Handling accidents in a customer's home

Unknown

how do you handle , say moving a washing machine , dishwasher , fridge , china cabinet - and something happens like the washer hoses leak , the fridge water line kinks , a leg breaks on the cabinet , or what happened to us last week - we had to move a dishwasher from under a kitchen countertop , and when we put it all back together there was a leak around the door . My partner spent a good amount of time trying to fix it . We always feel the customer out to see if they can move it for us - you know an appliance that sits in the same spot for 8 years will give you trouble when you move it - but we wound up moving it , and owning it .

Does anyone specifically state in their contracts that appliances , furniture , outlets , etc ... should be moved before the start of work , or do they state that we take no responsibility if damage is done ? Thanks in advance .

S Ebels

Policy

It's my policy to preface something like this by being upfront with the customer a telling them that the likelyhood of an "event" is fairly high. We let them know in advance that we will do everything possible to ensure no damage will be done to their appliance/room/home but..........obviously, you know what happens when you move anything sitting somewhere for a long time. I've never had a problem when "something" happens if the customer was made aware of the possibility beforehand.

lchmb

CYA!!

if it's now in writing that eight year old machine will be brand new if your not careful. ALthough I think most customer's are the honest type and can understand something happening, there are alway's the few that won't. The company I work for request's for item's to be moved and if they are incapable then it is put in the contract that we do not accept responsibility for it...

Ken D.

Accidents

Our service ticket has a section that the customer must sign before work is performed that states in a nut shell that we are not responsible for any and all damages that may occur while servicing or attempting to service customer's equipment. This came directly from working in Levittown,Pa. where you had to move washers, counter tops, cabinetry,etc., etc. to service the heater. I know many guys that destroyed their backs moving the washers in and out along with the resulting scratches and tears on the floors. Also many companies are telling the customers to have them moved by the time the mechanic arrives. This is not practicable for senior citizens, but it is a reality.