Toppers Plus

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ The customer had an appointment on Saturday 8/22/to have a bug shield and nerf bars installed on his Chev He dropped off his truck at 9:39pm Friday evening out front of our building and put the keys in the drop boxIt was dark at that point and he was aware that we were not open for businessHis truck sat outside unattended until we opened at 9am on Saturday morningAt 9:22am, our service tech brought the truck into our shopThe truck was very dirty at that pointThe tech noted that there was a lot of bugs on the hood of the vehicle that he had to remove to install the bug shieldWe have cameras that show the vehicle the entire time it was here at our facilityThere are breaks in the feed during the night, not during the daytime hours when we were in possession of the vehicleWhen there is no movement, our cameras do not recordThe only times that there were breaks in the footage were during the night and when the truck was outside Saturday after he picked up his truck and left, he did return about minutes after leavingHe talked with our salesperson and told him about the scratchThe customer and our salesperson viewed the footage for a while and didn't notice anything obviousThe customer was told that we would review the footage and if we did put a scratch in his truck, we would fix itOn Monday, our general manager went thru the footage and didn't find any time when we came into contact with that spot on the truckThere is a large scratch in the hood up by the windshield wiper on the driver's sideWhile watching all the video footage, it was determined by us that we never came within approxfeet of that spot Monday I called the customer and told him that we did not find any evidence that we caused the scratch and that we therefore would not pay for damages to his truckHe later came into my office on Monday and demanded that we fix his truck, or in his words he would bad mouth us to all of his friendsHe also flashed his work badge and kept telling us that he worked for the stateWe took this as more of a threatIn our eyes, he was using his position as a state employee to bully us into fixing his truckHe works at the Minnesota Security Hospital in StPeter and reviews footage for a livingWhen I asked him to review the footage with me, he kept getting up and refused to watch it We have surveillance for the entire time the truck was in our care and we did not find anything to suggest that we caused the scratch in his hoodTherefore we will not pay for damages that we did not causeThe truck was very dirty and was covered in bugs when it was dropped off in the dark, it is reasonable to assume that the damage occurred in his possession