ComplaintsforPriority Home Inspections, Inc.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Priority Home Inspections, Inc.(hereinafter referred to as "Priority") inspected our house on January 21st 2024. During the inspection, four issues should be identified, but unfortunately, "Priority" overlooked all of these four: 1. Two windows in the living room cannot be closed. 2. Two sockets in the living room have no electricity. 3. No hot water. 4. The door to the laundry room is broken. In an attempt to resolve the situation amicably, we proposed that "Priority" only provide solution about the issues of "no hot water" and "two windows unable to close." Since February 26th, when I sought solutions from "Priority", "Priority" responses leaving us feeling disrespected and unprofessional. "Priority" assumed we opened the windows on February 22nd and then couldn't close them. However, the fact is that we and our realtor were togoether and we didn't open them on Feb 22 but observed that it is an issue with the windows. "Priority" are not on site on Feb 22, making assumption contrary to fact, we consider it offensive. Despite we continue highlighting the lack of hot water, but "Priority" said our house is no heat. Our house has heat. We are very unconfortable with "Priority"'s evaluation of our house disregarding the facts. "Priority" responses leaving us feeling disrespected and unprofessional. "Priority" made assumptions and comments about private conversations we had with my realtor and lawyer. we feel be offensive by "Priority" assumptions and comments about my private conversations. The solution "Priority" offered was to reach out to Inspectr. Regarding Inspectr, "Priority" refuses to provide any information beyond the email and website. "Priority" requested that us sign an agreement "Priority" provided, which only referenced InspectR, without specifying its legal entity. Based on the "Inspectr," the email, and the website alone, considering the standard of the reasonable Canadian, it is impossible for us to ascertain the legal entity represented by the letters "Inspectr." Without a legal entity, the suggestion made by "Priority" to contact Inspectr is not feasible. When we asked for alternative solutions, "Priority" refused, insisting that it was our choice to contact Inspectr. However, The fact is, we have a business relationship with "Priority", we require solution from "Priority", and "Priority" requere us to contact Inspectr. Without a legal entity, the suggestion made by "Priority" to contact Inspectr is not feasible. We believe he has an obligation to provide viable alternatives. Please Note:Today, when we attempted to access the website which "Priority" providedit displayed "inspectr.ca is parked free, courtesy of ************" In conclusion, we are still open to discussing solutions with "Priority" regarding the windows and hot water issues. However, until we reach an agreement on how to proceed, we do not waive any of our rights. Taking privacy into consideration, the description uses the name of the inspector's company rather than directly mentioning the inspector's name. Attached agreement (without privacy information) and screenshot of website. We have also recorded the process of accessing the website today, but uploading video files is not permitted here. I can provide it if necessary.

  

  Business response

  14/04/2024

  I performed a home inspection on this property on January 21, 2024 with a full 97 page report on any deficiencies and concerns observed. I was contacted by the customer on February 26, 2024 advising me that, during their pre-close inspection of the home, they observed no hot water, and two windows that did not close properly.

    In their email to me, they asked if I could help with these two issues. I emailed them back with the names of contractors that could make repairs to the issues they discovered.

    They contacted me again with the suggestion that these issues existed on January 21, 2024 during the inspection, and that I had failed to report them in my inspection or report.

     I went to their home shortly after to see for myself the issues they had found. The lack of hot water was a failed circulating pump, that they replaced. The two windows appear to be out of the bottom sash component that holds it in place. I explained that I had indeed checked for hot water during the inspection, as well as opening and closing all accessible windows.

    While I respectfully dispute their assertions that I had missed these issues, I respect their right to complain and file a claim with my insurance company. To that end, I have confirmed with my insurance company that their complaint is currently under review.

  

  Business response

  26/04/2024

  The focus of any home inspection is to draw the home buyers' attention to the areas of concern that require repair or some form of attention. This particular home inspection identified 66 specific issues/problems, areas requiring attention in a 97 page report with pictures of those issues and recommendations. We try to avoid documenting everything that is checked and found to be in good working order. Some system checks such as the garage door and furnace may be documented because their age and working condition are usually questions asked by insurance companies before they will provide home insurance coverage.

   I do not have a picture with my hand under a hot water tap to confirm I checked if the water was hot. I do not take pictures as I am opening and closing windows. It is part of my inspection routine as it has been for 15 years and over 3000 home inspections. 

    The association I put you in touch with supports me and other inspectors across Canada. They respond to and handle all complaints and claims from clients. I can not speak to their 'legal entity' or why their website is currently 'parked'. They investigate claims on behalf of me and the insurance company.

    They have attempted to contact you directly so they can work with you on resolving your complaint. By refusing to deal with them, you are closing the door on the only option I have available to offer to you to resolve this. Continuing to post complaints on the BBB website won't resolve this or help.

    I hope you will reconsider your position and agree to work with them and the insurance company.

  Customer response

  26/04/2024

   I am rejecting this response because:
  

  "Priority" mentions, "Some system checks such as the garage door and furnace may be documented because their age and working condition are usually questions asked by insurance companies before they will provide home insurance coverage." We believe that the importance of hot water and the hot water tank for insurance companies is not lower than that of the garage door and furnace. Since there is no description of the hot water and hot water tank in the report, we believe this strongly indicates that Priority Inc. failed to identify the hot water issue during their inspection.
  
  As I mentioned in the previous response, since Priority does not accept our proposed solutions, we can only request that Priority provide feasible solutions for the four issues with the house: 1. Two windows in the living room cannot be closed. 2. Two sockets in the living room have no electricity. 3. No hot water. 4. The door to the laundry room is broken. Regarding the issues of two sockets in the living room having no electricity and the door to the laundry room being broken, I kindly asked did "Priority" conduct an inspection on January 21st? If so, I kindly asked them to provide evidence to substantiate their claims.
  
  "Priority" mentions, “They have attempted to contact you directly so they can work with you on resolving your complaint. ” We have never received any proposed solutions from inspectr(again, what legal entity does Inspectr represent?)"Priority" has requested that we contact Inspectr for resolution. This solution is not feasible. I have repeatedly asked "Priority," what legal entity does Inspectr represent? Without a legal entity, it is not feasible to comply with Priority's request to contact Inspectr. "Priority" said, "I can not speak why their website is currently 'parked'." I have never asked "Priority" about the reason. Priority provided us with Inspectr's website. Upon revisiting the website today, it still displays "inspectr.ca is parked free, courtesy of ************" We have significant concerns and fears about contacting Inspectr and are very apprehensive about the security of our personal privacy information sent to Inspectr as per Priority's request. 
  
  "Priority" should provide feasible solutions. Inspectr is not feasible solution, "Priority" should provide feasible solutions to the following four issues: 1. Two windows in the living room cannot be closed. 2. Two sockets in the living room have no electricity. 3. No hot water. 4. The door to the laundry room is broken.
  
  "Priority" says, "Continuing to post complaints on the BBB website won't resolve this or help." I highly respect and believe in BBB's role in handling complaints. On BBB's website  "What is a BBB Complaint? BBB handles disputes that relate to marketplace issues experienced with the services or products a business provides."
  
  Priority" made assumptions and comments about private conversations we had with our realtor and lawyer. We feel offended by "Priority" discussing our privacy in this manner. And, we believe the assumptions and comments no help for solution.

  
  

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