Structure Talk

To watch a video version of this podcast, click here: https://youtu.be/QptKPRH_2h4 

In this episode of the Structure Talk podcast, Reuben Saltzman and Eric Houseman welcome Trent Fuller to discuss construction-phase inspections, RESNET, and residential energy ratings. They explore how HERS scores help evaluate home energy efficiency, the role of insulation, windows, and blower door testing, and how energy ratings can help builders meet compliance requirements and qualify for Energy Star certification.

Trent shares the challenges inspectors face when implementing new standards, particularly the ACCA 310 HVAC performance verification standard, which can require specialized equipment, training, and additional time. He also introduces the Rater Overhead Impact Index (ROII) initiative, which aims to improve transparency around the time, costs, equipment, and practical demands of new requirements. The discussion highlights the importance of better communication between RESNET and field inspectors to make standards more practical and effective.

Learn More About the ROII Initiative: https://roiiletter.org/
Explore Upcoming Inspector Empire Builder Events:
https://www.iebcoaching.com/events

Takeaways

Construction-phase inspections help identify defects before they are concealed by finished materials.
Third-party inspections help builders maintain quality and reduce liability.
Efficient scheduling and territory management improve inspection team productivity and profitability.
RESNET standards support residential energy ratings and energy code compliance.
HERS scores measure home energy performance and can support ENERGY STAR certification.
Energy ratings consider insulation, windows, solar heat gain, and building orientation.
Window specifications must be documented to verify energy model accuracy.
Blower door tests measure airtightness and help verify air leakage requirements.
ACCA 310 HVAC performance testing can contribute to additional HERS points.
New standards require proper equipment, training, documentation, and field time.
Clear guidance and reliable testing equipment help inspectors produce accurate, defensible results.
Standards should account for implementation costs, administrative work, and operational efficiency.
ROII advocates for greater transparency around the costs and workload of energy rating requirements.
Inspectors should participate in public comments and industry discussions to improve standards.
Better collaboration between standards organizations and field inspectors can strengthen the industry.

Chapters

00:00 Introduction & Eric Houseman Joins the Show
00:24 Inspector Empire Builder & Upcoming Events
02:05 Trent Fuller’s Construction Inspection Business
03:57 Construction-Phase vs. Home Inspections
05:07 Construction Inspection Services
06:24 Who Pays for Construction Inspections?
07:55 Why Builders Hire Third-Party Inspectors
08:43 Inspection Results & Reinspections
09:44 Managing an Inspection Team
10:29 Scheduling & Service Coordination
12:22 Handling Last-Minute Requests
14:12 Understanding RESNET
14:37 RESNET & Energy Code Compliance
17:31 The Growing Importance of Energy Ratings
18:10 HERS Scores & ENERGY STAR Certification
19:06 Key Factors in Home Energy Ratings
21:13 Window Performance & Energy Modeling
23:33 Blower Door Testing & Airtightness
25:12 Air Changes per Hour & CFM Measurements
27:03 Energy Modeling vs. Field Inspections
27:26 Helping Builders Meet Energy Requirements
28:36 Challenges With RESNET Standards
28:41 ACCA 310 & HVAC Performance Testing
30:59 Implementing New Standards
32:02 Understanding Testing Procedures
33:30 Reliable Equipment & Accurate Results
34:22 The Need for RESNET Transparency
34:33 Introducing the ROII Initiative
35:36 Simplifying Standards Implementation
36:02 Evaluating Time, Equipment & Administrative Costs
38:02 How Inspectors Can Support ROII
39:26 Industry Perspectives on Standards
40:39 Balancing Costs & Benefits
41:34 Improving Inspection Standards
41:50 Understanding the Rater Overhead Impact Index (ROII)
42:25 Closing Remarks & Contact Information

To watch a video version of this podcast, click here: https://youtu.be/DIzBbXZGbWo 

In this episode of the Structure Talk podcast, Reuben Saltzman is joined by Eric Houseman, filling in as co-host while Tessa Murry is on maternity leave. Reuben and Eric dive into a collection of interesting and sometimes surprising home inspection findings from recent inspections.

