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:05/16/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Waypoint Inspector ****** *********** License #*****************, ******************** at my scheduled prospective home purchase, DID NOT INCLUDE The 18" interior cracks on FOUR Interior walls. These FOUR 18" CRACKS were NOT inspected, investigated or even photographed during todays inspection. I called the company but I got stuck in the automated system and was unable to leave a message. I emailed the company and the response is attached. This omission invalidates the ENTIRE Inspection report. I've filed disputes with my credit card company for the $676.37 I paid for these services.See photos below.

  Business Response

  Date: 06/10/2025

  Unfortunately the original message was not correctly forwarded to us. We have now reached out to the client regarding the matter and the client is attempting to remove this complaint. We have an 3rd party evaluating all aspects of the matter in order to provide the client with an independent assessment of the situation. Unfortunately if someone has disputed charges to a credit card company we would have to wait for the result of that dispute before being able to review. We are willing to send our most senior inspector around to review the cracks again but would like this side of things resolved or removed also. 

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/13/2025

  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.

  We recently purchased a home and hired Waypoint to perform the inspection prior to closing the deal.The inspector pointed out and provided us with a report containing several items that he thought should be addressed which we then selected the issues that were most concerning based on the inspection report and pictures and asked the sellers to fix, replace, repair whatever was needed. On the inspection report, the inspector wrote microbial like growth was visible on the exterior when looking at the heating system he then measured the supply air temperature at the vent pointing out it needed to be looked at because the temperatures he was getting was not what he wanted to see the sellers contacted their ************* the problem was addressed Waypoint came out once again, we once again paid for their return to re inspect and the inspector approved what had been done. Fast forward to our move in day, 01/07/2025, the house is left pretty dirty we start cleaning and when we get to the vents we notice what appears to be mold in the vent, the exact same one where the inspector is seen on the picture measuring temperature, now we have mold in the vent system, we immediately contact a mold and water remediation company and have it inspected right the way. Turns out the vents have mold that have been there for quite a while and needs to be addressed ASAP. We also have a son with severe allergies and cant risk not resolving this right the way. We called Waypoint and we were basically told that it is our problem, the inspector mentioned microbial growth on the report so not their problem, however mold in the vents was never mentioned, what he pointed out was outside on the furnace, not inside, the possibility of having mold IN the system was never raised, how did the inspector missed the mold in the vent when he was measuring the temperature? Thats why we paid over $1000 to Waypoint, the inspector missed a major issue and we want them to pay for it.

  Business Response

  Date: 01/27/2025

  The issues noted inside of the inspection report, regarding Microbial growth on around and in the **** system were annoted in RED. RED- indicates information regarding material defects; in other words, issues/items that should be addressed within the inspection contingency period (or at least before closing/moving in.) Usually, we suggest havingthese items evaluated by a licensed contractor. RED information can be found within the body of the report AND in the Summary. If there are evidence of moisture intrusion and you are concern with the air quality or potential microbial growth, we can complete and forward an Indoor Air Quality or Mold Swab to an independent lab for analysis, for an additional fee.

  The interior of the ductwork and **** system is also not visible and falls out of the scope of a home inspection in the state of *******. The inspection report also states: The heating system should be evaluated, serviced and cleaned,including cleaning the condensate drain line to prevent clogging and backup. Additionally, the ductwork should be serviced and cleaned as needed. Weare unable to determine the underlying condition of the ductwork and interior of the unit that is not visible.We always suggest having the system evaluated and serviced by a licensed and qualified **** specialist.

  Unfortunately, it would appear that the client did not wish to sign up for the Indoor Air Quality or Mold Swabs and also may not have had a licensed **** technician further and fully evaluate the system prior to closing on the property. 

  This is clearly not something which Waypoint is liable for given the recommendations and annotations for further evaluation prior to closing.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22800860
  
  I am rejecting this response because:

  The fact that we did not pay extra for a mold swab or whatever is that is called should not stop the inspector from pointing out what he saw being so close to the vent when he was measuring the temperature, the fact that we didnt elect to pay more should not be a factor in being informed of the obvious mold that could definitely be seen from where he was. We hired and trust an expert to point out the issues he saw and missing this is absolutely unacceptable. Im trying to upload three pictures from the outside of the vent but the files are too large or in the wrong format. I would like the opportunity to provide those images because you can clearly see the mold from the outside and that was never mentioned to us.

   

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/31/2025

  The inspection report does note microbial growth in and around the **** system. This should have been investigated further by the client prior to closing. The client could have purchased mold testing to confirm the type of microbial growth and to gain knowledge from a specialist as to how this issue would spread and be provided with a remediation and treatment plan estimate. However, the client appears not to have followed up with the concerns noted in the inspection report concerning microbial growth on the **** system air handler. It is important for the client to realize that the **** system is attached to the ductwork which in turn is attached to the vents. Microbial growth left untreated on the **** system body will migrate very quickly through the ductwork to the vents and continue to blow through the home, recirculating through the system and creating the  issue that is now presenting. It is also important to note that the comment in the report is written inn red and is therefore an action item for immediate follow up with a qualified specialist.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22800860
  
  I am rejecting this response because:
  We thought we hired a specialist, why is that on the report it was not mentioned any of the complementary I forgot provided on the response above? I dont understand it, we paid for an expert to give us his opinion on a house we knew nothing about, was he withholding information for the fun of it? Why didnt he flat out said hey by the way I see mold in your ductsits not much to ask for he had his face right in the vent, this is a cover up for something the technician missed, if he had written in red purple or black that there was mold in the ducts instead of microbial growth around the unit outside in the garage the story would have been so different, it was his responsibility to alert us to the scope of the problem and he simply didnt.
  Sincerely,
  
  ******* *******