[John Gregory]

Last job of the day today HSL 100% wool berber carpet , doing the pre vac caught a yarn of wool at the bathroom door that the customer had re tile ed , no plate re fitted its made a hole of about a inch square she is demanding I replace the carpet . I've offered to get a carpet fitter to kick it up and fit a plate , but she is not having it, Where do I stand .

Thanks John

[Chris34]

If it can be repaired then surely she would have to accept that.  If you was to scratch someone's car you wouldn't be expected to buy them a new car would you? so surely if it can be repaired then either she accepts your offer or she can try and take you to court which I would expect then she would be told it's not worth her while.

[Ian Rochester]

It's not a nightmare, it's an accident that you've caused and need to address.

Contact your insurers, I'm assuming you are insured, and they will assess it and deal with it.  Take photos of it as it is now and tell her it's going through your insurance.

That's what we have insurance for.

[Neil Williams]

Well it sounds like she will be equally to blame because the edging hadn't been finished/protected properly after the tiling job. If in your view anyone with a vacuum cleaner could have had this happen to them then you are just being made the fall guy, for something that was going to happen anyway at some point in the future.
Negotiate with the customer for a repair to be done. If she refuses then tell her to take you to court.

[Shaun_Ashmore]

As a professional you are supposed to notice these things so you may be to blame but if a repair can be done then legally you are in your right to do this providing that the repair returns the carpet to like it was before.

Be brave and get a GOOD professional fitter who has a bit of time to do it in January and hopefully you can shake hands and go on your way.

Shaun

[Les]

A couple of years ago I had a similar situation where I 'Accidentaly' caught a wall whilst carrying my gear upstairs.
It was an old cottage and the plaster was very fragile. It made a mark about the size of a 50p piece.

I did an immediate repair, knocked money off the bill and cleaned an extra room for free 

The lady was at work but her 20 something year old son said it would be fine as they had some paint in the right colour.

2 days later I discover an email from the lady.. demanding I pay to have the entire Hall Stairs & landing redecorated or she would take legal action. Nice Lady I thought 

I rang my Public Liability Insurers who were brillant. They said I should have no further contact with her as they would deal with the whole thing for me..
As for decorating the whole area, they said she could p*#s off as they wouldn't have paid for it if it was her own insurance so no way would they be doing so on mine. 

The funny thing was that about a week later she emailed me again to thank me for my prompt attention. 

I've been waiting patiently for her to call me again to do some more work. I want the pleasure of telling her to S#d off !!

She's the only one like that I've had in nearly 8 years so I just put it down to experience....and keep up the payments on my Liabilty Insurance 
Les

[Dave_Lee]

John,
Sorry to hear of your problem. Insurance wise, you are probably responsible for the first £500 (Excess) However if was to be deemed you were at fault, you are only required in law to rectify the events back to how it was before the incident occured. In other words, NOT a new carpet - only the value of what it was worth immediatly before the incident occured, i. e. probably not very much. If she persists, think about making her an offer - a fitted door plate, or £50, take it or leave it. You could discuss your offer with the local trading standards to see if its reasonable enough.
Best of luck.
Dave.

[*paul_moss]

John how did you get on in the end ?
and is Dave sorting you out for next year?

[John Gregory]

Hi all , I know Im dragging a post up  from a couple of weeks ago but it still has not been resolved , after taking advice off you chaps I got a carpet fitter to call and fit a plate over the hole I had allegedly made, customer still not happy. Customer has had quote to replace carpet £200 , not a problem I said , theres £120 towards it ( the job was worth £80) which I gave her back straight away, This women is a witch she is now talking about compensation for the inconvenience

John

[John Gregory]

ps forgot to mention she refused to take money off me , she is now saying she is going to take legal advice

John

[BDCS]

Hello, talk to trading standards - They'll advise you. I had a similar issue but not on a carpet but they told me to refund the money by cheque (recorded) and document the reson for the refund in a letter sent by registered post. When you state that you have spoken to trading standards the customers usually back off. Trading standards are there to protect us as well as the customers interests

[richie]

Hi John,
I had a simlar thing a few years ago.  I spoke to my insurance company for advice.  They informed me that as long as the carpet could be repaired or a door plate fitted so that the pull was not in view and that the door plate did not look out of place the customer had to accept the job as a satisfacrtory repair and that it was it was prior to pre damage and or better.  Try calling your insurer just for advice rather than getting them directly involved straight away.

Richie.

[murky]

John,

Where abouts are you, you dont say on your details..I did a retuft for a carpet fitter the other day, he caught the edge of the carpet whilst drilling to fit a door bar and pulled about 6" of carpet in.

Customer said it happens and was more than happy to let me repair it.

Murky

[Joe H]

and whereabouts are you Murky, you dont say in your details.
Might need someone with those skills one day - would be nice to know who to contact within distance.

[*paul_moss]

Joe, you can call me now 

[Joe H]

Yes, I had made a mental note (and the wife says I am very mental!)
Sounds like you all had a good time Paul.

My previous post was trying to get others tell us where they are.
Do they have somehing to hide or what, in not putting detail up.

[JS2]

Hi all , I know Im dragging a post up from a couple of weeks ago but it still has not been resolved , after taking advice off you chaps I got a carpet fitter to call and fit a plate over the hole I had allegedly made, customer still not happy. Customer has had quote to replace carpet £200 , not a problem I said , theres £120 towards it ( the job was worth £80) which I gave her back straight away, This women is a witch she is now talking about compensation for the inconvenience

John

Hi John

Hope it's all solved by now, but regarding the last sentance, I'm of the opinion that one can only sue for compensation if one can demonstrate an quantified financial loss has, or will, occur as a result of some negligent action.  Did your customer have to cancel a profit-making event because of the carpet damage, or was she injured in some other way leading to a financial loss ?  I rather expect not !  I reckon this is a hollow threat due to frustration.  My opinions only though.

Regards

Pete (JS2)

[John Gregory]

The problem is now rectified I replaced the complete carpet for the witch yesterday , last night was the first night I slept since it happened it completely recked my Christmas , another lesson learned do a proper survey and never work for someone with a pylon in the back garden


John

[David_Annable]

Hi

I think you have just been unlucky, most of my custurds are good as gold.

Dave

[Phillip Mold]

I agree  in that most of my curties are good as gold, but I am convinced I will meet a village idiot every year!