Top To Bottom Services

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: When I received the phone call from Dan,he did not apologize nor come from a place of humility and trying to understand the customer but instead was aggressive and antagonistic by calling into question and being angry for the statement I made suggesting that the company has a "policy of consistently responding to complaints by creating scenarios to put the company off the hook because they know people will not take the time to continue to pursue their claim" The reason for my statement was that I previously had a similar experience with one of his other managers regarding another incident in which the same aggressive and disrespectful tone was takenThis is why I made the above referenced statementAlthough I never spoke with the sign manager Kiran on the phone, during our email exchange not once did Kiran apologize for what happened with the damaged sign but immediately instead began suggesting other forms the sign could have been damagedInstead of Kiran coming from a place of how I can resolve the issue it became a back and forth of who was right or wrong It was not until I (the customer) suggested a resolution (for them to replace the damaged sign with one of my undamaged sign) and me threatening to report the company that their tone completely changed and they started to actually try to help meAnd this was also the first time I received an apology from KiranIt should not take that long nor that much energy for the customer to come to a resolutionI stick by my complaint because I feel the public needs to know about the manner this company handles complaints - specifically the tone of the managers and how instead of resolving the issue form the beginning they try to defray blame so the company holds no responsibilityRegarding the amount of sign installs claimed installed by the company in November (392) and in spring, I am a realtor and work with realtors and know for a fact that there are many realtors that never even make it out to their listings to see the sign installs so they would never know if their signs are properly installed or damagedI have been a customer with TTB for over six years and this is in fact the only time I have been displeased with a sign installedHowever, it makes it more disheartening that A loyal customer like myself would have to go through so much and be treated in thsi way to resolve this issueWhile I appreciate Dan's apology and him taking action to resolve the issue, it came too late and as mentioned previously, his tone when he called was aggressive at the onsetIt was not until I asked him to listen that he changed his tone and started to listen to the customer Regards, Danilo A [redacted]

From: Matthew K [redacted] < [redacted] @ttbservices.com>Date: Wed, Dec 3, at 3:PMSubject: RE: [redacted] Complaint ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org> Hello [redacted] Here is our response to the client’s accusation of improper inspection and failure to respond to his concernThank you for your time and effort in this matterRegards, Matthew K [redacted] Home Inspection Manager Top To Bottom Services ###-###-#### www.ttbservices.com | Online Scheduling! | Real Estate Sign Placement Top To Bottom Services has been performing professional home inspections in the MD, DC, and VA for over years with a very high level of customer satisfactionIt is our policy to immediately respond to any customer questions regarding their home inspection reports, and we provide lifetime free phone consultation to our clientsWe were therefore surprised and greatly disappointed to hear of our client’s dissatisfaction with the inspection process, as we have no record of contact in any form from this client with regard to any issue or dissatisfactionOur Office Manager, Home Inspection Department Manager, Company President and the home inspector of record have not heard from or spoken with the client regarding this matterOur policy is to schedule a free re-inspection as soon as possible to address any such concerns that ariseWe would have been happy to extend this service to the client in this case had we been given the opportunity As a free service to our clients, we contract with a completely independent company to provide a day warrantee for major home systems along with each home inspectionWe have no influence over the warrantee company and do not benefit from a claim denialThe warrantee covers items not identified in the report as being defective or needing repairAt the end of the inspection report, a single page of details from the warrantee insurance provider was includedUnder the heading “Coverage Terms,” the warrantee states that This contract only covers those items that were confirmed to be in good working order at time of inspection and excludes all others, regardless of their condition at the time of inspection or if they were repairedPursuant to this issue, we contacted the warrantee company and learned that a claim was filed on 11/10/via emailWe additionally learned that after independent review of the inspection report, the claim was denied due to the report containing several repair recommendations for the roof system that apparently have not been addressedThe warrantee company also has no record of phone contact with the clientThe inspection was performed by a licensed home inspector who has years of experience as a builderIn the body of the home inspection report the roof condition is noted as “in need of repair.” The home inspection report delivered to the client contains three separate comments regarding roof issues and recommends repair for each of themFollowing are quotes from the report: The chimney flashing has exposed nailsRecommend sealing of the nail heads to prevent water intrusionThe roof material is a standard 3-tab asphalt shingle with a average life span of approximately 15-years, thus is near the end of its published life expectancyThere was one broken shingle on the left side of the home and two shingles had small holes in them (underline added)Recommend further evaluation and repair by a qualified personThe plumbing vent pipe flashing on the roof is old and brittle and has exposed nailsRecommend replacement by a qualified personRegarding our client’s understandable distress over the roof leak, we would have been happy to explain to our client that freshly painted interior surfaces can mask previous signs of water entry, preventing us from observing or reporting on that evidence if the leak had occurred previouslyIn addition, three separate repair recommendations were made for the roof systemIf these repairs had not been performed, the client thereby demonstrated a lack of concern for the water tightness of the roof systemLastly, every roof we inspect will eventually develop a leak at some point in the future if not properly maintained and replaced in a timely fashionGiven that the inspector noted the roof was near the end of its expected life span and that existing problems with the roof and flashing required repair at the time of inspection, we believe a person who read the inspection report would anticipate that a roof leak could develop if the roof was not repairedGiven that the inspection was performed on September 3rd by a thorough, highly experienced inspector and the leak was reported in November, we believe that it is reasonable to consider the likelihood that either the homeowner had painted over the stain and neglected to inform the client, that the leak occurred subsequent to the inspection from the existing reported defects, or that the leak was a new problem that developed after the inspectionIn all cases the leak could reasonably have been corrected/avoided if the recommended evaluation and repairs to the roof systems had been undertaken in a timely mannerWe do not know if the client obtained financial consideration from the prior owners for repairs identified within the inspection report, nor what reported defects would have been included in that request

