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:06/13/2024

  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.

  Absolute Insulation was the contractor that insulated in our new built home. After moving into the home we shortly found out that the blown in insulation wasn't to building code and requested through Absolute to come correct the issue. Absolute came out on May 16th or 17th 2024 to top off the blown in insulation to code standard. It's been one month since they came out and I had the home inspected because I brought to the attention of **** the owner of Absolute, that the insulation still wasn't up to code. **** was very unprofessional and just didn't want to hear it or even look through out our attic to check. Our new home inspection show that our average of insulation in our attic is only at 7 inches when it should be at a minimum of 12. The documentation in the attic placed by Absolute clearly states that we have ***** inches of blow cellulose at a R value of 38. Also the insulation that is placed in the up stairs bonus room is not properly installed between the 2x4's and many are just hanging and not placed properly to do the job they are intended for.

  

  Business Response

  Date: 06/14/2024

  We received a call from Hamdan Homebuilders on May 17, 2024 that ************************* at ***************** was complaining that the bonus room was hot and batt insulation was missing and also didn't feel like there was enough attic insulation.  We sent our supervisor **** out to the location to meet with Mr. ***** *****************.   He replaced the ***** that had been removed in the bonus room ***** also looked at attic insulation at which that time the ** Company was there to add duct to bonus room.  The ** Company ***** ************************* had been all over the attic which will make it squished down ***** trails were thru out.  We were hired by ****** Homebuilders to insulate ***************** and we insulated ********** Codes.  We insulated attic on 1/26/2024.  At ************** request we went back on 5/21/24 ***** blew attic again at no cost.  Our attic technician added enough insulation to bring it up to 13 inches.  ************************* called again to complain about not having enough so I went to meet ****** ***** Mr. ***** ***************** at which time I saw that attic insulation was good ***** was to code.  Homeowner's did not want to hear that ***** stated I was being disrespectful by **************** at which time he threatened me with physical harm.   I walked out ***** he followed me out to fight ***** had a friend there to restrain him from coming after me.   **************** was there to witness.  At this time I will not go back to that location or send any of my crew as I feel we did our job right the first time ***** only took care of the issues recently at the request of ****** at no charge. 

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21844631
  
  I am rejecting this response because:
  
  ****** Official Reply: 6/14/24
  List of Attendees and corrected roles
  ****** & *************************: Residents (Not ******)
  *************************: Former Owner of Absolute Insulation
  ***********************: (Listed and signed as builder on Construction Completed Warranty)
  *************************: (Partial builder / Previous landowner of ***************** / not a friend of mine)
  
  This is our official replay to the most recent statement from *********************** regarding the intended collaboration meeting regarding the insufficient insulation installment.  This is *************************, and I will keep this brief and concise listing the facts in precise sequential order relating to the meeting and its original intentions regarding the insulation problems in our home at ****************************************************************
  
   I will state that my wife and I have been riddled with a plethora of issues that need attention with this new build in which we have been getting nothing, but the plaguing run around.  Over the course of 3 months, we (*******) have noticed that our home is not cooling to the comfortable settings that the ** is designed and intended to do. The hottest room in the home happens to be my office in the bonus room upstairs.  After a plethora of attempted conversations with responsible companys / Builder to adhere to the warrantied work, it has now placed a beacon on an insufficient insulation level that has been confirmed by our most recent inspection. (Data report has been previously shared) One does not have to be an expert to notice missing insulation as well as recognition of the Batt levels showing to be significantly lower than code expectations.  This not only plays a part in the lack of cooling in our home, but also contradicts what is stated on the Insulation Data Sheet signed by *********************** placed in our attic.  We simply brought this matter to *********************** for guidance on the next step.  We were then contacted by Absolute to set up an inspection appointment. It was during this initial call that my wife was updated by both office assistants that they had no record of Absolute installing the insulation in the walls but confirmed that the attic was done by them.  We find this concerning.  
  
  We were visited by **** who inspected the levels and confirmed recognition that the levels were not up to code, or the amount listed on the data sheet.  Please note that the levels were considerably lower than the standard settling level. Once **** confirmed and noticed some wall insulation was missing, he stated sometimes things get missed.  Soon after, we were contacted to have more Cellulose to be applied and topped off to code levels.  We waited a week to confirm the levels due to the increasing heat issues and noticed that many sections in the attic were still not up to levels for an R38 value as stated on the data sheet.  We then UPDATED Absolute and ****** and were told that we would be getting a visit from the owner himself to help provide solutions to the insulation. (SIDE NOTE: Data Sheet states install of 1/26/24 at ***** with a minimum settling thickness of 10.59.  We moved in during March and levels were ranging from 3 8 WITH NO FOOT TRAFFIC) Insulation Data Sheet has our home listed as ***** sq feet when are home is listed online as ***** sq ft and on appraisal. Data sheet states that 110 bags of insulation were applied, the chart shows that the measurements would be at an R48 value with 14.13.  Out of the 13 photos we have captured of measurements ranging of 3,4,5,6,7,8 inches which gives an average of 4.7.  This will provide an RValue ranging from 13 19 only in 75-degree weather.  The photos provide proof that the support beams are clearly visible and without footprints showing the insufficient height for an R38 value required.  Please note that **** claimed that the cause of the settling was due to us walking all over the attic.  This is impossible or my wife and I would have fallen through the drywall. There are sections that we can't access due to vaulted ceilings which only allowed us to stand on the beam with enough room to reach over and measure the depth and snap a photo.)
  
