ComplaintsforUSA Insulation

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted them in Jan. 2023 to insulate my exterior walls. The salesperson came over and said that their premium injection foam should be able to insulate my house and lower my energy costs. They came over and insulated my house in Feb. 2023. I detected no difference whatsoever in internal temperature or any energy savings. After a month, in March 2023, I asked them to come over again to see if there was anything more that could be done. I was told the insulation "is doing its job." Unfortunately, it really does not appear to be doing its job. There is NO temperature difference or energy savings at all. It's the exact same. They literally gave me a product that does absolutely nothing. Not even a little bit. A very defective product that provides no insulation at all.

  Business response

  04/11/2023

  ***** *** *** ******** **** ** *** **********

  *** **** ******* *** ********* ** *** ********* ******** ****** ** ********

  Mr. *******, thank you for taking the time to share your experience with us. There are multiple aspects of your home that need to be considered to ensure your home is more energy efficient.

  As we discussed when the free insulation investigation was conducted, in addition to your walls, your crawlspace and attic were both in critical condition and required additional insulation as well. Compare it to a cooler. If you take the top and bottom off the cooler, the ice will melt much faster than if you had the bottom and the lid on. We recommended whole home insulation, but you opted to only have your walls insulated. Our office offered a significant discount, and to assist you further the owner himself offered to have an additional layer of insulation added to the attic completely free of charge to you.

  Please consider comparing the electricity usage from February of last year to this year to see if your usage has increased or decreased. It’s highly unlikely that by adding more insulation you are experiencing worse usage or no change at all.

  We would be happy to set up an appointment at your convenience and complete another investigation to determine how we can further assist you and ensure your entire home is properly insulated. Thank you for your positive feedback about our customer service and punctuality. Please feel free to reach out directly to us at any time so that we can help properly address your concerns.

   

  *** ******, this house was insulated with our premium injection foam in the walls and an added a fiberglass layer to the attic at no extra cost to Mr. *******. As we explained to Mr. ******* all aspects of his home that would need to be insulated are not. Our Energy Consultant recommended to insulate wall, attic, and crawlspace, but at the time due to financial concerns the customer opted only to insulate the walls. This is when we offered the added attic layer for free.

  In order to fully determine if the insulation is in fact not doing anything for the customer there would be several factors that need to be taken into consideration such as:

  • HVAC unit. Is the unit working properly
  • Weather conditions
  • Electricity Usage (kWh), has there been a change from previous years.
  • If the usage is more this time around we also need to take into consideration if there is more people living in the house or for a longer period of time. For example: if they used to work outside vs working from home.

   

  Insulation is not meant to change the temperature of a home. It is meant to maintain the temperature, that is why it is recommended to ensure the AC unit is working properly. The foam installed has an R value of 5.1 per inch.

  R-Value measures the insulating power of a material or product. The “R” stands for “resistance” and the higher the R-Value is, the more resistant the insulation product will be to heat flow, creating an effective thermal barrier.

   

  At this time there has been no additional documentation or proof from Mr. ******* to prove our insulation has been ineffective. In addition to this, as he signed in his contract “Energy  Savings  vary  depending  upon  several  factors  and  field  conditions  beyond  USA  Insulation’s  control.  Therefore,  USA  Insulation makes no representations, warranties, or assurances as to the comfort and energy saving claims associated with the products and/or services provided herein.”

   

  We would be more than happy to assist him further should he decide to contact our office. At this time we have not receive any additional communication from Mr. *******.

   

  Please don’t hesitate to reach out should any additional information be needed.

   

  Best Regards,

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  I don't see how their proposed solution would help remedy the situation. They have asked to schedule an HVAC inspection to see if mine is working properly. I am appreciative of this.

  However, again, the insulation isn’t doing its job, there’s no difference in the before and after of the insulation’s installation in terms of energy usage. If the HVAC was sub-optimal before the insulation installation, adding the insulation should have decreased energy use at least a little post-installation, even if the HVAC isn’t working at 100% efficiency, all else being equal, in this case, the HVAC. Instead, there is no difference in energy usage. All else equal, adding insulation is supposed to decrease energy usage. Everything about my home, including the HVAC is equal and the same before and after the insulation installation.

  I'm very open to being educated and finding a solution. I reached out to the owner expressing these concerns, but haven't heard anything as of yet.

  Regards,

  ****** *******

  Business response

  05/04/2023

  **** ******* ********

   

  Insulation is a thermally resistant barrier that inhibits the migration of thermal energy into and out of the house. Insulation reduces heat from entering the home in the summer and holds heat in during the winter.

   

  The resistance barrier for the specific Insulation used in his walls has a resistance rating of 5.1 per inch, which is 35% higher than any retrofit stud wall application. This is also the only insulation he could have used without having to do any drywall work, saving him money. 

   

  Mr. ******* would need to allow us to work with him. A lot can come into play, and we cannot come up with a solution for him from our office. 

  We are available to meet with Mr. ******* at his residence for a deeper investigation from May 8th through May 11th between 12:00 PM-4:00 PM. My cellphone is ************. Mr. ******* is welcome to respond to this email with his availability or contact me directly. 

  Unfortunately, I can provide you and him with all the facts via email, but until we meet at his house and look at all the aspects that come into play, we will not be able to come up with the correct solution for him.  

   

  If it is discovered that the continued discomfort Mr. ******* is experiencing is due to improper insulation, we will have this fixed immediately. If it is discovered that there is a secondary cause, we will provide a professional opinion and advise on future steps to take. 

   

  Thank you for contacting us. Look forward to hearing from you soon.

   

  Sincerely,

  ******* ********* ***** U** ********** ** ************ *** **** ** | ******** *****, ** *****   O ************ C ************ **************************** *****************

  
  

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