When a Customer Won't Pay

Non-payment usually falls into three buckets: they can't pay, they forgot, or they're unhappy with something. Each needs a different response, and a two-minute phone call tells you which one you're dealing with. Escalating the wrong one costs you the money and the customer.

From this point, move the conversation to text or email. Confirm phone calls in writing afterward:

Dave — following up on our call just now. Confirming you'll send $2,400 on invoice #1042 by Friday the 14th. Let me know if anything changes.

• Day 1 past due: friendly reminder text.
• Day 7: firmer message with a named date.
• Day 14: phone call, then a written summary of that call.
• Day 30: formal written demand.
• Day 45+: lien, collections, or small claims.

Sticking to a schedule keeps you calm and builds a record that reads well if this ends up in front of a judge.

Dear Dave Mercer, This is a formal demand for payment of $2,400 for work completed at 118 Oak St on August 14, 2026, billed on invoice #1042 and now more than 30 days past due. Please remit payment in full by September 30, 2026. If payment is not received by that date, I will pursue the remedies available to me, which may include a mechanic's lien and a claim in small claims court. I would prefer to resolve this directly. You can reach me at (555) 013-2288. Sincerely, Mike Alvarez, Ridgeline Home Repair

Send it by email and by certified mail, and keep the receipt. A written demand is often the step that gets a check moving.

Mechanic's lien rules are state-specific and strictly deadlined — some states require a preliminary notice within weeks of starting the job, and missing a filing window can end your claim. Small claims courts have dollar caps that also vary by state. Check your own state's rules or talk to an attorney before relying on either. This guide is general information, not legal advice.

• Take a deposit and bill in draws on bigger jobs.
• Get the estimate accepted in writing before you start.
• Document every change with a change order — unpaid extras are the most common fight.
• Do a written walkthrough and closeout with a project completion letter.
• Put late fees in your terms and actually apply them.