I am working on an upcoming condo renovation project and naturally thought to reach out to Sentry for their services. I reached out to Sentry and corresponded with Kristine via email. On the 12th I requested an appointment for the 14th. I received emails requesting that I fill out an agreement for the inspection and a pre-inspection questionnaire. Later that day my team received word that the rowhome is currently not accessible in all areas for the inspection. Given that I never filled out the agreement and pre-inspection information, I sent an email to cancel the appointment before signing their agreement confirming the inspection. Per their email: "It is very important we receive this paperwork back in our office in a timely manner as we are unable complete the inspection without it." In response to my request to cancel Kristine informed me that their may be a cancellation fee but she would talk to Tim Bills about the fee. I responded that I was never told their would be a fee. It was not in any of her emails to me between Oct. 11th and Oct. 13th nor was it in the pre-inspection emails I received from Sentry. Nor was it in the email with the Agreement for the inspection. And in addition I never signed the Inspection Agreement necessary for my inspection to be completed. Therefore, how could one charge me a fee that was never communicated to the customer that I would be responsible for in the event I confirmed the appointment and cancelled. I am all for paying late fees, when properly communicated.
Later that day I received the below response from Tim Bills:
"Many professionals charge a cancellation fee, including but not limited to doctors and home inspectors, for less than 24 hour notice of cancellation. That is our policy. Becasue of your short notice cancellation, we will not be able to assist you in any inspections moving forward."
What he failed to realize is, yes many professionals do charge these fees however professionals also make their customers aware of these fees at the time of booking. They don't come up with fees after the fact. At this rate, they could come up with any type of without advising a potential customer.
I used Sentry for a home inspection on my condo purchase a little over a year ago and one more time after that. And since then I have referred their services to many friends and colleagues as I was initially happy with their services. But not anymore. Terrible customer service. read more