Complaints

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contracted USA INSULATION to remove old insulation, install baffles, and add new blow in. Which they say they did. After starting a kitchen remodel and removing a portion of the ceiling, I realized they blew over the old insulation. The price to remove old insulation was $5500. I have reached out numerous times to the business and the owner. I was told I would be out on the schedule when they hired another person. I have not heard from them since that conversation. I talked to the owners wife (contacted them at their other business they operate) she informs me they closed the business but she would talk to her husband about a solution. Its been 2 weeks and no call back. I tried calling the owners at the fresh meat market which they own only to be hung up on twice.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Contracted for insulation services on April 2. Gave a one thousand dollar down payment. Services promised for April 17. No one showed on 4/17, tried to delay one week. I insisted on the 4/18. Installer showed up but did not perform service as stipulated in the contract. May 2 contractor finally shows back up. Informs me that the call back was expected as he was short of material first time. (First time I heard this.) He has an equipment malfunction and doesn't complete the job. Rescheduled for5/13. Has not returned yet. Attempts to contact USA have been many, but they only responded (6/7) that they will let me know on Mon 6/13 or Tues 6/14. I have called and texted again but have had no response.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had *** insulation out to add insulation to our home last winter. This winter we have noticed that things really have not felt much different so with some looking we discovered a job not done. After making several calls, having a gentleman argue with us on the phone that they did what we payed for we let them know we had proof that they did not do the job. This has been going on for over a month now with the coldest part of winter and I want what I paid for. We finally had one of their inspectors come out and he agreed the job was not done correctly and he would call the owner and get us scheduled to be redone. That was 2 weeks ago. We have yet to hear from these owners to assure us things will be made right we have been scheduled twice and have gotten a call after they should have been here that they needed to reschedule. Terrible way to do business and to not even respect their customers enough to give them a call.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: Deposit refund ******* or to whom it concerns,On October 2, 2023 I signed an agreement to contract with *** Insulation (represented by *****************) about 12:30 pm. Included was a deposit of $3000.00 via a credit card number. On October 3, 2023 a call from ***** was taken to schedule an appointment for the work to be done. Later that day I called and said to hold off on the install. On October the 4th I called and explained I ran in to cash flow problems and needed to cancel the order. (assuming a refund would be credited back in short order).10/5/23, 11:57 am, spoke with ***** asking about refund, said would have ******* call.10/9/23 2:47 pm, called, got recording, no message.10/9/23 3:30 pm, left message wondering where the refund was.10/10/23 10:19 am. 10:21am, 10:22 am. Recorded message.10/11/23 12:37 pm, Spoke with *** 9 minutes of concerns, said he would relay.10/11/23 5:13 pm. *** called, 36 seconds, 10/16/23 5:17 pm. Called, spoke with *****************, expressed my concerns, said would relay to *****. 10/16/23 5:21 pm. *** called back and indicated they would get on it. I confirmed it was on a credit card.Please deposit $3000.00 back to the credit card of record.Thank you, ********* Addendum: 10/20/2023:Certified, registered, letter mailed 10/30/2023:Contacted BBB in ****** ***************, *********** 10/30/2023: Reached out to Indiana Attorney General 10/30/2023: Called ***************** to inform of actions.

  Business response

  11/10/2023

  Refund check was mailed out 10/15/2023 by mail.  Attached is a copy of the check.  

  Customer response

  11/13/2023

   I am rejecting this response because:

  I have not received the check which was mailed almost 30 days ago.  I would ask another check be issued and sent via registered mail and to have the curtesy of a phone call that it is in the mail so I can be watching out for it.

  respectfully jbm
  
  

  
  

  Business response

  11/28/2023

  I have voided the 1st check and sent a new one out with a tracking.  I have included that tracking number.  **** **** **** **** **** **** Thanks ******

