customers challenging cost after agreeing to quote- then adding extras

[J.C.E]

Got myself a cheeky little customer (after doing a quick google on them- appears to be an ex accountant- surprisingly!

so jobs a large kit+diner extension and existing consumer unit change.
originally quote was for 1st fix materials+labor, 2nd fix labor and only mats like c/u, heat det etc- but sockets and down-lights to be supplied by customer (but my price reflected the fact that I already knew I would have to do the leg work to make sure they got the correct materials etc)

so then I got to site to 1st fix on a friday- which I couldn't finish- so arranged to finish off on the monday.
as he added a few extras (outside of my quote)- i amended my quote accordingly and emailed him it that night- which I did get a response- but no mention of the increased price- but he answered another question that I asked in the same email- then I returned as planned on the Monday and finished 1st fix- and he paided 50% of the quote (the amended quote)- so assumed he accepted the new quote.

Returned this weekend to mid fix- which I did
-between 1st fix and mid fix- he changed his mind again (wanted 1x pendant to now me 2x downlights etc- and he needed doing before I could next get around to him- so I instructed him how to alter/add the wiring- which he was happy to do etc)

so again I amended my quote (mainly for extras in mats for new downlight etc- as he had 1st fixed it and used my left over cable I left on site- fair enough)

he then did reply to this email and is unhappy with the increase in my quote prices!

these are basically the 2 emails I sent him:

'*******,
My original quote provided to you (at £*******)- was from my 1st site visit- which at the bottom states-
'The cost of this quotation is based on the cost of labour and the cost of all 1st fix materials only (cable, back boxes, fixings etc) and does not include the cost of down-lights fittings/lamps, sockets, switches, LED strip equipment etc.’

Then you had a few changes of mind regarding the LED lighting and just in general, you asked whether I would be happy to quote for you yourself to do the 1st fix and for me to just 2nd fix and test and certificate it- which I declined as I believed that would just caused problems later on down the line.

So then I provided you with my 2nd quote (at £*******)
This was for; give or take the same spec as my 1st quote- the difference being- no more LED strip lighting (labor only) but also for me to now provide all materials.
-which you accepted this quote on 6 Sep 2016 by email.

On the start of 1st fix- you made a few changes from what was quoted for at £*********:
+1 downlight
+2way switching +2x dimmers (this unfortunately is an extra- as it was not spec'ed- so it was not quoted for)
+2x outside lights-feeds only- customer to supply fittings they want
+3 feeds for under cupboard lighting- customer to supply and install fittings

- cost of 7x double socket white plastic- customer now to supply these

So quote adjusted to £****** (a fair price)- which was emailed to you on 13/10/16 (the evening of the 1st day of 1st fixing- where I then returned on the 15/10/16 to finish 1st fix)
- you did not reply to this email- but allowed me to continue to complete 1st fix.

Then the final quote amendment- added yesterday (03.12.16) for:

+original pendant now 2x tilt downlights- customer to 1st fix wiring
+4x downlight (2-fixed 2-tilt)-customer to 1st fix wiring

Taking the quote to £****** (again a fair price)

Kind regards.'

to which he asked if we could meet (I have seen him try hustle all the other trades on site down by pennies- which I am not going to do- so replied.......)

'
Hi *******,

I am pretty much flat out for the next 2weeks (trying to complete projects in time for Christmas)- so unlikely to get time for a meeting with you.

Regarding the price- this is my price- which you have accepted- hence me starting the work. I will unfortunately not be able to lower/drop my price- and I feel it fairly reflects the job in hand.

If you could let me know if you do not wish for me to complete the outstanding work as per my quoted price of £***** (of which I have received £******* so far)- I will work out an amended invoice total of the work I have done to date.

Or if you would like me to complete the project as per the quote attached in this email and pay the outstanding amount of £******** in full on completion

Either way, if you could please let me know in a reasonable time frame.

Feel free to give me a call during the week.

Kind regards.'


have I gone about this in the right way?

 

[Pete999]

Not to up on the correct quotation procedure, but my thoughts are that in the first instance you should have stated in your original quotation, what exactly you were quoting for, and that any omissions/additions would be agreed with both yourself and your client and the price altered to suit, by way of a Variation order signed by both of you, copies to your client and a copy for you, both signed and dated.
This way there will be no ambiguity, and any subsequent legal action with respect to any disagreements over payment are there for all to see.
If your client starts playing silly boogers, and wont cough up any money owed to you write him a letter stating, stating that unless you receive payment within (not sure what the legal cut offs are for non payment) send it recorded delivery, you could also send him an email mirroring the letter, hope this helps and good luck, I hate boogers who argue over payments.

 

[The Ghost]

I think not having had agreement on changes was a mistake. You really need to get it in writing before proceeding with the work changes. As Pete999 says a variation would be appropo, but only if you had a contract in the first place. I personally wouldn't be too quick to offer them to give you a cease work order I would wait for that to arise before suggesting it.
I have such a client doing that to me right now. I just sent the invoice and told them pay it or it goes to a debt collector. They didnt it went to the debt collector. I just sit back and wait for the money. I find the blue collar class tend to beleive they can do what they want as trademen are dumb *****. I just love watching them squirm when judgment is found for me. But lets hope it does not come to that. Yes you are going the right way about it, but I sense it is annoying you and it is leaking through to the customer. I like to tell them as the price is based on an honest costing there is no room for reducing the price. Unlike car salesmen.

 

[rolyberkin]

I am with Pete, I have a few blank headed sheets printed with extras in mind, agree prior to start of job named persons who can sign to amend or add items in as extras and get them to agree this in writing with the terms and conditions. Then when they say on site can you put this light up can you put it there etc etc Get your pad or sheets out, write down agreed price or extra time or variation from agreed works and get someone to sign it. That way there is never any confusion and everyone knows where they stand.

 

[Octopus]

Hum.... I would have sent an updated estimate "to confirm" the requested changes.....

How much is he trying to do you over for?

 

[J.C.E]

I have been paid half (prob more than what 1st fix equates to- as 2nd is with c/u change too

 

[Pete999]

do you feel that the payments you have received cover materials and labour for what has been completed so far, or to put it another way are you out of pocket?

Misread your last sorry, sounds like your client has paid more than what has been done, and to me the only issues you have is the costing of extras, I would ask for a meeting with him, lay out your concerns, try and agree a compromise, (not an ideal situation I agree) but lessons learned and all that, you should know better what to do on your next job, not having a dig honest.

Can you come up with a figure of what percentage of the money paid to you equates to the work done and materials? it may be that should the meeting end in stalemate, you may have to walk, and pay your client back any monies he has paid you in advance of the 2nd fix stages.

Or you just walk away now, not a very clever thing to do as the client possibly would come after you for any monies, both of you really need to thrash this out and come to an amicable solution.

 

[baldelectrician]

I charge a fixed cost per item and give an estimate based on x items @ £y cost per item. Plus a cost for the consumer unit (which includes bonding)
Then is they add 5 items then it's 5 x £y more- there is no wriggle room for them.

 

[dansk]

interesting read this thread, op what was the outcome?