Snowboard Missing

CristianoCT

I am sure one of you have had a problem like this before.
I got a call from an OH whom I have done a large reno including kitchen bathrooms full electrical upgrade and extensive work throughout the house.The job took us 10 weeks and was finished last July with lots of praise from clients and their friends.
I was recommended by them to another 3 projects and every thing was fine until yesterday when I got a call from this client telling me that his snowboard is missing and it may have been us.
I proceeded to tell him that I know my subs personally and that I work with them for years knowing that they would not have done it. He says he allways locks the garage but at the time I recall seeing it unlocked for most of the project.
He says he has no proof that was one of us but wanted to let me know.
Now, my predicament is: should I leave at it and let him have a bad image about my company and spread the bad word or should I be compassionate about it and offer him some money towards his loss so he may be happy and don't give me bad advertisement?
I dont want him to think I am doing it because we are guilty, but more so it does not stain our 10 years old company's image.

woodchuck2

You may end up with a bad image regardless so i would not offer him money. Instead i would ask for a description of the board and then i would try to think of who in your company ski's or snow boards. I would then drop by their home as a surprise visit and just say HI, if they have the board it is most likely in plain sight. If you dont find anything let the owner know that you at least looked for it, if you do then it would be up to you how to handle it. I would try to be as descreet as possible with your guys about it too, trust works both ways.

RizzoMaryland

Someone who will turn on you that quickly with no proof is a time bomb.

Look into it with your subs discreetly. No need to feel guilty if you are not.

I personally would be offended if someone accused me or MINE without warrant or proof. I would not handle unwarranted accusations lightly and I would let him know so.

__________________
"An idea is salvation by imagination"
Frank LLoyd Wright

wireless

Was he accusing you? or was he letting you know that you may have a problem with one of your guys?

Treeandland

How much was the snowboard worth? Does he think you guys are so poor that you would jeapordize how you make your living to steal something as petty as that?
I'd be pretty offended and let him know it.

rbsremodeling

I am the same way. The HO better have some proof before calling me with something like that. If he did not have some proof he would not be pleased with the conversation coming from my end of the phone.

I also have faith in my subs and employees morals, they have proven themselves to me over and over. I am not going to say it would never happen but I need proof that it did occur

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TimNJ

This is how I handled a customer who was completely up front before we started a job about us working in his house when nobody was there.
I told him that I started my company from nothing and built it up to what it was at that time (then it was 20 years) and if I could some how magically load his whole house and everything in it on to my truck it still wouldn't be worth what my company was worth to me. I told him my employees and subs are known personally and I would trust any of them if my life depended on it.
He told me that was the kind of answer he wanted to hear and handed me the key and we had a great (and profitable) work relationship through the whole job.
In your case, here it is almost Feb. and you did the work in July, who knows who has been in and out and around that property in the last 8 months.

thom

Some people will always blame the contractor.

We'd been finished with a job for 6 weeks when a woman called and said her clothes washer no longer worked but it always worked before we did the job so it had to be us.

We were working out of town, living in a hotel. The owner had wagon wheels in his front yard. One night they disappeared. He insisted we were the thieves because we were the thing that changed. Clearly the wagon wheels weren't in one of the hotel rooms (I checked) nor were they in one of the trucks. I'm sure that to this day the guy believes we stole them.

The problem is, working in someones home makes us a target. The guy probably left it at the slopes on the last day he was out and never thought about it again until he went to look for it this year. It's the guy who was there who must be the thief.

Mike(VA)

The following is part of a 3 page document we provide all of our customers titled "THE UPS AND DOWNS OF REMODELING, CUSTOMER INFORMATION SHEET":

Now, during construction, there are some reasonable and prudent precautions which I suggest you consider. While I trust my employees, there will, at times, be persons in and around your house whom I do not know. Accordingly, it is suggested that valuables such as jewelry, money and financial instruments, valuable artwork and small antiques, and other ‘easily removed’ items be secured in such a manner as to reduce or eliminate the possibility of theft. Consider off-site storage of larger items in which damage MAY occur due to the on-going construction.

While this won't stop thefts since 'anything' can be stolen, it helps to put the customer on notice that they need to take reasonable precautions during construction.

