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Complaint Details
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Initial Complaint
02/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After a full energy audit the business recommended 21 inches of additional insulation. A few weeks later my ceiling collapsed. My insurance company, ****, identified the likely cause as accumulated insulation in excess of the weight the ceiling could bear. **** has informed me that they are seeking reimbursement from the company. This business is an energy audit company. They should have identified that the ceiling could not bear the weight or they should have recommended ceiling replacement. I brought this to their attention upon payment (the ceiling was sagging in areas just a day later) they never came back to inspect or remedy the issue (after saying they were sending someone out). My ceiling collapsed a few weeks later (on my son's bed). Fortunately, he was not sleeping in the bed, otherwise he would have died or been seriously injured. When I asked for remediation they told me that they would give me a discounted rate to take the insulation out, while I did repairs, and then would give me a discount for blowing it back in. Essentially charging me two more times for their mistake.Business response
02/19/2022
This is an unfortunate event. But it is not one caused by negligence or improper actions on our part. Ceilings are required to be able to withstand the weight of insulation. Department of Energy recommends an R-value (insulation level) of 49-60 for most climates, and that is what we and other insulation companies do every day. This is done for older homes on a regular and consistent basis. For a ceiling to fall under the weight of insulation, either the drywall is defective, or it was installed incorrectly (insufficient nails/screws spacing, improper type of nail/screw, etc..), or the ceiling was moisture damaged- past or present. Luckily, this is a very rare event, and the first time it has happened with us- though I do know of other companies where this has happened. I offered to re-do the insulation at below our cost price as a customer service issue. I have not heard back.Business response
03/29/2022
We offered to re-do it at below cost- and that is factual information. I do not doubt your statement. However, there are different types of insulation materials, and even within the different insulation materials (such as fiberglass versus cellulose), there are differenences within each type such as the brand used and stabilizing chemicals in the insulation. I made that offer as a customer service issue. In the end, I do now want you to remain un-happy with us. How can I help you feel that this is resolved?Customer response
04/08/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting/proposing this response:A partial reimbursement or redoing the audit to determine if there are any issues or improvements that need to be made post construction.
I assume this is a typo:
I do now want you to remain un-happyRegards,
***********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.