Complaints

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

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  USA Insulation of Rhode Island

  840 Cumberland Hill Rd Unit 113 Woonsocket, RI 02895-5657

• 

  USA Insulation of Rhode Island

  21 Commerce Rd Newtown, CT 06470

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:04/17/2025

  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.

  USA insulation came to my condo and put foam insulation in most of my walls. They had promised that my energy usage would drop significantly and my humidity problems would be reduced. Neither of those were true. They also ensured that the patches would barely be visible They left Styrofoam plugs in the walls instead of properly closing them, the Styrofoam swells and expands when the humidity changes causing bulges on the walls. They also cut holes along my ceiling only to say they could not put insulation in them. They then patched the holes with Styrofoam again. There process left significant cosmetic damage that will ultimately lead me to have to replace the Sheetrock in most of my condo. After I wrote a bad review on ****** about the experience, they connected with me to discuss how they could remedy things. They sent their "installation manager" (the same guy who installed it in the first place, to see what they could do. He said he would patch and fix the holes so they were not visible. He just needed to go back to the office and discuss timing. Once he went back, they changed their stance and said that they could either put more foam in the walls or just put more compound on top of the plugs they already put. Neither of those would solve the visible issues (especially the ceiling). Now I am stuck with cosmetic damage, useless insulation, and a credit card balance that was used to finance the project. The customer service has been awful, and the product is definitely not what they convinced me to purchase when the sales person sold it to me.

  Customer Answer

  Date: 04/28/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/29/2025

  Dear ****,
  Thank you for your continued communication regarding the insulation work performed at your home. We value your feedback and want to address your concerns directly.
  To clarify the points raised in your recent message:
  Sales Expectations and **********************************start="429" data-end="432"> During the initial consultation, you were informed of the potential benefits of insulation, including energy savings and noise dampening. However, as outlined in our Terms and Conditions, Section 6: ENERGY SAVINGS DISCLAIMER, we do not guarantee specific energy savings or comfort improvements. Energy usage can vary due to numerous factors outside of our control, such as HVAC system efficiency, window quality, and other variables. While we aim to improve comfort and efficiency, we cannot promise exact savings or resolve humidity concerns. We recommend using insulation alongside other measures to optimize performance.
  Ceiling Work and ******************************start="1109" data-end="1112"> Regarding the ceiling, our team, led by ***** (our Install Manager and one of the installers), assessed the feasibility of insulating the ceiling. After evaluation, we determined that insulation was not possible in the ceiling due to structural barriers. As per our standard process for this type of work, we applied foam plugs and the first coat of mud to seal the drilled holes. This methodfoam plugs and a first coat of mudis USA Insulation's standard for interior sheetrock installations. While we understand other companies may use sheetrock disks, we believe our method is the best suited for injection foam work and is standard industry practice for this type of insulation.
  Post-Installation Follow-Up and Credit for *************************start="1870" data-end="1873"> After receiving your concerns, ***** visited the site to address the issues. While we understand your frustration with the cosmetic finish, we want to reiterate that the work performed adhered to the contract, and the credit provided was for the ceiling area where blown-in insulation could not be installed due to structural limitations. As we mentioned, we do not provide additional services outside the agreed-upon scope unless specified in the contract.
  Proposed ********************start="2362" data-end="2365"> We want to resolve this matter fairly and ensure that the work meets your expectations. To address the remaining concerns, we are willing to:
  Apply a second coat of mud to all the areas where holes were drilled. This will prepare the surfaces for sanding and painting, leaving it as a rough patch, in line with our standard practice.
  Insulate the room that could not be completed during the original installation, ensuring that the insulation work is completed as per our original scope.
  Please note that this will be the extent of the work we can provide as part of our commitment to addressing your concerns. We hope this resolution will meet your expectations and improve your experience with our service.
  If you are agreeable to this solution, please let us know, and we will coordinate the next steps to schedule the necessary work.
  Thank you for your patience, and we look forward to resolving this matter promptly.
  Sincerely,

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

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Your salesperson made the guarantees. Any reasonable person would not have spent any money on the product without an understanding of what the results would be. I understand that they may vary, but this was completely ineffective and should not have been sold to me in the first place. 

