One of the promises I make to all my clients after we close escrow is that I don't go away after closing. After the commission check is deposited into my checking account, I don't disappear. I will stay with my clients and help them forever, or until I kick the bucket, which first occurs.
I feel like I owe my home sellers and home buyers my experience, advice and assistance, even if it's something simple like who has the best sale on shoes in town. They know they can always call me, and I will respond. I don't know how other agents run their business, but this premise has worked well for me, and I believe I owe it.
Today a client called because she had leak in her living room ceiling. I suggested she call The Roof Doctors, because all the homes in Land Park that I suspect might have a problem due to an older roof get a paid roof certification from the seller. I insist on it. Not just any roofing company, mind you, but one that will still be in business when a problem occurs.
Mrs. Land Park home owner called me later to say she was afraid her ceiling was going to fall down and, being the weekend, she couldn't get in touch with anybody from the roof certification company. Getting a roof inspection is important in any escrow, but getting it certified for 2 to 3 years after closing is essential.
I put on my rain gear and walked over to their home. Sure enough, the ceiling in the dining room was leaking and a big puddle was forming overhead. They had a pasta pan on the table under the leak. Water dripped into the bucket and then bounced on the table. The first thing I said was "poke a hole in the ceiling and let the water drain into a larger container." We went out to the garage to find a larger receptacle and found the perfect thing -- a plastic storage container.
Then, I went into the attic with Mr. Land Park Home Owner. I cautioned him to walk gingerly on the studs and don't step in between. He poked around in the insulation and showed me the spot where he thought the leak was. He'd been poking around in that area all day looking for a leak but couldn't find it. That's funny. It wasn't anywhere near the spot I would have guessed. Because when I walked up the sidewalk tonight, I looked at the roof. The spinning vent was directly in the middle of the house. I was standing under the spinning vent, which meant the leak had to be to the right.
Sure enough, we looked to the right and low and behold discovered a huge pile of soggy insulation.
Mr. and Mrs. Land Park homeowner said they thought the seller might have mislead them and not disclosed this problem. Then, they thought maybe the home inspector missed it. Any of those suspicions could be true and might even be true, but I had another idea. This home had a new HVAC installed a few days before closing, and the the HVAC system was situated on the roof. I know that home inspectors routinely inspect the perimeters of an attic. And if the seller had repaired a leak, she might have no reason to believe it was going to continue to leak. I advised them to closely read their disclosures and transfer disclosure statement.
Sure enough, Mr. Land Park home owner crawled under the eaves and discovered there was water coming down the side of a pipe leading to the HVAC.
I realize it is not my place to crawl around in attics. I am also not licensed to give advice on home remodeling, home improvement nor home repairs, and I tell clients that. But sometimes you've got to do what you think is right for your clients. I couldn't leave these people to their own devices or they would be sitting in a home right now, trying to serve dinner on a dining room table that was continually splashed with water leaking from the ceiling.
What do you think is too far to go for your clients?
Photo: Big Stock Photo
The Short Sale, by Elizabeth Weintraub, from Archer Ellison coming in January 2009.
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Certified HAFA Specialist
My Sacramento Real Estate Listings
Elizabeth Weintraub is an author, home buying columnist for The New York Times-owned About.com, a Land Park resident, and a Land Park real estate agent who specializes in older, classic homes in Land Park, Curtis Park, Midtown and East Sacramento. Weintraub is also a Sacramento Short Sale agent who lists and successfully sells short sales throughout the four-county Sacramento area. Call Elizabeth Weintraub at 916.233.6759. Put 35 years of real estate experience to work for you. Broker-Associate at Lyon Real Estate. DRE License # 00697006.
The Short Sale Savior, by Elizabeth Weintraub, available at Amazon.com.
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Photo: Unless otherwise noted in this blog, the photo is copyrighted by Big Stock Photo and used with permission.
The views expressed herein are Weintraub's personal views and do not reflect the views of Lyon Real Estate.
Disclaimer: If this post contains a listing, information is deemed reliable as of the date it was written. After that date, the listing may be sold, listed by another brokerage, canceled, pending or taken temporarily off the market, and the price could change without notice. It could blow up, explode or vanish. To find out the present status of any listing, please go to elizabethweintraub.com.
It's such a fine line we walk. I always try to be the source for the source but never the source. Too many law suits that we've heard about and sadly that impacts how we're allowed to react. You did good by those people.
Hi Monika: It is a fine line. But sometimes I think you've got to do what you feel is best for your clients, and lawsuits be damned. Gosh, I hope my sponsoring broker isn't reading this. :)
Hey Elizabeth.
Seriously is there anything you can't do? You are a mega wealth of talent. I never realized all the major talent that came out of Minnesota.
Sincerely
Tom Braatz
Elizabeth - Your experience is really valuable to your clients. I'm sure they realize that... :)
Elizabeth, smart lady. We had a similiar situation. Yea the seller didn't know she hadn't lived there in years and the inspector missed it. He came back an fixed the roof and the damage in the living room.
Hi Tom: Sure, there are lots of things I can't do. I can't draw. I don't sing very well. And I can't run very fast.
Hi Debi: Do you do the same thing? I imagine you share with your clients after closing. You strike me as the kind of agent who would do that.
Hi Missy: I don't think this was an issue of the home inspector missing it, but if it was, he'll be called back out.
You are one inspiring and talented real estate agent. You made friends with this family for life. We hope. The bad thing is that perhaps 5 years down the road they decide to sell and even though they love you and admire you, their friend's daughter just got into real estate business. You can guess the rest.
Well, Barbara, I prefer not to take that approach because I stay in touch. I send postcards to all my clients at least once a month, too. I don't think they forget what I have done for them. At least I can hope.
Great job! I've had similar issues after closing and stepped up to the plate and helped my buyer get resolution on the problem. The issues actually had nothing to do with the disclosures or thoroughness of the inspection. The issues were related to a problem that developed after the new owner moved into the home. Fortunately we had a home warranty in place and that covered all the necessary repairs.
Hi Jon: I agree. It doesn't matter if the issues were a result of the purchase process itself or if something new has developed. I believe we owe it to our clients to try to help them. I'm glad to see that you do the same thing.
Elizabeth, I just got a call from people that purchased 8 years ago, and said the hot water tank is leaking, ...was there a warranty. The property is 22 years old and the tank is original. I am glad to help anyway I can, but some common sense please.
Elizabeth- I cross the line all the time. I tell people I "come with the house" and I usually do. I've washed dishes they forgot, let in carpet cleaners, furniture deliveries, heck I even divided a dead mans ashes once (half for his kids & half for the sister of wife who was also dead). I am not sure there is anything legal I could not be talked into doing for a client. Buyers usually are my "friends" in no time anyway.
Elizabeth - I have had clients call me about a problem they are having with their new home, and I try to help them. I don't want them to think that I don't care about them after the sale. :)
Hi Steve: Lots of people are clueless about home maintenance and repair. My sister, for example, would ask that sort of question. They just don't know.
Hi Tammy: Haha, yes, there is that line. That line at which point they are no longer clients but are friends.
Hi Debi: My clients know they can ask me any question at all, even non-related real estate questions, and if I can be of assistance, I will.
Elizabeth, I think poking a hole in the ceiling and then getting a roofer over there would have been sufficient. Going into most attics could be hazardous to your health. I would not want to do it with the homeowner for fear they might get injured.
But, you went above and beyond which is nice.
Yah, yah, I know Robert, but I do it anyway!