Customer says we scratched her glass!

I've been cleaning glass commercially and for residential customers for almost 10 years and I have never had a customer accuse me of scratching their glass. This particular residential job was just an ordinary clean and certainly not anywhere close to being a construction clean up job. In fact the husband told me that he has not been able to get in touch with the previous cleaner and so he decided to look elsewhere and he found me. Anyway the wife calls me yesterday asking about her windows being scratched all over. I told her that I did not use anything at all that would scratch her glass (no razors, and there was no film on the windows and no specialty glass, just reg glass). I also told her that her husband and I talked about the scratches that were already in the glass and he said that it happened when the house was built. She thinks otherwise. Long story short she said to come back or she will cancel the check. I even gave them a discount from what I quoted over the phone because the job wasn't that big. Just wondering what you guys would suggest ?





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