WHEN CUSTOMERS DON'T PAY | Shower room job all complete 

Nobody could accuse you of not being genuine mate. I don't know you but, just by watching your videos I would trust you on a job of mine. The fact its upset you so much just proves how sincere you are. Keep up the good work pal 👍🏼

I always used brass screws in bathrooms especially in cisterns, but I used Tap washers instead of clips to hold the cistern in place. Sorry to hear about the customer who didn't pay, it's not the loss of money that gets you, it is when you do your best for them and they do not respect that, that's the hurful part.

Man I charge double and you're a great plumber. Work smart, charge smart and you won't work as hard and stress about it. Then when you do have bad experiences, you're covered because the pay is your compensation. The pay is your appreciation. Them paying you less doesn't make them respect you, it just means people will take advantage more to benefit from you

I’ve been plumbing for nearly 20 years now and it’s still great to see videos like this on how other people work Tom. It’s nice to see that you see the larger picture on customer is not paying. It’s all about customer satisfaction like you said. Anyway I’m watching your videos you’re a great plumber. Keep up the good work!!

For the skill and experience you have you should be charging more. You are underselling yourself. Some customers will always be out to knock you whatever you do. We get them now and then and we usually see the signs funnily enough. When it happens and it isn't for much money I just move on and tell other plumbers around the area to avoid the customer. I find this is better for my mental health than the stress of recovery action.

Sorry to hear you had a customer that did not want to pay. I honestly think you should take them to a small claims court. Your video speak volumes about the quality of your good work. You are a tradesperson/plumber who takes pride in their work and certainily not a cowboy or a rogue trader. I am sure that many of your 3K subscribers would agree. Keep up the good work and don't let them grind you down.

Very few people understand the reality of a small heating/gas/plumbing business. It's hard unglamorous work. We have to go out of our way to solve someone else's problem at the drop of a hat and then chase the appropriate payment/invoice. I now try to make it as clear as possible that a call out fee is applicable for any visit payable by card or cash onsite. The hours I have wasted doing/attending a fault or fault finding, for someone to then take your findings and get someone else to do it using your price as a bargaining tool is very common.

I'm a plumber myself and you do things properly and don't half arse things which in this day is rare. That is the worst thing to go through in this line of work and it happens a lot more than people think, especially nowadays. How people like that sleep at night when they are getting a good service is beyond me

Hey buddy I'm not a plumber I'm a carpenter and these people who don't pay a a joke. Do not beat yourself up about your worth or your beliefs about charging etc. They would not be able to have these jobs done without all us trades out there. Keep your head up mate liking the videos and we all need to stick together.

Hi mate, I’ve had my own plumbing and heating business since 2005, don’t let the customer get away with out paying, send him a solicitors letter, firstly you have the right to put any work right, which he should have given you the opportunity to carry out, and also ask to see the invoice from the emergency company, bet he refuses to show you because there isn’t one.

Nice work and the customer should have paid you the parts are yours till there paid for, 👍👍👍👍

Great job Tom.

I am sorry to hear this. You were dealt with most unfairly.

I'm thinking of getting one of them card machines so you can take payment there and then.(Anyone out there use them?) Big jobs from new customers take all materials up front plus 50% labour.

You should be charging double that Tom.. My old boss used to say anyone can be a busy fool and that’s always stuck with me.. We’re professionals and our pricing should reflect that mate 👍🏼

You are one of the best out there Tom, unfortunately there’s always going to be people who try it on. Your honest as the days long my friend. I Wish you were round my neck of the woods I will be in need of a new combi swap soon and I’d get you in a heart beat Tom.

Another great video, thanks. There are always some awkward customers, fortunately they’re in the minority. That bathroom looks amazing, especially considering how it started out!

Hi mate when customers don’t pay something you have missed along the way is the reason now to things is A very good lesson you will learn from trust me number two you can try to stay on good terms so you’ll make your money in the future with them out of other jobs with the same customer that is you can choose not to I always do no point arguing when a customer has made up his mind not to pay be smart though so many ways you can get your money back stressing about it not the way in but as I said it is a very valuable lesson everyone in the trade goes through that I hope what I’m saying it makes sense all the best mate

Been bumped for thousands over the years. Just let Karma deal with them now, not worth the ball ache. Can't help thinking it's probably gonna get worse from now but keep doing what you're doing, you're one of the best around

Wow that shower room really came out nice!

