Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) April 21, Mr [redacted] Minneapolis, MN Dear Mr [redacted] , I would like to apologize for the confusion regarding your appointment for a home inspection of a property under contract I have conducted a thorough review of our internal communications and procedures regarding your experience with InspectaHomes, and know that you originally scheduled the inspection for Friday afternoon April Next, because of a delay in completing a purchase agreement addendum, the appointment was cancelled, and we began the process of removing the inspection from our schedule Before that internal process was completed, you resolved the purchase agreement issues, and rescheduled the home inspection for the original timeThis on again/off again/on again status caused confusion and miscommunication between our office staff regarding the status of the inspection, and as you know, the end resuft was that no inspector appeared at the home as you anticipatedI understand that you then contacted our office, were informed that we would have to reschedule the appointment, and you declined to do so After receiving your Revdex.com inquiry, I called and left you a voice mail asking how we might resolve this issue, but I have not received a call back and at this point assume that you have made other home inspection arrangementsIf that is not the case, please let me know and I will do my best to provide you with the inspection services you require Both of our team members involved in the scheduling of your home inspection have been with the company a long time and schedule in excess of appointments each yearJust as you strive for in your position, Inspecta-Homes also makes every possible effort through technology and training, to make the home inspection process as effortless for the buyer as possible, with a goal that "nothing falls through the cracks" While scheduling issues of this type are very rare, they do occur from time to time and I am very sorry for the inconvenience this has caused youif I can be of any assistance please let me know Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is a rough timeline of events: - I e-mail to see if an inspection can be conducted; - The following day, [redacted] (I think) e-mails asking basic questions about the house; - I reply immediately answering the questions posed; - I receive no confirmation from [redacted] that the appointment is or is not confirmed; - I reply to [redacted] the day before requesting clarification; - No answer; - Later that evening, I e-mail [redacted] that we have not received a signed purchase agreement and that we may need to cancel; - No response; - The following morning, around am, I call the office and communicate to the office manager that we received the completed purchase agreement and I would like to maintain the appointment; - The office manager says she looked into the system, the appointment has not been cancelled, the inspector will be at the home at (the first confirmation I had received in 2+ days that the appointment was confirmed), and that she "will take care of it;" - I depart work at PM on the day of the inspection to meet the inspectorNo inspector shows at PM - I call the office and [redacted] answersShe says she cancelled the appointment after received my e-mail but never sent a confirmation of cancellation nor called me to confirm acceptance or cancellationShe says the manager spoke to her that morning saying "she had taken care of it," but [redacted] indicates she never asks what that means [redacted] , on the strength of an e-mail sent the day before but blind to several conversations since, had cancelled the appointment after arriving to work on Friday AND after talking to the office manager - [redacted] makes no attempt to apologize for the quality of customer service provided and makes no excuses for the complete lack of communication from the moment that I sent the first e-mail to the moment I made the last phone call In any business, mistakes are possibleHowever, business is communicate with the clientThe inspector not showing at pm on the day of the inspection was the most obvious failure, but the first failure was when I never received a call, text or e-mail to indicate that the original inspection was confirmedAs these things go, it's always a scramble to find an inspector within the permitted 3-day windowI relied on Inspecta-Homes to get things done and Inspecta-Homes failed meFor two days I had to worry about whether the appointment was official or notI called the day of and received confirmation, allaying my concerns...only to be disappointed hours later when no inspector showed and [redacted] saying she cancelled the appointment hours after I called in with instructions not to cancel Obviously there's no inspection to conduct at this pointThough I appreciate the voicemail and follRevdex.com response, I remain dissatisfied and will not recommend Inspecta-Homes to friends or clientsThere are some errors of omission that can't be forgivenLeaving a client hanging on the 3rd day of a day inspection period is one such unforgivable sin
Initial Business Response /* (1000, 5, 2015/04/22) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
April 21, 2015
Mr. [redacted]
Minneapolis, MN 55417
Dear Mr. [redacted],
I would...
like to apologize for the confusion regarding your appointment for a home inspection of
a property under contract.
I have conducted a thorough review of our internal communications and procedures regarding
your experience with InspectaHomes, and know that you originally scheduled the inspection for
Friday afternoon April 10. Next, because of a
delay in completing a
purchase agreement
addendum, the appointment was cancelled, and we began the process of removing the
inspection from our schedule.
Before that internal process was completed, you resolved the purchase agreement issues, and
rescheduled the home inspection for the original time. This on again/off again/on again status
caused confusion and miscommunication between our office staff regarding the status of the
inspection, and as you know, the end resuft was that no inspector appeared at the home as you
anticipated. I
understand that you then contacted our office, were informed that we would have
to reschedule the appointment, and you declined to do so.
