Customer Demanding We Pay For Her Blinds ££££££ Need Serious Advice.

[James]

Removed....

Is this part of your documented complaints handling procedure?
Maybe we should all put this in the small print of our quotes?
Nobody reads them anyway until something goes wrong, would love to be a fly on the wall when a customer has a problem and decides to check the small print!!

 

[HappyHippyDad]

She does not sound like a rational woman, however you HAVE to remain polite and professional. This may end up in court and you can stand there in your suit with your friend as back up (ALWAYS take him with you) and explain just how professional you were.

As all the others have said, everything in writing no matter how small.

If you are registered you will have a complaints system. You should offer her a copy of your procedure and also start the process, follow it to the letter and to the end. This will look good in court (if that process fails) to show how you have systematically tried to make this situation right in every way.

Good luck chap, try not to get too stressed with it. These situations are sent to try us and we can only learn from them. I've been to court once (I was in the right of course!), had a quick victory and walked out feeling great. I see no reason (although I doubt any of us are legally trained) why your outcome wouldn't be the same.

 

[Pretty Mouth]

Trying it on. She already has blinds fitted in the window recess, these are not directly above the heater so won't be affected by it even if they could be. The curtains are therefore superfluous.

If it was me:
Everything in writing, careful use of words.
2 options: remove the curtains, or move the heater.
Insist that the heater be disconnected immediately on safety grounds.
Nothing for free.

Good luck mate, hope you get a good outcome

 

[Toneyz]

Is this the only window with a pair of these curtains? if so get them taken up this is what people used to do to suit the window. That's when people used to know how to sew.

 

[Weezy]

Is this the only window with a pair of these curtains? if so get them taken up this is what people used to do to suit the window. That's when people used to know how to sew.

Unfortunately there is 4 windows in total.
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Unless im missing something, it cant be possible for 'hot air' to catch the curtains on fire anyway surely? Its hardly any different to normal radiators.

I could understand that if the curtains magically grew in the night they could choke the heater however even if this happened the safety cut out is there for this reason.

In my time i know iv seen worse things people do to storage heaters, one would expect half of Britain to be up in flames by now.
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Thanks for all the reply's anyway guys. Im going to have to discuss things with my business partner on Monday. Im sure i'll post back here with the outcome at some point!
Appreciate the advice!

 

[s77sbe]

Take the hit on this one. Going to cost more in solicitor bills. Try and do a quote style contact next time.

 

[danny199]

I'm not a sparky but she is trying it on.

 

[GeorgeCooke]

she then cut me off saying "thats no good! i want energy efficient ones, nope, no, thats not an option"

Point out to her that all electrical heaters are 100% efficient as all the electrical energy is converted to heat.

 

[Pete999]

Write to her and keep all communications written, keep a diary of all communications. Appologise for the oversight in writing and offer to go back and remove the heater and ask for her to nominate a suitable location for it to be relocated to. If she refuses it appears the matter has been resolved. You have made all reasonable attempts to rectify the situation which is all is really required, no County Court Judge will find in her favour.

Personally I wouldn't apologise for anything, if the heaters wereHer choice, or maybe it was her friend's choice, who knows?

 

[dice electrical]

Im seeking advice from a job we have done with the most difficult customer of my whole career. We're a family business of 50+ years and take pride in our work and after today have been left debating whether its all worth it. I will explain the best i can:

We was called to a job to remove 3 old storage heaters and replace them with the new energy efficient fan assisted type. easy job.
We turned up on the day, the client left us a key so no one was in. we carried out the job and left. (This was a couple weeks ago, no payment as been taken yet)

About 3-4 days after we carried out the job the customer phones up and is complaining she is not happy with one of the storage heaters location, she says she has been reading the manual and it states there should be a 250mm gap from the top of the storage heater to the curtains above (the heater is below a window)
Now we admit perhaps that was an oversight on our behalf, at the time the curtains where tied back and it was overlooked. However all we was doing was replacing the old heaters and therefore trying to position them to cover up the old marks on the walls (we informed her that in normal circumstances we wouldn't normally fit heaters under a window but this was a swap over job) i would also note that the new heater is only about 1inch taller than then old heater, therefore if the new one is considered to not comply to manufactures instructions nor did the old one.

Now the customer is saying shes had her 'friend around that knows her stuff' and she also saying its wrong, not only that they are claiming they had a fire safety officer around who apparently wanted our contact details to report us but they claim they where nice enough to refuse to give them to him...
The customer is saying shes had sleepless nights since they where installed (even though the heaters are turned off completely due to being summer)

So this brings us to today, we called round to see if we can come to an agreement, and after the longest debate of my life we are no closer to a solution, the following is what was discussed:

1) We said that we would come back and completely FREE of charge move the heater to a new location, she has at least 2 locations that could work, HOWEVER one wall has a mirror on it that the customer says cannot be moved and the other position would be to move it next to the window its currently under that she says if we did that she would have to move her unit beside her sofa and have no where for it to go... So in short shes saying we CANNOT move it.

