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It's a great day at Michael Leavitt & Co Home Inspections!!! This past week has been a good one for inspecting. We combined both work and play into our busy Christmas season schedule. Saturday we found ourselves sitting in the Las Vegas in a football stadium to watch the WAC Championship finals between Brigham Young University and Air Force. Both Shelly and I are avid BYU fans and didn't want to miss the game. We braved the 6 hour drive to Las Vegas, traffic to the game, and 30 degree sunny weather with a wind chill. Our Cougars were ahead most of the game but ended up losing in the last few minutes. With the disappointment in hand, we headed for New York, New York hotel to play laser tag and ride the crazy "Manhattan Express." You can see by our expressions that we were both enjoying the roller coaster in two different ways.
It was also fun to bump into a past AII™ member, Jake Pando. Jake is from Las Vegas and was at the football game. We bumped into each other and caught up on each other's lives. Jake took the AII™ training with me back in 1995 to protect himself from a lack of commercial electrical work in Las Vegas. Since 1995, Las Vegas has been booming with hotel growth and Jake has had no time for home inspecting. He has been working 10 hour days, 5 to 6 days a week since becoming a Certified AII™ Home Inspector. It is great to see that even though he is not inspecting, he is finding success in his life. Whatever we choose to do is great as long as we work hard to be successful at it.
Many of our AII™ Inspectors have business internet web sites to attract and inform perspective clients. Many more have the goal of someday having a business website. The rationale I hear as to why more of us don't have current websites is that the money, time and effort needed to establish and maintain a site is just not profitable. Up until yesterday, I viewed the website as a great informational tool only.
I am aware of only a handful of our members who maintain a site. I'm at www.TheHomeInspector.com. Ron Cloyd is at http://198.106.216.5/chi/index.html. Jim Lucas is at http://jimlucas-ent.com. Steve Bradley is www.OregonHomeInspector.com. Brent Foster used to have a site, but he dropped it about six months back. There might be more of you with sites, but I am just not aware of them.
Ron Cloyd uses his site to attract people who want home inspection training. Located at http://198.106.216.5/chi/index.html this site is specialized for those wanting either home inspection or wood destroying insect inspection training.
Jim Lucas' site is at http://jimlucas-ent.com and features a moving logo graphic and home inspection training information.
Steve Bradley's site is the best AII™ member's site to inform perspective clients about home inspections. Located at www.OregonHomeInspector.com, Steve's site is well laid out and lacks only the ability to book an inspection while visiting the site. The information is very familiar on the site because I authored a great deal of it in the form of an Inspector's Marketing Kit at last year's Annual Meeting. It was great to see how the site was set up and how it specifically is directed to his future client. Steve also incorporated a graphic from a local barn that is regionally well known. The moment that it is seen loading on the screen the landmark associated with his area comes into view. I had not thought of using local scenery this way in one's site.
Brent Foster was one of the first AII™ members to have a site. He paid somebody to set it up in conjunction with his membership in his local Lacey, Washington Chamber of Commerce. It remained pretty much unchanged since it's inception 1 1/2 years ago until he dropped it six months ago.
I talked with Brent Foster about what his feelings were about web sites and why he dropped his. "There was no immediate gratification from the website. The lion's share of my clientele is local referral business and not much from the out-of-town marketplace. Having a web page is like having a yellow pages ad in the 1920's. Nobody had phones, so a Yellow Page directory would have been worthless. I was not looking for business directly due to the website. I was looking for people who had visited the site, read it, and would ask questions from their visit to the site."
I then asked Brent Foster how he ensured that people would visit his site, to which he responded.... "I relied on other people to register me on the search engines in a high enough profile so that if somebody was searching for a Home Inspector in my area they would find my site. I also relied on an e-mail or a phone call from the site visitors to schedule the inspections."
