The call

What to do when a seller mentions a specific, complex repair issue on the phone

When a seller brings up a complex repair issue on the phone, your immediate goal is to listen, acknowledge, and gather more details without committing to solutions. This helps you understand the true extent of the problem and its impact on the property's value.

October 28, 2026 · 3 min read

Listen actively and acknowledge

When a seller mentions a complex repair, like a cracked foundation or a failing septic system, resist the urge to interrupt or offer immediate solutions. Your first job is to listen carefully. Let him or her fully explain the issue, how long it has been a problem, and what, if anything, has been done about it.

Acknowledge his or her statement with phrases like, "I understand that sounds like a significant problem," or "Thank you for being upfront about that." This builds rapport and encourages the seller to share more, which is crucial for your due diligence.

Ask probing, non-committal questions

After acknowledging, ask open-ended questions to gather more information. For instance, "When did you first notice that?" "Has anyone looked at it, like a contractor or engineer?" "What did he or she say about it?" "Do you have any reports or estimates?"

The goal is to understand the history and severity without agreeing to fix it or implying that you will pay for it. You are simply gathering facts to inform your assessment. Avoid questions that could be interpreted as you taking responsibility.

Avoid immediate diagnoses or solutions

Do not try to diagnose the problem over the phone or offer hypothetical solutions. You are not an inspector or a contractor at this stage. Any speculation on your part could set unrealistic expectations for the seller or undermine your eventual offer.

Maintain a neutral, professional tone. Your role is to understand the situation, not to solve it on the spot. If the seller pushes for an immediate assessment, gently explain that a thorough evaluation would require a property visit.

Connect the repair to seller motivation

Often, a complex repair is a significant factor in a seller's motivation. He or she might be overwhelmed by the cost, the hassle, or simply not have the resources to address it. This is a critical point to uncover. Ask, "How has that issue affected your decision to sell?" or "What challenges has that presented for you?"

This helps you understand if the repair itself is the primary driver for selling, or if it is one of several factors. A major repair can make a seller eager for a quick, as-is sale, which aligns with your business model. This initial call with a motivated seller is key to understanding his or her needs, as explained at /learn/first-call-with-a-motivated-seller.

Explain your "as-is" buying process

Clearly explain that you buy properties in their current condition, "as-is." This means the seller does not need to worry about making repairs before the sale. This is often a huge relief for someone facing a complex, costly issue.

Frame it as a benefit to him or her: "The good news is, we buy houses exactly as they are. You would not need to spend any money or time fixing that." This sets the expectation that the repair is your problem, not his or hers, after you close.

Set expectations for next steps

After discussing the repair, outline the next steps. This will likely involve a property visit to assess the condition in person. Explain that this visit is necessary for you to formulate a fair cash offer.

Say something like, "To give you an accurate offer, I would need to see the property firsthand and understand the full scope of that issue. Would it be possible for me to schedule a brief walk-through?"

Questions people ask

Should I try to estimate the repair cost on the call?

No, avoid estimating repair costs over the phone. You cannot accurately assess the issue without seeing the property, and guessing can lead to misaligned expectations.

What if the seller exaggerates the repair?

Listen calmly and ask for details. Your property visit will confirm the actual condition. Do not challenge his or her description directly on the call.

Can I use the repair issue to immediately offer a lower price?

Focus on gathering information. While the repair will impact your offer, your priority on the call is understanding the situation and the seller's motivation, not negotiating price yet.

What if the seller does not know anything about the repair?

That is common. Note it, and explain that your offer will reflect the uncertainty and potential costs of unknown issues, which is why an in-person assessment is important.