Some people just love to moan.
I had a 1* review left over a year ago.
The reasons for the 1* was my waiting list was too long.
And I refused to get him in for work sooner after he offered to pay me more.

I’ve had the same with a guy that threatened to leave a bad review for sewing up a shore station last spring. He wanted it that week. All of our reviews are 5 stars. We try to work with the customer before they leave if they were unsatisfied. If it leaves to a bad review, I would just plainly explain our side like above, and hope that people understand some people are just never satisfied.

Pete did a good job on the cover for my pontoon but I was very disappointed when the bill was 40% more than the original written quote. His explanation was that it took 19 yards rather than the usual 17 yards of fabric and two extra $25 support poles. Two yards of fabric is a little over 10% so I could justify a 10 to 20% additional charge but not 40%. He didn't call to explain the overage... just handed me the bill and said the $850 was just a quote and he would not negotiate.

Back to the Future Upholstery First of all, thank you for taking the time to post a review. I am glad that you at least think I did a "good' job. We take all our reviews, both good and bad, seriously, as "word of mouth" business is our biggest asset.
Allow me to break this down for you. We are a service industry. We have an approximate cost for custom covers for standard lengths of boats. When a customer calls for an "estimate", that series of charges is what we quote. The original estimate was $900 in material and labor. Again, as stated in the Service proposal that is an "estimate".
You brought your boat over on Memorial Day at 8:00 in the evening, when we asked you to be here by 1:00 as the shop was closed on a Holiday and we had plans.
I told you at that time, that the cover for the bow deck and the ladder deck would be additional. You also asked me to replace the broken snaps as needed on your boat. Due to the configuration of your boat, it was not typical of a standard 22' pontoon with 3 support poles. Your boat needed 5. These things cannot be determined until your boat is physically here. That being said, your labor and material cost came in at $1,161.04. That is a 29% increase - NOT 40% and it is due to the additional customization of your boat.
Estimates are for the cost of Labor and standard materials needed for a custom cover. Incidentals such as sales tax, shipping. waste disposal and additional supplies pertaining to each job are additional charges. Quite frankly, this is the first time I have ever had to "explain" additional charges on a custom cover. The $25 charge for the additional support poles included the poles, the bases, and the vents.
We hope this helps you better understand the charges for your pontoon cover.

I never give estimates over the phone or without looking at the project. The "ballpark" estimate that everyone seems to want is what they cast in stone, unless you do it for less of course. I just tell them that due too so many variables, I just can't do it...most understand. A unhappy customer will go out if their way to badmouth you and skew the facts. It's too bad that a good shop can be hurt because of some misunderstanding.

I generally love everything digital. But I can't get behind online reviews...

If they're all positive, they can bring in A LOT of business. But they seldom are. No matter how good your shop is, there are going to be loud, vindictive complainers.

Assume the average job is $200. And assume 100 people read that one negative review and decide against giving you their business. Well, that's $20,000 lost all because of one jerk.

These people have all the leverage and they know it.

Only thing we can do is what @Peter Pittel did, and respond with a kindly worded, common-sense explanation -- and hope potential customers read it.

If we ignore it, their version becomes truth. And if we respond angrily, we come across as having bad customer service.

It's a lose-lose. #IhateYelp

My review was left on face book. There is no way to contest or delete it. But I could refute it in a response. I knew this customer would be a problem from the start but against my better judgement I took the job. When he arrived at 8:00 pm I asked why he didn't show up on the scheduled time, or at the very least call or answer my repeated calls. He responded that he had company. I pointed to the half dozen guests I had and said so did I but that didn't seem to matter to you. Such is life. Next time I will trust my gut.

This seems relevant: "Some clients are a pain in the ass. Here's how to spot them."

:lol: :rofl: :lol: :rofl: :lol: :rofl: :lol: :rofl:

I had a person file a complaint with the BBB because I refused to do work for her. I thought it was funny, what was she going to complain about?

@Steve Ingram, did the BBB actually take the complaint? It seems odd that they would, considering you're a private enterprise.

I installed a roof on a customer's restoration project Cadillac who was extremely satisfied. He was VERY difficult through the whole process and I decided if and when he came back to have his seats done I would refuse the job. Close to a year later he did, I refused the job, he was "Shocked". Ended up taking me to small claims court ! Said the roof ,that previously met his standards ,wasn't to his standards

I never heard anything from them so I doubt they would take the complaint since there was no transaction to complain about.

@Steve Ingram That's good. I would've been extremely surprised if they did anything.

@Eric Gordon That's funny. He can't sue a privately owned business for refusing a job :lol:

Generally, if I suspect a customer is going to be a pain in the ass, I'll tell him: "Sorry, I can't do your project. I'm booked solid through the end of the year."

This way I avoid a possible confrontation, he doesn't waste my time with frivolous legal action or complaints, and it doesn't spur him to go out and write a million negative reviews about my shop under fake names.

These difficult people can be spiteful.