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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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:
ILoveMaxiBondi · 09/04/2019 12:16

As a tiler? He trained and worked specifically as a tiler?

JudgeRindersMinder · 09/04/2019 12:17

What trade did he serve his time in? Is his tiling self taught?

Original poster
Worzilgummidge · 09/04/2019 12:17

He carried out his own course in tiling.

OP posts:
Nicknacky · 09/04/2019 12:18

Has he specifically trained as a tiler or has he just turned his hand to it? My tiler went to a week long residential course somewhere in England to do it. Never been a tradesman before but the training was spot on and gave loads of assistance afterwards when he was starting out with tips and advice.

Original poster
Worzilgummidge · 09/04/2019 12:18

Construction so he spent time doing a range of jobs including brickwork, plastering etc.

OP posts:
Nicknacky · 09/04/2019 12:19

What do you mean “his own course”?

Original poster
Worzilgummidge · 09/04/2019 12:19

He attended a 3 day course where they actually spent time doing mock tiling

OP posts:
Original poster
Worzilgummidge · 09/04/2019 12:20

He had previously gained alot of experience beforehand though

OP posts:
spanishwife · 09/04/2019 12:21

Past tense of are = were

BrokenWing · 09/04/2019 12:21

Tiles cost so much money to purchase and install I wouldn't want anyone fitting them unless have specifically been trained and time served as a tiler.

Not knowing how to handle textured tiles and leaving them grout covered requiring an extra day of work to clean AND thinking its the customer that is being awkward doesn't bode well for reputation building.

BettySwollocksandaCrustyRack · 09/04/2019 12:22

See, this annoys me. A three day course and they think they're
a tiler. These trades take time to master, there's no way I would have a tiler in my house who's been on a three day course. OP he would be for better to work for someone else whilst he gains experience than go it alone, it doesn't sound like he is anywhere near ready to be working for himself.

ILoveMaxiBondi · 09/04/2019 12:22

So what does he advertise himself as if he does tiling, bricklaying, plastering etc?

Original poster
Worzilgummidge · 09/04/2019 12:23

I feel that because he is been so dismissive of attempts to rectify the situation that it can't be as bad as he is making it out to be

OP posts:
Original poster
Worzilgummidge · 09/04/2019 12:24

I mean he tells Dh not to bother because what's he gonna do anyway

OP posts:
JudgeRindersMinder · 09/04/2019 12:24

Construction isn’t a trade, it’s an industry encompassing trades such as joinery, electrician, plumbing, TILING. If he hasn’t served a 3/4 year apprenticeship then he isn’t a tradesman, he’s a handyman. I’d expect a much different standard of work from a time served tradesman than a handyman, as in I make sure I get a time served tradesman to do jobs, not a handyman. The saying “Jack of all trades and master of none” is true

Original poster
Worzilgummidge · 09/04/2019 12:24

Tiler and Plasterer because that's what he wants to concentrate on now

OP posts:
ShirleyPhallus · 09/04/2019 12:26

Absolute lol at his wife turning up wanting to have a look Grin

XXcstatic · 09/04/2019 12:28

I feel that because he is been so dismissive of attempts to rectify the situation that it can't be as bad as he is making it out to be

Sorry OP, I don't mean to be harsh because it's great that your DH is trying to set up a small business but....the reason the client isn't happy is because your attempts to rectify the situation have made it worse. Getting your wife round to have a look (unless you are also a qualified tiler) screams 'unprofessional' and that he is trying to wriggle out of his responsibilities. By doing this, you have confirmed the client's suspicions that your DH doesn't know what he is doing. As a result, the client has no faith in your DH's ability to put anything right.

If a garage owner bodged your car's repairs, then failed to put it right, but got his wife round to say the car looked ok to her, would you take your car back to him a 3rd time?

Nicknacky · 09/04/2019 12:28

The customer gave him the opportunity to rectify it, if there is still problems then I wouldn’t give him a 3rd opportunity either. The customer isn’t at fault here!

kaytee87 · 09/04/2019 12:28

It doesn't actually sound like he's a time served tradesman? So he shouldn't be advertising himself as such.

I've never had grout left on any tiles I've had laid so it does sound like he doesn't have the expertise to be a tiler (without much more practice and training).

It's good he's offered a refund.

BettySwollocksandaCrustyRack · 09/04/2019 12:28

I hope his plastering is up to scratch then because if the plastering is shoddy then the whole thing looks shoddy. My ex DH is an amazing plasterer, when you feel the walls they feel like glass it's so smooth. But then he's been doing it or 35 years.

OP as a matter of interest what is his daily rate?

BrokenWing · 09/04/2019 12:28

It doesn't matter how hard your dh tries to rectify the situation if the job still isn't right. Your dh could spend a full week there trying to fix it, if its still wrong the client has every right to be dismissive of his attempts.

Have you any idea how inconvenient it is to clients to have to spend extra days at home with a tradesman who is trying to fix their mess? It is awkward for them and they aren't doing it for a couple of quid off.

ILoveMaxiBondi · 09/04/2019 12:29

I mean he tells Dh not to bother because what's he gonna do anyway

He tells DH not to bother because your DH has had 2 chances already to do the job properly and the customer still isn’t happy, why would he waste more time allowing this jack-of-all back to attempt to fix it again. Your DH should refund and let this customer pay and actual tiler to put the work right. Although I know many professionals won’t touch someone else’s shoddy work so the customer may struggle to get this fixed.

werideatdawn · 09/04/2019 12:30

This is just cringe. My dad is a self employed tradesman and would never in a million years allow my mother to come and inspect work! The customer is probably being dismissive now because they don't want your husband to rock up with more people!
Refund and rethink the tiling!

InMyBloodstainedSundaysBest · 09/04/2019 12:30

God help him. Plastering is much more difficult than tiling to get right. It takes years to learn that particular skill.

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