[jo5hm4n]

So for the first time in 6 years today a customer has phoned me and has says he has noticed a large scratch on the outside kitchen window.  We cleaned the windows on 25th March, and he noticed the scratch today.

Now these windows are fairly old, not new and he is a customer we have cleaned for 3 years.  Too be honest i've never liked the guy, he is always rude and speaks down to you.  He has sent over a photo and there is several scratches most of them 6-8 inches long

All i want to do is protect myself legally.  There is no way we could of caused a set of scratches 6-8 inches long with the WFP Gardiner Brushes.  I am not admitting liability, and i am not paying for a new window or going through my insurance company.

I have spoken to Gardiners and they have told me its near impossible to scratch a window with WFP even with grit at the end of the bristles, if there is any long parallel scratches this would disprove it being done by WFP due to grit moving away from the bristles as you move the brush over the glass.  They also said its really difficult for the client to prove it was caused by us.  He would first have to prove that the scratches were not present before we turned up to clean the windows on 25th March, and even then he would have to prove that we are using equipment that caused the scratch which they said is even more difficult to prove as we use specifically designed brushes made for window cleaning that do not scratch glass.  This is part of what gardiners told me to send in an email to my client.  Only including a snippet.

"First of all I would like to assure you that the methods we use and have used on your property, along with the specialist brushes selected for your windows, are chosen so that it is not possible to scratch glass of any sort, whether new glass or skylights.

The brushes are made by a specialist company who have been supplying them to the WFP window cleaning industry for over a decade now and are made using PBT polyester bristles and nylon stocks. Both materials are not hard enough to scratch glass in use. They are also designed not to hold on to grit or stones in cleaning."


So guys, what i want to know is how have any of you personally approached this if you have been accused of scratching glass on a domestic monthly clean for a long standing customer.

All i care is about is not being sued or having a claim against me that i lose.  Not interested in anything else, customer is already dumped as far as i am concerned.

How can i approach this via email in a way that sort of adds to my legal defence.  I am not going to the customers property.  Its a 45 minute drive and as far as i am concerned there is no way it could of been caused by us so i am not wasting any of my time and money.  I want to send an email to the customer, and its up to him what he does after that if he wants to sue me.

Can anybody advise what to say exactly or share a template of what you have sent to customers?

You can email me @ info@quantumshine.co.uk

Really appreciate any advice from those who have been accused of scratching glass.

First time for me 

[easy clean]

Have you changed your brush head on your goose neck?

[dazmond]

i was accused once(2 scratches on upper windows)....i told him "heres my brush,just try and see if you can scratch 2 panes of glass with it"

....he declined....and i still clean his windows to this day....

he d had some new windows fitted a few months before and figured out that it must of been one of the installers.....

[Smudger]

If you want my honest opinion - here it is.....

why would the customer 'make it up' - you cleaned it 3 days ago - and they noticed it today thats a reasonable time to report back to you
as you said you don't like the guy so your already very defensive - yet you have cleaned there for 3 years

Yes you can scratch glass with water fed pole - I've done it once and one of our guys have done it - both occasions where bird strike was on the glass - mine I just heard something go along the glass the other was an upper window and he used the corner of the stock

a lot depends of the position of the glass - upper window then its unlikely to be anything else than the window cleaner - downstairs on a window thats direct onto the public footpath then could be anyone

you need to weigh up these things and also generally the customer - yes by the letter he can't prove you did it and likewise you can't prove it - judgement may come down to probability - so yes refuse flat out - that will lead to bad feeling esp. if the customer is genuine - at best you'll lose them and in every eventuallity get them posting on Facebook etc..

or you take the bigger approach and accept the possibility send round a glazier get a new window fitted for £50 - their happy - you praised for great service and keep the customer

did you clean it or was it a staff member ??

Darran

[KS Cleaning]

Looking at the scratches, I don’t think they are consistent with water fed pole use....unless you have a hammer thrower or Stevie Wonder on the end of the pole!