I think that this is the approach that many people take in setting up their web sites. I asked Brent Foster how successful his site was in the year that it was online. I did not anticipate his response........ "I had my website on the internet for over a year and nobody, not one single person under any circumstances hired me due to this advertising method..... Nada.... Zero..... Not Zippity doo dah..... Zilch. However, in my opinion there is a place for a website. I will have a website designed and in place in the future. I know that the website is the yellow pages of tomorrow. This is a long- term strategy and not a short-term one on my part. Other Inspectors need to know that if it is short-term ratification that they are after, it is yielded mainly by planting your rear end in the work truck on a daily basis and not by relying upon the internet advertising medium to pay your home mortgage." Brent Foster then added... "I have seen some gorgeous web pages, but the challenge is that very few people ever see them."
As I have designed, created, and updated my web page my ideal realizations and goals have included the following:
In the past I would just use my website as an information center. Goal #1 was somewhat accomplished as my potential clients would be sent to the page for further information. Goal #2 was nowhere in the design and clients always had to talk to either Shelly or myself again to firm up their transaction. I knew that this was a weak spot in my page design, but time limitations and web page design knowledge kept me from overcoming the task.
All of this has now changed as I am now successfully able to attain both Goal #1 and #2.........
The really exciting news is what was waiting for me as I returned from BYU's loss to Air Force in Las Vegas over the weekend. I returned from Las Vegas and picked up my e-mails and phone messages. None of the phone messages were inspection bookings, but I had 81 e-mails to look through. One of them was worth more than all of the rest combined. The email said the following....
Subject: INSPECTION ORDER To: Peaceofmind@TheHomeInspector.com
Termite Special = FREE WDI w/HI Client's Name = Chris Seiler Property Interest = Buyer Client's Address = 1541 Riverside Ave #17 Client's City = Provo name = UT Client's Zip Code = 84604 Client's E-mail = CSeiler@Novell.Com Phone # = 375-6975 Clinet's Phone = Home Second Phone # = 861-5990 Client's Agent = For Sale By Owner Inspection Address = 770 N. 1150 E. Inspection City = Provo Type of Dwelling = Single Family Dwelling Square Footage = Up to 1800 Sq ft Occupied = Yes Bedrooms = Three Bathrooms = One Crawl Space = Yes Heating Type = Forced Air Heating Fireplaces = One Wood Stoves = None Cooling "Yes" = Yes Cooling Type = Evaporative Cooler Garages = One Car Garage Location = Detached Roof = Average Pitch Roof Material = Wood Decks = None Electricity Status = Power "ON" Water Status = Water "ON" Water Type = Public Fuel Status = Gas "ON" Sewage = Public Sewer SFD Inspection = Yes Square Footage & Fee = $235
Receiving this message was a dream come true. This is my very first website-ordered Home Inspection. I envisioned the day that clients could place their inspection order online. It was a week and a half ago that I finally took the time to develop an on-line order form. It can be easily accessed at several locations within my web page. When I left for Las Vegas I changed my answering message to say.....
"It's a great day at Michael Leavitt & Co Home Inspections. I'm currently in Las Vegas watching the BYU Cougars play for the WAC championship. You can either leave a name, message, and number after the beep, or you can order your home inspection online at www.TheHomeInspector.com. When you order online you will receive a free $160 Pest inspection with your home inspection. So go to www.TheHomeInspector.com and order you inspection today. Have a great weekend, bye bye!"
The order form looks like this......
(Home | Buyers & Sellers | Agents | Inspectors | Order Form | Online Special | Contact Us | Site Map | Family)
Client's Name: Buyer Seller Buyer's Agent Seller's Agent Owner Other
Client's Address:
City: State: Zip:
Client's E-mail:
Client's Phone: Home.... Work.... Cellular
Client's Second Phone: Work.... Cellular
Client's Agent: Realty Office:
Agent's Phone: Home.... Work.... Cellular
Agent's Second Phone: Work.... Cellular
NOTE: Please fill in all the information that you know. If you don't know some of the items please leave the selection blank.
