October 16, Revdex.com, Inc(Upstate NY) Bryant Woods South Amherst, NY Re: [redacted] Complaint ID: [redacted] Although we are satisfied that we have not only provided Mr [redacted] with the basic TV setup that he purchased but have went above and beyond to assist this customer with his problems We have taken the following actions to help resolve any outstanding issues: - Dispatched two different techs on two free service calls, and have determined conclusively that any ongoing problems with the customer's TV are not due to a faulty or incompetent installation - We have suggested other paths to resolution for this customer - We therefore suggested that any further problems the customer experiences be pursued through other means-- for example, by contacting [redacted] about his cable box As a good will gesture and loyalty to our customers, we will be issuing a partial credit to the customer in the form of a check in the amount of $that he should receive within to business days Best Regards, [redacted] Client Resolutions INSTALLS, Inc
October 13, Revdex.com, Inc(Upstate NY) Bryant Woods South Amherst, NY Re: [redacted] Complaint ID: [redacted] This responds to the complaint filed by [redacted] concerning the setup of a 65" television as well as two subsequent service calls performed in Mr***'s home at [redacted] ***Mr [redacted] purchased the television at [redacted] , and directly purchased installation services from INSTALLS Inc Our primary business is to manage a national network of independent contractors (techs) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishingsTypically, we enter into written contracts with clients to provide their needs throughout the U.SOur services are performed by a network of independent contracting installers (techs) with whom we have contracted to perform services on our behalf In this instance, the customer directly purchased our installation services to perform a basic setup of a television he purchased from [redacted] The facts are as follows: On August 30, 2014, we electronically received an order from [redacted] to set up a television on a stand for Mr***On August 31st 2014, the order was scheduled for September 3rd On August 31st 2014, we received an electronic update that the order was canceled from [redacted] .On September 3, 2014, Mr [redacted] called us to inquire why his order cancelledAt that time, we explained to him that the order might have been cancelled due to an issue with his credit cardAs we are authorized to do, we processed a payment of $and created an order manually to complete the setup of his televisionWe then contacted a tech [redacted] and [redacted] reported the services to us as being completed that day On September 4, 2014, Mr [redacted] called us to request a service callThe tech that was dispatched to Mr***'s home on September 3rd was unable to complete all of the installation work because the customer lacked an optical cable for his surround soundIn lieu of connecting an optical cable, the tech demonstrated to Mr [redacted] how to connect the cable once he had purchased itThe customer obtained an audio cable shortly thereafter, but upon installing it himself, he could not get any sound out of his televisionWe subsequently attempted to contact the tech to set up a service call date for the customer, but was unable to reach the tech On September 5, 2014, Mr [redacted] called us to report that the tech had also left the trash from his installation on site, and that he expected the tech to remove the trash during the service call On September 9, 2014, the tech that performed the original installation went to Mr***'s home to perform a service call, at no charge to the customerOur Client Resolutions department called Mr [redacted] on September 11, to find out if Mr [redacted] was satisfied with the service callMr [redacted] replied that he was not satisfiedAlthough the tech had removed the packaging materials left behind in the home, and although he had caused the customer's surround sound to work again, the surround sound occasionally emitted a static soundMr [redacted] also complained that the tech had not programmed his universal remote-- something that was not mentioned in his initial request for a service callMr [redacted] then requested a second service call by a different contractor On September 16, 2014, we spoke to the technician who performed both the setup and the service call to determine whether the customer's ongoing problems were due to a faulty installation, and whether we would need to purchase any additional items to make Mr***'s television work The tech gave us the following information about the installation: "Mr***'s surround sound had initially failed to work because he had put the optical cable in the wrong outputThe tech corrected that problem, and optimized Mr***'s surround soundBecause Mr [redacted] has a digital surround sound system, there should be no static sound; such noise indicates either that Mr***'s optical cable or surround sound equipment is faulty, or may indicate user error due to a failure to toggle correctly between sound modesThe tech attempted to program Mr***'s universal remote that was issued to him by the [redacted] , but both it and his [redacted] receiver are so out-of-date that they could not be coded to work with Mr***'s new television and surround sound systemMr [redacted] should contact [redacted] for a new receiver before we perform a second service call." On September 17, 2014, we contacted Mr***, informing him that the problems he was experiencing were best resolved by obtaining a new receiver from [redacted] He claimed that all of his problems were caused by what he deemed the tech's refusal to program his remote, and continued to insist that we dispatch a second tech to perform a second service callFortunately, a different contractor [redacted] happened to be in the area that day, and we set up a second service call for later that day-- again, at our own expense, and at no charge to the customer Finally, on the evening following the second service call, we contacted the tech who performed it to find out the resultsOur second tech informed us that he had made use of a [redacted] IR receiver to enable Mr***'s [redacted] remote to work with his television and surround sound systemUpon completing this work, however, Mr [redacted] produced a second, already programmed universal remote, and proclaimed to the tech: "Now I have two." Although we are satisfied that we have not only provided Mr [redacted] with the basic TV setup that he purchased but have went above and beyond to assist this customer with his problems We have taken the following actions to help resolve any outstanding issues: Dispatched two different techs on two free service calls, and have determined conclusively that any ongoing problems with the customer's TV are not due to a faulty or incompetent installation We have suggested other paths to resolution for this customer We therefore suggested that any further problems the customer experiences be pursued through other means-- for example, by contacting [redacted] about his cable box As good will gesture and loyalty to our customers, we will be issuing a partial credit to the customer in the form of a check that he should receive within to business days Best, [redacted] Client Resolutions INSTALLS, Inc
Re: *** *** *** ***Complaint ID#: ***
This responds to the complaint filed by *** *** *** *** concerning the delivery and installation of a 55-inch television at her residence *** *** *** ** *** *** ** ***.
Our primary business is to manage a national network of
independent contractors (“Techs”) who perform delivery, installation, and assembly of consumer electronic products, appliances, fitness equipment, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting installers (“Techs”) with whom we have contracted with to perform services on our behalfIn this instance, *** *** engaged our company to deliver and install a 55-inch televisionThe facts are as follows:
On 9/26/2014, we received an order electronically from *** *** scheduled for 10/7/8am-12noon. The order electronically assigned to our independent contractor *** *** *** **C logged into our system and declined the order noting they are not available on 10/7/but would be able to complete the service on 10/6/or 10/8/2014. The order is scheduled for 10/7/
On 9/27/2014, trying to avoid a reschedule our field manager logged into our system and reassigned the order from *** *** ** *** *** ***e. *** *** *** logged into the system and accepted the order for this date and timeThe order is scheduled for 10/7/
On 10/6/2014, the order dispatched out to *** *** ***. *** *** called into our office that night and stated that they will need to push the show time from 8am-12noon to 12noon-4pm. We placed the technician on hold and contacted *** *** *** *** to confirm that they would be ok with the show time change. Ms*** *** *** stated that they are ok with it and requested a 15-20minute call ahead in which the technician agreed too. The order is scheduled for 10/7/
On 10/7/2014, we received a call from *** *** *** at approximately 3:07pm stating that we will need to reschedule the customer due to the customer needing to leave
On 10/8/2014, we received a call from the customer to reschedule for 10/14/8am-12noon. *** *** *** logged into the system and accepted the orderThe order is rescheduled for 10/14/
On 10/10/2014, we received a call from *** *** inquiring about the location of the customer’s equipment because was never returned back to the store. We contacted *** *** *** to inquire and they stated that they delivered the equipment to the customer home on 10/7/2014, and on 10/14/2014, the installation is to be completed. The order is still scheduled for 10/14/
On 10/12/2014, we received a call from *** *** *** stating that they cannot do the installation on 10/14/but they are available on 10/13/or 10/15/2014. We called *** *** *** *** and left a voicemail message to confirm if they could reschedule. The order is still scheduled for 10/14/
On 10/13/2014, we received a return call from *** *** *** *** stating that she would not be available on 10/13/or 10/15/but can do 10/16/8am-12noon. The order is now rescheduled for 10/16/
On 10/14/2014, *** *** *** logged into the system and accepted the order. Shortly thereafter we received a call from the contractor stating that they can no longer perform the installation on 10/16/they can only perform the install on 10/15/12pm -4pm. We called the customer and a left a voicemail to contact us back to discuss. Ms*** *** *** contacted us back and stated that she can reschedule for 10/15/12noon-4pm, but she wanted to talk to someone about the numerous reschedules. *** *** *** called into our office, stated that they cannot complete the service on 10/15/due to a doctor’s appointment, and asked us to contact the customer to reschedule for 10/17/2014. We advised that we will not reschedule the customer again and we will reassign the order to someone if he could not complete the service as scheduled 10/15/2014. *** *** agreed to complete the service on 10/15/2014. The order dispatched out to G’s. The order is now rescheduled for 10/15/
On 10/15/2014, *** *** *** logged into the system and noted that they attempted to contact the customer and no one answered the phone twice. The order is still scheduled for 10/15/
On 10/16/2014, Ms*** *** *** called our office inquiring to what time the technician is planning to show up. Ms*** *** *** claims she never rescheduled for 10/15/as she had classes. We contacted *** who agreed to roll out to complete the service but later in the evening called us to advise that they will not be able to perform the services. A supervisor here at INSTALLS inc spoke with the customer and contacted *** *** to inquire if they will be able to accommodate the customer and they stated that they are available on 10/3pm-5pm or 10/12noon-4pm. We confirmed that 10/18/is ok with the customer and rescheduled the order. *** *** logged into the system and accepted the order. The order is now rescheduled for 10/18/
On 10/17/2014, the order dispatched out to *** *** and service is completed
Due to the inability of *** *** *** to complete the installation portion of the service on the dates they stated they were available therefore causing multiple reschedules we are willing to send Ms*** *** *** a check in the amount of $ The check will be US mailed and should be received within to business days Very Truly Yours, INSTALLS inc
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.
