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:01/16/2025

  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.

  On Sept. 17, 2024, *** Insulation came to my home address. They removed basement ceiling insulation and installed foam insulation in the sill joists/perimeter of the basement. The method of insulation changed from the quoted work. The quote was that the foam would be applied from a truck carrying the material. I was informed the morning of the installation that the truck was unavailable and the 2 workers would bring a hand carried mixture that would be the equivalent. I was asked if this was acceptable and I said "you know your product. If you are certain the foam would be applied as evenly with the hand mixed cans, you know your product and I have to take your word for it." He assured me I'd be just as satisfied. The foam was applied unevenly. The workers refused to use a ladder and stood at the foundation floor level and sprayed up to the sill joists. The resulting application is very uneven. They were to spray 3" of foam and it varies from 5" to barely covering. And wires and pipes are covered with excess foam. I've called USA insulation multiple times and requested someone from the company to come see the application. In spite of saying "someone will get back to me, no one has called me back." I would like them to offer to apply some additional foam to places where it is uneven and where gaps exist. Yes, they overall applied more foam than required. But I'm concerned about the spots that are uneven, varying vertically from 4" to 2", and spots that are barely covered.

  

  Business Response

  Date: 01/16/2025

  Dear ***,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration caused by the uneven foam application and our lack of follow-up. We strive to deliver quality service, and we regret that your experience fell short of our standards.
  Our manager will be reaching out to you directly to discuss your concerns and work toward a resolution that meets your expectations. We appreciate your patience and the opportunity to make things right.
  Thank you for sharing your feedback, as it helps us improve. If you have any further questions, please reach out to ******* directly at ************************************** or ************

   

  Regards,

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

• Initial Complaint

  Date:05/26/2023

  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.

  Performed on 2/7/23 Hello, still wanting you to know that the job that was performed here is not acceptable. The house continues to be cold and this is an unsatisfactory rating. The second time I have notified you..Also I doubt that the insulation went up to the second floor and for that matter into the kitchen area. The cabinets are still cold when I open them, like my previous complaints! What will be done about this? EST number #*****

  

  Business Response

  Date: 07/14/2023

  Hi ******, thank you for bringing your concerns to our attention. I have reached out to you and I am looking forward to discuss what can be done to rectify the matter. Please give me a call at ###-###-#### or email at *******@usainsulation.net. 

  Customer Answer

  Date: 07/21/2023

  Hello, yesterday 7/20/23 a technician came to check on my concerns....He actually tried to persuade me to buy more foam insulation where it is cold or too hot.  He was very nice but I am sure he was being told what to do.  Why would I pay more money for something I am not satisfied with at all.  When he left nothing was resolved accept that they could put more insulation at a cost. I have original paperwork that states ALL walls to be done, cost was approx. 7 or 8 thousand and all walls were not done. 

  Thank you,

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

  

  Business Response

  Date: 08/01/2023

  ******, I reached out today and left you a voicemail to discuss your visit with my Install Manager. After reviewing your file, you did not purchase a whole-home insulation. Please give us a call back a ###-###-####. Thank you.

• Initial Complaint

  Date:04/10/2023

  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 had insulation installed. During the workers prepping my house they broke several pieces of my vinyl siding. They have come back twice with the wrong vinyl. The last time they came out they found a piece of vinyl that had a serial number which he and myself both forwarded to the office. It has been 2 months and a day since it happened and my siding is still not replaced. I am very upset. I either want my siding fixed very soon or the contract price revised!

  

  Business Response

  Date: 04/11/2023

  Hi *****, I just wanted to follow up and let you know that I left a voicemail as well as sent an email. We are looking to resolve the matter via adjusting your invoice. I look forward to speaking with you to resolve the matter. Please feel free to give me a call at ###-###-#### or *******@usainsulation.net. 

  Customer Answer

  Date: 04/11/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  Your offer of $300 is not fair considering I have to locate the vinyl that you stated you can’t locate! How can $300 pay for something that can’t be found. Plus I would have to pay someone to install it   Aren’t you insured for these things? 

