[Paul Simpson]

Did a job last week to a 3 bed terraced house, all carpets, kitchen, bathroom & W.C.
Listed everything down that needed doing on a spec. sheet and was told only the above really needed doing, this was then signed and a copy given to the customer.

They were a posh couple who run their own letting agency, kind of expected them to be picky and made sure everything we had to do was upto a high standard.

Unfortunately I have been proved right and today got a phone call saying they are not happy about areas, they then start reeling off a list of jobs and areas that I didn't include on the spec. such as light fittings in other rooms and patio doors in dining room, etc.
When I challenged them that they wren't listed or priced for, their answer was that if they put a car into be cleaned and the wheels weren't done then the job isn't done properly.
I repeated myself many times that they weren't on the spec. and therefore not included in the price but it fell on deaf ears.

Have agreed in principal to go back and sort out, should be no more than 1.5 hours but still think I'm in the right and should I really go back?
They have obviously not made payment as yet otherwise I would tell them where to go but if I refuse to go back they may get funny and withhold payment.

[Joe H]

Would have thought if they compiled the list then that was the list of jobs to do.

They should have simply stated - all interior windows, all glass, all light fittings, all light switches, all skirting boards, all door faces..............    and so on.

but you are right to go back... if you want more work BUT next time pick on everything on their list to clarify before you start.

[vacman]

Difficult one...even if you are right, and even if despite this you go back, they may not pay you.

The damage has already been done so far as they will never think highly of you and won't use you again (which of course will be to your advantage, but even so...) and from your end you'll never work for them again and equally will not speak highly.

You have two choices; either you dwell on it and get even more annoyed because you believe you are in the right, or you move forward. Better that you move forward i say, make a decision, stick to it, and accept what does and what doesn't happen.

So, do you cut your loses and walk away at this point, having lost the time spent cleaning the property and cost of
materials? That's one option. They can't complain then.

You can go back and invest another 1.5hours or more, in the hope that they then pay you, but they may still not be satisfied or indeed might not pay you for any number of reasons. Add to which, you say you are in the 'right', so where does going back to 'correct' it leave you?

Or, you can stick to your guns and demand payment. I presume you will have to somehow be able to enforce the tasklist they agreed and signed to prove that they are at fault in this dispute.

I know what i would do in my own business, but this isnt about me. All i will say again is make your choice and be sure to ACCEPT what then does and doesn’t happen. If you don’t accept it then you’ll be forever angry and bitter at what they ‘got away with’. If for instance you decide not to charge for the work, say to yourself (out loud) “They are not a very nice persons and I got stung. It is MY choice to walk away as I am the better person”. Do that –make your self responsible- and you are sure to feel better for it. Whatever happens, look on it as a learning curve for the next time.

Call me a cynic, but my gut instincts are that they are experts at doing this sort of thing. A well-to-do letting agent should have it’s own preferred cleaning company (amongst other services) therefore I am always wary when people like this invite me to work for them for the very first time. Best of luck, and don’t let it get you down.

[Paul Simpson]

Thanks for the replies.

Joe - I compiled the list on the 1st visit, writing everything down and asking questions as we went along, printed this off and got it signed before any work was done.
Don't think I would get any more work from them anyway, they've already said today they only called me in as their regular cleaner was on holiday and provides them with more resonable rates.
This after he already negotiated a cheaper price with me telling me there will be plenty more work in the future.  :


Vacman - Great reply, felt better about the situation as I was reading your reply, cheers.
Have decided to go back and carry out the extra tasks. Have to pick up the key from them so have also decided to hang onto the key and tell them they have to meet me at the property when it suits to sign off and make payment before I hand back their keys.

Otherwise I'll had them to the nearest group of homeless druggies I can find.
 
Only joking.

[vacman]

Thanks for the replies.


Vacman - Great reply, felt better about the situation as I was reading your reply, cheers.
Have decided to go back and carry out the extra tasks. Have to pick up the key from them so have also decided to hang onto the key and tell them they have to meet me at the property when it suits to sign off and make payment before I hand back their keys.

Thanks. Actually, that sounds pretty fair to me, i doubt they'll be so cock-sure in front of you.

You saying that their regular cleaners are on 'holiday' (on strike more like  ) makes everything fit neatly into place...get your money (if you can) and make a hasty retreat!!! best of luck.

[The Great One]

Hi

Some LA's are like this, some not.

Their other cleaner probably just cleans things she sees that are dirty, even if they are not on the list. I have this a lot, especially now in student season.

Thing is you cannot leave something dirty, even if it's not on the list, as it spoils the overall appearence.

I understand your point but also theirs, it's a no win situation for you because you end up cleaning some stuff for free.

Regards

Martin

[vacman]

in the future you should make out your spec for cleaning include everything ...so when you meet a client you can say this is what i do(give them a spec sheet)...even if its clean wipe over it...

Hmmm.....i hope you didnt mean this in the finger-wagging way it's come across. 

I take it you've never met the type of customer who complained that additional jobs were done but felt it came at the cost of doing the actual 'agreed' jobs to a medicore standard as apposed to a very good job of only the agreed tasks? You can't win. And i take the point that areas which have been cleaned show up the areas that haven't BUT isn't that the whole point of an agreed task list?

There is no point at all in having a task list which covers everything, becuase it's practical use is the same as no list at all. Why? Because you are doing 'everything' anyway.

My heart goes out to the author of this post because you can't get more specific than asking someone what it is EXACTLY that they want 

[Paul Simpson]

As Vacman says, if you have a list to include everthing it seems a bit pointless, you might as well go in and say we clean everything from top to bottom.
With the extra time that takes I'd have to price accordingly, but then I believe I'd soon price myself out of contention.

I have a laminated print-out I usually use that includes everything we clean as standard and then ask if there's anything above and beyond the list.
But in this case that wasn't even needed as I was initially told just the carpets, the kitchen, bathroom & W.C. needed cleaning. Hence when I surveyed I went in with a pad and paper and asked what they require cleaning and listed accordingly.

Anyway went back today and done the extra bits, have also arranged to meet the customer at the property to make payment and hand back the keys.
Whilst there, their letting agent turned up and was interested in my services and took my card and leaflet, so maybe something good will come out of it.
He also basically said they usually want more for their money, in other words - fussy.

P.S. Its obviously not a letting agency they run even though they gave the impression that it was.