ComplaintsforAtlas Home Energy Solutions, LLC

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed contract for insulation service on 10/27. Insulation of crawlspace was scheduled for 11/18/2022. Crew showed up at 8:30 am. I departed about 9:30 am for work as they prefer you to be out of the house. Apparently they decided the job could not be done and abandoned the job after they pulled down about 1/4 of the existing insulation and did not put it back. They are claiming they did not do this but I have before and after photos. After repeated phone calls and emails with no response (30+ days), I finally got what I think is a bogus explanation. They claim there are pipes on the ground. Not true, these are abandoned pipes stored there from the previous owners of the home. They said it is not 18" in some areas, but the majority of the space is and insulation had been installed. They want me to excavate my crawlspace for an estimated cost of $30,000. I had gotten a quote for this from another company so clearly it can be done. They continue to stall with no resolution. They did also send over a crew to Aeroseal ductwork on 11/21 & 11/22/2022. These workers confirmed the insulation damage (even to photos to show to the company) and assured me that the spray foam insulation job could be done. It would likely take a smaller guy they said. I have paid to date, $874 plus $100. for an energy audit.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2023/01/09) */ Hi Alice, I know we have spoken on the phone and since cleared everything up, but I want to apologize again for how your contracting work was handled, which was not gracefully. Thank you for allowing me to clear things up with you, to show you pictures and walk you through everything, and I'm so sorry again for how long it took. I think it's fair to say there were missteps in several places, and I'm so incredibly sorry you bore the brunt of these miscommunications. I do hope that our phone call helped bring some clarity to the situation, though, and specifically to why we could not safely nor properly insulate your crawl space with Closed Cell Spray foam. When there is less than 2' of headroom in a space, it can very easily become an unsafe situation for a spray foam installer because they don't have the room to move around or evacuate quickly, if need be. We never force our technicians to put themselves into unsafe environments, and we trust them to make this call if they feel unsafe. As you now know, there was also clearly a misunderstanding about the water pipes in your crawlspace - we were not referring to the abandoned ones, but in fact the ones that are just on the other side of the crawlspace hatch, on the side of your house (which you and I discussed while we were on the phone). As for removing the fiberglass insulation, I know we've cleared that up now, based on your email back to me a few days ago. Thank you again for taking a look at the photos I sent you, from before the contracting work, and for hearing us out. I did have a re-visit to your home on our calendar for January 13th, for our insulation team to come out and reinstall / secure the insulation that was down in the front part of the crawlspace, but since seeing the photos I sent, you have since told me that it's no longer necessary to have our team come back out. The photos I emailed you were taken in October before any work had begun, and clearly showed the fiberglass insulation falling down or missing in many spots. Like I mentioned over the phone and email, please don't hesitate to reach out to me if you have any other questions or concerns about the space or how best to insulate it, even if it's a different company that's going to do it. I know how excited you were to get this insulation work done (because you told me a month ago that you were) and I promise you I was just as frustrated and upset to hear that it couldn't be done either. I can also promise you that if we could have done it safely and properly, we would have. Respectfully, Shannon Atlas Home Energy Solutions Consumer Response /* (2000, 7, 2023/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Atlas Home Energy has resolved the dispute with me. While they can not complete the job, they were not responsible for the fallen insulation.

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