Customer lies

hankwylerjr

customer says his Amtrak indirect is broken so under warranty we replaced it same as old one and according to factory specs. Soon as that’s fixed his fill valve is completely clogged so I replaced that free of charge. The boiler it’s connected to is probably 40 years old has never been serviced. Zone valves are ancient wiring is in bad shape. Had one of my other guys work on it said it was working customer calls again threatened lawsuit. Says not working and was before we replaced it now says it’s the boiler not heating etc I’m fed up he basically lied and didn’t disclose other problems existing with the system. This happened one before to my buddy. Any good advice? My attorney was told and he’s sending him a letter because this guy wants to “go on social media” until everything is fixed I guess even the stuff he didn’t disclose that we had nothing to do with

Larry Weingarten

Hi, Do you have any sort of written contract with this guy? Was the scope of work spelled out? If an "industry expert" were called in, would it be clear to them that this work was done in a workman-like manner?
I've had to deal with clients like that. Not surprisingly pretty often they were lawyers🤔. Something I learned from my lawyer father was that you should have in mind what you would tell the judge if you were sitting in front of one. What would the opposition tell that same Judge ? Which one of you has the stronger case? I hope that's of some use.
Yours, Larry

HVACNUT

Unfortunately, some are like that. I'm always weary when a call comes in out of the blue for a "maintenance". I run everything before I take any tools out to see what works and what doesn't.

Steamhead

@hankwylerjr , you need to fire that customer. Period.

EBEBRATT-Ed

My ex brother in law was a plumber. They had a customer they were going to do a boiler replacement (this was 40 years ago when the asbestos thing started). The customer was told they had to get the asbestos removed prior to the replacement.

The were scheduled to go and when they arrived customer said "asbestos company never showed up" but told him (customer) to have the plumber remove a minimal amount of asbestos and connect the new boiler. Leave it in a plastic bag and they would take it when they did the job.

So the plumber fell for it. As soon as the boiler was running the customer called the building dept, plumbing inspector Mayor etc etc. All the guy wanted was a free boiler and he got one.

hankwylerjr

@Larry Weingarten i have a contract signed he doesn’t have a leg to stand on I’m just worried about him trying to ruin my name the contract provides that he isn’t allowed to air his grievances on social media and that he will be responsible for the attorney fees if he does but obviously he’s very unstable. Going forward my guys will test the system take pictures of everything and I might have my attorney draft a separate document to try to protect me. It’s unfortunate nowadays everyone seems like they want stuff for free because of the cost of living etc so some are obviously going to try to get something for free

STEAM DOCTOR

I wouldn't worry so much. I think most social media uses these days, are savvy enough to know who the crazies are.

PC7060

https://forum.heatinghelp.com/discussion/comment/1819159#Comment_1819159

what a headache! Unfortunately not a new one as @EBEBRATT-Ed story shows.

Larry Weingarten

Hi, I wouldn't go to the trouble or expense, but your lawyer can (with reason) suggest that a countersuite is a possibility. It can have a quieting effect 😇

Yours, Larry

SuperTech

I always try to do a complete evaluation of the entire system before I quote any repairs for this exact reason. I don't care if the customer says the indirect water heater is leaking and I show up and it is indeed leaking. I'm going through everything, that way all issues are identified before I start working and the customer has the option to repair all the other issues that I have identified.

Mad Dog_2

Well Written contracts/invoices with signatures and a firm verbal warning, avoids 98% of these problems. I learned the hardway too! Mad Dog

hot_rod

I think adding a new fill valve and boi,er relief is a good practice on any old system repair call. The reliefs are supposed to be tested yearly, more often than not they don’t reseal. Fill valves slowly leak thru when you,eave the job.

Sorry about the bad customer experience. I doubt you are his first encounter.

SlamDunk

These customers of yours! They sound like my wife! She asks me to change the windshield wipers on her car and afterwards complains that the engine has a clicking noise. "What did you do? It didn't do that before you changed the wipers". 🙄

pecmsg

well written invoice detailing what was seen and done is enough

delcrossv

https://forum.heatinghelp.com/discussion/comment/1819281#Comment_1819281

For the wife?

Mad Dog_2

When you're in the right, down be afraid to stand your ground. Alot of people will try ya on for size...Mad Dog