Awkward customer

[mrct]

I've just completed a 15 m2 toilet walls and 3 m2 mosaic floor. As you walk into the room the window is not central to the wall, the boxing in built for the toilet is. The big square silver flush box is central to the boxing is so in setting out I centered the flush. I was on the job for two days with the customer coming in and out at various stages of the job and being happy with it all. As I left she said she would bacs over the balance and was really happy with the job. I didn't hear from her for three days. I then got a scathing email complaint that the window wasn't tiled central and she wasn't happy. I explained that the window was not central to the wall yet the boxing in and the flush and toilet were and this is where I centered the tile. If I had tried to tile the window central then the line for the flush and loo would of been out of line and the eye would of been drawn to it. She still wouldn't have it so I said I would pop by to talk it through. I didn't hear from her in a week. Eventually I pinned her down and managed to go and have a look, when I was there she was quite rude and kept going on about how she didn't care about the loo or boxing being centre, I knew I wasn't going to win so I said ok ill do what ever you want to rectify it. She said give me 24 hrs to get back to you - it's been 7 days now and she isn't returning my calls- where do I stand ? She hasn't paid me a penny either.

 

[Andy Allen]

Sounds like shes trying to get out of paying. One would assume if she was going to bacs payment then she was happy with the job.....probably had some know it all look at the job and pick holes in it.

If she's ignoring you then I would send a letter recorded delivery demanding payment in full. Any issues can be sorted but she has to give you that opportunity. .she cant just ignore you...

 

[widler]

Knock on her door every day if its not to far " hi just checking if you have been the bank "
Every single day

 

[Mr Tiler]

give it a few more days then go round and take a hammer to the tiles, walk away a satisfied man weather you get payment or not!

 

[One Day]

Tiling has a creative element to it.
If she commissioned a portrait and then argued afterwards over minor details, she would have been better painting a self-portrait.
Stand your ground.
It's your job, you profession and your experience.
Questioning your set-out like that is an insult.

DO NOT alter it.
Job done well = payment due.

 

[Andy Allen]

Must admit I've got a bit wise to this. When I have set a room out I allways talk it through with the customer before starting. Saves any issues when finished. .

 

[radim]

send letter demanding payment. she was happy when finished so thats it.
lesson for today - NEVER leave customer's house without payment.

 

[John Benton]

Wherever possible I show the customer where the joints will fall, when setting out and find out what their preference is. Give them the choice and then it's their problem if they don't like it.

 

[One Day]

Other lesson for today; don't give customers too many choices.

Offer them carefully and be prepared to "steer" their decision so they feel it was theirs, even though it was yours!

 

[mrct]

It's now going to court. I sent a recorded delivery letter as I still hadn't heard from her in 14 days. I stated in the letter her issues and my response and requested full payment as I hadn't heard from her. Since then another 7 days have gone and nothing.

Then out of the blue I now have a response saying my issues regarding the flush and loo being centre are " nonsense" but like I've said before the window hasn't even been built centre to the wall !!!

i got tipped off the other day that she had been talking to another tradesman ( a painter) and he told her she had to respond or it would go against her in court. And guess what fell onto my door mat today five weeks late. Nope not the money but her response.

I have posted sited a pic of what I've centered on another post today. Please let. Me know your thoughts. 30 yrs tiling 14 yrs running my own biz and this is my first legal dispute. Really don't need it.

 

[STEVO]

She's not gonna win. she had every opportunity to say she didnt like it throughout the job and at the end. no excuses for her behaviour. Pursue and dont give up.