Hello Ken,
It was a pleasure speaking with you this week to better understand and address the concerns that you brought forward here in your review. We certainly appreciate your candid feedback and my only wish is that we could have had the opportunity to address these challenges with your experience sooner. I was very disappointed to learn that our install team did not deliver as expected with their cleanup, or in assisting you with resolving your challenge with payment. We certainly take ownership for the fact that we need to set our crew members up for success in properly working with customers to handle challenges as they arise, and your experience indicates that we have some work to do with our ongoing training. There is no excuse for excuses - we all need to work together to deliver on our customer promise to perform the project right the first time.
On behalf of the whole team at Insta-Insulation, we want to be certain that you know we appreciate your business and we apologize that we did not deliver the 5-star performance that you have read about on Homestars, and that you deserve. I hope that you feel our conversation resolved your concerns to the best of our ability, after the fact. It is very important to us that we leave things on as positive a note as possible.
Ken, thank you again for taking the time to speak with me and for bringing your concerns forward. Understanding where we mess up is the only way we learn how to get better. We do remain confident that you made an excellent decision to invest in properly insulating your home and we hope you and your family enjoy the ongoing benefits you're sure to experience from your newly insulated attic.
Sincerely, Crystal - Customer Care