American Dream Home Improvement, Inc

American Dream Home Improvement has recently received documentation from Mr [redacted] cancelling their contract with our company. We would like to apologize if there was any confusion in the process as our company received verbal information back on 05/16/16 that work was still going to move forward, however this is not the case, and our company feels there seems to be a lack of communication between Mr and Mrs [redacted] that has since been resolved. We regret to hear Mr. [redacted] chose to forgo work with our company and Mr [redacted]’s contract has been voided. We ask if the Revdex.com has any further questions or concerns to contact [redacted]

Initial Business Response /* (1000, 5, 2015/10/13) */
American Dream Home Improvement had went out to the property to service for additional clean up at on 1/20/15 which was completed. On 3/27/15 Mr.[redacted] reported a leak to our office and that was also reported completed on 4/1/15. Our...

office was informed by the city the work the work failed inspection due to defective roofing materials. American Dream filed a claim with Owen's Corning on April 8th, 2015. Throughout the process Mr.[redacted] was made aware from the start that our company was doing everything we could to make the situation right. Our records indicated the re-roof was completed on 10/3/15 and the crew went back out to the property on 10/8/15 since extra material had to be ordered. We regret to here they filed a complaint due to the re-roof and communication on their account.
Since the completion of the re-roof our office has tried to contact Mr.[redacted] and we have not heard back. American Dream Home Improvement reports the roof has been completed and passed [redacted] final inspection as requested for the resolution. Our office has obtained a copy of the passed [redacted] as well as photos of the completion of the re-roof. We ask if Mr.[redacted] has any further questions or concerns to contact our office [redacted] for Customer Service.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To be quite honest, American Dream Home Improvement could have done a much better job handling our roofing job. I would like to once again reiterate that many, many of our phone calls were not answered and many, many of our phone messages were not returned. In your last paragraph you claim that your office tried to contact us and that you did not hear back. This cannot be farther from the truth, as we did return your call and once again, no one answered the call and no one returned our message. So, please, do not say that you never heard back from us!
The timeline that you have laid out is correct, but you chose to omit the many phone calls we had to make in between the dates you listed. You chose to omit what a hassle it was for us, your customer, to get any action or "customer service" from your company. You claim that your company was doing everything you could to make the situation right. If that is the case, why has it taken a YEAR to get our roof completed properly and pass [redacted] Why, on two separate occasions, was our job shorted on materials? Why did ADHI have to order "extra materials"? Why was the amount of materials needed not calculated from the start? Why, on several occasions, were the laborers sent to other jobs before completing ours? Why was there such a huge lack of response and communication from ADHI? Why did ADHI, after initially installing the roof in October 2014, not schedule the inspectors until February 2015? Yes, we understand that the inspectors were very busy, but when we called ourselves to schedule the inspection because we were tired of waiting of ADHI to do their job, the inspector was at our house within 2 days. So why did it take 4+ months for ADHI to do it?
Yes, ADHI came out to our property in January 2015 for additional clean up, but only after we made several calls and complaints in October, November and December 2014.
The roof did not fail inspection only due to defective roofing materials, as you claim. One of the reasons the roof initially failed inspection was because ADHI failed to connect two vents on the roof, resulting in water damage to the drywall inside the house. Oh, and did I mention that one of the vents ADHI failed to connect was the carbon monoxide vent? Oh yes. So for 4+ months, unbeknownst to us, the carbon monoxide vent in our roof was completely disconnected. Thank God that we did not experience any health issues because of their negligence!
Why did it take nearly 2 months for ADHI to file a claim with Owens Corning? Why did it take Owens Corning so long to respond to the claim? Representatives of ADHI were sent to our home to take pictures of the roof to submit to Owens Corning. Why on earth did the ADHI representative send Owens Corning pictures of the gutters on the ground near the house? Why did it take us, again, many phone calls to get an ADHI employee back out here to take proper pictures? Incompetence on the part of ADHI - that is why! Please don't make it sound like such a cut and dry issue, American Dream Home Improvement, for we all know that is not the case.
We stand by our opinion of our experience with ADHI, and we stand by our complaint with the Revdex.com. While we have finally obtained closure of this matter (i.e., roof is complete and passed [redacted] we find it no coincidence that it only happened after filing this complaint with the Revdex.com.

