ComplaintsforComfort 1st Insulation

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4-6-22 I wrote a check for half the amount ($2,600) for old "targeted" insulation to be removed from attic and replaced with blown cellulose. Vent chutes were to be installed every other eave and sealing to "all accessible interior wall top plates, utility wire holes, lighting, bath fans and waste stacks with fire foam. Block drop soffits with rigid foam board and seal,etc." as well as having the basement joists sealed with "closed cell spray form." ******** of 3 arrived 4-27-22, wrote check for $2,600 for remaining amount same day at end of job. The morning of 5-19-22 we noticed the ceiling fan in our spare room had broken through the ceiling and was hanging about 5 inches below the ceiling. We took photos 5-19-22 and sent to Comfort1st, who sent out rep who inspected the attic and damaged ceiling. He and the owner agreed they were at fault. The owner **** said I could contact him "any time" on his private cell phone and gave the number to me, saying someone would be sent out to repair damage. On 6-1-22 the same crew that did the damage showed up and denied they had done the damage. We had had Attic Air here to install 2 bath exhaust fans to roof on 5-23-22, but they had done the work AFTER we noticed the ceiling fan hanging by a thread on 5-19-22 and AFTER we had sent the photos to Comfort1st on 5-19-22, so that would have been impossible. ******** repaired ceiling the morning of 6-1-22, but left clumps of wet drywall all around the fixture on the ceiling, as well as scuff marks all over the attic access. I am 65 and not great on ladders, so was not looking forward to sanding and painting an entire ceiling and closet ceiling/access door. Sent photos to owner ****, who said he would send a $500 check so we could hire a painter for the project on 6-3-22 but he has not done so to date (6-24-22).

  

  Business response

  06/30/2022

  Hi,

  This particular incident that took place was after an install that we performed. The customer was happy with the work that was done initially. We received a phone call from the customer about a month after the install had been completed and another contractor had been in the attic performing work. We promptly scheduled a time to make a site visit to ***********-3 days after we were notified, and put our eyes on the situation in person. Because it is not uncommon for this sort of occurrence when installers are climbing through an attic, the slightest pressure when climbing over conduit can cause sort of issue. 
  

  Once we identified that in face Comfort 1st had caused the fan to pop down we rescheduled the repair within another 2 to 3 business days. The owner also followed up and offered the customer a $500 payment to cover the repainting of the ceiling in the bedroom and the attic hatch that had finger marks on it. A digital payment option was also given to the customer to be received the same day via cash app, venmo, or another service but was declined by the customer. 

  The owner gave his personal cell phone number out in case the customer ran into any issues or had additional concerns. We were notified after all of this that the customer had experienced an issue with the payment by a complaint through the BBB. The entire payment issues that took place could have been handled through a phone call but we were not made aware of any issues. The owner has now contacted the customer multiple times with phone calls and text messages but has not gotten a response. If the customer is still looking to resolve this she can contact the owner.

  We have since put a hold on the check since it was never deposited. 

   

  Respectfully,

   

  Comfort 1st Insulation

  Customer response

  06/30/2022

   
  Complaint: 17476575
  
  I am rejecting this response because: As noted in my original complaint, the company Comfort 1st continues to blame Attic Air for the broken ceiling but Attic Air was here to install 2 exhaust fans to roof on 5-23-22, 4 days AFTER we noticed the ceiling fan broken through the ceiling on 5-19-22, from work done  4-27-22 by Comfort 1st. This is a spare room and we do not know if the fan broke thru the ceiling before 5-19-22. On 5-19-22 we took photos and contacted Comfort 1st. Attic Air was not here until 5-23-22, so crew and owner trying to blame them is not right. We had no contact with Attic Air from 3-8-22 (when we got their bid) until work done 5-23-22. Comfort 1st the only company that was here from 4-18-22 when *********************** of Comfort 1st here for bid until the Comfort 1st crew was here 4-27-22., so they are the only company that could have done the damage. Was told by Comfort 1st (owner and secretaries) they would "repair, drywall and PAINT" the ceiling. The crew sent to do repairs on  6-1-22 was the same crew that did the insulation work on 4-27-22, apparently a very talented crew with many skills. They did the repairs on 6-1-22, but the drywall mixture was still wet and globby (not sanded) when they left. I did not sign the paperwork the crew leader wanted me to sign because I was NOT happy with the having to finish the repair to get the ceiling back to its original state myself, at 65 years of age. The owner agreed to send me $500 to hire a painter to sand/paint the two areas (ceiling and access door area) and offered "VenMo" and other methods that would require me to download an app or something. I am not familiar with these payment methods. He agreed to send a check to me - once admitted he forgot on 6-13-22 (he was on vacation) and then stating it must have been "lost in the mail" in a voicemail left on Saturday, 6-25-22 after he had received notice that I had filed a complaint with BBB. He mentioned in the saved voicemail that he was on vacation again. On same day he texted: "I'm not sure why you never got your truck." I don't like the idea of interrupting someone's vacation for the second time in a month. But I have never received any $500 check from Comfort 1st or from the owner ****.  
  
