Complaints

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• Initial Complaint

  Date:21/05/2025

  Type:Customer Service 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 April 24, 2025, I hired *****er Inspection Services Inc. to investigate a persistent odour issue in my basement. I paid $342.00 for an inspection based on the understanding that some form of diagnostic process—such as infrared or thermal testing—would be used to help identify potential moisture intrusion or other causes. This expectation was based on the services described on the company’s website and through initial correspondence.
  The inspector, ***** *****, stated in follow-up correspondence that he spent an hour on-site. However, my doorbell camera footage shows that he was present from 12:35 PM to 1:03 PM—only 28 minutes. During this time, no specialized tools were used, and no written inspection report was ever delivered, despite the inspection agreement stating one would be prepared.
  Mr. ***** also verbally assured us during the visit that he would follow up shortly. However, he did not respond again until April 28 at 3:30 PM, four days later, after multiple emails and voicemails from us. Despite further attempts to clarify the issue and request assistance, including asking for a report and actionable guidance, his only advice was to contact a plumber for a smoke test.
  He later refused a partial refund and claimed the site visit fulfilled the service. However, this is not consistent with the contract (which states a written or oral report will be provided), nor with a reasonable standard of care expected for such a service.
  Additionally, I have phone logs showing that he never initiated any calls to me, despite claiming in emails that he would. I made multiple attempts to reach him via phone and email, with very limited and delayed responses.
  Due to the incomplete and substandard service, and the misrepresentation of both time spent and deliverables, I am requesting a refund of 50% of the amount paid: $171.00. I have supporting documentation including camera footage, email communication, call logs, and the signed inspection agreement to verify my claims.

  

  Business Response

  Date: 21/05/2025

  Thank you for the opportunity to respond to the complaint regarding the inspection conducted by *****er Inspection Services Inc. on April 24, 2025.
  
  
  Scope of Service Requested and Delivered
  
  
  The client, *****, requested a limited site visit—not a full home inspection. This distinction is critical. Our full home inspections, as advertised on our website, include comprehensive diagnostics, thermal imaging, detailed reporting, and are billed at a significantly higher rate than the $342 fee ***** paid. The service ***** received was a targeted consultation, priced accordingly, based on her concerns about a persistent basement odour and potential water intrusion.
  
  
  During the visit, our inspector, ***** *****, conducted a visual and olfactory assessment and determined that the issue did not appear to be moisture-related but was more consistent with a sewage gas leak, potentially connected to prior plumbing work. This assessment was shared verbally with the client during the visit.
  
  
  On-Site Time
  
  
  While *****’s doorbell camera shows a 28-minute duration, ******* on-site notes reflect a longer timeframe which included time reviewing exterior areas and performing analysis before and after entering the home. Regardless, the value of a consultation is not solely measured by the time spent on-site, but by the professional knowledge applied and the diagnostic insights offered—both of which were delivered.
  
  
  Use of Tools and Report
  
  
  No infrared or thermal tools were used, as the issue presented did not warrant their use and the service booked did not include such diagnostics. These are reserved for full home inspections or specialized thermal assessments, neither of which were requested or paid for.
  
  
  Regarding the report: the inspection agreement indicates that a verbal or written report may be provided depending on the scope. In this case, the findings were communicated clearly and verbally, and follow-up guidance was provided via email. When ***** later requested a written report, we asked for clarification on what she wanted included, to which we received no specific direction.
  
  
  Communication Timeline
  
  
  While there was a brief delay in email responses, we did respond within four days—well within reasonable timelines for non-urgent residential services on weekends. Multiple emails were reviewed and replied to thoughtfully. The assertion that ***** failed to initiate calls is accurate; however, the nature of the service and communication was handled primarily by email, as preferred by many clients for clarity and record-keeping.
  
  
  Refund Request
  
  
  We respectfully decline the request for a 50% refund. ***** received a professional consultation, expert input, and actionable advice to contact a plumber for a smoke test—a logical and appropriate next step based on the site findings. The value delivered exceeds the fee charged, especially given the limited scope and nature of the service she selected.
  
  
  We regret that ***** feels dissatisfied, but we stand by the quality, honesty, and professionalism of the service provided. As such, we consider this matter closed.
  
  
  Sincerely,
  ***** *****
  *****er Inspection Services Inc.
  
  

  Customer Answer

  Date: 21/05/2025

   I am rejecting this response because:
  
  
  Consumer Rebuttal (Final Update – Full Refund Requested):
  
  
  Thank you for the response, but I must respectfully and strongly dispute the company’s statements. The inspection provided by *****er Inspection Services Inc. on April 24, 2025, did not meet the standard of service I was led to expect, nor did it deliver the value represented in the contract and invoice.
  
  
  1. Misrepresentation of Services Promised:
  The invoice I received clearly states “thermal/moisture inspection,” and this language was never clarified or limited in any prior communication. The inspector, ***** *****, never used any thermal, infrared, or moisture detection tools. We hired him specifically to help us identify the source of a strong odor and rule out potential causes, such as water damage or mold, using proper diagnostics. None were used.
  
  
  ***** also promised during the visit that he would:
  
  
  Provide a written report
  Review the photos we sent after removing the floor
  Look into building permits to check prior plumbing work
  Contact the plumber on our behalf and help guide us based on the findings
  
  
  
  
  We sent everything within two hours of his visit. He failed to respond until April 28, four days later. After that, his replies were short and vague. When we finally received a message on May 8, nearly two weeks later, it was to ask what we wanted him to write in the report—a highly unprofessional response.
  
  
  2. Time On-Site – No External Inspection Conducted:
  ***** *****’s vehicle arrived at 12:32 PM and left at 1:04 PM, per our doorbell camera. He was on-site for exactly 32 minutes. He did not conduct any inspection before entering or after leaving the home, contrary to his claim. This short visit involved only a basic walk-through and speculation based on smell. He told us to rip up our newly installed floors and send photos—something we did promptly, to no avail.
  
  
  3. Significant Disruption and Emotional Stress:
  Following his advice, we removed flooring, relocated our home office, and lived in a home with a foul odor for weeks—expecting follow-up help that never came. We hired and paid plumbers at his suggestion, only to find that the issue was not plumbing-related at all, but a dead rodent in the wall—something that could have been identified earlier with proper diagnostic tools.
  
  
  Instead, we were left to figure it out ourselves after weeks of chasing vague replies.
  
  
  4. Lack of Follow-Up and Accountability:
  Despite saying he would call, Mr. ***** never once initiated a phone call. All calls and emails came from me. He missed multiple promised follow-ups and offered no accountability for the lack of resolution, tools, or the promised report.
  
  
  Conclusion – Requesting Full Refund:
  I am now requesting a full refund of $342.00 due to the failure to provide diagnostic inspection services, the misleading invoice language, the lack of professionalism, and the emotional distress and disruption caused over the past month. We did not receive the service we paid for or the support we were promised.
  
  
  I have documentation to support all claims, including emails, timestamps, doorbell footage, and the inspection agreement. I hope *****er Inspection Services will reconsider their stance and resolve this matter appropriately.
  
  
  Sincerely,
  ***** ******
  
  
  

  

  Business Response

  Date: 22/05/2025

  This is ridiculous, have a nice day, good luck with your life.