American Dream Home Improvement, Inc

American Dream Home Improvement has been in contact with [redacted] on multiple occasions to resolve any outstanding issues as indicated in their complaint. Our Service Technician went out to the property on 10/26/15 completing the reported issue with the ice and water shield. Although [redacted]...

states that she wants the metal valley put back up it has been communicated to her that the metal valley was not installed due to the ice and water shield constituting as a substitute and an upgrade. Ice and water shield counter acts as an additional water barrier compared to the old version of a metal valley.
Our Service Department has a scheduled date to come out to the property to complete the gutter apron weather permitting as this was not done during the replacement of the gutters. We have since apologized to [redacted] due to the installation being over seen by our gutter crew. Our company will not be performing any additional work for the gutter guards as [redacted] requests due to her insurance company not covering it. [redacted] understands and will seek completion of the gutter guards elsewhere.
Customer Service Supervisor, [redacted] is working diligently with [redacted] to resolve any damages that occurred at the property. We have reiterated to [redacted] per her signed contract that our company is not responsible, but we are willing at this time to accommodate her at a reasonable request. We ask if [redacted] has any further questions or concerns to contact [redacted] directly [redacted]

American Dream Home Improvement has been in constant communication for a resolution regarding the referenced matter that occurred at the property and our office is continuing to work thoroughly with Mr. [redacted] to complete the project. There seemed to be a bit of a mix up as to whom was the policy...

holder for the rental property, but it has since been verified. Our Customer Service Supervisor, [redacted] continues daily to keep in contact with Ms. [redacted] while our Production Department validates the product of siding material specifically requested by Ms. [redacted] to be installed. Once our office confirms the product and Ms. [redacted] signs off on the release form provided to her by email, the crew will be scheduled to finish the replacement of siding at the property. In the meantime, it has been explained to Ms. [redacted] that the property is water tight while working out the finishing touches on the siding replacement. We would like to apologize if there was any confusion in this matter and we ask if Ms. [redacted] has any further questions or concerns to contact [redacted] directly by email or phone at [redacted].

We regret to hear that Ms. [redacted] is choosing to cancel the contract with our company due to miscommunication with our Sales Representative. As it stands, Ms. [redacted]’s’s agreement has been voided and the 15% cancellation fee has been waived. American Dream Home Improvement does over ten thousand roofs...

a year and we are rated to be one of the number one roofing companies in the nation. Ms. [redacted] is currently not our customer, but if she chooses to have work completed at the property in the future we ask that Ms. [redacted] would reconsider our company.  At this time, we request the Revdex.com to close the complaint or remove this complaint from our records. Should the Revdex.com have any further questions, please contact Customer Service Supervisor [redacted]

Initial Business Response /* (1000, 5, 2015/09/18) */
Ms.[redacted] roof replacement was completed on 8/31/15. We understand how our billing process may appear to be confusing and apologize to the homeowner if she felt it was not properly explained to her. Our company invoices off of insurance proceeds...

meaning that the homeowner would only be responsible for the deductible portion as stated on their contract. As of today, we have reached a final price agreement of $12,668.76 and no payments have been applied. As per the contract Ms.[redacted] signed, half payment is due upon the arrival of materials. We are requesting Ms.[redacted] to submit payment towards her account.
Our company can not determine or compare the price of another property owner's account as we have a privacy policy that protects all of our customers.
On 9/15/15 our office was informed the roof had some minor damages. Our Service Department is working thoroughly to address those issues that have been reported. Again, we request Ms.[redacted] to submit her payment towards her final invoice. Should she require further assistance, we ask her to keep the lines of communication open and to contact [redacted]

We went to the property on 7/11/17 to address the areas of concerns they had with the workmanship.  It was to believed to have all been resolved at that time, as the homeowner signed a completion form.  Until just the other day, Mr. [redacted] is now stating that the crew did not complete all...

of the repairs when we were last present at the property.  We have set up another service ticket to send the crew back out there to inspect the work and make any further repairs needed.  A break down of the invoice is also being sent to Mr. [redacted] per his request.  We bill straight from the insurance estimate so those charges are already broken down for them, but we have no problem going over that with him to make sure there are no billing discrepancies.  Should Mr. or Mrs. [redacted] have any further questions or concerns, they can feel free to reach their Account Manager [redacted] at [redacted] ext. [redacted] or email her at [redacted]@adhi4u.com.

