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:01/03/2025

  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.

  Koala Insulation of ************** gave me a quote on insulating my attic. Everything was fine, they came out to insulate the attic a week or so later, but the installers could not insulate approx. 1/4 of attic area. Even though I brought this up with the salesman at the time of quoting it. I requested a refund for the square footage that they could not reach or cover. They made poor attempt of coming back out to do what the first crew couldn't do but still could not reach the area with the equipment that they had. I was told she would give me some money back, but I had never received any sort of compensation for where they did not insulate.

  

  Business Response

  Date: 06/09/2025

  We want to reassure you that our team has made multiple visits to complete the work to , and we have utilized all of the materials committed to in the original estimate. We apologize that we could not meet his expectations, as we always strive for perfection.

• Initial Complaint

  Date:11/05/2024

  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.

  On 10/21/24 I paid a deposit and arranged for Koala to add Dense Pack Cellulose to the exterior walls in the 3 bedrooms in my house for noise reduction. I asked *** ****** about adding insulation to the interior wall in the master bedroom above the living room and below in the living room to help reduce the noise in the bedroom from the living room below. He agreed it would help although they would need to leave the sections of the walls with cold air returns clear. When they arrived o 10/31/24 I first showed **** the interior walls emphasizing the cold air returns they must avoid along with the rest of the work. By accident, they completely filled the cold air return to the master bedroom and advised me I would need to hire someone to clean it. I wrote a check to remit the remaining balance due of $1817. Knowing now the extent of the issue, I should have withheld payment.. The next day I paid TNT Plumbing $364 to clean the ducts, but when they arrived and saw the extend of the issue they took out what they could get and advised me to get Koala to clean up the mess. Koala agreed and sent a worker with a shop vac who said it would need far more than a shop vac. After 3 days of unable to use my HVAC they did get in and pay a duct cleaning service, but the cleaning unfortunately blew cellulose through my house again after I had cleaned from the work over the weekend. The cellulose is also stuck to a Hotel Collection bedspread and won't wash out. The office manager agreed to a partial refund due to their mistake and the resulting distress to my home along with paying the $364 TNT bill. After the owner, **** ******, refused to honor the offer and so far they have not provided a refund for the bill I paid. I am seeking a refund of the $364 plus a refund of $625 as demonstration on their part that they understand the damage caused to me, my family and my home due to their inattention and mistake.

  

  Business Response

  Date: 11/27/2024

  At Koala Insulation we always strive to provide the best service possible to our clients, and it was truly an unintentional oversight on our part. As mentioned, dense packing can be a dusty and intricate process, and we understand the importance of clear communication and transparency throughout the service.
  
  We have taken responsibility for the costs associated with the plumbing and cleaning, and we are committed to ensuring that such incidents are minimized in the future. 

  Sincerely, Jill 

  
  

  Customer Answer

  Date: 12/05/2024

  Thank you for the update. I do understand that what happened with Koala was an unintended mistake and they did finally after nearly a month reimburse me for the amount they made me pay with their initial response that I would be responsible for cleaning up their mess. They did send in a company to clean the vents and offered a small amount to reimburse me for cleaning. I'd like to make it clear that the $200 barely covers cleaning considering that there is still cellulose dust coming out of my vents all this time later. This has impacted my health and damaged furnishings in my house. The delayed response and the efforts I had to go through to get Koala to do the bare minimum should be noted and future customers should be aware of their level of care for their customers.

  ***** *****

• Initial Complaint

  Date:06/20/2024

  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.

  I wish to formally address a critical issue arising from the recent blown-in fiberglass insulation installation at my residence located at *********************************** on June 20, 2024 for $2,465 During and after the installation process, significant lapses in precautionary measures by Koala Insulation have resulted in airborne fiberglass particles permeating my home environment. Despite notifying Koala Insulation both verbally and via formal email, the necessary steps to prevent airborne fiberglass contamination were not adequately implemented. Specifically, the **** system was left operational, and the attic access door was inadvertently left open throughout the installation, leading to the dispersal of fiberglass particles throughout the house. This oversight has raised substantial health and safety concerns for myself and my family. As a direct consequence of this exposure, we are experiencing persistent coughing, throat irritation, and skin discomfort. These symptoms underscore the urgent need for immediate remediation to restore indoor air quality and mitigate potential health risks. During a subsequent phone conversation, the owner of Koala Insulation responded unprofessionally, expressing frustration and refusing to discuss a reasonable solution before abruptly terminating the call. I followed up with an email outlining the necessary corrective actions

  

  Business Response

  Date: 07/23/2024

  I am sorry you feel that our services were below par yesterday afternoon and reported us to the Attorney General and contacted our HQ, along with the email below and ****** review. 

  Below is my response I placed on ****** and I am also including the information about the safety of the insulation.  ****** has since removed ******'s review. 
  
  Our Fiberglass Insulation does not contain any hazardous air pollutants as defined by the US Clean Air Act, if it did, we would not use it daily with 100s of clients.  Naturally when any project takes place in your home there can be a thin layer of dust, but absolutely nothing that we are installing is harmful.   When having Fiberglass Blown-In Insulation installed it is not required to turn off the **** unit, that is only required when installing Spray Foam Insulation. As far as covering the attic hatch is concerned, it does require the hose to come through that way, so we always leave a small opening for that to enter the attic.  Due to extreme temperatures, your attic was between ******* degrees we made the decision to not fully close the attic in order for the crew to have some ventilation.  The team put down construction blankets, protected the area around the entrance inside the attic to minimize exposure and to ensure everything was kept clean along with dusting and vacuuming upon completion.  We do believe we took all the precautions, and we would never provide insulation that would harm our clients. Attached is the safety information on our insulation.
  
  
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