Castle Home Inspections Inc.

Castle Home Inspections is dedicated to open communication with our Clients. For this reason, we provide the following prior to and during each scheduled appointment: An email is sent within hours of the created appointment which confirms the date and time of the inspection. Within the email, we invite the client to view the ASHI Standards of Practice through a CLICKABLE LINK provided to that siteThis email also includes a CLICKABLE LINK to view the Service Agreement which we also provide and review at the time of the inspection.A second email is sent hours prior to the inspection reminding the client and their agent of the appointment. This email again includes the CLICKABLE LINK to the Service Agreement, so it has been sent twice to our client prior to the appointment.The folder given to each client at each inspection provides the client with several documents, including a paper copy of the ASHI Standards of Practice and the Service AgreementWe review these documents with our clients and we keep the paper signed by the client acknowledging they have received them I am sorry you feel that we are in part to blame. We provided the ASHI Standards of Practice once and the Service Agreement twice prior to the inspection and both documents at the inspection. This was your 2nd inspection with us, and you also experienced this same process during your first inspection with us. Your email to our office late Friday afternoon indicated that we had not responded to your phone message or email. I called you the next day on Saturday morning, as soon as I was made aware of your attempt to contact us to follow up with you, which I feel is within a responsible timeframe. Your fees of almost $1,paid to us did include the cost for separate home inspection services, but I want to make clear that this home inspection fee was only $375.00. Your total fee included the cost for additional services ordered in addition to the home inspection. Radon Testing, Termite Inspections, Sewer-Lateral Scope Inspections, and Natural Gas Inspections are services that are never required, but are available at an additional cost, and you chose to include all services available The 90-Day Warranty is a Limited Structural & Mechanical Buyer’s Home Warranty and was provided in your folder for both home inspections. This is stated in bold on the warranty form. It covers appliances years and newer, and also includes issues with plumbing, electrical issues, roof leaks, load bearing walls, attached garage doors, and more. This warranty is provided FREE with each residential home inspection. Its coverage is not as extensive as a Month Warranty, so some things will not be covered. The Water Regulator is indeed a covered item and it would be replaced, for free, under this warranty. If the client has a 1-year warranty and uses it, the 90-Day Warranty will reimburse them the deductible they paid. This applies to each claim made During a home inspection, toilets are flushed, faucets are turned on, water heaters are inspected, dishwashers are run through a complete cycle. No one can predict when an item, such as a water regulator, will fail. When systems are working properly during an inspection, there are no failures to reportHad any of these items not worked properly, we would have reported them and suggested they be corrected or reviewed by a licensed plumber. These items began to fail after a full week of use once moved in. A Home Inspection takes an average of to hours to performWe push the water as much as is reasonably possible during the inspection, but if something does not fail or create an issue, we simply cannot report something that does not occur We adhere to the ASHI Standards of Practice and will continue to do soIf the inspection industry changes its practice and includes the testing of water regulators, we will purchase the equipment necessary, and will train each of our inspectors to include that process

Our company has been in contact numerous times with our client The
inspector has discussed the circumstances with the clientIt is unfortunate
that this occurred; however, the diagnosis of the issue is outside of an ASHI
Certified inspection When we were made aware of the problem,
the client had already spoken to her
RealtorHe suggested that it may be a water pressure issueWe did not miss
anything It is simply outside the scope of the inspection The
client has acknowledged this fact, and her Realtor has also explained it to
her A copy of the ASHI Standards of Practice relating to this issue was
provided to her She is working with her year warranty company, and I believe they are
covering everything for her accept the deductibles We have also provided
her a 90-Day Warranty, and it should cover the deductible for the initial
repair of the water pressure regulator, which is $In addition, it may
cover additional deductibles The warranty company has the final say on
what is or is not covered Until the client begins submitting the claim,
I cannot answer as to what will be covered by the 90-Day WarrantyThis
warranty is provided, Free of Charge, to our clients.There are no ASHI Certified inspectors who are required to test the water
pressure in the home The inspector has provided over 10,inspections
to clients since and never has a water pressure test been required
The reason a warranty company will cover this item is because they can
become faulty at any timeThey do not cover items that were missed at the time
of the inspection The issues she is experiencing were not present at the
time of the inspection (issues with toilet,faucet, dishwasher, water heater),
and we cannot predict what may occur in the future We are sympathetic to their circumstances, but we are not at fault for what
has occurredI understand that the deductibles are the costs they will incur,
and if submitted, our warranty company will reimburse at least one of those
deductibles.Sincerely,*** ***, Owner

