Showerthought: The day a customer's 'small dent' turned into a full quarter panel replacement

This guy brought in his truck on Monday saying he just needed a quick pull on a rear fender crease. Once we got the bed liner out, we found the inner structure was bent and the seam sealant was cracked for about two feet. Ended up having to order a whole new panel from LKQ and the job took three days instead of one afternoon. Anyone else get those jobs where the real damage is hiding where the customer can't see it?

2 comments

2 Comments

sean_murray23d ago

Sounds like an upsell to me.

johnson.lee22d ago

It's the classic move of offering a basic version, then charging extra for features that should be included. You see it with software subscriptions, car options, even fast food combos. They get you in the door with a low price, then hit you with the real cost piece by piece.