How to word a scratch waiver form that makes it not offensive to a customer?


#1

I have a couple scenarios here…

Say you do a house with very dirty windows… and you get done, the windows are super clear, BUT now exposing all the scratches that were underneath the dirt/grime on windows. The customer thinks YOU scratched their windows.

How to prevent this? I was thinking… have a walk around with the customer & clean 1 window in front of them & expose the scratches. But then I thought what if you pick a window (by random) that doesn’t have scratches but other ones do.

So I want to cover my butt… how would you word a waiver that isn’t offensive to a customer & professional? Can anyone share theirs? Thanks.

Yes I plan on getting insurance but I want to save myself of any headaches.

Edit: This is different from a scratch waiver you’d give someone to remove paint when you have to use a scrapper.


#2

hmm. liked to see the responses


#3

Yes. I want to cover my ass. I could just imagine… leaving the house, everything seems to go right, customer pays you. 2 days later, “YOU SCRATCHED ALL MY WINDOWS! I want you to replace all 24 of my scratched windows because YOUR methods scratched my windows.” SENDS 100 pics of clearly scratched windows.


#4

Offensive is not a concern here.

There is no reason to sugar coat anything.

Here is a scratch waiver, in legalese. Sign it, or we dont scrape.


#5

What I was told my a lawyer after providing him with all the latest information from glass manufactures, Gana and IWCA, that unless I inform the customer in writing that the method I will use is not approved nor condoned by said manufactures and there will likely be some damage to the glass and I take no liability for any damage.

What customer would sign that, if you don not let them know your methods are in opposition with the glass manufactures they have every right to sue you for the damage as it is not their responsibility to know how to correctly do your job, it is yours, and your job is be to be aware of any news regarding using various tools and the surfaces you can use them on.


#6

What you want, is a pre-existing conditions waiver. Something that simply outlines some of the common issues, and that cleaning can uncover these. And then an agreement that they will not hold you responsible for any issues you uncover.

Nothing offensive about that.

I have a combo pre-ex/scratch waiver that I wrote up several years ago. I think I’ve had a total of 10 customers sign it. Mostly for new construction or really heavy paint removal.

As @Steve076 pointed out, a scratch waiver that shifts blame to the manufacturers will not hold water anymore. I have them sign it as a demonstration that they’re reasonable people, that won’t be looking for a scapegoat.

I don’t bother with it on 99% of jobs, though. Most of your concerns can be overcome with proper poise, explaining in a professional manner why you didn’t cause the damage. Also, not freaking out everytime you find scratches helps :wink:


#7

Don’t use a razor at all, except in spots if needed. Then when the scratches show up, you can say with confidence that you did not do it.

The idea that a window cleaner would feel okay with scratching the crap out someone’s windows simply because they signed a waiver is unacceptable to me. I imagine a homeowner would feel similar.

This is my approach to regular cleanings that are filthy. Construction cleans are a different story, but this is why I generally avoid them.


#8

what if you presented it as here’s what it would take to clean the glass following the manufacturer’s instructions it would be$1,500, if we can judicially use a scraper even though it is not approved there may be a risk of scratch glass but we can do it for 500.


#9

I don’t plan on using a razor. I didn’t even buy one because I don’t want to even chance it.

I’m not sure if you understood the OP. Let me clarify.

Say I clean someone’s windows that were covered in dirt/debris/whatever it may have been. Just using a squeegee, mop, & steel wool. Now that the windows are super clear it’s exposing all the pre-existing scratches/blemishes/etc.

Not feeling okay about scratching glass because the owner gave me the “ok” to disregard anything I may have done. I’m saying a homeowner who is just simpy naive and thinks that because they’ve never seen the scratches that I must’ve done it.


#10

If they are pretty dirty, likely they aren’t hiring a window cleaner that charges like one anyway.

On the off chance that you DO get some work like that, word it something like this in a cover letter or a form they sign:

Mrs. Jones,
We just wanted to express that when we clean your windows, we may uncover previous damage and or scratches that are PRE EXISTANT on the windows. We are not going to use anything that may scratch the glass, as we care as much about your property as you do.

On our estimate/walk through we did not note any damage, but won’t be able to tell until your windows are clean again. We will notify you right away of any pre existing damage, if we happen to uncover any.

Thank you,
Peachy
Smack your mama clean windows.


#11

Lmao. Thank you. That made me chuckle & very helpful.


#12

I didn’t mean that to sound like a personal attack. I also didn’t know you have no intention of using a razor. If that is the case, I wouldn’t worry about a waiver. A waiver is more for a cleaning where you anticipate using a razor and there is a risk of scratching.


#13

No problem Rich. I didn’t think it was. :slight_smile:

For me personally a razor just isn’t worth the risk. I will be using 0000 steel wool and/or magic erasers. Not sure which or both yet. Need to do more research.

Have a good day!


#14

But when you look at if from another perspective, I have homes that each piece of glass will cost $1500 to replace times 20 or whatever.

I think most people have not really read the new guide lines, it doesn’t say you cannot use any type of blade, its more the process. So window cleaners use a large 4-6" blade with large 1 way strokes<<< that is the issue the large blade with long strokes. What is recommended is a 1" blade with no strokes , just spot removal, so if there is a spot of paint you only move the blade that few millimeters just to remove that spot then move to the next. If a blade must be used.