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Driveways & Paving

Where do I stand - customer wants a full refund for back garden paving.

Anonymous user 01/03/2024 - 3.02 PM

Hi I carried out a paving job in June 2021, the customer was happy with the works and paid in full upon completion with no issues. A few months later I had a message to say the jointing compound was coming loose and didn’t look great. Went back to rectify and that was that. 4 weeks ago that messaged again to say the jointing wasn’t looking great again and could I go back to have a look. I agreed I would go back and would be in touch as soon as possible with a time frame. Currently absolutely snowed under due to the weather causing setbacks and gf due to give birth any day, but told them I would be there by the end of the w/c 21-08-23. Got a message of the customers daughter 24-08-23 to say that they’ve had another company come and have a look at the works and being told the whole job needs ripping up, that I’ve used second hand pavers, some pavers are up aside down, trip hazards etc. They now don’t want me back to have a look or carry out further works but would like the £3k returning to their bank asap and forwarded me the bank details, and politely mentioned trading standards if necessary. Said it’s nothing personal but they don’t want me back. Just wondered if anyone has any advice on where traders stand on situations like this. I appreciate the joints need rectifying and am happy to back and grind out and repoint the full patio as it’s the second time they’ve been unhappy with it, but the rest of the job is sound.

Are you a tradesperson and able to answer this question?

5 Answers

Patrick green garden

Rating: 4.8 out of 5

Deptford, London

Hi, if you sure you have done the job properly make you don’t get intimided. Offer to fix if need, but remember a another company will try to make money to

Answered25 August 2023

Anonymous user

Before the other company touch your work, discuss with the customer about getting an independent expert witness.

Answered26 August 2023

SD Joinery and Building

Rating: 5 out of 5

Blackburn

Agree with the other answers. Other companies will always say the job needs doing again as it’s more work for them. As for second hand pavers etc, aslong as the spec was what the customer agreed on you haven’t got a problem. Hold your nerve, they can make a claim but unless there’s substantial evidence of defective work they won’t get very far

Answered26 August 2023

Anonymous user

Agree with other comments other builders will all way put other people work down only to try getting the the job off the customers

Answered27 August 2023

Anonymous user

What guarantee did you agree to give the customer once the job was completed? If the answer is none and no signed contracts then they don’t have a leg to stand on. Also the things they’ve mentioned shouldn’t cause issue with pointing and all though may not be as aesthetically pleasing don’t actually cause any issues and as they were happy with it two years ago I’d walk away! Polite reply telling them your more than happy to come back and repoint but if they wish to use another company that’s there decision and will be at there own expense this games hard enough difficult customers just make it harder!

Answered27 August 2023