I know that you guys are all probably getting tired of hearing me harp all the time on how important it is to get your paper work signed, sealed and delivered right from the beginning on each and every job.
So I want to share with you what just happened on one of our recent jobs and how crossing the T’s and dotting the I’s saved our bacon.
We did a pretty small job for a contractor that we work with on a regular basis and all seemed to be cut and dry. The homeowner was very easy going (almost too much so in hindsight) and very laid back about most of her things.
The job only took 3 days with a small crew and there was no structure involved.
We put all the cleaned inventoried contents into a mini storage unit and gave the homeowner the key upon our completion of all content cleaning.
Travis had all the proper paper work signed before work started and all the proper paperwork signed at the completion ie: authorization to pay and certificate of completion.
Everything passed her inspections after cleaning and all was going very well.
Or so we thought…
About 4 days after we completed the job and had all final paperwork signed the homeowner decided to have a problem with a laptop. Claiming to have gotten black soot and smoke all over her hands after removing it from the storage unit that housed all of her cleaned inventoried contents.
She called her Insurance Agent and demanded that everything be recleaned and re-inspected.
You can imagine my shock when I got a phone call from the Contractor telling me all of this as I know how my crew cleans and the systems that I have in place to ensure that something like this doesn’t happen.
We have two quality control inspections that everything goes through to ensure that something like this doesn’t happen.
So I called the homeowner and asked her to tell me what she found. Once she was done I validated her concerns and let her know that I would leave the very next morning and personally come and inspect the entire storage unit full of contents.
She was shocked that I was so quickly willing to deal with the situation that she was taken aback. She asked for me to wait a day or so as she wanted to talk things over with her husband and Insurance Adjuster.
I found this a little odd for someone that was so concerned about her belongings but I said ok.
The next day I received a call from the Contractor again letting me know that the homeowner had changed the lock on the storage unit and she did not want anyone to access it unless she was there.
Very odd behavior I must say for someone that was so laid back just a week earlier.
You see she did not have a problem with any of the cleaning we did. She wanted a new laptop. Which was between her and her adjuster.
But as I have said many times before people can experience a very big range of emotions right after an insurance loss has occurred in their home. And the more efficiently you handle the paper work that will ward off potential difficult situations between you and your homeowner the smoother the job will go every time.
I was very happy to find out that as protocol all of our sign off sheets were signed and especially the authorization to pay and C.O.C that was signed the day after all cleaning was completed.
So we will be getting paid shortly by the insurance company directly and we skillfully avoided what could have been a very tough $$ situation.
I hope that by sharing this story with you that you will be a bit more careful and maybe thorough with your paperwork.