After receiving your Revdex.com inquiry, I
called and left you a
voice mail asking how we might resolve
this issue, but I
have not received a
call back and at this point assume that you have made other
home inspection arrangements. If that is not the case, please let me know and I
will do my best
to provide you with the inspection services you require.
Both of our team members involved in the scheduling of your home inspection have been with
the company a
long time and schedule in excess of 6000 appointments each year. Just as you
strive for in your position, Inspecta-Homes also makes every possible effort through technology
and training, to make the home inspection process as effortless for the buyer as possible, with a
goal that "nothing falls through the cracks"
While scheduling issues of this type are very rare, they do occur from time to time and I am very
sorry for the inconvenience this has caused you. if I can be of any assistance please let me know.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is a rough timeline of events:
- I e-mail to see if an inspection can be conducted;
- The following day, [redacted] (I think) e-mails asking basic questions about the house;
- I reply immediately answering the questions posed;
- I receive no confirmation from [redacted] that the appointment is or is not confirmed;
- I reply to [redacted] the day before requesting clarification;
- No answer;
- Later that evening, I e-mail [redacted] that we have not received a signed purchase agreement and that we may need to cancel;
- No response;
- The following morning, around 8 am, I call the office and communicate to the office manager that we received the completed purchase agreement and I would like to maintain the appointment;
- The office manager says she looked into the system, the appointment has not been cancelled, the inspector will be at the home at 2 (the first confirmation I had received in 2+ days that the appointment was confirmed), and that she "will take care of it;"
- I depart work at 1 PM on the day of the inspection to meet the inspector. No inspector shows at 2 PM.
- I call the office and [redacted] answers. She says she cancelled the appointment after received my e-mail but never sent a confirmation of cancellation nor called me to confirm acceptance or cancellation. She says the manager spoke to her that morning saying "she had taken care of it," but [redacted] indicates she never asks what that means. [redacted], on the strength of an e-mail sent the day before but blind to several conversations since, had cancelled the appointment after arriving to work on Friday AND after talking to the office manager.
- [redacted] makes no attempt to apologize for the quality of customer service provided and makes no excuses for the complete lack of communication from the moment that I sent the first e-mail to the moment I made the last phone call.
In any business, mistakes are possible. However, business 101 is communicate with the client. The inspector not showing at 2 pm on the day of the inspection was the most obvious failure, but the first failure was when I never received a call, text or e-mail to indicate that the original inspection was confirmed. As these things go, it's always a scramble to find an inspector within the permitted 3-day window. I relied on Inspecta-Homes to get things done and Inspecta-Homes failed me. For two days I had to worry about whether the appointment was official or not. I called the day of and received confirmation, allaying my concerns...only to be disappointed hours later when no inspector showed and [redacted] saying she cancelled the appointment hours after I called in with instructions not to cancel.
Obviously there's no inspection to conduct at this point. Though I appreciate the voicemail and follow-up Revdex.com response, I remain dissatisfied and will not recommend Inspecta-Homes to friends or clients. There are some errors of omission that can't be forgiven. Leaving a client hanging on the 3rd day of a 3 day inspection period is one such unforgivable sin.
Initial Business Response /* (1000, 6, 2014/06/30) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Mr. [redacted] ordered 2 separate inspections for the property located at [redacted] in Maplewood,...
MN. The first occurred on April 17th, 2014. Prior to this inspection Mr. [redacted] was provided with an electronic copy of the inspection agreement, which he signed, as well as a copy of the standards of practice of the American Society of Home Inspectors (ASHI) which details the scope and purpose of a general home inspection. Mr. [redacted] has requested a full refund because the inspector did not remove an electrical outlet cover plate and look into the wall cavity for mold. As I stated in my original response to Mr. [redacted], the contract is very specific as to what is done and what is not done. The front page of the contract lists a number of items that we do not do. This is in large bold type and each item is bullet pointed. The third bullet point states we do not: Probe into interior or exterior walls. The fourth bullet point states we do not: Identify or discover latent, hidden or concealed defects. The fifth bullet point states that we do not: Determine the presence of mold, mildew or other environmental conditions.
The second inspection ordered by Mr. [redacted] was limited to the exterior roof covering. This was required because the roof was snow covered at the time of the original inspection and not visible. Mr. [redacted] received another electronic copy of the inspection agreement, which he again signed, as as another copy of the ASHI standards of practice. I have attached copies of both contracts for your review.
