Itemised Bill demanded by unhappy Client

[paulTWC1978]

I have a client who we fitted a front door and side panels, the client changed her mind many time prior to ordering but when the final installation happened she said the side panels should have mid-rails and panels below, she has also complained about a small mark on the door which happens with these doors and we are sent the external paint just to touch the tiny marks up. We have been plagued with emails and both myself and my business partner have been out to see her and agreed to install mid-rails, solid panels change the glass and touch in the door. We fit many of these doors and they often come with a slight mark on but due to the grain once they are touched in you couldn't tell where the issue was. The client is now demanding an itemised bill which in the past 43 years of trading we have never been asked for, not only is she demanding the itemised bill she is claiming she has a right to see an itemised bill. Would anyone know if she has a right to this information, as we have promised her we will sort the door out and it will be done as soon as we possible can, the parts are currently on order. My worry is she bragged to our installation teams that she had internal doors fitted and got them for nothing as she wrapped the guy that fitted them up in knots so he ended putting his hands in the air and saying "just keep the doors". I would be grateful for any thoughts?? Our reputation has been extremely good over these past forty three years, so I know this client is in the minority as we have hundreds of happy clients.*

[Amethyst]

When she made the order was anything agreed in writing? All changes following placing the order in writing as well?

You quoted her presumably in advance of fitting the doors, at a set price for the supply and fitting of the doors?

It sounds like you might be right and she's trying to get you to give in.