An Ounce of Prevention

[Chiefs]

As an exterior only/ride through wash and with the busy season upon us in full swing, the vexing problem of getting getting seasonal customers in addition to your regulars always poses the hazards of people not following directions. Either putting a foot on the brake, inadvertently turning the wheel, having low front tires and/or vehicles out of alignment, etc. This inevtably leads to the problem of cars jumping rollers and bumping the vehicle behind them or in the worst cases, jumping the track itself.

Now we all have signs that tell people Neitral, foot of brake and hands off wheel. I have even gone to the extent of having three additional signs throughout the tunnel telling to people to "Honk if they experience a problem and reminding them in words and pictures to keep it in neutral, etc., etc. Despite these reminders, the problems still persist with few people ever honking their horn.

Well, now we've taken the next step and it is helping to not only avoid accidents but also limit the headaches that go along with them.

What we now do is give every customer a handout that reads

"WARNING
IF YOUR CAR STOPS MOVING BEFORE THE END OF THE CAR WASH
HONK YOUR HORN IMMEDIATELY!
YES, THIS MEANS YOU!
IF YOU DO NOT, WE WILL NOT BE HELD RESPONSIBLE FOR ANY
VEHICLE DAMAGE THAT MAY RESULT.
STAY IN NEUTRAL - FEET OFF BRAKE - DO NOT TURN WHEEL AT ALL"

It costs us 0.5 cents per car and has thus far averted at least a couple dozen accidents/ cars bumping and possible vehicle and equipment damage to two vehicles that jumped the track.

I intend to hand this out to every vehicle we wash no matter how regular the customer is or isn't FOREVER! I highly recommend that any exterior wash that leaves the customer in the car follow suit. Its well worth every 1/2 cent.

[Waxman]

Don't other tunnel washes accomplish this goal without use of a handout?

If you were to continue the use of a handout, why not make it more of a marketing tool rather than a straight 'liability reducer' or 'throughput enhancer'??

Couldn't the person handing the customer the paper just as easily communicate your 'cautions' verbally?

If I were you, I'd look to the big boys in the conveyorized carwash game and copy whatever they do. Maybe it's a scrolling l.e.d. sign, verbal instructions, etc.

I am a SS/IBA guy, so what do I know, but to me a handout seems wasteful on several levels and as a regular customer I'd get pretty sick of being handed one after 3X thru the wash. Many customers may feel you are insulting their intelligence with the 'every customer every time' policy.

Let me put it another way; you're selling them a clean car and littering up their interior at the same time. Seems contrary to your goals in a way, doesn't it? Just one guy's opinion, fwiw.

[DoubleEagle]

As an owner of a exterior wash I can't agree more with Chiefs. We have signage, communicate with every customer verbally as they enter our tunnel and we still have people jumping rollers or worse yet jumping off track! More times than not I have this problem right at sendoff, I can't count the times in a day that people either leave it in park or have their foot on the brake and jump the first roller. And this is just after we say to them foot off the brake, don't steer and car in neutral. The ones that happen in the wash I believe is from panic. They enter the wraps or mitters and slam on the brakes. Or if they feel our rockers on their car they start steering the car in the tunnel. The best ones are the ones that drive through tunnel! Then wonder why their car didn't get washed! The bad ones are the ones on their cell phones as they enter our wash, we ask them politely to listen to us and we get dirty looks for interrupting their call. Some days you just can't win. I think what Chiefs proposed is very proactive.

[Chiefs]

Waxman -
No offense, but obviously you have never operated a conveyor wash or dealt with the verbally challenged employees we deal with.

As far as customers feeling insulted by getting this handout every time, I can tell you from experience that no matter how many times people go through a car wash and no matter how many signs you have (I have 4) you will still have a regular customer doing stupid things - hence the reason why I have 5 cameras in the tunnel too. I've had club card (monthly pass) customers get on the conveyor and put it park, keep their foot on the brake and jump the first roller etc.

I see nothing wrong with it as the first time you don't and there is a problem you will get into the age old he said she said argument about what the attendant did or did not tell them. By using this handout, there can be no excuses on the part of the customer.

I don't care whether you operate just one exterior tunnel or 50 like the "big boys", 1/2 a cent to prevent a four car pile up in the tunnel or prevent vehicle and equipment damage when (not if) a customer turns the wheel and jumps the track, is well worth the cost of printing for the safety of the customer, their vehicle, your sanity and avoiding having to send customers to the local body shop for bumper repairs.

