Dear Mrs A****,
31st October 2011
RE: CANCELATION OF SERVICE
We are writing to inform you that; we have cancelled our services to you with immediate effect; we do not appreciate being verbally abused down the telephone.
When we called to remind you of the overdue payment, we did so because we expect our customers to pay within 5 days, which was made clear to you when you took up the service from us.
We called you on two occasions, the 21st October to remind you of the due payment approaching, to which you responded that you had been unwell, and you would make the payment over the weekend via BACS transfer.
The second reminder by telephone was made to you on the 26th October due to that fact the payment was not made, and remains outstanding. You were very aggravated that we had called you a second time, mentioned that you had guests round and could it wait?
Due to the fact that we had already called the 1st time with regards to the overdue amount we explained that it couldn’t wait and that if we didn’t get the payment soon, we would cease our services to you. On reply we were told to ‘sod off’ and cancel the service, and you hung up.
As per our terms & conditions,
http://www.stockclean.co.uk/page13a.html we have the right to charge for a one-off clean, if the customer agrees to a regular service, and cancels after the 1st clean with no complaints or issues with the quality of work provided.
We would normally use our discretion when enforcing this condition, as normally we would only enforce this on regular cleans where the job requires much time on the 1st clean, or if the clean is of a particularly high value.
Since you were verbally abusive to us on the telephone however I have decided to use my discretion and charge you 2.5 times the regular clean price for your rude cancellation and failure to respect our payment terms. When we carried out the window clean at your premises we spent considerable time cleaning the windows, preparing them for the regular monthly service you requested.
Please take this as your final notice:
You have 5 days from the date of this letter to make full payment of £25.00 for the window clean carried out on the 17th Oct 2011.
Failing this we will make a claim against you via the HM Courts & Tribunals Service for the following:
£25.00 for the overdue monies.
£37.50 for the remaining one off clean balance.
£25.00 for the cost of going through HM Courts
Total £87.50
Please note that the above balance may also be subject to a weekly £2 charge for covering our costs in administration.
Kind Regards
Marc Stock