Nightmare customer
Discussion
Right I will try and cut this down as much as I can.
I like it
The floor isnt level
The floor hasnt settled flat
Im not sure on the colour
It hasnt gone smooth
Its nothing to do with the colour its just not flat
It hasnt been laid correctly
The floor is a resin based floor with a flake thrown in, now to be honest everyone who has seen it, even we think that the colour scheme is awfull, what she has picked is just down right disgusting, but she asked for it at the end of the day.
With regards to the other points
The floor not being level- Well no its not, we were only contracted to to do the floor, there is nothing we can do about an unlevel substraight, she knew this
The floor hasnt settled flat- It has settled flat, its settled flat on the unlevel floor, which again we werent contracted to sort out that floor she herself had that screeded
It hasnt gone smooth- It has gone smooth, but again, its gone smooth over the unlevel floor, and it now has a flake in in it, which you wanted as it is a safety floor, otherwise it would be like a sheet of ice, just what is needed in a swimming pool area
It hasnt been laid correctly- It has, the only people in our company that we allow to do this jobs are the ones who have gone through the training, and all work is inspected afterwards.
Unlevel floor, just come back to this one, the floor would be impossible to level anyways and a silly idea aswell, its a swimming pool, the floor is set to carry water to the drain or back into the swimming pool, would you like a swimming pool full of screed or blocked drains, what we have put down is self levelling to a point, but it will self level to the floor its on, she knew that
The jist of it is, she doesnt like the floor, because frankly her colour picking is awfull, she would be wearing bright luminous pink and yellow at funeral judging by her colour picking skills
Does any one here have a good solution to this, as far as she is concerned she doesnt want to pay, as far as everyone else is concerned she has to pay, you cant get out of paying just becuase you dont like it, she picked the floor she knew what was going down.
If the floor was wrong then fair enough, we would hold our hands up and rectify it, but its not, there is nothing wrong with it, apart from the colours, problem being though she doesnt want to pay, its insurance company money aswell. I guess she might be trying to pull a fast one on the insurance company to get more money out of them
In the situation as we do like our customer service here, what is the best way to go about this?
- Woman claims on insurance for her swimming pool to get it redone.
- Insurance company pays out, the job is contracted to a local firm
- We are then contacted by them as we do a lot of work for them, to lay in a new safety floor
- Woman comes up, picks what she wants
- Woman then changes her mind and goes for something else
- We lay floor for her
I like it
The floor isnt level
The floor hasnt settled flat
Im not sure on the colour
It hasnt gone smooth
Its nothing to do with the colour its just not flat
It hasnt been laid correctly
The floor is a resin based floor with a flake thrown in, now to be honest everyone who has seen it, even we think that the colour scheme is awfull, what she has picked is just down right disgusting, but she asked for it at the end of the day.
With regards to the other points
The floor not being level- Well no its not, we were only contracted to to do the floor, there is nothing we can do about an unlevel substraight, she knew this
The floor hasnt settled flat- It has settled flat, its settled flat on the unlevel floor, which again we werent contracted to sort out that floor she herself had that screeded
It hasnt gone smooth- It has gone smooth, but again, its gone smooth over the unlevel floor, and it now has a flake in in it, which you wanted as it is a safety floor, otherwise it would be like a sheet of ice, just what is needed in a swimming pool area
It hasnt been laid correctly- It has, the only people in our company that we allow to do this jobs are the ones who have gone through the training, and all work is inspected afterwards.
Unlevel floor, just come back to this one, the floor would be impossible to level anyways and a silly idea aswell, its a swimming pool, the floor is set to carry water to the drain or back into the swimming pool, would you like a swimming pool full of screed or blocked drains, what we have put down is self levelling to a point, but it will self level to the floor its on, she knew that
The jist of it is, she doesnt like the floor, because frankly her colour picking is awfull, she would be wearing bright luminous pink and yellow at funeral judging by her colour picking skills
Does any one here have a good solution to this, as far as she is concerned she doesnt want to pay, as far as everyone else is concerned she has to pay, you cant get out of paying just becuase you dont like it, she picked the floor she knew what was going down.
If the floor was wrong then fair enough, we would hold our hands up and rectify it, but its not, there is nothing wrong with it, apart from the colours, problem being though she doesnt want to pay, its insurance company money aswell. I guess she might be trying to pull a fast one on the insurance company to get more money out of them
In the situation as we do like our customer service here, what is the best way to go about this?
You knew the floor wouldn't end up flat or level due to the standard of substrate it was going down on. Did you put that in writing to her??
If you did, point out that you told her in writing the floor wouldn't be flat or level.
If you didn't point out to her, in writing that you told her verbally the floor wouldn't be flat or level.