I’ve included a few emails as proof of our interaction with this client and have others if necessary I only included enough to draw an accurate picture of the situation We always responded quickly, we were clear, our position never changed and we provided a service We did receive a request for an inspection on 1/22/at 12:07PM from this client In his request he asked that we remove our limited liability clause from our inspection agreement We responded within two hours explaining our positionWe didn’t agree to limit our liability He replied a little more than two hours later writing, “Okay, if you carry E&O insurance and stand behind your work, we could work together.” We therefore scheduled the inspection and our automated scheduling software sent him a confirmation email and a link to read and sign our agreement That email was sent on 1/26/ Our automated scheduling software then sent our “RE: Inspector Reminder” email a day before the scheduled inspection In that email we remind the client to “ sign inspection agreement before we can release the inspection report.” That email was sent on 1/28/ We completed the inspection and the inspector reminded the client in person, to arrange payment and sign the agreement That conversation was on the day of the inspection 1/29/ Our inspector told us that the client indicated to him that he wasn’t going to sign our agreement because it limited our liability Our inspector sensed an issue and reported that conversation to our office We sent him several emails after indicating that he needed to sign the agreement and make payment in order for us to release the report The client eventually sent an email on 1/asking to make arrangements for payment and again stated he wouldn’t sign our agreement Our office manager sent emails and contacted him and took paymentShe also explained again our need for our agreement Client responded after business hours to one of those emails on 2/1/at 9:46PM He wrote among several things that we “promised a report hours after the inspection ” We didn’t make any such promiseWe replied the next day 1/2/at 2:48PM – reiterating our same position Finally on 2/3/we sent an email stating that the client didn’t sign the agreement and that we would be refund his payment and suggested he find another company to complete his inspection That very day 2/3/we issued a full refund to his credit card companyWe didn’t hear or receive anything from the client after that Nine days later on 2/12/he sent us an email stating we did not refund his money and that we were in breach of our agreement In this email he wrote that we must, “Let me know whether you will be charging the fees back before I file my official complaints.” We responded within a few minutes with a screen shot of our refund screen that clearly shows the refund was completed nine days beforeWe suggested he contact his credit card company for additional information We then learned he filed a complaint with you We have used the same service agreement with some additions for years and have completed tens of thousands of inspections Below are some of the emails exchanged: ***email from our Office Manager [redacted] From: Customer Service Sent: Thursday, January 22, 1:PM To: ' [redacted] ' Subject: RE: Home Purchase Inspection Thank you so much for your email and we appreciate your positionAllow me to address it properlyYou should know that we have seven "licensed" inspectors and our firm completes an average of inspections a week Our inspection process exceeds that of the requirements of MD, VA, DC and the National Association of Certified Inspectors (NACHI) All our inspectors are both licensed and certified by the stateWe've been a proud member of the Revdex.com for years and haven't had a complaint - A+ rating The limited liability you are referring to is a minimum requirement of the industryIt is written in our agreementYou will find the same with every company you callThis is another significant difference between us and smaller firms Unlike much of our competition we pay for a home warranty for you, we carry 1Million Error and Omissions Insurance and Million General Liability InsuranceThat far exceeds state requirementsDuring our years of business and thousands of inspections we have had one claim (for mold) against our E&O insurance Interestingly, the client in question didn't purchase mold testing - nevertheless we stood by and helped the client We believe we provide a superior client experience and our reputation is stellarI hope to have the opportunity to serve you and your family Sincerely Amanda D [redacted] Office Manager ###-###-#### [redacted] email from client [redacted] From: [redacted] [mailto:[email protected]] > Sent: Thursday, January 22, 5:PM > To: Customer Service > Subject: Re: Home Purchase Inspection > > Okay, if you carry E&O insurance and stand behind your work, we could work togetherAs I said, I’m not asking you to act as my insurerIf the furnace is years old, I’m not expecting you to tell me how many months or years it has left, just that it is years old and the state of the heat exchanger and visible partsBut, I have a case on my docket in which the inspector failed to notice that the exhaust pipe and the air intake for an HVAC system in DC were the same Y-pipeThe client didn’t know that was an exhaust pipe or a pair of rabbit ear antennae, but the CO gas exhaust was being recycled into the furnace intakeThat’s an inspection problemDo you agree? > > What’s your inspection pricing? ***email from one of our Directors [redacted] From: Doug Deist Sent: Monday, February 02, 2:PMTo: ' [redacted] @***.com'Cc: Dan Deist; Customer ServiceSubject: FW: Inspection at [redacted] ***, Cabin John, MD [redacted] , I trust you are well I have reviewed your credentials and see that you bring significant credentials and experience to those considering real estate transactions here in Maryland You are aware that we provided you with important information detailed and embodied in the Home Inspection Agreement prior to the inspectionThis document stipulates the terms of service, and particularly liability and limitations of liability, surrounding the inspection services that our company provides You are aware that each aspect of a home sale carries responsibilities borne by both parties; your presence and participation in the inspection process implies your concurrence with the aforementioned terms of serviceWe ask that prior to completion of the service, i.e., delivery of the inspection report, that you formally acknowledge those terms and conditions that accompany the report and limit the scope of the information providedThe terms and conditions that are stipulated are known to be customary and consistent with those provided by other reputable inspection firmsThey are also consistent with the various requirements promulgated by the state of Maryland As an experienced professional in the real estate industry, it is surprising that you would be uncomfortable with common terms, conditions, and limitationsFurther, also knowing that our company provides several supplemental (and not legally required) safe guards to protect your interests, it is disheartening to learn of your threats of harm and professional denigration of our well earned and well deserved good will within the community If the limitations of liability are in fact not satisfactory to you, we of course stand by our service guaranteeSimply contact Amanda D [redacted] in our office for a cheerful refund of your inspection service fee and the matter will be closed If, upon further consideration, you concur that our terms of service are reasonable and fair-minded, then your acknowledgement of same via the on-line link will cause all conditions pertaining to the service to have been completed, and the report will be sent to you automatically Sincerely, Douglas D [redacted] Director, Special Projects Top to Bottom Services LLC ###-###-####