Again, no offense, but when you respond to a post maybe it should not be with zero experience under your belt. Feel free to come and walk in my mocassins, then you'll understand why we've taken this step.

[Waxman]

Well, glad you've got it figured out. I know damage claims stink and I can't imagine how many you tunnel guys have to deal with.

I was merely offering a point of view other than that of a conveyorized carwash owner. To be precise, your post didn't really ask anything, so what's the harm in me offering a point of view that doesn't happen to agree with yours? I have taken cars thru conveyorized carwashes, after all.

Thanks, but for now the IBA/SS moccasins are big enough!:D

[smokun]

An intelligent alternative:

http://www.moderncarcare.com/articles/flat-belt-conveyor-alternative-carwash-system.html



Some exterior carwash operators with an attendant facilitating the loading process make the mistake of processing with a "wham, bam, thank you ma'am" quickness that almost increases nervousness among some drivers. All too often, operators fail to put themselves in their customers' shoes... and that level of indifference may create a counterproductive atmosphere. :eek:

Now you seek to issue a disclaimer which may further compound the issue of calmness. Yet the objective is to create a ple3asant buying experience. Seems like the disclaimer action is a contradiction in what should be a risk-free perception.:o

[variable]

Chiefs,
You don't give many details regarding your specific wash...

Running a small conveyor, which is staffed, our problems are minimal.

We have our issues, but 99.9% of our roller jumping occurs right after the car is shipped/programmed.

We routinely run 50+ cars per hour, spaced 3-4' apart with no issues. No signs, no handouts. Just instructions from the attendant and/or service advisor.

IMO, in the same time you spend handing this flyer to customers, you could simply inform them. It works fine for us.

From an equipment aspect, is your conveyor front-wheel pull? Do you have the proper tension in your chain? Is the speed set appropriately?

FWIW, I'd prefer to eliminate that .5 cent flyer from my cost per car.

[Chiefs]

Fair enough. We have a 150 tunnel and routinely run 1,000-1,200 cars on a busy day. All four of our attendants on a day like that are at the entrance. And yes, we have enough problems at the entrance with people putting their vehicle into park instead of neutral and/or not taking their foot off the brake. That's easy to correct. Invariably however, for whatever reason whether they are wiping their dashboard or tending to the kids in the back seat or whatever the reason, customers simply do stupid things inadvertently which have significant and negative consequences while their vehicle travels through the tunnel.

We began the handouts last week because verbal instructions and four separate signs (two at the entrance and two more in the wash process) simply did not make things idot proof enough. Now the only problem I have is for those few customers who are simply illiterate. But the results in the first week have been stellar. Since last Thursday days we have washed over 3,500 cars and have heard numerous horns, prevented all potential accidents due to jumped rollers including two that jumped the track. Those all represented bumpers that didn't get scratched and equipment that didn't get damaged, and no one sent to the local body shop I use. If their anxiety level and spidey senses have been alerted, then all the better. Just as a doctor wants a paitient to be involved in his or her care, so do I want customers to be aware that their vehicle should not stop moving for any reason until it reaches then end of the tunnel and it is their responsibility to alert us if it does.

[Earl Weiss]

A couple of thoughts. Mr. Okun promotes the flat belt as a way to solve the problem with the Nimrods. I think it will oslve some but perhaps create others.

If the idiot keeps the car in drive or puts it in reverse you still have a problem. Even in neutral it may not stay in the same spot. Then they have to remeber to put it in drive at the end and not stay on the brakes. Faster because you don't "Wait for the roller" The ones I see still need a loading system. Either a sepertate loaunching belt which is the same as alunchng with a roller up. Or the customer has to figure it out.

Bill I understand the horn thing, Many of my customers Honk if the conveyor stops for more than 5 seconds which happens when we have a loading issue. Are you finding that this happens?

I can see Bill's system helping. Can't help but wonder why they are smart enough to understand the flyer, but not the signs. Perhaps it is easier to ignore signs.

[Earl Weiss]

Chiefs,

We routinely run 50+ cars per hour, spaced 3-4' apart with no issues. No signs, no handouts. Just instructions from the attendant and/or service advisor.

.

I assume you don't have wrap around brushes? 4' would most be enough room for most wraps to get between the cars.

