Carpets, Lino & Flooring

Completed works - client happy - paid -4 weeks later complaintint

Anonymous user 9 March 2024 - 3.28 PM

Hi I applied micro cement flooring for a client 4 weeks ago. Upon completion they had a few complaints which I agreed to rectify and sort ensuring they informed me exactly what they wanted. Before I sealed the floor I asked them to confirm they was happy - which in text I have them agreeing to seal the floor as they were happy. They paid and txt to say they were happy and loved the floor,and I hadn’t heard anything else from them until now. I first received a txt to say they scraped a chair across the floor and it has scratched and they aren’t happy with this, another message came through stating they were not happy as dark spots on the floor have appeared after mopping the floor. My first thought is it isn’t my issue that they have scratched the floor so shouldn’t be expected to fix this. Second thought is that considering it is 4 weeks after completion - this wouldn’t be the first time of mopping the floor so why would this be my issue also? Where do I stand with this? The client has stated upon completion the are happy with the works and made payment - it now seems as they have damaged the floor they are looking for further faults so I fix the floor damage?

Flooring Scotland

Rating: 4.6 out of 54.6561 reviews

Glasgow

It sounds a bit like they are wanting you to go out and fix the scratch in a roundabout way. Are you a member of a flooring association? Some offer a mediation service, and if they tell your customer that the job has been done correctly your customer may accept that.

Answered30 March 2022

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The Sandman

Rating: 4.9 out of 54.9574 reviews

Nottingham

If this was my job I would definitely be going back. I’d assess the problem and determine if it was something that I may have done, or not done properly, and repair as necessary. If it was clearly an issue created by the customer then I’d have that conversation, advising them what to do/not do in future. If I could fix it easily then I would as a matter of customer service. If it was a bit more extensive then the costs would have to be agreed with the customer before I carried out the repairs.

Answered30 March 2022

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AC FLOOR FITTING

Rating: 5 out of 5553 reviews

Milton Keynes

I somewhat agree with the previous answer, however Customer should've been made aware prior to fitting at latest that the floor should not be mopped, as you shouldn't be intentionally putting water on the floor (Especially it's hot or containing bleach) I'd say sweep or hover and perhaps a light spray mop at the most? and also if they mopped from very early after laying then it's be noted as the most likely cause for the black spots. Second point is that I would always recommend customers put felt pads of some description under all furniture they intend to regularly slide across the floor. In summary yes I believe it's been 4 weeks and you are not to blame for the damage to their floor, but I do think it is/was your responsibility to ensure they were educated to know how to look after and clean their floor. Personally I would offer the Olive branch of looking at it it and potentially replacing damaged areas at a small fee. If they are not satisfied with that then contact the manufacturer of the product, tell them the issue and they should send someone out to assess the floor at which point they will state that nothing there is or has been caused by you the fitter.

Answered14 April 2022

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Anonymous user

Ere look wot it is ,The customer always inspects work before paying and they were obviously happy with the job like me when tiling bathroom floors if they want to start scraping things across the floor it's naturally going to damage it so no fault by you there just looking for a scape goat for their mistakes I eouldnt worry about it as you've obviously got pics & pos feedback to cover your tracks.

Answered19 April 2022

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