Complaints

This profile includes complaints for Insul-Techs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Insul-Techs, Inc.

  1717 Solano Way Ste 40 Concord, CA 94520-5478

  
• 

  Insul-Techs, Inc.

  3424 Tanager Cir Concord, CA 94520-1520

  

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:05/01/2025

  Type:Product 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.

  Insul Techs came out to repair my gas fireplace, which PG&E concluded to have a small gas leak. They cleaned the unit and determined all the operating components needed to be replaced at a cost of $1960. I called another company for a second opinion and only the connections required tightening. I spent $285.00 on the service call.

  

  Business Response

  Date: 05/09/2025

  Response to Complaint Filed by ****** ***********
  Company: Insul Techs **** (DBA: *************************start="368" data-end="371">Service Address: **************************************
  Service Date: March 10, 2025
  Complaint Summary: Disagreement over fireplace diagnostic and service recommendations

  
  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint filed by Ms. ****** *********** regarding services rendered by Insul Techs **** on March 10, 2025. We take all feedback seriously and would like to provide a clear and factual timeline, supported by service documentation and communication logs.
  
  Timeline of Events
  February 18, 2025: Ms. *********** contacted our office regarding a gas fireplace concern. She shared that PG&E identified a gas leak inside the fireplace unit (not at the main shut-off valve). ********** staff explained we could send a technician to perform a full diagnostic and maintenance service to locate the leak and assess repair needs. She was informed this would fall under our ******************* Fee for $280 plus credit card convenience fee if applicable, which includes:
  Full fireplace inspection and gas line leak detection
  General maintenance and cleaning
  A diagnostic report

  
  March 10, 2025: Our certified technician visited her home and performed the services as outlined:
  Cleaned the unit, including logs, screens, and internal components
  Performed a leak test using a professional gas leak detector and bubble solution
  Found a confirmed gas leak at the fireplace gas valve
  Explained to the client that the gas valve seals were worn and some of her unit components are malfunctioning, as well as braking down and the was leak will continue until those parts are replaced, and recommended upgrading to a Dexen electronic system which will prevent her to replace her full unit but all components will be new and working under a safer condition, as most current of the original parts (including gaskets) are outdated and potentially discontinued
  Provided a detailed parts list needed for the upgrade and explained the rationale
  The client, ******, was present and showed no disagreement with findings at the time. She was given a verbal quote for a Total: $1960.88 which was also going to be sent via email on a formal quote for parts replacement

  . 
  March 11, 2025: ********** followed up via phone to explain the findings again and discuss the upgrade option quote sent. A voicemail was left since the client did not answer.
  March 12, 2025: An email estimate for the suggested upgrade was sent to Ms. ************ No response or request for clarification was received after this.
  
  Billing and Service Agreement
  Ms. *********** was charged $280 (plus the standard credit card processing fee, which was waived since she paid via check and the fee didn't applied) for the *******************, which is a standard flat rate during our seasonal pricing. This service includes labor for inspection, cleaning, and diagnostics, clearly outlined both verbally and in writing (on her invoice and our Terms & Conditions).
  This base charge:
  Covers our technician's travel, labor, and diagnostic expertise
  Was fully explained to Ms. *********** prior to service
  Does not include the cost of replacement parts unless approved by the customer (which in this case, she did not pursue)
  

  Regarding Her Comparison With Another Company
  While we understand Ms. *********** later sought a second opinion and found an alternative resolution by having gas connections tightened, we would like to note:
  Our technician detected a verified gas leak at the gas valve seals, a deeper issue than simply loose fittings. Same As PG& E had found.
  Our recommendation for part replacement was due to worn and aging components for her own safety, not a refusal to perform simpler repairs
  The client was never pressured to proceed with additional repairs and no parts were installed or charged.
  
  Conclusion
  We performed the service professionally, transparently, and in full accordance with what was promised and billed. Ms. ******************* clearly informed of the service scope and fee since the beginning.
  Received the agreed diagnostic and maintenance
  Chose not to move forward with the repair or respond to our follow-up communications
  Did not raise any concerns or complaints to us directly following the visit.

   

  Please see attached Base Charge Invoice sent after the 1st call and agreement on our base charge fee. Notes from the first call, notes from the technicians report, and estimate for system upgrade option. 

  
  I just want to mention that we pride ourselves on integrity and thorough workmanship. We respectfully request that this complaint be closed as resolved, as we honored all terms of service and provided full value for the work completed.

  
  Sincerely,

  ***** Juarez 

  Administrative Officer and *****************start="4462" data-end="4465">Insul Techs ****