Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BPG Inspection performed a Home Inspection on 12/26/2024. They followed up with the report document on 12/27/2024 (attached). The report contained 6 errors. Per ***'s instructions, a complaint was filed with *** on 1/3/2025 with the evidentiary document pointing out the 6 errors (attached). Many emails and phone calls to *** to resolve these issues resulted in no return correspondence as they promised.I would like *** to issue a document that rescind their report based on the blatant errors in their report. Otherwise, this bogus reports could adversely affect the value of the home.

  

  Business response

  01/28/2025

  We certainly hate to hear of this clients concerns. As he indicates, he contacted our company and requested an independent home inspection of the property in *******. The home inspector he chose has credentials from both **** (The ***********************************) and CREIA (The *********************************************) and has been with *** for many years and performed over ***** inspections with BPG. 

  We spoke with Mr. *** back on 12/27 and unfortunately his version of events is quite different from the written documentation that was in his inspection report. The report he received remains the professional opinion of the independent inspector that he hired and we cannot edit our report based on feedback from the client as that would be unethical and improper. Irregardless of our agreement or disagreement with Mr. **** we reduce his fee in light of his frustrations and we understand that he's also sought a 2nd opinion so he can find a home inspection report more to his liking. 

  Customer response

  01/29/2025

   
  Complaint: 22863565
  

  It's unfortunate that BPG will not admit to their mistakes in their inspection reports.  The 5 issues I documented and submitted to both BPG and BBB are indisputable.

  1. Tempered Glass

  BPG Falsely reported: "46. Some of the windows in the house were less than 18" above the floor and were not "tempered", or safety glass.  Because of the age of the house this is not uncommon, however safety glass is now required in these  locations, and we recommend upgrading for maximum safety..  This is simply false. The document I submitted includes the receipt of the windows stating that they are indeed tempered.  In addition, I also provided photos of "tempered" markings in the windows themselves.

   

  2. Dishwasher Airgap

  BPG falsely reported that: "49. The dishwasher drain line lacks an air-gap, which is required by present standards to help prevent discharged water from flowing back into the dishwasher should there be a blockage in the drain line. We recommend an approved dishwasher discharge air-gap device be installed..  As my document shows, my dishwasher has a "High Loop" Dishwasher drain.  High Loop drain is legal method of discharging flow back from a blocked drain line in the state of California.

   

  3. No Washer Pan

  BPG falsely reported: 53. NOTE: There was no drain pan installed under the washer. As a preventive measure, we recommend that an overflow pan be installed, and ideally routed to the exterior to prevent water damage in the event of a leak or overflow..  As my document shows with photos, my home has a built-in drain pan with a drain below the washer.  

   

  4. Cable Railings

  BPG falsely reported that: We observed horizontal railings at the interior stairwell. This could allow children to pass through, and encourages climbing. If this is a concern, then a general contractor should be contacted for modification or upgrade recommendations...  While this maybe personal opinion of BPG, cable railings are legal per city of ******* and the state of ***********  My document provides the city of *******'s ***************** code regarding cable railings.

   

  5. Loose Toilet

  BPG falsely reported that: The lower hall half bathroom toilet was loose at the floor. While no damage was evident, this can be conducive to water leakage and/or damage. We recommend that the toilet be tightened, or removed and reset upon a new wax ring if necessary. Any damaged flooring, subflooring and/or floor framing discovered in the course of this work should be repaired by a licensed contractor..  My two real estate agents are witnesses that the toilet was not loose.  In addition, as the homeowner who uses this toilet, I can testify that this toilet is not, and ever was loose.

   

  For these indisputable reasons, the only acceptable resolution to this case will be a document from *** admitting their mistakes and rescind their report.  I have contacted my credit card company to refund the $200 that BPG charged me.  If I am not refunded by my credit card company, I will also expect be refunded the fees.

  
  
  

  
  Sincerely,
  
  **** ***

  

  Business response

  01/30/2025

  In light of Mr. ***** challenge of his credit card charge, we will address this matter first with them and then proceed accordingly. The inspection report remains at all times the professional opinion of the home inspector from his visit that day. 

  Customer response

  01/30/2025

   
  Complaint: 22863565
  
  BPG claims that their report is "the professional opinion of the home inspector from his visit that day" is not a legitimate statement.  The 5 issues I have reported are not matter of fact, not an"opinion". 

  -BPG claiming that my windows not being tempered is proven wrong by the evidence provided.  This is fact, not an opinion. 

  -BPG claiming that my dishwasher is not in compliance with present standards is wrong.  My dishwasher has "high loop" drain by the California building codes.  This fact, not opinion.

  -BPG claiming that I don't have washer pan for the washing machine is wrong.  My document shows the washer pan with a drain.  This is fact, not an opinion.

