Crack Out Liability ? and Introduction!

[Jason74]

Hi,

My name is Jason and I live near Stilllwater, Oklahoma. About 16 years ago I purchased the 20/20 WSR kit from Glass Technology (I think that's the right company). A few months after that, I spent an additional $1200 to buy some bridges and resin from Ultra Bond, with whom I also agreed to pay $25 a month for the right to purchase their resins and the guarantee that I would be the only one in my area to use their "patented system".

Well to make a long story short, while I was good at repairing chips, I wasn't very motivated to make the business happen. And while I did manage to do several customer repairs, I only made made a small fraction of my investment back. To make matters worse, I never could get the hang of Ultra Bond's long crack repair. So I eventually canceled my agreement with them (fortunately it was a non-binding contract).

Often times I have though about selling my kit, but today I am glad that I still have it. I think I may be finally ready to give this a new try, with the understanding that business is not just going to come to me by simply placing and add in the yellow pages.

Let me first say that this forum has already served at a great resource. It is neat hear from those who are making it as well as those who are not. It is also interesting to hear of the many different approaches that each person uses to gain a customer. Hopefully in the near future I will be able to contribute something helpful.

To start, I have many questions, however, today I will ask only this one. My first question is in regard to "crackout" liability. In my short time doing repairs, I never encountered a crackout ( I did have a leg of a star break spread an additional inch, but it was easy to take care of) so I never really gave it much thought. But after reading on this forum about the occasional "crackout" I can't help but wonder how it is handled with the customer. If it is just a small crackout, then I would assume that you just repair it, but what if it is severe? How do you compensate the customer who trusted you to fix the rock chip that they hardly noticed to only end up with a very noticeable crack the makes replacement a must?

Thanks for your answers,
Jason

[SGT]

Welcome back! You ask about how to handle crackouts. I have a waiver the customer reads and signs in addition to my WSR process explanation. Crackouts should be extremely rare is you are taking all necessary precautions but happen to even the best technicians at some point.

Something to think about...I would consider replacing those resins.

[bill lambeth]

I have had 2 crackouts in 5 years.The first one was totally my fault and I bought her a w/s with no ? asked.Now my second one just happened and this lady is a real problem.There was at l east a 14 in crack coming of the very bottom of the w/s and could not get a bullseye to pop in it to save my life.I was repairing this on a crazy street with very cold temperatures and winds at 15 to 20 mph.Well anyway the next day I get a call from this lady and she says that it run all the way to the other side.I sent a company to put her a new w/s in.I agree with Brent about the disclamier on cracks but I am not going to go that route on standard chips.The reason I say that is because I know I am good and I will not have problems with chips running.Also,when you go to get them to sign that waiver before you repair that chip you are putting doubt in their head.I make good money doing w/s repair and should be able to afford a w/s every blue moon.I do educate the customer before i repair the chip what to expect.I always tell them that it will look 60 to 70% better and then when it comes out 90% i am God.
As many w/s as I repair things are going to happen.I try to use the philsophy that the customer is always right.

[just chippen away]

SGT
You are one of the verry few that I have herd of using a waver. The glass is already damaged, What are you waving?

I could see if you were in the business of doing Repairs and Replacements and as a bait and switch line saying "if we broke the windshield while attempting to do the repair, then we would then replace it." But being a repair only service, The glass is already broke.

How is you waver wrote up?

I just advice the customer that there is a verry slim chance it may crack out farther while trying to repair it.

I may get one a year that will crack out maybe 2 - 4" 's and fill it in at that point. If longer cracks start, I pull off, cool the glass down more and finish the job and only charge what I quoted in the first place.

