Complaints

This profile includes complaints for Banker Insulation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Banker Insulation

  111 S. 56th Street Chandler, AZ 85226-3308

• 

  Banker Insulation

  1750 Rutledge Dr Snowflake, AZ 85937

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:02/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 Dec. 7, I received an estimate from Banker Insulation to remove and replace attic insulation. On Dec. 15, I paid a deposit of 60% ($2,120.80). The Banker Insulation workers came Dec. 19 and removed the attic insulation. On Dec. 21, ****************** was scheduled to re-cover the existing ducts in the attic prior to new insulation being installed. I received a call from Green ******* letting me know they were unable to do the work as the ducts had been demolished. Green ******* provided photographs of the damage. I called Banker Insulation's ****** office and said I had a complaint, and they transferred me to the corporate office. I spoke to *********************, Chief Administrative Officer. He requested before/after photos of the attic, which I had from a biohazard cleaning company and pest removal company that were in the attic before Banker Insulation, as well as photos from Green *******. *** said Banker "wanted to make things right." I did not hear anything else through the holidays. I emailed *** on Jan. 4 and got an out-of-office reply. I emailed him Jan. 15 and requested $3,000 to cover the cost of replacing the ducts. He responded Feb. 5 and asked for the estimate and the final invoice from Green *******, which I supplied. On Feb. 7, *** offered me a refund of my deposit to resolve the issue. I declined and said I expected Banker to also pay for the $3,000 in damage they caused. I emailed Feb. 13 and Feb. 17 with no response. He responded Feb. 19 and said he was talking to Green ******* and requested a list of other contractors who were at the house, which I provided. I reached out Feb. 23 with no response. On Feb. 26, *** offered a return of the deposit while he "try and sort the rest out" and $1,000 to resolve the issue. I declined the $1,000 resolution, as I believe Banker should pay the full $3,000 in damages they caused. They refunded my deposit Feb. 27. Banker also harassed Green ******* by calling 20+ times and keeping them on the phone for hours.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 04/27/2023 White Mountain Insulation DA Banker Insulation was hired to complete the spray foam at my property located at **********************************************************. On 05/`19/2023 work began and was completed by 05/21/2023. After work was completed the company left an entire carport of garbage for me to dispose of and spray foam was everywhere; on windows, air handler, light fixtures and all over the subfloor. I had contacted the company to come and clean up, but wash given the run-around and told that because their main truck was broke down they had to sub out to another company that drove up from ******* to complete the work. Then on or around 06/09/2023 Our garage door company came to install out automatic garage door in the detached garage and found that the electrical feed coming from the main panel to the garage was sliced and needed repaired in addition to the bell wires for the garage door opener to seniors. This was $468.00 cost to repair. I was instructed by ** at White Mountain to have my workers make repairs and send her the invoice to deduct from the final bal I owed their company. On or around 06/27/2023 APS found that the main electrical run at panel was sliced and needed completely rewired. This caused multiple areas of the house needing to be re-drywalled. I contacted *****************, *************************** and ***************** regarding this and was told to send them the invoice. We were on a time crunch to get our property done due to a stage 4 cancer diagnosis so I didn't think twice about having things repairs and sending the invoice to White Mountain as directed. On or around 10/19/2023 ********************* reached out claiming these conversations never happened and that we owed their company $5,300.00 in addition to the $5,320.000 I already paid in unpaid invoices. To date the company has refused to address, correct or resolve the damages they caused to my property. The total invoice was $10,641.00, paid $5,320.20 and My documented damages are $12,468.00 to date.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 November I went online to look for brown gutters to replace my green gutters to go with my new roof. White Mountain Insulation's website gave estimates for gutters. I filled in brown continuous aluminum gutters. A man came to my house as I was leaving for an appointment and said that he was going to measure my gutters. Then I received a proposal from White Mountain Insulation for $2,345.86 which guaranteed, "All work to be completed in a workmanlike manner according to standard practices."I was expecting the new gutters to be the same size as my original gutters. I was surprised when huge gutters with big metal hangers and backets were installed on my house. The gutters dipped toward the ground and exposed the light interiors. A man named **** said that there was an issue with the drip edges and the gutters had to hang toward the ground. I'm a 76-year-old-widow that had never heard of a drip edge before. **** tried to blame the roofer. In reality the commercial style gutters were too large for the drip edges as my existing gutters were the standard size used on residential homes as were the drip edges. My house has half-log siding and wood facias. The large gutters were a disaster with issues that caused damage to my house. Finally on April 4th, 2023, ******************* the project manager for White Mountain Insulation came to my house and observed the issues and damage. He agreed to have the gutters removed and reimburse me the $2,345,86 that I had paid for the gutters. I have uploaded a document that lists the issues disgust and the damages viewed. Please read it.**** returned to my house the morning of May 18th and removed a couple of downspouts. He told me that the $2,345,86 would be refunded on the credit card that I used to pay for the gutters the following day, May 19th. The rest of the gutters were removed that day, May 18th. The $2,345,86 was never refunded.

