RetroFoam of Arizona

Kasi makes numerous false statements in their response. They no called no showed for more then one appointment, at no point where they forced to reschedule because a work site wasn't ready, they have failed to respond to numerous phone calls and emails, they have been told numerous times that we were not pleased with the service and were not happy with the work completed.  That KASI failed to provide the green addendum, warranty and that they charged more then the original contract are documented facts.  I have asked KASI repeatedly to have an APS inspector look over the work or to meet with me and have a third party company look at their work which they have refused to comply with.  KASI took over 30 days even to respond to this latest complainant.  I would be happy to sit down and work with them to pursue a refund as my impression is they performed a very poor job.  I am still interested in having their work inspected by the board of contractors, APS or a third party company and am still under the impression from KASI's response that they are still refusing to comply with that request.  If KASI is willing to work towards fixing their numerous errors I would appreciate that or a refund to try to find a reputable company that performs quality work to do the job.
 

This issue has been resolved with the customer.  The repair was completed by our drywall contractor a few weeks ago.

This project was completed under APS's Home Performance with Energy Star Program.  Since Kasi has consistent good reviews from the program managers who've audited our work over the years, and because our reputation with the utility company is very important to us, I have responded with an...

attached word document because the response is longer than the space allowed here.The short summary is as follows: 
Kasi did no call, no show, once due to a scheduling error.  When this was discovered, Kasi immediately called and apologized and rescheduled at a convenient time for Mr. [redacted] and his mother.  We are sorry for this mistake.
As for Mr. [redacted]'s other complaints, they are not true.  We called him many, many, times, as well as called his mother.  We did not charge more than the contract amount, even though the job site was not ready for the crew when they showed up to do the work on the first day - which caused us to lose a day of overhead and inconvenienced the customer's scheduled after Mr. [redacted].
The job was completed to all standards required by APS, the Department of Energy standards governing energy efficiency improvements in the Home Performance With Energy Star program, OSHA standards for work in confined, unventilated places,  and the manufacture's standards to properly install their product.
Mr. [redacted]'s attic was foam sealed with 5.5" nominal thickness, the exact same way all RESNET Zero Energy homes are foam sealed, and Energy Star Homes are foam sealed, in the desert southwest.
Mr. [redacted] has a lifetime warranty on the foam, and the XPHTML file needed for the green energy addendum is completed and stored with APS's Energy Savvy program.
We recommend that Mr. [redacted] not remove the foam insulation because it change the status of the HPXML file and take away the green energy addendum, as well as remove his insulation improvement, his air seal, and his duct seal.
See the attached word doc for further details.

Attached are three documents:
Document 1: Parke 2nd Response & Table Of Contents
Document 2: Parke Documentation
Docuement 3: Parke HPXML file (green addendum data showing Mr. [redacted]e's improvements on file with APS)

After the customer signed the contract and deposit authorization form  to have work done at her house on 5/31/2014, we scheduled to install on June 16-18. The customer requested these dates and had it written into the contract. On the morning of 6/16, she postponed the installation....

We rescheduled the installation for July 7-9. On July 7th,the customer again postponed the installation Numerous attempts to reschedule the work were ignored.  The customer called our office on August 6th, 2014, after hours and left a message stating that she wanted her deposit back. She also called on October 21st, 2014 and  January 5th, 2015  After each of these calls, we made several attempts to contact the customer to set up the conference call with the lender ([redacted]) to refund the deposit. We never received any response from her until months later.In February, [redacted] was finally able to schedule a conference call with the customer to authorize the refund. When [redacted] was in the call with [redacted], the [redacted] representative attempted to call the customer to join the call. The customer did not answer the call from [redacted] and we were not able to refund the funds.After finally arranging a refund for the deposit on May 6th, 2015, we were informed by [redacted] that the account had been used by the customer to make other purchases in violation of the terms of the financing.  We were charged a significant financing fee as a result of the customer’s fraudulent use of the financing with another company.  As of this time, we’ve yet to recover the additional fees as a result of the fraudulent charges.

Review: Kasi was hired to install spray foam in my attic. They original contract was $2095 and the job was supposed to take 2 days. Kasi no called, no showed for a number of appointments, extending the job into a 3 week process and forcing me to take many extra days off at work. They also needed an extra $300 to finish the job, because they claimed to have made an error on the original invoice. I took time off of work for their inspector to come out and verify the work had been performed to contract specifications but he no called/no showed. The original sale included a Green addendum that would be added to the title for my property and a lifetime transferable warranty for the spray foam. I have received neither and have received no reply to an email follow-up, I've also followed up by phone in which i'm told the Green addendum was an error on the sales-mans part and that no timeline is in place for receiving the warranty. I am under the impression from reviewing their work with another contractor that KASI did a poor job of providing insulation and that to increase home comfort and reduce energy consumption I may have to the entire job redone.Desired Settlement: I would like a full refund to hire a new contractor to come in and do the job correctly. I feel KASI's inspector no call/no showing, followed by their failure to honor the original agreement to provide a green addendum and a lifetime warranty, followed by their failure to respond to email shows they are not confident that they did a quality job and are not willing to honor the contract they entered.

