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:04/21/2025

  Type:Service or Repair 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.

  In April 2025 hired USA Insulation to spray foam into walls. My home has aluminum siding. The damaged vitrually all the siding on my home. In addition, the siding is stained and now must be painted. You can clearly see on the upper floors and walls they did not touch the siding and paint looks perfect.

  

  Business Response

  Date: 04/21/2025

  This customer DOES NOT belong to the Chicago franchise, we do not service the state of *********  The customer is located in ********, please contact the MIchigan franchisee at **************.

  Please remove this from the Chicago page.

  

  Business Response

  Date: 05/12/2025

  We're currently working with this customer to attempt to resolve his issues.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair 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.

  On February 17, 2025 The sales agent (******) from *** Insulation came to my house to give my wife (*****) and I (****) a quote for getting our house insulated by them. Several times he mentioned that the interest rate would be 1% over a 10 year span. He told us most of the time that either DTE of *************** would cover the cost of the roof insulation, and with that he said what the monthly payments would be. We understood that the monthly payments would be if neither of the two companies covered the roof insulation. On February 26, 2025 the company came out and did the install. When they finished , within a couple of days, we received a call from ***************** which carrying the loan and told us that the interest rate is 9.99% not the 1% which we were told. So before I confirmed the finished job, I called the ****************** of USA Insulation to find out what was going on. They told me that we signed the contract stating it was at the 9.99%. This was done by their sales rep ****** which gave us misleading/lying information. They claimed that they would look into the situation, and they called me back twice with no change of the situation. Not only, that now there is bulging in a couple of my walls with cracked plaster, as a result of them blowing in the insulation. They should not be in good standings with the BBB with this type of business ethics

  

  Business Response

  Date: 03/12/2025

  The customer signed a contract that had the interest rate and monthly payment listed on it.  There must have been some misunderstanding in what ****** was trying to communicate.  Unfortunately in today's economy a 1% interest rate doesn't exist.  9.99% on an unsecured loan is actually a really good rate.  We're sorry to hear about the issue with the walls.  Our service department will reach out to address this.

  Customer Answer

  Date: 03/20/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 03/21/2025

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

   
  I admit that I signed the contract, but under false information.  ****** stated that it was a 1% interest, and if it was not true, he should never of said it.  When he was giving us our payment amount, it was understood as if ***************** nor DTE was covering the roof insulation.  ****** also did not explain very well if at all, that we would be loosing all of our attic storage.

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

  

  Business Response

  Date: 04/07/2025

  Im not able to respond to this complaint on the website.  On March 24^th, there was a service appointment scheduled with this customer for 4/10/25.  Were not ignoring the issue.

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23044783
  
  I am rejecting this response because:  It does not address the lying that their sales **** did from point one.  Another lie he told us, was that there would be no payments due for the first 90 days and I had to make a payment within the first 30 days.  For the repair of an area to me means taking it back to where it was.  Where the repair was done, and was told to me from the repairman, that they don't do the painting.  That is not taking it back to where it was, so now this is going to cost me more money to finish what they did not do.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 04/23/2025

  I will reach out to the customer to discuss the ***air.  In terms of the allegations of lying by our sales *** I can guarantee that we don't tell people they're getting a 1% interest rate.  This rate doesn't exist.  I reviewed this situation with this *** to ensure he's communicating clearly to customers and not being misheard.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23044783
  
