First customer dispute... Where do I stand?

[TPES]

7yrs and had my first customer dispute... Now I don't know what to do.

Sorting out a lot of dodgy connections on a big amount of ELV downlights on the loft, all connector blocks wrapped in tape and a lost Neutral.

Had a part drum of 1mm in the loft, used what I needed and left about 8 meters on the drum, the almost empty drum fell from the top of the loft hatch and landed on the landing floor below.. Customer comes upstairs and says "did you drop something?" I shouted down from the loft, sorry the empty cable drum fell from the hatch.. She says I have chiped the paint on the wall and it's only just been decorated.. I apologised from in the loft and said I'm sorry If I have done any damage I'll get it sorted or pay to get it sorted. After coming down from the loft 20 mins later I saw the mark on the wall about the size of a 20p peice.. Very smooth, no paint flakes on the floor below it. And the empty cable drum had soft floppy card board edges.. I know 100% I had not done this as I had seen this mark before I even started any work or got into the loft first thing..

Turns out that evening after the lady spoke to her husband he wants me to paint toluene wall... Now for me it's the principle, I said if I had done any damage in your house I would have come and told you straight away. You wouldn't have to come instantly to tell me..

He asked me to go and have a think about what I want to do about it.

There's nothing for me to think about.. I know 100% I didn't do it.. If they think about it properly they will realise I couldn't have.. Very smooth paint flake from wall.. Plaster has not the slightest dent in it.. Plus I seen the mark before I started work!!!!

I know it's wrong but the only thing in my favour is I still have there test certificate in my possession..

I don't want to offer to give them money or repair it because that's like admitting I did it.. And I didn't

What are my options? What would you do?

 

[Gavin A]

life's too short, just paint it, it'll save you hours / days of grief, plus none payment for the work you did.

 

[plugsandsparks]

*hit happens, fix it, consider it a freeby.

Not worth worrying about whose right and wrong

 

[markc123]

Agree with Gavin unfortunatley, get a tub of paint - the same colour, or not if you're feeling cruel. Paint the 20p sized shape, literally 1second job and then keep the paint tin and take it home with you.

Unfortunatley, the customer is always right. Although, 99% of the case it isn't.

 

[HandySparks]

As it's only just been painted, ask them if they have the paint tin. Depending on how much is left, you can touch it up or repaint. At worst, it'll say what the make and colour is.

It's a reminder to point out to the customer any existing damage in the area you're working in. Then they've much less chance of trying it on.

 

[kingeri]

Had this with a granite kitchen worktop once, lady said I had chipped corner of it, and it cost thousands of pounds etc. I wasn't working anywhere near it and hadn't even been past it. I stood my ground on that one, and told her if she is serious she needs to put it into writing to my solicitor. She never did.... (thankfully).

 

[kingeri]

Ha, just seen date on this thread, don't know how I even ended up viewing it. Sorry!

 

[Admin]

You go for it mate. Pulling up old threads is good for the forum if you have something valuable to add to it.

 

[overskilled]

Had this with a granite kitchen worktop once, lady said I had chipped corner of it, and it cost thousands of pounds etc. I wasn't working anywhere near it and hadn't even been past it. I stood my ground on that one, and told her if she is serious she needs to put it into writing to my solicitor. She never did.... (thankfully).

Be glad you don't have an "In Court Advice Service" locally...bunch of taxpayer funded legal parasites out to stick it to any small business (won't try it on with big business...no then they'd be up against someone able to afford lawyers), send threats of court action and offers to settle for "modest" 3 or 4 figure sums and have the cheek to say they are "doing you a favour" (bloody rich that one, especially when trading standards told me they tried to have me shut down and came ranting and raving on the phone to them making wild accussations, told me they wouldn't take any action and that my contracts were compliant with TS laws, albeit I needed to issue a "contracts made within the home cooling off waiver" and get it signed, else the customer should be made to wait 14 days. Otherwise they were happy and said the worst said customer could do was sue for breach of contract but 99% don't bother due to the cost...said customer did...not surprised...he was a right arrogant twunt)...worst of all..most of their clients earn high 5 or 6 figure sums....and so could afford their own representation, instead they sponge off the rest of us. Ask them to chase a customer refusing to pay and they suddenly don't do legal representation...total and utter parasites.