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:12/19/2024

  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.

  We purchased a home in Six Mile SC. We hired Pro-Tech Inspections to provide us with reliable information about the property we were interested in purchasing. We lived approximately 4 hours away. We were interested in the property only because it had a separate 1700 + square foot apartment with its own entrance and separate driveway. The apartment was for a disabled family member. The inspector failed to notice and report that the apartment did not have heat or AC. The cost to install the unit was $11,895. Did not include the drywall and painting which was another $3,300. In addition, the inspection report mentioned that some of the window sashes were not operative. It turned out that all of the windows are broken and need to be replaced. Cost $10,000 +. These are only two of the many things we found as costly repairs after settling on the property. They should not be trusted to provide accurate information that is needed to purchase a home.

  Business Response

  Date: 01/03/2025

  We have communicated at length with this client and the Realtor involved.  The client has been very diligent in trying to come after us for numerous items while also trying to hurt our reputation. Nonetheless, we have continued to communicate and try to resolve the matter. The client's situation was unfortunately made difficult by a contractor who performed repair services that weere not needed with items that benefited them. For example, they told the client ******* no longer made tankless water heaters, which they do. They then overcharged them for a replacement, when parts were available by telling the client parts wwere not available to do a repair.

  Similar instances were with the HVAC contractor, the same company that replaced the water heater, who quoted them $23,000. However, they obviously found someone less expensive based on his complaint and included pricing. We offered this client a contractor who would repair for $6000, saving them $17,000. Had they chosen this option we offered to provide more money than the refund but they had to use our contractor because we trust them. This repair would not have required sheetrock work and the $10,000 worth of work there, which I'm sure was the same contractor again.

  This clients frustration centers around their general lack of understanding and taking a position that they know more than the experts. For example, we tested the water heater and HVAC. Copies from our reports explaining defects and that all units were older and both had defects. Not to mention we reported this in spite of testing the units with acceptable differential temps. Home inspectors do not disassemble or do invasive testing. The home as a whole was poorly maintained with water stains, damage, and we reported multiple windows as having wood rot, being inoperable and some not accessible. In all we reported 51 items requiring repair/replacement  and 34 items needing maintenace. Much higher than our average report.

  Hindsight is 20/20. It doesn't help with contractors of poor character make statements, repairs, and charge fees substantially out of place for the work being done. Clients also get emotionally involved in buying a home. It's hard. They often forget the things said and called out in the report. Combine this with someone who cannot take responsibility nor do research to determine reputable contractors, reasonable pricing, and failing to act on our recommendations prior to cloising and here we are...

  Customer Answer

  Date: 01/03/2025

  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. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ****** ********

  Customer Answer

  Date: 01/03/2025

  
  
  3:17?PM (1 minute ago)
  
  
  
  We received the response from the BBB regarding our complaint against Pro Tech. In Pro Tech's response to the complaint they stated other issues to the property that were unrelated to this complaint.  We tried to answer in the link but clicked the wrong button so nothing showed up as a response.
  
  
  The main issue is that the inspector did not indicate that half the home (the apartment) had NO heating or air conditioning and if we had known that ahead of time we would have never purchased the property.  That is the main issue.  We are not uneducated buyers and resent the implication.  Any other inspector would have indicated that there was no HVAC in the apartment.
  
  
  This company is trying to skirt over the main issue by bringing up unrelated items that need to be fixed.  If there was a fix that was an issue that could be understood.  However, an non existing HVAC unit is much more of an issue.
  
  
  Considering the inspection report, we would not use anyone recommended by them for any repairs.
  
  
  They also have indicated that they have corresponded with us on numerous occasions, but we have never had any direct contact with them whether verbal or in writing. We are not trying to hurt their reputation - we are trying to right a wrong.
  
  
  ****** ********** ** *** *******

  Customer Answer

  Date: 01/06/2025

  Facts:

  
  

  1) We were purchasing a home for the sole reason of having a separate residence for a family member.

  2) We hired Pro-Tech Inspections to make sure the home was in sound and livable condition.

  3) Pro-Tech performed the inspection and reported its findings.

  4) We purchased the home.

  5) When the temperature dropped below 30 degrees, we noticed that the apartment did not have any heat.

  6) Inspection report did not indicate that the apartment had no heating and air conditioning.

  7) We had to have an HVAC unit installed.

  8) We reported the issue to the BBB because this was something that should not have been overlooked in the report and we do not want anyone else to go through the same issues.  

  
  

  Those are the facts and we certainly don't have any expectation of financial compensation for the issues.  

  
  

  We just feel that a reputable inspector should have noticed that there were no vents or thermostat to control the HVAC unit in the apartment.

  
  

  The company's opinion of us trying to hurt their reputation is absolutely absurd. 

  Business Response

  Date: 01/06/2025

  Firstly, no one called you uneducated. Let's be clear that no personal atatck was made.  We have communicated through your Realtor Cindy because no one would return our phone calls when we left messages calling you.

  In your own complaint you listed over $20,000 worth of HVAC repairs. We offered to have one of our contractors that we trust complete the repair. Their quote was $6,000. While we maintain we did nothing wrong, because we genuinely care about our clients and seek to build long term relationships we offered to contribute $1,000 towards the $6,000 payable directly to the contractor to ensure the work was completed. We had no obligation to do this and did it solely trying to be good neighbors. INstaeaad, you made the decision to spend over $20,000 for the same work through then same contractor your Realtor had already told you (per her) had taken advantage of you on the water heater. This is a serious question and not meant to be snarky - however, who does that? Spend $20,000+ versus $5,000 for the same work? I'm sorry none of this makes any sense to me.

  Your request was for a refund. Which your home inspection minus other services was $449.00. We offered more than double that and you refused it choosing to spend 4 times more to fix the same issue.

  not to mention the inspectors report shows heat coming from the system during the inspection, it is within .2 degrees and would therefore be reasonable to assume it is operating.  We do not have x ray vision and cannot see behind walls, sheetrock, etc. The inspector seeing the temperature differential made the reasonable assumption it was operating. As we say in our report, our agreements, and in person or by phone consultation the home inspection and it's report is supplemental to the seller's disclosure and seeks to limit risk but does not eliminate it.  Had you and your Realtor followed the items in the repport, if what you suggest is indeed the case, the issues would have been discovered. Yet, because you didn't follow our recommendations on the water heater and the HVAC you found surprises. Surprises you continue to try to hold us accountable for which were in fact made known to you during your due diligence period giving you a reason to act. You chose not to and for that we are not responsible.

  The inspection was completed within the Standards of Practice and within the confines of the Pre-Inspection Agreement. You further waived any responsibility for us when you made repairs without giving us an opportunity to investigate the allegations prior. I wish you much luck and genuinely regret the bitterness you have displayed recently. 

  Like I said, we offered a good faith gesture to maintain the relationship with you and your Realtor twice what you asked for in your complaint to the BBB. You chose not to accept it and spent 4 times the ammount the work could have been completed for rather than paying less. Thus, my reasons for accusing you of acting rashly - not uneducated.

  Customer Answer

  Date: 01/06/2025

  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. 
  
  You keep mentioning that the inspector did not know the HVAC system needed repairs.  How can it need repairs if it was non-existent. 
  
  Regards,
  
  ****** ********