I detailed a 10-year-old VW Jetta. I steam cleaned the roof liner to get out a smoke smell. Two days later, the fabric detached and drooped onto the driver’s head. The customer wants a new headliner ($800).
Key Takeaways
- Glue Failure: Headliners are held up by foam and glue. On older cars (especially European), the foam rots. Heat and moisture from a steamer dissolve the remaining glue instantly.
- Workmanship vs. Wear & Tear: The insurer will deny this as either “Faulty Workmanship” (you used too much steam) or “Pre-existing Wear and Tear” (the glue was already failing).
- The “Pre-Inspection” Defense: You must inspect headliners before steaming. Touch them. If they don’t bounce back instantly, the foam is rotten. Do not steam them.
- Waiver: Your checklist needs a line: “Headliners on vehicles over 5 years old are not guaranteed against sagging.”
The “Why” (The Trap): Inevitable Failure
Insurance covers unexpected events.
Applying steam to 10-year-old VW glue makes failure inevitable, not unexpected.
Therefore, it is a maintenance issue or workmanship error, neither of which is covered by GL or Garage Keepers.
The Investigation: “I Called Them”
I asked adjusters about headliners.
1. Garage Keepers
- Verdict: Denied. “Damage resulting from the service performed.”
2. The Fix
- Option A: Re-glue? Rarely works.
- Option B: Upholstery shop. Cost ~
400−400−800. - Option C: Twist pins (temporary fix).
Comparison Table: Headliner Risks
| Vehicle Age | Risk of Sag | Insurance Coverage |
| 0-3 Years | Low | Maybe (Accidental Damage) |
| 5-10 Years | High | Denied (Wear & Tear) |
| 10+ Years | Very High | Denied |
Step-by-Step Action Plan
- The “Touch Test”: Poke the headliner. If it crunches or stays depressed, do not clean it.
- Dry Clean Only: Use a microfiber towel sprayed with cleaner. Do not inject steam or extract water.
- Waiver Sign-off: Point it out to the customer: “This headliner is fragile. We will clean it gently, but we are not responsible if it delaminates due to age.”
- Pay Cash: If you drop it, find a local upholstery shop. Negotiate a trade-price repair. It’s cheaper than a deductible.
FAQ
Q: Can I spray glue it back?
A: You can try, but it looks terrible (lumpy) and fails in the heat. It usually upsets the customer more.
Q: Does “Ozone” damage headliners?
A: Not the glue, but high concentrations can damage foam rubber over time.
[IMAGE: Photo of a sagging headliner with a “No Steam” icon overlay.]