It just reminds me summer is here again. Time to pre cool the windshields

[Kgobin]

Jason74, Welcome to the forum! As you can see there is a ton information on the forum and technicians from across the world. I have emailed you a copy of a sample invoice and disclaimer. The disclaimer states the following:

I the undersigned, authorize my insurance company to pay_______ for all parts and services listed on this invoice. If my insurance company refuses to pay for part or all of the total cost of these parts and services, I understand that I am responsible and agree to pay these charges within thirty days. If I do not have insurance coverage, I agree to pay in full at the time service is rendered unless prior arrangements have been made with ______. Due to the process of using pressure and vacuum cycles to repair laminated glass and the unstable properties of broken glass, the damaged area may develop additional cracks or existing cracks may increase in length. This problem is very rare and occurs in less than .1% of all windshield repairs performed. In the unlikely event that we cannot repair the damage to your satisfaction, our liability is limited to a refund of any amount charged for the attempted repair. I have been instructed as to the expectations; warranties and disclaimers involved with windshield repair and understand _____ policies regarding these matters. Signing below indicates that you have read and agree to the terms set herein.

[Jason74]

Thanks for the replies and the invoice sample!

Something to think about...I would consider replacing those resins.

Not a problem! My resins are long gone. I can't remember if they were dried out, or if I just decided that they were probably past their age of usability. As soon as the cash is available I hope to order some to get me started again.

Thanks again,
Jason

[SGT]

SGT
You are one of the verry few that I have herd of using a waver. The glass is already damaged, What are you waving?

As a professional I try educate the customer to the best of my ability and there ability to understand. That said, the customer has signed that they have read and understand what to expect and we will not be held liable to replace a windshield that is already broken. CYA!

I could see if you were in the business of doing Repairs and Replacements and as a bait and switch line saying "if we broke the windshield while attempting to do the repair, then we would then replace it." But being a repair only service, The glass is already broke.

Yeah I am sure that bait and switch goes on. We do not do replacements either. We specialize in being an industry leader in repair.

How is you waver wrote up?

Korey has provided a decent one. Since I sell a package that contains all of my business forms including my invoice/waiver, it would not be fair to those who have bought the package already to just post it in its entirty. I hope you can appreciate that. I will say mine also has vehicle release information in it.

I just advice the customer that there is a verry slim chance it may crack out farther while trying to repair it.

In theory sounds great until you have a customer that now has a change of heart. I eliminate that potential before the job is even started with the waiver to avoid mis understandings/conflicts. You have to do what makes you feel comfortable.

I may get one a year that will crack out maybe 2 - 4" 's and fill it in at that point. If longer cracks start, I pull off, cool the glass down more and finish the job and only charge what I quoted in the first place.

I agree. I always, within reason, do what takes to please our customers.

It just reminds me summer is here again. Time to pre cool the windshields. Still winter for me...Summer sure sounds nice about now.

[SGT]

Thanks for the replies and the invoice sample!

Something to think about...I would consider replacing those resins.

Not a problem! My resins are long gone. I can't remember if they were dried out, or if I just decided that they were probably past their age of usability. As soon as the cash is available I hope to order some to get me started again.

Thanks again,
Jason

Good move on the resin. As you research new products you will find lots of hype and personal preference, some valid and some take with a grain of salt. I will offer not only my opinion and preference but back it up. I believe in DK products (tooling and resins) as they are partially responsible for my continued business success as well as my top placings at the windshield repair olympics that are judged by non DK industry professionals. That said I use magnabond for all repairs during all seasons, I also use premium pit resin and have come to really like plate glass resin as a pit resin. If I can help you with anything just PM me.

[Ricersux]

I just had my first windshield of the year crack out on me! It was 100% my fault as I didn't think to check the temp of the glass. Air temp is around 60F so I didn't think the glass was too hot but as soon as I put the injector into pressure mode - crack - the damage spread about 10 inches in .0345 seconds

I am interested in learning more about how most technicians are cooling the glass. I have a heat sync tool but have not used it yet....how long does it take to bring the temperature of the windshield down with the heat sync? I guess I should have used it today! This is only the 2nd nice day we have had in 2010 so I was just still stuck in winter mode where I need to bring the glass up to temp not down...oh well - live and learn!!

[bill lambeth]

I cover the chip and spray with a mixture of alcohol and water.I also use the ac as well.I am very cautious in the summer time with the temp. of the w/s because i am in the south and we have some very hot summers.If you cant put your hand on it you better cool it down.My repair time is longer in mid summer than mid winter.Crackouts are going to happen,that is just part of the business.Some chips you fix have a crack coming off of it that is not visible but when you flex or put pressure to it,it will let you know that it is there.