Reply from Quality Eco TechnologiesApr 25, 2020
Ms. Bentley,
We are very sorry to read through this complaint, and quite frankly, to see things that are simply inaccurate. This is now the second public forum that you have come to with a very inaccurate portrayal of the current situation. To whoever is reading this, if you take nothing else from this response, please take this:
We have done everything in our power to make Mrs Bentley happy OTHER THAN giving her a full refund for reasons which we have explained below. She will not talk to us. She literally just yells for 3 mins straight whenever a company rep reaches out to her and then hangs up.
At this point, she has thousands of dollars of products from us that she is trying to get out of paying for. Per our legal counsel: people like this do exist and often try to rip off good companies that take customer service and customer satisfaction seriously. These kinds of people just hope that the company will get so tired of the public slander and annoyance that they will just give up on getting paid for the products and services rendered.
Due to the Covid-19 pandemic, and the fact that we need to take care of our many hard-working employees, we will not be allowing Mrs. Bentley to get away with stealing over $10,000 from us. We are taking her to court, and per her contract, she will pay for work that was done and for our attorneys fees. This is not “mafia tactics” per her words above. This is simply the last resort a good company needs to take in order to not get ripped off by a scam-artist. With thousands and thousands of happy customers, we have never once had to take anyone to court. That will change with Mrs Bentley. Beware to any other businesses out there: DO NOT PERFORM ANY WORK FOR THIS WOMAN WITHOUT BEING PAID FIRST. SHE WILL TRY TO SCAM YOU REGARDLESS OF WHATEVER CONTRACT SHE SIGNED.
Please see below response to her similar complaint via the BBB.
It was our hope that we would have reached some kind of mutual agreement by this point. Clearly, you have brought up a large number of points in your complaint that need to be accurately responded to and refuted. It is always a last resort for our company to have a public dispute; unfortunately, you are not giving us any choice. We have tried everything in our power to make you happy, including sending back any number of technicians to inspect the work done at your home for any potential issues, and if any installation errors were found, fix them at no cost to you. From the time of your installation, we(multiple company employees, and company ownership) have tried communicating with you via phone, text, etc., and it has been impossible to talk with you on the phone, because you continue to hang up on us.
We believe that any situation can be resolved with proper communication. Unfortunately, you have decided not to communicate with our company except through this forum. With that being said, although you will end up hearing this from our attorney, (you still have not paid a dime for any of the products and services that we have provided you) I will elaborate some more on the situation at hand.
1. Brendan did actually inspect your crawl space. That is how he knew where your air-handler was for the EPS unit to be installed. We have pictures showing your crawl space from Brendan's initial inspection.
2. Brendan says that he did leave you a copy of the inspection report, and that it was left in your folder with the rest of your documents. We also have offered to have a technician give you another full inspection with a new inspection report for her records. You have declined to allow us back into your home to check the work. On top of that, you imply that you were pressured into a decision...you were given a separate price that was locked in for 12 months, with no pressure to make a decision for an entire year. You elected to take advantage of a sale price that we offered, and are now saying we pressured you.
3. In regards to the square footage total of your home-Brendan used laser measuring equipment to ensure an accurate measurement as all of our inspectors do. Your home has sidewalls and cathedral ceilings that require more material to cover; Brendan thoroughly explained that to you as well as showed you pictures to verify.
4. As you stated, we do not require a down payment or any payment at all until our customers are satisfied with the installation of our products. We scheduled the install date and time per your request. On March 10th when we completed the install, you signed a certificate of completion stating the job was completed to your satisfaction, and a post inspection report stating that our technician did a final walkthrough with you of all of the work that was done, and you agreed that you were happy with the work. You then wrote us a check, again, certifying that you were happy with the work that was done.
5. There was in fact a miscommunication regarding the R-19 batt insulation. Brendan did not enter it into the work order properly. That was completely Brendan's fault, and we took and are still taking full responsibility for his mistake. Joseph did go and purchase the insulation which made him late(again, that was our fault) and we gave you the R-19 batt insulation for free because of the miscommunication. It was our mistake and we made it right.
6. The section of your house that was not covered by insulation is your front porch. Brendan and our technician explained that we do not insulate front porch areas because it does not cover the conditioned air space of your house. It is not an enclosed part of your home and because of that fact it would have been a waste of your money to cover that spot with our insulation. It was never measured from the beginning, and you were not charged for it.
