American Dream Home Improvement, Inc

Our office has tried to reach out to Mr. [redacted] the past couple weeks but he has been out of town.  He is to get back with us today so we can investigate further into the issues he claims he has.  After we speak with Mr. [redacted], we can work together to resolve all of his issues.  He...

can reach Ryan at 877-266-8666 ext. 1105 or email him at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/24) */
Our company has been in contact with [redacted] regarding his concerns with the work performed. The roofing, siding, and gutters were completed at the property. Our Service department has also went out and addressed any outstanding concerns...

[redacted] had reported. When materials are delivered to a property, the scheduled build is usually completed within a week after delivery weather permitting. We apologize to [redacted] is this was not thoroughly explained to him prior to the completion of the work.
Our Customer Service Supervisor, [redacted], spoke with [redacted] regarding the receipt for the dumpster, he has since submitted it to our company and we were able to take care of it. Our office is continuing the line of communication with [redacted] regarding the finalization of the claim with the insurance company. On 10/23/15 the claim was settled at $32,426.57 and no payment has been applied to [redacted]'s account. On 10/24/15 [redacted] left a voicemail to [redacted] informing him the invoice is final and payment is due. Our Mortgage Department was informed that [redacted]'s insurance company included their Mortgage Company on the insurance checks. If [redacted] is in need of expediting the process with his Mortgage Company we are more than happy to assist him with that process.
We ask if [redacted] has any further questions or concerns to contact [redacted] Ext [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Work was completed as requested. I was notified every step of the process since my complaint was first filed. Dumpster bill has been paid as well.
One Comment though regarding- "scheduled build is usually completed within a week after delivery weather permitting" I was told work would begin 24-48 hours after delivery. That did not happen, and phone calls that were placed by me were NOT returned from my salesperson. I waited almost a week+ with no return call. Then I called the corporate office and they then contacted the local Brookfield, WI office. I later found out that the original sales person was no longer with the organization - good thing - as he really left a bad impression of American Dream. Other than hearing from the production manager from the Brookfield office, I have NOT had any other contact with them-all information flowed from [redacted] from the corporate office. I was notified of my "replacement" sales person and his contact information via a phone call from the corporate office - but no follow up call from him in any way shape or form.
Would I use American Dream Home Impovement in the future or recommend them in the future? Based on my total overall experiences, no I would not.

Complaint: [redacted]
I am rejecting this response because: Roofing inspection failed a 4th TIME!!! December 28th inspection failed a 4th time for 3 line items!!! I want reimbursement for my dish to be reinstalled and for everyday my solar panels sit on the ground. This is the WORST COMPANY to deal with!!!
Sincerely,
[redacted]

Initial Business Response /* (1000, 10,[redacted]15/08/28) */
We regret that Mr.[redacted] felt that he had to escalate his concerns to the Revdex.com as we are certain this can be resolved by speaking with a member of our management team at our corporate office. Our Senior Customer Service...

Specialist, [redacted] spoke with Mr.[redacted] on August[redacted],[redacted]15 regarding his concerns with his sales representative and the work being done. Mr.[redacted] informed [redacted] that he has been in contact with our Sales Manager Ben and he is taking care of the situation for him.
We ask if Mr.[redacted] have any further concerns or questions he reach out to our Customer Service Department at XXX-XXX-XXXX Option[redacted]
Initial Consumer Rebuttal /* (2000, 12,[redacted]15/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have spoken with the sales manager and he is working with me on this. On thing to note, the reason, I went to the Revdex.com because I had contacted customer service 3 times (twice by phone and once using the internet chat feature) and all they were do was escalate the issue to the sales rep who wasn't responding to me in the first place.

On 2/27/17, [redacted], Supervising Account Manager, spoke with Mr. [redacted] by phone. [redacted] went over the invoice in details and explained how the first lender denied his financing application. A second lender ran the same application, as described in the financing documents Mr. [redacted] signed, and...

was approved. Mr. [redacted] was satisfied at the end of the conversation and advised he would send back the loan documents, which our office has still not received. Mr. [redacted] may contact [redacted] directly at [redacted] or at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to m even though I never cancelled any appointment at all. [redacted] came on 7/22 to look at the damages and took the pictures then. 7/24 everything was finally done and nobody else came to my property from AHDI.  I have taken down all complaints to satisfy the stipulations and credits for for the account.  
Sincerely,
[redacted]

Our office would like to apologize to Ms. [redacted] regarding the misunderstanding of filing a claim. Ms. [redacted] did sign a contract with American Dream Home Improvement on 8/16/16, although the insurance company did agree for a complete roof replacement, Ms. [redacted] has chosen not to...

complete the roof.  As of today, Ms. [redacted] is no longer considered a customer of American Dream Home Improvement, but hope they will reconsider for future business. We regret that Ms. [redacted] escalated the complaint to the Revdex.com and feel this could have been resolved with our upper management. Our company will void the cancellation fee. We ask that the Revdex.com takes down the review since Ms. [redacted] is not a customer. If the Revdex.com has any further questions, please contact [redacted].

