[Steve. Taylor]

You cleaned it the customer stained it. The point i would make clear is this sems to be a all to common
situation with some customers looking for a CLAIM NOT A CLEAN pile distorsion fadeing in front of patio doors the diy stain cleaning brigade who fall short in there attempts and then expect miracles.

The only thing i can see you have done wrong is the verbal contract !

Means nothing when the customer starts telling porkies get it in writing before you start top copy to customer carbon copy in your files sign your name after last word so they cannot add to it, take pictures before

Most will say 98% of customers good as gold

BUT WE ALWAYS REMEMBER THE 2%
Dont offer money back you have done your job if he did go through your insurance you have in a sense admited liability the moment you handed the money back. good luck

[Doug Holloway]

Hi Mark

Just be firm, from the photos it would appear you have cleaned the dirt and been moderately successful in removing the red wine stain.

This would make it an insurance job anyway and the other stain which is harder to spot from the photos is largely irrelevant with a big red wine one.

It was his fault and if he wants to make an insurance claim he has to do it on his insurance, not yours.

Don't take any nonsense, you prequailified and did your best.

I have never had written disclaimers and have never needed one, if you asked on all jobs you would lose some  as it sets a negative tone.

Cheers

Doug

[jasonl]

The carpet was scrap before you started , you have failed to clean it , now it is still scrap. The customer needs to be told this in no uncertain terms

[Shaun_Ashmore]

Is this a new stain from somewhere else or the left over from the original stain?

Shaun

[M.Acorn]

Some good comments people,thanks !
Did say on the survey that i couldn`t guarantee removal of stains,and said it was a tough one to get good results with

[M.Acorn]

Another choice job on Monday,prior custy of mine,spilt an entire cup of t on her pale berber ! Neighbour suggested fairy liquid and warm water !!!!  Which she attacked it with,now left with a big brown stain !! Why don`t people listen,i said if she ever spills anything call me before doing anything else ! Only charge prior customes a minimum for little jobs like that ! Could have possibly saved her an insurance claim and her excess !!

[L.Doubtfire - The Blade Runner]

Mark, are you going to do it?


Lewis  Doubtfire

[Dave_Lee]

Some less than honest grasping people will try it on and while most people are honest, what they all need to realise is that whatever happens, they are NOT going to get a new carpet out of you. It makes no difference whether you are insured or not. If they make a claim against you, they are legally only entitled to the value of the item as it was immediately before you cleaned it. If it was a few years old and already stained/ soiled etc it doesn't have any real value and as its bound to be better than it was before, a refund of the cleaning cost should be all that's offered imo.
Dave.

[M.Acorn]

Yeah i spoke to him prior to doing the job,and he said the excess on his policy was more than he thought it was ! When i arrived the 2nd thing he said was am i insured ! Which started alarm bells ringing.
I made it very clear to him on the survey form that i could not gaurantee getting it clean,but as the carpet was scrap,i would do my best for him to get a result,if he was not happy i would go back and have another crack at it for free,but after i pre sprayed again,and didn`t get any transfer to a new white towell,i could see it ws not going to happen.
There is just no pleasing some people.
Told the other customer i would have a crack at her t stain,but again,have made it very clear to her that she has prob set it with fairy and warm water,i have another job just down the road from her on Monday so it`s not like i am driving miles out of my way .

[M.Acorn]

Better luck today !!
Tea stain that had been attacked with fairy liquid and warm water,all gone,just a feint green patch where solvex didn`t get the fairy out (think it was just squeezed on the stain and not diluted !)
Phew