American Dream Home Improvement

American Dream Home Improvement will not charge Ms [redacted] an restocking feesHer account has been deactivated and all communication has ceasedOur supplier has already picked up the material as of June 14thWe wish Ms [redacted] well

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 dayWe have emailed Ms [redacted] three times and no returned emailOur office has also sent a certified letter of communication, again no returned communication to come to a reasonable resolutionWe 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 pricedAmerican Dream Home Improvement does not do interior repairs as it states on the contract we only do roofing, siding, and gutters and downspoutsAlthough 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 discrepancyWe ask that Ms [redacted] contacts Heather ***, by phone, email, or mail so both parties can come to a reasonable resolutionAmerican Dream Home Improvement will consider the Revdex.com complaint closed and request Ms [redacted] to submit their final payment due

Our office has spoken with Mr [redacted] regarding his current failed inspection through the city in which we have a service scheduled to be completed, but we are not able to complete the corrective actions that are required due to weather permitting the materials to fully cooperateOur Customer Service Supervisor did go over the details of the corrections with Mr [redacted] on 01/04/and he had stated he understood, however wanted to be accommodated due to exceeding high costs with one of his monthly bills from the solar panels not being installedWe have agreed with Mr [redacted] a reasonable and fair accommodation will be honored to resolve his concerns Again, we apologize to Mr [redacted] for delayWeather is permitting proper sealing of the materials installedMr [redacted] is a valued customer and we currently have the service ready to be completed once the temperatures comply for the corrections to pass inspectionWe request Mr [redacted] to provide a copy of the revised insurance estimate in the meantime, in order for our office to finish processing the claim and finalization of his invoiceWe ask if Mr [redacted] has any further questions or concerns to contact [redacted] ***

At this point, we are sticking with our original response If the homeowner would like for us to do the work, we can However they must understand that they will be charged a deductible If they would like to discuss moving forward with us replacing their roof, they can contact [redacted] ext*** Again, the deductible is required by law to be paid so this will be billed to them should they agree to move forward with having us do the work If they would like help with getting the check reissued with the insurance company, Jeff can also help them with that as well

We have spoken with [redacted] son as he asked to be the point of contact moving forward We explained that we did install the drip edge correctly, the issue comes down to the color of the drip edge They have agreed that a credit would suffice and they will paint the small strip if they do not like the color that was picked out We believe the issue to be resolved If [redacted] or her son have any further questions or concerns, they can reach out to [redacted] at [redacted] or email her at [redacted] @adhi4u.com

We have reviewed the complaint filed The reason the work was not started, was because the homeowners did not want to pay their deductible They stated the only way we could do the job is if they did not have to pay out of pocket By law, we cannot waive a deductible If we would do the work, the homeowners would need to pay their deductible Since this is not what they want to do, no work will be completed Our contract states that to be binding, the work needs to be completed within days Since the days has been passed, the homeowners are released from the contract at no penalty Should the homeowners agree to the terms of our contract which states you are responsible for your deductible, we will be more than happy to meet with them again and perform the work We have not received any checks from the homeowner and nothing has been deposited on the account If there is a check that is missing, they will need to contact their insurance adjuster and get the check reissued If the homeowners have any further questions or concerns, they can feel free to contact [redacted] or email him at [redacted] @adhi4u.com

Ms [redacted] contracted with American Dream Home Improvement for a roof replacement completed on 7/21/On 7/21/16, Ms [redacted] reported to the sales representative of a leak that occurred due to negligence of not tarping the roof on 7/20/16, however of office has photos showing the roof was tarpedLater on 7/22/16, our Service Coordinator [redacted] attempting to schedule an appointment with Ms [redacted] to meet at the property to review the reported leak at 3:PM, but Ms [redacted] cancelled stating she could not meet at that timeOn 7/25/16, [redacted] went out to the property and took over photos and did several tests indicating that none of the drywall, flooring, walls, etcwere wet, but had signs of pre-existing water damageOn 7/28/16, both [redacted] and another Coordinator went out to the property again, conducting an additional investigation in which nothing was wet nor were any repair completed by our companyOn 8/3/16, our Customer Service Supervisor [redacted] spoke with Ms [redacted] to go over all of her concerns and requestsWhen asking Ms [redacted] to present receipts for the moisture testing and remediation, Ms [redacted] could not provide receipts or reportsMs [redacted] claimed that moisture test came back fine and nothing was remaining wetOur office has continued to work with Ms [redacted] at several attempts to come to a reasonable resolution even though all the facts point back to pre-existing conditions and all reports and photos can be provided to the Revdex.com upon requestAlthough the listed resolution in the complaint states that Ms [redacted] feels she should not be responsible for her deductible, our office has explained to Ms [redacted] that waiving a deductible is illegal and will not be allowed by our company, however, we have since came to terms accommodating Ms [redacted] with additional stipulations within the accommodation creditMs [redacted] has agreed and both parties have now come to a resolutionMs [redacted] states that she will submit the final payment due towards her account once its received from the insurance company within the next 7-businessWe ask if Ms [redacted] has any further questions or concerns to contact [redacted] ***

We regret to hear that Ms [redacted] is choosing to cancel the contract with our company due to miscommunication with our Sales RepresentativeAs it stands, Ms***’s’s agreement has been voided and the 15% cancellation fee has been waivedAmerican 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 nationMs [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 recordsShould the Revdex.com have any further questions, please contact Customer Service Supervisor [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/of the payment is due upon delivery of materials and the other 1/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

