Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Retro foam insulated our crawlspace joists. The work was completed efficiently and cleanly - we will know come winter if we have any immediate service needs. However, shortly after completing the work, we noticed plastic that was not removed from a portion of a floor joist. Its purpose is to protect the surrounding area from foam when being sprayed. In this case, a rough cut. When we removed the plastic ourselves, we noticed the foam did not bond to it. This is okay, it is what I would expect. The problem is the foam formed what looks like a wave, going from the wall to a portion of this plastic. Imagine an imperfect, letter "C" for a lack of a better explanation. This leaves enough space for me to place an object between the floor board and the foam, all the way to the back of the joist. Mistakes happen and that is not our concern. Our concern is the lack of response is the reason for our complaint. These are the facts:1) Contacted the project manager 2/28 by e-mail, no reply. Paperwork says to contact the project manager with questions.2) Contacted the project manager 3/4 by e-mail, no reply.3) 3/6 contacted office by phone, due to lack of reply by project manager and seeking a resolution.4) 3/6 forwarded pictures to office by e-mail address provided during phone call. Was informed these were forwarded to a service manager.5) 3/12 attempted to contact office by phone and left voicemail.Due to a lack of action we are filing this complaint. We would like this corrected and receive a response. Going 12 days from initial contact is unacceptable. The professional thing is to say, "hello, I am unable to assist you with this but let me get you in touch with someone who may". While happy with the initial interactions, and the install teams efforts to keep everything clean, we are deeply troubled by the lack of follow-up service.

  

  Business Response

  Date: 03/13/2025

  We are very sorry for the lapse in communication. Upon receiving this complaint, we are looking into what dropped in the communication and making a plan so that doesn't happen in the future.

  We did send a repair date and time to the Robillards on 3/12 and Mrs. ********* confirmed that evening that it works for. As this repair is scheduled for an agreeable date and their requested outcome is repair, we believe we have addressed the complaint as needed.

  Thank you again for bringing the communication issues to our attention. Resolving this will help our employees and our customers in the future.

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction : 06/9/2021 My home was insulated with too low of an R-Fractor insulation by RetroFoam of Michigan. I could use a thermostat setting of between 62 - 65 prior and now have to set my thermostat between 65 - 70 and the furnish clicks on with much more frequency than before the insulation was sprayed into the walls. In addition, there is an increased level of outside noise transference.I believe RetroForm of Michigan used an inferior product in the insulating of my home. In other words I believe that the company used an insulating product that was too low of an R Fractor rating to sufficiently correct the problem of not having enough insulation in the walls of my home. Now my home has worse insulation than before I contracted them.Since now the walls are full of inferior insulation, the company would have to tear the exterior of my home off-the wood clapboards and cover the whole surface with at least two inch width or more of foam sheeting, which than would have to be recovered with the original clapboards or quality vinyl siding.

  

  Business Response

  Date: 06/12/2024

  We understand that **************** is frustrated. This work was done in June 2021. We've heard from her many times. In keeping with our lifetime warranty (*********************************************), we have visited her home repeatedly and tried everything that we can to try to resolve her issues. We did touch up a few areas.  Multiple foremen have looked and made notes that air was felt through her windows and her front door.  **************** also told our foremen that she turns of her heat while gone for the day then turns back on when she gets home.  Insulation is a tool to help with energy efficiency but its with a whole building system. Turning the heat off makes he hVAC system work harder when it's back on.  We have offered to open up and check areas every time we have returned for an inspection and touch-up visit, but she doesn't always allow us to do that.

  Our last communication with **************** was an email we sent to her on April 7, 2024. It stated the following:

  "Hi June, this is **** at RetroFoam.  I wanted to check in with you.  Is there a certain area that you have concerns about?  I see that on our touch up on 3/11/24, our ******* noted that cold air at the time was felt blowing through your windows.  Also, a big gap around your door was noted.  If vents get closed off it will make a big difference as well.  If you do have an area of concern I can get you a touch up date set up, that is covered under your warranty.  
  Since our crew noted other possible causes, it might be helpful to call your energy provider to see if they offer a free energy audit.  
  
  Please let me know if you have any questions.
  Thank you,
  Jenn-RetroFoam"

  We haven't heard back from her until this BBB complaint was received. From our perspective, there is nothing more we can do for her unless there is a specific area she is concerned about and she allows us to inspect that area and touch up as needed.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First day of work was Aug 21, 2023, for the outside walls. I watched the crew as they completed the job. Per the contract, part of the foam insulation was not completed since the contractor claims a header board was typical for the spot thus they would not fill in the spot (Contractor did not remove siding to verify, when asked they wouldn't) -Same day the Master Bedroom had the drywall pushed out causing original nails to be pulled from the studs (Retrofoam did re-anchor the wall, first time joint compound dust got all over causing over 26 loads of laundry)- The plastic shower panel in the bathroom was warped after the install of foam. Contacted the office on Aug 24. Ka* responded and told me to text the photos of the damages to 98****5*49. She also responded to me saying that she reached out to the crew and they said there were headers above that doorway yet they never checked. After sending photos no responce back. Sept 25 Rim Joist installation, before getting to work I talked to the ****** to look at the issues I had prior since no one followed up with me from Aug 29. ****** contacted the office and told me they would follow up. Rim Joist team covered up some of my items so foam wouldn't get on them. When the crew was finished, they asked me to look over the work. I noticed foam got oversprayed from an area that wasn't supposed to be sprayed per the contract. The crew didn't have time to clean but a few items. Items were permanently stained (I did get partial replacement value of the items). Not feeling comfortable or confident with the company, I felt pressured by the office staff to schedule their repair team. Team came on a canceled day 10/16 (I had surgery on 10/13 and rescheduled to Nov.) but the team refused to r/s. The team patched holes in the porch but didn't clean up after, sanding dust got everywhere. Office said they'd send a clean-up crew but rescheduled the same guy, it still wasn't clean. I am requesting a cleanup and repair refund $1364.

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I met with *******************************, Project Manager on June 8, 2023. I explained that I was trying to find a solution to my water issues in my crawlspace. I explained that I had other companies out to look, but that so far no one could help me because my crawlspace is low. He told me that the insulation would stop the water and that they would put it on extra thick as well. So I believed him and paid $4,178.40 so they could remove my current underbelly and spray insulation. They completed the job the last week of June. On July 25th, I reached out because I noticed water was still getting into my crawlspace. On August 9th, they sent a touch up team. At that time, the guy told me my crawlspace walls were wet and that the insulation won't stick to wetness but they sprayed anyways. In addition the guy also told me that the first spray crew also noted wet walls. At this point I can't believe that they sprayed a product that won't stick and still take my money. So after some back and forth via Text with a Manager named ********, I finally requested a refund on Oct 26th. On November 10th, they responded to my request saying no refund but they will give me a $300 credit. As far as I can tell, the insulation has stuck on the walls from what I can see, unfortunately I can't get in my crawlspace as it's too tight. My issue is that I came to them with one issue, water. They sold me a product they claimed would work but didn't.