I scuffed a customers wheels, what is the right thing to do?
 

Running a biz can be a real drag sometimes. Super picky customer anal retentive. type. He buys a new set of wheels to use as winter wheels on his Audi. He has them shipped here to my shop, and I order the tires, and mount and balance them. I am damn good at mounting tires, I have been mounting race tires for 15 years, and I don't think I have scuffed a single wheel in all of that time. I have mounted at least 10 sets of tires and wheels for this guy and his boss over the years, and they come to me because I am reliable, and don't fuch up.
So anyhow, these are 19" wheels with super low profile snow tires, which are pretty much one of the hardest tires to mount next to run flats. I pull it off without a hitch, all four tires on the wheels, not a mark. I was super careful because I know how anal he is, and I take pride in my work. But... These wheels have strange lug pockets, and when I mounted them on my balancer and tightened the cone, it made contact with the wheel. I did not even realize that this had happened.
He comes to pick up the wheels, and while I am helping him load them in his car, he notices the little marks on the inside of the hub of the wheel. He believes that they were damaged in shipping, but with one look at them, I knew what had happened. I told him that it probably happened when I balanced them, I took out the cone that I had used, and stuck it in the center of the wheel, and viola. There was a hair of clearance, but I am sure that when I tightened them up, they made contact.
Now the dilema. These marks are nearly not noticeable. They are very tiny scuffs in the clear coat of the wheel in a the inside of the lug pockets, you cannot even see without getting down on your hands and knees and looking. These are also winter wheels mind you.
He wants me to pay for four new wheels. Now I do truly believe that If I have damaged something, I am responsible, and always try to make the situation right, but man , do I have to eat a grand worth of wheels, for minor, minor scuffs?I am not trying to squirrel out of my responsibilities, but do you guys think I should be held accountable for full replacement of his wheels?
I am going to turn this into a positive though. This guy is not what I would call a good customer anyhow, always difficult, and makes me jump though all kinds of hoops every time I work for him. Then he will leave his stuff sit at my place for weeks, while I await for payment. However this works out between us, I am going to sever our relationship after this is resolved.
I really want to do the right thing, but am not so sure exactly what the correct remedy is for this.
Sorry for the long post. Fast Fred out.

Any chance they can be buffed out with a felt cone on a flex shaft or dremel?

Inside the lug pockets I'd be inclined push back on replacing the wheels.

From a straight customer service standpoint, I would buy new ones & insist that he watches the installation of the new ones & signs off. Sell the existing ones to recoup part of your cost.

Ian

Many large cities have wheel shops that can repair almost any damage and make a wheel look new for much less than the cost of a wheel. If there's not one local you could easily ship it off.

If I remember correctly, the starting price for repairing a damaged wheel around here is $75.00.

Four new wheels? Ridiculous. If you scratched his car, would he have you buy him a new car?

Have the wheels sent to a body shop that can repair them or re-clear them.

If the wheels are only $1K, it might be cheaper to buy him new wheels and then sell his on craigslist for a discount.

Clear coat can easily touched up and buffed out. That's what it's designed for.

+1 "Cheaper" being the opporative word. Your reputation will not be tarnished.

If you do buy him new wheels I would politely refuse to mount them. They are tiny scratches and he's being difficult, making you jump thru hoops. If you are not going to handle this account anymore let him go else where.

Douchnozzle. Have them touched up, and tell him goodbye

^^^^
This,
Sell the wheels to recoup some... replace and refuse to mount... least that is what I would do.

And to add... all this over $1000 snow rims that will get banged up anyway?:rolleyes:

And my wife think I'm anal because I won't park our new car in a tight parking space.

+1 offer to have the wheels buffed or repaired by a shop that can get the minor scratch marks out.

If not, then offer to have the wheels re-cleared.






If, in the very end, you need to buy four brand new wheels, give him the wheels and DO NOT under any circumstance, offer to put those snow tires on there. Let him go to Wal-Mart or something.

Offer to buy him a blow job from the local pro. He obviously needs one.

On a serious note, I do like to totally shock someone when I'm in a "situation." They never call again.

I'd definitely look into this option.

From your decription I would think they would buff out. May have to be wet sanded/polished, but unless it's through the clear they should be able to be repaired. Seems like your obligation is to restore the wheels to the same condition they were in when they arrived and no more.

When you're done making things right, fire him as a customer. I let one of my clients go earlier this year. Never did what I asked him to do, always paid late, missed multiple appointments, treated his wife like dirt in front of me, etc. Can't tell you how good it feels to say, "I think you need to find someone else to do your work."

+930

Buy new wheels, fix and/or sell the old wheels to recoupe your money. Tell him to get them mounted somewhere else. And him find a new service guy when done.

DO you have the wheels ? You need to get the wheels, send them out, get them fixed, and get them back to him.

Buy a new set of wheels.
Have his original wheels repaired/fixed while waiting for the new ones to arrive.
When you have both sets, set them aside for at least 4 weeks so they get good and dusty.
When he comes to pick them up, give him his originals back in such a way that he can see you've got two sets and tell him thanks for his business but this is the last time you'd like to see him in your establishment.
Once he's gone, clean off the new set and return them for a refund.

That is uncalled for!

I'm sure the fine gents at Pep Boys could help him out. ;)

I like what Mr Douglas suggested. Do what you need to do to protect your reputation, never do any work for the man again. I don't put up with much nonsense from my patients and fire the troublemakers. If you are nasty to one of my employees, you are getting a 10 days to find a doctor letter.

Four new wheels is a bit excessive.

Oh yeah, now you just GOTTA start a thread on that! I bet you got some real Duesies to tell. :)