ComplaintsforReliable Reports, Inc.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraudulent claim that an inspection of my home was declined on April 13, 2023. Review of camera footage shows no person came to my front door to have a conversation which would have triggered and therefore recorded the interaction. I would have been the only person home at the time, as well as the only adult that lives in the home. Liberty Mutual received a report on October 9, 2023 stating that the inspector was refused the right to walk around the property. When I signed up for the insurance coverage, I agreed at that time to have an inspector come out and do that walk around at their convenience. After having a conversation with a representative of Reliable Reports, they state that only Liberty Mutual can request a copy of the report and who wrote it. As the consumer who contracted for insurance coverage, that should be a report that I can obtain freely. Liberty Mutual also agreed with that because they gave me the information to reach out to Reliable Reports. I am putting Reliable Reports on notice that I want a full copy of the report in hand by December 31, 2023, along with the inspectors contact information. I will seek legal consult if that has not occurred.

  Business response

  12/29/2023

  Dear ******************,
  After reviewing your inquiry with the Reliable Reports inspector that attempted to inspect your home on April 12th 2023 for ************************* we have the following information to provide based on his recollection of what occurred that day.

  ********************** recalls that he rang the doorbell to announce himself prior to the inspection and he heard a voice from inside the home, but could not make out what the person was saying. He then indicates that repeated why he was there and the person inside the home did not respond back. At that point, ********************** did not feel comfortable proceeding with the inspection because he knew someone was home but they did not authorize him proceeding with the inspection, so he left the property.

  Attached is a copy of the information that was provided to ************************ as a result of his attempt to inspect the home.

  We apologize for any misunderstanding and inconvenience that this may have caused.

