Tom Brown Construction Company Inc.

When Mr*** informed us that he believed there was a problem with the insulation in his walls, we agreed to pay for thermal imagining of his walls. The thermal imaging company was unable to reach him on their first contact, but did manage to reach him and complete his scan on
03/26/Upon scanning the customer's walls, the *** *** *** *** found what they called "one of the best insulation jobs they had ever seen." There were no missed areas and the walls were fully insulated

We had to wait for the plugsWe have already been to their house to install themWe took care of all other issues immediately

We have this customer scheduled for a thermal imaging scanIf the thermal shows any areas that are cool, we will check those spots to make sure they are insulated and more insulation if we canUnder no circumstance would we have told her husband we had to tear all their walls outWe do not and
can not tear walls out

I am rejecting this response because: I want to wait to make sure they come out and get the problem fixed before accepting any response I did not state they would have to tear the walls out, only that they would have to tear them up to find the problem without the thermal scanThe customer service rep was rude in telling me she would not help me if I continued in a frustrated explanation as to the issues we were having in getting a proper and timely response to all our attempts to get the problem rectified
Regards,
*** ***

There is not significant sounds noise reductionThe level of outside noise has not reduced once the insulation was installedThe reply provided is not factual:The initial damage to my wall was done on the first visit from the installersAfter this visit, the exterior walls in my spare bedroom and dining room were damaged (which would be the responsibility of your company to fix)The second visit to my location from installers was due to drafts coming in my outlets (which was something I was told by my sales rep would never happen)It was in an attempt to fix this, that further damage was done to an exterior wallAt this point, the contractor, Phil visited to fix the broken wallsHe did state that this is common practice, as normally when someone complains about lack of insulation, the installers come out and overfill the walls, causing damageWhen the installers visited a third time, in an attempt to fix the noise issue, more insulation was added to the master bedroomThis was carefully done, as to not cause any further damage to walls, and the walls were filled as much as they could beThis still did not provide significant sound reductionAt no point was there damage done to interior walls, but all damage was done to exterior facing walls and all of it was caused by USA Insulation
Regards,
*** ***

We spoke to the customer shortly after installHe called to report damage to a GFI outlet and that he believed the ceiling of his garage was not fully insulated because the joists ran in a different direction that the holes the installer drilledAt the time of the first call I agreed to pay
them fifty dollars towards paint for a few spots where nails were backing out of the wallThe customer was to patch and sand the holes themselves, Mr *** agreed that nobody could do the sanding as well as they could themselves A week or two later, they called back and asked for more money towards the paintingI agreed, and on 4/21/sent them a check for $Not a gift cardWe have not heard from them sinceWe never heard anything about the dryer or home warranty, etc I personally created a work order and put it in the queue for schedulingWe call to schedule touch up work orders regularlyThere is no reason why the ***'s couldn't call our office and get on the schedule and/or report all this other damage and problems they claim to haveFYI, our contract states very clearly that we are not responsible for any damage to interior wallsWe agreed to pay for the paint because we are committed to customer satisfaction and wanted to offer something for the trouble. I have attached the work order and updated work order showing where I increased the refund from to dollarsThis work order has set in our office since April of waiting to be scheduledIf the ***'s have found additional areas they believe are lacking foam, aside from the garage ceiling, we are not willing to add more insulation to those spotsTheir walls cannot take any more insulation (if they are indeed damaged throughout the home from being insulated the first time.) That being said, we will come insulate the garage ceiling properlyPlease call to schedule a date and time for a crew to come back outIf they send the receipt for the home warranty company coming out to check the dryer outlet, we will reimburse them

And I am waiting for the business to return all my monies paidThey cannot "fix" the problem...their own employees have confirmed this directly to me and my friend/contractorI do not feel that drilling more holes in the exterior wood and block of my home will make any negligible differenceIf USA Insulation agrees to perform another thermal scan after they "fix" the problems to target those areas of re-application, then they may call and schedule another appointment with me; however, the one and only thermal scan performed did not prove in any degree that their product was better than the already existing insulation in my homeThis is a fact confirmed by their own representatives and employees.Thank you,*** ***

