Well Greg you REALLY NEED to work on your organization skills. You can be the best tradesman in the world but with the POOR organization skill you showed on this job you will have LOT of unhappy customers.
Here is what I would do in this case. TAKE them a bill, in person ( Very important to apologize face to face), for the materials ONLY!! Show the original labor charge and then show a credit equal to your labor amount, for their time and damaged equipment. This seems fair to me in this case. YOU MESSED up big time in several ways, damaged equipment and VERY POOR follow up on the job. So they really should not pay the full bill but they did get the materials you installed.
Now for future jobs. You need to be better organized so you DO NOT drop the ball like you did on this "job". Simple way is to get a regular old spiral ring note book. Write down today what you NEED to do tomorrow. Anything not completed today gets wrote on the next sheet for the next day. This would include the need to call the furnace guy and also call the customer to keep them in the loop on what is going on. I don't care if you have to copy something forward fifty times the simple fact of writing it down MAKES you remember it!!!! This is simple to do and it is mostly idiot proof. I see these morons trying to do this with a smart phone. What happens if they lose or damage their phone???? Everything lost. Plus writing and typing are two different things to your mind as far as memory goes.
I would not beat myself up too bad but I would make darn sure and NOT do this type of thing again.
Also are you licensed and insured???? IF not QUIT until you are.
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