Complaints

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

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  USA Insulation of Buffalo

  3576 S Benzing Rd Orchard Park, NY 14127-1703

  
• 

  USA Insulation of Buffalo

  183 Periton Pkwy Fairport, NY 14450

  

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:Billing 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.

  February 5, 2024 USA Insulation came out to insulate my house walls. I paid $6,172 for this. January 2025 I removed a wall for a bathroom remodeling project and found very limited insulation. USA Insulation came out and looked at it and also did a thermal image of other parts of the house. The thermal image showed not much heat loss. They did not do a thermal image before insulating so they cannot say the lack of heat loss showed they covered the house. Brian said the issue in the bathroom may have been their tube for spraying the insulation may have got hung up on a wire mesh that tile was adhered to on the wall which was attached to the studs. I don't buy this, and they should have known there was an issue and corrected it. I questioned the integrity of the rest of the house. Brian offered to drill holes in every room to check which I turned down. I did drill 3 holes in the garage which backs up to the living room. One hole showed insulation but not to the bottom. Two other holes showed no insulation. I left two messages by phone reporting this and an email with pictures. They have not responded. They offered me $250 for the bathroom, before I drilled the holes, which is less by percent than what that room represents. I turned them down because I question what is in the rest of the house, which is supported by the holes I drilled. I paid to have the house 100% insulated and of the 8 cavities I have checked none are filled. The thermal imaging did not find the issue in the living room. There are other signs that the foam did not overcome the existing insulation only filled behind the backing. Person I was communicating with was Brian the GM.
  
  Bottom line I paid to have my house 100% insulated and 8 out of 8 areas are not. Telling me the rest of the house will be the same.

  

  Business Response

  Date: 02/25/2025

  When Mr ******* reached out to us about his concerns while renovating his bathroom, we came out and inspected the area of concern. We advised Mr ******* that we would correct the area of concern for him as well as provide a complete thermal scan of the rest of the area worked on. Mr ******* refused to allow us to fix our work and demanded a 50% refund ($3,086) for all of the work completed. We then provided a thermal scan with our $2,400 thermal camera (the same camera NYS uses to inspect our work). Mr ******* said that he didn't trust the thermal camera and again requested a refund of $3,086. He would not allow us to fix his issues and refused to come to an agreement of a reasonable refund. We cannot base any type of refund on anything other than the facts and the tangible information we gather. We will not be refunding $3,086. We are currently stuck between the $250 we offered as compensation due to the fact that he doesn't want us to fix the issue and the $3,086 refund he is demanding. We have no issue with correcting our work to make it right for the customer, however there is no refund clause in the contract that would cause us to accept a 50% refund based on a small area of the house not installed properly.

  Customer Answer

  Date: 02/28/2025

  If this is the contract they are referring to I do not see a no refund clause? I also do not see my signature. I don't know how they will make this right? The area has no inside wall currently. I told them I will be putting fiberglass insulation in that area so I know it is done. The other areas I checked they have not addressed. The last areas I checked should be representative of the rest of the house and is incomplete. 

• Initial Complaint

  Date:12/17/2024

  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.

  They had been avoiding to come back to fix properly siding after they put insulated in the house and the siding were some damaged and supposed to come back to replace the damaged siding and never did..I kept calling them complaint and all they said will take care of it and never action to come back so it has been since June 2024 to present.

  

  Business Response

  Date: 01/09/2025

  When our crew went out to install Mr. *****'s insulation, there was damage caused to his siding. We have been out to Mr. *****'s residence 8 times since the original damage was done and several more attempts were made during this process as his schedule is extremely challenging to work with. After the initial damage was done, we advised Mr. ***** we would replace the siding that we damaged and offered to paint it to ensure it would match the rest of the house. After all siding that we had damaged was replaced we sent out a crew to paint for him. When the crew arrived Mr. ***** began pointing out additional pieces of siding that he wanted replaced, however we did not do any work in these areas he claims where additional damage was done. Not being satisfied, he sent the crew away and did not let them paint. We have explained to Mr. ***** several times that we did not cause this additional damage. After many attempts to schedule and contact Mr *****, we had advised him that we considered the matter closed.

  

  Business Response

  Date: 01/10/2025

  We have our extended history with Mr. ***** documented in the notes on his file as well as the recorded phone conversations. As far as we are concerned, we have gone above and beyond in our attempts to satisfy Mr. ***** and this matter is closed on our end.

