Insulation Northwest LLC

To Whom It May Concern:   It came to my attention on December 14, 2015 that [redacted] had concerns with the work performed by Insulation Northwest.  I had Greg Varnadore (retrofit manager) get involved. He looked at the project, informed the customer that the insulation and baffles...

were properly installed and that the resolution to the moisture problem would be to install a gable vent fan with a humidistat. On December 16, 2015 he also told them to contact him after this was done so he could do another inspection.  I am unaware of any further contact with the customer until around the 2nd week of March 2016. The customer requested certificates for the products we installed.  March 15, 2016 the customer was given a copy of the insulation certificate. The customer said there were some errors with the certificate and requested a point of contact for the correct information. She was given that information within minutes. The next contact was on March 23rd when she emailed Keith Hamm (Insulation Northwest Production Manager) with a request for the paperwork.  She claims she did not receive a response.  Then she sent me an email on March 31, 2016 requesting assistance with getting the certificate for tax rebates.  I attempted to contact the customer by phone on April 1, 2016 and again on April 4, 2016 without success.  I then called the husband’s phone to see if he could have her contact me.  She called back and I put her in contact with Keith.  They were in contact (via phone) until the April 12, 2016 when she informed Keith that she needed CertainTeed’s Manufacturer’s certificate for a tax credit.  The next day Keith sent the customer an update on the invoices and other paperwork she was requesting. The next contact I am aware was on April 15, 2016, when the customer emailed Keith with same request. She received an email about one hour later with a course of action Insulation Northwest will take concerning the matter.  She did not receive the information before 3pm as she requested & was unable to get her tax deduction.  On April 19, 2016 I spoke with the customer at length and mutually came to a workable solution.  On April 21, 2016 the customer requested that I send more than one person to look at the project.  In response, Greg and Bill M[redacted] went to the residence on April 27, 2016 to inspect.  The gable fan had been installed and seemed to be doing the job keeping the moisture out.  When the fan was installed, insulation was packed down. The customer requested this be fixed. I made arrangements with production and the customer to have that work completed. On May 11, 2016 two of our installers went out and completed the requested work. We were made multiple attempts to contact the customer after the work was completed, but were unable to get a response.