Hi all,
I’m currently dealing with a bit of nightmare customer. This was my quote to her 2 months prior to work commencing via email:
Quote 1 -
Painting front render (2 coats)
Painting front and rear guttering (2 coats)
Painting front and rear fascia boards (2 coats)
Painting back door inside and out + frame (2 coats)
Staining wooden garage door (2 coats)
Price and timeline were also included and she agreed to this and got booked in via email.
2 months later work commenced. Day 1 everything fine. Day 2 she said everything looked good and to send her the invoice. She then realised painting the windows wasn’t in the quote and she was angry at me for that. I apologised if I forgot to include them but they weren’t accounted for in the time or price so I can’t do them.
She also then got angry about the Woodstain I used for the garage door. I used the exact brand, type and colour she requested (have it written in email) but according to her that was wrong because she didn’t know it was satin finish and I should’ve told her. The stain she requested only came in stain finish. She also said the colour was wrong but it was the exact colour she asked me to buy.
Day 3 all hell broke loose. She was really rude to me in person, verbally abusive saying I’m a scammer etc. I asked if she wanted me to finish the job or just get paid for the 2 days and leave. She insisted I finished so I did. End of that day she’s suddenly unhappy with every single thing I’ve done and refused to pay me anything. She stated the render was patchy, things were sanded down properly, etc.
I asked for this written in an email and she didn’t send anything, so I asked again via email. She provided a photo of some rotten fascia that I told her about and the end of the guttering that I couldn’t paint as I’d need use their window to do it. They wouldn't allow me to. No pictures of ‘patchy’ render. They also kept complaining about the garage door but as I said before I used the exact stain they wanted.
I offered to go back and amend her issues or she can have a deduction of £150. She basically told me I can jog on and she’s getting another opinion/report. She said she wants me to come back and paint her windows as she thought they were included in the original quote and I was scamming her??
Fast forward to now she has stated her second opinion from ‘Ivan’ means she’s still not happy. Won’t provide me with the report and says if I want to see it I have to pay Ivan. She said she’ll pay for parts of the invoice but not all of it.
What do I do from here? I was thinking of reducing by a further £50 but I also don’t feel like I should have to. She’s still provided no evidence of the patchy render, I don’t believe the garage door is my fault and the problem areas are so small. She refused my offer to correct them. She also did not provide said ‘report’ like she said she would.
Should I stick to my guns and insist she pays the original amount with the £150 deducted? I don’t really want to take this to court but feel she’s being quite unreasonable.
Sorry for the long post.
I’m currently dealing with a bit of nightmare customer. This was my quote to her 2 months prior to work commencing via email:
Quote 1 -
Painting front render (2 coats)
Painting front and rear guttering (2 coats)
Painting front and rear fascia boards (2 coats)
Painting back door inside and out + frame (2 coats)
Staining wooden garage door (2 coats)
Price and timeline were also included and she agreed to this and got booked in via email.
2 months later work commenced. Day 1 everything fine. Day 2 she said everything looked good and to send her the invoice. She then realised painting the windows wasn’t in the quote and she was angry at me for that. I apologised if I forgot to include them but they weren’t accounted for in the time or price so I can’t do them.
She also then got angry about the Woodstain I used for the garage door. I used the exact brand, type and colour she requested (have it written in email) but according to her that was wrong because she didn’t know it was satin finish and I should’ve told her. The stain she requested only came in stain finish. She also said the colour was wrong but it was the exact colour she asked me to buy.
Day 3 all hell broke loose. She was really rude to me in person, verbally abusive saying I’m a scammer etc. I asked if she wanted me to finish the job or just get paid for the 2 days and leave. She insisted I finished so I did. End of that day she’s suddenly unhappy with every single thing I’ve done and refused to pay me anything. She stated the render was patchy, things were sanded down properly, etc.
I asked for this written in an email and she didn’t send anything, so I asked again via email. She provided a photo of some rotten fascia that I told her about and the end of the guttering that I couldn’t paint as I’d need use their window to do it. They wouldn't allow me to. No pictures of ‘patchy’ render. They also kept complaining about the garage door but as I said before I used the exact stain they wanted.
I offered to go back and amend her issues or she can have a deduction of £150. She basically told me I can jog on and she’s getting another opinion/report. She said she wants me to come back and paint her windows as she thought they were included in the original quote and I was scamming her??
Fast forward to now she has stated her second opinion from ‘Ivan’ means she’s still not happy. Won’t provide me with the report and says if I want to see it I have to pay Ivan. She said she’ll pay for parts of the invoice but not all of it.
What do I do from here? I was thinking of reducing by a further £50 but I also don’t feel like I should have to. She’s still provided no evidence of the patchy render, I don’t believe the garage door is my fault and the problem areas are so small. She refused my offer to correct them. She also did not provide said ‘report’ like she said she would.
Should I stick to my guns and insist she pays the original amount with the £150 deducted? I don’t really want to take this to court but feel she’s being quite unreasonable.
Sorry for the long post.
