American Dream Home Improvement, Inc

Initial Business Response /* (1000, 5, 2015/07/22) */
We regret if Ms. [redacted] feels that she was pressured into working with us. Our sales team is not trained to "strong arm" homeowners into signing contracts. Ms. [redacted]'s complaint will be forwarded onto our Sales Managers for further...

review.
We apologize for any inconvenience, however strongly deny any allegations that our contract or business practices are fraudulent in any way.
Ms. [redacted]'s contract has been cancelled and she has no further obligation with us. Any further questions or concerns can be directed to our Senior Customer Service Specialist, [redacted] Ext [redacted].
Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Our Customer Service Supervisor has been in contact with Ms. [redacted] to discuss the confusion on the signed contract as well as the type of insurance policy Ms. [redacted] carries. Ms. [redacted] signed a contract with American Dream Home Improvement for a roof replacement approved by Ms. [redacted]’s...

insurance company that was completed on 07/20/15. The listed “TBD” on the contract is “to be determined” by the price that is agreeable to our customers insurance company. On 06/29/15 Ms. [redacted]’s insurance company approved the replacement cost claim for the roof replacement based off of the insurance estimate. We understand filing a claim can be confusing especially if you are not aware of the type of policy you carry. When Ms. [redacted] filed a claim with her insurance company and the insurance company accepted, it's based on the Replacement Cost Value (RCV) as listed on the estimate of her policy from the insurance company. Due to the type of policy Ms. [redacted] carries with her insurance company (ACV only policy) she is responsible for the non-recoverable deprecation on the claim filed if the policy holder has said work completed on the estimate. It was explained to Ms. [redacted] that she should verify this policy with her insurance company or insurance agency as the type of policy should have disclosed to Ms. [redacted] at the time she was sold the policy. American Dream Home Improvement would like to apologize to Ms. [redacted] if she feels the process has not delivered to her needs. At this time, our office has discounted the open balance of $3045, however, there is no service warranty. If Ms. [redacted] chooses to want a service warranty the discounted amount will be due. We ask if Ms. [redacted] has any further questions or concerns to contact our Customer Service Department [redacted] Option 2.

Initial Business Response /* (1000, 5, 2015/09/25) */
We regret that Ms.[redacted] felt that she had to escalate her concerns to the Revdex.com. We feel confident that this matter could have been resolved with speaking with an office member of our management team at our office. Our...

records do not indicate any communication regarding Ms.[redacted]'s concerns with the invoice process or the lack of communication with her sales representative.
We understand that our billing process may seem confusing however; Ms.[redacted] did sign a contract with American Dream Home Improvement on 7/15/15 and would like to resolve her billing discrepancies. As of today, our office has not had direct contact with Ms.[redacted] and we are requesting her to open up the lines of communication to resolve this matter by contacting our Customer Service Supervisor [redacted] as she's attempted communication by phone and email with very little to no response.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak with someone in the financial dept requesting an itemized bill (on a 3 way)the rep,myself,and my adjuster. We inquired about a specific item on the bill and the cost.The rep.could not give a price.She then became rude,stated that they would put a lien on my property and HUNG UP on me! Pat was MIA when he stated that he would be there.The contract does state ADHI and your Insurance Co have to agree on the payment amount before work is to be started.Pat knew he saw the paperwork I had from my adjusters etc. He even photographed them with his phone.Thru all of this that was going not so smooth, I even gave referrals for ADHI.I did try to communicate with someone about my concerns and was threatened(lien) and treated rudely(hung up on)! Not GOOD BUSINESS! Additional paperwork faxed.
Final Business Response /* (4000, 9, 2015/10/08) */
Our records do not indicate the conversation Ms.[redacted] stated she had with our office. American Dream Home Improvement does take pride in our Customer Service and this is not the way we would train our representatives. If this action did happen to take place, we would like to apologize to Ms.[redacted] as this is not an act we would stand for. On 10/8/15 our office was able to resolve the discrepancies regarding the invoice Ms.[redacted] had concerns on.
We agreed to an accommodation for her frustrations and Ms.[redacted] will be submitting her final payment to close her account. As Ms.[redacted] stated to our Customer Service Supervisor she is satisfied with the outcome and her desired resolution was met. If Ms.[redacted] has any further questions or concerns, we ask her to contact [redacted]
Final Consumer Response /* (2000, 11, 2015/10/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Spoke with Ms [redacted] about my concerns,an itemized bill and the rudeness of the ADHI rep on the phone.Ms [redacted] apologized for the rep but also stated to you in her response and also that they had no record that such a conversation ever happened. This was a 3 way conversation,my ins adjuster was also on the phone(the rep from ADHI called him.) I gave Ms [redacted] his name so that she could call and verify same.Ms [redacted] and myself agreed that Total Due:$356.50 Ms [redacted] stated that she would e-mail me a invoice.Haven't received it as of 10/17/15 Response Resolution Accepted!

