Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible experience with Extreme Green. Horrible customer service and even worse foam product. Installed foam 12/2023 and paint started bubbling up and peeling off the walls in February 2024. The area started small, but grew larger over time.When asked to provide a technical explanation as to WHY their product is seeping through the wall and peeling off EVERY layer of paint, I was yelled at by *****, the General Manager, blaming the paint on my 70+ year old home.No further communication from Extreme Green on a cause or a resolution. Extreme Green foam insulation has ruined my home and possibly created a risk to my family's health.The person who recommended this company had the SAME issue. The paint bubbled up and peeled off the wall in EVERY room where the insulation was installed.

  Business response

  05/30/2024

  We do apologize about the delay but, have been out of the office sick.

  How do we even begin to explain this.....  The complaint filed is an absolute fabrication!!!  We have been here in ******* for more than 12 years without one single complaint to the BBB.  Why?  Because we take good care of our customers.  How is it possible to be a bad company, if for more than 12 years there has not been one single complaint filed against us?  We have been out to this customer's home more five or six times now to settle this ridiculous and outlandish fabrication.  There is ZERO truth to this complaint!!!   Every bit of it is fabricated!!!  Here is a quick overview to give you some idea of how outlandish the statements are in this complaint.

  Here are the facts: We insulated the exterior walls of this 2000 square foot home to the customer's complete satisfaction.  We have the completion form signed by the customer stating the same. There were absolutely no mishaps or problems whatsoever,  As stated, we have a signed completion form, signed by this customer saying that everything was installed and completed to their complete 100% satisfaction. Then, approximately two months after we completed this project the customer calls us to say she has a couple of small spots in one of her bathrooms.  We are talking about very small spots inside of a bathroom wall.  When we first arrived we found she had two very small spots in her bathroom where her paint was peeling (one about 4" to 5" round, and one about 2" round) from condensation or humidity in the bathroom.  It was a simple case of paint separation from condensation.  We have the photos of these two small spots. There was no residue, no moisture stain, nothing at all, just a couple of clean bubbles, and no spots anywhere else in this entire home. Zero spots, zero flaws, zero anything, not a single spot or flaw anywhere. These were not caused by our foam insulation. It is impossible for our foam insulation to have caused these spots, first due to the fact that this customer's walls are lathe and plaster walls, meaning they have about 3/4" of an inch of cement (also called plaster) on the inside of the exterior walls. They are very tough and are very thick walls. Our foam insulation is a very thick and dense foam and cannot pass through simple drywall, let alone 3/4" thick cement plaster walls. We went to great lengths to prove this to the customer. First, we took a sample of the paint to examine it to see if there was any type of residue on the wall or on the paint from our foam, and it was found that there was zero residue. It was also determined that this was a case of plain and simple paint separation. The original coat of paint that was originally put on, was applied without a primer, over super slick smooth plaster walls, over seventy years ago. Second, to prove that our foam was completely solid, dry, and completely cured as it is supposed to be, we drilled out a full depth core sample of our foam from the wall of this home to show this customer that it was totally rigid, dry, and dense as it should be. Third, per her request we thermal imaged the wall to show that our foam had filled every cavity full.  Also, the claims about our foam being unsafe, are absolute fabricated lies to try to cause harm to our company, as our foam is one of, if not the absolute safest injection foams on the market and is totally safe! It is 100% non-toxic and it is totally safe for families,kids, and pets! Her statement about it is or is going to cause her family health problems is an absolute horrendously made up lie, again to cause harm to our company. We are very strongly considering pursuing legal action against this customer for all of the deliberate lies that she has deliberately posted with the sole intent to cause harm to our company and to our employees. Again, we have literally completely hundreds if not thousands of homes over the years without any problems to anyone. There is absolutely no truth to these statements at all! Our foam couldn't hurt someone in any manner as it has nothing dangerous in it at all!  It is a totally safe product that is totally non-toxic and completely safe for residential homes. Also, our general manager, which is one of the nicest people I know, has received tons of compliments over the many years he has been with us, for being so extra kind, caring, and informative. He didn't yell at all, he simply explained in great detail that those two tiny spots were not caused by our foam. Instead of listening to him, he was called a liar. He went to this customer's home to offer our help, explaining that we are an excellent company that stands behind our products and service. He offered to repaint her bathroom wall at no cost to her, and to pay her compensation for her time. She refused to allow to do so. She implied that she was going after us, to cause us harm (over two small spots on a bathroom wall). Also, she was very aggressive towards him from the moment he arrived at her home before even looking at anything. We have now been out to this customers home five or six times attempting to please her in any way possible. She has refused every offer. How can a person complain about a company bending over backwards to help them?  We are always willing to go the extra mile to make a customer happy, and our offer still stands to help this customer. It is a very sad day when people can post complete lies, without any recourse. Although, we believe there will be legal repercussions soon coming for the aggressive and deliberate lies posted against our company and employees with the intent to harm, if these lies are not retracted soon.

