Customer Has 4 Flat Tires

MEL · 02-14-2009, 09:41 AM

We did a roofing job about 2 weeks ago. I got a call from the customer telling me that she had to replace her tires because she got nails in all 4 tires.

She said all 4 tires went flat. She just wanted let me know. She didn’t ask me to reimburse her for the tires but complained that “this turned into an expensive roofing job”.

I told her I would get back to her on this.

We rent trailers to haul away the debris around here. After the trailer rental company hauls it away there are usually a few nails underneath it.

I told her to check the driveway for nails before she pulled her car through and she says that she did, but she did not check the entire drive way.

I was there when the subcontractor finished the job and I didn’t notice any mess on the driveway but there was some snow.

Usually a tire with a nail hole can be plugged inexpensively. I don’t know why she would have to replace them.

Do you feel that it would be wise for me offer to reimburse her for the tires?

Do you feel that I ask the subcontractor pay for all or part of the expense?

Mike Finley · 02-14-2009, 09:51 AM

These are the problems that have no good answers.

Lets say you did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite.

If the tires didn't happen this is what the customer remembers and will tell her friends, family and neighbors about you when asked for a referral to a roofer -

did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite.

Now her tires got flattened and you don't do anything.

Maybe she will say this:

did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite.

Or maybe she will say this:

They were sloppy, I had to buy 4 new tires because of the nails in my drive way.

Doing somethign might get you back to

did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite.

or it might not.

In business it's always he who touches it last owns it. Customers always think, I didn't have this problem before I hired you, now I do so it's your fault.

You can stand your ground on legalities and principals or you can save your reputation even if it's not your fault.

Just a Roofer · 02-14-2009, 09:55 AM

Quote:

Originally Posted by MEL

We did a roofing job about 2 weeks ago. I got a call from the customer telling me that she had to replace her tires because she got nails in all 4 tires.

She said all 4 tires went flat. BS
She just wanted let me know. She didn’t ask me to reimburse her for the tires but complained that “this turned into an expensive roofing job”.

Trying to make you feel guilty

I told her I would get back to her on this.

We rent trailers to haul away the debris around here. After the trailer rental company hauls it away there are usually a few nails underneath it.

I would say more than a few in most cases

I told her to check the driveway for nails before she pulled her car through and she says that she did, but she did not check the entire drive way.

I have spotted nails driving 40 mph cause they catch my eye that much being in the trade, most homeowners would step over them several times before they realize, hey it's a nail

I was there when the subcontractor finished the job and I didn’t notice any mess on the driveway but there was some snow.

Alot can hide in the snow, especially around the dump.

Usually a tire with a nail hole can be plugged inexpensively. I don’t know why she would have to replace them.

Do you feel that it would be wise for me offer to reimburse her for the tires?
I would offer to pay for the repairs after i see the receipt to make sure she didn't just want all 4 new tires.

Do you feel that I ask the subcontractor pay for all or part of the expense?

Yes, i feel he should at least pay half as it was his duty to cleanup the right way snow or no snow, that's what tarps are for.

Hope it works out well.

TimelessQuality · 02-14-2009, 09:56 AM

Ditto what Mike said...he's a purty fart smeller

I'd pay for four flat repairs, and a little something for the trouble...

She obviously needed new tires anyway, get the tire shop guy to 'splain it to her.

Heritage · 02-14-2009, 09:56 AM

All 4 tires?

Did she pull an Austin Powers?

Let's be real.

That being said, I would offer to pick up the tab for having the tires patched. It's nobody's fault, chit happens.

But replacing them...

rbsremodeling · 02-14-2009, 09:59 AM

You know what burns me in situations like this. When we do something wrong we have to prove to the homeowners we did not cause it, show pictures, documentation, invoices the works etc.

When the burden is on them no proof is needed there word is gold.

I got four flat tires .

did they take a picture off the tires or flat car?
did they save the tires to show you the damage?
4 flat tires what are the odds?

There is no easy answer here. I'd probably pony up if the tires were not to expensive

Bill Z · 02-14-2009, 10:00 AM

Quote:

Originally Posted by MEL

We did a roofing job about 2 weeks ago. I got a call from the customer telling me that she had to replace her tires because she got nails in all 4 tires.

She said all 4 tires went flat. She just wanted let me know. She didn’t ask me to reimburse her for the tires but complained that “this turned into an expensive roofing job”.

I told her I would get back to her on this.

We rent trailers to haul away the debris around here. After the trailer rental company hauls it away there are usually a few nails underneath it.