  -BPG claiming that Cable Railing is dangerous is wrong.  I have provided evidentiary document that cable railings are in compliance with the building codes with the city of ********  This is fact not an opinion.

  -BPG claiming that my toilet is loose is wrong.  I have two witnesses that can state as fact the toilet was not loose.  Again, this is fact, not an opinion.

   

  Unless BPG can provide evidence to refute the 5 issues I have raised, this complaint cannot be deemed resolved.

   

  
  Sincerely,
  
  **** ***

  

  Business response

  02/05/2025

  The independent home inspectors findings remain the findings from the visual inspection that day. The inspection was completed in accordance with the relevant standards of practice for home inspectors and is not subject to the improper allegations made by the homeowner. We appreciate that the homeowner has the right to have their own opinions however they are not correct as they relate to the inspection. Considering the client has gone back and challenged the credit card charge, alleging the inspection didn't take place, we cannot comment further here due to the separate escalation. 

  Customer response

  02/06/2025

   
  Complaint: 22863565
  
  It's unfortunate that BPG adds on with mis-information.  In their last response, BPG states "Considering the client has gone back and challenged the credit card charge, alleging the inspection didn't take place, we cannot comment further here due to the separate escalation.".  My case with my credit card company never stated that the inspection never took place.  Instead, it states that *** reported falsehood regarding my home in their home inspection report.

  Again, the 5 issues that I report in my document, are not subjected to opinion.  The evidences that I provided are facts and are indisputable.  What BPG may consider as "their opinion" are all proven to be false by the California Building Codes and documentary evidences.

   

  In addition, search in social media would also indicate that I am not the only one dis-satisfied with BPG's home inspections: 

  ********************************************************************************************************************************************************************************************

  Of the 11 reviews, 7 reviews are complaints of BPG's services and give the worst possible 1-star rating.

  Furthermore, one of the 1-star reviews is of **** *****, the same BPG inspector that inspected and wrote the report of my home.  The review states: "Our realtor team recommended **** ***** to perform the inspection on our home that we put up for sale. We were extremely dissatisfied with his work. When compared to other inspectors who performed the same work on the same property, we found ****'s report to be overly lengthy and extremely alarmist in language. Among other issues, at times he even criticized the style of certain elements of the home (vs. just calling out safety issues) which we felt was completely out of scope for an inspector to do........".  It seems this BPG customer had very similar issues that I had with BPG.

  
  Sincerely,
  
  **** ***

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A home inspection was scheduled with BPG inspections for 11/14/2024 after receiving a quote from them promising to deliver an inspection report within 24 hours and a service guarantee which states "if we haven't met your expectations, we'll refund your fee. It's that simple." Unfortunately, the 24 hour timeframe guarantee was not met and I therefore requested a refund due to my expectation of the guaranteed timeframe not being met. BPG inspections took several weeks to review my claim, and after following up with them numerous times, they denied my claim for a refund. I attempted to dispute the charge with my credit card company, but they said that they cannot handle cases in which guarantees are not upheld. I am requesting a refund for $830.00 per BPG's satisfaction guarantee.

  

  Business response

  01/28/2025

  While we hate to hear of the clients concerns, their fundamental facts are wrong. This inspection was booked on 11/9 and scheduled for 11/14 with an inspector who was the acting president of the ***********************************. He completed the inspection as scheduled and compiled the report and released his findings to the client and agent as agreed the next day. 

  11 days later, the client contacted our office with thier concerns. What the client failed to mention was that they had opted to not buy the property and their complaint against the inspection was solely a complaint about recouping their expenses on a property they didn't buy. They mis-quoted a 24hr time guarantee as their inspection agreement says that the inspector may revise the report for 24 hours after the report is released. While we certainly try to deliver reports the same day in many cases, there are any number of times where a complex or large property is going to take longer. Our focus is always on ensuring that the complete and accurate report is delivered in a prompt and reasonable manner. If the client was facing a timing crunch, there was no reason they had to wait beteween the 9th and the 14th as **** had an open slot on the 13th and other members of our team could have inspected on any of the prior days.

  We made multiple attempts to contact the buyer between the 25th and 10th of December despite the thanksgiving holiday. Our claims manager did speak **** Mr. ***** on the 10th and conveyed the same message. This matter remains closed. 

  Customer response

  01/28/2025

   
  Complaint: 22845557
  
  I am rejecting this response because it is incorrect that the report was delivered to me on 11/15/24. Per the attached email (pdf version) the report was first delivered to me at 9:03am on 11/16/24 (as seen on the attached pdf). I do agree (as *** previously stated) that the inspection was performed on 11/14/24 (from 9am-12pm). This report delivery timeframe exceeds the 24-hour timeframe outlined in the attached quote. I did not accept all of the services listed in the attached quote, so the scope was reduced, and I did move the timeframe up a day as well compared to the quote, as this was all that worked with my schedule and would have been sufficient if the report was delivered in the promised and expected timeframe per the attached quote. This was a small condo inspection with limited scope, and no notification of an extended timeframe to deliver the initial report was indicated.