You are operating in a different world. With Bill's numbers he is at a production speed of 100+ and maybe even 150+ CPH production which means at least double and perhaps triple the chain speed.

In round numbers a car + space = 30 feet. You average 1 per minute or 60 CPH chain speed. Actual production would be less. Thats half a foot per sec. For 120 CPH you close the gap in half the time, and if you produce 150 CPH you are probably running a chain speed of 180 CPH and closing the gap in 1/3 the time.

[Chiefs]

I simply offered this idea of the handout as a way to help other exterior operators avoid some of the headaches associated with stupid customer tricks. Signs are not enough. As most of you already know, people tend not to read signs and thus it forces the customer to be attentive, notice and read the sign - most don't. This handout puts it in their face front and center. Baed on the very apparent success so far, I intend to hand these flyers out to every customer whether its their first time through the wash or 100th time through. Its the same reason why the attendant always tells the customer "neutral, foot off the brake." I'd rather them be offended than have them inadvertently do something stupid. Even computers get brain cramps and need to be re-booted. The handout simply does that for the customer's computer - i.e. brain.

[Earl Weiss]

Bill,

Any thoughts of adding to the idea. Like a message Saying "Thanks for coming to ...... see you soon."

Perhaps ending on a positive note as a nice reminder.

[Whale of a Wash]

The handout if it prevents one problem a year would seem worth it. With the quality of drivers out there its amazing you don't have more problems. The people that feel confused, distracted, or claustrophobic, even if one a week could cause you alot of trouble. What about the people that are TEXTing while washing.

[Waxman]

Bill,

Any thoughts of adding to the idea. Like a message Saying "Thanks for coming to ...... see you soon."

Perhaps ending on a positive note as a nice reminder.

Yeah, that's what another guy suggested!:rolleyes:

I would seek to capitalize on the handout; change it up frequently; colors, change the message, put a puzzle on it for the kiddos, your logo, mascot, specials, grace for vets info, etc.

You get the idea; make the most of your handout and get more bang for your buck!!:cool:

[pitzerwm]

I'm wondering why this is costing .05 cents. I think the idea is ok, but I'd look at making it cheaper. Maybe adding a coupon on the back or something, that would be positive and a reason to come back.

[jfmoran]

Bill P,

I think its .005 cents per sheet, not .05.

Bill C,

I completely understand your frustration. My only suggestion as stated above would be to make it somehow more customer friendly in the wording.

Have you seen those shirts that say "Neutral", "No Brakes", "No Steering" or maybe a Shirt that says "Honk, If you Need Help"! Not sure if they work, but maybe employees with a big old message on the front of them might help as well.

John Moran

[smokun]

Great suggestion, John!

TEE SHIRT BILLBOARDS are effective ways to communicate, when done properly. ;) Direct, to-the-point, short & sweet. I've used them with good success... but the operator must be vigilant in exchanging dull, faded or washer-worn screening with a fresh replacements for maximum impact.
Cold-weather suggestion is to screen a fluorescent-colored highway safety vest for over-wear.

Another tip: Use a headset microphone and loudspeaker in the loading area to guarantee that customers actually hear the instructions... and be sure to choose an employee that enunciates well. The speaker system eliminates the need to shout. Courteous communication is a must because everyone may hear the comments.:o

[JK Xpress]

A loudspeaker?!? On the days that a facility processes 1000+ cars most know that it is non-stop for about 8 to 9 hours. That is 8 or 9 hours that the blowers are on non-stop. How loud to you jack the loudspeaker?

Most operators have a flashing Instructional Sign (I do) plus who ever is loading (at least at my place) tells all customers 1) Neutral 2) Foot of the Brake and 3) Hands off Wheel as they point to the Instructional Sign..... all in an attempt to make the place idiot proof. Yet you have multiple yahoos popping rollers. Loader repeats steps 1 -3 allbeit louder, yet same thing happens another popped roller. If the 3rd roller pops we shut down line........ to point out that they are not in Neutral rather they are in Reverse, Park or have foot on brake.

Working at/ Running a very busy SS is nothing like working at/ running a very busy Tunnel.

[Earl Weiss]

Have seen places with loudspekers. It is noisy at the entrance. But the speakers are LOUD.

[Chiefs]

My attendants are on line 12 hours a day. On a 1,000 car day they have to hear, neutral, feet off brake, hands off wheel loud enough for customers to hear. They'd quit or go deaf.With all the noise in the tunnel, It's better the attendant stick there head up to the window and speak.

