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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I wish to formally address a critical issue arising from the recent blown-in fiberglass insulation installation at my residence located at *********************************** on June 20, 2024 for $2,465 During and after the installation process, significant lapses in precautionary measures by Koala Insulation have resulted in airborne fiberglass particles permeating my home environment. Despite notifying Koala Insulation both verbally and via formal email, the necessary steps to prevent airborne fiberglass contamination were not adequately implemented. Specifically, the **** system was left operational, and the attic access door was inadvertently left open throughout the installation, leading to the dispersal of fiberglass particles throughout the house. This oversight has raised substantial health and safety concerns for myself and my family. As a direct consequence of this exposure, we are experiencing persistent coughing, throat irritation, and skin discomfort. These symptoms underscore the urgent need for immediate remediation to restore indoor air quality and mitigate potential health risks. During a subsequent phone conversation, the owner of Koala Insulation responded unprofessionally, expressing frustration and refusing to discuss a reasonable solution before abruptly terminating the call. I followed up with an email outlining the necessary corrective actions
Business response
07/23/2024
I am sorry you feel that our services were below par yesterday afternoon and reported us to the Attorney General and contacted our HQ, along with the email below and ****** review.
Below is my response I placed on ****** and I am also including the information about the safety of the insulation. ****** has since removed ******'s review.
Our Fiberglass Insulation does not contain any hazardous air pollutants as defined by the US Clean Air Act, if it did, we would not use it daily with 100s of clients. Naturally when any project takes place in your home there can be a thin layer of dust, but absolutely nothing that we are installing is harmful. When having Fiberglass Blown-In Insulation installed it is not required to turn off the **** unit, that is only required when installing Spray Foam Insulation. As far as covering the attic hatch is concerned, it does require the hose to come through that way, so we always leave a small opening for that to enter the attic. Due to extreme temperatures, your attic was between ******* degrees we made the decision to not fully close the attic in order for the crew to have some ventilation. The team put down construction blankets, protected the area around the entrance inside the attic to minimize exposure and to ensure everything was kept clean along with dusting and vacuuming upon completion. We do believe we took all the precautions, and we would never provide insulation that would harm our clients. Attached is the safety information on our insulation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.