Abusive customer making threats

Kittenonthekeys

Sorry - this is quite a long one...:)
I'd really welcome some advice, as in 20 years of trading I've never before had to deal with a problem like this.
I run a very busy small business (artesan sole trader with a waiting list stretching several years) doing specialist repairs for a niche market. Sorry but I can't say here exactly what I do, as I might be identifiable - my business is a very unusual one and there are not many of us!
In 2011, I unwisely took on a job against all my instincts.
The customer was very demanding and difficult from the outset, over a huge number of quite oddly-worded emails. Alarm bells were ringing but by then it was too late to go back and refuse it.
And this was all for a £60 job!
This old item had been in a truly dreadful state of repair and as it had only ever been in this person's ownership, it was obvious that he had not taken care of it, and that is an understatement. It was to all intents and purposes unrepairable - yes I know I shouldn't have done it, but I did. It has no 'official market value' as such, just sentimental value.
I had consulted with this person at every stage, keeping him informed and putting other pre-booked work on hold in order to get this completed and returned to him.
During the process, he had requested the work to be carried out in a certain way, which I had advised against for aesthetic reasons, but he nevertheless insisted. He is now complaining about it being done in the way he had requested - the very thing I had advised against! I have all the emails to prove it.
However, the work was not invasive and did not involve any damage to the item which is (or was when it left me) still in its original state underneath, so on the basis that if he had decided to remove the repair at a later date, the item would still be in the same situation as before anything was done.

I duly completed the work, which took me a whole day, and sent an invoice as I normally do on completion. He delayed payment for almost a month, using various excuses, involving me in yet more time chasing it up.
Eventually he paid and I returned the item that same day. He emailed to say he was pleased and that it looked really good.

Fast forward 2 years to last week, and I suddenly get an email out of the blue from this person demanding a refund and alleging that the work had been 'disgusting' from day one, but he had not contacted me as he had been very ill at the time. In a subsequent email he contradicts this and mentions that he became ill at a later date! So I am still unclear as to why he did not contact me about it at the time.
He also makes this illness very relevant to the case. I don't know whether he really is ill or not, but something isn't adding up.

Although I have not said this to him as I cannot prove it, it is clear to me that this delicate item has been mishandled at his end, but in any event I have no way of knowing what kind of treatment it may have been subjected to since leaving my workshop, especially as so much time has passed. He then went on to make false accusations, calling me a selection of very rude, insulting names and quoting things (in quote marks) that I had never actually said, ending with a threat to take legal action.

I responded and stated my side of the issue politely and factually in a professional manner. I said that I would be happy to furnish details if required by a solicitor, as I have retained all the original email correspondence, plus photographs of what the item looked like before and after. We have only ever communicated via email.

I have since received emails from this person that can only be described as personal abusive rants, complete with swearing and name-calling.

He now says he will take me to court which will inevitably involve me in yet more time, cost, hassle and stress, even if I "won" the case.
This person is incoherent, apparently semi-literate (although he manages to spell the swear words perfectly) highly offensive, inconsistent and contradictory.

The irony is that had he approached this in a civil manner, I would have been more inclined to be sympathetic and may have even have refunded him out of goodwill; £60 wouldn't exactly bankrupt me.

However, I do not feel he deserves my goodwill. My instinct is to fight this, as I do not feel anyone should be allowed to get away with treating a person in this way, especially as I did the best that anyone could have done under difficult circumstances, and every stage of the process was explained in great detail before work ever went ahead. I know 100% that I have done nothing wrong.

Is this a battle actually worth winning on principle, do you think, or shall I just say the heck with it and send him the refund? I really don't relish the thought of having to travel to the other end of the country for any hearing that would cost a fortune, never mind all my lost working time.
Do you think he might win if it did go to court, seeing as a claimant apparently has 6 years to complain?
A relative has suggested I may need to inform the police if the abusive emails continue.
Any thoughts please??

Kingsransom

I'd say cut your losses and get him out of your life. Tell him you will refund him on the understanding that he 's not to contact you again.

You can't put a price on stress, put him down as a lesson learned and move on.

Good luck!

WestonDave

Sorry but for £60 I'd write him a cheque, spit on it, and send it to the cretin.

What you don't need is one idiot making your life hell for the next few years and maybe going round leaving bad reviews etc which cost you a lot more in the long term.

Hintza

Part of me agrees with the above poster.

But I have a stubborn streak and would probably suggest to him that going to court might be the best outcome. However in the meantime you would like him to stop contacting you directly otherwise you will be contacting the police.

jkkne

I'm incredibly stubborn and I'd be tempted to reiterate you will not be refunding him and look forward to hearing from his solicitors

I'd advise said customer, if he continues his tone and emails that you will be reporting him to the Police in view of the Malicious Commincations Act 1998

DCFC79

Its odd how when he received the item back he said it was ok but waited 2 years to say it wasn't ok.

I wish you good luck with what you choose to do.

battleborn

The guy is nuts or derranged in some way, dont give him anything back, tell him to do one or you will have him done for harassment.

iclayt

If he's taken 2 years to decide he's not happy with the work, I wonder how many years he'd take to actually try and take you to court...

I would be tempted to just ignore him and stop replying altogether, and seriously consider reporting further threatening behaviour to the police.

ETA: And I certainly wouldn't refund for work done two years ago, which was quite clearly readily accepted, and would not feel bullied into doing so. That said, I don't own a niche business, so there is the issue of damage limitation. It depends quite how seriously you take his threat of going to court for £60. I would chance it and just filter his emails to Spam...

Kittenonthekeys

Great stuff, thanks all.
Your replies are really helping me see this in proportion, which is sometimes difficult when you work alone as there's no support structure from colleagues.
Er - actually, yes he * is* nuts. Perhaps he needs to raise a bit of cash and sees me as a soft touch.
And yes, will definitely be reporting it to Plod if there's any more.

societys_child

I'm on the side of telling him to do one.

Real shame you can't tell us what the item is . . . I'm just nosy:rotfl:

agrinnall

The trouble is, although he's probably got little or no case, he sounds the type who might well go to court just because it's "his right" to do so, and you have to weigh up whether the cost (financial and emotional) to you of defending is greater than the cost of just paying him off now and being rid of him.