Complaints

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• Initial Complaint

  Date:08/12/2024

  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.

  On June 11th, 2024 I contacted Shout Green Insulation for a quote to install a blown fiberglass insulation on my attic at *********************************** **** stopped by, got to the attic, took pictures, and advised the insulation was patchy recommending to add 8-10" inches more for $1,134.00. He emailed an estimate #LENK001, and advised to pay 50% deposit to schedule an appointment. Same day I emailed **** asking if he could drop the price if I will add 5 bags I have at home. **** replied he could do it for $900 if I add 5 bags of insulation. He said he would bring 5-7 bags to complete the whole job since 5 bags would only cover about 500 sq ft. My attic is about 988 sq ft. On August 1st we scheduled an installation for August 10th, 2024. I paid 50% deposit, and **** sent me confirmation with order # LENK001. On Saturday, August 10th, 2024, I confirmed that I only have 5 bags of insulation, and **** confirmed they will use my material first and then they will add 5-7 bags of their material to finish the work. About 1.5 hours later, **** told me the job was completed. I paid second 50% of the amount agreed. After I paid I asked to show me the pictures of the work completed. He showed the pictures with insulation still being very low. I asked how many bags they used. **** told me they used 5 bags that I provided. I asked him to add more because the total level of insulation on the attic still seemed to be very low at about 12 - 16 inches. **** said "You don't need any more insulation since you already have some there". I asked a refund of $450.00, but **** said "Job is done. ***** sign the certificate". I refused to sign. **** started forcing me to sign the paper. I asked him to leave. Two more people called from ************ and ************ telling me to sign the paperwork. I refused to sign. The agreement was to install 8-10 inches of insulation on the entire 988 sq ft attic. Then **** emailed me a receipt for $900 with changed scope of work and changed order # to LENK002.

  

  Business Response

  Date: 08/14/2024

  Ms. ************** had us out for an insulation estimate on 6/11/2024. We did her inspection and emailed her over an estimate using our material (like we normally do) at the price of $1,134. This estimate is provided above. After her receiving the estimate via email she emailed a response on 6/11/2024, "Hi,What if I have 5 bags on attic cat insulation at my house, would you drop the price if I already have some ready to be installed? Thank you" This email is also above. "We then responded, " As long as its loose blown in fiberglass, we can do it for $900." This email is also provided above.  So, we got her job approved to be done on Saturday, 8/10/24. A new estimate was then created because she has now chose to do the $900 option and use her 5 bags of insulation she had at her house. Which meant she declined the first estimate for the total of $1,134 As stated in her above emails. The new estimate was created, she made her $450 (half down deposit) via bank transfer on 8/1/2024 to secure her install date and accept her estimate. Ms. ************** then viewed this new estimate two different times. On 8/4/2024 @ 4:26pm and again on 8/10/2024 @ 11:42am. Our company did exactly what Ms. ************** requested. She declined the first estimate our company provided and wanted to use insulation she had at her home already. We finished the job and Ms. ************** became very intimidating towards our install crew that was in her home. We tried explaining to her what she wasn't understanding and she would just start cussing at us. So we informed our installers to leave because she was threatening them and everyone felt unsafe and disrespected. The job was 100% completed and have before/after pictures and all her 5 bags were used that she was quoted $900 for. 

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because:
  
  The price drop was agreed on June 11th original estimate work scope "to install 8-10 inch of insulation on attic 1". The LENK001 agreement covered the FULL attic. The reduced price agreed at $900 was still for the FULL attic with 8-10 inch, but considering part (5 bags) of materials I already had. I have NEVER declined that estimate NOT in writing NOT verbally and followed the agreement terms until the end. The original agreement LENK001 was in place from June 11 through August 10th. The 50% deposit was made on August 1st, when the original agreement LENK001 was still in place. The final 50% payment was still made on the original agreement on August 10th. The frivolous LENK002 estimate with completely different work scope added was created by the vendor and emailed to me on August 10th at 11:40 am right after I made 100% payment on the job agreed under LENK001 agreement. On August 10th, after I discovered that I paid 100% of money for a half job completed I asked the vendor if they will install more as promised. **** responded "You don't need more as you already have some." I said "I didn't ask what I already have. I asked to add more according to the agreement." **** responded "The job is done, please sign the paperwork." He started forcing me to sign the paperwork. I asked the vendor to leave my house. Neighbors camera can show they were still standing by my door and ringing the door bell, but I would not open the door. Then two other people called my phone forcing me to sign the paperwork. I would NOT use this deceiving company again. And I would NOT open the door to these people again as well. Their entire story is twisted sham. I am asking for a refund $450.00 for the job not done under the agreement LENK001. The vendor breached the contract. I am asking for 50% to be refunded back. All the prove and emails have been submitted to BBB.org. 

  

  Business Response

  Date: 08/15/2024

  If you want the work to be completed for the estimate $1134 that was 8-10 inches then you would have had to pay the difference. 
  

  You paid the $900 that you requested to be completed to use your 5 bags. That work was completed. 
  

  You did not pay $1,134 because you refused that estimate.
  

  We cant do work for free or give away free material that wasnt paid for. That would result in termination in any employee who does so. 
  

  We provided you two estimates and you picked the $900 option so then that doesnt result in the $1134 estimate job duties done. We did EXACTLY WHAT WAS ON YOUR $900 estimate and what you agreed to. 
  

  Our work is completed and there will be no refund issued. 
  

  We stand behind our work 100% and always provide the services listed on any customers estimate that they pay for. 

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because:
  
  1. Please see invoice emailed 8/1/24 before I paid anything. It was LENK001 for $1,134.00. Full attic job. 2. Please see invoice emailed 8/1/24 after $450.00 paid. It was LENK001 for $684.00. Full attic job. 3. Please see email reminder from 8/3/24. It was LENK001. 4. Please see invoice emailed 8/10/24 after $900.00 paid. It changed to LENK002 with different work scope. Sent at 11:40 am after they left. Yes, I do have an accent. Vendor thought they could deceive an immigrant with an accent by presenting her as a mental ******. Oh well.. I have an advanced education in business, accounting, and tax. I own and manage 6 properties, and this is not the first insulation job done in my life. I have advanced experience in accounting, audit, and tax. The ************* of ******* was notified of this. The audit is under way. The *** was also notified. The business can tweak and change their system and invoices another 10 times. The investigation will prove I was right. I demand refund of $450.00. I will not open the door to these people who was forcing me to sign their falsified paper. I don't feel secure letting these people in my house. They could damage the property after all.