When Things Go Wrong: How We Handle Crawl Space Mistakes
Introduction
When Something Goes Wrong - We Fix It
QUALITY REPUTATION IS BUILT UPON QUALITY WORK
Let me be straight with you - if any contractor tells you they've never made a mistake, they're not being honest.
In six years of running Crawl Logic, we've built a near-perfect record of quality work.
But recently, we hit a bump in the road.
Instead of hiding from it, I want to tell you exactly what happened and how we handled it.
Why am I sharing this?
Because I believe you deserve to know how a company acts when things don't go perfectly.
It's easy to talk about quality when everything's going right.
The real test is what happens when something goes wrong.
The Situation
Here's what happened: We tried out a new crew at our Chattanooga location. At first, their work seemed okay. But then we discovered they were taking shortcuts - the kind of shortcuts I started this company to prevent.
They rushed through the encapsulation, did poor drainage work, and skipped important steps in the process. For someone who might not crawl under their house regularly, these problems might not be obvious right away. But I knew as soon as I saw it - this wasn't up to our standards.
This is exactly why I still check jobs personally. When I found these issues, I didn't waste time making excuses. I got in my truck and drove three hours to Chattanooga to fix it myself.
That crew? They're not with us anymore. We'd rather lose workers than lose our reputation for quality.
Our Response
As soon as we found the problems, we called the customer. No dodging, no excuses. I told them exactly what we found and promised to make it right. Some companies might block the customer's number or drag things out for weeks.
That's not how we work.
Instead, we:
- Scheduled the fix immediately
- Added a free sump pump
- Included electrical work at no cost
- Set aside five full days to do it right
- Had me, the owner, personally handling the work
Making It Right
I'm not afraid to get my hands dirty - actually spent my first two and a half years doing every job myself. So here I am, three hours from home, crawling through mud and digging trenches.
We're completely redoing the encapsulation, fixing all the drainage issues, and adding extra features at no cost to the customer.
When we say we're making it right, we mean it. This isn't just about fixing mistakes - it's about turning this into a success story. That means going above and beyond to make sure the customer ends up with something even better than what they originally paid for.
Learning and Growing
This situation taught us some important lessons. We need to be even more careful about who we trust with our reputation.
Those crews might have done okay work at first, but "okay" isn't good enough for Crawl Logic customers.
We've already made changes to prevent this from happening again. Better crew vetting, more frequent checks, and stricter quality controls.
But most importantly, we're sticking to what made us successful - treating every job like it's being done at our own home.
Why This Matters
Here's the thing about crawl space work - anyone can look good when everything goes perfectly. But the real measure of a company is how they handle problems. Do they hide? Make excuses? Blame others? Or do they step up and make things right?
In Middle Tennessee, your home is probably your biggest investment. You deserve a contractor who will stand behind their work, no matter what. Not just when it's easy, but especially when things get tough.
Look, we're not perfect - nobody is. But here's what I can promise you:
- If there's ever a problem, you'll talk to me directly
- We'll handle issues quickly - no runaround
- We'll make it right, whatever it takes
- Your satisfaction matters more than our profit
And remember - this is our first redo in six years of business. That's because we usually catch problems before they happen.
Having the owner check every job isn't just a sales pitch - it's how we maintain our quality.
Ready to Work with Someone Who Stands Behind Their Work?
It's not just something I say - it's how I run my business. What I found in Burns today is exactly why I'm so passionate about proper crawl space work.
Sure, you might save a few bucks upfront going with the cheapest bid. But is it worth risking thousands in repairs down the road?
If you're worried about your crawl space or want to make sure work was done right, give me a call. I'll come out personally to take a look. No sales pressure, no commission-based pitches - just honest assessment from someone who cares about doing things right the first time.
And remember, when it comes to your home's foundation, cheap work isn't a bargain - it's a future expense waiting to happen.
