ComplaintsforiPermit, LLC

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/30/2023 iPermit, LLC came out and completed an HVAC inspection on my investment property. The HVAC passed inspection but due to an error on their side (wrong address on paper work) the inspector could not supply me with the necessary paper work. I need report so that I can submit to the city so that I can pass the final inspection. I have reached out numerous times and have been told many different things. Still waiting two weeks later and I cannot occupy the property until they submit the paper work. Frustrating as this company was hired by Service Champions not by me directly and this inspection is required by the state. I have informed Service Champions of the lack of communication from the company iPermit.

  Business response

  01/02/2024

  We have spoke with the homeowner and resolved the issue. 

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  iPermit was contracted to perform an inspection of a new HVAC system installed by So Cal Climate Control. On September 16th Randall the inspector showed up and attempted to complete the inspection, but ran into trouble because our home is 3-stories and his equipment wasn't long enough to accommodate the length needed. Randall contacted his supervisor, stated someone would be in contact with us and left. As of this date, NO ONE has contacted me and, now, rain is coming. We didn't choose iPermit, it was chosen by the HVAC company. We want our new system inspected. Also, it looks like iPermit is taking on jobs it is incapable of fulfilling. What recourse do consumers have in this situation? We shouldn't have to wait for an inspection of a new system that is mandated by law.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am trying to arrange a date to have my new HVAC system inspected as required by the city of Simi Valley, but iPermit has been totally unresponsive. When you call their phone number you go on hold for a short while and then are told to leave a message and they will return your call within 24 hours. I have now called them multiple times, each time more than 24 hours apart, and no one as yet has returned my call.

  Business response

  06/09/2023

  We have contacted Mr. P******* and resolved the situation.  If he has any additional concerns, please have him contact us directly.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Failure to complete contracted job. Several months ago we had an AC unit installed by AZ Air Conditioning via Costco who did a good job with the install. However, unfortunately they use this iPermit company for inspection. iPermit is highly unresponsive and unprofessional. Despite their being contracted to complete the inspection, I am only aware of their trying to contact me to schedule for months now. Of course, they leave no message. I only realized they called because of cross referencing with my caller ID log. Additionally, my wife has called them multiple times and left messages, yet, she had never received a call back. I consider iPermit in breach of contract at this point.

  Business response

  06/20/2022

  Mr J******,

  I want to first off apologize for any confusion on this matter...
  

  I personally looked into your job and I see we called quite a few times the number ending in 4333.  I counted over 10 attempts starting March 8th through June. 

  It looks like we called your number on 6/13 and per our notes, "Mr J****** stated to stop calling him and to call his wife".  Which it looks like we got a hold of Mrs J****** on 6/13 and now we have the appointment scheduled for 7/1.

  If needed we have the call logs showing the attempts to get a hold of you to complete the testing, but i hope this response is good enough.  

  We would never want a customer to be upset and feel we are "breaching of contract"

  Please let me know if there is anything else I can do for this matter?
  

  Customer response

  06/20/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17340043, and find that this resolution is satisfactory to me.  However, even though they may have called my wife multiple times, according to my wife they didn't leave a message.  So that is the same thing as no call.  It is very unprofessional for a company to call and not leave a message.  They did the same thing to me.  I was aware of one time they called my number 805-216-7087 only because I did a search in my called ID log and saw the number.  They did not leave a message.  Assuming we even see that a call came in, without a message we will assume it's one of the many spam calls we get each day.  Also, they seem to never actually answer calls to their main number.  Then if a message is left, they either don't call back or still don't actually leave a message themselves.  The second time they called me, they did FINALLY leave a message which also give me the extension to enter when I call the main number so I could get a person on the phone.  So although I do accept their response, I also consider the phone behavior rather unprofessional.  
  