They discuss everything from a natural-draft water heater backdrafting after a furnace replacement to a leaking shower valve hidden behind a wall, a refrigerator water line leaking into an unfinished basement, an improperly installed AFCI/GFCI breaker, sewer gas coming from an unused standpipe, and a bathtub overflow that was discovered to be leaking. They also discuss a deck with a concentrated point load improperly supported by a ledger board and why documenting defects—even when they aren't considered urgent—is important for home inspectors.

Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events

Takeaways

Training can't cover every defect, so knowing what correct looks like is essential.
Natural-draft gas appliances may require specific utility room access.
Watch for what happens around a shower after extended use.
Run fixtures long enough to reveal hidden leaks.
Use different water temperatures to help identify leak sources.
High-efficiency furnaces can orphan older water heaters and cause backdrafting.
Worst-case conditions can reveal combustion and venting problems.
Infrared cameras can help detect hidden leaks and moisture.
Check inside cabinets and other hidden areas for electrical hazards.
Dry traps in unused standpipes can allow sewer gas into a home.
Small exterior openings can allow pest intrusion.
Test accessible bathtub overflows for leaks.
Filling and draining fixtures can reveal hidden problems.
Document defects even when immediate repairs aren't needed.
Reporting defects helps protect inspectors from future claims.
Important findings should be documented, even if they're not emergencies.
Thorough inspections require curiosity, close observation, and following clues.

Chapters

00:00 Intro & Eric Houseman Fills In as Co-Host
02:11 Inspector Empire Builder Rapid Gain Training
03:21 Eric's Home Projects & Inspection Talk
05:07 How Often Reuben and Eric Inspect in the Field
07:01 Working Alongside Inspectors in the Field
08:43 Interesting Inspection Findings
10:27 Utility Rooms, Gas Appliances & Access Requirements
11:41 Teaching Inspectors What Correct Looks Like
13:17 Eric's First Inspection Finding: A Hidden Shower Leak
16:15 Finding Water Leaking Behind the Shower
17:39 Why Inspectors Run Showers for Extended Periods
18:33 Testing Multiple Fixtures and Identifying Leaks
19:19 Backdrafting Water Heater
20:12 The Problem With an Orphaned Water Heater
21:05 Testing Under Worst-Case Conditions
22:33 Deciding Whether to Repair or Replace an Older Water Heater
24:04 Refrigerator Water Line Leak
25:49 Using Infrared Cameras During Inspections
27:40 Improper AFCI/GFCI Breaker Installation
30:22 Electrical Hazards Hidden Inside Cabinets
32:43 Sewer Gas From a Dry Standpipe
34:17 Exterior Opening and Pest Intrusion
35:19 Testing a Bathtub Overflow
37:06 Why Inspectors Should Test Accessible Overflows
40:00 Simulating Real-World Use During Inspections
41:28 Testing Integrated Sink Overflows
42:15 Concentrated Load on a Deck Ledger
44:39 Why Defects Should Still Be Reported

To watch a video version of this podcast, click here: https://youtu.be/bMFQ70dvop0 

In this episode, Reuben Saltzman welcomes longtime guest Eric Houseman as a co-host and takes a closer look at Eric’s career journey and leadership experience. Eric shares lessons from his time at Home Depot, Discount Tire, and Structure Tech, including why taking care of employees leads to better client experiences and how treating people with dignity and respect can make a difference in challenging situations.

Eric also discusses how his leadership style has evolved, emphasizing autonomy, problem-solving, learning from mistakes, and avoiding micromanagement. He shares some of his life outside of work, including his love for outdoor activities, community theater, family, faith, and disc golf, before wrapping up with details about Inspector Empire Builder’s upcoming Rapid Gain Training.

Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events

Takeaways

Take care of employees so they can take care of clients.
Give employees the tools and autonomy they need to succeed.
Treat people with dignity and respect.
Don’t take difficult customer interactions personally.
Focus on solving problems instead of becoming defensive.
Avoid micromanaging your team.
Encourage employees to bring solutions, not just problems.
Allow people to make mistakes and learn from them.
Failure is part of trying new things and improving.
Trust employees to use good judgment.
Lead people the way you would want to be led.
Leaders Eat Last by Simon Sinek is a valuable leadership resource.
Life and identity should extend beyond your career.
Personal interests and relationships are important outside of work.