  ***** should not have cut all of the holes in the ceiling in the first place. I told him he could remove one of the lights and check that way. He said it would be fine and then had the assistant cut all of the holes before checking. If he didn't want to remove the light, he should have checked after the first cut. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:01/24/2025

  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 5/22/24 USA Insulation applied insulation to our attic for a cost of $5500. The company had come out the week prior to perform an inspection of our home (including a visual inspection of our attic by ****************************** and advise on recommendations for insulation. The insulation was sprayed into our attic and immediately afterwards we noticed a hole in our bedroom ceiling that occurred during the insulation process - this was not mentioned to us by the team while they were installing. More importantly, we immediately noticed 50% of our electrical outlets were no longer working - this occurred immediately after the insulation. We called USA Insulation immediately and were told to call our electrician. Our electrician came out and notified us the electrical system was damaged in the attic and *** insulation applied incompatible insulation to our active k*** and wire tubing electrical system which created a fire hazard and needed to be re-wired. During initial consult and insulation process we were never asked about our electrical system or advised it could be incompatible with their insulation. They visually inspected the space and said there were no concerns. We then paid $15000 to re-wire the home for safety and $4200 to repair holes in wall/repaint walls for electrical work. I have outreached to the company through calls/emails 38 times from May 2024 - October 2024 with varying responses. We were initially told to re-wire the home and send USA Insulation the bill, after we did, we were told they were sorry and if they knew the k*** and wire tubing was active they would not have applied the insulation. They said despite this they are not responsible and would not provide any type of reimbursement. Management very avoidant, difficult to speak with upper management despite numerous requests. Spoke with ******* ****** (office manager) - would not let me speak with anyone higher until after 32 attempts, then spoke with "**** *****" who claims company not at fault.

  Customer Answer

  Date: 02/04/2025

  I have not heard from the business in response to my complaint. Not surprised based on our experience with them.

  Business Response

  Date: 02/19/2025

  USA Insulation of RI takes customer satisfaction seriously, and we appreciate the opportunity to respond to Ms. ****** concerns.
  

  Work ******************start="456" data-end="459">Ms. ***** hired USA Insulation to upgrade the attic insulation in her home. The agreed-upon work included the removal of existing insulation, air sealing, and the installation of new blown-in fiberglass insulation to improve energy efficiency. Our team completed this work professionally and in accordance with industry standards.
  

  Addressing **************************start="823" data-end="826">After the installation, Ms. ***** expressed concerns regarding her homes electrical system. In response, we sent a technician to inspect the attic, documented the work performed, and provided photos for reference. Additionally, Ms. ***** was advised to discuss her concerns with a member of our leadership team.
  It is important to note that our contract clearly states that USA Insulation is not responsible for pre-existing conditions in a home, including electrical, HVAC, or plumbing systems. The insulation product we used, PROPINK L77 Loosefill Fiberglass Insulation, meets the highest fire safety standards, including:
  Flame Spread: 0 (ASTM E84, ULC S 102.2)
  Smoke Developed: 0 (ASTM E84, ULC S 102.2)
  Noncombustible per ASTM E 136
  Class A Fire Rating (highest rating for fire resistance)
  

  Resolution *****************start="1679" data-end="1682">To assist Ms. ****** we remained in communication and advised her to obtain an estimate for any necessary electrical work. On 6/6/24, we spoke with Mr. ***** ****** who stated he would obtain a quote from an electrician and provide it to us. On 7/30/24, Ms. ***** submitted an invoice for $15,000, which covered a full rewiring of the home, rather than a specific repair related to our work. Given the scope of the invoice, *** Insulation is unable to assume responsibility for these costs.
  It is important to note that Ms. ***** did not have authorization from us to proceed with the electrical work. I requested a quote for the electrical work, but Ms. ***** indicated that her electrician deemed it a fire hazard and insisted that the work be done immediately. However, the insulation we installed was the same material that had been previously removed, and there was no greater risk than existed before the installation.
  

  Commitment to ******************************start="2648" data-end="2651">While we believe we have fulfilled our obligations under the contract, as outlined in our terms and conditions, USA Insulation is not responsible for any pre-existing conditions or issues related to the electrical, HVAC, or plumbing systems in the home. We are unable to assume responsibility for electrical repairs or any costs associated with them.
  We appreciate the opportunity to clarify this matter and remain committed to providing high-quality insulation services. If further clarification is needed, we are happy to provide it.
  

