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:03/21/2024

  Type:Order 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 has:
  
  -Damaged my siding
  -Damaged my ceiling
  -Damaged my wall
  -Broken an electrical outlet
  -Not completed the service after three attempts
  -Not effectively negotiated a settlement
  -Not trained its workers effectively such that they: measure stud spaces improperly, drill holes into joist spaces instead of stud spaces, improperly mix the foam, leave gaps in siding when cleaning up, leave nails in my driveway and around my house.
  -I have had to take off work to supervise the work
  -I have had to take time out of my family life to get what I paid for
  -I have not benefited from the energy savings since I paid for the services earlier last year

  Business Response

  Date: 03/25/2024

  Below is the Summary from General Manager - ***** ******. Also attached are the Install disclosures signed by *** **** which specifically addresses items in *** ****'s complaint and the signed/completed service call ticket from the most recent visit to the home on 2/7/2024.

  At initial install *** **** was told by me that due to the age of
  his siding it would be very hard for there not to be damage. Home was built in
  the 40s and he expressed that he was going to replace siding in the future at
  some point.
  
  Day after install I received some pics of debris and nails and apologized
  to him.
  I received a call weeks later stating that a few cavities in and
  around his shower were missing foam.
  I went to Bardstown to inspect and shoot the house with a temp
  gun.  A few areas were colder, so I set up a time for install crew to come
  out and fix. During that meeting 95 percent of his complaints were regarding
  his siding.
  
  Install crew came out took off siding in our area and filled holes
  as needed. Homeowner signed call back sheet as to work being completed.
  
  The homeowner called again and we went out. This time his father-in-law
  was there and inspected every minute of our work.  We realized framing wasn’t
  on normal 16 centers, so we drilled some new holes and filled cavities. Father-in-law
  signed a call back sheet as work was complete.
  
  Since then, homeowner has continued to text and call asking for
  full refund so he can replace his house in siding. We only took off one run
  around the house on both stories. He financed the job and has already paid that
  off. The damaged drywall in living room ceiling was already there due to a
  water line break in upstairs bathroom. We are scheduled to go out to property
  on Tuesday 3/26.
  
  Homeowner never wrote a bad review until 5 mins after I told him a
  full refund would not be happening.

  Customer Answer

  Date: 03/27/2024

  Complaint: ********
  Please see document entitled USA Insulation Complaint 2 for full rejection. ***** told me compensation was GOING to happen. He and I both agreed to get siding quotes to start working on a number for damages. I called ***** on an almost weekly basis from late January until 3/26. On Feb. 2nd ***** stated in a text to my question "Any word from your boss on compensation?", he replied that his guys would be out to do the work on the following Monday (3rd visit) and then said the following regarding compensation "I'll try to get with owner to finalize something for you as soon as I can. I'll talk to you Monday." I provided an offer of what I thought was fair, a complete refund. I was told that was not possible and that negotiations would resume after the fourth visit. After I was told that it was not possible I asked what they considered to be a reasonable amount for compensation. Each time I talked with ***** I got stonewalled. There was no number for compensation, but always a promise of a future number. I gave him one last call before the fourth visit and asked him to give me a number in a week. I told him that if there was not a number I would write a complaint on the BBB. I called ***** on 3/26, he told me that he would call me back on the following day (3/27) with word from the owner. I am writing this at 10pm on 3/27 and have not heard a word. The chances at compensation, which had been discussed at length over the period of months, has diminished so severely that I felt it necessary to let USA Insulation know that I needed an outside source to facilitate the discussion. The response from USA Insulation is incoherent, dishonest, and lacks any semblance of responsibility for the poor workmanship and poor quality of the service.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  
  

  Regards,

  
  

  ***** ****

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  
  

  Regards,

  
  

  ***** ****

• Initial Complaint

  Date:08/01/2023

  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.

