To whom this may concern:We did contract on or about 7/7/17 to do insulation for *** ***We went to do the project on or about 8/12/on the date of install we took the customer from approximately 7-10” of insulation to and R-level (approx20”), we had also contracted to
install an additional bathroom vent fan to help with a moisture / condensation issue in a bathroomAt the time of install the customer decided not to do the bath fan and we refunded $to the customer for the work they did not done.Upon completion of project the customer signed off that the job was completed as contracted, and I did an additional follow up call to Ms*** on 8/13/and she stated she was very happy with the project.That winter the customer called back saying still having a moisture issue even after the insulation project, which is why we recommended an additional fan initially, we came back out and installed the fan in the bathroom, (at no cost to the customer, we did this for free), and inspected project to make sure nothing was missed also re-blew insulation compressed by fan install, after that was completed I also did a follow up call to Mr*** to see if this helped resolve the moisture issue and he told me that it had, he even stated that he took a shower and even with the door shut there was no fog on the mirror, normally would fog with door open. He stated they were happy with everything.Ms*** called stating her electric bills had gone up since the project was doneI explained I had never heard of additional insulation making the home less efficient but we would look into it and see if we could come up with some reason for the rise in electric cost, at this point it was not mentioned to me that they had switched from a gas water heater to and electric water heater which certainly account for some additional electric usage My rep, **, who has an engineering background did ask for billing info so he could try to track usage before and after the project and I must admit it did take some time to analyze all the data for almost a year period and do research on fuel usage and all the variables that go into itAfter charting and graphing all the data he did call her to try and cover the info with her, at which point she she used what could only be described as Very salty, adult language at ** and hung up on himOnce a customer uses language like this it is hard to speak to them.As to the “not contacting her by phone or email” We spoke on the phone a few times but the conversations did not go very smoothly but I did byMy replies were on 7/25, 7/30, 8/11, 8/25, 9/9, this does not include any emails or calls my rep ** also had with Ms***.As I stated it did take a while to compile all the data for her bills including daily usage for electric and gas it took longer because they use different companies for gas and electric and they report usage in different formatsAlso as I'm sure you are aware to really analyze the data you also have to look at heating or cooling degree days and temperatures and other variables We have many, many customers and have not heard of any of them having increases in usage, I have even done many internet searches to see if insulation can increase usage and really have found nothing.I feel at this point we are at an impasse with Ms*** we believe we can show some true data on her usage but she must realize that insulation only helps with heating and cooling usage and not other items in the home such as lifestyle, water heating, lighting, appliances, computers, (especially if someone has multiple servers running etc.), we also cannot control the cost of electric or gas going up or down, but only usage.We always do everything we can to make our customers happy, which based on our hundreds of online reviews, follow up calls to our customers, and referrals we receive I believe we do a good job of thatAll of employees know we do what we have to do to make our customers happy with their investment with us but in this case I am not sure what else can be done if we can’t review the actual data with her.Please call me with any questions concerning this issue call me anytime,*** ***PresAttic Experts***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Reply to MrH***’s statement regarding complaint. I would like to address MrH***’s comments in the order they were made.First, we contracted on approximately 7/7/15, not 2017, as this date has not arrived yet. The contract was indeed to take our R-level to and we contracted to install a fan. The fan was to help with the moisture problem in the bathroom. When the team came to install everything, ** also stopped by and said we did not need that fan. This is why it was not initially installed We were refunded $165.Upon completion, I did sign off that the job was completed as contracted and in the follow up, I did state that I was happy with the installation. At that time, I was very happy as MrH***’s crew was very friendly, patient with my questions, and even took the time to interact with my dogs. My complaint has never been with the installation process.When winter arrived, I did call back and mentioned the moisture problem persisted. Because of this, MrH*** agreed to install the fan that was skipped initially. He stated that since ** had suggested