Delmarva Insulation

"While we appreciate the commentary of the homeowner we disagree with the assessment of the circumstances. In regard to the observation of the foam pulling away from the beams and block: The shrinking of foam was caused by voids of blowing agent in the tank during the manufacturing process. This low-pressure foam is manufactured in Froth Pak tanks, which we have used successfully for many years. Our manufacturer was consulted and helped determine the cause of the foam shrinking which was a chemical imbalance in their manufacturing process that created a condition where the foam would shrink or "pull" several days after install. This was present in only small portions of the overall install and would appear intermittently in a small percent of projects where this product was installed. The foam itself was determined to be of proper makeup and effectiveness. The shrinking was related to a specific chemical agent that expands the foam as applied and did not affect the foam's integrity. When this condition was noticed the work was re-foamed with a high-pressure foam, going over and above to make sure there were no additional chances for foam issues. The homeowner was offered the manufacturer technical representatives cell phone number for verification and was told this person would also fly in to visit her site and discuss with her personally. Its unfortunate this product issue presented itself on this project. Our supervisors and staff made numerous trips to the house to address any and all questions that arose. Regarding the point about our company not addressing HVAC issues: Our installers are trained to install insulation and aren't qualified to assess the condition and function of an HVAC system. The homeowner believes this to be an oversight. To be of assistance, the installer team tried to go over and above by completing the install of a dryer vent at the homeowner's request. Delmarva was requested to seal the vents as there were large gaps with them sitting flush with the house. The vents were badly bent and damaged and the only way to seal them without full replacement was to foam them to cut off the air leakage. This is certainly not recommended as a finished product, which was explained to the homeowner. We were later accused of stealing the vent, which was proven false. These issues were addressed directly on numerous occasions on site visits. The homeowner appears to have an expectation that all of this "non contract" work was the responsibility of Delmarva Insulation. After several attempts to resolve these issues as detailed above the homeowner was offered a generous discount in an effort to bring closure to a project without litigation for collections. Many months later we scheduled a meeting with the homeowner and our site supervisor to inspect the install again. The agreement that was if all contract work was satisfactory and proper that the homeowner would pay the remaining invoice amount. Soon after that meeting we received payment. We appreciate this feedback and feel confident this assessment of the project demonstrates our commitment to standing behind our work."

"We are very sorry for your experience working with our company and the lack of response from your representative. Your experience illustrated a lack of communication between the sales team and our accounting department. It is not our practice to demand payment before a project is complete although your experience demonstrated the opposite. We have enhanced our internal communication systems to prevent this from happening in the future, and the company representative is no longer with our team. Again we apologize for your experience with our company. We are happy to speak directly with you should you have additional concerns."

"We are sorry we were not able to release the report. Based on our relationship with your home builder, our testing results and reports are sent to your builder from whom you can request that information."