Client wants a new water heater

[Dan Bowers, CMI]

Many warranty companies are getting so bad they'll deny a claim for a water leak at a water heater because the gas valve drip leg was missing.

[David A. Andersen]

I only know of one warranty company that will not try to get out of a claim at any cost.

I have recently had a knock down-drag out with a warranty company on my daughters house. They didn't know who they were talking to and made all kinds of bogus reasons the unit was not covered.

Do as Russel says and help in the fight.

If the client is still to mad to deal with, quit your verbal conversation (you've said too much already). Get their complaint in writing and respond with your supporting documentation (as others have posted).

[dosborne]

AD,

I agree with most posts above; but have not seen mention of realtors. My experience is most unhappy clients will first go to their realtor. This, of course, is the proverbial "hand that feeds you." Thus, a letter to the buyers' and sellers' agents and brokers stating your side and your repeated attempts to rectify the situation may save you from non-referrals from these agencies.

As far as "hooked up wrong" water heaters, I've seen a bunch of them and yes, they will still "work". Here's a few examples:
cold supply hooked up to hot discharge nipple and vica versa.
no T&P.
T&P plugged or capped off.
T&P piped to somewhere else.
no or inadequate venting.
no shutoff on the cold water side.
shutoff valve on the hot water side only or both.
and many, many more unfortunately

[bdoles2]

Originally Posted by rray

Offer to HELP them fight the insurance company. I've done it about once a year, all successful. I always tell my Clients that "if they are having something remodeled, renovated, or replaced, and are not comfortable with the price quote, or if they are having a problem with their insurance company, to give me a call. I'll go to bat for them."

All good advice...But if you have a client that is difficult and does not want your HELP, then as far as I am concerned our relationship has ended.

They are obviously out for something else, in this case it's not AD's help.

I'd send them a copy of the signed contract highlighted areas of concerns along with my attorneys address and phone number for any further contact.

Some clients can be very unreasonable, part of any business.

[Russel Ray]

Originally Posted by bdoles2

All good advice...But if you have a client that is difficult and does not want your HELP, then as far as I am concerned our relationship has ended.

They are obviously out for something else, in this case it's not AD's help.

I'd send them a copy of the signed contract highlighted areas of concerns along with my attorneys address and phone number for any further contact.

Some clients can be very unreasonable, part of any business.

If they contact you before filing a lawsuit, they want your HELP. Read "A Complaint is a Gift." It will open your eyes to customer service, or the lack thereof.

[bdoles2]

Originally Posted by rray

If they contact you before filing a lawsuit, they want your HELP. Read "A Complaint is a Gift." It will open your eyes to customer service, or the lack thereof.

You consider this a client wanting help??

The conversation then turned suddenly somewhat threatening and he stated that he was too mad to deal with me and he did not know what he would do if he had to deal with me and told me I would have to talk to his fiancee.

[Joe Funderburk, CMI]

Originally Posted by rray

I guess re-visiting the property is simply that extra level of customer service that I am famous for in my businesses. I like working with people, and a face-to-face meeting is always more cordial than fighting over the telephone or by email, as many of us who attended the Toronto convention can attest. That extra level of customer service gets me many, many referrals.

A face-to-face meeting for me often involves an hours drive, one way. If I'm SURE I'm not at fault, I'm not driving an hour for nothing.

I once had a guy that had an issue because his foot went throught the sub-floor 1.5 years after I did an inspection for him. I re-read the report, and called him back, and asked him if he addressed the issues with floor rot and insulation installed upside down that I addressed in the report. His answer was "no". Why should I drive back there and slide back up under the house, when I could be out earning money doing an inspection? I politely explained my views on his issue and he understood.

[rwand1]

You documented in the report of the imposing failure. End of issue. The purchaser is a heel for not heeding your advice, there are no warranties on stupidness. You did your job, move on. Do not pay!

[Russel Ray]

Originally Posted by bdoles2

You consider this a client wanting help??

Absolutely. He's not finding it and he's crying out as loud as possible and the only way he knows how (hostility) for someone to HELP him. I'm that person. I would hope that other home inspectors are as well, although, of course, I'm no longer a home inspector. I'm a property consultant.

[Russel Ray]

Originally Posted by jfunderburk

A face-to-face meeting for me often involves an hours drive, one way. If I'm SURE I'm not at fault, I'm not driving an hour for nothing.

HELPing my Clients is never "for nothing." Never, never, never. Wrong type of attitude in my humble opinion. If it's a long drive, and I cover all of San Diego County, about 1200 square miles and several hours drive to the boondocks, I simply take lots of Beatles CDs with me and enjoy the beauty that is San Diego County, sometimes also stopping at the casinos to eat at their excellent buffets, spend $20 on the slots and $10 on a margarita, and simply have fun while knowing that I'm HELPing someone. I guess it's a Texas-bred thang.

Originally Posted by jfunderburk

I once had a guy that had an issue because his foot went throught the sub-floor 1.5 years after I did an inspection for him. I re-read the report, and called him back, and asked him if he addressed the issues with floor rot and insulation installed upside down that I addressed in the report. His answer was "no". Why should I drive back there and slide back up under the house, when I could be out earning money doing an inspection? I politely explained my views on his issue and he understood.

Yours apparently didn't have any hostility involved. Different story.

[Russel Ray]

Originally Posted by rwand1

You documented in the report of the imposing failure. End of issue. The purchaser is a heel for not heeding your advice, there are no warranties on stupidness. You did your job, move on. Do not pay!

Definitely agree with my Canadian friend about not paying. But it's not the "end of issue" if it isn't resolve satisfactorily to everyone. Dissatisfaction often results in lawsuits. I would not pay, but I'd certainly HELP him take his insurance company to task.

[wsiegel]

Very good thoughts in this thread.

I always request, in writing, the clients complaint and concerns before I will return to a job site. I will fax him a form so he can fill it out and fax it back to me. That way we are both on the same page when I go to his house.

As for the water heater, was their any rust on the unit. If I have a unit that is over ten years old and shows any rust on the tank, I recommend that they condsider replacing the unit now before it leaks and causes damage, as we cannot guarantee or warantee how long the unit will function.

[bwooddell]

Bill, I like your idea of requesting the complaint be put in wirting. Any chance you could post your "complaint form" for plagarization by others??? Thanks in advance.

[David A. Andersen]

Any chance you could post your "complaint form" for plagarization by others??? Thanks in advance.

I would hope it would never be needed!

[rdawes]

I think your only exposure is the claim that "it was hooked up wrong and the inspector should have caught it". I think you need to chase that issue down and find out what they are talking about. Prove that wrong and you not only help yourself but you can help the client get the claim approved. Everyone's happy (except the insurance company and we know they don't have feelings anyway) and you can turn lemons into lemonade.