We did a job a month ago. A woman had moved into a new home (not newly built, just new for her). During the window cleaning, she claimed that my crew had broken a window screen, and broken the middle slat of a solar screen, and broken 2 bedroom blinds.
My crew leader, whom I trust implicitly, told me that the screen was already broken. He said the solar screen broke off in their hands as they removed it from the wall. He said that he had cleaned the bedroom windows, and there was no string to pull to lift the blinds, so he lifted the blinds with one hand and cleaned with the other. So, we didn't break any of these items.
However, she vehemently claimed that we broke the screen, so rather than argue with her, my crew leader took her screen home, rescreened it and took it back.
Well, now she calls back a month later, and says we have to do something about the solar screen because it's in front of the house and people see that the little slat in the middle is "off" (not lined up just right). She's still claiming that we broke her bedroom blinds.
We can't really go back and fix the slat in the solar screen, because it will eventually slide back, because it's broke.
The way I see it, we have no responsibility for these items, but she's claiming that we do. To top it all off, she is an Angie's List customer, and could write a really horrible review if we don't make her happy.
So... what would you do in this situation? Would you give her a refund so she can replace all these items? Would you go out and buy all of these things, take them over, and install them? Or would you tell her that our crew did not break them so it is her responsibility?
Brian Anderson
Master's Window Cleaning
My crew leader, whom I trust implicitly, told me that the screen was already broken. He said the solar screen broke off in their hands as they removed it from the wall. He said that he had cleaned the bedroom windows, and there was no string to pull to lift the blinds, so he lifted the blinds with one hand and cleaned with the other. So, we didn't break any of these items.
However, she vehemently claimed that we broke the screen, so rather than argue with her, my crew leader took her screen home, rescreened it and took it back.
Well, now she calls back a month later, and says we have to do something about the solar screen because it's in front of the house and people see that the little slat in the middle is "off" (not lined up just right). She's still claiming that we broke her bedroom blinds.
We can't really go back and fix the slat in the solar screen, because it will eventually slide back, because it's broke.
The way I see it, we have no responsibility for these items, but she's claiming that we do. To top it all off, she is an Angie's List customer, and could write a really horrible review if we don't make her happy.
So... what would you do in this situation? Would you give her a refund so she can replace all these items? Would you go out and buy all of these things, take them over, and install them? Or would you tell her that our crew did not break them so it is her responsibility?
Brian Anderson
Master's Window Cleaning
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