  This is a simple matter of BPG promising a 24-hour report delivery per the attached quote (sent on 11/7/24 at 4:29pm as seen on attached) AND promising "if we haven't met your expectations, we'll refund your fee. It's that simple." I believe I am justified in saying my expectations for report delivery timeframe were not met and therefore expect *** to uphold their promise to refund my fee as they promised they would do in such an event.

  Based on BPG's initial response, it appears they did not have the correct information regarding the timeframe of report delivery. In light of the information provided and attached proving the report was not provided within 24-hours as promised, I request BPG refund my inspection fee of $830.00.

  Sincerely,
  
  ****** *****

  

  Business response

  01/30/2025

  Mr. ******* request for reimbursement remains declined based on the previous information. To clarify any timing question:

  11/9/24 - 10:51AM - Email confirmation sent to Mr. ***** at his "**************" email address confirming the day & time & price of the inspection.

  11/9/24 - 11:10AM - Email confirmation sent to Mr. ***** at his "**************" email address confirming the day & time & price of the inspection. This 2nd confirmation noted his pay method on file.

  11/13/24 - 8:09AM - Email confirmation sent to Mr. ***** at his "**************" email address confirming the day & time & price of the inspection. This is a reminder for the inspection the next day.

  11/14/24 - 9:00AM - Inspection took place as scheduled. Mr. ***** was in attendance.

  11/15/24 - 3:34pm - Inspector sent link with the completed Home Inspection Report, Sewer Camera Inspection Report, Thermal Imaging Report, Transaction Statement & Inspection Agreement to the buyer & buyers agent.

  11/16/24 - 10:01am - ********** sent Mr. ***** another email at his request with just the Property Inspection report & Sewer Lateral Report. 

  Certainly we want to be responsive to all of our clients needs, and at the same time we are obligated to prepare the reports properly, thoroughly and completely. Had there been any issues with report delivery timing those would have been discussed at the time of the inspection when the client was present. 

   

  Customer response

  01/30/2025

   
  Complaint: 22845557
  
  I am rejecting this response because it appears BPG sent my inspection report to the wrong email address at the times listed in the previous response. *** did have my correct email on file because the initial quote was sent to my correct email (per attached email quote). Evidently, *** mixed up my correct email at some point in time and this appears it may be the source of the timing issue. I hope *** can understand my frustration with this issue and accept my request for a refund as *** did not deliver the report to the correct email address on file in the timeframe promised.

  I am still requesting a full refund because a satisfaction guarantee was promised, and I believe businesses should follow through on promises they make to their customers. However, I would be willing to consider a partial refund at this point in time in order to consider the matter resolved.

  Sincerely,
  
  ****** *****

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 5th 2024 I contracted with ********** to have an inspector come out to a property I was in the process of purchasing to do a home inspection. The inspection was very quick, being the first time home buyer had no experience with Home Inspections so I did not question the findings of the inspector. After doing some repairs on the house that I was aware of before the purchase, we moved in on the 1st of July and immediately our septic system backed up. I had a plumber out to clear the clog and he discovered roots in the septic system. I paid extra for a septic inspection and at minimum I would have expected this to be addressed. In hindsight the inspection consisted of the inspector flushing the toilet saying there were no leaks, which I don't understand how he would determine that since the pipe is buried about 2 ft Underground, and then shining a light down into the septic tank to say it looked "clean". When I informed my real estate agent of this situation he attempted to contact Seven Oaks. He was told by the inspector that I would have had to pay extra for a line inspection, which no one mentioned to me, and stood by his inspection. My agent attempted to contact the company officially by certified mail and the letter was returned as undeliverable, clearly it was just ignored. He discovered that BPG inspections had contracted with ********** to get the inspection done. With hindsight I have found at least two other issues that should have been discovered by the inspector with the plumbing, and HVAC system. The inspection was substandard and attempts to contact and be contacted by *** have been fruitless, and I believe the delay is intentional so as to guarantee the passage of time.

  

  Business response

  09/10/2024

  We are certainly sorry to hear of this clients concerns and are happy to address the questions he has raised. To begin, the ***** team joined the *** team many years ago now and the two companies are effectively one-in-the-same. The inspectors continue to use the "7 Oaks" name because it has a great reputation in the local real estate community though all of the 7 Oaks inspectors are *** employees. **** was with the 7 Oaks team prior to the merger and is the senior inspector in the group. We certainly hate to hear of any clients finding problems like this and we wish they would have mailed their concerns to the address listed on the inspection agreement for complaints. We did speak with the clients Realtor whent they called our office a few weeks now so we are somewhat familiar with the concerns raised by the client.

