Twin Termite Pest Control & Construction, Inc.

We are very sorry you had an experience like this with our company. This warranty did go into our standard protocol of collections, however it is an optional warranty and we have removed all account balances associated with this warranty. Again, we would like to apologize and thank you for your...

business.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

My name is [redacted], and I am the marketing coordinator at Twin.We've interacted extensively with the customer since this was posted to the Revdex.com. As a result of a conversation between the customer and [redacted], our service manager, all of the rodent repairs were redone. We also are offering...

a courtesy pest service to compensate for the inconvenience.As per the customer's last conversation with [redacted], the issues addressed in the original complaint have been rectified and the customer is satisfied with our level of response.

Twin Home Services provides the residential home owner and real estate community around 1000 home inspections a year. These inspections are meant to be informational inspections to provide the home owner as much information about a home as possible. These inspections are not...

meant to take liability for the home and any defects past or present. With that said, at Twin Home Services when an issue is brought to us that we may have missed in an inspection we will work quickly to bring resolution to the issue. In this case the home owner had already identified that there was a hole in a pipe that our inspector missed. If the inspector would have seen a hole in a waste line he would have very clearly called that as an issue as this is obviously a basic function of a waste line. After taking residence in the home, the new home owner noticed that the waste line was leaking water. He contacted Twin Home Services and we quickly went to the property and concluded this is something we should have seen in our inspection. Even though this is not our responsibility to repair items we miss, in this case we agreed to repair the hole in the pipe. We sent our repair crew out the following Tuesday and while repairing the pipe they identified that the pipe was clogged. They attempted to unclog the pipe but where unsuccessful. We contacted the home owner that afternoon and he said he had a plumber already look at it and this plumber said he would fix the clog for no more than $450. We agreed to just pay for the plumber the home owner had already found at a greater cost than the original inspection fees of the home inspection. We then were contacted again from the home owner saying that his plumber could not clear the line and that the line was crushed under the slab. Even though this is very clearly an issue way beyond our responsibility we again returned to the home and used our industry connections to obtain a contract from US Trenchless to repair the line for half of what it would normally cost. This simple miss cost Twin Home Services approximately $800 in labor and invoices, the cost of his inspection fee, and many hours of time from our staff to arrange all these repairs in a timely manner. All of this was carried out and identified within 10 days of the home owner bringing this to our attention. The subsequent delays in resolving this matter came from the home owner not taking action on the contract we negotiated for him. We take much more responsibility in these cases than any other home inspection company; our customer satisfaction is paramount to us and deeply saddens us when we fall short.

Review: Twin Home Services conducted a recent home inspection for a home I was in the process of purchasing. During the physical inspection, I noted a broken pipe in the home's foundation and asked the inspector to his face if it was of any importance. He told me it was nothing to worry about and subsequently did not note it on the final inspection report.After moving in to the house, we found out that the pipe was a broken drain line from our kitchen sink and it was plugged, so all our kitchen sink and dishwasher drain water is pooling under and next to our house. There is food waste and graywater which is now swarming with flies.After contacting Twin Home Services in regards to the missed pipe, they sent a supervisor out quickly who deemed it was a missed finding and I was told they would take care of it quickly. They then sent out their own contractor, who was unable to unclog the pipe. Then they had me bring out an independent contractor who gave a quote of several thousand to repair the issue.Twin Home Services then decided to bring out another independent contractor of their choosing to assess the problem. All this time I was still being told they would resolve the issue as quickly as possible.Then, after waiting nearly three weeks, they called me and let me know that the final contractor gave a bid of several thousand again, however then they told me that they were not responsible for any plumbing problems underground and I would have to pay for the repair. However, up until this time, they had told me they would quickly correct the error and had already attempted to fix it twice. I waited for three weeks just to find out that I was responsible for the repair while the waste pooling outside my house is becoming a health concern due to the stench and the flies. I would also not be in this situation in the first place if the broken pipe had been noted by the inspector and I would have had the chance to have it repaired by the seller before committing to purchasing the house.Desired Settlement: Financial compensation for the cost of repairing the problem in a permanent and timely manner

Business

Response:

Twin Home Services provides the residential home owner and real estate community around 1000 home inspections a year. These inspections are meant to be informational inspections to provide the home owner as much information about a home as possible. These inspections are not meant to take liability for the home and any defects past or present. With that said, at Twin Home Services when an issue is brought to us that we may have missed in an inspection we will work quickly to bring resolution to the issue. In this case the home owner had already identified that there was a hole in a pipe that our inspector missed. If the inspector would have seen a hole in a waste line he would have very clearly called that as an issue as this is obviously a basic function of a waste line. After taking residence in the home, the new home owner noticed that the waste line was leaking water. He contacted Twin Home Services and we quickly went to the property and concluded this is something we should have seen in our inspection. Even though this is not our responsibility to repair items we miss, in this case we agreed to repair the hole in the pipe. We sent our repair crew out the following Tuesday and while repairing the pipe they identified that the pipe was clogged. They attempted to unclog the pipe but where unsuccessful. We contacted the home owner that afternoon and he said he had a plumber already look at it and this plumber said he would fix the clog for no more than $450. We agreed to just pay for the plumber the home owner had already found at a greater cost than the original inspection fees of the home inspection. We then were contacted again from the home owner saying that his plumber could not clear the line and that the line was crushed under the slab. Even though this is very clearly an issue way beyond our responsibility we again returned to the home and used our industry connections to obtain a contract from US Trenchless to repair the line for half of what it would normally cost. This simple miss cost Twin Home Services approximately $800 in labor and invoices, the cost of his inspection fee, and many hours of time from our staff to arrange all these repairs in a timely manner. All of this was carried out and identified within 10 days of the home owner bringing this to our attention. The subsequent delays in resolving this matter came from the home owner not taking action on the contract we negotiated for him. We take much more responsibility in these cases than any other home inspection company; our customer satisfaction is paramount to us and deeply saddens us when we fall short.