American Dream Home Improvement, Inc

Our office has spoken with Mr. [redacted] regarding his complaint.  As soon as the complaint was received, we rushed the gutter crew out there to get this completed as he requested.  This was already in the works prior to the complaint, however we did escalate the situation to ensure the...

work was completed asap.  We have since spoken with Mr. [redacted] and the gutters have been completed and he is satisfied with the gutter replacement.  We have adjusted his invoice and offered accommodation credits to him for any inconveniences as well.  At this point, we are just waiting for Mr. [redacted] to send in the final payment and then his account will be paid in full.  Should he have any further questions or concerns in the meantime, he can feel free to contact [redacted] or email him at [redacted]@adhi4u.com.

American Dream Home Improvement contracted with [redacted] on 3/25/15 for siding replacement approved by the insurance company. We understand that [redacted] does not have legal ownership of the property, but per IL marriage laws ACLU, [redacted] is held accountable to the contract with [redacted]. This has...

been discussed with [redacted] on 10/26/15 as today was the first day that our office was able to get in touch with [redacted] to explain the outstanding concerns regarding the final invoice. It was explained to [redacted] that their insurance company is still with holding the remaining depreciation on the claim as the insurance company reported they did not receive our final invoice. Our office sent the documentation to them on 10/19/15. Our Customer Service Supervisor, [redacted], spoke with [redacted]'s insurance company twice today and confirmed they did receive it however; they were in need of further documentation and our company is working diligently to submit that documentation to them to release the final insurance check.
Although [redacted] states the insurance company was able to match the previous aluminum siding at the property, aluminum siding is not easily made and it is not an industry standard. We did install premium grade vinyl siding which constitutes for the replacement of aluminum. [redacted] is in fact responsible for their deductible as stated on the contract. We are currently in communication with [redacted] and continuing to work out the remaining balance due as he was unaware that the insurance company was still with holding the final insurance check.
Our company would like to apologize to [redacted] for any miscommunication and we ask if he has any further questions to direct them to [redacted]

Our records indicate Ms. [redacted] had a roof replacement that took place back on September 2nd, 2014. As stated by Ms. [redacted]’s in her complaint, the work was not completed in the fall of 2015 but the Fall of 2014. Although our office has explained to Ms. [redacted] that her warranty specifically...

states that defects caused by intentional misuse, negligent care or an Act of God are not covered under her warranty, our office was still willing to investigate the reported blown off shingles until our Service Manager [redacted] spoke to Ms. [redacted] on a recorded line on 8/18/16, and she stated that she was unsure if the shingles on the ground were from her roof or her neighbors. We explained to Ms. [redacted] that we are willing to go out and investigate the reported issues once Mrs. [redacted] can provide photos that in fact the blown off shingles are from our company’s roof replacement and not debris from a neighbor’s roof. We have since emailed Ms. [redacted] a copy of the warranty for her review and have requested her to provide photos, but we have not heard from her by phone or email. We ask if Ms. [redacted] has any further questions or concerns to contact [redacted] or [redacted] at [redacted] otherwise our company considers this complaint closed.

After our company received the second response from [redacted], we spoke with her on 10/19/15 as she was confused and thought she had to respond even though we had reached a resolution. Although [redacted] did send the final payment to our company the payment has not cleared as we are awaiting endorsement approval to process that final check. As of today 10/24/15, our office has sent [redacted] documentation for endorsement.
We regret that [redacted] had to file a complaint in order to resolve any outstanding concerns on her account. Our records never indicated [redacted] having concerns regarding the balance due. We understand our invoicing process may be confusing as we work off insurance proceeds. Once [redacted] check clears on her account we can send her the warranty.

We understand that Mr. ** is still waiting to have all the work completed.  We have a scheduled time to have the repairs made with him for October 20, 2017.  Mr. ** is aware of when we will be out there and we hope to have all of his concerns resolved at that time.  Should Mr. ** have further questions or concerns, he can contact [redacted] or email her 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. As long as we keep the agreement to pay the account off August 25th for 300 dollars. 
Sincerely,
[redacted]

We have contacted Mr. [redacted] regarding the complaint he filed.  We have since resolved all of his issues.  Mr. [redacted] was upset regarding the policy that he has with his insurance company.  Mr. [redacted] has a cheaper policy with his insurance company.  With this policy, the...

insurance company does not pay out for the full replacement cost of the project.  Our contract with Mr. [redacted] is that we will bill based on the price agreeable amount with the insurance company.  That price agreeable amount with the insurance company is the replacement cost value listed on his insurance estimate.  It is unfortunate that his insurance company would not explain the type of policy he has with them.  Due to the circumstances, we have agreed to remove his charges so that he does not have to pay anything more out of pocket besides his deductible.  Mr. [redacted] is happy with our resolution and we believe the matter to be resolved.  Should Mr. [redacted] have any further questions he can reach out to [redacted] at [redacted] or email her at [redacted]@adhi4u.com.

