Complaints

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• Initial Complaint

  Date:01/10/2025

  Type:Product 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.

  An Inspection report shall describe and identify in written format the inspected systems, structures and components of the dwelling and shall identify material defects observed. Inspection reports may contain recommendations regarding conditions reported or recommendations for correction,monitoring or further evaluation by professionals. The inspection was done on 12/10/24. They missed significant issues that potentially impact our health and wellbeing. They did not note the fact the well cap was broken and needed repair due to possible contamination into well. The water was black gray and smelled like rotten eggs. We were told by plumber after purchase not to drink or use water in the dishwasher as it will potentially be harmful and could cause the dishwasher to smell like rotten eggs. They didnt check the hot water tank anode rod which needed replaced. They did not inspect the water softener nor did they notify us of the black water and rotten egg smell. The company reported they would never share that information with a homeowner. We were counting on them to be our eyes and ears and we have since spent over $10000 for items that were not addressed or commented on by them. We would have walked away from the sale if we had known the cost involved. The well cap bolts werebrokenandnot noted. The roof vents that were replaced had metal placed overthem instead of wood so when you walk on the roof it is not protected. also not noted. They want us to remove the ****** and yelp reviews and sign a form that eliminates liablitliy from the. The inspection was to big to attach. Can providelater.

  

  Business Response

  Date: 01/10/2025

  I hope this message finds you well. I wanted to follow up regarding your request for a refund and the recent reviews youve posted on ****** and Yelp.
  
  As previously discussed, we are willing to issue a full refund as long as you sign a waiver of release and remove the negative reviews, which is standard practice in our industry for situations like this. Our insurance company requires this waiver, as we cannot process refunds without it. We are committed to ensuring the matter is handled fairly and professionally, but it is important that the terms of the agreement be adhered to.
  
  Weve reviewed all relevant documentation and would like to clarify a few key points:
  1. Inspection Scope: As per the inspection agreement you signed, our scope of work was clearly outlined. Our inspections are visual only, and we are not responsible for identifying hidden or inaccessible issues, such as a buried tank, which falls outside of our inspection protocols. We also do not conduct invasive inspections or dismantle units, such as the water heater or anode rod, as this is beyond the scope defined in the agreement.
  2. Well Water Concerns: You raised concerns about the smell in your well water. At your request, we conducted a limited arsenic test, which was the specific test requested. While we do not perform comprehensive water testing beyond arsenic without prior agreement, we did offer additional water tests that you could have chosen from our available options. As of now, we have not received any additional documentation or receipts from licensed contractors to substantiate further concerns or repairs that may have been made. The only receipt weve received is for a $525 expense related to the water smell, but this not something we comment on as it can be opinion based.
  3. Previous Inspections: Weve had the privilege of working with you before on a different property, and we were pleased that you were satisfied with that service. We would have hoped for a similar outcome this time, and we remain committed to resolving this matter in a fair and transparent manner.
  
  We understand that you may have some lingering concerns. We remain open to discussing any additional details or clarifications that you might need. However, it is important to note that as of now, the refund offer is still contingent upon the removal of the reviews and signing the waiver of release.
  
  To ensure a fair resolution, please review the attached inspection report, the signed agreement, and the scope of our services. If youd like to move forward, kindly let us know, and we can finalize the process.