How to deal with this complaint?

I wouldn't do it again unless he paid you accordingly. The job was done correctly, but because he didn't maintain the finish correctly, he's back to square 1. That's not your problem. Detailing/correction doesn't mean that your installing an invisible forcefield on somone's paint that will keep it looking fresh forever! Stand your ground and if the guy doesn't agree, o-well. Agree to disagree and make a business decision to stay away. On the other hand, if buffer trails/wheel marks came back, that would be your problem if you didn't inform him up front. I don't think this is the case for this incident.
 
I would do 1 of 2 things:



1. Simply say F-off in a nice way... remind him how he liked it before, how he tipped you and how you told him numerous times not to go through the auto washes or hand-washes or it will get swirled again. Also have him come over when a few of your regulars are there and tell him to ask them how they feel about their cars after a while, especially those people who have you wash it, instead of someone ruining your work.



2. Print out a contract saying that you will do the detail again and wash the car 8 times in 1 month yourself. If the same swirls appear, he doesn't have to pay for anything. If the swirls aren't there, he pays you for the detail, and all 8 washes with no discount whatsoever. From what I've seen on these boards and read about your detailing knowledge, I'm sure you can make such a guarantee.



#2 is from experience btw... Good luck and definitely don't do anything for free.. he went to auto washes after you said don't... it's as simple as that
 
i wouldn't touch the car again...and no way would i try to prove myself to him. you did an excellent job initially AND with trying to educate him. he is simply not getting it, or worse yet, malicious and looking for a freebie.



i was working at a customer's site this morning and noticed terrible scratches on the top of a car i had done a few weeks ago. the owner stopped by and i pointed them out...asked what had happened. he knew they were not there after i was done. we examined them and decided it looked like someone had placed a box on top of the car...then twisted the box while picking it up and dragging it about 2 feet across the top!!!! aAAAAAaAAAGGGGGHHHH!!!!! i'll touch it up for free though, since he is a great customer and very generous to begin with.



with your guy...just avoid.
 
Thanks guys. Ya, I am going to let him go. First time I've done that, but I don't think it'll be a good idea for me to work on the car again; too much hassle to begin with.
 
Picus said:
Thanks guys. Ya, I am going to let him go. First time I've done that, but I don't think it'll be a good idea for me to work on the car again; too much hassle to begin with.
Click to expand...



not to mention... if you did it again, who's to say he won't come back... ;)
 
I understand that your customer may have felt that you were using fillers and such, but maybe you should let him see your posts, explaining to him each product you used and the purpose of each product, and the fact that none of the products used were fillers. Hopefully this incident will teach him the importance of good washing and how easily car paint can be scratched.



Of course, the better way would be to let the customer go, as you have done. I wouldn't be harsh or rude, as that could cause problems when the customer starts telling others that your work is "not good". Just explain everything to him, and hopefully he can understand..
 
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