Business

Response:

This project was completed under APS's Home Performance with Energy Star Program. Since Kasi has consistent good reviews from the program managers who've audited our work over the years, and because our reputation with the utility company is very important to us, I have responded with an attached word document because the response is longer than the space allowed here.The short summary is as follows: Kasi did no call, no show, once due to a scheduling error. When this was discovered, Kasi immediately called and apologized and rescheduled at a convenient time for Mr. [redacted] and his mother. We are sorry for this mistake.As for Mr. [redacted]'s other complaints, they are not true. We called him many, many, times, as well as called his mother. We did not charge more than the contract amount, even though the job site was not ready for the crew when they showed up to do the work on the first day - which caused us to lose a day of overhead and inconvenienced the customer's scheduled after Mr. [redacted].The job was completed to all standards required by APS, the Department of Energy standards governing energy efficiency improvements in the Home Performance With Energy Star program, OSHA standards for work in confined, unventilated places, and the manufacture's standards to properly install their product.Mr. [redacted]'s attic was foam sealed with 5.5" nominal thickness, the exact same way all RESNET Zero Energy homes are foam sealed, and Energy Star Homes are foam sealed, in the desert southwest.Mr. [redacted] has a lifetime warranty on the foam, and the XPHTML file needed for the green energy addendum is completed and stored with APS's Energy Savvy program.We recommend that Mr. [redacted] not remove the foam insulation because it change the status of the HPXML file and take away the green energy addendum, as well as remove his insulation improvement, his air seal, and his duct seal.See the attached word doc for further details.

Consumer

Response:

Kasi makes numerous false statements in their response. They no called no showed for more then one appointment, at no point where they forced to reschedule because a work site wasn't ready, they have failed to respond to numerous phone calls and emails, they have been told numerous times that we were not pleased with the service and were not happy with the work completed. That KASI failed to provide the green addendum, warranty and that they charged more then the original contract are documented facts. I have asked KASI repeatedly to have an APS inspector look over the work or to meet with me and have a third party company look at their work which they have refused to comply with. KASI took over 30 days even to respond to this latest complainant. I would be happy to sit down and work with them to pursue a refund as my impression is they performed a very poor job. I am still interested in having their work inspected by the board of contractors, APS or a third party company and am still under the impression from KASI's response that they are still refusing to comply with that request. If KASI is willing to work towards fixing their numerous errors I would appreciate that or a refund to try to find a reputable company that performs quality work to do the job. [redacted]

Business

Response:

Attached are three documents:Document 1: Parke 2nd Response & Table Of ContentsDocument 2: Parke DocumentationDocuement 3: Parke HPXML file (green addendum data showing Mr. [redacted]e's improvements on file with APS)

These folks think it's ok to run a VERY LOUD foam insulation truck with no respect for local noise ordinance and HOA rules. They have been parked outside my home insulating at my neighbors home since 6:15 AM. I do not know of any neighborhood in the valley where this would be considered acceptable, and it certainly is not here. When I called to voice my concern, they said I could leave my name and number. Thanks for nothing!

Review: I had [redacted] at my house for an estimate in Sept. 2013. [redacted] accidentally broke the access cover piece to my attic. [redacted] assured me that someone would contact me to resolve the broken piece. About two weeks went by, without any contact from Retrofoam, so I contacted them. The next day a drywall repair contractor arrived at my house, I believe his name was [redacted] . He took a measurement for the piece that is broken, and scheduled to come back at the end of the week. I never heard from him again.

I contacted Retrofoam on Monday to get the piece replaced, and the gentleman that had answered the phone, stated that he would have a repairman call me on Tuesday. I didn't hear from anyone yesterday, and I am now filing this complaint.

Business

Response:

This issue has been resolved with the customer. The repair was completed by our drywall contractor a few weeks ago.