Our office has reviewed the complaint filed by Mr. [redacted].  The reason the sales representative [redacted] was not returning his calls or coming back to the property was because Mr. [redacted] no longer works for our company.  Representatives from our office have reached out to Mr. [redacted] and...

the gutters have already been completed.  Should Mr. [redacted] have any further questions or concerns regarding the work, he can feel free to call [redacted] at [redacted] or email her at [redacted].

Ms. [redacted] signed a contract price agreement with American Dream Home Improvement on 10/07/15 and the roof replacement was completed on 12/4/15. Ms. [redacted]’s roofing materials were delivered at the property on 12/3/15 allowing a 24 hour window of a cancellation form to be submitted, however that was...

not processed due to communication error with Ms. [redacted] and our Sales Representative. Although Ms. [redacted] did sign a contract with American Dream Home Improvement, our company is willing to accommodate Ms. [redacted] given the unforeseen circumstances. We would like to apologize to Ms. [redacted] regarding this matter as our company does not conduct business this way. Our office has since communicated with Ms. [redacted] and came to a reasonable desired resolution resulting to her account being closed. We ask if Mr. [redacted] has any further questions or concerns to contact Heather [redacted] 877-266-8666 Ext 140 or our Customer Service Department 877-266-8666 Option 2.

Ms. [redacted] contracted with American Dream Home Improvement for a roof replacement completed on 7/21/2016. On 7/21/16, Ms. [redacted] reported to the sales representative of a leak that occurred due to negligence of not tarping the roof on 7/20/16, however of office has photos showing the roof was...

tarped. Later on 7/22/16, our Service Coordinator [redacted] attempting to schedule an appointment with Ms. [redacted] to meet at the property to review the reported leak at 3:30 PM, but Ms. [redacted] cancelled stating she could not meet at that time. On 7/25/16, [redacted] went out to the property and took over 100 photos and did several tests indicating that none of the drywall, flooring, walls, etc. were wet, but had signs of pre-existing water damage. On 7/28/16, both [redacted] and another Coordinator went out to the property again, conducting an additional investigation in which nothing was wet nor were any repair completed by our company. On 8/3/16, our Customer Service Supervisor [redacted] spoke with Ms. [redacted] to go over all of her concerns and requests. When asking Ms. [redacted] to present receipts for the moisture testing and remediation, Ms. [redacted] could not provide receipts or reports. Ms. [redacted] claimed that moisture test came back fine and nothing was remaining wet. Our office has continued to work with Ms. [redacted] at several attempts to come to a reasonable resolution even though all the facts point back to pre-existing conditions and all reports and photos can be provided to the Revdex.com upon request. Although the listed resolution in the complaint states that Ms. [redacted] feels she should not be responsible for her deductible, our office has explained to Ms. [redacted] that waiving a deductible is illegal and will not be allowed by our company, however, we have since came to terms accommodating Ms. [redacted] with additional stipulations within the accommodation credit. Ms. [redacted] has agreed and both parties have now come to a resolution. Ms. [redacted] states that she will submit the final payment due towards her account once its received from the insurance company within the next 7-10 business. We ask if Ms. [redacted] has any further questions or concerns to contact [redacted]

American Dream Home Improvement has reviewed the complaint submitted by Mr[redacted].  We apologize if Mr. or Mrs[redacted] feel our Sales Representative did not disclose that the document Mrs[redacted] was signing was a contract. Our staff is not instructed to file claims on behalf of...

homeowners and this complaint will be carefully reviewed by upper management.  Per the notes on the file, the contract was cancelled on November 16th without penalty and the [redacted] have no obligations to our company.  We are one of the largest roofing companies in the nation and pride ourselves on outstanding customer service.  We appreciate Mr[redacted]'s feedback regarding his wife's experience with our sales staff.  Should Mr[redacted] have any further questions or concerns, he may contact the Director of Customer Relations [redacted] at [redacted] or email her at [redacted].

Our office has spoken with Mr. [redacted] regarding his current failed inspection through the city in which we have a service scheduled to be completed, but we are not able to complete the corrective actions that are required due to weather permitting the materials to fully cooperate. Our Customer Service Supervisor did go over the details of the corrections with Mr. [redacted] on 01/04/16 and he had stated he understood, however wanted to be accommodated due to exceeding high costs with one of his monthly bills from the solar panels not being installed. We have agreed with Mr. [redacted] a reasonable and fair accommodation will be honored to resolve his concerns.  Again, we apologize to Mr. [redacted] for delay. Weather is permitting proper sealing of the materials installed. Mr. [redacted] is a valued customer and we currently have the service ready to be completed once the temperatures comply for the corrections to pass inspection. We request Mr. [redacted] to provide a copy of the revised insurance estimate in the meantime, in order for our office to finish processing the claim and finalization of his invoice. We ask if Mr. [redacted] has any further questions or concerns to contact [redacted]

We have reviewed the complaint filed by Mr. [redacted].  We have been calling and leaving voicemails and sending him emails to contact our office.  When our office does speak with him, he is always running out the door and does not want to speak with us over the phone.  He does have a...

