ComplaintsforUSA Insulation of Indianapolis

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had someone come to give us quote from *** insolation beginning of January 2024. Very pushy. Stated we needed to decide and schedule that night or we would loose out on $1,000-2,000 in discounts if we wanted to wait and think about it then schedule at a different time. I had a horrible gut feeling but instead of listening to my own gut we decided to schedule with them and not get more quotes elsewhere. They stated they are the only company that does this type of insulation. They stated it would fill the entire wall cavity, and if we had any issues they would come out with an X-ray and add more, no big deal. A couple weeks later they came out did the work. Left a mess of nails, I had to call and have them come back out with a magnet to pick them up. ***************** that came back to do it wanted to show me they had nails left behind but they pulled up others too. Ok, that's fine, but their mess left wasn't ok. We were told the smell of the insulation would only last a brief time and once the insulation set up we would see a 50% change in our heating and cooling bills. And we wouldn't have the cold drafts coming in anymore. 2 months later we can still smell it in certain rooms. We still have a draft coming in the whole back side and the sides of our home. Air still coming in through our electrical outlets. We have called multiple times to get someone out here to X-ray our walls and then to fill more, or at least follow up on their so called warranty. Every time we get a new excuse. Internet is down, phones are down, they will get ahold of someone then call us back. Last call week of 3/10/2024 we were told someone would be out either Monday or Tuesday week of 3/17/2024 to X-ray, they will call us to make sure we are home and then we were also told during the same phone call they would be back on Friday 3/22/2024 to fill more. Monday and Tuesday went by, no calls, no one showed. Waited all day both days. Nothing. Friday came along, waited all day still no one has shown up.

  

  Business response

  03/25/2024

  I spoke with this customer and apologized for the experience to date. I set a time on 3/28 to visit the home myself and to do a full thermal inspection. Once I have inspected the work I will then follow up with a service date. I assured the customer we would do everything in our power to address the airflow in the kitchen as well as figure out the cause behind the smell still coming into his home. We have insulated thousands of homes and not experienced these non-toxic odors to last more than a week.

  Customer response

  04/02/2024

  A gentleman with the company finally helped us and then came out Thursday March 28 with an infrared gun. He found where there is some empty areas. We set up a plan and they are to come out Thursday April 4th to refill and then use the infrared gun again to make sure these areas are filled. Hopefully this will fix any issues. 

  Customer response

  04/04/2024

  They were suppose to be out April 4 2024 to fill in areas that aren't full, but called day of to reschedule. Stated they didn't have any insulation solution to do our job. They will call next week to reschedule again..... 

  I will update when they do arrive and finish the job. 

  Customer response

  04/14/2024

  We had been waiting for them to reschedule and come back out as I had previously informed you. They finally were able to come out this Thursday, 4/11/2024 and fix the issues we had. They told us if we have anymore issues to call them. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had house insulated 11/22/2021. Had contractor back and claimed they couldn't find an issue with the job. I even have had window replacement to eliminate this from a cause If house was properly insulated, there wouldn't be "cold air" coming in on exterior walls especially around outlets. There was vinyl siding that was cracked and never replaced above a couple of windows. I would be willing to let that go if house is properly insulated

  

  Business response

  02/28/2024

  I have spoken to the customer and will be reaching out to him on 3/15/24 to do an inspection the following week per his request.

  Customer response

  03/27/2024

  *** Insulation was suppose to contact me on 3/15 to set up an appointment to check the issue again.  They failed to do so.  The issue has never been resolved nor have they made any attempt to contact me since the original call which set up the call back.  We had medical appointments that we had to go to so were not available until 3/15.

  Issue should have never been closed

   

  Thank You

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

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  *** Insulation was suppose to contact me on 3/15 to set up an appointment to check the issue again.  They failed to do so.  The issue has never been resolved nor have they made any attempt to contact me since the original call which set up the call back.  We had medical appointments that we had to go to so were not available until 3/15.

  Issue should have never been closed

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

  Customer response

  04/19/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

   

  To whom it may concern:

  On 4/18/2024, *** Insulation came out and re-insulated the home.  Apparently there was an issue with the  other employees and they have been terminated prior to this.
  

  We are very happy with the quick response from *** Insulation and with the results.  Please close the complaint and I would definitely recommend this company to anyone.

