When is a Guarantee not a Guarantee ?

[squadman]

Heres a interesting one, repaired a built in washer dryer for a customer last October where the drum bearings were shot, what this customer failed to divulge was that he was a landlord and the repair was for a tenant in one of his properties. Where Landlords are concerned we always take the Labour Charge before calling and the first we knew that it was a rented property was when we got there and explained the the householder how much the repair costs would be. Anyway we came away and when the landlord rang to find out what the situation was we explained that had he have advised us that he was renting this property then we would have advised him of our terms of business. He said dont worry about that how much is it gonna cost, We said that upon paying a labour cost we would raise the repair estimate. He said he could not pay as he did not have a card with him, we said no worry give us a call back when you can pay and we can let you have the estimate. This went on like this for a couple of days until he became frustrated that he still had to pay our labour / diagnostic charge before he could get the quotation. Started complaining introducing all kinds of reasons why he should not pay.

Anyway he still would not pay so we just gave him the costs and he was still moaning, by this time he had his tenant on his case and he called back and asked us to complete the repair and he would pay. Repair completed and it took a further week to get him to pay and all the while he had attitude.

Fast forward to last week and he calls up again saying machine had gone wrong and could we go out and take a look. Remembering the previous hassle and that we now knew his was a landlord we asked what was wrong with the machine. He said it was now no go and would not work, we explained that it did not sound like a fault linked with the previous work last year and that as explained before he would need to pay a labour/diagnostic fee before we called out. Again his attitude started and he went off the phone saying he would just get someone else. To be honest we were happy with his decision but today he calls up again saying that he has had someone else out to the machine and they have stated that the bearings have gone again and as this was the job we performed four months ago it was under Guarantee !

Fair enough we explained that if this was the case then we would take a look and this was not a no go fault as he had previously said.

We then get a further call from him about 15 mins later saying that this other engineer or whatever has dismantled the appliance and taking a part or parts away with him. We explained that this made things complicated as now a third party had at his instruction removed parts and the machine was not as we would have left it and of course he withheld these facts during his previous call.

So my view of this is that like any Guarantee if the product has been interfered or tamper with or modified any Guarantee is void. Whats the general view of this matter are we in our right to tell him to bugger off or do we share some or all the responsibility to honour the Guarantee in light all of this ? 🙁

[kwatt]

Re: When is a Guarantee not a Guarantee ?

Stock reply…

First thing always, tell him to put his case in writing. Never, ever deal with a complaint or grievance that you think might escalate in a phone conversation etc. It’s bad to do that. Even email at least gives you a trail.

kwatt’s repository of useless information wrote:As our company was not afforded the opportunity to inspect the goods with the fault in evidence then we cannot possibly ascertain what the fault was or how it came about.

Fair assessment cannot be achieved by claims made remotely without inspection of the goods.

The goods have reputedly been left in a condition that makes any form of evaluation of work carried out by our company at best difficult and, where parts have been removed, impossible.

Therefore, as there is no evidence that our work or any spare parts fitted were defective we are unable to extend any warranty or to offer any repair under warranty on the premise that any parts may have failed under that warranty without evidence of such failure. Further complicated by the fact that we are unaware of any work carried out by ensuing companies that may have attended the product since we last inspected it.

Since you have elected to engage an alternative company to carry out these works on your behalf and, who would appear to already have engaged in a rectification, we feel it appropriate that you continue with that company to resolve your issue.

Can you tell I’ve done this before?

Muck about with it, tailor it to the situation but, in effect it’s pretty much “stuff off” put in a nice way.

Remember, in writing only. Do not do this in a conversation.

Buy me a drink at the meeting and I’ll explain the reasons that’s often a slam dunk.

K.

[squadman]

Re: When is a Guarantee not a Guarantee ?

Thanks K, I have drawn up a letter tailored as suggested and see what the next chapter might be, Thanks for your help I’ll let you know how this pans out. 🙂

[Madmac]

Re: When is a Guarantee not a Guarantee ?

Had a very similar experience last year with a Hotpoint W/D, changed dryer element which was throwing trip,Landlord sent the 80 quid promptly and that was that.
All was well for a couple of weeks until the tenants managed to block the pump.

Bearing in mind this job was a 60 mile round trip I thought it reasonable to bill the landlord a second time 😕

He however,had a total change in character, said he thought he’d ‘spent enough on the bloody thing’ and that my request for a second callout was rather greedy 😯

Only after threatening litigation did he send me half my callout, a post it note stuck to the cheque informed me he ‘wouldn’t be using me again and wouldn’t be recommending me’.
Best news I had all day I must say.

Despite work being scarce I must admit I take Landlord/Tenant jobs on very reluctantly, the hassle factor generally doubles I’ve found. 🙁

[squadman]

Re: When is a Guarantee not a Guarantee ?

Although we service a fair few Landlords as well a letting agents most of the problems come from the ones that have one or a few properties and have no real idea how to deal with Tenants and Tradespersons. It is normally the situation that all the while the rent is being paid on time everything is hunky dory, then a breakdown like a Appliance or Boiler, normally follows that the Tenant reports the issue and then for weeks on end is chasing the would be landlord to get something done ! By the time the Engineer gets there customer like the one on my story has been without a Machine for the best part of two weeks, God help you if you then have to advise them a part is required, Landlord then blasting your ear as to why his tenant has to wait like this !

No one likes turning trade away but every now and then you just know they are gonna be bother and try to make you pass through hoops to get your money

[Madmac]

Re: When is a Guarantee not a Guarantee ?

Yep, its the ‘piggy in the middle’ situation which drives me nuts. I find the tenants often have an attitude, which gets my back up immediately,and often make no attempt to treat the appliances with some care – they aint paying for them so why should they? :rolls:

I really have only one letting agent I deal with regularly, all their jobs are within 10 miles or so, they tend to have a better class of tenants and they pay promptly… not asking too much IMO. 😕

Eddie.

[Mo3426]

Re: When is a Guarantee not a Guarantee ?

Had a letter just before christmas from an agent i have delt with off ond on for last 10 years or more stating that due to the economic climate they will charge 10 per cent on value of work we do for them

must remember to put 10 per cent on thier invoices lol

has anybody else heard of this?

[Lawrence]

When is a Guarantee not a Guarantee ?

We do a lot of letting agent , landlord and housing association work and are getting more all the time , I also find the hassle ones are landlords direct with a small portfolio ,with regards to surcharging we had one of our regulars add a percentage on each job , I rang them to say our charges would be going up accordingly they said fine just add it on , its a decision taken nationally and we don’t want to lose you , also helps when touting for work to mention WTA membership as more and more housing associations req some kind of trade accreditation .

[Mo3426]

Re: When is a Guarantee not a Guarantee ?

thanks for the reply i guess they just charge it to the landlord so it costs the agent nothing

[suedehead1]

Re: When is a Guarantee not a Guarantee ?

Mo3426 wrote:Had a letter just before christmas from an agent i have delt with off ond on for last 10 years or more stating that due to the economic climate they will charge 10 per cent on value of work we do for them

must remember to put 10 per cent on thier invoices lol

has anybody else heard of this?
i have had the same 10 percent thing i just add it on.

[Author]

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