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:10/02/2025

  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.

  OReilly Brothers Limited (the firm) were hired to upgrade the insulation in two separate attics in our home as part of the climate change upgrade program. Our house is a backsplit design so there are two separate attics. This involved removing insulation and debris blocking existing soffits and then blowing in additional insulation to bring the attics to R-50. This work was completed in the fall of 2024.After the work was completed, large cracks were discovered in the upstairs bedroom in the ceiling stipple. These were caused by the work undertaken above the ceiling in the attic by OReilly Brothers Limited. We reported the problem to the firm, and they immediately sent over a third-party contractor (*********************) that work for them to repair this kind of damage. Nuvantage Renovations assessed the damage and advised that the ceiling was compromised by the damage incurred during the retro insulation project. Evidently, OReilly Brothers did not like what they heard from their contractor Nuvantage Renovations as they were removed from any further discussions. OReilly Brothers Limited sent one of their employees over. ***** wrote back to us and said the damage was all the fault of the house and they had no liability to us. See the attached full note. The firm is demanding we pay a bill of $5,401.00 less a small discount but it will take $12,000 plus dollars to fix the ceilings.

  Customer Answer

  Date: 16/05/2025

  Hello,

  I have heard nothing back from the company OReilly Brothers.

  Sincerely,

  ****** ***

  

  Business Response

  Date: 22/05/2025

  We have made several good faith attempts to address *************** concerns. Unfortunately, he has not been cooperative or interested in resolving the matter amicably.

   

  To date, OReilly Brothers has completed three follow-up site visits to assess Mr. **** concerns. While we found no evidence that our attic insulation work caused damaged, we offered to patch any minor ceiling cracks as a gesture of goodwill. Mr. *** declined these offers and has instead demanded full-home renovations totaling over $60,000 work that is unrelated to our $4000 insulation project and clearly outside the scope of what our company performed.

   

  Despite multiple phone calls and follow-up emails, Mr. *** has shown little interest in practical resolution. He has not paid for the original work completed and appears more focused on escalating the situation than addressing any legitimate deficiencies.

   

  We remain open to working with Mr. *** in good faith to resolve any reasonable concerns. If theres anything further I can provide to assist your review, please let me know.

   

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

  President | OReilly Brothers ***

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

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

  Customer Answer

  Date: 28/05/2025

  Complaint: 22920754
  
  I am rejecting this response because: they have not addressed the core issue: repairing the ceilings under our upper level attic from the damage they created while working in that attic. Their own third party contractor, that they sent over said the only way to repair it properly is to remove all stipple. Their own employee stated that any attempt to repair just the large cracks would leave stipple that did not match existing stipple (old and new mixed would look terrible). Their last minute response to the BBB, seems to be one of an attempt at diversion rather than dealing with their error. The owner talked to us in February, said he would get right back to us but never did. We have attached a response. Our request to them has been very straight forward - fix our ceilings properly. They can repair the damage or we can come to a monetary settlement.
  
  
  
  Sincerely,
  
  ****** ***

  

  Business Response

  Date: 02/06/2025

  Dear BBB Representative and *** ***, 

  ******** Brothers completed the contracted attic-insulation scope on Dec 2024 and $4861.26 remains 6+ months past due. After work was finished, the customer reported cracks in the original 60 year old plaster ceiling and is demanding full ceiling replacement. No *** disclosure from customer. The presence of asbestos-containing-material was not disclosed prior to doing the job. Our crew followed standard installation procedures, no structural intrusion into the ceiling occurred. We remain willing to close this matter promptly in one of the two ways:

  1. Payment and closure. Customer remits full outstanding balance within 10 business days. In appreciation of prompt resolution, OBL will waive the late payment interest. 

  2. Customer engages a qualified third party building inspector. If the inspector written report concludes our work directly caused new damage beyond normal age-related cracking, we will discuss an appropriate remedy in line with our workmanship warranty. If no such causation is found, we expect the invoice to be paid within 5 business days with interest. 

   

  We believe these option are fair and provide an objective forward. We look forward to the customers reply and thank the ******************** for facilitating resolution. 

  ******* Crepeau 

• Initial Complaint

  Date:18/11/2024

  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.

  In 2021, ******** Brothers installed spray foam insulation in our attic, when the roof shingles and windows were being replaced. Since the work was completed, we have encountered moisture issues in our attic and mansard roof walls that did not exist before. Multiple assessments have confirmed that blocked soffit venting due to the spray foam application is the primary cause. Our window installer's most recent assessment was on September 30, 2024, when a window expert with roofing experience noted issues including a soft spot on the roof, rusted nails, and blocked soffits causing venting problems. It was indicated that these issues are not typical for a new roof. This expert reviewed the full scope of work completed and suggested that we verify our soffit vents are still working as it may be possible that the foam was blocking the fresh air intake creating moisture in the walls and attic.The original quote specified that the foam would be tapered up to 6 inches to allow proper airflow from the soffits. However, current conditions show the soffit venting is blocked, causing extensive moisture retention and damage. Documentation, including photos, and a detailed timeline of the issues, has been provided to ******** Brothers to illustrate these concerns. However, ******** has been focused on trying to identify other causes.******** continues to attribute moisture issues to other causes (despite not following the quoted solution, blocking soffit venting, and violating best practices). Proper attic ventilation is fundamental, and their approach conflicts with industry standards outlined by the ************************* guidelines (attached). We are seeking cost-sharing or compensation for correcting this work, which involves restoring the venting as originally expected to prevent further damage. Our preference is to resolve this matter collaboratively. We do not want to have to retain a lawyer and pay for the engineering report.

