ComplaintsforUSA Insulation of Akron

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* ******* ********** *** *********** Being responsible for disruption of electrical service. Repair not completed in a timely matter.Delayed in getting repairs done. Refusing to take responsibility for the problem after clearly stating in the contract the company would be responsible for any damages at the time of service

  Business response

  04/13/2023

  Tell us why here..Ms. *****s home was built in 1929. After her home was insulated, she claimed she lost power in her bathroom. After returning to her home to investigate, it was found Ms ***** had wiring ran on the outside of the house (under siding) and not in the stud cavity as electrical code dictates. It was brought to her attention that she has a pre-existing wiring issue unrelated to the insulation services performed. 
  
  
  In good faith, USA Insulation then contacted an electrician to investigate the wiring issues in depth to form a report and opinion on the issues. The electrician contacted Ms ***** to setup an appointment. After multiple calls and texts, Ms. ***** sent a text message back stating “Your services are no longer required. I have had the electric fixed”.
  
  

  Customer response

  04/19/2023

   I am rejecting this response because: USA insulation had multiple visits by outside electrical company along with employees come out to assess the situation.  They were unable to find out what happened and why my electric was off. I paid for an electrician to come out and they were able to fix the issue. I was told the electrical outage was related to the instillation of the insulation. He was able to quickly find the issue and fix it. USA Insulation took responsibility for the outage until I had a company of my choosing come out. 

   

   

  
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hire USA Insulation to insulate our home. In December on Christmas eve with the very cold snap, I had frost on the drywall inside my house. Now we have an issue. I removed the drywall to find wall cavities not filled and wall cavities missed. The foam product also was breaking down which was to last forever. I have tried to reach a resolution with this company but they keep blaming the consumer and failing to warrant their product. The person keeps saying it is my fault. I paid and hired them to do the job correctly the first time.

  Business response

  03/16/2023

  Mr. Customers home was insulated in the fall of 2021. After the install, it was brought to the attention of the residents that a material discount was being deducted from the contract as the job was not taking as much material as projected. Attached is Mr. Customers completion certificate. 
  
  
  Mr. Customer called in January 2023 that he wasn’t happy with the job. Nonetheless, we contracted a third party company to scan the home and identify any issues. In good faith, the lead crew returned February 2023 to Mr. Customers home. Mr. Customer confirmed the service call date and the game plan of work was discussed. Upon arrival, Mr. Customer would not allow any work to be done and the crew was sent home. 
  

  Customer response

  03/17/2023

  [BBB transcription via email]

   

  I am contacting you per the claim ID mentioned above against USA Insulation.

  
  

  In the claim you will see the pictures and why a claim was filed.

  
  

  I sent a response to USA through your resolution process. 

  
  

  Back at the beginning of February, I asked for an executive person to come to my home to see for themselves the issue and to come up with a resolution. Which they did not want to do but to let the technician manager make that determination which he did and I have that entire conversation recorded but **** from USA does not want to hear it. The techs stated there was definitely neglect fill and that there is a problem with the foam from the way it looked with their visual inspection of the access inspection spots I opened from them to view the product's failure. They also stated this is not a field management call but an office call with the severity of what needed to be done.

  
  

  I talked with *** ******** from the ********* BBB whom I know and she encouraged me to get in contact with the one handling the case in *****.

  
  

  The only resolution is that they are not going to drill more holes and cause weakness in the home but they cannot guarantee that all wall cavities would even be filled with this process.

  
  

  I asked if the walls have some foam in them and asked how their hoses would reach those voided areas and missed areas and how will the foam migrate to those if the foam restricts them from reaching those voids. No comment or resolution has been discussed just drill more holes. I have Hardie which is cement siding on my exterior which will take away from the structuralness of that product.

  
  

  The discussion of an interior attack was discussed with the tech that came out but this will require the removal of all drywall on the exterior walls, moving out our furniture, trim, and baseboards, and containment of work areas with negative air to keep anything from spreading throughout the home.

  
  

  We will need to reside somewhere while this process is done.

  
  

  The inferior product has to be removed from the residence as they have a lifetime warranty on the product.

  
  

  This is the correct way to ensure the product is completed and will not shrink and disintegrate like what was used the first time. 

  
  

  They we have to deal with the cost of putting back the insulation, drywall, finishing, painting, trim installed and items to be moved back in.

  
  

  So as you can see this is a very involved process besides just drilling more holes.

  
  

  If you like I would like to let you hear the conversation so you can base your findings on true facts, not hearsay.

  
  

  
  

  
  

  
  

  Business response

  03/28/2023

   

  Again, Mr. Customers home was insulated in the fall of 2021. After the install, it was brought to the attention of the residents that a material discount was being deducted from the contract as the job was not taking as much material as projected. Attached is Mr. Customers completion certificate. 
  
  
  Mr. Customer called in January 2023 that he wasn’t happy with the job. Nonetheless, we contracted a third party company to scan the home and identify any issues. In good faith, the lead crew returned February 2023 to Mr. Customers home. Mr. Customer confirmed the service call date and the game plan of work was discussed. Upon arrival, Mr. Customer would not allow any work to be done and the crew was sent home.

   

  USA Insulation has acted in good faith towards the customer, returned at his request, and were sent away (at his request). 

  Customer response

  03/28/2023

   I am rejecting this response because:
  
  For the first case when they stated the refunded because they did not use the material they suspected was not the reason for the refund it was that they had to come out multiple times instead of the one day application they said it would take to insulate our home. So the companies statement not all the material was used is right look at the poor job and the miss fill.

   

  **** and *** from USA insulation did not act in good faith and has violated the consumer sale solicitation act with the poor quality and the material breakdown. i wonder how many other customers who cannot see the insulation received the same product.

   

  Again if everyone would listen to the conversation that was recorded instead of assuming what was said this would end a lot of issues. With  what **** is saying we refused them to do work. USA Techs said this was not a field problem but an office problem that needed to be settled there but again USA insulation will not hear the recording.

   

  Their product is a lifetime warranty and they got caught with a poor product and workmanship.

   

  February 3rd I sent email asking for an EXECUTIVE of USA to come out personally to look so a solution could be made but they refused. They did ask to meet at a neutral place but that does not solve the answer.

   

  This definitely is a violation of the Consumer sales act and possibly the home solicitation act as well.

   

  So the documents attached have no bite in them as the product could not be seen until a different date after the harsh cold day in December of 2022. It was not until then and when is was uncovered we noticed the failure and poor workmanship.

   

  This has been handed over to my legal team.

   

  No thermo camera, stud position sticks were used to find where the stud were which we were told they carry them on their trucks. If this would have been used per each cavity we would not even be talking about this.

   

  USA insulation has no intentions on a solution.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2 years ago I hired this company to insulate my house. A friend took a few ‘plugs’ out of the wood to look at the insulation. There was no insulation at all in a large section of my house. Is there any way to resolve this?

  Business response

  06/27/2022

  [[BBB TRANSCRIPTION VIA VOICEMAIL 6/27/2022 AT 8:00 AM]]

  Business stated he took care of the consumer's complaint last Thursday. That all has been resolved. 

  Customer response

  06/29/2022

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 6/28/2022]]

  
  

  All good. Company corrected problem. Thank you for your help! **** **********

  Customer response

  06/29/2022

  [[BBB TRANSCRIPTION VIA ADDITIONAL EMAIL FROM THE CONSUMER]]

  Job done
  Am happy with results

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