Complaints

This profile includes complaints for Reliable Reports, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reliable Reports, Inc.

  1760 S Stemmons Fwy Ste 200 Lewisville, TX 75067-1209

• 

  Reliable Reports, Inc.

  PO Box 299005 Lewisville, TX 75029-9005

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:12/12/2024

  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.

  The employee walked onto my property taking pictures without my permission when I confronted ***** ****** at my front door he demanded access to my back yard. He never knocked on my door or introduced himself and would not leave my property. He had no business being on my property. This company tries to violate all your rights as a homeowner. They will try and gain access to your property no matter what. Do not let them. They have no right to come onto your property. They are ambulance chasers

  Business Response

  Date: 12/20/2024

  Dear *** and Mrs. ***************** you for bringing your concerns to our attention. We value the opportunity to address your feedback and ensure that you feel respected and understood throughout this process.
  Reliable Reports was contracted to perform an exterior inspection of your residence at *************************************** as part of the underwriting process for your insurance policy with ********************* As part of our standard protocol, a pre-notification letter explaining the purpose and future timing of the inspection was sent to your mailing address on November 7, 2024. A copy of this letter is attached for your reference.

  After reviewing your concerns, we spoke with our field representative, *** ** ******* who conducted the inspection on December 12, 2024, at approximately 11:46 a.m. According to *** ******* he followed our standard operating procedures by first approaching your front door to announce his presence and explain the purpose of his visit. He informed us that both of you came to the door, and he introduced himself as a representative of Reliable Reports, conducting an inspection on behalf of *********** He also offered his identification badge, which Mrs. **** photographed for verification.

  *** ****** indicated that, following this interaction, he felt assured there were no objections to proceeding with the inspection. He completed his work without sensing any discomfort or conflict. However, we understand that his perspective may not fully capture your experience, and we sincerely regret any confusion, frustration, or misunderstanding that may have arisen during this process.

  We want to emphasize that our goal is to handle inspections with the utmost professionalism and sensitivity. We deeply apologize if our actions caused any inconvenience or unease. Please know that we take your concerns seriously and are committed to improving how we communicate and conduct our inspections in the future.

  If you have additional questions, concerns, or suggestions about how we can better serve you, please do not hesitate to contact us. We truly appreciate your patience and understanding and thank you for working with us to resolve this matter.

  
  

• Initial Complaint

  Date:10/14/2024

  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.

  This company was asked to do a roof inspection of my home as I am switching insurance companies currently. The inspector showed up unannounced, no warning given. I seen him on camera knock and after no response he proceeded to come onto my property and look around. Again without warning I have no idea who this person is now just snooping around my property. I wasnt far from home so I dropped what I was doing and proceeded to the address. Once I arrived the inspector was getting into his vehicle, I asked who he was and why he was here and he started saying he was from a third party company to do an inspection. I explained to him that this isnt acceptable to just show up unannounced without warning and furthermore to knock and get no response and then proceed to trespass on my property without my consent. I told him he needed to leave and come back once an appointment had been established with proper paperwork and times. He left and I called his company to express my distaste for his mannerism and the nonchalance of going onto someone elses property without any notice. The person I spoke with was polite but said they only get the work order and do the job. I contacted my insurance company and they expressed that the inspection company was provided my name, phone number, and email address as well as, the agents so they had multiple ways of contacting myself or my agent to set a proper time and even let us know this was taking place. A week later my agent received a report stating the roof was in disrepair and couldnt be insured. In the following days Ive had two separate roofers come out and both have concurred that not only is the roof completely satisfactory, that in their opinion if they were to try and turn it into insurance for a complete roof repair that it would get denied due to it being in great shape. I believe the report the inspector provided wasnt professional or true and was biased due to being asked to leave the property. This was malicious.

  Business Response

  Date: 10/15/2024

  Dear **** *******,
  We have received your inquiry regarding the inspection we performed on your home at ****************************************************************** on behalf of your agent Cord ******* and ***********************

  We do understand and appreciate the concerns you have regarding the safety of your home and family and apologize for any issues that may have come out of completing this necessary step in the insurance underwriting process. Your agent is aware of the requirement to have each home inspected as part of the policy issuance process and ideally would have notified you of the request that would be made to inspect your home. As a normal course of business, we rely on mechanisms at the agent and or carrier level to inform a policyholder of the request for our staff to complete an inspection, and while we do always knock on the door and present ourselves to explain the nature of our visit, we typically do not make appointments and/or call ahead to inform anyone of the inspection.

