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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

That this is not our fault?

144 replies

lanbro · 04/08/2015 07:13

I own a valeting business. With every valet we include an air freshener with our logo on that we hang from a rear view mirror. One of our customers has returned 5 days after leaving, removing the airfreshener but leaving it lying on the centre console and it has caused damage to the lacquer.

We always offer great customer service but in this instance I strongly feel this is his fault, and his attitude is not helping as he is trying to tell us we are breaking the law hanging them up in the first place. A quick Google shows that the highway code states windscreens should not be obstructed but no law as such.

He's coming up tomorrow to speak to our manager but will want to speak to me when he gets no resolution. We don't have a warning on the air fresheners although we do have a disclaimer about checking vehicle before leaving the premises.

So AIBU? Although we placed the air freshener in the vehicle, as stated on our boards (often people who don't like them say not to bother), we didn't put it on his centre console or leave it there for 5 days. This is the first time this has ever happened

OP posts:
Original poster
lanbro · 04/08/2015 07:43

No warning on the packet, or box. No warning to pass on and first time this has happened in 3 years of 50+ cars a day

OP posts:
Original poster
lanbro · 04/08/2015 07:45

Midnite, perhaps it was sat in direct sunlight? Or perhaps he spilt something on it?

OP posts:
ElementaryMyDearWatson · 04/08/2015 07:46

I really don't see why the customer should assume that, because it's a product you hang up that means you can't put it down on other surfaces. I would assume that you hang it up to maximise air circulation.

OP, you say it's not your fault that he put it on the console and left it there, but if you didn't warn the customer that that could cause damage, how is it his fault? I suspect that the manufacturers put a warning about that on the packaging the air freshener came in, and if you aren't giving the customer the packaging then it's up to you to pass the warning on. If he took out a small claim he would be bound to succeed. I suggest that you suck this one up for goodwill and rethink the whole air freshener policy.

Quietlifenotonyournelly · 04/08/2015 07:46

Yanbu, I absolutely agree with notasinglefuckwasgiven people are always looking for an excuse to claim over their own stupidity at the expense of everyone else (eg increased service prices, insurance). It's about common sense but it seems some people aren't born with that now.

ElementaryMyDearWatson · 04/08/2015 07:46

Sorry, cross posted. Are you absolutely sure there was no warning? If so, you need to pass this claim on to the air freshener manufacturers.

ElementaryMyDearWatson · 04/08/2015 07:47

Quietlife, why is it stupid to take an air freshener down and put it on a console?

Pat1ence · 04/08/2015 07:47

I think it's common sense NOT to put an air freshener down on your centre console. Although we did once have s leak issue with an Ambi Pur liquid air freshener, it leaked down the air vents and melted the plastic. Ambi Pur offered to pay for repairs.

I disagree that it's the poor quality that has caused the problem, any air freshener would do the same! I don't think it's your fault but I'd offer to pay for his repair as a good will gesture, put a warning on the packet and leave them wrapped in future.

FurtherSupport · 04/08/2015 07:52

If you left an airfreshener hanging from my mirror I'd remove it because I don't want anything in my line of vision (even if it is legal, it's an irritation) but mainly because I think anything hanging from the mirror is a bit naff.

As I'd be in the car and away from suitable means to dispose of it, I'd probably leave it on the dash and forget about it. If it damaged my car I'd be furious and expect you to sort it. It's not something I've ever used myself, so unless there was a warning on it, it wouldn't occur to me that it could damage plastic. What's in them FGS and if they're that nasty, why would I want to breathe them?

My only thought is maybe you can have some recourse to the manufacturer.

cashewnutty · 04/08/2015 07:52

If there is no warning on the packet or box then you perhaps need to take this up with the manufacturer on behalf of your customer?

Original poster
lanbro · 04/08/2015 07:53

Can I reiterate that there is no warning on the packet? Nothing, and as this has never happened before there is no reason we would think to warn 50+ customers verbally every day.

Our service is usually exemplary, we are busy because we are not your average hand car wash and valeting centre. I'm going to have to take this up with the air freshener supplier I think as I really don't think we are at fault!

OP posts:
MidniteScribbler · 04/08/2015 07:53

Midnite, perhaps it was sat in direct sunlight? Or perhaps he spilt something on it?

Perhaps. That would be pretty obvious when you examine it.

But I still don't think you should be hanging them up in cars. Obstructing the view out of the windscreen is dangerous and I don't think you should be promoting it.

minibmw2010 · 04/08/2015 07:53

I think if this is the first instance you are aware of then you've been lucky and just use it as a warning of not to use them In future or leave them in the packaging and give your clients a warning as they leave. And fix the damage caused.

