Suspicious Key Request From a Third Party
A man brings a 2020 sedan to your shop requesting a duplicate key. He is not the registered owner. He presents a bill of sale handwritten on notebook paper, a photo of a title on his phone, and says the owner is 'out of town' and authorized him. The VIN on the bill of sale matches the car. The car's registration in the glovebox lists a different name than the man. He is impatient, offers to pay cash and extra for speed, and asks you not to call the owner. Your shop policy requires government ID and proof of ownership for all-key or duplicate requests.
1. What red flags exist, and what does a defensible verification process require here?
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Red flags:
- Requester is not the registered owner and the glovebox registration names someone else.
- Handwritten bill of sale and a phone photo of a title are easily forged or recycled.
- Pressure for speed, cash, and a request not to contact the owner are classic social-engineering signals.
Defensible verification:
- Government-issued photo ID from the requester, recorded.
- Original title or current registration in the requester's name, or a notarized power of attorney from the registered owner.
- A callback to the registered owner at a number obtained independently (not one the requester provides).
- If any element fails, decline and document.
A photo of a title is not proof; originals or verifiable digital title records are.
2. He becomes angry and threatens a bad review. How do you respond, and what do you document?
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Respond calmly and firmly: explain the policy exists to protect owners from vehicle theft and that you will gladly proceed once verification is complete. Offer the concrete path (notarized authorization or the owner present with ID). Do not negotiate away the verification steps.
Document:
- Date/time, requester's name and ID details.
- What he presented and why it was insufficient.
- That you offered alternatives and he declined.
- Any threats or abusive behavior, factually and without editorializing.
A bad review is a business risk, not a legal reason to skip verification. If he leaves, note the vehicle and plate if visible and consider informing local authorities if you suspect a theft attempt. Never retain copies of ID beyond what policy and law allow.