Clean It Up
UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Caleb Morley on October 07, 2014, 07:09:31 pm
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Hi All,
I've had a customer say I've cracked and broken one of their roof tiles. I know we didn't do it but he's adamant it was me. It kind of ended in a stalemate. He said have a think about it and I've got to come back to him once I've "thought about it".
I don't know what to do, but I really don't want to pay for something I haven't done.
In the past where I've made mistakes I've always rectified matters and when required paid for minor repairs.
Can he sue me?
Cheers,
Caleb
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If its just a broken tile, it should be pretty cheap and easy to sort buddy...
If it is then i'd go back and say 'i'm still apprehensive about accepting liability, as i'm pretty sure it wasn't us. But because we value you as a customer, we'll fix the issue this time' or to that effect...
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Cant imagine so custy has clearly given you permission to gain access to clean the window so their fore you should not be liable .
If you were to offer to replace the tile you would only be admitting to something you have not done , For the sake of a few quid at most dont know why custy is hounding you a tile can be bought for about £0.75 .
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how could he sue you? im sure it has to be proved beyond reasonable doubt it was you.... your word against his
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how could he sue you? im sure it has to be proved beyond reasonable doubt it was you.... your word against his
Trust me, that's not how it works in a claims court.
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K
How much is the job worth?
Andy
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how could he sue you? im sure it has to be proved beyond reasonable doubt it was you.... your word against his
Nope, Civil court only needs probability percentage mate. "beyond reasonable doubt " is for criminal courts ;)
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I assume you trad,if you are you will know in your own mind if you did it or not,if you did stick your hand up and pay for the broken tile ,if you know you didn't do it ,walk away,personally that's what I would do,as you will always be walking on egg shells with a customer like and waiting for the next time for the poop to hit the fan.
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The thing that grates is that it was a one off job (I'm stilling doing them whole I build my round up) and I know we didn't do it. I've broken a tile before, admitted it and paid for the repair.
According to him it's not a simple repair as it's the second tile below rendering, below a bay window and so the rendering would have to be taken off.
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Has he paid you mate?
If he has and you know you didn't do it just tell him it was already like it and you're not taking responsibility. He's probably only just realised and because he knows its not a straight forward job his trying to blame you.
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Has he paid you mate?
If he has and you know you didn't do it just tell him it was already like it and you're not taking responsibility. He's probably only just realised and because he knows its not a straight forward job his trying to blame you.
The job was paid for by his wife, who - get this - asked that I do the job while her husband wasn't there as he wouldn't like it.
I'm thinking of asking for his email, sending him a polite email stating the points I made earlier today in person and saying I'm not taking responsibility.
I was very polite and professional this morning so that will help any developments.
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If you've already been paid, it was a one off and you know you didn't do it then just ignore them.
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It's a difficult one, if you were up there it's going to be difficult to argue your case.
As it's not a regular then write a letter that the damaged caused was not done by yourselves ( it's a shame you didn't notice it before your clean ) and supply the details of your insurance company. Let the insurer know the circumstances and there details making it clear your not admitting liability.
Let them sort it out
Darran
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If its just a broken tile, it should be pretty cheap and easy to sort buddy...
If it is then i'd go back and say 'i'm still apprehensive about accepting liability, as i'm pretty sure it wasn't us. But because we value you as a customer, we'll fix the issue this time' or to that effect...
I broke a slate on a house and the charge was £70.00.
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It's a difficult one, if you were up there it's going to be difficult to argue your case.
As it's not a regular then write a letter that the damaged caused was not done by yourselves ( it's a shame you didn't notice it before your clean ) and supply the details of your insurance company. Let the insurer know the circumstances and there details making it clear your not admitting liability.
Let them sort it out
Darran
I really disagree with this Darran (no offence)
Don't give your insurance details out.
The customer will see you not having any negative comeback and him getting his slate paid for by the insurance company.
Which isn't how it'll work in reality.
If you've got a claim against you-which you will do if he calls them-your premium will go up...for years.
Long and short. Been paid? Walk away.
If he wants to chase you-let him.
(assuming you 100% know you didn't break the tile)
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Mate I'd just leave it and if he contacts you just repeat that it wasn't you.
Am I right in saying its not a roof tile nut a wall tile?
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Mate I'd just leave it and if he contacts you just repeat that it wasn't you.
Am I right in saying its not a roof tile nut a wall tile?
Yeah it's a roof tile. Think I'll email him my position (not sexual) and let him do whatever he wants. I didn't do it so why should I pay
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No offence pole king, we all have opinions and there are many differing ways to handle this, mine is one option. The insurance company is unlikely to pay out, but it gives the customer something to do and deflects it away from you.
