We spoke to the customer and were able to get her on the schedule much sooner than anticipatedWe will touch up the one remaining area under her window tomorrowWe have also reached a compensation agreement regarding the period of time in which she wasn't experiencing a fully insulated homeThank you for your help regarding this matter
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 insulationTo set the record straight, I was in contact with Mr [redacted] ***, from [redacted] , on his first attempted phone call with meIf 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 productMr [redacted] said that he was never informed about my complaint until I reached out to the Revdex.comI appreciate the assistance from the Revdex.com and [redacted] , but I will never recommend USA insulation to anyone Thank you, [redacted]
We will not be refunding any additional moneyWe 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 ofFrankly, we're done hereShe can either call and reschedule or nothing
Let it first be said that in no way, shape or form does our product cause moldWe find that claim to be FRIVILOUS and unfairWithout 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 problemWhile 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 needI don't know what Mrs [redacted] expect to get out of this exchange as we have already reached an agreement
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me P.SI contacted [redacted] TV spoke with [redacted] ***He wants to know exactly when I will receive my refund?
I spoke with this customer today under the impression that we could in fact do this job for cash or check as priced verbally by Nate H***I contacted our Cincinnati office to get it scheduled and was informed that the dollar amount was vastly underpriced, and that the quote of dollars was rejected by managementRobert 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 customerThere 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
Mr [redacted] paid $to have a two unit home insulatedWe were unable to insulate the two story unit and as he indicated, only insulated the other unit, which was only one storyWe refunded him $in errorTo make up for the shortfall, we sent an additional check for $This brings his total refund to $ That leaves him paying $for a one story unitThat is the correct priceHe is dividing up the two units by square footage, but that is not how we price our jobsWe 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 footageHis 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 Mrand Mrs***We will instead issue a credit of $to the Wells Fargo account they opened with usThey will see a new balance of $on their next billing statementThey will still have months to pay that balance off, interest freeThe terms of the financing do not change despite the reduction in price
[redacted] has already contacted us about this and was told we do not make any guarantees about soundproofingPlease see our email to him:"***, The sound transmission loss on our insulation was tested and rated at STC 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 isIt 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 thatA typical frame constructed home with fiberglass has an STC We stand by the information published on our websiteWe 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 requestsTo 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 anywayThat is NOT a standard practice for our companyWe did it at your requestAnd, we paid the contractorWe paid for three trips from our installers and two trips from the contractorWe 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 youWe 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 ceilingsWe have incurred great costs attempting to add more insulation and repair your wallsUnfortunately there is no grounds or anyway that we can issue a refundWe do not guarantee any level of soundproofing"
When Mr [redacted] called our office on 3-17, I personally promised him I would get his plugs in the mail that dayWe had been waiting for plugs to be milled, as we do not always have cedar plugs on handI explained as much, and again, told him I would get them in the mailHe then decided to contact our Dayton office, in which I am also the manager, and left a messagePer his request, I did not mail his plugsI'm glad he decided to call back and get his plugs after all
When Ms [redacted] expressed concern about the work that was preformed at her home, we came out to inspect the problem immediatelyThe salesman who came to meet her agreed that more insulation could be added to her wallsWe sent our most tenured crew back out to her home to meet with her and her contractor on 06/01/and the crew was able to identify the problem and fill the missed areasBoth Ms [redacted] and her contractor were satisfied with the work that was done by the second crew and felt the problem was resolvedThey 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 completedWe 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 insulatedAs she noted, we issued a large refundThe remaining balance covers the cost insulating her square foot attic aloneWe are unable to refund anything elseIt is 100% that our product cannot penetrate walls if proper insulation was used when the home was builtA home built in the 1940s, as is the case with Ms***'s home, has insulation that is years old, if any at allOur product is designed to be installed with existing insulation
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 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 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
From: Loretta Ellis [mailto:[email protected]] Sent: Tuesday, March 15, 9:AMTo: Loretta Ellis ; Kathy Giere Subject: Fw: pictures of USA Insulation #from PlumberKathy; I sent these 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
Mr [redacted] informed us of his concerns on February 5th, 2015, and then again on February 12thWe agreed to pay for the cost of a full thermal imagining scan of his home to determine if there are any areas missing insulationWe forwarded his information to [redacted] , a third party, who will contact him to schedule the scanOne we receive the report from the thermal imaging company, we will schedule a time to come back out and add insulation if necessaryOur product and services come with a lifetime warranty, and we have and always will stand by our work
Sorry, We will not be removing or refundingI ask that the Revdex.com close this complaintThis is akin to having a roof put on your home and then asking for the company to take it off and issue a refundOr carpet installedOr a bathroom remodeledHe entered into a contract to have our product installed and it's too late to change his mind nowThis is insaneWe will not be responding further
Robert spent 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 damageI 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]
I am rejecting this response because: They never fixed my drywall They were supposed to be professionally fixed according to Tim K [redacted] ( [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]
We refunded Mr [redacted] the $we owed him the moment our office became aware of the issueHe was contacting a representative on their cell phone who was not relaying the information to our office
To whom this may concern,I'am writting in reference to a complaintThat I'amhavingwith U.S.A insulation work was done in 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*** 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 remainTheynevercall to try and correct the problem I have caller IDso they lie about trying to contact me I'am not hard toreachI have phones,home,work cellthey have not had Nolanbut to make a long story a short one ,they sent someone inonapril 3th(2017) very nice young manHe 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 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
We spoke to the customer and were able to get her on the schedule much sooner than anticipatedWe will touch up the one remaining area under her window tomorrowWe have also reached a compensation agreement regarding the period of time in which she wasn't experiencing a fully insulated homeThank you for your help regarding this matter
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 insulationTo set the record straight, I was in contact with Mr [redacted] ***, from [redacted] , on his first attempted phone call with meIf 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 productMr [redacted] said that he was never informed about my complaint until I reached out to the Revdex.comI appreciate the assistance from the Revdex.com and [redacted] , but I will never recommend USA insulation to anyone Thank you, [redacted]
We will not be refunding any additional moneyWe 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 ofFrankly, we're done hereShe can either call and reschedule or nothing
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me
Let it first be said that in no way, shape or form does our product cause moldWe find that claim to be FRIVILOUS and unfairWithout 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 problemWhile 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 needI don't know what Mrs [redacted] expect to get out of this exchange as we have already reached an agreement
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me P.SI contacted [redacted] TV spoke with [redacted] ***He wants to know exactly when I will receive my refund?