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020: M arrived to give estimate. I said cabinets cold inside, M said that's sign there's no insulation. I asked if insulation would stop ice dams M said yes & if they install ************************ still had ice dams they would come back & fix. 2/5 Insulation installed. 3/25 Snow is melting on *************** still cold. M says cabinets still cold because I close the doors & heat can't get in.2021: 1/4 talked to M re: ice *********** pics. M said he'd call back. 2/2 No call. I left message. 2/17 called again. M says I need new windows & more insulation. Someone will call. 2/25 No call. I call, they'll send J out. 3/5 J said I need new windows & more insulation & someone will call. No call. I had new windows installed 2022: 2/4 windows didn't help. Called & left message 2/18 No call. I called & person says sending guy told person: I'm not home til 1:45. She made appt for 3/11 @ 2PM. 3/11 @2:36 no show. Person said will be there 3:40. 4:30 no guy. 5:00 guy calls & tells me not to call office again. 6:00 guy here 4hrs late he stopped to visit parents. guy found places low on & w/o insulation. Attic supposed to have 6" & areas have only 3". Says he's sending report to ************** will call to make appt. 3/17 No one called. I called; person made appt for April 1. Reminded: not home til 1:45. Said she'd make note. 4/1 Person called @2 said I have to change appt to April 7 @2. Reminded: not home til 1:45. 4/7 Home @1:45. Message on landline @12:41, crew says on way to my house, second message from person @12:47 asking if I'm home. I called Office & was told they were done for *********** call next day w/new appt. 7 days later no appt.I was told if I got ice dams to call & they'd fix it. They told me to get new windows. J said they would make an appt for additional insulation - they didn't. They clearly don't want or don't know how to fix the ice dam issue. I don't trust them since they shorted me on insulation the 1st time. I would like, at least a partial refund.

  Business response

  07/08/2022

  Hi *****,
  

  Thank you for reaching out to us, and we are sorry to hear that you are still experiencing issues in your home after your partial install in 2020.  As mentioned during your estimate appointment and during our service calls, the majority of the heat loss occurring in your home is happening through the roofline. 
  

  Due to the structure of your roofline, the only way to access this area was to cut into the ceiling/wall areas in the upper part of the home.  You told our energy specialist that you did not want any part of your home cut into on the inside.  We respected your decision and gave you some other options for insulating your home to assist with lessening the amount of energy you were losing.  We recommended insulating your walls on your main level and then insulating the walls around the stairs to the upper level.  We also recommended blocking off the top of the stairs with a thermal blanket since you stated that you never used the upper section of your house.  You stated you did not want to cover the top of the stairs, and ultimately decided to move forward with only insulating the walls of the lower level with injection foam (installed from the exterior of your home).  This install was completed in 2020.
  

  In the beginning of 2021, you had reached out to us with concerns for your attic and walls due to still experiencing heat loss in your home.  You ultimately agreed to let us cut into a small part of the upstairs level to access the knee walls.  We installed blown-in fiberglass insulation in those areas, but also again reminded that the real problem with the heat loss is through the roof that we still did not have permission to access and insulate.  The blown-in fiberglass insulation in the knee walls area was provided at no additional cost and the service call was also provided at no additional cost even though insulating this section was never in the original install agreement. We also used a thermal imager during this service call on your walls to ensure that all cavities were filled properly during the initial install.
  Your wall install was quoted for $5,200.  You were given 3 total discounts: $500 general discount, $200 senior discount, and a $400 military discount.  Your final balance due after discounts was $4,100.  This does not include the $1,000+of free blown-in insulation provided in the upstairs in 2021.
  

  I have attached the original install invoice showing you only contracted us to insulate the walls of the 1st story of your residence.  I have also attached your signed Final Completion Form (Walls Walk-through Installation Checklist).
  We have fully completed and verified completion of your original install agreement.  We have also gone above and beyond by providing extra products and services at no additional cost to try to improve the comfort of your home while still adhering to the restrictions you gave.  Due to this, a refund will not be issued.  If you would like your roofline to be assessed and you are comfortable with access points being cut, the ceiling being fully or partially removed in order to fully access and insulate the roofline, or other options for accessing this area, we would be more than happy to try and find a solution that works for you.  If you have any additional questions, please dont hesitate to reach out to us at ************.

