Hello all I have a query relating to customers. I did some cladding five month ago which turned out to be a nightmare . Customers were made aware of scaffold needed . Once scaffold was erect the customers complained regarding one upright stopped one of there patio doors from opening . They had access through the other door. They claimed they was too warm and opened them both for cooling. Anyway I knew I had nightmare customers. So we did the job and got the scaffold down within three days of it going up. They complained at everything and anything . I explained that obviously there is gonna be scaffold and there is gonna be banging and a little disruption . Anyway five month has passed and they mailed me regarding a part of there cladding has warped . I suggested I replace the section and I have no answer as to why this has happened I have not seen this as yet. Now I am receiving mail from them Ohh this isn't right and the verge a piece of cement has fallen out . I get a terrible feeling they are being very picky since I got this customer off my builder . They haven't left a review as yet so I feel I am in a way being blackmailed how long would one guarentee cement work for . Bear in mind the verge was buttered over and they was made aware that it isn't the best way. .. how would you deal with this situation.
tricky customers
- Thread starter leoibb
- Start date
Go and visit the job and take it from there.
All work will be guaranteed for 1 year unless stated that a temporary repair was made.
Andy[/youtube]
All work will be guaranteed for 1 year unless stated that a temporary repair was made.
Andy[/youtube]
As above no point giving them ammunition I take it was timber cladding that was fitted and was one of the end boards that have warped I quiet often find when I'm fitting the Mc of the wood is still maybe higher than the atmosphere and when it starts to dry out especially in the summer. Even with the grooves on the back. They only work if placed on the right side in relation to the end grain I usually screw and fill the last board. Hopefully it's just a 5 min fix Good luck
Thanks for that . It was actually pvc clad. I was am willing to change the bottom section which is I feel above what is needed but due to knowing the temprement of the customers I just sooner save hassle and deal with it. However then I get mail off them this is wrong that's wrong. My question is why wasn't it brought up far sooner it's been five month. Are they just being picky and expecting too much ? I suggested they seek legal advise after the last email off them. However I really don't wanna be unfair . My thoughts is if the cod has warped like claimed then assuming it is fitted correctly it would be manufacturing fault but. To save hassle I would deal with this but strangely a load of problems have suddenly arose . Do I let them take the legal route or do I do everything I am asked to avoid a bad rating on my builder site. I'm thinking that it don't matter how much I stretched for them I will prob still get bad feedback. I spoke with my builder regarding this and there advise was to negotiate doing the cladding for exchange of good feedback. I didn't really like that option as it feels like I am begging for Good feedback.
Maybe a simple bunch of flowers for the the women of the house and if the doesn't take too long then no charge. Then they think there are getting something for nothing but obviously don't make yourself out of pocket. There properly the sort of people to bad mouth quickly but if you go your way even when there being a pain they maybe the sort to give a good word. Also keep a record of things and what you did to rectify the problem. It's just unfortunate that are people like that
Did you do a contract and what does it state?
Could they email you photos of any problems so you can be prepared when you go to visit (have parts and materials etc)? You could also post them here for others opinions.
If they haven't left a review after 5 months they have probably forgotten about it, Dont bring it up and hopefully you wont get a bad one.
Could they email you photos of any problems so you can be prepared when you go to visit (have parts and materials etc)? You could also post them here for others opinions.
If they haven't left a review after 5 months they have probably forgotten about it, Dont bring it up and hopefully you wont get a bad one.
