Had a client from a couple months ago call and tell us during her window cleaning the guys dripped dirty water on 12 drapes and she needs to get them cleaned. The estimate she submitted to us was for $450. The guys on the job said they didn’t notice anything being done and there was so much stuff in the way of the windows they were doing the best they could. We offered to pay $225 because we didn’t want to fight about it and it could possibly have happened.
Here’s my dilemma; do you reimburse based on an estimate and then they don’t get the drapes cleaned or do you reimburse for the invoice once the drapes are cleaned? Or should it even matter?
I would definitely not cut them a check without seeing the invoice for the cleaning. If they are just trying to scam you, that’ll be exactly what they want to happen, and you might see a repeat next season (plus them telling their friends that you’re a sucker).
But if they’re honest, it really shouldn’t offend them that you need to see the invoice first. If you want to keep them as a customer for whatever reason, pay the whole amount on the invoice. If not, pay what you said you’d pay when you get the invoice.
I have no experience in this but my opinion is that it shouldn’t matter. I would pay and not worry if she cleans the drapes or pockets the money. The most important thing is that you are taking responsibility for damages and doing right by your client. That will go along way to maintaining your companies integrity and reputation.
It would not be out of line for you to ask to see the damage and then pay her, that way you will not be scammed. If the damage looks like dirty water spots, then I would pay her.
I would first go inspect the so called “damage”. Then I would question the customer about why after so many months are they now bringing up this issue. Then after that I would ask them to forward me the paid invoice for cleaning and then reimburse based on what I felt comfortable with.
If you do reimburse… I would pay out the cleaner directly.
Ok. What is the reasoning behind paying the cleaner directly?
Question. If I ran into your truck and caused damage, would I not be responsible even if you decided not to get the dent fixed?
We have had people in the past claim fictitious or questionable damage. We cut a check for the replacement and on the next services or years later discovered they never repaired what they were supposed to… Just pocketed the cash.
If you called me months later and claimed that me or one of my workers put a dent in your truck then I would have my suspicions. There are plenty of people out there willing to scam someone. I would bet that the drapes in question are filthy dirty and the actual “dirty” spots from window cleaning are “clean” spots. I can’t even imagine how drapes would get soiled from washing windows. We always draw back drapery and lift all blinds and open all window coverings.
If you accept responsibility for possibly causing the damage, does it matter what they spent the money on? Just playing devils advocate.
Matt,
This was what I was referring to. I think if you accept responsibility and agree your people did the damage, you should pay whether the client pockets the cash or cleans the drapes.
If on the other hand, there is a dispute that your guys caused it and the time lapse leads you to believe that it’s not your responsibility, then that is a different story. You should not have to pay for cleaning if you clean water made clean spots on her dirty drapes. I’m not saying let someone scam you, I am saying do the right thing if your people are responsible for “damage”. I don’t think clean water spots would be considered damage.
All of the replies gives you something to think about. Maybe if I got scammed by a client, I may have a more cautious response to the next claim.
IMO. Let’s see, Christmas Time, bad economy, low on cash = Let’s see who we can stick it to for some extra cash. I wonder what other sevice company’s they are having “damage” problems with?
If you value the customer, pay for the damage. Who cares what they spend the $ on. Keeping your name reputable is what is most important here. I would just write something up and ask them to sign it to keep in your files for future reference. If they don’t want to sign it, then something is up watch your back. Good luck. This is just my 2cents and opinion. Hope it helps
I’m with Chris, I don’t hand out cash. This year we were falsely accused of scratching a window. I didn’t fork over $250 so they could buy a new window. I paid someone with a glass renu $75 to take the scratch out. If she was scamming, do you think she would rather have me take care of the scratch or hand her a check for $250?
I am here: Google Maps
I’d definitely check the “damage” and then discuss w/ the customer what you find to be a fair amount of reimbursement if you or your guys did the damage. If you plan on paying the whole amount find out who they are having do the cleaning and as Chris said pay them. If you agree on a partial amount then pay the customer and be done.
We agreed to $225. She sent an estimate for $450 not an invoice. Pay the $225 based on the estimate or request the paid invoice or does it matter?
Why is the customer willing to accept compensation for half the damage?
A few days / weeks later, yes I would reimburse the customer with a receipt from the cleaner.
Months later? Not a chance. Not to mention it sounds shiesty that its 12 drapes… are your employees usually mega-sloppy like that? Didn’t think so.
That’s what my office manager threw out there and she jumped at it. I was happy she wasn’t looking for the whole $450.
And to answer Chris Cartwright - no our crews are not generally sloppy. This was our first complaint like this ever. We immediately changed some forms to include how we are not responsible for broken or damaged property which is not removed from in front of windows or items we are forced to work around and have them sign off. Even if it was a shyster move I would rather have it be a $225 lesson than a $1000 lesson because we moved a table with a waterford crystal lamp and it fell.
I agree I need a copy of a paid invoice for the work done in order to write a check.
