Complaints

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• Initial Complaint

  Date:11/21/2024

  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.

  Home inspector did not identify moisture in the master bathroom wall contributing to black mold identified in an air test. Luckily I had a moisture meter and showed the inspector the issue.
  
  Inspector also didn’t identify splits in the air conditioner ducks, I sent pictures.
  
  We requested a refund. All Pro would not consider a refund, however offered a discount on the next inspection.
  
  Since major deficiencies were not identified, I obviously don’t plan to use All Pro again.

  Business Response

  Date: 12/05/2024

  First, I never received the first response request.. 

  Complaint: Guarantee or Warranty. A home inspection is not a warranty or guarantee. It is a snapshot in time as in noted in attached inspection agreement.

  Inspections completed September 24, 2024, home, WDO, Wind Mitigation & 4 Point. The only visible microbial growth noted was at the dining room ceiling register, see photo 836.

  The moisture issue was noted by the buyer and included in the inspection report, see ****. If buyer had mold testing I have no knowledge of results. Buyer mentions black mold along with moisture in master bath as reason he backed out of buying house. People call anything that looks like mold "black mold" all the time, most times it isn't. As I said I have no knowledge of the testing for mold or lab results. No home inspector can see inside the walls where mold may be. A home inspection is a visual inspection, not cutting holes in walls to see if there is mold and is not part of a home inspection as is noted in the attached inspection agreement.

  Splits in the ductwork: A couple sections of duct had damaged / tears to the duct insulation not holes in the ducts. I meant to include in inspection and addressed that issue follow up in attached email. Taping needed, I would have been fine with coming back to tape up the insulation if purchase had been completed. 

  At the start of every home inspection I ask the buyer if there is any specific issue that they have a concern about. Under buyers logic if they tell/ show me an area of concern and I put it in the report it doesn't count.

  The buyer cancelled the home purchase due to moisture issue [noted in report ****] and mold testing results that I had nothing to do with.

  As such I'm sorry but I can't refund the inspection fee. 

  Sincerely

  ***** *****

  All Pro Home Inspectors

  Customer Answer

  Date: 12/05/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  1.  All Pro Inspectors indicated they never recieved the first request - copy of email and response from All Pro attached

  2.  Business disputes the existence of black mold - copy of inspection report attached

  3.  I agree and did not expect a warranty or guaranty, I expected an inspection that would identify major damage.

  I was not aware of the water damage when **** started inspecting.  As he was inspecting, I was also looking around the house and noticed discoloration and ultimately water in the wall.  **** gave us a verbal report of his findings.  I was surprised that he didn’t notice the moisture in the master bathroom and asked that we go check it.  His reading showed 90%+ moisture.  Therefore I would caution any future customers that his inspection experience and methods will likely not identify significant issues and All Pro Inspections will not stand behind their work.

  
  

  Regards,

  
  

  ******** *****

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 01/15/2025

  Good afternoon,

   

  I’m responding to this email rejection of my response for not refunding *** *****’s home inspection fees.

   

  I don't know what he’s talking about when he says he rejects my statement that I didn’t receive the first request from you, that makes no sense.

   

  Apparently he forgot how to read. I noted in the inspection report **** that there was microbial growth on the dining room wall air register cover but no moisture issue. As I note in my first response  in the inspection agreement [f] a home inspection is NOT a mold or Moisture inspection. There was not any microbial growth note behind the toilet in the master bathroom where the high moisture was noted.

   

  He claims I didn’t identify any major damage or repairs. On the summary page there are 4 items listed under major expense: Wood decay, old appliances, stained carpets and fogged windows. All of those items would be over $1000 to repair or replace. The moisture issue in the master bath was a small area that confined to behind the toilet only.

   

  He has gone on about “black Mold”, I don’t know if he had a licensed mold assessor do testing but no assessor tells their client they have black mold. They would say they had Stackybotrys or Penicillium /Aspergillus not black mold. So it comes down to he decided that there was “black mold” and pulled out of the purchase. He then wanted me to refund his inspection fee because of the perceived “black mold” that I was not hired to inspection or testing for.

   

  I do stand by my work as an inspector and do admit when I miss something and it doesn’t get put into the inspection report. I don’t refund inspection fees because a client doesn’t like my inspection results or results from a follow up inspection by another company that I had nothing to do with.

   

  Respectfully

  ***** *****

  All Pro Home Inspectors Inc.

  Customer Answer

  Date: 01/15/2025

  Not sure what else I can provide.  
  

  I included both my initial request for a refund (All Pro said there was no request) and the air test summary (specifically indicating black mold) in my prior response.
  

  All Pro Inspectors continues to debate the mold finding, therefore I attached the entire report from the certified lab.  
  

  The fact is the inspector did not discover major damage/moisture in the bathroom wall until I showed him.

  I don’t expect perfection, however something that significant should be discovered and reported.  And at least consideration for a partial refund.  This defect would have caused significant cost and remediation.  
  

  The unprofessional response indicating “I may have forgotten how to read” is probably a good indicator of the type of business this is.