Job review from Don And Linda in Santa Rosa, CA 95409 on 12/06/18

Lack of communication between sales rep and installation crew led to wrong product (20 ml liner) on site and the crew's having no knowledge about whether to encapsulate, whether to cover vents, and how to install -- they asked me how the installation was to be done and showed me their spec sheet, which provided virtually no information about the job as actually proposed and accepted and had no reference to the 10 ml product. I discovered that the 20 ml barrier was partially cut by the crew and ready to be installed totally by accident on leaving the house briefly. I obviously could have decided to say nothing and then rely upon the mutually executed proposal regarding the price (in retrospect, I don't know that the Company would even have discovered the error unless perhaps some later inventory assessment revealed it), but instead I chose to alert the Company immediately by txt and in a nearly immediate return call an agreed-upon compromise solution of approx 50% 20 ml and 50% 10 ml to be installed at the proposed and accepted price as offered by the Company was satisfactory -- and appreciated. On leaving the property, the crew said they took and promised to send complete photos, but upon inquiry to the office several days later, after receiving and paying the invoice, we were provided only "before," and Delta matting photos. Despite a second an inquiry to the office seeking "after" photos -- to which no follow up response or further explanation was received -- no photos of the finished job, which we were told by the crew were taken, were provided. We particularly wanted these "after" finished job photos to see how the installation job was actually done with the two liners including placement and joining, and to have a reliable visual "after" representation for our records of the property improvement. Particularly given the agreed-upon compromise proposed by the Company of using the two liners, and being told by the crew on their departure that complete photos were taken and would be sent, not being provided the photo record of the finished job is a significant oversight and under performance and very disappointing to us. The failure to provide "finished job" photos is especially notable given the complete "before" photo record provided by Daniel at the sales stage and the reasonably complete "matting" photos that were taken by the crew and provided, though only after we asked the office for the promised photos.

Very courteous and responsive. Prompt scheduling. Easy communication by phone and email.

Excellent presentation and explanation with recommendations, alternatives, complete photos provided of "before" conditions. Daniel was very personable, polite, knowledgeable-- excellent representative for the company. He also indicated that post-installation photos would be provided as a matter of course.

Except for the lack of the promised photos, the crew was excellent. Don't know where the responsibility lay for the substantial communications gaffe about the installation materials and method. Given the lack of a photographic record, the "4" rating presumes proper and appropriate installation using the two liner products.

Exceptional - beyond expectations.