it was not need, he would install it for free if I provided that fan. I purchased a fan and MrH***’s crew installed it. They also inspected as I stated my bills weren’t going down. Upon inspection, ** was told about the water heater and his response was, “Oh, I don’t care about that, it doesn’t make that much of a difference”. He also said all was in order. After the fan was installed, the moisture problem was resolved and my husband did speak with MrH*** mentioning that all was well with it. Again, my complaint is not with the moisture problem or the fan installation, it is with the increased usage after being told it would decrease so I’m not sure why MrH*** is mentioning this in his response.As far as when the water heater, I do know it was installed weeks prior to the insulation so it was here when MrH***’s crew worked and ** specifically mentioned it to my husband upon reinstection.As winter went on, I did call asking why my usage hasn’t decreased and was told more time and my usage data was needed. Specifically it was stated that until a year had passed, we couldn’t get a true picture of what is going on so I agreed to wait until July of to see if we indeed were using more.I emailed MrH*** beginning July 24, 2015. Copies of these emails have been sent to Mr***. These state that I have had a usage increase. I also emailed on 7/30/and was told MrH*** was having family problems and not ignoring me to which I replied to take care of his family first and that my discontent was not with the moisture but the usage. I heard from ** on 8/5/where he requested my gas and electric data (from two separate companies) in a spreadsheet form, broken down on a daily basis, and in the format used by my energy provider. (I’m not sure what this means.) At this point I had waited through a year of increased usage, contacted MrH*** several times, was told that I should provide over a year’s worth of data in a very detailed format, some of which I was not sure how to do. Yes, I was very frustrated and emailed MrH*** back expressing this in my 8/5/response. I received an email dated 8/11/again stating that I was not forgotten about me and asking again for gas and electric usage. I suggested on 8/28/that access to my *** and *** *** websites so that any data he wanted was available. This email wasn’t answered until 9/9/15, another week delay between my email and his response, and I was told this would involve too much personal information and MrH*** was not interested in doing this. I gave MrH*** a copy of my *** usage and mentioned the water heater here by comparing the gas usage before and after the installation. I asked for this matter to be resolved again, and was ignored. I also included a copy of a letter from *** *** stating that my budget usage would increase from $to $for the upcoming year. This would include an entire year from installation of the water heater and the insulation.** called and wanted to discuss why our usage had increased and the first thing he mentioned was that our usage had increase because of the water heater and the lifestyle going on in our home. First, I mentioned that *** *** installed the water heater and I had data specific to its usage. According to ***, the *** Energy person at Butler, the water heater uses between $45-$per month and no more. So according to the initial energy efficiently report that ** did before installation, I should save around $per month after installation. At this point, ** said in a threatening manner, “I have numbers to back up my claims, do you want to hear them?” I was extremely frustrated at this point because of the delayed responses, ignoring my requests, and now I was being told basically that I was an it. I did use salty language and did hang up on him.As far as an impasse, I’m not sure what MrH*** means. I have offered him options to resolve this problem and they have been ignored on several occasions. Another thing that I’m confused about is MrH*** mentioning “true data”. I have given him open access to all of my data usage for both electricity and gas so I would imagine that is the “true data” and any analysis ** did wouldn’t be able to change “true data”. I understand that insulation would only help wit heating and cooling, but MrH*** and ** have been told on several occasions that nothing has changed in our home other than the water heater. There are no more people living here, and the thermostat is at the same setting as prior to install. Besides, how would he know about the lifestyle that occurs in my home? One fact that proves he’s mistaken about this is the “multiple servers” he mentioned running. These have been decreased since his product was installed as we no longer host websites for friend’s businesses. He also mentioned the cost of electric and gas. My comments have never mentioned the cost, but the usage. Just to check this, I asked Butler if there was a rate increase over the past year and was told that the cost has gone from cents in to cents in 2015. This represents an increase of less than four tenths of a cent.My last comment is this. If MrH*** was so confident in his product, **’s data analysis and the overall handling of my situation, why did he offer to return $to my husband in a phone call last week?
