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Business Profile

Insulation Contractors

Koala Insulation of Pittsburgh

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insulation Contractors.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:03/02/2023

    Type:Order Issues
    Status:
    Answered
    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 Pittsburgh was contracted to install blow in insulation in my home. The installers immediately had trouble drilling through the walls in the first room. After 30min of trial and error it was discovered the walls were lined with tongue and groove planks behind the drywall. My home is an older home and this was how the house was built in the early 1900's. The installers contacted Koalas owner, Tina P******** for suggestions and next steps. After their call was over I was informed Koala would not be able to install the insulation due to the unique construction of my home. After asking the installers to drill a few test holes in other areas it was determined the entire home was wrapped in wood planks. At the recommendation of Koala insulation of Pittsburg and the trained and certified installer, I was informed the installation would not be possible. Based on Koalas professional advice a decision was made to stop any further attempts at installation. The installers were at my home for 2 hours in total at the time the decision was made to cease work. Koala's terms state "if a customer cancels within 24 hours or when a crew is dispatched to the job site, the customer will be assessed a day fee of $750 for incurred expenses". I agreed to pay the fee per the contract terms. However, the installers later informed me the owner Tina P******** was invoicing me in the amount of $2,350. The installers were able to fill 2 cavities that measured 16"W x 9'H. Total material used was less than 3 bags of insulation. Tina P******** told her installers because of the amount of insulation they purchased they now had to store this and that was part of the fee. However, during my call with Tina P******** she denied ever saying this. Tina P******** was very dismissive and defiant during our call and even hung up on me at the end.

    Customer Answer

    Date: 04/11/2023

    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.



    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

     

    The issue has been resolved only after Koala Insulation of Pittsburgh threatened me with legal action and a falsified letter from their lawyer. Koala Insulation of Pittsburgh has unethical business practices and a warning needs to be made to the general public prior to engaging in business with Koala Insulation of Pittsburgh.



    Regards,



    ***** ******

    Business Response

    Date: 04/12/2023

    After initial back and forth between the Company's management and *** ******* I was in contact with *** ****** regarding his account and the work that was completed.  I initially sent *** ****** the attached letter outlining the Company's position.  After receiving *** ******'s response, and further discussion, we agreed that he would pay to the Company a total of $750.00 to close out the account, and both parties would consider the matter resolved.  *** ****** made the $750 payment upon presentation and there has been no further issue with this customer.  The issue has been satisfactorily resolved and settled.

     

    Keenan D. H****** Esquire (He/Him/His)
    Founder & CEO

Koala Insulation of Pittsburgh is NOT a BBB Accredited Business.

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