  ******* ******
  Office Manager
  **************************************************************
  ***************************
  
  *** Insulation of SNH
  ******************************************************************************
  O ************ 
  USA Insulation of Rhode Island
  **************************************************************************************************
  O ************
  *** Insulation of ***********
  ********************************
  O ************ 

• Initial Complaint

  Date:03/08/2024

  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.

  *** INSULATION came to my home to talk to me about insulation. I was told there would be guaranteed energy savings with their product. I agreed and the job was done. My home is still very cold and I am going through at least 100 gals of oil a month. I am finding no savings. I put a poor review up on ******** and was contacted by them stating they would come out to thermal scan to see if there were "spaces". They never came out and have not called back. I had to change out a socket and found the foam material they blow in simply falls apart. I do not see how this would have any insulation value. I paid ****** dollars to help me SAVE money but have not saved a dime.

  Customer Answer

  Date: 03/19/2024

  
  
  The business has contacted me and has.made an appointment to come to my home to research issue.  However, this does not FIX the problem, at this time, nor do I know if they will fix the concerns in reference to complaint #********.   I have yet to accept any resolution in regards to this issue and believe this to still be an open issue.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 is over promising and upsells on what there product can deliverer. I was told during an energy saving survey that I can use more insulation in my attic. I contacted *** insulation and there salesmen keep pushing for me to do the whole house and i told him that I was told that since the house was built in 1983 that i already have insulation in the rest of the house. There salesmen continued to push for doing the whole house, because as he explained i will not get a good "seal" if i only do the attic. I originally said no because it came with a 11k price tag, i said no, so he offered me 0% interest and a $200 payment and I finally said yes because what was promised was amazing and I had be dealing with a drafty house for a while. I was insured the issues can be resolved with good insulation. They came the next day, the salesmen was on time for use to sign the financing paperwork but the crew were there 1.5-2 hours late (promised a 8am-830 arrival). The job was rushed and a messing was left, they sent a crew back to clean up but I'm still fining insulation in my garage. Three months later my house is still cold and the issues I was told would go away are not 11k better. I gave them a bad review on ****** (just ****** for now), and told them I will update it if the resolved my concerns. I asked for pics of the insulation to prove the work was done because the issues have not gone away and the pics were dark and did not prove that all the work was done to contract. I received and email from one of their reps asking me if a would adjust the review and I explained that i was still have issues and what was promised was not delivered, they have since stopped commutations with me after i told them I will be submitting a BBB complaint. This business is misleading hard working people, I was ready to settle on the 4k attic only option but every time a better deal for financing became available, now I still have a drafty house and a 11k loan.

  Customer Answer

  Date: 02/01/2024

  I have not heard from the business in response to my complaint. I advised them on the last email I sent to them that I was not happy with there service and that I was going to contacting the BBB, I gave them a few weeks and they did not response to that email either.

  Business Response

  Date: 02/07/2024

  We did have discussions with this customer in reference to the mess that was left.  They were very disappointed in that.  We did go out and clean up and offered to pay for some damages.  the complaint on ****** was not about the home being drafty still.  They have never discussed that with us.  When the guys went out on 11/13/23 to clean up it was all taken care of.  I understand fully about being cold and wouldn't want to spend that money to feel drafts.  I will reach out to them about the drafts to see if they can tell us where they are feeling the drafts.  And get a team out to look at it.  We didn't stop communication with them, we didn't know about the drafts.

  Customer Answer

  Date: 02/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  

  So the vendor never offered any type payment for damages after clean up even after I told them I had insulation on my brand epoxy floor I was told I should use all purpose cleaner to wipe it up (which did not work). Next, I told them twice it was still drafty once on the phone with one of there reps and I asked about a thermal test and I was told that they don't do that. On Jan 2nd I response to ******** when asking me to change my review and I never recieved a response (will attach email). I have not heard from them since. Unless ******** does not work there anymore then they should have received information on my complaints.
  

  
  

  Business Response

  Date: 02/29/2024

  *********,

  Thank you for your business and working with me directly on this situation to come to a resolution.

  I will continue to work with you until the end- if you need anything you can reach out to me directly.

  ***************************- Office Manager

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

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

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Still waiting on the business to send someone to my house to see if the issue can be resolved, communication has slow down dramatically (2 responses in 2 weeks, stated good but we are at the same point where we started either none or long waits between responses), last communication was 5 days ago have not heard anything since, before that she states she was on vacation. Waiting on response about an appointment, issue continues.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Arismendy