Hello John,
Thank you for taking the time to share your experience with our company and present us with your candid feedback and concerns. It goes without saying that your comments are the kind we hope we never have to hear, but as with anyone running a business, we have to take the good with the bad and try to understand and resolve the problems to the best of our ability, as they arise.
It sounds like things started off on the right foot with a professional assessment by your sales advisor, Ken Nagy. Thank you for sharing that positive feedback. It sounds like where things really fell apart was primarily with the poor performance of the independent drywall contractor to whom you awarded your project.
Insta-Insulation works with a number of drywall contractors in all of the market areas that we serve and we try to assist our customers by letting them know about local companies that they may wish to contact and have quote on their work. Our sales advisors offer this as a courtesy in an attempt to reduce your coordination time for a project. This is not unlike your real estate agent letting you know about some home inspectors you may wish to call, or banking institutions from whom you may want to speak with to obtain a mortgage. We do our very best to provide you with names of reputable companies based on our past experience in working with them, however, it is not our desire or practice to be held accountable for their work.
We are certainly very sorry to hear of your unhappiness with the drywall company you selected and we appreciate learning that his focus on customer service is not up to our standard. We will avoid sharing information about his services with our customers in the future. With that said, the fact remains that you made the business decision to hire and pay that drywall contractor directly as part of your project team, and unfortunately decided to pay him upfront, which is never encouraged. Under these circumstances, it is very difficult for us to take ownership for the poor service that you received from an independent company.
John, I understand that Insta-Insulation has let you down as well with regard to an area of incomplete work surrounding the re-installation of your soffit, and the alignment of the screw holes. After investigating the situation further with your sales advisor, I believe that we did not set a good enough expectation about our role here and ability to perform this scope of your work. On behalf of Ken and the install team, you have our sincere apologies that we did not clearly communicate what we could or could not do with your soffit work. I am very sorry we disappointed you with the resulting imperfect cosmetics in this area of your project. In order to avoid this problem in the future, we have already taken steps to improve our performance in this area and thank you for reminding us that we can do better.
It remains unsettling to the team here at Insta-Insulation that clearly this was not an enjoyable experience for everyone. We will take this as a lesson on how we can improve our communication process up front to 1) understand how, you, the customer are measuring success; and 2) take extra care to review the scope of work and all deliverables so that expectations are clear and all parties are in agreement. Thank you for the opportunity to address your concerns and wish you the very best in finding the right team for your job should you require insulation services in the future. Sincerely, Crystal – Customer Care
Reply created 5 Dec 2014