  Date of transaction: 6/28/2023
  Amount of transaction: $10,625.00
  USA Insulation Louisville - East was contracted to:
  Drill outside brick mortar joints, inject premium foam insulation inside the exterior walls, and patch the holes
  Air seal all accessible attic penetrations
  Blow fiberglass insulation into the attic for a minimum of R38
  Air seal crawlspace rim joist with 2" of closed-cell spray foam
  The nature of my dispute is:
  I have opened holes in several places in my outside walls. Most of those cavities have no foam insulation from floor to ceiling and are hollow as they were when the house was built in 1959. A few places I pointed out to the installers have some foam since they worked extra to cover those areas. This is the majority of my cost and my priority in contracting them.
  I have used a thermal imaging camera I purchased and can see several spaces in the attic along the outside walls, that are not insulated properly with fiberglass. The General Manager said they do not have a thermal imaging camera yet as they cost $600. This is an essential tool of the trade. They did not air-seal the attic before blowing in the insulation and attempted to air-seal afterward. I did not receive pictures of those areas being air sealed as promised by the General Manager.
  The crawlspace rim joist has several large and small areas that have not been spray foamed per the contract.
  This was scheduled as a one-day job. After I brought these items to the General Manager's attention, they returned three other times and still have not properly completed this job. They have been to my home on June 23, 2023, July 5, 2023, July 15, 2023, and sometime during the week of July 17, 2023.
  At this point, it is my understanding that USA Insulation Louisville - East is incapable of performing their side of my contract due to inexperienced or apathetic installers. I have made payment through Service Finance, so my side of the contract is complete.

  Business Response

  Date: 08/14/2023

  Hello and thank you for your patience.

  USA Insulation Louisville General Manager ***** ****** has outlined the below events regarding work performed for *** **** *********

  June 23rd arrived
  at home to do whole home install did walls and attic and crawl space.
  Got a call on Sunday
  25th that there were some holes not foamed and concerns about air seal.
  
  Returned on July 5th to
  fix issues redrilled holes and foamed again and air sealed outer perimeter of
  home.  At end of day that day
  we noticed that foam was evaporating due to bad resin and we ceased operating to address the issue. 
  
  We returned again on
  July 5th and refilled entire home and air sealed all top plates
  in entire house and topped off attic for a second time.  All holes that
  were filled showed foam good including a wall that was cracked from over filling with foam. We repaired that wall immediately the same day.
  
  Due to heavy rain that day
  we did not go into crawl space but **** and ****** returned to the job on Wednesday, July 19th to complete. *** ******** was not home but had given
  us permission to do so since we would not be going into his house.
  
  I gave *** ******** my
  cell phone number to call me if there were any issues and told him to call at
  anytime. I never received a
  call.    
  
  *** ******** purchased a thermal camera and was complaining on walls and attic that there was a 3-5
  degree temp difference between walls which falls well between industry standards. We do not use thermal cameras for that reason. Impossible to get every wall the same temperature. 
  We received letter from *** ******** dated July 11th complaining about the job even though we were scheduled to be there
  4 days later to fix issue.

  **** We are happy to return and correct any issues *** ******** points out that are within the scope of work of USA Insulation. We value our customer satisfaction and hope all customers are 100% satisfied with the contracted work.

  Regards,

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

   

   

  Customer Answer

  Date: 08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  I gave USA Insulation multiple attempts to complete this project
  properly. Attached is an audit I had performed regarding the quality of
  installation at my home.

  
  In one of my first emails to USA Insulation and verbally to the
  General Manager, I asked for a different, more qualified crew to return to
  perform the work. Each visit except for the 3rd one the same crew returned. The
  3rd visit came with a new lead installer, but the rest of the crew was the
  same.

  
  Each time I had to show USA Insulation where they were missing
  insulation, or ask for items that were on my contract but not supplied. It is
  not my job to supervise them; it was their job to do a professional installation.

  
  Other than using an infrared camera, I have drilled multiple
  holes and each hole shows little to no insulation in my outside walls. The
  outside walls have been given 3 attempts to complete. The crawl space is still
  missing foam insulation after 3 attempts. The attic insulation was not done to
  industry standards. 

  
  I did not contact USA Insulation directly after their 4th visit
  because I was getting nowhere with their ability to perform.

  
  I will be hiring a new insulation contractor to properly perform
  the work.
  
  
  Sincerely,
  
  **** ********