My general contractor recommended Retrofoam and my first appointment at the house was with the owner. I appreciated that his foremost goal was a quality product which would result in a happy homeowner. Our particular home is historic and his employees made sure to be on time, work diligently, and not leave a mess. His price was competitive and the final product was exactly what we were expecting. My attic temperature is between 5-8 degrees off from our interior temperature which means I could start using my attic for storage. It has also been nice for anybody else working in my attic (like the guy who installed our new kitchen exhaust fan) since it was cool regardless of being an August afternoon.

I choose the people I do business with carefully and Retrofoam was no different. I like local, well established, professional, knowledgeable companies that bring value to me. Thank you Retrofoam!

They came to our home on time. They did an excellent job. We had some siding installed by a "handy man" a couple a years ago. Retrofoam noticed that they had not adequately screwed down about half of the siding that was installed. They fixed it for us at no additional charge. The man that came was very courteous and finished the job within the time he said he would. Our home is cooler in summer, and warmer in winter. Plus, it is quietier as well. We are very happy with the work they did and would highly recommend them to anyone who wants to make their home more energy efficient.

Review: RetroFoam sales manager misrepresented their abilities. Gave a quote and contract however never even entered attic. At time of work being started company damaged property, filled ac duct with foam, damaged ac, roof and fixtures. Owner reviewed property, refused to honor contract, demanded payment for work completed and did not provide a resolution to the damage caused by the companyDesired Settlement: Deposit paid of $4500.00 to be refunded in full, plus damages of $2500.00 for cost of repairs

Business

Response:

This issue has been settled with the homeowner. For the record: Our sales manager did not misrepresent our abilities, but it is true that he did not correctly specify how the foam insulation should be installed in one area of the homeowner’s house. We did fill one duct with foam, which does happen on occasion and we had arranged for a contractor to repair it at our expense. It comes with the territory in retrofit work. We did not damage the AC, roof, or fixtures. This is simply not true. Our owner did review the property, and he wanted to honor the contract which we always do, but the homeowner evicted us from the property when the owner said we would need one more day to finish the job properly. The homeowner wanted us to do 12 hours worth of work in 6 hours. We cannot do that and still do quality work. We have installed foam insulation in over 2000 homes in Arizona. We do professional work in every home, and correct every mistake that we make if given the opportunity to do so by the homeowner.

Review: I canceled ( with no intention to have the work done) a scheduled work project at my home well before any work was done and Retrofoam of Arizona has charged my account in excess of a few thousand dollars. At present, the financing Co has me liable for this amount with a possible 22.0% interest charge after June 7, 2015.

I have been in contact with not only Retrofoam but also Green sky over the past year to credit that amount back prior to that 22.0% charged being applied to the charged amount to no avail! I am pissed!Desired Settlement: Credit that amount of $2,700 back to the account prior to June 7, 2015.

Business

Response:

After the customer signed the contract and deposit authorization form to have work done at her house on 5/31/2014, we scheduled to install on June 16-18. The customer requested these dates and had it written into the contract. On the morning of 6/16, she postponed the installation. We rescheduled the installation for July 7-9. On July 7th,the customer again postponed the installation Numerous attempts to reschedule the work were ignored. The customer called our office on August 6th, 2014, after hours and left a message stating that she wanted her deposit back. She also called on October 21st, 2014 and January 5th, 2015 After each of these calls, we made several attempts to contact the customer to set up the conference call with the lender ([redacted]) to refund the deposit. We never received any response from her until months later.In February, [redacted] was finally able to schedule a conference call with the customer to authorize the refund. When [redacted] was in the call with [redacted], the [redacted] representative attempted to call the customer to join the call. The customer did not answer the call from [redacted] and we were not able to refund the funds.After finally arranging a refund for the deposit on May 6th, 2015, we were informed by [redacted] that the account had been used by the customer to make other purchases in violation of the terms of the financing. We were charged a significant financing fee as a result of the customer’s fraudulent use of the financing with another company. As of this time, we’ve yet to recover the additional fees as a result of the fraudulent charges.

Review: In February 2015, we sustained tile grout and landscape damage as a result of the foam installation procedure. We contacted the owner and he promptly and personally examined the damage. At that time he verbally offered to: repair the damage, reimburse us monetarily for our inconvenience, and issue a 5 year warranty for the tile repair. The tile and landscape damage was satisfactorily repaired within a reasonable time but we have not received the written warranty or the reimbursement.

In April 2015 we sent a letter to the owner reminding him that we were patiently awaiting his response. On June 15 2015, we left a message with the office. The call was not returned. On June 18 we spoke to the owner by phone. We were promised an immediate response. It is now July 6, 2015 and we are still waiting for a resolutionDesired Settlement: We would like the owner to honor his original verbal agreement. We want the written warranty for the tile repair and a reimbursement.