ComplaintsforHome Insulation & Supply, Inc.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/28/2021 I was informed that my very expensive blueprints, that this company INSISTED upon borrowing, were "accidentally discarded". When attempting to discuss this issue, I was spoken to not only condescendingly and rude, but hung up on (by the receptionist). I then contacted the owner of the business to explain the issue, he promised he would "look into the situation and get to the bottom of it" and that he would call me back later that day. That was last week and I have yet to hear back from anyone, including the owner of the business! I've attempted several times to reach out to the owner, who has not, as of yet, bothered to contact me regarding a resolution as to restitution for the disposal of my very expensive blueprints -- or -- even as a goodwill gesture to compensate for the lack of professionalism and responsibility of his employees' unethical business practices of discarding others' property without contacting them first, in addition to the intentional, blatantly horrible customer service and treatment I received as a customer and a human being!

  Business response

  01/07/2022

  Mrs. ********* reached out to us in Sept / October for an estimate on spray foaming her entire new home being built. She supplied us with a pdf containing only part of the information that is needed. So, we did ASK for a set of blueprints to price out the job correctly. As spray foam can be very expensive, in then tens of thousands, and we wanted to give her a fair market price. Mrs. ********* dropped off the prints in Oct. at no point did she explain she would need or want them back.

  We emailed over the estimate, Mrs. ********* asked for changes we made those pricing adjustments and never hears back from her. The prints sat for a couple months, with no indication she wanted them returned. Late Dec. she called wanting to pick up the prints. I reached out to the subcontractor's estimator we were working with on the project. He explained they had been recycled. I could not call Mrs. ********* back as promised, so I did send a quick email explaining this. She became very upset; because of the email, she would not listen to anything I was saying. Rather than sit and keep repeating what she didn't want to hear, I politely hung up. Since then, I have not heard from Mrs. *********. Most of the time the architects, will reprint for the customers, for a small fee $20 or so. I have been reaching out to the recycling company to locate the prints. As soon as I get an update I will forward over.       

   

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Home Insulation to install the insulation in our new build, they installed the wrong weight code required by NYS , and failed to install the styrofoam ventilation baffles. Their work failed inspection the day after they completed it, we called the owner, John, who refused to admit that the material was not to code. Wyoming county building inspector, ***** **** was fully informed as to code requirements. He stated that the cathedral ceilings required a value of 49, and Home Insulation installed a value of 30. A quick internet search of NYS compliance codes confirms the required value needed for cathedral ceilings is 49. The inspector required that all material be removed from the cathedral ceilings, and the additional value insulation of 19 be installed crosswise under it. Also he required that the ventilation baffles be installed. Home insulation Supply stated that they were not at fault and would not remedy either issue. He said we could install the baffles, and do the tear out and reinstall ourselves, if we so choose. John sent his father, the retired, and original owner to drop off baffles and insulation at value 19 and he charged us 700.00. We paid John Sr. in cash and he said the office would mail or e mail a receipt. We put together family and friends that Sunday October __ we each spent 10 horrible hours ripping out and re installing two layers, plus ventilation baffles. The next day, The inspector passed the work. We now had to reschedule the drywall crews, the painters and flooring installers since every stage of building hinges on completing each step. So we paid family to re do home Insulations work, and we called the office to get the receipt for the 700.00 cash we gave John Sr for the additional material and baffles. both owners are refusing to return our calls, and the office refuses to send the receipt for the 700.00 cash payment to John Sr. I have relayed thru the secretary, Candace, that We want the co

  Business response

  11/16/2021

  Good Morning,

  This letter was mailed over to Mr. ******** on Nov. 5th 2021. Both John Jr. (owner) & John Sr. spoke with Mr. ******** regarding this situation. Mrs. ********, called a couple weeks back wanting a refund of $1,700. $700 for materials that were purchased and $1,000 to pay for labor ( the friends & family they hired). She explained that if the refund was not received her husband would sue us, he has a decent amount of money and attorneys to do so! She explained I was lucky she called and not her husband as he wouldn't be so kind to me. I explained the call to John Jr. the owner so he did reply via letter to Mr. ********. 