   

  Customer response

  07/15/2022

   I am rejecting this response because: During the estimate appt. there was no roofline discussion the only reference to the roof was when I asked if the insulation would stop the ice dams. REPLY WAS: If you get ice dams call & we'll come fix it because we did something wrong.  In 2021 I stated I still had ice dams; I was told I needed new windows that was the extent of roofline discussions. The words "lower level" was never used. Why would I agree to insulate only half my house? It is not necessary to cut into walls to access roofline. There are 4 open doorways in knee walls giving total access to that area. I never agreed to cutting in the upstairs level as you say I did, no additional insulation was installed & no thermal image was done in 2021. In 2021 J came out & said I need new windows, insulation would be added & someone would call to schedule an appt. No one ever called & it was never done. I, however, did install new windows, but to no one's surprise it made no difference in the forming of ice dams.  In April 2022 a *** employee did thermal image of walls & showed me areas that are low in insulation or having none at all. As a result, an appointment was made to add insulation. That appt. was canceled by them because they were running late.  New appt. was made for following week. That appt. was canceled by them because they got done early, around 12:30 & since they were told numerous times I wouldn't be home before 1:45 they went back to Plymouth.  Now they can't find the time to come out.  Obviously, both were bogus appt. that they never intended to keep.  At this point I don't want *** Insulation at my house.  As stated in my initial complaint, I believe a partial refund is in order especially since your own employee found that insulation was lacking in the walls.
  
  
  

  Business response

  07/28/2022

  We are needing some more details that we are missing and that are not mentioned in your messages in order to figure out a solution.  Could you please send me an email at *********************************** so that we can set up a time for a phone call to go over all the information?  Thank you.

  Customer response

  02/28/2023

  I was asked to work directly with *** Insulation & not go thru BBB.  I agreed & started working with B.  She had been very helpful from July 2022 thru 

  January 20, 2023.  She responded to my emails & phone messages within an hour or less.  On January 20,2023 B & another person came to my house to check for cold spots in the interior walls.  Some areas where found that were cold & needed insulation.   (this is the second *** Ins. employee to find cold spots in my walls)

  B said she would email me as soon as an appointment was made to insulate those areas.  That was the last time I heard from anyone at *** Ins.

      On February 5, 2023, I sent an email to B, which also went to the general manager & M.  No one responded.   On February 16, I left phone messages for B & M.  No one responded.  I can only conclude that they have been told not to communicate with me.

      My resolution & reason for it.  I have had 4 appointments with the insulation crew over the past 3 years, after the initial installation.  I always stressed that I work so I'm not home before the appointment time so they shouldn't show up early.   On two of the appointments, they called & said they were running late & I would have to reschedule.  On both of the appointments I did reschedule & again stressed that they couldn't arrive early.  M said she would make a note of that.  However, on both of those appointments the crew would call & say they were done early & could they come early.  Since I wasn't home, they left & wouldn't return for the scheduled appointment time.  On January 20,2023, someone was scheduled to come out & check my house for cold spots.  Again, an afternoon appointment was made, but he showed up 2 hours early.  He left & nobody called or showed up for the appointment.  That's when I called B & explained the guy came early & didn't return for the scheduled appointment.  B came out with another person to do the job and consequently found cold spots in my walls.     

      Since they can't seem to get to my house on time for a scheduled appointment I believe a refund for the missing insulation would be the best solution.

     

  Thank you,

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

  Customer response

  02/28/2023

   I am rejecting this response because:
  
  

  I was asked to work directly with *** Insulation & not go thru BBB.  I agreed & started working with B.  She had been very helpful from July 2022 thru 

  January 20, 2023.  She responded to my emails & phone messages within an hour or less.  On January 20,2023 B & another person came to my house to check for cold spots in the interior walls.  Some areas where found that were cold & needed insulation.   (this is the second *** Ins. employee to find cold spots in my walls)

  B said she would email me as soon as an appointment was made to insulate those areas.  That was the last time I heard from anyone at *** Ins.

