Complaints

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:11/14/2024

  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.

  Purchased home in Oct of 2024, we used this business for initial inspection before purchasing and we are now finding out about major structural issues that should've been easily detected. Exterior wall is soft to touch with major water damage and mold. We were told of "minor patch work" to the wall but we are now dealing with having to repair the entire wall (wood, insulation and exterior stucco) and also dealing with water under the floors after recent ******* a young couple purchasing our first home we feel very taken advantage of and feel this was something that should have been detected.

  

  Business Response

  Date: 11/14/2024

  Response to BBB Complaint by ********* *********
  
  Dear Ms. *********************** you for reaching out regarding your concerns. We understand that purchasing a home is a major investment, and discovering unexpected issues afterward can be very stressful. We strive to provide our clients with thorough and accurate information, and we would like to address the details of your inspection and the limitations of our service.
  
  Inspection Findings and Recommendations:
  During our inspection, we observed visible patchwork on the exterior siding in the specific location where issues have now emerged. This was documented as Item 5.2.2 in the inspection report. At that time, we noted that cracks in the siding had been filled with sealant, indicating a prior repair. As a result, we specifically recommended that a qualified siding contractor evaluate the patchwork to ensure it was completed correctly and that no underlying issues existed.
  
  This recommendation was made with the intent of alerting you to the potential for further evaluation by a specialist. Our inspection noted that the presence of patchwork could indicate underlying concerns, which a qualified contractor would be able to assess more thoroughly.
  
  Limitations of a Non-Invasive, Visual Inspection:
  As stated in our pre-inspection agreement and inspection report, our inspection is a non-invasive and visual examination of accessible areas, performed according to InterNACHI standards. This means that we do not perform any destructive testing, such as removing siding or inspecting behind wall coverings, as part of our standard inspection. While we aim to identify visible issues, our inspection is limited to what can be observed without altering the structure or materials.
  
  In this case, interior access was also limited due to furnishings and decorative elements. For example, parts of the interior wall were obstructed by furniture and covered with stone, preventing a full evaluation of the underlying drywall and framing.
  
  Client Acknowledgment of Report and Recommendations:
  We provided the inspection report on September 4, 2024, at 3:54 PM, and records indicate it was viewed at that time. This report included our observation of the patchwork and our recommendation to consult a siding contractor for further evaluation before purchasing the property. We always encourage clients to address such recommendations promptly, as they can reveal potential issues that may not be visible during a non-invasive inspection.
  
  While we sympathize with your situation and understand the frustration that comes with unexpected repairs, our inspection and report provided information based on a visual assessment of accessible areas and highlighted the importance of having patchwork professionally evaluated. This approach is intended to help our clients make informed decisions regarding their property.
  
  If you have any further questions about the scope of our inspection or our findings, please feel free to reach out. We are here to provide clarification and support as needed.
  
  Sincerely,
  **** *****
  
  Truview Inspections

• Initial Complaint

  Date:03/19/2024

  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.

  I got scammed, stuck with $400 in electrical outlet repairs, several other items missed, and they claimed it was my fault and the damage happened after the inspection. Total scam service.If you need a real inspection of a house look elsewhere. These guys will breeze through and tell you everything is fine and leave you with no ability to ask the seller of the property to make the repairs right before you close.Then they will argue with you and tell you a bunch of lies and nonsense to justify their actions.(And now they say in response that my review has inaccuracies - the outlets they say were obscured were NOT obscured. There was nothing within 10 feet of several of the outlets. Its a scam. My integrity is important to me. I would not lie about this. Ask yourself - why would I bother? I have no reason to do so. But Truview is calling me a liar. So understand who you are dealing with if you hire Truview.)

  

  Business Response

  Date: 03/20/2024

  Hello, 

  The home was inspected on 2/17/2024. On 3/09/2024 the customer called the office unsatisfied claiming that we missed a damaged electrical outlet, damaged kitchen cabinets by the dishwasher, and a running toilet. Upon receiving this complaint on 3/09/2024 we immediately called the customer ********************* to address his concerns but he said "I am not doing this with you" and requested email communication. After speaking withe customer and requesting more information, on 3/19/2024 the customer provided us with photos of where the electrical outlet was located and further information that we requested in order to help address his concern. 