  I am rejecting this response because: Both my wife and I heard the sales *** say 1%, that is why we went ahead with it at this point.  We would of waited till after we were able to save money to put a good down payment on the service if it was anything else.  And as I stated before, the sales *** also stated that there would be a 90 day ***** period before payments, and that did not happen either.  Next time I would have to have a recording device going to play back for when the sales *** states something that they can not produce.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 reached out to *** Insulation to help me resolve a heat retention issue in my kitchen. When the sales ***resentative arrived, I explained the issue in detail. Although we recently remodeled, the issue existed prior to the remodel, with remodel work not affecting the issue. Issue:The kitchen always remains 5-6 degrees cooler than the entire home during winter. The sales *** stated this was caused by heat loss in the ceiling due to new electrical work (cam lights, new outlets, etc.). I explained that the heat loss was present before the remodel and that I believed the loss was through the wall the abutted the garage. The *** was adamant and stated he was 99% sure it was due to cam lighting install. He did not assess the area with infrared gun or any other instruments. He stated that they provide warranty for the work but guaranteed my problem would be resolved if cam lighting locations were properly insulated and blow insulation was added to the attic space above the kitchen. I agreed based on the warranty and the work was completed a short time later. It was apparent immediately after (given the outside temperatures) that the install did not impact our inside temperature. We did not gain 1 degree from the work. I made multiple calls and left voicemails for a *** to come back out. I was able to connect with one person who was frustrated when I explained the situation. All he asked was whether or not a thermal gun was used during the assessment, I stated no and he said someone would be out. No one ever came. This year, when the cold temperatures started, I called the company back. They stated only 1 record of me calling last year but sent out a tech. The tech used a thermal gun and found the entire back wall abutting the kitchen to be the cause of heat loss. He drilled a 2 inch hole on the garage side of the wall and confirmed the cavity to be completely empty. He called his boss and explained that I was mislead during the initial assessment.

  

  Business Response

  Date: 12/21/2024

  We're working with this customer to resolve this issue.

  Customer Answer

  Date: 12/26/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 12/28/2024

  The company reached out by email stating they will insulate the wall that should have been originally insulated for an additional $500.00. This was sent to me after I responded to the initial update from BBB, so at the time of my initial rejection response, I did not hear back from *** Insulation. Although I feel its wrong for them to charge me any money given that it was their mistake insulating the wrong area of my house, I need the issue resolved. I am waiting for them to schedule me 

  

  Business Response

  Date: 12/30/2024

  This additional work has been scheduled.

  Customer Answer

  Date: 12/31/2024

  [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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ****** ******

• Initial Complaint

  Date:03/19/2023

  Type:Service or Repair 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.

  *** Insulation quoted me for 384 Sq ft of wall insulation in the front part of my home and 431 Sq ft of dense packing in the basement ceiling. The original quote was $6,122, and the price was adjusted to $4,900 to give me a break on the cost. The insulation date was February 21, 2023. When the installer started the job he noticed that there were some areas that already had foam installation, he contacted his home office to discuss the changes. The installer confirmed with the home office to complete the job without over insulating to prevent damage to the walls. After the job was complete we, my husband and I, noticed that many areas were half done because we could see through. I contacted *** to discuss that I was not satisfied with the job and they scheduled another visit to inspect and complete the areas I was not satisfied with. On the second visit the basement ceiling was to be insulated. After that visit I was contacted about whether I was satisfied with the work and I relayed that I was not satisfied with the price due to the fact that the areas that were to be insulated were not filled to the quoted square footage because there was already foam insulation in the walls. I believe this price should have been adjusted because even though the installers were insulating the same areas that was originally quoted they did not fill the same square footage originally quoted. *** had multiple conversations with the staff to correct this issue but they only mention that they charge by the square footage not the amount of insulation put in. I am requesting an adjustment in the final bill because I dont believe 384 sq ft was insulated in the front walls.

  

  Business Response

  Date: 04/10/2023

  We're working with this customer to get the billing dispute resolved.

  Customer Answer

  Date: 04/12/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] I spoke with ***********************  He ask want would make me happy.   Speaking with him I said half off the price for the partial exterior wall but quoted him $1000.  I called him back and said $1500 is half.  He said he would run this by his boss.  On 4/12 he came back to my home and spoke with husband.  He was told the price is half of fifteen hundred ($750) is the want the boss offered.  I was informed that I have to pay the staff for coming out to my home, not the job that was performed.  The job was not preformed to my satisfaction.  I have to pay a high price for less the half the process of the job done.  This is still not fair.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair 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.

