Complaints

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern at Arc Insulation,I hope this message finds you well. I am writing to express my disappointment and frustration with the lack of response to my previous letter regarding the warranty coverage for the Insulation/roofing cap work conducted by your company.Despite multiple attempts to address my concerns directly with your team, I have yet to receive a satisfactory resolution to the issues I have encountered with leaking roof caps and mold growth. As outlined in my previous correspondence, the faulty installation of the roof caps by Arc Insulation has resulted in damages that clearly fall within the purview of the warranty coverage.Upon conducting a thorough inspection of my roof, it has become evident that the subsequent leaks are directly attributable to the defective roof cap installed by Arc. This not only poses a threat to the structural integrity of my home but also raises serious health concerns for my family due to the mold growth.In my previous letter, I outlined the specific actions required for resolution, including the completion of all work specified in the attached proposal, replacement of the attic insulation, and immediate resolution of the roofing issue at no additional charge to me. These requests were made in accordance with the promises made by your team regarding the durability and reliability of the roof cap materials used.As a responsible consumer, I have upheld my end of the agreement by bringing these issues to your attention and providing ample opportunity for resolution. However, the lack of response and inaction on the part of Arc Insulation is both unacceptable and a breach of trust.I urge you to prioritize this matter and provide a prompt and satisfactory resolution in accordance with the terms outlined in our contract. Failure to do so will regrettably leave me with no choice but to pursue further action to safeguard my rights as a consumer.I look forward to your immediate attention to this matter and a swift resolution that ensures the safety and well-being of my family.Sincerely,Gautam

  

  Business response

  05/29/2024

  Since our work was done in 2016, the homeowner had an electrician come an install a chandelier lift. This lowers the foyer chandelier so they can change the light bulbs or clean it without getting a two story ladder. The electrician moved insulation out of the way to run electric to existing conduits in the attic. The lift itself is a motor in the attic. This motor has no insulation covering it. Repairing another contractors damage is not warrantied. The home is a mansard style house. They have the original shingles. The shingles from this era are elongated. They are falling off of the home. There were some is the gutter when I was there the 7th of July 2023. ARC install a roof cap for attic ventilation in 2016. There is mold growing on the plywood of the attic from around this roof cap. The roof cap is a manufactured metal cap with a lip that gets secured under the shingles. I told the homeowner in 2023 that the mold may be growing due to the missing shingles. He informed me that the shingles are not missing. He has them in a box in his garage. I told him that we would come back and repair the disturbed attic insulation, build a foam box cover to go over the chandelier lift, treat the area of mold in the attic and put his shingles back into place with roof nails and roof tar until he can get the roof re-shingled. I sent him a proposal to do this work. He wants all of this work done under a warranty. I explained that this is not a problem with the work done in 2016 but what happened between 2016 and 2023. *** talked to him and sent a new version of the proposal. I told him that *** would replace the one roof cap and treat the 1 small area of mold as a warranty but he still need to fix his roof. He said that he has someone that is going to fix the roof shingles. I broke out pricing to fix the insulation and to build a cover over the chandelier lift. Waiting on a response.
  
  
  
  
  
  
  

  Customer response

  05/30/2024

   
  Complaint: 21637360
  
  I am rejecting this response because:

  Dear ***,

  
  Thank you for acknowledging the warranty coverage, as it is duly warranted.
  

  I would like to address several points and questions regarding your recent proposal:
  

  A. Clarification of Proposal Costs
  

  1. If my understanding is correct, the initial proposal amounted to $2,850. The revised proposal, accounting for warranty coverage, now totals $2,505. Hence, the warranty work equates to a value of $345.
  

  2. To confirm, the following tasks are encompassed within the warranty work: (1) Vent the 1st floor bathroom fan through the roof with a new roof cap and insulated vent duct, (2) Install plastic sheeting to contain mold, (3) Operate air scrubbers with charcoal and HEPA filters, (4) Apply mold stain remover, (5) Apply cleaner and disinfectant to treat mold, and (6) Replace the 2nd floor roof caps with one brown slant back roof cap. However, the cumulative value of these tasks being $345 (calculated as $2,850 minus $2,505) does not seem accurate. The scope of work described appears to warrant a higher valuation, and I request a detailed breakdown to clarify this discrepancy.
  

   

  B. Replacement of Faulty Roof Caps
  

  1. It has been identified that the roof caps installed by Arc are defective. You have indicated that only one out of the six roof caps will be replaced under the warranty. Why is there a partial replacement, rather than replacing all defective roof caps under the warranty?
  

  2. The slant back roof caps are the root cause of water infiltration into the attic, leading to mold growth. There are no missing shingles on the top of the roof, as previously documented. Water intrusion is occurring due to the defective roof caps situated at the top, not the sides, of the roof. Only 1-2 shingles have dislodged from the sides, which are unrelated to the roof caps. I can provide photographic evidence of the roof's condition.
  

  3. Although I possess spare shingles from the previous homeowner, their relevance to this issue remains unclear. Please clarify your point on this matter.

