Parent & Associates Inc.

I'm unsure how to respond to this review. The reviewer states that the inspection was two years ago, yet we have never received a complaint or any contact from any past client stating they have structural issues with their basement. We doubt the legitimacy of this review. Furthermore, we changed our company name about four years ago for marketing purposes, therefore if this client received their inspection two years ago then they are complaining about the wrong company. If the review is indeed legitimate, we would appreciate the reviewer contacting our office so we can, at least, offer a refund and make things right with this client by addressing whatever the reported problems may be. A review like this can be very damaging to our reputation and we can only hope that readers take my words into consideration. Rest assured we've been home inspectors for decades and we receive less than one complaint per thousand clients, and when a complaint is issued, we are always quick to make things right with our client.

The mandate given to me by my client was to examine the second floor structural system in order to determine if a wall which had been removed a few years ago at first floor level was originally a load-bearing wall or a non-load bearing partition wall. I noted that the removed wall was perpendicular to the second floor joists and was supported by the first floor joists. The first floor joist system could not be examined as it was not visible and also inaccessible in the apartment below the client’s unit. The removed wall originally supported framing for a large bulkhead, which contained forced air ducting. It was possible to examine the top end of the original wall studs through a small opening on the side of the bulkhead, where a return air vent was located. Here it was noted that the wall studs had been cut at the level of the bulkhead ceiling. It was also noted that no beam was visible that would normally have been installed for support of the second floor joists if the removed wall had been load-bearing. I told the client that a small opening would have to be created on the side of the bulkhead so that I could come back and examine the second floor joists, at the top of the removed wall, to determine if the joists overlapped or are continuous between a ceiling beam at one end and a load-bearing wall at the other end. Should the joists be continuous, a calculation would then be made upon measurement of their size and spacing to confirm that the removed wall was not load-bearing. The client agreed to create this opening and to call me for a return visit. This would have been done at no extra cost to the client. My investigation was done in a professional competent manner and I would be happy to discuss my methodology with any other engineer which the client may retain to carry out another investigation on site. I had all necessary equipment in my truck including step ladders and would have used mine but the client offered the use of his own step ladder. I spent 60 minutes on site to carry out my investigation and got the impression at that time that the client was satisfied with my services.

Thank you very much Neil, I really appreciate the nice feedback! I'm always more than happy to help in any way I can, and it was absolutely my pleasure to help you as well. Please don't hesitate to contact me again, at any time, if you ever have any questions or need further advice. I am also always happy to visit your home when I'm in your area, if ever there's anything you would like me to look at in person. I wish you all the best, and a wonderful and prosperous new year.

Dear client,

Unfortunately we never received your emails due to technical problems with our email system. For that we apologize. As I explained to you, during our subsequent telephone conversation, the asbestos was located within a wall cavity, behind a wall heat register, which was screwed into the wall, and therefore could not be seen as the protocol does not allow for invasive observation and thus we cannot remove screwed-in wall registers.

Regarding the refund, we attempted to contact you several times by telephone in order to get your mailing address, but unfortunately the phone numbers we have on file for you do not work. If you would have called our office, we could’ve quickly and happily rectified the situation by obtaining your mailing address from you, and subsequently we would have immediately mailed you your refund, however you never attempted to reach us beyond the initial telephone call.

I’m sorry you are not satisfied with the service you received. We’ve been conducting home inspections in the Ottawa and Gatineau regions since 1982, and have completed over 30,000 (thirty-thousand) home inspections between myself and Eric Parent. Despite this large number of completed inspections, we very rarely get complaints. Furthermore, we feel it is unjust that you state the asbestos was clearly visible, as it was completely concealed, which I explained to you. Despite the fact that it is a hidden issue and we had no way whatsoever to detect it, and we are therefore not liable, we nonetheless offered to refund your fee out of goodwill, as the satisfaction of our clients is of the utmost importance to us. Yet, you still chose to leave this very negative review, despite failing to contact us at anytime.

Please contact our office at your convenience, in order for us to obtain your mailing address so we can send your refund immediately.

Yours truly,
Marc Parent