      On February 5, 2023, I sent an email to B, which also went to the general manager & M.  No one responded.   On February 16, I left phone messages for B & M.  No one responded.  I can only conclude that they have been told not to communicate with me.

      My resolution & reason for it.  I have had 4 appointments with the insulation crew over the past 3 years, after the initial installation.  I always stressed that I work so I'm not home before the appointment time so they shouldn't show up early.   On two of the appointments, they called & said they were running late & I would have to reschedule.  On both of the appointments I did reschedule & again stressed that they couldn't arrive early.  M said she would make a note of that.  However, on both of those appointments the crew would call & say they were done early & could they come early.  Since I wasn't home, they left & wouldn't return for the scheduled appointment time.  On January 20,2023, someone was scheduled to come out & check my house for cold spots.  Again, an afternoon appointment was made, but he showed up 2 hours early.  He left & nobody called or showed up for the appointment.  That's when I called B & explained the guy came early & didn't return for the scheduled appointment.  B came out with another person to do the job and consequently found cold spots in my walls.     

      Since they can't seem to get to my house on time for a scheduled appointment I believe a refund for the missing insulation would be the best solution.

     

  Thank you,

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

  
  

  Business response

  02/28/2023

  Hi *****,

  I'm taking a look at the schedule, and it looks like we originally had your final service call scheduled for yesterday, but due to the severe weather (thunder, lightning, heavy rain, and tornado warnings) our crews were unable to complete any jobs. It looks like you have been rescheduled for this Thursday, March 2nd in the afternoon. I apologize for the delay in communication, as the original person you were communicating with is not always available in the office.  If you have an immediate need or concern, it is always best to reach out to our main office directly at ************.  Thank you.

  Customer response

  02/28/2023

   I am rejecting this response because:
  

  I must be being confused with someone else. As I stated in my previous complaint, I haven't heard from anyone at *** Insulation since B was at my house and found cold spots in my walls on January 20,2023. I

  was never scheduled for a service call on February 27, 2023, and nobody ever called me to cancel the February 27 appointment if there was one. And I was rescheduled for an appointment I

  never had and no one called to tell me it was rescheduled.  On February 5, I communicated or attempted to communicate with a number of people. I emailed B, she told me previously that my emails would also go to the general manager and M, so if she wasn't in the office someone else would respond.  No one ever did.  On February 16, I called B and left a message.  I also called M and left a message at the office number ************ that was suggested I use if I had an immediate need or concern. No one returned my call. That makes 3 people who received messages from me, and no one responded, and it's been over 3 weeks.  Over the past more than 3 years I have called that number on numerous occasions and rarely do I get a return call.  

  I'm extremely tired of making appointments that no one shows up for at the scheduled time, then they are subsequently canceled by *** and then no one from *** responds to me until I contact the BBB. As I said in my last complaint, I believe the best solution is to get a refund for the missing insulation.  I'm working on figuring out what that amount should be.  

   

   

   

  Business response

  03/03/2023

  Hi *****,

   

  We did not have you confused with another customer. Your service call was completed yesterday as the previous message explained. Please give our office a call if you have any other questions or concerns at ************. Thank you!

  Customer response

  03/04/2023

   I am rejecting this response because:

     Someone was confused because M sent me an apology email on Thursday March 2, after she spoke with B and verified that NO ONE notified me of the appointment.

      No need to reply.   We are done!
  
  

  
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2020, we contracted with *** Insulation of Northern Indiana to add insulation to our entire home. We had only wanted one room but the owner assured us that doing the entire house was the only solution and that the improvement to our heating would be remarkable. It turns out that they had a person on their crew who notoriously left jobs incomplete. This person was fired. Our house was left radically unfinished.In March 2021, after months of complaints, the owner of the business returned to our home and assured us he would make the job right. His team added insulation, including to some rooms that had been skipped entirely. He assured us that everything would now be right.When winter weather returned in December 2021, the obvious signs of unfinished insulation work appeared: cold house temperatures, drafts, and cold air pouring through electrical outlets. I contacted the owner multiple times about this continued problems. He is now ignoring or refusing to return my messages.The job we paid for in full has not been done. It has now been two years since the work was supposed to be finished, and nine months since the remediation of the incomplete work was attempted. I am no longer able to work directly with the company since the owner does not return my messages.