I told her to check the driveway for nails before she pulled her car through and she says that she did, but she did not check the entire drive way.

I was there when the subcontractor finished the job and I didn’t notice any mess on the driveway but there was some snow.

Usually a tire with a nail hole can be plugged inexpensively. I don’t know why she would have to replace them.

Do you feel that it would be wise for me offer to reimburse her for the tires?

Do you feel that I ask the subcontractor pay for all or part of the expense?

A wise man told me many years ago, do not run FROM problems, run TOWARD them!

Personally, I'd blaze over to her house and check the driveway myself before she gets another flat on her new tires plus I'd take her a check, a smile, and an apology for the carelessness. What better word-of-mouth advertising can you ask for? Unless she's running some low profile Pirelli tires, it can't be but a few hundred bucks. She'll tell everyone she knows about the incident, the difference is the spin you get if you man up.
It's better than advertising.

Technically, the subcontractor should reimburse you, just depends on whether he wants anymore work from you or not. You are responsible to the homeowner, he should be responsible to you. Someone should learn a lesson.

PA woodbutcher · 02-14-2009, 10:03 AM

The big rolling magnet and the guy responsible for clean up haven't made me a dime in the past 3 years, but I'm quite sure they have saved me some. When roofing I have 1 guy that his sole responsibility is to look out for the customers property and my tools (well maybe throw a bundle of shingles on the lift now and again). The customers really like it and my tools get taken care of.

I would also at least offer something a little for her troubles. A little good will goes a long way

480sparky · 02-14-2009, 10:07 AM

It doesn't sound like she's outright demanding you pay for all 4 times immediately or she's taking you to The People's Court.

I'd say seek the middle ground. Head over there and speak with her. Ask to see her new tires. Then get out one of those bar magnets with 2 wheels and handle and offer to 'sweep' the drive, "just to be sure".

Then hand her a check for, say 2 to 3 hundred, depending on what kind of tires she got.

If you didn't make 200 or 300 clams on the job, you're doing something seriously wrong. A couple hundred out-of-pocket shouldn't hurt you.

I'd rather lose money than lose a customer.

rbsremodeling · 02-14-2009, 10:13 AM

Tell her you need to see the invoice and verify the purchase.

You need 3 references who actually saw the flat tires.

Where did the flats occur at? You need a notarized letter of where the flats took place

Find out if her license is suspended and should not have been driving

Ask her for proof of car insurance

You need a sketch showing the existing location of the car before and after the flats with an engineering stamp.

Check for DUI's maybe she could have swerved and avoided the nails

Tell her you need the original nails to send to the CSI lab to confirm the nails came from her house.

You need a payment play with her and a 10% back until your satisfied with reimbursing her back

Heritage · 02-14-2009, 10:32 AM

Don't forget to ask her for proof of insurance

Tell her that you will give her a 10% deposit and you want a payment plan drawn up with a 10% holdback payable upon successful replacement.

JonM · 02-14-2009, 10:37 AM

I say, BS on all four tires...I would give her either repair cost and if she did have them replaced...Prorate the tires.

Just a Roofer · 02-14-2009, 10:38 AM

So what do you think the odds were that all4 tires got flat? Unless you had a blind guy cleaning up then....

Mellison · 02-14-2009, 11:10 AM

All four tires sounds a little unlikely, however one trip to the local dump caused me two flat tires so you never know.
As far as reimbursement is concerned, do you believe this woman or do you feel she is a bull$hi!!er. The decision is yours but I might be tilting towards a partial reimbursement.
On another note, you must tell your subs that cleaning up after themselves and following neat work procedures is every bit as important as installing the new roof and must be followed. Snow on the drive way is no excuse to leave nails behind. All it takes is for one guy to spend 1/2 hour at the end of each work day to canvas the work site. I don't mean to sound pedantic but better to have a nail in the customers tire than in a landscapers eye or stuck in a childs throat.
NO EXCUSES, CLEAN UP AT THE END OF EACH DAY!!!!!!!!!!
As you can see this is a pet peeve of mine.

reveivl · 02-14-2009, 11:34 AM

Like the others said, offer to pay for the repairs on the tires. Take the magnet and sweep the entire project area again. Take your time and show her that you are very concerned about this.

This is an opportunity to shine, play this right you'll come out of this smelling like a rose.

MEL · 02-14-2009, 11:44 AM

I am going to go back and do another clean up and offer to pay for the tires.

She said the cost of replacing the tires was around $400.

I’ll offer to pay all of it unless she feels that I should only pay for part of it.