Inspection Address:
City: Inspector Access: Method of Access Home has Realtor Keybox Buyer's Agent will open Seller's Agent will open Seller will open Buyer will open Home will be left open Neighbor will open
Type of Dwelling: Single Family Dwelling Single Family w/Inlaw Apartment Duplex Non-Conforming Duplex
Year of Construction: or Approx. Decade: 1990's late 1980's early1980's late 1970's early 1970's late 1960's early 1960's 1950's 1940's 1930's 1920's 1910's 1900's 1890's 1880's 1870's Older than 1870
Square Footage: Select Total Size Up to 1800 Sq ft 1801-2400 2401-2700 2701-3100 3101-3600 3601-4300 4301-5000 5001-5700 5701-6500 Larger than 6500 Status: Occupied........ Vacant
Bedrooms: One Two Three Four Five Six Seven Eight Nine > Nine Bathrooms: One Two Three Four Five Six Seven Eight Nine > Nine
Space Underground: Basement...... Walkout Basement...... Crawl Space
Heating: Forced Air Heating Electric Heating Boiler heat Gravity Gas Heat Geothermal Other Fireplaces: None One Two Three Four Five >Five Wood Stoves: None One Two Three Four Five > Five
Cooling: None....... Yes........ Type: Central A/C Window A/C Evaporative Cooler Window Evaporative None
Garages: Type One Car Two Cars Three Cars Four Cars None Carport Location: Attached Detached
Roof: Steep Pitched Average Pitch Low Pitch Flat Roof Roof Material: Composition Shingles Wood Shakes Tar/Gravel Metal Exotic Unsure
Wood Decks: None One Two Three Four More Than 4
Electricity: Power "ON" Power "OFF" Unknown
Water: Water "ON" Water "OFF" Unknown Type of Water Service: Public Private Well w/Pump Unknown
Fuel: Gas "ON" Gas "OFF" Propane "ON" Propane "OFF" No Fuel Source Unknown Type of Waste Service: Public Sewer Septic Unknown
Please check the boxes of the Inspection Services that you would like performed.
Home Inspection
Added Services - Ordering "Added Services" online together WITH a Home Inspection entitles you to 50% off your "Added Services" fees.
Wood Destroying Insects (WDI) - For more info see our "Termite" section
Lead Hazard Screen - For more info see our "Lead-Based Paint" section
Radon Screening - For more info see our "Radon" section
PLEASE NOTE: Payment is made by either Cash of Check at the conclusion of the inspection.
Special Concerns & Comments:
For more information E-MAIL Us
This form is under constant change, but it's heading in the right direction. I have found it quite challenging to figure out what questions I should ask, without being overly burdensome. I also wish that I could make it come up with a grand total for the inspection fees, but I have yet to figure that part out.
In order to bring people to my site and order their inspections online, it requires some type of enthusiastic sale. Look at every TV, Radio or Print ad. There is always a special or sale. I feel that the same is true. I am asking for my potential clients to take their valuable time to fill out the online order form. I'm also asking agents to direct their client's to my page. By doing this I feel perfectly at ease rewarding them for their efforts. This is why I am running the free WDI inspection special.
The "Free $160 Pest Inspection when you order your Home Inspection online" special is now becoming part of my agent contacts and fliers. I want to get agents, buyers and sellers into the habit of accessing my website for general information and to book the inspections online. It is amazing how most of my callers do have internet access. This may just be a Utah phenomenon, but it is gradually catching on nationwide. The order form and WDI special now become effective marketing tools. My website has just transformed from an information center to becoming a revenue generator...... Good Luck as you develop your own sites.
PRELUDE: The quality of feedback from last week's MMM was incredible. I appreciate the sharing of your opinion's with me. It was nearly unanimous from your feedback that it was good that the final letter to Broker Bill was unsent. It was very therapeutic to author the letter and get down on paper what I felt were the important key points. It did ramble on a bit, but it sure did bring into focus my frustrations.
