Lynx/customer Problem

[pbaker]

So about a month ago, I did an insurance job refered from lynx. When I got there (which it was on the very edge of being out of my range-40 miles away), I was shocked to see that the windshield was cracked 24" and had 2 chips. I assumed it was just one chip from the fax because that was what I was being paid for. Beings it was a crack and in the mid pasenger side, I told them that I dont recomend getting it repaired, but to replace it and I also told the customer that thier insurance would only pay for the chips while I would have to charge more for the crack. To make a long story short, I did the repair for the customer after they insisted in it. When I was done the lady came out and looked at it and was dissapointed that you could still see it??? I told her you would be able to see it before I repaired it!! So I left on bad terms--didnt want her business again anyway.
Today I recieved a fax from lynx stating that I got debited from that job. not getting paid for it. Im pretty upset about this because I feel like Lynx thinks I do bad repairs now--which was not the case at all. Has this happedned to anyone else?? SHould I say somthing to lynx or just let it go?

[Dave M]

The first question that comes to me is did you talk to the customer after you recieved the referral? You need to clarify over the phone the location, size, age and how many breaks. Once that is done you can determine whether the break or breaks are repairable.
Also, after you have seen the damage and feel that the w/s should be replaced, stay true to that feeling. You could have avoided all the heartache with the customer and the ins. co.

[mrchip]

Dave M is right...I always talk to the customer and qualify for myself what I am getting into..thats because it was a lesson learned just like your circomstance and as far as calling lynx I would call and at least find out the reason and state your case..they still will not pay you..but it is a painful lesson

[all starr]

what if its not repairable, and ins already authorized the repair,do you have to call the ins co or the network to notify them of the unrepairable damage?

[GlasWeldTech]

I agree with what Dave said also. My question is you said she INSISTED you fix it? Do you not have any common sense? How could she INSIST? Do you work for her? Stand by your guns man, now she will give you a bad image and ALL breaks ARE NOT REPAIRABLE. I have gone to do a 1 break referal to get out there and find a crack. I then call and tell Lynx the deal or will walk away. If not repairable I do not waste my time calling lynx back but tell the customer to see their agent and get a new windshield.

[pbaker]

The repair was definately repairable. I repaired it and It looked good when finished. It was just in visible sight though; and Not "good enough" for her. I told her and her husband everything before hand--everything that I have been reading about on here having to do with what to say befor doing a repair. I just got screwed. Im going to call Lynx tomorrow morning. Oh and I always ask about the repair. Her Husband told me it was "just a chip" over the phone. I figured that is what he meant. One Bullsey, One star with a 24" crack is what I found when i got there.

[tooldini]

When I come across that I just tell them I can't fix or won't fix it which ever it may be. Then I go home and fax lynxservices a job denial sheet my wife made. I just don't like having open dispatches in the lynx system. When they get the fax they then remove the open dispatch.

Jeff

[FFA123]

I learned the hard way that there are times to just say NO and walk away. And I have also learned that since the networks do not allow you to charge a trip charge, when the networks call with a job, I first ask the address of the insured and if it is more than 5 miles from me, I just say that it is out of my service area. No more will I allow them to waste my time and gas to find out that a w/s is unrepairable.

[FFA123]

I should add that even when you "qualify" the customer on the phone about the size, type, and location of a break, as well as ask them if they have ever had a chip repaired before, and have it explained to them that the purpose of the repair is to prevent the w/s from cracking out, and that the end result will look "considerably better but will not completely disappear", it helps if you ask yourself, "is this the type of person that I want as a customer?" Then factor in the distance you had to drive along with the potential of time lost if you have to make a warranty trip.

[pbaker]

Thanks everybody who replyed. Hopefully this helps others who read this too, to not make my mistake. I shure learned the hard way, but at least I DID learn. The good thing about this business is, There's always work to do! So When this happens you just have to do one more repair the next day to get even again!

tooldini--
what all does your job denial sheet consist of? and do you need to have somthing like that to deny jobs from lynx?