Chapters

00:01 Introducing Eric Houseman as Co-Host
01:53 Eric’s Role as Service Manager at Structure Tech
02:51 Trying New Things and Learning From Failure
03:16 Eric’s Career Background
04:06 Starting at Home Depot
06:17 Moving Into Leadership at Home Depot
08:00 Career at Ultimate Electronics and Discount Tire
09:02 Leaving Discount Tire and Finding Home Inspection
10:11 Shadowing a Home Inspection
10:40 Joining Structure Tech
10:56 Leadership Lessons From Discount Tire
11:31 Taking Care of Employees First
13:38 Working Through High-Pressure Environments
15:46 Handling Difficult Customer Situations
17:01 How Eric’s Leadership Style Has Changed
17:55 Autonomy vs. Micromanagement
18:23 Encouraging Employees to Bring Solutions
19:39 Using Good Judgment in Home Inspections
20:46 Eric’s Recommended Leadership Book
22:26 Life and Identity Outside of Work
24:31 Looking Beyond Career and Profession
25:30 Eric’s Outdoor Interests
26:00 Discovering a Love for Community Theater
27:55 Returning to the Stage
28:47 Family, Faith, and Disc Golf
29:41 Inspector Empire Builder Rapid Gain Training
31:03 Tessa Update and Closing

To watch a video version of this podcast, click here: https://youtu.be/sbkwkInH1xg 

In this episode, Reuben Saltzman and Tessa Murry discuss the problems that come with aging galvanized steel drain pipes. Reuben shares a story about a severely clogged kitchen drain at his rental property and explains why replacing old galvanized pipes during a remodel can prevent bigger and more expensive problems later.

They also discuss water heater anode rods, appliance age decoding, and the growing use of AI by home inspectors. After testing several AI tools to determine the age of his furnace, Reuben finds inconsistent results, reinforcing an important reminder: AI can be useful, but inspectors should always verify important information before sharing it with clients.

Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events

Learn how to determine the age of common household appliances with Structure Tech’s Appliance Ages guide:
https://structuretech.com/appliance-age/

Takeaways

Galvanized steel drains corrode internally, allowing buildup to restrict or completely block water flow.
Chemical drain cleaners can damage the protective zinc coating on galvanized pipes and worsen deterioration.
Severely deteriorated galvanized drains may need replacement rather than repeated attempts at cleaning.
Remodeling is an ideal time to replace old galvanized pipes while walls and finished surfaces are already open.
Homeowners with galvanized steel drains should plan on eventually replacing them as they reach the end of their serviceable life.
Anode rods help protect water heater tanks from corrosion, and replacing them when needed can extend the life of the water heater.
Anode rod lifespan and accessibility vary depending on the water heater and water conditions.
Appliance and HVAC equipment ages can often be determined using manufacturer serial numbers and age-decoding resources.
Building Intelligence Center and Swift Reporter are useful resources for determining equipment age.
Reuben tested several AI tools to determine his furnace’s age and received inconsistent results.
Some deeper-thinking AI modes provided correct answers after quicker responses gave incorrect information.
AI can confidently provide inaccurate information, so home inspectors should verify important details before including them in reports or sharing them with clients.

Chapters

02:29 Inspector Empire Builder and AI Tools
09:40 Reuben’s Clogged Kitchen Sink Story
10:42 Problems With Galvanized Steel Drains
12:04 Drain Cleaners and Galvanized Pipes
14:34 Replacing the Galvanized Drain Pipe
20:00 When to Replace Galvanized Steel Drains
23:06 Water Heater Anode Rod Maintenance
26:46 Powered Anode Rods
28:37 Bradford White Anode Rod Design
30:32 Decoding Water Heater Manufacturing Dates
35:00 Determining the Age of Appliances and Equipment
35:31 Equipment Age-Decoding Resources 
37:00 Testing AI to Determine Furnace Age
39:19 Comparing Different AI Tools
39:49 Why You Shouldn’t Always Trust AI
41:04 Reuben and Tessa’s AI Tool Preferences
42:18 The Benefits and Concerns Around AI

