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

[Weezy]

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.

 

[Andy78]

Does the expert friend work for a bespoke blind company ?

I would take it on the chin and move the rads for free to a suitable location. Offer this in writing and get receipt of delivery. If she refuses to move a mirror to move one of them that is not grounds to get you to pay for bespoke blinds. This is a reasonable offer of solution and her demands are unreasonable. Any court would see it that way.
Everything in writing from now on as this has the hallmarks of going further.

 

[Pete999]

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 52139

Tell the Dopey Woman to get Her drapes shortened, heard some BS in my time but this takes the Biscuit,

 

[littlespark]

That’s the new heater? If so it does look pretty close to the curtains.
If the old heater was only an inch less height, get someone to sew the curtains an inch shorter.

You’ve done the job you were asked to do. Send her a big red invoice.
If there’s any argument, you just say there were no curtains there when you fitted them.
Your word against hers

 

[Pete999]

Tell the Dopey Woman to get Her drapes shortened, heard some BS in my time but this takes the Biscuit,

Bit of a mix up so sorry
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That’s the new heater? If so it does look pretty close to the curtains.
If the old heater was only an inch less height, get someone to sew the curtains an inch shorter.

You’ve done the job you were asked to do. Send her a big red invoice.
If there’s any argument, you just say there were no curtains there when you fitted them.
Your word against hers

Trying it on Mate

 

[davesparks]

Make sure you have everything in writing and keep records of all communications as this could end up going down legal processes.

I would ask for the written report from the fire safety officer and the friend who knows about these things.

You could contact the manufacturer of the heater to ask their advice on whether loose curtains above are included in the restriction or if that is just for solid objects. It's a long shot I know but may help.

 

[James]

Don’t be scared about the fire officer, ask for his or her contact details.
I think you are being stitched up.
Call there bluff and in the first instance I would write to them asking for all there concerns to be detailed in a letter to you.
Ask them to include contact details for any experts they have involved so you can work towards a solution.
Suggest in the letter that if they have safety concerns they should allow you access immediately to isolate the heater until it’s safety can be assured.

 

[Deleted member 105166]

It looks like those curtains could be turned up a good three inches - certainly giving more room between the top of the heater and the bottom of the curtains than existed previously. However that may or may not be relevant, ultimately the heater manufacturer's instructions must prevail.

 

[Dan]

I'd ask for everything in writing too.

If they're charging to do reports out of hours they'll lose their job. So this is just somebody she speaks to a lot in the street and they won't put it in writing.

Move it though. And walk away with head held high.

It's Friday the 13th!

 

[Pete999]

Did Mrs Woman choose the heaters? leave it and let her take it to court see what the Hanging Judge makes of it, Silly woman, and her know all Mate

 

[Andy78]

Don’t be scared about the fire officer, ask for his or her contact details.
I think you are being stitched up.
Call there bluff and in the first instance I would write to them asking for all there concerns to be detailed in a letter to you.
Ask them to include contact details for any experts they have involved so you can work towards a solution.
Suggest in the letter that if they have safety concerns they should allow you access immediately to isolate the heater until it’s safety can be assured.

I think so too.
Your suggestion is good, play the game they started and play it by the book.

 

[rolyberkin]

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.

 

[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.

Was going to disagree but you are correct.

 

[Weezy]

Does the expert friend work for a bespoke blind company ?

I would take it on the chin and move the rads for free to a suitable location. Offer this in writing and get receipt of delivery. If she refuses to move a mirror to move one of them that is not grounds to get you to pay for bespoke blinds. This is a reasonable offer of solution and her demands are unreasonable. Any court would see it that way.
Everything in writing from now on as this has the hallmarks of going further.

My thoughts exactly...
Thanks for the advice, this is what i was hoping to do, today we even turned up at 4:30 in the afternoon to move it for her becuase "thats the only time shes in" and she wouldn't let us do it because like i say she didn't want to mover the mirror or sofa side table...
What makes it worse is the women is really dramatic, you can be talking to her normally then all of a sudden she starts shouting, at one point she almost started to cry, me and my colleague where just lost for words!

 

[Deleted member 105166]

Your written communications, particularly where you are offering a concession/compromise/solution, should be headed "without prejudice".

 

[Pete999]

Tell the Dopey Woman to get Her drapes shortened, heard some BS in my time but this takes the Biscuit,

Arrange for a revisit and take some paper hanger's scissors along and ask her how much of her drapes she wants cutting off, watch the colour drain from her face, but don't laugh for Heavens sake it will give the game away, cuz that is what she is playing at, Dopey Woman.

 

[Toneyz]

I don't think it's a big issue, see what the manufacturers say. She is trying it on.
Is there not another heater that you could fit that is not so tall?

 

[Weezy]

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.

Obviously her old heater is probably on a scrap yard or being turned into bean cans right about now, so if i remove the heater i supplied i still owe her a replacement heater to match the same as she had before surely? I guess id have to find a old style one from some where, since they dont make them anymore.

