Procedures

Online Orders:     To see how to schedule online orders view the video HERE

• YES, We follow up on ALL orders. 

• You will follow up with the person who initiated/completed the online order to verify information, offer additional services as needed, and then schedule the inspection like you would if you'd taken a phone call. Do not book until you have confirmed with the person who started the order.

*Online orders can be found in the "Leads" section of Keystone

* Select "Lock Lead" to start an order to quote or schedule

IMPORTANT: Online orders that include Radon testing will come over with the service named "Radon****" you MUST be sure to remove this and add "Radon Test" and add Joy as normal. This is a temporary work around to allow people to schedule Radon online until Keystone fixes the issue. 

Live Chat: 

• Inspection Plus Group offers a live chat option to speak with us through chat in the VCC. 

• The screen will "pop" just like it does for calls to let you know which company the chat is for. 

• Always open with "Thank you for contacting Inspection Plus Group, this is --- How may I assist you today?"

• Handle the chat just like you would for any call. 

• Disposition the chat just like you would for any call. 

*If you are speaking with someone via chat and they have not responded for more than 2 minutes you will want to reach out to confirm they are still there by saying something like "I have not heard from you, are you still with me". If you still do not receive a reply within 2 additional minutes you will need to state. "Due to no response I will need to end this chat, if you wish to chat with us further feel free to reach out here or contact us directly by calling 859-448-0213"

Client/Agent Complaints: 

• Gather as much detail as you can regarding the complaint.

• Compose email with details on who has the complaint, what the complaint is surrounding and the order it is related to and send the email to Mike Patton at Mike.P@aahomeinspection.com

Business-to-Business: (AKA B2B)

• We do B2B's for Wingman, DREES, All Clear Radon and Advanced Radon

• We DO NOT book these, If you receive a request please respond stating "We do not service that in this office, please call 859-780-2008 to schedule"

• If you receive a request for B2B for Radon specifically please gather caller information and pass to Joy via SMS.

Incomplete Orders: 

• Yes, we follow up on all incomplete orders

Latest Time to Schedule Next Day: 

• 10:00pm EST 

*For same day requests before 11:00am check with inspector prior to scheduling to confirm he can do.

Latest Time to contact agents or clients: 

• Calls - 8:00pm EST 

• SMS/Text - 10:00pm EST

Ancillary Reports & Other Documents: 

• When these come into email, they need to be uploaded to Keystone as an attachment and not as a report.

• Click HERE on how to add reports as an attachment. 

Attendance: 

• If you plan to attend the Building / Home Inspection, we recommend arriving approximately 1.5 hours after the inspection begins to make the best use of your time. If you are unable to attend, the inspection report will be available by 12:00 noon the following day. Our reports are comprehensive, stand-alone, and easy to understand. 

Occupancy:  

If Occupancy is not known at the time of booking, do not reach out to the LA. It is okay to mark is as unknown

Adjust Pricing On An Order:  

Click HERE for instructions on how to adjust pricing to orders.

Scheduling Procedures: 

• You MUST let the caller know that the Service Agreement is due prior to the inspection taking place. 

  • • Internal info HERE on why the agreement should be signed prior to the home inspection. 

• Townhomes are priced as a normal single family residence

• DO NOT schedule with Nikki Culbertson - If she is identified as being part of a transaction, whether as the BA or the LA, we do not work with her. Refer her to: Alex Lockstead with Easton Inspection 859-466-5030 or Mike Hesterberg with Building Inspections 859-466-8030. Please let Mike know so he can contact the clients and any other agents involved. 

Agreements: 

• You MUST let the caller know that the agreement will need to be signed prior to the inspection in order for the inspection to take place. 

• Inspectors will not perform the inspection without a signed agreement. 

Agreements do not need signed for B2B Transactions with Drees Homes or B2B Transactions with Wingman

Listing Price: 

• You MUST add the listing price in the order when providing a quote or scheduling an inspection. 

• Homes over $1,000,000 will include an additional fee that will apply automatically in keystone. 

Client Property Disclosures: 

• At times you may receive property disclosures from the BA or LA to add to the order. 