American Dream Home Improvement takes pride in our workmanship and our Customer Service, we appreciate our customer’s business as we know their home is their biggest investment. Mr. [redacted] signed a contract agreement with American Dream Home Improvement on 09/04/15 and the roof replacement was...

completed on 10/05/15. Our company has gone above and beyond for the [redacted] property regarding their service issues and concerns. The first service call was placed on 12-24-15 for a service request related to a reported leak by the chimney. When our service crew went out to the property and investigated the reported leak they verified the leak was coming from the chimney pipe chase top which our company did not replace or bill for to be replaced. This was explained to Mr. [redacted] on 01/05/16 in which they understood that a licensed and certified HVAC specialist would need to replace or repair said chimney cap. After receiving the Revdex.com complaint our service team did a second investigation on 2/22/16 and again verified the brick chimney and chimney cap need the proper maintenance such as; tuck pointing on the brick and the cement base is cracked/shattered and needs to be re-cemented. Mr. [redacted] did sign off on a service completion form that they were satisfied with the service on 01/05/16. Our office will supply a copy of the document to the Revdex.com upon request. We have explained to Mr. [redacted] that the metal roof was in fact leaking prior to ADHI performing the work and our office has also confirmed with Mr. [redacted]’s insurance adjuster on 2/22/16 who emailed our Sales Representative supportive photos and information stating, “I have attached the pictures of the preexisting water damage to the enclosed porch ceiling at [redacted] This was how the ceiling appeared during my initial inspection on 9/9/15 at 11am. This damage was not covered by the insurance.” Our office has photos and will supply to the Revdex.com upon request. We do apologize if Mr. [redacted] feels he was threatened by our Sales Representative as our company does not practice those types of actions. Our company has been in business for almost a decade and we service more than 12 states. We do take pride in our relationships with our homeowners and with our insurance companies. We have tried to contact Mr. [redacted] several times by phone and email and at this time Mr. [redacted] has been unresponsive. We ask Mr. [redacted] to contact Heather [redacted] 877-266-8666 Ext 140 and open a line of communication to come to a reasonable desired resolution regarding the outstanding balance due.

Our office has left a voice message in attempt to contact Ms. [redacted] to come to an amicable resolution between the two parties. Work was completed on the roof and siding at the [redacted] residence on July 24th, 2015. The [redacted]'s had purchased a policy from their insurance company that does not pay out...

for the depreciation portion of their claim. This depreciation is part of the replacement cost value. We had spoken to Ms. [redacted] regarding this non-recoverable depreciation and had explained that it is a policy specific and that the terms of the contract do not take into account for a homeowner's policy specific designations. As a resolution to this job, American Dream Home Improvement is willing to dissolve the remaining balance for Mr. & Ms. [redacted]. Because American Dream Home Improvement is discounting the remaining balance down to zero from the $5089.72 that was still due, we will not refund that remaining $221.11 for the fascia and gutters. If Ms. [redacted] has any further questions, she can contact our Customer Service Department at [redacted] option 2.

Initial Business Response /* (1000, 10, 2015/09/10) */
Upon contact with our production assistant,[redacted]s on the morning of September 10th, 2015, the [redacted] agreed to let an American Dream Home Improvement crew back on to their property in order to fix any remaining issues. Upon the...

