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Contractor (Female) Needs Help With Letter Writing Skills for Upset Client

I am a female contractor and I did a roof repair (tree hit the top ridgeline) that consisted on a tear out and replacement of 6 trusses etc. The job was scheduled to be completed within 10 days but our people got this completed within 4 days. The homeowner was upset that the job was done so fast, also that a truss (not a new one we installed but an older one that was there) was "scabbed" onto just as a precaution as it was bowed badly and the scab actually made it almost straight again, and to the fact that we did not replace 1 additional truss that had a hairline crack etc. We scabbed both sides with a 2x4x8, got a letter from an engineer etc and the job was completed.

 Now, I still have the key to this garage and a detailed drawing showing the scab points etc that I would like to send to the homeowner. He was very upset when he paid me the final draw and I am not comfortable with a return trip to the jobsite.

I would like to write a thank-you letter to him and try to be civil and on good terms but I can not figure how the best way to do this.  I also can find no examples etc. My thought was to send the letter, drawing, door key per certified mail.

 

Any thoughts..............suggestions?

Thanks!

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  • # Posted 2 months ago
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Trebor1477
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Be anxious for nothing

I understand and in view of the added info, I dont blame you. Put the key in one of those small bubble wrap packages at the post office, put a short note in it, and be done. " Mr ____, here is the key to your garage door, Im sorry we dont see eye to eye on this project, but I feel that we did the best job necessary for these circumstances" signed_____. Honestly ive seen cracks in trusses just from the heat and drying out and settling. That one truss does not determine the structural soundness of the house. Thanks for the added info. Your situation bugged me because I used to be in your shoes. Put it behind you. Lonnie.
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Trebor1477
222 answers
277 thumbs up

Be anxious for nothing

Female roof contractor, Im impressed. I was a roof contractor for many years. OK to the point. Its obvious he cant sue you, the jobs been approved by the Building Dept. right, so theres nothing he can do, but maybe he just wants to vent. It might not be pleasant but may help if you called him and set up a time to come over and talk to him face to face. This would allow him to vent and you the opportunity to defend your work. After allowing him to state his case, and then defending your work, you could say something like "Mr ____, what would it take at this point to make you happy?" Certainly not money back. assuming this was an insurance job, but you might suggest scabbing both sides of the truss if that hasnt already been done. I met customers that were grouchy,t unhappy people and were not going to be satisfied no matter what. After a while I learned to recognize them early and added money to the bid, to make sure I didnt get the job, or if I did , I got a little extra for what I was probably going to have to put up with. I have found challenges like these with customers to be uncomfortable but character building experiences.  Sorry I couldnt be more help. I got ready to submit this and decided to edit. Its obvious you are good at what you do. The job you described is not an easy job. Dont let this guy intimidate you. You did a good job, now go and defend your work. This customer needs you to do this he will be a better person and so will you. 

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Thank you for your kind words.  Actually I am a Licensed General / Small Commercial contractor and this was a job I took as a favor to my plumber (it was his brother) and yes, you are correct it was an insurance job.

I have cleared everything thru all codes depts and local truss engineers etc and again, you are correct, this was actually a difficult job indeed.

The scabbing etc has been done and when I met with this man for the final draw he seemed happy until I gave him a copy of the engineer letter stating truss was broken. The truss was not actually broke only a hairline crack on one side. He (homeowner) demanded that I have that changed (I did) and I trued at that point to reinstate that the letter had a remedy for an actual broken truss being .......etc.....and that his was simply cracked (which he saw as I asked him to do a visual prior to the scabbing) so therefore this made the job we did and my direction much more than actually needed.

I asked him at that time.....________, what do you want me to do at this point? How can I make you feel better about this? His reply was simply that had he known about any broken trusses other than the ones we replaced, they too would have been replaced, etc.. I agreed and stated again that this was only a 1 sided crack etc. I also stated that I had been in contact with the Head Building Code official and all work was approved and signed off on by him.

 He gave me my check...straight to the bank for cash for me.....I haven't spoken too since (been 1 week) and I still have his garage key.

What I need advice on is how to handle the key. I honestly am done with trying to reason with him and I don't want another face to face.

 

Thanks for your reply and I do welcome any additional suggestions. Smile
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Lonnie,

I really apreciate you taking the time to write your advice for me. I think that I will just do as you said and leave it alone. Hopefully he will also let it go. I know I have done nothing wrong and that we did do a great job. I will enclose his key, the engineers letter, and a short note as suggested.

Thanks again! Have a great day!
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you will get lots of contractor in this website. Check gemstone jewelry once. it is very good to find good contractor .
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