• This is informational only. 

• You will want to add the disclosures to the order for the inspector. 

Re-Inspection: 

• A Copy of the Contractual Addendum (List of repairs) must be emailed to inspection-plus-group@simplesolutionscc.com. 

• Once we receive the contractual addendum you must upload to the re-inspection order as an attachment. 

• These are to be scheduled between inspections at 12pm (if distance allows) or 5pm, do not schedule in an original time slot.

*The client does not need to be in attendance. However if they would like to attend they may do so. 

Return Visit (Utilities Off): 

• This differs from a re-inspection as it is only chosen if an inspector is returning to a property to inspect a system where the utilities were off during the initial inspection (Gas, Water, Electric). 

• The cost for the return visit is $125

• Must be added to the original order and access obtained. 

*The client does not need to be in attendance. However if they would like to attend they may do so. 

Indiana Inspections:

• Dave & Lee are the ONLY inspectors who can be scheduled in Indiana

•  Indiana inspections can ONLY include sewer & mold, no other ancillaries are available. 

SERVICES: ST. LEON, HARRISON, CEDAR GROVE, GREENDALE, BRIGHT, HIDDEN VALLEY, DILLSBORO, AURORA, RISING SUN.

Request to speak to Mike Patton for scheduling: 

• If someone specifically requests to speak to MIKE PATTON for scheduling: “I understand you would like to speak to Mike about the inspection and process. However, we can get the necessary information for the appointment now and Mike can give you a call to discuss the technical and any concerns you may have. This speeds the process up for you. Mike is often not at a computer, and you will probably have to call us back to do the scheduling... Let's get that out of the way for you!”

AFTER YOU’VE SCHEDULED, INFORM MIKE TO GIVE THE CLIENT A CALL.

Unfinished Basement Square Footage: 

• You do not need to add unfinished basement square footage to the total. 

Outbuildings/Detached Buildings:

• 1-2 car detached garage is included in WHI price (attached or detached) 

• Additional garages and detached buildings will have a fee to inspect. 

• Detached sheds are given as verbal only. No charge and not put in report 

*Sheds are inspected for WDI on VA loans (and added to report, cost is included in termite fee)

Thermal Imaging/Infrared: 

• A Thermal Imaging Camera is used during the inspection but we DO NOT offer this as a service or provide pictures or videos in the report, the inspectors will ONLY use this as a tool to conduct their inspections.

Water Testing: 

When discussing water samples with the client ask if there are particular tests that their lender requires (especially if using a VA loan). The majority of the time we just do the basic bacteria test but occasionally the lender will require lead/nitrates/nitrite also. So, we always advise the client to ask the lender to make sure.

Water testing can be performed Monday-Friday in OH  - Please note the turnaround time does not include weekend days

Water testing can be performed Monday-Friday in KY and must be done before 10am  - Please note the turnaround time does not include weekend days

*Only David, Doug and Rich are able to perform water testing. 

Well Water Quality Test (Bacteria)

Tests for Basic Bacteria (E.coli & coliform)

*Results in 5-7 business days, sometime sooner *Can pay an additional $60 for rush service (48 HR turnaround) 

Well Water Test (Metals)

A more comprehensive test for Metals (Lead), Non-Metal Inorganics (Nitrate & Nitrite), Microbiology (E. coli, Total Coliform)

*Results in about 10-14 days. *No rush available

*You MUST be sure to let the person scheduling know that the water testing results turnaround time when scheduling. 

Large Homes over 6,500 sqft: 

• Larger homes over 6,500 sqft may require an additional inspector 

• Try to schedule larger homes in the PM time slot.

• If the duration would put the inspection past 6pm EST you must confirm with the inspector that it is OK prior to scheduling. 

• Reach out to Mike via SMS to confirm an additional inspector is needed for homes larger than 6,500 sqft

Radon: 

You MUST be sure to add the charge for an additional monitor if the basement sq ft is over 2,500 sq ft or if the property is a multi-family and the basement is divided. To add the additional fee you will need to select the "Fees" tab after adding the Radon service to the order to select 1 Additional Unit to add $88.50 for the additional Radon Monitor. See examples below of when an additional monitor and fee would be needed. 