To watch a video version of this podcast, click here: https://youtu.be/WxpLRqe6LDk

In this episode, Reuben Saltzman and Tessa Murry are joined by Dillon Winiecki of Protect Property Inspections in Arizona to discuss the growing demand for more detailed new-construction inspections. Dillon shares his journey from firefighter to home inspector, the growth of his company, and why changing consumer expectations present an opportunity for inspectors to provide greater value.

They also explore Arizona’s Registrar of Contractors (ROC) workmanship standards, warranty timelines, builder restrictions, inspection pricing, training, and how understanding state laws and construction standards can help inspectors better protect homeowners.

Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events

Learn more about Dillon Winiecki and his team’s home inspection services in Arizona: https://ppi-az.com/

Follow Protect Property Inspections’ in-house social media influencer for new-construction inspection content and real-world inspection findings:
https://www.instagram.com/jonny.eagle.eye/

Takeaways

Dillon Winiecki began his home inspection career in 2018 after working as a professional firefighter.
Protect Property Inspections has 42 employees, including 24 inspectors, with new construction making up about 85% of its business.
Dillon founded the Inspection Career Training Academy to educate aspiring Arizona home inspectors and recruit new talent.
Changing consumer expectations create an opportunity for inspectors to provide greater value.
Home inspections have expanded to include specialized services, and detailed new-construction inspections are another evolution of the industry.
Arizona’s workmanship requirements provide specific standards and tolerances for documenting construction defects.
Protect Property Inspections includes Arizona ROC workmanship standards directly in its inspection reports.
Dillon believes workmanship standards should be included in comprehensive new-construction inspections rather than offered separately.
Warranty deadlines matter, with some defects requiring documentation before closing or within the first 10 days.
Cosmetic-looking issues can indicate improper installation, including nail pops, bowed walls, tile issues, and missing insulation.
Manufacturer requirements can help inspectors determine whether components were installed correctly.
Builder restrictions may limit access before closing, while inspections after closing may allow inspectors greater access.
Protect Property Inspections offers post-report support to help clients address repairs and navigate ROC complaints.
The company averages about $1,070 for detailed final-walk or 10-day inspections, compared with $850–$860 for typical resale inspections.
Specialized training is essential, with more than 57 training modules focused largely on new construction.
Inspectors should research their state laws, warranties, building standards, and manufacturer requirements.
Detailed inspections can help builders catch workmanship problems earlier, when repairs may be easier and less expensive.
The key takeaway: Detailed new-construction inspections can provide greater value and protection by using clear standards, warranty requirements, and strong documentation.

Chapters

00:00 Introduction and Welcome to the Show
01:30 Introducing Dillon Winiecki
02:11 Inspector Empire Builder and AI Tools
04:02 Dillon’s Journey From Firefighter to Home Inspector
07:00 Growing Protect Property Inspections
08:41 Starting the Inspection Career Training Academy
14:06 The Shift Toward More Detailed New-Construction Inspections
17:48 Changing Consumer Expectations in Home Inspections
19:26 Why Detailed Inspections Are an Opportunity
21:01 Arizona’s Workmanship Laws and Standards
23:25 Protecting and Empowering New-Construction Homeowners
24:01 Giving Inspection Reports More “Teeth”
26:44 Combining Standard and Workmanship Inspections
29:48 Understanding the Arizona Registrar of Contractors (ROC)
31:18 Cosmetic Issues vs. Installation Defects
37:11 Builder Restrictions and Inspection Limitations
39:13 Post-Report Support and Warranty Claims
41:25 Pricing Detailed New-Construction Inspections
44:56 Training Inspectors on Workmanship Requirements
45:48 New Construction as 85% of Dillon’s Business
47:19 Researching State Laws and Warranty Protections
48:45 How Detailed Inspections Can Improve Construction Quality
52:08 The Future of Detailed New-Construction Inspections
52:45 Where to Find Dillon Winiecki
53:37 Closing Thoughts