 

[davesparks]

You may find someone has some old stock if you need to fit an older style heater

 

[Weezy]

I don't think it's a big issue, see what the manufacturers say. She is trying it on.
Is there not another heater that you could fit that is not so tall?

The one we fitted was a Newlec fan assisted heater that the reps tell me is the exact same model as dimplex just been re branded. i will have a look around in case i can find something but iv yet to see a shorter one on my travels...

 

[Pete999]

I don't think it's a big issue, see what the manufacturers say. She is trying it on.
Is there not another heater that you could fit that is not so tall?

Probably, but that's why I asked who chose the heaters in the first place, most people would have checked the clearances out, at least my Mrs would have, She would want chapter and verse as would her Twin Sister, and there was I thinking Twin Girls were cool. no chance, double trouble nearly 50 years experience of them believe me. it's no joke, just years of tearing my hair out.

 

[Weezy]

Tell you whats funny though is as i was standing there, taking this grilling from 2 middle aged women about how iv "let them down" "feel so disappointed" "having sleepless nights in case i go up in flames" etc. in the next breath one of them tells me she wants loads of lights wired in a church, with more work to follow in her house and the other reminds me shes some sort of estate agent (hinting at she can get me work from else where)... yeah, even if thats true love, i think working for them is the last thing i will ever consider.

 

[Dustydazzler]

Has the customer paid for the heaters ?

If not then go back round remove all the heaters , put the old ones back on and leave the place tidy.

 

[Weezy]

Probably, but that's why I asked who chose the heaters in the first place, most people would have checked the clearances out, at least my Mrs would have, She would want chapter and verse as would her Twin Sister, and there was I thinking Twin Girls were cool. no chance, double trouble nearly 50 years experience of them believe me. it's no joke, just years of tearing my hair out.

In regards to the heaters, we brought the same ones we always buy in the correct KW to suit of course, and in all honesty i said i will admit that at the time the curtains where held back by them wall tie things, and it just didn't cross my mind, i hold my hands up to that.

In my experience over the years however iv seen FAR Worse, i went to one customers house that had a 4 seater leather sofa pushed up against one in the lounge, a chest of draws twice the height of the heater against it in the bedroom and in the back room had floor length curtains draped over the thing...

In my head i know that the chances are ofc very remote something would ever come of this, but since the manual states it should be 250mm they wont have any of it.
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Has the customer paid for the heaters ?

If not then go back round remove all the heaters , put the old ones back on and leave the place tidy
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Oh...

And send her a link to this video for her to watch

Unfortunately the old ones have been scrapped and no she still owes us about 3 thousand pound... (not just for the heaters ofc, we replaced two consumer uints as well)

 

[Deleted member 105166]

In my head i know that the chances are ofc very remote something would ever come of this, but since the manual states it should be 250mm they wont have any of it.

What is the distance from the bottom of the window sill to the top of the heater?

 

[Dustydazzler]

In regards to the heaters, we brought the same ones we always buy in the correct KW to suit of course, and in all honesty i said i will admit that at the time the curtains where held back by them wall tie things, and it just didn't cross my mind, i hold my hands up to that.

In my experience over the years however iv seen FAR Worse, i went to one customers house that had a 4 seater leather sofa pushed up against one in the lounge, a chest of draws twice the height of the heater against it in the bedroom and in the back room had floor length curtains draped over the thing...

In my head i know that the chances are ofc very remote something would ever come of this, but since the manual states it should be 250mm they wont have any of it.
[automerge]1568404840[/automerge]


Unfortunately the old ones have been scrapped and no she still owes us about 3 thousand pound... (not just for the heaters ofc, we replaced two consumer uints as well)

Sounds like a job for a solicitor then

 

[SparkyAndGeorge]

The curtains were not there when you installed them, right?

 

[Andy78]

Tell you whats funny though is as i was standing there, taking this grilling from 2 middle aged women about how iv "let them down" "feel so disappointed" "having sleepless nights in case i go up in flames" etc. in the next breath one of them tells me she wants loads of lights wired in a church, with more work to follow in her house and the other reminds me shes some sort of estate agent (hinting at she can get me work from else where)... yeah, even if thats true love, i think working for them is the last thing i will ever consider.

They're at it for sure. The promise of work is designed to make you roll over as is the emotional outburst.

Take the advice and have everything in writing from now on. From both sides.

 

[Toneyz]

I think the reason for the gap above is more to let the heat escape effectively.

 

[Weezy]

What is the distance from the bottom of the window sill to the top of the heater?

I wanna say from memory about 5 inchs so 130mm ish (i should have it written down in the van) the heater from Floor level is 29 inches (740mm) tall, yet to find one shorter than that of the new style.
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They're at it for sure. The promise of work is designed to make you roll over as is the emotional outburst.

Take the advice and have everything in writing from now on. From both sides.

