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Smith Insulation Reviews (1)

Review: I prepaid for services prior to moving into our new home with the former owner (we split the bill). The inspection took two hours and we received the insulation about two months later. I kept calling Smith Insulation and they were very busy and said they had the previous owners number, not mine to contact me..The day of the insulation went smooth, but then came a bill about a month later for additional charges for ventilation.we were never informed of this additional charge and I sent a letter asking for a written explanation, why this wasn't in the initial inspection and why we were not notified the day of insulation additional charge will be needed.The first letter went to the [redacted] Smith office and I received no written response. About a month later I received a late notice bill again from Smith Insulation and I again wrote another letter and included I want a written explanation. This time I sent it to the [redacted] office since the bills come from there.Another month went b and no written response except for another late bill. This is unacceptable and I now will send a certified letter to Smith and include the first and second letter. The amount is 70.60 and as long as I am in dispute without resolution I will keep this going. Smith Insulation business practice is very unprofessional when all I asked is for a simple written explanation and got nothing.Desired Settlement: I want a written explanation and an apology from this company.

Business

Response:

We received a call requesting an inspection for a home from a Realtor. She accepted the proposal, signed it and returned it to us. We were not aware at this time that she was not the owner. The pre payment check that we received was from a local title company.

This insulation work was part of the sale agreement. The proposal included rebates from the local power company and also a non profit renewable energy resource center in our area. We must receive "notice to proceed" prior to starting any insulation.

For the homeowner to receive these rebates, all work must meet the required codes established by the state's BPA program.

There was a garage that had been converted to living space and a bathroom built inside that area.

At the time of the proposal it did not appear that the bath fan in the said bathroom would be possible to vent out due to the very low pitch of the roof. When the insulators arrived on the job, the foreman climbed into the attic and observed an opening to the bathroom that could only be seen by crawling down into the eave. As anyone knows, there are always unknown factors when a job is in progress. The foreman explained to the homeowner that it was possible after all to vent that bath fan out positively through the roof, as is required by both companies to receive the rebate. The foreman also explained to the homeowner that it was crucial for the bath fan to be vented due to the low pitch of the attic and the fact that the pitch was so low it was impossible to install lower ventilation, without the proper air flow mold issues would begin within a few months and dry rot would follow within a few years. It was inevitable that the vent had to be added on, not only to pass code with both companies, but to also insure that the integrity of the framing of his new home would not be compromised. He agreed with the foreman that the additional work was necessary.

We received his letter. The foreman called several times to speak with him and left messages for him to return the call, to no avail, after repeated calls with no response, the foreman left a detailed message explaining the additional charge. We never got a call back from him, and assumed that he had accepted the explanation. He has stated that if it was communicated to him, he would have no problem with the bill. The foreman did explain everything to him prior to our completing the work. If he had denied the additional work be performed, we would not have completed it and the rebates would not be credited to him and he would be required to pay the total amount of the job.

As you can see it was absolutely crucial that the extra fan be vented positively through the roof to keep the integrity of the house intact. It is unfortunate that there was a misunderstanding. We do apologize for that.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The "detailed" messages of any subsequent phone calls went to a phone number that did not belong to me. I know this because after two months of waiting, I received a letter from Smith Insulation asking me to call them. Once I called it was discovered they were calling a wrong number. The female from this company did not advise they were leaving "detailed" messages about additional costs, the only thing I was asked if I wanted to proceed. The only thing "explained" was they were busy and my insulation was set up three weeks after this last conversation took place.

The day of insulation the workers had to go buy the extra duct work, so [redacted]’s explanation is absolutely inaccurate because the extra duct work was not known to his own workers or put on the work order. I was home on this day and they also had to call their field supervisor to inform him of this issue. This is why I assumed no other expenses were needed since I was not informed that day.

Regards,

Business

Response:

The first phone calls we made were to schedule to proceed with his insulation work.

The "detailed messages" our company left for him was AFTER we received his letter to contact him regarding the additional cost.

The phone number we were given was from the Realtor that accepted the proposal and instructed us to proceed with the work. The voice mail was generic, we had no way of knowing that it wasn't his phone number. I had no other way to contact him, that's when I sent him the letter to contact us so we could proceed with the work.

He was contacted, to the best of our ability with the information we were given. He did get a detailed explanation, not by phone, not by letter, the foreman spoke directly to him at his home, before the additional work was performed, as to why this additional work was crucial to maintain the integrity of his home. Would he prefer that we remove the ducting and return his home to the way it was when we arrived? If that is the case, we'd be happy to do that for him, there will be no rebate credited to his account and he can pay the full amount.

We are as anxious to resolve this matter as quickly as we are sure he is. Please let us know what We can do to resolve this issue.

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Description: Contractor - Insulation, Doors, Guards - Door & Window, Doors - Installation

Address: 1802 Browns Mill Rd, Cookeville, Tennessee, United States, 38506

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