Some clients show their appreciation for the smallest things you do at an inspection. I love the praise my clients give to me because it builds my confidence and makes me want to be even better at the next one.
So today through me for a loop. Yesterday I get a call from an angry client that her furnace stopped working. Its been about -40F here all week. She wants the warranty company to pay for it. I explain that the unit is 15 years old, and that she was told about the 10 year limit at the inspection. She then tells me to pay for it. I tell her I can’t do anything until a tech comes out to diagnose the issue. Tech comes in and tells her the heat exchanger is cracked. The cost? $2006.00 plus tax. She looses it on me and then again on the REA. So I called Nathan at Residential Warranty Services to see if the warranty will cover anything. Even though it didn’t even come close to being covered because its 15 years old, the report stated it needed maintenance, diagnosing the heat exchanger is a technician level job (must be licensed here) and well beyond the scope of practice, etc. Nate offers to kick in money for the repair. Before that, he recommends having another company come in to have a look as the quote was a bit high. I agree.
The next guy comes in that i called, smoke bomb tests, inspects the exchanger and dismantled the whole damn thing. Result? Heat exchanger is fine. The heat didn’t work because a $12 switch was dead. Total cost of repair was $100 with the part and labour. I decided to step up and pay for the repair because I deal with the agent, as well as several other agents in her office often. She was singing my praises for over 15 minutes on the phone because of it. Nice feeling! She even offered to pay half and email everything that happened to all of her colleagues to show how far I go for my clients. Score. I tell her that’s its on me, and to remember me when the next client comes in.
And then there’s the client…who I saved over $2000 in a bogus repair AND paid to have the proper item fixed and got her back into her house which was now nicely heated. She calls me pissed off and tells me she wants me to pay her the $110 she paid for the service call from the first idiot who through me under the bus and tried to screw her over.
Can’t win 'em all I guess…