  After reviewing the photographs taken as part of the inspection completed on your home, we have reported that there is significant granule loss on the roof shingles which is likely the reason for the insurance providers actions on your policy. We did not however report that any repairs were necessary as a result of our findings. Our assessment was simply an evaluation of the current state of the roof from a condition standpoint. If repairs were suggested, that would have likely been something that the insurance provider is recommending,but we unfortunately do not have visibility to how the information has been evaluated and communicated to you.

  Based on these facts, a return visit to your home to reinspect the roof would not change the outcome of our findings or the inspection information we would provide to the carrier. I would suggest you contact your agent who can provide additional information about the insurance carriers requirements and policies as it pertains to your insurance policy.

  In closing, I do apologize that that you may have received any notification of our request to inspect your home in advance of our visit and regret that we are unable to further resolve your concerns to the degree you have requested.
  
  Sincerely,
  
  *** ******
  VP of Client Services
  Reliable Reports, Inc. 

  Customer Answer

  Date: 10/16/2024

  I am rejecting this response because:   Once again there isnt granular loss on the home. The report was not correct and a flat miss by your inspector. If this is what quality control is, its very poor and your company should look into that. Although judging by this tap dance response provided, that wont happen either. So based on this is seems your company believes your inspectors to be infallible, is that correct? 

  Business Response

  Date: 10/16/2024

  Dear Mr. **************** can appreciate your position on this matter especially considering the unfavorable outcome as it relates to your insurance policy, however, I can assure you we take our business seriously and have quality standards which are guided by the policies, procedures and requirements that our staff members follow. That being the case, there is always room for error, however, in this case the photo evidence of the roof shingle condition on your home appears to support our report findings.

  To assist you in your review of this situation, I am providing you a copy of the report that we completed for ************** in case you have not had the opportunity to review this information.I am also attaching a specific individual photo of the granule loss (also included in the report) which was taken to support the findings stated in our report.

  It is my hope that once you review this information, that you will have a better understanding of the information contained in our report to ************** and we be able to clearly see that we have not misrepresented any information regarding the current condition of your roof.

  Please see attached files.
  

  
  Regards,

  *** ******
  VP. Client Services
  Reliable Reports, Inc.

  Customer Answer

  Date: 10/17/2024

  I am rejecting this response because:   One picture of a small piece doesnt represent the entire condition of the roof. I had already seen the report and showed it to the actual qualified roofers who inspected it after and said that the rating for 100% is the inaccurate part. There are only minor places that have any of the granular condition you show in a small photo. 

• Initial Complaint

  Date:04/02/2024

  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.

  While away on business I was notified by Ring that a person was at my front door. Before I could answer it the employees began trespassing and taking unauthorized photos around my property, entering the back yard as well for 5 minutes. As far as Im aware he was a false agent attempting to break into my house. The police were contacted for my safety.

  Business Response

  Date: 04/03/2024

  Dear ************,

  
  We extend our apologies for any confusion that *** have arisen regarding the recent property inspection we conducted on the exterior of your home.
  Reliable Reports has been commissioned by your Insurance ******** ********************* to perform an exterior survey of your home and property for purposes of underwriting your insurance policy.

  Upon review of your inquiry, we found that you should have received a mailed copy of the attached letter from us which was sent on March 6th 2024, outlining the inspection requirement by ********************* It was our intent and that of ******************** that you would have been fully informed about this visit to your home prior to it occurring on April 2nd.

  It also does appear from review of the video that you provided that the Reliable Reports field representative did follow standard protocol by announcing his presence at the time of inspection through both ringing the doorbell and then displaying his photo ID to the camera when it appeared that no one was currently home at the residence.  However, In the event that you been at the residence at the time of inspection, the field representative would have taken the additional time to discuss with you the reason for his visit and any question that you might have had.

  We earnestly hope you find this explanation of the situation to suffice in clarifying the circumstances surrounding the inspection of your home. Please be assured that it was never our intention to create any unnecessary confusion or concerns for your safety by fulfilling this request for your insurance carrier.

