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BBB Accredited Business since 07/30/2012
Phone: (801) 695-5713
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Customer Complaints Summary
|Complaint Type||Total Closed Complaints|
|Billing / Collection Issues||1|
|Advertising / Sales Issues||0|
|Problems with Product / Service||0|
|Guarantee / Warranty Issues||0|
|Total Closed Complaints||1|
Complaint Breakdown by Resolution
|03/19/2012||Billing / Collection Issues | Read Complaint Details|
Complaint: Last year a salesman came to my door advertising that his company Thermal Guard Insulation was doing insulation upgrades in our neighborhood and through government rebate programs it would be done at absolutely no cost to me. They also assured me they would file all the necessary rebate paperwork. I provided the information and paperwork they needed and had the installation completed. I was assured on several occasions that there would be no cost to me even if the rebates did not go through or did not cover the cost completely. The next week I was contacted saying there was an issue with the paperwork. They apparently could not get our address right on the paperwork and needed it recompleted. I e-mailed the necessary documents and thought the issue was resolved. A month later I received a call saying they had not gotten the paperwork. He then checked his e-mail and found it. Then several months later I received another call saying they had made another mistake with paperwork and needed us to fill it out again. We did so again. Then later that year I received a notice from Rocky Mountain power saying they had filed the paperwork too late and did not qualify for a rebate. I never received anything from Questar gas on the matter. Then I received a bill asking for payment in the amount $498.62. I called and explained the situation. They then suggested we resubmit paperwork with the wrong installation date on it to fraudulently get the rebate. I said I was not comfortable with that. I also meantioned I had not heard from Questar. They said they would look into the matter and get back to me. I heard nothing from them until March 6th 2012, when I received a notice that my account was past due and would be turned over to collections. I have attempted to contact them several times and my call has not been returned.
Business' Initial Response
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Contractor - Insulation, Furnace Sales & Service, Weatherization
Industry Comparison ChartX
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Utah. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Thermal Guard is in this range.
Types of Complaints Handled by BBB
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
- Complaint resolved with BBB assistance
- BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
- BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
- BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
- Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
- BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
- BBB did not receive a response from business
- BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
- BBB cannot process complaint
- This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
BBB Complaint Process
Industry Tips for Contractor - InsulationFall Inspections Make for Warmer Winters
Heating Your Home
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What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.