Hi Pippy,
Would appreciate some advice on the following.
My mum is 75 years old and needed some repair work doing to a garden wall. She has had problems in the past trying to get builders around to quote for small jobs because they don't seem to want to know. A friend of hers recommended someone so she got him around to give her a quote (verbal estimate). He told her the job would entail putting in some new blocks, shouldn't take anymore than a day and wouldn't cost anymore than £200. She felt this was reasonable so gave him the go ahead.
He did the job, took about three and a half hours and didn't use any blocks, she thought he was going to be here for the whole day. She got the bill and it said, "Labour only £200". We rang the guy and told him we thought his bill was a bit steep for the amount of work that had been done. He originally quoted £200, but took much less time and used less material than he thought. When asked why the bill was still £200, the guy said that there were two extra hours for ringing around to get materials (he's a builder, ringing around to get sand and cement?) and that he had to pay to get rid of the rubbish. We said that all these costs would already have been accounted for in the original estimate. We asked for an itemised bill.
The itemised bill has labour at £100 and materials and expenses at £100. He has charged us £20 for getting rid of rubbish (a bag or two which would have cost us £2 at the local tip but we weren't given that option); he has charged us for diesel on top of this; he seems to have marked up the cost of sand by 150%!!; charged us £13.50 for Feb Mix of which he will only have used a capful; and other things besides.
The guy obviously made these figures up. He could have written anything, as long as he could diddle the 200 GBP out of you.
Unfortunately, in such a case, there's little you can do as a customer. He's done the job to your satisfaction, and now he can claim the agreed amount. The workman is the "professional", he knows (roughly) how much time he'll need for a job and which other cost may be involved. As a customer, you often don't have the knowledge and experience to estimate whether or not a quote is fair and justified. So if you accept the quote, you "trust" that this quote is fair and appropriate to the amount of working hours as well as the quality of the completed work.
In your case, it wasn't. The guy exploited your trust and quoted a price which he knew was far too high for the job. If he'd had decency, he would've knocked 50 quid off - and still would have walked home with a fantastic hourly wage.
Unfortunately, this is the attitude that you find among numerous workmen, and that is also reflected in many of the responses in this thread. If you get overcharged - tough. You naively agreed the price, now you have no other choice than pay.
He is quite clearly ripping my mum off. What we need to know is, is my mum obliged to pay the bill because she accepted his verbal estimate (even though the job was much less than he thought and he is quite clearly overcharging on the materials)? We were thinking we would pay him £150 because that seems more reasonable.
As mentioned above, I guess she is, as she paid for a service not for a particular number of hours. It's very difficult to evade the occasional workman rip-off when you're not in the building trade and when you have to trust these people. It's also obvious that negative experience like yours does not create a cooperative and trusting relationship between workmen and customers but rather one, in which customers learn to be sceptical towards tradesmen and find their own ways to avoid the swizz.
It's a shame, but at the end of the day it's almost always the customer who feels ripped off, and not the workman who can rely on getting his money for the job. Reading the responses to your initial thread, I don't think this imbalance is going to change soon.