Sol Solutions Today

Mrs*** contacted us on May 3rd after her install had been completed. She let us know that it was not done to her satisfaction. Mr *** signed off on our Installment Completion Certificate that he was satisfied by our work which notes to do a walk through with the installer before
signing off that you are satisfied*** had also contacted our salesman who reached out the same day to figure out what he could doOur salesman & the home owner decided he would come by on May 5th to look at the job & take photos.On May 10th *** called to tell us she didn't want that installer coming out since he didn't do it right the first time. We explained to *** that the same installer would come out to fix any issues that are brought to our attention, our reasoning is that if they did make a mistake, they are responsible in fixing it.*** talked to our office manager, customer service rep, salesman and our install supervisor on numerous occasions, as she contacted us multiple times a day through phone & emailAll of us made sure to go over what was installed and why, explaining why we are not able to tape every seam and so onOur installer went out on June 10th & after inspecting the install, he again let the homeowner know that everything was done to the right standards & why things look they way they do*** was still not satisfied so against our recommendation she had our installer tape sections of the performance blanket to try and satisfy the customerWe apologize for any miscommunication on our end and have made changes to our process to make sure this doesn't happen againWe have made every attempt to complete this job to the right standards and without comprising the integrity of the productIf there is more area that needs to be covered we are more than happy to send a salesman out to quote the rest of the space

Complaint: ***
I am rejecting this response because:This was a big communication issue - in my case what was promised in the sales meeting when we purchased the service was not what we receivedWhat we thought we were buying for $was a crawlspace where you would not see any pink insulation after the silver blanket insulation was installedAt the initial sales presentation, where we purchased the service, we were told that we were buying a sealed crawlspace and they showed pictures of a big box showing no gaps, spaces or visible pink insulation - just silverWhat we received was a crawlspace with lots of gaps, open spaces and lots of exposed pink insulation with no explanation on whyOn May when the salesman (Rick) came out to look at the initial install, Rick said to me that the job performed was not acceptableAt this point, my understanding was that everything needed to be completely sealed in my crawlspace to be "fixed" and acceptableThen on June when the installer came out the second time I insisted it be sealed per the expectation set at the sales meeting and Rick's assessmentOnly after the installer sealed it to my demands did the installer inform me that completely sealing the crawlspace would create future moisture problems and that I would now be expected to crawl down there myself and cut slits into the sealed area to ensure proper air flow.This is ridiculous as I am years old and had just paid them $4000!The sales people should not be showing images of totally sealed crawlspaces during the sales presentation where there is no exposed gaps or visible pink insulation, this sets the expectation that after you buy their product your crawlspace will look completely sealed - which is not true in every case.Had the installer on day one simply communicated with me and reset my expectation on why our crawlspace needed open gaps and spaces and there would be visible pink insulation everywhere vs being a completed sealed solution with their blanket insulation, I would have never demanded the crawlspace be completely sealed.At this point I would like the company to come out and cut slits in any areas they believe are sealed too tightly to ensure proper airflowAnd I would also like a second opinion from one of their other installers on our installation
Sincerely,
*** ***

The customer has agreed to everything I have stated in this conversation. We have completed our work fully. Since she had us seal everything against our recommendation, we believe we are no longer responsible for additional requests from this customer.

Sol Solutions Today would like to express our apology, that this customer has not experienced the industry leading service we are known for. We pride ourselves on providing a...

timely and reliable turn around to complete home performance improvements for our customers. Our installs are traditionally performed with in house labor, however given the location of this customer’s install and the nature of the work to be completed, we needed to subcontract a portion of their install. The subcontractor for this project was unable to achieve our standard of service, and with no notice to us, walked off the job.    Upon learning of the issue, Sol Solutions Today made an immediate effort to replace the contractor, but it was requested by the homeowner that we maintain the original subcontractor. Due to personal reasons, that subcontractor was not able to complete the work. Sol Solutions Today had two companies out within the week and reached an agreement with a local company to expedite the completion of the install the following week. This agreement could not be confirmed due to work order changes requested by the customer.     Sol Solutions Today has offered several solutions to complete this install. We have found other local companies and even offered to pay extra charges to those companies to expedite the install. There was an offer made to refund this customer the difference, less materials and labor, and withhold all mark ups on materials. In addition, we offered to provide $500 toward a new contractor of the customer’s choosing. These offers were rejected. A request was made by this customer for an 80% refund of the project, including sales tax and that thousands of dollars in ductless equipment be left with this customer that had not been paid for and was not part of the original work order. While we felt that this request was unreasonable, we agreed because we found it more important for the customer to be happy. Once we agreed to the request, it was requested by this customer that additional considerations be made for pain and suffering. Our agreement was ultimately declined by the customer.    Sol Solutions Today maintains all necessary licenses and bonds in the states we operate. We do not authorize work for unlicensed or unpermitted projects. All subcontractors’ projects must pass inspection before payments are issued to ensure our standards are met.    It is one of our company core values that we  provide charismatic and detail focused installs and customer service. We cannot promise perfection, but we take pride in our integrity to own and fix our mistakes. We have made many attempts to correct the issues experienced. It has been expressed to us since, that the company recommended by Sol Solutions Today will complete this install. We have issued the homeowner a refund for the project.

Complaint: [redacted]
I am rejecting this response because:I don't believe their sales pitch maps to what we received and hope this complaint helps the company learn to avoid future outcomes like mine.
Sincerely,
[redacted]