MrL [redacted] was very professional, informative and thoroughAs a first-time home buyer, I greatly appreciated his meticulous approach to home inspectionI highly recommend MrLee for both his attention to detail and stellar customer service! Top to Bottom Services did an excellent job!

Relevant information for your review and consideration: I would like to apologize again to the Customer for any frustration or disappointment the Customer experienced To begin, the Customer suggests we have a “policy of consistently responding to complaints by creating scenarios to put the company off the hook because they know people will not take the time to continue to peruse their claim.” Customer also wrote he filed the complaint because of “lack of customer service I received.” I am sorry he feels this way and will illustrate below that we have taken timely action to address his issue which contradicts his claim of poor customer service The customer has been a client since and we’ve done seventeen (17) installations for him This has been his only complaint regarding our sign services To outline scope and professionalism, during November when his installation was completed we installed posts In the spring we install over 2,posts per month and haven’t received service complaints for scratched or damaged panels Timetable of current issue to illustrate our responsiveness: (taken for email thread) 11/we installed the sign in question on time 11/1:PM Customer sent complaint email 11/2:PM We replied and requested address and made suggestion of possible cause 11/2:PM Customer replied with address and rebuttal to our suggested cause and asked a question [[Delay in communication while we performed due diligence to answer question(s]] 12/5:PM We replied with answers to Customer’s question and based on our experience and condition of other Customer stored inventory we suggested the panel may have been vandalized 12/6:PM Customer replied and disagreed with our position and suggested we scratched the panels while transporting the panel to the installation site This email is the first time he asked “Please advise how TTB would like to resolve the damaged sign which I placed in your companies care.” 12/10:AM We replied as to how we transport to avoid damage to panels and suggested the wind knocked the panel off and damaged itIMPORTANT: We did erroneously assume this would answer Customer’s very specific question regarding resolution of scratches12/10:AM Customer replied with very heated email and threatened Revdex.com reporting and suggested he has experienced other problems and that we always, “make up so many implausible scenarios and rarely offer any solutions.” 12/11:AM We [Kiran the Sign Manager] replied, “I am really Sorry! If I upset you in anywayI will be glad to send out someone to replace panel as soon as possible So far I was in impression that you wanted to know if we do store and handle your panels properly.” 12/2:PM Kiran escalated the situation to me I immediately called Customer to discuss the situation He expressed his disappointment and when I spoke he said, “Dan, I need you to listen to me.” I stopped talking and listened to his position He finished with I’m done with your company I said that I was aware of the situation and that Kiran had already scheduled to have the panel replaced I told him that I would be providing him a $credit and I offered to return his remaining panels to his office that day or at his earliest convenience He asked that I hold them and return them at a different time I then put this is writing and emailed both the Customer and Kiran of our position I learned today (12/7) that Customer submitted a complaint to Revdex.com on 12/I assume before my conversation That is disappointing Our action to resolve before learning of Revdex.com claim: We have already apologized both in email as illustrated above and via telephone We have sent Customer email outlining schedule for replacing scratched panel FREE of charge We will be replacing the scratched panel on schedule (valve $16.00) We will be storing his remaining panels for FREE until he lets us know when to drop them off (value assigned - physical storage space) We have already credited his account $We have offered to make a onetime delivery to return his panels FREE of charge (valve $50.00) I believe I’ve illustrated accurately our timely interaction with the client and our proactive approach to resolving the situation I acknowledge we could have done things differently but believe we have treated the Customer with respect By providing the above resolution I’m not suggesting or implying we scratched the panel yet I am taking responsibility to resolve the situation quickly and equitable since there is no way I can prove we did or didn’t contribute or cause the scratches I"m sorry the Customer has decided to leave our service after as many years and installations completed; but respect his decision and wish him much success in the Real Estate industry Sincerely, Dan

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: 1) On the facts, they lied to me about agreeing to inspect without limiting their liability for their own negligence; causing me to select them instead of three other competitors; 2) They performed the inspection without a written contract as required by Maryland law since I thought the email exchange was a binding agreement that was specific as to time, place, cost, and all other relevant details; 3) They lied to me to obtain payment by specifying that they would deliver the report if they were paidI rely upon my initial complaint and the emails attached to it, along with my handwritten notes on the copies submitted to prove my position Regards, [redacted]