In this episode, Reuben Saltzman and Tessa Murry are joined by Andrew Harshman of AJF Inspections in Arizona to discuss builder workmanship inspections and the growing demand for detailed inspections of new construction homes. They explore Arizona’s workmanship standards for licensed contractors, how these inspections differ from traditional home inspections, and why homeowners are requesting a closer look at cosmetic and construction defects. Andrew explains how his company structures these inspections, the importance of documenting defects within warranty periods, specialized inspection tools, pricing considerations, builder restrictions, and how inspection companies can create a specialized service around new construction standards.

Here’s the link to Inspector Empire Builder:
https://www.iebcoaching.com/events

Takeaways

Builder workmanship inspections are more detailed than traditional home inspections and focus heavily on cosmetic defects and construction standards.
Arizona has workmanship standards for licensed contractors covering areas such as HVAC, electrical, cabinets, concrete, landscaping, and more.
Some defects must be documented within specific periods, including a 10-day window for certain issues, a one-year window for others, and broader two-year warranty coverage.
A separate workmanship report helps distinguish standards-based findings from recommendations typically included in a regular home inspection report.
These inspections can take two to three times longer than traditional inspections because inspectors document many additional details and cosmetic issues.
Common findings include damaged surfaces, stucco issues, landscaping concerns, improperly positioned light switches, tile problems, shower surround gaps, and electrical equipment that is not level, plumb, or true.
Inspectors may use specialized tools such as gap gauges, tile-tapping tools, and levels to identify workmanship issues that might otherwise be overlooked.
Homeowners should understand that builder workmanship inspections are an additional level of service and are not necessarily included in a standard new construction inspection.
Training a dedicated team and using a separate report template can help inspection companies maintain consistency and efficiency.
Builder restrictions may limit what inspectors can inspect before the homeowner takes ownership, so these limitations should be clearly communicated and documented.
The key takeaway: Builder workmanship inspections can provide significant value for new construction homeowners, but inspectors need clear standards, proper training, specialized tools, and a well-defined scope of service.

Chapters

00:00 Introduction and Welcome to the Show
01:42 Introducing Andrew Harshman of AJF Inspections
02:04 Andrew’s Background and How He Became a Home Inspector
03:47 What Is Launchpad?
05:28 Finding Andrew Harshman Online
05:51 Why Arizona Is Driving the Builder Workmanship Discussion
06:51 Arizona’s Workmanship Standards for Licensed Contractors
08:19 Warranty Periods and Why Documentation Matters
09:23 Blue Tape Inspections vs. Regular Home Inspections
10:31 Creating a Separate Builder Workmanship Inspection Report
11:38 Comparing Arizona’s Standards to Minnesota
12:08 The Role of the Registrar of Contractors
13:27 Types of New Construction and Warranty Inspections
14:53 Pricing Builder Workmanship Inspections
15:24 What Is a Builder Workmanship Inspection?
16:22 Educating Clients About the Additional Service
17:44 Combining New Construction and Warranty Inspections
18:37 Why Homeowners Are Requesting Workmanship Inspections
19:17 Detailed Standards and Nitpicky Inspection Findings
20:43 Do Inspectors Enjoy Doing Builder Workmanship Inspections?
21:04 The Challenges and Benefits of Detailed Inspections
23:07 Building a Specialized Workmanship Inspection Team
24:37 Separate Report Templates for Workmanship Standards
25:36 Why Keeping the Workmanship Report Separate Matters
26:14 Should a Home Inspector Perform the Workmanship Inspection?
27:14 Applying Broad Workmanship Standards to Additional Defects
28:40 Using Specialized Tools to Measure Construction Defects
29:19 How Builders Respond to Detailed Workmanship Inspections
30:10 Electrical Equipment, Levelness, and Acceptable Tolerances
31:20 Why New Construction Homes Aren’t Always Perfect
32:07 Managing Two Inspection Templates During an Inspection
32:37 Training Inspectors to Know the Workmanship Standards
33:26 Documenting Issues That Fall Outside Specific Standards
34:14 How Many Clients Choose the Workmanship Inspection?
35:13 The Value of Clearly Defining Inspection Services
36:20 The Growing Market for Cosmetic Inspection Services
37:06 Creating Workmanship Standards for Different Builders
37:37 Builder Restrictions and Communicating Inspection Limitations
38:56 Specialized Tools and Techniques for Detailed Inspections
40:01 Closing Thoughts and Where to Find Andrew Harshman
41:02 Final Thoughts and Listener Feedback