Hi Tom, another great film, thank you. I hate it when customers will not pay you, I know you are a great and honest trades man and always do top quality work. Keep an eye out for this customer so he doesn’t try it on again. Take care Tom, cheers 👍👍🍻

Been watching your vids for a couple of weeks now Tom, going through a lot of your old ones. I have been plumbing etc since 86 and I'm genuinely impressed to see someone who knows whats what, shows genuine concern for how things work, look and look out for the next tradesman who will come along in the future and then on top of that real customer service...good on you and thankyou. I completely understand your points about not being payed and this particular situation. Having worked for myself for over 10 years and then knocked it on the head because of the stress (inc not getting payed, amongst other things) remember you are very skilled with a lot of knowledge and providing a spot on service...never forget it bro and don't let people take advantage. Subbed, liked and look forward to your future work. All the very best mate 👍

If you price in the risk of this happening in your hourly rate, when it does happen, it won't sting so much👍

cracking job I saw using a pipe clip for fixings the cistern instead off a washer

Tom. Put it down to experience, people like that just piss me off. Thankfully most people are genuine. Good video 👍

Hi Tom. Try Pete Beaumont he is on gas chat. It might be a small amount but if that person does it to everyone it brings down the whole trade. They should have let you make it right first. You are in the right. You are a good moral tradesman.

name & shame them tom YOU do great work mate

Bit of a bummer when customers take the piss and dont pay.....I suspect they are taking the piss to get out paying .....I've had only one that didn't pay and that was a builder . Good install Tom and always good real world plumbing content. 👍

Excellent work on that bathroom Tom , I watched your decommission video and I remember how bad that floor was in the WC area. Top class mate. 👏🏻👏🏻👏🏻

Good vid plumb!

You are a very honest guy it is obvious from watching your channel why did the customer not call you before calling someone else to fix the valve head? It's a go after the money for me I would not let it slide

Big up Tom I understand being reasonable but are all customers really telling you the truth AFTER the fact. Pictures and videos before and after all time stamped no arguments Once you walk through the door ALWAYS be on guard 💂‍♂️. Keep up the inspirational work pal 👍🏼

Mate for the knowledge you have and the good work you produce you should charge much more I'm down in Kent and I charge £80per hour. Know your self worth. Your a good plumber

Sorry about the non-payment. We all know you're a skilled and honest tradesman! I agree with a previous comment - you should be charging more for your labour.

Hi Tom, I said when I first started watching your videos what a nice guy you seem and this video just confirms it . Don’t change how you are I believe good things happen too good people. All the best

There are customers who judge traders appearances and that's why he called cowboy and used it not to pay! Don't worry karma will catch up with the customer! Don't beat yourself mate, I like watching your videos and have seen an honest hardworking plumber and gas engineer!

Tom there’s probably a pattern with that customer as in they’ve probably done it before, write them off & move on pal 👍🏻

Don’t let it go Tom, I seam to remember someone saying there are companies out there you can sell the dept to, Might be worth a google, there out of order not giving you the opportunity to go back to make the repair.

Keep up the hard work pal, your smashing these videos out 🙌

Best heating engineer on youtube

Tom it’s absolutely ridiculous, but look at it this way. It cost you one valve to get rid of a customer who doesn’t pay their bills!! It could have been a full boiler install or complete bathroom refurb and it never will be now!! 👌🏼 good riddance to bad payers.

Always take photos of before and after,my company demand it on every job,then we attach them to job sheet on our phone app we use, crap when ppl do stuff like that though, hopefully he may phone you in the future to look at an emergency but you'll be too busy.😜

I like that shower! Looks good! If they customer who said the valve head fell off provided no evidence of the failure and never called you out then you can take him to small claims if its even worth it. The guys probably lying to get a free repair.

