Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was unable to respond to the complaint. The system did not allow me to. I am not satisfied with the businesses attempt to fix the issue. What do I need to do at this time? I told him the home was being sold by a fix and flipper and he says “oh I don’t like those”. When the report was delivered it was missing a list of items. I called the owner and he assured me he would get it fixed and sent over to me, he told me they forgot to add those things. I NEVER received the updated report.
  
  Fast forward we moved into the house, 2 days later we had a complete sewer backup, the water heater stopped working, we noticed 4 leaking valves, shower knob downstairs doesn’t work, roof has hail damage, holes in window screens, water softener doesn’t work, furnace needs work and garage door and gutters are hail damaged! These are huge issues that the inspector overlooked and now we are stuck with literally thousands of dollars in repair costs. An insurance adjuster did a random inspection on the home and has questions about whether to insure the house fully… I contacted the inspector and he made excuses, did not want to help us. Poor business practices

  

  Business Response

  Date: 01/02/2024

  I am the owner of 12 Point Home Inspection LLC.  This claim is in regard to an inspection that was completed by ***** who also helps with the company.  On the date of the inspection the client stayed in the kitchen during the course of the inspection.  I received a call from ***** in regard to the Heating system.  I advised him that as it was an electric furnace we were unable to inspect the flames as it was all internal and to explain that to the client.  He brought the client to the basement and explained this to her. These units run high current and entering them is dangerous and we are not an HVAC contractor.  He advised her to contact a HVAC contractor for and inspection if she was worried about the system.  

  As the rest of her complaints about items missed I have attached a copy of the report in which no hail damage was found to the roof as shown by a picture of the roof.  Any hail impacts to the gutters or garage doors would be cosmetic in nature and something that we do not note on our inspections.  The torn screens are handled the same as this is an item that is easily seen by walking around the property.  Drake does not recall advising them the doors and gutters were new.  

  The Hot water tube from the TPF valve was noted in the report in Red as a safety hazard. The home inspection standard only require a random sampling of outlets throughout the home.  As a company we test two per bedroom is we have access to them and more in larger rooms like living rooms.  

  As for the leaking valves we often do not know the past of the home as like if the water has been on or off for any period of time prior to our inspection.  The report found a p trap that was leaking in one of the rooms but not valve leaks.  

  She did reach out to me several days after the inspection about things that were missed during the inspection.  She kept referencing Drake's age and that he didn't know what he was doing.  She asked for things to be added to the report and I advised her I would review the report and see if any changes needed to be made.  This call was before she closed on the home.  Drake and I visited about the inspection and reviewed the report.  I proof all reports that leave our office as the owner and we came to the conclusion that no amendments needed to be make. 

  Drake received a call later from her where she was very upset and was not calling to listen but to tell him how horrible he was and that his inspection was horrible.  He remained professional thoughout the entire call and she hung up.  

  They next time we saw something was wrong is when she posted on the Furnace Co. Nebraska page on Facebook speaking poorly our ****** 12 Point and the Realtor.

  In closing I want the BBB to know that these inspections are purely a visual inspection and we can only see the surface of the interior and exterior of the home.  He are not to move personal property to gain access to areas of the home and we do not scope sewers and due functional tests on water softeners.  We completed the inspecction to the best of our ability and do not feel we should reimburse our inspection fee as we completed the work requested.  She claims the agent hired us but she signed an agreement with 12 Point Home Inspection.

  If there is anything else the BBB needs please feel free to reach out.  

  PS. I never received notification of the complaint until the 29 of December. 

  

  Business Response

  Date: 01/10/2024

  The client received the pre inspection report that is attached and e-signed on the 30th.  She had a day to review it as well as a day and a half to call me in regard to any questions about the contract or the inspection.  We did not hear from her. The language in the contract is very clear and concise about what we do not inspect and how to handle any disputes.  The agent is not in charge of hiring us but gives recommendation of inspectors only.  The client is responsible for signing the agreements and discussing payment for said inspection.  

  The client did contact me on 11/3 and request that we add several things to the inspection.  These items consisted of a few small electrical issues that would have been yellow advisories on my report and recommended to have repaired by the client and not the owner.  If these items were enough to not go through with the purchase, then she was aware of them and my report would not have changed that.  

  No where in our communication with the agent or client was an HVAC professional requested leading up to the inspection.  My inspector has apprenticed over 60 inspections and has more experience than a large majority of the inspectors in the state as well as I review and submit every report that leaves my office.  

  I have not seen any information from the client in regard to damages to the structure or mechanical systems that could have been anticipated by a home inspection performed by myself or any of my peers in the industry.  There is no way to test a hot water heater.  The furnace is an electrical shock hazard as it is an electric furnace and that warning is on all of these style units.  We also brought that to her attention on the inspection as I had received a call from ***** during the inspection and he advised her of this. We do not inspect sewer systems as we are not insured to complete this work.

  On 11/18 she contacted my inspector and made no requests.  She berated him over the phone and yelled about how bad the home was and that she would not have purchased it if she would have know all these issues were going to arise.  She gave him no chance to respond and hung up.  

  The next contact I received was from some of my clients in the Furnace Co area as she had blasted my inspector and the realtor for the work and several people reached out on this post and agreed with her.  There were also several of my past clients that responded on our behalf all though I requested that they not.  

  I am at a loss for how to settle this as I do not feel she will ever be satisfied and I can not refund every client that doesn't agree with my report or has issues after purchasing a home.  Unfortunately home inspections are a snap shot of a homes condition as we are there for a short time and really under real living conditions as most or vacant.  

  I would be curious to see what items in the home failed and the cost involved as well as when they failed.  Many items in homes fail after being vacant for a period of time.  This is a proven fact and unfortunately a part of the home buying process.  

  Regards,

  ***** *******