[Shrek]

I was accused in January, been cleaning the windows a while and she said her niece came round at Christmas and noticed them and now she notices them all the time and they weren’t there before! 
I told her that I buy specially made brushes for window cleaning so it’s not possible 
I also said il take her off my round and she can find someone else as I don’t want to be accused again. She said there isn’t anyone else so she doesn’t want me to dump her.
So I carry on 👍

[Smudger]

"First of all I would like to assure you that the methods we use and have used on your property, along with the specialist brushes selected for your windows, are chosen so that it is not possible to scratch glass of any sort, whether new glass or skylights.

The brushes are made by a specialist company who have been supplying them to the WFP window cleaning industry for over a decade now and are made using PBT polyester bristles and nylon stocks. Both materials are not hard enough to scratch glass in use. They are also designed not to hold on to grit or stones in cleaning."

just to give you a reply from the other side - its stated that its not possible to scratch glass - this is assuming that the equipment is in good condition and used in the correct way - please supply photo's of the equipment you use and the training documents and certificates to prove you know how to use the equipment

can you show your equipment was in tip top condition - the bristles are held in with staples and when the stock wears they become visable - do you have a training matrix ? have you and staff been signed off to prove you use the equipment correctly

IM NOT SAYING YOU NOT - but there are counter arguments that can be brought to bear and Gardiners would clarify that you couldn't scratch the glass if used correctly and in good condition

Darran

[nathankaye]

You may recall last year or year b4,  i posted very similar, that a chap had claimed that i had scratched a pane of glass. This led ne to do a video on my channel as well, where i rubbed my brush along a gravel patch in the car park and proceed to clean carelessly some glass.

The chap supposedly went to the window cleaning federation who also kinda agreed that it may be possible for wfp to do so. I say supposedly as it doesnt add up what they supposedly said. But if you do a search for it, im surd the thread will come up.
I went to my insurance company for advice and basically theybsaid if the customer is adament then its hard to disprove and basically they dont fight it and pay out. So that was a waste of time.
Basically i said it was highly unlikely and i will do all in my power to fight against him in such a claim and I havent heard anything since.

Looking at the photo youve posted, the scratch seems to be curved compared to up n down or side to side. So its also to me, unlikely and include in your response gardiners reply as well. Especially if you are 100 per cent sure it was not caused by you. If it was that easy then we would all have scratch glass claims against us. But then if you have staff who use the plastic of the brush to clean bird poop off, then your screwed 😂😂

[Stoots]

Delete and block number. Remove from round.

Job done

[AuRavelling79]

Basically if you think you didn't do it and you don't want to keep the customer then use the Gardiner paragraphs and a paragraph such as...

We do not believe we have caused this scratch due to the high quality tools and standards we use.

However we have found that sometimes scratches have been caused by other work done nearby or general house or garden maintenance and then not noticed for many months or even longer until a bright day when the sun strikes it from a certain angle. Because imperfections may be imperceptible in dull conditions and the window is often dirty due to weather this might go unnoticed until a sunny day after the windows have been cleaned.

[Dave Willis]

Go round and have a look, could be grease or even on the inside.

[easy clean]

This happend to me, one of my staff took it upon himself to buy a new Gardiners brush but when he screwed it onto the quick lok goose neck he screwed the Phillips screws too far through and the tips very slightly penetrated through the plastic block of the brush where the bristles start, could just feel it with fingers, the damage was exactly the same as your images

[Soupy]

Ah, Spring. Low sun, customers see scratches that have been there for years and blame the shiner.

What fun.

Good luck.

[jo5hm4n]

Have you changed your brush head on your goose neck?

Yes about 10 days ago, not had any problems at all with it so far though on either poles that we changed the brush heads on.

[easy clean]

That’s your problem there mate 99%. Bet the tips of screws have done it, seems a bit coincidental. You probably pushed harder on the glass in that area and caused the damage! Like someone suggested get a glazier to sort it for about £50 and forget about it.

[jo5hm4n]

If you want my honest opinion - here it is.....

why would the customer 'make it up' - you cleaned it 3 days ago - and they noticed it today thats a reasonable time to report back to you
as you said you don't like the guy so your already very defensive - yet you have cleaned there for 3 years

Yes you can scratch glass with water fed pole - I've done it once and one of our guys have done it - both occasions where bird strike was on the glass - mine I just heard something go along the glass the other was an upper window and he used the corner of the stock

a lot depends of the position of the glass - upper window then its unlikely to be anything else than the window cleaner - downstairs on a window thats direct onto the public footpath then could be anyone

you need to weigh up these things and also generally the customer - yes by the letter he can't prove you did it and likewise you can't prove it - judgement may come down to probability - so yes refuse flat out - that will lead to bad feeling esp. if the customer is genuine - at best you'll lose them and in every eventuallity get them posting on Facebook etc..

or you take the bigger approach and accept the possibility send round a glazier get a new window fitted for £50 - their happy - you praised for great service and keep the customer

did you clean it or was it a staff member ??