OR
contact the insurance co/ firm that contracted you and ask if they are happy for you to redo the job at their cost.
If you did, point out that you told her in writing the floor wouldn't be flat or level.
If you didn't point out to her, in writing that you told her verbally the floor wouldn't be flat or level.
OR
contact the insurance co/ firm that contracted you and ask if they are happy for you to redo the job at their cost.
She was told verbally and the contractors who we were subcontracted for were told of this aswell, so she cant get out of that, agreed it should of been in writing, but it will be 2 against 1 on that note from us and the other company.
However it has nothing to do with it not being level it is the colour scheme she has chosen, reluctant to post pics and more details at the moment just in case
However it has nothing to do with it not being level it is the colour scheme she has chosen, reluctant to post pics and more details at the moment just in case
Agreed.
In this type of situation, you need to decide whether you have actually done something wrong. If you have, put it right.
Failing that, can you do something cheaply to make them happy, if so, consider that.
However, there are always going to be a 10% of customers that are difficult and 2% that are just downright unreasonable or will 'bend the truth' in order to cover their own mistakes.
When it comes to the last 2% I have always been happy with the knowledge that I am quite happy working with the 98% of the market to not have to waste time on them again.
Cover yourself in writing, and put forward your case in duplicate to both the customer and whoever is paying you if that is the insurance company. Be careful to state that the work is completed and payment is due.
In this type of situation, you need to decide whether you have actually done something wrong. If you have, put it right.
Failing that, can you do something cheaply to make them happy, if so, consider that.
However, there are always going to be a 10% of customers that are difficult and 2% that are just downright unreasonable or will 'bend the truth' in order to cover their own mistakes.
When it comes to the last 2% I have always been happy with the knowledge that I am quite happy working with the 98% of the market to not have to waste time on them again.
Cover yourself in writing, and put forward your case in duplicate to both the customer and whoever is paying you if that is the insurance company. Be careful to state that the work is completed and payment is due.
Sorry guys for late reply, got sidetracked yesterday.
Yes we will be, being paid by the contractor we subcontracted for.
We have done nothing wrong everything has been laid to specifications laid out by the product company, its a case of she doesnt like it, and to be honest no one else does because of the colours she has gone for, there is nothing wrong with floor we have laid down.
We even had to spend more time than was qouted for trying to clean the substrate up to ensure a good adhesion
Now she wants a tile floor in there, which she can have but it will be out of her pocket not ours
The other problem is we cant upset the contractor as we do get a fair bit of work from them, but we cant afford to loose a couple of grands worth of work at the moment
Yes we will be, being paid by the contractor we subcontracted for.
We have done nothing wrong everything has been laid to specifications laid out by the product company, its a case of she doesnt like it, and to be honest no one else does because of the colours she has gone for, there is nothing wrong with floor we have laid down.
We even had to spend more time than was qouted for trying to clean the substrate up to ensure a good adhesion
Now she wants a tile floor in there, which she can have but it will be out of her pocket not ours
The other problem is we cant upset the contractor as we do get a fair bit of work from them, but we cant afford to loose a couple of grands worth of work at the moment
Possibility now, we might not be getting paid for this, going down next week with the other contractor and insurance company, will have to fight this one, as we have done nothing wrong, she just doesnt like it, we have even offered to put more flake in to the floor for her, for free, she doesnt want it, at a guess, because she doesnt like it
pits said:
Possibility now, we might not be getting paid for this, going down next week with the other contractor and insurance company, will have to fight this one, as we have done nothing wrong, she just doesnt like it, we have even offered to put more flake in to the floor for her, for free, she doesnt want it, at a guess, because she doesnt like it
Don't put all your eggs in the basket waiting for the amicable solution.It is always best to follow up the situation separately and formally on the terms that the work is completed and payment is due.
Should the discussions not go well you will have to do that anyway and all you have done is delayed things for weeks. Also by following up requests and then demands for payment it 'sharpens up' the responses with regard to how quickly they need to discuss things.
Right, insurance company has been out and she has convinced them we said the floor would be level, and they arent paying out.
So its gone from
Liking it
Not being level
Hasnt been laid correctly
Not liking it
Slight frustration with this woman now, as I know people can be this stupid, bottom line is she doesnt like it, but what person, I am refraining from posting what I really think of her on a personal level, thinks that a swimming pool, of all places should be perfectly flat smooth and level, honestly!
So, insurance company have said no, on the grounds she doesnt know what she is on about, anyone got any ideas, thinking of sending her a consultancy bill for the same price of the work
So its gone from
Liking it
Not being level
Hasnt been laid correctly
Not liking it
Slight frustration with this woman now, as I know people can be this stupid, bottom line is she doesnt like it, but what person, I am refraining from posting what I really think of her on a personal level, thinks that a swimming pool, of all places should be perfectly flat smooth and level, honestly!