  Business response

  01/19/2022

   

   

  ID of ********  -  This complaint does not belong to us.  This I believe belongs to the other NW Indiana franchise.  We do not have this customer anywhere in our systems.
  

  
  

  Thank you,

  
  

  
  

   

   

   

   

   

  ********************* - Office Manager

  *** Insulation

   

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

  O **************

  F **************

  C **************

  ckolin@usainsulation.net

  www.usainsulation.net

  Customer response

  01/19/2022

  I believe that the business (*** Insulation of North Central Indiana) is located at the following address:

   

  9698 ************************

   

  Please let me know if you need anything further.

   

  *******

  Business response

  01/26/2022

  Hi *******,
  

  Thank you for reaching out to us.  We are sorry to hear that you are still experiencing some issues in your home.  We apologize for any misunderstandings or miscommunications that *** have transpired during your communications with us.  We strive to respond to all concerns within a timely manner, and we do our best to work towards solutions when an issue arises.  Our records indicate that you chose e-mail as your preferred method of communication, and we have responded to each one we received from you. 
  

  You previously notified us in 2021 that you had concerns about the cavities within your walls being properly filled due to feeling drafts from outlets, cold spots around other outlets/wall areas, and due to your furnace running longer than you expected.  Your concerns were documented on your customer profile, and our office manager and franchise owner stepped in to personally investigate the situation. 
  

  We scheduled and completed service calls on 2-9-2021, 2-12-2021, and 3-5-2021 to access the areas of interest and to make sure all available cavities were filled.  Upon completion of those service calls, you were consulted to ensure job quality, completion, and cleanup.  You have signed one work-order receipt for the original install, two certificates of completion for service calls, and one walls walk through installation checklist for after a service call.  I have attached those documents for reference.
  

  Our owner also responded to your emails to set up a time to flir the walls of your home and to discuss all your concerns in person.  He scanned and assessed your walls and completed a walk-through with you, discussing all the work that was completed and notifying you of other possible reasons for the discomforts you were experiencing.  As previously discussed, there are a few areas of your home that we were not able to access or that we were not able to install our premium foam into (example:the room above your garage was only able to have batting installed rather than injection foam due to no backing being present in that area).  We also notified you that you should have the structure of your cathedral ceilings inspected (this is not a service we offer),since those often lead to large amounts of heat loss in a home.
  

  Again, we apologize for the discomforts you are experiencing in your home.  We have addressed your concerns, provided service appointments, and conducted final inspections to ensure that we have completed the contracted job fully.  We encourage you to look into the other possible causes for heat loss that we have previously mentioned in our communications with you.
  

  We appreciate your business and feedback, as we are always striving to improve our customer service.  Please reach out to us at ************ if you have any additional questions.

  Customer response

  01/29/2022

   I am rejecting this response because:
  
  Thank you for your response to my complaint. I lodged this complaint because my first attempt to communicate with you by email in January 2022 did not receive a response. My second attempt later in the month also did not receive a response, until after I had lodged this complaint with BBB. I appreciate hearing from you now. Unfortunately, we are still at odds in regard to the work that was performed.
  
  It is true that from what I saw in February and March 2021, you sought to address the areas of our home that were issues for us after your first attempt at the work in January 2020. In truth, the areas of concern included virtually our entire house, including the room over the garage which was the primary reason we sought your services in the first place. When you finished the make-up work in March 2021, the temperatures were already averaging above freezing (see here for March 2021 weather in **********: https://www.wunderground.com/history/monthly/us/in/**********/****/date/2021-3). This means that we were already out of the coldest winter periods, which did not allow us to feel if the work you performed actually solved the issues in the house. When the cold winter weather returned by December 2021, it was immediately obvious that the problems persisted.
  