Regards,
*** ***
To whom this may concern:We did contract on or about 7/7/17 to do insulation for *** ***We went to do the project on or about 8/12/on the date of install we took the customer from approximately 7-10” of insulation to and R-level (approx20”), we had also contracted to
install an additional bathroom vent fan to help with a moisture / condensation issue in a bathroomAt the time of install the customer decided not to do the bath fan and we refunded $to the customer for the work they did not done.Upon completion of project the customer signed off that the job was completed as contracted, and I did an additional follow up call to Ms*** on 8/13/and she stated she was very happy with the project.That winter the customer called back saying still having a moisture issue even after the insulation project, which is why we recommended an additional fan initially, we came back out and installed the fan in the bathroom, (at no cost to the customer, we did this for free), and inspected project to make sure nothing was missed also re-blew insulation compressed by fan install, after that was completed I also did a follow up call to Mr*** to see if this helped resolve the moisture issue and he told me that it had, he even stated that he took a shower and even with the door shut there was no fog on the mirror, normally would fog with door open. He stated they were happy with everything.Ms*** called stating her electric bills had gone up since the project was doneI explained I had never heard of additional insulation making the home less efficient but we would look into it and see if we could come up with some reason for the rise in electric cost, at this point it was not mentioned to me that they had switched from a gas water heater to and electric water heater which certainly account for some additional electric usage My rep, **, who has an engineering background did ask for billing info so he could try to track usage before and after the project and I must admit it did take some time to analyze all the data for almost a year period and do research on fuel usage and all the variables that go into itAfter charting and graphing all the data he did call her to try and cover the info with her, at which point she she used what could only be described as Very salty, adult language at ** and hung up on himOnce a customer uses language like this it is hard to speak to them.As to the “not contacting her by phone or email” We spoke on the phone a few times but the conversations did not go very smoothly but I did byMy replies were on 7/25, 7/30, 8/11, 8/25, 9/9, this does not include any emails or calls my rep ** also had with Ms***.As I stated it did take a while to compile all the data for her bills including daily usage for electric and gas it took longer because they use different companies for gas and electric and they report usage in different formatsAlso as I'm sure you are aware to really analyze the data you also have to look at heating or cooling degree days and temperatures and other variables We have many, many customers and have not heard of any of them having increases in usage, I have even done many internet searches to see if insulation can increase usage and really have found nothing.I feel at this point we are at an impasse with Ms*** we believe we can show some true data on her usage but she must realize that insulation only helps with heating and cooling usage and not other items in the home such as lifestyle, water heating, lighting, appliances, computers, (especially if someone has multiple servers running etc.), we also cannot control the cost of electric or gas going up or down, but only usage.We always do everything we can to make our customers happy, which based on our hundreds of online reviews, follow up calls to our customers, and referrals we receive I believe we do a good job of thatAll of employees know we do what we have to do to make our customers happy with their investment with us but in this case I am not sure what else can be done if we can’t review the actual data with her.Please call me with any questions concerning this issue call me anytime,*** ***PresAttic Experts***
Revdex.com:
t. I did use salty language and did hang up on him.As far as an impasse, I’m not sure what MrH*** means. I have offered him options to resolve this problem and they have been ignored on several occasions. Another thing that I’m confused about is MrH*** mentioning “true data”. I have given him open access to all of my data usage for both electricity and gas so I would imagine that is the “true data” and any analysis ** did wouldn’t be able to change “true data”. I understand that insulation would only help wit heating and cooling, but MrH*** and ** have been told on several occasions that nothing has changed in our home other than the water heater. There are no more people living here, and the thermostat is at the same setting as prior to install. Besides, how would he know about the lifestyle that occurs in my home? One fact that proves he’s mistaken about this is the “multiple servers” he mentioned running. These have been decreased since his product was installed as we no longer host websites for friend’s businesses. He also mentioned the cost of electric and gas. My comments have never mentioned the cost, but the usage. Just to check this, I asked Butler if there was a rate increase over the past year and was told that the cost has gone from cents in to cents in 2015. This represents an increase of less than four tenths of a cent.My last comment is this. If MrH*** was so confident in his product, **’s data analysis and the overall handling of my situation, why did he offer to return $to my husband in a phone call last week?