arrival of the crew this same afternoon, Ms. [redacted] decided that she no longer wanted to cooperate with American Dream Home Improvement and refused to let the crew on her property. Upon our office learning of Ms. [redacted]'s change of heart, we have again reached out multiple times in order to come to a resolution with the [redacted]. All subcontractors are licensed, bonded, and insured through American Dream Home Improvement and are backed up by our workmanship warranty to our homeowner. We are confident that we can come to an amicable solution with Ms. [redacted] if she is willing to work with us. We ask that she contact our customer service department at XXX-XXX-XXXX and dial option 2.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I left for work at 8:15 a.m. on the morning of September 10th and did not return home from work until after 6 p.m. My son and husband were both at work all day also. Impossibility that we spoke with[redacted]s, when none of us were here. I personally have not seen or spoken with Mr. [redacted] since around 1 p.m. on the 26th of August. I then returned to work and have not seen or spoke to him since.
Final Consumer Response /* (4200, 16, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been told many times that someone would be out here to finish the contracted job (roofing, guttering, siding). Mr. [redacted] also said that he would make sure that all issued were taken care of and up to building code for our area. Still have not seen the roofers to take care of the lack of any ice barrier and the nails that are sticking up. The siding has not been caulked in areas that need it, to prevent insect and water entry. The guttering is still missing off the back of the house. Per a phone conversation, he said that he personally would be here last Thursday afternoon or Friday. An email sent on Friday said he and his crews would be here Monday morning, It is 11:46 am and we still have not seen anyone.
Final Business Response /* (4000, 21, 2015/10/14) */
Our office spoke with Ms. [redacted] this morning regarding the completion of the services to the roof, gutters, and siding. We did verify with our service team, as well as Ms. [redacted], that the services have been completed. An adjuster from Ms. [redacted]'s insurance company will be out to inspect the services that were done on the property. Ms. [redacted] informed our office that she has sent out the first payment along with some pictures for us to review. The [redacted] and American Dream Home Improvement are working together to come to a resolution of this account. If Ms. [redacted] has any further questions or concerns contact [redacted]

We regret to hear that Ms[redacted] feels she was pressured by our Sales Representative into working with our company. As it stands, Ms[redacted]’s agreement has been voided. Our Sales Representative has not met with Ms[redacted]’s insurance adjuster leaving the claim unfilled as it was never reported...

yet. Ms[redacted] is not our customer and we request the Revdex.com to close the complaint as Ms[redacted] is now aware her contract has been cancelled. Should the Revdex.com have any further questions, please contact Customer Service Supervisor [redacted].

We apologize if there was any miscommunication between our sales staff and Mr. [redacted] as that was not our attention.  We do have a signed contract that states there is a cancellation fee if the contract is not cancelled within 3 days.  However, due to this particular situation and the...

misunderstanding that happened, we are waiving the cancellation fee.  No work will be completed on this property and all communication has been stopped.  Should Mr. [redacted] have any further questions or concerns, he can feel free to call [redacted] or email him at [redacted]@adhi4u.com.

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]

American Dream Home Improvement would like to apologize to Mr. [redacted] if he felt our Sales Representative over pursued the representation of our business and will pass along the information regarding Mr. [redacted] request. We appreciate the feedback in regards to his concerns. Our company asks the Better...

Business Bureau to remove this complaint as Mr. [redacted] is not a customer of American Dream Home Improvement.

Initial Business Response /* (1000, 5, 2015/07/08) */
Our office has been in communication with Ms.[redacted] regarding her concerns, and we have set up for our Service Specialist,[redacted] to meet with the homeowners and address all their service needs. We have apologized to Ms.[redacted] for the lack...

of communication in this matter, and will make sure all repairs are done to the homeowners satisfaction.
Our Senior Customer Service Specialist, [redacted], has informed Ms.[redacted] to please reach out to her personally with any other questions or concerns.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First the ADHI tried not to cover anything due to them saying that they did the work out of courtesy as the warrenty would not extend over due to we were not the original owner. ADHI I also sent us a letter that the previous owner called them and had them transfer the warrenty over into our name. On the letter it did state that we are covered for a warrenty for five years on the roof. They then told of that a[redacted] from their service department would be calling us to set up a time to get the issues taken care of. We received a voicemail from a[redacted] and he stated he wanted to set up a time to come out and ck our skylights for us. I then emailed [redacted] with ADHI letting her know this and that they are not going to ck them anymore and that we want them either repaired with the parts from the manufacture or replaced to match our other one. We have not heard back from either [redacted] or[redacted] or[redacted]. This was on Wednesday, July 08, 2015.
Final Consumer Response /* (4200, 18, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have stated to us that they will install new skylights but we have to pay for the skylights. We are not happy with what they are saying due to they are the ones that damaged our skylights. They had no damage on them before ADHI touched them. Their company is the one that took and put all the ck and flashing on our skylights. They also still leak depending on how hard it is raining and how the rain is coming down. We never wanted them to actually mess with the skylights of the leak that we were having was not in the skylights themselves. It was on the roof line below the skylights is where they were leaking. Please let me know what we need to do from here. They keep saying that they will collect them and that is the repair. And their service rep[redacted] came out and even told us that's just a temporary fix and that they need repaired with parts from the manufacture [redacted]
Final Business Response /* (4000, 16, 2015/08/21) */
Our Account Resolution Manager,[redacted] and our Senior Customer Service Specialist, [redacted] have been in touch with Mr. [redacted] and Ms.[redacted] regarding their request for their skylights to be replaced. We have offered a resolution to the homeowners that our Service Team would come out and fix the issue at hand, Mr. [redacted] and Ms.[redacted] have denied the service. At this time, since other options have not been accepted, American Dream Home Improvement has agreed to assist the homeowners with looking into pricing and installing new skylights, at the cost of Mr. [redacted] and Ms.[redacted].
American Dream Home Improvement has explained in great detail to Mr. [redacted] and Ms.[redacted] what we are willing to do regarding the services. We ask that the homeowners contact[redacted] at [redacted] or [redacted] Ext[redacted] with any other questions or concerns.

