My First Customer, Six Years Later: How We Handle Warranty Work
Introduction
Six Years of Trust
WHAT HAPPENS WHEN YOUR FIRST CUSTOMER BECOMES FAMILY
You never forget your first customer.
For me, that's Mr. Doug.
Back in June 2019, when Crawl Logic was brand new, he trusted me to encapsulate his crawl space.
This week, I'm back at his house replacing his dehumidifier under warranty.
This story matters because it shows you exactly how we handle things when equipment fails - and why that matters for your home.
Here's the thing about warranty work: a lot of companies make it complicated.
They mark up parts, charge extra fees, find reasons why things aren't covered.
We do it differently.
Mr. Doug paid what I paid for his new dehumidifier and condensate pump.
That's it. No markup. I installed everything for free.
That's how warranty should work.
The Original Installation
June 2019 was a big month for me. I was starting my own business after years of working for the big corporate companies. Mr. Doug was taking a chance on someone new, someone without a long track record as a business owner. That kind of trust means everything.
He wanted a Santa Fe dehumidifier for his crawl space. Now, Santa Fe wasn't my first choice - even back then, I was learning that AprilAire units performed better. But it was his home, his decision, and I respected that. We installed his complete encapsulation system with the Santa Fe unit he requested.
Six years later, that encapsulation still looks perfect. The plastic is clean, everything's sealed up right, no issues at all. That's what quality installation looks like over time. But the dehumidifier? That's a different story, and it's exactly why I recommend AprilAire now.
Six Years of Service
Part of what we do at Crawl Logic is annual maintenance. Every year, I've been out to Mr. Doug's house to service his dehumidifier. Clean the filters, check the components, make sure everything's running right. Over six years, that's seven service visits total.
This isn't just about keeping equipment running. It's about building a relationship. Mr. Doug knows he can call me anytime. I know his system inside and out. That's the difference between being a vendor and being someone's trusted crawl space guy.
During those visits, I got to see how the Santa Fe performed over time. I learned what held up and what didn't. That hands-on experience over years is exactly why I can tell you with confidence what works and what doesn't.
When Equipment Fails
A few weeks ago, Mr. Doug called. His dehumidifier wasn't working right. After six and a half years of service, the Santa Fe had finally given out. Now, that's not a terrible lifespan for a dehumidifier, but it's also why I prefer AprilAire units - they typically last longer.
Here's what most homeowners don't realize: even good equipment eventually fails. It's not about if, it's about when. And when it does fail, you find out real quick what kind of company you're dealing with.
Some companies make warranty claims difficult. They'll find reasons why it's not covered, charge you diagnostic fees, mark up replacement parts. That's not how we do things.
Our Warranty Approach
When Mr. Doug's unit failed, I told him straight up: we're replacing it under warranty. He'd pay exactly what I pay for the new AprilAire E70 dehumidifier and the new condensate pump. No markup. Then I'd come out and install everything for free.
That's our warranty policy: cost-only parts, free labor. Mr. Doug got an invoice showing exactly what I paid for both components. That's what he paid. Nothing more.
And this time, we're going with an AprilAire E70 - the unit I wish I'd recommended back in 2019. With this replacement, his five-year warranty starts fresh. So now he's covered for another five years, giving him 11 and a half years of total protection from the original installation.
I'm also going to disassemble his old Santa Fe unit and look at how the mechanical components held up. That's the kind of real-world testing that helps me give better advice to future customers.
Why AprilAire Now
After servicing that Santa Fe for six years, I can tell you exactly why I recommend AprilAire 98% of the time now. It's not just about brand loyalty - it's about what I've seen hold up in real crawl spaces over real time.
AprilAire units are built different. Better components, more reliable performance, longer lifespan. When you're responsible for maintaining these systems year after year, you learn what's worth installing. That's why Mr. Doug is getting an E70 this time around.
The best part? I stand behind AprilAire completely. When I recommend something, it's because I've seen it perform. And if it does fail, I'll replace it the same way I'm replacing Mr. Doug's unit - at cost, no markup.
The Ripple Effect
Here's what happened after Mr. Doug trusted me in 2019: his neighbor saw the work, called me for his crawl space. Then a few more homes in the neighborhood. That's how real businesses grow - not through flashy ads, but through neighbors talking to neighbors.
Mr. Doug taking a chance on a brand new business created opportunities I couldn't have bought with any amount of advertising. Trust spreads when you do things right. People notice when you show up year after year, when you honor your warranty without making excuses.
What Real Warranty Means
The crawl space industry has a warranty problem. A lot of companies offer warranties that sound great on paper but get complicated when you actually need them. Fine print, exceptions, markup on parts, labor charges - it adds up fast.
Our approach is simple: if equipment fails during the warranty period, you pay what we pay for replacement parts. We handle the labor. No games, no surprise fees. Annual service is included to keep everything running right.
This costs us more in the short term, sure. But Mr. Doug has been our customer for nearly seven years. That's worth more than marking up one dehumidifier replacement.
Ready to Experience Real Service?
Whether you need a new crawl space encapsulation or service on an existing system, we approach every customer the same way we've treated Mr. Doug - with honesty, transparency, and long-term commitment.
Our warranty isn't just words on paper. It's a promise backed by real action. Annual service keeps your system running right, and if something fails, we make it right at our cost.
Give us a call to schedule an inspection or service visit. We'll document everything, explain your options clearly, and stand behind our work for years to come.
