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Complaint Details
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Initial Complaint
06/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
4/28/2023 was when the job was started. the price $3095.00 down payment was half = $1547.50 the rest due on completion of job. They were supposed to spray entire ceiling of crawl space and they did not even complete half of the job. I called salesman several times gave me the runaround saying price was for half of crawl space. Why would I want only half done? All the other companies that came out were all in the same price range for entire crawl space. They were going to put the last payment into collections. I have 800+ credit score which I did not want to ruin so I paid in full. I tried talking to manger about this matter and he said we would have a conference call with salesman, manager and myself ,that never happened either. I called back several more times nothing. i would like the company to reimburse me for the half job that they did. I have never had a problem like this before ,it was very stressful!!
Business response
07/03/2023
Customer was only quoted to re-foam an area of the crawl that was damaged due to a water leak. This worked out to be about half of the footprint of the home. The foam was removed from the area by others. This area was prepared by the customer. Then it was scheduled to be to be sprayed by US Insulation, which we did as requested. You can see the different colors of foam in the photos provided. We cannot spray over existing foam, that is why the undamaged foam was left in the crawl area by the customer.
It is clear the customer only prepared and expected new spray foam in a portion of the crawl space. I tried to reach the customer but was told he was in ***** and had spotty service. When the customer returned from his vacation, he paid his bill in full as he agreed to.
There is not a credit due on this job, but I am open to discussing future opportunities to redeem the faith of the customer.
Initial Complaint
01/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Job not completed. Spray foam: I was advised all plumbing would be boxed in and insulated with a different product prior to spray foam. Not done. Company was advised of this. I was to receive 4.5” equal to R 31.5 of spray foam, most of the job is only 3.4” of foam. Cellulose: I was supposed to receive R-38 value as per town regulations. Company advised it would be 12-14” deep. Is only 7” deep. Company was advised of this. Have been waiting 6 weeks for completion of the job. Was patient though the holidays even when my tub drain froze on Christmas Day. Have been in contact with the company who continually states job will be completed. I would like the job completed, my rebate paperwork completed and a sizable discount as my heating costs are increased by not having the proper R Values.Business response
01/30/2023
Customer never reached out to branch with any concerns over job being incomplete or improperly installed. We have been sending invoices to the customer for final payment without any response.
The 1st communication about any displeasure was this complaint to BBB.
We promptly contacted the customer and went to the property to inspect areas of concern. Our representative took numerous measurements and photos. Upon inspection it was confirmed that the insulation is installed to the proper depth as requested.
Customer signed a proposal for R30 not R38. Customer received an R30 from US Insulation as requested.
Customer response
02/06/2023
Complaint: ********
I am rejecting this response because:The company representative was notified. The representative couldn't have measured or photographed the insulation as he did not enter my home.
Sincerely,
*** **** ***** *****Business response
02/10/2023
Turned over to our attorney for collection of balance.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.