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

  

  Business Response

  Date: 04/11/2023

  *****, as I understand your concern. We have been back out to your home two other times to rectify, but due to your siding being hard to find/discontinued; this has faced great difficulty in rectifying the matter. It does state in our disclosures that we are not responsible if we cannot acquire the siding. With that being said, our deduction in price is beyond competitive due to the fact that any box of replacement siding is well below the discount we are offering. Should you have any questions, please reach out at ###-###-#### or *******@usainsulation.net. 

  Customer Answer

  Date: 04/15/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: The company chose to take my vinyl siding off on a day that was windy and about -35 below 0. They should have known this could happen.  My house looks a mess now! $300 is not sufficient.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/17/2023

  Hi *****, per our contract, it is listed that these types of things may happen during install. This document was signed by a party of your home, prior to install. Terms & Conditions state: 

  During the installation process, siding and trim may be removed and access holes will be drilled in order to gain access to the
  walls. All access holes will be plugged or patched by USA Insulation, however, some materials (such siding, trim, paint, brick, shingles, etc.) that are: (i) weathered; (ii)
  old and brittle; and/or (iii) multilayered
  may be damaged during the installation process. All cost and expense concerning the repair and/or replacement of materials
  damaged during the installation process including, but not limited to, (i) the purchase, installation and/or repair of damaged materials; and/or (ii) sanding and painting
  shall be the sole responsibility of Customer. USA Insulation cannot guarantee the availability or color matching of any new and/or replacement materials. USA
  Insulation considers all interior walls and ceilings to be structurally sound and properly installed. USA Insulation also assumes that the structure is properly ventilated
  and shall not be liable for any cracking, bowing or damage to interior walls or ceilings. USA Insulation recommends that Customer complete all necessary repairs,
  including painting and/or sanding, after seven (7) days but within thirty (30) days of installation.

  Please feel free to contact me at ###-###-#### or *******@usainsulation.net if you have any questions. 

  Customer Answer

  Date: 04/20/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I don’t think that is the case when you took unnecessary risks to my home by removing siding in -35 degree weather with an extremely high wind.  That was neglect on your part.  Your responses are quite unsatisfactory! 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/17/2022

  Type:Product 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.

  1.) Company provided unprofessional workmanship during insulation installation through the exterior siding of our home. The access holes drilled through the exterior were oversized for the wooden plugs used and resulted in an inability properly plug the holes. 2.) Company installed insulation (premium foam) in wall areas already insulated with rock wool insulation. Company personnel were advised of this during sales process and again on the install date of 10/26/22. Customer was assured by contractor that existing insulation would not present any problem. Installation caused damage to interior walls which will require wall board removal and replacement.

  

  Business Response

  Date: 12/13/2022

  Attached are the hand written work order, agreement, disclosure and certificate of completion. Kevin signed all documents that are attached, the hand written work order indicates that we were contracted to install all exterior walls of the home, disclosures indicate that we are not responsible for any bowed walls, certificate of completion shows that Kevin signed off on the work completed on the day of install and the agreement also follows our disclosures as well. If you have any questions, please reach out to me at *******@USAInsulation.net OR ************ **.

• Initial Complaint

  Date:10/24/2022

  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.

  We purchased insulation for 3 interior walls of our home from USA Insulation of Litchfield NH. Their product is an injection foam insulation. They provided this service on 8/30/22. On 8/31/22 we had a terrible chemical smell in our master bathroom and our guest bedroom where the foam was injected into the walls. We called the company and they told us the smell would go away in a few days and to open the win***s. We did that. The smell did not go away. After a week we called again, this time a representative of the company came over and brought 2 industrial fans to help dry out the walls which would supposedly remove the smell. The representative said they had never seen this issue before. After 5 days of this, the smell was still there. We told them to come get the fans, and we wanted our money back. They said we had to wait 30 days for a refund. We waited 30 days, the smell was still there, and contacted them for a refund several times. On 10/13/22 a sales manager called and said they would refund our cost and remove the sheetrock and insulation. Then the general manager called on 10/14/22 and said they spoke with their attorney and that they would not provide a refund nor would they remove the sheetrock and insulation. Instead he said we needed to contact their insurance company. We contacted the insurance company, Argo Group, on 10/19/22 and they said that under no circumstances would they cover a refund, and they were going to look into what the policy actually covered. We have not heard back from them since then. The rooms still smell. The insulation was supposed to fill each wall cavity between the studs. In fact, this insulation shrinks as it cures and leaves gaps. This was not told to us at all. In fact, the sales rep made a point about how this filled the cavity better than fiberglass insulation. We believe this was totally misrepresented to us.

