[johnwillan]

A very frustrating dilema, no matter what you say you'll no doubt been seen as accountable, so unless your willing to pay to keep them onboard I suggest you state your case and walk away.

I always say "I'm sorry to hear you've discovered scratches on your window/s however, I can assure you that it is impossible for the brush to cause such damage and we are in no way liable for them".

Hope this helps

[slap bash]

Give the w****r a pole and tell him you will pay for the two window if he can scratch to more.

[slap bash]

How will this gentleman prove the scratches were not there before you did a clean. Or that you even scratched it.