People putting the car in park, keeping feet on the brake at the entrance is easy to correct. The problem comes when they do it going through the wash 80-100' down the line. The attendant only knows there is a problem if the customer honks their horn. As in most purchases made by any consumer informing them about their safety is of pramount importance. BTW Caveat Emptor means "Buyer Beware". I'd rather hear horns honking than customers sitting like lemmings and have a four car pile-up before the attendants finally realize a problem. I'll take that trade-off everyday. Again, it does not matter if its a customer going through for the first time or the 101st time. All customers are capable of stupid moments. This is partcularly true when "trapped" in your car in a mechanized car wash, and have to put the vehicle in neutral, take your foot off the brake and keep your hands on the wheel while the vehicle is moving. Can anyone of you think of any other scenarion that ask you to do all of these things while the vehicle is moving? It is simply not natural. In an exterior wash, except for the conveyor moving the vehicle, the customer essentially has care custody and control over their vehicle. If they do not violate any of the instructions that you've given verbally, in signage, and now in my handouts, nothing happens except they get a clean, dry, shiny vehicle to drive away in. Violate any one of those instructions or 2 or all 3 and you end up with a cluster^%!. If they don't like how we do things then they can go elsewhere and try another car wash or even better, give me $2.5 million in cash and I'll give them the keys and the headaches that go with it. then its there problem to deal with.

[smokun]

My suggestion about a headset w/controlled speaker utilizes a precision-targeted speaker aimed at the driver-side for controlled communication. I've seen it and heard it, and it isn't offensive.

The attendant usually is giving arm motion directions and guides the customer with reassuring commentary. The proper system is designed for verbal communication, not music. The headset frees up the attendant's hands & arms and the headset enables the attendant to establish eye-contact with the customer. It works great.

A talented carwash attendant can make the entire experience entertaining and appreciated. As time permits, product merchandising can also be presented. It gives the attendant an opportunity to engage and THANK the customers for stopping in... and INVITING them to come back soon!

It's just one more opportunity to distinguish your carwash, and set it apart from your competition. The optimum would be to have a prolific service advisor on point.

[smokun]

"In an exterior wash, except for the conveyor moving the vehicle, the customer essentially has care custody and control over their vehicle.":rolleyes:

Bogus. Closer examination of business law indicates that as soon as a carwash accepts a customer's vehicle (either an attendant starts vacuuming a vehicle once the driver exits in a full-service wash or upon accepting the vehicle for a process such as being loaded onto a conveyor, and thus surrendering c,c,&c), the carwash has essentially accepted "care, custody and control" of all liability until the vehicle is returned to the owner, and the owner accepts it. That condition essentially views the customer riding through as a spectator in an exterior carwash. Once the driver is discharged from the process, in the case of a ride-through process, and takes back and accepts full control of the vehicle, is the carwash thereby released from control.;)

It layman's terms: While under the care, custody & control of a business, if you break it, you bought it. :eek:

Our research has indicated that once the vehicle is on your exterior-carwash conveyor, it is under your control. Flyers, signs, verbal cautions act as a good-faith effort, but does not automatically absolve your liability. Instead of waiving the legal responsibility, it simply offers grounds for civil argument... which often ignores logic.:p

By all means, do your own research. I've offered ours. Hope this helps.

[Earl Weiss]

"In an exterior wash, except for the conveyor moving the vehicle, the customer essentially has care custody and control over their vehicle.":rolleyes:

Bogus. Closer examination of business law indicates that as soon as a carwash accepts a customer's vehicle (either an attendant starts vacuuming a vehicle once the driver exits in a full-service wash or upon accepting the vehicle for a process such as being loaded onto a conveyor, and thus surrendering c,c,&c), the carwash has essentially accepted "care, custody and control" of all liability until the vehicle is returned to the owner, and the owner accepts it. That condition essentially views the customer riding through as a spectator in an exterior carwash. Once the driver is discharged from the process, in the case of a ride-through process, and takes back and accepts full control of the vehicle, is the carwash thereby released from control.;)


By all means, do your own research. I've offered ours. Hope this helps.

Well, since it is standard practice in the legal profession to provide citations to authority used to substantiuate a legal position so both the opposition and trier of fact can use that as a starting point for their research please provide citations substantiating the above. A lot of legal authority is availaable on line these days.