Complaint: [redacted]
I am rejecting this response because: gutter aprons have not been replaced, just a add on (bandaid fix) more response to come.....I am making notes and will add to this response  
Sincerely,
[redacted]

We have reviewed the complaint and apologize for any misunderstanding that took place.  A cancellation process had been submitted and no work will be performed at the property.  Should Mr. [redacted] have any additional questions, he can contact [redacted]9 or email...

him at [redacted]@adhi4u.com.

We have reviewed this complaint filed by Mr. [redacted] and disagree with the allegations.  Originally, only his house roof was going to be completed and not his garage roof.  The sales representative advised to only send in the money for the house roof since he was not going to have us do the...

garage roof.  He sent in the first check and shorted the garage roof portion.  Then Mr. [redacted] decided that he wanted to have his garage roof completed, which we then did.  Mr. [redacted] spoke with our office and claimed he was only sending us a certain dollar amount because that was all he received from his insurance company.  We contacted the insurance company with him on the phone and the insurance company stated that was incorrect and verified he did short money to us for the work done.  He has been trying to withhold payment and it appears he is trying to profit off the insurance money.  When he first reported an issue to us about his drip edge, it was in December.  We went to the property and corrected the issues he had immediately.  Numerous voicemails were then left with him to confirm the crew completed everything and that he was happy with the work so he could pay the final balance.  There was no response from him until mid-February.  He then claimed the crew didn't complete the work in December and that he still had an issue with the drip edge.  We immediately sent the crew back out there and corrected the issues with the drip edge.  After that was completed, we spoke with him and there was never any mention of any other issues.  He told our office he was going to pay us slowly because we had taken 2 months to complete the service call.  Had he returned any voicemails or contacted our office in those 2 months, it would have been addressed.  Since that phone call in February, we have left a voicemail nearly every week, sent out several notices, and sent a settlement offer to take care of the account before it is sent to collections.  We received no response from him until July 1st, 5 months later.  When we spoke with him on the 1st, he said he was not going to pay us because we came out two times already so he didn't think he should pay us.  He demanded a refund for what was paid.  We offered discounts for the poor cleanup that he mentioned in the complaint as well even though that was never brought up to anyone in all the calls we have had with him.  He refused any credits.  He would not tell us if issues still persist or allow us to even look to see if there is any issue.  Mr. [redacted] contacted the Revdex.com and we followed up with him twice since then.  He refuses to let us even see if there is an issue, he just demands a refund.  If there is a legitimate issue at his property, we will address his concerns.  We ask the Revdex.com to step in to help mediate the situation.  We are requesting Mr. [redacted] to allow us to inspect his roof.  If there is an issue, we will address it like we do with all of our customers.  If there is no issue, than payment is due for the work that was completed.  We find it odd that months have gone by and there was never any mention of issues in that time.  Mr. [redacted] can discuss this with his account manager, [redacted] or email her at [redacted]@adhi4u.com.

On 11/16/15 [redacted] our Cooperate Service Manager, and
our Customer Service Supervisor [redacted] had completed a conference call in
order to come to a reasonable resolution with [redacted] and her concerns with
the install of the gutter apron. [redacted] reported there is nothing physically
wrong with the install, however she reports she just doesn’t like the install
cosmetically. In order to accommodate [redacted] as a courtesy we came to an
agreement upon written correspondence by email that our company will redo the installation
of the gutter apron if [redacted] pays her account in full. [redacted] had agreed
on our recorded line that she would be happy with that outcome. Our office had submitted an email to [redacted] on 11/18/15,
as requested by [redacted] in which she responded on 11/24/15 rejecting the resolution.
We are in communication with [redacted] to come to reasonable resolution that
will benefit both parties involved in a timely matter. We ask that [redacted]
contacts [redacted] to continue the open line of
communication in hopes to come to a reasonable resolution.

Initial Business Response /* (1000, 5, 2015/06/23) */
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.
Our company has gone above and beyond for the [redacted] property...

regarding their service issues and concerns. The first service call the homeowner placed was on 03/13/2012 for siding, this was addressed on 03/15/2012, homeowner was happy with the service completed and voiced no other concerns. The homeowner notified our company of another service issue for their garage siding on 05/25/2013, this was addressed on 06/05/2012. On 04/29/2013 the homeowner notified our company of a hole in their siding, our company came out on 05/07/2013 and completed that service. Our service team has been to the property every time the homeowner had an issue, and we addressed them each time.
After 2 years had gone by Mr. & Mrs. [redacted] contacted us stating that they are having more issues with the work that was done. On 6/19/2015 our company sent our Service Director to the property for a walk through, the findings showed that all the concerns stem from structural inaccuracies beyond our control and are unrelated to our workmanship. Our service department has informed Mr. & Mrs. [redacted] of this information.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/13) */
In response to ADHI comments. All of the issues we are experiencing are due to improper installation of the siding on our home. [redacted] came out to review these issues and sighted that these we indeed workmanship issues and needed to be corrected. However, when the ADHI contractor came to our home while no one was home, ([redacted] 9th, 2015) he repaired only 2 of the several areas needing to be redone to correct the issues. If they had followed through on the previous 3 scheduled appointments that my husband had taken off work for, he would have been instructed as to what other areas of the home needed to be addressed. Without a homeowner present, we were not able to confirm that all the work was indeed done that day.
Per our conversation with [redacted], who was the representative that came to do a walk through 2 months ago, the windows in the back of the home, that now require duct tape to hold them in place, would be repaired. [redacted] agreed that the framing was done improperly and needed to be redone. During this walk through, the gutter over the garage that they installed is falling off and he agreed that that also needed to be addressed. The wrap around our front and back door frames were installed improperly and over time are now damaged from improper installation. [redacted] agreed once again that this was their mistake and would be repaired also. 3 of the windows of our home still remain nailed shut. These are "pocketed" windows that the contractor knew about during installation and still used nails too long or poorly placed. [redacted] tried each window and agreed that they were indeed nailed shut from the outside siding. On [redacted] 9th the contractor only fixed one area of sagging and rewrapped a front porch post.
During the removal of the old siding the contractor damaged the existing flashing in many areas of the home. While unprofessional and sloppy, we are not asking for all of these to be repaired. However, the non-working windows, damaged door frames, falling gutter and correctly nailing the siding to avoid future issues, we feel are the very least they need to address to continue to claim that they take pride in workmanship.
We were assured by their representative that all of these installation problems would be fixed asap. To date, only 2 have been addressed. We contacted[redacted] (6/22/15) and she instructed us to e-mail her a list of the issues we are still experiencing along with any other important information pertaining to the case. She assured us that she would get back to us later that day of first thing Tuesday morning. To date we still have not heard back from her. [redacted] and other representatives from ADHI have all indicated to us, through various phone conversations, that do not intend to address any of the rest of the issues with the home. This prompted us to file this case with the Revdex.com.
The siding has sagging issues throughout the home, due to the lack of proper nailing of the panels. Over time, these areas will continue to sag and fall off, and we will continue to find it necessary to call ADHI in the future to have it repaired. I have attached pictures of the home during the renovation and it clearly shows these windows without the necessary duct tape needed today. I have also attached pictures of all of the remaining issues.
These are not "structural inaccuracies" but solely due to poor workmanship from their subcontractor who preformed the renovation. Their own representative agreed to all of these issues and agree during the walk through that they would rectify them as soon as possible, with his apologies for having waited so long. We feel they would like to drag the timing on these repairs out until the warranty expires or until we finally get tired of the endless lack of quality customer service from ADHI.
Thank you Revdex.com for your time and attention to this matter.
UP-Date (7/3/15): My husband called and spoke with Ms.[redacted] yesterday after not hearing anything back from her for the last 2 weeks. She told my husband that she would look into it again, but that she was told that all the issues had been addressed. We told her they are not all addressed and she said she would get back to us, yet again.
Sincerely,
[redacted]
Final Business Response /* (4000, 13, 2015/07/22) */
On 07/21/2015, our National Director of Service,[redacted], reached out to Mr. [redacted], on behalf of our Customer Service Team. [redacted] will be scheduling an appointment with the [redacted]'s to reinspect their siding. Any loose siding and areas that need to be re-caulked will be addressed, however any additional structural issues will not be repaired. Mr. [redacted] understood and stated that he agreed to these terms.
We request that Mr. & Mrs. [redacted] contact our Senior Customer Service Specialist,[redacted], at [redacted] in the meantime with any questions.

