ComplaintsforInsulated Wall Systems, Inc.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insulated wall systems installed new siding at my residence. When one of my ** units stopped working the technician detected a leak in one of the ** lines from the attic caused by a nail perforating the line. ************** refuses to ************* and is not answering texts. The leak caused the unit to burn out as it was running without refrigerant (caused by the leak)

  Business response

  03/15/2023

  My company was hired to replace the defective siding on ********************* home then paint the new siding along with the rest of the home's exterior.  Substantial damage was found behind the siding on the chimney chase that required structural repairs.  ***************** witnessed the damage and asked us to make the repairs.  She was very happy to see all the rotten framing replaced, however, when it came time to pay for it, she resisted and complained about the amount. I told her the amount charged was just for the materials and labor.  I offered to show the receipts and have my workers tell her in person how much their labor was to prove I didn't **** the price up one *****.  I certainly could have, the repair work was very difficult as the rotten framing went from the ground floor of the chimney chase up and through the porch ceiling and roof.  Rather than show appreciation for rebuilding part of her home, she was angry that she had to pay for it.  This became a common theme with her.  Once work was completed and payment was due, she got angry and complained.

  After the painting was completed, she came up with a list of complaints and refused to pay one ***** until they were resolved.  She complained about paint on the glass of her windows and falsely accused the painter of not covering her windows with plastic. There was some paint on the glass of ONE window that the painter promptly cleaned off. Even after the paint was removed she continued to complain about it.  She seemed much more interested in complaining than resolving issues that are  common and easily resolved.  There were some staples in the trim around back door that held some type of screen.  She was outraged that all of the staples weren't removed.  I explained to her that we don't remove things like that unless we are specifically asked to do so. We really don't have the ability to read our customer's mind.  I offered to have the painter remove the staples, however, she angrily rejected the offer and said something like it would leave holes if they were removed. Go figure.  Some people can't be pleased.  She also claimed there was overspray on some of her outdoor patio furniture and some light fixtures inside her screened porch.  The patio furniture was so dirty that it wasn't possible to tell if that was actually any paint on it. The painter returned again and again to clean the areas, even though he denied getting paint on them.  ***************** continued to refuse to pay even though we had completely finished painting her home. She refused our offer to continue working on the items she complained about.  Instead, she decided to keep a substantial sum of the money she owed until all issues were resolved.  As of today, she has neither paid the full amount nor provided us with a list of any outstanding items. Apparently, she just wanted to give herself a discount.

  A few weeks later she calls to complain about a problem with her air conditioner.  Based on her previous behavior, I requested that all correspondence be in writing. I have yet to receive anything from her or the AC technician. Once that information is received, then it will be addressed.

  Customer response

  03/20/2023

   
  Complaint: 19551908
  
  I am rejecting this response because:

  1. ************** was provided a detailed hard copy description and cost estimate of damage to our AC system caused by his contractors.  We are awaiting ****************** response. 

  2. ****************** description of problems encountered is inaccurate. He became aggressive and dismissive when damage and poor quality workmanship were pointed out. We provided detailed pictures as proof. Some, not all, were corrected. 

  3. When we requested a detailed accounting of the additional cost accrued, ************** responded with personal insults. We paid ************** the agreed upon amount for services provided, and have yet to receive a receipt and warranty information. 

  
  Sincerely,
  
  ***********************

  Business response

  04/03/2023

  I was out of town last week for Spring Break with my son.  Upon returning this weekend, I received certified mail from ***************** that I will respond to in a timely manner. I requested that ***************** communicate with me in writing based on her history of being dishonest and exaggerating circumstances to present her issues in a false light.  I will attach my response to her letter here with the BBB as soon as possible. 

  Customer response

  04/20/2023

   
  Complaint: 19551908
  
  I am rejecting this response because:
  

  Thank you for the opportunity to consider re-opening the complaint against Insulated Wall Systems (*******************).
   
  ************** did not provide a constructive reply via the BBB portal, but rather chose to email the homeowners directly. He took longer than requested to reply, and the homeowners also had to loop in the ** technician familiar with the case into the conversation to correct **************** misrepresentations.
  We are attaching two pdf documents:  the email conversation as well as photos of outstanding work to be completed before outstanding payment will be issued.
  The below is the reply we wish to submit to reply to **************** direct email.
  We appreciate the follow up, please let us know what we can expect as next steps.
   
