The guy who did my inspection, Tom, I liked him a lot. At first I didn't think he did much, but when he was done he did a walk through with me and explained his findings room by room, flaw by flaw. Things he pointed out I was surprised he caught them, he was so speedy. But sure enough he found everything and anything that could have been wrong so that I could weigh the decision on whether I wanted the place or not.
I liked him so much I requested him a second time to do my house inspection for the next place I found.
Now the down side of the company. I do not like their call center. I'm a busy gal, I work 70 to 90 hours a week, and cell phones are a no no at just about any hospital you work at. I could be written up for being on my phone, but I'm able to check my emails.
I requested multiple times for them to PLEASE email me on the 1st inspection. Which they called multiple times and when I was finally able to call back I told them I requested they please email me in which the first woman responded that there were things they needed to ask me that they couldn't ask me via email because the questions were too complicated. They proceeded to ask the sq ft, which I told her, but was angry that I ALREADY ANSWERED THE QUESTION on their website that says request a quote, fill out this information. Everything I filled out on the website they asked me for on the phone as I walked to my car, I didn't have the information available as in their many voice mail messages they never told me the information they would require from me. I asked them if they could reference my initial submission and she wouldn't. There I was scrambling on my phone, trying to open up the Internet and talk while walking to my car hands full to re answer the questions of information I already provided them. Sq ft, year of home, do i want termite inspection, address, etc.
These supposed questions that they told me were WAY to complicated to be emailed to me so I could respond that way. From that point forward I requested to please email me all follow as I'm very busy. At which I begin getting emails, but I'd send a message, not get response, then I'd sneak away on break to call, to never be able to get in contact with the person who originally helped me.
I spoke to about 2 or 3 different women on the phone and the same 2 or 3 women were emailing me as well. I probably spoke with every female that worked their call center. And when we spoke on the phone, the reason for multiple phone calls was they forgot to ask certain information they needed calls back to do. Emails had typos, they'd call and state one time, write another via email. Completely frustrating to say the very least. It would be comical watching everyone stumble over each other and mess up but I've got things to do, time is money to me.
I was even torn about what rating to give them. I want to give the inspector that helped me 4.5 to 5 stars but I want to give the office staff negative 5 stars. And I don't say it to be mean or because I'm angry, this is something that happened months ago but I have to give my honest opinion that their work flow needs some help.
Suggestions are working with only one rep and not just whomever answers. Specially if someone completely different is emailing and calling, that causes a LOT of confusion for everyone. And don't have people fill out the forms if you're going to ask the exact same questions all over again, how unprofessional to have someone submit information and for the company to not have it on record after wards, that shows customers you lost it, deleted it, or just didn't care.