Initial Business Response /* (1000, 5, 2015/07/17) */
Our records indicate that Mrs.[redacted] signed a contract with our company on 11/06/2014 to have her roof replaced, which was completed on 12/18/2014. Due to a previous and separate claim in 2012, that our office was not aware of, her insurance...

company, American Family, was not willing to release her depreciation money to us which became a billing discrepancy for the work we completed and unrelated to that 2012 claim. Our office requested the[redacted]'s assistance in straightening out this matter by calling them and leaving messages on 01/29/2015, 02/03/2015, 03/23/2015, 04/01/2015, 04/15/2015, 04/21/2015, 04/28/2015, 05/19/2015, 06/23/2015, and 06/26/2015, with no response. Our office eventually discounted the bill $7,324.68 as we could not properly the invoice with American Family.
The account was past due and a sticker was placed on the property on 7/2/2015. The very same day, our office received a call from the new homeowners indicating that the Sage's no longer lived at that residence. On 7/7/2015, Ms.[redacted] contacted our Customer Service Department to make a payment of $1,023.43 and stated she was filing a complaint with the Revdex.com but would not elaborate.
We regret that Ms.[redacted] had to escalate her concerns with the Revdex.com as this matter could have easily been sorted out with our Customer Service Department. A credit of $500 has been applied to the outstanding amount of $6,824.68 with American Family. We ask that Ms.[redacted] contact our Senior Customer Service Representative, [redacted], at[redacted] to resolve this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have left 3 messages for [redacted], and have not received a call back.
Final Business Response /* (4000, 9, 2015/07/27) */
We acknowledge that Ms.[redacted] left 3 voice mails for [redacted] over the weekend. One message was left on Friday, 07/24/2015 at 4:45 p.m., the second message was left on Saturday 07/25/2015 at 9:30 p.m., and the last message was left Sunday 07/26/2015 in the evening.[redacted] office hours are Monday through Friday 7:30 AM to 4PM and as[redacted] voicemail greeting indicates, all calls will be returned 24-48 hours.
As of today at 1:10 PM, 07/27/2015,[redacted] spoke with Ms.[redacted] and explained her invoice in great detail. As her signed contract stated, our company invoices for insurance proceeds. Ms.[redacted] and her insurance company was not willing to work with us regarding billing discrepancies so a balance of $6,824.68 was administratively closed. Ms.[redacted] requested a credit of $500 and our company honored her desired resolution to make up for any inconvenience she felt she experience. The credit was discounted from the six thousand dollar amount that was administratively closed.
Ms.[redacted] no longer lives at the property and we have honored her request therefore, we consider this matter closed.
Final Consumer Response /* (4200, 11, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First I did not leave a message on Saturday 9:30, I left 2 messages on Friday one at 3:30 and one at 4pm. It did not state which time zone the calls had to be made as well as her message did not state business hours. When I left the message I left on Sunday, that voice message did state the office was closed. I did receive a call from Ms.[redacted] on Monday 7/27, my husband was in the car with me and could hear her tone and what she was saying as I didn't have the call on speaker, she immediately was defensive of the 3 messages I left and then responding via the Revdex.com that the resolution wasn't satisfactory. I explained that the reason I filled out the Revdex.com was because it was due by the 27th and that I was driving out of state all day on Monday the 27th and needed my response recorded. Ms.[redacted] then stated that this complaint was because of the insurance company not releasing additional funds and that we actually owed over $6k. In Jan. '15 an adjustment was made to account due to insurance discrepancies reducing the balance to $1k, and that American Dream Home Improvement credited us $500 I explained that that was not what the complaint was for. It was for shotty work completed by American Dream Home Improvement and very poor customer service. My husband and I had to fix what American Dream Home's work. We had to put in our own labor time, purchase the products to fix it as well as hire a contractor to install and repair their installation. We have provided photo's to[redacted] of the damage and what needed to be fixed and we called[redacted] dozen's of times or resolution. In speaking with Ms.[redacted] on Monday July 27th the poor customer service continues, Ms.[redacted]'s tone was, in my opinion threatening, and stated that the Revdex.com is only a mediator and that nothing else was going to come of this. I again explained that my opinion was that it was not resolved and that American Dream Home Improvement is still not acknowledging their fault in the additional time/labor, product, and repair of the work performed. The balance was $1k we called[redacted] numerous times to resolve, we paid the $1k, when I did call in the payment I explained to Caleb the customer service agent that while I understood his role that no I was not satisfied and that I would be filing an Revdex.com complaint about the shotty work completed. He stated he was sorry to hear that and the call ended. At this point I would like other consumers to know what to expect when doing business with American Dream Home Improvement.