  Upon reviewing the report we noticed that the electrical outlet that where the damaged electrical outlet is located there is a sofa obstructing access. According to ******* Statute 468.8311 (4) Home inspection services means a limited visual examination of the following readily accessible installed systems and components of a home: the structure, electrical system, HVAC system, roof covering, plumbing system, interior components, exterior components, and site conditions that affect the structure, for the purposes of providing a written professional opinion of the condition of the home." As a home inspector we are not allowed  to move furniture or personal belongings in order to inspect any area of the home. We are to inspect what is visible and readily accessible, the damaged electrical out was not accessible nor visible to the inspector because there was a sofa in front of it. Attached there are photos showing the damaged electrical outlet and the sofa blocking access.

  The customer provided us a part of the complaint photos of damaged kitchen cabinets by the dishwasher. Upon reviewing our inspection report the photos of the kitchen cabinets in the exact location reveal that the cabinets were not damaged when we performed the home inspection. The home was occupied and it seems as if the damage occurred from the time after we inspected up until the closing date. I have attached photos for your reference. A home inspection is not a warranty for a home, our job is to document the conditions of the home at the time of the inspection which was clearly done when you review the photos and see that in fact the cabinets were not damaged when we performed the home inspection. 

  In regards to the running toilet, we provided videos on the inspection that shows the toilet before flushing, during flushing, and after flushing. The toilet was functional, with no leaks, or running water as seen in the home inspection video we provided. 

  When inspecting this property we instructed the client in writing on our report the following: "Furnished Home- The residence was furnished at the time of the inspection and portions of the interior were hidden by the occupant's belongings. In accordance with industry standards, the inspection is limited to only those surfaces that are exposed and readily accessible. The Inspector(s) do not move furniture, lift floor-covering materials, or remove or rearrange items within closets or on shelving. On your final walk through, or at some point after furniture and personal belongings have been removed, it is important that you or the inspector inspect the interior portions of the residence that were concealed or otherwise inaccessible at the time of the inspection. Contact our office immediately if any adverse conditions are observed that were not commented on in your inspection report. We will be happy to assist you if needed." This information is located on section 1 of our report. 

  Prior to closing the customer performed a pre-closing walkthrough of the home with the realtor, this is the final chance that the customer has to see the home after the furniture was removed in order to see if the conditions had changed. Since we know that this is very important we recommended on section 1 of our report the following to the client: "Pre-Closing Walk Thru- Final walk-through inspections are typically performed shortly before closing and are to be accomplished by the prospective buyer to confirm acceptable and unaltered condition of the property and should include retesting all appliances and fixtures. Very often these inspections are performed after some time has passed after your home inspection. If the home was furnished at the time of inspection numerous counter, under sink, closet, window, wall, floor, and/or ceiling surfaces may be obscured by personal effects, window coverings, rugs, carpets, collectibles, furniture and other items, limiting the inspection of some areas. We highly recommend once the seller has all possessions out of the home the client completes a full walk through for a final inspection before close of escrow. Particular attention should be payed to areas that were concealed during your inspection. As a tool to help you with your pre-closing walkthrough we have provided 360 photos on the inspection report. The ********************************************************************************************************** the same conditions. Keep in mind that closings typically take place ***** days after the inspection and property conditions may change especially if the home is occupied. That's why the pre-closing walkthrough is so important."

  As you can see by the information provided we operated under Florida Statutes, advised the customer in writing that the home is furnished with areas that are obstructed by furniture, and provided in writing recommendations to the customer on how to handle the pre-closing walkthrough. I hope that all this information proves that Truview Inspections was not negligent when we performed the home inspection. 

  Best Regards,

  *******************

  ************

  Owner/CEO

  

  Business Response

  Date: 03/20/2024

  Hello, 
  

  The home was inspected on 2/17/2024. On 3/09/2024 the customer called the office unsatisfied claiming that we missed a damaged electrical outlet, damaged kitchen cabinets by the dishwasher, and a running toilet. Upon receiving this complaint on 3/09/2024 we immediately called the customer ********************* to address his concerns but he said "I am not doing this with you" and requested email communication. After speaking withe customer and requesting more information, on 3/19/2024 the customer provided us with photos of where the electrical outlet was located and further information that we requested in order to help address his concern. 
  

  Upon reviewing the report we noticed that where the damaged electrical outlet is located there is a sofa obstructing access. According to ******* Statute 468.8311 (4) Home inspection services means a limited visual examination of the following readily accessible installed systems and components of a home: the structure, electrical system, HVAC system, roof covering, plumbing system, interior components, exterior components, and site conditions that affect the structure, for the purposes of providing a written professional opinion of the condition of the home." As a home inspector we are not allowed  to move furniture or personal belongings in order to inspect any area of the home. We are to inspect what is visible and readily accessible, the damaged electrical out was not accessible nor visible to the inspector because there was a sofa in front of it. Attached there are photos showing the damaged electrical outlet and the sofa blocking access.
  