  *** Insulation came out for consultation at one of the properties on 04-05-21 for foam insulation, the salesman name was DJ, he verbally guaranteed me my heating bill would go down, when the winter months came around there was no decrease in utility usage, when I remodeled my kitchen I noticed two of the cavities didn't have any of there insulation in it, I called them out and they did a assessment, the gentleman drilled 10 holes in the property (5 on the side and 5 on the front), most of the holes didn't show no insulation in the cavities, after noticing the foam insulation crumbles in my hand and I don't see any efficient in it, I want a refund, I spent ******** with this company.

  

  Business Response

  Date: 03/07/2023

  We will reach out to this customer to resolve his concerns.

• Initial Complaint

  Date:02/16/2023

  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.

  *** Insulation serviced my home in October 2022. Reason for getting insulation was to improve the heat in one room because the room was always cold. This was explained to the salesman and he assured me that I will notice difference in room temperature. The room temperature has not improved. The room temperature is the same as it was prior to the insulation being installed. I have called *** Insulation three times and have not received a return phone call. I have also written to *** Insulation and they have not responded to my written complaint. I am paying for a service that is not providing results and request a full refund.

  

  Business Response

  Date: 02/28/2023

  We have not been ignoring her calls or emails.  We have been in contact via phone and been to her house to respond to her concerns.

  Customer Answer

  Date: 03/04/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] Good day, I am not satisfied with the response.  As I wrote in the original complaint *** Insulation has been sporatic and non responsive to resolve this complaint.  I stated they do not return calls timely. As I stated in complaint they did send someone to review the job and they said they did what they was suppose to do.  The insulation used did not change the room temperature of the room.  The room is still cold.  I did not hear back from them until February **************************************************************************** on February 24.  The *************** wanted to verify that complaint was resolved at which I informed them that no, issue was not resolved and I had not talked to *** Insulation.  *** called me on February 27 and said they will call me back with a resolution by  12pm on February 28.  Today is March 4 and I still have not received a phone call from *** Insulation.  The temperature in the room that I had insulated is still cold and I paid $6000 for insulation that is not working.  I request a resolution to this problem or my money back.
  
  Regards,   *****************************
  
  *****************************

  Customer Answer

  Date: 12/17/2023

  Good day,

  This issue is not resolved by *** Insulation.  My last communication with BBB was that *** Insulation did not respond and BBB had closed the case.  If case is still open I would like to continuing with a resolution.  The issue remain the same.  Nothing has changed.

  Thank you

  

  Business Response

  Date: 12/28/2023

  We are unable to process a refund. She hired us to insulate her attic only, which we did properly. The work she paid for was just the attic no specific walls. Insulation works just like a cooler, the best way to notice the insulation is by insulating your entire home, just like you would not take a cooler to the beach without the lid. We did go out to check and make sure everything was done properly and it was, and we informed her we cannot insulate her walls for free. We do provide returning customer discounts if she wishes to have her walls insulate to notice a temperature difference in a specific room! 

  Customer Answer

  Date: 01/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]  I did not initially hire company to insulate the attic.  I hired them to insulate a room that is very cold.  The sales person stated they will need to insulate a wall that is next to garage and they will insulate wall and attic attached to the wall.  Later I requested them to insulate the house attic and to complete the job the same time they were scheduled to insulate the walls were the room is cold.  The room is still cold and my money is wasted because insulation used is not working because the room is still cold.  I request compensation for unsatisfactory insulation.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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 contracted USA Insulation for their expanding foam product. The companies advertising demonstrates filling wall cavities with existing insulation already in the walls. I contracted them to do this for an addition on my home. Estimator came, measured the area, he was taken to the second story of addition, Showed him new framing due to 2 replaced windows. Pictures were taken, and noted on his "estimator program". 500 down pmnt paid. 1st Visit August:22 I met with the Crew Leader, I brought him inside to show him the 2 newly framed window areas, I removed the drywall, showed the crew leader, and he acknowledged the area. The crew leader returned down to the ground level and they went to work. I replaced the drywall and I went back to my "offsite" office. I returned as they were having equipment failure. Later they said they had the equipment fixed and had finished. I paid the balance of the contract. I went to finish the drywall days later and my wife wanted me to check behind the drywall for small gaps to touch up. I reluctantly did and found large gaps. I called the company to voice concerns and doubts about and other cavities I couldn't see.3 more visits, each crew leader was different and had No Idea what they were suppose to do, Putting the explanation on me the homeowner 2nd visit: **** arrived and I told them of the phone conversation, showed video of empty cavities. Crew leader said they would check the entire job. Later I was called back to the site. The foam was liquifying and had to stop. Another crew would come back 3rd visit Crew: I stayed, they took some foam out and showed me, and filled any empty places but East wall left alone. 4th visit I stayed, 4th crew leader assured me they would fix East wall Rep showed up later, spoke to his crew, spoke to me, conversation led to not answering my questions, packing up and leaving stating I had disrespected him, his crew, and every prior crew.Now I get no call backs, it seems my number is blocked.