We regret to hear Mr [redacted] feels she was pressured by our Sales Representative into working with our companyAs it stands, Ms [redacted] ’s agreement has been voided and the 15% cancellation fee has been waivedOur office and Representatives have ceased all contact and material will be picked up as soon as possibleIf the Revdex.com has any further questions or concerns, please contact [redacted] otherwise we consider this complaint closed

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Our Senior Customer Service Representative has been in contact with Ms [redacted] to discuss the confusion over her chimney replacementMs***'s insurance company did not approve the replacement, however our sales representative made an agreed to discount the work after her roof replacement was paid for in fullMs***'s account remained open so her Sales Representative did not submit the paperwork to our Production DepartmentMs [redacted] has since agreed to make a $payment toward her existing balanceOnce our office receives this payment, we will schedule the chimney replacement with the understanding that the remaining balance be paid in full once complete, as outlined in her contractWe ask Ms [redacted] to contact [redacted] at XXX-XXX-XXXX at extension if she has any questions

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] requestWe appreciate the feedback in regards to his concernsOur company asks the Better Business Bureau to remove this complaint as Mr [redacted] is not a customer of American Dream Home Improvement

We regret to hear that Ms [redacted] feels she was pressured by our Sales Representative into working with our companyAs it stands, Ms [redacted] ’s agreement has been voidedOur Sales Representative has not met with Ms [redacted] ’s insurance adjuster leaving the claim unfilled as it was never reported yetMs [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 cancelledShould the Revdex.com have any further questions, please contact Customer Service Supervisor [redacted] ***

Complaint: [redacted] I am rejecting this response because:I, [redacted] filed a complaint against American Dream Home Improvement, Inc on August 24, My complaint ID number is [redacted] When the company replied to my complaint, I did not see my message and therefore did not replyI called Revdex.com and they resent the company's message which I have readI strongly disagree with their response, therefore I am requesting a reopening of my original complaintPlease let me know what steps I can take in order to pursue a solutionThank you Sincerely, [redacted]

Initial Business Response / [redacted] (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/which was completedOn 3/27/Mr[redacted] reported a leak to our office and that was also reported completed on 4/1/Our office was informed by the city the work the work failed inspection due to defective roofing materialsAmerican Dream filed a claim with Owen's Corning on April 8th, Throughout the process Mr[redacted] was made aware from the start that our company was doing everything we could to make the situation rightOur records indicated the re-roof was completed on 10/3/and the crew went back out to the property on 10/8/since extra material had to be orderedWe 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 backAmerican Dream Home Improvement reports the roof has been completed and passed [redacted] final inspection as requested for the resolutionOur office has obtained a copy of the passed [redacted] as well as photos of the completion of the re-roofWe ask if Mr[redacted] has any further questions or concerns to contact our office [redacted] for Customer Service Initial Consumer Rebuttal / [redacted] (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 jobI 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 returnedIn your last paragraph you claim that your office tried to contact us and that you did not hear backThis 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 messageSo, 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 listedYou chose to omit what a hassle it was for us, your customer, to get any action or "customer service" from your companyYou claim that your company was doing everything you could to make the situation rightIf 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 daysSo why did it take 4+ months for ADHI to do it? Yes, ADHI came out to our property in January for additional clean up, but only after we made several calls and complaints in October, November and December The roof did not fail inspection only due to defective roofing materials, as you claimOne 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 houseOh, and did I mention that one of the vents ADHI failed to connect was the carbon monoxide vent? Oh yesSo for 4+ months, unbeknownst to us, the carbon monoxide vent in our roof was completely disconnectedThank God that we did not experience any health issues because of their negligence! Why did it take nearly 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 CorningWhy 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.comWhile 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

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.

Our office has been in communication with Ms [redacted] regarding her complaint and has since resolved her concerns with any confusion Ms [redacted] hadWe would like to apologize to Ms [redacted] if there had been any confusion with the explanation of the process of filing a claim as it states in Ms [redacted] ’s signed contract dated May 31st, 2016, American Dream Home Improvement contracts all approvals based off of the sole discretion of the insurance companyThe damages reported by Ms [redacted] were not damages caused by our workmanship, but pre-existing and a partial approval listed in Ms [redacted] ’s insurance estimatePictures can be proved upon the Revdex.com’s requestThe insurance company did not fully approve of the replacement of the fasica or the siding therefore, Ms [redacted] can have the repairs completed from another contractorWe regret to hear Ms [redacted] ’s insurance company did not approve a complete replacement for the items listed on the estimate and feel it could have been resolved with a call to our Management in our Corporate officeAt this time Ms [redacted] has a balance due of $1,and request the final payment to be submitted no later than September 15th, in order to close her account in a timely matterWe ask if Ms [redacted] has any further questions or concerns to contact our Customer Service Department at [redacted] Option

We were able to almost complete all of the work There are still vents that need to be taken care of The crew had to wrap up because it began to rain The crew will be returning there to finish installing vents and then the work will be completed We understand that he still refuses any payment or to work with us until his inspection passes which we have agreed that was not a problem with us Should Mr [redacted] have any further questions or concerns, he should contact [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] ***

Since receiving notice, several attempts have been made to reach out to the HO in order to resolve their complaintsOur representative gave the homeowner our direct contact information and hours of businessThe homeowner is under the impression that we are able to waive a deductible and this is not something that can legally be doneAn account credit can be placed on the account however it is illegal to credit the insurance companies deductibleThe homeowner does have the right to use his actual cash value funds toward his account balance and ADHI can help on our end to work with the mortgage company however we do not have a signed mortgage affidavit on file giving ADHI permission to do soWe would like to further discussAccount Manager, [redacted] can be reached directly at [redacted] or via email at [redacted] @adhi4u.comOur hours of operation are Monday-Friday 830a-500p CSTThank you