Complaints

This profile includes complaints for Standard Insulating Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Standard Insulating Co., Inc.

  9488 River Rd Marcy, NY 13403-2071

  
• 

  Standard Insulating Co., Inc.

  69 State St Albany, NY 12207-2512

  

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:01/25/2025

  Type:Service or Repair 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.

  My furnace went out and I called Standard and they sent someone on 01/16/2025 and was told the motor on my furnace that pumps the hot water throughout my house for heating needed to be replaced. The technician Chris told me they would order the motor and it would be in on Tuesday so I thought my furnace woukd be fixed on 01/21 then I receive call that they can’t do anything until Friday 01/24/2025 then my Dad **** ******* called and spoke to Jason c*** on Wednesday 01/23 and said why is it taking so long to install this motor my disabled daughter and her 2 young children are using space heaters through this article blast and unseasonably cold weather and Jason C*** told me he was sending one of two technicians in next 30 minutes on Wednesday 01/23 then when technician Chris shows up he’s more worried about running my credit card because office was closing at 5pm then making sure first he had correct part and was even able to install part. I paid the office then Chris goes to install part and it’s the wrong motor. Then my Dad immediately the next am Thursday 01/24 spoke to Jason C*** and he stated that he personally reordered motor and they were having it overnighted and eating the 125.00 overnight charge. At that point we were satisfied with resolution with wrong part. Then comes Friday 01/25 my Dad opens a text log with Jason told me he check status of part and if it came in yet he said he would let my Dad know. My Dad then checked gain with a Jason C*** at 4:42pm to see if part was in and he said he was in office waiting for part to be delivered and he woukd let me know as soon as it came Friday 1/25 because he promised my Dad the motor would be installed that day. Then my Dad sent another text ant 5:59 no response then again at 9:09 pm and no response so we just took it they never received part and didn’t even care to let us know it didn’t come in or that they would not be installing that day 01/25 They also charged my credit card on 01/23 for job not done.

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  They came and made repairs, this has been Resolved.   
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair 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.

  I have no paperwork from Standard, so I am unable to give an exact date of their service which was in March of 2024. I have asked several times for paperwork of what they did in my home for my home records. In the basement, just before the stairs leading to the outside, we used a *** ***** ****** Commercial polysocyanurate insulation board, a polysocyanurate foam board insulation with reinforced poly-aluminum foil facers on both sides to snuggly fit in the opening. This board was easily put in place and also removed as needed. We chose this board for insulation and ease of moving it because the stairs lead to our egress from the basement. We frequently use the egress to enter and exit our basement. Standard placed a casing around this opening and attached it with screws to cause a very tight seal for the purpose of insulation. They then trimmed down our used foam board to fit the smaller opening. I notified Standard in March of 2024 the space was no longer usable. It took much effort to remove the foam board, and it is no longer a safe covering for my egress. I have repeatedly asked Ryan from Standard, by both phone and text, for a fix so the opening offers both insulation and continues to act as an easily accessible egress. I have been advised Dave will determine if there is money left to fix the problem. I have also asked for paperwork stating what work Standard accomplished for my home records. Payment for all work was provided by the state of New York, under a program we applied for and were qualified and approved. Standard assisted us in applying for the program.

  

  Business Response

  Date: 09/26/2024

  This project was provided through the Empower NY program, offering free energy upgrades to income qualified homeowners.  The choices of eligible upgrades are approved only by the program administrator, not Standard, therefor, when a change was requested in how to approach the upgrade surrounding the door, our Auditor, Dave, had to process this through the program again.  Dave attempted to get the State to approve a new door.  These change orders and requests often take a lot of time.  Unfortunately, we recently learned that the new door was not approved.  

  Ryan will work with the homeowner to get the foam board updated and to her satisfaction.  We will also mail her a detailed list of the approved upgrades that Standard performed through the program.

   

  Customer Answer

  Date: 09/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I spoke with John by phone, an employee of Standard. Employees of Standard will come to my home on October 2, 2024, to install pressure treated wood and a door with a foam board attached to allow us to use the area for an egress and to also provide insulation.  On this date, the employees will also hand deliver the paperwork I requested.  I appreciate the efforts of the company. 

