American Dream Home Improvement

Complaint: [redacted] I am rejecting this response because: Workmanship was not completed well on vent repalcedelectic boot still not repalcedDamanged and bent flange not replaced, only nailed more, and now looks worse $for window and door wraps I initaly paid for was refuned since work was not done No reolution on wrong color trim put on my houseThis has been going on since Augwe are now in Feb Sincerely, [redacted]

American Dream Home Improvement has been in contact with Ms [redacted] regarding the complaint she filed As for the issues mentioned, there were multiple crews that attempted to do the jobWhen the crews would show up, Ms [redacted] turned them away for not tarping her sidewalk or because they advised they would need to cut back some vines growing on her roof Our crews do their best to protect the landscape during a roof replacement, however this is a major construction project on one’s home Our office is open to accommodating her for any inconveniences throughout the processMs [redacted] also mentions that she has issues with the construction done Ms [redacted] got on the roof during the build and the crew did ask her to not be on the roof as that is a liability Our Service Department is currently working to schedule a time that works with her where she can point out any issues she may have with the construction We ask that Ms [redacted] l return our calls and contact our Customer Service at [redacted] and dial extto speak with [redacted] or email her at [redacted] to discuss accommodating her and to schedule the inspection We apologize for any inconveniences Ms [redacted] has and we look forward to working with her to resolve any and all issues she may have

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ American Dream Home Improvement would like to apologize to Ms. [redacted] as she feels our company wasn't responding in a timely matter to address her issues. The homeowner called our office on [redacted] 11th, 2015 informing our Customer Service Team that... she was having some issues regarding the build. Per policy we requested pictures from the homeowner of the concerns so we can properly set up a service call for her, we received the pictures from Ms. [redacted] on May 27th, 2015. Our Service Crew addressed the issues and completed them on June 1st, 2015. On June 18th, 2015 the homeowner did a Web [redacted] with our Customer Service Department and explained she was still having service issue, at that time we called the homeowner immediately and sent her to our Service Department. On June 24th, 2015 the homeowner spoke with our Service Manager, [redacted] who set up a service to be done ASAP for Ms. ***. On June 25th, 2015 we had a Service Specialist, Brian meet with the homeowner to go over all her concerns. American Dream Home Improvement has been in constant contact with the homeowner regarding the services that need to be completed. If Ms. [redacted] has any further questions or concerns, we ask that she contacts [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partly accept the response provided by ADHI, but I partly disagree with their response because their timing of when the events occurred is incorrect. By [redacted] 27th, 2015, I had already sent the pictures of the damage twice to them. The first time was on May 12th, 2015 and the pictures were emailed to [redacted] @gmail.com as they advised me to. The other set of pictures were mailed to them along with the check, which is what they are saying they received on May 27th, 2015. In either of those two times, they did not call me to schedule an appointment to fix the damage to my house. The only thing they came to do the first days of June, was paint some exposed shining sheet, but the damage to the siding and to a roof board was still pending. For them to state that on June 1st the issues were completed, it is completely incorrect. I had to reach out to them on June 18, 2015 because the damaged siding and the broken beam were still not fixed and NO ONE had contacted me to schedule an appointment. On that same day, I sent pictures of the damages again. This third time I sent the pictures to [redacted] @gmail.com. Then on June 24, 2015, I finally spoke to someone about the damaged siding and the broken beam. At which point [redacted] was speaking to me as if I was stupid and as if I was bothering them with my request. I them spoke to Brian who came to my house on June 25th to look at the damage. On June 26th, [redacted] nailed back in place the damaged siding of the front of the house and of the fireplace. On June 30th he replaced the broken board. Brian indicated that we will have to paint the board since the board they used is color beige and the broken board is white. Now, we are waiting on our insurance company to send a roof inspector to see if they are good with the roof replacement and the repairs done to the damage caused by ADHI. This case is NOT yet closed. Final Business Response / [redacted] (4000, 9, 2015/07/22) */ It is our understanding that Ms. [redacted] is waiting on an inspection from her insurance company before she deems her complaint resolved. Our office has also spoken with her insurance company, who indicated that they needed a final invoice and a completion letter from us. We have sent both of these documents to [redacted] on 7/13 & on 7/17. Our Customer Service Department will follow up today to confirm they've received our fax and that they've released the depreciation check to our customer. We will continue to work with Ms. [redacted] and if the inspector reports any further issues, our Service Department will gladly review them with her. We ask that Ms. ***, the inspector or her insurance company contact [redacted] at [redacted]