MrL** was very professional, informative and thoroughAs a first-time home buyer, I greatly appreciated his meticulous approach to home inspectionI highly recommend MrLee for both his attention to detail and stellar customer service! Top to Bottom Services did an excellent job!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:When I received the phone call from Dan,he did not apologize nor come from a place of humility and trying to understand the customer but instead was aggressive and antagonistic by calling into question and being angry for the statement I made suggesting that the company has a "policy of consistently responding to complaints by creating scenarios to put the company off the hook because they know people will not take the time to continue to pursue their claim"The reason for my statement was that I previously had a similar experience with one of his other managers regarding another incident in which the same aggressive and disrespectful tone was takenThis is why I made the above referenced statementAlthough I never spoke with the sign manager Kiran on the phone, during our email exchange not once did Kiran apologize for what happened with the damaged sign but immediately instead began suggesting other forms the sign could have been damagedInstead of Kiran coming from a place of how I can resolve the issue it became a back and forth of who was right or wrong. It was not until I (the customer) suggested a resolution (for them to replace the damaged sign with one of my undamaged sign) and me threatening to report the company that their tone completely changed and they started to actually try to help meAnd this was also the first time I received an apology from KiranIt should not take that long nor that much energy for the customer to come to a resolutionI stick by my complaint because I feel the public needs to know about the manner this company handles complaints - specifically the tone of the managers and how instead of resolving the issue form the beginning they try to defray blame so the company holds no responsibility.Regarding the amount of sign installs claimed installed by the company in November (392) and in spring, I am a realtor and work with realtors and know for a fact that there are many realtors that never even make it out to their listings to see the sign installs so they would never know if their signs are properly installed or damaged.I have been a customer with TTB for over six years and this is in fact the only time I have been displeased with a sign installedHowever, it makes it more disheartening that A loyal customer like myself would have to go through so much and be treated in thsi way to resolve this issue.While I appreciate Dan's apology and him taking action to resolve the issue, it came too late and as mentioned previously, his tone when he called was aggressive at the onsetIt was not until I asked him to listen that he changed his tone and started to listen to the customer.
Regards,
Danilo A***

D** D*** did an impeccable job at our home inspectionIf we could give him stars we wouldHe was VERY detailed, explained everything in detail, and made us feel comfortable through every step of the processI would definitely recommend D** to any of my friends, family members, or neighborsWe would like to thank J** W***, our realtor, for giving such a great recommendation

Bob gave us the best information about the house we asked him to inspectWe have had inspectors in the past but we they were not as knowledgable as BobHe impressed us with his years of experience and knowledge of the houseWe will definitely use Top To Bottom Services in the future and recommend them to our friends and familyWe could not ask for anything more-- Rodney R

I have been using Top To Bottom for sign installs for many yearsAfter noticing that one of my signs that was recently installed was damaged and improperly installed I promptly reached out to the sign install manager Kiran M*** After explaining the damage to the sign Kiran said he would look into the situationIt was not until after week that I finally received an email back from KiranIt appears from the email that Kiran did not go out to see the actual damage on the sign as all I received was alternative explanations of how the sign could have been damaged by some other meansNot once did Kiran offer a solution or offer to help resolve my issue but instead defrayed any responsibility for the damaged signThe reason I am writing this complaint is because I have a strong inclination that this company has a policy of consistently responding to complaints by creating scenarios to put the company off the hook because they know people will not take the time to continue to peruse

If you are ever in need of a home inspection I recommend top to bottom business in MarylandThey are very courteous efficient and knowledgeable

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
When I received the phone call from Dan,he did not apologize nor come from a place of humility and trying to understand the customer but instead was aggressive and antagonistic by calling into question and being angry for the statement I made suggesting that the company has a "policy of consistently responding to complaints by creating scenarios to put the company off the hook because they know people will not take the time to continue to pursue their claim"
The reason for my statement was that I previously had a similar experience with one of his other managers regarding another incident in which the same aggressive and disrespectful tone was taken. This is why I made the above referenced statement. Although I never spoke with the sign manager Kiran on the phone, during our email exchange not once did Kiran apologize for what happened with the damaged sign but immediately instead began suggesting other forms the sign could have been damaged. Instead of Kiran coming from a place of how I can resolve the issue it became a back and forth of who was right or wrong. 
It was not until I (the customer) suggested a resolution (for them to replace the damaged sign with one of my undamaged sign) and me threatening to report the company that their tone completely changed and they started to actually try to help me. And this was also the first time I received an apology from Kiran. It should not take that long nor that much energy for the customer to come to a resolution. I stick by my complaint because I feel the public needs to know about the manner this company handles complaints - specifically the tone of the managers and how instead of resolving the issue form the beginning they try to defray blame so the company holds no responsibility.
Regarding the amount of sign installs claimed installed by the company in November (392) and 2100 in spring, I am a realtor and work with realtors and know for a fact that there are many realtors that never even make it out to their listings to see the sign installs so they would never know if their signs are properly installed or damaged.
I have been a customer with TTB for over six years and this is in fact the only time I have been displeased with a sign installed. However, it makes it more disheartening that A loyal customer like myself would have to go through so much and be treated in thsi way to resolve this issue.
While I appreciate Dan's apology and him taking action to resolve the issue, it came too late and as mentioned previously, his tone when he called was aggressive at the onset. It was not until I asked him to listen that he changed his tone and started to listen to the customer.
 
