Customer Rant

[Brucey]

So 6 weeks ago I had a job to remove a customers 30 year old boiler and install new worcester.
Done the job, 1 weekend (2 days) and left the customer I thought was happy.

Now 6 weeks later they contact me in a text message saying they're aren't happy and I didn't follow their instructions on how they wanted the Pipework!!
Currently all the pipes lay under the boiler and connect to the existing, but now the customer wants them to the celing, thought the roof into the next room where the HWC is.

The messages was very blunt that they would take me to court if I didn't choose to remedy the work. I'm going there this weekend to do the works, but now I'm a days money down as I've had to move another customers job.

Fuming at the general public, and if I get anymore of this crap work i'll get back to a company!!

 

[bigads28]

If they didn't specify that at the start then tell them to jog on!

 

[Destroyer2813]

How did it state on your quote you where going to run the pipework

 

[Barry98]

6 weeks sorry but that's out of the time frame to complain

 

[P J F PLUMBING]

We have 30 day terms in our complaints procedure

 

[Masood]

Way too late to change their mind, unless they've been away for the past 6 weeks and only just seen it? Did they specify in any way at all how they wanted the pipework run?

 

[hammers4spanner]

How did it state on your quote you where going to run the pipework

I always state in my quote as well where pipes will be located

I would stand your ground as surely the cust would see quite quickly the issue of where the pipes are run

 

[woodsy]

If this was not specified in your quote as a result of of their request, then as said above I would have told them to jog on, unless of course you know it looks a dog and perhaps should of suggested / or done it in the first place.

 

[hammers4spanner]

It is shocking tho how many custs try it on these days

 

[Ch4 plumbing]

Sounds like They are pulling a fast one!!! I would give them a price to move the pipework and if they complained refer them back to the original quote.

 

[Barry98]

They obviously need it moving now for a reason , it won't even get to court

 

[woodsy]

It is shocking tho how many custs try it on these days

I totally agree & it feels like it's getting worse. Too many people also want rolls Royce jobs done but want to pay skoda prices but at the end of the day it's up to us to make sure that we do a belt & braces job on the quotes and cover all angles so that there is no argument.

 

[GrahamM]

As said. Unless this was made abundantly clear before works this was how they were wanting job done I would be using the phrase "take a run & jump".
You would be crazy to undertake this work for free otherwise!

 

[Ermintrude]

Deck that mate. Tell them it's £500 and if someone else touches your install the warranty is out of window. They probably won't get you to service it so don't loose any sleep

 

[Clint 1979]

Custards take the wiz sometimes, I did a gravity to combi conversion the other month.....3 weeks later get a text saying he wants his cylinder back cos his mate down the pub reckons he'd get £100 for it scrap!
I told him it's gone and to tell his mate he should change his beer to lemonade!!!
(we did agree before work started that I would get rid of scrap).

As the others said, it's a long time to leave it to be picky, unless they have changed there mind and trying it on!

 

[Brucey]

Thanks guys for the support/response.

I'm undertaking the work purely because it's my reputation and checkatrade rating at risk.
However the quotation was all verbal, as was the go ahead so no actual paper trail.

I'm gutted this has happened, she was there throughout the job and as I said she was happy when I left. As mentioned above about the servicing, shes already had another plumber in after me for the electric shower...

I think the thing now is to get a signature after the works complete to say 'i'm happy'

 

[Ermintrude]

Love it when they ask for the boiler as it's worth loads .... Here's the boiler do u want the fire front too? Ha ha ha ha

 

[Clint 1979]

Thanks guys for the support/response.

I'm undertaking the work purely because it's my reputation and checkatrade rating at risk.
However the quotation was all verbal, as was the go ahead so no actual paper trail.

I'm gutted this has happened, she was there throughout the job and as I said she was happy when I left. As mentioned above about the servicing, shes already had another plumber in after me for the electric shower...

I think the thing now is to get a signature after the works complete to say 'i'm happy'

Did you get her to sign the Benchmark? There's a paper trail right there that says the boiler was installed to MI's and boiler/controls were explained to custards satisfaction!

I know it doesn't cover the pipework issue but if it all goes tuts up, your covered on the installation!

Good luck

 

[julesverne]

Happened to me yesterday on another thread luckily i caught them out by pure luck/chance. TBH it is rare this happens and from now on i will take pictures of everything from now.
your in a hard place if they threaten your checka trade score. But suppose it is a lesson everything in writing.

 

[Pssst]

No ..dont even respond. He/she is a bottler for sending their cute little text message anyway.

 

[bigads28]

Thanks guys for the support/response.

I'm undertaking the work purely because it's my reputation and checkatrade rating at risk.
However the quotation was all verbal, as was the go ahead so no actual paper trail.

I'm gutted this has happened, she was there throughout the job and as I said she was happy when I left. As mentioned above about the servicing, shes already had another plumber in after me for the electric shower...

I think the thing now is to get a signature after the works complete to say 'i'm happy'

You need to beef up your paperwork I think, so that this kind of thing won't happen again. Quote so that it specifies whats going to happen and how it's done.

 

[lame plumber]

if its to get checkatrade rating, doesnt matter if they complain as you can respond to comments and everyone cops a numpty now and then. Point out your happy to respond at a price, your being had like retaurants with their requests for discount unless they give a free drink etc

 

[gassafe]

Yep, verbal quotation only is always going to cause trouble sooner or later...

throw it in as she wants it & skip the inhibitor to save a few pennies 😉

 

[Neil K]

Thanks guys for the support/response.

I'm undertaking the work purely because it's my reputation and checkatrade rating at risk.
However the quotation was all verbal, as was the go ahead so no actual paper trail.

I'm gutted this has happened, she was there throughout the job and as I said she was happy when I left. As mentioned above about the servicing, shes already had another plumber in after me for the electric shower...

I think the thing now is to get a signature after the works complete to say 'i'm happy'

Sounds like the other plumber was in her ear slagging off your work and trying to imply he would have done a better job. Wouldn't worry about it mate

 

[midlands based]

Dont go back or you are accepting that you have done it wrong. Do your other job.