Sylvan Stenge shared...
"Michael, I would not deign to try to rewrite your letter. It is obvious that you are pouring out your heart. I would however make some small suggestions.
1. Try to shorten the letter. The broker will not have enough interest to stick with it as I did. 2. Change "where your coming from" to something more formal. 3. Do not be condescending to the broker. 4. Cut the melodrama, even though you are sincere. He won't believe it. 5. Try engaging him by asking if (for example) it would help if you did not list smoke detectors at every bedroom.
Hope this is of some value." Sylvan
Steve Jordan from the enchanted Oregon Coast e-mailed this method of repelling shark attacks and remarks of the camaraderie of the Association......
Michael, I have just read your account of the shark infested waters. You asked for comment. Here we go----
- Most of the brokers and agents I deal with are honest, ethical and a pleasure to work with. I HAVE run into a few that wanted me to soften or darn near falsify my reports to help them make a sale. When that arises, I review the portions of a report that the broker/agent does not like and see if I have been too inflammatory. Sometimes my conclusion is that I HAVE been too inflammatory. In those cases, I write letters or issue addendums to reports to try to correct the impression. If my feelings are that my original reporting was appropriate---I tell the broker/agent that and go on to other work! To sort of summarize the above, I don't try to please ALL THE BROKERS/AGENTS ALL THE TIME. I figure I can get along on the business that the ethical brokers/agents send me.
- Life of components. I have gotten in trouble once with a buyer regarding roof life. I gave a shake roof 5-10 years life when in fact it was zero life. The buyer has started the arbitration process, seeking about $11,000 from me for a new roof. I think they are about to give up and seek recourse from the seller instead. This buyer is an unreasonable, litigation minded individual that wants to get every scrap of benefit they can from my E & O insurance! Regarding life of other components, I use the original AII™ handwritten form, and I do not make additional comments on the life of heat exchangers or water heaters. I have had no issues with these items.
--Now--regarding your follow-up fax. My feeling is that it is much too long and will only irritate the broker, who seems to be very very easily irritated under the best of conditions. Instead I would suggest something like the following:
" In my last fax to you, I passed on manufacturers expected life data on various types of equipment. How do you feel about this data? Do you think it would be helpful to put this kind of information in a newsletter issued by your office, and pass it on to prospective home buyers so that they get realistic ideas of what to expect from the components and systems in homes they are considering? I would really appreciate knowing your thoughts on this subject"
Michael, I'm not sure my ideas are any help to you. I wish I could come up with some better sounding suggestions. But---I wanted you to know I DO read the MMM. I DO value it. I DO glean many good ideas from it. I DO find a sense of camaraderie in sharing these experiences with other inspectors through the E-mail Forum.
--Whenever I am puzzled or uncertain about my stand on a contentious issue, I try to wait until "tomorrow". In the cold light of the morning, everything seems clearer, and I can often revise my convictions, or feel that they were on target---and I can make quick decisions and drive on with the new day's business!!
By the way, I keep a small satchel of shark repellent in my pocket, and It works wonderfully. I've never been bitten by a shark yet!!
Steve Jordan on the enchanting Oregon Coast."
Terry Back, the wife of our famous Dan who owns the greatest Inspector's toolbox, gave some great insights that you may also want to share with your spouses....
"Michael, Did you speak to the prospective buyers regarding their decision to not buy the house? We always prefer to go over the report in person at the end of the inspection with the buyers. At that time, we can dispel any so called "alarms". If we cannot go over the report, we try to give them a call and discuss it via the telephone. We have encouraged the real estate agents to have the prospective buyers give us a call if they have any further questions or concerns. We also encourage the buyers to call us if they can think of anything that they think of later. But if the real estate agent insists on controlling the entire transaction, sometimes he/she is reluctant to have the inspector and buyer intermingle".....
