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:05/17/2024

  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.

  Inspector missed several items in inspection that have cost us a great deal of money. The inspection company filed with insurance and the insurance company denied our request for financial compensation.We are requesting a refund for what we paid for the inspection and for the company to cover the plumbing costs of fixing our fridge and outdoor spout.

  Business Response

  Date: 05/27/2024

  Client failed to contact us at the onset of their alleged issues. As per our signed contract with the Client, written notification of any issues needs to be provided within seven days of discovery, in sufficient detail and with sufficient supporting documents that we can evaluate, and immediate access to the premises needs to be provided. The Client made repairs and then contacted us requesting payment without giving us the opportunity to evaluate. In addition, the inspector evaluated several of the items according to the Maryland home inspection standards of practice and they were in working order at the time of the inspection. We will however be refunding the client the cost of the home inspection under our 100% satisfaction policy.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21722858
  
  I am rejecting this response because: we made repairs that were needed and could not wait like for our HVAC system and washing machine, both of which could not wait to be "inspected."  As I mentioned, we reached out to the owner in WRITING about items like our front door that had wood rot.  The inspector caught wood rot outside one of our windows but not the front door?  The owner stated that he would come to the house.  It didn't happen.  We also invited their insurance company to come out and verify.  That didn't happen either.  Therefore, we are asking for a refund for the inspection fee refund and partial coverage for the cost of the door.  

  Other items like parts of our fridge are still not working.  That was never addressed either (also communicated in wiritng).  In other words, even when we contacted the business BEFORE any repairs were made or when the items needed to be "verified," they failed to take any action.  
  
  Sincerely,
  
  **** and ***** Kotsoev

  Business Response

  Date: 06/02/2024

  This inspection was conducted in September of 2023 and we did not receive communication regarding the alleged issues until April of 2024. At the time of being notified we offered to come and evaluate but were told the majority of the items had already been repaired or replaced, including replacing washing machine, hvac and electric. The wood rot at door frame was noted by the inspector under damaged wall covering in the report. It clearly states in our contract with the Client that we shall be notified within 7 days of discovery of any issues so we could evaluate, however we weren't contacted until nearly 7 months later. Despite this we offered the client a refund of $825 which was denied. At this point there is not much more we could do for the client.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21722858
  
  I am rejecting this response because: the owner of Hawkeye did not propose a final number to me and I asked that he refund the amount we paid for the inspection as well as some of the door repair costs.  The wood rot around the main door in not in the home inspection (I just checked my copy).  My issue is that there has been little follow through or apology for missing MAJOR items in our home.  Yes, the inspection was completed in September.  However, closing took a month and we didn't physically move in until November, at which time I emailed **** (our inspector) about the washer/dryer and the plumbing issues in the fridge.  You cannot notice problems in the house until you start to live in it (and we relied on the expertise of the inspector to use their hawkeyes) and it seems that major issues were not looked at carefully as I stated before.  Of the $15,000 we spent fixing things that Hawkeye neglected to notice, I am only asking for $2,000 which covers the inspection cost and partially for installing a new door and door frame.  The door installation cost us over $5,000.  

  This is not a good way to do business and to state things that are not true.  So that we are all on the same page, I attached a copy of the original inspection and the receipt for the new door.  
  
  Sincerely,
  
  **** Kotsoeva

  Business Response

  Date: 06/05/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I am interested in the formal mediation offer regarding our unresolved complaint.
  
  Please let me know whats needed on my end to proceed.
  
  Thank you,
  **** Kotsoeva