I didn't want to break the bad news to the customer

The owner was happy to pay for any repairs that needed to be done

I hate to be the person to break bad news to a customer. A couple of weeks ago, I was in charge of an installation job. A crew of 3 additional HVAC technicians and myself went to install a brand new heating and cooling system for a customer at the beach. While we were working on the heating and cooling system installation job, I checked the quality of the ductwork in the attic. I found a lot of significant problems including some holes, tears, and one section where the ductwork was completely detached. I had to tell the customer about the ductwork problems. I didn’t want to be the person to break the bad news, but it was my responsibility as head contractor on the heating and cooling insulation job. I just got some options with the owner of the beach house. I felt it was important to fix the problems with the ductwork while we were installing all of the new machinery. The additional fees to complete the ductwork repairs $2,000 by the time I was finished with the estimate. I expected the customer to become irate after hearing the quote and I was surprised by the response that I received. The owner was happy to pay for any repairs that needed to be done. She certainly didn’t seem to mind spending the extra dollars. The job took two days to complete, since we had to add the ductwork repairs. When we were finished, the entire HVAC system including ductwork was brand new and up to city code.
temperature control