  Regards,

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  According to the report they sent my insurance company, they said "risk appears to be vacant no contents visible through windows. As a result my homeowners insurance policy is being canceled. My blinds and curtains were closed. The only window that a person could see through would be on my back porch. If they did look through that window, they'd see a dining room table, chairs, two book cases and a sofa. One of the pictures even has a sign from my front door asking that packages be delivered on the back porch. Why would someone want packages delivered to the back porch of an empty house?******* ********** made this report allegedly on June 9th 2022. No attempt was made to contact me to schedule and appointment for this. I never gave permission for anyone to come on to my property and certainly didn't give Mr. ********** permission to look in my windows.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Dear Mr. *******, We are in receipt of your complaint regarding the inspection of your property located at *** ********* St. ******* ** XXXXX which was completed at the request of your insurance carrier, Liberty Mutual Insurance. As you may already be aware, Reliable Reports, Inc. was contracted by Liberty Mutual Insurance to complete an exterior inspection of your property for underwriting purposes. This practice is common among most insurance carriers to evaluate risk, condition and rating factors of the property that affect policy premiums and eligibility. While we do not have access to the specific language of your insurance contract with Liberty Mutual, there is likely verbiage in your contract that has given consent to allow a physical inspection of the property by your insurance provider to be made at their discretion. This may be something you will want to review in your contract to determine if you have authorized a property inspection as well as other informational reports to be obtained on you and your property as part of the insurance agreement. As you have indicated in the complaint, our exterior report of your home indicated that the home appeared vacant based on what could be seen or not seen while our inspector was on site. Unfortunately, I am unable to determine why the home may have appeared to be vacant by our inspector, as this is a judgement call that was made at the time, however, we do understand that this may be in error based on your inquiry, and for that we do apologize! It is also not protocol to intentionally peer into windows of a home while doing an exterior inspection so I can only make the assumption that the inspector saw through the window from a passing glance and did not see any of the furnishings that you have in your home. Normally in circumstances such as these, the insurance carrier will reach out to us and request additional information and/or a reinspection of the property to confirm the disputed information if they wish to reconsider their decision. As far as I can determine at this time, we have not heard from Liberty Mutual Insurance on our inspection of your property. However, if they are in need of this information, we are more than willing to assist in providing them with updated information that may help rectify the action that they have taken on your policy, and only ask that this request come directly from them. If you are in discussions with Liberty Mutual at this time or if you would like to initiate this process with them to have them to reconsider their decision to discontinue the coverage on your policy, please have them contact our customer service department @ X-XXX-XXX-XXXX and we will cooperate fully to assist in this process. Again, I would like to apologize for any misinformation provided by our representative and the inconvenience caused by his determination of the occupancy of your home. Regards, *** ****** V.P. of Client Services Reliable Reports, Inc. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It would be impossible to see from a passing glance. Therefore one of two things is true. He's fabricating parts of the report, or he did look in my house without my consent! No attempt was made to call and schedule an appointment, which I gladly would have done.If the representative looked in the window as alleged, there are only two places he would have been able to do so. The kitchen door and back window. If he actually looked through the back window he would see a full dining room set with book cases, couches, a table with a lamp and bills on the table! If he looked through the kitchen door, he'd have seen a newly remodeled kitchen, a rug in the living room, table next to the front door with Mayan statues. In addition, there are two air conditioners on the second floor. If he was there for even 10 minutes he would have heard them turn on. Who air conditions a vacant home? There were tools on the back porch table. There's even a sign on the front door asking deliveries be put on the back porch! His findings are incorrect and a retraction and reinspecption with me present is neccessary. Business Response /* (4000, 9, 2022/07/11) */ Dear Mr. *******, I do understand your frustration regarding the findings in our inspection report and do hope that we have the opportunity to correct any information that may not be accurate in our report. However, as I have indicated in my previous response, because this report was completed at the request of Liberty Mutual Insurance Company, we can only be initiate a reinspection of your property and/or a correction to the report at the request of Liberty Mutual. We are more than willing to cooperate with the measures needed to rectify any misinformation in our original report, but this can only be done at the direction of Liberty Mutual Insurance. If you have not yet contacted them to see if they are agreeable to reconsidering the action taken on your policy as a result of our inspection report, I encourage you to do so immediately so we may expedite this process. Regards, *** ****** Reliable Reports, Inc. Consumer Response /* (4200, 11, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You still have not addressed the fact that your employee provided no evidence that my house is vacant, which it isn't. Since the curtains and blind were closed out front, the only way to see inside would be through the back porch window or kitchen window. If your employee actually looked through those windows, it would abundantly clear that someone lives there. While an external inspection of my property was approved, internal was not. Therefore, your employee has either fabricated their findings, or looked into my windows without my permission.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company reported to my insurance company on 4/19/2022 that my dwelling is vacant! Obviously they didn't come to the door because they would have heard my two dogs barking or if they went to the backyard..they would see a garage full of stuff. Someone is always there so I know they lied!

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/11) */ Dear Mr. *********, After reviewing the content of our inspection and discussing the information with the individual that processed this report, we found that there was in fact an error made when transcribing the information and delivering that information to your insurance carrier, Grange Insurance. We have contacted the Grange Underwriting Manager and the insurance agent of record to inform them of this error to update the information on the policy to reflect that the property is occupied. As a result, we have been told that the policy has been updated to reflect the correct information and the policy coverage reinstated. Please apologize for this error and the inconvenience this has caused you. Sincerely, Ken G***** SVP Client Services Reliable Reports, Inc. Consumer Response /* (2000, 7, 2022/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response only because my insurance was reinstated.

• Initial Complaint

  06/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company at the request of my homeowners insurance company showed up unannounced to preform a home inspection. The inspector report caused my insurance to be cancelled. There are many discrepancies in the report. 1 He listed exterior doors as 2 material wood, my home has 3 exterior doors. 2 metal 1 wood. Listed foundation as 100% excavated crawl space the home sits on a slab/ crawlspace slab is approx 33% of foundation. Listed windows as vinyl, they are double pane aluminum. Listed heating as forced gas, the home is all electric with no gas meter or tank present on property listed floor covering as hard wood, there are no hardwoods in the home.listed tree branches touching roof, with the angle of pic they apear to touch however they were at least 10 inches off the roof. Tree has since been removed. Listed curling shingles, the angle of the picture is extremely deceptive.The company has refused to provide name of inspector, or a ga business licenses.

