Traders - can you help?

h0ney

I have recently completed a bathroom including tiling for a customer. I gave them an estimate for five days back in June 08 for around £1500. The job took nine days in total largly due to the customers indecisiveness and additional work that was required when tiles came off etc. the bill came to just over £3000. The customer and his wife were entirely happy with the work and their new bathroom. They are now refusing to pay the bill and called me every name under the sun including 'rogue trader' which I strongly object to. Have been in the plumbing and heating trade for 10 years and have run my own comany for 4 years with not one complaint or snag.
Hence I am unsure what to do in this situation - does any one have any advice?
Thanks in advance

andyhop

what did your quote origionally quote for?

Any additional work should have been pointed out, something in writing (as verbal means nothing) and how much to sort

i too have been had over by joe public,when tiling in a room looks fine you make a slight allowance for minor patching when removing,but this job the whole wall came away from brick....walls needed to be dot and dabbed with hardiboard and cost over £300 in material,verbally agreed extras but nothing in black and white,End of job all is happy until i give them as agreed the extras bill!

Learn from your mistakes,If you have a written quote and any pictures of the work progressing then you have a good chance in the small claims court

Send a letter recorded delivery first stating that if the matter is not sorted you will commence legal proceedings

h0ney

I do have an original written estimate but no update through the job unfortunately. It is very clear that the description of works and subsequent was an estimate not a quote though. Am unsure whether to cut my losses and charge less or going through small claims?

jockster211

Hi Honey

Didi you let them know throughout the works that there were going to be differences vs your quote? Was no cost mentioned at that point?

I think if you gave them a quote, then thats exactly what it is. If it was an estimate then your paperwork should clearly state so. I usually give an estimate for a big job & usually fall +/- 10%. But to present a final bill of more than double? Sorry but I'd be saying a few things about you too.

As for what to do next...if you've kept the customer up to date with the additional costs maybe they'd be prepared to meet you half way? Tactfully explain what was done & why it needed to be done?

Jockster

WobblyGoblin

I can see it from their point of view (depending on how up to date you kept the cost discussions).

If you took your car in for some work at the garage, was told the cost would be £1500 and then turned up the following day to find they had done a load of extra work for another £1500 without getting your permission you would be annoyed.

However, if they called you up and explained what else needed doing you at least have a chance to tell them to forget it or weigh up your decisions. You might not have that extra £1500.

I think it all depends on whether you were explicit with them in explaining the additional costs during the job.

h0ney

I think I was pretty clear, for instance in estimate I put to 'tile walls after plasterer makes good' Then had a discussion with customer and he decided not to employ a plasterer and do it himself which was disastrous and I therefore had to redo in oorder to get a good finish. The customer was aware of this. Customer also asked for an extra rad not on estimate and to resheet and tile entire floor which was also not on estimate. I explained that the job would take considerably longer and they told me to proceed. Also quoted for installation of a standard bath (1700 x 750 ish) and he bought an l shaped plus l shaped screen which took far longer to install. My paper work very clearly says estimate. I think the job changed a few times since then and I am sure I am at fault for not being more explicit. If the job had just been the works as per estimate then the cost would have been the same more or less. It is the additional work that did ( which they requested)

I can appreciate the garage analogy - that would annoy me too but the customer was on site all the time and agreed or requested each extra.
Tricky one, I feel awful that my customer relations have turned sour.

nickj_2

it happens
the only way to go is to give them a price for extra work as you go along
if they don't like the price then either do the work themselves or get someone else in
also get it down in writing asap - then there can be no disputes

EliteHeat

Sue them. You are clearly not in the wrong and as long as your estimate does not specify the extra work done then you should be laughing.

Rogue traders? rogue customers more like.

thebaldwindowfitter

we always get a contract signed for work we carry out and stick to the quote on the order obviously until something extra crops up were we give them some idea of how much extra this will cost .verbal agreements are no good over the years ive had plenty of heated discusions between me customer/surveyor because the customer says that something was included in the price but when its on a contract it protects both parties.like you i learnt the hard way

lawrie28

Have you visited them? I have always found that dealing with a dispute face to face works out best for everyone. just say you would like to meet for a chat. It is much harder for someone to get agressive face to face, and you can sit down, with notes if you need to, to put across your point of view.

h0ney

The call only happened today but I will suggest a meeting - I have noted all the extra works and who agreed on it at the time etc. Thank you all for taking the time to resopond. I shall keep you posted!