Lost contact with web developer mid way through project and have paid already

[hectorfbm]

Hi,

At the end of last year I hired a web design agency in london to do a website for me. They have completed the logo and branding and have also done the designs for each page of the website. However, having paid 3/4 instalments (the final one being at handover), I haven't had a phone call in over a month from the main guy. I have exchanged a few brief emails with a colleague of his and each time she says he will call the same or next day - he never does.

I'm wondering what I should do. The deadline has been pushed back a few times already and its quite important that the site is done by June - though it doesn't look like it will be. Does anyone have any tips or advice - I've told them I will have to take some sort of investigative action if I don't hear from them in the next few days but don't really know how I can do this!

Any advice would be much appreciated! Thanks.

 

[zigojacko]

You may know what's coming but...

Have you read the terms and conditions of the contract or any equivalent agreement between yourself and the agency before the project began? What did they agree to and has any part not been met by them?

 

[hectorfbm]

I have read and agreed to Ts and Cs and no they have not breached it in the sense that there isn't a timescale attached to the project. However, with me having paid 3/4 instalments, I have paid for the website to be completed. Then final payment only gets paid once the whole thing is complete and we are ready to have the site handed over to us. I do have a lot of correspondence in emails about dates that they suggest certain things should be complete by though. Thank you very much for getting back to me!

 

[zigojacko]

Okay so should you kick up too much of a stink then there argument is more than likely going to be something along the lines of there was no completion date set.

Just be honest and let them know that based on experience so far you are concerned that the project will not be completed by the time you need it (June) and would they be prepared to let you have the designs etc for what you have paid so that you can get another agency to complete the project for you.

 

[Ian J]

Have you telephoned your contact to talk directly to him/her?

 

[hectorfbm]

The trouble is that the site cost is £9000. This was a fair quote as I met with a number of agencies and it's a very complex project. We've paid £6750 so my issue is that they would be very expensive designs if we switched to another agency! Should I be asking for some money back and then to switch or have you any other suggestions? Thanks again, I really appreciate it.

 

[hectorfbm]

And Ian, yes I have tried phoning, but says 'calls cannot be made to this number at this time'. This happened before and it was a problem with his phone company but its now been like it for a long time. I don't think the agency's a scam - I've me the Guy in person and he has linkedin etc. and the work so far has been good - it's just stalled.

 

[Schnell Solutions]

Hmm...I would do the following:

• First....try to get hold of all the work (code/HTML/Images/etc) they have done for you so far. This way if things don't go well you have something to build on-top of. Different options here depending upon what access they have given you .
• Search on Google for the web agency's name and see if there are others who are in the same boat as yours.
• I know this is negative but ...think of a back-up plan i.e. what happens if you get an Email later today saying 'We have gone under/wont be able to deliver/ want more money/etc.
• If its very urgent, you can go the template route. Set-up a simple website using
  • 1&1/GoDaddy Website builder (You can have something up!)
  • WordPress Template (Buy am template for $50-$100) from sites like templatemonster. Many hosting companies will allow you to host WordPress websites.
• A bit extreme...but if they are local to you pay them a visit!

Going legal will not help you with your June deadline....but might help you recover some/all of the costs.

If you need more specific advice on WordPress/1&1 route, PM with your details and I will be happy to help.

 

[zigojacko]

In an ideal world, payment milestones should be set to avoid this issue as much as possible.

It's difficult because with no set completion date or even approximation, at what point can you declare the project not met and request your money back?

Certainly get in touch with them and explain your concerns and ask if they would part-refund so you can get your project completed elsewhere.

 

[fisicx]

Also a bit concerning that they have only knocked up a few designs. This is generally accepted to be an inefficient way to build a website. What you should have by now is a simple site with all your content in place that they can then style to create the necessary layout. It sort of sounds like they are unable to deliver the functionality you want. Which means you aren't ever going to get a website.

 

[ryedale]

That doesn't sound good if you can't even get through on the phone. Did they have an actual address?

They may not have been a scam at the start but they could have hit troubles / folded in the meantime

 

[Paul Norman]

Not being able to make phone contact is a poor sign. Any company that is not readily contactable is a worry.

You need, now, to act firmly, politely, and quickly.

Write to them, by email and by letter, pointing out that you are concerned and wish to meet up with them to discuss the timings of the rest of the contract. Be clear in the correspondance that the timing has now become of primary and fundamental importance, and you need to agree deadlines with them. Put a time on their response, and a consequense against them not responding in time. Send this today. Do not be threatening, but do be exact.

 

[TMGG]

Since the main cost is the functionality of the website you should have made payments in relation to that. I say this as someone who has made all the wrong moves myself.

I've been stung by web designers plenty of times. The industry is a minefield. Not saying these guys you're dealing with are necessarily gonna leave you in tears but it's certainly looking shaky. A big problem is that a lot of designers say Yes to everything but can't deliver. Also they can't say No to more work when they are already overbooked.

I'm sure some are running the same scam as many dodgy builders do. Start works swiftly. You're very pleased and you hand over more cash...only to find excuses on why they haven't done anymore work. Except they're now starting work for another client and doing the same thing again and again.

 

[LowPrices.uk]

Do you have a contact address for these people?

 

[hectorfbm]

Thanks very much for all the advice, really helpful. I heard from him today and have replied firmly and he has told me everything is in order and that there are reasons for the delays. He's assured me its not a scam so I hope things will begin to pick up again. I'll keep you updated. Thanks again

 

[fisicx]

...and have also done the designs for each page of the website.

I'd still be a little worrid that they have only done the designs for each page. That's the easy bit. Have they told you what platform they intend to use, how they are going to implement the functionality and how it meets with your marking strategy? And do the designs show how the site will display on mobile devices, tablets and TV screens?

I'd want a lot more assurance than just 'everything is in order'. Has he told you the reasons for the delay? Can you even be sure it's being coded in the UK and not being outsurced to India or wherever?

Mayber I'm being a bit skeptical but I pick up a lot of work from people who paid a lot of money to a website designer who failed to deliver after discovering they didn't have the necessary coding skills.

 

[Paul Featherstone]

Lesson learned on date - always set cleat deliverables and due dates. Sorry not helpful at this point though!

I'd try and create a sense of urgency to get completed. Set the above now ie what you want when.

Good luck.

 

[hectorfbm]

fisicx, I agree, I do generally trust the guy, I've met him in person and he is nice - I think perhaps he's just a bit useless in some ways. He's told me the name of the developer doing the site and been open with me that he is a free lance developer as their in house one isn't capable of this site. I have in writing that it is being coded in London not overseas. I hope to hear back from him today and will post the results! Thanks

 

[hectorfbm]

Thanks very much everyone. I have now been sent 20 or so screen shots of what the CMS looks like on Umbraco to prove they are doing the back end. Does this sound right? He says he will be switching from using their own Stripe (Payment) and Twilio (SMS notifications) accounts to our own tomorrow so hopefully these are good signs. Thanks very much

 

[OldWelshGuy]

Umbraco is not a nice system to work with and the devs tend to be expensive.