Complaints

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• Initial Complaint

  Date:21/09/2022

  Type:Service or Repair 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.

  On June 28, 2022 FXC inspections did an inspection on a property I had made an offer on. Overall the inspection was very thorough however, a significant issue with the plumbing system was missed and I was later made aware of the issue by two separate plumbers. The first plumber came with ******** water and he was from *** ********. He was appalled that the inspector had missed that a glycol box / system was not attached to the plumbing system. However, I didn’t get great impressions from this plumber so I also called ******** in town and had them come to give me an opinion but also to service my boiler etc as per the home inspection. He was also surprised that certain things like an overflow tube from the hot water tank was missed on the inspection but also that the glycol box was not hooked up and was missing from the system. I ended up paying $3500 for the plumbing costs and reached out to FXC to ask about this. I was told repeatedly that they had no short coming, denied any issue or wrongdoing, didn’t take any responsibility, did not want to work with me to find a potential resolution, and were very unprofessional.

  Business Response

  Date: 22/09/2022

  Thanks so much for the review ****.

  We always try to help our clients in every aspect. Our customer reviews will show that.

  I will clarify quickly again since your missing what I've said. The manuel for your system told us that what you did was not required for the system to function properly. I also saved all my correspondence and was very kind, i tried explaining why I would not cover your costs with photos included to where it says its not a requirement .

  Sorry this is not an issue we missed and would appreciate the review removed. Especially since you said we did a thorough job.

  Hope you have a fantastic week ****??

  Customer Answer

  Date: 22/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  Although having a glycol feeder into the closed loop system was not in the furnace manual, it is an important part of the plumbing system and its overall function. So, I believe that Fxc missed an important detail about the plumbing system and it is disappointing that two separate plumbers thought that this was a significant issue and were surprised that an inspector missed to comment on this. I am no plumber but this was the first thing both plumbers who came to my home noticed and commented on. As my plumber put it - although it's not part of code, it's quite an important part of the system. I am not sure why Fxc cannot admit that they overlooked this and failed to comment on this in my report and why they don't want to come to a mutual resolution - instead, it has been a very unprofessional interaction which has been defensive, argumentative, and accusatory. They even went as far as saying one of the plumbers (who I didn't end up hiring) was drunk when he tried to reach out to the home inspector - I would like to point out that I am a medical doctor and would not let someone who is drunk into my home to inspect the plumbing - I must say, it has been extremely unprofessional.

  I am a reasonable person, however, this oversight has cost me a significant amount and it was a surprise expense. If I had known about this at the time, I could have had the seller address this and/or negotiate prior to purchasing the home - that is why you pay for a home inspection. Even if FXC came back to me, admitted/apologized for the error and offered a partial refund, this would be resolved but the failure to admit of any wrongdoing or oversight has simply escalated this further and has shown their unprofessionalism and lack of customer service. 

  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 23/09/2022

  Thanks for your feed back.

  Well have to agree to disagree on this one. 

   

  Have a fantastic day ??