Varo Engineers

Initial Business Response / [redacted] (1000, 15, 2016/01/26) */ We are sorry that the customer had a bad experience All granite and marble are porousSome stones are more porous than othersIt's the nature of stonesThus it's important, for customer, to prevent stains from oil, wine or other liquids from soaking into the surface; Especially not to leave it on counter for a long timePlease notice, sealer is NOT a forever protection We went back to the the customer's kitchen to seal it with customer's presence, twice, BEFORE it was stained badlyAnd told the customer granite's nature and how to use itBut after weeks, the stain get worse The customer asked for a free upgrade of granite with a different color

In reference to the complaint concerning the cracked heat exchanger on the 27 year old furnace.  It was explained to Mrs. [redacted] in detail at the time it was first brought to our attention and we are happy to explain to your Bureau the scope of a Standard Home Inspection.  The heat...

exchanger itself is not an inspect-able item during a standard home inspection.  
 
The Indiana Code 878 IAC 1-2-1 Minimum Standards of competent performance of home inspections: 
 
* Sec. 1. (c) Purpose and scope are as follows: (1) Licensees shall: (A) inspect (i) readily accessible systems and components of homes listed in these minimum standards of competent performance;
 
* Sec. 1. (i) Heating systems requirements are as follows: (2) Licensees are not required to: (A) inspect (ii) the heat exchanger;
 
The Home Inspection Order Agreement signed by Ms. [redacted] also states in Section A, PURPOSE AND SCOPE OF HOME INSPECTION " ... is to identify visual material defects..."  See attached contract.
 
The exchanger is a part of the furnace that is not visible unless the furnace is dismantled.  There are test that can be run to determine cracks but those are typically performed by a HVAC contractor and not part of a Standard Home Inspection.  We rated the furnace at Ms. [redacted]'s future home as "Fair" because it was functioning at the time of the inspection, but we were not able to give it a "Satisfactory" rating do to it's 27 year old age.  We stated the typical design life was 20 - 25 years and recommended service to maintain the system.  Also stated in the introduction to the HEATING SYSTEM component of the report is that the inspection is limited to the readily visible and accessible elements which the heat exchanger is not.  I have attached a copy of this section of the report for your reference.  
 
We understand that during that service call that we recommended that the Heating Contractor did report a crack in the exchanger, the inspection fulfilled it's purpose and brought the right professional to the home after the inspection.  We do not feel we were negligent in fulfilling our obligations either under State Law or our contract.  
 
If you have any further questions please don't hesitate to contact us.
 
Sincerely,
 
Tim Paino,
Franchise Owner
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The technician who came out to do the clean and check did NOT open the furnace up to inspect the heat exchanger. When he opened the cover of the unit, he saw so much residue, he knew immediately that the heat exchanger was cracked. Turning on the unit confirmed this. If the clean and check technician could discover this major flaw in the heating system with a little more than cursory glance, then the home inspector should have too.  
Regards,
[redacted]

Initial Business Response /* (1000, 15, 2016/01/26) */
We are sorry that the customer had a bad experience.
All granite and marble are porous. Some stones are more porous than others. It's the nature of stones. Thus it's important, for customer, to prevent stains from oil, wine or other liquids...

from soaking into the surface; Especially not to leave it on counter for a long time. Please notice, sealer is NOT a forever protection.
We went back to the the customer's kitchen to seal it with customer's presence, twice, BEFORE it was stained badly. And told the customer granite's nature and how to use it. But after weeks, the stain get worse.
The customer asked for a free upgrade of granite with a different color.