2) We said we would remove the heater and get a replacement one the same as she had before, Free of charge and in essence cancel that part of the job and have to just take the hit on it. YET now she is saying we cant do that because it still wouldn't comply even though it NEVER did in the first place.

So we cant Move it and we cant Remove it...

3) We stated that in all the years we have been trading that every other customer we informed about the curtains and told them that we HIGHLY suggest they get replacement shorter curtains has just picked this option. NOT THIS CUSTOMER, she says thats not an option because the gap between the top of the heater and the window is not 250mm therefore she cannot shorten her curtains.

So now what, we are at a lost end, she wont make room for the heater else where and let us move it and she wont let us install the old one and she wont shorten her curtains yet shes demanding we fix the problem.
In comes the 'friend expert' her friend is now suggesting the only option is to have the curtains removed and special blinds fitted in this lounge, and the WE have to pay for them, she goes on to say they are expensive and could expect to pay £300 per window, the lounge has 6 windows (2 don't even have curtains) and shes also suggesting that we should pay for all 6 so they match. This is just INSANE!

I wholeheartedly feel that im being made to look like a terrible trades man and cannot see how in anyway, shape or form i can be expected to fork out for 6 blinds! At this point she will be getting brand new heating in her whole home and furnished out of my pocket!

I know this was a long post and i thank anyone thats made it this far, im really at a lost end and dont know what to do, we are honest and fair people, and work by the principal of never installing something i wouldn't want in my own home. and i would never carry out something that i consider dangerous or I WILL be loosing sleep at night.

Im not sure if i should give the NICEIC a call or what. what would you guys do in my situation? is the customer right? is there anything else i can do to make the heater comply, like some sort of cover?
To the best of my knowledge you cannot buy short storage heaters, unless anyone knows of some?

(i would also like to note that the reason it has been 2 weeks before we have revisited is because the customer phoned up to complain on the NIGHT of my flight, i was going on holiday for 11 days, therefore that is why i wasn't able to return sooner)

Below is an image of the storage heater.

View attachment 52140

Ok you are at fault only in the part you did not notice the curtains where that close to the heater. But you was only replacing like for like so you did not notice it.
You need to get in writing that you are prepared to move the heater and in the 2 places that you have mentioned. Then when she comes back and says you cannot move it due to the reasons you have stated then you have it all in writing.
She then is giving you no choice in court she would not win as you have suggested to new places to move it to.
Now the curtains can be made shorter to about an inch bellow the window sill granted not the 250mm but shorter neither the less.
Although expensive she could get the curtains fire retarded that would help
Don’t buy any blinds at any cost next she will have you move her window somewhere else.
Best of luck.

 

[static zap]

If all the curtains in the house are the same length and nothing can be changed (OCD types)_swapping things about!
Can curtain rail -be "Driven up the wall" !
( Some manufacures instructions are un reasonable ,just to exclude them from heat damage liability )

 

[Fork Handles]

I’d suggest it’s your issue to sort out - If you chose the replacement heater and didn’t check the instructions. That said, the customer needs to be reasonable to get resolution.

If you can prove that no shorter heaters are available and they demand a heater in that location, then they should expect to change the curtains.

If it’s all getting a bit messy and emotions are flying high - I’d suggest going to a dispute resolution service.



QUOTE="Weezy, post: 1573206, member: 118433"]
Im seeking advice from a job we have done with the most difficult customer of my whole career. We're a family business of 50+ years and take pride in our work and after today have been left debating whether its all worth it. I will explain the best i can:

We was called to a job to remove 3 old storage heaters and replace them with the new energy efficient fan assisted type. easy job.
We turned up on the day, the client left us a key so no one was in. we carried out the job and left. (This was a couple weeks ago, no payment as been taken yet)

About 3-4 days after we carried out the job the customer phones up and is complaining she is not happy with one of the storage heaters location, she says she has been reading the manual and it states there should be a 250mm gap from the top of the storage heater to the curtains above (the heater is below a window)
Now we admit perhaps that was an oversight on our behalf, at the time the curtains where tied back and it was overlooked. However all we was doing was replacing the old heaters and therefore trying to position them to cover up the old marks on the walls (we informed her that in normal circumstances we wouldn't normally fit heaters under a window but this was a swap over job) i would also note that the new heater is only about 1inch taller than then old heater, therefore if the new one is considered to not comply to manufactures instructions nor did the old one.

