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Uh-oh

 
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Old 06-27-2019, 05:58 PM   #1
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Uh-oh


So, hey guys.. im having a hard time finding any info on this online. So I figure maybe theres some pros in here that have been doing this for longer than I have.

So recently I had a big remodel project. It came out great, we really did a good job, I'm proud of my boys. The only problem is after a 14 week turn around from gutted to put back together, toward the end my client was very pushy about "get it done" he even scheduled movers to get him back in before we were completed.

So we put a small rush on things in the end. Unfortunately, we all know how quick work goes. Not well. So one of the last things we were doing was the master bathroom. My guys pulled overtime, did non-stop work to get it done. They messed up some crown molding, they also messed up the Tile shower.

The home owner loves his shower, but he has a dog he let off his leash.. his son's father in law. who is chewing me out over the mistakes. (Its glass tile, tiny little tile pieces.) some got waves in it, in a small portion and others are not sitting against the wall completely.

he wants me to completely take out the shower and put it back together.

That would cost me more than I even profited on the job. Itd be putting the business in a hole.

So, my question is, what are my options and whats best to do?

the small things like crown we are redoing no problem, any small things around we have come back and fixed or touched up.

But the shower is a monster looming over me now. Its sealed, it works, its not faulty. Its causing no damage to the bathroom at all. It just isn't the best looking.

Do I;
A.) Eat the cost and be put in a hole.
B.) Offer a refund on the shower.
C.) Do nothing? if that's even an option. I don't want to hurt the reputation either.

Thanks
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Old 06-27-2019, 06:01 PM   #2
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Re: Uh-oh


Also, he says my options are "Fix it, go to court or lose your license"

Is this something I can be sued over?

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Old 06-27-2019, 06:07 PM   #3
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Re: Uh-oh


Whatever it takes, make it right.

It's not worth the hit to your reputation, which will cost you far more in the long run.

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Old 06-27-2019, 06:25 PM   #4
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Re: Uh-oh


You don't have a contract with that guy, do you?

Did the HO already sign off? Anything in writing from the HO saying he was happy with it?
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Old 06-27-2019, 06:28 PM   #5
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Re: Uh-oh


Quote:
Originally Posted by 2MuchPaperWork View Post
Also, he says my options are "Fix it, go to court or lose your license"

Is this something I can be sued over?
Yes, you can be sued over nothing.

Did the guy put your options in writing?
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Old 06-27-2019, 06:30 PM   #6
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Re: Uh-oh


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Originally Posted by hdavis View Post
You don't have a contract with that guy, do you?

Did the HO already sign off? Anything in writing from the HO saying he was happy with it?
All we provided was an estimate which he accepted. The estimated stated for materials labor and tax.

I'm having a meeting with him tomorrow where Im going to go with him on a walkthrough to go over any and all concerns he may have. The problem is that the other guy may be there at the same time. So far he hasn't been in the HO ear at all about the issues he has with the place. As far as I see it, if the HO is happy, and he was the one living there, the other guy doesn't have a say. BUT I don't want him to start putting unhappiness in my clients head either.

Tomorrow we are going to form a check list, and the checklist will be signed that these are all the issues that he has with the work. The list should be small, we have rectified and finished many things in the past week.

I just don't want to end up in court if that's even possible, but I also want to make sure he is happy with the outcome over all. I'm not in the business to just make money, I want to keep my clients happy also.
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Old 06-27-2019, 06:32 PM   #7
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Re: Uh-oh


I told the guy that was chewing me out that the HO has expressed happiness with his shower and no concerns. He only replied to me that he doesn't care if the HO is happy, he cares if his own self is happy with it.
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Old 06-27-2019, 06:33 PM   #8
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Re: Uh-oh


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Originally Posted by hdavis View Post
Yes, you can be sued over nothing.

Did the guy put your options in writing?
No nothing in writing, just confronted me at the job site and stated it.
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Old 06-27-2019, 06:38 PM   #9
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Re: Uh-oh


First off, who was your contract with, the HO or the father in law? You should be dealing with the guy writing the checks.

Having said that, any crappy workmanship needs to be fixed on your dime.
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Old 06-27-2019, 06:40 PM   #10
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Re: Uh-oh


http://www.brmhomesllc.com/wp/wp-con...Guidelines.pdf

NAHB has a performance guidelines that give standards (very low) for construction work. I would talk to the owner directly and discuss the situation. Do it now! The longer you wait the father in law is going to keep yapping and making it worse.

