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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

aibu to refuse to pay a customer a cancellation fee

80 replies

Ldnmum2015 · 07/11/2016 16:18

Hi I work self employed as a cleaner, I really love the cleaning side but am still finding it hard being assertive. Today I received an abuse call from a customer who I have recently taken on, apparently she didn't get my text informing her due to twisting my elbow I was unable to do her booking yesterday, I know I sent the text as it is in my phones records. The customer left missed calls at 3am this morning, but at 8.45am today I picked up only for her to be screaming down the phone I had let her down and she wants me to pay her a cancellation fee and to compensate her for letting her down, I have sinced received texts telling me that she had air bnb guests staying at her flat yesterday and they were disappointed by the state of the place and they are refusing to pay their cleaning fee, which incidentally three times more than I was charging. Aibu for refusing to pay her.

OP posts:
Original poster
Ldnmum2015 · 07/11/2016 19:34

Thanks widdlingdiddling, it certainly has been a learning curve, will def check properties next time and adjust my rates to match

OP posts:
Original poster
Ldnmum2015 · 07/11/2016 19:36

Thanks livingonthedance floor, that same arrangement works with all my other customers

OP posts:
thatdearoctopus · 07/11/2016 19:37

I disagree that the customer is always right.

Original poster
Ldnmum2015 · 07/11/2016 19:44

Whoooami, I do have some customers I have never talked too on the phone too, nearly all communication is via text, I think in domestic cleaning industry we don't really talk on the phone as the customer is usually at work. So far texts work well for me as its a record of confirmation and attendance.

OP posts:
llangennith · 07/11/2016 19:50

Texts always work for me and my cleaner. And everyone else.
Next time you text a change in arrangements ask them to text you back within 30 mins to confirm. Then follow it up with a phone call is they don't confirm.

Original poster
Ldnmum2015 · 07/11/2016 19:59

Ohh that's me, no I didn't know till today it was airbnb, as if I had I would have turned down the booking or set her a higher rate.

OP posts:
Original poster
Ldnmum2015 · 07/11/2016 20:19

Thatgingerone, she didn't answer or go into voicemail, and thank goodness as it would of cost me to phone international. I am a one woman show, this week I have lost 2 days from twisting my elbow, meaning I can barely fit in my regular loyal customers so why would I even be thinking of offering her a clean at a reduced rate. It came to light she was using her flat for airbnb, which was never in our agreement she was charging a third party more than three times what I was getting. I never agreed to be outsourced. I am covered because my arrangement is a confirmation text the day before, the onus is on her to contact me if she still needed me, which she didn't.

OP posts:
ThatGingerOne · 07/11/2016 20:28

I didn't mean do the clean now, when your arm is better obviously (hope you feel better btw).

I didn't mean clean the whole place, nor give her cash - I wouldn't do either of those things. Just something little that would be enough for her to think its a good 'repayment' but not too much that you don't feel put out.

Your OP didn't seem to be focused on being annoyed by the airBNB thing which is why I thought it wasn't a massive deal for you (if it is of course you shouldn't put up with it!)

I'd just be careful going forward since you're self employed as one arsehole who is pissed off (your lady here) can bring everything crashing down - if you can afford to lose her let it go, if not take it as a learning curve, like others have said, and put it in the contract about you cancelling and your method of contact with them (if it isn't already in there) :)

Josieannathe2nd · 07/11/2016 20:32

I think to cancel by text is fine. In some circumstances it's actually more polite. For example my cleaner will tx to say she can't do my regular day due to children/illness/holidays and wouldn't I like to skip a week or have a different day and it's much nicer to have time to reply than be put on the spot. She's definitely being rude which will cause her a problem having lost your service now.

Original poster
Ldnmum2015 · 07/11/2016 20:35

Yes I am, will send a secure delivery courier to drop her keys off asa she is back

OP posts:
Original poster
Ldnmum2015 · 07/11/2016 20:43

Thanks josieandnath, also I have customers who do jobs in teaching, or have meetings or doing jobs where they cant just stop what they are doing to take calls, that's why texts are more appropriate, but like you say some people also don't like being put on the spot. Also a bit of point, but I don't like taking calls on a booking as I am usually only booked in for a few hours and every minute counts, so would be affair on the customer whose house I was in.