                Examples:

• Single family less than 2,500 sq ft basement is a single monitor.

• Single family greater than 2,500 sq ft basement is a two monitors.

• Duplex with a combined basement is one monitor. 

• Duplex with a split basement is two monitors.

• Quad that has 4 units above grade like a 4 square is one monitor if the basement is open and less than 2,500 sq ft. Single monitor.

• Quad that has 4 units above grade like a 4 square is two monitors if the basement is divided. Two monitors.

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Radon Procedures for inspections with: Mike, Dave, Darrin, Jared, Tommy, Lee     

  Joy will handle coordinating and scheduling all Radon for these inspectors

                              Advanced Radon will PERFORM the Radon for these inspectors 

                                   If you have questions regarding radon, please SMS Joy directly via SMS

Any requests for stand alone radon need passed to Joy

REQUESTS FOR RADON MITIGATION NEEDS PASSED TO JEFFREY DUNN. SEE REFERRALS

EMAIL REQUESTS NEED TO BE FORWARDED TO NATALIE BOGER

• You must add Joy Cordell as an additional inspector when Radon is included with a home inspection, you can do this by selecting Joy for Radon on the same date/time as the inspection. *If an event or other order prevents you from adding for same date/time you can add in another time slot close to the same inspection date/time

• You do not need to schedule radon drop and/or pickups on AAHI/Insp+ orders Joy will handle

• Joy will configure the exact radon drop and pick ups with her techs.

• Joy will request access for all Radon drops and pickups

• If inspection w/ radon is cancelled or rescheduled- notify Joy or Danica via SMS

Radon Procedures for inspections with Doug:

• Doug and Lee are now licensed to do radon. Schedule RDO during the insp and RPU 2 days later inbetween inspections. Will need to schedule access as well. 

Early Radon drop off:

• If dropped early, payment is preferred (but not mandatory) and will be set in between insp and picked up at the insp. Will need to schedule access as well. 

• Per Natalie, try to drop early if possible. 

Radon Procedures for New Construction Homes:

• For all new construction homes, please ensure that the sales representative is contacted before confirming any Radon Testing with the client prior to closing.

• Radon Testing may be scheduled at the same time as the home inspection; however, please advise clients that in most cases the test will be performed after closing. Scheduling will be coordinated accordingly to accommodate this process.

Updated Radon Protocol

Radon Test Conditions:

For a radon test to be accurate, the home must be kept under closed-house conditions:

• A written notice is left at the home when the test is set, advising of the requirements.

• Keep all windows closed.

• Keep exterior doors closed except for normal entry and exit.

• Do not use fans or systems that bring in outside air.

• If these rules are not followed—such as leaving doors or windows open—the test becomes invalid, and the results cannot be used. This situation is outside the control of the tester, and the selling party is responsible for maintaining the required conditions.

What Happens Next:

• The invalid test is discarded.

• A second test requires payment for a new test and rescheduling of the 48-hour test period.

• The new 48-hour test must be performed under proper closed-house conditions, which must be in place for at least 12 hours before the start of the new test.

• Only valid test results are used when determining the home’s radon level.

Client Guidance:

We recommend that our client and their representing agent discuss this situation, as it may delay results by up to four days. Please ensure that results can be received within your inspection contingency period or as negotiated by you or your representing agent.

Stand Alone Radon:

(If NOT in Doug's service area)

• Gather info and pass to Joy via SMS - Let the caller know they will receive a call back with pricing and availability to schedule.

Stand Alone Radon:

(Doug)

• Book between inspections.

• Choose stand alone inspection type.

• Update duration to 1 hour if Keystone does not calculate properly.

Stand Alone Termite:  *Includes all buildings on property NO additional charge for outbuildings

(If NOT in Doug's service area)

• Make sure to make inspection type: Stand Alone Termite/WDIR

• Choose Termite Inspection/WDI as the service type (DO NOT choose WM Termite WDI)

• Add Rich Faller as the inspector

• Can be scheduled any time during the 8am-4pm time slot. Be sure duration is for 1 hour and inspector has enough drive time to/from other inspections. 

