Disgruntled customer

Pete Strain

Pete Strain

New member
Joined
May 23, 2015
Messages
54
Reaction score
0
Hey guys. Thanks in advance for any feedback.

I had a customer contact me through Facebook asking about an interior detail and pricing for her vehicle. I gave her a price based on the work that needed to be done... salt, pet hair removal the works was needed. She said she was a student and could only afford to pay half of that. She asked me to do half the job. I take pride in my work and did not want to leave things half done. I advised her that unfortunately I could not help her and directed her to one of the in and out detail shops in town who had more options at her price point. She got very upset and started bad mouthing me. We have never met.

She then started saying my business was not "real" and that I was ripping people off. At this point, I blocked her as it was getting abusive and out of hand. I left it on a good note on my end wishing her luck and giving her options. So, she (and I think her boyfriend) are now leaving me bad reviews wherever I am posting. They both posted on Google Places giving horrible reviews and a 1 star rating. As I am new, they are the only reviews I have. I responded politely explaining the situation so that other potential customers could see the whole story and hopefully not judge me solely on that.

I have contact all of my existing customers asking them to review on Google Places just to offset the negative ones. Unfortunately because they have to create an account, they have been reluctant. That's even after I offered 10% off the next detail to leave a review. I know for a fact that they were satisfied and happy with my work.

So, the question is, have you guys ever had this happen to you? If so, what did you do about it? Neither of these two people who left the negative reviews ever met me or received my services. I refused the job with her as I did not want to do a half ass service that neither of us would have been happy with. Seemed as though I dodged a bullet. That being said, no one can even mention my name now on social media without them flaming me. Not sure what to do next.

Thanks in advance guys.... appreciate the help. I am just getting started and don't want people to be turned off just because these two have a personal vendetta against me. Thanks.

Pete
 
ANY reply you make to these people needs to be from the high road and SERIOUSLY brief. Simply state you never did work for these people, referenced them to other businesses you thought could better meet their needs, and wish them nothing but the best. Keep it SHORT, SIMPLE, and FRIENDLY.
 
The above is probably the best course of action. Some people just want to see the drama in life appear before their eyes even when there is none to be seen.
 
Lt1xL82 said:
ANY reply you make to these people needs to be from the high road and SERIOUSLY brief. Simply state you never did work for these people, referenced them to other businesses you thought could better meet their needs, and wish them nothing but the best. Keep it SHORT, SIMPLE, and FRIENDLY.
Click to expand...


Couldn't have said it better myself! An unfortunate part of these times with Social Media cones childish, narcissistic trolls. Less is more and don't make them more important than they are by getting into a sparring match. This is sad and unfortunate and something I am going to have to deal with as a new detailer.
 
Looks like a couple people (at least lol) need a LIFE. Geesh. There are wayyyyyyyyyyyyyyyyyyyyyy too many people like this in the world.
 
These people are literally tripping over their words, don't give them a forum (no pun intended).
 
I had a lady at the gas station threaten to destroy me on social media because I took to long to fill 6 gas cans (36 gallons) and my 3 lawn tractors? She said I was rude for filling up when she had to go to work. The gas station has 12 pumps but I was at her pump and therefore received her wrath that day. I just smiled and said nothing so she called the the number on my truck and bitched me out again on my voicemail. I never found out if she destroyed me on social media because I do not have any social media accounts that I know of. I do not understand how some people can go around so self consumed like everyone else is on this earth to serve them. I hope that those people leave the 519 detail alone so he can shine on!
 
Question: What are they saying on the social media site? It is lies? If so I would definatelly sue them for defamation. There are laws in place to protect you against that sort of things. You are in your right to refuse to give service if the person cannot pay for them. Nowhere does it say you have to give a 50% discount to anyone who cannot pay your normal rate. So I would take a look at exactly what is being said. If she is making stuff up, I would sue. You might also want to contact the social media service and make a complaint. This person is not a Customer. So making a review is borderline immoral.
 
Calendyr said:
Question: What are they saying on the social media site? It is lies? If so I would definatelly sue them for defamation. There are laws in place to protect you against that sort of things. You are in your right to refuse to give service if the person cannot pay for them. Nowhere does it say you have to give a 50% discount to anyone who cannot pay your normal rate. So I would take a look at exactly what is being said. If she is making stuff up, I would sue. You might also want to contact the social media service and make a complaint. This person is not a Customer. So making a review is borderline immoral.
Click to expand...
Was thinking the same thing until I scrolled down to your reply.probably not worth the time or money involved.Bad karma will catch up to them.
 