Now the customer is saying shes had her 'friend around that knows her stuff' and she also saying its wrong, not only that they are claiming they had a fire safety officer around who apparently wanted our contact details to report us but they claim they where nice enough to refuse to give them to him...
The customer is saying shes had sleepless nights since they where installed (even though the heaters are turned off completely due to being summer)

So this brings us to today, we called round to see if we can come to an agreement, and after the longest debate of my life we are no closer to a solution, the following is what was discussed:

1) We said that we would come back and completely FREE of charge move the heater to a new location, she has at least 2 locations that could work, HOWEVER one wall has a mirror on it that the customer says cannot be moved and the other position would be to move it next to the window its currently under that she says if we did that she would have to move her unit beside her sofa and have no where for it to go... So in short shes saying we CANNOT move it.

2) We said we would remove the heater and get a replacement one the same as she had before, Free of charge and in essence cancel that part of the job and have to just take the hit on it. YET now she is saying we cant do that because it still wouldn't comply even though it NEVER did in the first place.

So we cant Move it and we cant Remove it...

3) We stated that in all the years we have been trading that every other customer we informed about the curtains and told them that we HIGHLY suggest they get replacement shorter curtains has just picked this option. NOT THIS CUSTOMER, she says thats not an option because the gap between the top of the heater and the window is not 250mm therefore she cannot shorten her curtains.

So now what, we are at a lost end, she wont make room for the heater else where and let us move it and she wont let us install the old one and she wont shorten her curtains yet shes demanding we fix the problem.
In comes the 'friend expert' her friend is now suggesting the only option is to have the curtains removed and special blinds fitted in this lounge, and the WE have to pay for them, she goes on to say they are expensive and could expect to pay £300 per window, the lounge has 6 windows (2 don't even have curtains) and shes also suggesting that we should pay for all 6 so they match. This is just INSANE!

I wholeheartedly feel that im being made to look like a terrible trades man and cannot see how in anyway, shape or form i can be expected to fork out for 6 blinds! At this point she will be getting brand new heating in her whole home and furnished out of my pocket!

I know this was a long post and i thank anyone thats made it this far, im really at a lost end and dont know what to do, we are honest and fair people, and work by the principal of never installing something i wouldn't want in my own home. and i would never carry out something that i consider dangerous or I WILL be loosing sleep at night.

Im not sure if i should give the NICEIC a call or what. what would you guys do in my situation? is the customer right? is there anything else i can do to make the heater comply, like some sort of cover?
To the best of my knowledge you cannot buy short storage heaters, unless anyone knows of some?

(i would also like to note that the reason it has been 2 weeks before we have revisited is because the customer phoned up to complain on the NIGHT of my flight, i was going on holiday for 11 days, therefore that is why i wasn't able to return sooner)

Below is an image of the storage heater.

View attachment 52140
[/QUOTE]

Im seeking advice from a job we have done with the most difficult customer of my whole career. We're a family business of 50+ years and take pride in our work and after today have been left debating whether its all worth it. I will explain the best i can:

We was called to a job to remove 3 old storage heaters and replace them with the new energy efficient fan assisted type. easy job.
We turned up on the day, the client left us a key so no one was in. we carried out the job and left. (This was a couple weeks ago, no payment as been taken yet)

About 3-4 days after we carried out the job the customer phones up and is complaining she is not happy with one of the storage heaters location, she says she has been reading the manual and it states there should be a 250mm gap from the top of the storage heater to the curtains above (the heater is below a window)
Now we admit perhaps that was an oversight on our behalf, at the time the curtains where tied back and it was overlooked. However all we was doing was replacing the old heaters and therefore trying to position them to cover up the old marks on the walls (we informed her that in normal circumstances we wouldn't normally fit heaters under a window but this was a swap over job) i would also note that the new heater is only about 1inch taller than then old heater, therefore if the new one is considered to not comply to manufactures instructions nor did the old one.

Now the customer is saying shes had her 'friend around that knows her stuff' and she also saying its wrong, not only that they are claiming they had a fire safety officer around who apparently wanted our contact details to report us but they claim they where nice enough to refuse to give them to him...
The customer is saying shes had sleepless nights since they where installed (even though the heaters are turned off completely due to being summer)

So this brings us to today, we called round to see if we can come to an agreement, and after the longest debate of my life we are no closer to a solution, the following is what was discussed:

1) We said that we would come back and completely FREE of charge move the heater to a new location, she has at least 2 locations that could work, HOWEVER one wall has a mirror on it that the customer says cannot be moved and the other position would be to move it next to the window its currently under that she says if we did that she would have to move her unit beside her sofa and have no where for it to go... So in short shes saying we CANNOT move it.

