Hello Ed,
First, I would like to say thank you for choosing Insta-Insulation for your spray foam project. Second, I would like to say thank you for taking the time to share your candid feedback on your experience with our people, products, and process. As much as it is certainly disheartening to learn that we have disappointed a customer, and especially in more than one area of service, we strive to view all negative feedback as an opportunity to positively improve our future performance. Clearly, we are unable to go back and erase the damage, but we certainly try to handle challenges head-on with the aim of working with you to resolve issues as fully and quickly as possible. We appreciate learning that, despite your unhappiness, both of the issues you have brought forward here have been resolved.
To address your displeasure with the spray foam work performed, it is certainly our practice for our sales advisors, scheduler, and install crew to provide each customer with information on how to prepare their home for the insulation work, prior to the start of the project. I cannot explain why we failed to communicate this to you, but I do apologize, on behalf of the whole team, that you did not have the information you needed to prepare for our work. I can appreciate how upsetting it would be to discover the foam overspray on so many of your valuable possessions. Although the team member we sent to remove the overspray certainly tried his best to restore things back to their original condition, and provide some compensation in the form of a gift card, I know that you must still feel your personal items will never be the same. I would like to extend our sincere apologies for not clearly communicating the importance of shielding your belongings from the spray.
With regards to your experience with the handling of the GreenON rebate, there is no excuse for the inadequate responses you received with your follow up inquiries about the status of your refund. Although, I’m quite confident that the clerical error with your email address was just that – an unfortunate error – it does not excuse the fact that we were unable to give you an accurate update. You deserved a much better response and firm answer and I am sorry that did not happen. We share your unpleasant experience with the GreenON process and we can only strive to be more prepared to anticipate and proactively manage the many challenges that will undoubtedly remain a part of future programs, should we choose to participate again.
Ed, I can easily understand how you would not be anxious to recommend our company to others based on your personal experience, outlined above. I can personally relate to the fact that regardless of any excellent track record a company may have, it becomes very personal when you’re the one that is the exception and not the rule, and we respect your position of dissatisfaction. It is certainly understandable and we do not enjoy having to live with it.
Being in business for more than 30 years, we have come to understand that despite best efforts to always be successful, sometimes you WIN and sometimes you LEARN. We don’t love it but we must accept it. Insta-Insulation remains a company who pride ourselves on integrity, and we plan to continue to do everything we possibly can to avoid the negative outcomes that inevitably will arise. We have learned much from your feedback and our experience in serving you, and for that we are grateful.
Sincerely, Crystal – Customer Care
Reply created 17 Oct 2018