Tom Brown Construction Company Inc.

When the crew noticed water running down the front and back of the customer's home, they stopped what they were doing, shut the water off, and called a plumber. The plumber that came out looked at the areas our crew had drilled and could not see a hole in any of the plumbing. To be clear, at no time...

did we ever acknowledge that we hit a pipe. The crew saw water and stopped what they were doing. At that point, we advised the customer to leave her water off until the following morning, when we could get a different company out who was familiar with our business and the work we do. I offered to pay for a hotel so they would not be without water. The second plumber was more knowledgeable about where to look and what could be going wrong. He reported to us that no pipe was hit. He turned the water back on and everything was fine. No leak. He said he suspected that the customer had condensation in her walls, and as the foam insulation filled the empty wall cavity, it collected, pooled up, and began running down the walls. The customer has been calling us ever since. At first she just reported that the job was not done. Then her story changed and she started saying she wanted her pipe fixed. We told her there was no problem with her pipe, according to two separate plumbers. I told her to contact another plumber and if they could find a leak, we would pay for it. In the meantime, we did schedule another crew on January 16th to "finish" the job, the crew showed up, she told them she had forgotten they were coming and sent them away. That is the last we have heard from her and now she is complaining to the Revdex.com as if we are doing nothing to take care of her.At this point we propose giving her $250 back for the portion of her job that is "not done" and calling it even. If she wants to send a plumber on a witch hunt, tearing all of her drywall out trying to find a leak that is clearly not there, that's on her. We have paid two plumbers, and have sent a crew out two time, we offered to pay for a hotel stay while her water was shut off. There is nothing more we can do, and frankly, we do not want to go back to her house.

There is no one here named Verna, first of all. I am the office manager, Ashley, and I personally scheduled the SECOND plumber to come out to your home, I offered to pay for a hotel when it was believed that a pipe may have been hit and your water was shut off, I scheduled the second appointment for a crew to come back out to finish your job (in which you sent them away, costing our company a day's worth of income) and I told you to contact a plumber of your choosing (a third plumber, for the record) and that we would pay the bill. There is nothing left for me to do. I can't make insulation appear in your home magically. You either let a crew come out to finish or you don't. We will not continue to schedule dates only to have you turn us away when we show up as scheduled. I have hired and paid for two plumbers now. And they were professional plumbers. I told you to find your own if you are still not satisfied. I'm just repeating myself at this point. Nothing has changed. We will finish your job, as promised.

I am so sorry I have not responded to your request for mediation. I did not allow USA Insulation to return to my home to finish their incomplete work from over 1 year ago. I did not want more holes drilled in the exterior of my home with no proof that the cavities even get filled. Mr. C[redacted]’ product did not work at all in my home and I am tired of his arrogant and insulting comments in response to every letter in this issue with you. USA Insulation owes me the refund of the balance of my monies; however, I am fairly confident he has no intention of standing by his Pledge.I would like this complaint to be marked as unresolved and consumer feels “ripped off”. Thank you for your help, but this clearly is a waste of time to pursue in this fashion. [redacted]

We have had your thermal imaging scan here since Feburary 3rd of 2015. We called multiple times throughout 2015 to try to get you scheduled but were never able to reach you and you never called us back. All we ever needed was a phone call to get you scheduled. Nolan in our [redacted] office...

will be contacting you today. It will be up to you to answer the call and get on the schedule. FYI, flagged areas in a thermal imaging scan do not indicate that there is missing insulation in the walls, only that a spot is cold relative to the surrounding surfaces. We will check out the spots that were flagged and add insulation where we can. Insulation does not generate heat. We cannot "make your home warmer." We can only honor our warranty to insulate the walls.