Darran

The window in question was a downstairs kitchen window.  It was a member of staff, who i've spoken to today, he said it was cleaned as normal, no plastic scrapers used/bronze wool, nothing out of the ordinary.  As it's a downstairs window surely that makes it even harder to scratch without realising it if nothing else, because you are not at an awkward angle etc..

Once again, i do not like the customer, never have done he just always talks down to you.  Nearly every time you go there he accuses us of missing the side window, even though not once in 3 years have we ever missed it.....

I am more than happy to dump him as a customer have been thinking that for some time in any case.  Worst case i get a bad review on facebook or somehow he wins a claim against me, but i can't see that happening based on what everybody has said on here.  It would be too difficult for him to prove it.  At the end of the day he is a Bi Monthly customer at £11.  If i pay out myself minimum £50 for the replacement window that will take me a minimum of a year to earn that back off the customer if i cleaned myself and not staff.  All for taking the moral ground and replacing just because he is a customer and nobody can prove otherwise who actually caused the scratches.

Bottom line is, unless he can prove we did it, i am not admitting liability.  Just like Nathan has said on here already, i have also tried to personally scratch glass in the past intentionally just to see if it could be done, and even then going at a window like a mad hatter with a brush caked in grit i still could not scratch it at all.

If you can scratch glass so easily cleaning bird mess off, then why aren't all us window cleaners constantly scratching glass each day with the amount of windows we clean?

[jo5hm4n]

That’s your problem there mate 99%. Bet the tips of screws have done it, seems a bit coincidental. You probably pushed harder on the glass in that area and caused the damage! Like someone suggested get a glazier to sort it for about £50 and forget about it.

Just had a look now at the pole and brush in question, the screws are not coming through at all, ive looked up close and felt with my fingers.  I just can't see that being the issue.  We have cleaned well over 100 properties with this new brush and i've personally cleaned all day with it today and looked at dry windows from the sun, no scratches anywhere to be seen.

[jo5hm4n]

Delete and block number. Remove from round.

Job done

Im tempted to send him an email and block his phone number just to avoid any angry calls i may get off him! 

[jo5hm4n]

Basically if you think you didn't do it and you don't want to keep the customer then use the Gardiner paragraphs and a paragraph such as...

We do not believe we have caused this scratch due to the high quality tools and standards we use.

However we have found that sometimes scratches have been caused by other work done nearby or general house or garden maintenance and then not noticed for many months or even longer until a bright day when the sun strikes it from a certain angle. Because imperfections may be imperceptible in dull conditions and the window is often dirty due to weather this might go unnoticed until a sunny day after the windows have been cleaned.

This is perfect, just what i was looking for.  Will put all this into an email tomorrow and send it off.  Thankyou. 

[jo5hm4n]

Go round and have a look, could be grease or even on the inside.

Not driving 45 minutes just to take a look.  Would rather replace for £50 than waste 90 minute round trip plus time wasted inspecting, just to realise that like on the photo it probably is a scratch and still can't be proved one way or another who actually caused it 

[jonboywalton75]

Wasn't one of my old custies was it Josh?

[AuRavelling79]

A double glazed unit replaced will cost rather more than £50. Probably the wrong side of £150 by someone who does it for a living even if it's not toughened glass.

[jo5hm4n]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

[jo5hm4n]

A double glazed unit replaced will cost rather more than £50. Probably the wrong side of £150 by someone who does it for a living even if it's not toughened glass.

Can you give me any advice on how to sign off my email you have a great way of wording things.  I have copy and pasted the Gardiner paragraphs stating that it is not possible to scratch the glass with their brushes, and i've also copied what you said stating we do not believe we are the cause of the scratches.  Not sure how to end the email.  Still want to try and come off as a professional, but at the same time, having a firm point of - well we don't believe it's our fault, your move what are you going to do now?