  Customer response

  12/08/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We are in need of your help with this case.    The business never sent us the letter for which they provided you a copy. The business has still never provided us with the cash receipt for the $700. Although they did acknowledge it indirectly in his response. His answer regarding the fact that he believed our house to be a cabin is not based on any actual or factual information and does not affect the state code required for cathedral ceilings.  The day that the inspector was here, and failed the inspection for this insulation install, the owner of home insulation spoke to the inspector and argued with him right then and there. We checked with the inspector this past week and he re-enforced the fact that this house whether it is cabin style or not,Requires the state code insulation for which this company, home insulation did not comply. I can provide his statement if you wish. I can supply the state code requirements.

  I Want to add in response to Home Insulation‘s answer… That the secretary, Candice, during our conversation stated several times to me thatShe noticed right away the error in the weight of the insulation. She stated that she thought that I was right.And that her boss was not being fair. I had planned to keep that conversation to myself but in the company’s response, this secretary seems to have forgotten what she said to me.
  Also, John, the owner, states that he never saw our plans. However he did see our plans and that is how he knew that this house is a cabin style house as you will see on the plans. But as stated earlier the style of the house, Cabin or not has no bearing on the requirements for a cathedral ceiling in a house of this size.
  
  I will forward to you the voicemail I received from the inspector last week. I will forward to you copy of our plans, I will forward to you several pictures of our friends and family tearing down and reinstalling insulation during a 10 hour day. And I will forward to you the state code for insulation. Unfortunately I can  Only send each one individually from this phone.
  I thank  you for all of your help!
  

  Ny state insulation codes for climate zone 6 WYOMING COUNTY http://insulationinstitute.org/wp-content/uploads/2015/12/NY-2009.pdf

  Regards,**** ********

   

  Business response

  12/15/2021

  Per our conversation the requested paper is attached.

  The original email with the one single print that was provided to us, labeled as ******** Cabin.

  The proposal for the work, which did have options for upgrades for the R value, which Mr. ******** did not accept.

  He did accept the Cabin phase for the amount of $2744. Mr. ******** did also sign the proposal acknowledging

  The material that was installed, as listed on the proposal Oct. 11^th, 2021.

  Thanks,

  Candice C*******

  Office Manager

  Home Insulation & Supply Inc.

  Customer response

  12/18/2021

  Better Business Bureau:
  The  Home Insulation is responsible for installing the wrong insulation as required by NYS.  I have included here the official code (2020 Residential Code of New York State) table for residential structures  for our climate zone.  I have also included the table for climate zone locations.  ANY building with cathedral ceilings in zone 6 requires the a value of 49. 

    The inspection for work performed by Home Insulation was failed  because:

  A.  the wrong material was installed, it should have been  R value 49.

  B.  The Insulation was not extended into the eves.  The overhang. Home Insulation installed this INCORRECT value insulation only up tot he wall. WRONG MATERIAL AND INCOMPLETE INSTALATION. that is non code and failed inspection.

  C. No baffles installed.

  2. The house is obviously a house, its a cabin style house. And the Wyoming County building inspector signed off on the plans of the residential house.  I have included a copy of that signature.

  3.  The proposal that Home insulation offered was accepted by us --of course it was.  We were hiring them for a job at which we trusted that  they knew what insulation was required by code!!!  It is not an optional upgrade to use  the required material.

  4. Due to the absolute ignorance of Home Insulation regarding New York State Residential Code requirements, we had to rip out the R 30 value insulation, install  an R value of 19  to bring it to code and then re install the  R 30.

  5 We had to extend this insulation into the eves and install the baffles.

  6  We are not insulation installers, it took 4 of us 10 hours to do this horrible work. We paid our friends and family a total of $1,000.00 for their help.

  7.  Home Insulation owner John refuses to accept responsibility for this.  When the building inspector was on site and we called John, he told the inspector that the inspector was wrong, and that Mr. ******** can re do the work, but that he would not.

  8. John then sent his dad, the original and now retired owner to our house to sell us the additional insulation and the baffles.  We paid him $700.00 in cash and said they would mail a receipt. They never did.

  insulation. That is ridiculous! 

  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  **** ********
  
  
  
  

  
  

*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. ↩