InspectHomes4U

In Mr. Keeney's words, we have a "less than blissful" relationship with our realtor. My boyfriend and I are first time home buyers, and our realtor was and is really inefficient. When I called Lorri at InspectHomes, I was so stressed out because we had no guidance from our realtor as to what to expect. Lorri was able to "handle" me, our questions, and even told me what to make sure my realtor does prior to inspection.

Mr. Keeney stayed at the house no less than five hours. I'm not sure he didn't spend the night there (haha). He greeted my boyfriend and I with a very warm smile, a handshake, and information. I can't express how much of a relief to know that Lorri and Steve were taking care of us. The inspection was very thorough, and he explained things to us in terms we could understand, and he didn't make mountains out of molehills, so to speak. He merely pointed out issues that could be handled by us, as buyers, and things we should definitely have the sellers take care of. It was so easy.

They were absolutely the silver lining of our homebuying experience. Mr. Keeney was very informative, made us promise that we'd call if we had questions, and overall an exceptional and cordial person to deal with.

One last thing, Lorri owns the company. My boyfriend and I were excited to be patronizing a woman owned business, in a largely male dominated field.

Inspector Steve Keeney made the home inspection for this first-time home buyer less stressful and easy to understand. Both Inspector Keeney and office support Lorrie were great to work with. The inspection was thorough and each item was explained to us in detail. I highly recommend Steve Keeney, Lorrie Keeney and InspectHomes4U for all home inspection needs.

Review: I contracted this business to provide home inspection services on a home I was interested in buying. During the course of the inspection, several issues were missed which fall under the terms of the scope of the service agreement such as missing broken window seals, missing a slow flushing toilet. When the company was contacted ( and there are a plethora of e-mails to back this up) they kept insisting that they were not the problem and kept asking me to respond to there questions such as, "did you have an outside expert inspect the alleged leaking window seals" I have received NO satisfaction from this company and would never use them again or recommend them to anyone I know. In addition to this complaint, I am filing a formal complaint with the state of Kentucky bureau of inspectors as well.Desired Settlement: I want this company to acknowledge that they in fact did not perform a satisfactory and or complete inspection missing many important things that I have had to correct including installing a new toilet and having a service call on a slow running (almost totally plugged kitchen drain) neither of which were mentioned in the report.

Business

Response:

The original complaint from Mr. [redacted] was simple.

It was presented in a 1/18/2013 email that read: “After closing today, we discovered that the main great room window, as shown on page 38 of the inspection report, was not dirty, as suggested by the realtor but was actually compromised (suspect the seal was broke) this was not mention [sic] in your report. Comments?” (Ex A.)

InspectHomes not only welcomes client feedback, it is solicited. Over my 20 years in this business, feedback has been another chance to reinforce best practices, to refine those that might be improved, to enhance word-of-mouth, and to stay highly competitive. This is especially important to InspectHomes4U since we are the only home inspection company in the region with an affiliated home inspection school, [redacted] Client feedback not only helps our business, it helps us teach. In this case, Mr. [redacted]’s inspector also is a teacher who trains home inspectors at [redacted] Licensed home inspectors pay to come from throughout the region to learn from him.

Client feedback is routinely solicited, for example, with a survey sent to each client shortly after their home inspection report is received. In Mr. [redacted]’s survey form response for this inspection, dated 1/16/2013, he hand wrote that his home inspection was “very thorough.” Perhaps we do not need to add that he was correct – it was very thorough, taking four hours in a relatively small condominium (in condominiums, the structure, roof, and often windows and doors are Association property not conveyed to unit owners, which frequently shortens inspection times, since inspections cover only the property the client is buying). Mr. [redacted] also checked survey boxes saying, among other things, he “will recommend InspectHomes4U to others.” (Ex B.) (As an aside, he also wrote, accurately, that this was the “2nd time this year I have used your service.” Two inspections in one year for the same client is unusual. It turned out that Mr. [redacted] used his first home inspection to void his purchase contract when the seller would not pay for requested repairs.)

Mr. [redacted] is an experienced home buyer of retirement age, not a first-time home buyer. He advised the inspector he was beginning remodeling of the condo right away. He was planning to do most of the work himself, he said, assisted by his daughter, who evidently was in the interior design/remodeling business. (Also as an aside, home inspectors have been licensed in Kentucky since 2006, but remodelers and builders are not licensed in Kentucky. )

Because I have been in this business since 1993, there is a standard complaint protocol. Complaints are exceedingly rare at InspectHomes. This is the first complaint in years, and the first to the Revdex.com since InspectHomes joined 7 years ago. We are proud of, and value, our A+ rating.

Even so, the process is refined after years of experience. The goal is to quickly establish basic facts that can predict an arbitration outcome (arbitration is mandatory in our contract) or an administrative board result, and then save everyone the trouble. Overall, the aim is to turn complaints into compliments. The more quickly any complaints can be resolved, the better, generally speaking. To those ends, the process seeks to rapidly answer a series of basic questions. Exactly what was the problem? Was there a independent professional who evaluated it? And so on. The objective is to generally sort out misunderstandings or get a fix on what went wrong, if anything; then approximate contributory responsibility among those involved (usually the buyer has prime responsibility under caveat emptor, then the seller if a condition is concealed, and then possibly others). Last we try to allocate costs, if any, proportionately.

