[jon777]

Had a lady phone me today who we cleaned for exactly one year ago.
I remembered her straight away because we had problems with her at the time.
She was hard work from the beginning moaning that she used to pay her old cleaner £40 for the day and that our charge of £240 for Lounge, Diner , HSL was very expensive.

 I explained that our costs were not set by what others charge and that we offer an excellent service. We had spared no expense with our equipment and training( truckmounts) and she was welcome to think about the quote if she wanted.
I stressed at the time as I always do that although our service was the excellent we still could'nt transform old carpets to show room condition and wear and age had to be taken into account.

The Carpets were cleaned and to an excellent standard considering the age and condition!

Although she was informed removal of all stains was not guarenteed she called back the next day to say that some old cat stains hadnt come out! Also she was'nt sure the dining room had been done as she had not witnessed it! (I dont mind call backs but alarm bells were ringing with this lady - you know when intuition tells you at the quoting stage to walk away! Oh why did'nt I?)

I apoligised anyway and went to reclean the dining room and treat the permanant stains again.Was very polite at all stages and told her I did'nt mind recleaning I want her to be sure she received good value and would use us again.  There was no call again and matter closed- so I thought.

She phoned today ranting and raving at the state of her carpet (one year later).?
I explained they should be cleaned once a year but she was having none of it. Apparentley the price I charged was extortion! The carpet she has never been happy with! Her builder friend said she should have had scotch guard for that price and that I probably filled her carpet with a sticky shampoo! (there was never any talk of scotch guard, and where does the builder come into it)?
It ended with her ranting and me not getting a word in edgeways. I explained that I was not prepared to refund at this stage and would not be returning to do any cleaning payed or unpayed.(I would be at risk wouldnt I, she could claim anything if I'd just done the cleaning again)

The saga continues she says she will take further action???  Was there anything else I could have done, I'm more than fair and would have refunded her at the time but now??

Your guys thoughts would be welcome 

[vangaurd]

charge was a bit steep! but forget it and move on m8

[Mike Halliday]

forget about her and move on, a year is to late  to start complaining, any civil court would just throw this out.

Mike

[Aquakleen Restoration Services]

The price is higher than I would have charged but if she was happy with it then whats her problem? Ive had some dodgy customers in the past myself and it's part of this business Im afraid. Just make sure they are happy after you leave and that should be the end of it! Any problems after the clean rectify them if possible. She just sounds like a head banger to me!

[maxcarpets]

She could probably have brought new carpets for that price, but she did'nt. One year on, forget it. 

[Charlie Payne]

your pricing structure is complelely up to you, no one has the right to tell you what you should charge, if people moan about the price then they can look else wear, and next time listern to the alarm bells and out price and walk away, no matter what you do you can please every one.

[AquaMagic]

I wonder, did you overcharge it in the hope of not getting the work?

Dene

[jeff1966]

It dosn't matter what business your in ,your never going to please everyone!when ever I get one,I explain to them that this a wand not magic wand!
 I do think the builder made a fair comment,you should have stainguarded the carpet's at that price.

[Cleaning Resource]

What you mean you don`t offer a guarantee that the carpets will stay clean forever once cleaned : : :

 Cant get the service nowadays

[HQCS (John Kastrian)]

Her main complaint is stains that have not come out or reappeared.
You explained at the time that there is no guarantee that all stains can be removed,so no problem there.
If stains have reappeared after 12 months I doubt any court in the land would uphold such a complaint.
Yes,your price seems on the high side, we would never be able to charge that down here,but as already said your pricing is entirely up to you and she did accept the quote,so again there could be no comebacks especially after all this time.
No amount of stain guarding would have made any difference,she refers to old resident stains not new ones.
What does Bob the builder know about carpet cleaning?
Probably as much as you know about bricklaying.
Tell her to go away.
John

[Robert Watson]

Had one once. She booked me to clean her suite.
The following day, she was ranting that her carpet didnt look any different.
To be fair, she was an old lady and it was really a shame. So I sent a mate round to do her carpet,
I wasn't getting any more involved.

[Charlie Payne]

Why don't you pay for the annoying customer to go on a carpet cleaning course followed by a spot & stain removal, you'll have the client for life & she'll be eating out of your hand! "go on you can afford it"

[dave401uk]

What you charge per job/sq mtr is of course up to you,and i think your price was fair,however you just cant account for what people expect,
i think you handled this one correctly,any way no matter what you offered her,she wasn't going to be happy, sometimes its the only option, just make the right sounds and walk away!


Dave

[Dave_Lee]

I dont think she will get anywhere with her complaint, however, how long did it take you? If half a day, your charge is fair,  if only an hour or two ??
Dave.

[stains-away]

The price the customer paid is not the issue here, and was agreed between contractor and customer prior to work commencing.

If the customer isn't happy with the service received they should be expected to contact the contractor within a reasonable period of time (a few days) and not leave it a year, the initial complaint over the dining area was dealt with in an acceptable and fair manner, as for the customer expecting someone to even consider a complaint they made a year after the fact is sheer stupidity on their part and any attempt at legal action would be dismissed.

[Phil Marlor]

There is nothing she can do one year later.

Bloody hell your prices are high though!

Phil

[Liahona]

How is £240 expensive for the work that was carried out?  Best, Dave.

[Phil Marlor]

Well, unless it was a big house £240 for HSL & Lounge/Diner seems a little on the high side.

Not having a go, just an opinion.

Phil

[David_Annable]

Hi

I dont really understand why anyone would pay £40 then £240.

In my experience when people use a cheap cleaner, they will allways want a cheap cleaner.

Dave

[Derek]

Andy H has hit the nail on the head...price isn't the issue.

A price was given and accepted therefore a contract was agreed....if the lady thought it expensive then she should have used her perogative and gone elsewhere.

The intial complain was dealt with in the correct manner and twelve months later is a bit unreasonable for her to complain.  The builder's comments are irrelevant