ComplaintsforOwens Corning Basement Finishing Systems of Boston

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been struggling for two years to get the appropriate replacement panels for my basement system. Two years ago, I requested two new panels to replace damaged ones. I was sent the email to request the appropriate sized panel replacements, and I filled it out with the correct measurements which I have checked now literally dozens of times. I was sent the wrong width panel: instead of the 1 width, I was sent two panels 2 1/2 thick. I have emailed and called many times about this for the past two years. The service I have received has been awful. I have been ignored via email and phone each time Ive tried the original contact person. When Ive called, I havent gotten any response from Owens Corning, only a subsidiary, Lux Renovations. They have told me I that I must be wrong, theres no other sized panel to send. That cant possibly be true when on the original sheet I filled out there were two thickness choices. I was told by them: just use a razor blade to cut it. We were finally able to get a handyman willing to try to cut it as instructed, and he said it cannot be done the way they state; how can a razor blade be used to plane an entire panel from 2 1/2 in width to 1 width? Cant be done without special machinery. Then I was told (again on the phone by Lux Renovations) if we want them to come out and do it, it will be $1500 bc the warranty only includes the materials, not the labor. But even if I wanted to do that, its a six month plus wait. All I need is the proper panels! All Im asking is that Owens Corning send me the original panels that are 1 thick instead of 2 1/2 thick- its not that difficult. Our warranty is a lifetime warranty on materials so I should be able to ask for as many panels as I need and not be ignored!

  

  Business response

  08/07/2023

  HI ********, I am sorry to hear you are having this problem. The issue that you have, however, is not a problem with our company. Your issue is with a warranty claim with Owens Corning Corporation, which is an entirely different company. We are an installation contractor who provides and sells the Owens Corning Basement Finishing System. It sounds as though you were sent the wrong materials but you are dealing with the right person, which is *******************, he handles all of the ** warranty claims. I will reach out to him today on your behalf and see if I can get this sorted for you.

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