We sent one of our Production Managers back to the property.  We made sure that all of the areas are sealed properly.  While we were there, the chimney was also getting replaced as well as Mr. [redacted] stated in his response.  We still believe the issue to be resolved now that the chimney has been replaced and we have made sure all of the areas are sealed tight.  Should Mr. [redacted] have any issues in the future, he should contact [redacted] ext. [redacted] or email him at [redacted]@adhi4u.com.

Our office is in communication with Mr. and Mrs. [redacted] regarding their reported concerns. We have a scheduled appointment with our Project Manager to meet with Mr. [redacted] either today 9/8/16 or 9/9/16 to investigate the reports of the workmanship with the gutter guards from our roof installation...

completed on 9/19/2014. We ask Mr. and Mrs. [redacted] to keep the line of communication open to with our Customer Service Representative [redacted] or Customer Service Supervisor Heather [redacted], ###-###-#### Ext [redacted] if any further questions or concerns between the inspection process comes up.

We have reviewed the complaint filed by Ms. [redacted]  She is correct that her sales rep, [redacted] no longer works for our company.  It appears he was a disgruntled employee and that is why she wanted to cancel.  We are one of the largest roofing companies in the nation and have a lifetime...

warranty that we provide to homeowners.  We are sad to hear that she is letting one employee prevent her from signing up with us.  She had already made a down payment on her account for $5,852.03.  We understand that she is looking for a full refund.  We have called her the last couple of days but have not gotten any answer when we call and she does not have a voicemail.  We are sending her a refund for the amount she has paid minus the amount of her cancellation fee.  If she has any further questions or concerns she can contact [redacted] at [redacted] or email him at [redacted]@adhi4u.com

We had a supervisor contact Mr. [redacted] to discuss the complaint that was filed.  We appreciate his feedback regarding the customer service agent he spoke with and we will look into that matter further on our end.  We also came to an agreement on compensation for his issues he had with the...

drip edge.  Mr. [redacted] has submitted his final payment and his account is now paid in full.  We believe the issues to be resolved.  Should Mr. [redacted] have any further questions or concerns, he can feel free to contact [redacted] or email him at [redacted]@adhi4u.com.

Our office had already reviewed this file prior to the complaint being filed.  There were code items that were not approved by Mr. [redacted] insurance company as he does not have the proper code coverage.  Mr. [redacted] is under insured and because of that he is responsible for the code items...

that had to be installed per the terms of the contract he signed with our office.  Mr. [redacted] has refused to pay for the code items and we have made an exception in his case to go ahead and close the account down with no additional out of pocket from him.  This is not something that we would normally do as per the terms of the signed contract, he was liable for those charges.  At this time, Mr. [redacted] owes nothing further to our office.  We have already sent the paid in full receipt to him and it has been confirmed that he received that.  We consider the matter closed and ask the Revdex.com to close the complaint.  Should Mr. [redacted] have any further questions or concerns, he can call [redacted] at [redacted] or email him directly at [redacted].

Initial Business Response /* (1000, 13, 2015/05/26) */
Our office has spoken to Ms. [redacted] in great detail about her concerns and she appears satisfied with our response and completion of services. We apologize if she felt any lack of communication. As of 5/20/15, our Service Crew went out to the...

residence and completed any services that were reported. If Ms. [redacted] has any further concerns, we ask her to contact our Customer Service Department at XXX-XXX-XXXX Option 2.
Initial Consumer Rebuttal /* (2000, 14, 2015/05/27) */
Complaint #XXXXXXXX
1 message
Horton, [redacted] Tue, May 26, 2015 at 2:18 PM
To: [redacted]
Hi [redacted] -
Consumer - [redacted] left vm re: above complaint. She stated that the issues have been resolved and she was following-up on the request from American Dream Home Improvement (an AB) to call and inform of us that.
She was also very happy with the Revdex.com because "until they got the complaint they would do nothing not even a return phone call".
d.
[redacted] Director

Complaint: [redacted]
I am rejecting this response because:
Due to the fact I have not agreed  to or have given permission to have American Dream Home to do any work on my  House what so ever.  There are many reports of incedents of this same tactics . They will be receiving a certified letter of cancellation. And let the record show I am not agreeing to have American Dream Home period.
Sincerely,
[redacted]

American Dream Home Improvement is currently in constant communication by email with Ms. [redacted] regarding her account and concerns as stated in the correspondence to the Revdex.com. Ms. [redacted] signed a contract with our company on 08/03/15 and the roof replacement was completed on...