  All the best,
  ***** and **************************; 
   
  TO BE POSTE VIA BBB PORTAL in reply:
  This is in reply to an email received from *******************, owner of Insulated Wall Systems.
  ************** replied to our BBB complaint and certified letter via email. He did not provide a reply via the BBB portal. Please see Attachment 1 for complete email correspondence. The tone of his reply is condescending, insulting and full of misrepresentations of the situation at hand. In detail:
  ISSUE 1:
  The main complaint we are bringing forward towards Insulated Wall Systems, of which ************** is the owner, is the damage to our ** coolant line during siding installation. A puncture in the coolant line resulted in the ** unit burning out, a complete loss of the unit in addition to the need to install a new ** line. Prior to replying to my complaint, ************** spoke to my ** technician on 4/7/2023. The technician explained the problem and damage to the unit, the urgency to connect with him when the problem was discovered and the need for extensive repairs caused by the coolant leak. When recounting this conversation in his email reply however, ************** presents our ** unit as After speaking to your ** technician at length, I am aware your unit was very old and likely on the brink of failure. Im sure theres nothing you would love more than for me to buy a brand-new ** system for you. As documented (see Attachment 1), we asked the technician to validate this statement. The tech writes back to **************: The unit at the Warner household was not old and was regularly maintained. It was in perfect working condition and was intended to work for many years to come before the line leak and the damage it caused.
  The technician also stated that ************** confirmed that this happens a few times a year, and in those cases he only covers the cost of line replacement. The costs for repairs and diagnostics on our ** unit add up to almost $5,000. As stated before, we are willing to work with **************** insurance to file a claim to recover our expenses. His workers caused the damage, his company is responsible for the repair and replacement costs. ************** is offering us $1300 to settle the issue. We decline his settlement offer.
   
  ISSUE 2:
  The complete cost of the siding installation, exterior painting and gutter replacement exceeded $26,000. We paid the final amount withholding a fraction of that amount because we wanted to make sure that timely payment is issued to the subcontractors ************** employs. We trusted that the amount due would motivate timely completion of outstanding work. See Attachment 2 for a detailed breakdown of outstanding corrections needed. To date, ************** made no attempts to collect the outstanding amount and did not answer calls trying to follow up on outstanding work. He now accuses us of stealing from his company. We are prepared to pay the amount due once repairs and cleanup are completed.
  ************** has not provided the homeowners with warranty paperwork.
   
  ISSUE 3:
  ************** accuses us of libel, though the ONE survey result we submitted to his highly censored company website is nowhere to be found. In fact, the only reviews one can find for Insulated Wall Systems are on his company website. There are no ******* Yelp or other reviews for his company. Further, ************** has a rich history of responding to unfavorable reviews in a similar insulting and threatening way as can be viewed HERE and HERE. Links also below. The homeowners are not interested in dissecting and addressing **************** many misrepresentations one by one. Again, we ask him to be professional and refrain from personal insults.
  *****************************************************************************************************
  *****************************************************************************************************
   
  ISSUE 3:
  ************** is threatening a lawsuit to recover the fair market value of work performed. All additional work performed by his subcontracted painter was to correct paint splatter on 1. The porch ceiling and 2. Fixtures. Photos can be provided as proof.
   

  
  Sincerely,
  
  ***********************

  Business response

  04/28/2023

   

  Here is my response to *************** back on 4-10-23

  Since I am often traveling, and not in the office, It is much quicker and easier to reply to ***************** by directly emailing her.

  The BBB portal requires a separate log in, password and time limit before the link expires.

  However, if she wishes to use this portal for all correspondence, that's fine with me.  It will just take longer.

  Her recent post also includes false statements.  There was no agreement that she would hold money back to ensure

  I paid subcontractors.  Where is your proof of this agreement *****************? There is none.  This also contradicts her

  earlier statement that she had paid for everything, and is another example of why I will only communicate with her in

  writing.  Where is your list of outstanding work that you wanted done that pre-dates this complaint?? Once again,

  there is none.  You told me not to send my painter back because you wanted to keep the money you owed for 

  yourself, and that's exactly what you did.

  I'm not interested in her AC technician's assessment of her system.  The bottom line is that even if we did 

  accidentally place a nail through the freon line, we would only be responsible for repairing the line and re-filling

  it with freon.  Just because the freon leaked out doesn't mean the system will be destroyed.  If it did, then it's 

  because she negligently ran the system to the point of damaging it.  I have made a generous offer, she can take

  it or leave it.

