Why? Why? Why? People keep asking if the containers are onsite yet, and then why not? Isn’t one main advantage of this build method that it’s quick?
Warning, this post is long and quite painful. Read it at your own risk and expect to come out confused at the end. If you’re not confused and it’s all crystal clear and reasonable please let me know as I could use some of that perspective.
It might be something to do with this flu that’s been doing the rounds, but I feel like I’m floating in parallel universe where rationality and written agreements have no relevance. I’ve been trying to keep a sense of humour with this blog but right now I’m just completely baffled by a constant assault of unreason.
I’ve been trying to organise delivery of my containers since my last post but the guy I’m dealing with at Port Shipping Containers is doing my head in.
This is of course my own personal experience and my opinion and you might have a different experience with Port Shipping Containers, I am just sharing for my own therapy. My recent experience has been with one particular person so it might not represent Port the company. I would rather not write about one person but all my recent dealings have been with one person and I think it’s probably a personality thing so I can’t see a way around it. So to protect them, imagine someone you don’t know, and whose name you’ll never know. To be fair he has copied a lot of other Port people onto his emails who I don’t know and they haven’t piped up in protest so maybe he does represent the company.
You might have seen my post from April last year with a summary of my not-very-positive experiences with various container companies. At the end of last year when the job from Port was looking like it was nearly done I was thinking that in comparison to those other companies the guys at Port Containers were angels wearing some extra halos of radiant professionalism (plus high vis vests and work boots). That impression is now gone.
Right now Port are in breach of contract and I’m hoping someone from their head office is going to help me sort this out because I’ve hit a wall of mind-bending, illogical reasoning and blame. We have an agreed quote that states clearly I will pay the final 20% on delivery. Port wrote the quote and I accepted it. I am calling the parallel universe guy I am dealing with “Port Guy” because if I have to think of another name at the moment it might not be polite. He might be a very nice person to others and at home. He might be being advised by other people in the email trail. He’s the 4th Port person I’ve dealt with on this job. The other Port people were friendly and pleasant to deal with and never accused me of anything. Even Port Guy started out OK.
Anyway the point is that I have an earlier email in Port Guy’s own words that refers to this agreed concept of payment on delivery and states that the “payment 30 days after delivery…gives you piece of mind, that if for some reason there is there is something needing to be done on site by PORT, it will be sorted out for you straight away.” Given everything that has gone wrong with this build so far, I really want that peace of mind.
Suddenly despite that email and our subsequent contract Port Guy is demanding I pay everything right now before he will release my containers for delivery. I might have been able to live with that if I’d had a different experience with this company, one where everything went right and the first quote I got was the only one and the job was delivered in 6 weeks as promised. But the reality has been different. Here is a very quick summary of the job so far, there’s a lot missing it’s just some of the bigger stuff to paint the picture:
1) Various staff members kept re-quoting the job so the final quoted cost was uncertain for 7 months. Yep, 7 months. Two months from one staff member, he left then another 2 months for someone else to do the whole quote again (“why did they have to do that?” you might well ask), then the last three of those months were after I had paid 50% of the deposit because the quote had finally been agreed with Port Guy. I started to pay then it was suddenly up the air again and being re-quoted. At that stage I was pretty worried I had made a mistake and might lose the money I had paid.
2) Since the first quote agreement this job has taken 6 months instead of the promised 6 weeks.
3) There have been significant errors in all stages of the build, including getting order specs for materials wrong and putting windows in the wrong way or in the wrong position. All but one of the errors was picked up by me, not by Port staff.
4) I’ve been told various things by Port staff which have then been denied by other Port staff, and I wasn’t off talking to someone I shouldn’t have these were all people I was passed on to at Port. Some of this has meant I’ve been charged for things I was told would be included. There’s been little accountability within the company. I did keep an email trail on most of it as to me that is written record of agreement, but in this weird universe of Port Guy those emails are all apparently irrelevant or inconclusive.
The current status – Port Guy is trying various tactics to get me to pay more money, preferably the full balance right now. I believe the job has come in at close to cost for Port due to inexperienced staff and the high number of errors in the quote and the job, and I appreciate them fixing them all and sticking to their quote. Having said that, it’s what I’d expect a professional company to do. It’s what the rest of us have to do if we underestimate costs in a quote.
