Pre-Existing Damage Protocol Reference

Why this matters

Customer's home has pre-existing damage when you arrive. After your work, customer sometimes claims you caused it. Without documentation, you may be blamed. The tech who documents protects both parties. This is the field card.

What pre-existing damage looks like

Common types:

• Scratches on walls, floors, fixtures
• Dents in cabinets, appliances
• Cracks (drywall, tile, concrete)
• Stains (carpet, walls, ceilings)
• Worn / damaged hardware
• Customer's previous repair attempts
• Pet damage

Sometimes obvious; sometimes subtle.

Why documentation matters

Without documentation:

• Customer's word vs yours
• Customer often "wins" disputes (perception)
• Reputation damage
• Sometimes financial cost

With documentation:

• Clear evidence
• Customer accepts pre-existing
• Trust maintained
• Disputes prevented

When to document

Always:

• Working in customer's home
• Major work
• Multiple visits
• Customer not present (sometimes)

Especially:

• Customer's home appears worn
• Visible damage
• Sensitive areas (kitchen, bathroom, living)
• Any work that could be questioned

How to document

Photos:

• Wide shot of room / area
• Close-up of specific damage
• Multiple angles
• Date stamped (phone metadata)

Video (sometimes):

• Walk-through of work area
• Captures more than photos
• Customer can review

Written notes:

• Brief description of damage observed
• Customer's acknowledgment if possible
• Tech's signature + date

Customer signature:

• On photos / form
• Confirms pre-existing
• Strong evidence

Customer's involvement

Best practice:

• Walk through with customer
• Point out pre-existing damage
• Customer acknowledges
• Document both verbally + visually

Customer's response varies:

• Some helpful + acknowledge
• Some defensive about home condition
• Some don't care

Don't be judgmental:

• "I want to make sure we both know what's there before I start"
• Professional tone
• Customer's home, customer's concerns

Specific scenarios

Customer's hardwood floor scratched:

• Photo BEFORE work
• Document
• After work compared
• No new damage attributable

Customer's wall has hole:

• Photo
• Note
• Customer's existing knowledge

Customer's cabinet damaged:

• Photo
• Customer's prior knowledge
• Documented

Customer's tile cracked:

• Photo
• Customer's awareness
• Documented

During work

Continue documentation:

• Work in progress
• Conditions encountered
• Changes made

End of work:

• Photo of completed work
• Photo of area condition
• Compare to start

When damage occurs during your work

Sometimes happens:

• Slip + dent
• Tool drops + scratch
• Equipment shift + crack

Honest response:

• Acknowledge immediately
• Show customer
• Apologize
• Discuss resolution
• Don't hide

Customer disputes after work

Customer claims you damaged something:

• Reference documentation
• Compare photos
• Pre-existing vs new

If documented as pre-existing:

• "We documented this before work; here's photo"
• Customer acknowledges (sometimes)
• Sometimes still disputes

If undocumented + you didn't cause:

• Harder to defend
• Sometimes have to address
• Lesson for future documentation

What constitutes "damage"

Tech's perspective:

• Damaged before you arrived = pre-existing
• Damaged during your work = your responsibility
• Damaged by your work indirectly = sometimes your responsibility

Customer's perspective:

• Anytime "new" damage discovered = your fault
• Even if you can't have caused
• Sometimes hard to convince

When customer is unreasonable

Some customers:

• Blame for clearly pre-existing
• Demand compensation
• Threaten reviews

Response:

• Documentation referenced
• Calm explanation
• Manager involvement
• Sometimes you accept (relationship value)
• Sometimes stand firm (truth)

Insurance involvement

For significant damage:

• Customer's homeowner's insurance
• Your business liability insurance
• Adjuster involvement
• Documentation critical

Photo retention

Keep photos:

• At least 1 year (most disputes resolve)
• Sometimes longer (warranty period)
• Service software ideal

Tools

Phone camera:

• Almost everyone has
• Convenient
• Phone metadata = date stamp

Service software:

• Some allow photo upload
• Customer can access
• Documented in their record

When customer's home is high-end

Premium homes:

• More careful documentation
• Customer expects perfection
• Less tolerance for damage
• Cost of replacement higher

Extra care:

• Protection during work
• Documentation thorough
• Cleanup precise

Customer's reaction to documentation

Most customers:

• Appreciate professionalism
• Understand documentation purpose
• Cooperate

Some:

• Defensive about home condition
• Reluctant to acknowledge damage
• Refuse to sign

Adapt:

• Photo anyway (without signature)
• Document refusal in service notes
• Continue professionally

Common pre-existing damage by area

Kitchen:

• Cabinet dings
• Floor wear
• Countertop scratches
• Appliance dents
• Sometimes water damage

Bathroom:

• Tile cracks
• Grout staining
• Fixture wear
• Sometimes mold

Living areas:

• Wall scuffs
• Floor wear
• Furniture wear

Basement / utility:

• Concrete cracks
• Stored item damage
• Wear from use

Outdoor:

• Paint wear
• Yard wear
• Sometimes property line issues

Customer's protective measures

Some customers:

• Cover floors
• Move furniture
• Designate work area

Help them:

• Suggest precautions
• Use your protective materials
• Customer feels respected

Cleanup vs damage

Distinction:

• Cleanup: customer's pre-existing dirt
• Damage: physical harm

Don't confuse:

• Dirty floor pre-existing
• Scratched floor different

When pre-existing affects your work

Sometimes:

• Pre-existing damage in your work area
• Affects how you work
• Sometimes prevents your work

Communicate:

• Customer aware
• Solution discussed
• Customer's choice

When customer isn't present

Documentation more critical:

• Comprehensive photo
• Notes
• Customer reviews on return

Customer's trust higher:

• Don't disappoint
• Documented evidence

Specific industry concerns

Plumbing:

• Walls + floors near work
• Pre-existing moisture
• Cabinet damage from prior leaks

Electrical:

• Wall damage around outlets
• Fixture damage
• Sometimes hidden behind wallpaper

HVAC:

• Floor damage in equipment area
• Wall scuffs
• Customer's stored items

Roofing:

• Yard damage
• Driveway oil stains (your truck)
• Adjacent buildings

Cleaning:

• Tile cracks
• Carpet wear
• Furniture wear

Carpet cleaner:

• Pre-existing stains documented
• Tack strip condition
• Sub-floor visible

Customer education

During walk-through:

• "Just want to make sure we both know what's already here"
• "I'll be working in this area"
• Customer's awareness

Sample walk-through script

References

• Customer service business standards
• Insurance liability guidance
• Manuall internal: Customer Property Protocol, Customer Photo + Video Policies