ComplaintsforAxium Inspections

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We requested an inspection of a home to purchase on September 21st, 2023.(2013 *************** ********, ** ***** by Axium (ProTech) Inspections.Once we moved into the house in late October, we started to smell natural gas around the gas range stovetop which persisted but we assumed it was just the burners as they were checked in the inspection report. Upon further persisting gas smell over the coming weeks we had a technician come out from ***************** to use a sniffer and found a leak behind the range in the on/off valve. We had to pay another contractor to fix the valve that day. When we submitted our issue to Axium they responded that they were not liable for any gas smell in the house and were only responsible for the checking the gas stove and would not issue a warranty refund to us . We would just like to be compensated for the amount paid to the contractor but they refused. Please see the attached correspondence below.Mr. Bing,Here is the full **** standard that you referenced in your complaint. The gas line that you referenced in your complaint is concealed behind the range and therefore could not be inspected. Please see the **** standard below section **** that states "The inspector is NOT required to:" "Move fireplace inserts and stoves or firebox contents." The inspector does not move appliances per the **** standards and therefore this issue would not be covered by the 100 day warranty.**** The inspector is NOT required to:interiors of vent systems, flues, and chimneys that are not readily accessible.Fire screens and doors.Seals and gaskets.Automatic fuel feed devices.Mantles and fireplace surround.Combustion air components and to determine their adequacy.Heat distribution assists (gravity fed and fan assisted).Fuel-burning fireplaces and appliances located outside the inspected structures.Determine draft characteristics.Move fireplace inserts and stoves or firebox contents.

  

  Business response

  12/19/2023

  Mr. ****,

  
  Thank you for reaching out and sharing your concerns with us. We appreciate the time you took to provide feedback on the inspection services provided by Axium Inspections at your property located at ************************************************************

  
  We understand and empathize with the distress caused by the gas leak issue you encountered. It's always our goal to provide thorough and reliable inspections to our clients. However, after reviewing your complaint and the circumstances involved, we find that the issues raised fall outside the scope of the inspection standards we adhere to. Please see the screenshot from your inspection report attached.

  
  As detailed in your correspondence and as per the **** ***************** of **** Inspectors) and ********** ************************** of ********* **** Inspectors) standards, which were referenced in your complaint, our inspection processes have certain limitations. Specifically, under **** standard section ****, it is stated that an inspector is not required to move fireplace inserts and stoves or firebox contents. This extends to not moving appliances like stoves or ranges, which in your case concealed the gas line and valve in question.

  
  The gas line issue you mentioned was located behind the range, a location not accessible during a standard inspection without moving the appliance. Moving large appliances is beyond the scope of our standard practice due to safety concerns and the potential for causing damage. Therefore, this particular issue with the gas valve was not something that could have been identified in our inspection process.

  
  While we empathize with any inconvenience this situation has caused you, based on these standards and the nature of the issue, we must respectfully decline your request for a refund. Our commitment to adherence to professional standards is vital to ensure the safety and reliability of our inspection services.

  
  We hope this explanation provides clarity on our position. If you have any further questions or need additional information, please feel free to reach out to us.
  
  Sincerely,
  Axium Inspections

  Customer response

  12/21/2023

   
  Complaint: 21024238
  
  I am rejecting this response because:
  

  I understand that the moving of the stove to check behind the stove at the pipe/wiring is not in the scope of the inspector, however it should have never even come to that in the first place. The gas smell was prominent and because of that the inspector should have never tested the stove in the first place and should have documented on the inspection as to why he was unable to test the stove because of the smell of gas. I just bought this house with my wife as she is expecting our first child and this is not something that should have been missed for safety of the inspector, the people previously living in the house and us as new homeowners with a baby on the way. We knew everything was not perfect however, we should have never been allowed into an environment that smelled of gas without it being checked by a professional, which is what we had done and found the small leak behind the stove. I am not asking for a full refund of the inspection payment, all I am asking for is reimbursement for the fixing of the pipe/wire of the stove. 

  
  Sincerely,
  
  *************************

  

  Business response

  01/08/2024

  ********,
  
  Our inspection process is designed to provide an accurate report of the property's condition at the date and time of the inspection. It involves a thorough evaluation of accessible and visible areas without moving large appliances or furniture due to the potential risk of damage or injury. This practice is in line with industry standards and represents our commitment to conducting safe and non-invasive inspections.
  
  Regarding the gas smell you mentioned, it's important to note that conditions in a home can change rapidly. That being said, this issue likely developed between the time we conducted our inspection and when you moved in since the smell was not detected during our inspection.
  
