what you guys think of this customer complaint?

Discussion in 'Pressure Washing' started by jonjetting, Apr 28, 2016.

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  1. jonjetting

    jonjetting Member
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    did a drive/wall clean. drive was fine, the wall was knackered (check pictures) i explained to the women that it would need re-pointing or maybe even new blocks put in, and she didnt seem bothered and just agreed. now shes moaning, saying she needs to get her wall re-pointed?

    i was being very carefull when i cleaned the wall as to not damage it further and didnt even try to remove the efflorescence!

    what do you guys reckon? my fault or what?
     

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  2. Clisty1989

    Clisty1989 Forum Addict
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    Did you tell her before you started cleaning? If so then she had warning it may need doing, if you didnt then im not sure where you stand, id make up disclaimers if you get another one like this, people pay more attention if they have to sign something. Sounds like a customer that's trouble
     
  3. jonjetting

    jonjetting Member
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    yeh told he before, during and after. she obviously wasnt paying to much attention :rolleyes:
     
  4. Williams Jet Wash

    Williams Jet Wash Williams jet wash Services
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    You are not in the wrong mate but how do you put this right I'm unsure ?
     
  5. TolishAPurd

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    Theres nothing for you to do, you have done right. What i would do though answer her complaint clearly and politely stating your case and reminding her that you stated on several occasions that it could cause damage. This is not necassarily for her benefit but for yours just in case it goes to court it may help your case.
     
  6. Green Pro Clean Ltd

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    He said she said. That's all it is and in court it's nothing more than a coin toss whom the judge would side with.

    If you have been smart enough to take before pictures of the condition of the wall then your more than covered as you can prove beyond doubt it was already in a poor state of repair.
     
  7. TolishAPurd

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    Theres a good chance he can bait her into a response that will prove his case. She only needs to reply with a "Yes, but..." message and he is in the clear.
     
  8. Taxlossloz

    Taxlossloz Grand Master
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    I think you did the best job you could
    Every wall needs repointing eventually
    It will look great once it's done
    I had one this week
    ' drive looks no different '
    So I sent pics and he changed his mind ..
     
  9. jonjetting

    jonjetting Member
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    Cheers for the replays guys. Just spoke to her, she's doesn't want me to sort it out, just wants me to know for next time... Yeh next time I'll take your hand and walk you over to the damage and get you to acknowledge it because obviously verbal communication isn't enough lol
     
  10. Green Pro Clean Ltd

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    No offence Jon but I feel that is exactly what you should have done to begin with as well as have it noted on a job sheet for them to sign.

    May sound tedious but on any clean (excluding regular domestic windows) I have a job sheet and note anything in disrepair, anything damaged or any extras I recommend they need doing prior to commencment and have them sign.

    That way at the end they never have a word to say as they have been pre warned and approved the work.
     
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