  *******************

  
  

  Hello Mrs. ******,
  
  Thank you for your certified letter. Its a perfect example of why I will only
  communicate with you in writing.
  
  Your claim that the damage to your AC unit is extensive and was caused
  by my workers negligence to exercise due care is false or, at the very least,
  a great exaggeration.  Your pattern of this behavior is why I want to all
  communication to be in writing.
   
  Your excuse for phone and text bombing me on March 6 is also false.  I have
  spoken to your AC technician and he denies telling you that he urgently
  needed to contact me.  After repeated calls and texts, I explained to you that
  I was in a seminar and couldnt talk at that time.   Thats all I said to you other
  than noting that the immediate and repetitive nature of your calls and texts
  were becoming harassment.  At NO time ever did I make it clear that I was
  Unwilling to take responsibility nor did I insult you in any way shape or form.
  Your pattern of reckless, self-serving, false accusations against me and my
  workers needs to stop immediately.  
  
  Just because you think something is urgent, doesnt mean that it is nor does
  it mean that my world must come to an immediate stop so that I can focus
  all of my attention on you. Repeatedly calling me and texting me with threats
  of legal action didnt change any of that. You are not the kind of person that
  deserves immediate customer service.
  
  My company installs siding and windows, we are not in the air conditioning
  business. There is nothing we could have done on March 6 since we are not
  qualified to work on or otherwise detect problems with your AC system.  Nor
  did I have any information that would have assisted your technician. Your
  attack that day, served no purpose other than to display your rude, aggressive
  behavior.
  
   If a nail that we used to install your new siding did in fact puncture a cooling
  pipe for your AC unit, it doesnt automatically mean my workers were negligent, 
  failed to exercise due care or are responsible for repairing it, much less buying
  a brand-new AC system for you.
  
  The exterior walls of your home have electric wires, plumbing pipes, HVAC pipes
  and more throughout them. Those items are hidden by insulation and 4 x 8 sheets
  of sheathing that envelope the house.   They cannot be seen when we are
  installing your new siding.  We must assume that they are located in the areas
  within the wall as prescribed by the relevant building codes. Often, they are not
  because of careless construction techniques or because of do it yourself 
  projects done by homeowners that are unaware of building codes or the potential
  hazards they are creating for future workers.  We are not responsible for problems
  created by others.
  
  My workers are trained to install siding by nailing it to the studs in the wall. Just
  like the electric wires and pipes that are hidden behind the 4x8 sheathing, so are
  the studs we need to nail to.  It takes lots of experience to become skilled at this.
  Typically, we are looking for the nailing patterns in the sheathing to determine
  where the studs are located. Those nailing patterns are not perfect because those
  installers often missed the studs here and there all around the house. Also, studs
  are not perfectly straight or square and are often slightly twisted. If we miss a stud
  or if a nail enters a stud but exits the side, then there is the potential for it to hit
  something other than the insulation in the wall. The nails we use are specifically
  sized to accommodate this. They are not long enough to penetrate more than
  approximately 1/3 of the distance through the stud. Therefore, electric wires and
  pipes that are properly centered on the studs, should not be in danger.  Our contact
  clear states ... "Contractor not responsible for damage to property inside home
  or normal wear and tear that is necessary to perform the acts required to complete
  the work detailed above".
  
  I have explained the siding installation process in great detail so that you will
  understand that your anger, rush to judgment and accusations of negligence 
  and failure to exercise due care are unfounded and premature. Although,
  unfortunately, not unexpected coming from you.
  
  I have read your complaints posted to the Better Business Bureau and elsewhere.
  They also contain false and libelous accusations. You have not paid for all of the
  work we did to your home last fall. You repeatedly refuse to pay one ***** for the
  complete exterior painting of your home. You did this by continually nitpicking
  and make false and/or exaggerated claims about paint mist on your dirty outdoor
  furniture, a few cheap light fixtures inside your screen porch and the finish of the
  red paint used on your front door, that we painted 5 times.  
  
  After bending over backwards to repeatedly inspect your complaints myself,
  then sending my painter back to your home, you finally agreed to leave a
  check outside for me that was appx. $500 less than you owed. There was no
  agreement.  You were holding the money you owed hostage while making me
  and my painter jump through every hoop you could come up with. All the while,
  expressing anger and hostility, that everything hadnt been done perfectly to
  your standards and satisfaction.
  
