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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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 15:05

Pumpkin

I've got some links to a bodyshop so might give them a call for an idea of cost, if possible, to repair. At the moment it's all speculation. I only found out last night although dh knew, but the guy called up last week and said he be back this week so until he returns I can't do anything but address the air freshener issue

OP posts:

Bakeoffcake · 04/08/2015 15:09

We've never had a car air freshener either and don't know anyone who does.

The only time I've smelt one is when I've had a curtesy car from the garage. To me they smell nasty and artificial.

PHANTOMnamechanger · 04/08/2015 15:56

we never use car air fresheners because they always smell icky, the smell of them reminds me of those hot journeys as a child when I felt travel sick. Oh the joys of getting into a hot stinky car and being burnt on the legs by black PVC seats.

But we have had one in the car we cought from a dealer, and I would not have expected them to be capable of such damage in so short a time. And i have a degree in Chemistry!

Bunbaker · 04/08/2015 16:39

"I wouldn't expect an air freshener left on a surface to damage it, and I don't think that makes me a stupid person"

Same here, but I also wouldn't blame a garage for my stupidity. I'm surprised that the manufacturer hasn't put a warning on the packaging though. I thought something like that was a legal requirement.

Figamol · 04/08/2015 17:14

I dont think either of you are at fault. Its just one of those things. For the sake of your business however, you need to take the upper hand and suck up the fixing costs if you can with a big smile on your face. For a small business, social media dissatisfaction can destroy you.

TheseventeenthSixteen · 04/08/2015 17:38

Good luck Ianbro, i hope he's happy with that offer. A happy customer is worth a heck of a lot. Especially these days, when unhappy ones have so many avenues to do harm.

PHANTOMnamechanger · 04/08/2015 17:45

I'm surprised that the manufacturer hasn't put a warning on the packaging though

me too, when you think that cleaning wipes/sprays etc all routinely carry these sorts of warnings.

presumably whatever is in them is not too kind to skin either, or DCs eyes etc if accidentally picked up and played with.

I do feel the OP ought to take this up with the manufacturer.

Pipbin · 04/08/2015 18:00

I'm surprised that the manufacturer hasn't put a warning on the packaging though

But the customer didn't get to see the packaging. It was already unwrapped and installed.

Hulababy · 04/08/2015 18:12

Re. MOT and air freshener.

"Windscreen sticker or other obstruction encroaching more than 40mm"

And it is at the discretion of the MOT tester to remove it if it is larger.

Original poster

lanbro · 04/08/2015 18:12

UPDATE the customer called in today. He had already got a quote from a main dealer which he admitted himself was excessive - labour alone was £135 an hour! Anyway he's going to get another couple of quotes and is happy to accept a contribution towards repair as he accepts partial liability. Suffice to say I'm happy with the outcome as shouldn't cost more than £150 which is a small price to pay to keep our reputation intact!

Air freshener supplier has been emailed so awaiting response

OP posts:

fascicle · 04/08/2015 18:23

Customer sounds very reasonable. Legally, I think he would be entitled to the entire cost (and would have suggested OP footing bill, but in turn claiming from supplier), since he was not made aware of any potential issue, and could not be expected to foresee it. I'm very surprised the supplier doesn't provide any paperwork with the appropriate information, especially since they must be aware of the issue.

Original poster

lanbro · 04/08/2015 18:29

We purchase our air fresheners through a 3rd party so very possibly they have the information which hasn't been passed on to us - it's in hand

Incidentally, I've looked out my window and every single one of my neighbours has an air freshener hanging from their mirror - perhaps a regional thing?!

OP posts:

PHANTOMnamechanger · 04/08/2015 18:30

Pipbin the point is, if the manufacturer did label the individual items, or indeed label the main carton in big letters, then OPs firm would have been aware of the issue and the need to pass the info on to their customers, hence avoiding liability.

PHANTOMnamechanger · 04/08/2015 18:32

perhaps a regional thing

nah, you and your neighbours are just dead posh love

seriously, few people I know even hoover or wash their cars on a regular basis, never mind have air fresheners in them!

Charley50 · 04/08/2015 18:45

I thought only minicab drivers had air fresheners in their cars. I don't know many people with them either.
Glad it's getting resolved OP although personally I think you should offer to pay it all; I don't think it's common knowledge or common sense that an air freshener would leak and melt plastic, especially if you never use them. The manufacturer is at fault for not making this risk clear though. But if he's happy with half that's fine.

RattusRattus · 04/08/2015 18:46

Sounds like the customer is far less aggressive and infinitely more sensible than many of the posters on this thread. Sounds like a sensible resolution for both parties. Hurrah.

DrHarleenFrancesQuinzel · 04/08/2015 19:05

So it says on a board that an air freshener comes with the valet. If it was me getting a valet I would just think that I don't want the air freshener so would just get rid rather than mentioning it.

Also the argument upthread about him not being that bothered if it was there for 5 days. Who said he used his car in those 5 days? He may not use it all that much. He may have got in his car, decided he didn't like the air freshener on his mirror so took it off. Then got home and got out of his car. He next got in his car 5 days later and then noticed the damage.

I have one in my car ATM, but that's because its a new car to us and the previous owner was obviously a smoker as there is a stale smoke smell. It has now gone anyway. I dont like them either (though they do smell marginally better than the stuff that valeters clean the cars with)

Ive just this evening noticed the car that belongs to our next door neighbour, he must be keeping the air freshener business going as he has loads hanging from his mirror

PuppyMonkey · 04/08/2015 19:23

Just to say, I'm with The Idiots on this thread who had no idea you couldn't put air fresheners on a surface.

Never had an air freshened car in my life and I am very old.

Trumpity · 04/08/2015 19:26

Sorry haven't read all.

I had a new car. It went in for something, came back with an air freshener.

After it being hung on the air vents, dangling down, touching the buttons for the radio controls etc., the coating on the buttons came off. I was so pissed off, it was my new car!

I told Ford but they didn't do anything.

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