"We are sorry for this member's bad experience. We are not sure where the problem is exactly. We provided this customer a full audit (which he never paid for and for which an invoice is still outstanding) as well as a scope of work & estimate (which were no charge). We responded to this customer in a timely manner but as it is out buy season we are booked out and this was explained to the customer who demanded to be made a priority over other customers. We explained that the work is scheduled first come first served. If it is was implied that he had to "wait in line" it is because we have other customers who are scheduled before him as stated. We have tried numerous times to speak to this customer who won't return our calls or emails. We make every attempt to accommodate our schedule but have to respect customers who have scheduled work in the order we receive them. I would like to add that Insul-Kings is a tier 1 Mass Save contractor meaning we are in the top 5% of contractors in the program, graded based on work quality & customer service."

"This review is a great exaggeration of what happened. The customer completely over reacted after cellulose insulation which was being blown in from the exterior of the home entered through a hidden cavity that lead to a closet. We performed an initial cleanup that evening with arrangements with the homeowner to return the following day to complete & take necessary action to clean the job to the customers satisfaction, (this happen in the last hours of a multiple day job, on a Friday night). After we left that evening the homeowner calling in Service Masters who specialize in emergency fires & floods cleanup for whom were more than happy to charge her through the roof to clean her apartment on a Friday evening and Saturday morning. Instead of cleaning cloths that were exposed to cellulose insulation (ground newspaper) Service Masters sent it out for "restorative cleaning" costing thousands. So effectively the reviewer was taken to the cleaners by Service Masters who were only interested in blowing up the cost for an insurance claim (have you heard about the $55k tow bill sent to an insurance company on the news recently). Unfortunately there is the possibility of cellulose & cellulose dust entering a home when insulation wall from the outside. We have had other customers overreact in the past to this (taking there children to the emergency room because they were exposed to cellulose). We have had many cases as have every company that retro-fits insulation into home of insulation entering a home through some hidden opening (usually not caught until there is a sizable amount of insulation in the cavity / closet / room) all handled by a simple cleaning weather done by a home cleaning company or the insulation company themselves. All parties (Mass Save, National Grid, & Insurance Companies) all agree that this was a complete overreaction and that the customer has gone out of her way making a mountain out of a mole hill. The customer never paid a cent for the insulation work we did for her owing us her portion. Mass Save did pay us for the job despite the homeowners refusal to sign that the job was completed because after there inspection they found the work to completed completely and correctly."

"We tried reaching this member by phone several times over 2 weeks.. We then attempted to email after failing to reach him by phone. The comment was related to finding the member's original email & address. We are sorry that the member was dissatisfied and hope he was able to find a contractor to meet his needs. We feel the grade is a bit extreme but can assure the reader that we have a fully staffed office with 3 people handling phones, a call center that take calls overnight, and make every effort to contact potential customers."

"The customer was upset that we recommended that no one should be home while we spray foam insulation & a period after while the house airs out. We are not sure how this wasn't explained to her, (by us or any of the other contractors whom she met with) and are terribly sorry for the inconvenience it posed on her and her family. Naturally retrofitting any insulation in a home that is being lived in, (regardless of type of insulation material) provide some level of occupancy issue during and after installation. When our (non-commission) certified Energy Auditors meet a prospective customer for a free estimate, we try to be as comprehensive as possible and review an extensive packet of sales literature that is left behind. We are sorry if there was a failure of delivering appropriate information but naturally this would have been an issue regardless of whom the customer hired; therefore I feel that the reviewer in being extremely harsh and unfair in her brief but punishing review and in how we were treated after being hired. It would only be reasonable for the customer to have also done her due diligence, especially being a doctor. After the occupancy issue came up we were told that that the job be completed on a Saturday or she would cancel the job. I would consider that we were fairly courteous given that we are a M-F operation that doesn’t schedule work on Saturdays, therefore requiring us to essentially bend over backwards to do so, incurring extra expenses & overtime which were not passed on to the customer. The homeowner wasn’t home when our crew arrived; they were let in by a neighbor who locked up after the job was completed, never meeting our crew to at minimum review the job scope before they started. This customer is in collections as she shorted her final payment to us by $208 with a note explaining her rational for shorting us. I wonder how acceptant she would be of one of her patients shorted a payment to her with a note stating that they feel that they should arbitrarily reduce the payment to a number they feel is reasonable (maybe she is thinks this is Obama Care). We have addressed her every complaint, and have followed up responsively (requiring days of messages before we get a returned call from the start). Communication has been an issue as we feel she just lashes at us since this occupancy issue changed her outcome, intentionally making things difficult to complete the job and now to receive payment. We have a detailed, written contract with this customer, and I feel the retribution from this unreasonable customer is unfair to say the least."

"Thank you for the kind feedback. We strive on bringing the highest level of service and quality to our customers as we hope to be given the opportunity to serve your friends and family. I would like to respectfully note that we do not set the pricing from Mass Save which is who facilitated this job. The work is subcontracted to us at set prices (of which we do not favor - they have very high admin costs). We hope to have the opportunity to serve you the reader and prospective customer. Best regards."