I have a customer just like that, always late. When I went to go collect for Nov. and Dec. last week, and get 2004 contract signed the husband asks what I did for him in Nov. and Dec., I told him nothing because you are on our 10 month payment plan.(we stop mowing end of Oct.). I tell him we can do 8 month payments next year if he likes, he says abruptly no your not doing our yard next year. The wife speaks up and says the neighbor boy is going to do it. Then the husband says I wasn't happy with our service. I asked him why he didn't say anything during the season, he says I told the guys mowing. Well I was one of the guys mowing and everytime he came out he said everything looks great that were doing a great job. Go figure, what it comes down to he thinks I was robbing him for collecting for Nov. and Dec. when nothing was done, they signed for 10 monthly payments cause thats all they could afford now he's mad about it.