Mountain Peak Insulation

This complaint should be directed to Mountain Peak Insulation and not Mountain Peak AirThey are sister companies but different entities with different trade specialtiesMPA was not hired to do work for this customer.We regret that the customer is dissatisfied with MPI, but we feel the problem was resolved fairlyWhen Logan initially evaluated the home, he saw that there was only in of insulation when it should be a min of in, so he was confident that it would helpHowever, he is not an A/C specialist, so he did not take into account that there may be major A/C issues on top of the major insulation issuesThis was an honest mistake.The area that did not get insulated was an addition to the home which could be accessed only by a very small offshoot in the atticWhen it was built, it was not insulated or provided with sufficient duct workThe builders also did not take into account that it added square footage to the home, so the existing A/C unit would be inadequate.This small offshoot in the attic to the addition was overlooked by the insulation techs during installIn return trips to diligently address the issue, we discovered this and offered to complete the work and have Mountain Peak Air quote to fix the A/C issuesBecause of the small attic access we suggested a ductless mini split to cool the additionThese units are costly (our price is in line with other companies) and the customer declinedMPI refunded the customer for what had not been insulated (we mailed a check, the customer did not receive, so we mailed another check, the next day the customer still did not receive it, so we went that day to hand-deliver a checkOn our way the customer called saying they had just received both checks in the mail)Customer satisfaction is so important to our small business, so we ended up refunding the customer the full amountWe apologize for MPIs oversight but feel we were in no way dishonest and were diligent to make up for their trouble

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
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Jenni T***

We regret that the customer is dissatisfied with MPI, but the customer has received a full refund and we believe the problem has been resolved completely and fairly.When Logan initially evaluated the home, he saw that there was only in of insulation when it typically should be a min of in, so he was confident that adding insulation would make a tremendous differenceHowever, he did not realize that there were major A/C issues on top of the customer's major insulation issuesThis was an honest mistake, and was in no way intended to deceive the customer.After further inspection, the area that did not get insulated ended up being an addition to the home which could be accessed only by a very small offshoot in the atticWhen it was originally built, it was not insulated at all or provided with sufficient duct workThe builders also did not take into account that it added square footage to the home, so the existing A/C unit would be inadequate.This small offshoot in the attic to the addition was overlooked by the insulation techs during installIn return trips to diligently address the issue, we discovered this oversight and offered to complete the work but the customer declined. MPI refunded the customer for what had not been insulated (we mailed a check, the customer did not receive, so we mailed another check, the next day the customer still did not receive it, so we went that day to hand-deliver a checkOn our way to deliver the check, the customer called saying they had just received both checks in the mail)Customer satisfaction is so important to our small business, so we ended up refunding the customer the full amountWe apologize for our oversight but feel we were in no way dishonest and were diligent to make up for their trouble

This complaint should be directed to Mountain Peak Insulation and not Mountain Peak Air. They are sister companies but different entities with different trade specialties. MPA was not hired to do work for this customer.We regret that the customer is dissatisfied with MPI, but we feel the problem was...

resolved fairly. When Logan initially evaluated the home, he saw that there was only 3 in of insulation when it should be a min of 13 in, so he was confident that it would help. However, he is not an A/C specialist, so he did not take into account that there may be major A/C issues on top of the major insulation issues. This was an honest mistake.The area that did not get insulated was an addition to the home which could be accessed only by a very small offshoot in the attic. When it was built, it was not insulated or provided with sufficient duct work. The builders also did not take into account that it added square footage to the home, so the existing A/C unit would be inadequate.This small offshoot in the attic to the addition was overlooked by the insulation techs during install. In return trips to diligently address the issue, we discovered this and offered to complete the work and have Mountain Peak Air quote to fix the A/C issues. Because of the small attic access we suggested a ductless mini split to cool the addition. These units are costly (our price is in line with other companies) and the customer declined. MPI refunded the customer for what had not been insulated (we mailed a check, the customer did not receive, so we mailed another check, the next day the customer still did not receive it, so we went that day to hand-deliver a check. On our way the customer called saying they had just received both checks in the mail). Customer satisfaction is so important to our small business, so we ended up refunding the customer the full amount. We apologize for MPIs oversight but feel we were in no way dishonest and were diligent to make up for their trouble.