 
Regards,
Danilo A[redacted]

I’ve included a few emails as proof of our interaction
with this client and have others if necessary. 
I only included enough to draw an accurate picture of the
situation.  We always responded quickly, we were clear, our position never changed and we provided a service. 
We did receive a request for
an inspection on 1/22/15 at 12:07PM from this client.  In his request he asked that we remove our
limited liability clause from our inspection agreement.  We responded within two hours explaining our
position. We didn’t agree to limit our
liability.  He replied a little more than
two hours later writing, “Okay, if you carry E&O insurance and stand behind
your work, we could work together.”
We therefore scheduled the inspection and our automated
scheduling software sent him a confirmation email and a link to read and sign
our agreement.  That email was sent on
1/26/15
Our automated scheduling software then sent our “RE:
Inspector Reminder” email a day before the scheduled inspection.  In that email we remind the client to “…sign
inspection agreement before we can release the inspection report.” That email was sent on 1/28/15
We completed the inspection and the inspector reminded the
client in person, to arrange payment and sign the agreement.  That conversation was on the day of the
inspection 1/29/15
Our inspector told us that the client indicated to him that
he wasn’t going to sign our agreement because it limited our liability.  Our inspector sensed an issue and reported
that conversation to our office.  We sent
him several emails after indicating that he needed to sign the agreement and
make payment in order for us to release the report.  
The client eventually sent an email on 1/30 asking to make
arrangements for payment and again stated he wouldn’t sign our agreement.   Our office manager sent emails and contacted
him and took payment. She also explained again our need for our agreement.  Client responded after normal business hours to
one of those emails on 2/1/15 at 9:46PM. 
He wrote among several things that we “promised a report 24 hours after
the inspection…” We didn’t make any such promise. We replied the next day 1/2/15 at 2:48PM –
reiterating our same position.  Finally
on 2/3/15 we sent an email stating that the client didn’t sign the agreement and
that we would be refund his payment and suggested he find another company to
complete his inspection. 
That very day 2/3/15 we issued a full refund to his credit
card company. We didn’t hear or receive anything
from the client after that.
Nine days later on 2/12/15 he sent us an email stating we
did not refund his money and that we were in breach of our agreement.  In this email he wrote that we must, “Let me
know whether you will be charging the fees back before I file my official
complaints.”
We responded within a few minutes with a screen shot of our
refund screen that clearly shows the refund was completed nine days before. We
suggested he contact his credit card company for additional information.  We
then learned he filed a complaint with you. 
We have used the same service agreement with some additions for 11 years and have completed tens of thousands of inspections.  
Below are some of the emails exchanged:
[redacted]email from our Office
Manager[redacted]
From: Customer Service
Sent: Thursday, January 22, 2015 1:44 PM
To: '[redacted]'
Subject: RE: Home Purchase Inspection
Thank you so much for your email and we appreciate your
position. Allow me to address it properly. You should know that we have seven
"licensed" inspectors and our firm completes an average of 30
inspections a week.  Our inspection
process exceeds that of the requirements of MD, VA, DC and the National
Association of Certified Inspectors (NACHI). 
All our inspectors are both licensed and certified by the state. We've
been a proud member of the Revdex.com for 11 years and haven't had a complaint - A+
rating.
The limited liability you are referring to is a minimum
requirement of the industry. It is written in our agreement. You will find the
same with every company you call. This is another significant difference
between us and smaller firms.  Unlike
much of our competition we pay for a home warranty for you, we carry 1Million
Error and Omissions Insurance and 1 Million General Liability Insurance. That
far exceeds state requirements. During our 11 years of business and thousands
of inspections we have had one claim (for mold) against our E&O
insurance.  Interestingly, the client in
question didn't purchase mold testing - nevertheless we stood by and helped the
client.
We believe we provide a superior client experience and
our reputation is stellar. I hope to have the opportunity to serve you and your
family.
Sincerely    
Amanda D[redacted]
Office Manager
###-###-####
 
[redacted] email from client[redacted]
From: [redacted] [mailto:[email protected]]
> Sent: Thursday, January 22, 2015 5:28 PM
> To: Customer Service
> Subject: Re: Home Purchase Inspection
>
> Okay, if you carry E&O insurance and stand behind
your work, we could work together. As I said, I’m not asking you to act as my
insurer. If the furnace is 8 years old, I’m not expecting you to tell me how
many months or years it has left, just that it is 8 years old and the state of
the heat exchanger and visible parts. But, I have a case on my docket in which
the inspector failed to notice that the exhaust pipe and the air intake for an
HVAC system in DC were the same Y-pipe. The client didn’t know that was an
exhaust pipe or a pair of rabbit ear antennae, but the CO gas exhaust was being
recycled into the furnace intake. That’s an inspection problem. Do you agree?
>
> What’s your inspection pricing?
 
