Complaints

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

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  USA Insulation

  2253 Randall Rd Carpentersville, IL 60110-3355

  
• 

  USA Insulation NW

  1944 N Griffith Blvd Ste F Griffith, IN 46319-1039

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:03/18/2025

  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.

  USA Insulation gave me an estimate on 02/13/25, they asked me to apply for a loan with **************** for the amount of $22,598.00 which was what they were going to charge for the insulation on my property. I asked the sales person what would happen if I didn't qualify for the loan- he said we can work with you, he asked me for a down payment of $1000 to start the work and the rest was if qualified for the loan but he never said what would happen and/or how the were going to work with me. **** the office manager called me and said to call **************** to raise the loan amount to $22, 598.00 I asked her again - what would happen if I did not get approve? she said 'everybody gets approve ( I was not everybody). They never told me that they were stalling time because they knew that the longer I took with **************** they were not going to return my deposit. Their excuse was that my time has passed and the contract said I had 48 hours to cancel. I told her the contract doesn't say that they would keep my deposit of $1000.00, I told her i was not let them keep my $1000 she said let me talk to my manager and I'll let you know - she did not call me, I called her a week after 03/11/25 and she said ***** the seller guy was going to call me. I spoke with ***** on 03/18 and he said he can give me a new contract, I told him no I would like to get my money back, he said to talk to **** "when **** told me to talk to *****". They've been giving me the runaround for the last 3 weeks, the cashed my check on 02/28/25 and the bank can not reverse the money and USA insulation it's playing with me by sending to ***** and ***** to ****. ***** said to call the number I saw on TV and ask for my money back.

  

  Business Response

  Date: 03/24/2025

  *****, I am writing to confirm that we have processed the refund of your $1,000 deposit, which was made in connection with the contract you signed with USA Insulation.  We understand that, despite your best efforts, you were unable to secure financing for the entire purchase and were not interested in only doing one floor of the home.

  As per our agreement, and given the circumstances, we are returning your deposit. The refund check is being mailed out today (3/24/25).  I also left you a voice mail message today with the same.

  We regret that we were unable to proceed with the sale, but we sincerely appreciate your interest. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out to us.
  

  Thank you,

• Initial Complaint

  Date:02/17/2025

  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.

  1//17/25 *** ********* from USA INSULATION came to my home in ******* to provide a quote for insulation in the walls in one of the rooms in my house he stated that there was a federal energy promotion ending on 1/20/2025 which i could get a 30% tax credit back off the $3602.00 when I file taxes in 2026. He stated that with a $1000.00 down i could pay the balance of $2602.00 threw in house financing however I wanted till it was paid in full, 1/23/25 **** from the office call to tell me the in house financing terms she said that half of the $3602.00 had to be paid which was $1801.00 and the balance of $1801.00 would be financed at 9.9% in house with a monthly payment of $158.25 and the *** ********* miss informed me i gave *** a check for $500.00 on 1/17/25 with the assumption that once i paid an additional $500.00 i would be placed on the insulation calendar, this company is very misleading. They will lie to make a sale they even had the audacity to put a sign in my front yard with out my permission it would be different if they asked me and majority of companies take something of the deal for you advertising there work this company is ********.

  

  Business Response

  Date: 02/27/2025

  We hope this letter finds you well. After careful consideration, we have decided to return your $500 deposit. We understand that the situation may not have unfolded as expected, and we sincerely apologize for any inconvenience this may have caused.  We value your trust in our company, and we want to ensure that we make things right. Your deposit will be processed and refunded to you in the same manner as it was originally paid. Your check will be going out into the mail on Friday, February 28th.
  

• Initial Complaint

  Date:01/22/2025

  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.

  I unknowingly had asbestos siding under vynl. Before informing me, they beat holes in it and subsequently blew it through my interior bathroom wall, and pushing wall in several inches. Broke vynl siding and left some reinstalled incorrectly.. said thy would fix, then decided it was on me.

  

  Business Response

  Date: 01/24/2025

  This customer is in *********   She is not our customer; we are in *********  Please remove this complaint from our BBB.

  Thank you,

• Initial Complaint

  Date:02/20/2024

  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.

  The man that came here said he would put small holes at the top of our paneling in our finished basement and we could cover it up with trim instead they put big holes in all different places on the paneling so we had to hire someone to re-panel our whole basement. On the outside of our house he said they would drill holes where they needed to and would put cedar plugs in the cedar panels and he said they would sand them down and would stain them and we would never see the where they drilled the holes. We had hire someone to sand down the cedar plugs and re-stain. I contacted him the first time and he said he would reimburse us. I tried calling him several times and he would NOT take any of my calls. I have receipts but I dont know how to upload

  

  Business Response

  Date: 02/26/2024

  **************, unfortunately, I do not know what phone number you are calling.  I would think that after 5 years, you would call the office if you had no luck with the sales person.  I have been with this company for 12 years, never got a call from you.  Office number is **************.

   

  Thank you,

  *****

  USA Insulation

• Initial Complaint

  Date:10/24/2023

  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.

  There was no foam in the bathroom outside wall and the house still get cold so with the finding of the make be believe that the job was not complete

  

  Business Response

  Date: 10/26/2023

  I just spoke to ************** regarding his issue.  I told him that we will schedule a thermal scan to see where the missed spots are and will take care of the issue on that day.  Any areas that have no insulation will be addressed.  I asked him why he didn't call us after 2 years since his installation, and he said he couldn't get in touch with us.  I asked him what number he was trying to call and he said the number was down in his file, not in front of him.  I asked him what his availability was and he said he would get back to me when he's available.  He will get back to me mid-week.

