Complaints

• 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 

*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. ↩