  The most obvious sign of the deficient work is the cold air that comes in through the outlets all throughout the first floor of the house, and in the room over the garage. It is clear that either the insulation was not installed sufficiently, or the insulation does not actually insulate in the manner that was promised. Moreover, there is an area of flooring in our kitchen that was supposed to be sealed with insulation through the basement, and that area of flooring is still icy cold in the winter despite your attempts to inject insulation through the basement ceiling. In this instance, like the others, either the work was not completed adequately or the product itself is deficient.
  
  The least relevant aspect of your response concerns the cathedral ceilings in the home. As noted above, the most obvious evidence of the poor quality of insulation is in the walls and outlets, not the ceiling. Furthermore, on the owners first visit to our home when I agreed to this work back in winter 2019, we explicitly discussed the ceilings. I told him we would be getting our roof done and asked if it was necessary or worth it to have the ceiling insulated at that time. His answer was, no, it really wouldnt be. It is peculiar that now you cite our cathedral ceilings as the issue. Either I was misled by the owner (****) during his consultation, or the ceilings are now being used as an excuse.
  
  I wish I did not have to continue with this complaint, but I must. We paid over $7000 for this work, and it is not what we were promised, nor is it what we paid for. The first attempt to insulate our house in January 2020 was amateurish and radically incomplete. Your second attempt at least included addressing the room over the garage, but on the whole the job was not completed to the extent promised. As mentioned above, this is either do to incomplete work or a deficient product.
  

  Business response

  02/07/2022

  Hi *******,

  We are going to create another service ticket for you.  As soon as we have a date and time that a technician is able to come out, we will reach out to you by phone to make sure that date and time will work for you.  We have had to do some rescheduling due to the weather last week, but we will get you on the schedule to flir your walls again as soon as possible.

  Please reach out to us at ************ if you have any further questions.

  Thanks!

  Customer response

  02/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This is a positive step, though it does not bring the matter to a final close. I believe our home must be inspected by a technician on a date when the temperature is cold. Part of the problem previously is likely that inspections have only taken place on days when the weather was in the 30s or warmer. The matter will be fully resolved when the insulation work is completed to a satisfactory degree, or we are refunded part of the cost of the service.

  
  

  Thank you.

  Customer response

  03/02/2022

   I am rejecting this response because: I previously lodged a complaint, with ID ********. I agreed to the resolution proposed, but the business has not followed through. They were supposed to complete and correct their work. It is important that our house be checked and remediated during cold weather, and now the coldest weather has passed for another year. Please see original complaint for further details. Since this is now over two years since the first attempt at this work was made and payment was issued to this company, the resolution I now seek is a partial refund for services. If the company is able to complete the work next winter, then we would return the refund. We paid over $7000 for this service. Due to the nature of the incomplete work or insufficient product, a $2500 refund should be issued.
  
  
  

  Business response

  03/09/2022

  Hi *******,

   

  I believe there might have been a misunderstanding due to the nature of your most recent message to us via the BBB.  We still have you on our service call list and will be sending a technician out to flir your walls and speak with you.  Also, our ability to scan your walls is not affected by the weather outside.  All of our scans are done from the inside of your home, and we will be able to the status of all your wall cavities and if there are any gaps present or not.  We will also be able to see temperature variances which will display where you are experiencing any heat loss from your home.  We still have not heard from you other than from messages on here, and we would again encourage you to reach out to us at ************ if you have any additional questions between now and your service appointment.  We will attempt to call you by Friday of this week to verify a time that will work for your service call.  If we happen to miss you, we will leave a voicemail and send you an email with the service call information.

  Thank you,

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

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

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

   

  Customer response

  03/09/2022

   I am rejecting this response because:
   With apologies, I have been waiting over two years now to have this work completed satisfactorily. I will not be able to verify that this work is done adequately now because the coldest weather has passed. I fear that I will find myself in the same position next winter, trying to get this work done correctly. I do not consider pledges to complete the work a satisfactory solution at this point.
  
  

*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. ↩