I am currently trying to finish up a multi bathroom remodel and I have a client that has managed to find every gray area in a contract. For years I over-complicated my bids with small details and other contractors finally told me that I give out too many details. So over the last few years I have made my bids a bit more vague. That has proven effective too, but now…I have a client that has used it against me.
I am curious to know what other contractors would do in some of these situations. Let me assure you, I have screwed up in this job by not asserting myself. I am by no means without fault.
#1 demo’d her master bath shower stall because the sheetrock was rotting behind the tile, (that was in contract), however I thrrew away all the tile except around 30. I cuaght hell for not keeping the tile. It was pink and new tile she picked was white. I had no idea she wanted to keep the tile. We mentioned maybe using a few to splatter across the white tile just as a splotch of color so I kept the good ones. This was the beginning of the problems
#2 replcaced the toiltet in guest bath with a Kohler comfort hieght elongated toilet. She signed off on this as what she was gonna get. She used ti for three weeks and decides she doesnt want it..it hurts her legs? She wants me to replace at my cost. Also, 2 weeks after the toilet was installed she is raising hell about me throwing away the other tank lid with the old toilet..it was never mentioned and now she wants me to fix this issue.
#3Countertops were replaced and in her MBath the backsplash touches the bottom of the plug plate and now she cant use her 6-way plug. She want me to call an electrician to move the plug…at my cost. Am I really responsible for this??
#4 original bid was me paying the plumbing end of this job. All bathrooms needed additional plumbing work which is an additional charge frm the original. I suggested her paying the plumber herself and I would takee plumbing $ out of my bid. She agreed and signed on this. The next day she reveresed this verbally. The next time the plumber came,I’ll be damned if she wrote him a check for $500 with out me know ing. Then she adds more work to the plumbing job, (decided to replace her bidet). So the new work is getting rolled inot the originall work and the with her adding stuff behind my back I dont know where my #s are.
I have asked to get paid on my end because my end has been donefor 3 weeks now. She currently owes me 2K. She wont pay until the bidet is finished (part was mising from kohler as well as this is part of her extras). I need my money . These are ony a few of the things I am dealing with. She is forgetful and a flip-flopper. If there was ever a client that needs to be audio-taped every time she opens her mouth it is her. Every change shoul dhave been written down and signed, but honestly, it would have been ridiculous because it changed 7 times a day.
Just wondering what others would do, especially knowing you are owed a good chunk of $
Replies
cuta
Your story is not something I wanted to read today. And I can probably offer little in the way of advice. But that's never kept a BT'er from responding.
Change orders-well written and signed off----for many this is a needed pain in the rear. No work proceeding without. I suppose that is the way it should go-but...............
The smooth flow of a remodel can get bog'd down when simple questions and changes need to be dealt with. What do you do-pull off till the homowner gets home and you can go over the details? Sure, that's what is recommended, but how often does it really happen?
If it's for sure simple and a phone call to a decisive customer can answer it-all the better. If it's something you think you can handle and luckily choose the right course of action, no problem.
There's alot of if's in there.
I do it all the time-no matter how well you plan and know in advance, remodels are still butressed by the seat of your pants. In most cases, at least in my business history-it comes out fine, passable and often perfect, in the end.
You seem to have hit the wall built on the worst possible scenario's-something that if you picked apart 20 yrs of work, you might be able to assemble a whole day or week of them. To have one after another on the same job is just plain against the rules of nature. But no one has to tell you that, it did happen.
A couple yrs ago I did a master bath remodel for a lovely older couple. Two of the sweetest folks you'd want to meet and work for. During the project planning we changed, added, and modified some things-good thing-b/4 the job was started. Still, I spent extra time refiguring the changes we agreed on. I thought maybe the third sheet of number reorganizing that this job was going to really suck-eventho I like them as people, I doubted that would slide into customers.
I was wrong-we ended our negotiating, eliminated a couple of small things-went with the total that still was a bit more than they wanted to throw at it. They were so happy upon finish I couldn't stand it. Thank you thankyou ................
Even during the project-do you need a check? was outta their mouth right after-sure you can't stop for lunch with us.......
Hell, cake on my birthday!
But the toilet was too high for the mrs. They went to the supplier prior to start-picked out all the fixtures-happy and ready to go..............but evidently she didn't sit on the thing in the showroom...........you know, they should have the couple different ht. toilets out of the way-otherside of a partition or something.............so you don't get embarrassed having a trial seat.
