Not every complaint is genuine. Watch the system spot a try-it-on and push back — politely but firmly — so you don't give away money to people angling for a freebie.
Step 1 · The "complaint" comes in
From: Gary Pomfrey <gpomfrey@email.com>
Subject: car not right
Received: Thu 21:30 · sold 4 months ago
Alright. Bought the Focus Auto off you back in the spring. Been fine but the tyres are getting a bit low and there's a mark on the alloy I reckon was there when I got it. Also it drinks a bit more fuel than I expected. Reckon you should sort me some money back or new tyres for the inconvenience. Cheers.
Step 2 · Auto-triage — smells like a chancer
Car
Ford Focus Auto · sold 4 months ago
"Faults" raised
Worn tyres · alloy mark · fuel economy
Genuine defect?
No — these aren't faults
Reasoning
Tyres = wear & tear after 4 months' use (not a fault). Alloy mark = cosmetic, admitted "reckon" it was there, not raised at sale. Fuel = driving style, not a defect.
Legal
Well outside 30 days · no breach of Consumer Rights Act
Route
POLITE PUSH-BACK — no money, no free tyres
Internal flag to you: This is a try-it-on. None of these are legitimate faults — tyres wear, the mark's cosmetic & unmentioned at sale, fuel use is driving. You owe nothing here. Reply stays friendly (protects your reviews) but firmly declines. Don't give away tyres to keep him quiet — that's exactly the precedent that costs you.
Step 3 · Drafted reply — firm but friendly
Drafted reply → you approve
Hi Gary,
Thanks for getting in touch, and glad the Focus has been running well for you.
On the points you've raised — tyres are a normal wear-and-tear item, so after four months of driving they're down to you to maintain, same as any car. The small mark on the alloy is cosmetic and wasn't noted at the time of sale, and fuel consumption does vary quite a bit with driving style and conditions. None of these are faults with the car, so they're not something we'd cover.
That said, if you ever do have a genuine mechanical fault, we're always here to help — just let us know.
Best regards,
[Your Dealership]
Declined cleanly, kept the door open, stayed professional — no free tyres, no cash, no argument. Your money stays in your pocket.
Why this matters: Chancers count on you being too busy or too worried about a bad review to say no — so they get a freebie. The system says no for you, politely and consistently, every time. It protects your margin from the piss-takers without you having to be the bad guy or waste an evening arguing.
Illustrative demo. Real system tuned to your policy, tone & what you will/won't cover. ForecourtDesk.