Yeah you live and learn even after all these years, didn't expect it form a church go'er but then again its normally the ones you least expect.

 

[Deleted member 105166]

I think the reason for the gap above is more to let the heat escape effectively.

...as opposed to most of the heat ending up between the window and the curtain!

 

[Weezy]

Sounds like a job for a solicitor then

I was starting to slide towards paying for the bloody blinds just to get my money and be done with it but theres no way im paying for all 6 windows.

 

[Andy78]

I once had a woman try it on. Asked me to put up two light fittings in the kitchen and diner and some other bits.
She kept encouraging me, multiple times, to use her dining chairs to stand on for the ceiling lights instead of my steps. It's ok she said, I'm throwing them out tomorrow we are getting some new ones. I still declined.
Calls me the next day, you owe me £600 for new dining chairs as you must have scratched the back of one with your toolbox. Thought you were throwing them out anyway ? Yeah well. Not now.

Told her no chance over a few phone calls and emails and she eventually went away. Like a bad smell.

 

[James]

Once you have the written request from them,
Depending on the content the next thing I would be doing is removing the heater by the window.
Remove it from the bill and send them the final invoice.
Stating that as per discussions a heater of that type can’t be fitted under the window until the customer has removed the hanging drapes.

Do this right, by the book and in writing.
The court is likely to be your friend in this case.

 

[rolyberkin]

Obviously her old heater is probably on a scrap yard or being turned into bean cans right about now, so if i remove the heater i supplied i still owe her a replacement heater to match the same as she had before surely? I guess id have to find a old style one from some where, since they dont make them anymore.

My point is that she asked you to replace heaters, you have done that, she really not going to have a heater in the lounge, all she needs to do is tell you where it is going. She will need to move the mirror or make some concessions but that is not your concern. Hold your ground.

 

[Weezy]

Once you have the written request from them,
Depending on the content the next thing I would be doing is removing the heater by the window.
Remove it from the bill and send them the final invoice.
Stating that as per discussions a heater of that type can’t be fitted under the window until the customer has removed the hanging drapes.

Do this right, by the book and in writing.
The court is likely to be your friend in this case.

I would like to do this, however when i brought the topic up of removing the heater so she doesn't 'worry about it' shes then repeatedly started saying "No, no, you cant do that, what will i do for heat, you cant leave me with no heating, you need to fix this, winter is coming and i cant go without" i replied with "i will find you a replacement that matches the one you had before" she then cut me off saying "thats no good! i want energy efficient ones, nope, no, thats not an option"

and so on, i doubt very much she would willingly give me access to her house to remove my heater...
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I once had a woman try it on. Asked me to put up two light fittings in the kitchen and diner and some other bits.
She kept encouraging me, multiple times, to use her dining chairs to stand on for the ceiling lights instead of my steps. It's ok she said, I'm throwing them out tomorrow we are getting some new ones. I still declined.
Calls me the next day, you owe me £600 for new dining chairs as you must have scratched the back of one with your toolbox. Thought you were throwing them out anyway ? Yeah well. Not now.

Told her no chance over a few phone calls and emails and she eventually went away. Like a bad smell.

Mate! i swear if we didn't have to deal with customers this job would be easy...
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My point is that she asked you to replace heaters, you have done that, she really not going to have a heater in the lounge, all she needs to do is tell you where it is going. She will need to move the mirror or make some concessions but that is not your concern. Hold your ground.

Yeah, okay i understand what your saying, its hard though, you get one complaint and it can ruin your reputation, im trying to tip toe around this as much as possible.

 

[Des 56]

The woman seems to have a skill in amateur dramatics and you have bitten hard
This is not something that you are going to resolve by yourself

Take the advice given in post 26 and engage a solicitor to act from herein

 

[Wilko]

Hi - sorry to hear of your troubles. I’m thinking that if it turns out the new heaters really shouldn’t be placed there and Customer won’t permit them anywhere else, then perhaps the old heaters just need to go back - and you were never there. Not practical, I know as the old ones are probably in the bin.

 

[snowhead]

Don't panic, I have the solution.
BRICK the window up, no curtains required...

 

[edexlab]

I heard of a claim like this in a social housing contract,

The guy investigating it contacted the manufacturer re the clearance height where they confirmed the measurements in installation manual.

He asked what the risk of fire was with the temperature of the convected air and they couldn't confirm that it could cause a fire ie no real testing data as they can't recreate every scenario
The issues it seemed were more about claims for damage to furnishings ie paint , wallpaper and curtains deteriorating from the heat but they had to cover themselves for people burying the heaters under material and furniture etc in case something did happen.

Obviously some materials can give off volatile fumes when heated, although I don't know if this could apply to the above

I don't know if he got anything on paper stating this but nothing was changed and the heater stayed.

I know fires can be caused by faulty electrical storage heaters but I've not heard of a case where it was proven that the heated air from a storage heater caused a fire...

 

[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.