Disappointing Experience - Incorrect Report and Poor Customer Service…read more
I chose this company because they specialize in RPV inspections, even though I had three other inspection companies I could have used based on previous experience and my sister's recommendations as a real estate agent.
When booking, I spoke with two very nice and helpful representatives. I purchased their most expensive package and added advanced imaging, sewer, pool, and solar panel inspections.
I specifically told the representative that the roof was metal and I was told that it would last 40 years. I asked whether I needed a separate drone inspection since I don't know much about inspection or if the solar inspection was sufficient. I told the rep that I would rather pay and do the drone if she recommend it since I don't want to take a chance but she assured me that the roof inspection was included in the package and a separate drone inspection was unnecessary. She did recommend the air quality but she said, this is something I can add on the day of if the inspector recommends.
The inspection was done on September 25, 2026, and I received the report the next day. I got to the site 5 min before my appt. but the inspector was already on the roof. To my surprise, the report incorrectly identified the metal roof as shingles. I contacted another roofing company, which confirmed it was a metal roof and explained that a drone inspection was necessary because walking on it could cause damage. This was extremely frustrating because I had clearly explained the roof type and specifically asked for guidance before booking.
On top of that, the sewer inspection could not be completed due to excessive roots, and the solar panel inspection I paid extra for was missing from the report. After waiting a week, I still had not received the advanced imaging results.
On October 2, I spoke with Bency about these issues and requested the missing report. I explained that if it could not be provided promptly, I wanted a refund because escrow was approaching its closing date and had already been delayed by the inspection issues.
Unfortunately, Bency was rude, unprofessional, and unhelpful. He directed me to Jason, the inspection manager, so I left messages but never received a response. I also asked about a follow-up sewer inspection after hydro jetting and a drone inspection to address the roof and missing solar inspection, but nothing was resolved. As of October 9, I was still waiting for someone to contact me.
The one positive experience was Nathan from Elite, who called to ask about my experience. He was kind, listened to my concerns, and said he would speak with the appropriate person. However, another week passed without any follow-up.
Overall, I regret choosing this company. The incorrect roof report, missing inspection results, delays, and lack of communication caused unnecessary stress during an already time-sensitive real estate transaction. Mistakes can happen, but I expected the company to take responsibility and resolve them professionally. Instead, I had to repeatedly chase answers, and my interaction with Bency made the situation even worse.
I would not recommend this company based on my experience. I wish I had used my previous inspection company or followed my sister's recommendation. Be sure to confirm exactly what is included in your inspection and make sure all reports are delivered before relying on them for your real estate transaction.