In my contract I have it written that if you call us because of something you think we did that is causing a problem or needs fixing, we will fix it free of charge if it was a problem created by us. I am sure we all have something along the same lines written and if anyone says they have never had a call back its because they constantly change their phone numbers and business names.
Anyways, recently a lady had contacted me saying her roof was leaking right above her back patio door. This was a roof with a slight 1/12 pitch. We used GAF liberty cap and base sheet since she did not want to pay rubber. Anyways, there was no gutter on this area when we did it but the previous roofers but down Drip Edge along the rake in order to make it more appealing. Anyways, when we arrived we had noticied the had a gutter installed and instead of putting the gutter under the Drip Edge, or even better just replacing it with gutter apron they hung it below the Drip Edge.
Basically the water was running off the roof and BEHIND the gutter instead of into the gutter. I had my break and the metal with me and told them since it was nothing we did, we will have to charge for the trip charge and material. They refused to pay the fee so I left.
When I got into the office I then sent them an invoice for the price of the trip charge. Would you guys have handled the situation the same way? I think they were looking for free work and were trying to pull one over on someone who actually knows what they were doing.
Any thoughts on how this couldve been handled differently or if I did it right? I am always looking for ways to become a better business man and company owner. Thanks for the input.