m You sent 153 days ago:
hello can you confirm that you have recieved the quote?? hope all is well
m Received 153 days ago: mark unread>
Hi Lee - Yes sorry not got back to you earlier. Couldn't access the quote by email but have the quote through mybuilder. 900 to replace wood with pvc and then 150 to repair verge, repaint, remove cement and replace with concrete. If you could please pop a round with a few sample colours for us to choose from that would be great. If you could pop round one evening would be great just let us know which evening and we can arrange date for job. Thanks
m You sent 152 days ago:
Hello Kay yes give me a day or eve to pop over with the clad samples please
m Received 7 days ago: mark unread>
Hi Lee
You replaced the wooden cladding on back of our house about 4 months ago. Unfortunately the majority of the cladding is now warped and stuck out with big bulges and gaps in it. Every time the sun comes out it gets great big bumps in it. I know we had big communication problems during the time you were doing the job so if you could please contact my husband (Simon) on his mobile 07504746684 to sort out (available weekends/after 6 during week). Thanks, Kay (36 High Ridge Park, Rothwell)
m You sent 7 days ago:
Not sure what that could be . As you can appreciate I am very busy so please call to discuss however I'm at a loss as to what I could do regarding this. But call . I maybe speak with supplier to find out if this could happen . As we don't fit cladding daily I am uncertain of every possibility of what could or does happen . I can't say I've ever come across this before
m You sent 7 days ago:
Can I,have more details regarding this problem . How long has problem gone on for ? Has the pvc discoloured ?
m Received 2 days ago: mark unread>
Could you please let us know if you have contacted supplier re warped cladding to back of house. Hubby called 5 days ago his number is in previous message. Could you please contact him and let him know how you will be correcting this problem.
m You sent 2 days ago:
I clearly spoke to hubby and told him to speak to me after New year . He has my number . And am sure he will contact me for further information .
m You sent 2 days ago:
I would prefer you not to contact me . We seem to clash . Leave your husband to it he is quite capable of dealing with it.
m Received 18 hours ago: mark unread>
Hello Lee,
I have been having another look at the work you carried out on our house and have found that the edge of the tiles on the roof that you put concrete in has now got chunks missing/holes where it was smoothed off. This will also need rectifying when you come over to replace the faulty cladding. I think it's best to let you know in advance so you can bring the required materials and tools etc.
I have just been reading the last couple of messages you sent back to my wife and I don't think that's an approriate way to speak to a customer whether you clash or not, there was no malice intended. If you look at it from our point of view, we have paid hard earnt cash for a job doing and the results are far from pleasing. This in mind, I think we have been very calm about the situation.
Just thought i'd mention it,
Simon.
m You sent 16 hours ago:
Quite blunt there was pressure from day one having us commit to a day which we was hard push to do. You was made aware of scaffold going up but then decided the pole was in the wrong place and it was too warm . The job was done asap and scaffold was down . Now I've said what I am prepared to do and that's what I'm prepared to do no more no less.. if you are not happy with this I suggest you take legal advise before demanding what is to be done and what is not I will also point out that you was given options for the cladding with a booklet which I brought and the clad you got is the clad you chose . I have no idea why it has warped but it will be dealt with bit no more .
m You sent 16 hours ago:
Could you please leave a review good or bad thank you
m Received 12 hours ago: mark unread>
I have merely explained to you that the job I have paid you for hasn't been done properly. The materials used were chosen from a brochure that you gave us and the only choice we had was the colour. The cladding itself has not been fitted properly and is obviously not up to the job. We have been left with gaping gaps, bubbling and badly warped cladding which has resulted in leaking in my conservatory. The fascia and soffits were not sanded down as you said you were going to, just painted over. The concrete at the edge of the roof tiles has already come away in about three different places leaving holes under the edge.
You have just stated that you are only prepared to do what has already been agreed even though I have told you that there is another problem. Unfortunately, this means you are not willing to put right the work you have done which is not acceptable to me. I have no further option but to get another contracter in to correct the work and I will forward the bill on to you for payment. If this is not paid, I will be taking you to the small claims court to get reimbursed. Is that blunt enough for you?
Simon.