  Sincerely,
  
  ***** Cormac-*****

  

  Business response

  07/08/2022

  I have attempted to contact you multiple times via text and phone and you have not responded. We are waiting for your call back.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had met with Comfort First Insulation to insulate the attic in my older home. It had recently been remodeled except for the attic. The agreement from my understanding was that insulation would be blown under the boards in the attic and along the sides and then put foam board around the edging and seal. We also agreed on a hatch cover to use until I could finish remodeling the attic. What I got was 125 yr old boards tore up and broken and I'm assuming insulation blown under the boards and then *****" of insulation blown on top of the boards. It is going to cost me more to repair their damage to do the remodel. I had complained to the owner and to the secretaries that my attic was not done correctly, that I didn't want all the insulation on top of the wood, only underneath because it is to become a bedroom (just needed to redo ventilation, insulate walls and drywall and it would have been liveable. I was told someone would be out and fix it and no one has come out and this has been over 6mths now.Attached are before pictures and after. We are now afraid to walk in the attic due to the insulation and potential floor boards being removed/broken. These floor boards were over 100 yrs old and will be difficult to replace as we'll need to do the entire flooring.

  

  Business response

  03/06/2022

  Samantha, 
  
  Your main concern was some of the floor boards splitting and this is typical of removing 100+ year old lumber to insulate below. I believe our sales staff went over this possibility with you in person or over the phone. However, I could see how this is somthing that could have been explained in greater detail. Insulating above the floor is required for you to get the utility discount as they want it to be deep enough. Thank you for talking with me just now and coming to mutual resolution. 
  
  Best, 
  
  **** - owner 
  Comfort 1st Insulation 

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did a job on Dec 13th when they were done they asked me to look over their work. At that point i noticed damage scrapes, tarnish and dents on my floor. They said they would tell ****. They sent someone on Dec 17 th. They asked what I wanted after taking pictures. The floor is 80+yrs old. I never got a call back after that. I paid them $3,000 for a job and they damaged my floor in the process of doing the job. I called him today and he feels that they did not do that.

  

  Business response

  02/11/2022

  Good afternoon,

   

  This email is in response to the complaint filed against Comfort 1st Insulation on 1/13/2022 by ****************. Comfort 1st Insulation worked on this customer's home on December 9, 2022 where we installed insulation and created a hatch for access. The job went fine and there were no issues upon completion of the project.

   

  The customer called the office a few days after the install, voicing that our installers had scratched his wooden floor with a ladder creating the hatch. Upon trying to explain to the customer that we did not use a ladder, we were hung up on. We called back to discuss the ladder claim because the height of his ceiling is just past 6' tall in the room we worked in; we were hung up on a second time. We called back a third time and were finally able to set a date of December 17, 2022 to go back for an inspection of the floor to see if our installers created any damage. 

   

  During this inspection the scratches that are being discussed were consistent with scratches that went down the hallway, were under the bed in the room, and all over the wood floors in the house. Our assessor told **************** at this point that we were not responsible for any of these damages. The assessor also stated that if it was compensation he was looking for, we could offer him a small amount off the job. **************** declined compensation during that inspection.

   

  Almost a full month after the inspection and conversation about the floors we received a complaint on BBB stating that the customer wants some form of compensation and to accept culpability for damages. Because we did not use a ladder, a ladder of ours did not scratch this customer's wood floors. As stated the floor scratches match the scratches under the bed, in the hallway, in other areas that we never worked. Also, a form of compensation was turned down when offered during our site inspection.

   

  Comfort 1st Insulation strives to always put our customer first and provide the highest quality of work. In this case we went above and beyond to try to resolve the issue for **************** but the claims are fictitious. 

   

  Respectfully, 

   

  *************************

  Customer response

  02/22/2022

   
  Complaint: 16461013
  
  I am rejecting this response because:

   

  I reject this offer because I have made several attempts to resolve this issue, they stated that they did not do the damage to my floor, When the job was completed the ******* asked for me to do a walk through and I showed him the damage floor and they have not called me to resolve this issue, I have had to call them twice on the second call the owner stated that they did not do this damage to my floor.  I think a fair adjustment of $500.00 should be applied to my ****.

  Thank you,

  ****************************

  **************

  Compliant ID#:  ********

  
  
  

  

  Business response

  03/10/2022

  Good morning,

   

  The attached photos are from the customers home. All of these photos taken are areas of the room floor where our install team performed their work. The amount of scratches and scrapes near the bed, walls, in the closet, and in main floor of the room are all the same and were present before the install. The claim that our team damaged his floor is untrue and the evidence is in the pictures. There was no work done in 90% of this room floor yet all of the damage is consistent throughout the room. To say that our install team damaged this floor is untrue. If more evidence is needed we can provide pictures of the customers hallway to the room which has identical markings on the floor.

  Again, we will not offer to pay $500 for damage to a floor that was already damaged. We provided a post quality control visit to see if it was possible that the damages were in fact caused by our team. The evidence presented of the floors shows that we did not. To reiterate, no ladder was used during this install of the access and the install took place in one area. The customer was also previously offered compensation and declined. 

  Thank You,

   

  Comfort 1st Insulation

   

  Comfort 1st Insulation

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