It’s pretty apparent that Port Guy is now desperate to recover some costs. The bit I struggle with is that professionalism appears to have gone out the window and lately he’s been trying to blame mistakes on me. He’s now accusing me of having less than honest motivations. I find that a bit much given my tolerance so far and the track record of this job.
Port Guy utterly refused to correct the last error where a window was in the wrong place and was insisting I pay for it because it was my fault, until eventually just to save more time and my keyboard I had to suggest we get NSW Fair Trading to arbitrate. He was appalled I had suggested that, then he fixed the error at Port’s cost. His view is that since he came onto the job and sorted out all the quote issues everything has been rosy, but he’s been more heavily involved in the job since August 2016 and now we’re in March 2017 and not done yet. I see no roses.
Most recently, after a few months of me trying to get the BCA compliance paperwork for the glazing from Port Guy, which last year Port promised would be supplied, he said he finally had the correct paperwork but he wouldn’t give it to me. Not until I paid in full. Without that paperwork I had no evidence Port had installed the correct glazing (and they’d got the order wrong before), so no evidence the job was completed to my specs. My next payment was supposed to be on job completion. Port Guy finally released the documents after more discussion but it wasn’t easy to get it.
Now his new angle is to blame me for a late payment and tell me I’m a credit risk so I have to pay everything up now. Get ready, this is the mind-twisting part; the “late payment” is for the part of the deposit I didn’t send when he was re-quoting for 3 months.
So I was supposed to send them more funds during the time I had already paid 50% of the deposit but then found out the deposit amount owing wasn’t actually known anymore – when I was finding out that the window sizes and glass specs about to be ordered by Port were wrong despite them having had 4 months to check them, and that the quoted engineering costs might change, during the time that I didn’t receive a single payment invoice or reminder from Port or any emails from Port Guy requesting payment.
I was actually assuming they didn’t ask for payment then because they understood that might come across as slightly insane. I was instead thinking I might have to ask for a refund soon for the part of the payment I had sent because now the quote that took 4 months to confirm might not be valid and because the amount of mistakes was scary. As I said they did eventually fix everything at their cost and they stuck to the quote so I stayed with them. I saw Port Guy in person in Newcastle last month when I went to inspect the job and when to my great relief I saw the work had actually happened and looked good (apart from the last window position mistake) I told him then that I’d send the rest of the deposit. He said no worries, no issue. Suddenly now it’s an issue.
When that argument doesn’t seem to spin well Port Guy tries other tactics like saying the 20% payment on delivery was completely dependent on Port doing the delivery and if they don’t do it then it’s a change to the job and I have to pay everything up front. It wasn’t a condition, that’s not in the contract and to the contrary Port even organised a site visit by another transport company for me back in July 2016 so they knew then they probably weren’t doing the transport. I also asked Port Guy to itemise the delivery portion separately in their final quote/contract for that exact reason, in case Port didn’t do delivery due to site access limitations and the need for smaller trucks. He itemised it separately for me.
Then Port Guy sends me a quote from an independent transport company, but adds 30%-40% on top for Port as a gift I guess. I met with the transport guy Merv onsite last July and just last week again, and he’s been really helpful. Port Guy makes no apologies when I pick him up on inflating the quote. Meanwhile he is accusing me of having unethical motivations and saying the only reason I’m pushing for the 20% on delivery payment is because I don’t intend to pay, and he’s therefore protecting the company with this policy of paying 100% now. Seriously? Protecting Port from overly patient customers who put up with everything above and don’t sue you for costs due to delays, great idea.
Oh and one more thing. Before I accepted the quote Port Guy agreed in writing that he wouldn’t charge me for storage for 90 days after job completion. Now he’s threatening to charge me storage, and says his previous agreement by email doesn’t mean anything.
Does your head hurt yet? Mine sure does. I’ve was hoping for delivery in February, then last week, then this week, now next week. I can’t book drivers, cranes and notify the neighbours until Port confirms they will release the containers and honour our agreed contract terms. Port Guy says that all the current delays are my fault for not paying 100% as he demands. I have stopped talking to him.
I wait in hope for the higher ups at Port to come good on this and bring us all back to reality. I don’t do well in this alternative facts universe. Maybe this is good training for me to get used to it.