Response from Insulwise Energy & Comfort Solutions
The job we were contracted to perform was to spray foam the customer's basement rim joists and cantilevered overhang. The purpose was to seal and insulate this area to eliminate air infiltration. This is a job we've done hundreds of times and have a great deal of experience with. Upon completion the customer inspected every square inch of the job. He claimed he could still "feel" air coming in around the cantilevered overhang. When I checked I could not feel any air flow whatsoever (as an experienced energy auditor, I'd like to think I'm fairly adept when it comes to detecting drafts and air infiltration), however I re-sprayed all areas that he questioned, free of cost, to make him happy. When I left that day we shook hands and he seemed happy. He said there were other neighbors in his area with the same issues and that he'd be recommending us. A few weeks went by and he phoned me and said he'd done extensive internet research and found an obscure foam product made by a company in New Mexico that he felt could have done a better job. When I told him that our method had not only solved his problem, but that he could contact any independent energy auditor he liked to confirm we'd used an acceptable product (we use closed-cell foam, widely considered the most effective type of spray foam in the industry), he said that did not matter and that he could "still feel air coming in" and he was no longer happy. After having spray foamed the area in question Twice, and then also hand-packed the small cavities tightly with fiberglass insulation, I knew we had sealed the area and there was no detectable air coming in. He said that the only way he could be made happy was if I paid the $750 for the obscure foam product he'd found online (a product that NONE of the major spray foam companies in Pittsburgh even use) and then came out and redid the job for free. To me this was not only unnecessary, but also unreasonable knowing that I'd already solved his problem. Because I refused to submit to his request, this customer gave me the grades above. As sole owner of Insulwise Energy & Comfort Solutions, I take tremendous pride in the work that my company does. And I will bend over backwards to make sure that our customers are thoroughly pleased with the work we've performed for them and feel they've gotten good bang for their buck! Please see our many rave reviews to see how the vast majority of our customers feel about us! Yours truly, Andy Haak