Complaints

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my home foam insulated by USA INSULATION and this did not work. The foam disintegrated and caused mold and wood rot. Now I have holes in my house causing more hot and cold air to enter. I want a refund. I paid 6200$ for nothing. I was fooled to believe this was good for my house.

  

  Business response

  08/07/2023

  If you are having problems with your foam, please call the office for customer service. We offer a lifetime warranty on the product and the service. If there is a problem, the recourse is to contact the office so we may schedule a time for a crew to come inspect and repair any issues. We do not give you your money back

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had U.S.A. Insulation out in July to insulate our exterior walls. Just as they are finishing they blew out my plaster wall. They sent out a gentleman to fix the wall and he did an ok job. But he told us he had remove the new insulation and U.S.A. Insulation would need to come back and re-insulate the wall. The service person said he doesn’t repaint walls. We contacted our rep and she said for us to repaint the walls and U.S.A. would reimburse us for labor and the paint and she would make sure U.S.A. would come out and put in insulation in the area the blew out. U.S.A. said text them the paint receipt and they would just double it for the labor. So far no replacement of the insulation no money for paint or labor. Now winter is on us and house is not warmer and my electric bill is not lower so other the extra work and the money spent for the paint. We got nothing for what we spent money on.We did however get to spend time and extra money in the end. In summary blown out wall with no insulation, cost and labor to finish their work and house is still cold. We bought new Pella window last year and they did more for the warmth of our home than did this insulation

  

  Business response

  01/12/2023

  We just need *** to give us a call to get on the schedule. We can swing by any time we are in the area the fill that one spot that was damaged. When you call to schedule the service, inform the office of the amount spent on paint and they will get a reimbursement out to you immediately. Thank you.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Constituent purchased new insulation from USA Insulation. Claims that they did not use correct materials nor do the job correctly. They will not return phone calls.

  

  Business response

  07/15/2022

  We only use one foam material, a product we make and manufacture ourselves. The claim the customer is making is impossible. The customer needs to call during normal business hours. We have three staff members sitting here from 8am to 7pm everyday. We will honor our warranty and check on any concerns but we will not be issuing a refund.

  Customer response

  07/17/2022

  I have had issues starting almost immediately from the date of install. I had told the salesman that I would buy their product only if it would insulate my entire home. I had him look at my main floor and the upper floor. I told him that the upstairs was just as important, if not more important than my main floor. It would be either drastically hotter or colder than the main level. He assured me that their product would take care of my issues and save me money on my heating and cooling bills. He originally told me that it would cost $8000 to insulate my 1314 square foot home. I told him that I am not paying that. After a 2 minute phone call to his boss, they dropped it to $6000. That should have been a red flag right then but I foolishly believed him and that this product would actually work. After the install, I didn't notice any difference. I had started making the phone calls then. I eventually spoke with the manager of the Hilliard office. After trying to argue with me and being disrespectful towards me, she told me to put a window ac in and to buy a heater. I told her that that was the reason I purchased their product so that would not be necessary. She then said that I should not have bought a cape cod. I then called the Dayton office. Sandra seemed to be nice. She got the lead installer to come out to use a temperature gun. He said that he found a couple of spots. He sent the guys back to supposedly fill more. He also said that they would send a guy to check with the temperature gun again in the winter for more p issues. I continued to have issues since. The upstairs was terrible as well. I had called both offices eleven times in the year that I had this installed. They would not answer or return my calls. I have even text messaged Sandra and she would not answer me either. Plus, my gas and electric bills have gone up, not down, since the install. I have health issues. That was the main reason for me buying this insulation in the first place. So after numerous calls and texts, hoping that they would honor the lifetime guarantee, I had no choice but to have another company fix all that USA Insulation did (or did NOT do) to my house. Not only did the new company fix everything. Now both my upper and main floors are equal temperature. I am no longer having breathing and other health issues. I am also no longer having any issues with my home. I wish I would have had the second company come here first, instead of USA Insulation. If I knew then what I know now, I would have never even called USA Insulation in the first place. I should not have been lied to. I should not have been promised all of these great things to only find out nothing was true. I honestly just don't understand how USA Insulation is even allowed to operate here. I was mislead and taken advantage of. I would appreciate a full refund because of everything that I was put through, how I was treated, and the extra money I had to spend for my utilities over this last year. I deserve that much. The least I will except is to reimburse me for the cost of the second company that came out and filled all of my walls and attic spaces with correct and proper materials. The cost of the second company was $4295. I will also terminate the "lifetime guarantee" that USA Insulation would NOT honor. I will not contact them ever again. Thank you for your time. I do hope that this will be resolved quickly. If you have any questions, please feel free to contact me here or call me at ###-###-####.

  

  Business response

  07/21/2022

  The first complaint from the customer stated that we used the wrong material. Now she comes back with an entirely different claim. We have not had any communication with this customer since Aug of 2021. If she was still having issues, we would have come back in the winter as stated to honor our warranty- not a guarantee, our contract states directly on it that we make no guarantees. If the other company found areas that had not been insulated per the terms of our contract, that should have been on us to fix and remediate, per the terms of our contract. We will not be issuing a refund. We went back to the home and found that the house was completely full barring a few small spots that we returned and fixed. It would have been impossible to add any more insulation to the walls- we had already filled with foam. The other contractor would have had to remove the drywall and do a complete remodel on the house to replace our foam. Whatever they may or may not have done, it would have had to be in addition to the scope of work we were originally contracted to do. We completed the work per the contract.
  

