This customer's expectations seem to fall outside the scope of this industry's professional responsibilitiesThe customer disagreed with our professional opinions published in our original reportWe listened and agreed to modify the tenor of the report as much as we reasonably could without
breaching our credibilityWe spent a good deal of time looking as closely as we could at various issues published in the home inspection reportWe thought that this customer's needs had been metHowever, now that the customer is asking for a refund, we should point out that our 200% satisfaction guarantee is advertised (both on the Internet and within every home inspection report) as a way to refund a customer's inspection fees and even pay for another inspector if the customer feels they cannot use their report confidently to make purchase decisionsThe words in those published instances of our 200% Satisfaction Guarantee state that we will honor that request for up to hours after the customer has received the report, because time is always of the essence in real estate transactionsIt shouldn't take any longer than that for a customer to realize whether he or she feels confident with the information in the reportIn this instance, because of the customer's rather delayed action and in light of our efforts to meet the customer's expectations and true needs, it feels as though the customer is simply looking for a way to get his money back after we did our job and actually went beyond the degree of service normally expected from this industryIt appears, in fact, that this customer used our inspection report to make a purchase decision; did not feel the need to hire another inspector, and now wants the inspection fees returned(Isn't that "having your cake and eating it, too".)
This customer's expectations seem to fall outside the scope of this industry's professional responsibilitiesThe customer disagreed with our professional opinions published in our original reportWe listened and agreed to modify the tenor of the report as much as we reasonably could without
breaching our credibilityWe spent a good deal of time looking as closely as we could at various issues published in the home inspection reportWe thought that this customer's needs had been metHowever, now that the customer is asking for a refund, we should point out that our 200% satisfaction guarantee is advertised (both on the Internet and within every home inspection report) as a way to refund a customer's inspection fees and even pay for another inspector if the customer feels they cannot use their report confidently to make purchase decisionsThe words in those published instances of our 200% Satisfaction Guarantee state that we will honor that request for up to hours after the customer has received the report, because time is always of the essence in real estate transactionsIt shouldn't take any longer than that for a customer to realize whether he or she feels confident with the information in the reportIn this instance, because of the customer's rather delayed action and in light of our efforts to meet the customer's expectations and true needs, it feels as though the customer is simply looking for a way to get his money back after we did our job and actually went beyond the degree of service normally expected from this industryIt appears, in fact, that this customer used our inspection report to make a purchase decision; did not feel the need to hire another inspector, and now wants the inspection fees returned(Isn't that "having your cake and eating it, too".)