Tom Brown Construction Company Inc.

Robert spent 5 minutes looking at the damage and told me he saw nothing wrong with...

the job.  When I pointed out the railing that had been ripped out of the wall and the bricks that were damaged he accused me of making it up.  He said the damage was 'to be expected' and then proceeded to bully me and attempt to intimidate me by threatening to call a lawyer.  He implied that is was my fault for not supervising his employees and refused to do anything about the damage. I have consulted with architects and builders and they have all said that I have a brick on brick construction which means there is no air space to fill.  Robert and the rest of the company claimed they have done hundreds of homes so they should have known this.  Before this work started I asked several times about whether or not it was worth attempting to put insulation in the brick and both the sales rep as well as the people working on my house  assured me that if there was nothing to fill they would not continue.  I now have damaged bricks and I am paying for little to no insulation.  
Regards,
[redacted]

This customer had his insulation installed on 05/13/2016. He is financing the work, and we charged his account the full price as stated on his contract. We were unable to complete a portion of the job in his attic space, and rather than reduce the amount we charged his financing account,...

he and the salesman agreed on an amount the we would refund via check. It takes two -three weeks to generate checks once we receive an invoice/refund request. We explained that to him every time he called. He was so hostile and rude that one of our staff members refuses to speak with him. He demanded to speak to a manager and once he got me on the line, he simply stated that he wanted us to come take our insulation out of his walls and that he wanted his money back. That is absurd and not going to happen. I personally put his check in the mail on Monday. That is the end of our dealings with him.

As the customer states, he signed up to have his home insulated but his credit was declined by both financial institutions we work with. I apologize for the misunderstanding and lack of communication. We will issue a full refund of his deposit.

Mr. [redacted] informed us of his concerns on February 5th, 2015, and then again on February 12th. We agreed to pay for the cost of a full thermal imagining scan of his home to determine if there are any areas missing insulation. We forwarded his information to [redacted], a third party, who will...

contact him to schedule the scan. One we receive the report from the thermal imaging company, we will schedule a time to come back out and add insulation if necessary. Our product and services come with a lifetime warranty, and we have and always will stand by our work.

This is the first anyone had heard from this customer. We have a functioning voicemail that we check daily, and up to three office staff in our office from 8am to 8pm Monday through Friday. There is no reason why we wouldn't have received this customer's phone calls and/or voicemails. That being...

said, we have hired a contractor to make sure the vent for his hot water tank is cleaned and clear of any foam insulation.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I WAS A NOT TIME RUDE TO ANYONE AT THEIER COMPANYONCE THEIR OWN INSTALLER CALLED THE MAIN OFFICE AN SPOKE TO AN EMPLOYEE REGARDING THE MATTERHE WAS TOLD THE SAME THING THAT I WOULD RECIEVE A CHECK IN THE MAIL ON TUESDAY OF LAST WEEKIT IS NOT OUT OF THE QUESTION FOR ANY CUSTOMER WHO DOES NOT LIKE THE WAY THE COMPANY DOES BUSINESS TO REQUEST A RETURN OF THE PRODUCT AND REFUND OF THEIR MONEYIM NOT SURE WHY ANYONE WOULD THINK THAT A FULL REFUND OF THE FUNDS FOR A PRODUCT THEY RECEIVED ONLY A WEEK AGO IS OUT OF THE QUESTIONAGAIN I ASK TO SPEAK TO THE OWNER OF THIS COMPANY IN ORDER TO RESOLVE THIS PROBLEMASHLEY IS UNPROFESSIONAL AND NEEDS TO BE REMOVED FROM HER POSITION DUE TO HER LACK OF CUSTOMER SERVICETHE SALES REPRESENTATIVE TOLD ME AND ANOTHER PARTY THAT I WOULD HAVE A CHECK TO ME BY LAST TUESDAY AND BECAUSE THAT WAS NOT COMPANY POLICY AND THEY COULD NOT FILL THAT OBLIGATIONI AM REQUESTING A FULL REFUND AND THIS COMPANY TO MAKE ARRANGEMENT FOR A RETURN OF THEIR PRODUCT

I'm not sure who you called or spoke to but there is no reason why someone wouldn't have taken care of this immediately. We will send a contractor to repair your walls. If you haven't done so already, please call our corporate office in Hilliard at ###-###-#### and we will get your info and get it...

over to our contractor immediately.Thank you!

All invoices are processed 2-3 weeks upon receipt. We will be issuing the refund check this week. Thanks for your patience.

In her response Ashley stated that 'A second crew came to
the home on 06/8/2017, seven days after the insulation was installed, to
inspect areas where [redacted] suspected that the walls were not filled. The crew
drilled random sample spots and found that the foam did reach the entirety of
the seam between the bricks and was installed per specifications. '
However I have no knowledge or proof that this
happened.  In addition I received no
money from Robert when he met with me. 
I was assured by both the sales rep as well as the workers
that I would not even notice that the walls had been drilled into, but as
evidenced by the attached pictures that is not the case.

Sorry, We will not be removing or refunding. I ask that the Revdex.com close this complaint. This is akin to having a roof put on your home and then asking for the company to take it off and issue a refund. Or carpet installed. Or a bathroom remodeled. He entered into a contract to have our product installed and it's too late to change his mind now. This is insane. We will not be responding further.

