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Originally Posted by el borracho
Well, go back and look at your original order. If the backsplash is not listed there then it is your fault. Sorry, Rainman, but you have to be very specific when having work done based on your custom ideas. I piss off a lot of contractors when I ask them to itemize their estimates but I won't hire them without having their responsibilities 100% clear in writing. It takes more time and effort at the beginning but it is well worth it.
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Very good, there are a lot of contractors who aren't thorough with their bids, or even worse just give verbal bids. I'd like to add that the customer also should NEVER "assume" something is included in the price. I try to be very clear when I present my proposals that if something is not specifically listed that they're expecting, they need to check with me about it.