To cut a long story short - the customer did not want to spend much money as the car was going off lease/being sold and he was disappointed that the cheaper option of dent removal could not be carried out. (This was an option offered with best of intentions & which would bring no revenue to Hanstons as the third party specialist invoices the customer directly for this service.) He did however, admit that the machine polish & hand wax carried out (which had been requested & discussed) was excellent, also that a previous repair we had done some years ago had also turned out well. The customer was only charged for the time spent polishing & waxing, not for any other time taken by our staff to strip the door to see if the dent could be removed. Unfortunately, we cannot please everybody & we cannot work entirely for free!
When the vehicle was dropped off the customer had marked, with tape, all over the vehicle, areas which he required polishing. The customer had discussed with the MD the job in hand & the cost. The object was to prepare the vehicle to go back off lease or be sold, therefore, the customer did not wish to spend too much money, understandably. With this in mind the MD offered to try a dent removal specialist, who comes to site & if it works - great, if not the panel would need a full repair (which he did not wish to pay for). Unfortunately, due to where the large dent was situated on the panel, in front of the reinforcing bar, it could not be removed using this method. The customer's wife was advised of this on the phone when she was advised to collect the car. She was also told the the full body polish had been carried out & the car looked great. Staff stayed behind so that she could collect the vehicle, out of hours, she checked the work carried out & paid the bill. It is unfortunate that all dents cannot simply be "popped" out with paintless dent removal - sadly expectations cannot always be met when trying to offer a cheap solution.