T
Thom2014
Hi Guys,
Would really appreciate your advice on this one.
My husband and I run a p & h company. We've got a really difficult customer. I'll try and be brief cos its a bit long winded.
Updated a heating system including new TRVs to 2 rads.
Invoiced upon completion of work. Didnt hear anything for 8 days. Customer then called to say that she wasnt happy with angle of TRVS. They were fitted fine, just not happy.
That night 11.15 p.m. got a call to say major leak from the TRV, hubby went over within 7/8 minutes and stopped leak. Then spewnt some time using a Vax to get the water up, moving all furniture out of the room.
When he got to her house, she was standing at the front door with her neighbour just chatting. Not upset, crying etc Stangely, she had done nothing to try and smother the leak ie bowl, towel over it, what youd expect someone with a leak to do automatically. She also had her neighbours Vax machine already in the hallway!
We think shes either tried to cause a small leak to either delay payment, or caused a massive one cos she wants new carpets, money for stress etc.
Anyway, because we didnt know exactly caused the leak, we decided that as a goodwill gesture, we'd help as much as poss. Our friend used his industrial carpet cleaning stuff to get more water out of carpet. At her request, he also later cleaned the carpets (they didnt need it).
We also lent a dehumidifier which she wont return (the leak was nearly 2 and half months ago!) and my friend (carpet cleaner) lent a large fan. She has returned that.
Within a couple of days, she had painted the walls except the bit at the bottom where the water had seaped up. She says she now has a flaking patch. The bit of the wall shes referring to was behind furniture - maybe it was there before and she just didnt know! The house is 500+ years old.
On the night of the leak, we also had a friend request from her on facebook. We also discovered that immediately after hed left that night, she had given a commentary on what had happened including photos of my husband sorting the leak. He didnt know that she was taking photos!!
She's also now got a bee in her bonnet about the guy who fitted the TRV not being gas safe (he did it, hubby checked it!). She wants details of his qualifications! You dont need to be gas safe to fit a TRV!
She says that she couldnt use the room for a month (it took 3 days to dry when we had our carpets cleaned). The furniture was stored in a room in her house that she said she didnt use but now says that she could have people over because of the situation.
Where we are now is that she wont pay but wont say exactly why. Shes using delay tactics all the time. Its only £900 for gods sake, if she hasnt got it, id rather she just said!
Id really appreciate your thoughts on this. Please be nice, I'm so angry and frustrated with this situation.
Would really appreciate your advice on this one.
My husband and I run a p & h company. We've got a really difficult customer. I'll try and be brief cos its a bit long winded.
Updated a heating system including new TRVs to 2 rads.
Invoiced upon completion of work. Didnt hear anything for 8 days. Customer then called to say that she wasnt happy with angle of TRVS. They were fitted fine, just not happy.
That night 11.15 p.m. got a call to say major leak from the TRV, hubby went over within 7/8 minutes and stopped leak. Then spewnt some time using a Vax to get the water up, moving all furniture out of the room.
When he got to her house, she was standing at the front door with her neighbour just chatting. Not upset, crying etc Stangely, she had done nothing to try and smother the leak ie bowl, towel over it, what youd expect someone with a leak to do automatically. She also had her neighbours Vax machine already in the hallway!
We think shes either tried to cause a small leak to either delay payment, or caused a massive one cos she wants new carpets, money for stress etc.
Anyway, because we didnt know exactly caused the leak, we decided that as a goodwill gesture, we'd help as much as poss. Our friend used his industrial carpet cleaning stuff to get more water out of carpet. At her request, he also later cleaned the carpets (they didnt need it).
We also lent a dehumidifier which she wont return (the leak was nearly 2 and half months ago!) and my friend (carpet cleaner) lent a large fan. She has returned that.
Within a couple of days, she had painted the walls except the bit at the bottom where the water had seaped up. She says she now has a flaking patch. The bit of the wall shes referring to was behind furniture - maybe it was there before and she just didnt know! The house is 500+ years old.
On the night of the leak, we also had a friend request from her on facebook. We also discovered that immediately after hed left that night, she had given a commentary on what had happened including photos of my husband sorting the leak. He didnt know that she was taking photos!!
She's also now got a bee in her bonnet about the guy who fitted the TRV not being gas safe (he did it, hubby checked it!). She wants details of his qualifications! You dont need to be gas safe to fit a TRV!
She says that she couldnt use the room for a month (it took 3 days to dry when we had our carpets cleaned). The furniture was stored in a room in her house that she said she didnt use but now says that she could have people over because of the situation.
Where we are now is that she wont pay but wont say exactly why. Shes using delay tactics all the time. Its only £900 for gods sake, if she hasnt got it, id rather she just said!
Id really appreciate your thoughts on this. Please be nice, I'm so angry and frustrated with this situation.
, lots of them about unfortunately :mad2:
