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:02/18/2025

  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.

   
  Complaint: 22953982
  
  Dear ******** ******,
  
  I am writing to formally reject USA Insulations response to my complaint and to provide additional evidence supporting my claims, including email correspondence and photos sent to **** regarding the wire damage caused by their improper installation practices.
  
  1. Improper Installation of Vents & Electrical Damage
  *** Insulation failed to install proper vents correctly, resulting in them being sealed over with inconsistent or minimal foam. This mistake necessitated their removal and reinstallation with the correct materials. During this process, ****************************** used reciprocating saws to cut through the foam in the bays and the roof, damaging newly installed electrical wiring in the process.
  
  I first reported these concerns to **** on September 4th, stating in my email: I had an electrician come in to check the newly wired second floor.
  
  This inspection confirmed that ****************************** had damaged the electrical wiring, requiring me to hire a professional to correct the issue at my own expense. Despite clear evidence, including photos and email correspondence sent to ****, USA Insulation has failed to take responsibility for these additional costs.
  
  2. USA Insulations Continued Breach of Contract and Unprofessional Conduct
  As outlined in my previous complaint, USA Insulation has engaged in multiple breaches of contract, including:
  
  Inaccurate Square Footage and Insufficient Insulation Coverage The attic flat was misrepresented as 405 square feet when it is actually 243  square feet.
  Failure to Properly Insulate Roof Slopes Insulation was applied inconsistently and inappropriately.
  Roof Damage and Concealment of ***************** cut into the roof structure and concealed the damage with caulk instead of making proper repairs.
  Discrepancy Between Signed Contract and Final Work The contract specified 3 inches of spray foam, but only 2 inches noted on the final bill.
  
  The additional electrical damage further demonstrates USA Insulations negligence, lack of accountability, and failure to provide professional service as agreed upon in the signed contract.
  
  Given USA Insulations continued refusal to take responsibility for these deficiencies, I request that the BBB escalate this complaint and hold USA Insulation accountable for the financial burden I have incurred as a result of their contract violations, improper installation, and damage to my home.
  
  I have attached email correspondences and photos sent to **** as evidence of the wire damage and improper installation.  I appreciate your assistance in addressing this matter.
  

   

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

  spray foam may have caused latent structural issues that have yet to be fully realized. The financial burden and inconvenience imposed on me as a result of their substandard work are substantial.I have made efforts to resolve this matter amicably by requesting a full reimbursement to cover the cost of rectifying their inadequate work and addressing additional repair costs. Recently requested they resolve this issue on February 16, 2025. I have documentation available to support my claims, including inspection reports, repair estimates, and correspondence with the company.I kindly request the BBBs assistance in mediating this dispute and ensuring that USA Insulation takes responsibility for their inadequate service. I hope that, with your involvement, we can reach a resolution without further legal *********** regards,*** ********

  

  Business Response

  Date: 02/21/2025

  We take customer concerns very seriously and appreciate the opportunity to clarify the situation. We understand the customer has raised issues related to roof damage, wiring, ductwork, and thermal imaging showing cold slopes. We would like to provide the following clarifications:
  

  Roof and Ceiling Repairs: We addressed the roof damage by hiring a trusted contractor, ***** ********, to complete the necessary repairs. Additionally, we repaired the ceiling, leaving it at a rough finish as agreed upon, with a discount provided to the customer to cover painting and miscellaneous materials.
  

  Wiring Concerns: We were not notified of any wiring damage until now. Had we been informed earlier, we would have promptly assessed and addressed the issue.
  

  Ductwork Repairs: We personally repaired the ductwork and ensured its proper functionality, without involving any external partners.
  

  Thermal Imaging and Insulation Scope: The thermal images provided by the customer show cold slopes, which are areas we were not contracted to insulate, as doing so would require removing the drywall. However, the images also indicate that the knee walls and attic flat areas we did insulate are performing as intended, without any cold spots.
  

  Commitment to Resolution: We have made significant efforts to address the customer's concerns, including hiring trusted contractors, completing necessary repairs, and providing a discount to cover additional expenses. We remain committed to ensuring customer satisfaction and are open to further discussion to resolve any outstanding issues.
  

  We believe this demonstrates our commitment to resolving the situation fairly and responsibly.

  Thank you for your attention to this matter.

  ******* ******
  Office Manager
  **************************************************************
  ***************************
  
  USA Insulation of SNH
  *****************************************
  O ************ 
  *** Insulation of ************
  ***********************************************************
  **********, RI 02895
  O ************ 
  *** Insulation of ***********
  ********************************
  O ************ 

  

  Business Response

  Date: 03/14/2025

  Response to ***************************************** you for your detailed response and for providing additional documentation regarding your concerns. We appreciate the opportunity to address the issues you've raised.
  Improper Installation of Vents & Electrical Damage:
  Regarding the improper installation of vents and electrical damage, we want to clarify that we changed the scope of work to ensure proper ventilation.Instead of using baffles, we installed 1" foam board away from the roof slopes to ensure adequate airflow, and we sprayed 2" of spray foam (SPF)to fill the cavities. This adjustment was made because we were concerned that the foam baffles would collapse under the weight of the **** With the addition of the 1" foam board, you now have 3" of insulation, as agreed upon in the contract.
  In your recent correspondence, you mentioned that 5-6 electrical lines were cut during the removal of the insulation, but you also stated that no wires were exposed and that the damage was limited to the sheaths, which were wrapped in red electrical tape. While we acknowledge that some damage occurred during the work, it appears that this issue was less severe than initially suggested, and we take responsibility for any damage caused by our tools.
  Breach of Contract Concerns:
  Square Footage and Insulation Coverage: The initial square footage quoted was 405 square feet, which included the slopes. The intention behind this was to ensure enough material would be brought to the site to insulate the roof slopes if we were able to do so. We did blow insulation into the roof slopes where possible, but we did not charge for the slopes because we could not guarantee the amount of loose fill that would go down. As a result, we only charged for the attic flat insulation. We believe the discrepancy in square footage was simply a matter of material planning and the limitations of the roof slopes, rather than an overcharge.
  Roof Damage and Concealment of Defects: Regarding your concerns about roof damage and concealment of defects, we worked with ***** ********, a trusted contractor, to repair the roof after the work was completed. We have attached his invoice to verify the repairs made. The damage was repaired properly, and we are confident that it meets the necessary standards.
  Spray Foam Thickness: We acknowledge your concerns about the spray foam thickness. Due to the addition of the 1" foam board for proper ventilation, we were only able to achieve a final thickness of 2" of spray foam in the bays. The bays were filled to capacity with the foam and the required airflow was maintained. We are confident that the work met the agreed-upon specifications. To demonstrate this, we have attached after-photos of the completed installation.
  Additional Compensation: As part of our commitment to resolving this matter, we also covered the cost of a $200 hotel stay for your father, as well as $300 for the materials needed to complete the repairs to your ceiling, trim, and drywall that were damaged during the course of the project. We hope these efforts demonstrate our commitment to your satisfaction.
  We understand that the situation has caused frustration, and we apologize for any confusion or miscommunication. Our team has always acted in good faith,and while we could not foresee all of the challenges, we are committed to resolving this matter.
  Thank you for your patience, and please feel free to reach out if further discussion is needed.
  Sincerely,

  ******* ******
  Office Manager
  **************************************************************
  ***************************
  
  *** Insulation of SNH
  *****************************************
  O ************ 
  *** Insulation of ************
  **************************************************************************************************
  O ************
  *** Insulation of ***********
  ********************************
  O ************ 

  

  Business Response

  Date: 03/28/2025

  Dear ***,
  Per our contract, USA Insulation was to install blown-in insulation in the attic, bringing it to an R-49 value. This work was completed as agreed. Additionally, we were contracted to install an access hatch, which was installed accordingly.
  Regarding the spray foam installation, we acknowledge that the initial install did not meet contract specifications. However, in alignment with our commitment to doing the right thing, we promptly sent our crew to remove and reinstall the spray foam. To ensure proper ventilation, we modified the approach by installing 1" foam board in the slopes before applying 2" of spray foam. This provided the full 3" of insulation specified in the contract while maintaining structural integrity.
  Regarding the attic insulation scope, the initial measurement included the roof slopes to ensure we had enough materials should insulation be applied there. However, due to the structure of your home, loose-fill insulation could not be effectively applied to the slopes. As a result, we focused on insulating the attic flat, which was the only area you were charged for.
  To further address your concerns, we took additional steps beyond our contractual obligations. We hired ***** ******** of Finish One Carpentry, a trusted former employee, to repair the ductwork and roofing issues. While a third-party contractor performed the work, USA Insulation facilitated and covered the cost to ensure the repairs were completed properly.
  We also contributed $200 toward hotel costs for your fathers stay and $300 for materials to complete repairs to your ceiling, trim, and drywallexpenses that were not part of our contractual responsibility but were covered as a goodwill gesture.
  Your claim that USA Insulation failed to respond to electrical concerns is inaccurate. You previously acknowledged in writing that the electrical damage was limited to the sheathing and that no wires were exposed. Regardless, we took your concerns seriously and worked to resolve the issue. If you sent additional emails that were not addressed, we apologize for any oversight, but corrective steps were taken based on the information available.
  We take job site security seriously and instruct our crews to secure homes after work is completed. If there was any oversight regarding your home being left unlocked, we regret any inconvenience this may have caused.
  While we understand that project delays were frustrating, we worked diligently to complete the job while ensuring the work met quality and safety standards. We regret any inconvenience this caused, but we firmly stand by our commitment to completing the contracted work correctly.
  We appreciate your feedback and have provided documentation, including invoices and receipts, to support the resolution of these matters. If you have any additional questions, we are happy to discuss them.
  Sincerely,

  ******* ******
  Office Manager
  **************************************************************
  ***************************
  
  *** Insulation of SNH
  *****************
  ********************
  O ************ 
  *** Insulation of ************
  **************************************************************************************************
  O ************
  *** Insulation of ***********
  ********************************
  O ************ 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22953982
  
  Dear ******* ******,
  
  I am writing to formally reject your response denying reimbursement and compensation. Your statements regarding the lack of insulation in the slopes contradict both your previous response and the signed contract. You initially claimed, cold slopes, which are areas we were not contracted to insulate, yet you also stated that the 405 square feet included the slopes. This inconsistency demonstrates a lack of clarity in your service in relation to the contract.
  
  I was explicitly instructed to remove all old insulation from the knee walls and slopes before your arrival, which I completed and was confirmed to be cleared before your work began. If I was able to remove the old insulation from the slopes, your team should have had no issue blowing in insulation in the same areas. Instead, I am now forced to hire another company to complete the job I already paid USA Insulation to perform. I should not bear the cost of your miscalculations in material planning, inaccurate measurements, or the voids left in the attic slopes. This outstanding issue must be rectified.
  
  Additionally, **** ******* received and ignored my email regarding the electrical concerns, despite your claim to the contrary. That email is clear evidence of my good-faith efforts to work with you, yet **** failed to acknowledge or address the findings of the damaged wiring. I sent him an additional email on February 16, 2025, requesting reimbursement, which also remains completely unanswered.
  
  You also falsely claimed that you repaired the ductwork without involving any external partners, which is blatantly incorrecta third party did install the ductwork. This misrepresentation of facts, combined with your ongoing failure to respond, further proves USA Insulations clear unwillingness to take responsibility or resolve these issues.
  
  The $300.00 reimbursement was only a fraction of the actual cost incurred to correct some of the problems caused by your work. This amount was intended to help mitigate the expense of repainting and repairing finished walls and ceilings damaged by your crews tools, including banging, vibrating, and cutting into my home. However, this minimal reimbursement does not begin to cover the significant time, labor, and additional costs I have incurred due to your companys careless workmanship and mistakes. Furthermore, attempting to conceal the damage caused by your crew is not an acceptable business practice.
  Beyond the financial burden, your teams failure to complete the job on time also resulted in direct consequences for my elderly father. I delayed his move-in date to comply with your 24-hour vacate rule and prevent undue stress on him, yet your repeated rescheduling still forced him to relocate. I never requested reimbursement for my own expensesonly for my fathers, as making arrangements for him was significantly more challenging. While we were required to vacate, your crew left my house unlocked, exposing my home to security risks. This negligence is completely unacceptable.
  You have also failed to address the unprofessional conduct and delays that turned what should have been a 3- to 5-day project into a two-month ordeal, placing unnecessary hardship on me and my family. Even after months of attempting to work with you in good faith, your crew assured me on September 4, 2024, that everything will be done right. Now, more than a year and a half later, I am still dealing with issues that should have been resolved from the start.
  
  Excuses and deflections are unacceptableI expect action. USA Insulation must accept responsibility for the unresolved issues and compensate me for the additional costs I have incurred and will continue to incur due to your companys failure to uphold the contract and complete the job properly. If this issue is not resolved promptly, I will have no choice but to inform others of my experience through social media platforms to prevent similar situations from happening to others. I look forward to your prompt response and a reasonable resolution, rather than further deflection.
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 04/04/2025

  Subject: Rejection of USA Insulations Response and Request for BBB Mediation
  
  Dear BBB,
  I am writing to formally reject USA Insulations most recent response to my complaint. Their ongoing misrepresentation of facts and failure to take responsibility demonstrate a lack of professionalism and accountability.
  
  USA Insulation stated, Per our contract, USA Insulation was to install blown-in insulation in the attic, bringing it to an R-49 value. This work was completed as agreed. Additionally, we were contracted to install an access hatch, which was installed accordingly.
  This is inaccurate. There is no access panel installed in my attic, making it impossible to verify that R-49 insulation was installed as claimed. Thermal imaging performed in February 2025 revealed significant voids in the attic slopesan area that *** Insulation now claims was not included in the contract, despite prior contradictory statements. At no point did the company tell me the attic slopes could not be effectively insulated.
  
  They also attempted to hide roof damage caused by their reciprocating saws, covering saw cuts with caulk instead of reporting the issue. Additionally, their claim of taking my concerns seriously regarding electrical damage is false. They previously stated they never received my email about the issue. They never once responded to my findings or asked about the cost I incurred hiring an electrician to assess the damage they caused.
  
  Despite my full payment and repeated attempts to resolve this in good faith, USA Insulation continues to mislead and avoid accountability. I am requesting that the BBB provide formal mediation and review this case in conjunction with the consumer complaint I recently submitted.
  
  I remain committed to resolving this matter and urge the BBB to assist in holding *** Insulation accountable for the poor quality of their work and the impact it has had on my home and family.
  
  Sincerely,
  
  
  *** ********
  

  Customer Answer

  Date: 04/17/2025

  How long does this process typically take to find a resolution from the initial compliant?

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22953982
  
  I would like to thank ******* for the additional documentation they referenced several letters ago. However, that information does not resolve the ongoing concerns I have raised.
  
  I am writing to formally reject USA Insulations most recent response to my complaint. Their continued misrepresentation of facts and unwillingness to take accountability reflect a troubling lack of professionalism and integrity.
  
  USA Insulation claims: Per our contract, USA Insulation was to install blown-in insulation in the attic, bringing it to an R-49 value. This work was completed as agreed. Additionally, we were contracted to install an access hatch, which was installed accordingly.?This is false. No access panel has been installed in my attic flat, which makes it impossible to verify whether R-49 insulation was actually blown in as stated. I am requesting proof of the actual
  measurement of insulation installed. Without access to the attic flat, there is no way to substantiate their claims.
  
  Furthermore, thermal imaging conducted in February 2025 revealed significant voids in the attic slopes. USA Insulation now claims these slopes were excluded from the contract, contradicting prior statements made by their team. At no point was I informed that these areas could not be effectively insulated.
  
  In addition to this, the company attempted to conceal roof damage caused by their reciprocating saws by covering the cuts with caulk instead of notifying me. Their claim of taking my concerns about electrical damage seriously is also falsethey stated they never received my email regarding this issue and have not responded to my findings or acknowledged the cost I incurred to hire a licensed electrician to assess and address the damage they caused.
  
  Despite my full payment and multiple good-faith attempts to resolve this matter, USA Insulation continues to deflect responsibility and provide misleading information.
  
  I am requesting that this matter be resolved within a reasonable time-frame. If no meaningful progress is made, I will have no choice but to pursue other avenues to ensure accountability.
  
  Sincerely,
  
  
  *** ********

  

  Business Response

  Date: 04/15/2025

  ********,

  Attached are the after photos of the spray foam job being completed, as well as the attic flat being blown in. I have also attached ***** ********** invoice for the repair work completed at *** ********** home.

   

  Thank you, 

  Karissa

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 22953982
  

  Dear Better Business Bureau,
  
  I am writing to reaffirm my rejection of USA Insulations latest proposal to re-enter my home for an inspection. Due to ongoing trust concerns that have developed throughout this experience, I am not comfortable granting them access to my property.
  *** Insulation had every opportunity to properly document their work at the time of installation and should have done so before declaring the project complete. It is unreasonable to expect me to now provide access for them to verify work they claimed to have finished over a year agoespecially given the discrepancies and damage that have already come to light.
  
  In good faith, I hired independent professionals to evaluate the installation. Their third-party assessments revealed multiple deficiencies, including the lack of an access panel to the attic flat, thermal voids in the attic slopes, inconsistent application of blown-in insulation, and an uneven spray foam applicationonly about 2 inches in depthfalling short of contractual expectations. USA Insulations ongoing denial of these findings, coupled with shifting explanations, has further undermined my confidence in their credibility and commitment to resolving this matter transparently.
  
  I have paid in full and made every reasonable effort to address this issue professionally. I now ask that the BBB assist in facilitating a resolution based on the documented evidence and expert evaluations already provided. If the BBB is unable to help bring this matter to a satisfactory conclusion, I will need to explore other avenues to seek resolution.
  
  Thank you again for your continued attention to this matter.
  
  Sincerely,
  
  
  *** ********
  

  

  Business Response

  Date: 04/29/2025

  Hi ***,
  Thank you for your continued feedback. We're genuinely sorry to hear that you're still dissatisfied, despite our repeated efforts to address your concerns.
  We understand that you're requesting verification of insulation depth, and we are happy to arrange an inspection to ensure everything meets the agreed-upon standards. Our goal has always been to deliver quality work and stand behind what was outlined in the contract.
  We also recognize there have been frustrations along the way, including delays and communication challenges, and we regret any hardship that caused you or your family. Our team has made every effort to correct issues as they were brought to our attentionincluding re-insulating areas and addressing repairsand we remain committed to resolving any outstanding matters professionally and thoroughly.
  We welcome the opportunity to speak directly and find a path forward. Please feel free to contact me directly at ************ to arrange the inspection or discuss any final concerns.
  Sincerely,

  ******* ******
  Office Manager
  **************************************************************
  ***************************
  
  *** Insulation of SNH
  ******************************************************************************
  O ************ 
  *** Insulation of ************
  ****************************************************************
  **********, RI 02895
  O ************
  *** Insulation of ***********
  ********************************
  O ************ 

• Initial Complaint

  Date:01/16/2025

  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.

  On Sept. 17, 2024, *** Insulation came to my home address. They removed basement ceiling insulation and installed foam insulation in the sill joists/perimeter of the basement. The method of insulation changed from the quoted work. The quote was that the foam would be applied from a truck carrying the material. I was informed the morning of the installation that the truck was unavailable and the 2 workers would bring a hand carried mixture that would be the equivalent. I was asked if this was acceptable and I said "you know your product. If you are certain the foam would be applied as evenly with the hand mixed cans, you know your product and I have to take your word for it." He assured me I'd be just as satisfied. The foam was applied unevenly. The workers refused to use a ladder and stood at the foundation floor level and sprayed up to the sill joists. The resulting application is very uneven. They were to spray 3" of foam and it varies from 5" to barely covering. And wires and pipes are covered with excess foam. I've called USA insulation multiple times and requested someone from the company to come see the application. In spite of saying "someone will get back to me, no one has called me back." I would like them to offer to apply some additional foam to places where it is uneven and where gaps exist. Yes, they overall applied more foam than required. But I'm concerned about the spots that are uneven, varying vertically from 4" to 2", and spots that are barely covered.

  

  Business Response

  Date: 01/16/2025

  Dear ***,

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration caused by the uneven foam application and our lack of follow-up. We strive to deliver quality service, and we regret that your experience fell short of our standards.
  Our manager will be reaching out to you directly to discuss your concerns and work toward a resolution that meets your expectations. We appreciate your patience and the opportunity to make things right.
  Thank you for sharing your feedback, as it helps us improve. If you have any further questions, please reach out to ******* directly at ************************************** or ************

   

  Regards,

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

• Initial Complaint

  Date:05/26/2023

  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.

  Hello, yesterday 7/20/23 a technician came to check on my concerns....He actually tried to persuade me to buy more foam insulation where it is cold or too hot.  He was very nice but I am sure he was being told what to do.  Why would I pay more money for something I am not satisfied with at all.  When he left nothing was resolved accept that they could put more insulation at a cost. I have original paperwork that states ALL walls to be done, cost was approx. 7 or 8 thousand and all walls were not done. 

  Thank you,

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

  

  Business Response

  Date: 07/14/2023

  Hi ******, thank you for bringing your concerns to our attention. I have reached out to you and I am looking forward to discuss what can be done to rectify the matter. Please give me a call at ###-###-#### or email at *******@usainsulation.net. 

  

  Business Response

  Date: 08/01/2023

  ******, I reached out today and left you a voicemail to discuss your visit with my Install Manager. After reviewing your file, you did not purchase a whole-home insulation. Please give us a call back a ###-###-####. Thank you.

• Initial Complaint

  Date:04/10/2023

  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.

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because:

  Your offer of $300 is not fair considering I have to locate the vinyl that you stated you can’t locate! How can $300 pay for something that can’t be found. Plus I would have to pay someone to install it   Aren’t you insured for these things? 

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

  

  Business Response

  Date: 04/11/2023

  Hi *****, I just wanted to follow up and let you know that I left a voicemail as well as sent an email. We are looking to resolve the matter via adjusting your invoice. I look forward to speaking with you to resolve the matter. Please feel free to give me a call at ###-###-#### or *******@usainsulation.net. 

  

  Business Response

  Date: 04/11/2023

  *****, as I understand your concern. We have been back out to your home two other times to rectify, but due to your siding being hard to find/discontinued; this has faced great difficulty in rectifying the matter. It does state in our disclosures that we are not responsible if we cannot acquire the siding. With that being said, our deduction in price is beyond competitive due to the fact that any box of replacement siding is well below the discount we are offering. Should you have any questions, please reach out at ###-###-#### or *******@usainsulation.net. 

  Customer Answer

  Date: 04/15/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The company chose to take my vinyl siding off on a day that was windy and about -35 below 0. They should have known this could happen.  My house looks a mess now! $300 is not sufficient.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 04/17/2023

  Hi *****, per our contract, it is listed that these types of things may happen during install. This document was signed by a party of your home, prior to install. Terms & Conditions state: 

  During the installation process, siding and trim may be removed and access holes will be drilled in order to gain access to the
  walls. All access holes will be plugged or patched by USA Insulation, however, some materials (such siding, trim, paint, brick, shingles, etc.) that are: (i) weathered; (ii)
  old and brittle; and/or (iii) multilayered
  may be damaged during the installation process. All cost and expense concerning the repair and/or replacement of materials
  damaged during the installation process including, but not limited to, (i) the purchase, installation and/or repair of damaged materials; and/or (ii) sanding and painting
  shall be the sole responsibility of Customer. USA Insulation cannot guarantee the availability or color matching of any new and/or replacement materials. USA
  Insulation considers all interior walls and ceilings to be structurally sound and properly installed. USA Insulation also assumes that the structure is properly ventilated
  and shall not be liable for any cracking, bowing or damage to interior walls or ceilings. USA Insulation recommends that Customer complete all necessary repairs,
  including painting and/or sanding, after seven (7) days but within thirty (30) days of installation.

  Please feel free to contact me at ###-###-#### or *******@usainsulation.net if you have any questions. 

  Customer Answer

  Date: 04/20/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I don’t think that is the case when you took unnecessary risks to my home by removing siding in -35 degree weather with an extremely high wind.  That was neglect on your part.  Your responses are quite unsatisfactory! 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/17/2022

  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.

  1.) Company provided unprofessional workmanship during insulation installation through the exterior siding of our home. The access holes drilled through the exterior were oversized for the wooden plugs used and resulted in an inability properly plug the holes.
  2.) Company installed insulation (premium foam) in wall areas already insulated with rock wool insulation. Company personnel were advised of this during sales process and again on the install date of 10/26/22. Customer was assured by contractor that existing insulation would not present any problem.
  Installation caused damage to interior walls which will require wall board removal and replacement.

  

  Business Response

  Date: 12/13/2022

  Attached are the hand written work order, agreement, disclosure and certificate of completion. Kevin signed all documents that are attached, the hand written work order indicates that we were contracted to install all exterior walls of the home, disclosures indicate that we are not responsible for any bowed walls, certificate of completion shows that Kevin signed off on the work completed on the day of install and the agreement also follows our disclosures as well. If you have any questions, please reach out to me at *******@USAInsulation.net OR ************ **.

• Initial Complaint

  Date:10/24/2022

  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.

  
  
  Complaint: ********
  
  
  We do not accept the business's response as a resolution to my complaint because: 

  We received this same letter from their insurance company in August of 2022. This is not new news. This does nothing to change anything. This is just USA Insulation saying that they can't be bothered to do anything about this.

  We've asked USA Insulation for SDS information on the injection foam several times (9/1/22. 11/17/22, 12/7/22), we have not received any information on the SDS to date.

  Since we opened this complaint, we have completed the mitigation of removing the sheetrock and foam insulation and replacing everything. Out actual cost for the mitigation was:

  sheetrock - 60$
  paint - $55
  miscellaneous materials - $30
  labor (@$125/hr) 30 hours - $3750
  total - $3895

  We have recouped our initial cost of $2160 from our credit card company.

  We are now only asking for $3895 from USA Insulation to cover our mitigation costs.
  

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

  would refund our cost and remove the sheetrock and insulation. Then the general manager called on 10/14/22 and said they spoke with their attorney and that they would not provide a refund nor would they remove the sheetrock and insulation. Instead he said we needed to contact their insurance company. We contacted the insurance company, Argo Group, on 10/19/22 and they said that under no circumstances would they cover a refund, and they were going to look into what the policy actually covered. We have not heard back from them since then. The rooms still smell.
  
  The insulation was supposed to fill each wall cavity between the studs. In fact, this insulation shrinks as it cures and leaves gaps. This was not told to us at all. In fact, the sales rep made a point about how this filled the cavity better than fiberglass insulation.
  We believe this was totally misrepresented to us.

  

  Business Response

  Date: 01/10/2023

  *******, thank you for reaching out. I have attached a document from our insurance that this does not involve an "occurrence" or "property damage". For these reasons, the policy does not provide coverage. If you have any questions, please reach out to me at *******@USAInsulation.net or ************ **.

  

  Business Response

  Date: 02/07/2023

  Please see proof of business response to Mr. *** about the request for insulation information attached. 

• Initial Complaint

  Date:10/20/2022

  Type:Sales and Advertising 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.

  They took
  My house apart and left. My siding is blowing around and they don’t even care the job wasn’t done but I still had to pay full cost and they want me to take another day out of work and that would be without pay. This company sucks no one should do business with them. Scam artist

  

  Business Response

  Date: 12/13/2022

  According to our records, this was rectified on 10/24/2022. I have attached the Certificate of Completion, I also followed up with ***** on 10/26 to assure her satisfaction and that the job was completed. If you have any questions, please reach out to me directly at *******@USAInsulation.net OR 603.931.1111 x4. Thank you. 

• Initial Complaint

  Date:08/26/2022

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17770564, and find that this resolution is satisfactory to me. Company has promptly returned my deposit and resolved the issue in a courteous and business-like manner. 
  
  
  
  Sincerely,
  
  
  
  ***** ***********posit, and the cost for dog boarding and hotels.

  

  Business Response

  Date: 09/30/2022

  ******

  Thank you for reaching out and bringing your concern to us. We appreciate that you have allowed us to since rectify the issue.  With that being said, mistakes do happen. We do not take these things lightly. We are working hard to be the best in the business. Please do not hesitate to reach out to me directly at 603.931.1111 x3 OR *******@USAInsulation.net if you need anything further.