Hello, I had a request from a property owner to go in and cut their grass in July, and tidy up the weeds around their fence area.
The grass was extremly long, wet and matted, and had obviously not been cut that year.
On my first visit I used my wheeled trimmer to strim the grass, then raked up all the debris.
It was then left for over a month before returning to cut the grass again, this time with a mower.
The paths and outer fence area were sprayed with a glyphosate based weedkiller on the first visit.
The customer is now saying the grass is all patchy and dying in various areas, and is blaming the use of weedkiller spray for the patches and the dead areas.
I have advised that this is probably due to the fact the grass was so long, wet, matted and unkept for so long it probably rotted and died off in areas.
I know for a fact that in the back garden area, no weedkiller was used near the lawn, so its unknown how its got damaged the same as the rest.
Any advice please?
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Replies
Andy you are, of course, in the right so don't begin to doubt that at any stage.
It's difficult and often it comes down to how unreasonable a person the client is. Is it a big sum of money we are talking about? Why not offer them a discount, or a reduced-rate repair job come the spring? I would write a kind but to-the-point letter and state your work, perhaps draw a diagram of where exactly the weed killer was sprayed, and advise that lawns are almost always patchy after heavy long matted grass has been cut.
Stay reasonable for as long as you can, then a bit longer, before considering small claims court. Have you got spraying certificates? Send a copy of this with the letter.
Good luck, it's a horrible place to be but I think everyone comes across uninformed unreasonable clients from time to time.
If you need statements from fellow professionals to confirm grass will be patchy after such a cut I am sure you would get plenty people here willing to email one across.
I've already offered to reseed the patch areas in the sprintime with grass seed, but they want new rolled grass laid now as they are planning on putting the property on the market. I have emailed them back advising the patches are a result of the long unkept grass, and that affected areas around the back have not had any weedkiller spray near it. The person in the property also has 3 dogs, and I've advised that the areas could also be as a result of urine burn. As a compromise I've told them I'd keep open my offer to reseed the areas, even if they sell the house before spring time, just give my details to the new owners and I'll be round as promised. I'm still awaiting their reply.
For future I now always tell clients the lawn WILL be patchy if they ask me to cut grass like that. I did one garden recently and the small lawn areas were all but totally DEAD as it was so long. The guy who laid the turf told the client 4 months (apparently) before cutting it, though I suspect it was 4 weeks and there was an error in communication.
The autumn and early spring periods combined with winter root development should really improve these areas.
There is an extreme option IF you feel the client relationship has broken down and there is no chance of an agreed resolution or further, future works....
Progress through the 'reasonableness' approach first (ie verbal discussions, formal letter, arbitration etc)
Then consider;
- Small Claim Court - which is against the person, or...(and I like this ;-)
- A Lien charge against the property (especially if they intend to sell - no prospective buyer will proceed until that issue is resolved)
There is a cost for these approaches that has to be considered in proportion to the contract value (unless you're bl**dy minded :-)
Often tho, it may be best to walk away if the 'reasonableness' approach fails...that decision is a very personal one...
It's all about experience Andy and warning the client of what to expect and finding out their expectations prior to commencing. You have already carried out the initial clearance and tidy, for which you are owed and hopefully you didnt tell them they would get a perfect lawn right away, so try to come to an amicable arrangement.
I wouldn't beat yourself up over it, put it down to experience - Dan's advice is good.
although a last resort, and maybe a me being a few years younger. This on one occassion in over 12 years of business has worked, but again the customer was a young client and this is what he seemed to understand at the time. Nowadays being a far more proffessional and established business I don't find myself in these suitations and I would probably not bother any naughty doings, and just bite the bullet and leave the stress there.
Hope you get everything sorted out.
Gordon Bowerman said:
The fact the person living in the property has dogs... and those patches are YELLOW and look like piss-burn from dogs.... and not the brown and bare soil from rotted patches screams to me that is the dogs and the fact the grass was long combined.
If the owner wishes to be that unreasonable - a simple letter stating the facts as you see them and re-stating your payment terms with the fact they are overdue is sufficient.
After that, with either no reply or them still trying to dodge their debt, do what you feel is best - personally I would threaten CC then go for it if its over £100 - But I am someone who can not sleep if I know someone has robbed me. As Gary said - its a very personal decision to take a thieving liar to court, with the stress that it brings.
Very good advice Gary,
As tempting as it is to dump half a ton of stinking rotten grass on the front doorstep it's probably not the best course of action professionally.
I hope you get it sorted Andy
Gary RK said:
why Canter do you think its a Filly idea, I best Gallop along then and stop foal-ing around :)
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