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Reply to MrH***’s statement regarding complaint. I would like to address MrH***’s comments in the order they were made.First, we contracted on approximately 7/7/15, not 2017, as this date has not arrived yet. The contract was indeed to take our R-level to and we contracted to install a fan. The fan was to help with the moisture problem in the bathroom. When the team came to install everything, ** also stopped by and said we did not need that fan. This is why it was not initially installed We were refunded $165.Upon completion, I did sign off that the job was completed as contracted and in the follow up, I did state that I was happy with the installation. At that time, I was very happy as MrH***’s crew was very friendly, patient with my questions, and even took the time to interact with my dogs. My complaint has never been with the installation process.When winter arrived, I did call back and mentioned the moisture problem persisted. Because of this, MrH*** agreed to install the fan that was skipped initially. He stated that since ** had suggested it was not need, he would install it for free if I provided that fan. I purchased a fan and MrH***’s crew installed it. They also inspected as I stated my bills weren’t going down. Upon inspection, ** was told about the water heater and his response was, “Oh, I don’t care about that, it doesn’t make that much of a difference”. He also said all was in order. After the fan was installed, the moisture problem was resolved and my husband did speak with MrH*** mentioning that all was well with it. Again, my complaint is not with the moisture problem or the fan installation, it is with the increased usage after being told it would decrease so I’m not sure why MrH*** is mentioning this in his response.As far as when the water heater, I do know it was installed weeks prior to the insulation so it was here when MrH***’s crew worked and ** specifically mentioned it to my husband upon reinstection.As winter went on, I did call asking why my usage hasn’t decreased and was told more time and my usage data was needed. Specifically it was stated that until a year had passed, we couldn’t get a true picture of what is going on so I agreed to wait until July of to see if we indeed were using more.I emailed MrH*** beginning July 24, 2015. Copies of these emails have been sent to Mr***. These state that I have had a usage increase. I also emailed on 7/30/and was told MrH*** was having family problems and not ignoring me to which I replied to take care of his family first and that my discontent was not with the moisture but the usage. I heard from ** on 8/5/where he requested my gas and electric data (from two separate companies) in a spreadsheet form, broken down on a daily basis, and in the format used by my energy provider. (I’m not sure what this means.) At this point I had waited through a year of increased usage, contacted MrH*** several times, was told that I should provide over a year’s worth of data in a very detailed format, some of which I was not sure how to do. Yes, I was very frustrated and emailed MrH*** back expressing this in my 8/5/response. I received an email dated 8/11/again stating that I was not forgotten about me and asking again for gas and electric usage. I suggested on 8/28/that access to my *** and *** *** websites so that any data he wanted was available. This email wasn’t answered until 9/9/15, another week delay between my email and his response, and I was told this would involve too much personal information and MrH*** was not interested in doing this. I gave MrH*** a copy of my *** usage and mentioned the water heater here by comparing the gas usage before and after the installation. I asked for this matter to be resolved again, and was ignored. I also included a copy of a letter from *** *** stating that my budget usage would increase from $to $for the upcoming year. This would include an entire year from installation of the water heater and the insulation.** called and wanted to discuss why our usage had increased and the first thing he mentioned was that our usage had increase because of the water heater and the lifestyle going on in our home. First, I mentioned that *** *** installed the water heater and I had data specific to its usage. According to ***, the *** Energy person at Butler, the water heater uses between $45-$per month and no more. So according to the initial energy efficiently report that ** did before installation, I should save around $per month after installation. At this point, ** said in a threatening manner, “I have numbers to back up my claims, do you want to hear them?” I was extremely frustrated at this point because of the delayed responses, ignoring my requests, and now I was being told basically that I was an i
Regards,
*** ***