Our experience with Cosy Insulation was sadly beyond unpleasant. In short, Cosy Insulation was unprofessional and failed to take ownership when problems arise. The lack of integrity and accountability displayed by this business is simply outrageous.
We chose Cosy Insulation based on the great reviews we saw on websites for a seemly straightforward insulation job. We had just sold our old house, and as part of the sales contract, we needed to top up a section of the ceilings that appears to be missing insulation.
Mike was our point of contact. During our initial phone discussion, we advised Mike that we needed the ceiling above the living room area topped up to industry standard and that the area needs insulation is around 12ft by 12ft.
We were unable to be present during the time when the crew came in to complete the work; although our contact info was provided to Mike so that we can be informed of the progress made. Crew members did not reach out to us to provide any updates. And when we called for an update, we were advised that the crew had “located the area easily” and that they had completed the work. We (natively) took Cosy Insulation’s word for it and paid the invoice in full and on time.
So you could imagine our shock on the evening before our set closing date, as the buyer was doing the final walkthrough with his home inspector, that we were informed that NOTHING was done to the area that should have been topped up.
Frantic, we reached out to Mike with buyer’s home inspector to figure out what went wrong. Rather than offering any solutions, Mike immediately shifted the blame to us; stating that we “gave him no direction” for the job. So all of the sudden, our “clear-cut attic space” is now confusing, and the “insulate 12ft by 12ft space above the ONLY living room in the house” is no longer a valid direction for the job. Mike was condescending toward buyer’s home inspector and us throughout the call and shut down the home inspector when the home inspector tries to offer feasible resolutions.
It was also during this call that we found out (from the buyer’s home inspector) that the space we needed to insulate is behind a piece of plywood. After getting over our initial displeasure and in light of this new information, we decided to give Cosy Insulation a second chance. We even went as far as agreeing to pay Mike extra $700 to complete the job- a job technically we had already paid for.
Given our experience with Cosy Insulation thus far; however, we thought it would be necessary to put the verbally agreed terms in writing, and we did. The email we sent consisted three points:
1. The detail of the job accompanied by photos and inspection report
2. The cost for completing the job as advised by Mike
3. The insulation job needed to be verified by the buyer and buyer’s inspector to ensure satisfactory results before we are to pay for the service provided.
As you can see, what was listed in the email as requirements are not unreasonable demands, any reputable company would have had no problem to comply (the new insulation company we hired certainly had no problem at all complying), but Mike had a problem with it. All of the sudden, he can make no promises and can no longer perform the work. Mike also refused to provide any further assistance or resolutions to our complaints from this point on.
Furthermore, looking back at our home security footage, the time stamp shows the crew arrived at our home at 8:21 am, but did not start carrying tools into the house until 8:46 am and left our house by 9:04 am. In our opinion and the opinions of other professionals, this short of a time is simply not sufficient to properly inspect a job site nor to complete satisfactory insulation work.
Cosy Insulation caused us a significant amount stress and unnecessary financial obligations, as well as greatly inconvenienced our buyer. While we are very disappointed with how they handled our insulation work, we are more disturbed by how we were treated when we voiced our concerns in regards to the deficiency in their work.
If you have had your work done by Cosy before, we recommend you to double check the work that was completed. If you are having Cosy coming this weekend to work on your insulation, I hope you’d watch them like a hawk so that they would actually perform. Finally, if you are about to hire them, DON’T! If you must, make sure you have everything in writing, so that you won’t have to go through what we just went through with them.