Regards,
[redacted]
This
responds to the complaint filed by Ms. [redacted] concerning the
installation of range at her home at [redacted], OH 44145. Ms. [redacted]
purchased the range and installation service...
from [redacted]
Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to install a range. The facts are as
follows:
On 5/11/2015,
INSTALLS received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 5/16/15. This order was assigned to [redacted] LLC (Servicer) based on the job type, the date and the
customer’s location. The servicer logged into the system and accepted this
assignment.
On 5/16/2015,
installation of the unit was completed. Servicer uploaded paperwork confirming
customer acceptance of work. An automated call was made to customer requesting
they contact INSTALLS with feedback on the service.
On
5/22/2015, customer [redacted] called to report that she was not
satisfied with service, because servicer did not haul away old unit, unit was
not leveled, and accessories for the unit (racks in oven) were not
installed. An escalation was opened and INSTALLS
reached out to servicer. Integrity
Installations provided the following response to the customer’s complaints:
Customer advised
service team that she intended to keep her existing range at the beginning of
her appointment. Because of this, the “helper” technician who was brought to
assist with haul-away was dismissed from site. Customer’s range
was re-leveled during appointment, at customer’s request, requiring a full reinstall
of unit. Servicer denies
they spoke rudely to customer.Servicer admitted
racks may not have been installed (they couldn’t recall), which is an
error/omission in scope of work.After reinstall
of unit, customer told servicer she had changed her mind and wanted the old
unit hauled away. Servicer offered to schedule a return visit to do so, because
it was too late for helper to return to site,
but customer declined. Haul-away could not be safely performed with a
one-man crew.
After obtaining servicer’s notes, INSTALLS
left customer two messages, eventually receiving return call on 5/28.
Because of
the potential omission of rack/accessory installation and the customer’s
general dissatisfaction, INSTALLS offered the customer a $50 cash credit.
Customer rejected the offer, so the maximum $75 customer care credit was
offered by manager [redacted]. Customer insisted on full refund, which was
judged to be unwarranted, as the omission on her claim was minor (accessory
installation) and the offer to haul away her old unit stood. Final offer of $75 was rejected by customer,
at which time claim was closed.
Due to
continued customer dissatisfaction, upper management has authorized a $100
customer satisfaction credit, which was accepted by customer.
We tried/are
trying to accommodate Ms. O’Leary through the following actions:
Offering a $100
credit Offering to
schedule a service call to complete haul-away
The customer
has confirmed acceptance of the $100 customer satisfaction credit and this
claim is closed as resolved in our system.
Thank you,
[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC
December 19, 2016 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a Basic TV Setup with Delivery to be performed at [redacted]...
[redacted]. Our primary business is to manage a national network of independent contractors (“servicer”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the member purchased a Basic TV Setup with Delivery only directly from [redacted]. On 11/30/2016, our system electronically received the order from [redacted] for a Basic TV Setup with Delivery it was not able to be scheduled or assigned to a “servicer” due to the amount of miles the member lives from the [redacted] location. [redacted] called into Installs inc to process the mileage fee payment. After the transaction was processed the order was scheduled for 12/5/2016 12noon to 5pm. However due to the number of miles the member lives from the [redacted] location the order was not assigned to a servicer. On 12/2/2015, the field relations supervisor reached out to servicers to see who would be able to service this area on 12/5/2016 between 12noon and 5pm. A “servicer” by the name of Sunday Morning Services advised they would be able to accommodate the member on 12/5/2016. The order was assigned to the “servicer”. The “servicer” logged into their account and accepted he order. On 12/4/2016, the “servicer” [redacted] placed a notation on the order that they emailed Installs inc to reschedule the member for 12/8/2016 4pm to 8pm due to their technician only being the [redacted] area on Thursdays. The order was dispatched to “servicer”. If the “servicer” could no longer accommodate the 12/5/2016 appointment they should have called into the Installs inc office, or logged into their account and rejected the order in which we would have been notified immediately and would have been able to either find alternate coverage or contact [redacted] to inform her of the issue. On 12/5/2016, [redacted] called Installs inc to get an ETA o the “servicer’s” arrival. The [redacted] service agent placed [redacted] on hold and contact the “servicer” and was told they would be arriving at the residence between 3pm and 5pm. This information was relayed to [redacted]. At the same time this agent was on the call with [redacted] another [redacted] service agent that was working the email inboxes rescheduled the order for 12/8/2016 per the email received from the “servicer” back on 12/4/2016 without calling [redacted] to confirm. Alorica call center for [redacted] called into Installs inc to get another ETA for the technician’s arrival. The [redacted] service agent tried calling the “servicer” but there was no answer. An email was sent to the “servicer” asking if they could still go out tonight and if not then on 12/8 they would need to come after 4pm. On 12/6/2016, [redacted] called Installs inc to ensure “servicers” arrival after 4pm on 12/8 and to inquire why the “servicer: never showed up on 12/5. Installs explained the communication failures that occurred between the “servicer” and Installs inc, apologized, and offered her compensation. On 12/7/2016, The “servicer” logged into their account and notated the order they tried to contact [redacted] to relay the ETA for 12/8/2016 appointment but they had to leave a voicemail message. On 12/8/2016, The “servicer” logged into their account and notated the order they are no longer servicing this area. Installs inc reached out to the “servicer” to offer them additional money to keep the appointment with this [redacted] advising they cannot decline a job on such short notice. The “servicer” refused the additional money and Installs inc started searching for alternate “servicers” in this area. [redacted] called Installs inc looking for an ETA and was advised that her order is no longer scheduled and that she would need to reschedule. [redacted] hung up the phone at that time. [redacted] called Installs inc inquiring about her order and was advised that a field service supervisor has been working on her order and will be contacting her in the morning with an update. Additional compensation was offered to [redacted] at this time and was accepted. On 12/9/2016, [redacted] called into Installs inc inquiring about her order. [redacted] Service Representative made her aware that an email will be sent to the field department to inquire if they have yet found adequate coverage for this order and to contact the [redacted] with an update. The Installs inc field department reached out to the 5th “servicer” [redacted] and they advised they can go out to this location 12/12 12-5pm but would need an additional mileage fee. [redacted] refused to wait until Monday 12/12 as she had been waiting since November. An email was sent to the field department letting them know they need to find someone sooner than 12/12. The field department reassigned the order to Jim Coe and approved the additional mileage fee and schedule the order for the soonest available 12/12 12-5pm. [redacted] called Installs inc stating that the [redacted] never agreed to the 12/12 12-5pm but she will take it if they come after 3pm. Installs inc received an email from Jim Coe stating that we will need to reimburse him for a truck rental due to the size and dimensions of the television. On 12/12/2016 [redacted] called into Installs inc to confirm that the installation was scheduled. The [redacted] service representative placed her hold and contacted J[redacted] who confirmed arrival for after 3pm. The field department contacted [redacted] and confirmed that her television has been delivered and installed and confirmed that compensation will be sent to her. On 12/17/2016, [redacted] called Installs inc to let us know that she had not received the compensation that we offered to her. She was advised that the compensation usually takes 7-14 days but it was sent out already. In an effort to make this right and to make sure that the experience that [redacted] had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to [redacted] on 12/7/2016. Installs inc will also be reporting the reschedules, and the missed appointments by the “servicers” that we contracted with to the local field managers to ensure that this does not occur again in the future. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for your services. I have been contacted by the company Installs, Inc personally and an apology has been established. No...
further action is required.I appreciate your time and assistance with my complaint.Best Regards[redacted]
Installs inc requested additional information through the lawyers office. The lawyers office responded with the additional documentation requested on 08/10/17. I reached out to Installs inc myself on 08/17/17 via email and have yet to received a response.
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.