Ultimately I’m responsible, there was a light snow fall the day we finished, I should have made arrangements to go back for another clean up.

I'm going to tell the sub he should pay for at least half of it.

The old tires probably could have been repaired and they could have been worn out already. It's not worth it to argue with the customer.

I already know the neighbor is going to need a roof and she said dhe would refer me. If I don't make her happy I can forget about that.

bwalley · 02-14-2009, 11:53 AM

Quote:

Originally Posted by MEL

I am going to go back and do another clean up and offer to pay for the tires.

When you go ver there to clean the place up, just ask her what she would like you to do.

Many times people will ask for less than what you would have offered them anyway and she may be happier letting you know what she wants done.

When you handle this right, she will be telling all of her friends how you bent over backwards to make the situation right and you will end up with more work.

Then when you get back to the shop, let every swinging dick in there know how them being lazy cost you money and an issue with a client, and next time they don't clean up, they will pay for the tires.

Brock · 02-14-2009, 11:54 AM

make sure she gets the tires at walmart. they give you free flat repairs for life. I got one of my trucks in there every month. fo free

**Leo G** · 02-14-2009, 12:01 PM

If she got 4 flat tires ask her for the receipt of the tow truck that brought her to the place that replaced the tires. You ain't going no where on 4 flats. Plus, like it has been mentioned a few times, nail hole flats are easily repaired with a patch kit. No need to get new tires. I would go there and ask a few questions and see what really happened. Plus I would look at the driveway, I can't imagine there were just 4 nails there and she just happened to hit them all, each on a separate tire. Try to make nice, but this sounds like a scam to me.

I thought this was going to be another no payment thread and the client just "happened" to get a few flat tires

Winchester · 02-14-2009, 12:24 PM

Quote:

Originally Posted by Leo G

If she got 4 flat tires ask her for the receipt of the tow truck that brought her to the place that replaced the tires. You ain't going no where on 4 flats. Plus, like it has been mentioned a few times, nail hole flats are easily repaired with a patch kit. No need to get new tires. I would go there and ask a few questions and see what really happened. Plus I would look at the driveway, I can't imagine there were just 4 nails there and she just happened to hit them all, each on a separate tire. Try to make nice, but this sounds like a scam to me.

I thought this was going to be another no payment thread and the client just "happened" to get a few flat tires

I was thinking along the same lines

02-14-2009, 09:41 AM	#1
MEL View Profile MEL Pro Send Message Follow Blogs (0) Threads (576) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Roofing Join Date: Apr 2007 Location: Detroit Posts: 576	Customer Has 4 Flat Tires We did a roofing job about 2 weeks ago. I got a call from the customer telling me that she had to replace her tires because she got nails in all 4 tires. She said all 4 tires went flat. She just wanted let me know. She didn’t ask me to reimburse her for the tires but complained that “this turned into an expensive roofing job”. I told her I would get back to her on this. We rent trailers to haul away the debris around here. After the trailer rental company hauls it away there are usually a few nails underneath it. I told her to check the driveway for nails before she pulled her car through and she says that she did, but she did not check the entire drive way. I was there when the subcontractor finished the job and I didn’t notice any mess on the driveway but there was some snow. Usually a tire with a nail hole can be plugged inexpensively. I don’t know why she would have to replace them. Do you feel that it would be wise for me offer to reimburse her for the tires? Do you feel that I ask the subcontractor pay for all or part of the expense? __________________ MEL

02-14-2009, 09:51 AM	#2
Mike Finley View Profile Mike Finley Chief Toilet Mover Send Message Follow Blogs (0) Threads (14,078) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Chief Toilet Mover Trade: Bathroom Remodeling Join Date: Apr 2004 Location: Littleton, Colorado Posts: 14,078	Re: Customer Has 4 Flat Tires These are the problems that have no good answers. Lets say you did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite. If the tires didn't happen this is what the customer remembers and will tell her friends, family and neighbors about you when asked for a referral to a roofer - did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite. Now her tires got flattened and you don't do anything. Maybe she will say this: did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite. Or maybe she will say this: They were sloppy, I had to buy 4 new tires because of the nails in my drive way. Doing somethign might get you back to did a great job, they got a great value, you got along great, petted their cat, brought their dog a bone every day, were neat and tidy and so polite. or it might not. In business it's always he who touches it last owns it. Customers always think, I didn't have this problem before I hired you, now I do so it's your fault. You can stand your ground on legalities and principals or you can save your reputation even if it's not your fault.

