ComplaintsforPrism Building Inspections & Environmental Testing

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home inspection and reinspection from prism before a home purchase for the sum of $1008. Part of the home inspection is to check water supply and check for leaks. The master bathroom had a loose shower head causing a large leak when the shower was turned on for the first time, spraying all over the room. The bath tub spout also is leaking once the water was turned on. The company clearly did not test the water supply in the bath, if they had, they would have identified the leak and the problem could have been remedied before the home purchase. Attempted to contact the company and **** the GM was unprofessional, rude, and extremely defensive when I stated that they did not check the water.

  Business response

  11/18/2021

  On September 9, 2021 Prism Home and Building Inspections did perform a home inspection for Mr. ********, the fee for the home inspection however was $379.00.  The $1008.00 figure is as result of additional services the client had elected performed with the home inspection: Termite inspection, mold testing, inspection of an additional building on the property and an inspection to check repairs that was performed later, in all we had four inspectors to the property to perform the services requested.  A 105-page inspection report was sent to the client the same day as the inspection detailing a home with potential fire hazards, Carbon Monoxide hazards and electrical hazards to name a few.  
  A home inspection is designed to provide a home buyer with a property condition report to assist the home buyer with making an informed decision on whether to pur***** the property.  The window of time provided to perform a home inspection is limited to 2-3 hours, there is approximately 1600 items in an average home to inspect.  No experienced home inspector will guarantee to find every defect in every home, even the most experienced of us are fouled with human error.  In the case of the leak in the shower head however I expressed in an earlier correspondence that the likely reason the leaky shower head weas not in the report as this is a very minor item (most shower heads are designed today to install without tools and are hand tighten).  This home had serious issues that needed addressed, a loose shower head was not on the radar.  It is also my experience of providing more than 2,000 home inspections a year that shower heads and dining room light fixtures are the most often switched out items by a seller prior to vacating a home. 
  On October 12th I received a call from the clients Realtor that the client was having some concern with rust in the water and would I call him.  I did so immediately and explained the rust was from the galvanized plumbing in the home (noted in the report) and the client did tell me the discoloration went away.  His concern was the shower head had a small leak, which he admitted was no big deal and he already fixed it.  He was concerned that because this was not on the report and the second time, he used the tub faucet it began to leak that we must not have checked the plumbing.  I assured Mr. ******** that we did of course check the plumbing.  We inspect a home for the condition it is in at the time, we cannot know a bathtub faucet is going to leak the second time it is used, or the condition of the home will be in the same condition we left it in the weeks or months that pass from the time of the inspection to the time of possession. We do the very best we humanly can, to provide our clients with the most detailed inspection with same day report to provide some peace of mind in making a very big decision.  If denying refunding your money is rude then yes guilty.  If sounding defensive about this company that has been my life's passion and its staff, then yes guilty again.  As for being unprofessional, I and my staff have proven to you time and time again throughout your experience with us that we are very professional.  A home can be a wonderful investment, place to raise your family and hang your hat, old or new. 
  The following is the email correspondence sent Mr. ** ****** following our phone conversation:
  *****,
  
  It was a pleasure talking with you today.  I just wanted to follow up on our phone conversation that I understood your problems clearly.  
  
  1) Rust water through the shower when used the first time, assumption made we did not run the shower.  I assure you that we check all the plumbing fixtures as we inspect the home, rust in the water supply is a common occurrence with homes that have been left vacant with galvanize plumbing in the system as the water is not moving in the pipes allowing the rust in the pipe to saturate the water causing the rusty water to flow from the fixtures.  This will go away as the system is in use.
  
  2) Bathtub fixture leaks.  We inspect a home for the condition it is in at the time of the inspection and cannot know when a component will fail.  Your concern that the bathtub fixture leaked the second time you used it, we cannot know how long a home’s component will function before needing a repair.   I suspect that some of the rust and mineral particles lodged themselves in the interior mechanism of the fixtures valve assembly, this is also a common occurrence with vacant homes and galvanize or copper plumbing.  This should be an easy repair.  
  
  I know you were not happy with my explanations giving on the phone, however, please know I was at the inspection along with **** and have also sent ********* to provide a re-inspection, the bathtub faucet was not leaking.  **** provided a 113-page report detailing a home needing several repairs, **** always has his clients best interest when conducting a home inspection.  A home inspection report is based on the condition of the home at the time of the inspection, it is a snapshot in time with the purpose of providing a home buyer with a condition report of the home at that time to help the buyer to make an informed decision of whether or not to buy the home.  Old homes require routine repairs and maintenance, it is often ongoing.  I am sorry that you are having some plumbing issues, however, please understand that home inspectors cannot stay in business if we are expected to make these repairs on the homes we inspect.  
  
  Sincerely,
  
  **** *****, General Manager
  Prism Home and Building Inspections, LLC®
  Phone ************** ext. 108 

  Business response

  11/18/2021

  Once again, a home inspection is to identify issues that would help a buyer make an informed decision on whether or not to purchase a home, a loose shower head is not in the category of items that should influence that decision. Mr. ********** speculation that we did not inspect the plumbing based on a loose shower head is not logical.  We provided a very detailed home inspection report which Mr. ******** used to his advantage to leverage the seller to make repairs. We provided our services in a timely and professional manner fulfilling our contract. We are careful to let our customers know what to expect from a home inspection by first sending a visual inspection agreement for their review and signature and are honest to let them know in the contract that there is no guarantees or warranties that we will find everything.  We schedule appointments to be flexible with our clients schedule and encourage them to be present for the inspection.  I certainly wish that Mr. ******** would have been at his inspection, we would not be having this conversation now.  

  Customer response

  11/18/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  Mr ****** I was present at the inspection for part of the time, even though I was told I do not need to be there.  I also said that if there is anything I need to look at or here about to please call as I will be right across the street.  Also what I'm gathering is water leaks are not important to note in a home inspection report from your company, I will be sure to take note of that.  This is not just about a water leak, its about what else you may have overlooked since you clearly never checked the water in the master bath.  This matter could have been easily resolved the first phone call and this never would have escalated if you had offered to fix your mistake or even come look at it, instead you chose to become defensive.

  Regards,

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

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