When Ms. [redacted] expressed concern about the work that was preformed at her home, we came out to inspect the problem immediately. The salesman who came to meet her agreed that more insulation could be added to her walls. We sent our most tenured crew back out to her home to meet with...

her and her contractor on 06/01/2015 and the crew was able to identify the problem and fill the missed areas. Both Ms. [redacted] and her contractor were satisfied with the work that was done by the second crew and felt the problem was resolved. They both expressed their satisfaction to the crew and the salesman, and Ms [redacted] signed off on the work order stating that the job had been fixed and completed. We did not request thermal imagining, as our crew and her contractor were able to identify the areas our insulation did not reach and get them fully insulated. As she noted, we issued a large refund. The remaining balance covers the cost insulating her 1300 square foot attic alone. We are unable to refund anything else. It is 100% false that our product cannot penetrate walls if proper insulation was used when the home was built. A home built in the 1940s, as is the case with Ms. [redacted]'s home, has insulation that is 80 years old, if any at all. Our product is designed to be installed with existing insulation.

We will not be refunding any additional money. The customer is off base in her thinking that 600 square feet of attic material is only worth $500. She also doesn't get to say, after the fact, that she's entitled to have her home insulated for free. We refunded money for the poor job that was done the first time around, and we sent a crew back out to fix it. When we came back out to correct the problem, her contractor stood right there and watched while we fixed the issue, and they were both satisfied.  At this point, we will stand by our warranty. If she agrees, we will order the thermal imaging to check for areas of the home that may be lacking insulation, and come back to fill any missed areas if they exist.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
P.S. I contacted ** TV spoke with  [redacted]He wants to know exactly when I will receive my refund?

Let it first be said that in no way, shape or form does our product cause mold. We find that claim to be FRIVILOUS and unfair. Without going through every single detail, let it also be known that we have been working to help Mrs. [redacted] since the day we first heard...

about her problem. While we reject any liability, and can say with 1000% confidence that our insulation does not cause mold, we have still agreed to help in her time of need. I don't know what Mrs. [redacted] expect to get out of this exchange as we have already reached an agreement.

Our situation with USA Insulation has been resolved to our satisfaction. They have been responsive and fair resolving the issue. We are to receive a refund acceptable to both parties.

We refunded Mr [redacted] the $250.00 we owed him the moment our office became aware of the issue. He was contacting a representative on their cell phone who was not relaying the information to our office.

I apologize that Nolan did not get you taken care of, and for the incorrect information that was given to you. We DO NOT come back out to the home to check our work once the job has been completed. There is no reason to believe the crew didn't complete the job unless they report to us that they...

weren't able to. Occasionally concerns arise and we will pay to have a home scanned via a thermal imagining, but that is not something we do for each and every home we insulate. Nolan was 100% incorrect. He is new so you'll have to forgive him. We cannot guarantee that our insulation will prevent or help with freezing pipes. Even the owner of our company experiences freezing pipes on occasion (and his home is insulated to the maximum.) If your pipes are on an exterior wall, you are always going to be susceptible to freezing pipes. In a three inch wall cavity, with your pipe running directly through the middle of the wall, you only have approximately one inch of space on either side of the pipe. That allows for only one inch of insulation. Adding our insulation is obviously going to help, but at the same time, its only one inch of insulation being added between the outside and your pipes. It can only do so much. Many homeowners who experience this problem have to keep cabinet doors open and even run space heaters, in addition to having insulation added. That being said, I am willing to have someone come out to preform a thermal imaging scan. Again, I apologize that Nolan didn't get that taken care of for you right away. Busy season or not, we are committed to customer satisfaction. Brian M[redacted] with [redacted] Thermal Solutions will be in touch with you pronto to schedule a time to come scan the walls. Once we receive his report, we will get out ASAP to add more insulation if needed. Please contact our corporate office here in Hilliard, Ohio, at ###-###-####, once the scan has been completed, and I will personally make sure we get a crew back out to your home immediately if it is needed.

If you need any other pictures of the foam I will have to take apart my walls on the out side of my house form the holes they drilled it looks to be the same as the inside I took pictures of and sent you. I am rejecting this response because there is a video on YouTube that's shows the foam getting hard. As a company you need to tell your people to tell the customer the truth if I wood have know the foam did not harden then I would have not gotten it put in my walls. So in a nut shell your company lied to me so I feeel that I was mislead and feel that everone should be told the truth.I think that you should refund half or all of the install price because you lied to me

From: Loretta Ellis [mailto:[email protected]] Sent: Tuesday, March 15, 2016 9:19 AMTo: Loretta Ellis <[email protected]>; Kathy Giere <[email protected]>Subject: Fw: pictures of USA Insulation #11086319 from PlumberKathy;  I sent these 9 pages of pictures from Staples yesterday.  They say they have an invalid address.   I recalled plumbing company and they found the hole in wall that hit the water supply line.It had been repaired and  not told to me that it was found  or that anyone had repaired it.               I am writing to tell you I am planning on attending the resolution hearing tomorrow at 3PM.  Per your email.   I did send you email to confirm the time and information.  I have not heard back from you.      Thank you for all you have done.   I am sorry it could not be resolved by company and myself.  Thank youLoretta Ellis