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:09/03/2022

  Type:Customer Service 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.

  We signed a contract with Dr. Energy Saver (now Pilot Home Services) to have old insulation removed, and cellulose insulation blown in on Aug 1, 2019. In addition, they were to hook up our bathroom fan vent to the outside. Within a year, I noticed the temperature control upstairs was not very good, so I contacted the company to have them come out and assess things. The owner, Dan H***, was scheduled to come out at least 1-2x, and missed the appts due to personal conflicts, and eventually said he didn't think the insulation was a problem, it was probably our duct work. I believed him. Fast forward to spring of 2022, we had a raccoon incident in our attic and had to get our cellulose insulation removed and a new one blown in. *************** was contracted to remove the insulation. While removing the existing insulation, they discovered 3 layers of insulation, 2 layers of very old insulation underneath the new blown in cellulose insulation. Dr Energy Saver (Pilot Home Services) did not fulfill our contract from 2019 - they never removed the old insulation, and additionally, did not hook up the bathroom vent to the outside. I contacted the company several times to inquire about their work done and Dan never returned my calls. I sent in photos as requested by the secretary, and still never heard anything. My husband called separately as his contact info was never stored in their database and Dan actually called him back. My husband explained the situation, and Dan claimed *************** was probably just after our money. Not true since *************** was contracted to do all the work before discovering the old insulation was still there. Dan asked if we wanted our money back, my husband said yes. Dan said he would mail a check in a week. It's been 3-4 weeks, after a few unanswered emails, still no response and no check.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 7, 2022/09/14) */
  We did send a check. I was informed a check went out 8/26. The check was not cashed and we sis not receive the letter back yet. I will send another, this time I will do it return receipt request certified. Will follow up with tracking info from USPS.
  
  
  Consumer Response /* (3000, 9, 2022/09/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  A check was mailed 9/16/22 and received 9/19/22 in the amount of $148.75. The total cost of the project without the discount was $5840. Would love to see how a cost owed to us in the amount of $148.75 was determined, considering this amount is not consistent at all with market research for insulation removal. We would then like the appropriate amount refunded to us, especially considering our heating and cooling costs as a result of improper insulation installation were likely affected. Thank you
  
  
  Business Response /* (4000, 11, 2022/09/21) */
  275 sq ft @ $.50/sq ft + bath fan @$50 - 10%
  
  
  Consumer Response /* (4200, 13, 2022/09/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand the contract says (275) under the removal line item, but our attic is 728 sq ft. If that's really all I was charged for removal, which doesn't make sense, I'd like to know the breakdown of the other costs since I was overcharged for everything else, based on current pricing for labor and materials.
  
  
  Business Response /* (4000, 15, 2022/09/27) */
  Ahh that is most likely the confusion. We have been a successful contractor for more than a decade. We have done this because we do what we say. I doubted this whole thing to being with but was will to refund what the contract says. There are several parts to your attic kneewalls, slopes and top attic. Which part did your pest person find old insulation? I would think a raccoon family certainly capable of disrupting a bath exhaust.
  Thank you for your past business. I am sorry you have felt like we mislead you. I will look at our process and see if there is anything that can be done to make it even more clear what we are and are not doing.
  
  
  Consumer Response /* (4200, 17, 2022/10/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Like I said in my email and as my husband repeated over the phone, *************** found the old insulation below the new insulation everywhere. It was not in isolated areas. You are welcome to contact them to confirm. The raccoon came in through the attic fan, which was supposed to be closed off by your company. There was never an exhaust going through a gable vent that we could see from the outside like we do now since *************** just installed it. you are welcome to confirm with *************** that there was even a duct up there laying around or not. Our attic square footage is 728, which you should have somewhere in your records, otherwise you wouldn't have brought enough insulation during the install. Going by your cost, I'd at least like the additional $223.85 owed for not completing the job as contracted, and we can then close this complaint. Great idea, photos are helpful for documentation of work completed.