ComplaintsforGreat Northern Insulation

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In Mar 2023, I contacted Great Northern Insulation (GNI) for a quote. At this time, sales rep ****************************** inspected my home by drilling 2 pilot holes in my living room. He confirmed that we were a candidate for drill-and-fill wall insulation. I was quoted $10,079.60 for the job. The quote went stale as we prioritized other renovations. In May 2024, I called GNI to refresh the quote. Sales rep *********************** came to inspect the premises and re-issued the quote on May 10 for $10,079.60.On May 22, I paid a 40% deposit ($4,031.84) via e-transfer as per GNI's instructions. On June 9, ****************** from GNI called to ask if he could view the property prior to the insulation job, which I arranged for him to do same day. *** had now inspected my property on 3 different occasions.On June 11, ***'s crew arrived as I was leaving for work. I received a call from the crew lead later that morning saying they had abandoned the job due to existing insulation found at 2 pilot hole sites at opposing ends of the house. They shared photo evidence, patched the pilot holes, and left before noon. I was told by the crew's lead person that my sales **** ******* would be in touch with me regarding my deposit. I did not hear from ****** that afternoon. When I texted ****** on June 12 to ask if I could expect a refund of my 40% deposit, he confirmed that GNI's office would be in touch. After 2 weeks passed, I called the office on June 25. They confirmed that a refund cheque had been issued. On June 28, I received a $3,184.34 refund cheque in the mail. This is $847.50 short of my deposit. I emailed GNI's customer service and *********************** that day to report the discrepancy and request that they contact me to rectify the error. Nearly a week later, I still have not received a response. Based on the quote's language, I believe the deduction applied (if intentional) is arbitrary and unlawful. No sales receipt nor explanation for a charge was ever provided, either verbally or in writing.

  

  Business response

  05/07/2024

  Morning ****,
  Thank you for bringing this matter to our attention.  I have spoken with my credit manager, who informed me that she was able to call you directly to discuss the discrepancy. Our apologies for what transpired and that we were unable to complete the work. Our credit manager informed me that we are sending you an additional refund cheque for the difference and reversing the invoice on your account.
  
  If you have any questions or concerns, please reach out to us directly ************************ or **************

  Thank you, 

  *************************;| Sales Operations Coordinator | Great Northern Insulation
  

  Customer response

  05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2023, we had someone from Great Northern Insulation (GNI) provide us a quote to spray foam the basement headers as well as our bay windows. We were told to prepare the bays by removing existing insulation so the spray foam would be up against the house to provide a thermal barrier, and that the bay enclosure would be completely filled (the difference between 4" versus completely filled was for better R value and rodent proof - so we chose the more costly option of completely fill). In October 2023, the company came to complete the job. Later in October, the window installer alerted us to inconsistent and low thickness. GNI did send someone to check, and deemed it was indeed insufficient. *** attempted to address the issue; however, we were told that one bay window in particular, that they would not be able to access the corners, and sure enough, our first cold spell, and we have a significant cold draft leaving us with severe thermal discomfort. The room below (kitchen) is now also experiencing drafts into the cupboard. We are sadly worse off now, than we were before the company did the spray foam. Asking for further "repair" from the company will not be sufficient, as we have completely lost confidence in their ability to address the situation.

  

  Business response

  15/01/2024

  Morning, 
  We had set up an appointment with the customer to come back out to her home and have a look to see where/if we could make any improvements in the comfort of her home. This occurred on January 9th with one of our production supervisors.  During this appointment, our goal was to speak with the customer and possibly resolve the issues.
  During the appointment, the following occurred;
  Review outside the bay window where the problem is.
  Speak to the siding guy and see if we can work together to accommodate and find a solution.
  Since we are getting some colder temps on Wednesday, I will be revising with a Thermal camera and digging deeper with images.
  
  I am currently waiting for an update from the branch on a resolution for the customer. 

  

  Business response

  15/01/2024

  Follow up 

  The After the first initial visit was conducted, a second visit was scheduled today (Jan 15th) Thermal Camera images were taken during the appointment. GNI will need to wait for colder weather. The team will be putting a proposal for a resolution together and will review with Branch management for approval. The production team will be in contact directly with the customer with our finding/solution. 

• Initial Complaint

  27/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a quote, signed by both the representative and myself to complete the spray insulation for our barn. Note that this includes the entire barn and does not specify a square footage. This morning after the spray foaming started, I was contacted by Rob (the representative) to tell me he had Misquoted the square footage and that they couldn't honour the contract as it would be at a lose to them. Again my contract states for items and doesn't list square footage. They are not willing to complete the work quoted at the price we have agreed. In which I paid a deposit for. To my understanding of the laws and rules that apply this is a breach of contract

  

  Business response

  12/05/2022

  Consumer Response /* (2000, 9, 2022/05/12) */ The company and I have resolved our issues and the work has now been completed to our standard following the agreed contract.

*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. ↩