  I didnt see any of that in your negative reviews of my company. Nor did I see any
  mention of the repeated attempts we made to satisfy every nit-picky complaint
  you made, nor did I see any mention of the painting of your screen porch ceiling,
  that you were never charged for, nor did you mention rejecting my offer to continue
  working on your questionable complaints. Instead, you just decided to help yourself
  to a $472 dollar discount. Of course, you didn't mention that in your reviews either!
  
  All the work, and more, was done. You havent paid for it, and you know it. Thats
  stealing any way you look at it.
  
  After speaking to your AC technician at length, I am aware that your unit was very
  old and likely on the brink of failure. Im sure theres nothing you would love more
  than for me to buy a brand-new AC system for you.  Just like the extensive framing
  repairs we had to do to your rotten chimney chase and roof. You were sweet as pie
  while we were buying additional supplies and doing the hard work, then unappreciative
  and hostile when asked to pay for it. 
  
  My philosophy is that life is too short to deal with people like you more than absolutely
  necessary. Therefore, rather than arguing about the location of the cooling line and
  whether or not I have any responsibility for it, Im willing to pay the $1,850 your
  technician said it costs to install a new cooling line and fill it with refrigerant, less the
  $472 you owe me, for a total of $1,378 to settle all matters between us.  I don't believe
  your entitled to that much, but unlike you, I'm an honest, reasonable person.
  
  Otherwise, Ill see you in court where Ill be seeking the $462, plus payment for the porch
  ceiling and fair market value of all the framing repairs we did for you. Not to mention a
  defamation action against you for the multiple false accusations you have made public.
  
  **********************
  Insulated Wall Systems, Inc.
  ************ office landline
  ************ cell/text

  Customer response

  05/01/2023

   
  Complaint: 19551908
  
  I am rejecting this response because:

  ************** replied to our BBB complaint and certified letter via email. He did not provide a reply via the BBB portal. Please see Attachment 1 for complete email correspondence. The tone of his correspondence is condescending, insulting and full of misrepresentations of the situation at hand. His reply came after the BBB deadline to accept/reject a response from the business owner. We appreciate the BBB's attention to this complaint and appreciate their willingness to re-open the case after it closed due to ****************** late response. 
  

  In detail:
  

  ISSUE 1:
  The main complaint we are bringing forward towards Insulated Wall Systems, of which ************** is the owner, is the damage to our ** coolant line during siding installation. A puncture in the coolant line resulted in the ** unit burning out, a complete loss of the unit in addition to the need to install a new ** line. Prior to replying to my complaint, ************** spoke to my ** technician on 4/7/2023. The technician explained the problem and damage to the unit, the urgency to connect with him when the problem was discovered and the need for extensive repairs caused by the coolant leak. When recounting this conversation in his email reply however, ************** presents our ** unit as After speaking to your ** technician at length, I am aware your unit was very old and likely on the brink of failure. Im sure theres nothing you would love more than for me to buy a brand-new ** system for you. As documented (see Attachment 1), we asked the technician to validate this statement. The tech writes back to **************: The unit at the Warner household was not old and was regularly maintained. It was in perfect working condition and was intended to work for many years to come before the line leak and the damage it caused.
  The technician also stated that ************** confirmed that this happens a few times a year, and in those cases he only covers the cost of line replacement. The costs for repairs and diagnostics on our ** unit add up to almost $5,000. As stated before, we are willing to work with **************** insurance to file a claim to recover our expenses. His workers caused the damage, his company is responsible for the repair and replacement costs. ************* is offering us $1300 to settle the issue. We decline his settlement offer. ************** states in his most recent response, that he is not interested in the opinion of the technician initiated a call with. The homeowners can provide proof of the date of installation of the ** unit as well as maintenance records. We, the homeowners DID NOT KNOW that the refrigerant line was damaged. We DID NOT knowingly use the unit without refrigerant to cause catastrophic damage to the ** system. 

  ISSUE 2:
  

  The complete cost of the siding installation, exterior painting and gutter replacement exceeded $26,000. We paid the final amount withholding a fraction of that amount because we wanted to make sure that timely payment is issued to the subcontractors ************** employs. We trusted that the amount due would motivate timely completion of outstanding work. See Attachment 2 for a detailed breakdown of outstanding corrections needed. To date, ************** made no attempts to collect the outstanding amount and did not answer calls trying to follow up on outstanding work. He now accuses us of stealing from his company. We are prepared to pay the amount due once repairs and cleanup are completed.
  ************* has not provided the homeowners with warranty paperwork. 
  
