[rycalshaw]

hi guys, i,ve just had a call from a customer saying he thinks i,ve scratched the glass, the windows were fitted 4 months ago and i,ve cleaned them twice previously with no probs, i,m wfp and use a soft vikan brush, as anyone else come across this..he says the guys who fitted them are going out next week to try and polish the scratches out but he obviously thinks i,m responsible for it..cheers

[SunShineCleaning]

It's easy done if you get grit on the bristles.

[windiewasher]

I have had this a new house the window fitters saying its me but i said its not possible so gonna see whats said next month.

[Dave Willis]

Get there before the fitters do 
Sounds odd they are prepared to come back and polish them. I would want to see them first, if it's really your fault then you would have ruined all your other customers glass too.

[d s windowcleaning]

what you forgot to mention rycalshaw was that its allso taken a few weeks since you last cleaned and hes only phoned you today , theres no way have you scratched that glass you seen what i did on mine and not a mark .

[rycalshaw]

i,m gunna pop and have a look tomoz dave while he,s at work, funny he says its a lot more apparent from inside.

[d s windowcleaning]

i,m gunna pop and have a look tomoz dave while he,s at work, funny he says its a lot more apparent from inside.

you do right mate it seems a bit strange to me that hes waited a few weeks after you last cleaned them before getting in touch .

[Jimmy Jon]

I was recently asked to do an urgent window clean on a large house being refurbished as all the scaffolding was coming down the next day. The windows had been recently fitted, as I went round the ground floor looking at the windows I could see that the patio door glass was covered in scratches, I called the foreman over & pointed it out to him and then told the owner. I didn't bother doing the job and didn't want it, Just because the windows/glass is new doesnt mean that they havent been scratched during the installation process or even by the homeowner, get round there asap and don't admit liability unless you really think it was you. Good luck! 

[d s windowcleaning]

I was recently asked to do an urgent window clean on a large house being refurbished as all the scaffolding was coming down the next day. The windows had been recently fitted, as I went round the ground floor looking at the windows I could see that the patio door glass was covered in scratches, I called the foreman over & pointed it out to him and then told the owner. I didn't bother doing the job and didn't want it, Just because the windows/glass is new doesnt mean that they havent been scratched during the installation process or even by the homeowner, get round there asap and don't admit liability unless you really think it was you. Good luck! 

I would put my life on it THAT  theres no way you have scratched the glass as terry says it could have been scratched during installation .
I know your set up mate , I  did it all for you and theres not a chance you could have done what the customer says .

[Ian Lancaster]

We've had the odd complaint about scratched glass and except for one rogue operative I've never accepted them.  I take a brush round to the complainant, let him/her examine it then challenge them to scratch some more glass with it on the promise that if they succeed we'll pay for the previous as well as the new damage.

Most didn't even want to try, those that did soon gave up and admitted it was impossible to scratch the glass with a soft, wet brush.

[david thomas]

I Lost a nursing home they reckon I cracked the glass, this was a double glazed unit  using a soft Gardiners brush. I even ask her to touch the brush she still did not believe me

[Mike #1]

Dont admit nowt you will know yourself as soon as you have a look at scratches how they have been done .

And it most probably wont be your brush , But i dont like soft brushes as i think they hold onto dirt and grit more than a say a medium to soft brush .

And when i have cleaned one window along with sill when i start on the next window i always give brush a good rub against frame when cleaning frame to free up any loose dirt on bristles . Mike

[R.W.C.S]

I had a soft vikan sill brush when i first started out, with fan jets and one of the jets had become a little loose and slipped out of place.

Scratched a new build clean i was doing, cleaning diamond-leaded windows. (Only tiny scratches, but i could tell it was me).

Since then I've only used Gardiner stuff - the double trimmed hard and soft sill brush does the job with fan jets and there's not a chance of scratching.

I'd check your fanjets first and then your insurance policy :-)

[d s windowcleaning]

I had a soft vikan sill brush when i first started out, with fan jets and one of the jets had become a little loose and slipped out of place.

Scratched a new build clean i was doing, cleaning diamond-leaded windows. (Only tiny scratches, but i could tell it was me).

Since then I've only used Gardiner stuff - the double trimmed hard and soft sill brush does the job with fan jets and there's not a chance of scratching.

I'd check your fanjets first and then your insurance policy :-)

rycalshaw hasnt got fan jets fitted in his brush mate , theres nothing wrong with his brush as i shown him the other day on my house window that it wont scratch the glass .

[Washing Windows]

We've had the odd complaint about scratched glass and except for one rogue operative I've never accepted them.  I take a brush round to the complainant, let him/her examine it then challenge them to scratch some more glass with it on the promise that if they succeed we'll pay for the previous as well as the new damage.

Most didn't even want to try, those that did soon gave up and admitted it was impossible to scratch the glass with a soft, wet brush.

Simple and effective policy Ian... and added to our own repertoire. Hope you don't mind.

Duncan

[Ian Lancaster]

We've had the odd complaint about scratched glass and except for one rogue operative I've never accepted them.  I take a brush round to the complainant, let him/her examine it then challenge them to scratch some more glass with it on the promise that if they succeed we'll pay for the previous as well as the new damage.

Most didn't even want to try, those that did soon gave up and admitted it was impossible to scratch the glass with a soft, wet brush.

Simple and effective policy Ian... and added to our own repertoire. Hope you don't mind.

Duncan

You're welcome

Another response I used once on a particularly awkward customer was to tell him I would report his complaint to my insurance company and if they decided it could have been us they would pay him, otherwise we wouldn't accept liability.

I wrote to the insurance company and sent the complainant a copy of the letter.

I never heard back from either of them

[Dave Turley]

I've had this twice.

One was a job with recently fitted windows where grit and sand had washed out from the ends of the gap between the sills and the frame as I cleaned them, and the scratches were up and down so I think some grit might have stuck on my brush.

The other time it wasn't me as the scratches were left to right in an area no bigger then 2" square.