Does she have any extras? If you know how to do it, just replace it. It will probably take an hour tops. Keep your money. Let them know that you did not do it, but you will replace it anyway to keep good relations. 

Did any of your guys notice it while cleaning?

I make my guys do a thorough search and take pictures of anything we notice prior to cleaning, even scuffs on the wall. I also let the homeowner that this is what we do and since they know I do that, I haven't had anyone else make those bogus claims. 

Your right, after everything is clean then they notice other things that they never paid attention to before. 

Sent from my iPhone

On Aug 11, 2015, at 4:10 PM, Baird Standish <bairdstandish@gmail.com> wrote:

My take on this is that it probably isn't your fault.  However, I will say that every year there are one or two bozos that we we cannot make happy and I usually just give be them their money back and move on. I used to fight these people, but in my old age I have decided that it's just not worth the hassle. Doesn't happen that often. Worth considering.b

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On Tue, Aug 11, 2015 at 9:38 PM, Randy Frye <rfrye@comcast.net> wrote:

I would explain crack tiles are mainly due to poor installation. Not buttering the back of the tile during instal and it can leave the tile unsupported and week say under a corner maybe. One steps on it just right and it snaps like a potato chip. You can’t help that. You may help prove by tapping on it and listen for a hollow sound. Good luck

On Aug 11, 2015, at 7:53 PM, Roger Konarski (via sccpartners list) <nobody@simplelists.com> wrote:

This email was sent from yahoo.com which does not allow forwarding of emails via email lists. Therefore the sender's email address (qm144@yahoo.com) has been replaced with a dummy one.

My techs did a job last week. Cleaned a porcelain floor and replaced some missing grout. Now the homeowner is calling and complaining  that we cracked one of her tile and it is our responsibility to replace. I would appreciate how you would respond to this problem. All we did was scrubbed the floor with 17 inch machine, worked the grout lines with grout brushes. Then replaced missing grout.

My contention is that a properly installed tiles should never crack and that we can not be held responsible. That possible cleaning the floor removed the dirt and exposed the crack. Now she does keep a clean house but the grout lines where really dirty and dramatic difference after we serviced the floor.

Thanks for your help !

Roger 
 
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