Our contract is very straight forward in stating what we do and what we don't do. If there was an item that the inspector was supposed to inspect as part of the general home inspection and they missed it or overlooked it, we would be having a different conversation. That is not the case. Based on the information presented I do not feel that a refund of any amount is warranted.
Initial Consumer Rebuttal /* (3000, 8, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Inspecta-Homes contract is not clear. There is an implied service beyond what the bullet points cover. I have offered to send photos to inspecta-homes and they refuse to do anything other than send generic forum letters. This problem was blatantly obvious but rather than take care of a customer they would rather stand behind their dishonest work.
Final Business Response /* (4000, 10, 2014/07/11) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Re: Case # [redacted]
Dear Mr. [redacted],
Mr. [redacted] stated that communication with us was extremely difficult and that all he received
back were generic form letters. The first email Mr. [redacted] sent was responded to within 24
hours, the second correspondence was through the Revdex.com and was responded to within 3
business days. The last correspondence was again through the Revdex.com and received in my office on
July 7th and I am preparing a response today, July 10th. He stated that all he received in
response were generic forum letters. There is nothing generic about the responses I have
provided. Mr. [redacted] also stated that I refused to look at photos. This is not true. The only
photo I have been provided, which I looked at, were in his original email.
Mr. [redacted] was provided a copy of the inspection agreement with the standards of practice of
The American Society of Home Inspectors --ASHI-(the oldest professional affiliation for Home
Inspectors in North America) prior to his hiring Inspecta-Homes. We send the Inspection
Agreement and Standards of Practice to all of our clients that provide us an email address prior
to conducting inspections so that there is no misunderstanding in how a professional inspection
is conducted as well as its limitations, As I stated in my response, our contract is very straight
forward, contains very little legalese and is easy to understand. It also states that you should
not sign it unless you have read the terms contained herein, and agree to be bound by the
restrictions and limitations described. He stated that we (Inspecta-Homes) are dishonest
people. I am very proud of the reputation we have achieved over the last 32+ years in
operation. During that time we have conducted well in excess of 100,000 inspections in this
market (more than any other inspection company) and have a customer satisfaction rating of
over 99.9%. I am sorry that he is experiencing issues with his home but his expectations far
exceed any standards of practice for home inspectors. As a small business owner I have come to
realize that while we strive for 100% customer satisfaction it is difficult to achieve.
Sincerely,
[redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/22) */ ***response has been scanned in and converted to text below (original document is available using the online complaint system) April 21, Mr [redacted] Minneapolis, MN Dear Mr [redacted] , I would like to apologize for the confusion regarding your appointment for a home inspection of a property under contract I have conducted a thorough review of our internal communications and procedures regarding your experience with InspectaHomes, and know that you originally scheduled the inspection for Friday afternoon April Next, because of a delay in completing a purchase agreement addendum, the appointment was cancelled, and we began the process of removing the inspection from our schedule Before that internal process was completed, you resolved the purchase agreement issues, and rescheduled the home inspection for the original timeThis on again/off again/on again status caused confusion and miscommunication between our office staff regarding the status of the inspection, and as you know, the end resuft was that no inspector appeared at the home as you anticipatedI understand that you then contacted our office, were informed that we would have to reschedule the appointment, and you declined to do so After receiving your Revdex.com inquiry, I called and left you a voice mail asking how we might resolve this issue, but I have not received a call back and at this point assume that you have made other home inspection arrangementsIf that is not the case, please let me know and I will do my best to provide you with the inspection services you require Both of our team members involved in the scheduling of your home inspection have been with the company a long time and schedule in excess of appointments each yearJust as you strive for in your position, Inspecta-Homes also makes every possible effort through technology and training, to make the home inspection process as effortless for the buyer as possible, with a goal that "nothing falls through the cracks" While scheduling issues of this type are very rare, they do occur from time to time and I am very sorry for the inconvenience this has caused youif I can be of any assistance please let me know Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is a rough timeline of events: - I e-mail to see if an inspection can be conducted; - The following day, [redacted] (I think) e-mails asking basic questions about the house; - I reply immediately answering the questions posed; - I receive no confirmation from [redacted] that the appointment is or is not confirmed; - I reply to [redacted] the day before requesting clarification; - No answer; - Later that evening, I e-mail [redacted] that we have not received a signed purchase agreement and that we may need to cancel; - No response; - The following morning, around am, I call the office and communicate to the office manager that we received the completed purchase agreement and I would like to maintain the appointment; - The office manager says she looked into the system, the appointment has not been cancelled, the inspector will be at the home at (the