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?

[Trent]

If I know that something will become broken in the process, I make sure to let the customer know ahead of time so they can give me the go/no go. My favorites are the brass cleanout plugs in cast iron.

By the way I'd be interested in seeing a copy of your waiver you mentioned in the other thread. If you have the abililty, could you e-mail it to me? cpt@molalla.net

Thanks!

Trent

[Sweet Pea]

Sure, it's on it's way.

[Trent]

Thank you, I got it but I don't have Corell. Maybe if it's not too much trouble you could fax it too me. 503-829-8622. Again thank you!

[mallenk]

When we are out on a job and one of my drivers or me damage something of the homeowners we replace it. If we knock a tee or a filter off or break a cap we replace it. We use a crustbuster so we end up with roots, hair, cloth peices and anythig else you can imagine in a tank. We put it on the truck usually in 5 gal buckets and haul it back to the shop and dispose of it. We are still building our business so it is important for our business to spread word of mouth so I don't want to give my competition any ammo. I do tell the homeowner that if we get stuck in the yard during the process they are responsible for the tow bill. We have never had a waiver to sign but it might come to that some day.

[txshriner]

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?

mallenk sounds like he has it figured out! if you know ahead of time something may get broke, always stop and make it perfectly clear that your not responsible or you can bet the farm they will fully expect you to fix it for free! the mess should always get cleaned up! in their mind thats part of what they are paying you for. my suggestion is that you adjust your price to a level that you would be more than happy to handle these things. the more profitable your jobs are the less the little hassles will bother you.