Complaints

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• Initial Complaint

  Date:08/06/2023

  Type:Customer Service 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.

  In 2019-05-03 Great Northern Insulation blow in cellulose insulation into our attic and into flat attic space of garage to achieve R 50. We were quite happy with the process until 2 yrs or so later when we realized that we were unable to keep up with the dust we had coming into our house through the light fixtures and light sockets,and overhang and windows and doors( we didn't realize that was the problem at that time) We called them back numerous times when we realized where the dust was coming from and they would go into the attic and attempt to fix the problems, which never happened. In Feb of 2022, they told us that's all they can do for us and as they were leaving town and no longer do residential. So they left us to fen for ourselves. Since then we have hired ppl to remove the cellulose but the dust remain and we are stuck in our house with no insulation and we cant find anyone to put in batts. We are feeling abandon by them at this point. We have spent thousand of dollars now and have not resolved the problem they left us with. We paid them $1,806.87, and have paid 3 times that trying to fix this issue ourselves.

  

  Business Response

  Date: 08/06/2023

  Good Afternoon Cameron & Lynda 
  We have had the chance to review your complaint. We
  understand your frustration. In November 2022, we had our production supervisor
  and representative visit your home to fix the issues. During this inspection,
  the rep was shown three areas of concerned that were inspected, over top the
  light in the living room, bathroom exhaust fan as well as in the garage.
   He was able to access the attic space and upon
  inspection, it was discovered that another individual had conducted work in the
  attic after our install.  With the desire to help you, we repaired issues
  identified at the time, absorbing the costs associated with materials and
  labour required. Our rep recommended duct cleaning
  and furnace filter changes regularly since the dust was present in every room
  and not just a targeted area.  

  At the
  beginning of this year, you had reached out to us, asking if we could provide a
  quote for the removal of the insulation. At the time, we had made you aware
  that, As of January 2023, GNI decided to close it’s door to the branch that
  services your area. We understood how upsetting this was, and our customer
  service team was able to provide you with a list of top-rated insulation
  installers in the area.  We are disheartened to read that you feel
  “abandoned” by GNI as we took the necessary steps to try and rectify this issue
  with you. It’s important to us that our customers are left happy after we have
  worked with them, we regret to hear that you are not satisfied with the steps we took to make
  this right.  At this time, we don’t believe there is anything else that
  GNI can do for you that hasn’t already been discussed or suggested. 

  Best
  regards,
  ******* *****
  Customer
  Service Manager