first confirmation I had received in 2+ days that the appointment was confirmed), and that she "will take care of it;" - I depart work at PM on the day of the inspection to meet the inspectorNo inspector shows at PM - I call the office and [redacted] answersShe says she cancelled the appointment after received my e-mail but never sent a confirmation of cancellation nor called me to confirm acceptance or cancellationShe says the manager spoke to her that morning saying "she had taken care of it," but [redacted] indicates she never asks what that means [redacted] , on the strength of an e-mail sent the day before but blind to several conversations since, had cancelled the appointment after arriving to work on Friday AND after talking to the office manager - [redacted] makes no attempt to apologize for the quality of customer service provided and makes no excuses for the complete lack of communication from the moment that I sent the first e-mail to the moment I made the last phone call In any business, mistakes are possibleHowever, business is communicate with the clientThe inspector not showing at pm on the day of the inspection was the most obvious failure, but the first failure was when I never received a call, text or e-mail to indicate that the original inspection was confirmedAs these things go, it's always a scramble to find an inspector within the permitted 3-day windowI relied on Inspecta-Homes to get things done and Inspecta-Homes failed meFor two days I had to worry about whether the appointment was official or notI called the day of and received confirmation, allaying my concerns...only to be disappointed hours later when no inspector showed and [redacted] saying she cancelled the appointment hours after I called in with instructions not to cancel Obviously there's no inspection to conduct at this pointThough I appreciate the voicemail and follRevdex.com response, I remain dissatisfied and will not recommend Inspecta-Homes to friends or clientsThere are some errors of omission that can't be forgivenLeaving a client hanging on the 3rd day of a day inspection period is one such unforgivable sin
Initial Business Response /* (1000, 5, 2015/04/22) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
April 21, 2015
Mr. [redacted]
Minneapolis, MN 55417
Dear Mr. [redacted],
I would...
like to apologize for the confusion regarding your appointment for a home inspection of
a property under contract.
I have conducted a thorough review of our internal communications and procedures regarding
your experience with InspectaHomes, and know that you originally scheduled the inspection for
Friday afternoon April 10. Next, because of a
delay in completing a
purchase agreement
addendum, the appointment was cancelled, and we began the process of removing the
inspection from our schedule.
Before that internal process was completed, you resolved the purchase agreement issues, and
rescheduled the home inspection for the original time. This on again/off again/on again status
caused confusion and miscommunication between our office staff regarding the status of the
inspection, and as you know, the end resuft was that no inspector appeared at the home as you
anticipated. I
understand that you then contacted our office, were informed that we would have
to reschedule the appointment, and you declined to do so.
After receiving your Revdex.com inquiry, I
called and left you a
voice mail asking how we might resolve
this issue, but I
have not received a
call back and at this point assume that you have made other
home inspection arrangements. If that is not the case, please let me know and I
will do my best
to provide you with the inspection services you require.
Both of our team members involved in the scheduling of your home inspection have been with
the company a
long time and schedule in excess of 6000 appointments each year. Just as you
strive for in your position, Inspecta-Homes also makes every possible effort through technology
and training, to make the home inspection process as effortless for the buyer as possible, with a
goal that "nothing falls through the cracks"
While scheduling issues of this type are very rare, they do occur from time to time and I am very
sorry for the inconvenience this has caused you. if I can be of any assistance please let me know.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is a rough timeline of events:
- I e-mail to see if an inspection can be conducted;
- The following day, [redacted] (I think) e-mails asking basic questions about the house;
- I reply immediately answering the questions posed;
- I receive no confirmation from [redacted] that the appointment is or is not confirmed;
- I reply to [redacted] the day before requesting clarification;
- No answer;
- Later that evening, I e-mail [redacted] that we have not received a signed purchase agreement and that we may need to cancel;
- No response;
- The following morning, around 8 am, I call the office and communicate to the office manager that we received the completed purchase agreement and I would like to maintain the appointment;
- The office manager says she looked into the system, the appointment has not been cancelled, the inspector will be at the home at 2 (the first confirmation I had received in 2+ days that the appointment was confirmed), and that she "will take care of it;"
- I depart work at 1 PM on the day of the inspection to meet the inspector. No inspector shows at 2 PM.
- I call the office and [redacted] answers. She says she cancelled the appointment after received my e-mail but never sent a confirmation of cancellation nor called me to confirm acceptance or cancellation. She says the manager spoke to her that morning saying "she had taken care of it," but [redacted] indicates she never asks what that means. [redacted], on the strength of an e-mail sent the day before but blind to several conversations since, had cancelled the appointment after arriving to work on Friday AND after talking to the office manager.
- [redacted] makes no attempt to apologize for the quality of customer service provided and makes no excuses for the complete lack of communication from the moment that I sent the first e-mail to the moment I made the last phone call.
