Brim Real Estate Management

My cancellation policy is hours not hoursI responded to the potential customer's concern as soon as I returned to the office explaining that I misunderstood him and thought his inspection fell into the hour window of the cancellation policyI immediately emailed him apologizing when I realized my mistakeI also removed the cancellation fee as it did not apply to himHe had already filed the complaint before even speaking with meHe filed the complaint immediately after I made him aware of my cancellation policy and didn't even give me a chance to work with himI feel this complaint is based solely on a misunderstanding and is in no way reflective of how I conduct businessI have a star rating on Google out of total and work extremely hard to maintain thatI am also a member of the Revdex.com as I feel it's important to uphold high standards a s a business operatorThis person didn't choose to communicate at all with me throughout this issue (which only begun hours ago, all of which time I have been out on inspections and meeting with clients) Furthermore, this potential client refused to sign my standard home inspection agreement in the first placeI have never had anyone refuse to sign my agreementI can not perform an inspection for anyone without a signed inspection agreementSo technically, this person never used my services and was therefore never a client

My cancellation policy is 24 hours not 48 hours. I responded to the potential customer's concern as soon as I returned to the office explaining that I misunderstood him and thought his inspection fell into the 24 hour window of the cancellation policy. I immediately emailed him apologizing when I...

realized my mistake. I also removed the cancellation fee as it did not apply to him. He had already filed the complaint before even speaking with me. He filed the complaint immediately after I made him aware of my cancellation policy and didn't even give me a chance to work with him. I feel this complaint is based solely on a misunderstanding and is in no way reflective of how I conduct business. I have a 5 star rating on Google out of 64 total and work extremely hard to maintain that. I am also a member of the Revdex.com as I feel it's important to uphold high standards a s a business operator. This person didn't choose to communicate  at all with me throughout this issue (which only begun 7 hours ago, all of which time I have been out on inspections and meeting with clients).  Furthermore, this potential client refused to sign my standard home inspection agreement in the first place. I have never had anyone refuse to sign my agreement. I can not perform an inspection for anyone without a signed inspection agreement. So technically, this person never used my services and was therefore never a client.

Revdex.com:
I accept the business' response.  However, I believe the Revdex.com should recommend and advise the business to post all possible fees on their web site and require notice and agreement to them from the customer.  Although my fee was apparently in error, even if I had cancelled within 24 hours, it would have been a fee he never notified me about during the booking process or posted on his web site.  I agree it's a reasonable fee to have within 24 hours but only if he provides proper notice to it.  You can't just throw out a fee after the fact.  Nonetheless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
Regards,
[redacted]