  The Meeting:
  ****** and **** arrived at the same time and had a small huddle in my driveway to which I could hear what was discussed. **** entered my home and immediately had an obvious guard up.  From his humble bragging of his experience and projects ranging in the millions was quickly followed up with there are no issues with the insulation and my crew installed it properly.   It was then brought to our attention that the previous top off was at his cost which in all reality, if there was nothing wrong with the initial installation that he claimed as fact, then why the free top off?  Once he was done talking, we requested a brief huddle to share the complied data we collected that was comprised of photos and videos to what we thought would be helpful towards a solution.  By no means were we ready to argue or point the finger thinking that finding whos fault this would be would miraculously cool the home.  **** showed no interest and was ******* to get into the attic.  Both my wife and I were interrupted mid-sentence and found that this a one-sided conversation. 
  
  We entered the attic and **** took but 2-3 seconds with a quick head swivel and stated everything is fine and correct.  
  
  The following is in fact how the meeting escalated.
  Please just allow my wife to talk and show you proof and to please be calm so that this doesnt turn into an argument (At my stairwell)
  In the attic, I asked him to please just allow my wife to show you and explain.  **** continuously interrupted my wife as she was mid-sentence, ignored the photos and presentation she prepared to help provide proof.  ******************* my request and allowed her to say a couple words as he kept repeating with stronger tone Youre wrong! Threw his hands in the air and walked out of the attic.
  Conversation continued as EVERYONE cordially walked outside because **** decided he had enough of the information my wife was trying to provide and even stated im done with this and began walking out. I followed the group and saw that ****** and **** were talking to ****, and I tried one more time politely requesting to at least hear us out and look at the information we had provided.  He began talking WITH me about the issues but had a smug expression as soon as my wife walked up where we were standing at the ** corner of my driveway.  The moment she began talking to **** asking why he is ignoring our data, he then immediately interrupted her by yelling at her, looked at me for support and I stated firmly, to just listen to her.  He repeated, that she was wrong to her face and again his hands up in the air; That is when I admit, I raised my level of communication with a ***** tone, that his presence was no longer needed nor welcomed. But most of all, I had enough of his childish and unprofessional demeanor towards my wife, disrespect towards a woman and that he needed to leave immediately.  It was then that he turned with a negative energy walking towards our direction, mind you with precise pace; so, I quickly met him halfway to protect my wife with whatever intentions he had clearly written on his face and behavior.  At this point I am not concerned with ***** interpretation of what he falsely claims what happened.  I know what truly happened. ***** lack of emotional intelligence, inadequate respect for women, and pure guilt towards the poor performance of services conducted on my home is the root of this entire fiasco. The fact that I was held back is to be noted that it was purely based on a protection level.  To which I have every right in the State of ***** to protect my home from anyone who presents a threat; especially when it comes to protecting my Wife.
  
  In conclusion, I take full responsibility for the words said on my part towards protecting my wife and her goal to update what was supposed to be an expert.  There is only one moment where my wife and I were at fault.  And that fault was towards thinking we would have an opportunity to meet with a business owner who was ready and willing to collaborate and help fix our home.  I dont know of any respectful men across ******* who wouldnt stand up for their wives who were being disrespected and yelled at by what was supposed to be a business owner who clearly has a false sense of accomplishment and poor customer service. 
  
  I own up to my part of the argument, but this does not and should not exclude the fact that my home is still not up to code with insulation.  Our expectations still stand that this must be done.  This can either be resolved with this level of reach out or the next.  Either way this will be corrected according to Texas Building Code. Lastly, considering the new corporate owners of Absolute Insulation, I am requesting direct contacts for future communication. 
   The photo of the email mail is from a third party insulation company that came out to look at our insulation, and we are needing 5 more inches to bring us to the R38 value 
  
  Thank you for your attention,
  
  *************************
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/10/2024

  We were hired by ****** Homebuilders for the insulation job for ********************************************  The job was inspected when we completed & we were paid for the work we performed by ******.   We blew the attic with cellulose insulation to the exact inches it should be to code.   After receiving a phone call from ************************* that the insulation was not enough in the attic we sent our supervisor out to look at attic insulation.  At that time AC work was being done and people had been in the attic.  On 5/31/2024 free of charge we still sent our attic guy to top off attic insulation & blew insulation back to where it should be.   Our attic guy has been with us 35 years & always leaves rulers to make sure & show homeowner's & inspectors the insulation is where it should be.  Our company has completed the insulation work we were hired for & will not be returning to the ******** residence.  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21844631
  
  I am rejecting this response because:
  I have documentation from Home inspector and a third party Insulation company that our Attic Insulation isnt up to code. Also I would like to add that ****** wasnt there as your witness he was there as our home builder. The guy you speak of that was my husbands  friend was actually ******* employee. I   can see by your response you didnt fully read our reply. We have never complained about the insulation that is stepped on the rafters from the ** company. We are talking about the insulation that sits on top of the sheet rock throughout the entire attic space, you know as well as we know that its impossible to walk on sheet rock to squish down the insulation you would fall through the ceiling. We have documentation, including videos and photos showing that the insulation thats sitting in in between the rafters that sits on top of the sheet rock is not up to code .**** that came to our home introduced himself as the owner of the company not the manager, and I would like to know your procedures on inspection. All **** did when he came into our home was walking into our attic, stand on the platform and swivel his head 90 and said yep its good if thats what you call inspection. Also **** stood in our driveway after he looked inside and tried to get us to pay 600 dollars to have more insulation blown in. But according to **** my husband followed him outside to fight him. Your story doesnt make since we spoke in two different locations outside after you looked inside of our attic. When we were outside at the last location in front of ***** car for the third time, he proceeded to throw his hands up in the air at me and yell Im out of here like a five year old child. We have our documentation like I mentioned before from the home inspector. We also have documentation from a third-party company and we will proceed with this in a different direction and let the Judge  decide.
  Sincerely,
  
  *************************