  As Mr. ******* notes in his complaint, there is an important issue here about timing. As it relates to Mr. ********* concern, the important date here is August 19th as that was the day we were 1st notified of his concerns. More importantly however is the gap in time from the date of the inspection on May 10th to the move-in date on July 4th weekend. This property was already vacant when we performed the home inspection and we have no way to know how long it sat vacant prior to our arrival. ****** reports indicated that the timing was more than 60 days prior to our arrival. Unfortunately, it's a reasonable occurance that after a property sits vacant for extended periods of time that when the home is put back into regular use that there can be issues in the plumbing lines. Lines can dry out due to lack of usage and allow for deterioration. Waste left in the lines can also solidify and add to blockage issues.

  However the conditions that the buyer found in early July is not the issue, but rather the question is what the inspector should have done in early May. The report shows that **** was actively inspecting the plumbing during the regular home inspection and he had mulitple concerns with the fixtures and faucets in the home that required further evaluation and repairs by a licensed plumber. The septic (onsite wastewater treatement system) form that the client provided was written on the state issued and mandated form. That form documents ****** inspection of the septic system on May 10th in accordance with his licensure to do so. That report is not an invasive inspection and we cannot see the interior of plumbing lines during a septic inspection. ****** findings at the conclusion of the report were, "Tank was partly under deck and home. Not able to determine size. Tank was missing inlet and outlet inspection ports. The tank does not meet current state code requirements.Recommend a licensed septic installer evaluate and replace tank with at least 1000 gallon tank with inlet and outlet inspection port at least 15 foot away from home."

  BPG offers a 90-day guarantee as a courtesy on all of our property inspections. There is no coverage under that guarantee for Mr. ******* as the guarantee does not cover plumbing on vacant homes nor does it cover components that are reported as deficient and in need of further review and/or repairs. We would encourage the buyer to review the activities that took place between the time of the inspection on May 10th and the time of closing to determine what actions were taken to address the defects known to be in the home and in the septic system. *** did offer to coordinate a sewer camera inspection for Mr. ******* back in May, but that service was declined by the client & agent. We would encourage the client to review their files to determine if a sewer camera inspection was purchased outside of BPG's services back in May as that would have been the only way to identify tree roots in the sewer lines prior to closing. 

   

  Customer response

  09/10/2024

   
  Complaint: 22259907
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  

  Business response

  09/10/2024

  We understand the client is rejecting our response but he did not identify any issues that we can further respond to. We remain available to help answer any questions that he has. 

  Customer response

  09/10/2024

   
  Complaint: 22259907
  
  I am rejecting this response because:

  I strongly disagree. The situation which was discovered in early July is directly connected to the fact that the initial inspection was substandard. I was not offered the option of a line inspection. Also, the company states that I was informed that at some point the tank might need to be moved and made larger, however the day of the inspection, **** only raise the concern that if I decided to sell the property that the current septic setup would not pass code and would have to be addressed and then only, as he said, if the other person was obtaining a mortgage as, in his words, ************* where the home is located, doesn't care as long as you're not dumping waste where it shouldn't be.  According to the report, he determined that the drain field was free of weeds and there were other issues regarding the drain field that he found no problem with. The problem is, he never found the drain field. After walking around the property for a little bit he could not locate the drain field and told me that at some point I would probably come across it. The report also States that the waste was not affecting neighboring properties. However, when I finally did find the outlet to the septic it appears that it is in a place that could drain onto the neighboring property which is something else I will have to address. This doesn't even begin to address the fact that there is a pipe underneath the home that was cut off and the kitchen sink drains underneath the home in the crawl space. Although **** did point out some issues inside the home with the plumbing all of these things were easily fixed by myself and not a matter of concern at the time. And I also would argue that there is also an inspection port and a clean out on the system as the plumber who came to clear the clog out on the 1st of July, used the clean out to access the line. **** use the inspection port to shine the flashlight down into the tank to tell me that everything looked okie dokie. Again, the time between the time that the inspection performed, and the time that we found the issue existed, is irrelevant as the home was not occupied full time. I was spending the weekends at the home doing repairs and was likely not producing enough waste to cause any issues. As far as the system setting idle and waste drying out and hardening in the lines, does not explain the presence of roots in the line. This would indicate a break in the line which would have been discovered by a full inspection which is what I thought I was getting. At no time was I told that I had to pay extra for additional procedures.
  
  Sincerely,
  
  **** *******

  

  Business response

  10/18/2024

  Again, we hate to hear of the ongoing frustrations experienced by this customer and we do respect the fact that we're not likely to end up on the same page here.

