Accused of scratching window - advice appreciated

[doneanddusted]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

 

[Pjj]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

Dear me that’s some serious scratches no brush would have done that looks like they have rubbed a scourer over the glass , I certainly wouldn’t be paying for that would tell them straight I haven’t caused that damage and instant dump

 

[Part Timer]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

Unless you use a brick to clean windows there is no chance a brush could do that much damage. As you say they've probably done it then got you to do them again so they could try and blame you. Chancers, just deny it and ask them for proof that it was you.

 

[doneanddusted]

Dear me that’s some serious scratches no brush would have done that looks like they have rubbed a scourer over the glass , I certainly wouldn’t be paying for that would tell them straight I haven’t caused that damage and instant dump

I know I've told him via text multiple times. He says he can't prove it was me, only that they weren't there last summer and I'm the only one to touch the windows. He's still asking for my insurance details.

Unless you use a brick to clean windows there is no chance a brush could do that much damage. As you say they've probably done it then got you to do them again so they could try and blame you. Chancers, just deny it and ask them for proof that it was you.

If its not caused from them trying to do it themself i wonder if it could be the string lights...
either from putting them up or wind blowing them against the window

 

[Scrubsy]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

@doneanddusted absolutely no chance you've done that mate. I would explain as politely as possible that a window cleaning brush is exactly that. You've cleaned all the other windows and the neighbours without issue. I would even often to take the brush and let them try it on a window themselves to prove it couldn't possibly have done that. If they insist on insurance say you'll contact your insurance first. What they've done is b*llocksed up their window with hanging lights blowing about in all the storms we've had for months on end, and and chancing their luck you'll pay for it. They have no shame mate. Really annoys me someone trying to earn a living and then scumbags take advantage of them.

 

[doneanddusted]

@doneanddusted absolutely no chance you've done that mate. I would explain as politely as possible that a window cleaning brush is exactly that. You've cleaned all the other windows and the neighbours without issue. I would even often to take the brush and let them try it on a window themselves to prove it couldn't possibly have done that. If they insist on insurance say you'll contact your insurance first. What they've done is b*llocksed up their window with hanging lights blowing about in all the storms we've had for months on end, and and chancing their luck you'll pay for it. They have no shame mate. Really annoys me someone trying to earn a living and then scumbags take advantage of them.

Thanks. I took the brush round and he wasn't in...just his wife. I asked if she wanted to see and she said "honestly i don't really care" (seemed like she knew more than she was letting on)

I texted him saying i was there if he wanted to come look at my brush to which he said "i don't need to see the brush, i know what it looks like and if you don't think you caused it there is no way i can prove otherwise" only to text me again today... 3 weeks later asking for my insurance details

 

[Bell Pallisey]

do not reply to them , [apart from a verbal "it wasnt me" ]whatever you do dont write . Youll just trip yourself up if you do. let THEM do all the legwork ,play the long game.That sort of person has a track record of fraud and has possibly had a few payouts but your best bet is do nothing and totally ignore them .

 

[Part Timer]

it could be the string lights...
either from putting them up or wind blowing them against the window

No chance of the lights doing it either in my opinion. He's also said by text he can't prove you did it.

 

[Master Jedi Alejandro]

I wanna add here my understanding that you’re not legally required to pass on your insurance details, it’s not a motor claim. And since he has already said he can’t prove it was you, then that’s that. If he keeps texting you then I would provide a work email, tell him to only correspond that way, & block his number. I would possibly even add ‘we have already stated our stance that we did not and could not of caused this damage. We consider this matter closed.’ Like others have said, he doesn’t have a leg to stand on and by repeatedly messaging the same thing with no additional or new evidence it could be viewed as harassment.

 

[Marko067]

If it was the lights then they are probably not scratched anyway. Just looks like it. It'll possibly be residue left by the plastic they are made from (looks like scratches though). I've had this with those plastic topiary balls you sometimes see hanging by front doors. It will need removing with a new razor scraper blade as it doesn't rub off easily

 

[ched999uk]

Looking at the radius of arc the marks appear to be done by something about 18" away. If it where from a brush from the ground the arc would be much more gentle as the radius would be 16ft+ away.
It looks to me like either someone reached out of the window to remove bird muck or they had something else that could be blown by the wind hanging out of the window opener on the bottom right.
The string lights would have made an arc going from right to left but in an upward direction, the scratches appear in a downward arc.

I can't see how it's possible, even with a brick on your pole to create an arc of that radius. Unless you wfp from a ladder with an 18" pole!

 

[Iron Giant]

I'm guessing that the husband has caused the scratches by trying to remove a massive amount of bird then got his backside kicked off his wife then got a quote for a replacement unit and fainted at the cost so 3 weeks later you're to blame,

His wife is likely sick and tired of her husband banging on about it hence her reply to your home visit,

I wouldn't block it his number yet and keep a copy of all the texts back and forth for a good few months and if he pops up on social media slating you threaten to have him done for slander and don't disclose any part of this saga on social media or anywhere else.