  While we understand your request for reimbursement for the repair of the pipe/wire of the stove, our policy and professional guidelines limit our responsibility to the findings and conditions noted at the time of inspection. We cannot assume liability for issues that develop after our inspection.
  
  We appreciate your understanding in this matter. Please feel free to reach out to us for any further assistance or clarification.
  
  Sincerely,
  Axium Inspections

  Customer response

  01/09/2024

  The responses from Axium as they are professional the reasoning is not. As a company you should want your customers satisfied. We understand some things are not in their preview however when it comes to something that is life threatening I would think that assuming small or part responsibility should be taken by the company. We are not asking for a full refund as we agree they completed and did a good job, except for missing the gas leak. All we are asking for is reimbursement of the fixing of the leak. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We engaged Axium Inspections to do a home inspection for the purchase of our Condo ********************************************************. They did the inspection on 06/26/2023 at 8:00AM. After we moved into the condo, we noticed gaps in the Bedroom window pane, leading to draft and bugs coming in. We reached out to *********************** at Axium who said their inspector found no issues with the window. They directed me to their Warranty claims department who said windows are not covered under warranty. We are unable to convince them of the issue. They refuse to address this as they think they didn't find anything wrong with the windows. We are now replacing the window and it is costing us $2886.00. Since the inspection report didn't find this gap at that time, we couldn't ask the sellers to address this when it was possible before the closing. We also reached out to the listing agent *************************** who replied to our inquiry thus: The windows and screens are original to the 34-year-old building. The Buyer hired Axium Inspections to perform the inspection at ******************************************************* They are a very well-respected company... If I recall correctly, the inspector was inside the unit for several hours and you personally attended the inspection. The inspection summary that was presented along with the objection notice was quite thorough. You presented the Seller with 13 items on the Inspection Objection Notice. To my point, your inspector was very thorough. Please note that item 3 of your Inspection Objection Notice dated 6/27/2023 stated that "Some windows had damaged or missing screens". This indicates that Axium Inspections DID inspect the windows. If gap(s) were present at the time of inspection it would have been mentioned in the Inspection Report. We are not able to convince both about the issue we have.We wanted to see if BBB can help with this.

  

  Business response

  10/24/2023

  ********,

  We take all feedback seriously and aim to address all concerns in a professional and transparent manner.

  Upon receiving your complaint, we have once again reviewed the inspection report for the condo property, and consulted with *********************, who has been your point of contact at Axium Inspections. Here's what we found:

  Inspection Findings: Item 3 of the inspection report specifically mentioned the condition of the windows with respect to "damaged or missing screens". However, there were no notes or observations related to gaps in the windowpane. As proof of our findings, we are attaching a clear picture of the window from the day of the inspection. From this image, it's evident that there was no visible issue with the window on the inspection day.
  

  Warranty Claims: As clarified by our *************************** our warranty coverage unfortunately does not extend to windows. This policy is consistent across all our inspections and is in line with industry standards.
  

  Communication with the Seller: We understand your attempt to address this with the seller based on the premise of our inspection report. The seller and listing agent have also referenced the thoroughness of our report, as highlighted in your complaint. They also confirmed that if gaps were visible during the time of the inspection, it would have been documented in our report.
  

  While we empathize with your situation and understand the frustration of incurring unexpected expenses, our inspection report was based on the visible and accessible condition of the property at the time of the inspection. Over **************** can experience wear and changes, which may not be predictable during an inspection. That said, based on the information and evidence at hand, as far as Axium Inspections is concerned, we consider this matter closed.
  
  Please feel free to reach out to ********************* again or our customer service team directly if you wish to discuss this matter further.
  
  Axium Inspections
  **************
  ****************************

  Customer response

  10/24/2023

   
  Complaint: 20771716
  
  I am rejecting this response because:
  
  I dont agree that the Inspector looked for gaps in the windows panes. The report said damaged screens not damaged windows. 
  

  The listing agent saying the report was thorough doesnt mean anything to me. 
  

  The inspector and the agent are trying to avoid having to pay for their mistake. 

  
  Sincerely,
  
  *************************************

  Customer response

  10/25/2023

  There was glue (residue from removal of transparent tape) on the window panes where there are gaps - evidence that the inspector missed noticing and didn't report. The inspector did not do a thorough job of inspection at all.

  Customer response

  10/25/2023

  Attached is a picture of the gap. You can see the window screen thru the gap.

  Customer response

  10/30/2023

  Please let us know if you have any updates. thx. 