We have spoken with Mr. [redacted] about the complaint that was filed.  It seems that there was miscommunication that happened on the front end of this.  Mr. [redacted] had filled out a finance application and it was believed he understood that there was going to be an additional out of pocket cost...

due to the insurance company not paying out for everything on the claim.  We have discussed this with Mr. [redacted] and we have agreed to remove the charge on his invoice and his account is paid in full.  Should Mr. [redacted] have any additional questions, he can contact [redacted] or email him at [redacted]@adhi4u.com.

Initial Business Response /* (1000, 5, 2015/06/22) */
American Dream Home Improvement would like to apologize to Ms. [redacted] for any confusion or inconvenience she felt regarding our response time or the terms of our warranty. Both our Customer Service and Service Department promptly reached out to...

her on June 19th, 2015 to address her concerns. Although our Customer Service Department was not successful with reaching her right away, our Service Department did speak with her later that evening to schedule an appointment the following morning. Unfortunately, Ms. [redacted] refused to agree to the appointment without a clear explanation.
This issue then escalated to our Senior Customer Service Specialist who then spoke to Ms. [redacted] the next day, June 20th. It was explained that our company had quickly responded to her concerns but that a desired resolution was not being communicated to our office. Ms. [redacted] did agree to a service inspection that will be scheduled in the next couple of days, pending weather conditions, after we agreed to waive the $75 inspection fee. Ms. [redacted] also indicated that she had a different roofing company inspect her roof and caulk a few areas which will need to be closely inspected by our technician. We will discuss our findings and decide how it will effect the terms of our warranty upon completion of the inspection later this week. Should Ms. [redacted] need additional assistance in the meantime, we ask that she contact our Senior Customer Service Specialist, [redacted] at XXX-XXX-XXXX extension [redacted]

Initial Business Response /* (1000, 10, 2015/05/11) */
Our company has spoken with Ms. [redacted] in great detail about her concerns and she appears to be satisfied with the outcome as she indicates she has reached out to the Revdex.com marking her complaint as satisfied. We have...

apologized to Ms. [redacted] regarding lack of communication from our sales representative and will take her feedback as a training opportunity for future business.
As for the siding, Ms. [redacted] is fully aware that our office only does full approvals based off of insurance proceeds as indicated on her contract. We ask that Ms. [redacted] submits her final payment to close her account out and if she has any further questions to contact Heather Hoak at XXX-XXX-XXXX Ext [redacted]

American Dream Home Improvement takes pride in our workmanship and our Customer Service, we appreciate our customer’s business as we know their home is their biggest investment. Mr. [redacted] signed a contract with American Dream Home Improvement on 10/13/15 and the roof replacement was completed on...