[smokun]

Earl...

Since we're not attorneys, all I can do agree with your premise and rely on guidance offered by various sources readily available to all on the web. Most of our information came from either insurance industry sources or legal advisors, and we've used them for guidance on issues like this. I'm told to suggest the 2010 Edition of the New Appleman Insurance Law Practice Guide.

[Earl Weiss]

Earl...

Since we're not attorneys, all I can do agree with your premise and rely on guidance offered by various sources readily available to all on the web. Most of our information came from either insurance industry sources or legal advisors, and we've used them for guidance on issues like this. I'm told to suggest the 2010 Edition of the New Appleman Insurance Law Practice Guide.

The last thing I would ever do, and I would caution others to do the same is accept an "Insurance Industry " source as being authoritative when it comes to providing legal authority, without first checking their purported authoritative sources. Such sources have a vested interest in promoting certain positions.

[smokun]

We agree. We routinely check with multiple sources inside and apart from the insurance industry... as well as independent legal firms. Keep in mind that insurance companies have a vested interest in protecting their clients, be they businesses or individuals; essentially both sides of a conflict. Nevertheless, a well-grounded research uses multiple resources with a clear understanding of confidentiality, given our independent consultancy.

[Earl Weiss]

...........Keep in mind that insurance companies have a vested interest in protecting their clients, be they businesses or individuals; essentially both sides of a conflict. .............. .

I caution all that this is a very dangerous premis to operate under and I caution all to do so at their peril, or as Bill C. stated "Caveat Emptor".

First, foremost and always the insurance company's priority is protecting themselves / their bottom line. Secondly, and sometimes a distant second is their client's / insureds.

How soon we forget the well publicised Insurance industry Hurricane Katrina fiasco as well publicised example.

[smokun]

My comment referred to EACH SIDE of an issue ultimately will focus on someone paying for damages. Find out where you stand if ultimately you need to contact your insurance agent about an issue.;)

Remember the old adage of ASSUME: Making an ASS out of U and ME :mad:

The customer will have his or her story, and the carwash will have theirs. Consequently, if you wish to appreciate both sides of an arguable position, then why not appreciate knowing what their respective position is on "CARE, CUSTODY AND CONTROL"? :o

Doesn't it make sense for a carwash operator to ask their insurance carrier what their position is on the exposure? That's why you pay premiums for garage-keeper's liability. Same is true when dealing with other losses such as stolen vehicles, equipment damage caused by a driver's out-of-control misconduct, etc.:cool:

If you recognize the exposure is yours, you'll know enough to negotiate a settlement on-the-spot and avoid getting your carrier involved, thus safeguarding your premium stability. My point: Knowledge is power. What you don't know... can, in fact, hurt you!

My original reply was cautioning Bill about his understanding of "care, custody and control". Nothing more.

[pitzerwm]

Steve is right about knowledge, and I agree that you need to know where you stand. In this case of stopping causing a rear end collision, IMO cameras first, so there isn't an argument that they did step on the brake, and something that proves that you made an effort to educate the customer is cheap and worth it.

[briteauto]

Bill C. -

I like your idea about the handout. I also like the idea about a coupon or something - even if it is seasonal, or only on certain days.

Around here, we have a chain of about 10 Delta Sonics. They pack the cars very tight - much tighter than I would reccommend. They have no wraps or side wheels, just mitters.

Anyway - there are signs in the tunnel that say "Don't worry, if cars get too close, conveyor will automatically stop." I have no idea how this is done. I do not frequent their wash, but I do occassionally like to check out the competition and have wondered what they do.

Something like this would not help if a customer accelerates, as I am sure it would not catch it quickly enough in acceleration. However, I could see it helping if someone hits the break, and you have a car being carried at conveyor speed into a "parked" car.

I should stop by one day and ask a manager - seeing this post got me curious as to what they do.

Mike

[Chiefs]

So Steve, If a customer hits the brakes amd jumps a roller after being told verbally through signage and handouts not to and causes an accident, it is the car wash's fault? If while wiping off their dash etc., they bump their vehicle into drive and take off and ram the car in front of them it is the car wash's fault? If a customer turns the wheel and jumps the track and fails to try to let anyone know there is a problem after being repeatedly warned to do so again throuhg siganage and handouts and then compound their idiocy by putting the vehicle in drive and driving through the car wash and runs into equipment, that is my fault? With all due respect Steve, bull****!

