Here is my situation and it’s probably going to get confusing along the way but i will try to explain the situation.

Basically, we have this customer whom we’ve known for quite a while now (10+ years maybe). He had asked my husband to do work for him, like decorating in his place but in his own terms. He would tell my husband to do, let’s say 2 rooms in one day with just one coat. He would basically instruct my husband a task and he will be the one to tell him how long the job should take.

Now, he has a property that he lets out that recently became vacant. The previous tenant painted the whole place (2 br, living and dining room, kitchen, bathroom abd en-suite) with just one coat on the walls and ceiling (woodwork exc). Unfortunately, they weren’t happy with it although a tenant is allowed to have wear and tear. He then asked us to paint the walls, ceiling and woodwork with just one coat and of course added the woodwork. On top of that, he wanted the worktop changed (3 lengths with sink and hob), upstand and plinth installed, kitchen vinyl tiles done and lino for the bathroom. We only verbally agreed on the price for the decorating and the worktop jobs which we said just £800 (i know it’s cheap) since we thought it wont take long. He also said while we’re preparing the woodwork, “dont worry about the painting”. Basically he wanted it done quickly. He also asked a carpet company to change the carpets in the 2 bedrooms.

Just before the jobs were done, he asked my husband to replace the carpet using the left over carpets on the 2 airing cupboards without asking us how much it would cost. Now, when he went there while we weren’t on site, he called us asking where the leftover carpet was. I kept telling him that you instructed my husband to use it in the 2 airing cupboards and the bit that was left was in the living room. He didn’t believe it and insisted it was bigger than that. He was shouting and talking over me without hearing what i was saying. I then got so mad and said to him i dont like the way you’re talking to me, it’s so disrespectful. He denied and kept shouting. I then said to him I don’t want to talk to him anymore then hung up the phone.

We just went back to the place to basically finish it and left. I sent him the invoice and he wasn't happy about it that i added extra with all the extra jobs he added on. He said it wasn’t part of the agreement. I have had enough of his rudeness, i said to him, ‘This is our bread and butter and we have bills to pay.’ If you don’t want to pay, that’s up to you. I will no longer chase and refuse to deal with him from then on. He then paid the original agreement and £100 short for the extra.

He has a estate agent that manages the place. He went there to check the place and basically expected a high end finish. The owner originally asked us to just have a quick one coat hence the price. Even with that, i believe that it is still very cheap.

I have made a decision not to go back there again and correct any rectifying he wants done. I am

just ignoring him because whatever I say, he will just ignore it and wants to have his way done.

Would you go back to the place and rectify the issue? I will try to attach the picture he wants done. it’s not even from painting, it’s like a crease from the joining tape. Please someone correct me. Thank you

this is the wall he wants rectified. How can you explain that to someone who is doesn’t want to listen?

There are so many levels of misunderstanding and miscommunication here that, at this remove, it is almost impossible to give sensible advice.

Time to move on perhaps?

I once had a customer that kept moving the goal posts.

I just stopped dealing with them halfway through the job.

Just not worth the stress, even if the financial hit hurts.

11 hours ago, Oceanjules said:

Would you go back to the place and rectify the issue

No.

If you did any more, would you still not get paid?

Verbal agreements are no use when there is disagreement.

It was your decision and I'm afraid you have been stung.

See if you can get any money to walk away. Do you have any leverage at all?

He hasn't paid you for what you've done, why would you continue to engage with him? Trust has broken down, based on the carpet interaction.

Write it off to experience and move on imo.

14 hours ago, Oceanjules said:

He then paid the original agreement and £100 short for the extra.

It sounds like you've been paid the majority? In which case it's unlikely to be worth the trouble of trying to pursue this last £100.

It also sounds like you've done a lot of work for the sum mentioned, though of course there are two sides, and your time is probably better spent finding more reasonable customers for what are popular jobs plenty of people need doing. As @jack says, trust has broken down.

I wouldn't go back but I wouldn't ignore them either, instead I'd put your position in writing to them politely - the work you've done, price agreed, that you were instructed (as I understand it) to do a very cosmetic job, painting over rather than rectifying faults, include in measured terms that they were rude, and that you consider £100 still to be outstanding to be paid without further delay.

Accept you're not going to be able to work with this customer again. A letter/email clearly explaining your position should help later in the unlikely event they pursued a civil claim.

Stop doing un-agreed work and asking (hoping) to get paid afterwards, this is just barking mad.

I was guilty of this previously, and it is stressful and non-rewarding, so stop as in TODAY.

(expletive deleted) this guy off, he’s an idiot, and let him find some other goon to step into the void; there are plenty propping up the bar in his local.

Get a pad and a pen, go to a room, write the title of the room at the top of the page, then ask what they want done; then repeat for every room. This forms a Scope Of Works, and you then convert this to email and add the prices per room based on anticipated man hours, and materials.

Caveat that you leave waste on site, in rubble bags, as you are not licensed waste carriers, or they provide a skip.

You’re just cheating yourselves out of money and life, and you’ll never get a single word or gesture of gratitude, so why bother? Also, learn to say “NO”, when they ask you to do things “while you’re there anyway”, as that’s free work which is insane. Tell them its time + materials, and that you’re happy to price to do it but it is not included at this time / in this agreement. You’ll be surprised how many will respect you for this and agree to pay you as they just want it done.

Change how you do business, and you’ll see a night and day difference in how much you earn, and also in how much less stressful things become.

Get into the habit of confirming all discussions and warnings by email . No matter how friendly people seem money can easily muck up a good relationship.