To watch a video version of this podcast, click here: https://youtu.be/-Tsv9suvZwc 

In this episode, Reuben Saltzman and Tessa Murry discuss kitchen hood fans and exhaust ventilation, focusing on CFM, hood design, ductwork, makeup air, and combustion safety. They explore common ventilation problems found during inspections, explain how excessive exhaust can affect homes, and discuss Minnesota’s makeup-air requirements. The episode also introduces AI-powered calculators to help homeowners determine fan and makeup-air requirements, along with practical tips for improving kitchen ventilation and indoor air quality.

For Reuben's calculator on the Maximum Exhaust Fan Rating Without Makeup Air, go to https://docs.google.com/spreadsheets/d/1VT9XTGvmk7RVMfh4D-_iveF8LyNhYBelOeqSKS6vPds/edit?usp=sharing. 

For the Makeup Air Calculator with Opening Sizing and Home Age, go to https://docs.google.com/spreadsheets/d/1b_899bkGIt8WNK8H6KwrErB9_YO80jAYb2zVy5dIEDk/edit?usp=sharing 

Here’s the link to Inspector Empire Builder:
https://www.iebcoaching.com/events    

Takeaways

Effective kitchen ventilation depends on proper hood design, placement, ductwork, and capture efficiency—not just CFM.
Larger fans can increase energy use and may cause depressurization or backdrafting in homes with combustion appliances.
Common inspection issues include blocked dampers, disconnected ducts, restrictive ductwork, and improperly configured microwave hoods.
Minnesota makeup-air requirements vary based on fan size, home characteristics, and combustion appliances.
AI-powered calculators can help homeowners and inspectors determine appropriate fan, makeup-air, and duct-sizing requirements.
Proper ventilation helps improve indoor air quality, including when using electric cooking appliances.
Homeowners should use exhaust fans while cooking, check exterior dampers, use back burners, and choose properly designed, quieter hoods.
The key takeaway: Good kitchen ventilation is about effective capture and proper system design—not simply installing the largest fan.

Chapters

00:00 Introduction and AI Report Reviewer Update
02:43 Sponsor Spotlight: Inspector Empire Builder and Rapid Gain Training
04:39 Introducing the Kitchen Hood Fan Topic
05:35 Why Kitchen Ventilation Matters for Indoor Air Quality
07:14 CFM vs. Hood Design and Capture Efficiency
08:11 Why Hood Shape and Placement Matter
10:28 Typical Kitchen Hood CFM Ratings
11:40 Oversized Fans and the Energy Penalty
12:15 Makeup Air for High-CFM Exhaust Fans
13:13 How Ductwork Affects Actual CFM
14:42 Duct Restrictions, Exterior Terminals, and Airflow Problems
15:10 Stuck Dampers and Common Inspection Findings
17:20 Microwave Hood Fans and Recirculating Systems
19:17 How Many Homes Have Proper Exterior Kitchen Ventilation?
20:05 Indoor Air Quality, Cooking Pollutants, and Code Requirements
21:03 Gas Cooking, Carbon Monoxide, and Ventilation
22:15 Minnesota Ventilation Requirements
22:58 The Truth About the 300 CFM Makeup-Air Rule
23:28 National Code Requirements for Makeup Air
26:14 Why One-Size-Fits-All Makeup-Air Rules Can Be Problematic
27:39 Backdrafting Risks in Tight Homes
28:59 Reuben's New AI-Powered Maximum CFM Calculator
30:39 Factors Used in the Minnesota CFM Calculation
32:50 When a 300 CFM Fan Requires a Calculation
33:31 Calculating Makeup-Air Requirements and Duct Size
34:25 AI-Powered Makeup-Air Calculator
35:23 Making Complex Code Calculations Easier
37:03 Minnesota Code Exceptions and Combustion Safety Testing
38:22 Worst-Case Depressurization Testing
39:06 When Makeup Air May Be Avoided
40:31 Practical Kitchen Ventilation Tips
41:13 Using Back Burners and Choosing a Quiet Hood
41:54 Microwave Vents vs. Proper Capture Hoods
44:30 Why Capture Efficiency Matters More Than CFM Alone
45:25 The Difference an Exhaust Fan Makes in an Airtight Home
47:49 Closing Thoughts and Listener Feedback 

