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:12/24/2022

  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.

  Chase did a home inspection for me on the home I now live in. Chase failed to check the individual wall mounted heaters in the house. As a result when I turned one on for the fist time it got bright red and the motor burst into flames within 20 seconds of turning it on. It turned out that the heater was a 110 voltage heater and the wiring is for 220 heaters. I thought ok this is a one off situation. No all the heaters in the home were set up this exact way. When we had the ice storm Thursday we needed the other heaters to turn on as well. They all burned up and cought fire immediately. We could have ************* and even worse my families lifes. He has a million excuses of how it was not his fault and how it had to be someones fault other than his. Well it wasnt. If you want an honest inspector who will check everything this is not your guy. We are seeking the funds we paid for the inspection.

  Business Response

  Date: 12/24/2022

  Mr ******* contacted me 12-23-22 at 9:49 am via email and 10:09 via text. I have added those correspondences to this response. I have also added my current response to his original email/text. I have also included 2 links in regard to the local weather of when Mr. ******* would have moved into his current home to show that he had to have used his electric wall heaters prior to this complaint starting on December 23, 2022. In Which he claims that is when he started using his wall heaters. Mr. ********* inspection was performed on September 29th 2022 at 10:00 am. It is also important to know that the exterior temperature of the time of the inspection was 58 degrees, the townhome was built in **** and the client/buyer, Mr. ******* was on site at the time of the inspection. All of which is noted in the report. He arrived towards the end of the inspection and witnessed the living room wall heater operation at the time of his arrival and when leaving the premises witnessed them being shut down. Please let the record show that Mr. ******* indicated that the first time he used his electric wall heaters was on December 22, 2022 and had been living in the home for a month or so without using these zonal heat systems.
  **********************************************************************************
  
  **********************************************************************************
  My response via email 12-23-2022 at 1:12 pm:
  I understand your frustration with the issue you mentioned. Let me take some time to address your concerns. 
  
  
  A. You stated via text "So you did the inspection on My house did not check the heaters and they are all 110 voltage but are wired to be 220 voltage.We turned them on they caught fire and stopped working yesterday."
  
  
   - All of your electric wall heaters were operated during the time of the inspection and all were operational with normal operating procedure during the time of the inspection. I assume you have been operating these same electric wall heaters since you moved into the home and have had no issues until now. The statement of not checking the wall heaters is very vague,however, I am also assuming that you are referring to the voltage of 110 vs.220 volts that you mentioned. I must direct your attention to the standards of practice in which it was sent to you. Our standards do not state that we are required to dismantle the units to identify correct wiring and or manufacturers specifications for installation procedures that encompases specific voltages. 
  - I pose these questions: If the wall heaters have had no issues until now and they have been installed and operational without incident for 21 years, what could possibly cause them to become faulty? And... Is this something that *** have been disclosed in the buyers disclosures when purchasing the home? Does the previous owner mention anything about having issues or having to repair/replace any wall heaters in the home?
  - You also mention that "they caught fire yesterday", Did you see them catch fire? When did you notice it or them, and what did you notice that caused you to mention they caught fire?
  - Can you help me understand how you have come to the conclusion of the wall heaters being wired improperly? Did you have a licensed electrician evaluate the units to come to this conclusion? If you did *** I see there documentation.
  - I have added the photo of the interior of your electrical panel to show that there were no issues with wiring and other defects at the time of the inspection. If there are issues mentioned about electrical components, you will find those in your report.
  - Please be aware that the electric wall heaters were evaluated at the time of the inspection for issues known with recalled
  Cadet wall heaters. All wall heaters in the home were not of a recalled model.The beginning of the model number for recalled electric wall heaters can be found below; 
  
  
  In February of ****, Cadet and Encore brand heaters were recalled. The following models of Cadet and ************* were involved in the February **** recall:
  FW, FX, LX, TK, ZA, Z, RA, RK, RLX, RX, RW,and ZC .
  

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18635976
  
  I am rejecting this response because: none of what chase ********************** is stating is true. I have the original report and nowhere in the report does it state that the heaters that cought fire were checked not even for second. The seller of the home also told me the heaters were put in by a third party prior to my inspection. Which means Mr ********************** is lying about checking the heaters. My familys lifes were put in danger as well as my home. 
  
  Sincerely,
  
  **********************