ComplaintsforGreat Northern Insulation

• Initial Complaint

  08/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2019-05-03 Great Northern Insulation blow in cellulose insulation into our attic and into flat attic space of garage to achieve R 50. We were quite happy with the process until 2 yrs or so later when we realized that we were unable to keep up with the dust we had coming into our house through the light fixtures and light sockets,and overhang and windows and doors( we didn't realize that was the problem at that time) We called them back numerous times when we realized where the dust was coming from and they would go into the attic and attempt to fix the problems, which never happened. In Feb of 2022, they told us that's all they can do for us and as they were leaving town and no longer do residential. So they left us to fen for ourselves. Since then we have hired ppl to remove the cellulose but the dust remain and we are stuck in our house with no insulation and we cant find anyone to put in batts. We are feeling abandon by them at this point. We have spent thousand of dollars now and have not resolved the problem they left us with. We paid them $1,806.87, and have paid 3 times that trying to fix this issue ourselves.

  

  Business response

  08/06/2023

  Good Afternoon Cameron & Lynda 
  We have had the chance to review your complaint. We understand your frustration. In November 2022, we had our production supervisor and representative visit your home to fix the issues. During this inspection, the rep was shown three areas of concerned that were inspected, over top the light in the living room, bathroom exhaust fan as well as in the garage.  He was able to access the attic space and upon inspection, it was discovered that another individual had conducted work in the attic after our install.  With the desire to help you, we repaired issues identified at the time, absorbing the costs associated with materials and labour required. Our rep recommended duct cleaning and furnace filter changes regularly since the dust was present in every room and not just a targeted area.  

  At the beginning of this year, you had reached out to us, asking if we could provide a quote for the removal of the insulation. At the time, we had made you aware that, As of January 2023, GNI decided to close it’s door to the branch that services your area. We understood how upsetting this was, and our customer service team was able to provide you with a list of top-rated insulation installers in the area.  We are disheartened to read that you feel “abandoned” by GNI as we took the necessary steps to try and rectify this issue with you. It’s important to us that our customers are left happy after we have worked with them, we regret to hear that you are not satisfied with the steps we took to make this right.  At this time, we don’t believe there is anything else that GNI can do for you that hasn’t already been discussed or suggested. 

  Best regards,
  ******* *****
  Customer Service Manager 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