On 11/16/ [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 cosmeticallyIn 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 outcomeOur office had submitted an email to [redacted] on 11/18/15, as requested by [redacted] in which she responded on 11/24/rejecting the resolution We are in communication with [redacted] to come to reasonable resolution that will benefit both parties involved in a timely matterWe ask that [redacted] contacts [redacted] to continue the open line of communication in hopes to come to a reasonable resolution

Our office has reviewed the complaint filed by Mr*** The reason the sales representative [redacted] was not returning his calls or coming back to the property was because Mr [redacted] no longer works for our company Representatives from our office have reached out to Mr [redacted] and the gutters have already been completed Should Mr [redacted] have any further questions or concerns regarding the work, he can feel free to call [redacted] at [redacted] or email her at [redacted]

We understand that Mr [redacted] is still waiting to have all the work completed We have a scheduled time to have the repairs made with him for October 20, Mr [redacted] is aware of when we will be out there and we hope to have all of his concerns resolved at that time Should Mr [redacted] have further questions or concerns, he can contact [redacted] or email her at [redacted] @adhi4u.com

American Dream Home Improvement has reviewed the complaint submitted by Mr [redacted] We have notified the supplier to remove the materials from the home We apologize for any miscommunication with the sales representative and we have emailed Mr [redacted] confimation that his contract was cancelled without penalty We are one of the largest roofing companies in the nation and pride ourselves on outstanding customer service We appreciate Mr [redacted] 's feedback regarding the miscommunication between himself and the sales team Should Mr [redacted] have any further questions or concerns, he can contact the Customer Service Supervisor [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/04/17) */ We understand how our billing process may appear to be confusing and apologize it the homeowner felt it was not explained properlyOur company invoices off of insurance proceeds meaning that the homeowner would only be responsible for their deductible as our price agreement statesHowever; due to the policy Mr [redacted] purchased through his insurance company makes him responsible for recouping additional cost not paid out on the claim and make it payable to the contractor whom performed the workWe suggest Mr [redacted] to speak with his insurance company regarding the type of policy purchased in order to get a better understanding American Dream Home Improvement would like to thank Mr [redacted] for his businessAlthough, our records indicate Mr [redacted] has a balance due, we are willing to resolve his account with a courtesy creditAt this time, we are closing Mr***'s accountShould he require further assistance, we ask that her contacts [redacted] XXX-XXX-XXXX Ext ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11026626, and find that this resolution is satisfactoryAs long as they honor their warranty on the roof if ever needed Sincerely, Robin [redacted]

Our contract states that we bill based off of the insurance estimate The initial invoice he received was what we billed the insurance company for It states on that invoice that it is not a final bill and that we are still working with the insurance company This is very normal when dealing with insurance and similar to when a patient goes to a hospital and then receives a bill that states "this is not a bill" That is because when you are dealing with insurance companies, they typically are not trying to pay for all of the work that was completed We sent an invoice to the insurance company and provided him with a copy of that invoice Once we came to an agreement with insurance on a price, we adjusted the invoice to what was agreed upon and provide Mr [redacted] with an invoice that states "Final Invoice" During the roof replacement, there was some rain and he suffered some interior damage We are more than willing to credit his account for any damage We have been requesting estimates or receipts for the damages done so we can properly do so He has yet to send thos eto our office Once we receive the estimates, we can offer him the appropriate credit Mr [redacted] should contact his account manager, [redacted] or email her at [redacted] @adhi4u.com

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ American Dream Home Improvements sales representatives give each of our homeowners a copy of our signed agreementThe homeowner has three business days to fully review and cancel if they'd likeWe regret that Mrs [redacted] feel that our Sales Representative misled and misrepresented our companyAs it stands, Mrs [redacted] agreement with us has been voided and our office has ceased all contactShould she have any further questions or concerns, we ask that she contact our Customer Service Department at XXX-XXX-XXXX Option