Complaint: [redacted]
I am rejecting this response because:As before, except the promise as in the business response, there have been nobody showing up and nothing done. I have wasted time on waiting repairing crew showing up. 
Sincerely,
[redacted]

Our company has spoken with both Ms. and Mr. [redacted] regarding their concerns in their filed complaint on 8/01/16, 8/02/16, 8/05/16, and again on 8/09/16. Since the reported complaint, the service issues were addressed by our Service Crew replacing a previously made custom flashing on the roof where...

the porch meets the house. No interior damages where found during the service and Mr. [redacted] also confirmed with our Customer Service Supervisor on 8/11/16 that there are no interior damages. Although Ms. [redacted] mentioned in her complaint that she originally wanted the replacement of the gutters, downspouts, and shed to be completed, she has since decided on 8/01/16 that Ms. [redacted] did not want any further work to be completed. Mr. [redacted] contacted our office on 8/9/16 indicating that his insurance company was requesting a final inspection to be made in order to release the depreciation on the claim and needed verification that ice and water shield was installed. Our office contacted Mr. [redacted]’s insurance company on 8/09/16 to gather more information regarding an inspection, but the insurance adjuster stated that an inspection did not need to take place and the depreciation was already released on 7/25/16. On 8/11/16 photos regarding the installation of the ice and water shield was provide to Ms. [redacted] by email. Our Customer Service Supervisor has since attempted to contact both Mr. and Ms. [redacted] regarding their account, but neither party has returned a call or email. Our records indicate Mr. [redacted] signed a contract with American Dream Home Improvement on June 22nd, 2016 and the roof replacement was completed on July 20th, 2016. Per the contract, the initial payment was due upon the arrival of materials, but as of today no payment have been made and a final invoice was provided to Mr. and Ms. [redacted] by email. Verifying all funds have been released to the claim per their insurance company for the work completed, we ask that final payment of $8,996.95 to be made. If Mr. or Ms. [redacted] have any further questions or concerns, we ask then to contact [redacted]

American Dream Home Improvement reached out to Ms. [redacted]
regarding the build that took place on her property.  We have discussed the lack of communication
regarding her property and her build.  An
offer was made to Ms. [redacted] regarding all of the problems that she has
experienced...

with American Dream Home Improvement.  We are working towards an amicable resolution
in order to move forward to accommodate our homeowner as well satisfy the work
that was performed.  Ms. [redacted] is to
follow up with Jeff Mate in our Account Resolutions Department after November 8th,
2015 at 877-[redacted].  We are
confident that we can come to a fair agreement between both parties.

Revdex.com:American Dream Home Improvement did finally give me a correct invoice.  If they don't have records of the multiple emails and phone calls when we told them the invoice was incorrect, then that is a problem with their staff not keeping appropriate records.  I am content with the resolution to my individual case, but urge any future customers to beware this company.
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]

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.  I just want to make note that I left my number several times with customer service so there wasn't any reason why [redacted] didn't have the correct number.
Sincerely,
[redacted]

Although we understand why [redacted] would be upset with
ADHI for health issues he suffered, it is clear that he took it upon himself to
remove the shingles on his own. It is not common practice for homeowners to
remove shingles and other debris on their own. Our standard pricing includes
the...

tear off, as does the insurance company’s. However, [redacted] was very adamant
about preforming this part with his son and is liable for any issues that may
come of it, not American Dream Home Improvement.We would also like to point out that half way through the
tear off process, [redacted] reached out to his Sales Representative and asked
for ADHI to step in and remove the rest of the debris. The Sales Representative
advised [redacted] that in order to accommodate his request, we’d have to push
back the roof install. Another concern he had was the state of his roof as we
could not get a crew out to his property within 24 hours. [redacted] declined
our help and proceeded to finish the roof removal himself.Our crew did visit the property to make the roof watertight,
thereafter. A storm came in and water damage occurred on the garage and kitchen
ceiling. Although we are not liable for this damage, we did extend a $600
discount for his inconvenience. Our contract also clearly states that we are not responsible
for damage to landscaping lights, plants or leftover material, however we did
extend an additional discount in the amount of $100. At this point, we have
offered yet another $500 discount in order to close this account which [redacted] has yetto agree on.A service appointment has been scheduled for November 11th to address and repair faulty shingles. All concerns should be resolved by
tomorrow evening and we request that final payment be made by Friday, November
13th in the amount of $13,594.10.We thank the Revdex.com for bringing this matter to our attention
and any further questions may be directed to Heather Hoak at 877-266-8666 ext
140.