  

  Business response

  11/03/2023

  ********,

  
  We understand this is frustrating, however, when you first contacted us, it was nearly 3 months after we had inspected the property. Our inspection report clearly documented that there was no tape on the window in question at the date and time our services were performed. The gap that you are pointing out in the picture you provided is necessary for the window to open and close. The white fibers visible in your photo are placed between the window sections to minimize airflow and prevent insect infiltration. The scope of our inspection, with regard to windows, taken directly from the InterNACHI standards of practice state that "the inspector shall inspect a representative number of doors and windows by opening and closing them... and the inspector shall describe any window that was obviously fogged or displayed other evidence of broken seals." This is what you agreed to when you signed our service agreement, attached. Here is a link to your inspection report which you can clearly see in the photo that there is no tape applied to the window ******* was in your subsequent photo: ***********************************************************************
  

  It is clear that the tape was applied AFTER our services were rendered in the nearly 3 month span after the inspection. Our only recommendation at this point is that you contact the selling party and see if they will offer you any remedy.
  

  Respectfully,
  Axium Inspections

  Customer response

  11/06/2023

   
  Complaint: 20771716
  
  I am rejecting this response because:
  
  The business is not sincere in addressing the issue. 

  Sincerely,
  
  *************************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/08/2022 we scheduled a home inspection for our home and for an additional $99 fee we added in a sewer scope inspection. While the gentleman was preparing for the sewer scope, he dropped his 8 inch channel lock pliers into the sewer pipe. He was unable to retrieve the channel locks and as an alternative, he pushed them into the main sewer pipe in the street. My wife contacted Axium on 07/09/22 to register a complaint. After several follow up calls, we received an email on 07/14/2022,from ********************* at Axium, letting us know we would be refunded the $99.00 sewer scope fee and that Axium would perform a follow ** sewer scope in 8 to 10 months time. we have called seven times on the following dates: 08/29/2022, 09/24/2022, 10/11/2022, 11/02/2022, 11/07/2022, 11/08/2022 and again on 11/08/2022. We have yet to get anyone to call us back nor have we received the $99.00 refund.

  

  Business response

  11/28/2022

  This is certainly not the experience we want any of our customers to have.  Leadership has followed-up personally to ensure that this customer has been contacted and we are issuing the refund promised.  We also reaffirmed that we will provide the service promised in February and will schedule that at a later date.  We are grateful to this customer for their patience and apologize for any confusion.  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Axium in December 2021 to perform a home inspection and it was completed on December 8th. After taking possession of the home and looking to get a pergola on our deck, we were informed by multiple decking companies that our deck was structurally unsound. We contacted Axium with the deficiencies in April 2022 that the decking companies wrote up outlining the failures they sent out the owner to investigate the finding, he did agree the deck was not structurally sound, They agreed to help us recover funds from the seller however after an initial letter to the sellers Axium has then ignored us for the last six weeks leaving us with no resolution.

  

  Business response

  09/29/2022

  Hello, we have been in touch with this customer and most recently have spoken to ***************  Axium has taken several steps to assist this customer including reimbursing the inspection fee and additional compensation as well as getting our legal team involved and providing a letter to submit to the original home owners.  At this point, Axium has taken all actions that we can to remedy on our end and it is a matter that requires settlement between the buyers and sellers.  Our conversation with ******* went well and we believe that this is settled on our end but please let us know if there is anything else required. 

  Customer response

  10/05/2022

   
  Complaint: 18046484
  
  I am rejecting this response because: they did reach out to us, but we had some questions before taking their offer that have yet to be addressed.  We have called and left a voicemail and sent a email. As of today there is no response.
  
  Sincerely,
  
  ***************************

  

  Business response

  10/17/2022

  We have been in touch with both ***** & ******************************* to work on an acceptable resolution to this issue.  At the time of this response, Axium feels as though a resolution has been agreed to by both parties, and this issue has been resolved.  Thank you. 

  Customer response

  10/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  April 27th I hired axium to inspect a home I was purchasing. It seemed at the time they did a great job. After I moved into the home I quickly noticed things that got missed. Most were minor. Not an issue. How ever they missed a very obvious horizontal crack in the foundation wall in the basment. It's roughly 2ft long! They also missed the fact that the front porch is sloping and falling away from the house. The post arnt even connected to the porch its so bad! I reached out to them to inform them of these issues. They promptly sent some one out Monday July 12th. I was told these are some big issues. David M****** told me he would call me by the end of the day Monday. Monday - no call Tuesday - no call. I called and had a message left for David Wednsday- no call or return call. Had another message left. Thursday - still waiting for the call!

  

  Business response

  07/26/2021

  Hello.  We have been in direct contact with Mr. ********** and believe that we have come to a resolution with him after this complaint was submitted to the BBB.  We have reviewed the report with him and issued a customer service credit and referred him to our preferred structural engineer partner - ***** ***********.  We believe this issue to be closed.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