  With regards to the new comments added by the client, yes, they were presented with the option of a sewer camera inspection at the time of the booking. The client doesn't recall this conversation because the order was booked by his Realtor on his behalf. He'd need to speak with Mr. ***** to determine why that was declined on the initial booking and why it wasn't further discussed between them. Moreover, *** also reminds every client of not just the services they ordered, but also the services they declined on every order confirmation that we send. The client received 2 order confirmations (one on the 8th of May, one on the 9th) and both of them showed the client that he ordered a Well & Septic inspection ($245) but we also asked if they he wanted to add a Radon test ($191) or a Sewer Camera inspection ($245) prior to the inspection taking place on the 10th. It's awful for a client to find roots in their sewer line, but the only way this could have been found on May 10th would have been for us to coordinate to have a sewer camera inspection take place at that time. 

  With regards to the new comments about what was said at the inspection, we obviously cannot go back and replay any conversation like that. Whenever we review any complaint however, we have to rely on what the inspector wrote, not what the client recalls hearing. The fact that ****** report explicitly reported the system as "unacceptable" and called for further review and action tells us that it's exceedingly unlikely that he gave the client a verbal "green light" on the system. Rather it is more likely that the key findings in the report were not properly acted upon between the inspection and closing and that again is a conversation between the client and the Realtor... not the inspector who wrote up the defect.

   

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the process of purchasing the home, I requested an inspection and nothing came back that this property was infested with termites. Soon as I closed on the home I moved in a few later and that's when the termites were discovered all over. I contacted a pest control company (Orkin) and he stated that there was no way that the inspector missed this. It was totally infested and caused me to have to immediately vacate the home. I was unable to take a shower due to the plumbing being backed up and the stack had to be completely replaced. The inspection report stated that I would only have to ******************. I have plenty of photos and videos. The plumber mentioned that had I hooked up a washer it would have completely flooded the basement. This has caused major mental distressed and I moved out after seeking a visit to a licensed therapist.

  

  Business response

  11/06/2023

  While we hate to hear of the distress of any client, we must respectfully decline to participate in this matter. 

  A review of our files show that this home & WDO inspection took place on a vacant home in September of '22. ****** shows that the home was sold in December of '22. The buyer's agent contacted our office in April of '23 with WDO concerns. Considering it was 7 months after the inspection, we offered to go back to the property, but the client would need to schedule a re-inspection with our office. WDO inspection reports are only good for the day of the inspection and are not a warranty of any condition. The fact that there were no signs of WDO in September has no bearing on whether or not there will be termites during the spring swarming season. The clients other concerns about a plumbing back-up in a vacant home are not surprising if the home didn't get used for many, many months. At the time of the inspection last september the shower, sinks & tubs were tested and defects were noted including an action item regarding the main drain line. A further key finding was noted regarding the washer drain at that time as well. 

  In our research to respond to this complaint we learned that the client has now listed the home again and actually has a buyer under contract according to ******. This complaint appears to be an effort to scam BPG out of money and we must respectfully decline to participate. 

  We encourage the buyer to review the activiites taken in Sepetmber of '22 to address the known plumbing defects and to determine what termite warranty was put in place on the property prior to December of '22. 

  Customer response

  11/07/2023

  My House was infected with termites

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An inspector from this business inspected a property I was under contract with. They failed to find a leak in one of the **** units which was discovered shortly after closing by 2 separate **** technicians I independent hired. The first technician reported very low refrigerant, and the second one I hired found the leak. I am now left with a dysfunctional **** unit that wasn't properly evaluated by this inspection company. It will have to be replaced and I am left with a big replacement cost.

  

  Business response

  08/03/2023

  While we're certainly sorry to hear about this clients concerns, he is unfortunately mistaken in his conclusions. The freon leak detection done by his **** company is far outside the scope of a home inspection. His inspection report shows that the systems were ******** inspected both in the attic and outside. The **** is tested using the normal operating controls (thermostat) and the inspector measures the temperature differentials at the supply & return vents to determine performance on the day of the inspection. Photographs show that this was completed properly and no adverse conditions existed that day regarding performance. The inspector did have an "action" item in the report regarding damage to the freon refrigerant line. He also advised that the compressors were at the end of their life expectancy and to budget for replacement or to have a warranty plan in place. He instructed the client to have the unit serviced, cleaned and in a warrantable condition prior to closing. Sadly, it appears that the client has only followed these instructions after now owning the home.

  We would suggest that the client reach out to the sellers to determine the history of **** service and maintenance. To have lost significant freon on two months would indicate that the seller may have had the unit serviced just prior to our inspection. We would never know if the unit had just been serviced, but that would have been part of their required disclosures. We also suggest the client review his paperwork from closing to confirm whether or not a home warranty program was set-up as advised or what other plans were made to address the replacement of the older **** equipment.

  Customer response

  08/07/2023

   
  Complaint: 20413928
  
  I am rejecting this response because:

  I have been told by several technicians/sales persons from different companies that theres a very old refrigerant leak in the electrical coil that should have been caught.
  

