Tom Brown Construction Company Inc.

It is slanderous to now claim the sales representative physically intimidated you. You paid 7000 for your job, not 7500, and a portion of it was sub contracted out. Surely you don't believe you'd be getting a full refund when a portion of the job had nothing to do with our injection foam insulation. Your walls were well over 50% full. There were tiny spots where the foam didn't flow all the way to the bottoms of the cavity and we weren't able to add any more in those areas so at this point you're really just being dishonest. The salesman shook on a 1500 dollar refund agreement with you. A hand shake is NOT physical intimidation. We will stand by the offer of 1500 and will not reund any more than that. Take it or leave it. Frankly, if you continue to make untrue and unfounded claims about our company and sales representatives, we're going to contact attorneys about this defamation.

We spoke to the customer and were able to get her on the schedule much sooner than anticipated. We will touch up the one remaining area under her window tomorrow. We have also reached a compensation agreement regarding the period of time in which she wasn't experiencing a fully insulated...

home. Thank you for your help regarding this matter.

I am rejecting this response because:  They never fixed my drywall.  They were supposed to be professionally fixed according to Tim K[redacted]),  Justin...

the [redacted] came out and agreed the drywall looked Terrible, if that's the case why didn't he send someone out immediately like they claimed they did and fix the issue.Yes, my plugs were installed.  Thanks for that.More pictures upon request.Regards,
[redacted]

I spoke with this customer today under the impression that we could in fact do this job for 1900 cash or check as priced verbally by Nate H[redacted]. I contacted our Cincinnati office to get it scheduled and was informed that the 1900 dollar amount was vastly underpriced, and that the quote of 1900...

dollars was rejected by management. Robert the manager went out to the home himself and offered to do the job for 2200, (financing or not) which was a barging, as he felt the correct price was 3000, but was willing to break even on the job considering the hassle to the customer.At this time, we chose not to do business with this customer. There are many reputable companies in the area that will be willing to complete this work for him and without starting out on such bad terms.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but I do not intend of pursuing it further.  I am unhappy with the inferior product, the installation professionals,  and especially the customer service provided by USA insulation. To set the record straight, I was in contact with Mr. [redacted], from [redacted], on his first attempted phone call with me. If this is "one of the best insulation jobs they have ever seen," then I feel sorry for all of the other customers that received this product. Mr. [redacted] said that he was never informed about my complaint until I reached out to the Revdex.com. I appreciate the assistance from the Revdex.com and [redacted], but I will never recommend USA insulation to anyone.
Thank you,
[redacted]

Thanks for letting us know that you haven't heard anything thing from the contractor. We left a message with a company of your choosing today and are waiting for them to call us back. We will continue to work with you to ensure the plugs on your home are ready for paint and we appreciate your...

patience.

I am fine with USA insulation paying me directly and I will pay the contractor when the work is completed.  Thank you  
[redacted]

They crew that came to complete the insulation job on Mr. [redacted]'s rental property has completed the entire job minus one interior wall that will have to be completed when the tenant has removed everything away from the walls. Mr [redacted] was not there to make a payment, was not available by phone,...

and was not there to inspect the work completed. We have been calling and leaving messages at the phone number provided by Mr. [redacted] regularly since the day after our crew was there. We have documented a total of 17 calls trying to reach him and schedule a time to complete the remaining wall. We have done everything in our power to contact him. We will be MORE than happy to repair the drywall that was damaged, which obviously falls under our warranty, and insulate the one wall that is left to be completed.

When Mr. [redacted] called our office on 3-17, I personally promised him I would get his plugs in the mail that day. We had been waiting for plugs to be milled, as we do not always have cedar plugs on hand. I explained as much, and again, told him I would get them in the mail. He then decided to contact...

our Dayton office, in which I am also the manager, and left a message. Per his request, I did not mail his plugs. I'm glad he decided to call back and get his plugs after all.

[redacted] informed us that he believed there was a problem with his insulation on Friday, 03/20/2015. We went back to his home to inspect the insulation on 03/25/2015 and found that the consistency of the insulation was perfect.  Our insulation absolutely does not and is not supposed to...

"harden."  It sets up and cures but will always be somewhat malleable when disturbed. This allows for easy fixes if plumbing or electrical work needs to be done in the future.