Lt1xL82 said:
ANY reply you make to these people needs to be from the high road and SERIOUSLY brief. Simply state you never did work for these people, referenced them to other businesses you thought could better meet their needs, and wish them nothing but the best. Keep it SHORT, SIMPLE, and FRIENDLY.
Click to expand...

Hi ok so I left was fairly lengthy outlining the entire situation. I figured if I kept it brief they would not stop and would carry on leaving the bad reviews. So maybe after now having the long response up, I will delete it and make it more brief? I was just hoping that people who saw the neg reviews may read the whole story but when I think of it, they prob wont take the time.
 
Calendyr said:
Question: What are they saying on the social media site? It is lies? If so I would definatelly sue them for defamation. There are laws in place to protect you against that sort of things. You are in your right to refuse to give service if the person cannot pay for them. Nowhere does it say you have to give a 50% discount to anyone who cannot pay your normal rate. So I would take a look at exactly what is being said. If she is making stuff up, I would sue. You might also want to contact the social media service and make a complaint. This person is not a Customer. So making a review is borderline immoral.
Click to expand...

Well she is saying that my business is not real because it is not registered. Here in Guelph, ON, you do not need a business license if you do not have a fixed location. With the overall gov, you do not need to be registered as a business if you are making less than 30k a year and do not have employees who are claiming benefits or having money deducted from their pay check. 2 things that I definitely do not have yet. This was the review:

"This is doesn't even deserve one star. The owner Pete is extremely rude he quotes people a price and then goes back on his word. He isn't even a registered buisness he is hiding his reviews, and is not insured. I bet you 100% he will comment on this post stating it is a lie or has his excuse but we have conversational proof! he offered a job at a discounted price and after agreed upon we asked if he was registered or insured to be on the safe side. he informed us he would not do the cleaning because he felt uncomfortable right after he quoted us the job, he makes every excuse in the book but the fact is that he is not registered or insured which if he makes a mistake he will have to take full responsibility for his actions and end up with a lawsuit. He is extremely unprofessional and picks and chooses who he wants to clean for. That is not a true business and should not be listed as such. Don't waste your time he will rip you off, best to get your car detailed from a real buisness not someone who pretends to know what they are doing. You can't trust someone who wants to play games based on someone asking a question whether or not he is insured or registered. We will continge to pass on this info we have records of his conversations. Maybe it will teach him a thing or two about customer service!"

Spelling mistakes have not been corrected. This was the review from her BF.

"Can't trust the owner one bit. He will reply to this comment stating I wasn't a customer when I was. Has no formal training he started last year in June 2015 after he completed friends and family's cars, he then thought he could start a buisness from it because there isn't a mobile detailing company in Guelph. The owner is running a one man show with no knowledge, he uses Canadian tire and Walmart branded materials to clean and detail like Mequires 'gold class' mothers spray wax, Mequires ultimate interior protectant ($9.99 a bottle) and claims he is professional and has experience. Not impressed. Do not Bother with this person as he charges prices comparable to actual PRO detailing shops."

Again, I have not met or worked for either of these people and do not outline on my site which products I use.
 
Sounds to me like the "boyfriend" is a rival business trying to discredit you, have you thought of that? Otherwise I can't see why they would go on and on about having done business with you when they haven't.
 
Have to agree with 'Seatec'. Especially with the sentence naming products.

Bill
 
The competitor idea hit me right away. I guess the gut reaction is to find out who he is and do unto others.... But then it's just a big circle of stupid... If you have an attorney draw up a defimation letter, they will likely go away
 
I would consult with an attorney. Probably have them issued some type of cease and desist.

I employed the services of an attorney getting an expensive guitar back from a disgruntled band I had quit. They claimed I had owed them money, and that they were going to destroy the guitar, and my career... Immediately after the letter was sent from the attorney the property was returned, and my career as a drummer ensued, without consequence.

When it comes to matters of my family and business, I prefer to send the message that I don't mess around with threats, and harassment. Going by the intellect, and self professed lack of funds, I doubt they have the resources to counter anyways.
 
