Complaints

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:12/05/2022

  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.

  I had Greenstar install their insulation in my warehouse in 2019. They installed the ceiling and I did the walls immediately after they left. In LESS THAN A YEAR the insulation started bubbling and cracking. After 2 years of patiently trying to resolve the issue, the owner ultimately refused to remedy the problem and cited "overheating" as the cause. Isn't insulation supposed to keep the building from excessive heat?! Either the product doesn't prevent excessive heat (which is why I installed it) or the product is defective. Please note that the Product Warranty also states nothing about excessive heat; it reads: "Greenstar Panels are warranted for a lifetime for shrinkage and deterioration. This does not include any external damage which may occur due to puncture or breakage caused by excessive pressure placed against the panels." I'm sharing this review because I was sold a clean looking finish (as referenced in the brochure) and was dealing with a pealing, bubbling, deteriorating looking finish < 1 year later. Unfortunately, the owner doesn't seem to stand by his product or product warranty. Please see photos for reference.

  Business Response

  Date: 01/11/2023

  Contact Name and Title: ******************* Pres.
  Contact Phone: **********
  Contact Email: *************************************
  This is response to *************************** complaint.
  On 9/27/19 we took an order to insulate his metal shed roof and sell him the material for the walls for him to install.
  On 10/8/19 we installed the panels on his roof and left him the material for the walls.
  Then on 7/8/2020 he contacted me with some questions about installing the panels on the walls.
  He sent me a picture on 1/24/21 showing some of the panels with wrinkles in them.
  I asked him if he installed the wall panels and he said he got some of them up.
  On 7/21/22 I went over and looked at the job and could see that the panels had wrinkles on the plastic *****.
  I brought a sample back to Insulfoam the manufacturer for them to determine if it was a manufactures defect?
  They determined that the only way that could happen is if the panels were exposed to extreme heat or chemicals.
  I asked Insulfoam the temperature of the heat welding process when laminating the white ***** on the *** and they responded "305 to 320F depending on the speed of the machine laminating the material"
  The 2 inches of foam was not compromised only the plastic ***** that was exposed to the inside of the interior of the building.
  Keep in mind that all insulation products are sold to stop the heat whether it's expanded, polystyrene, spray, foam, or fiberglass, and our product stops the heat when it is properly installed.
  There is no concern for the performance of the product only the appearance.
  In my 12 years experience working with this product I have never seen the ***** wrinkle like that but we have always installed complete jobs and not left areas unfinished.
  Metal buildings without proper insulation can reach extreme temperatures in the summertime and damage many types of materials.
  Because the metal radiates heat from the sun they can reach extreme temps much higher than the outside especially when the building is closed and does not have a way for the heat to escape.
  Insulfoam determined that it was not a fault of the material, but that the material was exposed to extreme heat or chemicals so they did not feel like they had any negligence on their part or that the product was defective.
  Since they are my supplier, I have to go with their determination since they are the ones that determine the specifications and the manufacture the product!
  
  See Attachment/File: 18691E59-6964-4914-B6A9-003295A80BD9.jpeg