New England Spray Foam Insulation Co., LLC

It took two weeks and many calls & emails for Mark to respond to the problem of a leak in the system which caused damage to the ceilings & floor. When he called back we were told that his company didn't have the time to come out. He referred us to another company that does work for him. Two weeks later, someone came to look at the system, said they think they found the problem and told us if it leaked again to call back because we might need a new pump. Well, it leaked. We called. They didn't return the call. So, we called a local guy who was willing to come out that day. When my husband explained what we were told, he said there was no pump involved. And, he was right because with the information we got from the local guy, my husband was able to fix the problem in ten minutes. Very disappointed in the lack of and quality of service from New England Spray Foam.

When hired to do this job, Mark Burnett assured us that the foam would fill all spaces in the peak of the roof, preventing the accumulation of moisture. However, that was not done; what was created was a micro-climate up there that not only collected moisture, but it came down anywhere it could, leaking into the living space below. We were in the process of finishing the room by the time we realized what was happening, and had drywall up, so this was not a happy situation. The last thing you want is water dripping onto your new ceilings from a space you can't get at. Mark was positive that they had done nothing wrong, which is strange since he wasn't here when it was sprayed, and didn't come to look at it. Finally, after quizzing his workers, he admitted that they had NOT done it correctly. He did not take responsibility for fixing it, and probably hoped he'd never hear from us again. We had to wait for better weather to remove the top of the roof of this building in order to have it correctly insulated, and the additional expense was $750. Again, although his workers did come with cans of spray insulation, he did not offer to pay for any of the cost of this repair. This could have been avoided if he'd done it correctly, as promised, the first time. This was a new building with no issues, and to see water dripping into our space was disheartening, especially when we had to undertake the repair and pay for it ourselves. Add to that Mr. Burnett's unprofessional and unkind behavior, and it all adds up to an unpleasant experience.

The workers were trying to do the job as the day ended, in complete darkness. When offered lights, they initially declined. That's probably why they never saw all the damage to the walls where they'd covered the windows with plastic. When it was apparent that they had ripped off the foil covering the R-Max Thermashield insulation in many areas at the gable ends there was no acknowledgement and no apology. My husband emailed Mr. Burnett, who was suddenly unavailable. This from a man who assured us he would oversee the work. We could only meet with his operations manager (Ted), a man we'd never met, and this he communicated through his wife. Ted stood there and said one of his guys would fix it although he'd never seen their tape rip insulation like that, and it must have been the fault of our materials. At this point we felt frustrated and as though the problem should never have arisen in the first place; we simply didn't trust the same guy who carelessly ripped off that all-important moisture barrier to do it right this next time. (Why would a worker repeat the damage to all 4 gable ends as they "cleaned up"?? Is there no learning curve?) Ted authorized repayment for rolls of foil tape so we could do it ourselves, and left. Suddenly Mr. Burnett WAS available, because he sent us a lovely email where he called my husband boorish, dramatic and disingenuous. Which means he basically called us rude, uncivilized, ill-mannered, coarse, ill-bred, dishonest, deceitful, duplicitous, untruthful.......I can go on if you want. This from a man who never actually talked to us personally once the work was done, never saw the damage, and who immediately demanded full payment from us with no considerations for covering the cost of buying more rolls of foil tape to repair the damage. He completely overrode the decision and promise of his operations manager and demanded the remainder of his fee in full. I think that for a business owner to respond to a customer email (which contained no profanities, expletives or name calling) in such a way is incredibly disrespectful and unprofessional. Is this how he treats all his problems? By calling them loutish liars? If a plastic surgeon fixed your wife's nose, but damaged muscle and left two baggy eyes, didn't even mention it post-op, and then when you complained was unavailable to talk to---what would you think? And then when he offers "okay, I'll go back in and fix it but your wife has terrible skin," would you let him? Might you have second thoughts? Was the damage to the Thermashield irreparable? No. Our relationship with Mr. Burnett? Most definitely. I gave the quality a C because I believe that the foam work itself was probably okay. It's just the resolution of this problem that really deserves an F.

Very thorough given the complexity of the project. 1840 post and beam Cape with lots of nooks and crannies. Friendly professional service!

They did really good work for us. They came three different times. It was very good. They were very accommodating. They were certainly willing to discuss alternative approaches. They were very professional about what they did. It seemed reasonable.

I contacted New England Spray Foam through their website email link and got no response. I called the 800 number on their website and got an answering service in Georgia. After a week I finally got a response. Communications was an issue one other time they arrive on site on Friday when I had moved the start date to Monday. Shop maintenance as an issue. They arrived on site on two separate dates and had equipment malfunctions which caused them leave without doing any work. Good shop preventative maintenance would have avoided this delay. Once the work started they did an effective and efferent job at a reasonable price. Their price was $1500.00 less than another contractor. Overall I am satisfied with their work.