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HomeOwner Mad at me, for a referral that blew him off

14K views 116 replies 48 participants last post by  born2fly  
#1 · (Edited)
Background:

I had a HO that I went and looked at a roof for.

He also had issues with poor work recently done on 2 sets of masonry stairs (done by someone he hired). I gave him the name of my Masonry Contractor, so that he could go out and look at it (for the HO).

The HO tells me about a week later, that he is so very happy with me giving him my Mason's number. The mason found a lot wrong (crumbling mortar, etc), including incorrect tread and riser depths (per state code). He thanks me so much for referring the Mason. The HO, contacted the local inspector who confirmed that the first job was bad, and not up to code (Which the HO feels will help him pursue a suite against the first mason). The Mason (My referral) gave the HO a proposal to take the bad work all apart and fix it.


Today:

I am super, super busy...and am running multiple jobs, as we ususally do. It's about 8 am.



I get a call from the upset HO, that the Mason has missed two appointments to meet with him this week, and has not called him. Here is the basic dialogue, after he tells me the above:

HO:(after relating that the Mason missed his appts) "What is going on?!...I'd like to know what is going on?!"

Me: :blink:?? "I do not know...."

Next: A Longgg, awkward....silence and pause. :)rolleyes:I don't know why he's calling me about this?).

Me: "I have no idea why the Mason has missed his appointments, and why he has not called you" :)blink: ? How the eff am I supposed to know that?)

HO:.....mentions something about his schedule being ruined last night, and that this is the second night this week, the mason didn't show, Monday, Tuesday, etc...

Me: "I'm sorry to hear that. I have no idea why he would do that."

HO: "Well, you recommended him! How can you recommend him, when he does things like that?"

Me: "That's unusual, I've had him forget 1 appointment, and be an hour late for another appointment, but that's it. I've never seen anything like what you're saying. I've used him a lot. I've referred him to other Clients, who love him and his work. I don't know what to tell you."

HO: "I just want to know....what is going on!"

Me: "I really do not know."

HO: "Fine, Thanks, good bye"..."Click".


Now, to top it off:
I get this email, almost immediately after the call (I get emails on my phone).
Here it is, (I've replaced my personal name with "Atlantic", and replaced all other names):

"Atlantic",

John Mason (Name replaced) has broken the last FOUR appointments without so much as a phone call and this despite his adamancy that he will appear.

I've got to be honest with you "Atlantic": if you're recommending him and at minimum not even intervening to find out what is going on with your recommendation then I am leery of having your company do the roof; it's too large of an investment to couple with an ambivalent attitude. As such you need not quote, but nonetheless thank you for your time.

If you can afford to lose the business than you're far better off than most of the largest Fortune-500 corporations in this Country.

- Joe Home Owner (Actual Name Removed)

Personally, I could care less. When I got off the phone with him, I said to myself...There is no way I am ever going to do work for that guy. He's got a warped view of everything, if he thinks I responsible for any of that.

Any Comments?
 
#5 ·
I'd like to add this. The Mason did miss another previous appt with the HO about 3-4 weeks prior. I "intervened, and called then". I normally do that as a courtesy. I am not getting involved again. I have no idea what is going on between the HO and the Mason.

I just think this is ridiculous, that he (the HO), feels that he can respond towards me, as if "I" am the one that broke the appointments.

I honestly don't need the roofing work (that I priced very competively), and even if I did, I would back out of it = Lots of Red Flags (unreasonable person, that looks at things ---- WEIRD)
 
#8 ·
Sounds like he the HO blew it all out of proportion first he said he missed 2 appointments then moments later in the text message he said 4.
You are a lucky man to have found out that the guy is whacked before you where vested in your job.
You should follow up with the mason, maybe he found out before you the guy was a whacko and thats why he didnt show.
 
#12 · (Edited)
exactly...WOW

That's bad news....

I guess the HOer confused you being a GC with just giving a referral.

I think you have the right to call out both the HOer and your Mason for lack of professionalism at your expense.

It would be a totally different situation if YOU actually hired the mason to do the work for the HOer. That sucks....

This should be an interesting thread......

edit: F'n A, Im a slow typer!
 
#15 ·
Wait a minute here...

You had a potential roof job and lost it because your referall wasn't professional enough to show up to scheduled appointment(s)? Furthermore not have the courtesy to call the HO and reschedule? Or even call you to explain. WTF.

I dont see how you can justify this sh!t. You hook the mason up with work and leads and this is how he re-pays you?

You just lost a customer (maybe more) and payday and all you can say is I'm not getting involved. Well let me tell you something, you are involved... the minute you recommended the mason.

Please tell me I'm missing something here. I'd be one pissed off *** if my sub did that to me and my company name. :furious::furious::furious::furious::furious::furious::furious:
 
#19 · (Edited)
You just lost a customer (maybe more) and payday and all you can say is I'm not getting involved. Well let me tell you something, you are involved... the minute you recommended the mason.

Please tell me I'm missing something here. I'd be one pissed off *** if my sub did that to me and my company name. :furious::furious::furious::furious::furious::furious::furious:
I lost a potential customer, that showed some personality traits, that I know, I would not want to do work for. We pick and chose who we work for.

I had my doubts to begin with, over some other things (observations) that I noticed about this HO. This just confirmed it.

Never be desperate to take on a "headache", no matter how good the money looks.
 
#21 · (Edited)
This HO, had many other Mason's viewing the work. I was there another time, and there was a differnt Mason looking at the work. Tho HO, told me he had others inspecting it, and giving him estimates.

That's what makes it NOT MY PROBLEM.

BTW - The HO then whispered to me, that he wasn't going to use the guy that was there looking at the work (when I was there), because he didn't like him. He then turned around and asked the guy how soon he could get an estimate (knowing full well, he wasn't going to use the guy).

