Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:13/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a quote on April 9, 2024 from ***************************** of Green Minds Building, **** (attached). I gave him a $1,520 down payment and $1,000 more when he insisted. I want all my money back.Related to attic removal and air sealing for $2,700, ****************** promised removal and disposal of old insulation. He insisted that he wasnt afraid of going into the shallow part of the attic, but then refused to do it. After only a couple of days of work, he said he thought he would be finished by now and quit. He left considerable insulation in the rest of the attic. See photo. He promised to seal cracks and penetrations in the attic floor using spray foam and caulking and cover lighting fixtures and bathroom fans. He didn't do that either. He left me with a dangerous, unusable living room and hallway and a hole in my bedroom ceiling, where I believe he or his employee stepped between the beams/joists after he had removed the floor. See photos.Since he quit, I have been looking for insulation specialists and carpenters/flooring contractors to restore the attic to its previous energy efficiency and restore the floor, with pine from old-growth forests that he removed without my knowledge/consent. Ive received many quotes and it looks like it will cost me up to $20,000 to remediate the damage.I agreed to go with *** because it has an "A" rating at the Better Business Bureau and because, as their website says, it "specializes in environmentally friendly and energy efficient solutions for residential and commercial properties." See ******************************************** I have reached out to ****************** a couple of times and he denies responsibility. He urges me to sympathize with him and to "understand and [be] appreciative [of the] complications of renovating old homes." His advertised claim of being detail-oriented and competent to insulate attics on his website is false advertising, at least related to old houses like mine.

  

  Business Response

  Date: 17/05/2024

  Hi, To Whom IT May *********************** this is a somewhat complex issue and I dont know how familiar with attic insulation and air sealing, Ive pasted underneath the last email I sent to the client and a PDF with all relevant pictures and emails. Hopefully this helps make this more efficient. 
  
  Last Email to Client: May 9 2024
  
  Hi Edelweiss,
  
  Removing old board in the attic is standard if you want proper attic air sealing. Anytime work is done in your home there's always going to be things that couldn't have been anticipated. This is the same for all construction. The same way if you had your roof done, the contractor may find that the plywood under the shingles is rooted and needs to be replaced. This would be change order(extra charge). When we began removing the unnecessary layer of board, I mention it to you. We didn't tear up the floor in your bedroom, these are old board in your that have always been covered up by insulation for the last 40+ years. 
  
  We helped move your personal belongings from the attic as a courtesy, I even offered to pick up a trash bin for you so you wouldn't have to rent a car. When you started emptying the attic of the piles and scrap wood and trash I asked you where you wanted them. You told us where to put the boards. I even asked if you were sure, as your couch and rug were white. You said yes and that you would wash your couch cover and vacuum. When we came to grab our things. I asked you what you wanted to do with the boards, you told me to leave them there. 
  
  The attic portion that couldn't be removed was way too tight and had a layer of boards under the insulation. The air sealing couldn't be done there so I offered to not charge more for the additional work(removing all the boards in the rest of the attic) and not do the previously mentioned portion. 
  
  You complained that we parked illegally, your home is downtown with no parking on the side of the street(we were clearly working and I got no ticket).
  You also blamed me for hurting yourself on nails on the board in your living. You told us to put them there.  Every decision, even choosing what boards to throw out was a big ordeal. The project was quoted over a year ago. I tried to come by the weekend prior to try to plan for the potential challenges of your project. Unfortunately you were not available. My clients typically understand and appreciate the complications of renovating old homes. We didn't walk away because it was too much work. I decided to walk away and lose money when I realized I would get no such considerations from you. 
  
  In no way did I rip you off. You paid $2500 and I walked away from the remaining $3600. This is more than enough for just about any company to air seal the removed portions and put new insulation(I was only charging you $1800 for the insulation). The boards don't need to be reinstalled and never are. If you choose to do so, that's up to you(there is literally no reason to do so). 
  
  I mean this with the offense(honestly) but you strike you as someone who is very anxious and throughout the I tried to speak to you in a manner that would account for that. If you need to reach out to BBB feel free to do so but rest assured we will protect and defend the reputation we have worked so hard to build. I felt like I had done all I could do and could see no outcome where you're happy like the rest of my clients. Nonetheless I wish you the best with the rest of your renovations. 
  
  Kind regards, 
  
  ***************************;
  
  
  After sending this, I decided that having a third party deal with this would be best. Hopefully we can resolve this here. 

  Customer Answer

  Date: 18/05/2024

   
  Complaint: 21702407
  
  I am rejecting this response because: ********************** arguments have nothing to do with the contract or the breach of contract. Per the contract I received and signed in April 2024 (earlier quotes, including the one sent on July 12, 2023, the date on the quote #**, were rejected and void), he said he would provide the following Product/Service.