balance due for the roof, however, nobody has called for payment yet as we are trying to figure out the issues with his shingles.  When we did send someone to the property, we investigated the issues he has with the shingles not lying flat.  Upon inspection of his home, he does not have adequate soffit ventilation.  The poor airflow is what is causingthe moisture to build up within the home.  The moisture is trying to escape, but because he does not have proper ventilation, the moisture is rising and lifting the shingles.  Mr. [redacted] needs to have his soffits properly ventilated which will resolve the problems he is having.  We have tried on several occasion to contact him about this.  There are no issues with the roof or how it was installed.  Mr. [redacted] did sign a contract for the work to be completed.  The warranty documents are provided once the account has been paid in full as is common with any product you would purchase with a warranty.  His claims are that we have not come to the property to inspect, but we have inspected everything, he has just not been able to speak with our office when we call.  We ask that Mr. [redacted] contact [redacted] at [redacted] or email her back at [redacted]@adhi4u.com.

We regret to hear Mr. [redacted] feels she was pressured by our Sales Representative into working with our company. As it stands, Mr. [redacted] agreement has been voided and the 15% cancellation fee has been waived. Our office and Representatives have ceased all contact. Should she have any further...

questions or concerns, we ask that he contacts [redacted]

The bill as I text them a copy of states that gutters were on the bill. They say it wasn't. Added we are willing to pay the amount they have on this contract for gutters and roof in the amount if 6132.00. she I talked with the guy [redacted] he said we owed more. Was supposed to call us back never did. I called a lady we have talked to from the same office named [redacted]. She was looking into it never called me back. Last Friday I tried to call [redacted] back to explain that we would pay the amount on the contract. And to also inform him we noticed the drip edge was damaged when they put the gutters on. I'm not paying anymore till I hear from them and have the drip edge inspected and fixed. U can never talk to the same person or get anyone to call u back. They were better at calling us back after you contacted them. Now after the gutters are up they are hard to get a hold of again. We are willing to pay what's was stated on the contract here. But want the drip edge fixed they damaged when they put the gutters on then will pay what's on the contract.

We went to the property yesterday and we have taken care of the drip edge issue.  The reason she did not receive a call back from [redacted] was because he was out of the office.  [redacted] had already spoken with Mrs. [redacted] and set up a service call for her.  The issues with the drip edge have been completed.  Mrs. [redacted] had a very small balance that was owed to us and we credited the balance off as a courtesy.  There is no balance due to our office and all the workmanship issues have been resolved.  Should Mrs. [redacted] have further questions or concerns, she can contact [redacted] at [redacted] ext. [redacted].

The American Dream Home Improvement customer service center has been working with Ms. [redacted] regarding the complications that went on during her build since December 4th, 2015.   Multiple emails and phone calls have been exchanged regarding the events that took place.  American Dream...

Home Improvement had been asking for a list of materials and items that had been damaged and the documentation to back this up.  At this time, American Dream Home Improvement has agreed to resolve Ms. [redacted] issues with a credit towards her account in order for her to repair and/or replace any items that were damaged.  This offer was accepted by Ms. [redacted] and she has agreed to drop her dispute with American Dream Home Improvement.  American Dream Home Improvement is always willing to work with our homeowners on a reasonable and amicable solution to any problems that may arise with a build.  At this time, we consider this matter resolved.  If Ms. [redacted] has any further questions or concerns, we ask her to contact Customer Service [redacted]

We have spoken with Mrs. [redacted] regarding her complaint that she has filed.  It appears the sales representative that was working with her husband, no longer works for our company.  We cannot confirm if what she is stating is actually what took place, however we have agreed to work with Mrs*...

[redacted].  Mrs. [redacted] claims she emailed the sales representative that she wanted to cancel.  We have asked for that as that would help us pinpoint what exactly went wrong here.  Mrs. [redacted] has not provided us with those emails.  We did ask her why she did not call our office to cancel after materials were dropped off at her house.  She stated that she didn't know we were doing roof so she didn't know what it was for.  There was actually no communication from Mr. or Mrs. [redacted] to our office for over a month after the work was completed.  It seems odd that if the work was not to be done, why no call would have been made when materials were delivered or any call for over a month after the roof was replaced.  The only time we received a call was over a month later when she had received an invoice. We feel that had Mr. or Mrs. [redacted] contacted us when materials were delivered, all of this could have been avoided. All of this aside, we want to resolve the complaint.  We have agreed on a settlement with Mrs. [redacted] and she is sending in her final payment.  Should Mrs. [redacted] have any further questions or concerns, she can feel free to email [redacted] at [redacted]@adhi4u,com or call him directly at [redacted].

At this point, we are sticking with our original response.  If the homeowner would like for us to do the work, we can.  However they must understand that they will be charged a deductible.  If they would like to discuss moving forward with us replacing their roof, they can contact [redacted] ext. [redacted]  Again, the deductible is required by law to be paid so this will be billed to them should they agree to move forward with having us do the work.  If they would like help with getting the check reissued with the insurance company, Jeff can also help them with that as well.