I began a project to renovate my garage, bathroom, and adjoining walk-in closet. I had a few spray insulation companies come in and the reason why I chose Great Northern Insulation was Aaron. Aaron was great to chat with, and to go over the project. He even came by a second time when I informed him of the projects expansion to include a bathroom and adjoining walk-in closet. Aaron was the only person that informed me that I would need to be out of the house for 24hrs to let the smell/toxins from the insulation spray dissipate. The biggest issue I had was with scheduling. Just before signing the documents and sending the deposit, I asked for a specific date and time. After speaking with Aaron, he suggested I call the Head Office to confirm availability. After speaking with Head Office, they confirmed they had the date and time available; therefore, I signed the documents and sent the deposit. I made arrangements to ensure that everyone was out of the house and staying elsewhere from the start of the work and for a minimum of 24hrs. However, just as we were coming to the start of the work, I got a confirmation email that was three days earlier and some random time. I had to call the scheduler and informed them that was not the time that was agreed upon and I had made arrangements for everyone to be out of the home for the necessary timelines. Scheduler was not aware of the agreed timelines, but was able to confirm the correct date and times. Sadly, that was not the last of the scheduling issues. Less than 24 hrs before work was to begin, I was sent another confirmation email and it was an afternoon time instead of the morning time that was agreed upon. No one was answering my calls and I was forced to make additional accommodations. Lo and behold, when the crew came the next day, they came earlier than the confirmation email time but still later than the agreed upon time. In friendly chit chat, I learned the crew came from an earlier job that was small and was told that they could not come to my location earlier than 11am. The scheduler had double booked my time slot and screwed up all my accommodations for the day. Sarah and James were great and empathetic. However, after they had finished and left, the spray insulation didn't expand and fill everything, which created gaps. Gaps large enough to put my finger through, which means large enough for rodents to pass through. One area, an entire joist wall was missed, which made no sense as it was facing outside, so it was a necessary section; another area, just above the garage and below the roof, there were large gaps, perfect for birds to nest in. Throughout the joists, each corner was not completed and in the middle of the garage each joists cross section was empty. Oh, and a large cardboard was left on top of my veranda ceiling to catch falling spray foam. With the aforementioned gaps, I had to contact customer service. Aaron provided me the email to reach out. BUT no one replied after a week! This whole time I am unable to put up drywall because the insulation was not completed. This was a huge delay, knocking my timeline for a new garage door to next year! (Garage Doors take 6-12 weeks to be delivered and installed. Verified by multiple garage door companies.) Nonetheless, when I contacted Head Office, they saw the email and requested more photos. When I provided additional photos, showing the missed sections and gaps, I was told the scheduler would get back to me. When the scheduler got back to me, they sent an email asking me to confirm times for Monday August 7th in the am or afternoon. When I confirmed the date, I suggested any time in the am or afternoon worked. No response back. Come Monday, I wasnt even sure if anyone would come by until I was looking out the window changing the curtains. Showed the new crew what was missed, including the big cardboard sitting on top of my veranda ceiling. They removed the cardboard and got started on the gaps. After getting started on the larger gaps, their spray gun jammed! Only one of the two chemicals was coming out, which stopped their work. Your trucks should have additional tools for such a scenario. What I give credit to GNI is their ability to make things right. They stood by their work and if it didnt come out to how it should, they ensured to come back to fix the issues at hand. Always call, as it is more direct and active. Email is too passive and indirect.
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- Company Response
Thank you very much for taking the time to leave us such an in-depth review. While we’re disappointed that our overall level of communication, scheduling, and initial installation were not up to our standards for most of your experience with us, we’re glad that our team was able to uphold our satisfaction guarantee to ensure that the job was done correctly in the end.
We’re especially appreciative of the time you’ve put into giving us such detailed feedback on your experiences as it allows us to review our processes for improvements. We think it’s clear that scheduling and overall communication are the two largest areas for improvement. We’ve also noted your suggestion for improved tools in the case of equipment malfunctions – while our teams have the necessary equipment to fix most issues in the field, spray foam equipment is complicated and sometimes cannot be easily fixed on the spot.
Your review and feedback have been provided to our production supervisors and branch manager, and they will be reviewing it with the scheduling and production teams. We will look to improve our services from this review, thank you!