I am writing to formally document our experience with this company regarding the home inspection…read moreand septic inspection services for which we paid approximately $1,200.
We understood and accepted the requirement to pay for both services in advance. We also understood the terms of the service agreement. However, we did not agree to pay the full price for a service that was not performed, particularly when the contract language we reviewed did not state that we would be responsible for the full inspection fee if the septic inspection could not be completed because the tank was full.
On the day of the scheduled inspections, I received a phone call from one of your inspectors. I explained that if any issues arose during the inspection, my husband could be contacted. We had been told that we did not need to be present during the inspections. The home inspection was completed, but the septic inspection was not. We were not informed at that time that the inspector could not complete it because the tank was full and, therefore, received and incomplete inspection with no clarification.
When my husband contacted your office to inquire about the incomplete service and the associated charges, he was told by the individual identifying herself as the office manager then, according to the contract, we were still required to pay the full inspection fee because the tank was full. We reviewed the agreement again and could not find language supporting that claim.
We were then told that we would need to have the tank pumped and pay an additional $350 for the septic inspection to be completed. While we understand that pumping may be necessary before an inspection can proceed, we do not believe it is reasonable to insist on and additional charge on top of the $600.00 charge for an inspection that was never performed without a clear contractual basis for doing so.
Unfortunately, the handling of this matter became increasingly unprofessional. The individual speaking with my husband was rude and ultimately hung up on him. I subsequently called to address the issue myself, as I was also a customer and the person who had paid for the services. My calls were directed to voicemail twice. When I called from an unidentified number moments later, the call was answered. I politely requested to speak with the owner, only to be told that the person answering was the owner. When I attempted to explain that she had just spoken with my husband and that I was calling to address the same unresolved matter, she hung up on me as well.
I then sent a text message as that was an option on their site as a point on contact explaining who I was and asking for clarification regarding the charges, specifically because we had reviewed the agreement and could not find the contractual provision she had referenced. Rather than addressing the question in writing, I received the following response:
"I spoke to your husband at length yesterday. I also spoke to him at length today, I am unsure why my explanations are not enough for you. I told him that I would pass the message along to one of the guys so that he would speak to them for a resolution. I will not be harassed"
To be clear, I had not personally spoken with her before this exchange. As the person who paid for the services, I had every right to inquire about the charges and seek clarification regarding a service that had not been completed. My attempt to resolve this matter was not harassment. It was a reasonable request for an explanation and a resolution. And she lied, because she never told my husband anyone would be contacting him rather made up excuses once we stated that they were not abiding by their own contract.
Most importantly, she subsequently stated:
"Ma'am I am going to refund you in full"
Based on this explicit statement, we reasonably understood that a full refund would be issued. I allowed 24 hours for the refund to be initiated. Several days have now passed, and after contacting our bank and having the matter checked through its back office, we have been informed that there is no record of a refund being processed.
This is unacceptable. We have made repeated attempts to resolve this matter directly and professionally. We have received conflicting explanations about the charges, been treated disrespectfully when seeking clarification, and been promised a full refund that has yet to materialize.
If this matter remains unresolved, we will consider pursuing the appropriate consumer complaint and payment-dispute procedures available to us.
If this matter remains unresolved, we will consider pursuing the appropriate consumer complaint and payment-dispute procedures available to us.
We entered into this agreement in good faith and expected professional service, transparent billing, and respectful communication. Regardless of the circumstances that prevented the septic inspection from being completed, we believe this matter should have been handled professionally and a refund.
