Complaints

This profile includes complaints for Pillar To Post - The Frederick Team's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pillar To Post - The Frederick Team

  11084 Gravois Industrial Ct Sappington, MO 63128-2013

• 

  Pillar To Post - The Frederick Team

  124 W Jefferson Ave Ste 201 Kirkwood, MO 63122-4073

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Pillar to Post completed an inspection on 6/12/2021 on my property at **************************************** There were some small problems with the inspection early on, but nothing serious. A far more significant omission came up in fall 2023. I decided to add some insulation to my attic so I purchased a ladder and opened the hatch to take a look. Right away I noticed a serious structural issue, namely that the attic hatch itself was created by sawing through a roof truss. The webbing was just hanging loose right in front of me, resting on an insulation batt. The inspector completely missed this, even though numerous photos in the inspection were taken from the exact same vantage point I was standing in. This is something I would have gotten the previous owner to repair if I had known about it, instead my house has a unfixed serous structural problem which a contractor tells me will cost $525 to fix (bid attached). I did contact Pillar to Post twice to let them know about the problem with the attached images and asked them to pay the contractor for their omission. They have refused to admit any accountability, saying that they only do a visual inspector of readily accessible areas and that the problem could have emerged after I purchased the home. This issue was readily accessible, however, it was in plain sight and, right next to his ladder. As PtP admitted on the phone, the issues was obviously old, perhaps from the 1960s. In short, **** certainly excuses a home inspector from identifying any concealed defects, cosmetic issues, or traversing the attic, it does not excuse missing an obvious and significant problem that was right in front of them. The report directly says that the inspector visually inspected the roof structure where it was accessible: he obviously went up there, but he did not follow ASHI standards. PtP has also refused to supply their E&O insurance information for me to file a claim, despite advertising it. They should pay for repair or supply their E&O policy.

  Business Response

  Date: 06/19/2024

  I'm very sorry this was missed in the inspection report and I agree that this should have been identified. Unfortunately this complaint was not brought to my attention. After reviewing the inspection report and the client complaint, I agree that the cost of repairs should be reimbursed to the client. Again, I apologize for any inconvenience. Please let me know who and where to send a check for the cost of repairs. 

  Customer Answer

  Date: 06/25/2024

  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 as long as the business follows through with its promise to cover the repair costs. I will begin working with the contractor to complete the work and ask him to forward the invoice to Pillar to Post. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/27/2023

  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.

  Pillar to Post conducted a inspection of my home. We paid for their premium package. At the end of the inspection we were told about 2 issues - slight mold on the basement ceiling and an improper fuse for the dryer. We were told by Conner (the inspector) that these could be remedied easily by using bleach solution on the mold and a replacement breaker. We moved in the house and within the first week of living there discovered mold growing in our laundry room and several leaking pipes around the house which were bleeding through the drywall. We had mold specialists and plumbers come out to see to these issues. Both said that these problems should have been detected in the inspection. Upon calling Pillar and Post I spoke with ******. ****** said that Connor was unable to see the mold due to a washer and dryer being in the way (despite the mold and plumber professionals opining that he should not have missed it as it was very obvious). I then put ****** in touch with the plumbing company so he could confirm with professionals the nature of mold and leaking: - the first instance being bad valves on the washing machine hookups - the second being a leak on the upstairs drain pipe We then learned that Connor was incorrect of his assessment if the breaker when our electrician found that breaker for the Dryer was the correct type but the wire that led to the AC unit was too small of a gauge and therefor posed a fire risk. At this juncture, I felt that that Pillar and Post had provided a faulty inspection on which we based a VERY large financial decision. The next time I spoke to ****** I told him that these missed mistakes had cost us over $3000 dollars in repairs and I believed we were intitled to a refund of the inspection fee. He again cited that Connor couldn't look behind a washer and dryer during an inspection - complete nonsense. I then asked him if Pillar and Post would be taking any accountability. He said, "If we are using blanket statements - no."

  Business Response

  Date: 11/27/2023

  We perform all inspections per ASHI Standards which prohibit and movement of appliances or current home owner belongings. ASHI Standards permit only visual inspections of all accessible areas. Every client receives the visual inspection agreement which they sign prior to the home inspection. The mold was correctly identified and the home buyer has the responsibility to do their due diligence. We have no control over what happens following the inspection hence the 2nd floor leak below the shower. NO moisture was identified with the infrared camera at the time of inspection. The electrical defect was identified. An Electrician will be required to review the panel and correct the defects identified. The defect may be incorrectly phrased in the report however the electrician was recommend to correct it. We made multiple attempts to help this client and truly made a good faith effort to assist them. We can not control defects out of sight, behind appliances, or hidden by drywall.  

   

  Customer Answer

  Date: 12/04/2023

  Complaint: 20919708
  
  
  
  I am rejecting this response because:

  An electrician and plumber both stated that these issues should have been identified by your inspection team. Your team did not take accountability for any of the issues missed and apparently you still are not. You don't have to move a washer and dryer to look behind it. The bathtub faucets were leaking during the inspection - you missed it. The moisture reading was taken before the tub was filled and drained - done out of order leading to an erroneous finding. We counted on your team to be thorough - instead we received incompetence, a lack of accountability, and rudeness.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 12/05/2023

  With all due respect the data we have received and reports delivered are within ASHI Standards. 

  Business Response

  Date: 12/05/2023

  We have made numerous attempts to help this client, from visiting the home to numerous phone calls, they continue to demand a refund. The service was delivered per our licensure standards (ASHI Standards). Unfortunately defects hidden behind drywall and behind appliances may present themselves at a later time following the inspection. We do our best to be 100% but at times some defects just cant be identified during the initial inspection. 

• Initial Complaint

  Date:08/14/2023

  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.

  We hired Pillar to Post on July 3 for a home inspection, in which we were informed there were not many issues uncovered along with a detailed report. Upon our first 2 weeks in the house I personally noticed concerns (mold/water), and even had the inspector come back out to our address for a second time. The inspector said this was not mold and the water coming out was due to damages by the seller when uninstalling their unit.
  
  Shortly after we had ******* come to put my mind at ease, and their report expressed that the inspector clearly did not do a thorough inspection since what I noticed was indeed mold (that had been there a long time) and should have also easily been caught during inspection. The same day a plumber came to our address and reported that the valves were faulty, and this should have easily been caught during inspection.
  
  Upon this new information we were in contact with Pillar to Post who at first were wanting to support us through this experience, and even asked for invoice copies to assist with making things right.
  
  Note: If the inspection would have been done properly we would have not moved forward with the purchase of this new address due to health concerns and potential structural concerns.
  
  On Saturday, August 13 we connected with ****** ******* who ultimately said there was no error on their end, declined our request for any reimbursement for the services rendered, or any compensation for the expenses to quickly fix the issues that they missed.

  Business Response

  Date: 08/15/2023

  Our team performed this building inspection per **** ********* which is a visual inspection only. We are not permitted to move appliances, furniture, or personal belongings. The defects identified by the client upon occupancy were not visible without violating the **** ********s. This home was vacant prior to our inspection and all plumbing is operated for a short period of time during the inspection. Oftentimes upon occupancy of a vacant home, water leaks may present themselves after frequent operation. We've inspected nearly 15000 homes and on extremely rare situations, defects that are hidden present themselves upon occupancy or renovation. This exact situation was an incidence where the defects were not visible or accessible at the time of inspection. We consulted with the client multiple times following this inspection.