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Car Been In Accident? Don't Forget "Diminished Value"!!!
July 29, 1999
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Dear Ben: My car was struck by a truck owned by a major rental car company in December ‘98. It was a hit-and-run, but witnesses took down their license plate and I was able to get the company to repair my car. The accident caused my car to be worth $1,750 less under the "diminished value" theory. I sent the company my claim for this decrease in value in February, along with an estimate of the new (lesser) value written by the used car manager of a credible dealership. I've been getting the run around ever since. What can I do to?
---Barbara in Dallas
Dear Barbara: I contacted the claims department of the rental company and they tried to give the run around, too. Tried, but failed. I followed Dover's Formula For Successful Complaining, jumping several levels of their corporate ladder and sent a fax to their Senior VP in New Jersey. Within three days you had a settlement agreement in your hands and a check shortly thereafter.
The mistakes you made in attempting to settle this claim were common. First, you continued to allow them to put you off by calling instead of writing. Phone inquiries are easy to put off; but papering-your-trail by sending them a demand letter via Certified Mail/Return Receipt Requested ($2.98 in postage, but it usually gets the immediate attention of the company you're demanding a response from). Secondly, you burned valuable time by continuing to deal with the local pinheads. After 30 days you should have hit the phones and worked your way up their corporate chain of command like I did. The moral of the story? Always start at the top and let "management gravity" assist you in your quest for satisfaction.
Dear Ben: My family dentist went into partnership with another dentist, then they sold out to a bigger company. Last December I had $3200 worth of work that included three crowns; unfortunately the last crown wouldn't work. I went back five times and they eventually pulled out a portion of the tooth. My balance owed was $850, but the dentist told me that I could forget it. His bookkeeper confirmed that I owed nothing, then his office called me two days later and told me that I needed to come back in for more work. What should I do?
---Kay B. in Irving
Dear Kay: I wouldn't come within ten zip codes of that hack! Find yourself another dentist and have them survey the condition of the teeth in question. If you find out that your former dentist failed to deliver quality work, send him a letter (via Certified Mail) demanding a refund of the monies you've already paid him. If he ignores you, go after him in court. In the future, I suggest you check out any prospective health care provider in advance. Try www.questionabledoctors.org, a website loaded with eye-opening statistics, maintained by Public Citizen, the Ralph Nader-founded activist group. They've published a book called Questionable Doctors; it sells for $20 (plus tax and shipping) and can be ordered from their website or by calling (800) 289-3787.
Dose of Dover For The Week: Okay business owners!!! Regardless of your company size, here's a chance to prove you're the best at what you do and let consumers know that you've passed muster. I'm hosting a free seminar "The Three Best Kept Secrets of Customer Satisfaction" on Saturday, July 31. The featured speaker will be Jim Stein, nationally-recognized expert on customer satisfaction and founder of ValueStar. Whether you're the president of a huge company or the sole proprietor of a small one (this includes doctors and dentists, too!), you'll be empowered with information bound to improve your company.
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