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/06/24) */ Dear Mr. and Mrs. ******, We have received your complaint received through the Better Business Bureau regarding an inspection that one of our field representatives completed of your home on May 11th 2021 for Nationwide Insurance Company. In review of the information you provided, we agree that several of the features of your home that were included in our inspection report and used to develop an estimation of the replacement value of your home may need to be adjusted. These revisions if made, however, may or may not affect the outcome of the estimated insured value of your home. We would be able to make these adjustments at the request of Nationwide Insurance or the Nationwide Insurance Agency that represents you. The items eligible for adjustment are as follows: door types/counts, window frame types, percentage of slab foundation and heating type. We can also adjust the flooring type in the home, however this is simply a program default that is used in the calculation that is not intended to be precise since the inspection did not involve interior access to your home. We however have also reviewed the photos of the roof included in the inspection and do not feel that the conditions notated on the inspection regarding the roof are inaccurate. For that reason we will be unable to alter this portion of the inspection. Additionally, the tree that was noted in the report as touching the roof unfortunately cannot be reevaluated since it has already been removed as you have indicated in your correspondence. In summary, if you are able to re-establish coverage with Nationwide Insurance and/or get agreement from the carrier that they will reevaluate their decision with the adjustments we are able to make, please have them reach out to us and we will provide them with a revised inspection. However, once again, we cannot remove the roof condition information or the tree branch removal recommendation for the reasons indicated above. I apologize for the inconvenience caused by the agreed upon inaccuracies in the inspection and will wait to hear back from Nationwide Insurance if revisions to the inspection are requested to re-evaluate your insurance coverage. Sincerely, Ken G***** SVP Client Services Reliable Reports, Inc. Consumer Response /* (3000, 7, 2021/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) 2 licensed roofing contractors disagreed with your opinion. Nationwide has agreed with the licensed contractors and has not suspended my coverage. I asked for the inspectors license. I asked for an independent company to review. I have no interest nor would I allow your company back on my property for anything. Why would I want a company that can not count exterior doors. Or recognize common building materials to assess my property. All I have asked for is your contractors business license, and relevant industry licenses. Your report was negligent at best,and border lines fraudulent. I'd also like to know under what business license you are conducting business under in my state. Business Response /* (4000, 9, 2021/06/30) */ Dear Mr. and Mrs. ******, I am glad to hear that you may have resolved the suspension of your insurance coverage with Nationwide Insurance directly. Because Reliable Reports is not a roofing or construction contractor, we are not required to be licensed as such and therefore cannot provide you with the information you have requested. Field Representatives working for Reliable Reports are also not individually required to hold any state or federal license to collect information for insurance underwriting purposes. While the information supplied in our reports may be the basis for the initial decision to suspend your insurance coverage, the decision to do so is solely placed with the insurance carrier as they see appropriate. As you are aware from having already seeing the report we provided, we did not access the rooftop of your home, and given such limitations from doing so, could only provide the photographs and perspective of the condition of your roof from the ground. As you mentioned the perspective may have been misleading, however it is what could be seen from ground level. Again we do apologize for the inconvenience, but are pleased to hear you have resolved the situation with Nationwide Insurance. Consumer Response /* (4200, 11, 2021/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company at question here still refuses to answer,who holds your business license in my state of Ga. As admitted above you are not roofers, what qualifies you to report on any construction trade.your B.S. report has cost me over 250 dollars to hire a licensed contractor to dispute an assessment you were never qualified to make. The state of Ga disagreed about you not holding licences. Anyone conducting business in the state of Ga is required at a min to hold an applicable business licences in the county they are offices.The state of Ga also licences insurance adjuster. After speaking with the Ga insurance commissioner office you are considered adjuster..This is running in circles, I have no more patience for this and will simply pass this of to my lawyer.

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