  The customer provided us as part of the complaint photos of damaged kitchen cabinets by the dishwasher. Upon reviewing our inspection report, the photos of the kitchen cabinets reveal that the cabinets were not damaged when we performed the home inspection. The home was occupied and it seems as if the damage occurred from the time after we inspected up until the closing date. I have attached photos for your reference. A home inspection is not a warranty for a home, our job is to document the conditions of the home at the time of the inspection which was clearly done when you review the photos and see that in fact the cabinets were not damaged when we performed the home inspection. In regards to the running toilet, we provided videos on the inspection that shows the toilet before flushing, during flushing, and after flushing. The toilet was functional, with no leaks, or running water as seen in the home inspection video we provided. 

  Please see the home inspection report by clicking on this link: ***********************************************************************

  When inspecting this property we reported the following in our inspection report: "Furnished Home- The residence was furnished at the time of the inspection and portions of the interior were hidden by the occupant's belongings. In accordance with industry standards, the inspection is limited to only those surfaces that are exposed and readily accessible. The Inspector(s) do not move furniture, lift floor-covering materials, or remove or rearrange items within closets or on shelving. On your final walk through, or at some point after furniture and personal belongings have been removed, it is important that you or the inspector inspect the interior portions of the residence that were concealed or otherwise inaccessible at the time of the inspection. Contact our office immediately if any adverse conditions are observed that were not commented on in your inspection report. We will be happy to assist you if needed." This information is located on section 1 of our report. 
  

  Prior to closing the customer performed a pre-closing walkthrough of the home with the realtor, this is the final chance that the customer has to see the home after the furniture was removed in order to see if the conditions had changed. Since we know that this is very important we recommended on section 1 of our report the following to the client: "Pre-Closing Walk Thru- Final walk-through inspections are typically performed shortly before closing and are to be accomplished by the prospective buyer to confirm acceptable and unaltered condition of the property and should include retesting all appliances and fixtures. Very often these inspections are performed after some time has passed after your home inspection. If the home was furnished at the time of inspection numerous counter, under sink, closet, window, wall, floor, and/or ceiling surfaces may be obscured by personal effects, window coverings, rugs, carpets, collectibles, furniture and other items, limiting the inspection of some areas. We highly recommend once the seller has all possessions out of the home the client completes a full walk through for a final inspection before close of escrow. Particular attention should be payed to areas that were concealed during your inspection. As a tool to help you with your pre-closing walkthrough we have provided 360 photos on the inspection report. The ********************************************************************************************************** the same conditions. Keep in mind that closings typically take place ***** days after the inspection and property conditions may change especially if the home is occupied. That's why the pre-closing walkthrough is so important."
  

  As you can see by the information provided we operated under Florida Statutes, advised the customer in writing that the home is furnished with areas that are obstructed by furniture, and provided in writing recommendations to the customer on how to handle the pre-closing walkthrough. I hope that all this information proves that Truview Inspections was not negligent when we performed the home inspection. 
  

  Best Regards,
  *******************
  ************
  Owner/CEO

• Initial Complaint

  Date:03/13/2023

  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.

  Company did mold testing after hurricane *** damage and are billing me $1,950.00 for testing alone. This is extremely higher than market. An adjuster sent them and I was not told the cost of their testing or that I had an option to use some one else.

  

  Business Response

  Date: 03/31/2023

  *********** that did the Mold Assessment at **************************************************** was not Truview Inspections, Inc. *********** that did the work is called Truview Mold, LLC. BBB business account she filed a complaint with is not the company who did her mold assessment. That is seen on the estimate provided by the consumer. The estimate the consumer provided says the work was performed by Truview Mold, LLC and not Truview Inspections, Inc. Regardless, Truview Mold, LLC is owned by the owners of Truview Inspections and therefore we are able to properly respond to this complaint with supporting documentation.

  The consumer's complaint is that Truview Mold, LLC charged $1,950 for the mold assessment which she feels is higher than industry standards and that she was not aware of the cost of the services. When Truview Mold, LLC arrived at the property on 10/21/2022 the Mold Assessor showed the consumer the estimate and once the consumer agreed to the estimate then she signed documentation authorizing us to perform the work and bill her insurance company directly. The estimate that the consumer provided on this complaint shows the cost of the services being $1,950. This is an estimate and not an invoice. Therefore, this was provided before the services are rendered and is an estimate, not an invoice. Meaning that if the consumer has the estimate it means it was shown to her before the services were rendered. I am attaching the estimate and other documentation that the insured signed authorizing us to perform the work. I would also like to add that Truview Mold, LLC has not received any payments from the consumer's insurance company or the consumer herself. This mold assessment remains unpaid. However, even though payment was not made Truview Mold, LLC still delivered the Mold Assessment Report and the Laboratory Analysis to the consumer on 10/26/2022 at 3:31pm. 

