Customer Complaint - Bad Bales?

I have a customer who has been buying hay from me for 3 or 4 years. The customer is a friend who lives a few miles from me. I rarely get a complaint out of 30 or so customers but he has complained the most. Every year most repeat customers contact me with their hay requirement. Every year he is late to give me his requirement so out of respect I contact him for his hay needs which is 300+ small square bales. So this year, one year later after buying last year's hay he tells me out of the 150 3rd cutting bales 50 had mold. I was totally floored. Like most of ya'll I use a moisture meter and hay preservative (CropSaver) which I start applying around 17-24% and quit baling the windrow if it gets much higher. I don't like using the stuff but ya gotta do what ya gotta do when you're up against the weather. I don't keep tedious records for moisture, CropSaver application etc. so I don't remember the conditions of that day.

 

Out of the 700+ 3rd cutting bales, I sold about 60% to six other customers and used the rest for my horses with no issues or complaints. So I'll be paying him a visit this weekend after he gets off the road. I asked him why are you contacting me now and why didn't you contact when you starting noticing bad bales. He indicated that he thought he could work through the problem. So now he is looking for compensation. After the visit this weekend I'll probably compensate to some percentage of the loss. I don't need his business (i don't like whiners and he borderlines as being a whiner).

 

Who else ran into a similar problem?

Customer Complaint - Bad Bales?