Insul-Kings

"Hi John, You hired us to clean your air ducts and then when we got to the job you were expecting us to remove a dead animal which is not something we are not in the business to do."

"We are sorry that you had a bad experience but are glad we had the opportunity to make it right. Edwin is a committed, long term employee (15 years) who takes pride and care to make his work perfect. Your review below states that he got a few things wrong and I would like to know what was incorrect. Edwin & Keith have tried following up with you by phone several times but have not heard back from you. Regarding Bret who initially did the work. Unfortunately Bret was experiencing health problems the day he did your job that resulted in a seizure. That is why he stepped away in the middle of the job. It likely affected his work. He has been with us for almost 10 years and we received very few complaints in that time. I want to mention he did all the duct work in my new home as well as complicated heating work so I know the quality of his work and his competence. We agree that his job at your home was subpar and redid it promptly. I have checked our call logs and we have returned your calls in a prompt, respectful manner and given the circumstances in a reasonable amount of time despite your exaggeration of a week. The delay was due to not being able to speak to Brett the next day because of his medical emergency. In response to your request for a refund to remove the review we find that unreasonable. You were delivered what you purchased. We regret that these things went wrong and fixed them with apogee. We guarantee our work and am glad that your dryer is not venting safely and properly. It is unfortunate that you choose to discuss your complaints over the internet with reviews instead of returning our follow up phone calls. I also wanted to add that you did cancel our first appointment without reasonable notice and we were accommodating, we ask that you consider all of these facts and reconsider your over crticials reviews."

"We are sorry for the reviewers' dissatisfaction. The cellulose insulation (made from ground up newspaper) is installed from the exterior of the house through 3" holes we drill and fill, under pressure in order to meet insulation density standards set by building code. Cellulose insulation is safe but dusty and messy. Is the only type of insulation that MassSave pays for (100% free currently) and can result in wall cracking or blowouts, particularly if the drywall is thin as was the case here. MassSave did advise the customer that his walls could potentially crack & blow out and the customer signs off an acknowledgement of this. We did hire a local professional cleaning company to clean his home (from top to bottom) immediately, as seen in his pictures, and the walls were repaired promptly by a professional plaster. The bedding mentioned in the review was laundered by Anton Cleaners, again promptly, but did take a week to return. We, as well as ALL MassSave contractors deal with these types of situations regularly & have procedures in place to handle it. We have been installing insulation for MassSave for over a decade, with the same highly experienced, long term employees that performed the work on this house and have insulated thousands of homes in New England. We currently hold a top ranking with MassSave, (as well as with online ranking sites like Angie's List, Home Advisors). MassSave has said we did not do anything incorrectly on this job or in our response. We are required to report these incidents to MassSave who immediately dispatched an inspector who found no fault to us. The reviewer is obviously angry and has posted this same review all over the Internet but refuses to contact us back (emails, texts & calls) so that we can find out what further we can do to remedy any problems. These types of incidents are never welcomed by us or the customer. We certainly understand that this type of home improvement work is stressful for homeowners. Retrofitting the insulation in an old home is very intrusive & messy work. Most customers understand the inherent problems & risks and recognise our effort to avoid problems & in the rare case something happens that we correct problems promptly, In the rarest cases unfortunately some homeowners panic & freak out. We hope that when time passes and the sting of this unfortunate incident wears-off that the customer enjoys the added comfort and energy savings. We mean no hard or stress to the customer and hope we hear back from him soon to address his issues. UPDATE: After reading our reply he called us back yelling and swearing at our customer service rep who was trying to help him. This person has become abusive and unhinged over this throwing a complete tirate."