Altercation With A Client

deckndave

I just finished an Evergrain deck for an elderly couple. I charged them just under $6k for a 12'x 20' deck 2' above grade. Everything was going just peachy until I submitted them with the final invoice. After demo'ing the old deck I offered to make a few upgrades to what was originally proposed, the dollar amounts of each and describing what each extra would provide for them in terms of value & aesthetics. They agreed to most of the extras I offered so I wrote down each change on the original proposal what each item would cost and had them initial. I did forget to make a change to the payment schedule which I realized after the fact, which resulted in a large final payment.
So I give them the final bill and the wife comes out and makes a b-line for the stair stringer that I left un-faced due to the fact that it was right against the house where it would never show. She had a fit and said she would not pay until I faced it. Anyway, to make a short story long...I wound up being paid the balance of what was owed less $770 until I faced the stringer. So I come back the next day and do the job and as I ask for the balance the homeowner is lambasting me (while writing the check) for all the extras and how high my price is ($25 sf for composite and vinyl is a very fair price) and he doesn't know how I stay in business and all kinds a crazy stuff. He did compliment me on the workmanship as he was blathering at me though. It should be pointed out that I made my argument respectfully to nth degree but I have a question to all of you.

This client was refered to me by their daughter whom I finished a basement for in '07. Do I present my case to their daughter and try to stop the bleeding or just let them slander me and potentially lose business? This is the first time I have ever been given such a hard time when invoicing a client in my 7 yrs in biz.

Yallz thoughts are much appreciated!

Mr. Mike

I think it is because you asked to be paid and they seen you were not done yet before you told them and the total thing you mentioned.

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greg24k

You got paid, leave it alone, you don't need anymore drama. If you go crying to the daughter, they will take it the wrong way and cause you more damage. Let bygones be bygones, they will calm down and who knows, they might do the right thing and recommend someone.

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skyhook

If the price was their only complaint, that's great. Better to be known as someone who does good work but is expensive, instead of someone who is cheap.
I try to avoid those balloon payments at the end, get as much as I can during the job, even if it means asking for a check every other day. Always throw a little humor in there when it comes to money. Never leave more than 10% as final payment. It's all in the contract.

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willworkforbeer

There are some HO's out there who will whine over something no matter what, they feel like they're being "on top of things" by this type of behaviour. You should have done the whole thing for free.

slowforthecones

bottomline you got paid. some people flat out don't pay and start worst crap. it's part of customer service..i know it sucks and you probably don't want to hear this but man bottomline is you did get paid and the check was good I assume? It's all good..u still got paid. Just know next time never to do work for them again or charge them more to account for this times nit picking.

Chris G

Don't do a thing about it.

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deckman22

Forget about it & move on. They are old & grumpy, anyone they tell will know that fact. At least you got paid in full, all is good.

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Gus Dering

Anyone that knows them well probably knows to take their gripes with a grain of salt.
Anyone that knows what a good job looks like will see what you have left as a finished product.
It is hard to leave it alone, I know. But this may be one of those times.
Follow your instincts not your ego.

CF Construction

I'd say (like many others have already) to just let it go. You did your job as you were supposed too and they paid you as they were supposed too. Perhaps, you came off the wrong way for the simple fact that you hadn't completed that one detail you thought it would be good to leave off and they probably felt as if though you were trying to "cheat" them in a way. As someone indicated, usually the final payment should be at about 10%. This way you're covered by ensuring you've been paid for 90% of your invoice and it ensures the homeowner(s) that you'll complete any punch list, or call for any finals inspection(s) needed to close out the job.

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deckndave

Greg24k, your reply is dead on. I just wasn't sure what to do as this has never happened before. I think it was just a case of buyers remorse at the end when they saw the final bill. I typically figure my payment schedules like this: $250 at contract signing, 1/3rd upon start, 1/3rd upon framing completion and balance upon completion but with all the changes we made I forgot to change my payment schedule. Oh well, live & learn right. Thanks to all who replied!

trptman

Yep, you are lucky you got paid in full.
I just finished a job (for anyone that remembers another thread I started where their dog took a big messy dump on my ceramic tile job while I was trying to lay it...ended up with some..um..."brown grout" shall we say) that as we went along, we added some things to the project "while we were at it" and now I'm waiting for them to come up with the money for the extras.

They paid the original price no problem, but for some reason they didn't budget for the extra work as they agreed to it. Not my problem,...but it is since now I'm waiting on them to come up with money. Don't want to have to sue anyone so I'm giving them a little time..but...this sucks all the way around.
Sure could use the dough...so I wish my only problem was that they complained as they wrote the check.

matthewcims

happened to me a few times. Where threw the whole project there fine and at the end they come up with bs because they dont like the price they agreed on. Take the money finish the job and let it go.

jaros bros.

"me thinks he doth protest too much" ...don't drag it out cause it'll make you look guilty

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Josh Jaros www.jarosbros.com Remodeling in The Woodlands, Texas

WarnerConstInc.

Ahhh, the old, I dont want to write the check for the work that was supposed to be done, and is done routine!!!

I always ask those kind if they can find something wrong with what I did first, if they cant write the check.

If they find something stupid I fix or correct it and then they write the check. That helps with the stupid and or stubborn people.

mike stanislaw

sky hook was 100% right don't leave large amounts at the end for final approval, Don't make it worth your clents while to try something stupid.

tcleve4911

Hopefully this will be a cheap lesson in how to run your business.
Whenever you make ANY changes that involve more money, create a change order to describe the change and have them pay the added cost when they sign the Change Order.
That way, they manage their own budget, they know the cost, and the original contract price is never changed.
It's just a good way to keep the financial stuff clear.

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Tom Struble

as crazy as it sounds some people want to feel like they paid an arm and a leg to get something done.the guy that wines to you as he signs your final payment at the same time tellin you what a nice job you did is sayin he's satisfied he will recomend you when people ask who did your deck by saying he's a great craftsman but he's expensive nothin wrong with that in my book

neolitic

They liked your work.
You got paid.
The problem is...............?

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MALCO.New.York

Yep!

Leave it alone!

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