Regards,
[redacted]
I accept their response even it is full of errors and lies. There isn't anything wrong with my dish receiver. The techs they send out to my home were inexperienced in their work and they completely destroyed my sound system with their actions. I had to purchase a new system. I will be glad to advise you the lies in their response if you want. I hired a different firm and they did an excellent job . I accept the $50.00 refund and I don't want to do anything else with this company. I can not recommend this company at all in my area
Jackie S[redacted] *• Scheduling an immediate site inspection when damage was reported • Remaining in constant communication with all parties, thoroughly explaining each step of This responds to the complaint filed by Ms. [redacted] concerning the installation of a television at her home...
at [redacted]7. Ms. [redacted] purchased the television and installation service from [redacted]. Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronics. Typically we enter into written contracts with clients to provide their needs throughout the US. Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf. In this instance, [redacted] engaged our company to install a 65” television. The facts are as follows: On 1/17/15, we received a pre-booked appointment from [redacted] through our automated system which was scheduled for 1/19/15. This order was assigned to [redacted] Communications (Servicer) based on the job type, the date and the customer’s location. [redacted] accepted the order the same day. On 1/19/15, the installation of the customer’s television was completed without comments or issues from customer or servicer. On 7/10/15 [redacted] notified INSTALLS inc that the customer reported television falling off the wall by opening a damage claim Friday evening. On 7/13/15 (next business day) the INSTALLS inc damage claims department left a message for the customer requesting call to discuss claim. [redacted] called back that afternoon and advised of the issue. Ms. [redacted] provided detailed information of how and when issue was discovered, what items were potentially damaged, and what steps would be needed to review claim. Confirmed a troubleshoot for servicer to return that day, assess the site to determine cause of TV falling. It was agreed we would not remount the television, per customer request.Installs inc LLC Ms. [redacted] called in later that day to discuss service call. She reported that her service advised her that because she self-installed a sound bar near television that warranty was invalidated. Customer explained to damage claims that the sound bar was not wall mounted, it was on a stand so she did not believe it would affect the TV mount. Claims agreed to continue investigation, rather than immediately denying the claim for voided warranty.On 7/15/15, INSTALLS received an email with requested photos, and receipt from Ms. [redacted]. Because [redacted] stood by assessment that the installation was out of warranty, INSTALLS inc escalated theissue to the regional field manager on 7/15/15 to confirm whether bolts for TV mounting bracket had been properly anchored. Installs left a message for Ms. [redacted] on 7/15 to advise of status.On 7/16/15, INSTALLS regional field manager reviewed all site photos and confirmed that the bolts should have held based on their current positioning and the state of the drywall. Because there was a clear dispute (customer insisting they did not remove television to install sound bar, servicer andmanagement advising that for a previously secure TV that was mounted correctly to fall several months later, tampering was indicated). INSTALLS opened an insurance claim on the customer’s behalf immediately so an engineer or field adjuster could double check findings and make a final determination.On 8/4/15, INSTALLS offered to return customer’s installation fee as a goodwill gesture ($399.99 value) and made it clear we will continue to work with her through the insurance claim process. INSTALLS will stand by insurance decision to either approve or deny claim of damages, based on their professional assessment of whether the installation was faulty. The insurance claim is still in progress and INSTALLS remains in touch with Ms. [redacted].INSTALLS has worked/is working to resolve the issue through the following: process INSTALLS opened an insurance claim and continues to follow up regularly with customer and insurance adjuster (last follow up with both was 7/30/15).• Instead of denying claim when incident was found to be likely due to installation tampering,
• Offering a full cash refund of installation fee, which customer has accepted ($399.99 value)
Unfortunately, insurance claims do take some time to resolve. INSTALLS is committed to continuing to
follow up with customer until a final determination is made by the insurance company.
Thank you, Jackie S[redacted] Project Manager – Damage Claims Division Installs inc LLC
This responds to the rejection filed by [redacted] concerning the installation of her Premium on Wall TV setup at [redacted] Ms. [redacted] purchased the Premium on Wall installation at [redacted]. The facts are as follows: As stated previously INSTALLS inc never charged [redacted] for installation services. [redacted] would have charged any charges in regards to the installation. On 12/31/2015, INSTALLS inc contacted [redacted] on the customer’s behalf to assist in the refund of what she claimed was paid to them for our installation services. We spoke with someone named Judy at [redacted] who stated that there is not anything in their system and to her understanding once an order is canceled in our system the customer never gets charged. This order was canceled on our end on 12/5/2015 and is never showing as being completed. On 1/4/2016, INSTALLS spoke with her and explained that INSTALLS inc never charged her and [redacted] only charges if an order is completed which her order was never completed. We would be more than willing to continue to assist [redacted]. We would need to know what company her credit card statement is showing charged her for this service. Thanks you, Kenya C[redacted] Operations Manager INSTALLS inc, LLC
June 29, 2016 Revdex.com, Inc. (Upstate NY) [redacted] Re: Mr. [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mr. [redacted] (member) concerning a Basic TV Setup and Delivery performed at Mr. [redacted]'s home [redacted]...
[redacted]. Our primary business is to manage a national network of independent contractors (servicers) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. In this instance, the member purchased a [redacted] Warranty Package directly from [redacted] Club which included delivery, and setup of a television. On Thursday June 16, 2016, we electronically received two orders for Mr. [redacted]. [redacted]-137 & [redacted]-150. They both had 2 different phone numbers for contact. They were both scheduled for Monday June 20th 2016 between 12noon and 5pm EST. They were both for a Basic TV Setup & Delivery. They both were assigned to Current Home Systems (servicer). On Monday June 20th 2016, on order [redacted]-137 due to a call Installs inc received from [redacted] Club asking for an ETA, Installs inc made a call to the servicer who advised Installs inc that they will need to reschedule this service for Tuesday June 21st between 12noon- 5pm EST due to having food poisoning. The reschedule in the system auto-generated an email that was sent to the member advising them of the reschedule date and time. On order [redacted]-150 there is no activity recorded. On Tuesday June 21st 2016, on order [redacted]-137 We reassigned the order from Current Home Systems (servicer) to Kelstar (servicer). On order [redacted]-150 The tech that was dispatched to Mr. [redacted]'s home gave us the following information about the installation “RAN ACROSS AN ISSUE WITH THE MEMBERS CABLE BOX STATED IT SAT ON CHANNL 480 AND WOULDN'T GO ANYWHERE SO HE ASKED THE MEMEBR TO CONTACT THEIR CABLE COMPANY. THEIR CABLE COMPANY ASKED THAT THEY CONTACT THE MANUFACTURER OF THE TV BECAUSE ON THEIR END ALL LOOKS WELL. HOWEVER, IT ISN'T A MANUFACTURED ISSUE SO THE TECH EXPLAINED THAT THE JOB IS DONE AND THE ISSUE IS THE CABLE BOX WHICH MAY NEED TO BE REPLACED.” On 6/27/2016 Installs inc reached out to Mr. [redacted] apologized for the inconvenience and came to an agreement. Although we are satisfied that Mr. [redacted] received the basic TV setup that he purchased we are very sorry for the turn of events surrounding the scheduling of the service. We have taken the following actions as a good faith gesture in hoping to make this right for the member: A gift card will be placed in the mail with receipt with 7 to 10 business days. Also as good will gesture and loyalty to our members, we will be issuing a letter of apology as well. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Before we accept the very generous resolution of our complaint offered by Installs Inc, we would like to include a stipulation that prohibits the third-party installation contractor selected by Install Inc from contacting us directly. All requests for information by the third-party contractor, or its representatives, must be made through Install Inc, who will evaluate the contractor's request and determine if it merits our involvement. Because our agreement was with Installs Inc, and the installation itself was performed by a third-party contractor, this additional request protects us from any nuisance contacts.
We feel it's a reasonable additional request in light of the business model information provided in the response of Installs Inc, but hope it's not necessary to use.
Including this additional modest request to protect our privacy, along with their previous thoughtful resolution offer, would resolve our complaint to our full satisfaction.]Regards,[redacted]
April 5, 2017
Revdex.com, Inc. (Upstate NY)
[redacted] Re: Mr. [redacted]
Complaint ID #: [redacted]
This responds to the complaint filed by Mr. [redacted] concerning a [redacted] Gas Range/Dryer/OTR
installation to be performed at [redacted]...
[redacted].
Our primary business is to manage a national network of independent contractors (“servicers”) who performs
repairs, delivery, installation, and assemblies of consumer electronic products, appliances, and home
furnishings. Our services are performed by a network of independent contracting contractors (“servicers”) with
whom we have contracted to perform services on our behalf.
Typically, we enter into written contracts with clients to provide their needs throughout the U.S.
In this instance, [redacted] contracted with Installs inc LLC to perform a Gas Range/Dryer/OTR installation for
Mr. [redacted].
On 2/26/2017, our system electronically received an order from [redacted]. The order came in from [redacted]
with a desired install date of 3/18/2017 arriving between 8 am and 12pm. When Installs inc received the order it
was automatically assigned to “servicer” [redacted] based on the availability and coverage area
that they have provided to Installs inc, as well as their skill sets. The “servicer” logged into their account later
that day and rejected the order stating that they can only do the OTR portion of the installation.
On 2/27/2017 the order was reassigned to [redacted] an alternate servicer remaining
scheduled for 3/18/2017 from 8am to 12noon. It is not clear if they were verbally contacted but it was assigned
manually.
On 2/28/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
On 3/1/2017 Installs inc LLC manually assigned the order back to [redacted], keeping
the original scheduled date and time, and sent them two emails to login to their account and accept the order. It
is not clear if the servicer was verbally contacted.
On 3/3/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
Installs inc LLC manually assigned the order back to [redacted], keeping the original
install date and time, and sent them an email to login to their account and accept the order. It is not clear if the
servicer was verbally contacted. The servicer later that evening logged into their account and declined the order
as out of the coverage area.
On 3/6/2017 Installs inc LLC manually assigned the order to [redacted] an
alternate servicer keeping original schedule date and time. It is not clear if the servicer was verbally contacted,
however and two emails was sent to them.
