Fencing issue/complaint

I completed a fencing job for a customer last week on time and on budget. When we arrived on site, we discussed the proposed line of the fence and advised that we would follow the line of the path from the house and kick the two remaining panels out to avoid a raised bed. The existing fence to be replaced followed this line and was all within the customer's boundary. The line of the fence was agreed and we installed the concrete posts accordingly.

We left the job completed on Friday and the customer appeared happy and did not mention anything. I have now received an email from them saying that they are not happy with the line of the fence and that they are withholding payment until we come back and realign three posts to reduce the appearance of the kick at the bottom of the garden.

I am reluctant to agree to simply go back and alter this at our expense in view of the verbal agreement we had to follow the existing line. I would be interested to view other members' opinion before responding to the customer.

Hi Danny

I agree with Matt. Writing a specification based on your client's brief is a sure way of avoiding a scenario like this in the future.

It's worth having a check list (even if it's just in your mind) of the likely scenarios which may affect the job and the potential for misunderstanding.

Writing a specification, pegging out the line with painted stakes and even photographing them. Then get a signature - an email of acceptance from your client will do.

I know on this occassion this advice won't help. If you are sure of your position then stick to your guns.

If you haven't already, have a read of this: I'd like to see the invoice please
http://www.landscapejuicenetwork.com/forum/topics/i-d-like-to-see-t...

Replies

matt evans February 11, 2014 at 8:17am

This is why i give any domestic jobs an estimate and specification sheet. Ive seen it time and time again and is the main reason I want to break away from domestic work because of the people!!

Anyway, 6 bags of postcrete and a couple of hours of your time will sort it, tight budget? mix up some cement and ballast to save the cost of the postcrete.

all the best
PRO

Nick @ NM Garden Services Ltd February 11, 2014 at 8:21am

I would probably stand my ground. If they asked for a change and don't like it why whould you be paying for it?
PRO

Phil Voice February 11, 2014 at 8:38am

Hi Danny

I agree with Matt. Writing a specification based on your client's brief is a sure way of avoiding a scenario like this in the future.

It's worth having a check list (even if it's just in your mind) of the likely scenarios which may affect the job and the potential for misunderstanding.

Writing a specification, pegging out the line with painted stakes and even photographing them. Then get a signature - an email of acceptance from your client will do.

I know on this occassion this advice won't help. If you are sure of your position then stick to your guns.

If you haven't already, have a read of this: I'd like to see the invoice please
http://www.landscapejuicenetwork.com/forum/topics/i-d-like-to-see-t...
Dean Giggins February 11, 2014 at 8:52am

I think you should stand your ground if the line is where the customer agreed. It might be worth meeting them on site and reiterating why you kinked the fence out.
Kirsty McGeorge February 11, 2014 at 12:41pm

I agree with Dean - meeting and discussing problems face to face always seems to keep things happier than sending emails back and forth and usually saves time too - then just take it as a lesson for next time to have something in writing to avoid these kinds of problems. In this case if they won't agree to pay you to move the posts or accept them as they are perhaps you can suggest a compromise of a share of the costs involved in redoing them if you are interested in maintaining a good relationship with them.
Danny Allen February 11, 2014 at 5:12pm

Thanks for all of your replies and advice. Good to know we show some solidarity and this isn't the first instance by a long chalk.

I have a meeting on site tomorrow to discuss the issue so will keep all of these points in mind. Matt's right given worst case scenario - it pays to keep things in perspective but it doesn't stop us having sleepless nights does it?!
Colin Hunt February 11, 2014 at 5:45pm

People tend to be brave through e mail but no so face to face. Keep the meeting light with plenty of smiles and once the pleasantries are out of the way "right, lets go have a look and see what we can do, shall we?" and unless they are complete liars(which is unlikely) or you got it wrong(also unlikely), they will have to agree that you put the fence where they wanted it. From there it should be a simple matter and not unreasonable for you to ask to cover your costs.
Gareth Leek February 11, 2014 at 7:16pm

I doubt you're going to win this one. I'd bite the bullet and alter the posts. Explain your side of things and suggest they go half on costs. Sometimes its easier to just give way especially if they're holding payment.
Brendan McHale February 11, 2014 at 8:07pm

you might not be able to just realign 3 posts as the last post may end up shorther or longer (length wise) than where they are positioned now.

If the line was agreed and its gone in as agreed any change is at their cost
Lawncare-4u.co.uk February 11, 2014 at 10:53pm

clarity ! spray a line? go half each on time/concrete to keep good relations for future jobs?

what was job total / profit? scope for error or budget job?