m You sent 11 hours ago:
Yes tjankyou . I can confirm the barge board was rubbed down . However it really don't matter what I say as you believe and do what you want. I have already taken legal advise last week . The offer that was made was above and beyond what would be expected . Due to the time scale and reporting the problems .. if this offer is still unacceptable to yourselves then ceasing all comunicatipn would be wise and follow the route you intend
hello can you confirm that you have recieved the quote?? hope all is well
m Received 153 days ago: mark unread>
Hi Lee - Yes sorry not got back to you earlier. Couldn't access the quote by email but have the quote through mybuilder. 900 to replace wood with pvc and then 150 to repair verge, repaint, remove cement and replace with concrete. If you could please pop a round with a few sample colours for us to choose from that would be great. If you could pop round one evening would be great just let us know which evening and we can arrange date for job. Thanks
m You sent 152 days ago:
Hello Kay yes give me a day or eve to pop over with the clad samples please
m Received 7 days ago: mark unread>
Hi Lee
You replaced the wooden cladding on back of our house about 4 months ago. Unfortunately the majority of the cladding is now warped and stuck out with big bulges and gaps in it. Every time the sun comes out it gets great big bumps in it. I know we had big communication problems during the time you were doing the job so if you could please contact my husband (Simon) on his mobile 07504746684 to sort out (available weekends/after 6 during week). Thanks, Kay (36 High Ridge Park, Rothwell)
m You sent 7 days ago:
Not sure what that could be . As you can appreciate I am very busy so please call to discuss however I'm at a loss as to what I could do regarding this. But call . I maybe speak with supplier to find out if this could happen . As we don't fit cladding daily I am uncertain of every possibility of what could or does happen . I can't say I've ever come across this before
m You sent 7 days ago:
Can I,have more details regarding this problem . How long has problem gone on for ? Has the pvc discoloured ?
m Received 2 days ago: mark unread>
Could you please let us know if you have contacted supplier re warped cladding to back of house. Hubby called 5 days ago his number is in previous message. Could you please contact him and let him know how you will be correcting this problem.
m You sent 2 days ago:
I clearly spoke to hubby and told him to speak to me after New year . He has my number . And am sure he will contact me for further information .
m You sent 2 days ago:
I would prefer you not to contact me . We seem to clash . Leave your husband to it he is quite capable of dealing with it.
m Received 18 hours ago: mark unread>
Hello Lee,
I have been having another look at the work you carried out on our house and have found that the edge of the tiles on the roof that you put concrete in has now got chunks missing/holes where it was smoothed off. This will also need rectifying when you come over to replace the faulty cladding. I think it's best to let you know in advance so you can bring the required materials and tools etc.
I have just been reading the last couple of messages you sent back to my wife and I don't think that's an approriate way to speak to a customer whether you clash or not, there was no malice intended. If you look at it from our point of view, we have paid hard earnt cash for a job doing and the results are far from pleasing. This in mind, I think we have been very calm about the situation.
Just thought i'd mention it,
Simon.
m You sent 16 hours ago:
Quite blunt there was pressure from day one having us commit to a day which we was hard push to do. You was made aware of scaffold going up but then decided the pole was in the wrong place and it was too warm . The job was done asap and scaffold was down . Now I've said what I am prepared to do and that's what I'm prepared to do no more no less.. if you are not happy with this I suggest you take legal advise before demanding what is to be done and what is not I will also point out that you was given options for the cladding with a booklet which I brought and the clad you got is the clad you chose . I have no idea why it has warped but it will be dealt with bit no more .
m You sent 16 hours ago:
Could you please leave a review good or bad thank you
m Received 12 hours ago: mark unread>
I have merely explained to you that the job I have paid you for hasn't been done properly. The materials used were chosen from a brochure that you gave us and the only choice we had was the colour. The cladding itself has not been fitted properly and is obviously not up to the job. We have been left with gaping gaps, bubbling and badly warped cladding which has resulted in leaking in my conservatory. The fascia and soffits were not sanded down as you said you were going to, just painted over. The concrete at the edge of the roof tiles has already come away in about three different places leaving holes under the edge.
You have just stated that you are only prepared to do what has already been agreed even though I have told you that there is another problem. Unfortunately, this means you are not willing to put right the work you have done which is not acceptable to me. I have no further option but to get another contracter in to correct the work and I will forward the bill on to you for payment. If this is not paid, I will be taking you to the small claims court to get reimbursed. Is that blunt enough for you?
Simon.
m You sent 11 hours ago:
Yes tjankyou . I can confirm the barge board was rubbed down . However it really don't matter what I say as you believe and do what you want. I have already taken legal advise last week . The offer that was made was above and beyond what would be expected . Due to the time scale and reporting the problems .. if this offer is still unacceptable to yourselves then ceasing all comunicatipn would be wise and follow the route you intend
It seems this is pretty much the contract:
900 to replace wood with pvc and then 150 to repair verge, repaint, remove cement and replace with concrete.