On 3/7/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
On 3/8/2017 Installs inc LLC manually assigned the order to [redacted] an alternate servicer keeping
original schedule date and time. The acceptance and schedule date and time was confirmed verbally with Joseph
from [redacted].
On 3/18/2017 [redacted] called Installs inc LLC to confirm ETA. We advised the arrival window is scheduled
before 12 noon EST. [redacted] called Installs inc LLC again to confirm ETA. It was after 12noon so an
escalation ticket was opened up on the order and the servicer was called and a message was left asking to
contact Mr. [redacted] and Installs inc to confirm when he would be arriving. Within an hour two emails were
also sent to the servicer. [redacted] called in stating that the arrival window was missed and the servicer did not
show up or call. Installs inc attempted to reach the servicer via phone ad was not able but a message was left.
For the next 4 to 5 hours’ multiple calls and emails were sent to the servicer to obtain information on this
scheduled appointment. Installs inc LLC spoke to the customer and he stated that he wants the services
completed on 3/20 no exceptions. Installs inc offered the customer compensation I for the missed appointment
but it is not clear from the notes if the compensation was excepted. An email was sent to our field management
department asking for assistance with finding coverage for Monday 3/20/2017.
On 3/19/2017 multiple calls and emails were sent to try to secure a servicer for the completion of the services
and there was no success. By that evening Installs inc LLC had not been able to secure a servicer and the
customer and/or client had not been contacted to advise that there was no servicer available for Monday
3/20/2017.
On 3/20/2017 Installs inc LLC received a Revdex.com complaint, the field department solicited 10 different servicers
to see if they would be willing to accommodate this order and now we were offering the servicer additional
compensation to complete the service. Installs inc contacted the [redacted] warehouse and was advised that they
have the range but they do not have the OTR available at this this time and to call them back tomorrow as they
may have some in by 3/22 or 3/23. Installs inc LLC called and spoke to Mr. [redacted] and he advised that he wants
both products to be delivered at the same time and wants to be refunded for the installation. Installs inc advised
Mr. [redacted] that a supervisor would call him after we confirm with the [redacted] warehouse if all products were
available. [redacted] logged into their account and placed the order into “No Equipment Status”.
On 3/21/2017 [redacted] logged into their account and scheduled the order for 3/31/2017 between 8am and
12noon. The order was automatically assigned to [redacted]. Installs inc LLC
spoke with Mr. [redacted] and advised that we would be compensating him for the issues surrounding the installation
of the appliances, and the store should be in contact with him on the equipment update. Mr. [redacted] accepted that
and was all set.
Between 3/21/2017 and 3/27/2017 Mr. [redacted]’s order was assigned to four different servicers. On 3/27/2017 J1S
CORP 1 agreed to cover the installation and the order was completed as promised on 3/31/2017. Mr. [redacted] has
been contacted to ensure that there are no outstanding issues and to confirm compensation should be received
within 7 to 10 business days.
In an effort to make this right and to make sure that the experience that Mr. [redacted] had with Installs and the
brands that we represent through our service programs Installs inc in spite of the fact that the equipment was not
available will take care of Mr. [redacted]. Installs inc has informed the proper internal departments about possible
recruitment efforts in the market so this does not occur again in the future.
Sincerely,
Kenya [redacted]
Manager, Claims
INSTALLS, Inc.
This
responds to the complaint filed by Ms. [redacted] concerning the delivery of a
mattress to her home at [redacted], Forest VA 24551. Ms. [redacted]
purchased the mattress delivery from [redacted].
Our...
primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to deliver and set up a mattress. The facts are as follows:
On 5/26/2015,
INSTALLS received a pre-booked appointment from [redacted] through our
automated system which was scheduled for 6/1/15. This order was assigned to [redacted] (Servicer) based on the job type, the
date and the customer’s location. The servicer did not accept the work order
within our allotted 12 hour time frame, so it was rebooked, giving a final 12
hour deadline to be either accepted or declined.
On 5/28/15,
The order was reassigned to [redacted] as [redacted] had neither accepted nor
rejected it. 6/1/15 AM appointment was
confirmed and accepted by new servicer.
On 6/1/15 Ms.
[redacted] called to advise INSTALLS that her servicer did not arrive within the
scheduled 8am-12pm arrival window. INSTALLS inc made multiple efforts to reach
out to servicer to confirm estimated time of arrival, or to attach a different
partner who could roll on 6/1, but were not able to confirm alternate coverage
due to customer’s remote location. INSTALLS apologized and rescheduled for
Thursday 6/4 12-5pm and that appointment was completed on schedule.
We tried/are
trying to accommodate Ms. [redacted] through the following actions:
Offering a $99.00
refund of installation feeOffering an
additional $50 customer experience creditCompleting
services in full yesterday 6/4Offering an apology
for missed appointment
The customer
has confirmed acceptance of the $149 total compensation and this claim will be
closed as soon as we verify customer’s payment details.
Thank you,[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC
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. Regards, [redacted]
This
responds to the complaint filed by [redacted] concerning the delivery, set up
and haul-away of a...
Mattress set at [redacted]. Mrs.
[redacted] purchased the Mattress delivery, setup and haul-away through S[redacted]. Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, S[redacted] engaged our company to perform a Mattress delivery, setup
and haul-away. The facts are as follows:
On 8/18/15, INSTALLS
charged the customer for the Installation service, and scheduled the
installation for 8/21/2015 8-12pm window.
On 8/21/2015,
INSTALLS received a call from Mrs.
[redacted] informing the servicer has not
arrived and he is 1hour outside of the arrival window. INSTALLS contacted the assigned servicer who
informed they are currently in the club picking up the Mattress. Mrs. [redacted]
was informed of this information and that a missed appointment escalation would
be opened as a result.
Shortly
after the initial call Mrs. [redacted] called back into INSTALLS after receiving a
follow up call from the servicer informing he would arrive in an hour. Mrs.
[redacted] requested to speak with a
supervisor.
Mrs. [redacted]
spoke with the supervisor [redacted] who apologized to the customer for the
tardiness of the servicer, and reached out to the servicer who informed they
just arrived to the location and were outside. Mrs. [redacted] was informed that
the Resolution department would be in touch with her to discuss any
compensation regarding the missed appointment window.
Installs
inc LLCOn 9/1/2015 INSTALLS
Client Resolution department refunded Mrs.
[redacted] for the price of the delivery, set up and haul away of a Mattress set
due to the late arrival of the servicer and our teams delayed follow up call on
final resolution to the escalated problem. Mrs. [redacted] accepted the
compensation offer. Thank you, Courtney
W[redacted] Custom
Services Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, [redacted] The electrical work was done by a licensed electrician and was up to codes. Another installation company installed both tvs in the locations desired by myself. I can send photos of both. The representative of Installs said that the installer said there was exposed wires. Not true. I told the company that installed the tvs what the other company said and did and they did not understand as they saw no evidence of exposed wires. They Comformed that the electrical outlets were up to code be aside one of the installers was an electrician as well. Both of my tvs are installed in the exact location I asked Installs company service tech to do. Not once did Onstalls offer to send anyone out to inspect or verify what their service techs stated was improper at my home. Nothing is improper my outlets are up to code the tv is not too large as it is currently on the wall in BOTH locations. Would you like pictures to verify?? Both tvs are mounted and installed. Remember the locations I asked for where are lady estimated by another audio video installation company and were not locations I selected but rather the professional designer with Easy Living Clearwater Florida. I think that a installs as a company let the ball drop when they did. It send two installers as customary with wall tv mounting projects and as advertised by [redacted] that a pre-installation walk through would be performed. Which did. It ever happen. Both tvs were delivery 10 days prior to the proposed installation date so the company had ample time. They just did not follow proceed according to [redacted]s description for wall tv installations. Again my complaint stands because another company installed both tvs as I ask Installs to do. I had to pay for that installation in additional to what I paid Installs. [redacted]
August 18, 2016 Revdex.com, Inc. (Upstate NY) 1[redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning an External Component Installation performed at [redacted] ...