Normally, as we said several times to Mr. [redacted], this is a straightforward, simple and quick process. It does not take a lot of homework, or paperwork.

InspectHomes’ reply to Mr. [redacted]’s 1/18 email, with our usual inquiries, and Mr. [redacted]’s response, is at Ex C.

Two things stand out: First, the claim the window had something wrong was solely Mr. [redacted]’s. He had not had a “window specialist” examine it (window specialists are “certified” in Kentucky). Though both licensed professionals who examined the window – the inspector and the agent – were experienced and reached the opinion it was acceptable, Mr. [redacted] concluded otherwise. This further suggests he chose to replace it himself, since no estimate or other paperwork from a certified window specialist was provided.

Second, he failed to answer or avoided most of the inquiries.

The complaint process also opens a window into the complaint’s source. Clients with real problems are forthright, promptly reply and provide copies of estimates from professionals, such as a window specialist or home warranty claim adjuster. People with other motives are evasive and often lacking in candor. Mr. [redacted] fell in the group that avoided answers.

Within a couple of days, he was refusing to answer, calling routine questions “invalid” (whatever that means). For example, asked if he purchased a home warranty, and made a claim (which would involve a professional claims adjuster), he wrote on 2/24 that “Home warranty is beyond your scope. I clearly understand your inspection is not a warranty therefore this question is invalid.” (“Question #6, in Ex D.)

Mr. [redacted] is correct that our contract, and the Kentucky Standards of Practice (SOP) both expressly provide that a home inspection is not a warranty or guarantee of any kind; it is limited to a “professional opinion” based solely on”visual analysis.” (A copy of our contract is at Ex E. See also KRS 198B.700, attached at Ex F.)

But that was not the question. The question was: “I also am unable to tell if you purchased the home warranty... Did you?” (See Question #6 in the attached InspectHomes 2/4 email.)

Further, given that he acknowledges InspectHomes provides no warranty or the like, the issue is narrowed simply to a question of potential negligence. But he already has acknowledged the inspection was “very thorough” (Ex B.) There was no other evidence of negligence – even giving the benefit of substantial doubt to Mr. [redacted]’s claim of some erroneous opinion about the window. “Professional opinions” are not required to be perfect or error-free. Many people get “second opinions” from professionals for exactly that reason. Moreover, the SOP rule for reporting a deficiency is that it be a “significant deficiency” (KRS 198B.700(5)(a)), which is defined as a condition “likely to materially adversely affect the value of the home.” “Materially” means an amount 10% or greater than the value of the home. This window would not come close, even granting the benefit of that substantial doubt again.

At the end of the day, when it comes to negligence, even if everybody involved could have done better, or goofed, the owner is the home buyer. That is the long-standing, unquestioned rule of caveat emptor – “buyer beware.” Nothing here even suggests anyone breached any duty to Mr. [redacted]. Only that he either let himself down, by not having a window specialist look the window over when he thought it was defective, by not making a request for repairs, and by not making a claim under his home warranty, just for starters. If he had followed the report’s recommendation to have certain windows repaired (Ex K), he could have conveniently had this window checked at functionally no cost. But he even decided not to do that.

Even so, the photo of the window in the home inspection report shows a see-through window which makes the contention it was fogged – at least at the time of inspection – dubious. (Ex K. The right photo of the Living room rear window to the back patio is the window in question.)

By 2/6, it had taken so much time and so many emails to try to get straight answers to simple, routine questions that InspectHomes finally notified him that continued “refusal to provide the requested information would terminate the review of” his request. (Ex G.)

Mr. [redacted] responded, clearly erroneously, that he had “NOT refused to supply information.” He had the list of question he had not answered in his hands.

Following the process, InspectHomes then spent the time to prepare a list of 21 numbered facts that appeared to be the best description of the factual situation. It was sent later on 2/6.

We continue to believe that those points are an accurate statement of the known facts today.

In an underlined request at the end of the list, Mr. [redacted] was asked to notify us if he disputed or wished to clarify any of them. He never did. That reinforces our view that the list is correct.

Finally, the 2/6 email with the Fact statement ended with a simple request, also underlined: “Since you ‘clearly understand your inspection is not a warranty,’ as you put it ..., and it is clear now that you have warranties available, it would helpful [sic] for you to tell us exactly what you have in mind we might do to ‘make it right.’” Ex H at p. 3.)

He did not reply.

InspectHomes then tried to call him to resolve it. Even though, as a matter of fact, it was clear enough Mr. [redacted]’s claim about the window was lacking factual support of any meaningful kind, and there was no negligence by either the home inspector or the real estate agent, InspectHomes attempts to satisfactorily resolve all complaints. At the time, InspectHomes was prepared to refund his inspection fee in exchange for a General Release.

But the call and email went unanswered. A quick summary exchange of emails documenting this is attached at Ex I. I personally called and emailed. Finally I emailed again on 2/25, noting those attempts and adding “I sent you an email 2/15 asking you to call me. You have not.” Mr. [redacted] replied “And I will not.” (Ex I, p. 1.)

