Complaints

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• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TLC spray foam solutions removed my old insulation and blew in new. 7 months later my new roof is failing and 3 different people including the ******** ******** ********* have all said the insulation job was done incorrectly. They refuse to take responsibility for the new roof failing, leaving me paying to get the roof repaired. Their defense is I did not ask for the job to be done correctly, and they refuse to admit the insulation was blown in incorrectly causing the attic to no longer breath and damaging the new roof.

  Business Response

  Date: 08/09/2023

  We were contacted by ***** ***** aka *** ***** on august 22nd of 2022 inquiring on an insulation estimate. ***** was taking out a loan to insulate and have a new roof installed. We gave him our best price to remove all old insulation and blow in new cellulose. 2600 square feet of removal that had remains of raccoon and other critters droppings all through out. We charged ***** $5,500, which he claimed was $3,000 dollars lower than any other quote. We were not asked to install any type of new venting. Tyvek is breathable material which blocks the eves from cellulose falling in while letting air pass through up to the ridge vent. Original Tyvek was not removed. The Job took longer than expected because his wiring of his house would not supply proper power to our machine. We had to go pick up one of our old machines that was compliant with his out of date electrical. We finished the job at one am after customers permission to work through the night to complete his job on the date we told him. ***** sent a text thanking our team for doing a great job and he taped the check on the door. We wrapped up our equipment, picked up the check and left an invoice in replace of the check upon completion. 
  ***** contacted our page on July 7th telling me that his roofer said I ruined his roof and ***** was very upset. Understanding his frustration two of our team members went to discuss *****’s situation on July 13th. TLC went in each attic where there were no prior foot prints through the insulation indicating no one had been in the attic since the install. We inspected the attic and seen no issues as there was daylight showing through the top of the tyvek just as the old insulation was installed prior to our teams installation. We told ***** and his wife of our findings, one of which being a sheet of osb that looked like it had lifted possibly due to a high nail. High nails are common if each board and shingle do not have properly sank nails. ***** told us his he was blowing leaves off from the roof with a leaf blower and he felt the roof ply wood lift under his feet. Which lead to him calling both tlc and **** from ******** **** to identify the issue. They then told our team members that they needed to figure out what they were going to do to fix this. ***** said that was impossible so we took him in the attic, turned the light off and showed him the light coming through the eves. *****s wife stated “I do not care who fixes this but we are not paying for it. Tlc and **** from the roofing company need to figure out who’s paying to fix this roof.” We explained to her that we will gladly talk to the ******* roofer and find a solution. *****s wife had the roofer call ***** while two crew members were there. The roofer said to tlc on *****’s phone that baffles need to be installed because tyvek is not breathable. Tlc informed **** the owner of the roofing company that tyvek in fact is breathable and that’s why it worked on the previous insulation and roof for so long. After going back and forth on the phone with the roofer, tlc asked **** what can we do to fix this situation and bring our shared customer out of stress. **** told tlc to install baffles. Tlc had no problem with that request and even offered this service for free, hoping to take the stress off from the homeowner. Tlc, ***** and his wife agreed the crew would return July 17th and install the baffles at no charge. He contacted us again on July 14 and July 16 upset. On July 17th our crew showed up to install baffles. We were greeted in the driveway by *****. He told us that we installed his insulation wrong, you cannot see day light through the eves and baffles were not installed. We said to *****, “we took you in the attic on July 13th and showed you the light coming through the eves along with the much cooler temperature in the attic proving that the insulation is working properly. We did not charge you to install baffles. Your old roof lasted for 25 years you told us and we did not remove the old tyvek venting. No venting was changed in your attic. We simply removed your old insulation and installed new per your request. I hate to say it but this is a roofing problem on your roofers.” ***** got very upset and told our team members to leave his property and that tlc will be hearing from his attorney. He then proceeded to call our team members” ************** as they quickly walked to the company truck. 
  
  
  We have pictures to show proof that there is in fact day light showing through the eves. We have all messages between ***** and tlc to show details. We have *****’s invoice that showed removal and re instulate. The temperature is much cooler in the attic clearly stating there are no issues. If the job was not done properly, the attic would show signs and there were none. I believe this is being pushed off on us and it’s actually just a simple roofing problem. Tlc should not be held responsible for simple roofing mistakes or be harassed about not installing venting that was not on the invoice or ever discussed to be installed.
  

  Customer Answer

  Date: 08/13/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20337065, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  
  
  Regards,
  
  
  
  ***** *****