ComplaintsforAll Florida Insulation, LLC

• Initial Complaint

  09/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  8/17/2023 This business has a **** Energy logo on their website, and upon checking, they are advertised as part of the "Attic Insulation Upgrade" rebate program with ****. This program offers a rebate for upgrading or adding insulation to an attic up to R38. The sales person came to make an estimate and we mentioned **** program and we discussed insulating the attic, the walls, and air sealing the attic. They sent the proposition later. The proposition invoice did not include a discount from the ****'s rebate, so I reminded the person about it. The person sent a proposition for the insulation of the attic alone. I talked to **** Energy person in charge locally, Luis L*****, and they assured me that this proposal would be covered by the program for the item of attic insulation. The other things are not related to **** so they do not matter for the purpose of the program, they said. Among the solutions discussed, One of them was having 2 invoices, one for the Attic insulation, and 1 for the other tasks. This alternative was brought to the attention of the All Florida Insulation office manager, but they refused to provide the advertised discount if I wanted the rest of the items in the work order. So if I wanted to get the job completed, I would have to renounce to the discount. They also refused to split the work items in two invoices(as suggested by **** energy rep). In fact, when we presented this alternative, they said that they refuse working for us. So they are not intending to honor the advertised discount.

  Business response

  09/28/2023

   While we are sorry that you are unhappy with the results of our contact with you, it is not up to us to alter ****'s program guidelines. We were on the phone with **** while you were speaking with our office. The office manager and salesperson were uncomfortable with the conversation as well as the Power company. It is within our right to decline your business as we did respectfully. We are not the sole provider for **** and you have other options to turn to. It is well within our purview that we do not pursue your business. We offered alternative ways to accomplish what you wanted to do outside the **** program guidelines of which you were unhappy with. I cannot and will not risk my relationship with **** over this. 

  Business response

  10/11/2023

  1- I do not have the ability to change **** Energy rebate policy. 

  2- 18 years of doing installs for **** Energy with ZERO issues

  3- I don't make the rules I follow them. 

  4-We priced out the work items that you wanted at the best possible price to help out on the cost because of the lack of Rebate

  5- I don't have anything in writing from **** authorizing me to do what you want. 

  6- You made my employees uncomfortable by trying to work around the **** Program in questionable ways that have never be authorized in the past. 

  7- As I pointed out in earlier comments, we respectfully declined the work. There is nothing wrong with that. It's not a good fit for us. There is no sense in forcing someone to do business together. It either fits well or you don't do it all. 

  Customer response

  10/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  "1- I do not have the ability to change **** Energy rebate policy."
  No change on it was requested. We just were victim of a "bait and switch" The attitude of the company changed when there was a rebate involved.
  
  "2- 18 years of doing installs for **** Energy with ZERO issues."
  What happened in those years, do not erase the situation in this case.
  
  "3- I don't make the rules I follow them. "
  If a job is avoided when a discount is presented, the rules are not being followed.
  
  "4-We priced out the work items that you wanted at the best possible price to help out on the cost because of the lack of Rebate"
  I'm not sure I understand, but this seems to imply that if there was a rebate involved, I the intent was to overcharge me if I wanted to use a rebate. This would be a questionable business practice.
  
  "5- I don't have anything in writing from **** authorizing me to do what you want. "
  The person in charge of the rebate program locally, Luis L***** contacted you. They said that they talked to you or your representative and that they would cover the rebate without problem. Your communications also state that you talked to Luis and that also copied them on the emails. Their email copied from your replies has the official address *************************** . During the communication we had, the identity of the **** energy rebate program manager was never put into question, and no written authorization was requested.
  
  "6- You made my employees uncomfortable by trying to work around the **** Program in questionable ways that have never be authorized in the past. "
  I was polite the whole time, and also tried to do things through the proper channels to make sure that I was not being a victim of a scam or a fraud. Luis L***** ( *************************** ) had communication with both of us, and it was he who suggested to request the work to be done in the ways outlined in the email. There was nothing questionable about it, because they are "the ones who make the rules", and they were fine with it.
  
  "7- As I pointed out in earlier comments, we respectfully declined the work. There is nothing wrong with that. It's not a good fit for us. There is no sense in forcing someone to do business together. It either fits well or you don't do it all. "
  I do not wish to work with this company anymore, and that is not the point. The point is that the company benefits from a program and advertising from **** Energy, but when a rebate is mentioned, suddenly the tune changes. That is a questionable business practice and I think that is what BBB is to protect the consumers against.
  
  
  
  Sincerely,
  
  **** ****** ******

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