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Busy Clients for a Construction Company - What Would You Do?

January 15, 2008  |  from Markup and Profit Blog

This scenario, once again, is a reminder of the importance of a good contract. And signed change work orders. And checking details to make sure a job is done right. But now that it’s a full-blown problem, what would you do?

A busy client (married couple) contracted to have a bathroom remodeled. This included a soaking tub on an island in the middle of the room.

After the island was set and the tub installed, the tile installer pointed out to the contractor that the grout lines were not going to line up with tub. Small difference, but a difference. The tub wasn’t square with the bathroom. Somebody didn’t do their job of layout very well before the framing started and somebody else didn’t have a check list to follow when they did the framing check for square, plumb and level.

The contractor, to their credit, immediately called a meeting of all parties involved and worked out a solution that, while not perfect, would do the job and everyone seemed happy.

I mentioned above that the owners were busy folks. He was the one at the meeting to resolve the issue with the island and the tile work. She couldn’t be there. He okayed the solution and the plan was approved. But the contractor did not write a Change Work Order and get the owner to sign it approving the fix.

Next thing you know, the wife let the contractor know that she wants the tub torn out and straightened. Nothing else will please her.

Now we have a dilemma. Two people, two levels of expectation. Ever heard of that one before? The contractor has clear language in their contract that says that if one owner requests or approves a change on the job, they both approve it.

So what would you do? Tear out the tub, reframe, and reinstall? Negotiate? Hold your ground, and do what was agreed upon in the meeting?

Filed: Customer-Service