Very short version.
Im a sole trader of only 10 months, but an experieced Plumber of 30 years.
Installed a bathroom for a customer, they wanted me to source everything for them and have it delivered directly to them, which l did, once everything had been received by the customer, they then paid me for the goods.
The bath had to be inspected on delivery and refused if damaged, customer inspected and signed as all was fine.
I inspected and fitted it 5 days later.
Bath was first thing to go in, and day after installation the customer started using it, despite the bathroom not being completed until a few days later, this didnt matter to me as they had allowed the silicone to set..
This particular customer was an absolute pain right from the get go but you put that aside and act professionally regardless.
Once they had been quoted, they then started making lots of demands about the fixtures and fittings not having this, but must have that etc, annoyingly none of this was mentioned when l went out to quote...
One of the things they were adamant about, was it had to be a very good bath, because they had damaged one once and it was a nightmare to get sorted...
On to the problem.
Customer inspected the bathroom, very happy, paid in full the same day, absolutely over the moon.
2 days later, 6 days after the bath had been installed and used several times, customer gets in touch to say its cracked and the shower is faulty.....I go over the next morning, the shower isnt faulty, it was user error and the bath isnt cracked, theres a little air bubble in the bottom left corner at the tap end, around the size of a 10p.
Told her ld never seen that when fitting, they said theyd not noticed anything all week either, it was just " there" that night.
Said l would get in touch with supplier, see if we could get a replacement.
3 weeks later, supplier has said no replacement or refund as they believe the bath has been dropped (😡), lve insisted on a manufacturer report and still awaiting that.
Customer is getting increasingly pushy.
I should replace and refit for free, its my responsibility etc, theyve reported me to trading standards, endless emails..
Ive explained lm trying to still get a replacement bath, its still ongoing.
Ive also offered to refund them for the price of the bath myself plus £100 for their disappointment, but none of this is acceptable to them.
My predicament is, what if the customer has done something to the bath?
What if the supplier refuses to replace, do l have to replace and refit for free?
I charged for supply and fit, both of which l have done, and on completion inspection the customer was happy and paid!
Theres a supposed 25 year warranty on the bath, but if the supplier says its been damaged they get out of that dont they?
Any advice appreciated.
Sorry for the long post..
Im a sole trader of only 10 months, but an experieced Plumber of 30 years.
Installed a bathroom for a customer, they wanted me to source everything for them and have it delivered directly to them, which l did, once everything had been received by the customer, they then paid me for the goods.
The bath had to be inspected on delivery and refused if damaged, customer inspected and signed as all was fine.
I inspected and fitted it 5 days later.
Bath was first thing to go in, and day after installation the customer started using it, despite the bathroom not being completed until a few days later, this didnt matter to me as they had allowed the silicone to set..
This particular customer was an absolute pain right from the get go but you put that aside and act professionally regardless.
Once they had been quoted, they then started making lots of demands about the fixtures and fittings not having this, but must have that etc, annoyingly none of this was mentioned when l went out to quote...
One of the things they were adamant about, was it had to be a very good bath, because they had damaged one once and it was a nightmare to get sorted...
On to the problem.
Customer inspected the bathroom, very happy, paid in full the same day, absolutely over the moon.
2 days later, 6 days after the bath had been installed and used several times, customer gets in touch to say its cracked and the shower is faulty.....I go over the next morning, the shower isnt faulty, it was user error and the bath isnt cracked, theres a little air bubble in the bottom left corner at the tap end, around the size of a 10p.
Told her ld never seen that when fitting, they said theyd not noticed anything all week either, it was just " there" that night.
Said l would get in touch with supplier, see if we could get a replacement.
3 weeks later, supplier has said no replacement or refund as they believe the bath has been dropped (😡), lve insisted on a manufacturer report and still awaiting that.
Customer is getting increasingly pushy.
I should replace and refit for free, its my responsibility etc, theyve reported me to trading standards, endless emails..
Ive explained lm trying to still get a replacement bath, its still ongoing.
Ive also offered to refund them for the price of the bath myself plus £100 for their disappointment, but none of this is acceptable to them.
My predicament is, what if the customer has done something to the bath?
What if the supplier refuses to replace, do l have to replace and refit for free?
I charged for supply and fit, both of which l have done, and on completion inspection the customer was happy and paid!
Theres a supposed 25 year warranty on the bath, but if the supplier says its been damaged they get out of that dont they?
Any advice appreciated.
Sorry for the long post..