  
  Regards,
  
  
  
  ******* ********

  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair 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.

  the company has promised a wifi adapter kit for the floor unit for the last four months, no customer service calls, no word at all back from the company...promised 3 times to have adapter kit installed never heard back and techs have been to the house 3 times

  

  Business Response

  Date: 03/25/2024

  Our HVAC Director spoke with ***** ******* regarding the Wi-Fi adapter
  issue on March 25, 2024.  Mr. ******* informed him that during the installation of the equipment, it
  was found that the floor console did not have Wi-Fi capabilities.  He
  stated that the install crew told him that an adapter could be installed to
  correct this issue.  Neither the installation crew nor the service techs
  documented this, so it continued to be missed when technicians arrived to
  evaluate the overheating issue. The Client thanked me for reaching out today
  and getting this resolved. 
  
  At the client’s request, we are scheduled to install
  this Wi-Fi adapter for the client on 4/4 @ 10am.  Our HVAC Service Manager ordered
  the Wi-Fi adaptor, and we will have it in hand tomorrow.  

  I believe that this will resolve Mr. *******'s issues and he is happy.

   

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 

  
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/15/2023

  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.

  On 12/08/21 Standard came to my house and gave me an estimate on a new boiler for my house because the fuel oil boiler no longer worked the price before tax was $8,560 I had no way to afford that at the time because I had too much debt. I worked for 10 months for these guys putting in as many hours as they told me. I spent 3/4 of the 2022 years from end of April to the middle of December i traveled for work for the ******* ***** *** ******** ***** out of town at their Albany Branch. I sat down with Richard in his office in Marcy, NY and him and I talked about how my boiler no longer worked and I asked him if I could have the same 8,560 quote I had gotten the past December and i would just give him 100$ weekly since i was working for him. he told me yes and we shook hands. He sent a salesman to my house take pictures and get a new material list because they couldn’t “find the old contract” Weeks later I called him because I heard nothing and he said we couldn’t do that because I’d be paying for a long time. So when he gave me my new contract it was for $15,510.98 plus tax on 10/11/22. I was working out of town for him with 3 babies and a wife at home and it was getting cold so I had no choice but to take out a loan because I needed the furnace. My complaint and problem is Price gouging I found the old contract and it’s the same as the new contract there’s no way reasonable explanation as to why the original quote was doubled. They installed my boiler and knew/know that it was leaking from the time it was installed to now. They sent a tech out to my house and he told me what was wrong but they never actually fixed it. They didn’t change anything besides cleaning the condensate pump. And now the wall between my garage and basement where the boiler is at is all rotted out and loose and needs to be replaced

  

  Business Response

  Date: 10/19/2023

  I am writing in response to the complaint issued by
  ******* *******.  ******* signed a contract
  with Standard on November 7, 2022.  As
  indicated on the attached signed contract, Mr. ******* agreed to a contract to install
  an upgraded combination boiler.  We
  assisted him in applying and qualifying for a NYSERDA funded loan because of
  the excellent terms and interest rate. 
  The price for the specific boiler that Mr. ******* received was fair and
  equal to that of all our customers.  Also, because this was involved with NYSERDA,
  the contracts are reviewed by the state to receive funding for the loan. Loan
  Term - 180 Months Interest Rate - 3.49% Monthly Payment - $114.66 Amount of Loan $15,900 Application Date – 10/31/22 COVID also changed the dynamics of equipment
  availability and cost.  Mr. ******* fully
  knew and understood the circumstances, which is why there was no concern until almost
  a year later. Mr. ******* abruptly ended his employment with
  Standard, without notice, on January 23, 2023, and began employment with a
  direct HVAC competitor.  We were notified
  of a complaint and due to the sensitivity of the situation (he now works for a
  competitor) on 8/15/23 our HVAC Director and HVAC Service Manager both
  responded onsite to check the system and review the complaint.  They cleaned the condensate pump due to a
  buildup in the pump from a lack of maintenance. 
  They ran the boiler to check pressures and temperatures for both the
  domestic hot water and the home’s heating. 
  Both systems performed as intended and without any issues.  They showed Mr. ******* where the old pipes
  from the boiler were leaking in the mechanical room and causing water on the
  floor of the mechanical room.  It was
  recommended that the customer remove the pipes as they are no longer
  needed.  Mr. ******* questioned whether
  Standard was supposed to do that upon the installation.  After review of the details of the contract,
  no such work was listed to be completed within the description of the work
  scope.  Photos obtained by our photo app,
  that records dates, times, and geo-locations of each picture, show water
  staining on the ground and the wall he has mentioned, on 10/11/22, prior to our
  work being performed. This was a previous issue concerning our installation and
  not related.  Mr. ******* was not charged
  for the pump clean. I hope this helps the BBB understand the circumstances
  surrounding this situation and complaint. 
  If you should require any further information or have any questions,
  please don’t hesitate to contact me. Thank you, Jennifer K**** President/CEO Standard Heating, Cooling & Insulating