  Business Response

  Date: 11/06/2023

  We worked tirelessly to respond to this customer's complaints, including removing the gutters altogether at our own expense (which we did) and offer to refund her $500.  We fully warrant our products and services in terms of materials and workmanship.  We do not, however, offer any form of "money back guarantee" due to the nature of the products (custom-cut & installed gutters).  Customer was unhappy with the aesthetics of the product, the color and finish having been selected by the customer in advance.

  In the process of working on an agreeable solution with the customer, the customer became verbally abusive and the decision was made to rescind the $500 refund offer and discontinue further contact with the customer.

  Customer Answer

  Date: 11/13/2023

  My valid complaint is that White Mountain Insulation, without my approval or knowledge, installed large commercial gutters on my house which caused damage.  It has nothing to do with aesthetics.  ******************* saw first hand the issues with the large commercial gutters and the damage they had done to my house. (A list of these issues was uploaded on my complaint).   **** had the authority to agree to remove the gutters and refund the $2,345.86 which I paid for the gutters.  The settlement for my complaint is that I receive the $2,345.86 that I was promised.   
  
  The attempts to repair the issues were absolutely pathetic:
  
  1.   For the damage that was done between the garage and the front deck of my house, two men arrived unannounced one morning with nothing but hammers.  I submitted a photo of this area with my complaint.  Please note that the oversized gutter came down below the fascia hitting on the half-log siding leaving a space for water to flow through.  Also, the gutter was too short leaving another area for water to flow down and do damage.  When I heard the pounding at the front of my house, I went out to find the two men hammering the gutter up against the wood fascia.  All this hammering would do nothing except damage the wood fascia.  I politely asked the two young men to just let it go.  I didn't even mention to them that they were damaging the wood fascia. 
  
  2.  On the front east corner of the house, the larger downspout was forced into the much smaller original exit connection.  This made the interior of the connection too small to effectively handle the flow of the water.  It also made the downspout too short and forced the gutter to twist downward.  During major rain storms water flowed over the top of the twisted gutter delivering huge amounts of water directly in front of the house.  This wasn't about aesthetics, but on March 30th, the day that I made the arrangement with ******************* to meet me on April 4th, someone came out unannounced and painted the light metal interior a dark brown.  How silly was this!
     
  3.  The worst "repair" was when in order to straighten the large commercial gutters which tilted down toward the ground, they chose to cut the drip edges over the large metal hangers.  This left  areas where water was allowed to flow behind the gutters and get trapped which would cause wood rot.  This was really dumb!
  
  4.  As a general rule, downspouts on homes stop about nine inches above the ground and then come down at an angle so that extensions can be placed on them to carry the water away from the house.  The downspouts installed by White Mountain Insulation on the west and back of my house came straight down flush with the earth so that no extensions could be placed on them, and water from the roof flowed right at the base of the downspouts by the house.  I fixed this myself!  I dug trenches under the downspouts and away from the house.  I then placed accordion style extensions in the trenches to get the water away from my house.   
  