09/08/15. Our records indicate the final invoice was completed on 10/22/15 with Ms. [redacted] insurance company. Although Ms. [redacted] states our company had not returned calls or emails, our records on her account show differently. We would like to apologize if Ms. [redacted] felt the communication was poor and that our Sales Representative had provided misleading information and will continue to find better ways to improve our business as we appreciate every one of our customers feedback. Our Customer Service Supervisor Heather [redacted] is continuing to work with Ms. [redacted] by email and has since provided a corrected final invoice totaling $4608. At this time, there has been no payments applied towards Ms. [redacted] account since the projected has been completed for 171 days. Ms. [redacted] is currently in breach of contract as it states upon the arrival of materials half payment is due and final payment is when work is completed.  The final inspection is scheduled with the city, however due to the city being behind schedule because weather is permitting, there is no set date in order. We have provided the permit number to Ms. [redacted] upon her request to verify with the city her concerns of the inspection. The cities inspection should not refrain Ms. [redacted] from submitting her final payment on her account as she will be provided a warranty with American Dream Home Improvement. We ask Ms. [redacted] to submit final payment to close her account and any further questions or concerns to contact Heather [redacted] 877-266-8666 Ext 140.

American Dream Home Improvement respectively requests that the Revdex.com close this complaint while the homeowner consults with his insurance adjuster or bring this issue to mediation.

Complaint: [redacted]
I am rejecting this response because:  I did respond to them in the beginning - I received calls daily from 5 different people on 5 different properties.  Originally said I owed them $8-10K more; then it went down to $4-5K not he says $3k.  The reason I stopped dealing with them is that they won't start from the correct point.  [redacted] advised I would owe no more than what the insurance company approved and paid for and only for the work they actually did.  They said they would deal with them.  [redacted] one of their main guys - came to my house and went thru the adjuster estimates - line by line - item by item and told me what work they would do - what work to deduct from the adjuster's payout (for work they weren't going to do) and told me specifically how much I would owe them from the adjuster's itemized estimates and my deductibles less my coupons and referral credits.  Based on that information that [redacted] provided (which I sent to these people along with the payments) I agreed to let them do the work.  I only agreed because of the line by line review by [redacted] and he showed me exactly what I would owe them.  Then it started - they were supposed to give me notice of when they were coming so I could advise the tenants - they did not.  They damaged two of my buildings (minor).  Then they started to bill me for things not covered nor approved by me or the insurance company.  (I still have copies of those bills as proof of what they tried to bill me originally).  Then they started to call so often, I did stop answering.  As to the overpayment of $1,000 - it is correct.  If they look at the estimate of [redacted] - it includes $1,000(+-)payment from [redacted] for replacing part of the garage roof/siding (don't recall which off top of my head) - They did not do this work - but I forgot to deduct that amount from the payment I sent them.  On the front of each adjuster estimate is the amount she allowed - the amount I deducted for work not done - and then I sent two checks - one for the work done and paid by nationwide and then a check for my $1,000 deductible.  Based on these estimates - I agreed to the work so my stand is if they go by what I agreed to with [redacted] - and they live up to their contract - I owe -0-.  There is nothing for me to go thru or talk to them about since their guy told me what to pay and I paid it in full plus the overpayment.  If they take me to court, I will call [redacted] to the stand to testify that I did exactly what he told me to do.  I also have two witnesses to this meeting and to our conversations. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/11) */
American Dream Home Improvement takes pride in our workmanship and our customer satisfaction, we regret that Mr.[redacted] feels that we did everything but that for him. Mr.[redacted] signed a contract on 11/13/2015 to have his roof replaced by American...

