Clean It Up
UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: richy27 on June 14, 2010, 12:16:35 pm
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had very few call backs but had one today froma job i did nearly 3 weeks ago.
fairly large end of tenancy house, uoted over the phone and when i got there it was much bigger than i was told and was extremelyheavily stained on wool burber carpet. and when i say stained i mean stained pretty much looked like the place had been trashed. If i had of quoted in person i prob would of walked.
explained to the customer that i would be able to improve things but they are not going to be perfect carry on he said.
called custy in to look at the carpets half way through and was happy wit the result and i was even a little shocked how well they had come up. So i continued finished the job got payed away i went. all seemed well
today phone rang and in the customers defense was very pleasant. but said that the agent had been round and was not happy with the carpets and there regular cleaner had a look and said he could get rid of all stains. and wait for including where they dropped the iron on the carpet and pretty much burnt through to the underlay basically he was trying to get me to refund him. as he has to fork out again for an obvious super human cc to do miracles.
I explained that i didnt mis lead him and was quite willing half way through to pack up and go if he was not happy. and kept things pleasant.
have i done anything wrong as i take things to heart.
dis gruntled
rich
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I'd be tempted to let the agents cleaner do it, and if
he removes ALL the stains you will refund the money.
If he fails it's the agents expense not yours.
Whats happened in the 3 weeks since cleaning, have workmen been in
and perhaps messed it up. Go and have a look, and put
the above proposal to the owner.
It does feel like you personally are being criticised, but
we are all human, you will get the odd problem. As long
as they are few and far between.
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Richard
Think your have the ame work emphasis as i do an like the client to be happy with the end result..
I would have walked really but least you did the job to your best..
Let there cleaner have a go and see what the result is and i doubt it will be any better mate and then decide if you want to give a refund mate..
good luck
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They should have at least given "You" a second chance mate.....
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;D
Ask them to get the cleaner round who can remove all stains including iron burns and tell them you will pay for it if he/she removes all the stains 100%.
Of course you will want to inspect the carpets when they have finished and if they have removed everything they deserve the money and then book yourself on a course with them in how to remove all stains from carpets including invisible mending of iron burns.
Come on, you its a chancer of an estate agent trying the old , no more work for you sonny if we can not have our money back trick, they then hope you offer a percentage back which of course they will 'on this occasion accept' .
You don't need 'em in the most polite way tell them eff off and move on. ;)
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right, question 1 richard, how much did you charge and how much is he charging?
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thanks for reply
my agreement was with the tenant have never had dealings with the agent. agent has never contacted me directly.
at the moment there is no question of a refund because i headed that off at the pass. because when i left the customer was happy. and even said they were as good as when they moved in.
as far as what the other cc will charge that is his choice. I guess he will charge what he likes and the agent will deduct or take deposit.
what more can you do. other than
dont give mis-leading end result promises
check the are happy at the end of the job.
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IMO you have done what was asked of you by the customer who your contract was with they where happy paid you end of if the agent wants someone else to clean them then let him pay end of.
Cheers Tony
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Richard,
Its now 3 weeks ago, they could have had a party on it by now and you wouldnt be any the wiser. I allways try and do my eot cleans as soon as close to the moving out date/inspection as that way every one is happy. Dont forget some carpets especially polyprop dont look that brill after they've been done.
BUT most of all you have been paid, the money is in the Bank and you really dont care now.
Move on.
Murky
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On what basis is he asking for a refund.
It can't be that you didn't clean the carpets.
It sounds like he is ped off with himself for misjudging the state they were in.
As long as you didn't oversell your services to him, or miss lead him I think your on safe ground.
I would be very interested in this miracle worker who can solve all the problems. Maybe you could say you would be delighted to refund him. All it will cost him is to allow you to tag along to watch the miracle man work his magic. So you can witness the transformation yourself. You could say that you are not looking to spy on your competitor but you will need to watch to make sure they are not cheating and laying a new carpet. Or using any form of voodoo or witchcraft.
::)
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Don't take it to heart (I know it is easy to say) but it happens to most of us. There will always be some know nothing clever dick like the general cleaner you mention who are on hand to shoot you down.
This makes me think about yet another rogue trader prog. coming on the TV (Angela Rippon I think) - what about a programme on Rogue Customers - non-payers, slow payers, insurance scammers, liars ("the carpets aren't dirty" when they have been trashed) etc etc. I could go on.....