We have found, after getting a less than cordial call from a realtor about a "killed deal", that the deal actually did not go thru because of financing..... or some other reason other than the inspection report. This has happened more than once, believe me. The inspector seems the one shouldering the responsibility for the failed deal. (It couldn't possibly be that the realtor somehow turned off the buyer with his/her pushiness, MMMMM? ) Or maybe the buyer just got cold feet, decided not to take the plunge into home ownership or whatever. I'm not exactly sure how to overcome that issue. It sounds like we're dealing with a realtor that is not exactly one that you or I would choose for our children to use as an agent. I think there will always be that sort around.
I'm speaking to you from the perspective of Mrs. Home Inspector. Dan comes home sometimes with the same symptoms as you. ... Feeling like he's been persecuted and feeling "bloody" and frustrated, and, yes, he does get defensive also. I'm so glad to hear that we're not alone!! It is very difficult to not sound off. I just encourage him to keep on trucking. There will be a time when good inspection reports will be the norm and not the exception. Until then we have to keep on blazing the trail. He can only do what he can live with. To join the "ranks" is to be an inspector you would not recommend to your children.
We just try to explain, as you did, the positive aspects of reporting conditions of the home. I thought the fax you sent was direct, informative and short. I, personally do not read long, drawn out mail. The second, unsent letter was an excellent letter. I prefer the short note. If I wanted to discuss at length the issues in the second, unsent letter, I would have coffee with the realtor or lunch.
There is definitely a fine line. The realtor needs to be appeased without sacrificing integrity. Dan suggests not listing life expectancies. We see water heaters frequently 20 years old. We indicate the water heater is functioning properly but nearing the end of its useful life. Composition roofs-- we state the roof is at its early, middle or nearing end or beyond its useful service life. Sometimes, if its between middle and nearing end, we state it's showing normal wear but okay for its age. This of course, is if the roof is still serviceable. HVAC technicians use 15-20 years as average service life for heating system. Of course you have to realize they do have a vested interest. If a system is 20-25 years old, Dan indicates it is an older system. Above 25 years, nearing the end of its useful service life. Take into consideration how the unit looks (heavy duty, etc.). Again, try to report conditions at the same time appeasing the realtor.
Sincerely, Terry Back"
Scott Merritt followed with this...
Michael,
I don't have the time to devote to my reply that I'd like to, but here's my basic opinion:
I think Broker Bill is fuming because a bunch of money he was expecting to land in his bank account isn't headed there now because it sounds like he lost both ends on the house across the street plus the sale of his own house. He needs to vent. You are available for that. The buyer that backed out very likely used your report as a convenient excuse when there may well have been a very different truth to their decision. Maybe Uncle Ned didn't come up with help on the down payment, or that trust fund wasn't as liquid as they had thought it was. Whatever, bottom line is they blamed the report because that was the easiest thing to do.
So then Broker Bill comes down on you, and your reaction is understandable in the degree of alarm because we do have a tendency to give those brokers alot of power. I think you did great by getting the support info from Lennox and sending it to him. That lets him know you are diligent, and the brevity of the fax was good. As for the follow-up letter, I think you make a lot of really good points in it, but it would not serve your interests to send it. Remember, Bill is venting. He's angry and disappointed. He probably doesn't want to engage with you anymore about this.
There is a tone to the letter that comes across as defensive, (more so than the fax in my opinion), and I think that it would be a mistake to reinforce that with Bill. I know that when you feel you have strong points to make, and you know he should listen, it is difficult to back off. But I would back off rather than press the point. Let the situation die down. You will have opportunities later that may be appropriate to talk to him, and if you do make those changes in your reporting language he will be seeing that as a listing agent, no doubt, at some point.
I think in his heart Bill knows he's making you the scapegoat and that the truth is he's just inappropriately applying the power he thinks he has to persuade you to make his job easier.
But also, I wonder about your practice of giving expected useful life ranges for components. As your call to Lennox may have suggested, there are just too many variables to contend with to make those figures useful, in my opinion.
