ComplaintsforMetro Property Inspection, LLC

• Initial Complaint

  12/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  $567.00 on 9/20/22 inspection $3914.00 gas line (attached) ******* ********* missed over 4 major natural gas leaks in gas line as well as major bathroom plumbing. Bathroom needs new plumbing as galvanized mixed with copper/PVC leaks into crawlspace. Report says pipes are copper. False! Repairs over $8,000+. This could have been really bad. Many could have been severely injured or died in a gas explosion. Plumber checked leaks and soap bubble tests looked like a science fiction tale. No apology or attempt correct the situation. Company could have said something like, "We are so sorry. What can WE do to make this right!?" They simple ignored me and contacted me only when I said I would leave negative reviews. **** said things like, "You [and your realtor] knew I was not going down in the crawlspace, the gas leaks weren't there before there happened after the inspection, and we are not responsible for this because you know that we checked." At least two of the gas leaks occurred outside of the crawl space, actually in the garage, something that was lazily and neglectfully overlooked. Leaks weren't even in crawl space as **** argued. Customer service doesn't exist. They blamed me and my realtor instead of fixing this. I feel rotten, upset, and extremely disheartened after the call. I ask that the gas line be paid ($3,914) as well as a refund as a result of this company's incompetence and negligence. I requested that MI contact the warranty, plumber and to HELP and get this sorted out as warranty is paying only $500 of this bill. This didn't happen either. No one helped me. When I asked for a refund, paperwork with legal jargon saying things like omitting liability and a signature were needed in order to receive my refund. Absolutely abhorrent, vile, repulsive business practices from this company. Never in my life have I been blamed as a customer for a company's oversight. A major gas leak and it's the customer's fault?! I ask that this company make this right.

  Business response

  02/01/2023

  Supporting our response to this inquiry are the Pre-Inspection Agreement, signed by the claimant and a
  copy of the Inspection Report generated at the request of the claimant. The fee for this inspection
  services are as follows:
  ? Inspection Fee: $379
  ? Radon Analysis: $99
  ? Termite Report: $89
  ? Tech Fee: $19.85 (for accepting electronic payment)
  ? Total Paid: $586.85
  On September 20, 2022, Metro Property Inspection Inspected the home at *** ******* ** ** *******
  **. Prior to the inspection *** ****** signed the Inspection Agreement that governs our
  responsibilities as an inspection company and hers as the client. A copy is attached. *** ****** and her
  real estate agent **** ****** were present at the time of the inspection. The inspection lasted
  approximately 2.5 hours.
  In the Pre-Inspection Agreement it clearly states that the inspectors responsibility is to inspect and
  report on systems and conditions that are readily accessible. On page 43 of the inspection report it
  states that any access port/panel to a crawlspace that is less then 36 inches square may not be
  inspected. The access to the crawlspace for this property was discovered in the garage and is
  considerably smaller than this requirement. *** ****** and her agent were standing next to me at the
  time the access was located. Upon this discovery there was very clear discussion that I would not be
  attempting to access this area due to the extremely small opening to the crawl space. It measured
  approximately the size of one cinder block in height.
  Because this area of the home was inaccessible by our standards of practice, there is no system, defect
  or condition that could have been identified in this part of the home. Metro Property nor any other
  inspector can comment or make observations about an area that cannot be seen or that is otherwise
  not inspected.
  With respect to the gas leaks found in the home post inspection. Throughout the inspection there were
  no signs of any gas leaks present, no smell of gas and nothing to indicate an problem with the gas supply
  system in the home. As a reminder there were three people in the home at the time of the inspection
  and no people or any instrument or technology used to inspect the home identified any suggestion of a
  gas leak at that time. Upon returning to the home to collect the radon machine (two days after the
  inspection) again, no indication of any gas leak present. Keep in mind that the home had been
  completely closed and unoccupied for the two days between the inspection and the collection of the
  radon machine. It is simply not possible for Metro or any other inspector to report on a condition that is
  not present. See pictures of the furnace in the garage operating on page 38 and 39 of the inspection
  report. Note that I am within inches of the unit during these pictures. What is not visible in the picture
  is that ** ****** and her agent were standing next to me during the inspection of this unit.
  It should be noted that post inspection but prior to *** ****** taking occupancy of the home an
  appliance company was hired to come to the home to install a gas oven. It seems logical that only after
  this installation was there an issue with leaking pipes in the home.
  We feel terribly for *** ******. Her experience in her new home is never what we want for any of our
  customers. In an effort to prevent exactly this condition we purchased (at no additional charge to the
  client) a 100-day warranty from a third party vendor. This coverage is specifically designed to address
  issues that may occur post inspection. This is a warranty for items that fail in the time between the
  inspection and for the following 100 days. This is not insurance for an item that an inspector may have
  missed. My current understanding is that the warranty company is paying the policy limit of $500 for
  the gas line repairs in the home. As I said this is a separate company and we have no say on what or if
  and to what extent they may or may not pay a certain claim.
  To provide good will to *** ****** we have also agreed to refund her $567. This is the full amount of
  the inspection she paid us (less the tech fee) including the fees for Radon Analysis and Termite
  inspections. We are and have been prepared to issue this payment upon receipt of the release we
  forwarded to *** ****** some weeks ago. In the Pre-Inspection agreement it clearly states that under
  no circumstances can Metro be responsible for any amount of a refund in excess of what was paid for
  the inspection.
  Again, we and I feel terribly that this has happened to *** ******. It is a very rare situation but when
  purchasing a 70-year-old home one has to expect and be prepared for unplanned expenses. The
  conditions with the plumbing at the sinks was clearly called out- see the corroded pipes and an active
  leak observation on page 34 of this report.
  I completely sympathize with ** ****** and I am very sorry this happened but while I feel badly for the
  situation, I am not the cause of the situation. I stand by the offer of a full refund (upon receipt of the
  release) and await a response from *** ******. I remind the BBB that *** ****** will receive $567
  from us plus another $500 from the warranty company. A total of $1067 for a $587 investment in a
  company that did not make a mistake. We will not be making any additional voluntary payments.
  Regards,
  ******* *********

  Customer response

  02/10/2023

  [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 as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I am not satisfied. ******* ********* will be/has been served.
  Regards,
  ***** ******

  Business response

  02/14/2023

  We have made a good faith offer to refund *** ****** her entire fee, there is simply nothing else for us to offer her.  Upon receipt of her signed release we will process her refund immediately.  Until then no additional voluntary payments will be made.

  Customer response

  02/27/2023

  [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 as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I'm not signing anything. I'm not signing away liability or the action of deleting negative comments from social media. I am holding this company liable and accountable. They have been served by ******* ****** *******. Summons to appear is set for April. Both attempts to refund me does not reflect total amount spent of $586.85 not $565.00 or or $567.00. I'm not sure if they have trouble with math, or are having trouble with keeping the customers' records of charges, but both figures are incorrect.Unless I get a full refund of my inspection and help with the gas line plumbing bill, please do not send me anymore "response requested" messages. This is unacceptable and definitely is not resolved. Awful experience. Terrible treatment and customer service.This could have been really bad. Someone could have been hurt or died. The least they could do is offer to help. Regards,
  ***** ******

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