[redacted] Our primary business is to manage a national network of independent contractors (servicers) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. In this instance, the member purchased an External Component Installation directly from Staples which included the set-up and configuration of (1) external device into one (1) PC. External devices that are within scope can be wired or wireless; some examples include printer, software title (excluding OS), scanner, external HDD, camera, PDA, MP3 player, joystick, and required software title. Confirm the new device is working properly. On Thursday 7/20/2016, our system electronically received the order from Staples. It was automatically assigned to Systemize Networks LLC (servicer). The servicer is expected to log into the system and accept the order. Our IVR system made an outbound call to schedule [redacted] on 7/20/2016, and 7/21/2016 with no success. On Friday 7/22/2016, the IVR made an outbound call to schedule and was successful as our system was updated showing the schedule date of 7/26/2016 with an ETA of 8am to 10am. [redacted] called in to see if the servicer had a sooner date available. We sent the servicer and email to inquire if they could roll out on this service before the 7/26/2016 schedule date. We also opened up a request ticket for our field department to look for other servicers that maybe in the area that can accommodate [redacted]. On Saturday 7/23/2016, the system rejected the order stating that the servicer never logged into to accept the order. On Monday 7/25/2016, we reached out to 6 alternate servicers to see if they will be able to complete this service on or before Tuesday 7/26/2016. On Tuesday 7/26/2016, we reassigned the order from Systemize Networks LLC, to WM Installations. Staples called into the office to inquire what time the servicer was going to arrive. We reached out to the technician that works for WM Installations and he stated that he would go out at 3pm. [redacted] called in to let us know that the technician had not shown up and would be leaving at 6pm. We attempted to reach out to WM Installations to get an ETA but was forced to leave a message. An email was also sent to the technician to contact Installs inc, LLC and the customer to give ETA. [redacted] called Installs again stating that the technician has not called her or shown up and she wok need to reschedule for the next day morning only. Installs tried to contact technician and he stated that he would not be available in the morning on Wednesday 7/27/2016. But he would be available on Thursday 7/28/2016 in the morning. We rescheduled the customer for 7/28/2016 8am to 10am. On Thursday 7/28/2016, WM Installations called from onsite and stated that he is unable to get the software disks to load. We referred the customer and technician to contact Staples to troubleshoot. Staples called into Installs and stated that the technician was unable to complete the installation and the customer is requesting a refund but she could not refund her because the order is not showing canceled in our system. We called the servicer and he stated that the printer is working and the order should be canceled. We received another call from Staples stating that the customer has been waiting for 10 days and the order still has not been completed. Staples advised us that they have already refunded the customer $40.00. [redacted] called into Installs to speak with a supervisor as she has complaints and several issues. She was advised that someone from Client Resolutions will contact her. On Tuesday 8/9/2016 [redacted] called into Installs stating that she had not heard from anyone from Client Resolutions. [redacted] listed out the issues as: Technician was onsite from 830am to 330pm. He did not know what he was doing. Technician asked the customer no to complain because he would not get paid. Her secondary printer is no longer working. She requested a different technician to go out and fix the issue. We scheduled her for a troubleshoot for 8/16/2016 10am to 12noon. On Tuesday 8/16/2016, the technician advised us that he would be there between 11am-1130am. We called the customer to inform her and she stated that she has already filed a complaint to the Revdex.com. We reached out to [redacted] and apologized for the inconveniences surrounding the scheduling and installation as a good faith gesture in hoping to make this right for the member we have issued her a refund that she will be receiving within 7 business days. [redacted] stated that she is satisfied with this outcome. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
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. Regards, [redacted]
October 16, Revdex.com, Inc(Upstate NY) Bryant Woods South Amherst, NY Re: [redacted] Complaint ID: [redacted] Although we are satisfied that we have not only provided Mr [redacted] with the basic TV setup that he purchased but have went above and beyond to assist this customer with his problems We have taken the following actions to help resolve any outstanding issues: - Dispatched two different techs on two free service calls, and have determined conclusively that any ongoing problems with the customer's TV are not due to a faulty or incompetent installation - We have suggested other paths to resolution for this customer - We therefore suggested that any further problems the customer experiences be pursued through other means-- for example, by contacting [redacted] about his cable box As a good will gesture and loyalty to our customers, we will be issuing a partial credit to the customer in the form of a check in the amount of $that he should receive within to business days Best Regards, [redacted] Client Resolutions INSTALLS, Inc
October 13, Revdex.com, Inc(Upstate NY) Bryant Woods South Amherst, NY Re: [redacted] Complaint ID: [redacted] This responds to the complaint filed by [redacted] concerning the setup of a 65" television as well as two subsequent service calls performed in Mr***'s home at [redacted] ***Mr [redacted] purchased the television at [redacted] , and directly purchased installation services from INSTALLS Inc Our primary business is to manage a national network of independent contractors (techs) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishingsTypically, we enter into written contracts with clients to provide their needs throughout the U.SOur services are performed by a network of independent contracting installers (techs) with whom we have contracted to perform services on our behalf In this instance, the customer directly purchased our installation services to perform a basic setup of a television he purchased from [redacted] The facts are as follows: On August 30, 2014, we electronically received an order from [redacted] to set up a television on a stand for Mr***On August 31st 2014, the order was scheduled for September 3rd On August 31st 2014, we received an electronic update that the order was canceled from [redacted] .On September 3, 2014, Mr [redacted] called us to inquire why his order cancelledAt that time, we explained to him that the order might have been cancelled due to an issue with his credit cardAs we are authorized to do, we processed a payment of $and created an order manually to complete the setup of his televisionWe then contacted a tech [redacted] and [redacted] reported the services to us as being completed that day On September 4, 2014, Mr [redacted] called us to request a service callThe tech that was dispatched to Mr***'s home on September 3rd was unable to complete all of the installation work because the customer lacked an optical cable for his surround soundIn lieu of connecting an optical cable, the tech demonstrated to Mr [redacted] how to connect the cable once he had purchased itThe customer obtained an audio cable shortly thereafter, but upon installing it himself, he could not get any sound out of his televisionWe subsequently attempted to contact the tech to set up a service call date for the customer, but was unable to reach the tech On September 5, 2014, Mr [redacted] called us to report that the tech had also left the trash from his installation on site, and that he expected the tech to remove the trash during the service call On September 9, 2014, the tech that performed the original installation went to Mr***'s home to perform a service call, at no charge to the customerOur Client Resolutions department called Mr [redacted] on September 11, to find out if Mr [redacted] was satisfied with the service callMr [redacted] replied that he was not satisfiedAlthough the tech had removed the packaging materials left behind in the home, and although he had caused the customer's surround sound to work again, the surround sound occasionally emitted a static soundMr [redacted] also complained that the tech had not programmed his universal remote-- something that was not mentioned in his initial request for a service callMr [redacted] then requested a second service call by a different contractor On September 16, 2014, we spoke to the technician who performed both the setup and the service call to determine whether the customer's ongoing problems were due to a faulty installation, and whether we would need to purchase any additional items to make Mr***'s television work The tech gave us the following information about the installation: "Mr***'s surround sound had initially failed to work because he had put the optical cable in the wrong outputThe tech corrected that problem, and optimized Mr***'s surround soundBecause Mr [redacted] has a digital surround sound system, there should be no static sound; such noise indicates either that Mr***'s optical cable or surround sound equipment is faulty, or may indicate user error due to a failure to toggle correctly between sound modesThe tech attempted to program Mr***'s universal remote that was issued to him by the [redacted] , but both it and his [redacted] receiver are so out-of-date that they could not be coded to work with Mr***'s new television and surround sound systemMr [redacted] should contact [redacted] for a new receiver before we perform a second service call." On September 17, 2014, we contacted Mr***, informing him that the problems he was experiencing were best resolved by obtaining a new receiver from [redacted] He claimed that all of his problems were caused by what he deemed the tech's refusal to program his remote, and continued to insist that we dispatch a second tech to perform a second service callFortunately, a different contractor [redacted] happened to be in the area that day, and we set up a second service call for later that day-- again, at our own expense, and at no charge to the customer Finally, on the evening following the second service call, we contacted the tech who performed it to find out the resultsOur second tech informed us that he had made use of a [redacted] IR receiver to enable Mr***'s [redacted] remote to work with his television and surround sound systemUpon completing this work, however, Mr [redacted] produced a second, already programmed universal remote, and proclaimed to the tech: "Now I have two." Although we are satisfied that we have not only provided Mr [redacted] with the basic TV setup that he purchased but have went above and beyond to assist this customer with his problems We have taken the following actions to help resolve any outstanding issues: Dispatched two different techs on two free service calls, and have determined conclusively that any ongoing problems with the customer's TV are not due to a faulty or incompetent installation We have suggested other paths to resolution for this customer We therefore suggested that any further problems the customer experiences be pursued through other means-- for example, by contacting [redacted] about his cable box As good will gesture and loyalty to our customers, we will be issuing a partial credit to the customer in the form of a check that he should receive within to business days Best, [redacted] Client Resolutions INSTALLS, Inc
Re: *** *** *** ***Complaint ID#: ***
This responds to the complaint filed by *** *** *** *** concerning the delivery and installation of a 55-inch television at her residence *** *** *** ** *** *** ** ***.