[redacted]email from one of our Directors[redacted]
From:
Doug Deist Sent: Monday, February 02, 2015 2:48 PMTo: '[redacted].com'Cc: Dan Deist; Customer ServiceSubject: FW: Inspection at [redacted], Cabin John, MD
[redacted]
[redacted], I trust you are well.
I have reviewed your credentials and see that
you bring significant credentials and experience to those considering real
estate transactions here in Maryland.
You are aware that we provided you with
important information detailed and embodied in the Home Inspection Agreement
prior to the inspection. This document stipulates the terms of service, and
particularly liability and limitations of liability, surrounding the inspection
services that our company provides.  
You are aware that each aspect of a home sale
carries responsibilities borne by both parties; your presence and participation
in the inspection process implies your concurrence with the aforementioned
terms of service. We ask that prior to completion of the service, i.e.,
delivery of the inspection report, that you formally acknowledge those terms
and conditions that accompany the report and limit the scope of the information
provided. The terms and conditions that are stipulated are known to be
customary and consistent with those provided by other reputable inspection
firms. They are also consistent with the various requirements promulgated by
the state of Maryland.  
As an experienced professional in the real
estate industry, it is surprising that you would be uncomfortable with common
terms, conditions, and limitations. Further, also knowing that our company
provides several supplemental (and not legally required) safe guards to protect
your interests, it is disheartening to learn of your threats of harm and
professional denigration of our well earned and well deserved good will within
the community.
If the limitations of liability are in fact
not satisfactory to you, we of course stand by our service guarantee. Simply
contact Amanda D[redacted] in our office for a cheerful refund of your inspection
service fee and the matter will be closed.
If, upon further consideration, you concur
that our terms of service are reasonable and fair-minded, then your
acknowledgement of same via the on-line link will cause all conditions
pertaining to the service to have been completed, and the report will be sent
to you automatically.
Sincerely,
Douglas D[redacted]
Director, Special Projects
Top to Bottom Services LLC
###-###-####

I write this as beautiful snow falls outside and I sit and reflect on
how hard I’ve worked over the past 11 years to build a solid reputable company.
We’ve been a proud member of the Revdex.com since
nearly our beginning. I’ve strived on building a place that employs likeminded
individuals and supports their families through caring, stability and fair
compensation. I’m saddened by the
discontentment [redacted] has for my company.  Although I have never met [redacted] I’m
sure he is an equitable man. He in turn knows nothing tangible of me or my
character.  How I built this company on
my belief systems and my strong moral values. 
He knows not of our “Golden Rule” to tell the truth yet, writes that we “lied”.  We never said or wrote that we would edit our
agreement to limit our liability or would any other company.  We don’t lie to get work as he claims. Thankfully
we’ve served thousands of clients and provided them with the peace of mind they
deserve.  None of those clients ever
requested that we edit our agreement.  [redacted] wanted to make sure that we
wouldn’t limit our liability so that he would have recourse and the ability to
sue us.  He works in the industry and is
well versed in the process and knows our agreement is consistent with the
industry.  We did tell him that unlike
the majority of other inspection companies, we carry Errors and Omissions
Insurance in order to protect him beyond the agreement if necessary.  That is ultimately what he wanted.  He agreed and we proceeded with the
impression he would sign the agreement.  When
it was clear he had no intention in doing so, we refunded his money nine days
before he even asked that we do.  We
wouldn’t edit our agreement and we never said we would.   I have not read the thirty pages he included
nor will I.  I won’t send our emails in rebuttal
though they are available if requested by the Revdex.com. I’ve already included enough. With all due respect to [redacted], I don’t
want to expend any more time on this negativity and hope the best for [redacted] and chose to leave the reflection to those at the Revdex.com.  I have nothing to gain and I pray for [redacted] and his family that they find their home and piece.  I am very sincere when I write, I apologize we
weren’t able help [redacted]. Sincerely, Dan

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
1) On the facts, they lied to me about agreeing to inspect without limiting their liability for their own negligence;
causing me to select them instead of three other competitors; 2) They performed the inspection without a written contract as required by Maryland law since I thought the email exchange was a binding agreement that was specific as to time, place, cost, and all other relevant details;
3) They lied to me to obtain payment by specifying that they would deliver the report if they were paid.
I rely upon my initial complaint and the emails attached to it, along with my handwritten notes on the copies submitted to prove my position. 
Regards,
[redacted]

Relevant information for your review and consideration: I would like to apologize again to the Customer for any frustration or disappointment the Customer experienced.   To begin, the Customer suggests we have a “policy of consistently responding to complaints by creating scenarios to put...