  There's a pan that's very rusted/dirty that's been catching the leaking that they should have seen. The condition of this pan should have clued the inspector into realizing theres a very old leak. It apparently doesnt require in-depth knowledge or sophisticated equipment to realize theres a leak. I, myself, was easily able to see this issue when I looked at the unit. 
  

  The entire system needs to be replaced. 

  Sincerely,
  
  *****************

  

  Business response

  08/07/2023

  While we continue to disagree with the details of the clients complaint as he continues to identify condtions that are outside the scope of the home inspection, the conclusion remains consistent with the information provided to him in the inspection report.

  The inspector specifcally included an "action" item in the "key findings" report alerting the client to the following: SERVICE / REPAIR: A/C compressors have an average life expectancy of 12 -15 years. The compressors are 12 years old. Advise to budget for future replacement or recommend that warranty program be set up. Recommend that the unit be serviced, cleaned and returned to a warrantable condition or replaced if necessary prior to closing.

  So we're not at all surprised that the **** technican is recommending replacement of the system today as this was known to be at the end of its life at the time of the inspection. The report is also very clear that the unit was functioning properly on the day of the inspection based on the temperature differential so the home inspector has no way to know at what point exactly the unit will fail in the future, but he was clear to alert the client to the expected need to replace the system soon. 

  Again, there is a clear need to review what was done to address the action item in the report. What technician serviced the unit prior to closing and what budget / plan was put in place to deal with the imminent replacement of the unit? These are questions that the client needs to review based on thier post-inspection activities and not anything the home inspection company who alerted him to this "action" item can assist with. 

  Customer response

  08/08/2023

   
  Complaint: 20413928
  
  I am rejecting this response because:

  This inspection company continues to dodge blame for a poor quality and incomplete inspection. A simple glance at the air handler by the inspector would have revealed significant rusting in the pan, which implies a slow leak from the unit (multiple HVAC salesmen/techs have told me this). Further, the unit is not outputting properly cooled air. You don't need sophisticated equipment to make these assessments. These overlooked items are ones for which even an entry-level inspector should take responsibility. Anything less, and this company is trying to fool you. 

  The entire unit needs replacement. 

  
  Sincerely,
  
  *****************

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The home inspector negligently omitted that the house had loads and loads of non concealed asbestos and asbestos tape in the **** and ducts which were easily visible form the attic entrance and on then ****. I would not have bought the house had this been on the inspection report and I actually overpaid for it. I now got exposed to the asbestos and it may potentially kill me.

  

  Business response

  07/17/2023

  This individual is not a customer of **********************. She never ordered a home inspection much less paid for one. Her complaint should be removed from our records. 

  Regardless of the fact that she's trying to rely on someone else's report, the simple fact is that environmental testing, and the identification of environmental issues in a home (mold, asbestos, lead paint, etc.) are outside the scope of every ******** of ******** for home inspectors. This is never part of a home inspection. Moreover, the report that she read told the actual client that the home was of an age where asbestos concerns could be present and to have it further investigated if they had concerns about this. The home inspector even specifically noted a Transite flue pipe that would need to be looked at by an environmental specialist. Anyone reading this inspection report would have been fully aware of the limitations of the inspection in this regard and the need for further environmental investigations.

  We advised this individual to review the home inspection report that she ordered before she purchased this $1.8M house. 

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30th I called bpg and made an appointment for a home inspection for a property we are purchasing in **. This appointment was scheduled with inspector ************************* on 7/7 at 9am. They trouble confirming the appointment with the seller because of her iPhone blocking the number as spam. They called me about this on Monday July 3rd around noon. I conference the seller into the call for confirmation and she confirmed the appointment. At 7:30pm I got an email that I had to examine in detail to determine that the appointment had been moved to 7/5 at 9am and the inspector had been changed to KB ******. I called and was told that the seller called in and changed the appointment as she had an emergency on Friday. The next day on July 4th I called the seller and was told BPG called her to reschedule as ***** was not available on 7/7. I asked the seller why they didn't call me and she said she asked and was told that it didn't matter if I knew when the appointment was. The person who called the seller I later found out was *****'s wife another employee of BPG. So I asked to speak to management. A little later I got a call from *****'s wife who chewed me out and handed the phone to ***** who said only "we cannot accommodate you" 2 times and hung up on me. I called the main number back and tried to schedule another appointment but that appointment was also canceled with the same message we cannot accommodate you.What are we to do now we will be in breach of contract without this

  