02-14-2009, 09:56 AM	#4
TimelessQuality View Profile TimelessQuality Pro Send Message Follow Blogs (0) Threads (1,926) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: GC/Remodeling Join Date: Sep 2007 Location: Central America (Kansas) Posts: 1,926	Re: Customer Has 4 Flat Tires Ditto what Mike said...he's a purty fart smeller I'd pay for four flat repairs, and a little something for the trouble... She obviously needed new tires anyway, get the tire shop guy to 'splain it to her. __________________ -Steve "The most beautiful thing we can experience is the mysterious. It is the source of all true art and science." ~ Albert Einstein Last edited by TimelessQuality; 02-14-2009 at 09:58 AM.

02-14-2009, 09:59 AM	#6
rbsremodeling View Profile rbsremodeling Professional Instigator Send Message Follow Blogs (0) Threads (6,872) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Professional Instigator Trade: Design Build Remodeling Contractor DC MD Join Date: Nov 2007 Location: Washington, DC/ Maryland Posts: 6,872	Re: Customer Has 4 Flat Tires You know what burns me in situations like this. When we do something wrong we have to prove to the homeowners we did not cause it, show pictures, documentation, invoices the works etc. When the burden is on them no proof is needed there word is gold. I got four flat tires . did they take a picture off the tires or flat car? did they save the tires to show you the damage? 4 flat tires what are the odds? There is no easy answer here. I'd probably pony up if the tires were not to expensive __________________ Last edited by rbsremodeling; 02-14-2009 at 10:02 AM.

02-14-2009, 10:03 AM	#8
PA woodbutcher View Profile PA woodbutcher Pro Send Message Follow Blogs (0) Threads (1,908) Photos (15) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Remodeling Join Date: Mar 2007 Location: Northeast, Pa Posts: 1,908	Re: Customer Has 4 Flat Tires The big rolling magnet and the guy responsible for clean up haven't made me a dime in the past 3 years, but I'm quite sure they have saved me some. When roofing I have 1 guy that his sole responsibility is to look out for the customers property and my tools (well maybe throw a bundle of shingles on the lift now and again). The customers really like it and my tools get taken care of. I would also at least offer something a little for her troubles. A little good will goes a long way __________________ 'The trouble with our liberal friends is not that they're ignorant; it's just that they know so much that isn't so.' - Ronald Reagan

Green Framing Presentation - Updated

Analysis of New Contractors Insurance Program in CA

Greenlee Glo-Stix...

DeWalt Self-Level...

Customer Has 4 Flat Tires

Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Re: Customer Has 4 Flat Tires

Join Now... It's Fast and FREE!

Already Have an Account?

02-14-2009, 10:07 AM	#9
480sparky View Profile 480sparky And I do electrical, too! Send Message Follow Blogs (0) Threads (5,409) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity And I do electrical, too! Trade: DEFENDER OF FREEDOM! ADVOCATE OF LIBERTY! Join Date: Jan 2009 Location: Iowa Posts: 5,409	Re: Customer Has 4 Flat Tires It doesn't sound like she's outright demanding you pay for all 4 times immediately or she's taking you to The People's Court. I'd say seek the middle ground. Head over there and speak with her. Ask to see her new tires. Then get out one of those bar magnets with 2 wheels and handle and offer to 'sweep' the drive, "just to be sure". Then hand her a check for, say 2 to 3 hundred, depending on what kind of tires she got. If you didn't make 200 or 300 clams on the job, you're doing something seriously wrong. A couple hundred out-of-pocket shouldn't hurt you. I'd rather lose money than lose a customer. __________________ Site : the area or exact plot of ground on which anything is, has been, or is to be located. Sight : The power or faculty of seeing; perception of objects by use of the eyes; vision. Cite : To mention in support, proof, or confirmation; refer to as an example.

02-14-2009, 10:13 AM	#10
rbsremodeling View Profile rbsremodeling Professional Instigator Send Message Follow Blogs (0) Threads (6,872) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Professional Instigator Trade: Design Build Remodeling Contractor DC MD Join Date: Nov 2007 Location: Washington, DC/ Maryland Posts: 6,872	Re: Customer Has 4 Flat Tires Tell her you need to see the invoice and verify the purchase. You need 3 references who actually saw the flat tires. Where did the flats occur at? You need a notarized letter of where the flats took place Find out if her license is suspended and should not have been driving Ask her for proof of car insurance You need a sketch showing the existing location of the car before and after the flats with an engineering stamp. Check for DUI's maybe she could have swerved and avoided the nails Tell her you need the original nails to send to the CSI lab to confirm the nails came from her house. You need a payment play with her and a 10% back until your satisfied with reimbursing her back __________________ Last edited by rbsremodeling; 02-14-2009 at 10:41 AM. Reason: addendum to contract lol

02-14-2009, 10:37 AM	#12
JonM View Profile JonM Pro Send Message Follow Blogs (0) Threads (1,617) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Building and Remodeling Join Date: Nov 2007 Location: CONNECTICUT Posts: 1,617	Re: Customer Has 4 Flat Tires I say, BS on all four tires...I would give her either repair cost and if she did have them replaced...Prorate the tires.

