British couple Charlotte and Dean Coutts couldn’t imagine the distress they were in for when they booked to have their carpet cleaned by a Plymouth company.
Things quickly turned nasty between them and the cleaners when they were forced to cancel an appointment because Charlotte had suffered a miscarriage.
“I had just lost my baby and got out of hospital a few days prior…it wasn’t a priority at that time,” Charlotte wrote on Facebook of the missed appointment.
The company responded by telling Charlotte she would still be invoiced for the appointment and that she should read the terms and conditions.
From there, things only got worse.
When Charlotte refused to pay, she said the company threatened to take the matter to small claims court.
"Please stop harrassing me," said a text Charlotte sent to the company.
"I have recently come out of hospital due to losing my baby I do not need this thank you."
A reply stated that any further contact would result in a AU$41 admin fee being added to the original AU$140 invoice.
"Please leave me alone...I'm in enough distress as it is...I cannot believe how rude you've been...do not contact me further," Charlotte wrote.
But the cleaning company's 'admin costs' continued to rise, according to the messages.
Among the 33 screenshots of their Facebook text exchange Charlotte posted, was a message in which a company representative threatens to charge AU$1600 in admin fees.
Charlotte's post sharing the images has so far been shared close to 3,000 times.
Charlotte claimed that the company had even called her husband and told him "that they have come to the conclusion that the best thing has happened to our baby and we're not worthy of being parents".
As the row escalated, the company also claimed over text message that they had been on the receiving end of threatening behaviour from the couple.
The local police forces have confirmed that they are aware of the incident.
"We are currently investigating an incident that could fall foul of the malicious communications act. Enquiries are under way," they said.
The company's website is currently listed as "under maintenance" and their Facebook page has been removed.
Top Comments
Why was she "forced" to cancel her place being cleaned a few days after a miscarriage?
Maybe if she had placed an order for something pregnancy related but carpet cleaning? Bizarre.
Er, are you serious??? Apart from the emotional devastation she would be in and would not be in any mood, you need to actually remove beds/furniture for the carpets to be cleaned. She just had a MISCARRIAGE. And an OPERATION (D & C) to remove the foetus. Have you ever had an operation anywhere, let alone your womb, stitches, pain, heavy bleeding, emotional devastation? And you are seriously asking why a woman who JUST HAD A MISCARRIAGE and operation only a couple of days earlier would not be up to having her carpets cleaned? My God...... 0-o
She probably didn't want a near stranger in her house when she was grieving?
How do you know she had a D&C?
She herself said so. She even said she has hospital operation records to prove it. And at 12 weeks as she was, usually one is needed.
The world doesn't stop because something terrible happens to someone. If they had a commitment and indeed had signed a contract, then tragedy aside they have to pay the original bill. Certainly let the company know your circumstances, but it is at the companies discretion whether or not they dismiss the contract on compassionate grounds. In this instance they didn't, so unfortunately the couple need to pay the original amount and quit hitting up the internet to get out of it.
Also, this couple has now ruined a business - potentially a family business (I have no idea but you never know) - because the business rightfully held them to their contract.
Sorry for this couples loss but internet shaming has really got to stop...
I think this is the kind of situation where showing some compassion could lead to further business / recommendations, and good customer service really could have been demonstrated.
If the company didn't find this to be grounds for waiving the contract, I agree that is within their rights to pursue it if they so wish. What was absolutely inexcusable though was the complete lack of any kind of professionalism on the part of the business representative. You can't add to a clients bill for each message they send asking you to cease contact, and you can't insult them even if they've insulted you. You are clearly not cut out to be in business if you can't conduct yourself in a professional manner even when dealing with difficult customer, and you're just a flat out bad person when you suggest it's a good thing a grieving family lost their child.
If the couple refused to pay and the company felt this wasn't in line with the agreement, they could have involved a third party and found avenues for compensation. The couple aren't responsible for ruining this business - whoever runs the company has shown why they shouldn't be hired by anyone.
I think there are definitely two sides to this. The texts detail the partner threatening to bash the business owner. I suspect the business isn't in the wrong here...
Then as a business owner, call the cops and persue payment through a lawyer
There was NO contract!! The business was not out of pocket. No services were rendered. There was no bill!! They were not even sent an invoice, so how could they pay something that didn't exist? Also, to be fair, there is plenty of evidence of how deeply nasty and hateful Ben Harbour gets. This Facebook group has date-stamped evidence of others that have been personally abused by him: Ripped Off Plymouth - The 'Fobbed Off And Bullied By Ben & Vikki Harbour! He has taunted clients with their marriage breakups and cheating, so this is EXACTLY his M.O!!! He and his wife also re-sell broken phones as new, and so many have been burnt by them, they are the ultimate poor man's Peter Foster. Coming up with new business schemes, and there is a MOUNTAIN of evidence that shows what he and his wife are like. Maybe join that group and read the evidence.