Michael, I enjoy the quotes you include in the MMM, so I'll share one with you:
"Truth resides in every human heart, and one has to search for it there, and be guided by the truth as one sees it. But no one has the right to coerce others to act according to his own view of the truth." Mahatma Gandhi
Keep the faith, Scott Merritt"
Steve Dansby lightened things up with this....
Outstanding letter Mr. & Mrs. Leavitt! I would not change a thing. Well that's not true. I would be a little more threatening, but that's just my personality. Some additional verbiage like "DO YOU KNOW WHERE YOUR CHILDREN ARE?!" might be helpful to wake 'em up to reality. ;-) Just kidding. But sometimes I wonder about the people who take up real estate sales. I am consistently having to remind myself that not all of the people in real estate sales are wired incorrectly; just some. There I go with the negative thoughts again. My apologize. Steve E. Dansby"
Steve Bradley shared....
Michael, Very well said, but you may want to close the letter with an invitation to meet face to face in his office (his ground) to further discuss his concerns and what other things maybe bothering him; ie. perhaps the agents aren't as professional as he wants to think, are the agents really able to elicit the buyers true reasons for backing out of the deal, or is your competition less than professional or do they bow to the pressure of the agents.
I made a return visit to a seller of a home I inspected in Oct. to discuss my report with him due to the fact he had not paid half of the invoice as agreed to. This sale also fell through. The listing agent had told me the seller had marked up my report in RED and wanted me to change everything he felt was wrong. That I was putting down erroneous statements and I had killed the deal. The upshot of this meeting is I came away with the payment and spent 2-1/2 hours at his kitchen table discussing my report and he called the listing agent while I was there and said that he had completely misunderstood the report. Well so much for do the inspection and get paid. When I have these type of issues I believe we cannot limit our investment in time and ignore interested parties. We must strive to be strong, but complying also.
Good luck. Steve Bradley"
In a return message, Terry Back shared some more valuable insights.......
"Michael, I don't mind if you use my comments in the MMM. Please know I'm mostly a spectator in the business. My outside the home job keeps me pretty busy from early to late. I do act as a sounding board, overhear one side of the phone conversations and answer a call occasionally. .... and I do have people from my work ask about Dan's services, also.
Another interesting observation we've made is...... a few realtors who don't regularly use a professional inspector in their transactions, have called and set up an inspection if one of their relatives or a close friend is buying a home. I'm thinking this is a phenomenon that occurs only in our area...... But maybe not? Terry Back "
I have found this same phenomenon in Northern Utah. It always strikes me odd when it happens, and then I take it as a stroke that I must be doing something right. Jon Gudnason checked in with his usual good wisdom....
If you tell B.B. that you are changing the way you are reporting based on his prompting you are setting a dangerous precedent. Do you think he will stop at water heaters and smoke detectors? There is a presumption that if a buyer is entitled to have an inspection then they are entitled to accurate information.
If you are considering buying a used car and take it to a mechanic they don't just see if it will stop, they look at the break pads to see how much of the life is used up. They don't just start the motor and see if it runs, they do a compression check to help see how much wear there is. Your clients are entitled to accurate information.
Ask B.B. if he really believes that a buyer is not entitled to know about what they are buying. Ask him if he were buying a house would he not want to know what kind of future expenses to budget for. Ask him why the disclosure laws were written in the first place and if he believes in them. If he does not, it is a lost cause. Jon Gudnason
I wanted to share some more interesting tidbits regarding the Broker Bill situation. I received in the mail the payment from the out-of-state buyers to the home across the street from Broker Bill's. It included with the check the following short and sweet note.......
11/22/98
Thank you for your report on 151 W. #$%@%$# Circle in Orem.
There were a few problems with your report.
Sincerely, Mrs. #$%@
I wasted no time composing a follow-up letter to my clients to be sent to them and their agent. Keep in mind that Broker Bill was exerting his influence over to both sides of the transaction in an attempt to salvage his deal by discrediting my reports. My letter to my clients said.....
