Complaints

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• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date - 4/9/2025 Inspection Fee paid - $810 Business Commitment - To identify "material defects" which per their standard of practice are defined as a specific issue with a system or component of a residential property that may have a significant, adverse impact on the value of the property, or that poses an unreasonable risk to people.Nature of the dispute - Despite the inspection being a critical step in our home purchase process, we have now been confronted with a shocking number of major issues that were either overlooked or completely unreportedeach of which has carried significant financial and safety consequences. Within the first few weeks of occupying our supposedly move-in ready home, we have encountered the following:A broken ice maker in the refrigerator (repair cost: $300)A non-functional oven (repair cost: $600)A gas leak in the furnaceposing an immediate safety hazard to our family (of which consists of 2 small children; ages 2 and 6 months)The complete failure of our water heater, which required a full replacement at a cost of over $4,500 And most alarmingly, we have just been informed that the entire HVAC system and furnace must be replaced, at an estimated cost of $18,000 This is not normal wear and tearthis is a complete failure of the inspection process. Not only were we given no warning of any of these imminent system failures, but the safety hazards (especially the gas leak) are deeply troubling and unacceptable. We have not even paid our first mortgage payment on this property and already have spent close to $25,000 in repair/replacement costs.We relied on professional expertise and trusted that your evaluation of the home was thorough and accurate. The level of oversight and negligence demonstrated here has not only resulted in tens of thousands of dollars in unexpected costs but has placed the health and safety of our toddler, infant child and family at risk.

  Business Response

  Date: 06/24/2025

  This home was inspected on April 9th 2025/

  The link to the actual inspection report is ********************************************************************

  I have included the full PDF report there is a red button on the home page to view the full report online that has all of the extra photos and videos. I attached some screenshots but there are videos and photos in the report.

  Below are the inspection report findings, organized by system, with reference to included visuals and noted deficiencies: 
  
  Refrigerator Ice Maker & Water Dispenser
  Video footage captured during inspection shows both systems in operation.
  Refer to the Appliance section for supporting photographs and videos.
  
  Ovens (Both Units)
  Both ovens were tested and confirmed operational at the time of inspection.
  See the Appliance section for relevant images.
  
  HVAC System (Heating)
  Heat output observed at each register; documented via multiple photos in the Heating section.
  Inspection video provided.
  Service recommended prior to purchaserefer to Defect?7.1.
  
  Water Heater & Domestic Hot Water
  Temperature measurements recorded at hot-water outlets, confirmed through photo documentation.
  Further photos in the Plumbing section.
  Professional plumber evaluation of water heater advised for repair or replacment prior to purchaserefer to Defect?9.4.
  
  Fireplace
  Operational test captured on video; additional stills in the Heating section.
  Servicing recommended before first userefer to Defect?7.2.
  
  Cooling System (AC)
  Video of system operation included.
  Outdoor temperature too low for extended run-time; see supplemental images in the Cooling section.
  
  All concerns raised are addressed within the report with visual evidence. For questions regarding specific media or defects, please reference the corresponding section and/or defect number.

  **** *****

  Owner

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23511315
  
  I am rejecting this response because:

  There is no visual evidence of the indoor ** unit functioning properly during the time of inspection - this is the costliest replacement that we have been faced with. The inspection video includes a video of the thermostat communicating to the outdoor ** unit. The business claims that they did not want to leave the ** running for too long because it was still a little too cold. My response to that is either:

  1. There is no evidence of the external temperature in the video. But if it were too cold to run the ** during the time of the inspection, why did our inspector turn it on at all and only check the outdoor unit? If it were too cold to run in the first place, then it would indicate the inspector is liable for damaging the system. 

  or 2. If it was indeed warm enough to check the ** unit during the time of inspection, the inspector failed to validate that both ** units (indoor and outdoor) were functioning properly during the time of inspection.

  In either scenario - the inspector is at fault.

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

  Business Response

  Date: 07/10/2025

  This has been turned over to my insurance company I was advised to wait until the investigation is completed to respond to this any further.