Complaints

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• Initial Complaint

  Date:09/29/2022

  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.

  Insulation company out. Blew in less than 1 minute insulation in attic. I was right there when they did it. Called ***** immediately to see how much insulation was blown in. She stated she didnt know. 2 workers under house for less than 10 minutes time. Husband observed and they took no added insulation and the only repair that we noted was to tape the existing insulation back up. For this they were charging $1200. I asked ***** for an itemized bill including hourly labor charge and cost of insulation. At first she stated that they do not itemize bills. Later she said she would provide an itemized bill. After I contacted company, appointment made for ******, their bz agent would come out to discuss complaints. ****** did not show. Later received message he couldnt make it and would call me to discuss concerns. I never heard from him. Inspector from Sustainable Living stated that taping up insulation did not fix problem. My complaint is they would not verify how much insulation was to be pumped for about $1000 charge. They would not give their labor rate when they did nothing but tape up existing insulation. If it cost $1288 for 10 minutes, that would be $7728/hr rate. They admitted that they overcharged us and would remove $300 for the attic. I feel they grossly overcharged and yet they will not provide information on charges. You can see in pics that insulation is already in place and they simply raised up the insulation and taped with foil tape. My question is, are they willing to manifest their 10 minutes work for $1200 on their consumer reviews. You can also see in pics the very small amount of insulation that was pumped. I have tried to resolve this issue but am noting that they are saying that I said they were there for an hr when in fact they were there for less than 40 minutes total and the claims that ****** made in letter are not true. Also note that insulation was not sprayed in the proper place and requires raking to correct.

  Business Response

  Date: 09/29/2022

  ****** at our company went out to do an inspection of the attic and the crawlspace insulation for *****. He provided me with the information to come up with a bid. ***** stated they only needed the insulation put back into place and attic insulation around a fan in the attic. ****** stated he advised them they needed more insulation in the entire attic, ***** and her husband declined the insulation in the entire attic area. ***** turned the insulation bid over to Sustainable Living, whom contacted me to let me know ***** had applied for their program and once the work was complete, they would have one of their inspectors come out to take a look at the work that was completed and then the rebate would go directly to *****. I asked ******** at Sustainable Living how we would receive payment and she stated ***** would have to pay us directly. I advised ***** that the payment would be due at time of completion of the work, she stated she understood. In order for her to get her financials ready, we pushed out her installation date to 9/14/2022.  

  The installation of the work happened on 9/14/2022. My crew called me stating ****** husband had stated that the insulation needed to be added in the entire attic area, I advised my crew that is not correct and to install as stated in their paperwork. ***** called me that same day stating she thought the work would be more, but that the crew was only out at her place for about an hour. I let her know that the bid she agreed to states that the insulation in the crawlspace would be put back up and that we would add attic insulation around the fan area that they requested. She asked for an itemized bill, but I let her know that is something we have never done and we don't provide that. I set up an appointment for ***** and ****** (our sales rep) so he would go out on Friday 09/16/2022 to discuss any issues with her, but he could not make it. I contacted ***** and let her a voicemail letting her know ****** could not make it and asked her to give me a call back to reschedule the appointment, I did not hear back from her via telephone. 

  On 9/21/2022 I received an email from ***** stating that she was waiting to her back from ****** and she also wanted an itemized bill. I responded to ****** email letting her know that ****** was supposed to reach out, but I had reviewed her account and believed the crawlspace insulation was over charged. I provided her with a $300 deduction on final invoice. I also let her know that I had attached the invoice and the work completed was completed according to the bid she agreed on (initial bid and invoice both attached). I let her know that the bid information was also provided to Sustainable Living and that Sustainable Living would have an inspector out to do an inspection on the work that was performed. I let ***** know that if there is anything wrong with the work we did (per the bid) we would be back out to fix at no additional cost. I advised her that the work we bid, was completed and payment was due upon completion and we have yet to receive payment.

  Throughout our conversations, she never mentioned her son going up into her attic to rake any insulation. This information was given to me until I received an email from her on 09/23/2022. 

  I answered ****** email and let her know that this issue regarding her son racking had not been brought to my attention on our previous conversations. On several occasions, I let ***** know that if there was something we did not complete correctly we would be back out to get it fixed. I also spoke to Sustainable Living, I let ***** know in my last email on 9/23/2022 that the work per the bid attached was completed (as you can see, the bid attached is very specific on what would be completed). Our company provided a bid, ***** accepted the bid, and the work that was completed was per the bid attached. Like I mentioned earlier, Sustainable Living was out to do an inspection and the work that we said we would complete was completed. Per Sustainable Living, the issue with ****** crawlspace is something with their duct work and they did not have someone complete that work. Our company wants but to make this right, and I let ***** know that as well.