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Discuss Carpet damage - customer pulling a fast one but are us tradeppl over a barrel? in the Plumbing Forum | Plumbing Advice area at PlumbersForums.net

B

Bathbeyond

Well, this is a new one on me. Has anyone got any thoughts on the following?
I completed a bathroom job and invoiced for the last portion of labour earlier this week. They had expressed how delighted they were with the finished article and that it was a lovely job. Fast forward to a my first chase of the invoice where the lady suggests it had landed in her junk folder. Another day or so goes by when I receive an email again saying how beautiful the bathroom looks followed by:
- there is a dent in the doorframe
  • the additional work to fit a shaver socket is too expensive (£75 but involved chiselling out walls by hand - power tools would have created a huge mess/damage to the wall - as well as plasterboard repair once it was fitted). She suggests an hours labour is fair
  • The carpet is now threadbare in places where the protection was lifted after the job

She then asks me to adjust my invoice by way of recompense.

My feelings on this are as follows:
-Genuinely didn't notice a dent on the doorframe but would be happy to make good.
- My electrician is a well educated, well spoken gent who gave tons of advice on good products and saved them a fair bit on what they ultimately chose for the renovation in terms of lighting and the extractor. The shaver socket was a job added by the customer half way through and he had to create a new electrical drop from the mirror he had already fitted. He worked very hard on being careful not create damage to the wall and it wasn't as simple as just popping a socket in within an hour.
-The carpet is fairly old I'd say and likely to be on her list for replacement - likely at my expense. I always put down protective carpet film and have NEVER had an issue with it removing the fibres of carpet - quite often it looks nice and clean after as it lifts the dirt.

Slightly less relevant as these were given off my own back:

-I supplied underlay FOC for their click vinyl as I had some in my garage
-I double boarded a wall - no charge for the board or extra labour
-A wall was re-rendered FOC

I realise the last 3 items were on my own back but it seriously grates when you've been so good to a customer and they repay you in this way. I'm seriously disappointed in myself for being so decent to such greedy people.

Rant over - but wanted to know if anyone has had similar experiences. I am owed a fair amount of money for the supposed beautiful bathroom but will be saying that any claims must be dealt with separately - they cannot be simply 'knocked off the bill' as she is demanding. Do we tradesmen always have to 'take it on the chin' and stump up when we know we are not to blame? It doesn't seem right somehow - would insurers visit and look at her old carpet and point out that I took care to protect it so her claim is invalid/unjust?



-
 
SimonG

SimonG

Plumber
I think the cost of the carpet would be the same as the underlay, double boarding and rendering 😉😉
 
M

Murdoch

Res.Electrician
£75 to supply and fit a shaver point , including test and certificate is too cheap for a start ...
 
P

PETE 123

from my past with people like that is to get as much as you can and move on otherwise sleepless nights and bad feelings towards them but thats me.
 
Pickwickpick

Pickwickpick

Plumber
Gas Engineer
from my past with people like that is to get as much as you can and move on otherwise sleepless nights and bad feelings towards them but thats me.
Yep that's generally my approach, it grates and its wrong, but can't deal with the agro these days, I just put them on the list of people I won't work for again.
 
king of pipes

king of pipes

Esteemed
Plumber
Gas Engineer
However careful you are there will be little niggles on jobs it knowing what's accept able and what's not it sounds like your being had a bit here, give a little customers will expect more and more foc. Kop
 
O

oz-plumber

Esteemed
Plumber
To done and rid of the problem and to throw a spanner in the customers works, I would take my insurance excess off the works done.

I would say the the customer my insurance excess is xxxxx.
Would this cover the cost of repairs.
If they're not happy with that, charge the full amount and let them know you will be informing your insurance company regarding the matter.
Let them deal with the insurance company.

You're going to lose your excess either way.

I would also document everything and send the customer emails regarding the matter.
If they accept, you lose a little and have no further problems or dealings with them.

I've done this 1/2 a dozen times over the years, but once done, the grief / stress disappears quickly.

Just keep all emails and documents regarding the matter in case they try to scam you after the fact.
 
snowhead

snowhead

Esteemed
Plumber
I'd contact her and explain the work that went into doing the socket and the extras you didn't charge for.

Say you're prepared to come and look at the door frame and repair if you think it's as a result of your work and finally say you won't be adjusting the invoice as you'll be passing the carpet issue to your insurance and will be taking photos of the carpet to submit to them when you look at the door frame.
 
SimonG

SimonG

Plumber
Also need to look at the product you used to protect the carpet.
 
M

Murdoch

Res.Electrician
Carpets don’t go threadbare when they lifted . that description suggests it was worn out
 
B

Ben-gee

Esteemed
Plumber
How long was it down for ? The one I used (think it was roll ‘n’ stroll) said to be left for a maximum of 4 weeks, not sure if others are the same?
 

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