So, insurance company have said no, on the grounds she doesnt know what she is on about, anyone got any ideas, thinking of sending her a consultancy bill for the same price of the work
pits said:
Yes we will be, being paid by the contractor we subcontracted for.
We have done nothing wrong everything has been laid to specifications laid out by the product company, its a case of she doesnt like it, and to be honest no one else does because of the colours she has gone for, there is nothing wrong with floor we have laid down.
We even had to spend more time than was qouted for trying to clean the substrate up to ensure a good adhesion
Now she wants a tile floor in there, which she can have but it will be out of her pocket not ours
The other problem is we cant upset the contractor as we do get a fair bit of work from them, but we cant afford to loose a couple of grands worth of work at the moment
The nightmare customer is the original contractors NOT yours!We have done nothing wrong everything has been laid to specifications laid out by the product company, its a case of she doesnt like it, and to be honest no one else does because of the colours she has gone for, there is nothing wrong with floor we have laid down.
We even had to spend more time than was qouted for trying to clean the substrate up to ensure a good adhesion
Now she wants a tile floor in there, which she can have but it will be out of her pocket not ours
The other problem is we cant upset the contractor as we do get a fair bit of work from them, but we cant afford to loose a couple of grands worth of work at the moment
If you have done nothing wrong then the original contractor should pay you - if he doesn't you need to chase him.
Your contract is nothing to do with the Insurance Company or the stupid cow.
If you haven't invoiced - do so without delay.
You say the "everyone" agrees with you - then there should be no reason for the original contractor not to pay you.
If he doesn't sue him.
There is no point in having a one-sided business relationship with the original contractor. If he gets upset - tough! - after all, if he doesn't pay you when you have delivered as agreed you should ask yourself if you really want to do any work for him in the future.
Edited by sgrimshaw on Wednesday 6th May 11:47
Simon has it right.
Simply put your contract, whether verbal or written is with contractor number 1. Not the insurance company or the insured.
You have done as they asked, invoice them, chase for payment, take them to court. Since you don't intend to work for them again you have nothing to lose.
Are they in the crap because they subcontracted the work and shouldn't have?
Simply put your contract, whether verbal or written is with contractor number 1. Not the insurance company or the insured.
You have done as they asked, invoice them, chase for payment, take them to court. Since you don't intend to work for them again you have nothing to lose.
Are they in the crap because they subcontracted the work and shouldn't have?
Tyre Smoke said:
Simon has it right.
Simply put your contract, whether verbal or written is with contractor number 1. Not the insurance company or the insured.
You have done as they asked, invoice them, chase for payment, take them to court. Since you don't intend to work for them again you have nothing to lose.
Are they in the crap because they subcontracted the work and shouldn't have?
+1.Simply put your contract, whether verbal or written is with contractor number 1. Not the insurance company or the insured.
You have done as they asked, invoice them, chase for payment, take them to court. Since you don't intend to work for them again you have nothing to lose.
Are they in the crap because they subcontracted the work and shouldn't have?
Your contract is with the contractor who hired you. It doesn't matter whether he is working on Santa's Grotto and is getting the money from elfland.
You need to invoice the contractor. You don't need to speak to anyone else from this point. If the contractor is getting **it in completing the job then so be it - that is what they are making a profit to do. If the contractor has issues with your work then they can take it up with you direct and you can argue with them.
JustinP1 said:
Tyre Smoke said:
Simon has it right.
Simply put your contract, whether verbal or written is with contractor number 1. Not the insurance company or the insured.
You have done as they asked, invoice them, chase for payment, take them to court. Since you don't intend to work for them again you have nothing to lose.
Are they in the crap because they subcontracted the work and shouldn't have?
+1.Simply put your contract, whether verbal or written is with contractor number 1. Not the insurance company or the insured.
You have done as they asked, invoice them, chase for payment, take them to court. Since you don't intend to work for them again you have nothing to lose.
Are they in the crap because they subcontracted the work and shouldn't have?
Your contract is with the contractor who hired you. It doesn't matter whether he is working on Santa's Grotto and is getting the money from elfland.
You need to invoice the contractor. You don't need to speak to anyone else from this point. If the contractor is getting **it in completing the job then so be it - that is what they are making a profit to do. If the contractor has issues with your work then they can take it up with you direct and you can argue with them.
And write in large letters above your desk "We don't work without signed paperwork confirming the specification ordered"
Gassing Station | Business | Top of Page | What's New | My Stuff