We will absolutely take care of the cost of painting Mr***'s walls, and truly appreciate his patience and willingness to work with us

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I reviewed the response made by the business in reference to complaint ID 10584785, and find the resolution is satisfactory to me
Regards,
*** ***

Outside exterior house is completely ruined due to the companyExterior stucco patching from first time is showing throughNeed to now have stucco company come out to repair stucco on exterior and house repaintedA business cannot come out and destroy your house with no recourseComplaint filed with attorney general of ohio and talking with attorney to discuss possible lawsuit

It is completely falseThe company did eventually, but not immediately, send a crew to fix one wall on the back side of my home; it was determined, by the crew, that the remaining walls should have a thermal scan performed first to see what areas have not been filled with foam, I was very clear to the crew that I, NOR did they, believe the remaining walls were adequately filled with foam because the ONE wall they re-filled had originally been done so poorly (as you can see in the photos attached)We then agreed that I would call the office and have them schedule the thermal scanThe crew wrote on the work order that I reluctantly signed, a thermal scan was needed before reapplying product on the rest of my home.I then called the Columbus office to schedule a scan and I was told by the office, in a very sharp manner, "Steve is in Arizona with his wife.” The office then told me that a scan should not be performed until the temperature outside is significantly lower than inside and I should wait until at least NovemberI told her that I expected to hear FROM THEMI felt like I was being brushed off and decided to wait to hear from themThere has NEVER been a time when the company was unaware of the need to do a thermal scan, in fact, it was always their suggestion from the beginningI hardly think that I would be satisfied with the work when only wall was corrected and the remaining walls (3/of the home) was never redone! And, as for the attic, when the crew finally brought equipment that worked properly, insulation was blown into part of my attic it was agreed from the beginning that 1/or more of my attic was inaccessible and insulation could not be appliedAt most the cost of the attic insulation should not exceed $MrC*** states that the attic of my sq ft home accounts for the remaining $paid??? And, all of this does NOT address the remaining 3/of my home which is block and frame that was never redone and obviously has always been part of the issue!When I spoke with Steve C*** prior to his leaving for Arizona, and he agreed to refund $one half of the monies paid), that I was still NOT satisfied, and that AFTER thermal imaging was performed we would discuss any additional monies being returnedMrC***, in his response to this complaint, responds as though the issues were slightThe photos clearly demonstrate that the issues were great and manyHis product did not work and this ONE large wall would require more than just "more insulation could be added to her walls" and "fill the missing areas" as stated in his responseThe entire wall had significant "missing areas"He also does not address his own employees, Steve G*** (*** ***) stating that "this was the worst job that he has ever seen''And, "Pete", I believe his name was, who came out originally to fix an electrical issued caused by the original installation crew, telling me that "the product could not possibly work in block walls or walls that already have proper insulation in them", such as mine doHe went on to say "the product cannot push insulation out of the way", Is aid, "but you advertise that it does?" And he said, "It's not possibleetc.."I have a video of the inspection of the one wall, days after the product was applied, and MrC***'s sales manager, Steve G*** was stunned by the poor workmanship displayedand made the comment aboveWe all agreed then that if that one wall was done so poorly the remaining walls too, are inadequately filledI would be happy to post online the video for your viewing; however, in the meantime, the pictures illustrate quite well, that his product does not work as advertised, As you can see the product did not fill the bottom 2-feet along the entire wall (4O+ feet)I could not have been more displeasedAs a side note, the outer sheathing of this wall had to be removed due to water damage discovered along the bottom sillIf this wall had not been opened up, we would never have known that USA Insulation did not work and $is a lot of money for anyone to spend on nothing!I would agree that USA Insulation is entitled to payment for the attic cost; however, MrC*** seems to place a higher value on attic insulation then IS appropriateThis has been a nightmare for meMy husband died several years ago and I am now a one Income householdI was told by USA Insulation that I would notice significant difference in my home after their product is appliedThe only significant difference I notice is how much USA Insulation has cost me personally and financially! And I feel as though I have been taken advantage of! Regards,*** ***

Sorry to hear you haven't heard back from the officeI will make sure someone gets ahold of you immediatelyPlease be sure to address all of the problems with them, as you stated "this is not your only complaint."

