Need help with customer complaint

Discussion in 'Chit Chat & Introductions' started by neil fearnley, Dec 22, 2014.

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  1. neil fearnley

    neil fearnley Member
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    hi folks
    just after abit of advice
    i cleaned a chaps gutters last week(relative new build 4-5 years old)with my gutter vac
    to be honest they werent bad at all so was straight forward
    after finishing the chap went and looked all round from ground level(which i thought was a little odd at the time coz you cant see owt)
    he text me last night and said he got his father inlaw to inspect them and there is a cracked tile that i must have done with my pole
    the tile is right on corner where im the most careful because the gutter end caps can be knocked off easily so i go gently at those bits anyway,nor did i notice doing any damage or sucking up a piece of tile into the drum
    this is the 1st time anything like this has happened so im not really sure what to do next
    any advice would be great
     
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  2. Tuffers

    Tuffers Hero
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    Has he paid you? Sounds like he's tying it on. Why would he feel the need to get his father-in-law to check for cracked tiles after you've cleared his gutters? And what can he inspect from ground level in the first place? Is he one of our barterer friends? Sounds very much like the type of thing they would try on.
     
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  3. Smurf

    Smurf Banned
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    Sorry to hear that neil:(
    I've never been accused of damaging roof tiles clearing gutter out and if so I would have photos/vids as evidence to show them should they want to try it on.

    By any chance did you do a camera survey first or use a camera whilst you where clearing them out?
     
  4. neil fearnley

    neil fearnley Member
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    yeah he paid on the day
    i kinda feel if i had broken the tile i would have known at the time
    like i said im very careful especially at the ends coz the caps can come off if you look at them wrong
    i get the impression he wants me to have the tile replaced,i have insurance(which he pointed out) but it does seem abit odd he would look and then get them checked afterwards(never had that before)
    just not sure what to tell him next
     
  5. neil fearnley

    neil fearnley Member
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    "Sorry to hear that neil:(
    I've never been accused of damaging roof tiles clearing gutter out and if so I would have photos/vids as evidence to show them should they want to try it on.

    By any chance did you do a camera survey first or use a camera whilst you where clearing them out?"


    no i stopped using my camera as i felt it slowed me down
     
  6. Smurf

    Smurf Banned
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    Where abouts is this so say cracked tile then?
     
  7. neil fearnley

    neil fearnley Member
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    on a corner near the downpipe,the place where im most careful
    i think he must mean the very edge tile
     
  8. Smurf

    Smurf Banned
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    Where you using carbon or ali poles and what type of nozzles where you using?
    Also what type of roof tiles are they?
     
  9. Smurf

    Smurf Banned
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    The reason why I'm asking all this is to ascertain if it is physically possible for you to break tiles with the methods you used or not.

    Also it's important to find out exactly where the so say broken tile is too and take some pics. I could say if it's an old break the edge of the tile would be weathered. However if the tile was already cracked and moved apart when you where clearing the guttering then it may still look like a fresh break. If it happens to be slate then is very difficult/impossible to know when this was done.
     
  10. Smurf

    Smurf Banned
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    All the same deny you are at fault unless you think you broke it then just get it sorted.
    I know gleaming insurance that I'm with will also back me up if they feel I was not to blame for any damaged caused to property im working on.

    Most insurance policy's that cleaners have is just for public liabilty which would be not a lot of help in this case.
     
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