Customer has accused me of damaging their property

[tarranty]

Hello, we are a small blind manufacturing company and have only been trading a few weeks. Just hoping for a bit of advice on our first problem, I went to fit some blinds for a customer yesterday, they have claimed I scratched their patio window. The scratch measures only 1" but I am absolutely adamant that I did not do this and know they are trying it on. My customer service was probably not at it's best and I left without completing the job as he was getting more and more irate. From a call this morning, he has said that I either repair the window or he will take me to court. My wife has said to back down for reputation's sake but as I know I didn't do it I am reluctant. Advice from anyone who has been in a similar position would be great. Thanks

 

[Root 66 Woodshop]

Do you actually carry/use anything that can indeed scratch glass?

 

[TotallySport]

do you have insurance?

but how could he prove it was you?

 

[Ash-CBO]

Typical situation where you know you are in the right, but usually, without proof, what the customers says go. Im sure the court threat was exactly that, a threat, as the time, effort and money involved over a 1 inch scratch would be ridiculous.

Perhaps try t find a middle ground (i.e a slightly discount on the blind) as a showing of goodwill and to keep him happy?

 

[estwig]

have you been paid for your work?

If not go and remove your goods, forget about it and move on.

It doesn't matter what you do, your reputation with this customer is in tatters and the chance of getting paid for your work is slim.

Do what ever you can to wash your hands of this as quickly as possible, no matter it takes, get as far from this as possible.

Don't let it become a drain on time and resources.

 

[tarranty]

I don't normally request a deposit on small domestic orders but I did on this one as this particular customer was 'strange' when I first measured and accused me of leaning to hard on their dining table as I wrote the quote out... I think it best that I do just walk away as like you say, they have received for a third of the price one complete fitted blind so they cannot complain about that.

 

[estwig]

I don't normally request a deposit on small domestic orders but I did on this one as this particular customer was 'strange' when I first measured and accused me of leaning to hard on their dining table as I wrote the quote out... I think it best that I do just walk away as like you say, they have received for a third of the price one complete fitted blind so they cannot complain about that.

Do it mate, walk away before this turns into a massive sink hole for your time and resources. They won't do anything about it, not worth their trouble, or yours.

Live and learn!

 

[Chris Ashdown]

Treat it as lifes free learning curve

Go back and finish the work

Pay to have the glass replaced (I know it hurts but that person can cause you heaps of lost orders in the future

Yes you have had a hit but from now on you will inspect every window before you start, maybe take a photo of window and surrounding area and never have the problem again

Get three quotes to replace glass and tell him you will pay for the cheapest one if he orders it replaced himself and gives you the bill

Probably a lot of money to loose but your reputation is worth more

 

[HobbyMounts]

If a customer is causing you grief before you've even started work, run a mile. I've learned that customers who are trouble beforehand turn out to be trouble afterwards too.

Or, price the job way higher than you would normally just to make it worth your while and cover yourself if something like this happens.

 

[JonathanSEO]

Treat it as lifes free learning curve

Go back and finish the work

Pay to have the glass replaced (I know it hurts but that person can cause you heaps of lost orders in the future

Yes you have had a hit but from now on you will inspect every window before you start, maybe take a photo of window and surrounding area and never have the problem again

Get three quotes to replace glass and tell him you will pay for the cheapest one if he orders it replaced himself and gives you the bill

Probably a lot of money to loose but your reputation is worth more

I don't think the OP should take a hit here and put himself out of pocket based on what the customer might do that could cost future orders.

Based on what we know the customer is difficult to deal with. Even if the glass is replaced I think it's quite obvious he still won't be satisfied. So the OP gains nothing by doing that.

If you did that for all customers you'd be leaking cash.

 

[HobbyMounts]

My customer service was probably not at it's best and I left without completing the job as he was getting more and more irate.

It would be interesting to know what makes you say your customer service wasn't at it's best and what the customer was getting irrate about?

Is this 'problem' with his window really a mask for other issues he has?

 

[MASSEY]

Are you sure you didnt scratch it

 

[estwig]

Treat it as lifes free learning curve

Go back and finish the work

Pay to have the glass replaced (I know it hurts but that person can cause you heaps of lost orders in the future

Yes you have had a hit but from now on you will inspect every window before you start, maybe take a photo of window and surrounding area and never have the problem again

Get three quotes to replace glass and tell him you will pay for the cheapest one if he orders it replaced himself and gives you the bill

Probably a lot of money to loose but your reputation is worth more

No, time and money wasted trying to placate one difficult customer, is time and money that could be spent generating ten new customers.

There are plenty of fish in the sea, burn him!

 

[Lucan Unlordly]

I done a graphics job on a lorry which had a small crack at the top of the screen. My ladders slipped and whacked the screen again but fortunately done no further damage.

To cover myself I spoke to a couple of the workers who said they knew the screen was cracked, that it was done earlier in the week whilst on site.

I later learnt that the boss apparently denied this, said the incident was caught on CCTV and he expected me to pay for it's repair.

The boss was a mate which just goes to show that some people will try it on no matter what!

 

[Spongebob]

I don't normally request a deposit on small domestic orders but I did on this one as this particular customer was 'strange' when I first measured and accused me of leaning to hard on their dining table as I wrote the quote out...

The lesson to be learned from this is that if you don't feel totally comfortable with the potential customer don't take on the job.

There are some decidedly odd people out there and they can make very expensive clients. Weed them out at the 'interview' stage.

Whenever you hear someone complaining that they have had several tradesmen out to look at a job but none of them has even submitted a quote, you now know the reason why...

 

[mids_biz_guy]

This reply might be to late now, but there are companies who can polish scratches out think there called plastic surgeon you can find them do a google search used them couple of times