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AIBU?

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Original poster

Difficult customer

160 replies

Worzilgummidge · 09/04/2019 11:07

My tradesman dh has carried out a tiling job for a customer he did at a really cheap price has he is trying to build up his reputation.
So far he has a fair few happy customers who have given great reviews.
Unfortunately I'm not sure if we are currently experiencing the customer from hell.
He finished thier bathroom tiling job and the guy and his wife both came and had a look and said it was nice and paid up dh did his best to clean up and wiped the tiles over and they seemed nice and clean.
So on arriving back home he is bombarded on WhatsApp saying what a mess the tiles are with grout stuck on them the tiles are textured ridged so obviously grout as ingrained into the pattern obviously when dh wiped them over they where wet and once dry the grout haze etc came to light.
The guy was saying how can you leave a job like this and that his tiles where wrecked with blown up pictures of grout on tiles.
Dh acknowledged some responsibility for maybe not cleaning them so well and arranged to go back next day to clean them up well I also went to have a look and to be honest all that struck me at the time was how good it looked yes sure there was some grout ingrained.
Dh worked most of the day cleaning them up and at the end the guy took a look and said yes it's fine although he spotted a pin size of grout and pointed it out but he said no problem and thanks I came and wanted to have a look but the guy wouldn't let me see for some reason.
So again on arrival home dh is bombarded on WhatsApp about how he has wrecked his tiles and he has to pay somebody to come and fix it and that he should never do this to anybody else's bathroom and to stay away from grouting.
So what you think are we at fault.

OP posts:
Divgirl2 · 09/04/2019 11:11

Nah, they sound mental. Wouldn't worry about it. They'll probably leave a horrible review if you don't refund them all the money though - I'd let them but if he's not established then might be too much of a risk.

Cherrysoup · 09/04/2019 11:11

Having had to spend hours chipping off excess grout, I’m afraid I’m on the customer’s side here. If your dh doesn’t have the experience brainto clean off excess grout before it dries, then he has no business doing tiling and asking payment.

wonderingsoul · 09/04/2019 11:14

I also wouldn't have let you in to see for your self.

Who brings their partner in a job, inside some one else house. To inspect.

Weird

Original poster
Worzilgummidge · 09/04/2019 11:15

Back up for Dh I guess

OP posts:
PlainSpeakingStraightTalking · 09/04/2019 11:17

@cherrysoup is right - dry grout is hell to clean off, he should be cleaning as he goes.

Unfortunately these people have paid cheap and got a job to match the price.

I came and wanted to have a look but the guy wouldn't let me see for some reason. you sound bonkers - a trades wife turns up and wants to look at the job ?? Are you for real ??

wonderingsoul · 09/04/2019 11:17

I understand that but its weird and unprofessional

Nicknacky · 09/04/2019 11:18

It’s part of his job to clean them properly so I agree with the customer and it’s a learning curve for your husband.

And I probably wouldn’t let you in either unless you were a tradesperson who worked with your h.

Original poster
Worzilgummidge · 09/04/2019 11:19

Okay I understand what you mean

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Original poster
Worzilgummidge · 09/04/2019 11:20

What do you think should be his next move.
Dh offered to come back and take another look but he said to leave it as he is getting nowhere.

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Invisimamma · 09/04/2019 11:21

It's hard to say without seeing it.

We had someone do a bad job on our bathroom, silicone everywhere! It caused so much damage and was expensive and stressful to fix. The guy who did it couldn't see the problem with it but it was a real mess. The company who put it right for us were shocked at the state it had been left in. Something like tiling really needs to be a perfect job.

GetOffTheRoof · 09/04/2019 11:22

Dry grout is a doddle to clean off, especially when it's fully dried out, not just a day dry. Use a white coloured plastic kitchen pot scrubber and plenty of soapy water. That's it.

It is about management of expectations. If your DH had told them they needed to do the clean up and he was under charging on that basis, they would not care. If he said it would be pristine, they are right to complain.

You should only be going in with him if you are a worker. Weird otherwise.

Nicknacky · 09/04/2019 11:22

He needs to leave it. He has tried to rectify it but not to their satisfaction. I would maybe offer some money back to try pacify them.

How bad did he leave them if it took most of the day to clean them?! I would be well pissed off if I were them.

Original poster
Worzilgummidge · 09/04/2019 11:23

I am dismayed at it all to be honest because he has done tiling with smooth gloss tiles and it was perfect.

OP posts:
Littlechocola · 09/04/2019 11:24

I’ve never met a tradesman that brings his wife along for back up. Very unprofessional.

Invisimamma · 09/04/2019 11:24

I think your husband should offer a partial refund to allow them to pay someone else to put it right. Or a full refund if the whole lot needs to come off and be started again.

The job hasn't been completed with reasonable care and skill. (Again hard to say without seeing the job).
www.citizensadvice.org.uk/consumer/getting-home-improvements-done/problem-with-home-improvements/

Original poster
Worzilgummidge · 09/04/2019 11:24

Apparently textured tiles are a nightmare to grout

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wonderingsoul · 09/04/2019 11:25

I would refund 80 percent of the money to be fair.

He wasnt up for the job he already tried to fix it but was unable.

The only thing he can try and save is his reputation , they are not going to sing his praise on the work BUT will more likely to say he fucked up but handled their complaint very well and is a fair traider.

Nicknacky · 09/04/2019 11:26

I’ve just had my bathroom tiles with textured tiles, the tiler didn’t seem to have a problem grouting them and I just needed to give it a clean over with a cloth after it.

Original poster
Worzilgummidge · 09/04/2019 11:26

I wondered if he was playing a crafty one in trying to get his money back

OP posts:
Brilliantidiot · 09/04/2019 11:27

They'll probably leave a horrible review if you don't refund them all the money though -

They'll probably leave a bad review anyway, even if fully refunded.
Your DH should have made sure the excess grout was removed the first time, if he was there most of the day the second time then they probably had a point, and without the complaint, your DH wouldn't have gone back.
However, once something has gone wrong, the floodgate tend to open and anything, no matter how small, becomes an issue. I'd maybe refund partly.
If your DH normally responds to reviews and they leave a bad one, then respond with a generic apology, but don't get into an argument about it - it doesn't look good. If you don't normally respond to reviews then don't respond - it'll still look bad if you only reply to bad reviews.
Just learn from it and move on.

CastleCrasher · 09/04/2019 11:28

There is absolutely no way I'd let a tradespersons partner in to see a job, and to be honest, given the back story, I'd see it as more evidence of him being unprofessional. Grout should be cleaned as you go, especially with textured tiles. Sounds like he's made a mess and the homeowners are understandably pissed off, sorry!

Nicknacky · 09/04/2019 11:29

Well, if he had to spend most of the day cleaning them then I don’t see how the customer is trying to rip him off?

Your husband hasn’t done a good job, it happens. He just needs to try rectify the situation.

Contraceptionismyfriend · 09/04/2019 11:32

Your husband was extremely unprofessional in this scenario and I would leave a negative review. Your involvement is ridiculous and has ruined his professional appearance.

If he is doing a job then he should leave it presentable. Regardless of how easy it is to clean off. He has failed to complete his job to a high standard.

I would offer a refund and leave it alone before you give them more ammo.

keenwasalad · 09/04/2019 11:36

I can't believe you went there twice to have a look for yourself?!? Grin

I think your husband can learn from this though. He's just starting out there will be teething problems of course.

Original poster
Worzilgummidge · 09/04/2019 11:36

I know he buggered up with the textured tiles

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