We’re Beginning To Think That Wasn’t An Accident…

I work for a company that installs conservation equipment on people’s AC systems. This is completely voluntary (not government-regulated despite what some people scream at us when they hear about the program), and people who enroll are entitled to a one-time sign-up bonus, as well as an annual incentive.

We make it very clear that the sign-up bonus is once per property; you can’t ask us to remove the device and then call back a week later and have it reinstalled and get additional money for it.

Most customers are really good with this, but we have one “problem child” who frequently calls back with a new story trying to get us to pay him again.

Customer: “So, I was mowing my lawn, and I accidentally knocked your box off with my lawnmower.”

Me: “Okay, that’s no problem. We’ll be happy to get someone out there free of charge to reattach it for you.”

Customer: “So, will I get another check for this?”

Me: “I’m sorry?”

Customer: “You’re reinstalling the device, so I should get another installation bonus.”

Me: “Sir, based on our notes, we have explained to you in the past repeatedly that the installation bonus is only paid once. We certainly cannot give you another one because you removed our equipment yourself, even if it was an accident.”

Customer: “Well, why not?”

This was a few years back. Guess who called me two days ago saying that we promised him an extra check? No, still not happening!