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Discuss Advice how to deal with non paying customer in the Tiling Forum area at

  1. Gnrbytile

    Gnrbytile Active Member

    Ng31 8ld

    I am after some honest advice regarding a job I done a few weeks ago for which I haven't been paid for.

    I laid kitchen floor and wall splashback for client who had just had new kitchen fitted. I tiled upto legs of units so the kickbacks should fit on top.
    Once finished asked customer if they were happy and if they had any issues let me know and I'll sort out.
    Customer happy, left me positive review & asked me to invoice.
    Heard nothing from her for few days and hadn't been paid. Tried contacting her for 2 days to no answer.
    She then emailed me and said she wasn't happy as I hadn't tiled back far enough and there was gap between tiles and where kickback fell. Tried phoning again.. No answer.
    Texted, emailed saying I would pop round and sort out any issues if I had messed anything up, however she said electrician who fitted the kitchen was going to sort it out.
    I said if that's what she wanted take his rate from my invoice but I would like to go and have a look to see what the problem was... No answer.
    Have I been stitched up by the electrician so he can get a bit more work, the reason I'm suspicious is that she sacked a plumber on the say so of this sparky because he said the plumber had fitted a radiator wrong so he would sort it out for the customer instead.
    I've made every effort to try and resolve the issue myself and I'm a big enough person to admit if I've made a mistake, however something doesn't seem right.
    Which leads me to... How would I get any money from customer if she won't even respond to me. As mentioned I'm happy to fix anything I may have done wrong but she clearly doesn't want me back. A building friend of mine thinks she is just trying to get money knocked off the bill. And even if she doesn't want to pay me for the floor surely she has to pay me for the splashback.

    I've never had this issue before so any advice would be greatly appreciated as I'm massively out of pocket.

    Sorry for length of the post.

  2. timeless john

    timeless john Trusted Advisor Professional Tiler JOTM Winner Top Contributor

    North East England
    Go knock on her door and wait till you get paid!
    • Agree Agree x 4
    • Like Like x 3
  3. Plan Tec Tiling

    Plan Tec Tiling Administrator Staff Member Trusted Advisor Professional Tiler JOTM Winner

    Wimborne, Dorset
    Send invoice by recorded delivery with clear terms of payment laid out. If no reply after a week then send again with a covering letter stating legal action will be taken if not paid. Then you would be well within your rights to take it up with the small claims court.
    • Like Like x 2
    • Agree Agree x 1
    • Winner Winner x 1
  4. Adey1980

    Adey1980 Trusted Advisor Professional Tiler

    As @Plan Tec Tiling@Plan Tec Tiling said, or as it’s been so long send a letter recorded delivery stating you are taking legal action as you have not had payment since job finished x time ago.
    Maybe look on the internet for a template letter you could use.
    If you still don’t hear anything then it might be worth speaking to a solicitor or citizens advice centre
    • Like Like x 1
  5. impish

    impish Trusted Advisor Professional Tiler

    Preston, Lancs
    Send her a polite but formal letter with a final invoice.
    Explain that you offered to rectify any issue but because she chose someone else (the electrician) to do work without giving you the chance, she gave up all rights to withhold payment or make deductions from your invoice. (which she can't lawfully do anyway).
    Final option for you would be which I've threatened to use twice but never actually had to.
    • Like Like x 1
  6. Michael P

    Michael P Active Member

    I agree with the previous comments, if you still don't get any response from her following the official letter, you can take the case further with small claims court or equivalent.
    Thankfully it doesn't happen very often if you do your best to be jonest and do a proper job, so in this case it seems you have all your reasons/rights to take it further.
    Hope you get paid soon.
  7. Dan

    Dan Est.2006 Staff Member NOT a Tiler

    Staffordshire, UK
    Might be worth you getting a few more forum posts under your belt quickly and we can all move this thread to the TilersForums Arms out of the public view.

    Good luck either way.
    • Like Like x 2
  8. Rookery

    Rookery Professional Tiler

    Never be afraid of knocking on the door for your money. I find Sunday mornings are best.
    • Agree Agree x 2
    • Like Like x 1
    • Friendly Friendly x 1
  9. Gnrbytile

    Gnrbytile Active Member

    Ng31 8ld
    Thanks for the help guys, much appreciated. Hopefully get sorted
    • Agree Agree x 1
  10. Gnrbytile

    Gnrbytile Active Member

    Ng31 8ld
    Also with regard to @impish@impish comment. Where would I look to find info on customers rights if they choose to get someone else.
    Thanks agaon
  11. Tommythetiler80

    Tommythetiler80 Active Member

    We hear a lot about rouge traders, maybe we should start a thread about about rouge customers!
    • Like Like x 1
  12. CJ

    CJ Professional Tiler

    Bloody customers........:(
  13. impish

    impish Trusted Advisor Professional Tiler

    Preston, Lancs
    If you Google "not happy with tradesmans work" you'll get several links, all state that the customer must make loads of attempts to get you back to rectify problems WELL BEFORE they can let you know in writing, that they will get someone else and present you with the invoice.
    I'll find you an exact link later...
    • Like Like x 4
  14. Brian the Tile

    Brian the Tile Professional Tiler

    north wales
    I would go round to the house as may times as it takes,and if you know who the electrician is maybe ask him what he did
  15. Ajax123

    Ajax123 Tilers Forums Pro - Screed Advisor Trusted Advisor Professional Tiler

    if you tiled up to the feet under the units the kick board cannot possibly fall short of the tiles unless they have moved something. Sounds to me like you are being taken for a mug. As Plan Tec Tiling said above and several others start the formal process with letter and invoice by recorded delivery. take it through small claims court if she doesn't pay... In situations like this I wish knee capping was also an option...
    • Like Like x 4
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