You said you would repair the verge, It would be reasonable for this repair to last a few years at least so I would say this need repairing.
I assume you used a colored woodgrain cladding? These do expand and contract quite a bit.
Did you use shiplap cladding or hollow soffit board?
Did you leave expansion gaps and use the proper joiners?
Did you batten out the wall first and what were the spacings between the batons?
I would suggest you have a word with your cladding supplier to see if they have a recommended fitting guide, Assuming you have fitted it as they would recommend get them to come and see it.
Its tricky to offer any further advice without seeing the job or pics but assuming they arnt embellishing it sounds bad for you.
900 to replace wood with pvc and then 150 to repair verge, repaint, remove cement and replace with concrete.
You said you would repair the verge, It would be reasonable for this repair to last a few years at least so I would say this need repairing.
I assume you used a colored woodgrain cladding? These do expand and contract quite a bit.
Did you use shiplap cladding or hollow soffit board?
Did you leave expansion gaps and use the proper joiners?
Did you batten out the wall first and what were the spacings between the batons?
I would suggest you have a word with your cladding supplier to see if they have a recommended fitting guide, Assuming you have fitted it as they would recommend get them to come and see it.
Its tricky to offer any further advice without seeing the job or pics but assuming they arnt embellishing it sounds bad for you.
Rosewood cladding because its dark absorbs more heat will expand more than white and has a tendancy to warp or bow especially in south facing elevations to the point where various suppliers round here [Derby] won't guarantee it if thats where its fitted but even ambient heat seems to affect it
I believe by law you have to give at least a 1 year guarantee on your works so you'll just have to bite the bullet and replace the affected cladding, don't however offer another 12 month guarantee on this further work though as it falls under the original
I work for a company that contracts to the insurers that sell the 10year policies and i/we get 2 customers like that a week and thats before we've done any work, sometimes you just know that no matter whatever you do they will always find something to complain about.
We get customers or policy holders as we call them that stick a claim in for a leaking conservatory roof on a 8 year old install, by the time the claim is processed and an appointment is made and we turn up to assess and make recommendations to the insurers on whether its wear n tear or workmanship etc etc they have had time to do a walk round and pick holes in every aspect of the install so when i get there to look at a leaking roof i get hit with a shopping list of defects, technically any further faults that aren't on the the first claim will need a new claim submitting but small jobs like shrunken silicone/toe and heeling/quick adjustments we'll do.
Some of the faults you see are years old, when pressed they will say 'oh yes its been like since it was fitted' or 'it was never right from day one' thinking that this helps the claim be approved but infact divulging that info to me makes it worse as unbeknown to the policy holder within the small print it says all faults have to be reported within 30 days of noticing
These customers get nothing from me
I believe by law you have to give at least a 1 year guarantee on your works so you'll just have to bite the bullet and replace the affected cladding, don't however offer another 12 month guarantee on this further work though as it falls under the original
I work for a company that contracts to the insurers that sell the 10year policies and i/we get 2 customers like that a week and thats before we've done any work, sometimes you just know that no matter whatever you do they will always find something to complain about.
We get customers or policy holders as we call them that stick a claim in for a leaking conservatory roof on a 8 year old install, by the time the claim is processed and an appointment is made and we turn up to assess and make recommendations to the insurers on whether its wear n tear or workmanship etc etc they have had time to do a walk round and pick holes in every aspect of the install so when i get there to look at a leaking roof i get hit with a shopping list of defects, technically any further faults that aren't on the the first claim will need a new claim submitting but small jobs like shrunken silicone/toe and heeling/quick adjustments we'll do.
Some of the faults you see are years old, when pressed they will say 'oh yes its been like since it was fitted' or 'it was never right from day one' thinking that this helps the claim be approved but infact divulging that info to me makes it worse as unbeknown to the policy holder within the small print it says all faults have to be reported within 30 days of noticing
These customers get nothing from me
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