  Customer response

  07/27/2022

  The original complaint was sent in by the attorney general's office, not by me. The material is not good. What they had put in my exterior walls of the main floor only, they may say it is foam but it does not stay as foam. The small amount I have I placed in a ziplock bag, I had gone back to look at it about a month later and it had turned into dust. I still have that bag of dust. I stated the major issues that I have had on my last rejection. I have proof of a total of 21 points of contact starting from the beginning of July of 2021 to June of 2022. Justin, the lead installer, did come out in the beginning of August 2021. He did find several issues. He also said that he would send out the installers to fix the problems. When they came out, they were there for approximately 10 minutes to address one area ONLY. That was it. Justin told me that he would come back in the winter to check everything again. Even though I did try to contact them in the winter, I never received contact in return. I was left with no choice but to contact a different company to do the work that USA Insulation did not do or fix. I was shown that there was zero insulation to the knee walls of the second floor, no baffles installed as noted they would do by David the representative that promised and wrote in his own handwriting on the contract and zero insulation installed in the attic/ceiling of the second floor as noted they would do in the contract. What was stated in the contract was not done. Like I said before, I would like a full refund of the $6000 that i financed. The least that I will except is the $4295 that I had to pay a different company to do the work that USA Insulation did not do according to their own contract

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

   I am 81 yrs old. I purchased insulation on 1.23.21. Insulation was installed on 2.4.21. I have financed through ***** *****, and paid $403.36, I owe $3850.53. I noticed there was a problem immediately. They did not put all of the insulation in. It did not do what it was supposed to do. My walls were and still are cold. By March, I had not saved any money like they promised I would. The salesman said: "you know how people complain that there coffee cups are cold? And I said yes. He said my coffee cups would never be cold again. Well they are cold. The crawlspace is warm but nothing else.

  I called them immediately. They sent people out. One guy, a big bully, came out and parked in the middle of the road. He told me the job was done. I told him I knew the job was done, just not right.  

  I have contacted ***** ***** every month since the installation. I filed a dispute with ***** *****.       
  

  

  Business response

  07/15/2022

  We don't make a claim that your coffee will never be cold again. That is impossible, obviously. The customer has already contacted the office to schedule for a crew to come back to the home. Upon inspection they found that the insulation was installed correctly. It is nearly impossible to have more insulation added to your home and see no difference in inside temperature or energy use. The customer is likely on a level billing plan with the utility company. If she would like to contact the office again and tell us exactly where it is that she believes we did not install the insulation all the way, we will send a different crew to come inspect the area. We do not issue refunds for energy usage. The contract states specifically that we make no guarantees about energy savings. If there is an area where the foam was not installed we honor our warranty and fix it.

  Customer response

  07/16/2022

  I did not say coffee, the conversation was not about coffee, but about cups and glasses that were stored in the corner cabinet that would not be cold.   The attic only really was one side of the upper level so that was to be free?

  And I was not given foam? WHATEVER WAS USED i STILL HAVE IT FLOATING  AROUND mY HEAT IS PAID MONTHLY MY ME i DO NOT SEE ANY CHANGE OF ANY OF YOUR WORK?

  AND i WAS FOR SURE OVER CHARGED FOR WHAT YOU DID DO   yOU MIS REPRESENTED YOUR WORK AND THE RESALTS  i AM 81 YEARS OLD AND ! BELIEVE IWAS TAKEN BECAUSE OF MY AGE AND YOUR ADVERTIEMENT!

  AND YOU ARE NOT EVEN USINGS THE SAME PRODUCTS  PLUS YOUR ADVERTISING IS DIFFERENT wHY WOULD THAT BE?

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

  

  Business response

  07/21/2022

  There is no heat inside of your cabinets. When you close the cabinet door, the heat is blocked out. Adding insulation to the wall behind the cabinet does not add any heat. We do not claim this insulation will make the insides of your cabinets warm. The price you paid was directly in line with the average price every other consumer pays for a home your size. We can check walls to make sure they are fully insulated but we do not heat cabinets.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 1/19/22 Installation date: 2/14/22 Sales Representative: Jake S****** Cost of installation: $3,500 3 Main Walls along with the garage wall were insulated. Immediately we noticed that the kitchen which is backed up to the garage wall was still very cold. Cabinet doors and hardware were cold to the touch and contents of cabinets were also very cold. Made several appointments for someone to come out to check from the company - NO Show and NO call. Called back and spoke with the scheduler. She said that they would have to get a thermal scanner then come out and see how much insulation is in the wall. Once they had the scanner she would call to make an appointment. Never happened. I called and made another appointment for Monday, June 6..another no show or call. WE appreciate your assistance to get this issue resolved.

  

  Business response

  07/15/2022

  Please contact the office to get back on the schedule.

*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. ↩