• Initial Complaint

  Date:10/07/2022

  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 ordered a home inspection + mold inspection from Truview Inspection on January 5th, 2022.We paid $464 for the Home Inspection + $250 for the Mold Inspection. Business committed to provide a thorough report both with the general and mold report. We paid $250 for the Mold report because it is common in FL and if detected we would have a chance to either fix it or refuse to sign on the new house.October 5, 2022 I brought in a contractor to check on the walls under the windows of my kids bedrooms. They leaned on the wall and the wall just fell in with the paint only to hold the drywall. The contractor opened a small section in both bedroom and there was serious black mold and rotten wood damage. Truview Inspection failed to detect the black mold. I called Truview and spoke with a supervisor who bluntly refused to take any responsibility for their failure to detect the mold. Communication with Truview was futile. I asked for some sort of compensation because it is going to cost us a lot of money + black mold is known to have severe health repercussions. Truview refused to take ANY responsibility. Whoever reads this, please be aware; when you pay $250 for Mold inspection, do not expect them to find Mold even if it is there. If Mold is behind your dry-wall, Truview will not find the mold unless they take samples. I wish they'd offer me the option for the different Mold inspections so I can make an informed decision.

  

  Business Response

  Date: 10/21/2022

  Hi ******,
  
  Thank you for trusting us with your business. Also, thank you for agreeing to speak to us about this review. As I mentioned on our call, the job of the home inspector is to visually inspect the readily accessible components of the home at the time of the inspection. In fact, a critical part of our job is to document the condition of the property at the time of the inspection. We do this by providing photos and videos of the home and it's components that way before closing on your final walkthrough you can reference back to the photos/videos on the report and make sure that everything still looks the same. When we were informed of this we immediately gave you a call in order to help address the situation. As a matter of fact, on 10/6/2022 as soon as your call was completed with our client care coordinator we emailed you a Resolution Request Form and on 10/7/2022 an inspector manager gave you a call. As we mentioned on our phone call, when performing a real estate transaction the scope of the home inspection is limited to areas that are visible and readily accessible. When we reviewed the report we brought to your attention photos on the inspection report that show a bed, a desk, and other furniture blocking both physicals and visible access to the wall. The scope of our inspection was disclosed to you prior to us performing the inspection. I have attached a copy of the mold inspection agreeement which states the following:

  2. Purpose: The purpose of the inspection is to attempt to detect the presence of mold by performing a visual inspection of the property.

  3. Scope: The scope of the inspection is limited to the readily accessible areas of the property and is based on the condition of the property at the
  precise time and date of the inspection and on the laboratory analysis of the samples collected. Mold can exist in inaccessible areas such as behind
  walls and under carpeting.

  This agreeement was signed and dated by you, I have attached a copy for your reference. Next, when we performed the inspection the inspector verbally and on the inspection report mentioned the scope of standards and also advised the following:

  The residence was furnished at the time of the inspection and portions of the interior were hidden by the occupant's belongings. In accordance with
  industry standards, the inspection is limited to onlv those surfaces that are exposed and readilv accessible. The Inspector(s) do not move furniture. lift floor-
  covering materials, or remove or rearrange items within closets or on shelving. On your final walk through, or at some point after furniture and personal
  belongings have been removed, it is important that you or the inspector inspect the interior portions of the residence that were concealed or otherwise
  inaccessible at the time of the inspection. Contact our office immediately if any adverse conditions are observed that were not commented on in your inspection report. We will be happy to assist you if needed. A copy of the report section with these remarks is attached to this message. 

  We know that you may feel like you were let down by someone, but we can reassure you that we did not let you down. We disclosed the scope of our inspection numerous times, there is a signed agreement by you agreeing to the scope of the inspection, the inspector mentioned on the report that there are areas we cannot access due to personal belongings, the inspector provided photos of each area, and the inspector even mentioned on the report to return to the property once the furniture was removed at the pre-closing walkthrough. 

  The mold was found behind walls using an invasive procedure, meaning that even if the furniture was not present the inspector or no one else would have been able to detect the mold unless a section of the wall was removed. This becomes an invasive procedure, and a mold inspection during a real estate transaction is a non-invasive procedure. 

  Once again, thank you for the opportunity to address your concerns. Please feel free to contact us if you would like further clarification. We hope to be of service to you in the future!