  Business response

  07/12/2023

  We are certainly sorry to hear of the customers concerns regarding the scheduling process and we are certainly reviewing those notes internaly. We are happy to see that the inspection took place on Monday the 10th with *********************, who has been a part of the *** team for over 20 years. **** was not aware of the prior scheduling issues and he reported that the inspection took place normally and that he was returning to the home today to retrieve the radon test. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/26/2022 bpg inspections came out to do a home inspection on my home in which i purchased and moved in on 1/26/2023. In my inspection i was told that my roof was in good shape and that a total of 3 to 4 hundred dollars may be needed to put a few shingles back down on my roof. Well not to be in the house for less then 90 days i have a leak a and two more inspections saying that i have a roof that was put on incorrectly and have problems now with my roof and chimney. After having theses problems pointed out to me in 2 other inspections and paying 525 dollars for this service bpg has only said sorry but its nothing they can do. They website says they stand by their service and for ******************************************************** and my family down. A purchase for 332 thousand dollars could of been avoided with the proper professional service that was failed. Now within 90 days more then 15k spent on this house and two other professionals saying that the inspection was not properly done

  

  Business response

  05/08/2023

  Yes, we have spoken with this client about the home inspection on his home from 4 1/2 months ago. That inspection occurred on a clear, dry day and the action item in the key findings report advised the client that there were observable issues with the shingles and that the inspector recommended further evaluation and that the minor shingle repairs be addressed. Further, the photographs from the report show that the inspector walked on teh roof during the inspection and advised that hte shingles appeared to be about 7-8 years old and that those shingles have an expected design life of 25 years. The attic space showed no signs of water intrusion that day, though there was unprofessional patching at the ceiling of the living room and we advised the client to reveiw the seller's disclosure for what happened there. 

  Respectfully, a home inspection is only a report of conditions found on the day of our inspection. We don't know what happened previously at the home and we obviously cannot predict the future. The client has homeowners insurance to protect against this exact type of unforseen water intrusion event and the fact that his carrier doesn't want to pay for the repair is a discussion between the homeowner and the carrier. Despite the fact that this isn't something a home inspector can predict, we did offer to return the client their inspection fee though they refused our offer. 

  Customer response

  05/08/2023

   
  Complaint: 20025118
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  05/08/2023

  We are sorry to hear that the client rejected our response and yet he did not provide any additional information. We remain willing to discuss the matter further when the client is ready as we understand that any water intrusion event is a challenging time for a homeowner.

  Customer response

  05/08/2023

   
  Complaint: 20025118
  
  I am rejecting this response because:i am not blaming the inspector for water damage to my house. I am blaming the inspector for incorrectly pointing out obvious defects in the roof besides shingles. Weather the inspector looked at my house 4 months ago or 4 years ago. The argument is that there is obvious defects in the roof that 3 inspectors had caught when walking the roof. All 3 have no idea that we just brought the home or have a complaint about water intrusion. 2 of the 3 inspectors told me that i have water going into the house based off of the shingles being incorrectly installed also showing me with pictures and examples of what it should look like. Again im not asking for bpg to pay for water damage. The customer service representative did not listen at all to my issue. I wanted a reinspection of the roof and it was denied by the representative. The roof inspectors are pointing out obvious things that was told to be caught in the inspection. Also the representative tells me that i have 90 days to put in a issue with bpg from the move in date which was 1/26 and the phone call and inspections on my roof was all done within ********************************* getting multiple inspections before coming to BPG with this issue but now BPG wants to blow me off and twist the words of me asking to pay for a water damage is not the issue. We got the inspection to see what we was buying in a $330,000 house and the inspector did point out good things and gave us good advice the inspector also in three other inspector words drop the ball on his inspection of the roof I wanted a reinspection of the roof and again it was denied. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business BPG Home Inspections did an inspection on a home that I was selling. Their inspector, ***************************** fell through the ceiling causing damages to the ceiling, insulation and sheetrock. The damages were $493.00 and I am still waiting on payment from the company. I spoke with ******************** and sent several emails. I also emailed *************, and spoke with ****** (manager) who said someone will call me back. No call back or check sent to me.

  

  Business response

  03/13/2023

  This complaint came into our office on February 21st of '21. We confirmed the unfortunate accident and agreed to reimburse **********************. We provided her the appropriate contact info and awaited her response. We closed our file on 3/23/21 having heard nothing back. 

  In September of '22, some 18 months later, we received the invoice from **********************. We exchanged emails and agreed to reimburse her the $493. That payment was issues on 9/29/22 on check #**********. 

  In January of '23, ********************* called looking for the payment. We confirmed with her at that time that the payment had been deposited back on 10/13/22. We advised her that the payment had been accepted and our file was closed. 

