Dealing with confrontational builder

mutley74

We started 6 weeks ago some roofing and exterior works. We used a builder after many discussions who had done some work at neighbours house a few years ago and he appears to have many years reasonable ratings on 2 traders websites.

As the job started, he found other issues which we had to pay, I told him I would have expected him to at least tell us these could be potential issues (and extra costs) at the start.

He has now a few times accused our family of "pestering him and his workers". Right through all the heat spell we were supplying non-stop cold drinks and frequently answering the door to allow for toilet use - with no thanks from them or the boss.

One time the boss calls and says "we are pestering his workers and delaying the job" because I asked a question when they were having a break! Also told me they don't like anyone watching them. I only been out a few times every other hour to see how the work is progressing!

Yesterday, one of his workers rings our doorbell asking what we should do as they broke an exterior light fitting. I go outside then the boss arrives and tells me again to "stop pestering his workers and delaying the job and let them finish".

I told him back your team called me outside and I have a right to see what's happening on our house.

There are a few areas where that has been some incidental damage from the scaffolding.

Seek some advice how to handle this going forward.

Also, how would one leave a genuine low rating but with no come back and also ensuring a guarantee is honoured?

We have paid about 90% of the total cost (as he hassles us for money right through the job and once would not even wait till the next day for payment). (a mistake I would not do again).

thanks

sheenas

You have paid 90% of the money, that leaves him in the boss seat. These are standard builder tactics be rood and add in extras as they go along. I would not worry about the guarantee at this stage. Get the job done properly first. I would review the work after the builders have left for the day and take notes and photos. Anything you are not sure about I would consult some independent advice. Regarding damages at this stage I would drop an email to the builder. Simply state that xyz has been reported as broken.

Hehaw2025

Sorry to hear that you are going through this, sounds like a bit of a nightmare.

What were the issues that were found that resulted in the additional costs and what was the original agreed works? Was it a full new roof, some guttering, etc.? Sometimes additional issues wont be common as expected and it will be a genuine unknown.

You should tell the boss that his workers have been constantly pestering your family, constantly needing drinks and to use the bathroom if he says you have been pestering his team.

I suspect his team have been messing about when the boss hasnt been around and they’ve said that you’ve been the reason they’ve fallen behind.

Make a note of the damage caused by the scaffolding and the light fixture and speak with him the next time he is there and ask him to replace/fix before they finish the job.

You know you have made a mistake handing over 90% of the agreed sum however do not give him more cash until the job is done, plead poverty and tell him a family member is helping cover the costs etc. just do not give him any more cash.

If you dont mind, how much have agreed yo pay him originally and how much is he expecting to be paid for the full works?

mutley74

https://forums.moneysavingexpert.com/discussion/comment/82078461#Comment_82078461

Originally it was some roof and guttering repairs. But when I saw the underlying aged damage of the roof, we proceeded to a full roof replacement (which he had quoted for too). He demands a 50% deposit on any works.

The extras he should have notified us was replacement roof windows (as apparently the existing ones not compatible with current flashing kits) and moving a boiler flue (which resulted us in paying a gas engineer £200 to redo the flue). plus extra cost to finish inside of the velux windows which he has said was not part of his installation fees!

A scaffolding pole was in the middle of the tile garage roof. However, I note that the end tiles and dry verges have all been dislodged and "wonky". I suspect vibrations from the scaffolding have caused this movement. When I asked one of workers, they said it was nothing to do with job. Also, can see daylight gap at the edge of the velux!
There is also some damage to a conservatory roof and exterior lights.

I have already told the boss in writing about the latter issues. The garage tiles issue I just noticed recently.

Total job is £25k. £2100 outstanding.

After being insulted several times I am now standing my ground not to pay a penny more.

Section62

https://forums.moneysavingexpert.com/discussion/6677263/dealing-with-confrontational-builder

As the job started, he found other issues which we had to pay, I told him I would have expected him to at least tell us these could be potential issues (and extra costs) at the start.

On any job additional things can crop up during the work - roofing in particular is a tricky one as until you take the tiles/slates off you don't really know what is going on underneath, and you won't necessarily see all the faults viewing from ground level. If you wanted to know everything which was (or could be) wrong with the roof before the job started then you would have needed to get a surveyor in - with safe access to the roof - so they could carry out a detailed inspection for you.

Depending on how you "told him" of your expectations that could be where things started to go wrong. Without meaning to that might have set the tone for the rest of the job.

There was no obligation on you to provide drinks, or to allow use of your indoor toilet. You could have made it clear at quotation stage that they'd need their own toilet, so the quote could have included welfare facilities. Offering drinks is kind, but might be unwelcome, and the workers may have felt it was impolite to refuse. This could be the reason why they were less than grateful… thinking their effusive appreciation might result in even more drink breaks.

Section62

https://forums.moneysavingexpert.com/discussion/comment/82078501#Comment_82078501

I suspect vibrations from the scaffolding have caused this movement.

Can you post a picture of the tiles? My initial reaction is that you'd need a very clever expert witness to prove this as a cause.

After being insulted several times I am now standing my ground not to pay a penny more.

Be aware that if the builder takes legal action to recover the remaining amount the costs for both sides can escalate very rapidly. Standing your ground can be very expensive. If it was a few hundred pounds the builder probably wouldn't bother - but you are getting close to 10% of a five-figure bill here.

The builder should be willing to negotiate on the damage, but the 'extra' items don't seem unreasonable to me.

ButterCheese

I would not "stand your ground", as above, you don't want to get into any court battle with this. At the end of the day, you've paid the money (nearly) and they've done the job. They also found other issues which you agreed to put right and pay them for that. The only thing they are "guilty" of doing is being a bit rude. It is not uncommon for tradespeople to have poor customer service skills. But it is also not uncommon for customers to be overly intrusive. No-one likes to be watched excessively when they work, and I suspect this is a bit 6 of one and half a dozen of the other? Just ensure the work gets done properly and don't use them again. But to introduce any form of appeal now will just cost you a lot of money and stress

mutley74

https://forums.moneysavingexpert.com/discussion/comment/82078539#Comment_82078539

I dont want more stress and agree with many points you raise.

But if they refuse to fix the faults with work and damage, then what grounds do I have? Can I withhold some monies till this is agreed or ask Checkatrade to mediate?

stuart45

Did you go through Checkatrade as a verified customer. Their warranty is up to £1.000 as a verified customer.

XRS200

A few times every other hour seems excessive to me.

GDB2222

On some other forum there’s a thread “Dealing with confrontational customer”.