Customer Vs Trade Dispute - Natural Stone Tiles - TilersForums.com

[templar018080]

hey paul, thanks! polishing the floor down does sound better.

 

[DHTiling]

Actually it is honing the floor...:smilewinkgrin:

 

[templar018080]

ah yes, honing it down, will look good in my response...

I'll let everyone know how it goes, so others may hopefully benefit if they come accross these new breed of cow boy customers!

 

[DJS]

Interesting read for a new starter like myself.

I agree the customers request does sound unreasonable, if there are only 2 tiles affected. They should allow you the opportunity to fix it in how you see fit.

If they demand the 2 tiles are re-laid - I would recommend honing as an initial course of action as it would be the least disruptive option. If they are not happy with results, then you could still offer to relay the 2 tiles.

Good luck with your reply and hope you end up with a satisfied customer. You do hear the odd story about people who just wanna argue to try and haggle the price down. Really hope you haven't got one of those!!

 

[cja]

Having just been through the courts from the opposite side of the process, i'd agree the customer is being unreasonable. He should give you chance to rectify - where rectification means that you have the chance to go back and 'make it good' - this is assuming that a 'reasonable' tradesperson would agree with the customer that the lip isn't acceptable. If, after you attempting to resolve then they are still not happy, then again it comes down to what is reasonable - if the only way ultimately is to remove the floor and re-do it, then that would be the course of action, but only if sanding didn't give the finish..

With something subjective like this, then reasonable is the key..

 

[templar018080]

Hi all, here’s an update on the dilemma:

I wrote several letters offering a honing solution applied to the 2 or 3 travertine tiles to reduce the slight lippage, that I could get a third party to carry out at no extra charge, if he contributed towards my material costs incurred thus far (£75).

I gave a deadline for the gentleman to reply by and pointed out that if he didn't respond in 14 days then it would be taken that he is now satisfied with the works.

Anyway he did respond, be it very short compared to my correspondence, and this was it:

Ref Conservatory flooring

We write to advise you that we do not accept your solution of the honing of the number of tiles which have degrees of lippage which gives an uneven floor surface.

We do not accept the deadine which you have given us and will not in future accept deadlines. We have taken legal advice on the matter and are awaiting survey reports and as soon as these are available we will put the matter into the Small Claims Court as we have been advised to do. We are out of the country for 12 days and will deal with situation on our return.

 

[mikethetile]

I dont understand why you asked him for a further £75

if he refused to give you a date that you can return and rectify the works he has shot himself in the foot

it doesnt matter whay he says or does now you stick to your guns

 

[mikethetile]

im sorry templar

ive just reread your original post and realised you havent been paid

waste no more time arguing with him and pm Dan for the details of a firm he knows who will help you get your money

 

[templar018080]

no worries mike, ill do that now.
cheers

 

[hillhead]

We don't need these type of crap customers,stick to the advice as above and get your money through the court!
They are just being impossible and the court will see this,keep good records of all and good luck.