Tom Brown Construction Company Inc.

We were settling for the refund, but now that MsB*** is making libelous claims about some alledged dishonesty of mine, I need to hear some details about that
Regards,
*** ***

We made a settlement with the customer in person when the manager visited his homeThere was a miscommunication about issuing him a partial refund that he agreed to with the manager and his check was not mailedHe has since decided to reject our offerThere is nothing else we can do for
him

After our last response regarding ***’s complaint, our manager Robert was able to meet with her at her home and evaluate her concerns on 07/16/Robert determined that the brick and mortar job was exactly as it should beIt is for some chipping to occur at the drilling point on older, weathered bricksTo replace those bricks would 1, cause brand new unweathered bricks to stand out like a sore thumb in comparison to the remainder of the home, which is itself chipped up and old, and 2, pose a risk of causing serious damage to the surrounding old bricksHe found that the damage she is complaining about is minute, and blends with the remainder of the bricks on the home which are old and damagedThe mortar is a perfect match and practically inconsequential as it is set back so far in the bricks, you can barely see it. That being said, our contract clearly states on the front page under the section “Walls” that we will be drilling a 5/8ths inch hole and will match the mortar as closely as possible*** was aware of the size and breadth of the holes that would be drilled and that we would only be able to match the mortar as closely as possibleIn addition, under the “Terms and Conditions of the Sale” in section four titled “Responsibilities of the Customer,” the contract states materials that are old, weathered, brittle, may be damaged during the install process, and that the purchase, installation or repair of any damaged materials is the sole responsibility of the customer*** accepted those terms on 05/08/when she signed the contract; “By signing below, customer accepts quote and Terms and Conditions of the Sale.” Lara expressed concern that the installers knocked the handrail on the front of the house loose by dropping a ladder on itWhile the installers maintain that it didn’t happen, and that the rail was old and rusty and loose to begin with, Robert still offered her $to have the rail reattached to the homeThis is more than enough to cover that cost, which should be around $(I have also attached a picture of the handrail to show the rusted and corroded holes that were holding it to the home.) We do not set out to destroy our customer’s property and always try to take care of them when as issue arises, however, the chipping on the brick is not something we are willing to budge onIt may not be what she was expecting, but it is near perfect I have attached a picture of the brick to show an example of this damage- in the picture you can see the brick is chipped right at the T section where a hole was drilled; the mortar patch is so close, its not even visible, and the on the very same brick, you can see chipping at the bottom that is unrelated to our drilling and an example of the old natural weathering that exists on her bricks. A second crew came to the home on 06/8/2017, seven days after the insulation was installed, to inspect areas where *** suspected that the walls were not filledThe crew drilled random sample spots and found that the foam did reach the entirety of the seam between the bricks and was installed per specificationsOn a brick on brick home, or brick on block home, we are able to pump and pump and pump the foam into the seam without fear of the pressure damaging interior drywallThis is literally the only product capable of forming any kind of thermal barrier in a wall made of bricksThere is no other solution to insulating the seam of a brick on brick home than to pump it with foamWe have done thousands and thousands of these homes without issue and our customers are happy with the resultsIt is preposterous for an architect or builder with no knowledge of our product or its installation to suggest that it can’t be injected into the seam of a brick homeWe do it every dayThere is a seam thereIn the case of a brick on brick on brick home, where there is no seam, we walk awayWe would seriously jeopardize our business and creditability to drill out a home and “fake” injecting the foamWe have been in business for years and maintain an A rating with the Revdex.comWe have never and would never do such a thing, and we sent a second and separate crew to inspect the job to ensure as much. At this point, we do not feel arbitration is necessary and would like to open the lines of communication with *** through mediationWe feel that she has received incorrect information and perhaps has some doubts about the product because she did not personally witness the installation processWe stand by our product and workmanshipWe can produce more contracts that I care to scan in and attach showing that the price she paid for her job is standard and comparable to other customers with similar homes

We stand by our initial responseWe do not guarantee sound proofing and never make any such representations or warrantiesWe will not be issuing any refund

The first crew out did not make any apparent effort to match the customer's stucco so we sent another crew to redo the patchAs stated, we did pay a contractor to come fix the drywall that was damaged and issued a check to pay for paintThe crew that went back to fix the stucco took
pictures to show the patch was just slightly darker than the actual color of the stucco, but stated that it would lighten as it dried and bleach out over timeOur contract states that we will match all patches to the best of our ability, and that we cannot guarantee an exact match. It also states that we are not responsible for damaged walls, sanding or paintingIn our commitment to customer satisfaction, we still paid to repair the wall, re-patch the stucco and for paintWe will not pay to have another company fail an exact match

Thank you for a copy of the checkI spoke to the salesmen you were working with and he indicated that you did make a payment, but needed to hold off on the install of insulation until you could pay the remaining balanceThat is why he was "holding your check." Since you have decided not to insulate your home, we will issue a full refund of your depositTypically, per the contract you signed, $is non-refundableBut we have made an exception due to the confusionPlease allow two-three weeks for accounting to process the refundThank you!