We would like to formally apologize to Ms. [redacted] if she felt disrespected by our Sales Representatives in any way. It is not our company's intent to upset homeowners or make them feel uncomfortable when working with them, their insurance company, or during the roof replacement. Ms. [redacted]...

informed our Sales Manager of an unfortunate experience last year with being robbed. We completely understand her hesitations and have released her from any contractual obligations with American Dream Home Improvement and wish her well.

To the Revdex.com, Account Manager [redacted] contacted Mr. [redacted] on the following dates to resolve his concerns: 5/9, 5/15, 5/16, 5/17, 5/19, 5/24, 5/25, 5/26, 5/30, 5/31, 6/5, 6/6, 6/12, and four times on 6/15. Our office has received zero communication from Mr. [redacted]. The phone numbers we have on file are [redacted] and [redacted]. We respectively request that the Revdex.com close this complaint until Mr. [redacted] contacts your office or our Account Manager.

Our Company has contacted Mr. [redacted] regarding his concerns in the complaint and has since resolved the complaint on July 25th, 2016. MR. [redacted] signed a contract with American Dream Home Improvement on May 11th, 2016 and completed a roof replacement on June 16th, 2016. In the terms of the contract...

that Mr. [redacted] signed states, “The deductible is the homeowner’s responsibility.” Acknowledging these terms, Mr. [redacted] still proceeded to have the work completed. We apologize if there was any lack of communication from our Sales Representative explaining the terms of the agreement, but eliminating a deductible is illegal. Our Customer Service Supervisor Heather Hoak has spoken with Mr. [redacted] on several occasions resulting to a reasonable resolution. Mr. [redacted] admitted to accidentally using insurance proceeds of $1507.93 towards bills instead of paying American Dream Home Improvement those proceeds towards the work we did. Mr. [redacted] has since agreed to make payments towards his deductible as well as the used portion of the insurance proceeds. We ask that Mr. [redacted] continues to be compliant with payments to close his account in a timely matter and our office considers this complaint closed. If Mr. [redacted] has any further questions or concerns, we ask that he contacts [redacted] or our Customer Service Department at [redacted]

Our office has reviewed all of the issues.  The issues with the mold were due to poor ventilation and was pre-existing.  During the install, a vent was not replaced which accelerated the mold issue.  Even though most of this was pre-existing, we have agreed to cover the cost for that as well as the repairs to his roof.  Mr. [redacted] balance with our office is over $8,000 and the cost for the mold remediation is around $3,000 and the heating and air repairs are $199.  We have decided to wipe the balance here in our office so he can make the necessary repairs and to cover for any unforeseen damages or repairs that may be needed in the future.  Should Mr. [redacted] have any further questions or concerns, he can contact [redacted] or email him at [redacted]

According to our records, Mr. [redacted] signed a contract with American Dream Home Improvement on 3/29/16 for roofing, siding, and gutter system replacement that has been completed at this time, however as of today, we are still working on the installation of installing the skylights at the...