That said, you LET him dictate your schedule. You're the owner and EVERYTHING is on your terms. IMO this is your issue and you should fix it. I've had the same issue and we finished after they moved in. I know that short term inconvenience is forgotten far sooner than poor craftsmanship.

It took me a long time to learn, but 1 bad conversation alleviates 99% of issues down the road. I wish you luck, cooler heads prevail. Make sure you finish the job you would want potential clients to see.
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Old 06-27-2019, 07:02 PM   #11
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Re: Uh-oh


Quote:
Originally Posted by eastcoastjoe View Post
http://www.brmhomesllc.com/wp/wp-con...Guidelines.pdf

NAHB has a performance guidelines that give standards (very low) for construction work. I would talk to the owner directly and discuss the situation. Do it now! The longer you wait the father in law is going to keep yapping and making it worse.

That said, you LET him dictate your schedule. You're the owner and EVERYTHING is on your terms. IMO this is your issue and you should fix it. I've had the same issue and we finished after they moved in. I know that short term inconvenience is forgotten far sooner than poor craftsmanship.

It took me a long time to learn, but 1 bad conversation alleviates 99% of issues down the road. I wish you luck, cooler heads prevail. Make sure you finish the job you would want potential clients to see.

Thank you for the link. I read over it and found a few areas that apply to the situation. And some things that aren't mentioned. Under the tile section, where there is the wave in the tile, there is a small lip. Im guessing the mention of "Lippage" applies to this.

That means under the guidelines (Which im guessing the courts would go off of) I would be responsible for fixing that area.


Here's a question though. The guy who laid the tile floor, didn't do well with lining up the pieces. Does this fall under a guideline somewhere that anyone knows of? It doesn't look that good but it also doesn't seem to be an issue.
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Old 06-27-2019, 07:51 PM   #12
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Re: Uh-oh


How can you say you did great work but then did crappy work? Fix it.
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Old 06-27-2019, 08:08 PM   #13
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Re: Uh-oh


Quote:
Originally Posted by 2MuchPaperWork View Post
Thank you for the link. I read over it and found a few areas that apply to the situation. And some things that aren't mentioned. Under the tile section, where there is the wave in the tile, there is a small lip. Im guessing the mention of "Lippage" applies to this.



That means under the guidelines (Which im guessing the courts would go off of) I would be responsible for fixing that area.





Here's a question though. The guy who laid the tile floor, didn't do well with lining up the pieces. Does this fall under a guideline somewhere that anyone knows of? It doesn't look that good but it also doesn't seem to be an issue.
Man be honest with yourself, is the work crap or would be happy paying for it yourself?

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Old 06-27-2019, 08:16 PM   #14
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Re: Uh-oh


Quote:
Originally Posted by 2MuchPaperWork View Post
It doesn't look that good but it also doesn't seem to be an issue.

Not looking good is an issue. It's probably tied with the most important issue when it comes to a clients expectations.



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Old 06-27-2019, 08:18 PM   #15
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Re: Uh-oh


I don't give the customer a chance to be unhappy about something.

If it's not right, it's fixed before anything ever gets said.

My standards are higher than my customers.
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Old 06-27-2019, 08:23 PM   #16
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Re: Uh-oh


Quote:
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I don't give the customer a chance to be unhappy about something.

If it's not right, it's fixed before anything ever gets said.

My standards are higher than my customers.
If at anytime your standards are lower than your customers you just lost a customer.

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Old 06-27-2019, 09:49 PM   #17
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Re: Uh-oh


It would have been so much more simple to finish after he moved in .
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Old 06-28-2019, 07:39 AM   #18
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Re: Uh-oh


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It would have been so much more simple to finish after he moved in .
I agree, now I have to redo the work. The reason we didn't is because he is a snooty kind of person. So he wanted no dust on his things and the floors polished before his stuff was in, and scheduled his stuff to be moved in while we were in the middle of the bathroom remodel.

I understand what everyone is saying, absolutely. I agree with it all. The quality that it is, is not something that made me happy after it was done. Unfortunately I did not have my own hands in this piece of the project, I couldn't stop it before it got to where it is now and I have to pay the price for that fact.

I'm going there today in about an hour and going to set a schedule to fix this.

Thanks all.
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Old 06-28-2019, 10:01 AM   #19
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Re: Uh-oh


Quote:
Originally Posted by Robie View Post
I don't give the customer a chance to be unhappy about something.

If it's not right, it's fixed before anything ever gets said.

My standards are higher than my customers.
This is the best policy.

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