The call

How to Handle a Seller Avoiding Specific Repair Questions on the Phone

When a seller evades questions about property repairs, it is usually because he or she either doesn't know the extent of the damage or is trying to hide it. Your job on the call is to uncover the truth without accusing him or her of anything.

November 6, 2026 · 4 min read

Why sellers avoid repair questions

Sellers avoid detailed discussions about repairs for several reasons. Sometimes, he or she genuinely lacks specific knowledge about the property's issues, especially with inherited homes or long-term rentals. Other times, the seller might be embarrassed by the condition of his or her house or concerned that revealing problems will drastically reduce your offer.

It's also possible he or she is trying to downplay significant issues to get a higher price. Your approach needs to be empathetic but persistent, aiming to understand his or her perspective rather than cornering him or her.

The goal is not to catch him or her in a lie, but to get a clear picture of the property so you can make an accurate offer. Remember, you buy the lead knowing there's a problem to solve, so expect these conversations.

Ask open-ended questions about history

Instead of directly asking, 'What's wrong with the roof?', try questions that prompt a story. For example, 'When was the last time any major work was done on the roof?' or 'Have you ever had any issues with the roof during heavy rain or snow?'

This encourages the seller to share his or her experience rather than give a simple yes/no. You might learn about past leaks that were 'fixed' or ongoing maintenance he or she has neglected. These details paint a picture of the home's history.

You can also ask about the general upkeep, like, 'How has the maintenance been over the last few years?' This can open up conversations about what has been neglected without directly implying fault. The more open-ended your questions, the more information you tend to get.

Focus on the seller's experience, not blame

When a seller is evasive, frame your questions around his or her experience living in the house. You might say, 'What are some of the things that have been challenging about maintaining the property?' or 'If you were staying, what would be the first few things you'd address?'

This approach shifts the focus from what he or she might be hiding to his or her personal perspective. It makes him or her feel heard and less defensive, which can lead to more honest disclosures. Avoid accusatory tones or making him or her feel judged about the property's condition.

Remember that your offer will account for repairs, so you need this information to be fair to both yourself and him or her. It's about problem-solving together, not inspecting over the phone. You're trying to understand his or her situation so you can provide a solution.

Use silence to encourage honesty

After asking a probing question about repairs or maintenance, resist the urge to fill the silence. Let the seller process the question and formulate his or her answer. Often, he or she will feel compelled to elaborate if you give him or her the space to do so.

A short pause can often lead to more detailed and honest information than rapid-fire questioning. It signals that you are listening and truly interested in his or her response, not just moving through a checklist. This tactic requires patience, but it often pays off.

If the silence stretches too long, you can gently prompt with, 'Take your time,' or 'No worries, just trying to get a full picture.' This reinforces that you are calm and patient, making him or her more comfortable opening up. For more on initial calls, see /learn/first-call-with-a-motivated-seller.

Prepare for the property visit

Understand that you might not get every detail over the phone. The call is for qualifying and building rapport, not a full inspection. If the seller remains vague, acknowledge that you'll get a better idea during a property visit. This manages expectations for both of you.

You can say, 'I appreciate you sharing what you can. I'll be able to give you a much more accurate offer once I've had a chance to walk through the property myself.' This pivots to the next step while validating his or her input.

Even if you only get general information, that's enough to decide if a visit is worthwhile. The visual inspection will fill in the gaps. Your ability to work the lead effectively depends on getting him or her to that next stage. For more on working leads, check out /how-to-work-your-leads.

Questions people ask

What if the seller genuinely doesn't know about repairs?

That's common. Acknowledge his or her honesty and explain that your visit will help you assess things. Focus on his or her motivation and how you can help, rather than dwelling on the unknown repairs. You want to understand his or her overall situation. For more on seller motivations, see /learn/what-is-a-motivated-seller-lead.

Should I push harder if I suspect he or she is hiding something?

Pushing too hard can shut him or her down. Instead, rephrase your questions, use silence, and focus on empathy. If you still suspect something, note it for the property visit and factor it into your due diligence. You are trying to build trust, not break it.

When do I bring up the property visit?

Bring it up once you've established some rapport and understand his or her basic motivation. Position it as the next logical step to get him or her the most accurate offer, not as a way to expose problems. You can explain that it helps you finalize your assessment of the property's condition. You want him or her to text back, and then set the appointment. Learn more about how to respond to seller texts at /learn/how-to-respond-to-a-motivated-seller-text.