  ISSUE 3:
  ************* accuses us of libel, though the ONE survey result we submitted to his highly censored company website is nowhere to be found. In fact, the only reviews one can find for Insulated Wall Systems are on his company website. There are no ******* Yelp or other reviews for his company. Further, ************** has a rich history of responding to unfavorable reviews in a similar insulting and condescending way as can be viewed publicly. Links below. The homeowners are not interested in dissecting and addressing **************** many misrepresentations one by one. Again, we ask him to be professional and refrain from personal insults. 
  *****************************************************************************************************
  *****************************************************************************************************
  

  ISSUE 3:
  ************** is threatening a lawsuit to recover the fair market value of work performed. All additional work performed by his subcontracted painter was to correct paint splatter on 1. The porch ceiling and 2. Fixtures. Photos can be provided as proof. 
  
  Sincerely,
  
  ***** and ***************************

   

  Business response

  05/09/2023

   I have replied to this complaint twice.  I have put ***************** on notice to cease and desist from making false accusations against me and my company.  She has refused to do so. She also rejected my offer to pay for the repair to settle this matter. It was a good faith offer, without even requiring her to prove that the freon line was installed according to code nor that we were negligent in any way.  Just because she says so, doesn't make it so.  She has a rich history of making false accusations.  Our written agreement states ... "Contractor not responsible for damage to property inside home or normal wear and tear that is necessary to perform the acts required to complete the work detailed above".  As I stated before, since we cannot see through the wall that we are nailing to, we must rely on electric lines, plumbing pipes, freon lines, etc., to be installed according to Code in order to prevent damage to them.  Even though we may have no responsibility at all for ********************* troubles, I made a reasonable, good faith, offer to pay $1,850 for the complete replacement of the freon line and to re-charge it with freon.  She rejected the offer and has continued to do everything in her power to damage my business and my 31-year professional reputation. Therefore, I expect to settle this matter in court.  I intend to sue ***************** for libel and require her to prove in a court of law that my website is "highly censored" to remove bad reviews and provide evidence to support her other false claims. 

  Customer response

  05/12/2023

   
  Complaint: 19551908
  
  I am rejecting this response because:

  **************** reply aims to threaten and intimidate the homeowners. We persist that his company is responsible for the damages to the ** unit as well as outstanding work and clean for work performed on our property. ************** did not demonstrate a good faith effort in trying to work out an agreement with the homeowners, but instead engaged in publishing misleading and distracting statements, defamation and character assassination of the homeowners.He did not offer to connect the homeowners to his insurance to work out a resolution. He continues to concentrate his anger and insults on one person,not acknowledging that this issue is brought forward by both homeowners.  

  Issue 1: Puncture of coolant line in ** unit, leading to catastrophic damage to the system. Detailed inspection of the system did not reveal faulty installation nor code violations. Total cost to replace the damaged unit added up to $4500. ************** made two settlement offers ($1300 and $1800). We decline both offers.
  Issue 2: Insulated Wall Systems to correct multiple paint issues and hole in siding (photos have been submitted). Upon completion the remaining balance of $472 (total cost was ******) will be paid to Insulated Wall Systems.
  Issue 3: Insulated Wall Systems to provide warranty letter of work performed. 

  Sincerely,
  
  ***** and ***************************

  Business response

  06/05/2023

  ***************** has rejected my offers to settle this matter and she has published false information about me and my company. There is nothing more to add to this forum. I will be filing suit against her in the next 30 days. Then all matters will be resolved in a court of law. 

  Customer response

  06/09/2023

   
  Complaint: 19551908
  
  We are rejecting this response because:

  We rejected ****************** settlement offer because it does not reflect the full extend of damages caused by his company. ************** was presented with ample documentation and proof of damages not only to the ** system but also to the exterior of the house. We provided a small sample of photos through this forum to illustrate the damages. 

  He refuses to take responsibility and provide warranty documentation. Instead, he continues to instill intimidation tactics and insults. His threats and insults have no effect on the homeowners. 

  We are currently in the process of filing suit against ************** and his company on multiple counts. 

  Sincerely,
  

  ***** and ***************************

  Business response

  06/22/2023

  I have already replied. This forum is no longer useful. I expect this matter to be resolved in court.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