Unhappy Customer

 
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Old 01-01-2018, 10:28 AM   #61
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Re: Unhappy Customer


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Originally Posted by AustinDB View Post
if it's 1" low in that one area, how about agreeing to an additional 1" to 1-1/2" across the board for the sake of getting it done quickly and easily?

Does the amount of asphalt you had delivered cover that 1800sqft at a depth of 2"? I'm guessing you guys have a rule of thumb that takes into account it's finished depth after compaction right?
This is what I would want as a customer, and I would gladly escrow the money until completed. A patch job wouldn't cut it.

On a side note, I used to own a flatwork company. I had a customer send me a registered letter stating that he was going to tear out a basement floor and have it replaced because he wasn't happy with it. By the time I got the letter it had already been torn out and replaced. I met with him and basically laughed at him and told him he was crazy if he thought that I was going to pay for the replacement floor as no court would ever agree to that. The worst part for him was that I would have made it right no matter what the problem. But I sure as hell wasn't going to do anything without being able to see it for myself, and I sure as hell wasn't going to pay someone else to do it.
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Old 01-02-2018, 12:36 PM   #62
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Re: Unhappy Customer


I learned MANY, Many, years ago, a good contract must cover ALL possibilities. Mine always said if HO is not happy I get to do any re-dos and all possible areas of complaints were covered. Materials always had to be paid up front. As the HO signed up I gave a verbal warning: " When I am finished you owe me every dime! If you are not happy or there is a problem, I fix it and you still owe me every dime! What we have agreed to on this contract I do, what is not here I do not do. Please read it carefully, if any changes are required we will update the contract." They always had a least 10 days to think it over. Once I start the work the contract is NOT Negotiable. I might note here, I am so nutty about no one getting my labor free that around the paint shop it was almost a joke. I would go out of pocket to insure that anyone using my services knew payment was not optional, I always get paid! (And I always did, no one has ever gotten my work free unless I chose to do them a favor and go above and beyond as a gift) I am a painter and far to many HOs think they can stiff painters. BUT after all of that, I have only done one call back for a complaint. I always do my "best work" and have never once uttered the phrase "That's good enough."
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Old 01-02-2018, 02:33 PM   #63
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Re: Unhappy Customer


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I learned MANY, Many, years ago, a good contract must cover ALL possibilities. Mine always said if HO is not happy I get to do any re-dos and all possible areas of complaints were covered.
I learned long ago that some people are never happy and it had nothing to do with me. I have done pretty good over the years but a few people were trouble and part of the learning process of weeding some folks out.
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Old 01-02-2018, 02:40 PM   #64
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Re: Unhappy Customer


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I learned long ago that some people are never happy and it had nothing to do with me. I have done pretty good over the years but a few people were trouble and part of the learning process of weeding some folks out.
Yup! spot on! Life gets a whole lot easier once you have established a good stable of reliable HOs! But at the start, most of us were just taking any work we could get. It took me about 3 years to really get established and now I am really fussy about who I will work for. If I smell trouble "I am solidly booked for the next 6 months!" And I get a lot more expensive if I smell trouble! That seems to keep me out of those places.
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Old 01-02-2018, 04:33 PM   #65
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Re: Unhappy Customer


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He has refused to even discuss options he said he signed a contract with another contractor and the work is scheduled to be done Jan 5th and he wants existing asphalt removed
Hope you told him get busy then
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Old 01-02-2018, 04:47 PM   #66
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Re: Unhappy Customer


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Again thanks for all of the helpful replies. The driveway is done to city spec and they require 4" of aggregate base and 2" of HMA minimally. 2" is pretty standard for residential drives in this area. Like stated above California laws don't allow us to ask for more that 12% down and it's part of the reason I forgo even taking down payment on smaller jobs because it's simply not enough money to matter.
Like I said I take full responsibility for the asphalt not being the proper thickness but as I went and put eyes on the job I can see the area in question is directly in the middle of a birdbath where the screed possibly dipped and wasn't caught in time. I will be consulting with a lawyer on where do go from here. The ball is in the customers court as of now I won't be tearing it out and will lay the option of capping the driveway out to him but like I said he has work scheduled to begin Jan 5th so if he proceeds with another contractor we shall see what happens
I'd be there no matter what on the 5th blocking the driveway. Inform the guy it is illegal to not let you fix the error. When the next guy shows up find out if he is licensed if not record it and call the proper authorities.
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Old 01-04-2018, 11:45 AM   #67
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Re: Unhappy Customer


Just out of curiosity whats going on? today is the 4th and the other guy is supposed to be there tomorrow.
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Old 01-04-2018, 08:04 PM   #68
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Re: Unhappy Customer


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Just out of curiosity whats going on? today is the 4th and the other guy is supposed to be there tomorrow.
He can't talk now. He is working late demoing the drive for tommorrow........just kidding I don't know but wondered too
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Old 01-04-2018, 11:24 PM   #69
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Re: Unhappy Customer


Maybe he threw down with the HO and is in jail.
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Old 01-22-2018, 12:15 AM   #70
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Re: Unhappy Customer


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Hey guys new to the site but looking for a little input.
Recently completed a paving job and it passed city inspection and when I met with the customer he bagan to tell me he was unhappy with the work because there were a few "bird baths" in the asphalt. I know ideally we shoot for this to no occur but it happens from time to time. I discussed with the owner about possibly placing more mix and then sealing over the top to give it a uniform look at no cost to the customer to which he was ok with.
So before 2 days before the additional work was to be done I hear from the customer stating to not do anymore work that he had met with other contractors who gave him prices to pave the driveway and included that they were all cheaper than the price we had agreed on and that he would be meeting with the city inspector about the work that had been done.
Well long story short the job has now failed inspection because the home owner dug into the middle of the driveway and found a spot that was 1" thick where as the contract stated it would be 2". The customer sent me a text saying he would needs the asphalt removed but a certain date because he has hired another contractor to do the job. Now I take full responsibility for the low spot and have offered to cut out and remove the section because I know for sure the entire job was not done at 1". The customer has refused and said the other contractor will be doing the work. I asked for no money up front and am out thousands of dollars so my question is am I responsible to remove the asphalt or can the customer try and file suit? I have been in business for over 12 years and never had an issue and guarantee all my work for a 5 year period just not sure where to go from here.
Well...............we're waiting.......what happened?

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