Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:23/10/2024
Type: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.
- Home Inspection completed prior to completion of sale December ****, 2023
- No issues were presented to me at the time of the inspection
- $****** invoiced for Inspection
- I purchased the home under the guise that this had no major issues, just standard homeowner repairs
- I took possession of the home February ****.
- Had a roofing company come out July **, 2024 to provide quote on the repairs when they informed me that there is damage to the roof sttucture and advised I would need a 2nd opinion
- Aug *, 2024 contractor for ***** Contracting came out for a roof inspection and told me the framing of the roof was in poor condition and should have been brought to my attention during the inspection as it was very obvious that the damage was pre-possession date. Paid $****** for this inspection
- home insurance will not cover the damages as the issue is pre-exisitng due to the structure of the roof being in poor condition and not caused by water or snow damage. Attached are texts from the insurance contractor and the decline for coverage letter
- Quote for structural repairs are $*** see attached
Business Response
Date: 25/10/2024
Thank you for reaching out. HouseMaster is a reputable company that cares about each of our clients and are here to help you sort through this concern. We have reviewed your report and found the home was inspected in winter and due to the snow cover the roofing was inspected from the ground using binoculars and no issues were observed. The following statement was included in your report under the Roofing Section: Element descriptions are provided for general information purposes only; the verification of roofing materials, roof age, and/or compliance with manufacturer installation requirements is not within the scope of a standard home inspection. Further to that point when inspecting the attic the inspector does not enter the area, rather he inspects the attic from the attic hatch only and no concerns could be found. Because the inspector couldn't fully see all areas he rated the roofing and the attic framing as Fair. The Report Terminology says Fair means - Element was functional at time of inspection but has a probability of requiring repair, replacement or other remedial work at any time due to its age, condition, lack of maintenance or other factors. Have element regularly evaluated and anticipate the need to take action. The limits of the inspection scope were also clearly laid out in the Home Inspection Agreement. We are very sorry to hear this has happened to you but for the above reasons, we must
respectfully decline any obligation or responsibility related to the roof damages. In closing, we regret that you feel that you were not
apprised of the concerns you have experienced; however, as you can see by
reviewing your Inspection Order Agreement and the Inspection Report, our inspections are limited in nature and cannot inspect inaccessible areas. We understand that this may not be the outcome you were hoping for so we invite you to contact our office directly to discuss this matter further. Thank you for your understanding.
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