Complaints

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

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  Colonial Insulation & Fireproofing

  1126 Route202 Rindge, NH 03461

• 

  Colonial Insulation & Fireproofing

  1725 Main St STE 5 Sanford, ME 04073-2498

• 

  Colonial Insulation & Fireproofing

  225 Cedar Hill St STE 200 Marlborough, MA 01752-5900

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:04/09/2025

  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.

  In February I signed a contract with Colonial to insulate the floors of my property at ***********************. They required a 50% deposit ($3,242) which I paid. When their crew came they decided they could not do the job and left. First the owner ***** ******* wanted $1,500 of my deposit for his mistake in quoting. then agreed to refund the entire deposit When I never received the refund and followed up he refused to refund telling me to litigate.

  Business Response

  Date: 05/06/2025

  Please see attached.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23185219
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  The documents provided simply repeat the process of quoting and contracting the job without any offer of settlement.  

  The job was quoted, I paid the requested deposit, and the job was scheduled.

  I relocated the tenants to a hotel as requested and when the crew came to do the job they said the access was insufficient and left, cancelling the job.

  The contractor wanted to charge me a $1,500 cancellation fee however I did not cancel, they did.

  on March 9th he said he was going to refund the full amount (see copy of emails attached); he confirmed the refund was "in next week's check run" on March 20th

  Subsequently he has refused to refund my deposit.

  To close out this complaint I want a full refund of my $3,242 deposit

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

  Business Response

  Date: 05/14/2025

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

  
  We are writing today to formally respond to a consumer complaint (#********) and provide all of the evidence necessary to show we have operated according to the terms and conditions of a clear, concise and easy to understand signed customer contract along with standard business practices. I apologize about the delayed response, the email Im using here is the best one to reach me from here forward.  
  
  Colonial Insulation has been proudly serving customers throughout *********** since 2008. In that time, we have maintained an excellent BBB rating in addition to positive customer reviews on ******, Yelp!, and other major platforms. 
  
  This BBB complaint was from the California-based landlord of the property in question (**** ******), and not the local property manager with whom Colonial had a signed contract (*** ****). 
  
  We pride ourselves on managing customer expectations throughout their experience with us. The contract *** **** signed on 2/24/25 (see Exhibit A) was a single page, 7 points long, written in plain and clear English. In this checklist, we spell out very clearly that the customer must provide an obstacle free workplace so we can safely and thoroughly install the installation up to all applicable codes (bullet 1 of 7) and if the customer needs to cancel services past the deadline, the 50% deposit is non-refundable (bullet 2 of 7). 
  
  February 12, 2025
  *******************************
  When *********** *******, owner of Colonial Insulation, arrived for the initial site visit and estimate, he was unable to tour the full property because the tenant was home and their dogs were loose. With the guidance of property manager *** ****, he was able to view the crawl space from a hole in the closet and the property manager assured ***** that the 3-foot clearance we viewed in that spot was representative of what Colonial would expect throughout the rest of the home. 
  
  With this in mind, ***** prepared a two part estimate for the portion of the house he personally witnessed 3-feet of crawl space clearance and the rest of the house he could not survey. The property manager then had several weeks to visually inspect the rest of the crawl space before Colonials crews arrived. The property manager had plenty of time to amend his service agreement. 
  
  With the property managers approval, Colonial blocked a crew of three and a spray foam truck for two full days to complete the job. 
  
  February 24-February 25
  *******************************
  When the crew arrived, it quickly became apparent that the rest of the house did not have the 3-foot clearance we needed to complete the job. Much of this time was spent waiting for the property managers ********* to remove flooring so we could access the crawlspace. 
  
  We informed the property manager that we were going to retain the 50% deposit per our signed contract, explaining our crew invested a half days work at the location, plus both the crew and our truck were blocked off our schedule for two full days, which kept them from servicing other projects. These are standard business practices. 
  
  *** relayed this information to the landlord, ****. **** called us to complain. We tried to negotiate a settlement, but he refused, opting instead to write a negative review on Yelp! (dated April 10, 2025) and file a BBB complaint the same day. 
  
  We hope to resolve this matter with the BBB to keep our well-earned good reputation and rating intact. We can discuss any concerns at your earliest convenience. 
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23185219
  
  I do not accept the business's response as a resolution to my complaint because the information Colonial Insulation submitted is incorrect.

  First, I am not "California Based" - my home is in ********* NH less than a mile from the rental property.

  The original quote and contract signed (attached) was in 2 parts with consideration of access to the crawl space for the living room floor if not accessible. No exception was given for the kitchen floor.  when quoted ***** of Colonial made no attempt to inspect the access.

  Yes, ***** did make a settlement offed of keeping $1,500 of the deposit for the costs of getting his crew there which I rejected based on the fact that it was Colonial's mistake and, per the quote, onlly1 hour was allocated to "Travel and prep work".  I feel that $1,500 is excessive for one hour of crew time.  He did not provide any counter proposal; he did commit to refunding my deposit in full in emails.  Subsequently he has refused to process that refund so I have posted their response to this this situation on all available review sites (and shall continue to do so).

  Note that upon Colonial's request I arranged for my tenants, their children, and their pets to stay in a hotel for 2 nights while the work was done incurring $500 in expenses.  I have not asked for reimbursement for this.

   

  **** ******

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