   

  
  C. Health Concerns and Seriousness of the Situation
  

  1. I emphasize the seriousness of this matter, as it appears that your organization may not fully grasp the gravity of the situation. Mold poses significant health risks, particularly to young children, and can lead to severe respiratory issues.
  

   

  In conclusion, I am not interested in protracted negotiations - as communicated in our phone conversation. I am prepared to pay $1,000 for the complete job as per your proposal with R60 insulation, if deemed necessary. Alternatively, I will pay $500 for the full job with R49 insulation.

  
  I trust that these concerns will be addressed with the urgency and seriousness they warrant.
  

   

  Sincerely,

  
  Gautam Agarwal  - Homeowner

  

  Business response

  06/13/2024

  This complaint has been resolved

  ****************** has contracted us to come do the work originally proposed in July 2023, at a discount. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had ARC Insulation out to address an issue at my home. They assured me their services would address my issues. Their services made matters worse and they caused additional issues I didn't have. The dates of service were 5/17/21 and 5/18/21. The price paid for service was $5395. I have tried to address this with the company on serval occasions and my request have been ignored.

  

  Business response

  06/07/2022

  June 6th, 2022
  

  Re: Response to Complaint #********
  

  For: ******* du Bois
  

  371 ***************
  ***********, ** 60440
  To Whom It May Concern:
  

  ARC Insulation has reviewed both the **** Home Performance Test" and the "POST Home Performance
  Test" as submitted by *************************. ARC Insulation has also reviewed the "Before" and "After" pictures
  that documents the scope of work that was performed in relation to the "Home Performance Tests" as
  well as what was outlined in the proposal and it's corresponding Scope of Work".
  

  1) All Work outlined in the "Scope of Work" was performed and validated by the "POST Home
  Performance Test", further know as HPT.

   2) Energy Efficiency was improved by reducing the "Air Infiltration" by 17%, per HPT.

  3) Framed Wall insulation was replaced, and air sealed per HPT.
  

  4) Cantilever was re-insulated.
  

  5) Plates Caulked
  

  6) Water Heater and Furnace still pass IECC Combustion Safety test at " Natural Conditions". The
  water heater pursuant to *** Konopecki from INSIGHT Home Inspections, was incorrect during
  the "Pre HPT" and was recommended to be replaced with a proper one. Now, since the house is
  more efficient, it is now "Performing Worse".
  

  7) The same holds true for the furnace.
  

  8) Additional Insulation was brought to "CODE" .
  

  All this work WAS performed and DID improve the efficiency of said home. In fact, so well that the
  "Reduction of Air Infiltration" and the "Increased amount of Insulation" is now affecting the
  performance of the water heater and furnace which were addressed in the P1 HPT but not addressed to
  be corrected.
  

  Respectfully submitted,
  *****************************, ***
  ARC Insulation

  Customer response

  06/13/2022

   
  Complaint: 17283633
  
  I am rejecting this response because:
  I restate my initial issue. In my original documents I supplied, it shows an evaluation completed in January of 2021 and there was no issue with the water heater of water heater. Only after the work performed by Arc did those issues arise. I have made several attempts to resolve  the issue and Arc has not been responsive. In addition to the new issues, the issues that they were to address were made worst. If they did make the updates as they state, why is my home the even less efficient than ever. See attached. 
  Sincerely,
  
  ******* Du Bois

  

  Business response

  07/13/2022

  See attachment.

  

  Business response

  07/13/2022

  Good Morning

   

  As previously stated, we have reviewed this project numerous times.

  We have investigated with new eyes each time and yet we come to the same conclusion.

  Attached you will find our initial response.

   

  The water heated in question was incorrectly installed BUT performed under Natural Conditions.

  The homeowner was instructed by his *********************** that it needed to be replaced.

  However, the homeowner chose not to change the water heater.

   

  The work performed by ARC Insulation DID in Fact improve the overall performance of the home by 17%.

  This was, is and has been confirmed by an outside independent ***********************.

   

  Should you have any questions, dont hesitate to contact my office.

   

  Respectfull submitted,

   

  *****************************, ***

   

  Customer response

  07/18/2022

   
  Complaint: 17283633
  
  I am rejecting this response because:

  I feel like *************************** wants it both ways. He refers to *** Konopecki and INSIGHT Home Inspections when it suits him and when it doesnt, he says their report is wrong. Which one is it?I have tried to reach ******************** on serval occasions. He has never returned my calls; he has never emailed me. He has never supplied me with the pictures of the work he says his company completed. He has never sent anyone to look into the current conditions in my home. I dont find him credible or remotely interested in helping me to resolve the issues in my home. I have attached additional evidence to support my claim that my home remains less efficient and worse than before ARC performed services. I use more energy than all of my neighbors according to ComEd. *** Konopecki never said there was anything wrong with my water heater or the way it was installed. The initial report and the second report don't reflect an issue with the furnace or water heater but the "work" performed by ARC
  
  Sincerely,
  
  ******* Du Bois

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