November 30, 1998
Dear Mrs. #%$@#:
Thank you for sending your payment for the inspection performed on the property at 151W. #%$@%# Circle in Orem, Utah. Your note that was included mirrored the very statements which the Selling Agent/Broker, Bill Telford, made to me. This concerned me that perhaps you were not receiving all of the information accurately. You need facts upon which to base your purchase decision and I strive to report the facts accurately. Afterall, that is why you hired an independent, certified home inspector to report on the components of the home. I am one of the few people in this transaction who has no vested interest in the outcome of the sale.
Mr. Telford contacted me because he was unhappy with my reporting lifespans on components and felt I should not report lifespans at all, but just state if they were working or not. He had also called the builder of the home regarding the roof and a heating salesman regarding the Lennox Pulse heater warranty and shared the information he received from them with me. Unfortunately, he did not contact unbiased parties and his information was only partially correct. I have included the letter that I sent to him clarifying what he thought he had discovered.
I want to make it clear that you are my client and I perform my inspection as a protection to your interests. I wish that we had been able to meet in person and walk through the property at the conclusion of the inspection as I normally do. The walkthrough is more personable than just being sent a written report and you get to fall in love all over again with your decision. The home truly is a wonderful home with only minor notations in my report.
The "problems" you identified in your note are actually not "problems" at all. The report was done to let you know the realities of your home and not the manufacturer's or builder's sales hype. My report comments come from everyday inspecting experience and extensive training and research.
I reviewed my report and would make a correction to the intercom statement. I observed a built-in speaker system that attaches to a separate stereo receiver. The owner can fill you in on the details of how to set up the system. This is a bonus feature and not a part of every home.
The roof is indeed a 30-year dimensional shingle. However, this does not mean that it will last 30 years. When the roof leaks in 20, 24, 26 or, if you're very lucky, 29 1/2 years, I am confident that those who are assuring you that it has a 30-year projected lifespan, will not come out and replace the leaking "30 year roof." The harsh reality is that the 30-year roofs last 15 to 18 good years on the south exposure and sometimes stretch a little longer. In Utah County, we experience very hot summers and snowy wet winters that are both hard on roof coverings. It would be unfair to lead you to believe that the 30-year roofs actually give 30 years of trouble-free life in our region.
The heating situation is the most interesting. You can read my documented facts in the letter to Mr. Telford. The short version is that the Lennox Pulse heater's Limited Lifetime warranty will drop to a 20 year Limited Lifespan when you move into the home. This only covers the combustion chamber and does not include labor or any other parts replacement. The heater is not designed to last a lifetime. Lennox also confirmed my 15-year projected lifespan which they shared comes from Consumer Report's independent testing. The second heater that is installed is not a Pulse model and it does not carry the same "Limited Lifetime" warranty. Instead, it is an inferior model that is not as energy efficient or designed with the same Pulse lifespan. It should be noted that both heaters currently are in good working order.
Not mentioned in your note, but something I would like to call your attention, are the two water heaters. They are currently 11 years old and are reported in "Fair" condition. The reason they get a "Fair" rating is because of their age. They are currently functioning properly and my notation for you to set aside funds for replacement is a purely precautionary recommendation. They are located in a finished basement and, generally, when water heaters rupture they can saturate the carpets. I don't say this to scare you, but rather, to inform you of possible conditions that may occur. Water heaters generally carry a 5 or 6 year warranty, but I have found them to perform reliably 8-12 years, and some even last over 20.
I hope that this information is helpful. If you have any questions, please call me at 801-225-8020 or on my mobile at 801-898-8824.
Sincerely,
Michael Leavitt Michael Leavitt & Co Home Inspections
Would you have sent off a letter to salvage your credibility with your clients and their agent? Or would you have left it alone and let the dust settle on it's own?