I do not know enough about this situation to accurately comment on what my view point is. I have not studied either sides opinion or looked into the statements made on any site.
That being said I am positive that each one of us, as I have seen in the past would attempt to defend our company name against a client making negative comments.
Is Thornberry response as a civil suit excessive? It may very well be, Again I do not know each example or conversation neither do you.
I believe that Mr Cavanaugh believes that the service was not in the best interest of his business; however it also appears that a common complaint among those who do not use the services has appeared. Mr. Cavanaugh knows of at least 4 of his 10 submissions used the concierge service making RWS a Nice Lump of Money.
Could there be some bitterness in feeling possibility that RWS made more money from the client that Mr Cavanaugh made from the inspection. We dont know.
Based on screeshots provided in the post I do see that allegedly Mr Cavanaugh was picking who to submit for the RWS services and not submitting all of his inspections as per the contract agreement.
at least 40% of his submitted clients utilized the services, and 10% filed a successful claim. Again we do not have proof that the claim was successful.
If there were indeed more claim attempts filed and those clients happened to not be part of the RWS service then they would rightfully be denied. Again we do not know those numbers.
In summary I can say from my own experience.
I have been using RWS for close to 3 years. I stopped using the service around 1.5 years ago but i did not close my account I simply stopped submitting.
RWS contacted me a couple of times to see why the submissions stopped or if there was anything that they could do to assist me. I informed them that I was taking a redesign approach of my business and working out some areas. I did not want to complicate things with added services and would be in contact when I was ready to move forward.
There were no threats or lawsuits just a simple Let us know when you are ready to get started again.
I have had 1 client during that time attempt to submit a claim to RWS based on information found on my site. RWS responded to the client went over the report with them and calmed the client down.
RWS also contacted me to follow up informing me that someone was trying to file a claim and asked if I needed any assistance.
I do not recall any of my clients that have seen active to the RWS programs submitting claims.
I do not know if any have ever used the Concierge services.
I do not know if any have ever had an alarm system installed.
I have never received a complaint about a third party contacting my clients.
In any of these programs there is usually an option of
- $$ kickback per alarm sale
- Discount on alarm intall to the client
- reduced pricing on inspectors cost
- Money back to the client.
I always choose the discount or money to the client rather than profit to myself.
These in my mind are an added service to my client not a revenue source for myself.
I think some inspectors are too obsessed with who is making more money that providing services.
In response to Mr. Cavanaughs current warranty offering there are state rules that outline a warranty or guarantee. I hope that those rules are being adhered to.