Our primary business is to manage a national network of
independent contractors (“Techs”) who perform delivery, installation, and assembly of consumer electronic products, appliances, fitness equipment, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting installers (“Techs”) with whom we have contracted with to perform services on our behalfIn this instance, *** *** engaged our company to deliver and install a 55-inch televisionThe facts are as follows:
On 9/26/2014, we received an order electronically from *** *** scheduled for 10/7/8am-12noon. The order electronically assigned to our independent contractor *** *** *** **C logged into our system and declined the order noting they are not available on 10/7/but would be able to complete the service on 10/6/or 10/8/2014. The order is scheduled for 10/7/
On 9/27/2014, trying to avoid a reschedule our field manager logged into our system and reassigned the order from *** *** ** *** *** ***e. *** *** *** logged into the system and accepted the order for this date and timeThe order is scheduled for 10/7/
On 10/6/2014, the order dispatched out to *** *** ***. *** *** called into our office that night and stated that they will need to push the show time from 8am-12noon to 12noon-4pm. We placed the technician on hold and contacted *** *** *** *** to confirm that they would be ok with the show time change. Ms*** *** *** stated that they are ok with it and requested a 15-20minute call ahead in which the technician agreed too. The order is scheduled for 10/7/
On 10/7/2014, we received a call from *** *** *** at approximately 3:07pm stating that we will need to reschedule the customer due to the customer needing to leave
On 10/8/2014, we received a call from the customer to reschedule for 10/14/8am-12noon. *** *** *** logged into the system and accepted the orderThe order is rescheduled for 10/14/
On 10/10/2014, we received a call from *** *** inquiring about the location of the customer’s equipment because was never returned back to the store. We contacted *** *** *** to inquire and they stated that they delivered the equipment to the customer home on 10/7/2014, and on 10/14/2014, the installation is to be completed. The order is still scheduled for 10/14/
On 10/12/2014, we received a call from *** *** *** stating that they cannot do the installation on 10/14/but they are available on 10/13/or 10/15/2014. We called *** *** *** *** and left a voicemail message to confirm if they could reschedule. The order is still scheduled for 10/14/
On 10/13/2014, we received a return call from *** *** *** *** stating that she would not be available on 10/13/or 10/15/but can do 10/16/8am-12noon. The order is now rescheduled for 10/16/
On 10/14/2014, *** *** *** logged into the system and accepted the order. Shortly thereafter we received a call from the contractor stating that they can no longer perform the installation on 10/16/they can only perform the install on 10/15/12pm -4pm. We called the customer and a left a voicemail to contact us back to discuss. Ms*** *** *** contacted us back and stated that she can reschedule for 10/15/12noon-4pm, but she wanted to talk to someone about the numerous reschedules. *** *** *** called into our office, stated that they cannot complete the service on 10/15/due to a doctor’s appointment, and asked us to contact the customer to reschedule for 10/17/2014. We advised that we will not reschedule the customer again and we will reassign the order to someone if he could not complete the service as scheduled 10/15/2014. *** *** agreed to complete the service on 10/15/2014. The order dispatched out to G’s. The order is now rescheduled for 10/15/
On 10/15/2014, *** *** *** logged into the system and noted that they attempted to contact the customer and no one answered the phone twice. The order is still scheduled for 10/15/
On 10/16/2014, Ms*** *** *** called our office inquiring to what time the technician is planning to show up. Ms*** *** *** claims she never rescheduled for 10/15/as she had classes. We contacted *** who agreed to roll out to complete the service but later in the evening called us to advise that they will not be able to perform the services. A supervisor here at INSTALLS inc spoke with the customer and contacted *** *** to inquire if they will be able to accommodate the customer and they stated that they are available on 10/3pm-5pm or 10/12noon-4pm. We confirmed that 10/18/is ok with the customer and rescheduled the order. *** *** logged into the system and accepted the order. The order is now rescheduled for 10/18/
On 10/17/2014, the order dispatched out to *** *** and service is completed
Due to the inability of *** *** *** to complete the installation portion of the service on the dates they stated they were available therefore causing multiple reschedules we are willing to send Ms*** *** *** a check in the amount of $ The check will be US mailed and should be received within to business days Very Truly Yours, INSTALLS inc
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.
Regards,
[redacted]
This
responds to the complaint filed by Ms. [redacted] concerning the
installation of range at her home at [redacted], OH 44145. Ms. [redacted]
purchased the range and installation service...
from [redacted]
Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to install a range. The facts are as
follows:
On 5/11/2015,
INSTALLS received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 5/16/15. This order was assigned to [redacted] LLC (Servicer) based on the job type, the date and the
customer’s location. The servicer logged into the system and accepted this
assignment.
On 5/16/2015,
installation of the unit was completed. Servicer uploaded paperwork confirming
customer acceptance of work. An automated call was made to customer requesting
they contact INSTALLS with feedback on the service.
On
5/22/2015, customer [redacted] called to report that she was not
satisfied with service, because servicer did not haul away old unit, unit was
not leveled, and accessories for the unit (racks in oven) were not
installed. An escalation was opened and INSTALLS
reached out to servicer. Integrity
Installations provided the following response to the customer’s complaints:
Customer advised
service team that she intended to keep her existing range at the beginning of
her appointment. Because of this, the “helper” technician who was brought to
assist with haul-away was dismissed from site. Customer’s range
was re-leveled during appointment, at customer’s request, requiring a full reinstall
of unit. Servicer denies
they spoke rudely to customer.Servicer admitted
racks may not have been installed (they couldn’t recall), which is an
error/omission in scope of work.After reinstall
of unit, customer told servicer she had changed her mind and wanted the old
unit hauled away. Servicer offered to schedule a return visit to do so, because
it was too late for helper to return to site,
but customer declined. Haul-away could not be safely performed with a
one-man crew.
After obtaining servicer’s notes, INSTALLS
left customer two messages, eventually receiving return call on 5/28.
Because of
the potential omission of rack/accessory installation and the customer’s
general dissatisfaction, INSTALLS offered the customer a $50 cash credit.
Customer rejected the offer, so the maximum $75 customer care credit was
offered by manager [redacted]. Customer insisted on full refund, which was
judged to be unwarranted, as the omission on her claim was minor (accessory
installation) and the offer to haul away her old unit stood. Final offer of $75 was rejected by customer,
at which time claim was closed.
Due to
continued customer dissatisfaction, upper management has authorized a $100
customer satisfaction credit, which was accepted by customer.
We tried/are
trying to accommodate Ms. O’Leary through the following actions:
Offering a $100
credit Offering to
schedule a service call to complete haul-away
The customer
has confirmed acceptance of the $100 customer satisfaction credit and this
claim is closed as resolved in our system.
Thank you,
[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC
December 19, 2016 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a Basic TV Setup with Delivery to be performed at [redacted]...
[redacted]. Our primary business is to manage a national network of independent contractors (“servicer”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the member purchased a Basic TV Setup with Delivery only directly from [redacted]. On 11/30/2016, our system electronically received the order from [redacted] for a Basic TV Setup with Delivery it was not able to be scheduled or assigned to a “servicer” due to the amount of miles the member lives from the [redacted] location. [redacted] called into Installs inc to process the mileage fee payment. After the transaction was processed the order was scheduled for 12/5/2016 12noon to 5pm. However due to the number of miles the member lives from the [redacted] location the order was not assigned to a servicer. On 12/2/2015, the field relations supervisor reached out to servicers to see who would be able to service this area on 12/5/2016 between 12noon and 5pm. A “servicer” by the name of Sunday Morning Services advised they would be able to accommodate the member on 12/5/2016. The order was assigned to the “servicer”. The “servicer” logged into their account and accepted he order. On 12/4/2016, the “servicer” [redacted] placed a notation on the order that they emailed Installs inc to reschedule the member for 12/8/2016 4pm to 8pm due to their technician only being the [redacted] area on Thursdays. The order was dispatched to “servicer”. If the “servicer” could no longer accommodate the 12/5/2016 appointment they should have called into the Installs inc office, or logged into their account and rejected the order in which we would have been notified immediately and would have been able to either find alternate coverage or contact [redacted] to inform her of the issue. On 12/5/2016, [redacted] called Installs inc to get an ETA o the “servicer’s” arrival. The [redacted] service agent placed [redacted] on hold and contact the “servicer” and was told they would be arriving at the residence between 3pm and 5pm. This information was relayed to [redacted]. At the same time this agent was on the call with [redacted] another [redacted] service agent that was working the email inboxes rescheduled the order for 12/8/2016 per the email received from the “servicer” back on 12/4/2016 without calling [redacted] to confirm. Alorica call center for [redacted] called into Installs inc to get another ETA for the technician’s arrival. The [redacted] service agent tried calling the “servicer” but there was no answer. An email was sent to the “servicer” asking if they could still go out tonight and if not then on 12/8 they would need to come after 4pm. On 12/6/2016, [redacted] called Installs inc to ensure “servicers” arrival after 4pm on 12/8 and to inquire why the “servicer: never showed up on 12/5. Installs explained the communication failures that occurred between the “servicer” and Installs inc, apologized, and offered her compensation. On 12/7/2016, The “servicer” logged into their account and notated the order they tried to contact [redacted] to relay the ETA for 12/8/2016 appointment but they had to leave a voicemail message. On 12/8/2016, The “servicer” logged into their account and notated the order they are no longer servicing this area. Installs inc reached out to the “servicer” to offer them additional money to keep the appointment with this [redacted] advising they cannot decline a job on such short notice. The “servicer” refused the additional money and Installs inc started searching for alternate “servicers” in this area. [redacted] called Installs inc looking for an ETA and was advised that her order is no longer scheduled and that she would need to reschedule. [redacted] hung up the phone at that time. [redacted] called Installs inc inquiring about her order and was advised that a field service supervisor has been working on her order and will be contacting her in the morning with an update. Additional compensation was offered to [redacted] at this time and was accepted. On 12/9/2016, [redacted] called into Installs inc inquiring about her order. [redacted] Service Representative made her aware that an email will be sent to the field department to inquire if they have yet found adequate coverage for this order and to contact the [redacted] with an update. The Installs inc field department reached out to the 5th “servicer” [redacted] and they advised they can go out to this location 12/12 12-5pm but would need an additional mileage fee. [redacted] refused to wait until Monday 12/12 as she had been waiting since November. An email was sent to the field department letting them know they need to find someone sooner than 12/12. The field department reassigned the order to Jim Coe and approved the additional mileage fee and schedule the order for the soonest available 12/12 12-5pm. [redacted] called Installs inc stating that the [redacted] never agreed to the 12/12 12-5pm but she will take it if they come after 3pm. Installs inc received an email from Jim Coe stating that we will need to reimburse him for a truck rental due to the size and dimensions of the television. On 12/12/2016 [redacted] called into Installs inc to confirm that the installation was scheduled. The [redacted] service representative placed her hold and contacted J[redacted] who confirmed arrival for after 3pm. The field department contacted [redacted] and confirmed that her television has been delivered and installed and confirmed that compensation will be sent to her. On 12/17/2016, [redacted] called Installs inc to let us know that she had not received the compensation that we offered to her. She was advised that the compensation usually takes 7-14 days but it was sent out already. In an effort to make this right and to make sure that the experience that [redacted] had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to [redacted] on 12/7/2016. Installs inc will also be reporting the reschedules, and the missed appointments by the “servicers” that we contracted with to the local field managers to ensure that this does not occur again in the future. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
[redacted]
[redacted]
[redacted]
[redacted]
Thank you for your services. I have been contacted by the company Installs, Inc personally and an apology has been established. No...
