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:03/17/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the photo evidence is enough to show the business did not visually inspect the pipe. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/17/2025

  Hello, thank you for bringing this matter to my attention. I have reviewed **** *******’ complaint thoroughly and have the following response;
  I completely understand her frustration; surprises at home like this are not usually welcomed and the unexpected can be very upsetting. I hope she can come to realize that I did my best to discuss this matter with her in person on Home Inspection day and also reported on this matter in her Home Inspection Report, and advised in writing that action be taken. **** ******* contacted me on March 13, 2025 stating that there is 22ft of propane lines in need of replacement at her home at a cost of $2000. I performed a home inspection for her at this home on November 12, 2024. I replied offering assistance and advice, including reminding her of notes I listed in her Home Inspection Report regarding a very strong propane odor and advising also in her Report to consult a licensed plumber to further assess and check/test for propane leaks and remedy as needed to prevent related hazards. This note in her Report is clearly stated and highlighted in yellow on the Report Summary which is at the beginning of the Report, as well as listed in the PLUMBING section of her Report. According to **** *******’ complaint, her water heater was replaced when she moved into the home, admittedly based on my advice I noted in her Report also. I have attempted to discuss this with her several times by phone, text, and email however have not been able to hold a constructive conversation. She has threatened legal action as well as threatened to blackmail me by posting slanderous statements online. All of the above information can be found within communications I have provided here in attachments. Additionally, regarding her complaint, I vehemently deny having ever lied to her about these propane lines or about anything else. I am in good standing with local State and national authorities and organizations and have never had a BBB complaint filed against me after having completed thousands of other inspections. I am not disputing that she was told 22 ft of propane lines require replacement. That very well may be the case. The fact is that she was made aware of a potential issue with the propane in November 2024, it was clearly noted in her Home Inspection Report, and according to her work has been performed at, for, or on her water heater since that time, and she now has an issue with propane lines. I’m hopeful this matter is resolved to conclusion now having explained the situation, and I truly wish her all my best moving forward.

  

  Business Response

  Date: 03/18/2025

  Thank you for this correspondence. Regarding this matter, I have provided pages from **** *******’ Home Inspection Report from the inspection I performed on November 12, 2024 that clearly identify that I advised having a licensed plumber further assess and check/test for propane leaks due to a strong odor that was present on that day. **** ******* had the opportunity to consider that information and act accordingly. Four months later, on or about March 13, 2025 she admittedly heeded that advice and had a propane company check for leaks and according to her the company did find leaks. Also admittedly, she had her water heater replaced upon moving into the home; this work should be performed by a licensed professional who is insured and who provides work orders including license number and relative business info, and a receipt. If it was not performed by a licensed professional, then it is possible that it was performed with inadequate attention to the water heating equipment which includes the propane tank and piping. In the PLUMBING; Water Heating Equipment section of her Home Inspection Report I advised check/test for leaks, and we discussed the propane odor on inspection day at the home. The fact that there may be propane leaks was identified, noted, and discussed on inspection day and I have respectfully repeated this many times. Anyone not present with us on inspection day cannot state that any certain components were or were not inspected. It’s very unfortunate that someone from the propane company made that statement as of course it cannot be verified and is wholly speculative. I have encouraged her to review her inspection report several times. I have attested the facts (verifiable with a report dated November 12, 2024, emails, texts, and internal job notes) and my position several times and continue to receive short, uninformed, and wholly speculative responses from **** *******. I have respectfully offered to help her better understand this matter numerous times and have been met with blackmail and legal threats. Nevertheless, I do wish her the best, and I hope we can close this matter now and move on amicably.

  Customer Answer

  Date: 03/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because photographic evidence makes it quite evident the pipe was never visually inspected. 
  
  
  
  Sincerely,
  
  
  
  ***** *******