Nice job I like that bathroom

What a bad person mate. It’s happened to me once or twice mate. I now get half the money up front. Your a top tradesmen’try not to let it get you down 👍🏻

36 pound an hour. In the south it’s at least 70 an hour going up to over 100 an hour

Shame about that non paying customer mate, like u said sometimes you've gotta walk away from it, but other times it's the principle, great content as usual, keep up the good work bud

They obviously didn’t want to pay, I had a rental years ago and similar thing they said the toilet was not working got a plumber in and tried to knock it off the rent on Sunday! I could have fixed it in half an hour, chancers I’m afraid.💪

Mate, everyone talks about rogue plumbers, you had a rogue customer you’re right to move on for the sum involved annoying as it is,have a good rest of week

just had the same myself,, i worked for 4 times for free after a short on the boiler ,,cant prove it,, 8 days later guy slanders me on job site 2nd day off cos off it, some people not worth your quality take no notice move on,, easier than said but,, are they worth worring over???

Rule No1 never leave site after completing a job without payment either by Bacs or with a credit card reader but I'm sure you have learnt a valuable lesson don't let it get you down

Nice one Tom , that customer should have rang you first and give you the chance to sort it out , it’s still your job until it’s been paid for and therefore if the guy got someone else that’s his fault and I would want the money or take the materials back as they belong to you 👍

Sorry to hear about the non payer Tom, best to put it behind you and keep doing what you are doing 👍 Great video mate😎

Lad your all over regs, just for that alone i would be adding at least a fiver on your hourly rate 😃. Im like you, take pride in my work and i dont rip the arse on rates, but you know and I know theres people out there are charging double and the workmanship is shocking lol. Keep up the good work though and one thing i learnt really fast in this industry is get payment before you leave, as if there is a call back needed, there gonna ring you as theyve paid you.

Customer must contact you first if theres a problem. Sounds like a chancer! Ask for their invoice to be forwarded to you.

Not that I do this myself but probably best to take payment on a card machine before you leave the job then this can’t happen I know it’s a small amount but at least you’ve not lost money and parts to dishonest customers that tell lies.

Nice job tom

You should be charging double that!! Suspicious as f#%k, why wouldn’t the homeowner call the plumber that would be obliged to fix it for free?? You’d be better off with “payment on completion” (same as Pimlico) then if there’s an issue there’s no risk the homeowner would call anyone else! People may take advantage of your kind nature. Big fan of your work mate, thanks for the tips and for helping me be better at my job! 🍻👍

You ent charging enough mate! It’s not about ripping people off. It’s about charging for what a job is worth - getting someone their heating/hot water working again is worth more than £36 for your time. Btw I don’t mean to tell you how to run your business but you can be earning more mate 👍

You don't charge enough for how highly skilled you are.. you could email him and explain you document all your work with videos and photos. You could explain the head falling off is impossible for them types zone valves unless it was a manufacturer defect and that he could have called you and you would have gone straight out... I know its a small amount and not worth chasing but you could get your point across and just explain that you did everything right and 'if he can't afford to pay' then you could set up a payment plan.. make out that he can't afford to pay and it will be a slight dig and he might pay you just to show you he can afford it lol.... I've had people not pay me for over a year it was £100 bill and I found a solicitor online who sends a letter for £2 and eventually he paid.. I really really get annoyed at none payers because most of us want to do a TOP job! And it really annoys me that I've spent time helping them for nothing when I could have been spending that time with my family! You should go shut there water off and pour postcrete in the stop tap! Lol.... you should up your prices honestly your worth double what your charging! You a decent bloke and don't let customers like him put you down..

Luckily haven't really dealt with people like that yet, not sure what you can do really. Just have to accept it I guess. Some sad people out there.

Those thin copper tails…… absolute nightmare…… cutting them down to install? Forget it😡

Do prefer plumbing or doing the heating side

He's a thief, i went round a customer's house with pics of my kids once. Be strong . You're a legend, don't let him get away with it. Bother him all the time about it! Stealing from Joe's is the lowest mate.

Tom your a boss plumber Up your prices and don't take any crap know your worth mate

Charge more man your worth it. Im at £70 per hour

Ask to see the other company's invoice, or contact details so it gives you the chance to verify what the customer is saying.