Dream Home Improvement, per request of the homeowner we waited until spring for work to start. Our company installed the new roof on 03/26/2015 with the temperature in the mid 40's, which is acceptable per the manufacture. Mr.[redacted] also had new gutters installed on 04/11/2015 that State Farm fully approved to have done.
Mr.[redacted] had some issues with his patio regarding the foundation, unfortunately our company cannot be held responsible for the install performed by another company. We did offer the homeowner a courtesy credit for the delay in putting up his gutters that caused some extra water to go around the home, but that offer was denied by Mr.[redacted]. Our company apologized to Mr.[redacted] for the misplacement of his[redacted] dish, we did give him a credit towards his account in the amount of $100.00 for the inconvenience.
On 06/07/2015 Mr.[redacted] notified his sales representative,[redacted] that he was having a leak in the garage. Our service crew completed the repairs on 06/17/2015. Our company received confirmation from the Village of[redacted] that we passed their final inspection for the work performed. On 08/04/2015 our Senior Customer Service Specialist, [redacted] reached out to Mr.[redacted] regarding his compliant and to address any questions or concerns. [redacted] explained to Mr.[redacted] that his insurance company did in fact cover all cost to have the gutters fully replaced. We offered the homeowner a gift card for any confusion or miscommunication he felt took place regarding his account, Mr.[redacted] denied the offer. Mr.[redacted] has paid his balance in full and has no further obligation with us. If any further questions arise, Mr.[redacted] may contact [redacted] at [redacted]

We have reviewed this complaint that was filed by Mrs. [redacted].  The work has been completed.  We apologize for the delay with the city in getting this project built.  Our office did though speak with Mr. and Mrs. [redacted] on numerous occasion though so we are not quite sure why in the...

complaint they state nobody returned their calls from the office.  We spoke with them on 8-10, 8-25, 8-28 we spoke with them twice, 8-29, 8-30 we spoke with the homeowners at least 3 times that day to provide updates.  We believe the complaint to be resolved as the work has been completed.  Should Mr. or Mrs. [redacted] have any further questions or concerns, they can feel free to contact their account manager [redacted] or email him at [redacted]@adhi4u.com.

Complaint: [redacted]
I am rejecting this response because: ADHI continues to disrespect the time, feelings, and STRESS that they are putting my wife and I through. The 2 and 1/2 days I spent in the hospital included Migrane headakes and athsma attacks that are easily TRIGGERED BY STRESS and my wife and I have been very stressed because of all the trouble with ADHI so they are directly responsible for at least half of my medical bill. As they mentioned in there response they were to be at my house again today (11/11/2015) and they were NO CALL NO SHOW. Today was Vetrand day and I am a DISABLED VETERAN so I would have loved to go out to the airfield with my friends and other veterans instead of waiting for them to not show up. I spoke to [redacted] insurance today about the incorrect ridge vents that were installed (VERRY CHEEP VENTS) And ADHI refuse to replace with the correct vents saying insurance did not pay for the original type and this is simply not true. They are supposed to be professanel roofers and they looked at my roof knowing what was up there and know that if it is insurance claim it needs to be equal or better quality. I should not have to get another inspector on my roof to tell me that the installation of the shingles and ridge vents is substandard product and workmanship. Just think of how many of there customers have no idea what is on there roof. The insurance ([redacted] has pictures of the ridge vents befor they were removed that proves the ones they installed are not correct and they need to replace them with the right ones at no cost to me or [redacted] They also mentioned that they are not responsible for the property damage per there contract. I do not know of anything in the contract That said they are not responsible for damage due to flagrant damage abuse and misuse of my property and landscape This is simply them being lazy. They had many places that they could have put there laders and throw there scraps down that would have avoided damaging my lights and flowers. What is funny is that I removed the all the shingles without damaging anything. I am still having stress headakes and The stress of this is taking its tole on my wife to. They are trying to demand payment on shingles and ridge vents that are not installed correctly, damaged, and substandard material. I am not going to pay them for that. There own worker ([redacted]) told me that they got shingles from the same lot that was returned the first time that were deteriorated and old.  He also said the roof he put on looked like it has Been through a hale storm already. They flat out lied to me and told me they were from a diferant lot. I am getting tired of there misleading answers, lies, and wasting my time. I also lost two days wages for the time I was in the hospital. If they do not come to a reasonable solution and repairs for my roof by next week I am going to hire another company to do the repairs/replacment of the roof and vents by another company and the costs of those repairs will be deducted from payments to ADHI. [redacted] has advised me to contact a lawyer to deal with these issuues and pursue medical bills and lost wages related to the stress and worries. There are many bills including respiratory therapy and pain meds related to the athsma and stress headaches that I am still having. I asked for very little help from them for these bills and they rejected it so If this is not settled by next week I will pursue more resanable payments for medical bills and deductibles for these items. 
Sincerely,
[redacted]