11/13/15.  We apologize to Mr. [redacted] about the delayed service at the property for the reapplication of the rolled roofing. Our company has since completed the service on 12/23/15 as explained to him prior the service was delayed as weather was permitting due to manufacture installation instructions. We have spoken to Mr. [redacted] on 12/24/15 and confirmed he is satisfied with the outcome of the service and he will be reinstalling the solar panels on his roof.  Our Service Department is still awaiting confirmation of the final inspection, upon notification we will inform Mr. [redacted] of the results. Mr. [redacted] states that he’ll be reversing his payment back onto his account and will soon submit his final payment. We are requesting Mr. [redacted] to send a copy of the revised insurance estimate to Heather Hoak our Customer Service Supervisor in order to finalize the invoice. We ask for Mr. [redacted] to continue the line of communication as our company processes the completion of his account. If Mr. [redacted] has any further questions or concerns, direct them to [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]

Ms[redacted] contracted our office to perform work.  It sounds unusual that she did not receive a copy of the contract.  We have already forwarded her the front which she received and we will ensure she receives the back which does state the cancellation policy.  Since Ms[redacted]...

has insisted that she never received a copy of the contract she signed, there will not be a cancellation fee charged to her.  She mentions in the complaint that the sales representative was present during the adjuster's inspection.  This is standard protocol when you sign a contract with our company and file a claim for the damages.  Our contract states that we will only perform the work if it is approved by the insurance company.  We need to verify that the work is actually being approved by the insurance company.  Also, she mentions in the complaint that the sales representative took pictures of the insurance estimate.  On the contract it also states that we bill based off of the insurance claim filed.  We only bill out what insurance covers and the only out of pocket cost would be the deductible.  We need a copy in order to know how much insurance paid out on the claim so we can bill accordingly.  It does also state on the back of the contract that 1/2 of the payment is due upon delivery of materials and the other 1/2 is due once the work has been completed.  That was why payment was asked for when materials were dropped off.  Since she is claiming she never received a copy of the contract that she signed, it makes sense why she didn't understand how everything would have went.  We have closed the account with no balance being due to us.  All materials have been picked up.  Should Ms[redacted] have any further questions or concerns, she can reach out to [redacted] at [redacted] ext. [redacted] or email her at [redacted]@adhi4u.com.

Our office has tried to reach out to [redacted] regarding his expressed concerns with his final invoice. We have called [redacted] on 10/2/15, 10/8/15, 10/12/15, and today 10/13/15 with no response back. We understanding that our billing process may seem confusing as we work off of insurance...

proceeds. When filing a claim the homeowner is responsible for paying their deductible as stated on the signed contract [redacted] signed on 10/2/14.
American Dream Home Improvement apologizes to [redacted] if he feels he was lied too, but again as stated on the contract agreement [redacted] is responsible for the deductible when filing a claim. We regret that he had to file a complaint when this could have been resolved with our office on a reasonable resolution. At this time, due to lack of communication we our offering an administrative close towards [redacted]'s account without warranty. Should [redacted] want a workmanship warranty we ask him to contact [redacted] Customer Service Supervisor [redacted]

American Dream Home Improvement has been in contact with [redacted], daughter of Ms. [redacted] who as indicated to be the power of attorney regarding her concerns with the work performed. We do apologize to Ms. [redacted] if she felt she had to escalate her concerns to the Revdex.com in...

order to resolve her issues. At this time, we are still continuing to work with [redacted] regarding the workmanship issues and balance on her mother’s account. We ask [redacted] to continue to keep the lines of communication open regarding her concerns to be addressed in a timely matter with our Customer Service Supervisor [redacted]

American Dream Home Improvement has resolved the issue with Ms[redacted]  We spoke with her and her adjuster Bobby.  It was confirmed that our invoice was correct and that we were not over charging Ms[redacted]  Ms. [redacted] realized that she had not turned over all of her payments to...

American Dream Home Improvement.  Ms. [redacted] has now sent in the remaining balance and the account is now paid in full.

American Dream Home Improvement has spoken with Mrs. [redacted] regarding her concerns expressed in the filed complaint on October 21st, 2016 and have since completed the outstanding service at the property and currently awaiting the final re-inspection to be completed with passing results. Our Customer...

Service Supervisor [redacted] explained the process of filing a claim with Mrs. [redacted] and the explanation of the terms of the contract as indicated, American Dream Home Improvement works based off the sole discretion of the insurance company’s approval. The insurance company’s estimate indicates the approval for work to be completed and should have been provided to Mrs. [redacted] by her insurance company. We would like to apologize to Mrs. [redacted] if there was any lack of communication between our Sales Representative and our Service Department. [redacted] will be working with Mrs. [redacted] on an accommodation credit for her frustrations once the final passing re-inspection is completed. We ask if Mrs. [redacted] has any further questions or concerns to contact [redacted] directly at [redacted]