As the customer indicated, we told her we would come back out to address her issue as soon as we were in her area againWe sent a crew out and it is fixed

I have received your June 7, letter acknowledging the complaint.USA Insulation's office manager, Ashley, called me June 2nd, and said that they had received my complaint and that they would do whatever it takes to fix the problem and that they would have a contractor contact meShe even put me on hold to contact *** *** as I had again recommended them. It is June and I have yet to hear anything further from USA or a USA contractor.I called USA again today and Ashley is not in the office but would be in tomorrowI left a message for her to call me

We have done everything we can and will not be responding to this complaint any furtherWe have gone to this house multiple times and it is fully insulatedOur job is done

Sorry to hear that you weren't taken care of immediatelyPlease submit your invoice for plumbing to *** and we will reimburse you directlyThe Cincinnati office will be in touch to arrange an inspection regarding the voids that were found and will make sure those are
filled properly

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to mePlease have them contact me at ###-###-#### or ###-###-####

The job is not complete. I am concerned the people they sent were not plumbers. They were handy man. The crew working my job Nick, Robert, and new guy said they broke the pipe. They helped with water damage that day,. Before they left they assured me the company would find leaking pipe and fix it. I have concerns about job not completed and no one called for appointment for second visit. I had a appointment and could not let them in because no one called to tell me they were coming. The two walls in garage are not done. The attic over the family room is not done. The hole in the wall in master bedroom bathroom is open to outside. I was told the upstairs was not completed. Why will they not talk with me. Why do they not even know job is not finished. When I called office Verna took my call after seven attempts. I am told they are responsible for broken pipe for five years. Would it not make sense to talk to me now. I have tried to call them. I am so disappointed in professional way they treat me. I am senior citizen and trusted them to treat me well. I will take picturesof two holes in my home . 2. I will take picture of attic insulation not done. I will take pictures of garage not done. I will take pictures of facet near eaves removed and not returned. I will take pictures of crawl space in basement leaving door down. and insulation moved.These are all damages I am concerned about.*** *** ***

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

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Our contract states “All third story work to be installed from the inside of the home.” When the installers informed the homeowner that the rear portion of the home would have to be completed from the inside due to contract restrictions on three story homes, the homeowner asked that USA...

Insulation pay to have the interior walls painted after completion of our work. The Terms and Conditions of Sale state in section 4. Responsibilities of the Customer “(ii) sanding and painting shall be the sole responsibility of the Customer.”   To be clear, our contract states that third story work will be completed from the interior of the home, and that any sanding or painting will be the sole responsibility of the customer. The customer decided after entering into this contract, that he did not want the work to be done from the inside if he was going to be responsible for the sanding and painting. He entered into these terms with us on the day he signed his contract, stating “By signing below, Customer accepts the USA Insulation Quote and USA Insulation’s Terms and Conditions of Sale. “   USA Insulation is now out of the money we had scheduled for and anticipated on this day, including the cost of driving a crew out there and their pay for the day, only to be told that the customer did not want to adhere to the terms of the contract he signed.   We are unable to meet the customer’s desired settlement of completing the work “without interfering with our interior walls.” Per our Terms and Conditions of Sale, “Canceling after the third business day will result in a two hundred and fifty dollar ($250.00) charge to the Customer.” We will refund the customer's entire deposit without withholding the cancelation fee, and he can contract the work with someone else who is willing to complete the third story work from outside of the home. That is final.

Mr. [redacted] paid $7259 to have a two unit home insulated. We were unable to insulate the two story unit and as he indicated, only insulated the other unit, which was only one story. We refunded him $1259 in error. To make up for the shortfall, we sent an additional check for $2021. This brings his...

total refund to $3280.  That leaves him paying $3979 for a one story unit. That is the correct price. He is dividing up the two units by square footage, but that is not how we price our jobs. We can provide thousands of contracts to the Revdex.com to show the price he paid for a one story home is the typical price we charge any customer for a one story home, regardless of square footage. His second unit was deeply discounted, an offer we extend to anyone insulating more that one home on an adjoining property.  We have decided to cancel the checks we issued Mr. and Mrs. [redacted]. We will instead issue a credit of $3280 to the Wells Fargo account they opened with us. They will see a new balance of $2720 on their next billing statement. They will still have 60 months to pay that balance off, interest free. The terms of the financing do not change despite the reduction in price.

This customer never called our office to report she was having an ongoing issue. We hired a third party to go repair a few outlets, not ALL of them as she says. If shes still having a problem, all she ever had to do was call us and let us know. We feel this should be removed from our business...

profile as our company immediately hired someone to go fix this problem, paid for it, and then never heard anything from her again until she blindsided us with this Revdex.com complaint. As if we had any idea.

Ms. [redacted] mailed us a check for 1500 dollars that was not made out to anyone. We called her and informed her that we could not accept a check that was not written out to USA Insulation and advised her to never mail out blank checks. We mailed the check back to her. It was never cashed or...

deposited by our company. We have never accepted money from her.

50% of the home was not insulated. I paid $7,500 for the initial job. The manager did speak with me. The manager threatened and physically intimidated me. The national office told me I had to deal with him in spite of this. I was asking for a full refund, they offered $1,000.00. They misrepresented their product. I am still asking for a full refund.

We left the customer a message regarding the ongoing drywall concerns. We have spoken to the customer on more than one occasion in the past month or so and this was never mentioned. We scheduled a crew to go right back out there and install the plugs and could have gotten the drywall taken care of too. It wasn't mentioned. Our contract has all of our contact information and clear instructions about notifying us in the even of a problem. We ask that the customer contact our office at ###-###-#### to resolve any further concerns.