I did a retail job on a small chevy P/U. It was a star break. I must confess it was a pain to repair. I met the wife and she showed me the break and signed the liability waiver. (Yes I use one. . .If they refuse to sign I walk) Anyway she signed and as she walked away I got a sinking feeling. . .I should just leave now. Something bad is going to happen.
I dismissed the feeling and went to work. he crack was tough one of the leggs started to run it moved about an inch. I had to drill it and pop a mini Bull-eye. After about 45 minutes I finnally reached the curing stage.
Incidently I used a torch lighter on this job because the wife told me she washed the windshield and I used the lighter to warm the glass and evap the water.
When I was done there was a small black speck in the center of the break but sometimes that happens. I took my money and moved on - By the way I charge 49.00 I don't see how you guys can make a living charging less.
Two weeks later I get a call from the husband - He's Livid yelling I ruined his windshield the repair lloks like hell and no other tech will atempt to fix it now. He demanded I buy him a new windshield.
I told him that the other techs wouldn't fix his windshield because it was already fixed. I further informed him that if he was not happy I would refund his money.
He demanded I send someone to re-fix his windshield. I told him I couldn't do that, unless the damage had spread there was nothing to re-fix. I told him since he was unhappy I would refund his money.
He screamed some more - I Hung up the phone.
He called back - Informed he was going to sue me and take my license and put my family in the street. Yadda Yadda Yadda - He also told me his Family Owns "Bakers Burgers" (It's a local chain, pretty good too)
Needless to say this conversation was going nowhere fast - He finished by telling me he was going to rent a car and sue me for the cost of the rental and a new windshield.
My final response was " I'm sorry you're unhappy, I've allready refunded your money there's nothing else I can do. Have a nice day!"
I hung up on him.
How's that for a story.
I will not buy a windshield for a customer nor will I pay for incidental damage - Unless it is clear I did something stupid. I carry Liabilty insurance from RLI but I won't use it unless I have to.
Most people are reasonable and some people are just un-happy idiots, but I won't part with a dime more than just giving a refund.
Let them sue. It'll have to go to small claims and even if you lose you won't be out more than if you paid up front.
PS - I snuck over to the guys house and took some pictures of his vehicle just in case we go to court - The repair was so good It's better than the picture I use in my advertising.
http://WWW.BestQualityGlassRepair.com