02-14-2009, 10:38 AM	#13
Just a Roofer View Profile Just a Roofer Pro Send Message Follow Blogs (0) Threads (176) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: roofing Join Date: Jan 2009 Location: chicago nw burbs Posts: 176	Re: Customer Has 4 Flat Tires So what do you think the odds were that all4 tires got flat? Unless you had a blind guy cleaning up then....

02-14-2009, 11:10 AM	#14
Mellison View Profile Mellison Pro Send Message Follow Blogs (0) Threads (1,158) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Home Improvement General Contractor Join Date: Aug 2008 Location: NYC Posts: 1,158	Re: Customer Has 4 Flat Tires All four tires sounds a little unlikely, however one trip to the local dump caused me two flat tires so you never know. As far as reimbursement is concerned, do you believe this woman or do you feel she is a bull$hi!!er. The decision is yours but I might be tilting towards a partial reimbursement. On another note, you must tell your subs that cleaning up after themselves and following neat work procedures is every bit as important as installing the new roof and must be followed. Snow on the drive way is no excuse to leave nails behind. All it takes is for one guy to spend 1/2 hour at the end of each work day to canvas the work site. I don't mean to sound pedantic but better to have a nail in the customers tire than in a landscapers eye or stuck in a childs throat. NO EXCUSES, CLEAN UP AT THE END OF EACH DAY!!!!!!!!!! As you can see this is a pet peeve of mine. __________________ "Enjoy Every Sandwich" Warren Zevon

02-14-2009, 11:34 AM	#15
reveivl View Profile reveivl Pro Send Message Follow Blogs (0) Threads (1,716) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Renovations Join Date: May 2005 Location: West Coast Canada Posts: 1,716	Re: Customer Has 4 Flat Tires Like the others said, offer to pay for the repairs on the tires. Take the magnet and sweep the entire project area again. Take your time and show her that you are very concerned about this. This is an opportunity to shine, play this right you'll come out of this smelling like a rose. __________________ From where does knowledge come? If you need to know what is in a box, you could ask someone (not reliable), you could pray, (not useful), you can consult with the scripture (not helpful) or you could open the box (science)

02-14-2009, 11:44 AM	#16
MEL View Profile MEL Pro Send Message Follow Blogs (0) Threads (576) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Roofing Join Date: Apr 2007 Location: Detroit Posts: 576	Re: Customer Has 4 Flat Tires I am going to go back and do another clean up and offer to pay for the tires. She said the cost of replacing the tires was around $400. I’ll offer to pay all of it unless she feels that I should only pay for part of it. Ultimately I’m responsible, there was a light snow fall the day we finished, I should have made arrangements to go back for another clean up. I'm going to tell the sub he should pay for at least half of it. The old tires probably could have been repaired and they could have been worn out already. It's not worth it to argue with the customer. I already know the neighbor is going to need a roof and she said dhe would refer me. If I don't make her happy I can forget about that. __________________ MEL Last edited by MEL; 02-14-2009 at 12:05 PM.

02-14-2009, 11:54 AM	#18
Brock View Profile Brock Pro Send Message Follow Blogs (0) Threads (893) Photos (0) Reviews (0) Projects (0) Toolbox (0) View All Activity Pro Trade: Residential Remodeler Join Date: Dec 2007 Location: Midwest Posts: 893	Re: Customer Has 4 Flat Tires make sure she gets the tires at walmart. they give you free flat repairs for life. I got one of my trucks in there every month. fo free

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Paint or stain on hardi plank?	Jer	Painting & Finish Work	25	12-24-2009 01:10 PM
Flat Panel TV - Power Outlet Issues	gury	Electrical	23	12-26-2008 03:58 PM
Got a customer from an online lead - any future referrals?	Mike Bosch	Online Leads Services	4	12-13-2008 12:50 AM
Customer questions/repsonse	Onarooftop	Business	5	09-30-2008 07:46 PM
New Tires	Wills03	Vehicles	0	04-25-2006 03:57 PM