Our Project Manager [redacted] reports the service was completed at the property on September 1st, and signed off by Mr [redacted] as completed and satisfied with the outcomeDuring our service repair, two areas where addressed, the boot and a section around the chimneyWe have spoken to Mr*** today, September 8, 2016, and Mr [redacted] currently reports no leak has occurred since the serviceWe would like to apologize to Mr [redacted] about the lack of commutation from our and feel a request to our Management could have avoided a filed complaintWe ask if Mr [redacted] has any further questions or concerns to contact [redacted] Ext [redacted] or Customer Service [redacted] OptionAt this time, we consider this complaint closed

American Dream Home Improvement has spoken with Mrs [redacted] regarding her concerns expressed in the filed complaint on October 21st, and have since completed the outstanding service at the property and currently awaiting the final re-inspection to be completed with passing resultsOur Customer Service Supervisor [redacted] explained the process of filing a claim with Mrs [redacted] and the explanation of the terms of the contract as indicated, American Dream Home Improvement works based off the sole discretion of the insurance company’s approvalThe insurance company’s estimate indicates the approval for work to be completed and should have been provided to Mrs [redacted] by her insurance companyWe would like to apologize to Mrs [redacted] if there was any lack of communication between our Sales Representative and our Service Department [redacted] will be working with Mrs [redacted] on an accommodation credit for her frustrations once the final passing re-inspection is completedWe ask if Mrs [redacted] has any further questions or concerns to contact [redacted] directly at [redacted] ***

On 2/27/17, [redacted] ***, Supervising Account Manager, spoke with Mr [redacted] by phone [redacted] went over the invoice in details and explained how the first lender denied his financing applicationA second lender ran the same application, as described in the financing documents Mr [redacted] signed, and was approvedMr [redacted] was satisfied at the end of the conversation and advised he would send back the loan documents, which our office has still not receivedMr [redacted] may contact [redacted] directly at [redacted] or at [redacted] ***

Our Company has contacted Mr [redacted] regarding his concerns in the complaint and has since resolved the complaint on July 25th, MR [redacted] signed a contract with American Dream Home Improvement on May 11th, and completed a roof replacement on June 16th, 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 completedWe apologize if there was any lack of communication from our Sales Representative explaining the terms of the agreement, but eliminating a deductible is illegalOur Customer Service Supervisor Heather Hoak has spoken with Mr [redacted] on several occasions resulting to a reasonable resolutionMr [redacted] admitted to accidentally using insurance proceeds of $towards bills instead of paying American Dream Home Improvement those proceeds towards the work we didMr [redacted] has since agreed to make payments towards his deductible as well as the used portion of the insurance proceedsWe ask that Mr [redacted] continues to be compliant with payments to close his account in a timely matter and our office considers this complaint closedIf Mr [redacted] has any further questions or concerns, we ask that he contacts [redacted] or our Customer Service Department 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]