OP posts:
WhitePhantom · 07/11/2016 20:53

Just want to say I thought WLF46's post was very kind and constructive, not at all patronising or assuming.

I think your reply however was extremely rude.

Original poster
Ldnmum2015 · 07/11/2016 20:57

Sorry thatgingerone, I know you weren't, I have had time to ponder since this morning, have just found an email threatening me with solicitors etc, she hasn't got a leg to stand on as I have just found my written terms and condition sheet anyway, so if she does kick off I can counter sue for the last minute cancellation. If think whatsoever annoyed me about the airbnb was that she knew full well it is a higher rate, and for a good reason, I think the last minute cancellation she sprung on me was due to an airbnb cancellation, as her flat is very small and in my opinion a bit misinterpreted in her profile. Though she has got a full set of stars for cleanliness so I should be proud that her guests were appreciative of my work. I am off work today and have spent it going through my healthcare insurance ;)

OP posts:
Original poster
Ldnmum2015 · 07/11/2016 21:06

Hi white phatom / wl46 I think the assumptions you made were a little bit condescending to be honest, so when someone who doesn't read the whole post and turns it onto their own experience, I feel the advice you were giving on assertiveness was more relevant to you as you have just shown with your response WL as WP !

OP posts:
ThatGingerOne · 07/11/2016 21:08

She's suing? Bloody hell she's a loon!

Original poster
Ldnmum2015 · 08/11/2016 00:41

Yep thats right, thatgingerone, she wants to sue me for money she would of made off of me, which until today was without my knowledge. I have checked the terms she signed for, which along with texts backs me up. I am now just gonna let her stew, I have a courier booked for tomorrow to return her keys, they will leave a ticket for her to pick them up. I am really glad just to get rid tbh. My other customers have been ok and communicative about my elbow and understand I have to rest it.

OP posts:
Blu · 08/11/2016 01:15

She may not have got the text because she was abroad / had her phone off because of the time difference . And then picked it up at your 3am.

But as 'mind reading' 'telepathy ' and 'clairvoyance' are not likely to be in your job description you can't be responsible for knowing where she is.

She needs to be far more businesslike herself if she is on AirBnB, and get a company who can always send someone .

CaspoFungin · 08/11/2016 02:11

I agree with White Phantom, I don't know why you decided to be so rude to WLF46's who was trying to help you!

LurkingHusband · 08/11/2016 09:06

So she's thinking of going to court and stating for the public record that she has been acting commercially via AirBnB ?

Not really that bright is she ? It's not like HMRC and local councils can't find out - and if she's suing she has to state how much money she has "lost". Or, to put it another way, she will be giving HMRC a figure to work with for the tax on the income she is making from letting the property.

And I know local authorities are starting to sniff around AirBnB for HMO issues.

(as with Uber, so with AirBnB ...)

expatinscotland · 08/11/2016 09:21

Oh, fuck her off. No more communication with her except by post. YY to courier.

BerylStreep · 08/11/2016 20:53

Just don't respond to her at all. It'll nip it in the bud quicker, and piss her off at the same time.

kali110 · 09/11/2016 09:13

I've had texts go missing and i hAve the delivery report turned on also.
For months i had a group of friends who i didn't receive random texts off so i wouldn't rely on text, but she knows that's how you work so i don't think she can moan about it now.
Don't think she'd get far suing for loss off earning either!

BerylStreep · 12/11/2016 18:36

OP has your former client been in contact since?

Hopefully radio silence will do the trick.

DanglyEarOrnaments · 12/11/2016 18:56

Hang on a minute , have you given her a contract stating terms and conditions.

If you have given her this and have said you will compensate for cleaning missed due to circumstances etc then yes you owe her whatever you stated but in the real world, your contract would have state that she owes you a cancellation fee if ever SHE cancels you without due notice.

If you did not issue a contract stating you would compensate for service not received she is talking absolute bollocks and as a self employed person you simply take your services elsewhere,

I have never heard of what she is actually requesting in my 20 + year professional cleaning career (and we currently have over 90 clients).

I am all for customer service and professional conduct but this is simply not necessary.

Arfarfanarf · 12/11/2016 19:07

This reply has been deleted

Message withdrawn at poster's request.