further action is required.I appreciate your time and assistance with my complaint.Best Regards[redacted]
Installs inc requested additional information through the lawyers office. The lawyers office responded with the additional documentation requested on 08/10/17. I reached out to Installs inc myself on 08/17/17 via email and have yet to received a response.
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.
Regards,
[redacted]
I accept their response even it is full of errors and lies. There isn't anything wrong with my dish receiver. The techs they send out to my home were inexperienced in their work and they completely destroyed my sound system with their actions. I had to purchase a new system. I will be glad to advise you the lies in their response if you want. I hired a different firm and they did an excellent job . I accept the $50.00 refund and I don't want to do anything else with this company. I can not recommend this company at all in my area
Jackie S[redacted] *• Scheduling an immediate site inspection when damage was reported • Remaining in constant communication with all parties, thoroughly explaining each step of This responds to the complaint filed by Ms. [redacted] concerning the installation of a television at her home...
at [redacted]7. Ms. [redacted] purchased the television and installation service from [redacted]. Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronics. Typically we enter into written contracts with clients to provide their needs throughout the US. Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf. In this instance, [redacted] engaged our company to install a 65” television. The facts are as follows: On 1/17/15, we received a pre-booked appointment from [redacted] through our automated system which was scheduled for 1/19/15. This order was assigned to [redacted] Communications (Servicer) based on the job type, the date and the customer’s location. [redacted] accepted the order the same day. On 1/19/15, the installation of the customer’s television was completed without comments or issues from customer or servicer. On 7/10/15 [redacted] notified INSTALLS inc that the customer reported television falling off the wall by opening a damage claim Friday evening. On 7/13/15 (next business day) the INSTALLS inc damage claims department left a message for the customer requesting call to discuss claim. [redacted] called back that afternoon and advised of the issue. Ms. [redacted] provided detailed information of how and when issue was discovered, what items were potentially damaged, and what steps would be needed to review claim. Confirmed a troubleshoot for servicer to return that day, assess the site to determine cause of TV falling. It was agreed we would not remount the television, per customer request.Installs inc LLC Ms. [redacted] called in later that day to discuss service call. She reported that her service advised her that because she self-installed a sound bar near television that warranty was invalidated. Customer explained to damage claims that the sound bar was not wall mounted, it was on a stand so she did not believe it would affect the TV mount. Claims agreed to continue investigation, rather than immediately denying the claim for voided warranty.On 7/15/15, INSTALLS received an email with requested photos, and receipt from Ms. [redacted]. Because [redacted] stood by assessment that the installation was out of warranty, INSTALLS inc escalated theissue to the regional field manager on 7/15/15 to confirm whether bolts for TV mounting bracket had been properly anchored. Installs left a message for Ms. [redacted] on 7/15 to advise of status.On 7/16/15, INSTALLS regional field manager reviewed all site photos and confirmed that the bolts should have held based on their current positioning and the state of the drywall. Because there was a clear dispute (customer insisting they did not remove television to install sound bar, servicer andmanagement advising that for a previously secure TV that was mounted correctly to fall several months later, tampering was indicated). INSTALLS opened an insurance claim on the customer’s behalf immediately so an engineer or field adjuster could double check findings and make a final determination.On 8/4/15, INSTALLS offered to return customer’s installation fee as a goodwill gesture ($399.99 value) and made it clear we will continue to work with her through the insurance claim process. INSTALLS will stand by insurance decision to either approve or deny claim of damages, based on their professional assessment of whether the installation was faulty. The insurance claim is still in progress and INSTALLS remains in touch with Ms. [redacted].INSTALLS has worked/is working to resolve the issue through the following: process INSTALLS opened an insurance claim and continues to follow up regularly with customer and insurance adjuster (last follow up with both was 7/30/15).• Instead of denying claim when incident was found to be likely due to installation tampering,
• Offering a full cash refund of installation fee, which customer has accepted ($399.99 value)
Unfortunately, insurance claims do take some time to resolve. INSTALLS is committed to continuing to
follow up with customer until a final determination is made by the insurance company.
Thank you, Jackie S[redacted] Project Manager – Damage Claims Division Installs inc LLC
This responds to the rejection filed by [redacted] concerning the installation of her Premium on Wall TV setup at [redacted] Ms. [redacted] purchased the Premium on Wall installation at [redacted]. The facts are as follows: As stated previously INSTALLS inc never charged [redacted] for installation services. [redacted] would have charged any charges in regards to the installation. On 12/31/2015, INSTALLS inc contacted [redacted] on the customer’s behalf to assist in the refund of what she claimed was paid to them for our installation services. We spoke with someone named Judy at [redacted] who stated that there is not anything in their system and to her understanding once an order is canceled in our system the customer never gets charged. This order was canceled on our end on 12/5/2015 and is never showing as being completed. On 1/4/2016, INSTALLS spoke with her and explained that INSTALLS inc never charged her and [redacted] only charges if an order is completed which her order was never completed. We would be more than willing to continue to assist [redacted]. We would need to know what company her credit card statement is showing charged her for this service. Thanks you, Kenya C[redacted] Operations Manager INSTALLS inc, LLC
June 29, 2016 Revdex.com, Inc. (Upstate NY) [redacted] Re: Mr. [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mr. [redacted] (member) concerning a Basic TV Setup and Delivery performed at Mr. [redacted]'s home [redacted]...
[redacted]. Our primary business is to manage a national network of independent contractors (servicers) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. In this instance, the member purchased a [redacted] Warranty Package directly from [redacted] Club which included delivery, and setup of a television. On Thursday June 16, 2016, we electronically received two orders for Mr. [redacted]. [redacted]-137 & [redacted]-150. They both had 2 different phone numbers for contact. They were both scheduled for Monday June 20th 2016 between 12noon and 5pm EST. They were both for a Basic TV Setup & Delivery. They both were assigned to Current Home Systems (servicer). On Monday June 20th 2016, on order [redacted]-137 due to a call Installs inc received from [redacted] Club asking for an ETA, Installs inc made a call to the servicer who advised Installs inc that they will need to reschedule this service for Tuesday June 21st between 12noon- 5pm EST due to having food poisoning. The reschedule in the system auto-generated an email that was sent to the member advising them of the reschedule date and time. On order [redacted]-150 there is no activity recorded. On Tuesday June 21st 2016, on order [redacted]-137 We reassigned the order from Current Home Systems (servicer) to Kelstar (servicer). On order [redacted]-150 The tech that was dispatched to Mr. [redacted]'s home gave us the following information about the installation “RAN ACROSS AN ISSUE WITH THE MEMBERS CABLE BOX STATED IT SAT ON CHANNL 480 AND WOULDN'T GO ANYWHERE SO HE ASKED THE MEMEBR TO CONTACT THEIR CABLE COMPANY. THEIR CABLE COMPANY ASKED THAT THEY CONTACT THE MANUFACTURER OF THE TV BECAUSE ON THEIR END ALL LOOKS WELL. HOWEVER, IT ISN'T A MANUFACTURED ISSUE SO THE TECH EXPLAINED THAT THE JOB IS DONE AND THE ISSUE IS THE CABLE BOX WHICH MAY NEED TO BE REPLACED.” On 6/27/2016 Installs inc reached out to Mr. [redacted] apologized for the inconvenience and came to an agreement. Although we are satisfied that Mr. [redacted] received the basic TV setup that he purchased we are very sorry for the turn of events surrounding the scheduling of the service. We have taken the following actions as a good faith gesture in hoping to make this right for the member: A gift card will be placed in the mail with receipt with 7 to 10 business days. Also as good will gesture and loyalty to our members, we will be issuing a letter of apology as well. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Before we accept the very generous resolution of our complaint offered by Installs Inc, we would like to include a stipulation that prohibits the third-party installation contractor selected by Install Inc from contacting us directly. All requests for information by the third-party contractor, or its representatives, must be made through Install Inc, who will evaluate the contractor's request and determine if it merits our involvement. Because our agreement was with Installs Inc, and the installation itself was performed by a third-party contractor, this additional request protects us from any nuisance contacts.
