I would go and look at the damage for sure. It can’t hurt. Could it be that the window cleaners that did the cleaning the last time caused the damage and they could not collect from them so now they get you to pay for it?
I had one guy claim I bent and broke/bent like 10 screens and some other it’s not perfect from 2 inches away complaints. The list was itemized with 12 different things. Wow, I am really not that bad am I (only 10 years experience). Funny thing is he said he had bad window cleaners before and that’s why he hired me. I even pointed out some of the problem screens before he left the house and he still tried to blame me for those. The screens were put in upside down, backwards and every way except the correct way. Some were yellowed and sun rotted screen corners that break when you breath on them. He wanted me to sign something saying I did the damage before he would pay me the final deducted amount that was 1/4 of the job price. I did not sign anything and am contemplating small claims court this off season.
On the other hand, I had my gutter cleaning pole roll off a roof and hit the hood of a brand new Toyota van 13 months ago tomorrow. I left a note on the car and on the front door (It was in a condo building). I even met with the owner the next day and asked them to get an estimate and that I would pay for the damage. I still have not heard back from them.
In this situation I think it would be hard to distinguish between what would be our drips and another companies. She claims we were the first company she has ever hired to do her windows, but who knows everyone is a liar.
I’m honestly taking it as $225 lesson, as a hole in our system and to have people sign off on what we can not accept responsibility for. Since updating our system, informing our clients that we are not responsible for anything we have to move or work around in order to wash a window they want washed and have them sign a waiver before we start every job - every home owner takes the precautions necessary. Doesn’t mean we aren’t careful moving anything we have to move but accidents happen we just don’t want to be responsible for breaking Aunt Millies irreplaceable hand me down coo coo clock.
“You’re more expensive than my regular window cleaner, but I want to try your service because the last guy blahblahblahblah” is 100% code for “I’ve tried every window cleaner in town, and none of them will return to my home because I am bat-$h!t crazy”
That particular sentence instantly tips me off that I will have a very long day. I just pondered this 2 weeks ago… every, I mean EVERY SINGLE problematic client I’ve ever had has used that sentence in one form or another. its the kiss of death… no question!
I was just thinking of that today. There are some homes that I do that I would not want the average window cleaner to work on as is. I did one today where one wrong move inside could be very very costly. I like the waiver idea. Can we have the wording you use on the disclaimer?
For situations like those it is perfect. We had someone claim a long time ago we scratched her grand piano. It was kitty cornered so it was blocking 2 windows. I remember how careful I had to be to not touch it and even crawled under it to get to the open space to get to the window. I know for a fact it wasn’t even touched because I did it. The waiver now is just as an insurance for situations like these. Like I said it doesn’t keep us from handling anything and everything with care but if clients should be aware if there is something they don’t want to possibly be damaged by accident during a cleaning they should move it themselves.
Our wording is pretty generic but I’ll post it in the am when I get to the office.
If you want the whole form (it’s our basic window cleaning form) pm me your email and I’ll send it in the morning.