Quietlifenotonyournelly · 04/08/2015 07:54

It is meant to be hung up therefore IMO if he put it on the console and damaged it = his fault. I take a dim view of dim people, end of.

Original poster
lanbro · 04/08/2015 07:54

We're not promoting danger, we're promoting our business, common practice in the sector!

OP posts:
Notasinglefuckwasgiven · 04/08/2015 07:58

Air fresheners are dangerous on the mirror? How big are the fucking air fresheners being handed out?Hmm The mirror hangs in the windscreen area surely the air freshener is smaller than that? Or your sun visor when down? It's the main viewing area at the drivers side ( where the wipers cover ) you can't obscure. On the bus we have a sun blind that covers the top half of the screen ffs. That's legal. ( imagines 10 square foot Magic Tree )

whatsbehindthegreendoor · 04/08/2015 08:02

Sorry, but I think you are responsible for this. Just because it hasn't happened before and just because there is no warning on the box doesn't mean that you get to shirk your responsibility. You placed the air freshener in the owner's car without his consent (no matter how well-meaning that may have been),therefore, I believe, that you are at fault.
Saying that the owner shouldn't have put it where he did isn't very fair. He probably took it down and didn't even think that it would damage his car.
Do you really want to run the risk of him badmouthing your company online - people do that these days and it can have a very negative impact.

YouMakeMyDreams · 04/08/2015 08:03

If I have air fresheners in the car I don't let the dc touch them because they have an oily scent on them. I could probably work out it I put it down on something that oil could mark or damage it.
I agree with whoever said this need to have warnings on everything is getting silly now. What happened to common sense.

Superexcited · 04/08/2015 08:05

A car can fail it's MOT based on an air freshener hanging on the rear view mirror (hence why many testers take them down at the start of the MOT).
Whilst they promote your business you should ask if the customer wants one and there should be a warning on the packet.
I think that either you or the sir freshener manufacturer are at fault.
Nobody would try to remove the black stuff from their tyres so it isn't really a comparable example. Plenty of people would remove an air freshener (either because it obstructs view or it stinks or you don't want to be a driving advert) and the automatic place to put it until you remember to bin it is on the console.

Bunbaker · 04/08/2015 08:05

If there is no warning on the packaging do you have a material safety data sheet for the product? If not then it looks like it might well be your responsibility to warn your customers that the contents can damage plastic.

"Something that you see in every other car on the road?"

I don't. I wouldn't want something hanging off my rear view mirror as I would find it too distracting.

Original poster
lanbro · 04/08/2015 08:05

Notasingle Smile

Yes, they are smaller than the mirror itself and sort of tucked behind the mirror so more visible from the outside than inside.

OP posts:
ElementaryMyDearWatson · 04/08/2015 08:05

Quietlife, those stupid toys that people hang from mirrors are meant to be hung up. Would a driver be dim if he took one down and put it on the dashboard? Pictures are meant to be hung up in the house, would it be dim to take one down and put it on the floor? It simply isn't logical to say that, because something is intended to be hung up when being used, you should assume that it will cause damage if you put it down elsewhere.

londonrach · 04/08/2015 08:09

Legally i think he has a claim if no warning on it. I suggest you return to air fresher manufactory and ask them to look into it. Def good will as if he took you to small claims i suspect he win as it shouldnt have damaged his item. After just 5 days is worrying.

Original poster
lanbro · 04/08/2015 08:10

We are not placing them in without there consent! They are included in the valet which is stated on the board so they consent to us putting one in by not saying they don't want it.

I'm not shirking responsibility, I'm wondering if it's my fault his car was damaged

OP posts:
Kampeki · 04/08/2015 08:12

I never use chemical air fresheners, and would have no idea that they could cause this sort of damage.

OP, did you know that this sort of problem could occur? If you did, then I think you should have warned the customer. If not, then I think you should cover the cost of the damage and then claim it back from the manufacturer, who should have warned you.

AnnoyedByAlfieBear · 04/08/2015 08:12

Dh had his car cleaned and had an air freshener put on his mirror last year. He took it out and chucked it on the oak TV stand. We now have a round bald patch where the coating has gone. The air freshener melted it and it was a sticky gloop when he moved it a couple of days later. Not in direct sunlight or excess heat or anything. I never dreamed of blaming the car wash place!

Just because you don't know about it, doesn't mean it hasn't happened before.