7. There was never any mention of us not cashing your check. With all due respect, why would you give us a check if you didn’t want us to cash it? As a matter of fact, we had no complaints at all from you until after our accounting department noticed that your check bounced and we reached out to see what the issue was. Marc contacted you on March 14th and offered to come over to your house even though he was scheduled off for vacation. You told Marc that you were unhappy with the install and Marc offered to fix any concerns that you might have. At that time you refused to have Marc check out the installation unless he was coming to remove the insulation. Marc told you that he unfortunately could not simply remove the insulation, as it is cut to fit every individual home and couldn't be re-used. You then told Marc that it would be pointless for him to come out to you home. There was no miscommunication here; we were trying our best to figure out how to best help you, and you were refusing to pay for your order, or allow us to fix any alleged issues.
8. Justin Jackson, called you multiple times, leaving two voicemails. You finally responded on the 23rd. He apologized that you were unhappy, and offered to have a technician come out and inspect any of the work you were unhappy with. You again asked to return the insulation. He explained that we do not have a return policy because the insulation was cut to fit your specific house- similar to how carpet comes in large roles and is cut to fit certain rooms of your house. He explained that there is no way that it can be returned and put back on a roll at this point. You again told him that there was nothing left to talk about. He stated that you do still have over $10,000.00 of our companies materials and we need to figure out a way to come to terms. You then hung up on Justin.
9. The next day we consulted with our attorney and had him review the contract, the signed satisfactory completion documents, as well as the before and after pictures of our work. He advised us that we should pursue this in court since you are both refusing to pay us for the work that was done, and also refusing to let us address your concerns.
10. After receiving the letter from our attorney, you finally reached back out to Marc to have your house inspected. Marc never confirmed that 60% of the install was installed incorrectly. That simply never happened. You stated that you were unhappy with how and where some of the insulation was installed. Marc offered to redo the insulation per your request in an attempt to come to a satisfactory resolution with you(We ALWAYS try to make sure that all of our customers are more than happy with our work). Marc explained that we do not staple the insulation down over certain areas due to future maintenance issues. We do not want the insulation to be torn or ruined trying to access future maintenance. The insulation was installed in a way to allow the maintenance to be completed, and then re-install the insulation over the affected area. Marc called in to the office and asked if we would allow him to come back and install the insulation in the way the that you requested...we agreed. Marc then tried to schedule a date with you, but you insisted that Justin Jackson call you back before scheduling. Justin then called and left 2 messages with you. A week later you returned Justin's call stating that you felt mistreated, was unhappy with the work, and wanted us to remove all of the products as well as not pursue any legal action against you. He once again explained that we could not return the products, but that we are more than happy to have our technicians go back to your house and do whatever they need to make you happy. You AGAIN hung up on Justin.
11. There are no terms of the sale in your contract that state that you need to have the products for 30 days to prevent a return. The materials are cut specifically to fit your unique home--again, they cannot be re-used.
12. You highlighted the fact that we have hundreds of positive reviews all over the country. That is simply a testament to the quality of products that we offer and quality of installation that we provide. That is the reason that we have an A+ rating with the BBB.
13. You specifically mentioned the product Double Bubble as "the same thing" as our Tri-Guard Insulation. Ma'am, that is like comparing a Chevrolet to a Porsche. Double Bubble insulation is designed to insulate HVAC Ductwork. It’s not intended for attic floor insulation. 1, It acts as a vapor barrier that can cause moisture and mold if installed on an attic floor. 2, Our product has 6x higher R-Value than Double Bubble. 3, Our product is completely mold and mildew resistant and comes with a lifetime warranty. To compare our product to Double Bubble is comparing apples to oranges.
In closing, I did not want to spend the time clarifying any of this through the BBB; I would have much preferred to simply have a call with you finding middle ground. We would still love to come out to your home and make you happy in any way that is within our power. It is never our desire to have an unhappy customer, and I could give you many examples in which we have bent-over-backwards to ensure our customers happiness.
At this point though, we simply cannot allow you to steal the thousands of dollars that you have from our company. Like any good company, we have paid our office staff that you have dealt with, we have paid our presenter, we have paid our inspector, we have paid our technicians, we have given your thousands of dollars in inventory. This is an open and shut case for any unbiased reader, listener, or judge.
Please feel free to call us anytime if you would like to come up with a resolution outside of through the legal system. It would be a shame to waste time, energy and resources on something that could easily be resolved otherwise. We hope to hear from you soon. Thank you.