  Regards,
  
  ******* J******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NexGen hired iPermit to perform a HERS test. According to the iPermit certification paperwork, duct leakage, smoke, and airflow tests were performed. According to the smoke report, “No visible smoke exits the accessible portions of the duct system.” Shortly thereafter, I received a certificate of installation in the mail from iPermit. Due to ongoing issues with our HVAC system, I independently hired another HERS company. The inspector arrived at 11:30 am and left and 1:30 PM. He sealed off all the registers in the house, taped the grilles, and pressurized the system. None of this was done by the iPermit inspector. The duct and smoke tests were NOT performed by iPermit. The registers were not sealed and the grilles were not taped off. Additionally, there could not have been a smoke machine as our house is equipped with dozens of fire sprinklers. A smoke machine would have set the sprinklers off. The iPermit inspector didn’t spend more than 30 minutes at the house in total. Since then, I’ve learned that a thorough HERS test should last between two and three hours. There are two primary test result differences. First, according to the airflow report produced by iPermit, the actual system airflow rate measurement is 1076 cfm. But according to the report produced by the independent company, the actual system airflow rate measurement is 277 cfm. Second, according to the independent company, “On the duct test your system needed to leak less than 180 cfm, Don had a leakage of 600 cfm. Don’s next step would be to smoke the system but since your home has a sprinkler system, he couldn’t do that. So we cannot provide a state certified HERS report. Your duct test fails with severe leakage.” I suspect that NexGen and iPermit have an arrangement of some kind in which NexGen sends a high volume of customers to iPermit and iPermit passes the installations without doing the actual tests. I highly recommend that you independently investigate the relationship between NexGen and iPe

  Business response

  01/26/2022

  
  I would like to, first, apologize profusely, for the regrettable situation you have been put in through the issues that arose because of the failures you have made me aware of. I want you to know that I take this complaint very seriously and will do whatever is necessary to make this right.
  
  As a company with more than thirty inspectors in the field, who are individually certified, I am sometimes made aware of situations where our Inspectors have not performed their job up to our standards. This can be due to complacency, laziness, or a lack of proper training. When these issues arise, which is not common, we take them very seriously. We do have checks and balances designed to monitor each of our inspectors work and spot check photos and reports to ensure quality. When we miss the mark and a customer puts in a complaint, we see it as a chance to review our Raters, conduct further training, and improve as a company.
  
  In this case, I would have been sure to review and try to resolve the issue before it escalated to this level. If I were made aware of these issues, we would have conducted an investigation, and I would have been happy to send one of our supervisors to retest the property at no charge. We would review what they found out about the set up of your home and which inspections should have been conducted and how. With the opportunity, we could be sure that your system was properly tested, and although we cannot guarantee that the tests we perform would prevent issues unrelated to our testing, we would have wanted you to be confident in the service we provided. This would have also allowed us to perform discovery on if we should take one of the following actions regarding the Rater involved:
  
  Put the inspector through more education classes as well as have a supervisor ride along with that inspector so that we can be confident of their improvement
  Suspend the inspector if the issue needs further investigation
  Termination, if the issue was deemed egregious, and if improvement was unlikely
  
  This is not the first time we have had to review one of our Raters performance, and we have taken all the above actions when appropriate. We will use the information from the report we received from you to determine the correct course of action in this case.
  
  Lastly, it is important to note here, that there is no arrangement between my company and Nexgen. We perform over a thousand inspections for over 300 contractors every week. All of these contractors regularly receive fail reports from us, and we conduct training with any company, with a high fail margin, to improve install procedures which impact the results of Title 24 required testing.
  
  Each inspector employed by us is certified through a Registry approved by the California Energy Commission, and we expect each inspector to provide accurate testing for the homeowner. There are some situations where testing cannot be conducted, or where certain measures require exemptions. When these issues arise, we ask our inspectors to make us aware of these special circumstances and provide photo documentation. I apologize that we failed you in this instance.
  
  Your formal complaint indicates that you are requesting a refund from Nexgen. Although we are not involved in any issues directly with them, we want to do our part to make things right for you. I would like to take the step to offer reimbursement from my company. To start, we feel responsible to reimburse both the cost of our original testing and the additional testing you had performed. If you feel there are other costs for which we are directly responsible, I am open to discussing this with you.
  
  In short, I want to make this right! My company has hundreds of positive reviews from customers who have been impressed with the diligence, attention to detail, and effort of our inspectors while performing what can be a very difficult job. The standard we want to reach each time we send out one of our team is 1. Properly performed testing and 2. Satisfied homeowners. We did not achieve this in your case, and I will do whatever I can to resolve this for you.
  
  Sincerely,
  
  I** ******

  Customer response

  01/26/2022

  [Below is a copy of an email sent January 26, 2022 in response to Mr. J*****'s email received on January 26, 2022)

  -----

  Dear Mr. J*****,
  
  
  Thank you for your email and for reading my lengthy document detailing our situation. I appreciate your desire to make this right and I am agreeable to a reimbursement of both your original testing and the additional testing I had performed by another company. As evidence to you, the receipt of additional testing ($350) is attached.
  
  
  <Invoice 2241 from Efficient Air Inc.pdf>
  
  
  You can mail the check to our mailing address:
  
  
  S******** ******
  ** *** ***
  Silverado, CA 92676
  
  
  Sincerely,
  S******** ******
  

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