Never been in this situation before, want to maintain a professional reply via email in the best possible way.

[Smudger]

A double glazed unit replaced will cost rather more than £50. Probably the wrong side of £150 by someone who does it for a living even if it's not toughened glass.

Double glazed units are really cheap - its only the glass not frame and fitting - takes less than 5 mins for them to pop the seal drop out the glass stick the new unit in

Anywho, tackle the problem as you see best mate ( even tho no one here is a legal expert so take which advice suits you )

I'm not knocking you or even claiming you did it ( or rather the staff member ) merely giving an alternative view

Darran

[AuRavelling79]

Therefore, in view of the above, I/my operative/employee did not cause the scratches to your glass.

Yours sincerely,

[Kev Martin]

I have never cleaned a window in my life using a WFP.  So unable to comment on the cause of the scratching.  I do however, have a lot of experience with customers,  who sometimes try it on, then,  then there are those who are genuine.

Firstly, I think you are taking this too personally and you are allowing yourself to be wound up by the customer because of his general demeanour and attitude!  Would you be the same if the customer was a gorgeous girl living on her own and was always pleasant?  My resolution would be, as follows,  be pleasant, tell him you will get it sorted, whether it’s £50 or £150! just write it off, claim it as a tax deductible expense on you books and forget it. 
If you pursue the matter and he wins, which I can tell you he almost certainly will because your insurance would pay out rather than start an expensive legal fight over what is a paltry sum.  Then, should you lose,  you need to consider if you have an excess on your policy to pay (if so how much) then probably a rise in Premium next year.  In my opinion just not worth the agro over the sums involved.  But ultimately your decision.

Kev

[jonboywalton75]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

[jo5hm4n]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Hi Jon, yes you have got it spot on it is the chap who lives close to the main road.  He's never been chatty with me ever, he always kind of talks down to me, and all hes ever done is say when you used to clean he thought you would skip window on purpose!  He has said this to me about a dozen times.

Basically it's time he got dropped so perfect timing i think?  Will send him over his email shortly!

I like your approach with the asian lady

 

[dazmond]

in that case then.....a threat of extreme violence should be enough.....

by the way the scratches in the pic dont look like they could be caused by WFP....

[jo5hm4n]

in that case then.....a threat of extreme violence should be enough.....

by the way the scratches in the pic dont look like they could be caused by WFP....

Cheers Daz, thats what i was thining too! 

[jonboywalton75]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Hi Jon, yes you have got it spot on it is the chap who lives close to the main road.  He's never been chatty with me ever, he always kind of talks down to me, and all hes ever done is say when you used to clean he thought you would skip window on purpose!  He has said this to me about a dozen times.

Basically it's time he got dropped so perfect timing i think?  Will send him over his email shortly!

I like your approach with the asian lady

 

Yes Josh, just deny it and forget him.
I remember that the only time he spoke to me was to brag about his prowess in the aviary photographic field.
He was a real bundle of laughs.
Grumpy as well.
You seem to be doing well businesswise, so it's not all bad eh!!!
 Oh and he used to accuse me of missing his side window as well😜

[jonboywalton75]

in that case then.....a threat of extreme violence should be enough.....

And here's me thinking you were professional Daz😱

[davids3511]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Are you sure you don't remember that scratch being there the first day you cleaned them yourself?

[G Griffin]

Wasn't one of my old custies was it Josh?

There's the culprit, there ^^^.

[jonboywalton75]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Are you sure you don't remember that scratch being there the first day you cleaned them yourself?

Come to think of it😉😉😉😉

[jonboywalton75]

Wasn't one of my old custies was it Josh?

There's the culprit, there ^^^.

Alright i own up
It was me😩😩

[jonboywalton75]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Are you sure you don't remember that scratch being there the first day you cleaned them yourself?

That reminds me Dave, we'll have to get together for a nice breakfast in Lymm again soon eh!!!! 🌮🍔🌮🍔🌮

[John Mart]

A double glazed unit replaced will cost rather more than £50. Probably the wrong side of £150 by someone who does it for a living even if it's not toughened glass.