That says a lot about his character.
 
#22 ·
Learned a long time ago,NEVER recommend any one in the trades.
It only takes one bad experience to tarnish a reputation.
My town is too small,and bad news travels fast here.
Sorry to see this happen to anyone,but it's only a matter of time.
This guy seems to have that small town attitude,so *%^# him.
 
#23 ·
Ask the douche if his kid gets pulled over for a DUI and gets jail time is he going to do the jail time for the kid? It's his kid isn't it?
 
#27 · (Edited)
FWIW - If I'm not working on a job, I give out my Plumbers Number, My Electricians Number all the time to people, and HO's.

In line with that: I give out my mechanics number.

I tell people where I buy my truck tires, because I like their prices.

We all refer people we know, to other people. We introduce people to friends, and acquaintences, that does not make us liable for them either.

Someone recently asked me to refer them to a good physician in the area.

Does that make me liable for their actions, their prices, or anything else? - I think NOT.

Some of you on this thread, with comments suggesting otherwise, really need to understand "life" in general, and how it works.

People need to put on their big-boy pants, and deal with the Sh*t that comes into their lives, instead of trying to blame a person, for someone else's actions.
 
#28 ·
I'm also curious to hear the side of the mason. Not saying anyone is right or wrong. He could have something going on that no one even knows about. Maybe someone in his family died and he's having a hard time dealing with it, which would make an interesting return email to the HO.
 
#30 ·
The one thing I hate more than anything is dealing with other people's unnecessary DRAMA that has nothing to do with me!!

I don't care about your F'n stairs, your schedule....FU, deal with it, I'm not your personal assistant to make your life easier....I have my own stresses to deal with without listening to your whiny, BS and expecting me to make your life easier just because I was willing to offer a little help.........

AAAHHHH.... I hate self center people who involve me in their problems, and expect everyone around them to make them happy!

I do think the mason owes you an explaination for the added drama to your life!...
 
#33 ·
You definitely cut your losses with this "customer". Don't lose sleep over it.

What kills me is when I give a sub's number to a client and then they don't follow up.

I make no bones about it. If I get a call from the HO saying "You know, I never heard back from XYZ," I call the sub up immediately and tell them they made me look bad and that this is the last time we'll ever talk because I'm done with them.

Do you know how many plumbers I've burned through? :laughing:
 
#34 ·
My wife busts my balls all the time when I come home and vent about some nut job that wanted me to do work for them and I declined (I use the I'm too busy excuse). She tells me that sometimes I will unfortunately have to work for people I don't want to. And then I remind her that I don't have to work for anybody I don't want to, that's the benefit of running my own business.:thumbsup: Back when I punched a clock I had to work for some real _____'s because I didn't have a choice, but now I do and I love it. She seems to think that money is money to which I have to constantly remind her no amount of money is worth the headaches, lawsuits, verbal assaults and time wasted dealing with people like that.... Sounds like it's water under the bridge my friend and I concur that it was probably for the best you didn't end up working for this nut.
 
#35 ·
Atlantic,

You and your mason need to bring this episode to a peaceful conclusion, if you are ever going to work together again.

You should call the HO(because you gave the referral) and set up a time for the three of you to meet and put this to rest. No he said she said stuff.

Then you and the mason should meet at least 15 minutes before you are to meet HO.
Then head out for a beer or two while HO waits on his busted stoop for you to show, and have a laugh about how you avoided this nightmare
 
#37 ·
I’m not defending the HO per say as you added on that you got a bad “vibe”.


One thing to consider though is recommendations are a two way street.


You were happy when he called singing your praises on the referral and now the referral stiffed him.


NOT CALLING is NO excuse. If the mason also got a bad vibe and felt the guy was a mental case one call to cancel with brief explanation done and done.


AtlanticWBConst

I'd like to add this. The Mason did miss another previous appt with the HO about 3-4 weeks prior. I "intervened, and called then". I normally do that as a courtesy. I am not getting involved again. I have no idea what is going on between the HO and the Mason.

Sorry but from my POV you set the precedence. You should have established this on the first call that YOU are not responsible. Only that you would do it as a favor IF that’s what your choice would have been.


So what was his excuse?


Personally if I hand a name out (RARELY anymore) it’s MY NAME attached to it. I make it CLEAR up front I don’t control them.


I also make it clear to the referred guy who it was that gave him the referral and that it WON’T happen again if he F’s it up.
 
#39 · (Edited)
I’m not defending the HO per say as you added on that you got a bad “vibe”.


One thing to consider though is recommendations are a two way street.


You were happy when he called singing your praises on the referral and now the referral stiffed him.


NOT CALLING is NO excuse. If the mason also got a bad vibe and felt the guy was a mental case one call to cancel with brief explanation done and done.





Sorry but from my POV you set the precedence. You should have established this on the first call that YOU are not responsible. Only that you would do it as a favor IF that’s what your choice would have been.


So what was his excuse?


Personally if I hand a name out (RARELY anymore) it’s MY NAME attached to it. I make it CLEAR up front I don’t control them.


I also make it clear to the referred guy who it was that gave him the referral and that it WON’T happen again if he F’s it up.

FWIW - I posted this as an "experience"....as a topic open to discussion (not as a request for advice). I thank you for your input.

Now, I never set a precedence, because, the HO didn't know I called the Mason the first time: I called the Masonry contractor out of my own accord (the 1st time), NOT because I was told to, NOT because I felt an obligation to anyone. NOT because I told the HO I would, NOT because I felt an obligation to, NOT because I felt responsible.

I would do that for anyone, that I have a repoir(sp) with, or any kind of professional connection (I may have) in the industry with. I made a courtesy call - to give him a "heads up" on the situation. Nothing more.