Lynx/customer Problem

[Dave M]

Just want to add one more, maybe two more things! I believe Lynx and SGC require (if you are a member) that you call them if the break is not repairable. Get that dispatch or referral number given to you out of their system. Also, before you do this, advise the customer of a replacement company that you know is reputable.

[tooldini]

Is it really against the policies of lynx and Harmon to charge a small service fee if the repair is totally not like they describe. Since I have been really busy doing 12-20 insurance referrals a week I have been getting a couple of these a week. I hate driving to a job just to find it not like what they described or a 24 inch crack they didn't know they had. I guess I should read the fine print from Lynx and Harmon because I was about to start charging $5-$10 for those problems. Some of these customers seem to feel really stupid after making an appointment and making me drive just to find something none repairable.

Jeff

[GlasWeldTech]

Jeff,
I ALWAYS call before I drive and sort of pre-qualify the customer beforehand. I ask like has it been wet,how old, what type break it is,Etc. before I set up the appointment.

[tooldini]

I do the same but sometimes it doesn't matter LOL Twice in the last week I found a 24" crack down in the tint area that they did not know was there. Sometimes people just don't see stuff or don't describe them accurately.

Jeff

[Nomad]

I don't know how many times I have been told "it's only a two inch crack" or something only to find that it's six or more inches. If they say what size it is I always mentally add some size or length to it. Most important is to ask "Is it in the drivers view, like in front of the driver". If it is and they say it's the size of a quarter----well maybe I'll check it out but only if I'm out that way anyway.

Gene

[tooldini]

I think sometimes they just down size to try and get someone out there to repair so they don't have to pay deductables. It is just frustrating sometimes when it happens. I guess I will read the fine print from lynx and harmon so I don't get myself in trouble since they both seem to send me plenty of work.

thanks
Jeff

[johnnyone]

Remember the customer is alway right and lynx will back them all the way. Read your terms of agreement.
The only way to get out of it is to have the customer pay you and give them the bill to submit for payment

[cazador]

Me reading the prior threads about LYNX and I have a bad feeling the other insurance companies are acting the same way , they send you all over town to followup on a policyholders claim before the insurance company has asked them what kind of damage has to be prepared. For this reason you have to arque with the insurance company about the repaired dammage and will get underpaid . I still favor to bill the client , cash or credit card and have them send your signed PAID invoice to their agent or insurance company for reimbursement , still FREE repair . Maybe less work this way by not getting any (unpaid) ,,referrals,, but most important of all NO hasttle !!

[tooldini]

Most customers I talk to about this agree a service fee would be a nice idea I just didn't want to get into trouble with lynx and harmon since they send so much work to me. They prequalify and so do I. Just about 1 hour ago I went to a 2 chip repair and found they had 5 LOL I don't mind that but now I have to reschedule since I didn't have the time to do them. Customers just don't look that much at the windshield ,which is surprising since they have to look thru it to see the road.

Jeff

[StarQuest]

tooldini,

Nice to hear your getting a steady flow of insurance referrals. Unfortunately, the more you get the more non-repairables you'll run into. If you want insurance work you have to accept the bad with the good. You could complain like I've done in the past but it won't help, they will not provide a service fee for any of your wasted time or travel.

It's basically your responsibility to pre-qualify customers damage prior to servicing them.

CSR's are trained and scripted to ask customer if damage can be covered by a dollar bill. Well to some customers a dollar bill is 10"-12" long and many times damage that goes into painted frit area isn't measured (because they don't see the extension of crack)

I personally always ask customer if damage can be covered by a business card. If they say "no", I then proceed to ask many more questions. By doing this 90% of the time I eliminate many of those wasted trips.

Try it sometime, it may help!