property. Although our company typically does not install skylights during a roof replacement as there can be concerns or issues with the process such as; specialized orders that can take time to receive the order, which is the case in this matter. Our Customer Service Supervisor [redacted] has been in constant communication with both Mr. and Mrs. [redacted] about their issues via email and is continuing to work on the best resolution to resolve their issues. Our office would like to apologize for the delay and any lack of communication regarding the said trades to be completed.  All scheduling regarding restoration is weather permitting. Due to the special order of the skylights, we are currently waiting for the items arrive and will be installed immediately upon receiving and all communication will be related with Mr. and Mrs. [redacted]. The siding that was previously reported in the complaint has since been completed at the property on 5/23/16, however minor damage did occur to a couple of windows and our office is currently working with Mr. [redacted] for compensation for the window damage. Our records do indicate that we have contacted Mr. and Mrs. [redacted] for payment because our contract states, “Payments are to be made half upon the date of delivery of materials, and balance upon completion of work.” As of today, payment has not been received and when requesting payment to be made from Mr. [redacted], he has refused until all agreed resolutions have been met. Our company strongly advises to make a good faith payment in the meantime, but will continue to work with our customer on payment arrangements. American Dream Home Improvement is continuing to work with the Mr. [redacted]’s Insurance Company and Mortgage Company with the finalization of the claim. Once our resolution has been met, Mr. [redacted] mentioned the account will be paid upon reasonably agreed accommodations with both parties. We ask if Mr. or Mrs. [redacted] have any further questions or concerns to contact [redacted] or by email as resolution regarding their account is being addressed in a precise direction.

Our office has tried to communicate to Ms. [redacted] regarding their concerns with American Dream Home Improvement, however at this time there has not been any communication returned from Ms. [redacted]. We have called and left plenty of messages requesting a returned call at different...

times of the day. We have emailed Ms. [redacted] three times and no returned email. Our office has also sent a certified letter of communication, again no returned communication to come to a reasonable resolution. We request Ms. [redacted] to submit a copy of the insurance estimate as our company bills off of insurance proceeds, but due to Ms. [redacted] not supplying a copy resulted her invoice to be contract priced. American Dream Home Improvement does not do interior repairs as it states on the contract we only do roofing, siding, and gutters and downspouts. Although Ms. [redacted] states she still has service issues we request she opens the line of communication so our office can not only complete a service if needed, but resolve the billing discrepancy. We ask that Ms. [redacted] contacts Heather [redacted], by phone, email, or mail so both parties can come to a reasonable resolution. American Dream Home Improvement will consider the Revdex.com complaint closed and request Ms. [redacted] to submit their final payment due.

Initial Business Response /* (1000, 5, 2015/07/17) */
American Dream Home Improvement apologizes if Mr. [redacted] feels there has been a lack of communication from our company. However, account notes do not show any incoming calls from Mr. [redacted] regarding any leaks. Our Service...

Manager,[redacted] sent a Service Tech out to Mr. [redacted]'s property on 7/14/15. The inspection revealed that a small section was not installed correctly over the kitchen and this will be repaired immediately. We request that Mr. [redacted] contact our Senior Customer Service Specialist,[redacted] at 877-266-8666 Ext 150 with any further questions or concerns.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Came out and made necessary repairs.....

American Dream Home Improvement acknowledges this complaint and/or review. We have made the choice to withdraw our accreditation from the Revdex.com and as such, our Customer Service Team will diligently and happily work with the complainant to come to a mutual resolution to rectify this situation. Please...

contact our Customer Service Team at[redacted]or at [redacted]. Our customers are our #1 priority, and we will be sure to rectify this matter in a prompt, courteous, and professional manner.

We are currently working with Ms. [redacted] on a resolution to her complaint.  We did investigate the leak that was reported in September.  When we went to correct the leak, there was not excessive water damage to the flooring.  The estimates that we received for Ms. [redacted] are to...

replace the flooring throughout the entire house.  There was a minor leak in one area and we are willing to compensate Ms. [redacted] for the area of flooring that was damaged, but we can't be held liable for the flooring to be replaced throughout her entire home.  We have spoken with Ms. [redacted] and are waiting for an agreement from her as to how she wishes to proceed.  Ms. [redacted] can contact [redacted] at [redacted] or via email at [redacted].