  Business response

  05/31/2024

  We do apologize about the delay but, have been out of the office sick.

  How do we even begin to explain this.....  The complaint filed is an absolute fabrication!!!  We have been here in ******* for more than 12 years without one single complaint to the BBB.  Why?  Because we take good care of our customers.  How is it possible to be a bad company, if for more than 12 years there has not been one single complaint filed against us?  We have been out to this customer's home more five or six times now to settle this ridiculous and outlandish fabrication.  There is ZERO truth to this complaint!!!   Every bit of it is fabricated!!!  Here is a quick overview to give you some idea of how outlandish the statements are in this complaint.

  Here are the facts: We insulated the exterior walls of this 2000 square foot home to the customer's complete satisfaction.  We have the completion form signed by the customer stating the same. There were absolutely no mishaps or problems whatsoever,  As stated, we have a signed completion form, signed by this customer saying that everything was installed and completed to their complete 100% satisfaction. Then, approximately two months after we completed this project the customer calls us to say she has a couple of small spots in one of her bathrooms.  We are talking about very small spots inside of a bathroom wall.  When we first arrived we found she had two very small spots in her bathroom where her paint was peeling (one about 4" to 5" round, and one about 2" round) from condensation or humidity in the bathroom.  It was a simple case of paint separation from condensation.  We have the photos of these two small spots. There was no residue, no moisture stain, nothing at all, just a couple of clean bubbles, and no spots anywhere else in this entire home. Zero spots, zero flaws, zero anything, not a single spot or flaw anywhere. These were not caused by our foam insulation. It is impossible for our foam insulation to have caused these spots, first due to the fact that this customer's walls are lathe and plaster walls, meaning they have about 3/4" of an inch of cement (also called plaster) on the inside of the exterior walls. They are very tough and are very thick walls. Our foam insulation is a very thick and dense foam and cannot pass through simple drywall, let alone 3/4" thick cement plaster walls. We went to great lengths to prove this to the customer. First, we took a sample of the paint to examine it to see if there was any type of residue on the wall or on the paint from our foam, and it was found that there was zero residue. It was also determined that this was a case of plain and simple paint separation. The original coat of paint that was originally put on, was applied without a primer, over super slick smooth plaster walls, over seventy years ago. Second, to prove that our foam was completely solid, dry, and completely cured as it is supposed to be, we drilled out a full depth core sample of our foam from the wall of this home to show this customer that it was totally rigid, dry, and dense as it should be. Third, per her request we thermal imaged the wall to show that our foam had filled every cavity full.  Also, the claims about our foam being unsafe, are absolute fabricated lies to try to cause harm to our company, as our foam is one of, if not the absolute safest injection foams on the market and is totally safe! It is 100% non-toxic and it is totally safe for families, kids, and pets! Her statement about it is or is going to cause her family health problems is an absolute horrendously made up lie, again to cause harm to our company. We are very strongly considering pursuing legal action against this customer for all of the deliberate lies that she has deliberately posted with the sole intent to cause harm to our company and to our employees. Again, we have literally completely hundreds if not thousands of homes over the years without any problems to anyone. There is absolutely no truth to these statements at all! Our foam couldn't hurt someone in any manner as it has nothing dangerous in it at all!  It is a totally safe product that is totally non-toxic and completely safe for residential homes. Also, our general manager, which is one of the nicest people I know, has received tons of compliments over the many years he has been with us, for being so extra kind, caring, and informative. He didn't yell at all, he simply explained in great detail that those two tiny spots were not caused by our foam. Instead of listening to him, he was called a liar. He went to this customer's home to offer our help, explaining that we are an excellent company that stands behind our products and service. He offered to repaint her bathroom wall at no cost to her, and to pay her compensation for her time. She refused to allow to do so. She implied that she was going after us, to cause us harm (over two small spots on a bathroom wall). Also, she was very aggressive towards him from the moment he arrived at her home before even looking at anything. We have now been out to this customers home five or six times attempting to please her in any way possible. She has refused every offer. How can a person complain about a company bending over backwards to help them?  We are always willing to go the extra mile to make a customer happy, and our offer still stands to help this customer. It is a very sad day when people can post complete lies, without any recourse. Although, we believe there will be legal repercussions soon coming for the aggressive and deliberate lies posted against our company and employees with the intent to harm, if these lies are not retracted soon.