To watch a video version of this podcast, click here: https://youtu.be/vwDEHoyPgG4 

In this episode, Reuben Saltzman, Tessa Murry, and Eric Houseman share some of the most memorable and unusual service inquiries they've encountered in the home inspection industry. From clients complaining about issues already documented in the inspection report to hidden defects concealed behind artwork and inaccessible attics, the conversation explores the challenges inspectors face when managing expectations after a home purchase.

Takeaways

Managing client expectations before, during, and after an inspection is critical to customer satisfaction.
Many service inquiries originate from misunderstandings about what a home inspection can and cannot uncover.
Home inspectors are not required to move personal property, remove artwork, or access concealed areas that are not readily accessible.
Hidden defects behind furnishings, artwork, insulation, or inaccessible spaces often become points of contention after a sale.
Contractor opinions provided after an inspection do not automatically mean the inspector made a mistake.
Home inspectors are not code inspectors, and older homes often contain conditions that would not meet current codes but are still functioning. Strong documentation, photographs, videos, and clear report writing help protect inspectors when questions arise later.
AI can be a valuable quality-control tool by reviewing inspection reports for inconsistencies, missing comments, and reporting standards.
Structure Tech has begun implementing an AI-powered report review process using uploaded procedures, style guides, and inspection requirements.
Even experienced inspectors occasionally miss obvious issues, which can impact client confidence in the report.
Showing up, listening, and communicating directly with clients often resolves concerns better than lengthy back-and-forth correspondence
Most home inspection complaints are relatively rare, especially when a company has strong training, processes, and quality control systems in place.
A dedicated service manager can help objectively handle complaints without the emotional attachment inspectors may have to their own reports.
Building trust through transparency and responsiveness is often more important than determining who is right or wrong.
Continuous improvement through technology, training, and customer feedback strengthens both inspection quality and customer experience.

Chapters

00:00 Introduction and Weather Updates
02:43 Inspection Fuel Conference and Sponsor Spotlight
04:19 Listener Feedback on Cosmetic Defects and Reporting Standards
09:54 Real Estate Agents, Buyer Expectations, and New Construction Inspections
11:31 Introducing AI-Powered Home Inspection Report Reviews
18:41 Free vs. Paid AI Tools and Early Results
19:54 Crazy Complaint #1: The Client Who Never Opened the Report
22:23 Crazy Complaint #2: Garage Door Opener That Was Actually Locked
26:24 Crazy Complaint #3: Hidden Drywall Damage Behind Artwork
29:17 When Does a Refund Make Sense?
32:57 Complaint Statistics and Customer Service Insights
35:12 Crazy Complaint #4: Hidden Attic Access and Undisclosed Structural Repairs
42:46 Crazy Complaint #5: Water Heater Code Upgrade Disputes
46:02 Crazy Complaint #6: "Illegal" Plumbing Connections and Contractor Claims
50:20 Standing Behind Accurate Findings and Industry Expertise
53:06 Crazy Complaint #7: Cracked Heat Exchanger Discovered After Closing
55:03 Lessons Learned and Final Thoughts on Service Inquiries
56:17 Closing Remarks and Contact Information

To watch a video version of this podcast, click here: https://youtu.be/FFgBErKxCHs 