Called the supplier and they exchanged it-I don't believe it was ever used-can't remember that part-but my supplier took care of it. I was prepared to buy the new bowl, the tank and seat would swap out-couple hundred was a small thing to do.
Sorry for this long diatribe-I warned you it'd be no help other than bring it up to the top.
If I have an epiphany on how to get that money owed you, I'll be back.
Best of luck in this.
If it works in your state you may want to file a mechanic's lien.
Every once in awhile we all run into jobs that get complicated. Usually, we as contractors are just as guilty, as you know. That torques us off as much as the other issues. In the majority of our jobs, you can make verbal communications and everyone understands what those are, at least to a reasonable level. Other times, customers have amnesia. We are often focused on pleasing the customer and doing the best job we can, rolling with the punches. It's usually a matter of pride in our work and providing top customer service. We don't always take the time to make sure things are in writing but that's our fault. When things get tough, we have to remember we are in charge and put all the issues in the proper perspective. You are the professional. What you have described doesn't sound that bad from a technical standpoint.
Of course, you know this and are just blowing off some steam. Put your frustrations aside and come up with some solutions. It's your job and only you know the details. You might be the proud owner of a new toilet, just as I'm the proud owner of a dark grey Kholer sink that's out in my garage. Maybe you can turn a duplex outlet into a quad, maybe you'll be patching some drywall, maybe an over size outlet plate will allow you to fudge the location enough. That's all your job and your problem solving ability. Get on the horn and find out where that bidet part is and how you can get it ASAP. Sounds like you have some legitimate upcharges and that's in your favor. Make communications with the client and assure them you are taking care of business. This is another thing we often fail to do. Most of us can commiserate with your problems but there is only one solution and you need to get on it first thing in the morning. If you are making things happen for the customer, you might even be able to negotiate a partial payment to help get you by. If our job was easy, anyone could do it. Some challenges can get to you but just like any tough job, you just dig in and get to it, it will eventually be history and you want to feel good about what you did and have the customer feel good, too.
I don't think you have to go overboard with contractual details. I often give an allowance for sub contractors. Make sure it's enough but not too much. You are a hero when the price comes in $75 lower, not so much when it's $200 higher. Changes that involve money, need to be in writing, get some change order forms, put them in your truck and fill them out before you go home. Hopefully, you have a little fat in your bid to cover minor contingencies. Hopefully, you have also learned that you can't stay in business if you live hand to mouth. A couple grand is a lot of money but if it puts you in a tight situation, you need to take a more serious look at your business management skills. Everyone will face these facts and they aren't pleasant or easy to fix. There is no bail out money for us, unemployment, 401K or even a pat on the back. But, that's why we do what we do. Somehow, you'll make it work out and do better on the next one. You're just going to school on this one.
Hammer
Thanks.
We've been there, eh Calvin?
Oh man.
Learning from history.
Direct referrals from my customers has been a breath of fresh air. It's nice to be able to solely rely on it, but took years to amass.
My last referal from a family I had worked for many years turned out to be the client from hell. The job was exacerbated by a back order that took forever along with a husband that said one thing and a wife that said another, then they would get in a screaming fight with each other. They paid my subs, no problem, but took off to Florida for the winter before paying me with no contact info, nice.
oh boy.........
You reminded me of a very wealthy but divorced woman that I did work for.
I gave her the bill just b/4 she was to go to FLA. for a couple weeks or month................
Knowing that she would be gone (maid told me) I made sure to get it to her prior to departure.
"I'll take care of this when I get back-I'm a little short right now (maid said no alimony check till next week)............
Little short-
Vacationing in FLA?
Never worked for her again.
cuta
In my mail today, a free webinar coming up. Might interest you:
You can find it here.
http://www.markupandprofit.com/
"I have asked to get paid"
This isn't like borrowing something-it is business. Presenting a bill means a balance due. While you started out as the gen. contractor, you let control of the job go. You can still get it back. Present the bill, with Due On Receipt as the terms.
I would probably leave a couple hundred on the table until the project is complete-if only the bidet parts are the question. I probably would go to the supplier and ask them to pull the necessary part out of the showroom model and install that. If it's something like the finish on the lever, the unit is still in operation-usable and requires payment for services rendered.