Warranty work

Anybody have any ideas what to do when someone brings you out on a warranty call only to find out it's not a roof issue. Does anyone have a standard policy. We are thinking of implementing a charge in those cases. Maybe get a credit card number beforehand?

We tell them if it is not a warranty issue do they want us to do the repair if we can. The mininum charge is this much.

I went to a place that we did seven years ago. Turned out their j-channel was full of debris and the way their siding was setup, it was allowing water to go behind our flashing. I cleaned it out and made a minor adjustment.

He asked for the bill because it wasn't a roof problem. It only took five minutes, so I just told him that I'd seen his wife on Facebook and asked her to give us a like. She did and wrote a nice review!

Thanks for the input

The BBB thing was just a figure of speech. Could of said calling my attorney or whatever just the same. Assuming the work is still under warranty that is. The point I was trying to make is that promptly responding to your clients concerns in a friendly way is good business and not doing so is not. Once I've worked for someone, I don't consider them to be past customers who are wasting my time but rather they are current referring clients who happen to have already paid. And that's my favorite kind. The one's that pay and refer!

:) I'm with Chuck on these calls. :)

My standard policy is to inform them that it's not a roof issue if that is what I discover. If it's something really simple that I could help them with on the spot, I will fix it for free while I'm there. If it's something more major that will require a return visit but still something that I can do, I will give them a price. If I don't do the kind of work they need, I will refer someone else.

Either way, after all is said and done, I will shake their hand, thank them again for the business they gave my company, hand them another business card and ask for more future referrals. If I hire a company to do work for me, have a problem I believe they could be responsible for, call them to let them know about it and they ask for my credit card number, I'm calling the Better Business Bureau. But hey, what do I know? I don't have a lot of experience with call backs. Had one last year though.