We paid for a thermal imagining scan, found the problem areas, and she is on the schedule for a crew to comeback out and fill any voids. She clearly has some kind of fire stop in her walls that prevented the foam from flowing through the entire wall cavity. This is not out of the ordinary for an old...

home. We paid her [redacted] invoice. We even paid to overnight the check to her. She is asking for every customer to order a thermal imagining scan. This is not a problem we can solve and I'm surprised this made it to us to begin with. What are we supposed to do with this?

To whom this may concern,I'am writting in reference to a complaint. That I'amhavingwith U.S.A insulation work was done in 2014 or 2015well when the work was suppose tobe done,artd I 'am awareof my home still being cold and draft I call U.S.A andmadea apointment to have someone come in and check onthingsa guy by the name of Mr. [redacted] did the inspection andfound out that they had mis few spot so they sent out morepeople to correct the problem again Mr.[redacted] came outa put more stickers now the problem still remain. Theynevercall to try and correct the problem I have caller IDso they lie about trying to contact me I'am not hard toreachI have 3 phones,home,work cell. they have not had Nolanbut to make a long story a short one ,they sent someone inonapril 3th(2017) very nice young man. He explain that thebrick homes are not the same as a frame home,the commercialshows the install inbetwin your walls and that's not the caseat all the man said we can't make your home warner,andmy respones was what the hell are we paying for,they hiresub people to do thier work,and I'am looking for lowerutilies bills,they are the same.if they cant make me a happycustomer I would like my money back,because I'ampaying for something that I'am not getting,from day onei was for lower bills and a warmer house.I ve been in thishouse over 30 plus years and I am looking for resultswrite on every check that I wroke explaing my frustrationand I:am tired of dealing with these people.from Mrs [redacted]p.s any mis spelled word please correct (sorry)Thank You very much for your attention

I am rejecting this response because: said they never heard about our complaint about drywall, it was told to a supervisor (Justin) and he said that it looked like total crap and he would get someone out to fix it.  I will send a estimate to them to fix our dry wall.
Regards,
[redacted]

When the customer contacted us to report that her siding was being removed and there were spots under her windows that were not insulated, she wanted us out there that week. Our schedule was booked and we were not able to accommodate that request. While we do honor our warranty, we are booked for up...

to 30 days or more at any give time of the year and require notice to schedule appointments. Because the homeowner was concerned about the warranty on her home's new siding, we offered to pay for the cost of labor to have her own siding company remove the few pieces around her windows that we would have needed access to. In fact, we scheduled an appointment with her for February 23rd, to come meet the siding company, and she cancelled, refusing our service. We offered to come fix the areas, to pay for her own siding company to remove the siding, and she would not allow it. We will not be issuing a refund of any kind.

The business responded to this complaint but asked that its response not be published.

Consumer provided verification check was cashed.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Thank you Sir and or Madam. When will I expect my refund? Thank you.

We will not be refunding any additional money. We scheduled a time to come back and add more insulation to the areas that were identified in the thermal imaging scan, and she cancelled it the day of. Frankly, we're done here. She can either call and reschedule or nothing.

[redacted] has already contacted us about this and was told we do not make any guarantees about soundproofing. Please see our email to him:"[redacted], The sound transmission loss on our insulation was tested and rated at STC 53. What that does for the noise heard from outside of your home varies biased on...

the decibels and frequency of the outside noise and how sensitive your hearing is. It can vary so greatly from one person to the next that there is just no way we could ever make any kind of warranty on that. A typical frame constructed home with fiberglass has an STC 39.  We stand by the information published on our website. We do not claim to completely eliminate all outside noise, but simply state that you will achieve significant sound reduction.  We attempted many times to pacify your requests. To be clear, our contractor stated that adding more insulation in a particular wall would definitely cause more damage, and you agreed to have us come back out and add more insulation to that wall anyway. That is NOT a standard practice for our company. We did it at your request. And, we paid the contractor. We paid for three trips from our installers and two trips from the contractor. We have done everything in our power to get your walls fully insulated and repaired.  At this point, there is nothing else we can do for you. We fulfilled our contractual obligations and even went above and beyond by hiring a contractor to make repairs to your walls on two separate occasions.  Please see section four of the Terms and Conditions of Sale where it is stated that USA Insulation shall not be liable for any cracking, bowing or damage to interior walls or ceilings. We have incurred great costs attempting to add more insulation and repair your walls. Unfortunately there is no grounds or anyway that we can issue a refund. We do not guarantee any level of soundproofing. "

We would be more than happy to provide a quote for Mr. [redacted]'s crawlspace. All he needs to do is call our office and we will get him set up with an estimate.