It's such a simple thing, using a torque-wrench instead of the air gun. It takes only another minute or two of your time, but saves lots of aggrevated customers.
A few years ago I had my brakes inspected at Sears Auto Center in a nearby town and that one inspection cost me nearly $700 in damages. Why? Not because my brakes were bad, they ended up being fine. But because of a combination of over-torqued lugnuts, ruined studs and warped rotors.
It got so bad at one point that they mangled the studs on the front right wheel to the point where the lugnuts wouldn't come all the way off- they'd jam up near the top. This resulted in a phone call telling me that they can't get one of my wheels off.
After screaming lots of obscenities, running over to the shop and seeing for my own eyes what I thought wasn't even possible, I called a flatbed and had to get the van towed to my trusty dealer which I should've gone to in the first place. This dealer, I know for a fact hand-torques the lugnuts as I'd tested that many times before.
I told them what happened and the service manager didn't believe me. I waited as he put the van up on the rack and tried to get the wheel off. Minutes later he returned to the lobby wondering if I had the name and address of the place I'd taken the van to so that he never ever goes to it haha.
All I told the dealer was "Just fix it, tell me if anything else is wrong- and PLEASE do not tell me how you got the wheel off, I don't want to know."
Came back the next day with new rotors, studs, and an unstuck wheel.
NEVER GO TO SEARS.
2000 Chrysler 300M [Daily Driver] 158,000 miles as of Nov. 2014
1996 Chrysler Town & Country LX [Always and forever the favorite.]
2000 Chrysler Town & Country Limited [Gone, but not forgotten.]