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Posted: Mon Oct 25, 2004 10:13 am
by Tahiti
We have had a "professional" in to start block paving my driveway. It is his trade (he doesn't do it as sideline), and we have seen examples of his work which all look OK. We have a problem though. He has broken a set of steps that lead to the front door, knocked the garage door off its hinges and taken a wedge out of the bottom of it (it's UPVC). He admitted the damage to the steps and claims that he will fix them, but has tried to hide the damage to the door and I'm sure wouldn't have said anything if our neighbour hadn't seen him putting it back on the runners! The garage door is less than a year old (as is the brick work out the front) and neither item were cheap.
We have already paid him £700 up front for the materials and the job is incomplete.
What would your suggestions be? Should I hold back on final payment until he fixes the door and steps, or approach him in advance about the issues? I don't really know what to do as I am at work all the time he is on site.
I am a "nice" bloke (read as mug), so any help would be appreciated before I get ripped off yet again!
Thanks for your help!
Rob
Posted: Mon Oct 25, 2004 2:23 pm
by Tony McC
You must discuss these issues with him at the very first opportunity. There's no need to get all aeryated and flustered; just remain calm, ask can you have a quick word about the steps and the garage door, and simply ask him to outline how he plans to carry out repairs, as you need to know how it will all look when complete.
If he denies the garage door incident, tell him not to be silly, as he was spotted by the neighbour, and if he's not going to carry out a proper repair himself, you'll have to bring in a garage door specialist. Naturally, any and all costs will have to be deducted from the final invoice.
Leaving these "issues" until the final reckoning allows the contractor to get the idea that he's got away with it, and he'll be much more intransigent at that stage. By making sure the problems are registered now, he has a chance to get the repairs done before hitting you with the final bill.
If, for some reason, he refuses to carry out the repairs, then put it in writing that you have witnesses, that he is being held responsible for the damages incurred, that you will be asking other tradespersons to provide estimates for the repairs, and the costs will be deducted from any invoice he submits to you. Send this as recorded delivery.
Generally speaking, most contractors will hold up their hands and arrange to have any incidental damge repaired before leaving the job. If it's a couple of hundred quid or so, then they tend to absorb the cost and use it as a lesson to be more careful in future. If it's a bit more costly, well, that's why they have insurance....he does have insurance, doesn't he??
Try the friendly approach first, and then based on the outcome of that discussion, you will have a clearer understanding of how to proceed.
Posted: Mon Oct 25, 2004 3:17 pm
by Tahiti
Thanks for the comments. I needed someone to stop me throwing my toys out of the pram! I'll see if I can speak to him tonight. As for insurance, you would have thought I would have checked, but stupidly I didn't. You live and learn!!
The other problem is that he was recommended by my partner's work colleague and is in fact her husband.
I get the impression he's trying his luck, hence the frustration. It makes things even worse when my partner is a bit of a walk over too!
If I get a positive outcome, I'll be back with the results! If not, I'll pinch his mini digger and do something unpleasant with it. Joking apart, I hate confrontation so hope that we can resolve things amicably.
Thanks once again,
Rob
Posted: Mon Oct 25, 2004 3:29 pm
by Tony McC
I know it can be awkward when "family" are involved, but by broaching the subject immediately, you leave him less room for manouevre and force him to deal with the problem.
Most decent contractors would normally draw such events to your notice, as it's always better for them to let the client know they've had a bit of an 'incident', rather than wait for the customer to go ballistic. It takes the sting out of it, and reinforces the impression of a reputable, honest contractor, making it much harder for the lient to complain.
It's all about customer management - it may seem cynical but, as contractors, we should work to keep the client onside, and neutralise any source of conflict before it develops. If this contractor had called you over and pointed out the damage to the garage door, what could you have done? If you blew a fuse, you'd be seen as being awkward or unreasonable if it ever got to the stage where lawyers were involved - it's actually the contractor that's done the damage, but by owning up immediately, it's the client that's put onto the defensive foot! 
Posted: Mon Oct 25, 2004 3:43 pm
by Tahiti
Exactly. I would be the first to admit a mistake (with an embarrassed look on my face!) and hope for the other person to be friendly.
The thing that gets my goat is that he didn't admit he'd done it. If he had, I wouldn't have been ecstatic, but would have most likely sorted the garage out myself.
I would point out that I have had loads of tradesmen round the house in recent months and he is the only one to have caused me an issue. I just like people to be honest!
Rob
Posted: Mon Oct 25, 2004 4:48 pm
by Nigel Walker
I agree. Honesty is the only way.
Everyone has little accidents on jobs - such as clipping a plaster wall with the wacker plate, damaging an existing gully or drain. If you own up and explain asap after the incident, 95% of the time the client will not be bothered. Yes you will get the odd old git who will moan a bit, but as long as you acknowledge responsibility then things will be ok. It may mean a little extra cost or time on your part, but as least the client is happy. A happy client will tell 10 people how good you are - an unhappy client will tell 110 people hop bad you are.
Morale of the story - never p*ss off the client. (at least until you have been paid !!)
Any decent contractor will always add that little bit extra on the pricing for occasions like this
Nigel
Posted: Mon Oct 25, 2004 4:54 pm
by Tahiti
Exactly. And if he had acknowledged the damage at the time, I would more than likely have let it go. I am going to give him one more chance to come up with an amicable result before going down the formal letter writing route. I am not a confrontational person so I hope that he just holds his hands up.
I have to tread carefully as he is the husband of my partners friend, but surely that would make him even more honest?
The thing that frustrates me is that my partner returned home to find him re-fitting the door after he had knocked it off the runners. Why he didn't just point out the damage to her there and then I cannot understand! I just cannot be doing with dishonest people.
You are right - if it isn't sorted out, I will not be passing on any glowing reports, and the sad thing is that I work with three people looking for pavers and they would give him the business if he'd done a good job.
If anyone knows a good paver in North Kent, give me a shout and I'll pass the details on!
Posted: Mon Jan 17, 2005 12:12 am
by lee
Hi tahiti, Unfortunately a similar incident for me. We had been asked to demolish 1/2 an house and prepare for an extention that had to be built in its place.. Whilst dismantleing the front porch, a piece of timber that had been used as a roof joist fell from where it had been resting and had a 6" nail poking out of the top of it... it punctured the garage door of the clients garage... as you rightly said, I felt embarressed, but more importantly felt the need to inform the client right away. We gave them 2 options, either we just get the door repaired by the original installers or...the client could make a claim against our insurance....either way we wanted the client to feel incontrol of the situation...
Bearing in mind it was an accident and not through stupidity, the client just deducted the money from our invoice for that month! The delt with the installers themselves!
We had built in a contingency for accidents / overhire etc...
The outcome of this has bonded a better trust between our business and the client..
We try to adhear to this practice with any client.
I don't have any advice for your situation, except i would definately let him know he 'WAS' going to get 2-3 jobs after yours!
It hurts!