Our company has been in contact numerous times with our client The
inspector has discussed the circumstances with the clientIt is unfortunate
that this occurred; however, the diagnosis of the issue is outside of an ASHI
Certified inspection When we were made aware of the problem,
the client had already spoken to her
RealtorHe suggested that it may be a water pressure issueWe did not miss
anything It is simply outside the scope of the inspection The
client has acknowledged this fact, and her Realtor has also explained it to
her A copy of the ASHI Standards of Practice relating to this issue was
provided to her She is working with her year warranty company, and I believe they are
covering everything for her accept the deductibles We have also provided
her a 90-Day Warranty, and it should cover the deductible for the initial
repair of the water pressure regulator, which is $In addition, it may
cover additional deductibles The warranty company has the final say on
what is or is not covered Until the client begins submitting the claim,
I cannot answer as to what will be covered by the 90-Day WarrantyThis
warranty is provided, Free of Charge, to our clients.There are no ASHI Certified inspectors who are required to test the water
pressure in the home The inspector has provided over 10,inspections
to clients since and never has a water pressure test been required
The reason a warranty company will cover this item is because they can
become faulty at any timeThey do not cover items that were missed at the time
of the inspection The issues she is experiencing were not present at the
time of the inspection (issues with toilet,faucet, dishwasher, water heater),
and we cannot predict what may occur in the future We are sympathetic to their circumstances, but we are not at fault for what
has occurredI understand that the deductibles are the costs they will incur,
and if submitted, our warranty company will reimburse at least one of those
deductibles.Sincerely,*** ***, Owner

Complaint: ***
I am rejecting this response because: I am rejecting this response due to the fact that although they state they are following the Ashi home inspection guidelines and after reading them I will say that this is true so I will agree on this point.? Part of my disagreement is the fact that the inspection was done with us walking around with *** and he pointed out things that could be potential problems? After the inspection was over he then gave us a contract to sign which we did and payment was made.? He handed us a folder which had the ashi guidelines in it and we all left.? I had no idea what was in the folder and that is indeed my fault until I had to file a claim.? He never went over what was or was not covered.? He had a contract signed after the inspection was already done.? This should be something the clients are made aware of prior to going to a home inspection.? We are not the experts he is.? We should have time to read over this so if we have questions we can ask them? As far as us being in contact several times that is true, but I sent two e-mails, before I ever got a response and one phone call was never returned to find out how to file a claim although your employee told you she did.? I am willing to admit my ignorance in all of this, but your company has been in part to blame due to the fact we were NOT informed prior to our inspection.? ***? also told me that he is not allowed to check pressure and we will see on that as I have contact the ashi home as well.? There is a difference in what is not required and what is not allowed.? If this had been checked we would have no problem with the fact if failed after the inspection, ? We were also told the day inspection would take care of problems we had and realistically it only covers items that are years or less.? I have a issue with the ethnics of this fact as well.? In reality of the $that we should get back in deductables the?
Sincerely,
*** ***

