We were largely overcharged for an unauthorized and out of scope installation of insulation in our crawl space. On Wednesday, December 27, 2017, we discovered evidence of mice feces in our kitchen area. On Thursday, December 28, 2017, we contacted Home Paramount for a one-time service call to identify and treat the rodent issue. Home Paramount scheduled and arrived on Friday, December 30 to inspect our home, and provide service. Upon inspection, it was found that we had a "major infestation" of mice in our crawlspace, with damage to our insulation by the discovery of mice droppings and burrows. It was advised to us that we have the issue taken care of since mice put us at risk of disease and we had a baby on the way. The scope of work for the crawlspace stated (per the work order): "Remove wall insulation, remove pocket insulation, borate, remove/replace poly, seal foundation openings including pipes going up through floor." The work authorized by us and scheduled to begin the same day (Friday, December 29, 2017) for the scope, and continued to Saturday, December 30 to complete the insulation installation. On the morning of Saturday, December 30, I joined the service technician in the crawlspace to inspect the installation. I noticed that Home Paramount was installing insulation under our floor (in between the floor joists) and asked the Service tech why this was, as there was no insulation there previously. He stated he was following the work order and continued with his job. Our crawlspace is a conditioned so the only insulation we had was previously around the exterior inside walls / pockets. Floor insulation (insulation between the floor joists) was not previously installed and was not needed to be installed nor was it outlined in the work order. The service tech completed the work on Saturday, December 30 and left he property. Our total bill was paid in the amount of $3,528.00 by credit card for this work. Still frustrated that we had insulated logged a call with Home Paramount on January 8, 2018 at 4:15pm to inquire why the work was performed that way; Home Paramount informed me that they would reach out to the service manager, Robbie, and have him call me. Robbie called me back the following morning January 9, 2018 at 10:04am. During that call, I asked Robbie why insulation was installed between the joists as it was not there previously. Robbie justified the work performed and informed me that the insulation would help on the heating bills along with other benefits. As a point of reference, the signed work order 3062018 has no reference to insulation to be installed in between the floor joists. Robbie and I ended the call after his justification. In February of 2018, I was advised by our CPA to contact Home Paramount to receive a breakdown of materials and labor, as insulation is a deductible expense for taxes for the FY 2017. I contacted the Home Paramount customer service line on February 13, 2018 at 12:51pm and asked for a breakdown of labor and materials for our tax reporting purposes. I was advised by the Home Paramount customer service representative that the local office would need to provide that information. They passed along my contact information and I did not hear back. On February 15, at 3:59pm, I called Home Paramount to once again receive this information. The customer service representative passed me over to the local office, where I spoke with Kristen Hindman. She was able to provide me a breakdown in email of materials: $2,228 and labor: of "the rest" (referring to the difference between $2,228 and $3,529, or $1,300). On May 20, 2018, I went into the crawlspace to change our air filter on our furnace. I noticed that the insulation was falling down from the floor joists to the crawlspace floor from about 30% of the installed area. On May 21,2018 at 9:20am, I logged a call with Home Paramount for this to be inspected, as our original work was under warranty for 12 months from completion. Home Paramount came out on Tuesday, May 22, to install the work. I asked the service rep (Stephen Clark - who installed the insulation the first time) once again why the insulation was installed this way when the work order and scope did not outline this. He advised that he was just following the work order and did notice that some of the material that was used was no longer used because of quality issues. I instructed him that I wanted the insulation removed and installed in the pockets like originally scoped. He was not able to complete the job the same day and returned on May 29, 2018 to complete the work. Frustrated once again with the work, I decided to author a review and post the review on Facebook and Google on Tuesday June 12, outlining our horrendous experience that we had. Alan, the location manager that is in charge of the team that did our work, called me to which he responded that there was not anything that he could do because he thought it was a just communication error and seemingly placed blame on us for signing the papers to authorize the work. I assured him that the papers we signed did not scope insulation being installed between the floor joists and it was the portion of the payment I was disputing. No refund was offered and the call was ended. On Tuesday, June 12 around 2:30pm, Paul Hoffmann called me to inquire about my situation. Paul offered up that Home Paramount installs to code (referring to building code). I assured him that my issue was that there was nothing in the work order that outlined insulation to be installed between the floor joists other than 3 areas around pipes that went through the floor. Paul assured me he was going to look into this further, and come up with a resolution. He said he would call back in the next day or two. So far, no call back has been made.