Complaints

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• Initial Complaint

  Date:03/21/2023

  Type:Order 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.

  An investor client had me pursue a home in ***** sight unseen for purchase. The listing agent suggested Class Act for inspection so I set it up and drove there for a video tour. Upon viewing the neighborhood they instructed me to cancel the contract, and the inspection. Just after video tour and prior to inspection beginning time of 9am, I emailed to cancel. Their immediate response was a drive-time cancel fee because the inspector showed early and they claim had begun. The next day they became very demanding of a $150 fee.Today, I am receiving threatening texts that the owner ***** is planning to send the collection fee to my credit.I hope anyone who reads this review would never choose this inspection company for the way they have become such a bully over canceling prior to an inspection time. I was never called that they were at the house early on a Saturday 9am but I was there videoing with my client 10 mins ahead of time. When I got to the house the inspector reminded me to sign a contract, but I sent the cancelation email ASAP before 9am and I'm not the buyer to take on signing. Now I'm on the hook for a client canceling? What scare tactics from an aggressive man.

  Business Response

  Date: 03/22/2023

  Unfortunately ************************************* failed to disclose that she ordered this inspection stating she was the client to our office.  She requested a Saturday inspection which we accommodated for her at 9am. She showed up to the property roughly at 8:50 around the same time our inspector showed up, she walked the house and said nothing to the inspector and left.  She then emailed at 8:58am to cancel even tho we were already on site and she seen the inspector.  She was told when booking the inspection our policy that if it needed to be canceled and had to be done 24hr prior or there would be a $150 charge for the inspector driving out and losing an inspection, this was even sent in the confirmation email sent to her.  She did not cancel in a timely manner and has been very unprofessional.  At this time she owes us $150 if it is not paid by the end of the month it will be turned over to collections.  She should have given her clients info but instead she claimed to be the client and now she is the one responsible for the bill.  Unfortunately for her she handled the situation poorly and now is responsible for the payment.  Some internal notes have been provided and as we told her this will go to collections if not paid at the end of the month.  Further more if she does not remove this slanderous complaint we will file suit for Defamation.  This all could have been avoided if she would had done her job in a timely and professional manner

   

  3/16 - communication via email for scheduling, when date/time was set I requested property and client info ******'s response, "Yes the house is on Supra. What time will the inspector be there? I am the client."
  My response, "Oh, my apologies, I saw your email address and assumed you were the agent.  They will begin at 9am and it should take about 3 hours"
  We had 5 more emails back and forth, me trying to get confirmation of property details, her last email was "thank you for the excellent service so far."
  3/18 - Email from client/BA at 8:58am day of inspection "Please cancel inspection.  Buyer is no longer interested and going to cancel the purchase contract"
  My response "The inspectors had already arrived on site to perform the inspection.  I did ask them to lock up and leave.  I will adjust your total to just the trip fee and send the new invoice."
  Client/BA response, "I cancelled before the start time of 9am"
  My response, "I understand that you cancelled 2 minutes before the inspection start time, that is why we are not charging the full inspection fee.  The inspectors were already on site unlocking and ready to begin, therefore there is a trip fee.  If you had told the inspector you were leaving, he would have informed you of this in person."
  3/20 - I sent the client/BA the new invoice for only $150
  Client/BA response to invoice, "No inspection was performed and I canceled the appointment prior to the beginning of the time slot. The house contract was cancelled. 
  
  You can stop trying to enforce a crazy high fee for work that was canceled in a timely manner and not performed. All further messages from your company will be blocked now."
  3/20 - ***** messaged client/BA 
  "good afternoon this is ***** the owner of CAI.  I have received your email on the refusal to pay the fee of cancellation of your inspection, that were physically there for and could have spoken to the inspector about, might I add. If the fee is not paid I will turn it over to collection which will report against your credit. Have a good day. 
  Client/BA reply
  "I am not paying a fee set up on behalf of a client that received a video of the neighborhood and did not like the house.  You may direct any further communication through my attorney, **************