C
CRedmore
New Member
Hello, I am desperately hoping for some advice from a very problematic customer I've had for the last couple of years.
When we first agreed to work with him we weren't even a year into business and cut him a great deal just to really keep our diary filled and jobs coming in. This customer was displaying red flags about being overly fussy and constantly bargaining for discounts, we eventually settled on a very good price (for him). Whilst we were on the job, he kept changing the script and adding on extra jobs which were hard to keep up with and confusing, causing the job to drag on. Naturally, the bill increased but not unreasonably so. He argued relentlessly how much the bill was at the end going as far as calling suppliers and finding out how much each material costs and demanding explanations to our charges. I was bombarded with constant lengthy emails, he claimed to know more than us about roofing and after a few weeks, we settled on a payment. Fast forward a month, his boiler broke down and he accused us of flooding his house, blaming us, of course! He dragged it out and took us to court (and lost) wasting countless hours and days of our time. As you can imagine he wasn't happy with this and started complaining of other issues with his roof, water was getting in around his chimney and a verge tile had blown off. We reattended 3 times free of charge and rectified the issue, he still wasn't happy, bombarding me with more pages of emails and threatening more legal action. He's reached out again today with another leak coming down his chimney, I am starting to think he has become so bitter he is sabotaging his own roof as we gave him a 15-year warranty on our work and he's relentless in making the most of it. I don't know how to disprove these accusations or how to deal with this customer any longer. Can anyone help? I'm at my wit's end. He's even found out where I live and leaving letters through my letter box, I had to threaten police action of harassment charges to get him to stop.
When we first agreed to work with him we weren't even a year into business and cut him a great deal just to really keep our diary filled and jobs coming in. This customer was displaying red flags about being overly fussy and constantly bargaining for discounts, we eventually settled on a very good price (for him). Whilst we were on the job, he kept changing the script and adding on extra jobs which were hard to keep up with and confusing, causing the job to drag on. Naturally, the bill increased but not unreasonably so. He argued relentlessly how much the bill was at the end going as far as calling suppliers and finding out how much each material costs and demanding explanations to our charges. I was bombarded with constant lengthy emails, he claimed to know more than us about roofing and after a few weeks, we settled on a payment. Fast forward a month, his boiler broke down and he accused us of flooding his house, blaming us, of course! He dragged it out and took us to court (and lost) wasting countless hours and days of our time. As you can imagine he wasn't happy with this and started complaining of other issues with his roof, water was getting in around his chimney and a verge tile had blown off. We reattended 3 times free of charge and rectified the issue, he still wasn't happy, bombarding me with more pages of emails and threatening more legal action. He's reached out again today with another leak coming down his chimney, I am starting to think he has become so bitter he is sabotaging his own roof as we gave him a 15-year warranty on our work and he's relentless in making the most of it. I don't know how to disprove these accusations or how to deal with this customer any longer. Can anyone help? I'm at my wit's end. He's even found out where I live and leaving letters through my letter box, I had to threaten police action of harassment charges to get him to stop.
