I have a folder just for her called, "Crazy Ass Customer"
No formal name needed here.
When she first called for information I knew she was going to be difficult. Difficult in the sense of nothing was going to be easy with her. She asked so many questions and she wanted all the minutiae of details. All were given. Her english wasn't the best. (middle eastern) and I wanted to be sure she understood everything we spoke about so I followed up with emails. Hoping that the written word would be easier to understand if I spoke too fast or whatever the issue.
From my corporate job I had always CYA'd (covered my ass) myself by saving emails into a folder. It always came in handy. And boy did it ever this time.
She wasn't happy with the price after our long conversation and that was what I thought would be the end of dealing with this difficult woman. Oh but I got lucky, she called back.
You see she had a contractor like us do this for her before. She was most unhappy and she wanted us to fix it. (first sigh) We went to her home to give her an in home estimate. Even though I quoted over the phone everything Rick would be telling her I felt it very important to see this one in person because she was so difficult. I did not want to leave any stone unturned.
Rick got to her home and saw a lot of small and larger dents in her tub. Yes the finish was peeling from the prior contractor but the real issue was the tubs very old porous dented finish. He explained what he could and couldn't do. And let me take a moment to explain to you.
A tub like a car may have dents. With a car you pound them out from the back side or behind the dent. With a tub you can do that if you remove the tub but she wasn't doing that. It was staying in place. So in order to fix them we could fill in the small ones but the larger ones wouldn't be possible to fill. It was explained to her that the larger ones would look better refinished but she would still see them. Could she live with that? She said yes.
Now normally this is when our employees would get them to sign a document stating that they understand that the dents can not be removed unless the tub is removed and at that point you should get a new tub. But Rick didn't do what he instructs his employees to do. Our mistake that will bite us in the ass.
When this crazy ass customer (CAC) called to book the appointment I went over all this information again. I also sent an email confirming the date/time and a document that explains what the customer has to do prior to our arrival. I go over this on the phone in depth but I ask that they read this as well and send back to me. She did. It states to remove all items from the bathroom and if they don't we are not responsible for any damage that could occur. (things like remove shower curtain etc)
As we were discussing what to expect she asked if we would enclose her whole bathroom and the door leading to the hall with plastic. I said we don't do that and I went on to explain what is done. She said that was unacceptable, she wanted plastic. I told her I would get back to her after I asked my "boss". Rick said he would go to home depot and buy this for her to give her a comfort level. I felt he shouldn't (because I am a bitch) because I thought this was our out, she is going to be a pain in the ass. He did it anyway.
She was not there the day of the job. She came home and wrote us an email. She said it was so smelly (this too was discussed thoroughly prior to booking) she would have to move out of her home. (OH MY GOD) She also said she could see dents.
I again explained the above information. She was not happy. I made an appointment for Rick to go back to see what the issues were and to make her happy. She was still not happy after he did it over again. She called and said there was a footprint that was white on her tile. I said if we have Rick coming back in 2 days he can take it off for you. (I doubted it since they wear booties but you never know, just becuase it has never happened in 10 years doesn't mean it didn't this time right?)
She said she wasn't going to wait, what could she do. We told her to use acetone and it would wipe it right off instantly. When Rick arrived 2 days later there were no signs of any footprint.
Rick went over all that he could and couldn't do and she wanted it done again. So Rick did it again.
All of this is free of course to make a customer happy.
She then wrote 2 days later that she could see dents if she looked closely, that the big ones were still there and she was tired of us coming out to her home with toxic fumes. She asked for a PARTIAL REFUND.
Now one of the things I learned in contract negotiations is if you say a number, it is always remembered. So I answered her email requesting a partial refund with "a partial refund is on it's way." She didn't ask for an amount. (her mistake)
We immediately sent her a check of 50%.
That is when the trouble really escalated.
She wrote a review on Home Advisor stating we were unprofessional, we damaged her shower curtain, her rug, her mirror etc. All of which were not in the room and if they had been according to the document she signed she knew they could be damaged. She said she had to have her shower curtain dry cleaned. (oh please) But it wasn't even up when we were there so this is news to us.
Then she said she feels we shouldn't just send a check to get rid of her she now wants a full refund.
So to address Home Advisors request from us we sent them the emails she sent us requesting a partial refund. They told her she got what she asked for and the case was closed.
Then she went to the BBB. Now she is fired up, making lie and accusation after accusation. She said I was flippant in my email. Thankfully the BBB had all my emails. Hey I can be snarky, read my blog. But bitch I am never snarky at work, I wear a Peggy face, and trust me I wasn't the least bit snarky I kissed your ass and it made me ill.
She told the BBB that her children were exposed to toxic fumes by us that could kill them.
The state of VA regulates our VOC's so she couldn't win that one either. She quoted an article in NYC Daily News about Refinishers dying from the toxic fumes. Not a customer, but refinishers who don't wear respirators. She was digging a hole for herself.
I had to respond to the BBB about her compliant. I attached all emails and went through them one by one along with the email that supported what I was saying she wrote to us.
She then wrote again saying in all caps that we were liars, unprofessional and she being the customer had every right to change her mind and ask for a full refund now because she wants a 3rd contractor to redo the job.
The BBB came back with the following this afternoon:
Although the consumer has not expressed satisfaction in the resolution of the complaint, the BBB has determined that the response from your company addresses the disputed issues and exhibits a good faith to resolve the complaint. Therefore, the BBB has decided to close the complaint.
If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
The Better Business Bureau
How much you wanna bet we haven't heard the end of her.
I did state in the last complaint response that she was now getting into slander.
Her lies were too long to list here but trust me they are big and as lies go, not even remotely close to the truth. We said our next step would be legal action. And it will.
Aren't people fun? Yea, that is why I hate people.