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From a position of being a fairly recent seller (2020) to a buyer (2022)I have had the experience of the general home inspection from 2 very different perspectives. In this sharing, the home inspection services were contracted through BPG and used the same general contractor and the same sewer inspection service provider. BPG was considered a trusted partnership.First of all, agents use different 3rd and 2nd party service providers to facilitate sales and provide the best possible experience for a fair and ethical transaction. I feel my experience with my trusted agent has only operated at that level. BPG was considered a trusted partnership. The issue is with BPG. The issue is with their 3rd and 2nd party associations contracted out. It is critical in this current market (COVID+) that buyers receive the best possible information when deciding whether to go forward or not with a sale. This market can only be characterized as rapacious with the intent to control a free and fair market........ bidding wars, block busting by real estate brokerage firms, folks not wanting to sell because of lack of inventory... quite simply carpetbagging or the worst case scenario of a shell game.It has been the trend for *********** Agents to provide the recommended services of a home general inspection with the additional for a fee adjustment. At no time in current history has a general inspection been a more necessary requirement than now in the decision making processes as to whether to go forward or not with the sale of a house. The buyer has a very short window of time- 10 days- to decide whether to go forward with the sale. If this information for whatever reasons is deliberately understated or undisclosed by the home inspection service provider this will then bias the decision making processes and will encumber the new homeowner with 10s of thousands of dollars in repairs not anticipated. This is unfair, unreasonable, and should be considered illegal to place a perspective buyer in this position. This is how it played out in my case: As a seller (2020) I was presented a 30 page very detailed report requested by the perspective buyer. Comparatively, as a perspective buyer (2022),with the same general contractor and the same sewer inspection services, it would have been expected that the same attention to detail that was given in ***************************************************************************************************** 2022. However, I was presented an inspection report that was lacking in the same detail and both understated and undisclosed several issues/items. Feb. 1st, 2023 page 2In addition, I was here the day of the inspections and verbally asked the general contractor regarding input on a couple of issues particularly the roof and gutter, he understated and undisclosed more than a few things - the cost of that gutter replacement = $5,000. This figure is not inclusive of other issues.I also had a verbal conversation with the sewer inspection technician which was critical. This technician gave an estimated repair of $3,000. Seems he missed a few things and he was not a licensed plumber. I later found out that this service only provides sewer clean out not repair which was very misleading. Now the cost of this single repair is between $9,000-20,000. Theres a big difference between $3,000 and $20,000.Home owner insurance cannot assist because these inspections take place before closing which places this outside the policy period.There were 2 walk throughs. Given both the written report and verbal input from both the General Contractor and The Sewer Inspection I decided to go ahead with the purchase. In particular, no real issue with the gutter was indicated and maybe only $3,000 on sewer repair. The current tally - $20,000 loss on a home that I would have never purchased if given a detailed and accurate report and verbal input.My primary objective:That BPG honor a good faith resolution and I recoup my monetary losses page 3Buyer be VERY AWARE.In summary:Reiterating: I would have backed out of this purchase if I had been given an accurate detailed report.Red FlagsRed flagsshould go up when being required to sign an electronic contract which tucks inside the document a ***** ACTION WAIVER diluting the collective voice of the public to challenge this behavior.As a sidebar: I did not sign the ***** ACTION WAIVER but was required to make purchase through this e-contract.Look Carefully at the Corporate Structure:Have they adopted the pyramid/top down structure of Corporate America?Have they branched into real estate mergers and acquisitions with the questioning intentional practices of devaluing home property for profit?Are they pushing this marketing behavior across state lines?KEYNOTES: Any organization:That makes themselves: unnameable, unreachable, unaccountable- basically untouchable.In which its leadership/membership cannot be named Has frequent changes in management (avg. 3-4 years)Puts into place at lower rungs enforcers or gate keepers hindering or limiting effective communication or using home workers on unsecured networks, the equivalent of piece work in sweat shops.Using small pica print (eg 3pt) in contractual language regarding the Ifs, Ands, Buts thereby limiting easy reading and facilitating entrapment and obstructing a fair resolution.Hiding behind their 2nd and 3rd party vendors who are also unaccountable - too many cooks in the kitchen

  

  Business response

  02/07/2023

  We're sorry to hear of this individual concerns, but *** is not in any control of the market dynamics of a real estate transaction or the current real estate climate of this country.

  Based on the clients name, it appears they are referencing a home inspection performed about 11 months ago. The sewer camera report was not done by ***, but was performed by ********* and they highlighted numerous areas of cast iron pipe damage both inside and outside of the home. There are no price estimates in the ********* report or the *** report. The client should reveiw the actions taken with their Realtor and the seller to address the sewer issues last March.

  As a 20yr employee and member of the senior management team I have no idea what the client is talking about regarding management turnover and interstate commerce. But this is not actually a complaint against *** but rather it is an issue they have with the 3rd party sewer camera inspector. 

  Customer response

  02/07/2023

   
  Complaint: 19327240
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  

  Business response

  02/08/2023

  We respect this consumer's rights to reject our prior response and we certainly appreciate the time and effort the consumer has put into their response. On the direct matter of the concern about their sewer inspection report, we must again rely on the contents of the report that was provided to the client by the specialist. On the larger questions regarding the state of the industry, we will continue to look for opportunities to improve the quality of life of any potential home buyer.

  Customer response

  02/09/2023

   
  Complaint: 19327240
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

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