In this episode, Reuben Saltzman and Tessa Murry tackle a question that's becoming increasingly common in the home inspection industry: Should home inspectors report cosmetic defects in new construction homes? From nail pops and scuff marks to drywall imperfections, they explore the growing expectations of homebuyers, the role of inspection standards, and whether inspectors should adapt their services to meet changing consumer demands. They also discuss builder performance guidelines, the balance between cosmetic concerns and material defects, and why this conversation could shape the future of new construction inspections 

Takeaways

Homebuyers are placing greater emphasis on cosmetic imperfections in new construction homes.
Home inspectors must balance identifying material defects while managing client expectations.
Cosmetic issues such as nail pops, scuffs, and minor drywall imperfections are becoming a frequent source of concern.
Some inspection companies heavily document cosmetic defects, while others focus primarily on safety, performance, and structural issues.
Inspectors should clearly communicate the scope and limitations of a home inspection before beginning.
Industry standards of practice generally prioritize material defects over cosmetic concerns.
The National Association of Home Builders' Residential Construction Performance Guidelines provide useful benchmarks for evaluating workmanship.
Performance guidelines distinguish between acceptable cosmetic imperfections and warrantable defects.
Many cosmetic defects are only considered excessive when visible under normal lighting from approximately six feet away.
Builders may have their own warranty standards, making expectations vary from one company to another.
Cosmetic walkthroughs could become an additional service offering, though they require significantly more inspection time.
Thorough inspections should continue to prioritize issues affecting safety, functionality, durability, and performance.
Client expectations continue to evolve, and inspection companies may need to adapt their services accordingly.
Listening to feedback and analyzing recurring client concerns can help improve inspection processes.
Ongoing conversations with builders and inspectors are essential for developing practical industry standards around cosmetic reporting.

Chapters

00:00 Introduction and Personal Updates
04:19 Why Cosmetic Defects Are Becoming a Bigger Issue
06:22 Comparing Home Inspection Reports on New Construction
10:10 What Do Homebuyers Really Expect?
12:09 Existing Standards and Builder Performance Guidelines
17:10 Minnesota Statutes and Builder Responsibilities
20:33 Understanding Cosmetic Performance Standards
25:00 Builder Guidelines vs. Home Inspection Standards
27:18 Should Inspectors Document Cosmetic Defects?
31:27 Where Should Inspectors Draw the Line?
35:30 Meeting Client Expectations Without Expanding Scope
37:34 Looking Ahead: Continuing the Conversation

To watch a video version of this podcast, click here: https://youtu.be/NZSMT78oKmQ

In this episode, Reuben Saltzman, Tessa Murry, and Eric Houseman delve into the craziest service inquiries and complaints home inspectors face, emphasizing the importance of communication, empathy, and proper process. They share real stories, lessons learned, and strategies to handle difficult situations effectively.

Takeaways

Most customer complaints come from miscommunication and unclear expectations.
Set clear expectations before, during, and after the inspection.
Listen first and fully understand the client's concern before responding.
Show empathy and remain professional when handling complaints.
Follow a consistent process for resolving service inquiries.
Gather all facts before making conclusions or offering solutions.
Track and analyze service inquiries to identify recurring issues.
Use complaint trends to improve processes and team training.
New construction homes can still have defects and require thorough inspections.
Educate clients on the value and limitations of home inspections.
Keep detailed documentation, including notes, photos, and communication records.
Clear documentation helps resolve disputes and protects the business.
Be responsive and follow up with clients to build trust.
Maintain professionalism when dealing with unpaid clients and report access.
Establish and communicate clear payment policies.
Build strong relationships with both clients and real estate agents.
Focus on factual, objective findings rather than assigning blame.
View complaints as opportunities for learning and continuous improvement.
Strong communication, empathy, and consistency lead to better customer satisfaction.

Chapters

00:00 Introduction and Personal Updates
02:15 Understanding Service Inquiries
06:49 The Process of Handling Complaints
11:39 Trends in New Construction Complaints
15:39 Tracking Service Inquiries
21:16 Customer Service Philosophy
24:29 The Importance of Showing Up
28:25 Navigating Client Relationships
30:42 Handling Service Inquiries
35:57 Learning from Inspection Experiences
44:19 The Role of Agents in Home Inspections