American Dream Home Improvement

After receiving [redacted] s recent correspondence our office has not received a call as indicated in his complaintWe have again contacted [redacted] on 10/28/15, 11/2/15, and 11/3/leaving voicemails to contact our Customer Service Supervisor [redacted] We understand that our billing process may seem confusing as we work based off of the sole discretion of the insurance companies approval, however [redacted] insurance company did not approve of the full replacement of the guttersWe apologize if there was any miscommunication with [redacted] and our Sales Representative and we will take into consideration for future accounts American Dream Home Improvement will continue to try to contact [redacted] and open the line of communication to resolve any outstanding concerns and accommodations to resolve this matterOur company will honor [redacted] warranty once his account is paid in full per his signed contract or once our office can speak with [redacted] n to come to a reasonable resolutionWe ask for [redacted] to contact [redacted] to address any further questions

Our records indicate Ms [redacted] had a roof replacement that took place back on September 2nd, As stated by Ms [redacted] ’s in her complaint, the work was not completed in the fall of but the Fall of 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 neighborsWe 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 roofWe 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 emailWe ask if Ms [redacted] has any further questions or concerns to contact [redacted] or [redacted] at [redacted] otherwise our company considers this complaint closed

Complaint: [redacted] I am rejecting this response because: In this report it is said that they are agreeing to pay for the damages that they caused and even claimed in this response but in fact they are saying that with my insurance money for my roof there is enough to get the $worth of repairs done as well So they are refusing to pay for the damages that they caused and have claimed they caused and are telling me to pay it and they will just wipe my bill I will have to move forward with an Attorney because they seem to refuse to make right what they have made wrong Again [redacted] I told him many times over, I do believe I am not being irrational about my request for them to fix my damages and get rid of my bill with them since my roof leaks worse that it did when a hail storm came through, so I will have to pursue this further Sincerely, [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 ***, 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]

Thank you for reaching out to American Dream Home ImprovementADHI received notice of complaint on 12/We have been unable to locate the account in question as we do not have any clients in our system matching any of the information provided to identify the homeownerUpon reaching out by phone for further information to allow us to locate the account, the number can not be completed as dialedMultiple attempts at various points during the day have been attemptedUpon reaching out via the email address provided, the server replies that the mailbox at the provided address is unavailableWe will be happy to review further however at this time we are unable to identify this file as an American Dream Home Improvement customerFor further assistance, please reach out to [redacted] via phone at [redacted] or via email at [redacted] @adhi4u.comThank you

We have reviewed this complaint that was filed by Mrs*** The work has been completed We apologize for the delay with the city in getting this project built Our office did though speak with Mrand 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-we spoke with them twice, 8-29, 8-we spoke with the homeowners at least times that day to provide updates We believe the complaint to be resolved as the work has been completed Should Mror 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

Initial Business Response / [redacted] (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 satisfiedWe 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 contractWe 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 ***

Our office has reviewed the complaint that was filed by Mrs*** 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*** 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]

Ms [redacted] signed a contract price agreement with American Dream Home Improvement on 10/07/and the roof replacement was completed on 12/4/Ms [redacted] ’s roofing materials were delivered at the property on 12/3/allowing a hour window of a cancellation form to be submitted, however that was not processed due to communication error with Ms [redacted] and our Sales RepresentativeAlthough Ms [redacted] did sign a contract with American Dream Home Improvement, our company is willing to accommodate Ms [redacted] given the unforeseen circumstancesWe would like to apologize to Ms [redacted] regarding this matter as our company does not conduct business this wayOur office has since communicated with Ms [redacted] and came to a reasonable desired resolution resulting to her account being closedWe ask if Mr [redacted] has any further questions or concerns to contact Heather [redacted] 877-266-Ext or our Customer Service Department 877-266-Option

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 cancellationAnd let the record show I am not agreeing to have American Dream Home period Sincerely, [redacted] ***

Our office spoke with Mrs [redacted] today We asked her what color she had wanted and what color she received She said that she wanted "Teak" but received "Brownwood" After further investigation into why a different color was installed, it was shown the Mr [redacted] signed the contract on 6-14-asking for "Teak" There was an appointment a month later to meet with the insurance adjuster and Mrs [redacted] was present At that time, she had switched the color to "Brownwood" Mrs [redacted] did confirm this today as well that she requested "Brownwood" shingles We installed the color that Mrs [redacted] had requested us to change it to After speaking with her, she feels that the shingles look more orange on her roof than they do on the sample Since the roof color that was requested was installed on the roof, there would be no reason for us to replace the roof as the color requested was installed Mrs [redacted] seemed to understand but still may be upset that the roof color doesn't look the way that she thought it would Should Mrs [redacted] have further questions, she can reach out to [redacted] at [redacted] and email me at [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted]