  None of the above mentioned repairs were made in a timely manner.  ******************* was made aware of the issues, but White Mountain Insulation was doing a large project with the Fairfield Marriott in ********.  **** was having an issue with getting the necessary manpower from the main office in ******** for the *********************** told me that as soon as he got the help he needed my issues would be handled to my satisfaction.  I was patient. 
  
  I would like to mention the rather unusual conversation that I had with ********************* on June 9th that went exactly like this:
  
  The first thing I asked was if ******************* had the authority to make the decision to refund the amount that I had paid for the gutters and *** said yes.  I then tried to explain the issues with the gutters that **** had observed.  *** quickly broke in and said that I had spent enough time.  He asked me what size my original gutters were.  I told him I wasn't sure.  He then went on and on and berated my house saying that four inch gutters are put on to save the contractor money.  (I was later able to find out that the original gutters were the standard five inch).  *** continued asking questions like how many houses the contractor of my house had built in *******, etc.
  
  Then I asked *** if the check for my full refund had been cancelled.  He became irate and asked who told me that the check had been cancelled.  I told him that ******************* told me it was.  He shouted "I'm going to fire ****!"  I said that I didn't want anyone fired.  *** then said that "We're a family owned business, and don't tolerate any dishonesty!"  I ended the conversation as quickly and cautiously as possible. 
  
  The check that I was actually referring to was a check that I was told by ******* had been issued for the refund on Saturday May 20th instead of putting the $2,345.86 back on my credit card. 
  When I talked to **** later, he said that the refund check was mailed on Wednesday, May 24th.  When the check didn't arrive, I was concerned that it might have been delivered to an incorrect address and gotten into someone else's hands.  I suggested to **** that he stop payment on the check and issue me a new check, which **** said that he did. I went from May 24th to June 6th checking my mailbox everyday for my $2,345.86 dollar check.  I was totally blindsided when ********************* sent a $500.00 check which he said was in full satisfaction of the issues therein.

   

  
  At no point did I ever swear at or use any type of profanity or threaten anyone at White Mountain Insulation or Bankers Insulation.
  
  The only people that I have ever talked to at White Mountain Insulation are *******************, *************************** and twice to ****.  I liked and trusted *******************, and ******* was always professional.  **** was the one that was in charge of installing the oversized gutters on my house.  When I arrived home from walking my dog and observed the large gutters which tipped toward the ground and showed the light metal interior and huge metal hangers, I told **** that they looked terrible - which they did.  I didn't yell or scream or anything.  I certainly didn't "Verbally Accost" him.
  
  The only people that I have ever talked to at Bankers Insulation in ******** were a very friendly and helpful lady named ***** and once I talked to *********************.  The conversation with *** on June 9th went exactly like this:
  
  The first thing I asked was if ******************* had the authority to make the decision to refund the amount that I had paid for the gutters and *** said yes.  I then tried to explain the issues with the gutters that **** had observed.  *** quickly broke in and said that I had spent enough time.  He asked me what size my original gutters were.  I told him I wasn't sure.  He then went on and on and berated my house saying that four inch gutters are put on to save the contractor money.  (I was later able to find out that the original gutters were the standard five inch).  *** continued asking questions like how many houses the contractor of my house had built in *******, etc.
  
  Then I asked *** if the check for my full refund had been cancelled.  He became irate and asked who told me that the check had been cancelled.  I told him that ******************* told me it was.  He shouted "I'm going to fire ****!"  I said that I didn't want anyone fired.  *** then said that "We're a family owned business, and don't tolerate any dishonesty!"  I ended the conversation as quickly and cautiously as possible.
  
  The check that I was actually referring to was a check that I was told by ******* had been issued for the refund on Saturday May 20th instead of putting the $2,345.86 back on my credit card.
  When I talked to **** later, he said that the refund check was mailed on Wednesday, May 24th.  When the check didn't arrive and didn't, I was concerned that it might have been delivered to an incorrect address and gotten into someone else's hands.  I suggested to **** that he stop payment on the check and issue me a new check, which **** said that he did. I went from May 24th to June 6th checking my mailbox everyday for my $2,345.86 dollar check.  I was totally blindsided when ********************* sent a $500.00 check which he said was in full satisfaction of the issues therein.