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:09/18/2023

  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.

  Paid for top of the line home inspection for my first house. Inspector missed several key issues (inoperable AC, electrical box not to code, Water flooding from upstairs bathroom to the basement due to a hole in the pipe, no trap in the bathroom sink, etc). Matt B**** made a personal statement that "this house is one of the best flips he has ever inspected. He is currently still employed by Pillar to Post. Sent all pictures and all bills ($12,000) pertaining to the necessary repairs to adjustor. Claim adjustor said there is "no reasonable expectation of expertise for home inspection" and refuses to assume ANY liability for the grossly incompetent inspection. this was my first home purchase and, based on Matt's description of this house, I paid $10,000 more than my initial offer, because I was told that the renovations were done well. I don't want ANYONE to have the experience that I had. It could have bankrupted me.

  Business Response

  Date: 09/25/2023

  *** *******,

  This inspection occurred in June 2020, and I personally spoke with your father, *** ******* in August of that year. He stated that you were faced with some unexpected repairs to your home and wanted some "relief" for those repair costs.  I believe I offered to return the inspection fee at that time, due to the length of time of that conversation I cannot be 100%. But in a situation like this, that is what I offer. He declined that offer and wanted to file an insurance claim with my carrier for the costs. Once the complaint is sent to the insurance company for legal review I am required to disengage from the process. I am able to respond with the letter you received from the insurance company stating their position. I also incurred costs in this process and therefore not able to return your inspection fee. 

  Our goal at Pillar To Post is to leave every client delighted with their inspection and report. I am truly sorry that you are not in that position. 

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** *******
  

• Initial Complaint

  Date:11/08/2022

  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.

  $925.80 for a 'Premium Package' home inspection for purchase.
  We have a serious roof leak that was present when the house was purchased. Someone placed a board under the leak to divert it to the soffit area. This is why it was just discovered.
  This leak was caused by an absence of flashing on a dormer. The American Society of Home Inspectors states that an inspector 'shall' inspect flashing.
  In section 5.0 of Inspection No. **********, it sais that the attic space is 'readily accessible' and that the attic was 'entered for inspection'. This is NOT a typical attic space. There is a man door off a bedroom to enter. The space has a floor in it and enough headroom to stand straight up in it. Had it been 'inspected', it would have been obvious to see the leak.
  This leak was caused by an absence of flashing on a dormer. The American Society of Home Inspectors states that an inspector 'shall' inspect flashing.

  Business Response

  Date: 11/09/2022

  November 9, 2022

  
  Mrs. *** *****
  *** **** ****
  *********** ** *****
  
  Dear Mrs. *****,
  
  I have reviewed for response your concerns regarding the
  inspection Pillar To Post conducted at the above property on April 12, 2021. It
  is our goal to have every client thrilled with their Pillar To Post inspection
  experience and I am disappointed that you are not in that position. As I
  understand your concern, you and are faced with costs for a roof leak.
  
  A residential real estate inspection is a snapshot in
  time, is a limited, noninvasive, visual inspection that is conducted under
  accepted industry wide and State of Ohio standards. Under these standards, the
  inspection and report are opinions only, based upon the visual observations of
  existing conditions of the inspected property at the time of the inspection.
  The report is not intended to be, or construed as a guarantee, warranty, or any
  form of insurance.
  
  As a threshold matter our inspector, Troy J conducted the initial home inspection April 12, 2021, and produced a
  comprehensive report with photos that noted issues. This report was emailed to
  you and your real estate agent. Specifically, there was no defect noted with
  the roof or past or present leaking from the roof. It is also my understanding
  that you entered the attic space and moved insulation to discover the leak and
  the water is not entering the living space of the home.
  
  It is unfortunate that you are faced with costs for your
  home. And while I sympathize with your situation, it is clear from the report,
  State of Ohio standards and the 18 months’ time that has passed for the defect
  to be realized that we cannot and will not be held liable for repair to your
  home. I suggest you contact your property insurance carrier and submit a claim.

  I have included the signed visual inspection agreement executed by our client *** ***** for your review.
  
  
  Sincerely,
  
  
  Tom C
  President

  
  

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  Dwight Y

  BBB,

  The American Society of Home Inspectors states that an inspector 'shall' inspect flashing. This is a Standard. We paid for the 'Premium Package' which is suppose to go above and beyond the 'Standard', or minimum. The Standard was not met, let alone, going above and beyond the call of duty...which we paid for. Please post and make aware to the public the Sub-Standard product they will get with Pillar to Post.