the company off the hook because they know people will not take the time to continue to peruse their claim.” Customer also wrote he filed the complaint because of “lack of customer service I received.” I am sorry he feels this way and will illustrate below that we have taken timely action to address his issue which contradicts his claim of poor customer service.  The customer has been a client since 2016 and we’ve done seventeen (17) installations for him.  This has been his only complaint regarding our sign services.  To outline scope and professionalism, during November when his installation was completed we installed 392 posts.  In the spring we install over 2,100 posts per month and haven’t received service complaints for scratched or damaged panels.      Timetable of current issue to illustrate our responsiveness: (taken for email thread) 11/11 we installed the sign in question on time 11/23 1:35 PM Customer sent complaint email 11/23 2:23 PM We replied and requested address and made suggestion of possible cause 11/23 2:26 PM Customer replied with address and rebuttal to our suggested cause and asked a question [[Delay in communication while we performed due diligence to answer question(s]] 12/5 5:35 PM We replied with answers to Customer’s question and based on our experience and condition of other Customer stored inventory we suggested the panel may have been vandalized 12/5 6:44 PM Customer replied and disagreed with our position and suggested we scratched the panels while transporting the panel to the installation site.  This email is the first time he asked “Please advise how TTB would like to resolve the damaged sign which I placed in your companies care.” 12/6 10:46 AM We replied as to how we transport to avoid damage to panels and suggested the wind knocked the panel off and damaged it. IMPORTANT: We did erroneously assume this would answer Customer’s very specific question regarding resolution of scratches. 12/6 10:56 AM Customer replied with very heated email and threatened Revdex.com reporting and suggested he has experienced other problems and that we always, “make up so many implausible scenarios and rarely offer any solutions.” 12/6 11:45 AM We [Kiran the Sign Manager] replied, “I am really Sorry! If I upset you in anyway. I will be glad to send out someone to replace panel as soon as possible.  So far I was in impression that you wanted to know if we do store and handle your panels properly.” 12/6 2:06 PM Kiran escalated the situation to me.  I immediately called Customer to discuss the situation.  He expressed his disappointment and when I spoke he said, “Dan, I need you to listen to me.” I stopped talking and listened to his position.  He finished with I’m done with your company.  I said that I was aware of the situation and that Kiran had already scheduled to have the panel replaced.  I told him that I would be providing him a $25 credit and I offered to return his remaining panels to his office that day or at his earliest convenience.  He asked that I hold them and return them at a different time.  I then put this is writing and emailed both the Customer and Kiran of our position.   I learned today (12/7) that Customer submitted a complaint to Revdex.com on 12/6 I assume before my conversation.  That is disappointing.     Our action to resolve before learning of Revdex.com claim: We have already apologized both in email as illustrated above and via telephone We have sent Customer email outlining schedule for replacing scratched panel FREE of charge We will be replacing the scratched panel on schedule (valve $16.00) We will be storing his remaining panels for FREE until he lets us know when to drop them off (value assigned - physical storage space) We have already credited his account $25.00 We have offered to make a onetime delivery to return his panels FREE of charge (valve $50.00)   I believe I’ve illustrated accurately our timely interaction with the client and our proactive approach to resolving the situation.  I acknowledge we could have done things differently but believe we have treated the Customer with respect.  By providing the above resolution I’m not suggesting or implying we scratched the panel yet I am taking responsibility to resolve the situation quickly and equitable since there is no way I can prove we did or didn’t contribute or cause the scratches.  I"m sorry the Customer has decided to leave our service after as many years and installations completed; but respect his decision and wish him much success in the Real Estate industry.     Sincerely, Dan

Relevant information for your review and consideration: I would like to apologize again to the Customer for any frustration or disappointment the Customer experienced.   To begin, the Customer suggests we...

have a “policy of consistently responding to complaints by creating scenarios to put the company off the hook because they know people will not take the time to continue to peruse their claim.” Customer also wrote he filed the complaint because of “lack of customer service I received.” I am sorry he feels this way and will illustrate below that we have taken timely action to address his issue which contradicts his claim of poor customer service.  The customer has been a client since 2016 and we’ve done seventeen (17) installations for him.  This has been his only complaint regarding our sign services.  To outline scope and professionalism, during November when his installation was completed we installed 392 posts.  In the spring we install over 2,100 posts per month and haven’t received service complaints for scratched or damaged panels.      Timetable of current issue to illustrate our responsiveness: (taken for email thread) 11/11 we installed the sign in question on time 11/23 1:35 PM Customer sent complaint email 11/23 2:23 PM We replied and requested address and made suggestion of possible cause 11/23 2:26 PM Customer replied with address and rebuttal to our suggested cause and asked a question [[Delay in communication while we performed due diligence to answer question(s]] 12/5 5:35 PM We replied with answers to Customer’s question and based on our experience and condition of other Customer stored inventory we suggested the panel may have been vandalized 12/5 6:44 PM Customer replied and disagreed with our position and suggested we scratched the panels while transporting the panel to the installation site.  This email is the first time he asked “Please advise how TTB would like to resolve the damaged sign which I placed in your companies care.” 12/6 10:46 AM We replied as to how we transport to avoid damage to panels and suggested the wind knocked the panel off and damaged it. IMPORTANT: We did erroneously assume this would answer Customer’s very specific question regarding resolution of scratches. 12/6 10:56 AM Customer replied with very heated email and threatened Revdex.com reporting and suggested he has experienced other problems and that we always, “make up so many implausible scenarios and rarely offer any solutions.” 12/6 11:45 AM We [Kiran the Sign Manager] replied, “I am really Sorry! If I upset you in anyway. I will be glad to send out someone to replace panel as soon as possible.  So far I was in impression that you wanted to know if we do store and handle your panels properly.” 12/6 2:06 PM Kiran escalated the situation to me.  I immediately called Customer to discuss the situation.  He expressed his disappointment and when I spoke he said, “Dan, I need you to listen to me.” I stopped talking and listened to his position.  He finished with I’m done with your company.  I said that I was aware of the situation and that Kiran had already scheduled to have the panel replaced.  I told him that I would be providing him a $25 credit and I offered to return his remaining panels to his office that day or at his earliest convenience.  He asked that I hold them and return them at a different time.  I then put this is writing and emailed both the Customer and Kiran of our position.   I learned today (12/7) that Customer submitted a complaint to Revdex.com on 12/6 I assume before my conversation.  That is disappointing.     Our action to resolve before learning of Revdex.com claim: We have already apologized both in email as illustrated above and via telephone We have sent Customer email outlining schedule for replacing scratched panel FREE of charge We will be replacing the scratched panel on schedule (valve $16.00) We will be storing his remaining panels for FREE until he lets us know when to drop them off (value assigned - physical storage space) We have already credited his account $25.00 We have offered to make a onetime delivery to return his panels FREE of charge (valve $50.00)   I believe I’ve illustrated accurately our timely interaction with the client and our proactive approach to resolving the situation.  I acknowledge we could have done things differently but believe we have treated the Customer with respect.  By providing the above resolution I’m not suggesting or implying we scratched the panel yet I am taking responsibility to resolve the situation quickly and equitable since there is no way I can prove we did or didn’t contribute or cause the scratches.  I"m sorry the Customer has decided to leave our service after as many years and installations completed; but respect his decision and wish him much success in the Real Estate industry.     Sincerely, Dan

