To clarify, the client had only contracted us to install a shower base liner. We initially quoted him additionally on plumbing and tiling works, however the quote was outside his budget. The only items he contracted our business to complete were installing a new shower base liner and a new shower screen.

This client had issues with scheduling of trades he had contracted privately to and had an agreement between himself and external tradesmen, not any of our staff or our business.
We originally provided this client with a quote for plumbing works (changing over a toilet/tapware etc, re-tiling a shower and vanity splash back , a new acrylic shower base liner and a new shower screen. He chose to go with an opposition tiling company due to budget constraints.

To help him out further, aware of his budget constraints, we provided him contacts for a plumber as he did not want to go through us direct for the plumbing again due to budget.
Very last minute the opposition tiling company the client had contracted cancelled on him, leaving him in a pickle as the client was only in Melbourne for a 3 day period. He contacted us wanting to now book the previously quoted tilling work in with us, however it was explained to him that it was too late to book it in for his preferred dates as we were heavily booked.
It was explained to him at the time of the quote that we are generally booked 6-8 weeks in advance for tiling works. He demanded that we fit him in. Unable to do the impossible, we assisted him by providing him with contact details for some tilers, one of which he works for us on a casual basis.
After having a conversation with the tiler whom we had provided the client with the contact details for, the tiler said that he had tried and tried to tell the client that he was too busy to carry out any works for him.

After being continually harassed, the tiler made time to attend. When he arrived the job was not ready.
The taps were supposed to be removed by the client's plumber prior to the job in order to tile the vanity area. When he arrived the taps were still in place.
The tiler had only allowed 2 hours to complete the works, so he explained to the client that he was sorry but he was unable to do the job now, as he could not afford to wait around until the afternoon for the plumber and continue to lose more income and disrupt the remainder of his workload. He told him he would need to find another tiler.

The tiler told him that he physically did not have any more spare hours in his day to return, and he was booked solid for weeks.
He had already lost the morning's work by attending this job that the client had failed to prepare for him.
After the client's plumber also cancelled on him, the plumber harassed (constantly calling and texting) one of our staff at 10pm on a weeknight demanding that they find him another plumber, even though we had had never been contracted to carry out any plumbing works, or any project management works, and even though the client's privately contracted plumber had cancelled on him, not our company!

This client was extremely demanding and difficult. I have to add that the works that he did contract to us went in without a hitch, our installers arrived on time, installed the shower base liner and the shower screen, and the client praised their workmanship and work ethic, even though this multi story building was located in the CBD , did not have a carpark in the building, there was no street parking and our vans did not clear the height clearance in the carpark beside the building. There was literally no car parking within 300m, and the client had no appreciation that our guys went out of their way to carry 50kg shower screens from a van located a tleast 300m from the building without any additional charge.

When invoiced, he made threats to not pay any of the almost $3000 worth of works completed by our company that were completed to a very high standard, which the client also stated himself.
He told our rep that he was not going to pay for the work even though he was happy to make us suffer for not finding him a last minute plumber or tiler after his contracted privately trades cancelled.
We had told him from the start if he accepted our quote, we could coordinate everything and project manage on his behalf, we have never had a job not run smooth. Any of our clients would vouch for this.

Due to his decision to save money and self manage and book external trades, he found himself in the situation he did.
He also made threats to leave negative reviews and to ruin our family business.

Its really disappointing as a business owner when you go over and beyond to please a customer and this is how they treat you. We only provided him with industry contacts to genuinely help him out as we were unable to do the job due to being booked heavily as any good quality trades business will be in our industry and city.

Disappointing that doing a favour for someone can result in them causing so much harm to your business. This review has caused us a major downturn in business, and there is a direct link in algorithms linking this review to the downturn.

We will continue to provide a top quality service to all of our clients, however we will no longer provide industry contacts to assist clients in the future as we cant vouch for their availability or professionalism which could potentially impact our business as it has in the case of this review.

With exception to this client, I have to say that close to every single client we come across are the most delightful, wonderful people to deal with. Our clients make our job a pleasure to carry out and we appreciate their business very much. We feel privileged to provide a quality service to our loyal clients.

Sorry, this had not allowed me to edit the first sentence- we were contracted to install a shower base liner and a new shower screen. (not just a shower liner).

ShowerMan, thanks for the response. Most of what you wrote is not aligned with my experience as a customer or my accounts of the situation, however I am not looking to defend myself. The reason for my review was to offer my customer perspective so that other potential customers can make informed decisions when looking to have work performed on their properties. I believe I was honest and straightforward, if your work practices drive business away then you need to adjust the way you perform said work practices. Probably best to concentrate on this and not absurdly long rants in response to objective criticism.

Thanks very much for your review. You and your tenant were wonderful to work with