Window Genie of Cincinnati North & East

"This is not one of our regular customer situations but a first time Living Social half price deal. Member has accused the Window Genie team of scratching a piece of furniture while cleaning her windows. We had two very experienced techs at her home for the window cleaning that day and they are positive that they did not scratch or touch her night stand. Our Window Genie policy and training requires: 1) that we do not place anything down on a customer's furniture and 2) that we require our customers to remove any knick knacks or obstacles that may impede our ability to clean the windows. Our regular customers know the routine so their property is not damaged. This situation is a perfect example of why that policy is in place. The night stand did not impede our ability to clean her windows. The slider windows in question were taken out and laid on a towel on the floor to keep the dirty water from dripping on the carpet. Nothing was laid on the night stand. I am not sure what equipment could have scratched her furniture as our gear is mostly plastic and rubber. We carry our equipment in a protective sleeve on our belts. The Member followed the team around and was satisfied with the work and signed off on the invoice. This policy has been the same for 16+ years. I did offer to take a look at the situation. We played some phone tag and the customers were on vacation at one point. It is my fault that several opportunities to review the situation were missed. I absolutely could have communicated this better to the customer, but the result would still be the same. We were going to be blamed for something we did not do. As with most window cleaning companies, we have on occasion had issues with broken glass or screens and our policy states that we will repair or replace anything we damage. The team is 100% positive that they did not scratch the nightstand. The Member was with the team most of the time while they cleaned the master bedroom. If something happens while on the job, our techs are instructed to stop what they are doing and call me immediately. The team knows they will not be fired for breaking glass, running over mail boxes, bumping fenders, scratching furniture, etc. These things happen in the service world, it just didn't happen this time by us. As the social media war heats up, I know I could have taken the easy way out and just paid for something we did not do. But now, it has become a matter of principle, and I honestly do not believe my crew caused this damage."