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:05/27/2025

  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 Tuesday May 13th 2025 we had C & F Insulation in our home to remove the old insulation and prep for new insulation. To begin the day there was no confirmation call or email so when the removal team arrived at 8:34 am I had to quickly remove almsot everything from the floor and all hanging items from our closet and placed them on our bed and on both sides of the ********** the team preped for the removal they placed plastic on the floor and through the hallway, but only about 1 foot of plastic was covering items close to the removal site. As they began to remove the old insulation, one member of the team (who was only wearing jeans and a hoodie) would pull insulation from under our home, through the closet and then laid it out on a sheet of plastic inside our master bedroom. It was then left open topped as they tied the ends like a boat and drug it through the house out the front door. At the end of the process, the entire contents of our master bedroom was coated in fiberglass dust. EVERY INCH of exposed material is covered in fiberglass dust. There was debris, dust and even mouse droppings all over the room in various amounts due to the insulation being pulled through the closet into the room. When I emailed the company they told me there is "now way" to bag insulation under the home and that they understand a "little dust" can be a nuisance, but this is not a little dust. I sent images of the mess and they offered us $300 off the bill, but that is not enough to even begin to pay for cleaning, laundry and even dry cleaning of all of our items. We have spoken to other homeowners and even contractors who have confirmed that what occurred in our home was not the correct method of removal and that even the lack of protective gear by the younger man was problematic. In an email explaining the problem, I request the insurance information, but have not received that information, that was requested on Tuesday the 20th. I have preserved those emails.

  Business Response

  Date: 07/02/2025

  It appears the notifications regarding this complaint were being sent to the incorrect email address so apologies for our delayed response:
  On April 18th, 2025, the removal date was confirmed for May 13th and a morning arrival of approximately 8:30-9am was given at that time. This provided over 3 weeks to prepare for the appointment. It was discussed with our estimator during his initial visit that all items should be removed from the closet near the crawlspace access prior to the insulation work. When our crew arrived on the morning of May 13th,there were still items located inside the closet and any items that had been removed were piled on the bed and the floor. The volume of personal items took up nearly the whole bedroom and created difficulties for our workers. Our crew laid extensive amounts of plastic over the piles of belongings, over the bed,on the floor and out through the hallway to the main entrance door of the home in preparation to protect the space and the customers items. After the removal was completed, nothing was mentioned to our office about any issues with the removal process nor was it mentioned to our crew on May 16th during the installation of new insulation. We explained that we would have gladly addressed these concerns and had the crew clean up while they were there. Their response to that was we did not want to delay or compromise the installation any further.  None of these issues were presented to us until May 20th in an email after an invoice had been sent out on May 19th for our services. In over 35 years of our experience, we have never bagged up the old insulation underneath a house during a removal. It is not physically possible due to the clearance and the width of the crawlspace access opening. We have done countless removals in the same manner and have never faced an issue like this. Fiberglass insulation is not considered a hazardous material, and they are labeling it as such. All of our workers wore protective suits during the removal process as well. Due to not having faced an issue like this before and unknowing what the costs might entail, we offered a $300 discount, however that was quickly denied, and they stated it was going to be a much more extensive process. On May 20th it was also stated that they had contacted a cleaning company for an estimate.  We waited for about a week for an update, we then sent an email on May 28th checking in on the status of the cleaning estimate and /or if they had decided what might be fair compensation. They returned with an email saying the cost of cleaning the room properly will run into the multi-thousand-dollar rangebut they did not have an official estimate yet. At that time, they asked to make their balance owed $0 or they would need our insurance and bond information to take things a step further. We returned an email on May 29th with a list of documentation that would be required by our insurance company if a claim was to be opened. It was also explained that an insurance company would not pay their invoice for the services we performed and could only pay for the damage,but documentation would be needed to show the costs. We expressed our interest in resolving this matter with them personally if at all possible but would still need to know the exact costs. No response was received after that. We again checked in on June 16th to which they replied they were still awaiting an estimate. On June 17th, they provided us with an estimate for over $33,000 in cleaning costs. They have requested every single item be removed from the room and cleaned, including clothing,shoes, jewelry, electronics, curtains, mattresses, and all the furniture. They also want the entire room itself cleaned from top to bottom (walls, floor and ceiling). We asked them if we could arrange for another estimate for comparison,they agreed but proceeded to state that any further contact will be through their lawyer. At this point it is unclear how they want us to resolve the matter.First, they asked us to dismiss their bill for $5,055.62 and then they sent us a cleaning estimate for more than 6 times the cost of our insulation services. No further communication has been received from them since June 18th.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23383530
  
  I am rejecting this response because:

  To keep this clean and concise:

  Extensive messures were not taken, if they were there would not be chunks of debris in all forms throughout the room. These include insulation pieces, mouse excrement, dirt and other unidentified debris. 

  The team was not all in protective gear, the kids pulling insulation from the crawlspace into the room and out the front door was only wearing jeans, a brown zipup hoodie and no mask. 

  I know that due to emergencies and other jobs not all appointments are kept and with no call the day before or morning of I had no idea if they were infact going to arrive that morning. 

  Yes I asked for insurance information and was denied multiple time which by my research is a breach of Washington State Law. 

  We contacted local contractors, other homeowners, Ask a Pro and the National Waste Disposal site for information on standards and were assured that what occurred was wrong on all accounts. 

  We did reject the $300 off because an estimate along was $200 and early research was putting cleaning well into multithousnad dollar *****. Once a professional got into the room and did the estimate (Servpro) the total did break $33,000.

  I did, early on, ask for the bill to be earsed and we would have moved on, but they rejected that offer so we took the step the hire Servpro for and estimate being that they were the trusted name for this type of cleanup. 

  I have retained a lawyer who is to be in contact with C&F is not already. 

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/18/2025

  Since the customer has already decided to pursue legal action, our insurance agents are handling this case moving forward. We feel that further responses through BBB arent going to help resolve this case.