Our office has reviewed the complaint submitted by Ms[redacted].  In correspondence from the adjuster to our office, she was accusing our office of billing for items that were not paid out for on the insurance estimate.  We emailed the adjuster back that we are not billing for anything more...

than what was provided on the insurance estimate that she drafted and sent to our office.  If there is a mistake made by the adjuster, she has not advised us of any mistake and has been non-responsive to our office.  Ms[redacted] has hired an attorney who we have been working with as well to resolve this situation.  If the adjuster has made an error, then a revised insurance estimate should be provided to our office for review.  The last time we spoke with Ms[redacted]'s attorney he was also waiting to hear back from the adjuster.  Our office has billed Ms[redacted] exactly what was on the insurance estimate that her adjuster drafted.  If a change needs to be done by the adjuster, then a revised estimate needs to be provided to our office for review.  We ask Ms[redacted]'s attorney to continue to work with our office.  He can reach [redacted] or reach him via email at [redacted].

We have reviewed the complaint and have been in contact with her regarding her issues.  It seems the miscommunication came about due to the sales representative that originally spoke with them no longer working here.  We have our Senior Account Manager working with her to see what we can...

do to rectify the situation.  Should Ms. [redacted] have any further questions or concerns through this process, she should contact [redacted] at [redacted] or email her at [redacted]@adhi4u.com.

Our office has reviewed the complaint that was filed by Mrs. [redacted].  The sales representative [redacted] was working with the homeowners to determine if we were going to do the work or if the money would be refunded to them.  At this point [redacted] no longer works for our company and we have...

agreed to mail a refund back to the Mrs. [redacted].  The check is being sent to them in the mail today since we are not going to do the work.  Should Mrs. [redacted] have any further questions or concerns, she can reach [redacted] or email him at [redacted].

Initial Business Response /* (1000, 5, 2015/08/24) */
Although we understand Ms.[redacted] frustrations, we do not dictate what her insurance company does or does not approve. As a courtesy, our Sales Manager did forward pictures on, however since Ms. [redacted] is not our customer, we ask that the Revdex.com...

remover her complaint from our record.
The Revdex.com may contact [redacted] directly with any questions XXX-XXX-XXXX ext 103.

Complaint: [redacted]I am rejecting this response because:In addition to a contractual release, I want in writing that I will not be charged "restocking" fees. I also want the materials to be picked up from my home no later than Thursday, 6/15/17, at a time that is coordinated between me and someone within American Dream Home Improvement so that I can be there. In addition, I ask that none of the gentleman I have been dealing with come to my home for any reason, including material pickup, due to the harassment I have endured from them.Sincerely,[redacted]

We have contacted Mr. [redacted].  We have addressed the leak, there is still interior damage from that leak.  We have requested an estimate from Mr. [redacted] to have the damages addressed and we will cut him a check.  He has agreed to provide us with an estimate and we can get this account resolved.  Again, should Mr. [redacted] have any further questions or concerns, he should call [redacted] or email him at [redacted]@adhi4u.com.

Complaint: [redacted]
I am rejecting this response because: ADH has not come to an agreement  regarding this issue with me .they do agree that they overcharged me for the work completed on my roof, but have not compensated me accordingly I have been in contact with them several times this week and advised them of the time constraints.  They have not made a final call to advise me of their final conclusion regarding this case. 
Sincerely,
[redacted]

We regret to hear Mr. [redacted] feels he was pressured by our Sales Representative into working with our company. Although our company does not condone said practices and we are a very reputable company doing over 10,000 roofs a year.  We would like to apologize to Mr. [redacted] and look to...

this as a training opportunity for growth in our company.  As it stands, Mr. [redacted]’s agreement has been voided and American Dream Home Improvement has ceased all communication. We ask if the Revdex.com has any further questions or concerns to contact [redacted]

Our Customer Service Supervisor has spoken with Mr. [redacted] regarding the recent correspondence clearing up the confusion his deductible and the payment plan he has agreed too. Mr. [redacted] is still responsible for the deductible, however our office has agreed to accommodate Mr. [redacted] with a discount towards his overall balance due given the circumstances he has endured with his Sales Representative. We apologize again, if Mr. [redacted] feels he was presented with any misleading information regarding his deductible. As stated, we are working with Mr. [redacted] regarding an agreed payment plan in which our office has received the signed document and will continue to work with Mr. [redacted] regarding his balance due in a timely matter. The Indiana Consumer Act listed was an alleged report in which American Dream Home Improvement was compliant in response to any reports and remain in good standing. We ask if Mr. [redacted] has any further questions or concerns to contact our Customer Service Department [redacted]

We continue to work with Ms. [redacted] to resolve her issues.  A refund has already been sent to her for the money she paid for work she decided to not have us perform.  She should have that any day now if she has not already.  We are still going back and forth to come to a resolution for the wrong color trim that she wants to be compensated for.  We expect to have come to a resolution by the end of the week.  We have hired a crew already to complete the remaining workmanship issues that she currently has.  That is expected to be completed within the next week as well.  Our Customer Service Supervisor, Caleb [redacted], will be in contact with Ms. [redacted] to reach a resolution for all of her remaining issues.  Ms. [redacted] can feel free to contact Mr. [redacted] at [redacted] ext. [redacted] or email him at c[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]