TOPIC: Advice about a customer complaint...A Plumbing issue

A customer calls me after 4 months. (I inspected his house in Nov. 2009)

He found a pipe disconnected on his kitchen drain..( under the house ).

I inspected the crawl space and found no plumbing disconnected and
no flooding in the crawl space.

A plumber quoted him $800 dollars for the repair. The customers says I
did a bad job and should have seen the disconnection.

I replied that at the time of the inspection..I seen no problem.

Do I go back and re-inspect ? What are my next steps. I do not have

pictures of the disputed location. I have other pics of the crawl space.

David

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let me say it again...I ran water first and I inspected the crawl space last.
no signs of water leaking...I did put this in the summary in red ink.

• 100
• High water pressure...danger to water pipe system and
appliances.
• Recommend consulting licensed plumber to correct.

The customer avoids this documentation.

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What is the good customer service way to handle this....

David

I'd definitely go out there and see the issue for yourself. See what's disconnected. Compare it with any pictures you may have. If he's already made any repairs then your contract should void the issue. If it looks like you made the mistake have him get 3 quotes and pay for it.

I don't understand though how a disconnected pipe would cost $800?

Welll..... for an opposing point of view, I wouldn't go back out.  If its parted for whatever reason it needs the attention of a plumber.  I'm assuming you run everything in the house and inspect the sub area last.  If you saw no standing water, excessive moisture and or broken pipe, end of story.  Ask to see the termite report, did they find excessive moisture, standing water or damaged plumbing under the house?  You're not the only person that's been under that home in the last four months.  Cable, telephone, termite, owner, if it was occupied during inspection, maybe the seller was under there since the inspection as well.  You're not telling him there isn't a current leak and need for repair, you're simply stating it was not in that condition at time of inspection.

Every transaction here in California has a home protection plan that would cover such an issue.  Is that the case in your area.

Good Luck!

** I should have read your entire post.  You handle it by telling the client you're very sorry they're having problems with their new home.  You tell them that unfortunately you only can report your findings on the day of inspection.  You try and tell them that many systems and or components in a home can and will fail.  Another plumbing leak could occur or the dishwasher stop working while your speaking with them on the phone, that doesn't mean the condition existed four months ago.  Ask them if they have a home protection plan, ask them to check the termite report, ask them to check the sellers disclosure and see if a plumbing issue or excessive moisture shows up anywhere.



Now to cost...  Maybe the $800 involves an emergency night time or weekend call, could it include installation of a pressure reducing valve to maintain the working pressure below 80 PSI, Maximum?

I forgot about the home warrany. David is in So Cal too so I'm sure they have one.

Welll..... for an opposing point of view, I wouldn't go back out.  If its parted for whatever reason it needs the attention of a plumber.  I'm assuming you run everything in the house and inspect the sub area last.  If you saw no standing water, excessive moisture and or broken pipe, end of story.  Ask to see the termite report, did they find excessive moisture, standing water or damaged plumbing under the house?  You're not the only person that's been under that home in the last four months.  Cable, telephone, termite, owner, if it was occupied during inspection, maybe the seller was under there since the inspection as well.  You're not telling him there isn't a current leak and need for repair, you're simply stating it was not in that condition at time of inspection.

Every transaction here in California has a home protection plan that would cover such an issue.  Is that the case in your area.

Good Luck!

** I should have read your entire post.  You handle it by telling the client you're very sorry they're having problems with their new home.  You tell them that unfortunately you only can report your findings on the day of inspection.  You try and tell them that many systems and or components in a home can and will fail.  Another plumbing leak could occur or the dishwasher stop working while your speaking with them on the phone, that doesn't mean the condition existed four months ago.  Ask them if they have a home protection plan, ask them to check the termite report, ask them to check the sellers disclosure and see if a plumbing issue or excessive moisture shows up anywhere.



Now to cost...  Maybe the $800 involves an emergency night time or weekend call, could it include installation of a pressure reducing valve to maintain the working pressure below 80 PSI, Maximum?

I like your reply.....The verbiage that you gave me about what I inspected  ill be my defense. I told him early today that I will come out
tommorrow. If I would  gotten your post earlier I would not go back and
would have told him these statements over the phone.

Thanks

Good Luck David...

Let us know how it goes....

Happy Easter everyone!