  Review of this company would be 5 Star

   

  Thank You,

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

   

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** insulation came out to insulate our house last January 2023 and said it would be toasty but they didn't do a thing we have had our heat up all winter on 76 and 78 and we are freezing. Even if the weather is warmer outside we have it on 76 because its like there is no insulation at all in our walls. We freeze. I called them several times and they won't do a thing about it. They say give it time. How much time doe's it take. We don't live in the mountains or the *****. I want my heat so my bill isn't high like they said. They lied. And on top of that they broke or siding and haven't even fixed that so we are going to have to replace that and that is their responsibility. Had we known they were going to lie and take our money for us and not do the job correctly we would have called a different company. We are on a very limited income and we just want a refund so we can get it fixed correctly and not by them. 2 wrongs don't make it right and and they have lied to us for a solid year. Please help us. I don't think this to much to ask since we have to repair their sloppy job. Thank you

  

  Business response

  02/06/2024

  We attempted to reach out to this customer regarding her concerns. As soon as we announced who we were, the customer become very hostile and reused to speak with us directly. During the short conversation, she was very combative, insulting, used foul language, and screamed at us. She requested that all communication be done through the BBB and would not allow us the opportunity to learn about or address her concerns. It is imperative that she understands that insulation does not change the temperature of the room, that is the job of your **** system. Insulation just allows the **** system to not run as often; thus, saving you money. Our commitment to quality and customer service is to come out and do a thorough evaluation with thermal imaging to determine if there are any complications with our products. If there are any complications that need to be addressed, we attempt to do so at the time of our evaluation or very soon after. However, with her refusing to even communicate with us, we are unsure of what the best course of action would be moving forward. 

  Customer response

  02/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  For starters, the lady that called at 8:00 pm that night she called would not let me get a word in edge wise to say what was wrong. She just kept talking over me and yelling at me. I was NOT hostile , combative, insulting, screaming nor did I use foul language. This company is lying about that whole thing ( My husband was here and heard the whole conversation on both ends , I had it on speaker phone so he knows what was said on her side & mine) that's when I told her I would have the BBB take care of it since we would not let me talk and explain even though I had contacted them 3 or 4 time through out the year and had never gotten a response. There was no explanation of nothing from them on anything. And the siding being damaged and not fixed. This is not acceptable !!!

  
  
  Regards,
  
  ****** & ***********************

  
  

  

  Business response

  02/28/2024

  I have spoken with the customer and apologized for the experience to date. Explained that there is nothing I can do about what has happened in the past, but would like to make every attempt to rectify the situation and find a way for both parties to be happy moving forward.

   

  I have set up a meeting with both ****** and ****** on 3/5/24 at 9am to do a thermal inspection as well as an inspection of any siding that *** have been damaged. 

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  walls were not insulated in several stud cavities which caused my plumbing to freeze. I opened the walls to apply heat to plumbing lines and one of the company employees came to my hose to observe the absence. of foam insulation in no less than 4 stud bays. the employee called the owner while he was still here at my house and I was told they would be back to repair and fix the issue 1/1924 "first thing in the morning". the crew did not show, nobody phoned me to tell me they weren't coming and when I called owner did not return my call. I also left multiple messages on the answering machine. I cancelled two appointments to be home for the 1/19/24 return of the crew to repair/ fix the issues. i have pictures, videos, of the walls opened showing no foam insulation

  

  Business response

  02/06/2024

  We have spoken with the customer directly and have already gone back to his home to take care of all the concerns he brought to our attention. He is satisfied with the results as far as we know. Attached is the completed and signed work order.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job began on 3 December 2021, As a result our exterior kitchen wall is still cold, the dishes in the cabinet, which is located on an outside wall, are cold. The countertops are ice cold, anything against the east wall of the kitchen are cold. During installation, a piece of the vinyl siding was broken and needs replaced, I contacted *** on multiple occasions as to getting this solved, I've made phone calls to no avail, to both **** and ***** who I believe are the general managers at the ****************** Their representative "******" has been to my house several times with no action taken. It's been 4 months with no action taken whatsoever. No phone calls, no follow up---NOTHING, the last time ****** was at my house was on 25 February 2022, stated they would send the crew back out to my house, to work on the kitchen area and insulate the inside electrical outlets with foam. He further stated that Lowes told him that the siding color was only made certain times of the year and he would be notified when it would be available. He further stated that ideally when the crew had another job close to my house he would send them over to my house to see what could be done about the kitchen. As of this writing, 13 April, 2022, I have not heard from ******, nor *** insulation in this matter.

  

  Business response

  04/13/2022

  I have reached out to the customer and left a voicemail offering a possible solution and date to return. The siding piece is not in production at the moment, but we have offered him a gift card to Lowes to purchase the siding. For the record, we are not contractually obligated to replace any broken siding however we often do this for customers to help them out.

*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. ↩