Complaints

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• Initial Complaint

  Date:01/06/2023

  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.

  We hired for an inspection and on their website they advertise that flooring is included. I also called and this was verified. After our inspection there was no huge red flags. Some leaks and little stuff. We purchased the house and as we were moving in found a pretty decent size soft spot in the primary bathroom in front of the shower that was very noticeable. We found out there was dry rot under this soft spot. In my report it says to recaulk that area to reduce chance of damage and even took a picture of the area but the inspector did not inspect the flooring around that area for damage already done or he would have found it. I contacted the owner and he came out and made excuses. Over the phone he said when he inspects he will get on hands and knees to be thorough and this tells me the inspector didnt inspect to other inspectors in the companies standards. He also mentioned it being a good learning ****** to be more thorough in these types of finds. Later he texts Would you allow me another in person look now that flooring is up? And with your permission to cut the vapor barrier back to look at it from the underside? My understanding is an owner of a company wouldnt want to come back out AGAIN and look further into the issue if he really felt like his guy shouldnt have found this. I did say he could with my flooring guy and another inspector of my choice and he did not reply. Not finding this for us by not inspecting floors thoroughly has made us find over $27,000 in damages, due to rotting in the floors which was found because of the soft spot we found while moving in that they missed. I asked for a refund to them for not doing the inspection to a full service extent and missing the largest problem with the house. He denied this and I feel this is wrong. He says this wasnt their responsibility to find but advertises flooring on their website.

  Business Response

  Date: 01/09/2023

  
  
  Please accept this in response to your recently expressed concerns regarding a soft spot in front of the shower in the home we inspected.
  
  As you know, we inspected the property on November 17, 2022.
  
  Please know that I am sympathetic to your situation, and I realize that it is difficult to deal with unexpected repairs soon after purchasing a property. However, while we did not identify the soft spot, we noted significant related issues that a competent licensed contractor should have further investigated. Assuming the soft spot was present at the inspection, we did not step on that exact spot.
  
  As a threshold matter, I want to note that the seller/realtor likely knew about this issue and should have reported the same to you. The contractor he hired, who is now working for you, was likely aware of these issues as he replaced the flooring. I find it hard to believe that the seller and contractor were not aware of the damage, given the repairs they completed prior to the sale of the home. As such, this is a failure to disclose and not a failure to report by us.
  
  As you know, the seller conducted upgrades in the form of paint and LVP flooring installed throughout the home. We observed leaks and pointed out the potential for hidden damages.
  
  We observed and detailed damages to the subfloor visible through a cabinet in the guest bathroom. None of the issues we reported were addressed before purchasing the home. I highlight the following comment in the report:
  
  
  
  The area in front of the shower tested dry, and there were no visible stains to report.
  
  Many components of the property are not visible during the inspection, and very little historical information is provided in advance of the inspection. While a home inspection can reduce the risk of purchasing a property, it cannot eliminate it. Even the most comprehensive inspection cannot reveal every condition or defect and will only reveal the readily available visible defects.
  
  The home inspection's purpose is to complement the disclosures provided by the sellers. They would have a much more intimate knowledge of the property and any defects or issues. A home inspector gets a few hours to inspect the home and can only report on issues that manifest during the inspection.
  
  However, our report noted significant leaks and damage that would have allowed any competent contractor to discover the issue during their investigation and/or repairs.
  
  I highlight the following leak we noted on page 13
  
  
  
  I next highlight the following on page 14:
  
  
  
  
  
  
  We also noted the lack of caulking around the shower, which is likely contributing to the damage in question on page 19:
  
  
  
  I also want to highlight the following damage on page 17, while not in the same bathroom, proving we were carefully looking for such damage and reported it where it was visible.
  
  
  
  A residential real estate inspection is a snap-shot in time, a limited, non-invasive, visual inspection conducted under accepted industry-wide protocols. These protocols are contained within the ********* of ********* ("SOP") promulgated by the ********************************************** outlined in Division 8 of the ****** Administrative Rules ("OAR") Chapter 812.
  
  The industry Standards of Practice ("SOP") may be found at www.******.gov/ccb.
  
  A home inspector is only required to inspect and report on readily visible and accessible installed systems and components listed as part of a home inspection as defined by OAR, based solely on the property conditions, as observed at the time of the home inspection. See OAR 812-008-0202 ("Contracts and Reports").
  
  Home inspections are "not technically exhaustive." See OAR 812-008-0203 ("General Limitations").
  
  "****** certified home inspectors are not required to predict future condition, including but not limited to failure of components;" See OAR 812-008-0204, ("General Exclusions").
  
  "****** certified home inspectors are not required to report on: disturb insulation, move personal items, panels, furniture, equipment, plant life, soil, snow, ice, or debris that obstructs access or visibility;" See OAR 812-008-0204 ("General Exclusions").
  
  "****** certified home inspectors are not required to report on the causes of the need for a repair or The methods, materials, and costs of corrections;" See OAR 812-008-0204, ("General Exclusions").
  
  The inspection agreement you signed states that the inspection would be performed per the above standards.
  
  The duties and responsibilities of a home inspector are those of a generalist. Home inspectors are generalists trained to identify areas needing follow-up or assessment by an appropriately qualified tradesperson. A home inspector is not required to determine the extent of any concern identified; that is the role of a specialist.
  
  Our report provided precisely what the standards of practice require of a home inspectors report - readily observable conditions that might influence a buyers decision-making process were described and put forth in a written report.
  
  We regret any inconvenience this situation may have caused you. We respectfully decline to participate financially or in any other manner in any work you elect to perform at the property.
  
  

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18699819
  
  I am rejecting this response because: even though there were other things highlighted on the website it is listed that floors are included in the inspection and that service was not completed fully. Missing a large soft spot on the flooring that is costing a lot in damages was not inspecting the floors. Therefore, it was false advertising and also not completing the service that I hired and paid for. 
  
  

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