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]

Thank you for reaching out to American Dream Home Improvement. ADHI received notice of complaint on 12/27. We have been unable to locate the account in question as we do not have any clients in our system matching any of the information provided to identify the homeowner. Upon reaching out by phone...

for further information to allow us to locate the account, the number can not be completed as dialed. Multiple attempts at various points during the day have been attempted. Upon reaching out via the email address provided, the server replies that the mailbox at the provided address is unavailable. We will be happy to review further however at this time we are unable to identify this file as an American Dream Home Improvement customer. For further assistance, please reach out to [redacted] via phone at [redacted] or via email at [redacted]@adhi4u.com. Thank you

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]

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]

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].

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]

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]

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.

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]

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.

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.

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].

We appreciate Mr. [redacted] taking the time to provide his feedback and will use this information to uptrain our sales team. While we understand Mr. [redacted]'s concerns, we'd like to explain that the negative reviews he may have read online are just a small percentage of homeowners our company has...

interacted with. ADHI replaces over 9,000 roofs a year and we have tens of thousands of satisfied customers! In the event Mr. [redacted] would like to review a list of references from any of our 14 offices, we will happily pass this information onto him. In the meantime, his estimate has been cancelled and will not be charged any fees. ADHI will desist all communication with Mr. [redacted] and his family, however should he have any questions he may contact [redacted] Director of Customer Relations at [redacted]

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].

Our contract states that we bill based off of the insurance estimate.  The initial invoice he received was what we billed the insurance company for.  It states on that invoice that it is not a final bill and that we are still working with the insurance company.  This is very normal...

when dealing with insurance and similar to when a patient goes to a hospital and then receives a bill that states "this is not a bill".  That is because when you are dealing with insurance companies, they typically are not trying to pay for all of the work that was completed.  We sent an invoice to the insurance company and provided him with a copy of that invoice.  Once we came to an agreement with insurance on a price, we adjusted the invoice to what was agreed upon and provide Mr. [redacted] with an invoice that states "Final Invoice".  During the roof replacement, there was some rain and he suffered some interior damage.  We are more than willing to credit his account for any damage.  We have been requesting estimates or receipts for the damages done so we can properly do so.  He has yet to send thos eto our office.  Once we receive the estimates, we can offer him the appropriate credit.  Mr. [redacted] should contact his account manager, [redacted] or email her at [redacted]@adhi4u.com.