Complaints

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• Initial Complaint

  Date:12/26/2024

  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.

  Paid for services to remove all insulation underneath manufactured home and replace with spray foam insulation. A few weeks later, A/C company came to replace duct work and I was informed there were two major components underneath the home called "*****s" that were not reinsulated by the spray foam company (there are pictures attached showing you they removed the insulation & didn't spray foam). The **** ***** feeds the air from the condenser (outside) to the air handler and other vents up through the flooring to heat or air the home and must be insulated to avoid sweating and condensation into the duct work. Tried several times to have ****** the owner come back; took weeks to get back here to inspect and told me his spray foam adapter would not fit in between the floor of the home and the chases. Had A/C company back out to complete their final work and was told that was not true and spray foam is liquid that expands and was possible. A/C company spoke with ****** to finish ************* said his spray foam gun would not fit but would be able to fabricate insulation board to properly seal/insulate the chases for an additional $2,000. Services were paid for to remove/replace insulation and now they want more money. They removed the insulation, but did not reinsulate which will result in damaged air duct work just replaced down the road. I want the job finished at no cost or refund of $2,000 since that's how much he wants to fix the problem. I will take him to court if necessary for the full amount as he needs to be held accountable for the neglect. Thank you for looking into this matter. **** ******

  

  Business Response

  Date: 01/14/2025

  This response was taken verbally by BBB:

  We did not remove the insulation from the customer's duct work. The customer had her A/C company there working and they removed the insulation on the ductwork. They are the ones who should be responsible for replacing the insulation they removed. We were only hired to spray foam the underside of the unit and that is what we did. If the customer needs insulation added around the duct work that will be an additional charge. We did spray the underside of the unit above the duct work, not touching or encapsulating the duct work..

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22732613
  
  I am rejecting this response because the owner seems to have miscommunicated the chain of events.  Florida Coast Cooling the air conditioning company recommended him to come out here prior to their duct work installation to remove the insulation and spray foam was what removed.  The invoice attached from Integrity Spray Foam was from September 20th of which work was completed within days.  The A/C company came out over a month later (invoice attached showing scheduled work date) to install the duct work which was delayed due to back-to-back Hurricanes ****** & ******. This is when they found out the Chases had not been re-insulated so it would have been impossible for them to remove it prior to Integrity Spray Foam completing their work, plus the A/C company was not paid to remove any insulation only install duct work. In addition, ********************* called the owner of Integrity Spray Foam and asked him to complete the job and was told they couldn't complete due to not having the correct adaptor to fit in between the bottom of the home and the Chases but could fabricate something else for an additional $2,000 at a cost to me.  Florida Coast Cooling has also told me they would be willing to confirm all of this outside or inside of court if need be. I have saved all the text message correspondence between both companies since the very beginning, so I have documented proof of the chain of events that took place.  Again, this can simply be rectified by refunding me what it will cost me to have someone correct if they are not willing to finish the job.  The invoice clearly states removal of insulation and spray foam what was removed, so if they removed it, they need to replace it.  I might add that the spray foam workers may not have understood what was supposed to be completed as they did not speak any English, so all communication had to come from the owner, who was not here most of the job nor did he inspect the work that was completed and never showed up to collect payment.  I have been extremely fair about this, however, feel taken advantage at a time in our economy that has put stress on all of us. At this time, I would like to request a partial refund and if the owner wants to charge me an additional $2,000 to fix it, then he should be able to refund me that amount since it simply was not done. Thank you for your understanding. 
  
  Sincerely,
  
  **** ******