  

  Business Response

  Date: 01/10/2023

  *******, thank you for reaching out. I have attached a document from our insurance that this does not involve an "occurrence" or "property damage". For these reasons, the policy does not provide coverage. If you have any questions, please reach out to me at *******@USAInsulation.net or ************ **.

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  We do not accept the business's response as a resolution to my complaint because: 

  We received this same letter from their insurance company in August of 2022. This is not new news. This does nothing to change anything. This is just USA Insulation saying that they can't be bothered to do anything about this.

  We've asked USA Insulation for SDS information on the injection foam several times (9/1/22. 11/17/22, 12/7/22), we have not received any information on the SDS to date.

  Since we opened this complaint, we have completed the mitigation of removing the sheetrock and foam insulation and replacing everything. Out actual cost for the mitigation was:

  sheetrock - 60$
  paint - $55
  miscellaneous materials - $30
  labor (@$125/hr) 30 hours - $3750
  total - $3895

  We have recouped our initial cost of $2160 from our credit card company.

  We are now only asking for $3895 from USA Insulation to cover our mitigation costs.
  

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

  

  Business Response

  Date: 02/07/2023

  Please see proof of business response to Mr. *** about the request for insulation information attached. 

• Initial Complaint

  Date:10/20/2022

  Type:Sales and Advertising 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.

  They took My house apart and left. My siding is blowing around and they don’t even care the job wasn’t done but I still had to pay full cost and they want me to take another day out of work and that would be without pay. This company sucks no one should do business with them. Scam artist

  

  Business Response

  Date: 12/13/2022

  According to our records, this was rectified on 10/24/2022. I have attached the Certificate of Completion, I also followed up with ***** on 10/26 to assure her satisfaction and that the job was completed. If you have any questions, please reach out to me directly at *******@USAInsulation.net OR 603.931.1111 x4. Thank you. 

• Initial Complaint

  Date:08/26/2022

  Type:Product 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.

  I had received a quote from this business to insulate my attic and garage with 4.5 inch spray foam. I decided to move forward with the attic which was quoted as $7,236.00 and signed the contract. I had already paid a $500 deposit on 5/1/2022. The installation date was set for 8/25/2022, work order number 11940. Since I did not hear from the company I decided to call them the day before the installation. The person I spoke with said there was a problem and had the representative Chris call me back, who told me that there was a mistake in the price and that the price had now "increased from around $10,000 to $18,000" because of a mistake in their calculations. This is a classic "bait and switch" scheme. As I had been told that I wouldn't be able to stay at my home during the installation, I already made significant costs, boarding three big dogs at a kennel, and booking hotels to stay away for the weekend. I will not be able to cancel these. I want the company to refund me my $500 deposit, and the cost for dog boarding and hotels.

  

  Business Response

  Date: 09/30/2022

  ******

  Thank you for reaching out and bringing your concern to us. We appreciate that you have allowed us to since rectify the issue.  With that being said, mistakes do happen. We do not take these things lightly. We are working hard to be the best in the business. Please do not hesitate to reach out to me directly at 603.931.1111 x3 OR *******@USAInsulation.net if you need anything further. 

  Customer Answer

  Date: 10/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17770564, and find that this resolution is satisfactory to me. Company has promptly returned my deposit and resolved the issue in a courteous and business-like manner. 
  
  Sincerely,
  
  ***** ***********