2) We said we would remove the heater and get a replacement one the same as she had before, Free of charge and in essence cancel that part of the job and have to just take the hit on it. YET now she is saying we cant do that because it still wouldn't comply even though it NEVER did in the first place.

So we cant Move it and we cant Remove it...

3) We stated that in all the years we have been trading that every other customer we informed about the curtains and told them that we HIGHLY suggest they get replacement shorter curtains has just picked this option. NOT THIS CUSTOMER, she says thats not an option because the gap between the top of the heater and the window is not 250mm therefore she cannot shorten her curtains.

So now what, we are at a lost end, she wont make room for the heater else where and let us move it and she wont let us install the old one and she wont shorten her curtains yet shes demanding we fix the problem.
In comes the 'friend expert' her friend is now suggesting the only option is to have the curtains removed and special blinds fitted in this lounge, and the WE have to pay for them, she goes on to say they are expensive and could expect to pay £300 per window, the lounge has 6 windows (2 don't even have curtains) and shes also suggesting that we should pay for all 6 so they match. This is just INSANE!

I wholeheartedly feel that im being made to look like a terrible trades man and cannot see how in anyway, shape or form i can be expected to fork out for 6 blinds! At this point she will be getting brand new heating in her whole home and furnished out of my pocket!

I know this was a long post and i thank anyone thats made it this far, im really at a lost end and dont know what to do, we are honest and fair people, and work by the principal of never installing something i wouldn't want in my own home. and i would never carry out something that i consider dangerous or I WILL be loosing sleep at night.

Im not sure if i should give the NICEIC a call or what. what would you guys do in my situation? is the customer right? is there anything else i can do to make the heater comply, like some sort of cover?
To the best of my knowledge you cannot buy short storage heaters, unless anyone knows of some?

(i would also like to note that the reason it has been 2 weeks before we have revisited is because the customer phoned up to complain on the NIGHT of my flight, i was going on holiday for 11 days, therefore that is why i wasn't able to return sooner)

Below is an image of the storage heater.

View attachment 52140

Sounds like a job for a solicitor then

 

[wsoppitt]

Just fit a warm air curtain heater and tell her it's got better circulation with it blowing down.

 

[KWCFC]

Just block her number and concentrate on your decent clients.

Probably why I'm not self employed....

 

[ipf]

Just fit a warm air curtain heater and tell her it's got better circulation with it blowing down.

Don't know about blowing it down...….more likely to be blowing it up...…. pretty close to an explosion, in my book, anyway.
Stupid pair of ignorant witches, by the sound.

 

[edexlab]

Just a thought
Did She offer any paperwork from this Fire safety officer? Or their name and contact details?
I think I'd contact them myself and ask to speak to the person involved,
I'd put money on they'll say they know nothing about it ,

If She has contacted them then this can go to your advantage as they'd be able to see that you are trying to resolve things and the customer is being difficult!

I've heard of situations like this where the tradesman has asked to see reports etc dated correctly etc and the customer has been found to be lying and then backed down

 

[ipf]

Just a thought
Did She offer any paperwork from this Fire safety officer? Or their name and contact details?
I think I'd contact them myself and ask to speak to the person involved,
I'd put money on they'll say they know nothing about it ,

If She has contacted them then this can go to your advantage as they'd be able to see that you are trying to resolve things and the customer is being difficult!

I've heard of situations like this where the tradesman has asked to see reports etc dated correctly etc and the customer has been found to be lying and then backed down

Yep. It could well be 'calling her bluff' time. She's not a leg to stand on, when it comes to the crunch. Get it all written down, explain the lengths you've gone to trying to resolve the situation and demand full payment. If no result...small claims court.

 

[Phil L]

Tricky one

On one hand I imagine you would like to tell them where to go but have spent to much time and effort building up a reputable business that’s not really an option, sounds like these women would make sure people only heard you walked away and left a dangerous install (in there words)

As most are saying try and get some of this in writing, no way would a court find in her favour if you have suggested multiple ways to rectify this

Good luck

 

[Pete999]

Yep. It could well be 'calling her bluff' time. She's not a leg to stand on, when it comes to the crunch. Get it all written down, explain the lengths you've gone to trying to resolve the situation and demand full payment. If no result...small claims court.

And if that don't work, there is always the Sheriffs, love to see that on the Box.

 

[telectrix]

she is definitely trying to have your pants down. take it to court, no offers, no messing. you done job as required. contract is satisfied on your part. last one i had like this, i sent 2 big scousers over with sledgehammers. customer paid up while he still had windows.