 

[doneanddusted]

I'm guessing that the husband has caused the scratches by trying to remove a massive amount of bird then got his backside kicked off his wife then got a quote for a replacement unit and fainted at the cost so 3 weeks later you're to blame,

His wife is likely sick and tired of her husband banging on about it hence her reply to your home visit,

I wouldn't block it his number yet and keep a copy of all the texts back and forth for a good few months and if he pops up on social media slating you threaten to have him done for slander and don't disclose any part of this saga on social media or anywhere else.

You're probably right! Fortunately i don't advertise or have a company logo on my van so all he knows is my name. He doesn't have social media from what i can tell but i'll keep an eye out.

If all else fails i have lawyers in the family and the police commissioner's a customer of mine!

Seems like i'll have to let the neighbour down also, as I don't really want to go back while he's trying it on.

 

[doneanddusted]

No chance of the lights doing it either in my opinion. He's also said by text he can't prove you did it.

So what do you reckon...best to just ignore him?

 

[doneanddusted]

I wanna add here my understanding that you’re not legally required to pass on your insurance details, it’s not a motor claim. And since he has already said he can’t prove it was you, then that’s that. If he keeps texting you then I would provide a work email, tell him to only correspond that way, & block his number. I would possibly even add ‘we have already stated our stance that we did not and could not of caused this damage. We consider this matter closed.’ Like others have said, he doesn’t have a leg to stand on and by repeatedly messaging the same thing with no additional or new evidence it could be viewed as harassment.

Thanks Master! That's super helpful

 

[Part Timer]

So what do you reckon...best to just ignore him?

If you haven't done so already deny you did it, clearly stating that it isn't possible to damage glass that badly using a water fed pole and brush. If he keeps getting in touch, say you've already admitted that he can't prove it was you and to stop harassing you.

I wouldn't stop doing his neighbours, unless it's not financially viable, either.

 

[Scrubsy]

@doneanddusted I have a customer who got bird mess all down a patio door. The cleaner she used got a piece of plastic (a credit card I think) and used it as a scraper. It didn't look too bad until the sun was on it and there were scratches all over. If it's not the lights blowing about - we had a neighbour who had strings of lights out all year round and they were always battering off the windows and scuffing along - then something similar with bird mess might have happened. People don't realise that if you give it a good soaking it will come off easier. Hope it all works out for you buddy.

 

[doce]

All quite simple really. They have scratched windows. You didn’t do it. They have no evidence to support any claim that you did it, apart from the fact that you cleaned the windows. That’s insufficient evidence for any successful legal claim. They have no contract with your insurer - only you. And therefore no right to know who your insurer is, because any claim would have to be made against you.

Be polite, obviously, but refuse access to the insurer on the grounds that any claim has to be made against you. Explain that you weren’t responsible, and that any claim would fail because there’s insufficient evidence. Make it clear that you will resist any claim, simply because it’s not your responsibility, and leave it at that. Highly unlikely you’ll hear anything further.

 

[garymabbott]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

Hiya, Don't often post but this sort of thing really annoys me.
Same thing happened to me years ago. Explained to the customer that a soft bristle brush in no way can damage or scratch glass. Has to be a diamond or something made of metal to do this. Customer still insisted so I told them that as a a member of the federation of master window cleaner was covered 24 hours a day for legal cover & that I could successfully sue them for deformation of character for the sum of of £250000 if they continued with there unfounded allegations. Needless to say I didnt hear from them again.

 

[Crystalalan]

It would be interesting to find out what their neighbour thinks of them ie what sort of people they are.

 

[dazmond]

Hi folks,

Longtime lurker looking for some advice.
A (bad) customer of mine has accused me of scratching their window ....which I know I didn't do. I would have seen it, heard it, felt it.
They always take weeks to pay and skip cleans... it's on a 8 weekly schedule.
I shouldn't have gone back to clean again but as it was next to another customer I thought I'd give them another chance.

They accused me a week later... bit weird as it's their bedroom window and they would have seen it a lot sooner.
They hadn't had their windows cleaned for 4 months prior to this due to them skipping cleans. So 4 months of dirt in the darkest
months of the year, it would have been hard to see any scratches.

The scratches are in a motion i don't ever clean in with WFP. Also it's only on the 1 window. What i haven't told the customer yet is
that I showed a glass specialist who said the motion is consistent with leaning out trying to clean it themself...which they've probably been doing if they've been skipping cleans.

They also have very long string lights dangling down which could have been hitting the window with the strong winds we've had.
Also on google maps i've noticed scaffolding here... but that was 2021.

I've attached the picture and am unsure how to proceed. I don't want to admit liability for something i know i didn't do but the customer
wants my insurance details.

Any advice would be appreciated!

Thanks

There is no way you ve done that to the windows mate!
Dump the job and block his number.problem solved.

Keep on doing the neighbours (if their good customers) and if you ever see him again just smile and wave....they hate that!