Nice finish to the shower room Tom, the non payer, well that’s the measure of some people unfortunately, I’m with you , always do your best, and remember they will need you at some point and when they do 🖕, I’m sure most good people really appreciate a quality tradesman, take care. 👍🚽

Raise the invoice wait a week after the due date and then send a letter before claim. you don't work for free.

why did the customer not get in touch first ;

Get a Neerad tap kit also best all round kit going

Ask the customer to send you a pic. of the invoice that was paid to the other company he used. Tell him you intend to pursue the matter in the courts, even though I know it’s not your intention. If he can’t produce the picture, you know he’s had you over.

they have to give you 1st refusal to fix you would win in court easy

Legally tom, they HAVE to allow you another chance to fix the issue, if they've got someone else in, that is their problem. Invoice as normal. And push it for small claims out of principal

As always. Don't worry about the nob head customer he might need you again and you know what to say next time.

36 quid an hour mate, should be charging more definitely

Oh mate I’ve had this before. No they didn’t get someone out. There’s alway people like that

Dont let it get to you tom unfortunatley these sort of customers are a massive problem in our game, seems some people do it purposely. They bring along with them this corporate mindset where they think everything should be perfect and instant when plumbing isnt like that each job is different and theres no text book only struggle and frustration. The way I see it is you wouldnt walk into tescos for a pint of milk and loaf of bread then relise you cant afford it and haggle to staff for a discount, you either have the money or you dont. So why do we get treated like this. Not sure what part of the country your form but your hour rate is way too cheap for a registered gas engineer and oftec person. Get it upto the high 40s, youll thin out the ratty customers and be able to buy some nice tools 😉

Hi Tom, You are too cheap in my opinion for your level of expertise and honest service you provide. I always take a good deposit up front its usually a good indicator. Keep up the great work Tom, John from Dublin.

Tom i always pay on the day pity about the none payer

I once spent 3 months chasing 70 quid. No way they're getting a freebie. No way.

Loads of people are liars and cheats in 2023. How people can lie like crazy and to your face is totally amazing. My faith in humanity has gone down and down over recent years.

That non payment stinks in my opinion Tom, there’s something not right there! If you had someone out to do a job, then regardless of the bank holiday you’d call them back, not get someone else in! Could you send the video as evidence? Never had a non payment but I did have a customer, who I bent over backwards to help out one Easter weekend, took months to get my money, and only got it when he was reminded that I still had a key to his shop and a disconnected pipe could do a lot of damage !

Mate that is way to cheap to be charging need to up ya prices mate

Waaaaay too cheap!!! Prices need to go up mate

There are arseholes everywhere I'm afraid....I recently purchased the Milwaukee angle drill attachment, makes screwing the cistern to the wall dead easy 👍 around £20...film and photograph every job ! then small claims court...with your channel as evidence....I'm sure you would win hands down!

You should name & shame the customer who didn’t pay so that he doesn’t get the chance to rip off someone else when he needs work doing

He taking the piss mate some do try it on

What goes around comes around just know it will happen to him

M8 just my opinion but you sould be charging at LEAST £20 more an hour. All your knowledge and skill/ work ethic are unquestionably worth far more than you are charging atm

Sorry i must have misheard I thought you said £36 an hour WTF seriously mate Value yourself properly great vids but that hurts me to hear that. And never wait to invoice do your best to get payment before leaving every time the 4 Gs Get In Get Done Get Paid Get Out.😊

Your customer is having a laugh at your expense. However 36 per hour ?? I charge £55 for a single hour and 30 per hour for day work

It happens mate I’ve been done a few times like that but he should have given you the option to fix it! Rather than pay another company that’s ridiculous

Unfortunately Tom every now and then this type of customer rears their head. Probably has done this to previous plumbers/trades.

Been bumped twice this year so far by non payers. Both about £600/700 quid and both were jobs where I'd been begged to step in to solve problems for people who had had jobs abandoned by other contractors. I then cop the flack for the fk ups that were initiated before I got involved. I don't bother getting mad. Just write it off and crack on. I don't want to be involved with them kind soul sucking people for a second longer than necessary. Good vibes only.

I would let your brother chase them for the money and your brother keeps anything he recovers. It means your business doesn't get a reputation as a pushover, and the customer hopefully learns a lesson.

the blokes just gas lighting you so you doubt yourself mate.. you even videod yourself doing it. Some people just suck.

Reply to email: Customer pays for valve or you take it back................. He will soon pay for it then! Its YOUR valve until he pays you for it. Don't be a soft touch. My penneths worth.

You’re way too cheap mate, for your knowledge and work quality. All gas engineers I know charge 75 pounds plus!!

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