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Complaint Details
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Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My Mortgage Company (Roundpoint Mortgage) Has contracted this company to conduct a field inspection of my house build to be able to release insurance claim funds. I have been contacted by a woman named ***** multiple times being promised I would receive a call from their field inspector within 3-5 business days. She has told me this 3 times in the last 2 months and I still have not received a call from anyone. When I called ***** to ask about why I had not heard from the field inspector, she said she was not able to get ahold of the field inspector. How can you not get a hold of your own employee? ***** has always been kind to me on the phone, but I need to see this company deliver on their promises. This is very unprofessional and extremely poor communication.
Business response
01/22/2024
We would like to extend our sincere apologies for any inconvenience you may have encountered due to the delayed inspection with our field inspector. We deeply regret any frustration this situation may have caused and recognize the significance of timely and effective communication.
It is essential to clarify that our business operates statewide with independent contractors rather than traditional employees. While our field inspectors are valuable contributors to our network, it is crucial to understand that independent contractors maintain their own schedules and communication methods.
Despite our inability to control the responsiveness of the field inspector, we strive to maintain communication from our office. Please understand that if there were alternative contacts in your area to expedite the process, we would have utilized them. Unfortunately, the options for field inspectors in your region are limited.
After checking our records, we see that the inspection took place on January 5, ****, and the results were submitted back to the client. Most people understand the scheduling takes time, especially during the winter season.
We appreciate you bringing this matter to our attention, and your understanding is invaluable as we work towards enhancing our communication processes.
Customer response
01/23/2024
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,
***********************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.