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Our office has been in communication with Ms[redacted] regarding her concerns, and we have set up for our Service Specialist, [redacted] to meet with the homeowners and address all their service needsWe have apologized to Ms[redacted] for the lack of communication in this matter, and will make sure all repairs are done to the homeowners satisfaction Our Senior Customer Service Specialist, [redacted] , has informed Ms[redacted] to please reach out to her personally with any other questions or concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First the ADHI tried not to cover anything due to them saying that they did the work out of courtesy as the warrenty would not extend over due to we were not the original ownerADHI I also sent us a letter that the previous owner called them and had them transfer the warrenty over into our nameOn the letter it did state that we are covered for a warrenty for five years on the roofThey then told of that a [redacted] from their service department would be calling us to set up a time to get the issues taken care ofWe received a voicemail from a [redacted] and he stated he wanted to set up a time to come out and ck our skylights for usI then emailed [redacted] with ADHI letting her know this and that they are not going to ck them anymore and that we want them either repaired with the parts from the manufacture or replaced to match our other oneWe have not heard back from either [redacted] or [redacted] or [redacted] This was on Wednesday, July 08, Final Consumer Response / [redacted] (4200, 18, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have stated to us that they will install new skylights but we have to pay for the skylightsWe are not happy with what they are saying due to they are the ones that damaged our skylightsThey had no damage on them before ADHI touched themTheir company is the one that took and put all the ck and flashing on our skylightsThey also still leak depending on how hard it is raining and how the rain is coming downWe never wanted them to actually mess with the skylights of the leak that we were having was not in the skylights themselvesIt was on the roof line below the skylights is where they were leakingPlease let me know what we need to do from hereThey keep saying that they will collect them and that is the repairAnd their service rep [redacted] came out and even told us that's just a temporary fix and that they need repaired with parts from the manufacture [redacted] Final Business Response / [redacted] (4000, 16, 2015/08/21) */ Our Account Resolution Manager, [redacted] and our Senior Customer Service Specialist, [redacted] have been in touch with Mr [redacted] and Ms[redacted] regarding their request for their skylights to be replacedWe have offered a resolution to the homeowners that our Service Team would come out and fix the issue at hand, Mr [redacted] and Ms[redacted] have denied the serviceAt this time, since other options have not been accepted, American Dream Home Improvement has agreed to assist the homeowners with looking into pricing and installing new skylights, at the cost of Mr [redacted] and Ms[redacted] American Dream Home Improvement has explained in great detail to Mr [redacted] and Ms[redacted] what we are willing to do regarding the servicesWe ask that the homeowners contact [redacted] at [redacted] or [redacted] Ext [redacted] with any other questions or concerns

American Dream Home Improvement and Mr [redacted] have spoken in regards to his complaint and have since came to reasonable resolution given the unforeseen circumstances that occurred at the premises and has since resolved the complaint at a satisfactory level per Mr***We would like to apologize to Mr [redacted] if there was any lack of communication and will take this opportunity as learning experience in order to continue to grow our companyOur office has since provided documentation to Mr [redacted] by email on 8/18/in exchange for payment to close his accountWe ask if Mr [redacted] has any further questions or concerns to contact our office at [redacted] ***

Complaint: [redacted] I am rejecting this response because:In Spring of 2015, my home experienced storm damage requiring roof replacement and interior water damage work to be completed.On July 28, American Dream Home Improvement (ADHI) agreed, in writing, to replace the roof on my home for $18077.64.After their work was complete, on August 24, ADHI submitted a final invoice for almost $24,When I objected, they revised the invoice down but it was still almost $above the originally agreed amountI refused to forward final payment until the invoice was corrected and indicated this through several phone calls and emails.In early December I informed them that I would like to receive a corrected invoice and forward final payment before I leave for vacation from December 20th until January 6th They documented that they tried to contact me times on December 29th, 30th and January 5th.On January 12th I receive a corrected invoice and forwarded payment via FedEx, on January 13th.Since then, rather than indicating we have resolved this situation, ADHI has made statements to Revdex.com suggesting that I am the party that is trying to commit fraud However, you will see that I promptly paid all charges immediately upon receiving accurate, correct invoices.This case can be closed but I reject American Dream Home Improvements statementsas they do not reflect the true facts Sincerely, [redacted] ***

Our office has tried to reach out to [redacted] regarding his expressed concerns with his final invoiceWe have called [redacted] on 10/2/15, 10/8/15, 10/12/15, and today 10/13/with no response backWe understanding that our billing process may seem confusing as we work off of insurance proceedsWhen filing a claim the homeowner is responsible for paying their deductible as stated on the signed contract [redacted] signed on 10/2/ American Dream Home Improvement apologizes to [redacted] if he feels he was lied too, but again as stated on the contract agreement [redacted] is responsible for the deductible when filing a claimWe regret that he had to file a complaint when this could have been resolved with our office on a reasonable resolutionAt this time, due to lack of communication we our offering an administrative close towards [redacted] 's account without warrantyShould [redacted] want a workmanship warranty we ask him to contact [redacted] Customer Service Supervisor [redacted] ***