Complaints

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• Initial Complaint

  Date:08/26/2024

  Type:Billing 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.

  6-25-24 Hargrove Inspections did an inspection on *** ******* *****. On August 6 my roof began to leak outside over the screened in porch. 6-9 Aug I had three different quotes and chose one to fix the issue as soon as possible so it will stop the leak. I reached out to Hargrove Inspections and Kyle returned my phone call 20 Aug and stated that was an oversight by the inspector. I asked him to come out and take a look at that as well as another leak that I thought was present. He came out the next day at 3:30 pm. and sent me an email 8/26 stating basically there was nothing they could do. We paid them for a job and it was inproperly done. This is not right.

  

  Business Response

  Date: 08/30/2024

  The following is our response to a request for information regarding the home inspection conducted at *** ******* *** ****** ** ***** on June 25, 2024. We feel an important detail is that on August 6, the remnants of hurricane Debby pushed through our area with high winds and heavy rain. 
  
  Our records show that the weather conditions at the time of our inspection were clear with no rain.  From what has been disclosed by the homeowner, after the leak occurred, a roofer was contacted to address the leak which was the result of the storm on August 6.  Our understanding is that the findings of the roofer indicated that the roof leak was caused by a flashing problem that was concealed beneath the shingles, and therefore was not visible or detectable during our limited, visual inspection on June 25. 
  
  On August 19, our office received the call with concerns related to our original inspection, after repairs had already been made by the roofer. After receiving this initial call, our customer service representative promptly responded on August 20 in an attempt to address the client’s concerns, explain our process, and clarify the visual limitations involved in inspecting a home. Mrs. ********* seemed to understand these limitations during the phone call. As a courtesy we offered a site visit for August 21. During this visit, we reviewed concerns and provided clarification regarding the findings of our initial visual inspection.
  
  On August 26, we sent a follow-up email detailing our position and the findings from the site visit.  Our position is that the roof leak which was apparent during the heavy storm of August 6 was not visible or apparent during our visual inspection on June 25.  Given that the inspection was conducted in accordance with our signed inspection agreement with our client, which explains that all of our limited visual inspections are performed according to the ASHI Standards of Practice, we believe that a refund is not warranted in this case.
  
  We have additionally provided the follow-up email sent to Mrs. ********* below. If you have any additional concerns or require further clarification, please let us know. We are committed to ensuring that our clients understand our findings and are satisfied with our services.  Unfortunately, due to conditions outside of our control, we were not able to identify a future latent defect at the time of our initial inspection. 
  
  
  
  Timeline: 
  **** *** ***** *********** **** ** * *** ******* *** ****** ** *****
  ****** ** ***** ********* *****
  ****** *** ***** **** *********** ****
  ****** *** ***** ******** ******* ******** * ****** **** ********* **** *** ******** * **** *****
  ****** *** ***** **** *****
  ****** *** ***** ******** *** ***** **** * ***** **** ******* *** ********* ******** ****** ******** ******
  
  Good morning, Mrs. *********,
  
  Thank you for welcoming me into your home on Wednesday to conduct a follow-up inspection after the roof repairs. I’m genuinely sorry to hear about the leak you experienced after Hurricane Debby passed through the area.
  
  Please keep in mind that our inspections are based on a limited visual assessment of the conditions present at the time. While we strive to identify potential issues and provide accurate evaluations, there are inherent limitations to what can see and inspect. Unfortunately, even with thorough inspections, we cannot foresee all possible future events or ensure that no damage will occur, particularly in the face of extreme weather conditions like hurricanes. Even well-constructed new roofs can sometimes leak under such circumstances. Due to these circumstances, we are unable to provide a refund.
  
  If there are any other concerns or if you need further assistance, please don't hesitate to reach out. We are here to support you.
  
  Best Regards, 
  Service Dept.
  
  

  

  Business Response

  Date: 08/30/2024

  We can provide the origin inspection report along with the signed agreement if needed.  We took general pictures of the roof using a drone, and there was no visible damage or evidence of any potential roof leak as part of our limited visual inspection.  Please let me know if a full copy of our inspection report and signed inspection agreement is needed.  Thank you.