ComplaintsforUSA Insulation of St. Louis

• Initial Complaint

  02/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had them come out to insulate my entire house. Their advertising claims to save 15-23% on the whole house and the attic which I did. I did not save and in fact my bills went up. I called them and they said they would come out when it was cold. When it was cold they were booked up and couldn&#**;t come out. I sent pictures of my electric bill and I called and followed that up. I talked to the person who owns the company. I paid $10,500 in cash so I would save a little bit. I have a receipt. When I called the owner he said that he couldn&#**;t control how much utilities went up. I have called the electric company they said the increase was due to the heating. I called the heating company and they came out, checked the furnace and found that it is in good working order.

  

  Business response

  02/05/2024

  *****, we are sorry to hear about the continued issues at your home. In reviewing the details about your job it appears that we made a site visit for quality concerns on 1/6. During this time, we inspected multiple areas around the house and found that foaming in the walls had been completed correctly. My team informed you that the next course of action was to return to the home with a thermal camera to inspect for additional points of energy loss. It was also discussed that we needed a big temperature differential (50 degrees between inside and outside temperature) to get a conclusive reading. We stand behind this course of action and reiterated this in our calls with you on 1/15 and 1/17. Unfortunately we have had unseasonably warm weather since then so scheduling this inspection has proven difficult. We have added you to our service call list and intend to complete the service that was agreed to as the weather cooperates. Please accept our sincerest apologies for not being able to complete this as quickly as we would like. We will be in touch regarding scheduling. 

  Customer response

  02/20/2024

  I have not heard from them.  I just want it fixed.

  Customer response

  05/10/2024

  I was told it had to be a 50 degree difference for them to come work on the walls but it has not been 50 degrees difference. I am needing them to come out and finish the job. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  USA INSULATION **** ****** ****** ******** had a sales person come out I told him my concerns house was very cold had a cold draft he assured me that if I got the insulation job it would take care of my issues problem seemed like it got worse called them they said that the foam had settled put 20 more holes in my home didn't take care of the the problem the owner told me to send gas bill from last November to this November I did that clearly he could see the bill was higher this year made up every excuse why it was still getting cold not taking responsibility that his product didn't work all I want is my house to be comfortable that's what I paid for 6,500 I WARN EVERYONE TO STAY AWAY FROM THIS COMPANY USA INSULATION **** ******* ****** ******** very arrogant and deceptive I will be taking him to small claims court and call the news room to see if they will hear my story so they won't keep doing this to hard working people

  

  Business response

  12/15/2023

  When the customer originally called about concerns, my team promptly responded. My service manager scheduled an inspection with the customer to review all concerns. During the inspection the customer's complaint was that the house felt cold. Upon review of the house, my manager noted that the walls were within criteria of the thermostats set temperature by using a laser thermometer. He also drilled several holes from the exterior of the home and found that some areas had had some settling of the product leaving an open void. Other issues noted while on site that were not part of our scope of work was that the customer had recently had attic insulation installed that was completed improperly, had the HVAC unit replaced and mentioned having concerns about its installation, and was using foil and cardboard to block the windows from drafts. We scheduled a service day that was less than a week from the inspection to correct the settling product and we agreed to correct the improper install in the attic, free of charge as a courtesy to the customer. The day of the service repair we drilled a total of 20 holes for our quality inspection. 4 small areas were observed to have minor settling and were addressed. Over the next week the customer proceeded to call and complain of his house being cold. He mentioned that one day his house was set at 75 degrees and he turned the unit off while he went to work to see what would happen. When he returned the house had dropped to 69 degrees with an outside temperature of 65 degrees for the day. The customer was informed that this is actually quite significant for his home and that it signifies good energy efficient characteristics. Additionally he was asked to send copies of his 2022 and 2023 energy usage. In reviewing his bills we observed a 36% savings on his electric but an inconclusive reading on his gas bill. We also observed, and the customer agreed, that his home performed very well during the summer months which is indicative of the product performing as expected. I asked the customer why the product would work during the summer but not the winter to which he declined to answer. After additional phone calls from the customer and complaints about being cold, I offered to use a thermal camera to scan his home and identify where his home is still having issues. This service is typically $500 and was offered free of charge. My offer was declined and the customer demanded a refund on the basis that the product isn't working. I informed the customer that based on all the information I have gathered, it appears the product is working exactly as stated. I recommended that he ave someone look at his HVAC system as the likely problem. I also recommended having his windows and doors inspected since he was knowingly having problems with those and covered them foil. Despite all this, the customer continued to demand a refund and got verbally threatening when his request was refused. He made comments about knowing where my office is and saying that this is how mother f***ers get shot. Based on these threats to my office and my employees there will be no additional attempts to service his home and the customer has been blocked from the phone system. I am confident that the installation is within our quality standards and we made multiple attempts to address his concerns. Because of the other variables present in his home it is very likely that this issue is unrelated to this company or our product. 

  Customer response

  12/15/2023

  Complaint: ********
  
  I am rejecting this response because: the product don't work the salesman came to my home I told  him my concerns my walls are very  cold he assured me that if I got insulation from his company that would solve all my issues they came back out put 20 more holes in my home still cold  it didn't work he ask for a copy of my gas bill from last November to this November I sent that to him clearly you can see that this product don't work because my usage is higher this year than last year I have never threatened anyone a day in my  life  so now he saying that it's my hvac and doors I got a brand new hvac,system and brand new doors sending receipts to support everything is new my house is very cold this product doesn't work  I ask the lead foreman how many times they have to go back out to people house and reinsulate he said more than  he wanted to admit 

  
  
  
  
  Sincerely,
  
  ****** *******

  Customer response

  12/17/2023

  He mentioned I should get my doors and hvac system check my doors and my hvac system is new My  house  temperature drops significantly  in a matter of minutes if I turn my  system off this product isn't working  the salesman check my windows, doors,and  my attic told me the problem is from the walls if I got they service it will take care of my problems it didn't take care of the problem so I'm requesting a refund!!!

   

*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. ↩