At first it went a month or two, then several months, and then years with no payment. I'm a bit of a pushover and a patient guy, so I just said "Hey, take your time, pay us when you can." Then she came back and said she was going to have someone else work on the website. Fair enough, clients can leave us when they want, but there was this issue about her paying us for the work we had done. She then said she would only pay us after we gave her all the website resources we had in our possession. Fair enough, and I'm a trusting guy, so I sent it all to her. However, what was "missing" was the FTP information for her website. FTP information is a username and password used to access someone's website and update it. She had given us the FTP information when she hired us to work on the site. Unfortunately we had lost it as well during the year or two we weren't working on her website. Normally this isn't an issue, because FTP information isn't like giving someone a physical key and if they lose it you have to figure out how to create a new key--it's just some text, a simple username and password. Unfortunately Kathy had lost this information herself. Over the course of multiple phone calls and emails I explained that she needed to contact her web hosting company and they could give her the information she needed. But she was rather non-technical, I'm not sure she understood, and she seemed to be convinced that we were purposely not giving her this information. I can see why she might think we were keeping this information from her in ransom for payment, but that wasn't the case. We simply didn't have that information. Somehow along the way this "withholding of information" turned into "You guys never finished the work I requested." or that we did the work incorrectly. The last email I received from her, after sending multiple statements, was:

We are not paying this bill, since the service was not rendered in a correct manner. Kathleen McKenna

True, she may have asked us to do some work, and perhaps we refused to do it until she got caught up on her bills, but we never billed her for any work we didn't do, and whatever we did we did do in a correct manner, guaranteed. If we hadn't, she could have brought that up several years before. Now, I don't think Kathy is a dishonest person, just confused. But whether confused or dishonest, the point is that if you're a vendor providing services, you want to get paid for the work you do, and so this is merely a warning that if you do business with Kathy McKenna, you risk not getting paid for the work you do.