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:05/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Amount paid: $6100. Nature of Dispute: On 23 Jan 2024 (*****************************) of *** Insulation provided service to my resident. The company damage my property (ruined the Stained Pavers) with the product that they used. ****************** ask me can he return to try to fix the issues, I allowed him to do so, but he made the issue worst. I suggested that I contact the company that initially stained my pavers who are the expert to see if they can bring them back to its stained sealed state before ****************** damage them. I then contacted *************************** and both gentlemen spoke on the phone and ******************* stated he needs a quote before any work will be done. ****************** also said that he can send someone out as well, but no one showed on his part. ************ proceeded to find different chemicals that will rectify the problem, but it took time and I let ****************** what ************* said, if he cannot find the right product then the pavers will need to be replaced and stained, but I will let him know one way or another what ************ comes up with. During this entire process ************ was coming to my home testing different products and finally in May ********************************************* with the quote of ******* on 6 May 2024. I forward to ****************** and he stated that they will only pay $400 for pressure washing clean and strip the affected pavers, but will not pay to resealed with the semi gloss solution. This company damage my property and it is unacceptable of what they offered to pay. I expect if someone comes in your home to do job that they should leave the property the way they found it. I am a veteran and I am fighting a company should want to honor and make me whole again and pay the full amount of $******* for what is due to me. I did not cause the damage ****************** and his team did. For the record I paid to get my pavers stain on 1 Dec 2023 and ****************** destroyed them on 23 Jan 2024 a little over a month. Some pictures are attached.

  

  Business Response

  Date: 05/23/2024

  We offered to pay for the Pressure washing clean & strip the affected areas for $399. When reached out to Mr. ******* we were advised that semigloss sealer for $999 was for the whole back patio area and not just for the effected area. Please see the following attachments email correspondence and invoice.

   

  Thank you 

  Andrea 

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21685514
  
  I am rejecting this response because:

  ************ the person who did my pavers explain to ****************** why he was charging the amount.  I attached the text message that I received from ************ that he explain to ****************** the reason why.  Mr.  **** also told me this as well so I am quoting what he said in the text.

  The estimate I sent is to fix the damages areas besides to reseal the whole section patio area because its like paint or repaint a surface 
  We have to repaint the whole area looking Matching again once dries & looks like it was before the incident
  
  If we focus just on the damages areas once got dries will not match the finish coat with the original job 
  
  If you have any questions or suggestions further just let me know
  
  407 services Corp 
  ************************;

  In laymans terms it will look like a patchwork quilt and not look like it was before the company damaged it.   Which is unacceptable.  
  Sincerely,
  
  Chavella Keokuk

  

  Business Response

  Date: 06/25/2024

  Hi, we will cover the following portion of the quote: 
  
  
  Pressure washing clean & strip the affected areas...$400.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21685514
  
  I am rejecting this response because: Before USA Insulation came to my home and my pavers did not have any stains, they were sealed with a beautiful shine to them prior to them performing tasks.  Noted that Mr. ****** from *** Insulation returned to attempted to clean the pavers but he did not have the right cleaning solution or technical knowledge of the process and caused more damaged to the pavers.   After attempt to clean the paver Mr. * spoke with the professional paver company who original sealed my pavers and requested an estimate.  I do not feel that I should come out of my pocket for something that I did not damage.  I want to be made whole in the amount of the estimate of $1398 that was given.  Please note 80% of the pavers in the back yard and lanai were damaged.  I want to let him know as well the estimate did not cover the pavers that he damage on the front porch of the house.  At  time I have an outdoor rug covering the front and if I remove the rug you will see the same issue, I thought I was being kind not to include the front porch damages.  I have submitted what was ask of me and I wish to be made whole and have USA Insulation honor the entire estimate.  Thank you and have a blessed day.
  
  Sincerely,
  
  Chavella Keokuk

  

  Business Response

  Date: 07/08/2024

  Hi Mrs ********, 

  I would like to help you, I noticed that you advised that 80% of your pavors were damaged but when I look at the images and our images It looks like a small area. Would I be able to come out to look at this area? Please advise me on dates that work. 

   

  Thank you,

   

  Andrea 

  Customer Answer

  Date: 07/08/2024

  I could not send all images of the damage pavers, because I have to move furniture which is hard for me to do.  Although USA Insulation has seen the damage pavers and if they are willing to move the furniture to see the entire damage area  I will give them the opportunity to look at them again.  I will be available on 19 Jul @ 1100 or they can call to schedule a different date and time that can work for both of us.

   

  Sincerely,

   

  Ms. Chavella
  Complaint: 21685514
  
  I am rejecting this response because:
  
  Sincerely,
  
  Chavella Keokuk

  

  Business Response

  Date: 08/20/2024

  We have spoken with customer and will be taken care of this matter 

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, per discussion with the business they decide to have Mr. * to repair the damages in its entirety and it will be paid by USA Insulation and not by me.  
  

  I am satisfied with that decision.

  
  Sincerely,
  
  Chavella Keokuk