Unfortunate customer

JaredM_2

It works on Heat Link and Mr Pex too.

Ex Maine Doug

I would say you did

the right thing. You made an offer to do his system over and gave him the chance to save some face and gave the HO a choice. No one could ask for more.

You still come out ahead despite the HO saying "no thanks" because anytime you offer help to someone you get a check mark in the good guy column.

The running toilet doctor will get his due when some mis-fortune befalls him and he has to ask for help and there is no one around.

In the meantime you can honestly say you tried and that's the best position to be in.

Mark Hunt

RTI and WattsRadiant


as well.

But why would you be using 7/8" tubing in a staple-up to begin with?

Mark H

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Mad Dog

Wayne!!!!! You are a nice guy and a Gent, but this

does not consitute a "hard luck" story. This dude didn't respect our trade enough, and the great knowledge and skills required to do it. He thought he was as sharp as you were and he found out the hardway. Oh well.....He may be "a nice guy" but as the others have said: Rip it out and start from scratch or you will own this job. "we'll, wayne,....if you felt uncomfortable working with this product, why didn't you refuse to work with it when you started last week?????? You're suppossed to be the pro...."
Don't do it, brother. And , hey, what's wrong with a little punitive fee for the aggravation. Mad Dog

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Mark J Strawcutter

punitive pricing

Charging for extra work involved in ripping out incorrect stuff is fine. Charging for work involved in verifying warranty issues with manufacturers of previously purchases equipment is fine. Charging to cover usual markup on equipment not purchased from you is fine.

Charging extra to "teach the guy a lesson", or because he's a doctor/lawyer/whatever is unprofessional.

Good to see Wayne took the high road.

Mark

Mad Dog

Thanks for the advice Strawcutter...............................

It means so much from a guy who doesn't even work in this trade. Just for the record, I would never punitively "penalize" anyone - rich, poor, black, white, Catholic, Jewish, Muslim et al. Most may not say it, but when you spend a good deal of time going to the jobsite, laying out a job, and presenting a "Professional" proposal and then, do not get the job, but lose it to a misguided homeowner, or some cut-rate hack, who only hires illegal aliens, your gonna be p.o.'d. As you know, I don't mince words or suffer fools gladly. When the ho comes back and truly realizes he/she erred AND has the proper attitude, I would not charge them any "grief fee." If they are humble about it, so am I. I, too have become friends with these ho's and once they saw the light, they are some of the best clients. However, some of the folks come back with a half-hearted, squirrely attitude and haven't really learned their lesson. The only reason they are back is because, they know you are the only competent one around who can fix it. They'll say: "We'll now I have no choice...blah blah...." I straighten them right out: "Oh, yes you do, call someone else." These people, will get the aggravation fee tacked on and I have no qualms about it. Most may not admit it, but they will be figuring it in their revised quote. May be "unprofessional" to you, but I consider honesty the cornerstone of professionalism. P.S. My old man was a DIY to a point, but knew when to call in a pro, and was ready to pay him. I have a tremendous respect and admiration for a gung ho homeowner - I get a real kick out of them, but they have to know there limits...the smart ones do. Mad Dog

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Mark J Strawcutter

You're welcome

I may not be in _this_ trade, but there are lots of similarities I can relate to.

I do some computer consulting in my "spare time". I charge more than most other "consultants" around here because I'm worth it and because I don't want a lot of it to do. Much of what I do is cleaning up after someone else. I've got to spend time figuring out what they did - and that time is billable.

Just like with what you do - it would have been cheaper for them to hire me in the first place.

I don't have to charge extra for grief and aggravation. The situation tends to be self-correcting. My time is worth the same if I'm doing it right the first time, or correcting someone else's mistake.

The one difference may be that I work primarily "time and materials" and not fixed price quote. Like you I've been known to suggest they call someone else if there's something they feel "trapped". But if they don't take the suggestion, I still don't feel the need to up my rate. They'll probably spend lot's of time commenting/questioning what I'm doing while I'm doing it - and the time is billable :-)

The comment about doctors/lawyers was not directed at you personally, but to some in the HVAC trade that I've heard say they charge more when the client is well-off.

Mark