Recently Sold A Spec House.....

ques

recently i sold a spec house to a couple that has plagueg me with so many petty "fixers" that i find it hard to remain calm and polite. to name a few: they dropped something in the tub which made a 1/8" scratch. their child sat on the dishwasher door resulting in the dw to pull the mounting screws out and epoxy off the silestone. i have recut thier doors on the hardwood floors several times with thier changing of the pile on thier throw rugs. their removal of doors (exterior) upon transfering furniture from the garage has stripped the screws out of the hinges. i have been called back several times to "repair" and "repaint" normal childrens handprints and roughhousing (they have 3 children under 7). the list can go on and on.....
i have not found anything that i feel is supportive of what is the contractors resonably requirements other than structual anywhere. need all of your help and input (i've built many homes and these people are a first for me)

thanks

jay

Cole

Jay, please no double posts!

One post will get plenty of attention.

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Ed the Roofer

I unlocked this thread for you, since you deleted the double posted information from your introduction post.

Ed

Cole

What kind of warranty do you offer?

If you do not have one on paper, and you are just telling them you have a warranty that does this and that.

You need one on paper that covers everything that will be covered and what wont be covered.

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Ed the Roofer

It sounds like you are not charging for these trips. I initially took your post to suggest that it was just a pain in the butt.

Kids damaging your work is not typically something that would be a warranty item. That is home owner negligence and they should be charged accordingly, including any phone time, drive time and supply acquisition time, plus a minimal to moderate service call fee in addition to the actual T & M charges. Also the hourly rate should be higher for repairs than if you are already on a project, just because of the nature of the calls.

You must notify them in writing what you have done and the reasons it was required was not due to contractor negligence or ommission. Also, notify them that you have done these several repairs as a freebie, to perpetuate the customers good will and potential referrals.

You no longer can absorb doing there "House-Cleaning An Maintenance" due to there chidren negligence any further. From now on, the charge for any service call deemed to be a non-warranty item will be, (fill in your own stuff here.)

Ed

joasis

You should have drawn the line long ago, and forget the nonsense about the doors. We do a one year warranty and that is it, unless it is something that really is a problem, and I haven't had one of those yet.

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d-rez

Stop it! Now!! Start charging for every trip. You have not named a single warrenty item. A warrenty is supposed to cover defaults in the end product overlooked by the manufacturer(You, the builder)prior to sale- NOT cover damage the customer inflicted. How many products can you buy, take home, abuse, then return and ask that it be fixed under warrenty? If you don't set grounds they will be calling you to "fix" their house until God knows when.....Chris

Chris G

Why do you feel that you should be doing these fixes for free. I can see a favour now and again as an appreciation for the business, but you've gotten them accustomed to not paying for your services, so it makes it a little tougher to break the pattern.

You need to let them know that these free repairs are an exception, and say something like: "I always come back to do few freebies, but I've kind of hit my limit here, so I have to charge you." Most likely they'll say okay. And then maybe they'll stop bothering you.

I've had subs, (usually new to the business), throw in free stuff for me. I don't ever say no. I just figure that's the way they do business, so hey I'll take all the free stuff I can get.

If you don't ask for money, chances are no one is going to give it to you.

Tmrrptr

Can't see where you mentioned how long it's been occupied...

But I agree that none of the work mentioned was warranty items.

Now you must undo what you have created.

Next time they call, clearly advise them past work was to maintain goodwill, but your $125/hr rate must apply to further work, if they do not want to contact their neighborhood handyman.
r

KentWhitten

The warranty times I have given are this. In one year, anything that has to do with the construction of the home, any defects not including wear and tear, one trip at the one year mark. Paint does not fall under this unless it's a defect of the paint or installation previously that affected the paint adhering.

Kid on a dw door? I'd have said thank you for thinking of me, but that will not be covered.

You've let this customer walk on you just a little too much. it's time to say no. They are expecting unreasonable fixes. Do the best you can to appease them, but you got to stand firm and say no and give good reasons why. be polite about it....but say no.

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ques

Thanks for all your insight. I will handle the situation appropriately if/when he calls again. I've never been walked on like this before and wasn't accustomed to being used in this manner. I'll be sure it won't happen again.

His demeaner implied that I was legally responsible for the fixes and that he would take legal action if I did not appease him. I see now that this was far from the case, just never dealt with someone like this before.

Thanks!!

Ed the Roofer

I would still address the "Favors" for complete customer satisfaction that you have provided for them so far, in a written letter.

Possibly, since he was the one who raised the "Legal Action" threat, I would even go so far as to send him a bill for the services rendered to date.

Point out that none of the items were "Warranty" work and that you could not continue on in this environment of warrantless threats he had previously made.

Make sure it is a very detailed account of what repairs were called for, by them, and to point out that none of those cases were workmanship or materials supplied related.

So F'n what, if you do not get paid from this p-ick!!!

Obviously, with him pulling out the "Legal Action" card, he is not going to be a referral customer anyways.

And, so what if you do not collect from your invoice for the services you were called out there to do. At least this schmuck will know that he can not continually have you as his personal maid, to take care of his under-supervised children.

Ed

dougchips

It looks like they say jump and you ask how high. You know that you will have to take care of their snow this winter god help you if they ever get a dog!

I have not been pushed that far by a client yet so I am of no help.

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Floordude

After they got the invoice for the first, oops, they may have price shopped you next time.

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Kingfisher

You're their builder not the handyman or even worst. If it is not bad workmanship or defect do not do it. Most builders around here do a 30 day punch list after that it has to be a defect till the first years is up. I will fix paint while the guys are there for the 30 day punch out, but floor scratchs are not covered after move in. The door for rugs and dishwasher are way too much