Good Customer Service Story For a Change

[OK Corgi Rancher]

I'm capable of giving credit where due and not just bi***ing about stuff.

We recently had our new building insulated with spray foam. I got a decent quote (by decent I mean it was outrageously expensive but less outrageously expensive than the others) for 2" of insulation and scheduled a day. They were here when they said they were and worked well into the night working with battery-powered headlamps. I don't have power in the building yet so I wasn't able to inspect it thoroughly until morning.

In the morning I used a gauge to measure the depth and it was less than 1" in probably 50% of the area sprayed. Most other area was only slightly over an 1" of coverage. I called the company and the guy scheduled a return trip to check it out. As soon as he looked he said, "Yeah...we screwed up. I don't even have to measure that." They resprayed the entire building to almost 3".

When they were cleaning up I noticed some pretty severe overspray on the custom-colored garage doors. One of the guys tried scraping it off thinking it was solid color...like plastic. So both brand new doors have some pretty bad overspray that really can't be removed.

Again, the supervisor took ownership of the issue and asked how I wanted to handle. I showed him the invoice where we paid $750 for each door. I said I'd like $1500 removed from the bill. He immediately printed a new invoice with a $1500 discount.

That's how you turn a bad situation into a win for everyone. I'm happy and will definitely recommend this company. They're happy they don't have a pissed-off customer badmouthing them all over the internet.

1907-Insulation if anyone's interested.

 

[XYZ]

I’m probably not that far away from a building needing sprayed. I’ll remember them.

 

[beardking]

I'm capable of giving credit where due and not just bi***ing about stuff.

We recently had our new building insulated with spray foam. I got a decent quote (by decent I mean it was outrageously expensive but less outrageously expensive than the others) for 2" of insulation and scheduled a day. They were here when they said they were and worked well into the night working with battery-powered headlamps. I don't have power in the building yet so I wasn't able to inspect it thoroughly until morning.

In the morning I used a gauge to measure the depth and it was less than 1" in probably 50% of the area sprayed. Most other area was only slightly over an 1" of coverage. I called the company and the guy scheduled a return trip to check it out. As soon as he looked he said, "Yeah...we screwed up. I don't even have to measure that." They resprayed the entire building to almost 3".

When they were cleaning up I noticed some pretty severe overspray on the custom-colored garage doors. One of the guys tried scraping it off thinking it was solid color...like plastic. So both brand new doors have some pretty bad overspray that really can't be removed.

Again, the supervisor took ownership of the issue and asked how I wanted to handle. I showed him the invoice where we paid $750 for each door. I said I'd like $1500 removed from the bill. He immediately printed a new invoice with a $1500 discount.

That's how you turn a bad situation into a win for everyone. I'm happy and will definitely recommend this company. They're happy they don't have a pissed-off customer badmouthing them all over the internet.

1907-Insulation if anyone's interested.

Can you tell me roughly how much it was per square foot? I'm in the very early planning stage of a future build and this is something that I'm hoping to be able to do.

 

[OK Corgi Rancher]

They quoted it in board feet and it was about $3.10 per board foot. It's not cheap. Each side of the shop they insulated was 12'W x 25'L x 10'H plus the ceiling. The total before the discount for the damaged doors was $6115.

It's made an incredible difference in the sturdiness and rigidity of the building, too. They say closed cell foam adds something like 40% to the strength of the building. It keeps the temps very reasonable inside. We're really glad we went this route. Beware, though...it creates a huge mess...everywhere.

 

[Big House]

It appears that their work was sub par but the warranty was top notch.

 

[XYZ]

My house has spray foam in the walls.
Love it. Helps with heating and cooling, but also sound reduction. You can’t hardly hear anything outside.

 

[beardking]

They quoted it in board feet and it was about $3.10 per board foot. It's not cheap. Each side of the shop they insulated was 12'W x 25'L x 10'H plus the ceiling. The total before the discount for the damaged doors was $6115.

It's made an incredible difference in the sturdiness and rigidity of the building, too. They say closed cell foam adds something like 40% to the strength of the building. It keeps the temps very reasonable inside. We're really glad we went this route. Beware, though...it creates a huge mess...everywhere.

Thank you, that at least gives me a baseline on figures for the future planning.

 

[saddlebum]

now you know why they were the lowest bidder

 

[Perplexed]

Beware, though...it creates a huge mess...everywhere.

What kind of mess? Bits of sprayed foam going everywhere, on objects and on the ground? Does the foam stick to anything it lands on? Did the company clean it up?

 

[OK Corgi Rancher]

What kind of mess? Bits of sprayed foam going everywhere, on objects and on the ground? Does the foam stick to anything it lands on? Did the company clean it up?

Yes...the foam spatters everywhere. They put plastic down and covered everything but it still manages to sneak into places where it shouldn't. The wind was blowing really bad on the second day they were here. Even though they wrapped the doors, the wind blew the excess foam under the plastic in a few spots...mostly on the top of the rolled-up door where they couldn't see the plastic had come loose.

Yes, they cleaned everything up.

Mistakes were made and they were corrected. I can respect that.