Advantage Insulation Inc

"We were very concerned when we read a report on your site from a disgruntled customer. We are a consumer oriented company that diligently strives to wow our customers with an excellent product and unparalleled service. Our customer satisfaction index is consistently above 96% and we will view that as unacceptable until we reach 100%. That is our stated objective, but sadly, once in a while things happen on a job that leaves the customer feeling let down. In most cases, it turns out to be a communications issue or an unreasonable level of expectation on someone’s part. Occasionally we do mess up and then we do everything in our power to rectify the situation to the customer’s satisfaction. Having said all that, I need to explain that the product we provide is spray foam insulation. This is a very messy job because of several factors. First, it is a “spraying” application which is subject to potential overspray that can get on adjacent surfaces. Second, it is a substance that is tenaciously adhesive. By virtue of these two issues we categorically cover everything when we start a job. We go out of our way to explain this and advise the customers of potential issues. This is exceptionally important in an existing home as opposed to a “new construction” project. We do everything we can to protect the customer’s property and possessions. I have reviewed this customer’s file and spoke to the crew leader about this to see what actually happened on this job. We did cover the floor, as is our practice, whether we think they are going to finish them or not. Apparently some of the floor did get some overspray on it and we did offer to come back as stated and sand it. The crew scraped off all excess foam from the old attic floor. There was some subsequent discoloration left on the floor but as the client mentioned, they had to patch in some missing floor boards and sanding was going to have to be done anyway. Also, we did have to work around quite a bit of stuff like missing floor boards and framing material that the client had in the attic area we were working in. This is less than ideal for us since it makes the job harder to do, but we do what we have to do to get the job done. As for the staples she mentioned, usually they are put on an area that will be covered up when the drywall is installed. If we put any on a finished surface then shame on us. That is not what we intentionally do. In closing, we are all unhappy that this client was dissatisfied. We do occasionally make mistakes and we do try to resolve it with the customer. In this case it just didn’t work out, but, not for the lack of trying. Respectfully, Michael P. Eiffert Owner Advantage Insulation Systems"