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I appreciate the response to this issue, as I have not received any communication from Extreme Green Foam Insulation LLC (referred to as ************** in the last three months (March 2024). I have been very patient with *********** given the recent illness of the **.  I learned of his illness from my neighbor who highly recommended Extreme Green Foam, but is now in the same difficult position after having to replaster and repaint every room in their home due to the outcome of the foam install by ***********.  I witnessed this first hand and can provide documentation if needed.  

  The responder to this claim must not be intimately familiar with this ongoing issue, but more interested in bullying instead of the facts.  As seen in the attached photos, there are seven (7) large areas where the paint has bubbled and become separated from the wall. I first notified the company in February 2024 of this issue, which was not present immediately after install, but developed over time as the product cured.  I have documented every call and every visit, which is far overstated by the responder.  I have found the company extraordinarily difficult to work with and technically challenged on this issue.  

  Visit 1- December 1, 2023 Sales visit

  Visit 2- December 27, 2023 Foam Install

  Visit 3- February 14, 2024 Visit to follow up on paint separation complaint by ** (Over 1 hour late to appt)

  Visit 4- March 5, 2024 Repair holes with mortar that were left open since install along one side of my home, removed sample from wall, unsuccessful thermal imaging due to equipment issue. (Three hour appointment window)

  Visit 5- March 16, 2024 Thermal imaging. Results unknown. (Three hour appointment window)

  As you see, the company has not visited my home 5-6 times to resolve this issue.  In fact, I've had to call multiple times to even get anyone to respond at all and been inconvenienced each time with the given 3 hour appointment window.  *********** has not responded to any communication since March 2024.

  *********** has been unwilling to analyze this issue to determine root cause.  In fact, if any testing was completed, the company has refused to share what was tested and the results.  The only response has been "It's ok". I've been left to analyze this issue, completing testing on my own and following up with industry experts. 

  In the response, it seems the responder is not taking accountability for this issue.  In fact, the ** has admitted to being aware of this issue with injection foam installation by other dealers.  Additionally, my neighbor, who recommended this service, had the exact same paint separation, albeit far worse, and I witnessed this first hand two months after injection foam installation by ***********.    

  If the product used was as safe as advertised, *********** has not provided any explanation as to why their product removed every layer of paint off the wall in a 70 year old home. The paint released from the wall has tested positive for lead, impacting the health and safety of our family. There is a very distinct pattern of paint separation which reflects how the product has leached through the wall. The ** knocking on the wall to prove the wall is hard is an unacceptable technical response. 

  The company has not responded to my request for a documented technical explanation and has been unwilling to work through a resolution.  I will not tolerate bullying, yelling or disrespectful unprofessional behavior and have asked the owner to contact me going forward instead of the unhinged, shifty, non-technical **/ salesman. My main priority is ensuring a safe and healthy home for my family which Extreme Green Foam Insulation LLC has impacted.  

  Regards,
  
  ***********************

  
  

*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. ↩