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Business Profile

Insulation Contractors

Koala Insulation of Pearland
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 home has sustained damage to the subfloor due to moisture that was not properly addressed. After the initial visit from the contractor (10/14/24), my husband attempted to follow up, leaving multiple voicemails (10/17&10/18) without response. Our restoration company contacted Mr. ***** last Thursday (10/17/24), discussing the damages and potential costs. Mr. ***** said he would contact his insurance provider on Friday. Sunday evening, I sent an email detailing our concerns and followed up with a phone call Monday, 10/21/24. During our conversation, Mr. ***** admitted he had not contacted his insurance provider. He also requested an invoice, indicating he might prefer to pay out of pocket rather than file a claim. The restoration company then provided the necessary estimate.
    The current state of our home is distressing, considering my child's compromised immune system and respiratory issues. We are experiencing symptoms that may indicate mold growth. We believe Mr. ***** is liable for the damages resulting from inadequate workmanship, specifically the failure to properly dry the subfloor before installing spray foam. A plumber has verified there are no leaks contributing to this moisture issue.
    Mr. ***** has attempted to make contact with us (10/23/24) and offered a settlement of $15,000 to partially repair the damages. We know that he is liable for the damages done to our home. Mr. ***** and his crew did not properly check the moisture before applying the closed cell insulation. When installing the spray foam, Mr. ***** assured us that the moisture level would be need to be below 18%, and if not, he would bring in heat fans to dry out the sub flooring. Upon realizing that there was an issue with the subfloor, we had the floor tested for moisture and the levels throughout our home were above 50%. The majority of our home’s subfloor is rotten due to trapped moisture.

    Customer Answer

    Date: 11/20/2024

    Better Business Bureau:



    This letter is to inform you that Koala Insulation of Pearland has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/23/2024 and assigned ID ********.



    Regards,


  • Initial Complaint

    Date:11/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased an attic fan and installation on October 27th, 2023 for the amount of $1,383.25. The fan was installed but has not functioned since installation. They sent a crew out and they determined that a new thermostat was required and the roofing company that did the installation in their behalf will need to do the repair. Through multiple calls to Koala (Amanda ***** 918-********) I was told that they would have their roofer on site today (11/9/2023) between 10:00 and 12:00 cst. The roofer never showed up and the fan is still not functioning. Amanda ***** is not answering my calls and I have left a message with their answering service but have not heard back.

    Business Response

    Date: 12/12/2023

    We have already worked with Mr. **** and resolved this issue. I did in fact return his calls, and the fan was replaced at no additional cost to him.

    Thank you, Amanda *****

    Customer Answer

    Date: 12/12/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  







     

Koala Insulation of Pearland is BBB Accredited.

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