  
  Regards,

  
  *******************
  VP Client Services
  Reliable Reports, Inc.

  Customer Answer

  Date: 04/03/2024

  I am rejecting this response because:   Although I do appreciate the response and your efforts to clarify the situation, I do believe that this visit should have been postponed until confirmation was received because without consent to be on the property you are legally trespassing. Regardless of business affairs, your company does not have legal access to the property as no contract has been signed waiving personal property rights. Due to the nature of my job I receive digital scans of **** mail that is sent to my address and I have the Ring doorbell to see if anyone is stealing packages. I have looked through every scan since March 6th, 2024 and there was not letter from Reliable Reports, Inc. received. Had the Field Representative presented his ID, along with a copy of the letter stating the nature of his business, it would have been more sufficient than blatantly trespassing and taking unauthorized pictures with not even a word said. 

  Business Response

  Date: 04/05/2024

  Dear ************,

  I can appreciate your position on this situation and again, apologize for the confusion and the fact that you may not have received the notification letter we sent which would have given you prior notification of our visit to your property.

  I am unsure how we might further rectify this situation for you, but I would suggest that you have a discussion with your insurance agent and/or your insurance carrier in this regard if you have not already done so to discuss the insurance contract you have with them. It is my understanding that most insurance policy contract language includes provisions for access to insured property to evaluate insurability and to confirm information provided that is the basis for rating your policy. Existence of something in the contract that you entered into with your agent may shed a different light on the occurrences in this situation.

  If there is something we can reasonably do that would offer you some closure to this situation, please let me know so we may take further action.
  Warmest Regards,
  
  *******************
  SVP Client Services
  Reliable Reports, Inc. 

  Customer Answer

  Date: 04/05/2024

  I am rejecting this response because:   As stated in all of my responses, you actively trespassed on my property. Insurance companies and their contractors are governed by the same laws as everyone else, and Reliable Reports, Inc. is no exception. My policy with ******************** does not have a specialty clause permitting unfettered access to personal property and all agents are required to obtain consent prior to accessing the property in accordance with all local laws. NO ONE should feel unsafe and unsecure on their own property, and as stated in the email provided I expect confirmation of policy changes to prevent further trespassing on not only my property but the other citizens Reliable Reports, Inc. services. Businesses like Reliable Reports, Inc. cannot just bully citizens into compliance simply to save on how much they pay their Field Representatives by forcing a policy that openly breaks the law. I have already stated that if Reliable Reports, Inc. is not willing to change their policy and provide confirmation then I will be forced to press trespassing charges and seek legal action. I will NOT feel unsafe on my own property. Rectifying the situation is extremely simple, follow the law. 

• Initial Complaint

  Date:12/19/2023

  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.

  Fraudulent claim that an inspection of my home was declined on April 13, 2023. Review of camera footage shows no person came to my front door to have a conversation which would have triggered and therefore recorded the interaction. I would have been the only person home at the time, as well as the only adult that lives in the home. Liberty Mutual received a report on October 9, 2023 stating that the inspector was refused the right to walk around the property. When I signed up for the insurance coverage, I agreed at that time to have an inspector come out and do that walk around at their convenience. After having a conversation with a representative of Reliable Reports, they state that only Liberty Mutual can request a copy of the report and who wrote it. As the consumer who contracted for insurance coverage, that should be a report that I can obtain freely. Liberty Mutual also agreed with that because they gave me the information to reach out to Reliable Reports. I am putting Reliable Reports on notice that I want a full copy of the report in hand by December 31, 2023, along with the inspectors contact information. I will seek legal consult if that has not occurred.

  Business Response

  Date: 12/29/2023

  Dear ******************,
  After reviewing your inquiry with the Reliable Reports inspector that attempted to inspect your home on April 12th 2023 for ************************* we have the following information to provide based on his recollection of what occurred that day.

  ********************** recalls that he rang the doorbell to announce himself prior to the inspection and he heard a voice from inside the home, but could not make out what the person was saying. He then indicates that repeated why he was there and the person inside the home did not respond back. At that point, ********************** did not feel comfortable proceeding with the inspection because he knew someone was home but they did not authorize him proceeding with the inspection, so he left the property.

  Attached is a copy of the information that was provided to ************************ as a result of his attempt to inspect the home.

  We apologize for any misunderstanding and inconvenience that this may have caused.

  Regards,

• Initial Complaint

  Date:06/30/2022

  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.