I spoke with this customer today under the impression that we could in fact do this job for cash or check as priced verbally by Nate H***I contacted our Cincinnati office to get it scheduled and was informed that the dollar amount was vastly underpriced, and that the quote of dollars was rejected by managementRobert 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 customerThere 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
Mr [redacted] paid $to have a two unit home insulatedWe were unable to insulate the two story unit and as he indicated, only insulated the other unit, which was only one storyWe refunded him $in errorTo make up for the shortfall, we sent an additional check for $This brings his total refund to $ That leaves him paying $for a one story unitThat is the correct priceHe is dividing up the two units by square footage, but that is not how we price our jobsWe 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 footageHis 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 Mrand Mrs***We will instead issue a credit of $to the Wells Fargo account they opened with usThey will see a new balance of $on their next billing statementThey will still have months to pay that balance off, interest freeThe terms of the financing do not change despite the reduction in price
[redacted] has already contacted us about this and was told we do not make any guarantees about soundproofingPlease see our email to him:"***, The sound transmission loss on our insulation was tested and rated at STC 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 isIt 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 thatA typical frame constructed home with fiberglass has an STC We stand by the information published on our websiteWe 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 requestsTo 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 anywayThat is NOT a standard practice for our companyWe did it at your requestAnd, we paid the contractorWe paid for three trips from our installers and two trips from the contractorWe 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 youWe 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 ceilingsWe have incurred great costs attempting to add more insulation and repair your wallsUnfortunately there is no grounds or anyway that we can issue a refundWe do not guarantee any level of soundproofing"
The business responded to this complaint but asked that its response not be published
When Mr [redacted] called our office on 3-17, I personally promised him I would get his plugs in the mail that dayWe had been waiting for plugs to be milled, as we do not always have cedar plugs on handI explained as much, and again, told him I would get them in the mailHe then decided to contact our Dayton office, in which I am also the manager, and left a messagePer his request, I did not mail his plugsI'm glad he decided to call back and get his plugs after all
When Ms [redacted] expressed concern about the work that was preformed at her home, we came out to inspect the problem immediatelyThe salesman who came to meet her agreed that more insulation could be added to her wallsWe sent our most tenured crew back out to her home to meet with her and her contractor on 06/01/and the crew was able to identify the problem and fill the missed areasBoth Ms [redacted] and her contractor were satisfied with the work that was done by the second crew and felt the problem was resolvedThey 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 completedWe 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 insulatedAs she noted, we issued a large refundThe remaining balance covers the cost insulating her square foot attic aloneWe are unable to refund anything elseIt is 100% that our product cannot penetrate walls if proper insulation was used when the home was builtA home built in the 1940s, as is the case with Ms***'s home, has insulation that is years old, if any at allOur product is designed to be installed with existing insulation
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 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 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
From: Loretta Ellis [mailto:[email protected]] Sent: Tuesday, March 15, 9:AMTo: Loretta Ellis ; Kathy Giere Subject: Fw: pictures of USA Insulation #from PlumberKathy; I sent these 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
Mr [redacted] informed us of his concerns on February 5th, 2015, and then again on February 12thWe agreed to pay for the cost of a full thermal imagining scan of his home to determine if there are any areas missing insulationWe forwarded his information to [redacted] , a third party, who will contact him to schedule the scanOne we receive the report from the thermal imaging company, we will schedule a time to come back out and add insulation if necessaryOur product and services come with a lifetime warranty, and we have and always will stand by our work
Sorry, We will not be removing or refundingI ask that the Revdex.com close this complaintThis is akin to having a roof put on your home and then asking for the company to take it off and issue a refundOr carpet installedOr a bathroom remodeledHe entered into a contract to have our product installed and it's too late to change his mind nowThis is insaneWe will not be responding further
Robert spent 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 damageI 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]
I am rejecting this response because: They never fixed my drywall They were supposed to be professionally fixed according to Tim K [redacted] ( [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]
We refunded Mr [redacted] the $we owed him the moment our office became aware of the issueHe was contacting a representative on their cell phone who was not relaying the information to our office
To whom this may concern,I'am writting in reference to a complaintThat I'amhavingwith U.S.A insulation work was done in 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*** 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 remainTheynevercall to try and correct the problem I have caller IDso they lie about trying to contact me I'am not hard toreachI have phones,home,work cellthey have not had Nolanbut to make a long story a short one ,they sent someone inonapril 3th(2017) very nice young manHe 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 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