Accused of scratching window - advice appreciated

[BigFoot]

Looks like someone leaned out the window from the pattern. I got accused by a first clean customer for scratches on doors and windows of her new build a while ago and understand how this sort of thing gets under your skin.
I stated it wasn’t possible for me to have caused the damage and linked her to a new build social media complaint page with countless other similar issues all around the county, I sympathised but made it clear that was the end of the matter needlessly to say she was red carded but I clean on the estate still just not her jibbing Karen house!

 

[Iron Giant]

You're probably right! Fortunately i don't advertise or have a company logo on my van so all he knows is my name. He doesn't have social media from what i can tell but i'll keep an eye out.

If all else fails i have lawyers in the family and the police commissioner's a customer of mine!

Seems like i'll have to let the neighbour down also, as I don't really want to go back while he's trying it on.

I wouldn't be losing a customer over a clown, I've no doubt he knows how the scratches happened I'd ignore the clown and not lose his neighbour of he is a good customer and it's a well priced job

 

[Iron Giant]

It would be interesting to find out what their neighbour thinks of them ie what sort of people they are.

Definitely, a neighbour usually knows enough if they are a p.i.t.a a customer of mine warned me off doing a new neighbour of his after they turned round to a roofer and said I'll pay you in 3 weeks time as he didn't think I would get paid I avoid it like the plague every time they asked

 

[ks789]

There are some that do appear to be prone to scratching easier. Modern stuff, usually for a conservatory say, that has a blue tint to keep off the brightest of the sun. Im not too sure on this. I was shown by a customer last year and still cant be sure either way. No recompense was asked for, Just that for those windows with this blue tint I go forward much more cautious, ( not pressing so hard/ rinsing more thoroughly so any grit would be washed off.)
I reckon in your case its just normal glass and the scratches nothing to do with you. Was it upstairs? you wouldn't really be able to apply enough pressure to scratch anyway.

 

[Scrubsy]

@ks789 I think the blue tint on conservatories is self cleaning glass. You may be able to use a very soft brush but most manufacturers and installers say not to clean it. Lots of new fancy coatings and sensitive glass nowadays on all sorts.

 

[Jonti]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

I bet someone else did it because they didn't pay em If you get anymore people like them get shut asap and wipe the dirt of your feet as you leave their property

 

[ks789]

@ks789 I think the blue tint on conservatories is self cleaning glass. You may be able to use a very soft brush but most manufacturers and installers say not to clean it. Lots of new fancy coatings and sensitive glass nowadays on all sorts.

yeh I reckon so. Def some of the stuff doesnt seem to get as dirty as others. Still a going over with wfp always improves it/gets fine dust off.