It was not until nearly a month after I began calling that Mr. [redacted] started trying to “gild the lilly” by adding claims, such a “slow” draining kitchen plumbing. (Ex J.)

This presented the nearly preposterous proposition that the sellers who lived there for years could not use their kitchen – and then concealed or failed to disclose that fact – and that Mr. [redacted] failed to discover it living there for about two months (since c.1/18) – and that Mr. [redacted] pursued no claim against those sellers. Or his claim that the toilet in the master bedroom did not work – over two months after he had been living there, curiously coincident with his remodeling – even though it worked fine for the home inspector and real estate agent – and, once again, he pursued no warranty claim and no claim against the sellers. And so on.

It is plain that Mr. [redacted] is presenting at best a contention that he disagrees with his home inspector and real estate agent, and that he wishes to avoid any responsibility for his own decision to close despite his belief that the window was defective. He also wishes to ignore his decision not make any request for repairs prior to closing. It also seems clear that he has not claimed under his home warranty, or pursued any other relief. He may also wish to shift damages caused by his own handyman remodeling to others.

In any case, the photo of the window involved, at Ex K, leaves no doubt that it was a see-through window in typical condition for a home that had been vacant.

The truth appears to be that Mr. [redacted] simply believes he can extract money by threatening to make a complaint with the Revdex.com, whatever the facts may be.

InspectHomes is not in the business of paying to avoid complaints. We provide industry-leading home inspections, we do them exceedingly well, and we stand behind our work.

Despite all this, InspectHomes remains interested in resolving this without any further waste of time. Under the circumstances, the refund Mr. [redacted] now says he wants in the Complaint (under “Desired Settlement”) would be available in exchange for a usual and customary General Release, including standard provisions as to confidentiality, no wrongdoing by InspectHomes, and withdrawal of all claims/complaints of any kind. He would also have include a sworn statement in the Release that he has neither claimed nor collected anything of value from anyone else, including a warranty company, with respect to these claims.

I would be pleased to provide any additional information that may be useful.

Respectfully submitted,

President

InspectHomes4U, LLC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9508563, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The sane old double talk I received when this matter first came up. The house was not occupied at the time these complaints were made. Gilding the Lily? Seriously? The toilet was clogged and would not flush before we ever moved into the house. The kitchen drain was so clogged up I had to have my home warranty company send a plumber to unclog the drain.

It is the responsibility of the inspector, according to his own documents, to ascertain if window seals are compromised and whether or not toilets etc., work properly. Clearly this was not done. I choose to have no further obfuscation of this matter by the inspection company and due to their perceived efforts to disclaim ANY responsibility for any oversights on their parts, I rest my case.

Regards,

I was extremely happy with the home inspection performed by InspectHomes4U. The inspection report was extremely detailed and the inspector took ample time walking me through the initial findings. I would definitely recommend the company's services.

Lori & Steve both were a blessing to my husband and I. Buying a first time home is a very detailed experience and no matter what was asked we were very much informed. Lori and Steve helped our situation remarkably and everything turned out great!!! Steve and Lori were wonderful assests in our home buying experience!!!!

Thanks Lori and Steve!!!

While InspectHomes4U was timely in their response to my calls and they were able to schedule the inspection quickly, I was slightly disappointed with the report. Mr. Keeney arrived on time and performed a long (over four hours) and thorough inspection. After he concluded his inspection, he walked us through the house and pointed out some issues and concerns. He indicated in his report and our walk through that there was some "handyman" wiring, but he never expressed concern about the condition or quality of the electrical system. However, we had several electricians come in and point out the same fire hazard concerns due to bad wiring that Mr. Keeney did not point out. I called InsepctHomes4U to share my concern that this did not show up in the report, but Mr. Keeney was adamant that his recommendation to have a licensed electrician look at the electrical wiring was a substantial enough recommendation on his part. He also said that most likely the code was different when those electrical changes were made. I did some research and that was false, and I learned that these updates were clearly done without an inspection after their completion. All in all, the repairs to address the fire hazards cost $1,800. Had we learned this during the inspection, we would have pressed much harder for the sellers to make the repairs.

Mr. Keeney also made quite a deal out of insisting that we needed to upgrade from 100 to 200 amps, and each electrician told us that such an upgrade is unnecessary for the size of our house and the type of appliances and electronics we have (and we found out that we have friends with larger houses and more electronics than we do that also have 100 amps and they have never had a problem).

Needless to say, we were not completely happy with the report and the response to our concerns following the report. I will probably not use InspectHomes4U again.

We were VERY pleased with the service and value provided by InspectHomes4U. We were greeted by not just one, but a team of 4 inspectors. The inspection of the property we purchased was thorough, professional, and very informative. In our experience with previous home inspections, we were often left with more questions than answers and little direction with where to go ... "further evaluation by a professional" was often seen. The report we received from InspectHomes4U was concise and provided an excellent guide to aid us in moving forward with repair requests. We definitely recommend their services to anyone in need.