Non paying customer??!!! - Plumbing Forum | Plumbers Forums

plumbingmad · 24-11-2008

Hi,
Im interested to hear a few other peoples opinions on a situation that ive found myself in.

I recently quoted for a bathroom refurbishment and emailed the customer the quote with details of the work, timescale and price. The customer rang and after a little negotiation we agreed a lower price.

One week into the job and it has become clear that there is additional work that is required in order to complete. Mainly the lighting circuit has no earth and requires a repeat visit from my electrician and the extractor fan that they have since requested be replaced(not mentioned on quote) requires a vent as the previous one just emptied into the loft space.

The customer is insisting that these additional works are my financial responsibility despite no mention of them in the original quote. They have made it quite clear that they will not make full payment for the bathroom until these additionals are completed.

Therefore ive called the lads off the job and told the customer I intend to recover payment for the the weeks work carried out so far. (£750)

The customer has suggested that they will make a counter claim against me on the basis that ive left them with a non-flushing toilet/no shower etc basically the inconvenience of having a half finished bathroom.

I intend to start legal proceedings to recover this money but am concerned if his counter claim has any legal grounds...

any advice/ experience gratefully recieved....

johnmcginty · 24-11-2008

If it is not in the quote then he has no legal claim against you , though If I were you I would go round and put the loo back in and then make the claim. Did he sign the quote??

plumbingmad · 24-11-2008

The toilet is there and waste connected, just has no flush as it is to be a concealed cistern that requires a lot of work still to be installed. The customers were left with instructions for manual flushing and had been happy with the arrangement.

The quote was done via the internet and no paper copy signed.

There are undoubtedly big lessons for me to learn from this with regards issuing detailed quotes that are signed. But from this point in I just need some advice as to how to proceed

johnmcginty · 24-11-2008

Mate go to UK Legal Questions & Online UK Law Advice. Ask Solicitors and Lawyers for Advice with Employment, Real Estate, Immigration, Divorce, Child Support, Private Client & More! - Just Answer! ...Same thing happened to me recently and it's just not good for business.

**uug197h** · 24-11-2008

we do a terms and conditions and we have them signed before we start most of the time its when the job is booked

mcmoby69 · 24-11-2008

be careful , new regs came in recently about a 7 day cooling off period. look on the argi website
Association of Registered Gas Installers ARGI • Index page

i havent finished reading all the posts on it yet but it looks like a real can of worms!!!

plumbingmad · 24-11-2008

Naturally im sat here nervously wondering if ican lose my business over something like this....

can anyone offer a worst case scenario? Does anyone know of someone that has been sued for something similar.

I feel that there is unlikely to be a scenario where the customer now has us finish the job, so im more concerned that the customer can claim some form of compensation????

many thanks for all your invaluable replies...

Kings · 24-11-2008

I think there is a law saying you have to be paid for any work done but not sure.

I hope it goes well for you, it might be worth trying to re-negotiate by putting in a new reasonable quote including the additional work that's required to meet the regs. This way at least you can say that you have been as fair as possible and done everything to try and finish the bathroom, also offering to continue the work.

They will argue that you are trying to raise the costs mid job though but I'm sure by now that they might just want it finished.

One route which will hurt is to offer to finish for the original quote - take the hit and walk away, but that's your call.

Good luck!

NickH · 24-11-2008

I know it really grates but you might be best to take a hit on it and finish the job as priced, trouble is some people are natural born ar**holes and they could cause all sorts of problems for you. Having said that you might finish it all and still not get paid. Difficult choice mate.

plumbingmad · 24-11-2008

Thats my question though....what is "all sorts of problems?"

Thanks for your comments, though I doubt he will have me back....several other tradesmen were there at the same time and all independently told me they would never go back because the customer was seemingly so awkward.