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Business Profile

Insulation Contractors

RPM @ Home Team

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for RPM @ Home Team's headquarters and its corporate-owned locations. To view all corporate locations, see

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RPM @ Home Team has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:22/11/2024

      Type:Product Issues
      Status:
      Resolved
      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 received services to add insulation to our attic. We were told that they would add baffles around the whole perimeter to ensure that the added insulation would not cover the vented overhang. This would also not only ensure the venting of fresh air is maintained it would also ensure the insulation does not get wet or trickle out to the outside of our house.We have two sections of roof, one access point is from our garage (which they only accessed). The other access point is from our bedroom closet (which was cleared out as requested). The higher back section of the roof area was accessed through a small entryway from the garage. They did not add higher baffles around the perimeter, however they did add a couple of higher baffles in a couple areas. As they did not use the bedroom access point, they did not add baffles around the access hatch. Now, when we open our closet door, the insulation falls into our bedroom closet.We have made numerous attempts to request support to correct this and even received a call asking for a ****** Review. We have emailed and left numerous messages providing details, however they have made only one attempt to contact me, however, at that time, I was entering a meeting and asked that he call back at a later time, which did not ********* husband has a respiratory condition and he has experienced additional issues which may be related to the insulation particles. I have requested the **** info on the cellulose used, they will not contact us.What recourse do we have?

      Customer Answer

      Date: 09/12/2024

      Hello, thank you for your assistance.  I believe the company's failure to respond to you says volumes on how they conduct business.  I did not receive any phone calls despite leaving more messages, until it appears that you notified them that a complaint was filed.  I kept calling and eventually someone called back.  They booked two appointments with us which they cancelled an hour or less prior to their visit.

      Eventually, after threatening a further course of action, they finally sent the same two men out to fix the job.  They did complete the job properly this time, and now we can open our closet without insulation entering our bedroom.  The job was completed on November 29, 2024.

      Thank you for your assistance.  

      **** and *** *********.

    • Initial Complaint

      Date:20/01/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Jan 07th I made a $500 deposit against the total cost of putting additional insulation in our attic.
      Jan 09th I notified RPM Home Services I wished to cancel the work order, requesting full refund of the deposit.
      Jan 09th ******** ****** confirmed cancellation of the work order & that he had passed my request along to his Reg Director for refund processing.
      Jan 13th no refund so I emailed ****** requesting refund by close of biz Jan 19th,
      Jan 13th ****** replied that refund had been issued but it could take 5 biz days to be received.
      Jan 18th I emailed to report refund yet to be received.
      Jan 18th ****** *****, *** ******** ************** called 9:17 AM to confirm he had submitted the refund request to his Ont Accounts Payable Dept and would ring me back within the hour. No such call received.
      Jan 20th Yet to receive the refund when checking my on-line ********** statement.

      Business Response

      Date: 21/01/2023

      Hello ******.  I have sent you an email directly as well but as mentioned I will respond here as well so *** is aware.  We have processed your refund and as mentioned we are sorry for the delay.  A receipt was emailed to the address you provided our team.   It was not intentional, it was an oversight and error from our team which we are sincerely sorry for.  We wish you all the best and thank you for understanding.  Take care and all the best.


      Sincerely,

       

      The RPM Team

      Customer Answer

      Date: 23/01/2023



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



      I have reviewed the response made by the business in reference to complaint ID 18867396, and find that this resolution is satisfactory to me.  RPM contacted me via email Saturday Jan 21st providing me with a snapshot of their request to ** to refund me.  *** reports refund has been applied to my **********.

       

      I wish to thank *** for their quick action to resolve my dispute.  Most impressive.



      Sincerely,



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

    RPM @ Home Team is BBB Accredited.

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