Complaints

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Time Insulation for a small job to spray some insulation over my kitchen in my condo last August. They sprayed some cellulose, which is the product they use. The cost of the job was $300 dollars. They assured me it was safe, scent free (after a few days) and effective. Shortly after they left a strong odor persisted in our place. My wife is EXTREMELY sensitive to strong odors. It was making her sick and she had to have several doctors visits as a result of her migraine headaches and nausea. It was also affecting her performance on her job. We tried to work with Time to have the insulation removed for several months. After several visits to our house, the agreed the smell was still there and agreed to remove the insulation. However, when we tried to schedule something they never responded to us. Both my wife and myself tried many times to reach out and they kept giving us the run around and booking our appointment many weeks out knowing how sick my wife was getting. Here we are 5 months later with the same problem and the smell still exists. Having lost our trust in this company, we paid another company $640 dollars to remove the toxic cellulose on 11/22/23. I have attached the receipt. We strongly feel if Time wants to try to make this right they should refund us the $300 dollars they charged up for a toxic product plus the $640 to remove the cellulose. If they had just prioritized our need and removed the cellulose when they said they would, this all could have been avoided. I had a previous experience with Time Insulation in 2016 and it was very good. We were surprised by the poor customer service the 2nd time around.

  Business response

  12/08/2023

  Time Insulation agreed to remove the insulation if the testing came back that there was something abnormal with the product. Testing from the manufacturer came back normal. Nothing was wrong or toxic with the product. It's possible that she has an allergy to one of the ingrediants in the product. Also, the area that was insulated by Time Insulation was only 120 square feet not 420 square feet, which is what they had removed by the other company. Initially upon receiving this complaint, *****, the owner of Time Insulation called the number in the email for the BBB and left a message to which he was waiting for a return call from the BBB. Please feel free to reach out to ***** at our office ************.

  Customer response

  12/12/2023

   
  Complaint: 20907926
  
  I am rejecting this response because:

  1)  The business is refusing to be accountable for their product.

  2)  ***** (who works for Time) and another employee who's name I forgot came to my place and agreed there was an issue with an ongoing smell.  They told me repeatedly that the smell would go away over time and it never did. They also told me in person that they would remove the product if the smell did not go away.   Also, two other businesses came to our place to give bids, relatives and friends all agreed there was an unpleasant smell in our condo after your company sprayed their cellulose product.  What difference does it make what the lab results were?

  3)  Time Insulation ignored our many messages over a 3 month period of time from both my wife and myself.

  4)  What difference does it make how much of your product was removed?  If your company would have been professional about it and removed it, we wouldn't have had to pay another company to do it.

  5)  Regardless of the lab test results, that smell was making my wife sick and your company knew it and ignored us.
  
  Sincerely,
  
  ***************************

*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. ↩