I personally would contact whoever holds the key to the reviews... the company.

I would also hire a lawyer to send them a cease and desist and threaten loss of revenue as a possible lawsuit.
 
Pete Strain said:
Well she is saying that my business is not real because it is not registered. Here in Guelph, ON, you do not need a business license if you do not have a fixed location. With the overall gov, you do not need to be registered as a business if you are making less than 30k a year and do not have employees who are claiming benefits or having money deducted from their pay check. 2 things that I definitely do not have yet. This was the review:

Ok. Well regarding that, you should definatelly register with the government and this is why: For the last 3 years since I opened my detailing business, I was able to recover 4500$ a year in taxes refund. When you are in business all your business expenses are refundable and so are the taxes you pay for your business. So what I have been doing is re-investing my tax refund into the business every year and of course that is deductable. So despite the fact you can operate without registration if you do less than 30K a year, you are loosing big by not doing it.

"This is doesn't even deserve one star. The owner Pete is extremely rude he quotes people a price and then goes back on his word. He isn't even a registered buisness he is hiding his reviews, and is not insured. I bet you 100% he will comment on this post stating it is a lie or has his excuse but we have conversational proof! he offered a job at a discounted price and after agreed upon we asked if he was registered or insured to be on the safe side. he informed us he would not do the cleaning because he felt uncomfortable right after he quoted us the job, he makes every excuse in the book but the fact is that he is not registered or insured which if he makes a mistake he will have to take full responsibility for his actions and end up with a lawsuit. He is extremely unprofessional and picks and chooses who he wants to clean for. That is not a true business and should not be listed as such. Don't waste your time he will rip you off, best to get your car detailed from a real buisness not someone who pretends to know what they are doing. You can't trust someone who wants to play games based on someone asking a question whether or not he is insured or registered. We will continge to pass on this info we have records of his conversations. Maybe it will teach him a thing or two about customer service!"

Spelling mistakes have not been corrected. This was the review from her BF.

"Can't trust the owner one bit. He will reply to this comment stating I wasn't a customer when I was. Has no formal training he started last year in June 2015 after he completed friends and family's cars, he then thought he could start a buisness from it because there isn't a mobile detailing company in Guelph. The owner is running a one man show with no knowledge, he uses Canadian tire and Walmart branded materials to clean and detail like Mequires 'gold class' mothers spray wax, Mequires ultimate interior protectant ($9.99 a bottle) and claims he is professional and has experience. Not impressed. Do not Bother with this person as he charges prices comparable to actual PRO detailing shops."

Again, I have not met or worked for either of these people and do not outline on my site which products I use.

Question: How do they know what products you are using if you have not worked for them? Same for how you started your business? The products you use should not be an issue in any case. The results speak for themselves and product choice is a very small part of that. The way you started your business is pretty typical for detailers... how does he know that though?
Click to expand...

This is a bad situation, I guess you will have to learn from it and move forward. Having good reviews would be a good idea, so make sure you get your future clients to make them for you to counter this. Would be a good idea to ask all those people you did free détails for in your familly and your friends to make a review as well.

Last thing, if you are using consumer products to detail, get some spray bottles at a janitorial store and put the products in those. Will look more Professional than using a Mother's or Meguiar consumer level bottle at the client's site. Most people won't notice but just in case you will be covered.
 
I agree with the previous comments saying to keep your online responses about them (never direct comments TO them) as brief as humanly possible. Most people reading reviews online these days are familiar with trolls and quickly disregard them. By addressing them point-by-point you are giving them some form of credibility. Simply say that you have never done business with these people other than referring them to another service. Don't try to be friendly or polite about it. Simply state the facts and move on whenever this happens. People reading the reviews later won't read anything into it if you handle it that way.
 
Lt1xL82 said:
ANY reply you make to these people needs to be from the high road and SERIOUSLY brief. Simply state you never did work for these people, referenced them to other businesses you thought could better meet their needs, and wish them nothing but the best. Keep it SHORT, SIMPLE, and FRIENDLY.
Click to expand...

Best advice, no doubt.
Follow this advice and don't get bated into a social media flame war.
This is one of those moments that counts the most in business.
 
You must log in or register to reply here.
Back
Top