  He said he would do "Attic Remove and Air Sealing: Removal and disposal of old insulation. Sealing of crack and penetrations in attic floor using spray foam and caulking. Covering lighting fixtures and bathroom fans" for $2,700. 

  He didn't remove and dispose of all of the old insulation--he removed between half and two thirds of the insulation in the attic. He didn't seal any of the cracks or penetrations using spray foam and caulking. He didn't cover any lighting fixtures and bathroom fans. 

  Since he didn't meet any of his contractual agreements, he should return my deposit of $1520 and the additional $1,000 he insisted upon receiving.

  Sincerely,
  
  Edelweiss D'******

  

  Business Response

  Date: 04/06/2024

  To Whom It May ************************************* work was being performed per the scope work when we encountered disagreements with the client. The moment we arrive we start incurring costs, it costs money just to set up. This is why our minimum job requirement is $1800. We spent 2 days with guys plus myself working on the project, moved personal belongings and piles of scrap wood and trash from your attic, moved 12 sheets of plywood from the attic floor, removed 5 4x6(200-350lbs) bags of insulation from the attic and made 2 runs to the landfill to dispose of your insulation. The client paid us $2500 with a balance of $3600 owing, had the project been completed.  At $2500, the works completed more than exceed the amounts paid by the client. Therefore no refund will be issued.  

  
  As previously mentioned we had decided to walk away from the project. However, in the interest of both parties moving forward, we are willing to make a final offer at a solution. Below we have listed the clients complaints and our response. Our proposal will be at the end. 

  
  Complaints and Response:

  
  Wood planks removed: This is per the scope of work and required to complete air sealing. Therefore the planks will not be reinstalled. 
  Air sealing not completed: Once the remaining planks and scrap wood/trash is removed from the attic, we will complete the air sealing in accessible areas(open attic portion).
  Wood planks left in home: We can dispose of them. We will not move anything back to the attic. Client must choose scrap wood/trash they wish not to dispose of before we come and separate from what's to be disposed of. 

  
  Damage to ceiling;

  The client did not mention the damage until days after we had left the project. We are in attics almost every day and are quite confident we did not cause the damage. As mentioned the attic is accessible by a small staircase and the client or somebody providing a quote likely caused that damage while walking in the attic. 

  
  Our Proposal: 

  
  Scrap Wood/Trash and Damage to Ceiling: 

  
  We are willing to dispose of scrap wood and trash from the attic at no extra cost and repair the damage to the ceiling. We will not repair any damage due to where the scrap wood/trash was placed or any other damage that we cant confirm we caused.  For the disposal, the client will have to agree to the previous terms. If the client has already had the ceiling repaired, we will not reimburse costs. As the ceiling is many years old we will make our best effort to match but do not guarantee a perfect finish. 
  

  Attic Removal and Air Sealing: 
  

  We will complete the removal of the accessible attic floor(insulation, trash, scrap wood and planks).  Complete the air sealing of the said attic space(spray foam cracks and cover lighting fixtures and fans, when applicable). As the tight attic space cannot be removed of insulation or air sealed, we are willing to offer a $675 discount on the Attic Removal and Air Sealing position of the work. 
  

  Platform:
  

  The platform will be completed as previously agreed. The plywood sheets in the attic will be used along with materials we provide to complete the platform. The platform will be approximately 16x16 or the open attic space between the framed walls in the attic (will provide photo reference). The space underneath the platform will be manually filled with cellulose insulation before being covered. As previously mentioned to the client, the plywood will be installed directly into the floor joist(framing) and therefore the space underneath will have lower insulation value. 
  

  Top up: 
  

  We will complete the attic insulation to R60 in areas not covered by the platform. More insulation will be added to the tight attic space. It is likely there are low spots and the insulation will be filled approximately until 6 inches from the roof rafters. We will attach an extendable pole to the end of the insulation blowing hose in order to safely reach the edges of the tight attic space. 
  
  When we complete all the attic work work, we will sweep and vacuum after ourselves. As the client instructed us on where to place the scrap wood/trash, we can not guarantee how clean we can get the carpet, couch and surrounding area and furniture. 

  
  Hopefully with these concessions the client can move on with their life and still achieve most of the outcomes she originally expected. As mentioned we have worked extremely hard to build our reputation and hope to be able leave this client at least satisfied.  

   

  Sincerely,

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

   

  Green Minds Building Inc.

  
  

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21702407
  
  I am rejecting this response because: ********************** argument is that an estimate is just a starting point for expenses, and not a contract. He should have foreseen the work to be done and not expect an unlimited bankroll to fund his mistakes and learning on the job. 

  I do not trust him and do not want to work with him again. 

  He does not deserve an A rating for this shoddy work and client service. 

  
  Sincerely,
  
  Edelweiss D'******