Complaints

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My name is ********************** I purchased a condo in September 2022 and hired this company White Glove LLC to do my inspection in August 2022 prior to closing on my property. I did not use my air conditioner when I initially moved in as it was not hot enough outside for it. May/June 2023 is the first year I am using it. Well, it did not function as designed due to the return ductwork MISSING entirely. My HVAC unit was using air underneath the unit as the return instead of pulling air from each room. Unit is located in my bedroom closet. It is an all-in-one heating and air conditioner - MagicPak. Well since it cannot return air from the rooms and rest of my condo back to the unit, it was not working properly so I had a HVAC company come out and install a return system that they ran in my attic - it cost $1,350. I contacted White Glove and ************************* came out June 1, 2023 to take a look at what was going on and he told me in person that they did indeed miss this in the inspection. He claims I did not need the ductwork and that I could have cut holes in my walls and slapped vents over them near the unit and it would have been fine and that I went above and beyond what was needed. Well, **************** I hired told me what they did was the proper way to do it. ************************* is not an HVAC specialist nor is White Glove LLC. ************************* then tells me a few days later they want to give me $500 in exchange for release of claims form I needed to sign in order to get the money. Well, I wanted to be reimbursed the full $1,350 which I told them. *********************** then called me June 10th and told me they are canceling ANY money offer and they are not responsible for anything. I find that really unprofessional that just because I didnt agree to a payment from them that wasnt even close to what I paid now they are not willing to help at all.

  Business response

  06/30/2023

  To the BBB and Mr. ************ is unfortunate that Mr. ***** was not satisfied with the resolution options we provided. I do think that White Glove has made a good faith effort to work with Mr. ***** on a resolution.
  As Mr. ***** has decided to bring this matter to the BBB I would like to refer to the Inspection Agreement. That document clearly states "THIS CONTRACT LIMITS THE ***** LIABILIT Y FOR ANY AND ALL ERRORS AND OMISSIONS OF WGBI TO THE AMOUNT OF CONSIDERATION (INSPECTION AGREEMENT PRICE PAID BY T HE CLIENT TO WGBI)"  White Glove offered Mr. ***** a full return of the inspection fee of $333.00 plus an additional $167.00 in good faith for a total of $500.00.
  Additional the agreement also states "In the event of any discrepancy or claim relating to the inspection or report of findings, the client agrees to notify WGBI within 10 business days from discovery of the discrepancy or claim in writing, by certified mail and to guarantee the inspector and/or inspectors representative right and access to examine, investigate, and photograph the item/issue within a reasonable period of time prior to the Clients performance of any remedial action or repair. This is a condition precedent to any claim by the client. Failure to meet these conditions automatically releases Inspector of any and all liability in connection with said claim. If we are not notified until after a repair or replacement of a defect is performed, we accept no liability for the defect, cost of the repair, consequential personal, personal property or the building conditions, alleged act or omission."  Mr.***** failed to notify White Glove until the issue had already been repaired.This did not allow White Glove to honor the inspection agreement.
  The home inspection and the inspection report are not a warranty or guarantee and is only for that snapshot in time from 8/16/2022.  Nor can White Glove inspect concealed and hidden issues i.e. duct work within the walls. 
  These items are clearly defined and supported within the Home Inspector License ******** ILCS ****.
  Given the clearly outlined requirements of the Inspection Agreement that Mr. ***** signed, White Glove believes that our response has been well within and above our responsibility.  ************ would like to receive a refund of the inspection fee, White Glove will be happy to move forward with a refund release for that fee.  

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

  Operations Manager

  Customer response

  07/01/2023

   
  Complaint: 20170583
  
  I am rejecting this response because:

  I needed my HVAC unit to function properly so I needed it fixed as soon as possible. I couldnt afford to let your inspection company drag feet on the repair getting done. Its summertime and the unit wasnt removing air from my condo only pumping air in. You need a functional ducted return to have an efficient system according to **************** who performed the necessary repairs told me. So I do not believe what I did was wrong by any means. The work was done by the book and by a reputable company so I do not see the issue with that. The issue I do have is the fact my inspection wasnt recorded with a body camera so nothing was documented besides what was in the report. The inspection wasnt done correctly and they did not catch a major flaw with my system. You dont need to be an expert to see there was only a supply trunk connected to the unit. No major disassembly of the component was needed to see this. The unit is located in an uninsulated space in the bedroom closet bordering the exterior wall. You cannot have an open return in this as it will draw outside air into the system and cause drafts if simple holes were cut in the walls surrounding the unit. I had the job done the correct way and was simply trying to get reimbursed for it since it was missed. Im a first time home buyer and unfortunately got taken for a ride by your company because I didnt know any better and expected the inspection be more in depth than what your company did. If I can get reimbursed for the $500 like what was originally offered to me, I can agree to that and we can close this complaint. I can at least compromise on that.

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

  Business response

  07/07/2023

  Mr. *****,

  I will put together an updated release for the amount of $500.00.  The release will be sent via Adobe Sign as I did before to the same email we have on record.  Please complete the document as soon as you can.  When received back we will go ahead and issue a check for the refund.

  Thank you,

  Cole F.

  Operations Manager

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I have signed and attached the form the business sent to me so I am now awaiting the check from them. Once the check is received from them you can mark this case resolved. 

  Sincerely, 
  

   **********************

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