In any business, mistakes are possible. However, business 101 is communicate with the client. The inspector not showing at 2 pm on the day of the inspection was the most obvious failure, but the first failure was when I never received a call, text or e-mail to indicate that the original inspection was confirmed. As these things go, it's always a scramble to find an inspector within the permitted 3-day window. I relied on Inspecta-Homes to get things done and Inspecta-Homes failed me. For two days I had to worry about whether the appointment was official or not. I called the day of and received confirmation, allaying my concerns...only to be disappointed hours later when no inspector showed and [redacted] saying she cancelled the appointment hours after I called in with instructions not to cancel.
Obviously there's no inspection to conduct at this point. Though I appreciate the voicemail and follow-up Revdex.com response, I remain dissatisfied and will not recommend Inspecta-Homes to friends or clients. There are some errors of omission that can't be forgiven. Leaving a client hanging on the 3rd day of a 3 day inspection period is one such unforgivable sin.
Initial Business Response /* (1000, 6, 2014/06/30) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Mr. [redacted] ordered 2 separate inspections for the property located at [redacted] in Maplewood,...
MN. The first occurred on April 17th, 2014. Prior to this inspection Mr. [redacted] was provided with an electronic copy of the inspection agreement, which he signed, as well as a copy of the standards of practice of the American Society of Home Inspectors (ASHI) which details the scope and purpose of a general home inspection. Mr. [redacted] has requested a full refund because the inspector did not remove an electrical outlet cover plate and look into the wall cavity for mold. As I stated in my original response to Mr. [redacted], the contract is very specific as to what is done and what is not done. The front page of the contract lists a number of items that we do not do. This is in large bold type and each item is bullet pointed. The third bullet point states we do not: Probe into interior or exterior walls. The fourth bullet point states we do not: Identify or discover latent, hidden or concealed defects. The fifth bullet point states that we do not: Determine the presence of mold, mildew or other environmental conditions.
The second inspection ordered by Mr. [redacted] was limited to the exterior roof covering. This was required because the roof was snow covered at the time of the original inspection and not visible. Mr. [redacted] received another electronic copy of the inspection agreement, which he again signed, as as another copy of the ASHI standards of practice. I have attached copies of both contracts for your review.
Our contract is very straight forward in stating what we do and what we don't do. If there was an item that the inspector was supposed to inspect as part of the general home inspection and they missed it or overlooked it, we would be having a different conversation. That is not the case. Based on the information presented I do not feel that a refund of any amount is warranted.
Initial Consumer Rebuttal /* (3000, 8, 2014/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Inspecta-Homes contract is not clear. There is an implied service beyond what the bullet points cover. I have offered to send photos to inspecta-homes and they refuse to do anything other than send generic forum letters. This problem was blatantly obvious but rather than take care of a customer they would rather stand behind their dishonest work.
Final Business Response /* (4000, 10, 2014/07/11) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Re: Case # [redacted]
Dear Mr. [redacted],
Mr. [redacted] stated that communication with us was extremely difficult and that all he received
back were generic form letters. The first email Mr. [redacted] sent was responded to within 24
hours, the second correspondence was through the Revdex.com and was responded to within 3
business days. The last correspondence was again through the Revdex.com and received in my office on
July 7th and I am preparing a response today, July 10th. He stated that all he received in
response were generic forum letters. There is nothing generic about the responses I have
provided. Mr. [redacted] also stated that I refused to look at photos. This is not true. The only
photo I have been provided, which I looked at, were in his original email.
Mr. [redacted] was provided a copy of the inspection agreement with the standards of practice of
The American Society of Home Inspectors --ASHI-(the oldest professional affiliation for Home
Inspectors in North America) prior to his hiring Inspecta-Homes. We send the Inspection
Agreement and Standards of Practice to all of our clients that provide us an email address prior
to conducting inspections so that there is no misunderstanding in how a professional inspection
is conducted as well as its limitations, As I stated in my response, our contract is very straight
forward, contains very little legalese and is easy to understand. It also states that you should
not sign it unless you have read the terms contained herein, and agree to be bound by the
restrictions and limitations described. He stated that we (Inspecta-Homes) are dishonest
people. I am very proud of the reputation we have achieved over the last 32+ years in
operation. During that time we have conducted well in excess of 100,000 inspections in this
market (more than any other inspection company) and have a customer satisfaction rating of
over 99.9%. I am sorry that he is experiencing issues with his home but his expectations far
exceed any standards of practice for home inspectors. As a small business owner I have come to
realize that while we strive for 100% customer satisfaction it is difficult to achieve.
Sincerely,
[redacted]