Incidental Damages

[Sweet Pea]

We've owned our own business for 15 years. Recently, we have had a rash of customers wanting us to replace or repair damage that was caused during the course of performing our service. Example: Removing a 6" cleanout cap that was glued on for years in order to access the tank, the cap breaks. They want a new cap. Is it our responsibility to buy it? Example: We are "probing" for the septic lid and in the process, we break a sprinkler pipe. Is that our responsibility to repair? Example: We remove rusty screws from a septic lid after much ado, is it our responsibility to provide new screws? Example: We pump septic, dive in, cut out roots, is it our responsibility to remove the roots from the site? We are not in the trash business. Example: After much prodding, concrete septic lid breaks upon removal - it's 20 years old! Do we owe them a new lid? How do you handle what I call "incidental" damages?

[COLE_Jeff]

I have several thoughts on this. I think some of it could fall under customer service - new screws and root removal for example. I think most people would expect part of the service is the removal of the debris. Maybe charge two different prices - one for debris removal, one without. Alternatively, let them know in advance that debris removal is up to them.

The other examples you give should perhaps fall under some type of damage waiver signed in advance of pumping. This may not be so easy, as most homeowners probably aren't home to sign it at the time of pumping. Also, consider being more proactive - suggest to people who have older systems that plastic lids and risers would be a smart and safer upgrade. It would also generate revenue for your company. Now they've been warned, and perhaps may be more likely to view the "damage" as normal wear and tear. I think the safest thing to do would still be to have some type of damage waiver.

[Sweet Pea]

Thanks Jeff, I just realized I am on the Cleaner General Discussion Forum and not the Pumper. I'm new at this! Anyway, we do have waivers, then it's a matter of my guys "remembering" to have them signed! I appreciate your suggestions, we always try to make sure someone is home and I think we need to be more proactive in talking things out with the customer as we go along.:)
Maybe I should put this on the Pumper site now - da.

[plowking]

Usually if I have a cover or something else that might break or has to be broke to have access or to proceed with the job,I will warn the customer. I will put plastic under the covers[ especially the outlet] so next time they won't be stuck. I have had sprinkler systems moved if they were on top of cover. plowking