  According to the report they sent my insurance company, they said "risk appears to be vacant no contents visible through windows. As a result my homeowners insurance policy is being canceled. My blinds and curtains were closed. The only window that a person could see through would be on my back porch. If they did look through that window, they'd see a dining room table, chairs, two book cases and a sofa. One of the pictures even has a sign from my front door asking that packages be delivered on the back porch. Why would someone want packages delivered to the back porch of an empty house?******* ********** made this report allegedly on June 9th 2022. No attempt was made to contact me to schedule and appointment for this. I never gave permission for anyone to come on to my property and certainly didn't give Mr. ********** permission to look in my windows.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Dear Mr. *******, We are in receipt of your complaint regarding the inspection of your property located at *** ********* St. ******* ** XXXXX which was completed at the request of your insurance carrier, Liberty Mutual Insurance. As you may already be aware, Reliable Reports, Inc. was contracted by Liberty Mutual Insurance to complete an exterior inspection of your property for underwriting purposes. This practice is common among most insurance carriers to evaluate risk, condition and rating factors of the property that affect policy premiums and eligibility. While we do not have access to the specific language of your insurance contract with Liberty Mutual, there is likely verbiage in your contract that has given consent to allow a physical inspection of the property by your insurance provider to be made at their discretion. This may be something you will want to review in your contract to determine if you have authorized a property inspection as well as other informational reports to be obtained on you and your property as part of the insurance agreement. As you have indicated in the complaint, our exterior report of your home indicated that the home appeared vacant based on what could be seen or not seen while our inspector was on site. Unfortunately, I am unable to determine why the home may have appeared to be vacant by our inspector, as this is a judgement call that was made at the time, however, we do understand that this may be in error based on your inquiry, and for that we do apologize! It is also not protocol to intentionally peer into windows of a home while doing an exterior inspection so I can only make the assumption that the inspector saw through the window from a passing glance and did not see any of the furnishings that you have in your home. Normally in circumstances such as these, the insurance carrier will reach out to us and request additional information and/or a reinspection of the property to confirm the disputed information if they wish to reconsider their decision. As far as I can determine at this time, we have not heard from Liberty Mutual Insurance on our inspection of your property. However, if they are in need of this information, we are more than willing to assist in providing them with updated information that may help rectify the action that they have taken on your policy, and only ask that this request come directly from them. If you are in discussions with Liberty Mutual at this time or if you would like to initiate this process with them to have them to reconsider their decision to discontinue the coverage on your policy, please have them contact our customer service department @ X-XXX-XXX-XXXX and we will cooperate fully to assist in this process. Again, I would like to apologize for any misinformation provided by our representative and the inconvenience caused by his determination of the occupancy of your home. Regards, *** ****** V.P. of Client Services Reliable Reports, Inc. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It would be impossible to see from a passing glance. Therefore one of two things is true. He's fabricating parts of the report, or he did look in my house without my consent! No attempt was made to call and schedule an appointment, which I gladly would have done.If the representative looked in the window as alleged, there are only two places he would have been able to do so. The kitchen door and back window. If he actually looked through the back window he would see a full dining room set with book cases, couches, a table with a lamp and bills on the table! If he looked through the kitchen door, he'd have seen a newly remodeled kitchen, a rug in the living room, table next to the front door with Mayan statues. In addition, there are two air conditioners on the second floor. If he was there for even 10 minutes he would have heard them turn on. Who air conditions a vacant home? There were tools on the back porch table. There's even a sign on the front door asking deliveries be put on the back porch! His findings are incorrect and a retraction and reinspecption with me present is neccessary. Business Response /* (4000, 9, 2022/07/11) */ Dear Mr. *******, I do understand your frustration regarding the findings in our inspection report and do hope that we have the opportunity to correct any information that may not be accurate in our report. However, as I have indicated in my previous response, because this report was completed at the request of Liberty Mutual Insurance Company, we can only be initiate a reinspection of your property and/or a correction to the report at the request of Liberty Mutual. We are more than willing to cooperate with the measures needed to rectify any misinformation in our original report, but this can only be done at the direction of Liberty Mutual Insurance. If you have not yet contacted them to see if they are agreeable to reconsidering the action taken on your policy as a result of our inspection report, I encourage you to do so immediately so we may expedite this process. Regards, *** ****** Reliable Reports, Inc. Consumer Response /* (4200, 11, 2022/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You still have not addressed the fact that your employee provided no evidence that my house is vacant, which it isn't. Since the curtains and blind were closed out front, the only way to see inside would be through the back porch window or kitchen window. If your employee actually looked through those windows, it would abundantly clear that someone lives there. While an external inspection of my property was approved, internal was not. Therefore, your employee has either fabricated their findings, or looked into my windows without my permission.