I am rejecting this response because: The siding company couldn't work it into their scheduleIf this is the way they installed my installation it should been done right the first timeThe lady I talked to told me I should have been home to watch them workI want other people to beware of a company like this
Regards,
*** ***

I reject the offer it is not complete of message to respond to problems Their is no signature of who is offering any resolution Does he have a supervisor to override his decision I was told by supervisor Nick of USA Insulation that it would be fixed December 17, I tried to call company and report issues They refused my calls for a month The job is not finished l am afraid to let them in my home I am not computer savvy It is difficult to know who is responsible for their workmanship I discovered leak and reported to crew They did not know where shut off for water was and I had to tell them They waited one hour at the truck For a supervisor to tell Nick how to handle situation I am asking for $ For not completing job If I find leaking pipe they are responsible I am hiring a company to take pictures and put emails together to make this case easier to follow THANK YOU
*** ***

I would like you to know that I hold no I'll will toward this company if they came out and did the job that they said they could do this morning.I was told again this morning they could do the project for $1,and they would call and set it up for as soon as they can get hereThis was done by the woman in Columbus where there owner of the company is.why don't they do it out of the Columbus store if cincinati store is in such a tizy about working with somebody that is honest and just wants what they said they could do from the beginning?I Just want the job done.Regards,
*** ***

Mr*** informed us that one of our employees attempted to steal items from his home on the day of his installWe were obviously mortified and terminated the employee immediately. We are glad to hear that Mr*** is moving forward with criminal charges and hope that if he finds any items
missing from his home, that he will report it to the police department he filed his report withThe owner of USA Insulation, *** ***, contacted Mr*** personally and reached the agreement that USA Insulation would NOT charge for the jobTo be clear, we insulated Mr*** entire home, the contracted price was $5,654.00, and we did not charge him a penny for it. USA Insulation has been in business for over years and has never had an issue like thisWe stand by our work and our employees, and will obviously do anything we can to correct a problem, even if it means a full refundMr*** was satisfied with that arrangement at the time it was reachedIf something has changed, and he would like to reach some other settlement, we will invoice him for the full amount of the job, $5,654.00, and go from there

The office staff immediately hired a contractor to repair Mr***'s walls and repaint. We left a message apologizing for the inconvenience he experienced due to unforeseen scheduling conflicts, employee turnover, and for the damage to his homeWe would be happy to reimburse him
for his time off of workThe franchise owner is aware of the problem, and if Mr*** would like to report the issue to the USA Insulation HQ, he may do so at usainsulation.net

Ashley said they would fix the mortar on the front of my house on July 2, via phone call, from installation performed on June 11, On August 6, after submitting the original complaint, I received a phone message form Ashley, saying a crew would be out on Friday August to fix the mortar No one showed, no one called I called them Friday August to inquireAshley said Dale would be out on August at 8am to fix the mortar Again, no one showed and no one called

We make no guarantees or warranties regarding freezing pipes and have already explained that to the customerWe sent our crew out immediately to inspect the wall with the frozen pipe, and they found that the insulation had filled the wall completely and was installed correctlyHer pipes run into
a solid concrete slab and will likely continue to freeze when temperatures drop into record breaking lows. As it stands, we filled her wall with insulation exactly as the contract statesHow could any business ever guarantee or promise that the temperature in Ohio will never reach -degrees and that your pipes will never freeze? We can’t and would never guarantee thatShe isn't asking for any resolution so I'm not sure what the point is here other than to disparage our company because we cant control the weather

Thank you ***: I have finally got USA to do repairs they promised on March 16, I am glad you contacted them they promised in May to do work and it was just a delay after delayI was ready to hire an attorney Now the work is done I can accept their service I do not recommend them to anyone.Thank you again.*** ***