£210 for a small one recently.

[Soupy]

Wasn't one of my old custies was it Josh?

There's the culprit, there ^^^.

 

[Splash & dash]

A double glazed unit replaced will cost rather more than £50. Probably the wrong side of £150 by someone who does it for a living even if it's not toughened glass.

It won’t cost that for a kitchen window unless it’s huge £50-60 tops a large patio door glass replacement will be £150

[AuRavelling79]

"It won’t cost that for a kitchen window unless it’s huge £50-60 tops a large patio door glass replacement will be £150"

A double glazed unit replaced will cost rather more than £50. Probably the wrong side of £150 by someone who does it for a living even if it's not toughened glass.

£210 for a small one recently.

There you go.

[Nick Day]

It looks like the wing of a pigeon that has been dusting itself. Tell him about your suspicions and you are handing it to your insurance company. I actually had this happen to me (a pigeon causing this damage to my house window).

[jo5hm4n]

UPDATE - I have now heard back from my customer.

So this is what i emailed to the customer.
"Dear Mr ****,

Many thanks for communicating with me, I am sure that you must be concerned about this matter on your property.  Also thankyou for sending over the photo following on from our telephone conversation earlier on 28th March.

First of all I would like to assure you that the methods we use and have used on your property since 2016, along with the specialist brushes selected for your windows, are chosen so that it is not possible to scratch glass of any sort, whether new glass or skylights.

The brushes are made by a specialist company who have been supplying them to the WFP window cleaning industry for over a decade now and are made using PBT polyester bristles and nylon stocks. Both materials are not hard enough to scratch glass in use. They are also designed not to hold on to grit or stones in cleaning.

We do not believe we have caused this scratch due to the high quality tools and standards we use.

However we have found that sometimes scratches have been caused by other work done nearby or general house or garden maintenance and then not noticed for many months or even longer until a bright day when the sun strikes it from a certain angle.  Because imperfections may be imperceptible in dull conditions and the window is often dirty due to weather this might go unnoticed until a sunny day after the windows have been cleaned.

Therefore, in view of the above my operative did not cause the scratches to your glass.

Yours Sincerely
Josh"


He Then replied to me 5 days later with the following!

"Good morning Joshua

Good news I have been able to remove the marks on my kitchen window. As it was marked or bruised rather than scratched, I was able to use  a mild abrasive polish which did the trick.

Best wishes  ****"

Right, so come on then lads.  All you lot who told me to just be professional and hand over insurance details and accept liability.  Then the rest of you who told me to go inspect in person.  90 Minute drive round trip + fuel.

Looks like i made the right choice.  However, how should i proceed now?  Kindly tell him to jog on, for accusing me of scratching the glass, and then not even apologising after realising it was marks that would come off?  Or should i just carry on as normal and keep cleaning the windows?  What would you lot do.

[G Griffin]

Bruised?! 
Glad it's sorted, Joshua; now go round and his bruise his shins.
I think I'd carry on cleaning if he's usually alright.

[davids3511]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Are you sure you don't remember that scratch being there the first day you cleaned them yourself?

That reminds me Dave, we'll have to get together for a nice breakfast in Lymm again soon eh!!!! 🌮🍔🌮🍔🌮

Sorry, didn't see this till now. Yes, I hear Sextons calling us. Let me know when you're in the area and we'll meet up.

[RPCCS]

Some good advice there, realistically it would cost him more to persue a claim against you and take longer than it would to just call a local glass co and replace the window if it bothers him. Ypu don't like him, he probably doesn't like you. Maybe this is his way of trying to sack you? Without actually saying don't come back, trying to make it unpleasant so you quit.

[jonboywalton75]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Are you sure you don't remember that scratch being there the first day you cleaned them yourself?

That reminds me Dave, we'll have to get together for a nice breakfast in Lymm again soon eh!!!! 🌮🍔🌮🍔🌮

Sorry, didn't see this till now. Yes, I hear Sextons calling us. Let me know when you're in the area and we'll meet up.

