Complaints

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• Initial Complaint

  Date:06/25/2025

  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.

  On April 19, 2025, I paid Next Chapter Inspections for a 4-point home inspection. The inspector, **** *****, failed to report a serious and obvious defect with the home's HVAC system. Immediately after the inspection, I turned on the air and noticed that only one vent was blowing airand it was not cold. I measured the temperature at ~75F. A very loud hissing sound was coming from the air handler, which a licensed HVAC technician later confirmed was a refrigerant leak, along with blocked coils and visible system damage. These issues were not hiddenthey were clearly audible and visible, and should have been caught during a proper inspection.Despite reaching out, the inspector refused to accept responsibility, downplayed the severity, and refused to provide insurance information. He falsely claimed that 4-point inspections do not cover such issues, but according to ********** standards, any visible and accessible deficiencies must be reported. His report omitted all of this, leaving me with an unusable system and unexpected repair costs.I am filing this complaint to document poor service, seek accountability, and request reimbursement for either the cost of the inspection or the needed HVAC repairs. This failure caused financial hardship and stress to my family, especially as this home is meant to house my elderly mother.

  

  Business Response

  Date: 07/08/2025

  
  On April 19, 2025, I conducted a four-point inspection as requested by the complainant. This is a limited, visual-only evaluation of four key systems; roof, ****, plumbing, and electrical, performed exclusively for insurance underwriting purposes. It is not intended to assess the full condition of the property for real estate decisions. A comprehensive home inspection, which was not ordered from my company, would have been necessary for that level of evaluation.
  I advised the client to refer to the report from any full home inspection that may have been performed at the time of purchase, as that would be the appropriate document for identifying these types of issues.
  When asked about the software used to create the report prior to conducting his inspection, I explained that the four-point is completed on standardized insurance forms mandated by Florida insurance providers. These forms set the scope and structure of the inspection and are not designed for diagnostic or technical reporting.
  The age of the **** unit, 2005, was clearly noted in the report, as shown on the unit itself. This age should have alerted any homebuyer to the fact that the system was nearing or past its typical lifespan. Such concerns are ordinarily addressed in a full home inspection, not a four-point evaluation.
  At the time of inspection, the doors and windows were open, and the **** system was not turned on. Due to high ambient temperatures, I followed Floridas standard SOP, consistent with InterNACHIs and DBPRs guidelines not to operate equipment under such conditions, as it could risk damage. Four-point inspections are strictly visual and do not require any diagnostic testing.
  The complainant states that **** issues were observed shortly after my inspection yet also indicates that the system was not professionally evaluated until after closing. Both statements are documented in our email correspondence and appear to be inconsistent. If the issues were known prior to closing, it would have been prudent to engage a licensed **** contractor at that time and potentially delay the transaction. Additionally, it is worth noting that the first communication I received from the complainant regarding this matter was on June 1, 2025, 43 days after the inspection was completed.
  The client claims an audible refrigerant leak that would have been clearly noticeable to any qualified inspector. However, that assumes:
  The system was running during inspection (it was not).
  The leak was active and audible at that time. (there is no evidence of this)
  I was required to perform diagnostic testing (which I was not).
  Florida SOP and InterNACHI Standards for four-point inspections do not include performance testingsuch as refrigerant checks, airflow testing, or temperature measurementwhich are outside the scope of this insurance-focused inspection.
  The client has requested liability insurance information with the intention of filing a claim. Since the inspection was conducted fully in accordance with Florida SOP, InterNACHI best practices, and regulatory standards, no negligence or liability exists. Therefore, there is no entitlement to this information.
  Nevertheless, in the spirit of resolving this matter amicably, I am offering a full refund of the $150 inspection fee. This is extended strictly as a gesture of goodwill and does not constitute any admission of fault or liability.
  Should the complainant wish to accept this refund under these terms, I will process it promptly upon confirmation.
  A note to potential home buyers: We wish to clarify the important difference between a four-point inspection and a comprehensive home inspection:
  A four-point inspection is a limited, visual-only assessment of the roof, electrical, plumbing, and **** systems performed to satisfy insurance underwriting requirements. It does not evaluate the overall condition of the property or uncover hidden defects.
  If you are purchasing a home, we strongly encourage you to obtain a full home inspection, regardless of provider. A full inspection offers a detailed evaluation, identifying system performance, safety, and structural issues and is essential to protecting your investment.
  As part of our client commitment, we include both a four-point and wind mitigation inspection at no extra cost with every full home inspection. This ensures our clients are prepared for both insurance and real estate needs at closing.
  We also proudly support those who serve our communities. We offer a 10% discount on all inspection services to veterans, active-duty military personnel, first responders (police, fire, EMS), and educators. It is our honor to give thanks for your dedication.
  Thank you for your attention to this matter.
  Sincerely,
  ****?*****
  Next?Chapter Inspections
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