  

  Business Response

  Date: 10/26/2022

  As **************** acknowledges, we've attempted to address his concerns on several occasions.  Unfortunately, each time we had a crew at his house he was very disrespectful to our employees making inappropriate and degrading comments to and about them.  We'd be happy to assist him with his continued concerns should he decide to act in a more appropriate manner.

  Customer Answer

  Date: 10/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] There was no disrespect mentioned by any of the first three crews. Each of the first  three crews were given the utmost respect and I accepted the fact that additional crews had to come for additional visits because of the current crew not knowing what the prior crew did and what was spoken to me as the solution, from the prior crews visit  as the solution. The next crew had no idea what the prior crew told me and because of that I was told that they did not have the correct equipment so another appointment had to be made to finish the project. Even the fourth crew leader came and we in a spoke very polite manner. The crew leader told me what they were intending to do to fix all my concerns. It wasn't until a "district" ******* came, about 20 minutes later, and spoke with the crew leader did things go down hill fast. The crews attitude seemed to change and did not move forward with what the crew leader said they were going to do. As far as being disrespectful, it was the ******* who was disrespectful by ignoring my concerns  as the customer, and when I climbed my ladder to check places they were already plugging up with out providing proof of product I did not find any such proof and relayed that to the crew. When a customer provides PROOF of open cavities that were not filled at the first visit and the customer voices concern about the quality for the rest of the initial jobs quality there needs to be concern by the Business providing these services. Not just for this project but also for all the other customers where they have provided similar services to under the same wall cavity circumstances. The filling of cavities with existing insulation with their expanding foam product. I also have a hard time believing that if the business owners of *** Insulation would not be frustrated if they had to call a contractor back for the third time to fix a problem that they had found. Even by chance. *** Insulation is a large company who has already been paid.  What chance does a simple homeowner have against this, except the respectable thing as what was done through the BBB.
  
  *********************

• Initial Complaint

  Date:08/17/2022

  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.

  09/8/2021 Insulation was installed by *** Insulation. They told me that it would lower both heating and cooling bills. After monitoring bills for both heating and cooling the cost actually went up. The heating bill was ******** dollars. As for the summer it trapped heat in causing the house to be hotter. When I called them, they said to just install air conditioners, when I told them that I could not afford it their response was you paid in full. I then informed them that the only reason that I could do that is that it was from my parents both passing that allowed me the funds to do this. It is still under warranty, and I informed them that I wanted a refund as it didn't do anything that they promised. The man said that I could talk to the "owner", and he said he would get back to me. When he did call back, he basically said the same and I recognized the voice as the first person that I talked to not the supposed owner. I am a vet who lost both of his parents and was only able spend the ********* dollars on this because of that. To add insult to injury that told me, well if you recommend us, you will get 200 dollars. I informed them that I would not recommend them to anyone. The resolution that I am hoping for is to get my money back for a product that does not do what was promised. I would also like an apology for the rude treatment and the comments well you paid in full so you can afford it.

  

  Business Response

  Date: 09/01/2022

  It sounds like this customer expects the ******************** to act as an air conditioning system.  Unfortunately it does not.  It will, however, retain the cool air once an air conditioning system is introduced.