Got called out by a homeowner in Phoenix for leaving a scratch on their brand new fridge

I was doing a simple compressor swap on a Samsung fridge last Tuesday. Finished up, packed my tools, and the guy comes over with a flashlight and points out this little hairline scratch near the ice maker. I didn't even see it when I came in. He wanted me to fork over $200 on the spot or he'd call my boss. Now I walk around every job with a bright headlamp and take photos of the appliance from every angle before I touch anything. Has anyone else had a customer pull something like that over a tiny mark?

3 comments

3 Comments

skyler_baker22d ago

Yeah I had almost the exact same thing happen in Tucson a couple years ago. Lady claimed I nicked her countertop during a dishwasher install. Now I do a full walkthrough with the customer and take time stamped photos on my phone right in front of them before I start. I also point out any existing damage myself and ask them to confirm it was already there. Saves a ton of headaches and makes them feel like you're being thorough instead of defensive.

sams2521d ago

Man that sucks, I feel your pain on that one.

lee_ward5421d ago

Buddy of mine had a customer try to blame him for a scratch on their hardwood floor that was totally there before he even brought his tools in. He learned the hard way too and now he does that same photo thing with a timestamp app. Works like a charm from what he tells me.