• Initial Complaint

  Date:06/28/2023

  Type:Product 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.

  I had their service last year and had them foam my walls. I was assured by the sales person that it would compress my fiberglass insulation and cellulose insulation. Well after it was finished I drilled a hole and found no foam only cellulose so I began drilling in several different locations high and low only to discover the foam never moved from the 2 inch hole they drill to put the foam hose in. A technician came out and verified my claim and said when she arrived she noticed the job was improperly done from the exterior, because they drilled several holes to close together which caused my siding to shatter and leave my interior walls exposed. She drilled some holes in the fiberglass area and found no foam and found nothing blocking it, the foam just never moved. She began to tell me what they should have done and didn't understand why they drilled only in the middle and didn't push the hose to the top and bottom to start. They told me they don't do refunds unless they try to fix it first, so they flared my wall and found only about 13 small ares that showed a cooler temperature and came to the conclusion my walls are too jam packed with cellulose but no answer on the fiberglass and the foam job can not be done without causing damage severe damage to the interior walls (because the manager was saying to fill high and low which goes against physics because if it didn't move in the middle a low drill spot would not physically be able to push the entire weight of the cellulose up even a small amount before the wall explodes from pressure), and drilling into the areas that showed cooler would be pointless because of size (this was told to me by the service techs and wall flare tech when they were finished) I called back and asked for a refund of around $6600 because the sales person lied to get me to sign and the fact the service is not possible and the manager said "we actually don't do refunds I'm only offering to fill the small wall flare spots."

  

  Business Response

  Date: 07/05/2023

  I received an email from you regarding the above referenced Complaint ID ********,  This does not belong to us.  We do not service ********.  Please remove from our account.

  
  

  Thank you.

  
  

  
  

  ********************* - Office, Operations & ************************************************identifyelement="305">

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

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

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

  C **************

  ckolin@usainsulation.net

   

   

  Customer Answer

  Date: 07/05/2023

   
  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.

  It was submitted to the wrong USA insulation area, I thought this was there corporate office

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

• Initial Complaint

  Date:05/18/2023

  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.

  The gentleman identifying himself as the owner (*************************) came to my home and provided a quote on April 03, 2023 for foam insulation of my home and the cost was approx. *********. To secure an installation date it required a deposit which I gave ******* in cashier's checks for ******* and *******. His crew of two different workers showed up at my home on May 08 2023 at approx ****. The installation process was explained and they began by boring holes in the exterior of my home and holes in my garage. Each crew had a ******* and after analysis they stated they couldn't pump foam insulation into my wall cavities. The explanation provided was my insulation was my wall cavity were full of insulation and they couldn't pump any additional in or it would damage my walls. They reinstalled my shutter and patch all the holes that were created. I immediately contact their office manager with whom ***************** indicated if I had any concerns, or questions I should reach out to *****. The woman name was ********************* ************ I inform her that the crew managers stated they could not proceed with my installation. Therefore I requested a refund of my *******. She stated she needed to reach out to ********************, which he call me stating they didn't do the required inspection for installation of foam. Therefore he wanted to return to my home and bore additional holes. That was to be on the Msay 13 and he was a no show. I have since call on four different occasions requesting a refund and each time it was indicated ******************* had to authorize the refund. I have not heard from ******** and I have call twice and let text message twice. I haven't received any response or my payment deposit refunded

  

  Business Response

  Date: 07/31/2023

  Hi, the owner of the company has finally reached out to me regarding the complaint from **************** and has agreed to refund him back his deposit.  I have called the customer this morning and left him a voice mail message to call me so I can inform him.
  
  Thank you,

  

  Business Response

  Date: 08/02/2023

  The customer is in breach of contract.  The contract was signed on 4/3/23 and was scheduled for installation on 5/8/23 and the customer decided he wanted to cancel the contract on the day of the install, causing USA Insulation a full day loss of production with a significant financial cost.

   

  The contract states, "customer has the right to cancel no later than midnight on the third (3rd) business day after the Agreement was signed by customer.  Should customer wish to cancel after 3 (three) business days, it must be done in writing.  Cancelling after the third (3rd) business day will result in USA Insulation retaining the Deposit as liquidated damages". 

   

  USA Insulation is willing to refund **************** his $2,500 deposit in return, sign off on an Offer & Compromise Agreement.    

   

  We have tried reaching out to the customer on 8/1 and 7/31 and left a voice mail message.  No return call has been received yet. 

   

   

   

   

  ********************* - Office, Operations & Production Manager

  USA Insulation of Greater Chicago

   

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

  O **************

  F **************

  C **************

  ckolin@usainsulation.net

  www.usainsulation.net

   

   

       

  Customer Answer

  Date: 08/02/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:02/10/2023

  Type:Product 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.

  I had a very negative experience with USA Insulation in ***********. After taking a $1,500 deposit for spray foam insulation, they arrived at our home wearing hazmat suits and headgear with big visors and breathing apparatus, ready to do the install. When I asked them why the suits and breathers, they said because the vapors are toxic to people and animals. We were never told during any point of the sale process that the vapors from the materials were toxic during the install, and also for a short time (days) after the install. My wife and I are older and have health issues, and we also have pets, so we sent the installers away. Having lost confidence in the process, we requested a refund of our deposit which they have refused to provide and are now ignoring our communications.

  

  Business Response

  Date: 02/11/2023

  This customer and location does not belong to ** (USA Insulation of Greater Chicago).  The USA Insulation of *********** was recently acquired by USA Insulation of North Central *******.  We do not service this location. 

   *** of North Central ******* can be reached at **************, ******************* is the owner and his email address is: *********************************.

   

  Thank you,

   

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

  Office Manager