  

  Business Response

  Date: 20/11/2024

  Dear *******/*********,
  
  Thank you for sharing your concerns in detail. We understand how frustrating this situation has been and appreciate the effort youve put into outlining the issues.
  
  We would like to clarify the scope and execution of our work while addressing your concerns:
  1. Project Scope in 2021:
  i. In 2021, we were contracted by you to apply spray foam insulation to the perimeter of your roof while the roof sheathing was removed. ********* Roofing removed the insulation, and we applied spray foam directly onto the drywall and top plate. At the time, there were no soffit venting or intake ventilation connections at the top plate/roof truss junction, which is typical for homes of this era.
  ii. Even if such connections had been present, it would have been highly unlikely for us to block them with spray foam applied from above. It is almost impossible to completely fill a cavity flush to the top using spray foam, even if that were intentional.
  iii. The addition of two 301 Maxi vents, installed during the roofing project, introduced a new dynamic to the attics ventilation system. These vents are designed to expel air but do not provide intake ventilation, which is essential for a balanced system.
  iv.The mansard walls were not included in our scope of work, and as far as we know, they were not opened during the 2021 project.
  2. Current Issues Reported:
  i. We understand your concerns regarding condensation, moisture issues, and blocked venting. However, we must emphasize that the absence of soffit venting predated our work.
  ii. The Maxi vents installed as part of the project exacerbate the ventilation imbalance by pulling excessive air without a proper intake source, creating a vacuum effect that can lead to moisture problems.
  iii. Additional factors, such as significant air leakage from the living space and insufficient insulation in areas outside our scope of work, also contribute to the overall challenges in your attic.
  3. Proposed Solutions:
  In response to your concerns, we have proposed two solutions to address the current issues:
  i. Unvented (Hot Roof) Assembly: This approach would involve fully encapsulating the attic in spray foam insulation to create a sealed, unvented roof assembly. This would eliminate the need for ventilation entirely.
  ii. Improving Air Sealing and Insulation: This approach would focus on addressing air leakage and upgrading the insulation in your attic to R-60. However, even with these improvements, additional intake ventilation may still be required for a balanced system.
  Should you choose to proceed with one of these solutions, we are willing to carry out the work under a new contract, with payment terms agreed upon in advance.
  4. Limitations of Our Role:
  We must emphasize that we are insulation contractors, not building engineers. While we can implement insulation and air-sealing solutions based on our expertise, we cannot design or validate a complete roof system. We recommend consulting a building envelope specialist or engineer to evaluate your attic system holistically and confirm the most appropriate course of action for your home.
  5. Our Position:
  We firmly believe that the work we performed in 2021 was completed as agreed and adhered to industry best practices. The issues you are experiencing are due to factors beyond our scope of work, including the lack of existing soffit venting, the introduction of unbalanced exhaust ventilation via Maxi vents, and other elements of the attic system that were not addressed as part of our engagement.
  
  In light of the above, we would appreciate it if you could consider removing the Better Business Bureau (BBB) complaint, as we believe we have fulfilled our contractual obligations and did not block your soffits during the project.
  
  We are willing to carry out additional work as described above, should you choose to move forward. However, we encourage you to first consult a building envelope specialist to ensure your roof system design is appropriate for your home and long-term goals. Please feel free to contact us to discuss these solutions further.
  
  Sincerely,
  
  ***** *******-******
  Project Manager | OReilly Brothers ***
  ************
  ****************************************************
  

  Customer Answer

  Date: 26/11/2024

  Complaint: 22574125
  
  I am rejecting this response because:
  
  It is not best practice to block attic airflow. 
  

  According to the ************************* Guidelines (already included as part of this complaint), blocking ventilation openings for attic and roof spaces is not considered best practice, as proper airflow is essential for controlling condensation and moisture buildup. Most codes and guidelines for homes specify ventilation openings. 

  As such, we will not be withdrawing this complaint. 

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

  Customer Answer

  Date: 09/12/2024

  We have an engineer writing a work order to fix the issues that this business caused. Is it still an option for ********** to perform work for us as previously stated?

  

  Business Response

  Date: 12/12/2024

  Dear ********* and *******,
  Thank you for your continued communication regarding the issues in your attic.
  I would like to reaffirm that we did not block your soffit vents during our installation in 2021. Our installation focused solely on applying high-performance spray foam insulation in areas that were difficult to access, and at the time, we noted that the soffits were not open.
  It's important to highlight that we did not design this roof assembly or remove any existing insulation.Our work adhered to industry best practices aimed at enhancing insulation performance.
  I kindly request that you reevaluate your position, as our responsibility was limited to the scope of work we performed. As such, we believe your rejection of our response is not warranted.
  Please feel free to reach out if you would like to discuss this further.
  
  ***** *******-******
  Project Manager | OReilly Brothers ***
  ************
  ****************************************************