage like that to her car!i wouldnt get any insurance involved either its not needed....

id tell her thats shes out of order for even accusing you of damage like that...its obvious some of the scratches are very old(as some have rust in them!) ....

id dump.....and block her number...cheeky cow!

[dazmond]

so... newish customer (2nd clean this week)

this car was delivered for her on the day of the clean and signed off as all good. then we came and cleaned. when the customer got home they saw their brand new car, saw the scratches and believes we have done them as we've been.

i asked if they have cctv because if we've done it i'll sort it. no issue. even if i think we could have done it i'll sort it or offer to pay half

she's just sent in these pics.

now i wasn't at the clean but my 2 guys were. they are both very trustworthy (they haven't seen the pics) and both say there was no way they have scratched anything. even if they had they both know that i will pay for it so they aren't in trouble or potentially out of pocket.

i'm shocked seeing the pics now as those scratches are terrible and i cant see how on earth they have happened. i cant see how we would have done it. to give more context it was a front only clean so only 1 guy cleaned while the other carded them and managed the hose

what are your thoughts?

im sorry but theres no way that car is brand new!its second hand!

[mac74]

I can't see how they would of done that sort of damage?
She could have bought the car secondhand with the damage already there? and is lying to get it repaired for free off your insurance?
Did she know you were coming on that day?

[NBwcs]

No way was all that damage caused from one clean, The scratches on the bonnet just under the windscreen are the most thought prevoking, a hose sitting in that  recess would surely cause scratches from left to right not up and down, and no where near that deep.
If someone asked you to deliberately  cause as much damage to a car as you possible could with a hose pipe in the time it takes to clean the front of a house, you would struggle to match the amount of damage caused to that car, way too much for just one visit. Something very wrong here.

[Stoots]

Personally I would say if you have any evidence it was us then of course i will pay. If she doesn't then sorry but nothing to do with us, It's a first clean  just dump them and move on.