[Richard Groves]

Are we missing the point here ?
On a first clean you broke his window.
He was in, knew you were there and you didnt ask him to close it ?
Why didn't you ?
What were you doing ? slamming the stock of the brush against the frame trying to push it shut ?
I don't think you should lose sight of the fact you are in the wrong and damaged his property.
Accidents happen though and its unfortunate.
Sounds like he is going over the top and milking the cash cow but I'm sure the insurance company will see right through him.

I’ve acknowledged the fact I broke a pane of glass and have suggested I pay for it without the use of my insurance company. He’s milking it.

I’m not missing a point. And I haven’t lost sight of anything.

Fair enough, sounds like you've been as reasonable as you can be and he hasn't.

[Missing Link]

He was in, knew you were there and you didnt ask him to close it ?

Unless it's a sash window that I can't push up, I just close the windows with my brush.  Have done for years and never had an incident.

It's quicker than waiting for a customer to do it.

And I'll just keep on doing what I've been doing.  Slacky's incident is a freak of nature and isn't something that routinely happens.

[Slacky]

Exactly.

[Slacky]

I got a call from ‘er indoors later.  She started having a rant at me, questioning me about what would’ve happened if her sprog had been under the window when it happened.

Which is a bit like saying what would’ve happened if you were driving a 32 tonne lorry when we had a shunt at the traffic lights instead of your Fiat 500?

It’s a pointless conversation, they’re just trying to over-egg it.

[G Griffin]

Wasn't it double glazed or did you do both?
 
I'd be tempted to say 'insurance? What insurance? Sorry, guv; you'll have to sue me if you want any more than the glass replacing'. 

[Slacky]

It was double glazed. Only the outside pane was smashed.

[shammy davis jnr]

Wrong custie ,on wrong day  ...go back round and say think we got off on wrong foot yesterday I pride myself on being professional,and I understand you were upset at the broken window which never happens and I was as shocked as you .I will replace it by the way at my own expense ...and I’m sure he will be sound as feck ...then replace soon after as you know he’s a volatile one our keep him in loop every step till sorted ,,,,then you will prob have a good relationship with him..as he’s had his rant you have sorted your guilt you feel better for fixing it he feels you went the extra mile when he was calm and recommends you to whole street it’s only biz
And if he’s still a dip sht...........you can tell him where to go ....politely and you will still be the professional. and he ..the wee angry man

[G Griffin]

It was double glazed. Only the outside pane was smashed.

So there'd have been no glass in the house and what are the chances of the kid being under the window you were about to clean?
Muppets.
Tell them your insurance had lapsed and they'd have to take you to court.
Unless your insurance are going to give them a hard time and I hope they get what they deserve. 

[dazmond]

I got a call from ‘er indoors later.  She started having a rant at me, questioning me about what would’ve happened if her sprog had been under the window when it happened.

Which is a bit like saying what would’ve happened if you were driving a 32 tonne lorry when we had a shunt at the traffic lights instead of your Fiat 500?

It’s a pointless conversation, they’re just trying to over-egg it.

i really hate people like that..........seriously....... they should be shot(death by firing squad).......sounds like they would be a crap customer even if you hadnt broken the window......

[dazmond]

Wrong custie ,on wrong day  ...go back round and say think we got off on wrong foot yesterday I pride myself on being professional,and I understand you were upset at the broken window which never happens and I was as shocked as you .I will replace it by the way at my own expense ...and I’m sure he will be sound as feck ...then replace soon after as you know he’s a volatile one our keep him in loop every step till sorted ,,,,then you will prob have a good relationship with him..as he’s had his rant you have sorted your guilt you feel better for fixing it he feels you went the extra mile when he was calm and recommends you to whole street it’s only biz
And if he’s still a dip sht...........you can tell him where to go ....politely and you will still be the professional. and he ..the wee angry man

sod that.....he s gone too far already.......basically id tell him and his snotty wife to F**k off and never go back.....i wouldnt even arrange to get the window fixed......

people like that are never satisfied whatever you do...their greedy people who want to exploit any opportunity to make some money for nothing without having to work for it who dont give a s**t about you.........