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  ******** *****
  
  I will take pictures and video this weekend to proof as evidence

• Initial Complaint

  Date:08/13/2024

  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 paid USA Insulation to have my house insulated. My house was not insulated. The amount I paid was $8,300.00 (in full) in December 2022. After my house (supposedly) was insulated I called the company (USA Insulation) and spoke to Chris (Manager) and he informed me that he was getting a lot of calls from costumers stating that their houses are still cold. He stated that the guys who came out to do the job were fired. He then came out to my house and inspected it and sent a new crew out to do them job. They came out and my house was still not insulated as they state on the commercials. They came out 2 times after the original date. I have tried calling and I am getting no response from USA Insultation. I called my congressmen's office and they pointed me to your establishment as to where to start a complaint.

  

  Business Response

  Date: 08/15/2024

  USA Insulation insulated the walls of Mr &
  Mrs ******** home in December 2022 for $6,300. We received a call from him
  8/30/2023 with concerns that he was still feeling drafts. We went out &
  verified his walls were fully insulated, however his attic lacked any
  insulation. We fully insulated his attic at no additional cost for the
  inconvenience. We have been in contact with Mr ******** numerous times since
  then and have gone to visit and verify the house was fully insulated. Our
  insulation is in and doing exactly what it is supposed to do. Mr ******** still
  complains he and his wife are constantly cold, we have advised him to contact
  an HVAC company to ensure he has the proper heating for his house as there is
  nothing more we can do for insulation in his home.

• Initial Complaint

  Date:04/04/2024

  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.

  Poor workmanship left me paying 700 dollars out of pocket to repair and complete project work and damage done during job. Left drywall and house electrical to need repairs and replacement for home to be returned to condition it was before project start.

  

  Business Response

  Date: 04/09/2024

  We were hired to insulate **** ********’s residence on
  12/28/2023. The job was completed same day. We then received a call on
  2/13/2024 when Mr ******** advised us that he noticed an electrical issue in
  his home a few days after our work was completed, so he hired an electrician to
  resolve the issue. We immediately refunded him the $595 that he paid for the
  damage we may have caused.Mr ******** then requested we refund him $775 for drywall
  repairs that he had already paid for prior to contacting us. Prior to the crew
  beginning work on the inside of his home, Mr ******** agreed to that work and
  the crew advised him that, per our contract, when drilling on the inside of the
  home we will plug & patch holes drilled with 1 coat of drywall joint
  compound and he would be responsible to sand, apply another coat & paint
  himself. He also agreed to those terms.Once the crew had completed the project and left for the
  day, Mr ******** realized the work he agreed to was going to be too much for
  him. He hired a third party to repair all of the holes, then contacted us
  afterwards for a reimbursement. As per our contract, we did not agree to
  reimburse him.Based on this information, it is our position that Mr
  ******** is not entitled to any additional compensation.

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  **** ********
  
  
  This is not what was agreed to. The sales pitch exact wording was plugged patched leaving light sanding and painting. This is not what happened. The amount of mud and sanding needed a special sanding machine and two days of labor. Light sanding was not the case. Job was also approved by there manager who said it was sufficient so why would I ask them to fix something they should have done right the first time. Finally I asked them to meet me half way. Not the full amount of the repair. Ty

• Initial Complaint

  Date:08/04/2023

  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.

  This business installed spray foam insulation in our home.
  
  First they lied about getting a rebate from the government on top of a tax refund. That wasn’t true.
  
  Then they lied about the rate of the financing saying it would be like a car loan. It was 6 months free then 20% interest. A credit card.
  
  Then they cut wires in our house so three of our outlets don’t work. It’s been 3 weeks now and no resolution. They have sent guys out but no one has been able to fix the problem. They tell me electricians are coming 5 mins before they arrive. The electricians show up in an unmarked van cursing up a storm on camera and banging on our windows. We rushed to get home but they were gone by the time we got back. Who were those guys?

  

  Business Response

  Date: 08/07/2023

  Mr ****** has been very patient with our attempts to resolve
  his issues. We certainly apologize for any misunderstanding when it came to the
  financial aspect of his experience with USA Insulation. We have sent our sales
  representative through additional training to ensure our product and services
  are communicated properly to avoid any future confusion.
  We have been out to Mr ******’s residence multiple times to
  correct his issue. We had retained an electrician to come out to Mr ******’s
  home to resolve the issue, however the electrician was an hour and a half late
  and the customer was no longer home. When he advised us of the actions of the
  electrician he noticed on his doorbell camera, we immediately severed the
  relationship we had with that company.
  We have agreed to let Mr ****** hire an electrician of his
  choosing and we will cover the cost of the repair that occurred during his
  installation. 

  We have maintained communication with Mr ****** during this process and will continue to do so until he is satisfied with the result.