From: Matthew K[redacted]
font-family: arial, sans-serif;"><[redacted]@ttbservices.com>Date: Wed, Dec 3, 2014 at 3:52 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>
Hello [redacted]. Here is our response to the client’s accusation of improper inspection and failure to respond to his concern. Thank you for your time and effort in this matter.
Regards,
Matthew K[redacted]
Home Inspection Manager
Top To Bottom Services
###-###-####
www.ttbservices.com | Online Scheduling! | Real Estate Sign Placement
Top To Bottom Services has been performing professional home inspections in the MD, DC, and VA for over 15 years with a very high level of customer satisfaction. It is our policy to immediately respond to any customer questions regarding their home inspection reports, and we provide lifetime free phone consultation to our clients. We were therefore surprised and greatly disappointed to hear of our client’s dissatisfaction with the inspection process, as we have no record of contact in any form from this client with regard to any issue or dissatisfaction. Our Office Manager, Home Inspection Department Manager, Company President and the home inspector of record have not heard from or spoken with the client regarding this matter. Our policy is to schedule a free re-inspection as soon as possible to address any such concerns that arise. We would have been happy to extend this service to the client in this case had we been given the opportunity.
 As a free service to our clients, we contract with a completely independent company to provide a 90 day warrantee for major home systems along with each home inspection. We have no influence over the warrantee company and do not benefit from a claim denial. The warrantee covers items not identified in the report as being defective or needing repair. At the end of the inspection report, a single page of details from the warrantee insurance provider was included. Under the heading “Coverage Terms,” the warrantee states that
This contract only covers those items that were confirmed to be in good working order at time of
inspection and excludes all others, regardless of their condition at the time of inspection or if they were repaired.
Pursuant to this issue, we contacted the warrantee company and learned that a claim was filed on 11/10/12 via email. We additionally learned that after independent review of the inspection report, the claim was denied due to the report containing several repair recommendations for the roof system that apparently have not been addressed. The warrantee company also has no record of phone contact with the client.
The inspection was performed by a licensed home inspector who has 30 years of experience as a builder. In the body of the home inspection report the roof condition is noted as “in need of repair.” The home inspection report delivered to the client contains three separate comments regarding roof issues and recommends repair for each of them. Following are quotes from the report:
The chimney flashing has exposed nails. Recommend sealing of the nail heads to prevent water intrusion.
The roof material is a standard 3-tab asphalt shingle with a average life span of approximately 15-20 years, thus is near the end of its published life expectancy. There was one broken shingle on the left side of the home and two shingles had small holes in them (underline added). Recommend further evaluation and repair by a qualified person.
The plumbing vent pipe flashing on the roof is old and brittle and has exposed nails. Recommend replacement by a qualified person.
Regarding our client’s understandable distress over the roof leak, we would have been happy to explain to our client that freshly painted interior surfaces can mask previous signs of water entry, preventing us from observing or reporting on that evidence if the leak had occurred previously. In addition, three separate repair recommendations were made for the roof system. If these repairs had not been performed, the client thereby demonstrated a lack of concern for the water tightness of the roof system. Lastly, every roof we inspect will eventually develop a leak at some point in the future if not properly maintained and replaced in a timely fashion. Given that the inspector noted the roof was near the end of its expected life span and that existing problems with the roof and flashing required repair at the time of inspection, we believe a person who read the inspection report would anticipate that a roof leak could develop if the roof was not repaired. Given that the inspection was performed on September 3rd by a thorough, highly experienced inspector and the leak was reported in November, we believe that it is reasonable to consider the likelihood that either the homeowner had painted over the stain and neglected to inform the client, that the leak occurred subsequent to the inspection from the existing reported defects, or that the leak was a new problem that developed after the inspection. In all cases the leak could reasonably have been corrected/avoided if the recommended evaluation and repairs to the roof systems had been undertaken in a timely manner. We do not know if the client obtained financial consideration from the prior owners for repairs identified within the inspection report, nor what reported defects would have been included in that request.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: this second response adds nothing to the defense other than his prayers. I, too, pray, probably to the same God, and I have heard nothing from the Almighty about this case. I do know that I contracted for an inspection in which the inspector would be liable for his error and omissions, and I am going to closing with no report because the inspection time in the Sales Contract expired. I know that the emails document that the business asked for payment without requiring signature on a waiver, took the money, and provided no report. And, I know that an E&O policy means very little if the buyer is first forced to waive liability. 
Regards,
[redacted]