Personally, I'd just replace it, it's not worth the hassle, and hopefully get some goodwill out of it
Darran
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Caleb, I'm not being funny but how do you know it wasn't you?
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If its just a broken tile, it should be pretty cheap and easy to sort buddy...
If it is then i'd go back and say 'i'm still apprehensive about accepting liability, as i'm pretty sure it wasn't us. But because we value you as a customer, we'll fix the issue this time' or to that effect...
I broke a slate on a house and the charge was £70.00.
Congratulations...
Theres a reasonably important word in my post though....'should'...this wonderfully underrated word suggests that although most tiles are cheap to fix there is still the possibility it may not be...
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Was that £70 to have a roofer fit it ? If so that's still cheap
Darran
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Hi All,
I've had a customer say I've cracked and broken one of their roof tiles. I know we didn't do it but he's adamant it was me. It kind of ended in a stalemate. He said have a think about it and I've got to come back to him once I've "thought about it".
I don't know what to do, but I really don't want to pay for something I haven't done.
In the past where I've made mistakes I've always rectified matters and when required paid for minor repairs.
Can he sue me?
Cheers,
Caleb
Have you been back to look at this broken tile? Is there anyway you can get a picture of it to maybe determine or prove its maybe an old break ?
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Caleb, I'm not being funny but how do you know it wasn't you?
We didn't walk on the roof tiles where the break happened mate
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Personally, I'd just replace it, it's not worth the hassle, and hopefully get some goodwill out of it
Darran
[/quote]
It's not a simple repair, as if it was I'd probably do it even though it's not me
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Have you been back to look at this broken tile? Is there anyway you can get a picture of it to maybe determine or prove its maybe an old break ?
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Yeah I've seen it, it appears to be a fresh break. Point is it wasn't me. It's so irritating
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Yeah I've seen it, it appears to be a fresh break. Point is it wasn't me. It's so irritating
If its a fresh break then the point is.........who else has been on his roof ? Thats what the point is.
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Yeah I've seen it, it appears to be a fresh break. Point is it wasn't me. It's so irritating
If its a fresh break then the point is.........who else has been on his roof ? Thats what the point is.
Exactly what are the chances that somebody else has been on these tiles, can you see any type of work that's
been done lately that would have caused somebody else to have broken the tile ?
Could a previous window cleaner have done it and not taken the responsibility so they are trying it on with you ?
Is there any ladders on the property, maybe the customer has tried to clean their own windows and broken the tile.
Is there anyway you could have broken it without knowing ?
The thing is if you have broke it then it would be better to find out how as not to make the same mistake again.
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For future reference it would be sensible to have some sort of disclaimer.
Perhaps give them a written quotation with something like this printed on it:
Please note, where it is impossible to access any window other than by walking on a tiled roof we cannot accept responsibilty in the event of damaged or broken tiles. If this is not acceptable to you please advise us and we will omit any such windows from our service.
Make sure you point this out on any new jobs where you will need to walk on a roof.
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Caleb, I'm not being funny but how do you know it wasn't you?
We didn't walk on the roof tiles where the break happened mate
Then you don't take responsibility do you? You just say "We didn't walk on the roof tiles where the break happened mate."
Just repeat that at every stage of the process.
Some people make life so complicated. ::)roll
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All sorted. Rang the bloke up, stood my ground and he's taken it.
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I once spent a night on the tiles.
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We always have a few different tiles in the van. Normally its a 5 min job to replace
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Caleb, I'm not being funny but how do you know it wasn't you?
We didn't walk on the roof tiles where the break happened mate
Then you don't take responsibility do you? You just say "We didn't walk on the roof tiles where the break happened mate."
Just repeat that at every stage of the process.
Some people make life so complicated. ::)roll
+1
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Caleb, I'm not being funny but how do you know it wasn't you?
We didn't walk on the roof tiles where the break happened mate
Then you don't take responsibility do you? You just say "We didn't walk on the roof tiles where the break happened mate."
Just repeat that at every stage of the process.
Some people make life so complicated. ::)roll
+1
+2
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Let's all jump on the bandwagon
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Bla bla bla
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It's not jumping on a bandwagon at all.
What's so wrong with agreeing with what's posted?
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Good on you mate, if it wasn't you and it was only a one off then it's not your responsibility. If it was a regular and you value the custom for the sake of a few pence it may have been worth just fixing it.
Sounds like he didn't want the windows cleaning in the first place and just trying it on.
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Why didn't you just say in the first post you never walked on the tiles? ???
+5
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+6