Rechecks, Pushbacks, Follow up needed, Chargebacks

Good Afternoon Reps:

As we continue to see our volumes rise, and the addition of new clients we are seeing more pushbacks and late inspections. I wanted to go over a few issues that are resulting in rechecks, RTV’s, pushbacks, follow ups, chargebacks, and no pays. Our goal is to get the job done right the first time. Please review all the bullet points below.

• NO ACCESS for INTERIOR or EXTERIOR inspections. YOU MUST CALL PNA from the property. Our clients are requiring us to call in for all no access inspections.

• Read and Follow ALL of the Instructions. If you cannot complete an inspection as ordered or any part of the instructions, CALL PNA and MAKE COMMENTS.

• If you find a house that is not secure. Close the door if possible and take photos showing both unsecured, and photos showing door was closed when you left. If the door will not close, CALL PNA as we need to let the client know right away that the door was left open. MAKE COMMENTS.

• DAMAGES must be photographed, reported on the form, AND stated in the comments. All three of these are required. Make sure you get photos of any missing appliances such as A/C (EXTERIOR), and (IF INTERIOR), Furnace, Hot Water Heater, and Kitchen Appliances. We just received a $7,000 claim because we took photos of damage, but did not report on the form or in the comments. This damage came after we initially reported some old damage. Someone busted out the slider, stole all of the appliances, copper, and vandalized the sheetrock. This should have been reported as new damage, but the rep failed to mark the form for new damages. Photos are used for validation. The client’s do not necessarily look at all of the photos unless there is an audit, discrepancy, missing photo, or new damage.

• DUE DATES are not negotiable. The clients order inspections in cycles/windows. The window has a beginning and an end date. We cannot complete them early or late. If you see that you cannot complete an inspection on time, it is your responsibility to advise PNA. You will be charged back for late or incomplete work orders.

• POSTINGS (require 2 photos, one close, one at a distance), VACANCY CERTIFICATIONS (ARE NOT postings, photo only), DOOR HANGERS/LETTERS (are to be placed in white envelope marked confidential, require photos if left on door. DOOR HANGERS are not postings, never leave in mailboxes or on gates, or open face showing the confidential information.) ALL POSTINGS, VACANCY CERTS, DOOR HANGERS, LETTERS ARE CLIENT SPECIFIC, THEY ARE NOT INTERCHANGEABLE.

• NO CONTACT, PCR, BANKRUPTCY inspections. Do not go onto the property, take photos from a public access such as the street. Since you cannot go onto the property, then there will never be any postings.

• Never send in an inspection as a bad address unless you call PNA first. 99 times out of 100, we can find it.

Remember our clients require 98% compliance. Please do not think that you are the only one contributing to the 2%. For Example: we have had 100 PCR inspections so far in April with 6 failures for a scorecard of 94%. If you have any questions concerning an inspection do not hesitate to call the office. I have attached a copy of our contact list. This list shows the personnel that manage each account.

I appreciate the job you do. Keep up the good work.