Within 2 hours of completing the job, the operator had received 3 to 4 phone calls from the customer and her husband, asking him what he is going to do about fixing a problem. The norm would be for the operator to go back and assess the problem, which he offered and intended to do, but within 2 hours the customer already has a quote from her painter to fix a problem we have not had the chance to assess or verify. The easiest solution is for us to accept the quote ($130), which we did. We immediately transferred the quoted amount to the customer's bank account. We did not even verify the problem existed nor did we verify the problem was caused by us.

In reply to your comment, the person who carried out this job was phoned asap which any one would have done due to the damage caused, he told me he was on another job and asked me to send pictures through to his email address, my Husband also contacted him and asked him if he was going to return to our property to access the damage which he replied no he wouldn't be coming back but would look at the pics when he returned home that evening. He seen the pics via email and sent me a reply at 9pm that same evening. He accepted that he had caused the damage there was no other way out really as the skirting boards was new as we have been renovating our home. The only reason we had a quote so quickly from the painter is because he was booked in to finish off the painting after Magic Dry left that day only he could complete the job due to the fact that the skirting boards were all wet from the cleaning.

Just reading over your reply, I actually rang Colin twice the reason for the second phone call was in the first one he was not very fourth coming in what he intended to do about the matter, and you say the "norm would be to" so I take it from that statement this has happened previously, I also do not see an apology from the company regarding this matter. As I said previously I booked to have my tile and grout cleaned and was not expecting there to be any damage caused to any part of my home sometimes you have to hold you hand up and accept what you have done and try to put things right not try and justify whether you did it or not as that was clearly proven.

If an apology is what you want, then please accept our apologies. There was certainly no intent on our behalf. You could just drop us an email. You have our email address. Is it really necessary for you to bad mouth our business for the public to see. You rang Colin in the middle of his next job and asked him what he was going to do about the problem. Well surely the first thing to do (everybody's norm) is to have a look at what the problem is and make an assessment as to how to address the problem. He would need to know the extent of the damage. If it was a major problem, he would make an insurance claim. As it turned out, it was a small problem based on the quote you received. Without viewing the quote and without verification of the cause of the damage (not that we question the existence thereof) Colin paid what needed to be paid the same day so that the problem could be rectified as quickly as possible. Our apologies for the incident and our apologies for not being able to attend to it any quicker.