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 investmentMr [redacted] signed a contract agreement with American Dream Home Improvement on 09/04/and the roof replacement was completed on 10/05/Our company has gone above and beyond for the [redacted] property regarding their service issues and concernsThe first service call was placed on 12-24-for a service request related to a reported leak by the chimneyWhen 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 replacedThis was explained to Mr [redacted] on 01/05/in which they understood that a licensed and certified HVAC specialist would need to replace or repair said chimney capAfter receiving the Revdex.com complaint our service team did a second investigation on 2/22/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-cementedMr [redacted] did sign off on a service completion form that they were satisfied with the service on 01/05/Our office will supply a copy of the document to the Revdex.com upon requestWe 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/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/at 11amThis damage was not covered by the insurance.” Our office has photos and will supply to the Revdex.com upon requestWe do apologize if Mr [redacted] feels he was threatened by our Sales Representative as our company does not practice those types of actionsOur company has been in business for almost a decade and we service more than statesWe do take pride in our relationships with our homeowners and with our insurance companiesWe have tried to contact Mr [redacted] several times by phone and email and at this time Mr [redacted] has been unresponsiveWe ask Mr [redacted] to contact Heather [redacted] 877-266-Ext and open a line of communication to come to a reasonable desired resolution regarding the outstanding balance due

Initial Business Response / [redacted] (1000, 10,***15/08/28) */ We regret that Mr[redacted] felt that he had to escalate his concerns to the Revdex.com as we are certain this can be resolved by speaking with a member of our management team at our corporate officeOur Senior Customer Service Specialist, [redacted] spoke with Mr[redacted] on August***,***regarding his concerns with his sales representative and the work being doneMr[redacted] informed [redacted] that he has been in contact with our Sales Manager Ben and he is taking care of the situation for him We ask if Mr[redacted] have any further concerns or questions he reach out to our Customer Service Department at XXX-XXX-XXXX Option [redacted] Initial Consumer Rebuttal / [redacted] (2000, 12,***15/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the sales manager and he is working with me on thisOn thing to note, the reason, I went to the Revdex.com because I had contacted customer service times (twice by phone and once using the internet chat feature) and all they were do was escalate the issue to the sales rep who wasn't responding to me in the first place

Our company has been in contact with Mr [redacted] addressing his concerns regarding the filed complaint resolving it in a satisfactory outcome as of today, August 3, Mr [redacted] signed a contract agreement with American Dream Home Improvement back on March 6th, for a roof replacement completed on April 16th, Although Mr [redacted] did sign a contract based off of insurance company approval, our records indicate in between the adjuster’s outcome and the completion of roof replacement, Mr [redacted] and our Sales Representative had a verbal agreement for retail expense for the garage roofAfter speaking with Mr [redacted] there seemed to be some lack of communication and due to there not being a written agreement our Customer Service Supervisor [redacted] came to an accommodation with Mr [redacted] closing his account outWe would like to apologize to Mr [redacted] for lack of communication regarding the inspection resultsOur records indicate the service for repair per the city were completed and a final re-inspection through the City of Moline took placed on May 10th and passedUpon request a copy of the passing inspection can be provided to Mr [redacted] from American Dream Home ImprovementWe ask if Mr [redacted] has any further questions or concerns to contact [redacted] 877-266-Ext and the Better Business Bueru considers this complaint closed

American Dream Home Improvement has recently received documentation from Mr [redacted] cancelling their contract with our companyWe would like to apologize if there was any confusion in the process as our company received verbal information back on 05/16/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 resolvedWe regret to hear Mr [redacted] chose to forgo work with our company and Mr ***’s contract has been voidedWe ask if the Revdex.com has any further questions or concerns to contact [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 investmentMr [redacted] signed a contract with American Dream Home Improvement on 10/13/and the roof replacement was completed on 11/13/ We apologize to Mr [redacted] about the delayed service at the property for the reapplication of the rolled roofingOur company has since completed the service on 12/23/as explained to him prior the service was delayed as weather was permitting due to manufacture installation instructionsWe have spoken to Mr [redacted] on 12/24/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 resultsMr [redacted] states that he’ll be reversing his payment back onto his account and will soon submit his final paymentWe 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 invoiceWe ask for Mr [redacted] to continue the line of communication as our company processes the completion of his accountIf Mr [redacted] has any further questions or concerns, direct them to [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 performedWe do apologize to Ms [redacted] if she felt she had to escalate her concerns to the Revdex.com in order to resolve her issuesAt this time, we are still continuing to work with [redacted] regarding the workmanship issues and balance on her mother’s accountWe 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] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ American Dream Home Improvement takes pride in our workmanship and has since addressed Mr [redacted] concernsWe apologize Mr[redacted] had lack of commutation to complete the services at the time of his complaintWe have confirmed with Mr[redacted] that the gutter issue was addressed at his satisfactory Our office has since sent Mr[redacted] his final invoice reflecting a balance due of $with no payments applied to his account and we are requesting full and final payment to be submitted no later than 9/30/We ask if Mr[redacted] has any further questions or concerns to contact Customer Service Supervisor [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