• Does need access to inside the home

• Does use NPMA-33 for VA loans

Stand Alone Termite: *Includes all buildings on property NO additional charge for outbuildings

(Doug)

• Book between inspections.

• Choose stand alone inspection type.

• Update duration to 1 hour if Keystone does not calculate properly.

Mold:

• Visual mold assessment is included with home inspections (inspector will look for evidence of mold and will advise if testing is recommended)

• Mold Indoor Air Quality Test includes 3 samples (1 outdoor, 2 indoor).

• Can add additional samples for an additional fee for each sample (add in drop-down box under “ancillary services”)

• Add Rich Faller to any of Darrin's or John's inspections that include Mold. 

Stand Alone Mold: 

(If NOT in Doug's service area)

• Make sure to make inspection type: Mold Testing

• Add Rich Faller as the inspector

• Can be scheduled any time during the 8am-3pm time slot. Be sure duration is for 1 hour and inspector has enough drive time to/from other inspections. 

*Mold testing is the same price as stand alone as it is with a home inspection. 

Stand Alone Mold: 

(Doug)

• Book between inspections.

• Choose stand alone inspection type.

• Update duration to 1 hour if Keystone does not calculate properly.

Sewer Scope:  *If service is being done outside of inspection date/time please request access. 

• Can be done with a home inspection or as a stand alone service

• Dave & Doug can perform their own sewer scope inspections no 3rd party needed

• If scheduling an order for Darrin or John with sewer scope you MUST add Wingman as an additional inspector.

Stand Alone Sewer Scope: 

(If NOT in Doug's service area)

• Make sure to choose service type: Sewer Scope (S)

• Add Rich Faller as the inspector

• Can be scheduled any time during the 8am-4pm time slot. Be sure duration is for 1 hour and inspector has enough drive time to/from other inspections. 

*If asked if we need access within the home to complete a sewer scope the answer is “YES” this is for both access purposes as well as controlling the water flow needed during the scope.  You can let owners know that 90% of the time most of the activity is in the basement and it is perfectly fine for the residence to be home.

Stand Alone Sewer Scope: 

(Doug)

• Book between inspections.

• Choose stand alone inspection type.

• Update duration to 1 hour if Keystone does not calculate properly.

*Sewer Scope can be performed on homes with septic. 

Swimming Pool Inspection:

• You MUST be sure to confirm that the pool is currently 100% fully functional and NOT winterized or covered.

• Only Lee and Rich can perform swimming pool inspections

• Can be performed as a stand alone or add on.

• Does NOT inspect above ground pools

Commercial Inspections:

ONLY Mike can perform commercial inspections (SMS Mike for his availability)

• Gather any major property details such as:

  • • • • • • Building Type (Office Space, Warehouse, Car Wash, Retail Space etc)

            • How Many Units if the property is an office space. 

            • Is the property currently an active business. 

• Send an SMS to Natalie with the property address and the property details to obtain a quote. 

• Once you have obtained the quote follow up with the person who requested.

• If the inspection is not scheduled please be sure to add the quote to incompletes for further follow up. 

Ancillary Services for Commercial: 

• Do not typically see a lot of ancillary on commercial spaces. 

• If someone requests radon, we’ll need to confirm w/ Joy how many devices will be needed. 

• Sewer Scope includes 2 cleanouts, if over 2 cleanouts there will be an additional charge.

**Travel fee: If the property is over 1 hour in distance confirm with Mike that they can do and confirm if there are any additional travel fees. 

Single Item: 

• Schedule in between inspections

• Schedule with Rich if you cannot do in between

Walk & Talk Inspection: 

• **CANNOT be done in Ohio - Kentucky ONLY**

• <3000 sq ft = $275 = 1 hour

• >3000 sq ft = $400 = 2 hours

• ****IF this is requested please reach out to Mike to confirm he is willing to do prior to confirming and scheduling.