I would also ask them if they filed a police report. If they say no, then offer to call the police to have one initiated. This stops the HO who knows where the item(s) went and are trying to pin it on you.

__________________
__________________________________________________ ___________
I EXPECT THAT SOMEDAY I WILL SEE THE FRUITS OF MY LABOR. IS IT SOMEDAY YET?
Clifton, Great Falls, McLean, Fairfax Station, Manassas, Virginia Renovation Contractor

Cdat

Giving the HO money is an admission of guilt. If you went to small claims court, the 1st thing they'd ask is if you were innocent, why'd you give him the money?

CristianoCT

Thanks everyone

I will definitely add a new clause to my contracts.
I have a notice how HO notice problems after you are added to the equation. I made a habit of taking pictures of scratches in floors, finishes, damaged items before I even get started so I have how to prove that was damaged before.
I will not offer the money but I can offer to compile a list of the people I had there if any investigation is necessary.

A W Smith

I did a roof for my neighbor, He had existing water damage under the shed roof for his rear kitchen extension. while in the process of replacing his roof he points over his shoulder to the sloped kitchen ceiling and asks if he should contact his insurance co for a claim, I say why not? A couple of months go by and I receive a letter from his insurance company asking for my insurance policy number.. WTF!!!?? I called them and they claim the roof is leaking, I go back to see the water stain is unchanged from the day I saw it, He claims it is a bit bigger (it aint) he sees no water, the ceiling is dry to the touch. I go on the shed roof to see nothing at all. the only possibility is infiltration via his old wood window or the steam radiator under it with a water stain on the wood floor directly under the valve. I call them again and they are adamant, they want a check for just over a grand, because I failed to document pre existing damage i settled for 500 bucks and mailed them a check. In 25 years that was the only "claim" I ever had, To this day nothing has been done to the roof, no repairs, no other contractors, nothing, The one time someone showed up was to re-Sheetrock that 2 sheet sloped ceiling,

__________________
Al Smith
http://www.awsmith.com

RizzoMaryland

Maybe our mentality has to do with all the lawyers running around this town.

__________________
"An idea is salvation by imagination"
Frank LLoyd Wright

dan-o

I had a customer recently call me regarding a bike being stolen from his garage. Perps climbed through unlocked windows (we had repaired them 3 weeks prior, never entered garage), stole bike and rifled through both cars. Lazy cop said it must have been 'inside job' despite fact that you could see the bike through the 10 window panes on garage door, 1 foot from sidewalk. House is 4 blocks from homeless shelter.

I didn't offer any money or entertain the idea it was my guys as I seriously doubt they would want a road bike sized for a midget. A week later the local paper had an article about 3 junkies busted breaking into cars in that neighborhood ($$$), with total victims numbering in the dozens.

I gave the guy a former clients # to call about our integrity. We broke a 800 year old chinese vase last year (fell off an end table in another room due to vibration). I called the customer, who was out of state that minute/emailed photos etc. When they returned home I had a $100 bottle of champagne waiting with a note including my insurance agents contact info. They we so impressed with our taking responsibility they never filed a claim and got me about $40k in referral work.

wyoming 1

I had a home owner with a Gun that came up missing and they didn't accuse us but ask me if I thought any of my guys might steal it. I said I would not think so but you never know. "Well I always keep it in the door of my truck and its gone." (it also had pink grips like a guy wants that) Long story short they found it about 4 month later in the gun cabinet, last place I would look. "I always keep in the door of my truck" Same with this guy it's probably in his trunk.

mikezap

Now if someone stole my telemark skis there would be a aswhoopin.

world llc

mine is about $1000. my board was $600 with $400 bindings on it. they can get expensive...

nEighter

tell him to look on wiskeymilitia.com for a new board if he can't find it. They throw all their stuff on there for cheap, boards, bindings, goggles, you name it. I hope he wasn't accusing and was just inquiring. SUcks man. Hope the best for the situation and your company though

WisePainter

You already told him the score, move on.

No money for him.

__________________
My advice: Hire a real painter to do it.

handyhands

have you hit the slopes yet with the "new" board?

and if so,..how's it handle?


lol--just kidding...nothing sucks more than when you're integrity is placed into question.

good luck