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Phil Morland

Hotel bill

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A woman came in to the shop to have one each of two cylinder keys cut, went for a sunbed session, came back, paid and took them away. A couple of days later she phones saying we cut two of the same key. I explain that if that is the case we are sorry and to drop them back and we will cut the one she says she didn't get. She then explains that she gave these keys to a third party without checking them, they were then collected by her friend late at night from the third party and her friend could not get into her flat. Consequently her friend stayed at a hotel and my customer has presented me with a £75 hotel bill saying if I don't pay it she will take it to small claims court. Both she and I have contacted trading standards to see where we stand. My customer says she is entitled to the money under consequetial loss within the sale of goods act. When I spoke to Trading Standards they stated it was reasonable to expect a person to check the keys before giving them to a third party. What to do?

 

Thanks,

Phil. :(

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It's the old question as to whether it's worth your time & money to argue or not.

Clearly, (and perhaps obviously) the keys should have been checked, but as they weren't, you need to find a solution that diffuses their current anger without too much cost to you.

Perhaps an offer of £50 compensation (or whatever you think is appropriate), also throw in £x.xx worth of key cutting for free & you might just keep a customer?

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A customer who claimed damages for consequential loss would be expected to have tried to resolve the issue with the retailer first.

 

Claims for consequential loss do not normally cover distress, inconvenience or disappointment.

 

source :- http://www.oft.gov.uk/business-advice/t ... aexplained

 

I'd give them that line & offer to pay half, BUT put it in writing then if they kick off.. tell them to take it to court. your offer will go with you if they take it further.

 

Lee

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I'm not pushing buttons here but would you not have noticed that the copy keys were the same, my brain used to decode them as I cut them - sort of instinctive - possible they gave you the right key and a wrong key and then blamed you - how many times did I get a 1A back and they throw a 35B on the counter and say you cut the wrong key - and the cuts were totally different - I could accpet the wrong blank used if the cuts were correct but how do you cut a key on the wrong blank and the wrong cuts? Tossers!

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I have had sight of the keys now. Firstly, it wasn't me that cut them, but an employee - I'm still responsible though as the business owner. All four keys were on CIDL JMA blanks. The cuts on the keys were almost identical, but one was slightly deeper. I have to accept that we could have made a mistake when cutting the keys. Following further chats with Trading Standards I offered my customer half the hotel bill (£37.50) as it is reasonable to expect a person to check the keys before issueing them to a third party. My customer jumped at it, all happy and grateful all of a sudden - I have the feeling that somehow I've been scammed. Hey-ho, that's business sometimes.

 

Thanks for all your coimments,

 

Phil.

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Personally I think it is all wrong and they should have checked them before using them, maybe it is time for disclaimer notice saying you accept no responsibility for third party problems unless they are checked something along those lines?

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done & dusted. Don't lose sleep over it. you'll make that back in no time. Thats the result I'd have tried for.

 

Good customer service is what its all about sometimes. =D>

 

Lee

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I have had sight of the keys now. Firstly, it wasn't me that cut them, but an employee - I'm still responsible though as the business owner. All four keys were on CIDL JMA blanks. The cuts on the keys were almost identical, but one was slightly deeper. I have to accept that we could have made a mistake when cutting the keys. Following further chats with Trading Standards I offered my customer half the hotel bill (£37.50) as it is reasonable to expect a person to check the keys before issueing them to a third party. My customer jumped at it, all happy and grateful all of a sudden - I have the feeling that somehow I've been scammed. Hey-ho, that's business sometimes.

 

Thanks for all your coimments,

 

Phil.

 

 

 

Shafted!.......... Did you see the hotel bill?............You caved in man.....You could have dragged it out...... :(..I suppose there is a moral to the story. Remove keys from ring lay them out 1 by 1.... and double check.............Take it out of his wages Phil.. :lol: :lol: :lol:

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From where??......Where have I been??......... Oh! I know pain in the arse sweat your nuts off loft insulation land. And I'm still only 1/2 way there...........No its not a big loft just an awkward fecker.........Oh!..... Npower says insulate your loft for a £1 a roll DIY ..............I'll have some of that Gray thinks. Bastard of a job. Don't live in a bungliow with shallow roofs....I'm like a 58 year old sweaty ninja..Fekin awful job...I've lost pounds I'm a shadow of my former self...

:lol: :lol:

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I'm like a 58 year old sweaty ninja..Fekin awful job...I've lost pounds I'm a shadow of my former self...

:lol: :lol:

 

I might have lied on the last bit....a bit.......Sorry :( anyway what have I missed?

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UPDATE: So they bring in the Hotel Bill I asked for. It's from one of those tear out books you can buy at WHS and just says "Received the sum of £75" and a squiggle for the signature. It is now obvious it is an attempted scam and I havn't paid a penny. Informed the Police who advised me to contact them if there is any more contact from my customer. Attempted fraud. Phew, thank goodness I didn't pay.

 

Phil.

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