Customer Complaint Training – Dishwasher Leaking
CUSTOMER COMPLAINT – After the buyer’s had moved into the property they operated the dishwasher and there was leaking which caused extensive damage to the flooring. They emailed into the office to let us know that since we didn’t inspect the dishwasher that we were liable for all of the damage and needed to buy them a new dishwasher.
PROCEDURE – When the inspector first arrives to the property one of the initial things that should be done is turning on the dishwasher to get it started through a normal cycle. This can sometimes take a couple of hours so you would want to do this at the beginning of the inspection. Before you start the dishwasher you should open it up and make sure there aren’t any stored items inside that could be damaged and you should also check to make sure the water lines are connected. When you start this cycle you should go into the dishwasher section of the report to take a picture of the outside of the dishwasher to time stamp when you started the dishwasher. After the dishwasher completes the cycle the inspector will open the door and pull out the bottom rack to take a picture of the inside of the dishwasher showing it has drained and heated up (have infrared thermometer in this picture to show the temperature). The final picture that should be taken is under the sink to show that there was no leaking during the operation.
RESOLUTION – In the report provided to the client the inspector called out the dishwasher under Repair/Replace because the water was turned off. According to InterNACHI standards we are not required to operate any valves during the course of a general home inspection. This is why the inspector called this out as a Repair/Replace comment in the report because usually when water is shut off to a specific appliance it could mean that there are possible leaks, so we recommend further evaluation by a qualified contractor. This was explained to the client and they understood that there was nothing else we could have done so the situation was resolved with all parties being satisfied with the outcome.