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Business Profile

Insulation Contractors

USA Insulation of Grand Rapids
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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:12/24/2024

    Type:Service or Repair 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.
    USA Insulation gave an initial quote on July 11th. We contracted with them to update our exterior walls insulation, one interior wall and to blow insulation into our entire attic. We initiated a loan to pay for this work with ***************** for about $13,000. A very untrained crew came on July 26th then again on July 29th to do the job. They did very poor work and I could see lots of damage that needed to be fixed. Including but not limited to drywall patches on my interior walls, exterior aluminum siding damage, multiple areas that did not get filled with sprayed insulation, areas in the attic that was not filled correctly, etc.. I called and spoke with ***** ****** the general manager and he insisted that he would come out and inspect/ fix the problems. He did come out with another crew and did some repairs on Aug 12 and 15th but not everything was fixed. Another appointment was made to finish the siding fixes at a later date but no one came, instead we were offered a monetary payoff. We did not accept the payoff because we discovered additional problems. My husband opened up some of our garage walls and found the spray never reached to the tops or bottoms of the cavities between the studs. We later opened our bathroom exterior wall and discovered the same problem. We have texted, emailed and called USA Insulation many times since our install quote with little to no response between Sept-Nov. We had been called buy service financial to initiate our payment plan every week for about 2 months but informed them that the work was never completed to satisfaction or what they quoted us. We told ***************** that USA Insulation was not responding to us and they agreed that they had not heard from *** Insulation either. In November we discovered mold in our bedroom and closets. After inspection for BailTek and USA Insulation general manager who finally responded to us, we discovered it is in correlation of poor attic insulation work.Mold was cleaned but

    Business Response

    Date: 01/13/2025

    We have been in constant contact with this customer and Service Finance in an attempt to get this resolved.

    Customer Answer

    Date: 01/25/2025

    USA Insuation has finally resolved our home insulation issues to our satisfaction.  We appreciate ***** the general manager for personally working with us. 

  • Initial Complaint

    Date:10/09/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 completed 11/29/22 transaction completed In the amount of $4627 in installments with interest still paying off.The first thing that happened is they came in and did a portion of the work then said it was done. They didn't finish, I had to have them come back out to do it correctly. However, I don't know what is correct and honestly don't think they did it right because a few months after we had a leak directly below the work they did and we started having icicles build and then the water came in. We filed an insurance claim and told them that we thought the company didn't do it correctly but they put it in our name anyways. I reached out to a group online that is called victims of *** Insulation and posted these pictures and some professionals said that it could be the cause of the leak. Many said that it was condensation and that I needed vents. I compared the videos of the before and after and found that they covered all my vents up. I recently reached out and they are not returning my email asking for help. I don't know that they are the ones that I should reach out to but I've been told also that other contractors won't want a part of this because it wasn't done correctly. I don't know what they completed and what they didn't. I also don't think the cut that they made to make a hatch door looks professional at all. If my house wasn't leaking water because of a bad insulation job then I wouldn't be too concerned but the whole experience, pay and the fact that I have no idea if they did damage to my house. My insurance company didn't help much as they came so late that the water had dried up so they couldn't figure out where it was coming from. The roof was fine, the gutters fine, no sign of any other way for the water to get in the house. I don't even know if they removed the old insulation we have one space where you can see the old insulation still there. I could use some help getting their attention and some help with this.

    Business Response

    Date: 01/04/2024

    We went out to *****'s home December 11th to look at the areas of concern.  On December 11th we did complete the diagnostic and found the attic to be baffled, blown and air sealed correctly. The foam customer thought was blocking the vents were actually the baffles, we informed the customer that the baffles are supposed to be there to direct the air flow over the insulation into the attic space. We also found that the soffits are blocked by 2x12 and we recommended they look into a ventilation expert to open up soffits. The leak was not caused by our work therefore, we cannot refund. 

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