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The Engine Of Your Destruction

| Denver, CO, USA | Extra Stupid, Transportation

(This customer has had their vehicle towed in.)

Me: “So, what issues are you having?”

Customer: “It won’t start.”

Me: “Okay, let me take a look and I’ll call you right back.”

(As I approach the vehicle I can see metal pieces on the ground. The customer’s engine had literally exploded and chunks of broken engine parts fell out whenever it was moved. I look up their service history to see if they could even hope for warranty coverage. They had no oil changes in over 28,000 miles.)

Me: “Due to lack of maintenance your engine is destroyed and needs to be replaced. The cost for this repair is around $6000.”

Customer: “Well, it’s a lease, so can’t I just turn it in?”

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Socks To Be Them

| Cincinnati, OH, USA | Bizarre, Transportation

(I’m another customer in this story. I’m waiting for my tires to be changed when the other customer walks up to the desk.)

Attendant: “We’ve found out what was causing the banging noise. Your tires are so badly worn that the steel cords are showing and it seems that one of them hooked a sock.”

(By this point the attendant is trying hard not to laugh.)

Attendant: “And it seems that it was banging against the inside of your right front wheel well when you drove.”

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Low-balling Your Standards

| USA | Money, Transportation

Customer: “[Coworker] hasn’t contacted me back yet. I left him a message an hour ago. I don’t understand why he hasn’t called me back.”

Me: “I’m sorry about that, ma’am, but he’s been in and out of the front office most of the afternoon, working on a couple of estimates.”

(I don’t tell her that all of our adjusters have dozens of jobs to oversee and often have 10 or more messages waiting to be returned at any given point in the day.)

Me: “I can write down your information and let him know you’re waiting on a call back, if you’d like.”

Customer: “Yes, thank you. I’m [Customer], and he had called me about my car. I just can’t understand this at all… Why is the insurance low-balling me?”

Me: “Low-balling you?”

Customer: “Yes! They wrote me an estimate for my car for $2,000 and now [Coworker] is telling me they took the car apart and the estimate is now $4,000! How in the world can that be? I can’t deal with an insurance that will try to cheat me! I pay them good money for my policy, and I can’t understand why they would be so unfair to me!”

Me: “Ah, I think I understand what’s going on, ma’am. Did the insurance adjustor write the estimate just from looking at the car?”

Customer: “Yes. He walked around it and wrote an estimate and it’s way too different than yours!”

Me: “That happens a lot, actually, ma’am. The insurance adjustor could only see the outside of the car. He did his best, but he couldn’t see to know what got damaged behind the outside pieces and so he couldn’t include that in the first estimate. His paperwork was just to get the claim going. Once you brought us the car to take apart to fully inspect and start fixing, we were able to see the different parts inside of the car and tell what else had been broken by the wreck. So, we wrote up a new estimate for the new damages found, and we will work with the insurance to get that paid and fixed. [Coworker] was just letting you know what the new total was so you’d be up to date on everything.”

Customer: “But how can there possibly be that much more damage? I don’t understand why the insurance was low-balling me!”

Me: “Well, depending on where the damage is, there are lots of internal parts to your car. And, unfortunately, they add up quickly if they need to be repaired or replaced.”

Customer: “But I don’t understand!”

Me: “Let me get your contact number so [Coworker] can call you back…”

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