| Since we opened our doors in 1994, we have taken | | | | has not slipped. We firmly believe that this is a shift in |
| a very liberal approach with clients who claim to be | | | | customer expectations and philosophies. |
| unhappy with our service. But over recent years we | | | | We had a choice to make. We could have taken a |
| have seen a steady shift in some of our clients' | | | | very heavy handed approach to our inspections. This |
| expectations. Their demands are higher, which is fine... | | | | would include coming down hard on every potential |
| but the number of clients with unrealistic | | | | problem and writing "cover-your-butt" reports. We |
| expectations has grown from maybe one in five | | | | could never offer "most-likely scenarios", but only |
| hundred, to one in fifty. | | | | "worst possible case" predictions, if we offered any |
| These are the people who renegotiate their house | | | | predictions at all. |
| purchase based on the inspection results - then | | | | During the course of a home inspection, we are |
| anything, and we mean anything, that goes wrong | | | | offering more than just the facts. We are offering a |
| after they move in - is the home inspector's fault! | | | | professional opinion. If we offered just the facts, it |
| They argue that they could have negotiated a lower | | | | would go like this: "The furnace is working today." |
| purchase price if they'd been aware of the problem | | | | (We would have no opinion as to how old it is or |
| (or perceived problem.) | | | | how long it might last, or what your options are |
| "Had you told me, I would have had the seller fix it." | | | | when it comes time to replace it, or what a new one |
| Lists of "problems" include items such as a missing | | | | might cost.) We might conclude "The basement is |
| latch on a screen door, missing caulking around a | | | | dry today." (However we would have no opinion as |
| window, and a broken electrical outlet behind the | | | | to what it will be like in the spring, or what minor |
| china cabinet. These "problems" all cost less than $100 | | | | improvements you should make to avoid a future |
| but the client insists the inspector should have noted | | | | problem.) |
| them. And they would like the home inspector to | | | | Our opinions will sometimes be wrong because we |
| pay! | | | | don't have all the pieces of the puzzle. Often, some |
| Then there are the clients who bought an older | | | | of the pieces are concealed. If we were allowed to |
| home with original, but serviceable windows. They | | | | tear the house apart, we might sometimes come to |
| have called four window contractors and guess | | | | different conclusions. Other times, our opinion might |
| what? All four say they need new windows. How | | | | simply vary from another expert or a contractor. |
| could the home inspector miss this $10,000.00 | | | | Instead of writing heavy-handed or no-opinion |
| "problem?" | | | | reports, we decided to keep our reports as |
| Still others find hidden problems which they readily | | | | even-handed as possible and make sure every client |
| admit the seller effectively concealed, but which the | | | | signs a detailed contract. The contract is intended to |
| home inspector should have nonetheless discovered. | | | | protect us against the unreasonable client. |
| "Why else would they put down new carpet? Didn't | | | | Unrealistic clients don't view a home inspection report |
| the fresh paint make you suspicious? You should | | | | as a professional opinion. They view it as an insurance |
| have predicted they were hiding something!" On one | | | | policy with a zero deductible and no annual renewal |
| occasion a homebuyer asked an inspection firm to | | | | costs! To allow us to continue to provide good |
| pay $22,000 to dig up around his house to | | | | quality, even-handed reports to the forty-nine out of |
| waterproof it and replace the drainage tiles. His | | | | fifty people who deserve them, we have been |
| basement was not wet but he claimed it "felt" damp. | | | | forced to utilize a contract that makes our clients |
| Three waterproofing contractors had all insisted | | | | know, in no uncertain terms, that the inspection is an |
| "excavation is the only way to fix this problem." | | | | opinion and not a warranty or a guarantee. |
| We are convinced that the quality of our inspections | | | | |