Don't want to hijack Josh's thread, especially as it was one of my old customers 😁😁😁, but I'll be around there in a couple of weeks if you're up for pigging out.
If youre on the same mobile number I'll text you soon
Cheers Dave

[jonboywalton75]

Some good advice there, realistically it would cost him more to persue a claim against you and take longer than it would to just call a local glass co and replace the window if it bothers him. Ypu don't like him, he probably doesn't like you. Maybe this is his way of trying to sack you? Without actually saying don't come back, trying to make it unpleasant so you quit.

Knowing him it's just because he's a bit of a grump.
He always used to pay, I'd say give him one more shot.
He won't try anything again i don't think😱

[RPCCS]

The marks dont look like wfp scratxhes. Squeegee possibly. I wondwr if a bird left a deposit for him and he tried to clean it off with scraper or something, caused the scratch himself and trying to blame you.

[Simon Trapani]

Dump

[jonboywalton75]

Dump

Heartless and cruel 😁😁😁

[Michael Peterson]

Dump 100percent he’s already gone , something will happen you will never feel the same Cleaning it

[Smudger]

UPDATE - I have now heard back from my customer.

Right, so come on then lads.  All you lot who told me to just be professional and hand over insurance details and accept liability.  Then the rest of you who told me to go inspect in person.  90 Minute drive round trip + fuel.

Looks like i made the right choice.  However, how should i proceed now?  Kindly tell him to jog on, for accusing me of scratching the glass, and then not even apologising after realising it was marks that would come off?  Or should i just carry on as normal and keep cleaning the windows?  What would you lot do.

Well, depends on what 'Bruised' means - had you gone and looked you would know - but hey thats unto you and your customer service level - I'd say it was a good result all round and that it probably the nearest to an apology as you would get - so carry on cleaning - however inspect the window in question first just to be sure its scratch free

Darran

[Smudger]

Just one people to think about - we did a full S/F/G clean and clear - all windows and full conservatory clean - customer not present and unusally paid in full, in advance

2 hours after the clean was finished and the lads had moved on we got an irate phone call that we had broken a window - followed by an email with photo attached showing said broken window...

we were happy to point out to the customer that the glass was broken and sent him photo's (time stamped) of it before we started cleaning and a tracker report showing the vans arrival ( 2 minutes before the photo was taken ) - thats the last we heard from him 

I know its not practical from regular window clean customers - but well worth it for 1off stand alone jobbies

Darran

[jo5hm4n]

Just one people to think about - we did a full S/F/G clean and clear - all windows and full conservatory clean - customer not present and unusally paid in full, in advance

2 hours after the clean was finished and the lads had moved on we got an irate phone call that we had broken a window - followed by an email with photo attached showing said broken window...

we were happy to point out to the customer that the glass was broken and sent him photo's (time stamped) of it before we started cleaning and a tracker report showing the vans arrival ( 2 minutes before the photo was taken ) - thats the last we heard from him 

I know its not practical from regular window clean customers - but well worth it for 1off stand alone jobbies

Darran

You really covered your back on that one.  I like how you did that.  Always take photos of damage before you start a job, i must remember that and to make sure staff do the same!  both my vans are fitted with trackers now aswell so that's a good start.

[davids3511]

Wasn't one of my old custies was it Josh?

Haha, was waiting for you to pipe up.  Funnily enough as it goes it was!  Of all the customers and the windows ive done in the last 6 years this is the first time being accused of scratching glass though.  You had any experiences with this Jon?

I bet i can guess who it was as well
Guy bout 70 lives in a cul de sac off the main road in N...... Hall???

Bit of a grump

I have had an experience of this with an Asian lady,
I just denied it and she dropped the accusation.
She just didn't like me, ( not everyone does😱)
some people just try it on

if ive guessed right i dont think he's got many friends in the village and Facebook shouldn't be a problem, hopefully anyway.
hope you go on ok

Are you sure you don't remember that scratch being there the first day you cleaned them yourself?

That reminds me Dave, we'll have to get together for a nice breakfast in Lymm again soon eh!!!! 🌮🍔🌮🍔🌮

Sorry, didn't see this till now. Yes, I hear Sextons calling us. Let me know when you're in the area and we'll meet up.

Don't want to hijack Josh's thread, especially as it was one of my old customers 😁😁😁, but I'll be around there in a couple of weeks if you're up for pigging out.
If youre on the same mobile number I'll text you soon
Cheers Dave

Yes, still on old number.