If a customer willfully or accidentally disregards all safety instructions, I'll be damned if I am going to accept responsibility? I have to accept responsibility for when I do something stupid. I am not accepting responsibility for other's stupidity.

[Waxman]

It seems obvious to me that the difference in perception here is; a person who owns and operates a carwash and one who perhaps does not.:confused:

[smokun]

Bill, I suggest that you contact your insurance agent. Getting ****ed off at me and venting may make you feel better for the moment, but I'm simply a messenger responding to the commentary.:(

We've all probably had situations where negligence has caused damage, and insurance companies have negotiated with one another for a resolution. But, most of us realize that getting your insurance company involved potentially leads to a premium spike... or worse.:eek:

The alternative is to negotiate directly with the customer, who has the option of either reaching a satisfactory resolution with the carwash operator... or seeking satisfaction in civil court (usually small claims). Or, they simply may go to their insurance company who in turn will contact your insurance company. That's where the "care,custody & control" impact is levied, which is why it pays to get input from insurers (before the fact).

Courts typically mediate and dole out retribution. Unless the customer acknowledges unintentional accidental misconduct, the carwash runs the risk of tacit acceptance of care, custody and control simply by accepting the vehicle into the process.

Unless the customer insists that the devil made him do it, you've likely wasted both time and money. Nevertheless, some judges actually swim against the current and embrace the business' logic of customers being forewarned. :confused:

Continue to rant, if it makes you feel better, Bill. My input was simply to offer balance to your assumption... without malice.:o

[Chiefs]

Steve, just last year, another customer jumped the track, then tried driving through and ran into the rinse arches causing some $1,800 in damages to their vehicle and about $2,400 in damages to my equipment and lost revenue. The insurance company for the customer called me and wanted resititution. I took a slightly different approach and filed a small claims case against the customer for the aforementioned $2,400. The customer's insurance company blinked and said that they would drop the claim if I dropped the case. Never, did they contact my insurance company as I refused to give them that information. I do not pay for other's stupidity under any circumstances. For other operators, do not be intimidated by insurance companies when you have a solid leg to stand on.

Everyone wants someone else to be responsible for their own stupidity today. The only way for a vehicle to jump the track is customer misconduct and willful disregard for instriuctions. If I perform due diligence in warning customers and informing them of their responsibility if something goes wrong as they go through and something does and they fail to follow those instructions/warning, they will have to take me to court every time.

That's how I conduct my business and in the 25 years I've riunning this place, I've never had a judgement rendered against me. If you are going to be a pussycat in this business, you will be eaten alive and out of business in short order. Knowing your system and what it is and is not capable of is oyur best defense against unreasonable damage claims.

[pitzerwm]

I hope you didn't drop your case, Chief!!!

[Earl Weiss]

....................
Or, they simply may go to their insurance company who in turn will contact your insurance company. ................




As Bill states, they can't go after your insurance if you don't give the info.

When asked for my insurance info on BS claims. I refuse to give it.

Even had people call the cops who usualy jsut tell them it's a civil matter. Occasionaly a cop asks for insurance info and seem surprised when i refuse to give it.

Have had judges rule for and against me. One said "Oh, I know how those car washes can throw you out of the track and throw you back in again".

I even bring a check to court in case they rule against m now. I pay any ruling instantly so no adverse judgement appears of record.

[Washmee]

As Bill states, they can't go after your insurance if you don't give the info.

When asked for my insurance info on BS claims. I refuse to give it.

Even had people call the cops who usually just tell them it's a civil matter. Occasionaly a cop asks for insurance info and seem surprised when i refuse to give it.

Have had judges rule for and against me. One said "Oh, I know how those car washes can throw you out of the track and throw you back in again".

I even bring a check to court in case they rule against m now. I pay any ruling instantly so no adverse judgement appears of record.

Same strategy here Earl. When someone tries to make a bogus claim, I tell them to make the claim on their insurance if the feel they deserve some kind of compensation. I've had a few followups from insurance companies after incidents like these, but after explaining my side of the story I have never payed a dime on any of those claims. The only time I have been sued was once when a customer tried to extort a couple of hundred extra $$ above the estimates he provided to repair a broken antenna. After his attorney was contacted by mine, the case was dropped and he received the $$ he was due, not a dime more.