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Business Profile

Insulation Contractors

Koala Insulation of Central CT
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BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Order 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.


    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



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

    Business Response

    Date: 07/01/2025

    We completed an insulation installation at the client's residence in September of 2024. The Energize CT program conducted an inspection of the work in February of 2025, with the client present. On February 26th, Energize CT sent a report to our company and the client asking for updates to be made to the work. We updated client on the situation and immediately appealed the inspection results. On March 25th we received the appeal update from Energize CT and reached out to the customer to schedule the follow-up work. We went back and forth with the customer many times to schedule the work. On June 12th we spoke with the customer and scheduled their job for June 23rd. On June 23rd, work was completed, inspected and approved the same day by Energize CT. Below is a timeline of the communications.

     

    March 25th: Email and voice mail left with client to schedule follow-up work, we proposed dates the following week

    March 25th: Customer responded asking for a weekend date - we responded that team members had weekends off and were not available

    April 10th: Sent email to customer asking for weekday availability over the next month

    April 10th: Customer responded that they had no availability and did not propose any alternatives

    May 19th: Customer left voicemail stating they were selling house and wanted us to come out to finish work

    June 5th & 11th: Called customer to follow-up on scheduling

    June 12th: Customer called and follow up work scheduled for June 23rd - confirmed via email from CRM system

    June 23rd: Crew completed work and it was immediately inspected and approved by Energize CT with customer onsite

Koala Insulation of Central CT is BBB Accredited.

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