Pre(Car)ious Insurance, Part 7
(A customer storms in waving his contract in the air.)
Customer: “I want this insurance coverage OFF! I returned this car yesterday and I realized today that the insurance coverage is still on here!”
Me: “Okay, let me have a look. It looks as though you accepted our collision coverage on the vehicle when you picked up.”
Customer: “But I didn’t even get in an accident so I would like a refund.”
Me: “Oh, I’m sorry, we can’t refund you for that just because you did not get into an accident. You agreed to take the collision coverage and would have signed for it on your contract.”
Customer: “No, this is stupid. I want this taken off now.”
Me: “I’m sorry. You have signed off on a legally binding contracting accepting our collision coverage for the four days you rented a car from us.”
Customer: “Well, I didn’t even look at what I was signing so it’s not my fault.”
Me: “We go over every contract verbally with our customers and explain each part that we need a signature on. We also do not add coverage on without discussing it with our customers first so it seems you agreed to it at the time.”
Customer: “WHY WOULD YOU CHARGE ME FOR COLLISION COVERAGE IF I DID NOT GET INTO AN ACCIDENT, THOUGH! I WANT A REFUND!”
Me: “Again, sir, I’m really sorry, but you signed for this on a legal contract.”
Customer: “Let me speak to your manager NOW!”
Me: “Absolutely.”
(My manager has been sitting in the back office listening the entire time. He walks out, and the customer repeats everything again.)
Manager: “Sir, you put your signature down on a legal contract accepting this coverage. I wish that I could get a full refund on my yearly insurance just because I did not get into an accident, but unfortunately, it does not work that way.”
Customer: “Well I didn’t read what I was signing. This is f****** ridiculous. I ACCIDENTALLY SIGNED IT!”
Manager: “WELL, THEN, WE ACCIDENTALLY COVERED YOU AND THE VEHICLE, NOW DIDN’T WE? I suggest next time you put yourself in the position of signing a LEGAL DOCUMENT that you will spend time reading it and pay attention when someone explains it to you.”
(The customer promptly left.)
Related:
Pre(Car)ious Insurance, Part 6
Pre(Car)ious Insurance, Part 5
Question of the Week
Have you ever served a bad customer who got what they deserved?
