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:06/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  1 Background
  • May 20 ’25: Pegasus installed attic insulation at my home. I was never shown—nor did I sign—any contract, scope-of-work, or payment-method agreement.
  • May 21: Pegasus e-mailed a lump-sum ********** invoice ******* ******* Net 20, due 06/10) via its own portal.
  
  2 Settlement Offer & Acceptance (e-mail trail)
  • May 28, 08:23: I offered $1,000 as full-and-final settlement, citing financial hardship.
  • May 30, 09:06: Owner **** ********* replied (cc staff): “If it makes you happy pay me the $1,000… Do it please.” No objection to amount or portal.
  • Jun 04, 15:23: I wrote: “I will send the $1,000 today as full and final settlement—let me know right away if that is not your understanding.” No objection followed.
  • Jun 04, 16:37: I paid $1,000 through the Pegasus portal and e-mailed the receipt: “This payment is full and final settlement; no balance remains.”
  
  3 Post-Payment Harassment & Cash-Only Demand
  • Jun 05: *** ********* demanded I meet or mail cash, or he would not honor the settlement—despite retaining the portal payment.
  • Prior e-mail threat: “I will send my guys over to your house and remove all the insulation we installed.”
  • I requested refund proof if the portal payment was rejected; no refund appears in ********** or my bank.
  • Ongoing messages show intimidation, bad-faith renegotiation, and refusal to close the account after accepting payment.
  
  4 Issues Raised
  • No written contract or itemized invoice.
  • Documented acceptance, then attempted repudiation, of settlement paid via the company portal.
  • Harassing / coercive communications (property-removal threat; unsafe cash-only demand).
  • Conduct appears to violate KY consumer-protection statutes and UCC good-faith obligations.
  
  5 Desired Resolution
  - Written acknowledgment that invoice #2629 is PAID IN FULL.
  - Written assurance of no further contact, threats, or collection attempts.
  - BBB record of this conduct for public awareness.

  

  Business Response

  Date: 06/20/2025

  5/14/25 a quote was emailed to *** ***** with his pricing.
  At the bottom of this quote, it states our payment terms. I do agree that *** ***** did not sign the actual quote, but we do have emails from him accepting
  the quote price at $1735.00 and we offered a $100 discount to put a sign in his
  yard and give a good google review, which brought his bill to $1635.00 total
  due.
  5/28/25 our office received an email from *** ***** stating
  that he is in no position to pay the full amount of $1635.00 due to unexpected
  financial strain. He offered a one-time payment of $1000.00 to settle his
  balance in full. We responded and asked that he set up a payment plan, offering
  him to pay the $1000.00 now and we would work on collecting the remaining
  balance over the next few months. *** ***** responded that he was not able to
  commit to future monthly payments and only wanted to settle the invoice for
  $1000.00. Our admin escalated this email to the owner to make the final
  decision. Our owner tried to reach him by phone, but *** ***** only wanted to
  communicate through email only.
  6/3/25 Our owner responded with an email giving *** ***** 3
  options to settle the account. 1. He asked him to settle it face to face since
  *** ***** would not take his phone calls 2.  If he can’t afford it, we could send our
  installers back out to remove the insulation we installed or 3. He could
  escalate this to his lawyer. *** ***** responded back with his is only willing
  to pay $1000.00 and nothing more.
  6/4/25 Our owner agreed to the $1000.00 payment and did ask
  for it to be in cash as we have already lost all profit on this job and our
  payment portal does charge fees for payments. *** ***** had already submitted
  his payment through ********** for the $1000.00 and to refund his money we
  would be charged again for the process of the refund. Since this is the case,
  we have closed invoice #2629 and show that it was PAID IN FULL according to the
  agreement between our owner and *** *****. 

  Customer Answer

  Date: 06/23/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***** 

  
  

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