I completed a job for a residential client two years ago and had no contact since then. Recently, she left four negative reviews online, claiming that we never returned her calls, overcharged her, and didn’t seal the concrete patio.
In reality, we provided her a discount at the end of the job, and she never reached out to us or our employees. After finishing the job, she was so pleased she even tipped my employees.
During our recent meeting, I maintained professionalism, but she asked me to leave her property and then called me back when I was driving away asking me to come back, I came back and she started explaining that recently she had fallen and hit her head. She demanded we address the concrete issue and other problems caused by another contractor, all while insisting the negative reviews remain online, even after we resolve everything.
Unfortunately, she’s an 80-year-old client who seems to be experiencing cognitive issues. I’m seeking advice on how to handle the situation and get the negative reviews removed without making matters worse. I feel like any response to her bad reviews explains cognitive decline is going to make me look worse. Any guidance would be appreciated.
I would just respond with an answer to the review(s) so that any prospective reader can make up their own mind. Something along the lines of: “We revisited and reinspected the work done. Unfortunately, as explained during the on-site visit, the damage/problem has been caused by xyz. We understand this is a difficult situation for you, but we unfortunately cannot execute these repairs free of charge as requested by you. Let us know if you want us to provide you a quote for the repairs.”
This is good. But I would also recommend saying the work was done two years ago and our inspection (last month, last week: to show they have replied to this woman’s contact) determined that the damage was caused by xyz.
Agree with others who say not to mention the woman’s potential mental health decline.