We had a verbal quotation only after he had started work. This was £525 for two days work. The job, putting up a small number of tiles over our kitchen stove, actually took just 5.5 hours, including lunch and coffee breaks. This was spread over two days and on the second day he just did some grouting that took less than an hour. We agreed a reduced bill after I complained that I was not expecting to pay for him to sit at home all day. The grouting was faulty anyway, with holes showing through to the space behind.
Response from Dean Birrell Tiling
Thank you for your feedback. I appreciate you bringing this matter to my attention. In over 20 years in business, I have always strived to provide exceptional experiences, and I regret that your experience did not align with your expectations. I understand that I may have missed an opportunity to provide a written estimate due to the scope of work on Monday. Starting the job the very next morning, the written estimate was not produced, only a verbal agreement. Upon reviewing your feedback, I have identified potential misunderstandings regarding the costs and timelines. During our initial discussion, I recall that you expressed satisfaction with the quoted price. However, it was only upon completion of the work the following day that you expressed dissatisfaction with the provided cost. As a valued customer, I endeavoured to address your concerns promptly. I offered a price reduction, which you accepted. Upon my departure, you informed me of your satisfaction with the service and work provided. As with all my clients, I always encourage them to contact me if they have any issues. I was not aware of your concerns until I received an email approximately five days after the project was completed. My reputation is of utmost importance to me, and I value the feedback and reviews from my satisfied customers. While this experience was an exception, I believe that my overall reputation remains strong. If you would like to discuss this matter further, or discuss paying the outstanding balance, please do not hesitate to contact me.