[AuRavelling79]

Trouble is these things play on your mind. (You the window cleaner, not him the idiot customer)

What's the exact order of events, Matt?

I'm suspicious because of the highly volatile reaction and "claim" attitude.

It was a first clean ... are you sure the window wasn't cracked already and they only had you in to clean so they could make a fraudulent claim?

Maybe you didn't notice the hairline crack which was pre-existing which is the "usual cause of this kind of event as you have never had an intact window break in this manner before, especially as you only tap the frame with the bristles"

If he carries on tell him you believe you are the subject of a fraudulent claim and that if he or his (crazy) wife further contact you in any way you will "call the police as you believe they are making an "unwarranted demand with menaces".

Write it down and resurrect the dead parrot to stay on script.

[Slacky]

Malc, it wasn't a crack.

The glass smashed, it was me. I cant deny that.

[C & S]

Chancers

[Missing Link]

As you've done, I'd inform the insurance company and seek advice from them.

I'd also have no further contact with the 'customers'.  I wouldn't have answered the phone to them; that's entering a situation you're not going to win, given the context that they're loonies.  (Unless of course, you act like a bigger loony, but I don't think you're like that.)

And then I'd wait for a solicitors letter and go and seek some more advice dependent on the contents of the letter.

What a massive arse-ache though.

[Richard Groves]

He was in, knew you were there and you didnt ask him to close it ?

Unless it's a sash window that I can't push up, I just close the windows with my brush.  Have done for years and never had an incident.

It's quicker than waiting for a customer to do it.

And I'll just keep on doing what I've been doing.  Slacky's incident is a freak of nature and isn't something that routinely happens.

I do too. ( well, on repeat cleans and properties I'm familiar with if nobody home )
Sometimes though the hinge's are stiff and its not simply a case of pushing closed with the brush.
If I had to tap the bottom of the frame several times with the brush to create enough force to close it , I'd probably think twice.
I'm not suggesting Slacky has btw but that is one way I could envisage a pane of glass smashing.
I have never done a first clean for someone unless they were there. Wanting a first impression to count I've always viewed all the windows first and insisted they are all closed. I'm not understanding why he didn't , thats all.

Of course, they have completely over reacted and are trying their luck at compo. But I can understand them being upset to a point.
Seems Slacky has done all he can to be reasonable and accept responsibility.

My neighbour has just had some rendering work done. Last week a guy on the scaffold dropped a chisel bit on her neighbours car windscreen and shattered it ! Cars owner laughed it off though - accidents happen. Within hours a firm was out and had replaced the windscreen with a £500 bill for the builders.

[Smudger]

good point - some people accept accidents happen other don't and get hyper over anything and everything,

Matt has said he broke the window ( well done for being up front and honest about that ) i think your best course is to ring them and tell them you will replace the broken window and what would be a good time for the glazier to come round, as for any personal injury claim here are my insurance details please submit any claim direct to them.

Leave to the people you pay to sort this out, none of us are experts in claims, or how to prove, disprove a claim. - the only thing you may need to bear in mind is are you a limited company ? or self employed - if the later and insurance refuse to payout the liability may fall to you personally

Please bear in mind this was a first clean so as a new customer you have to see it from the other side - a "professional" cleaner comes to your property and promptly breaks a window - not something you would expect to happen - and probably a little shocking

i have over the years broken ( well staff have ) a georgian pane on a period property and we have had 2 cases of scratching glass - all resolved to everyone satisfaction but the difference is there were long term customers where we had a working relationship - not a first visit

for what its worth - anyone suggesting walking away - ignoring replacement - telling them to F**k off is asking for more trouble and leaving yourself open for much more of a claim than actually offering to put the physical damage right

Darran

[Bungle]

I'm claiming against nathankaye. I do so much ROFL at his posts that my hips have packed in.

 

[G Griffin]

A few small stones on the ground during the school holidays and a small red haired lad running away from the scene must have been seen by someone, Matt.

[AuRavelling79]

A few small stones on the ground during the school holidays while you were working on the other side of the house and a small red haired lad running away from the scene must have been seen by someone, Matt.

FTFY

[Frankybadboy]

you should stick to your pressure washing well you only burn things