Castle Home Inspections is dedicated to open communication with our Clients.? For this reason, we provide the following prior to and during each scheduled appointment: An email is sent within hours of the created appointment which confirms the date and time of the inspection.? Within the email, we invite the client to view the ASHI Standards of Practice through a CLICKABLE LINK provided to that siteThis email also includes a CLICKABLE LINK to view the Service Agreement which we also provide and review at the time of the inspection.A second email is sent hours prior to the inspection reminding the client and their agent of the appointment.? This email again includes the CLICKABLE LINK to the Service Agreement, so it has been sent twice to our client prior to the appointment.The folder given to each client at each inspection provides the client with several documents, including a paper copy of the ASHI Standards of Practice and the Service AgreementWe review these documents with our clients and we keep the paper signed by the client acknowledging they have received them? I am sorry you feel that we are in part to blame.? We provided the ASHI Standards of Practice once and the Service Agreement twice prior to the inspection and both documents at the inspection.? This was your 2nd inspection with us, and you also experienced this same process during your first inspection with us.? ? Your email to our office late Friday afternoon indicated that we had not responded to your phone message or email.? I called you the next day on Saturday morning, as soon as I was made aware of your attempt to contact us to follow up with you, which I feel is within a responsible timeframe.? ? Your fees of almost $1,paid to us did include the cost for separate home inspection services, but I want to make clear that this home inspection fee was only $375.00.? Your total fee included the cost for additional services ordered in addition to the home inspection.? Radon Testing, Termite Inspections, Sewer-Lateral Scope Inspections, and Natural Gas Inspections are services that are never required, but are available at an additional cost, and you chose to include all services available? The 90-Day Warranty is a Limited Structural & Mechanical Buyer’s Home Warranty and was provided in your folder for both home inspections.? This is stated in bold on the warranty form.? It covers appliances years and newer, and also includes issues with plumbing, electrical issues, roof leaks, load bearing walls, attached garage doors, and more.? This warranty is provided FREE with each residential home inspection.? Its coverage is not as extensive as a Month Warranty, so some things will not be covered.? The Water Regulator is indeed a covered item and it would be replaced, for free, under this warranty.? If the client has a 1-year warranty and uses it, the 90-Day Warranty will reimburse them the deductible they paid.? This applies to each claim made? During a home inspection, toilets are flushed, faucets are turned on, water heaters are inspected, dishwashers are run through a complete cycle.? No one can predict when an item, such as a water regulator, will fail.? When systems are working properly during an inspection, there are no failures to reportHad any of these items not worked properly, we would have reported them and suggested they be corrected or reviewed by a licensed plumber.? These items began to fail after a full week of use once moved in.? A Home Inspection takes an average of to hours to performWe push the water as much as is reasonably possible during the inspection, but if something does not fail or create an issue, we simply cannot report something that does not occur? ? ? We adhere to the ASHI Standards of Practice and will continue to do soIf the inspection industry changes its practice and includes the testing of water regulators, we will purchase the equipment necessary, and will train each of our inspectors to include that process.? ? ?

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response due to the fact that although they state they are following the Ashi home inspection guidelines and after reading them I will say that this is true so I will agree on this point.  Part of my disagreement is the fact that the inspection was done with us walking around with [redacted] and he pointed out things that could be potential problems.  After the inspection was over he then gave us a contract to sign which we did and payment was made.  He handed us a folder which had the ashi guidelines in it and we all left.  I had no idea what was in the folder and that is indeed my fault until I had to file a claim.  He never went over what was or was not covered.  He had a contract signed after the inspection was already done.  This should be something the clients are made aware of prior to going to a home inspection.  We are not the experts he is.  We should have time to read over this so if we have questions we can ask them.  As far as us being in contact several times that is true, but I sent two e-mails, before I ever got a response and one phone call was never returned to find out how to file a claim although your employee told you she did.  I am willing to admit my ignorance in all of this, but your company has been in part to blame due to the fact we were NOT informed prior to our inspection.  [redacted] also told me that he is not allowed to check pressure and we will see on that as I have contact the ashi home as well.  There is a difference in what is not required and what is not allowed.  If this had been checked we would have no problem with the fact if failed after the inspection,  We were also told the 90 day inspection would take care of problems we had and realistically it only covers items that are 10 years or less.  I have a issue with the ethnics of this fact as well.  In reality of the $300 that we should get back in deductables the 
Sincerely,
[redacted]