Hello Laura,
Thank you for taking the time to write a review. Although this review is not favorable to us, any review can be positive if you take the opportunity to examine and learn from the situation.
Since the review was posted we have had dialogue with you to better understand what transpired with your crawlspace and what led you to your decision to choose to use Homestars as the first point of contact to communicate with us about the current problem you are experiencing. The big picture seems much clearer now that we have sent someone out to investigate. Upon further review, there is evidence of water leakage from the upper wall system into the crawlspace. It is highly likely that the leak was not evident in the crawlspace area at the time we assessed the job and completed the spray foam work more than four years ago. It is quite unfortunate that despite the fact that we have not received a complaint about occupant discomfort or dissatisfaction with the work performed in the space for almost 5 years, that our judgement, and recommendation for spraying the area that we did, is suddenly under scrutiny upon discovery of a problem that has come to light at the onset of a project by another contractor (who does not happen to be a qualified insulation professional). All things considered, the fact remains that the existing leak would have caused the joist ends to rot regardless of whether the crawlspace floor OR walls were sprayed. Had the wall not leaked, there would have been no cause for rot, and this unpleasant situation, for all involved, would never have occurred.
Laura, Insta-Insulation takes great pride in our reputation as a company that is approachable and stands behind the products and services we deliver. Had you and your landscape contractor opted to be up front with us and give us a call to discuss the problem you discovered, we would have gladly worked with you to alleviate some of the financial burden of your current circumstances. At this point, after what we believe to be a thorough investigation of this situation, we are of the opinion that you have made a conscious decision to inappropriately use Homestars for your personal gain. Because of this, we choose to accept your zero rating and stand behind our position that there was no rot evident on the interior of your crawlspace when we performed your insulation project; our work did not cause the rot; and we delivered on the agreed upon scope of work for the price outlined in your estimate, as promised. It is disappointing to us to have to make the decision to discuss this matter on such a public forum; a simple phone call would have been appreciated prior the decision to point the finger on this communication channel, and rendered this response unnecessary. A win/win outcome would have almost certainly been the result. In closing, we wish you the best with your remediation efforts and will look forward to serving customers who value that problem resolution begins with a simple conversation. Sincerely, Crystal - Customer Care