We feel it's a reasonable additional request in light of the business model information provided in the response of Installs Inc, but hope it's not necessary to use.
Including this additional modest request to protect our privacy, along with their previous thoughtful resolution offer, would resolve our complaint to our full satisfaction.]Regards,[redacted]
April 5, 2017
Revdex.com, Inc. (Upstate NY)
[redacted] Re: Mr. [redacted]
Complaint ID #: [redacted]
This responds to the complaint filed by Mr. [redacted] concerning a [redacted] Gas Range/Dryer/OTR
installation to be performed at [redacted]...
[redacted].
Our primary business is to manage a national network of independent contractors (“servicers”) who performs
repairs, delivery, installation, and assemblies of consumer electronic products, appliances, and home
furnishings. Our services are performed by a network of independent contracting contractors (“servicers”) with
whom we have contracted to perform services on our behalf.
Typically, we enter into written contracts with clients to provide their needs throughout the U.S.
In this instance, [redacted] contracted with Installs inc LLC to perform a Gas Range/Dryer/OTR installation for
Mr. [redacted].
On 2/26/2017, our system electronically received an order from [redacted]. The order came in from [redacted]
with a desired install date of 3/18/2017 arriving between 8 am and 12pm. When Installs inc received the order it
was automatically assigned to “servicer” [redacted] based on the availability and coverage area
that they have provided to Installs inc, as well as their skill sets. The “servicer” logged into their account later
that day and rejected the order stating that they can only do the OTR portion of the installation.
On 2/27/2017 the order was reassigned to [redacted] an alternate servicer remaining
scheduled for 3/18/2017 from 8am to 12noon. It is not clear if they were verbally contacted but it was assigned
manually.
On 2/28/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
On 3/1/2017 Installs inc LLC manually assigned the order back to [redacted], keeping
the original scheduled date and time, and sent them two emails to login to their account and accept the order. It
is not clear if the servicer was verbally contacted.
On 3/3/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
Installs inc LLC manually assigned the order back to [redacted], keeping the original
install date and time, and sent them an email to login to their account and accept the order. It is not clear if the
servicer was verbally contacted. The servicer later that evening logged into their account and declined the order
as out of the coverage area.
On 3/6/2017 Installs inc LLC manually assigned the order to [redacted] an
alternate servicer keeping original schedule date and time. It is not clear if the servicer was verbally contacted,
however and two emails was sent to them.
On 3/7/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
On 3/8/2017 Installs inc LLC manually assigned the order to [redacted] an alternate servicer keeping
original schedule date and time. The acceptance and schedule date and time was confirmed verbally with Joseph
from [redacted].
On 3/18/2017 [redacted] called Installs inc LLC to confirm ETA. We advised the arrival window is scheduled
before 12 noon EST. [redacted] called Installs inc LLC again to confirm ETA. It was after 12noon so an
escalation ticket was opened up on the order and the servicer was called and a message was left asking to
contact Mr. [redacted] and Installs inc to confirm when he would be arriving. Within an hour two emails were
also sent to the servicer. [redacted] called in stating that the arrival window was missed and the servicer did not
show up or call. Installs inc attempted to reach the servicer via phone ad was not able but a message was left.
For the next 4 to 5 hours’ multiple calls and emails were sent to the servicer to obtain information on this
scheduled appointment. Installs inc LLC spoke to the customer and he stated that he wants the services
completed on 3/20 no exceptions. Installs inc offered the customer compensation I for the missed appointment
but it is not clear from the notes if the compensation was excepted. An email was sent to our field management
department asking for assistance with finding coverage for Monday 3/20/2017.
On 3/19/2017 multiple calls and emails were sent to try to secure a servicer for the completion of the services
and there was no success. By that evening Installs inc LLC had not been able to secure a servicer and the
customer and/or client had not been contacted to advise that there was no servicer available for Monday
3/20/2017.
On 3/20/2017 Installs inc LLC received a Revdex.com complaint, the field department solicited 10 different servicers
to see if they would be willing to accommodate this order and now we were offering the servicer additional
compensation to complete the service. Installs inc contacted the [redacted] warehouse and was advised that they
have the range but they do not have the OTR available at this this time and to call them back tomorrow as they
may have some in by 3/22 or 3/23. Installs inc LLC called and spoke to Mr. [redacted] and he advised that he wants
both products to be delivered at the same time and wants to be refunded for the installation. Installs inc advised
Mr. [redacted] that a supervisor would call him after we confirm with the [redacted] warehouse if all products were
available. [redacted] logged into their account and placed the order into “No Equipment Status”.
On 3/21/2017 [redacted] logged into their account and scheduled the order for 3/31/2017 between 8am and
12noon. The order was automatically assigned to [redacted]. Installs inc LLC
spoke with Mr. [redacted] and advised that we would be compensating him for the issues surrounding the installation
of the appliances, and the store should be in contact with him on the equipment update. Mr. [redacted] accepted that
and was all set.
Between 3/21/2017 and 3/27/2017 Mr. [redacted]’s order was assigned to four different servicers. On 3/27/2017 J1S
CORP 1 agreed to cover the installation and the order was completed as promised on 3/31/2017. Mr. [redacted] has
been contacted to ensure that there are no outstanding issues and to confirm compensation should be received
within 7 to 10 business days.
In an effort to make this right and to make sure that the experience that Mr. [redacted] had with Installs and the
brands that we represent through our service programs Installs inc in spite of the fact that the equipment was not
available will take care of Mr. [redacted]. Installs inc has informed the proper internal departments about possible
recruitment efforts in the market so this does not occur again in the future.
Sincerely,
Kenya [redacted]
Manager, Claims
INSTALLS, Inc.
This
responds to the complaint filed by Ms. [redacted] concerning the delivery of a
mattress to her home at [redacted], Forest VA 24551. Ms. [redacted]
purchased the mattress delivery from [redacted].
Our...
primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to deliver and set up a mattress. The facts are as follows:
On 5/26/2015,
INSTALLS received a pre-booked appointment from [redacted] through our
automated system which was scheduled for 6/1/15. This order was assigned to [redacted] (Servicer) based on the job type, the
date and the customer’s location. The servicer did not accept the work order
within our allotted 12 hour time frame, so it was rebooked, giving a final 12
hour deadline to be either accepted or declined.
On 5/28/15,
The order was reassigned to [redacted] as [redacted] had neither accepted nor
rejected it. 6/1/15 AM appointment was
confirmed and accepted by new servicer.
On 6/1/15 Ms.
[redacted] called to advise INSTALLS that her servicer did not arrive within the
scheduled 8am-12pm arrival window. INSTALLS inc made multiple efforts to reach
out to servicer to confirm estimated time of arrival, or to attach a different
partner who could roll on 6/1, but were not able to confirm alternate coverage
due to customer’s remote location. INSTALLS apologized and rescheduled for
Thursday 6/4 12-5pm and that appointment was completed on schedule.
We tried/are
trying to accommodate Ms. [redacted] through the following actions:
Offering a $99.00
refund of installation feeOffering an
additional $50 customer experience creditCompleting
services in full yesterday 6/4Offering an apology
for missed appointment
The customer
has confirmed acceptance of the $149 total compensation and this claim will be
closed as soon as we verify customer’s payment details.
Thank you,[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC
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. Regards, [redacted]
This
responds to the complaint filed by [redacted] concerning the delivery, set up
and haul-away of a...
Mattress set at [redacted]. Mrs.
[redacted] purchased the Mattress delivery, setup and haul-away through S[redacted]. Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, S[redacted] engaged our company to perform a Mattress delivery, setup
and haul-away. The facts are as follows:
On 8/18/15, INSTALLS
charged the customer for the Installation service, and scheduled the
installation for 8/21/2015 8-12pm window.
On 8/21/2015,
INSTALLS received a call from Mrs.
[redacted] informing the servicer has not
arrived and he is 1hour outside of the arrival window. INSTALLS contacted the assigned servicer who
informed they are currently in the club picking up the Mattress. Mrs. [redacted]
was informed of this information and that a missed appointment escalation would
be opened as a result.
Shortly
after the initial call Mrs. [redacted] called back into INSTALLS after receiving a
follow up call from the servicer informing he would arrive in an hour. Mrs.
[redacted] requested to speak with a
supervisor.
Mrs. [redacted]
spoke with the supervisor [redacted] who apologized to the customer for the
tardiness of the servicer, and reached out to the servicer who informed they
just arrived to the location and were outside. Mrs. [redacted] was informed that
the Resolution department would be in touch with her to discuss any
compensation regarding the missed appointment window.
Installs
inc LLCOn 9/1/2015 INSTALLS
Client Resolution department refunded Mrs.
[redacted] for the price of the delivery, set up and haul away of a Mattress set
due to the late arrival of the servicer and our teams delayed follow up call on
final resolution to the escalated problem. Mrs. [redacted] accepted the
compensation offer. Thank you, Courtney
W[redacted] Custom
Services Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, [redacted] The electrical work was done by a licensed electrician and was up to codes. Another installation company installed both tvs in the locations desired by myself. I can send photos of both. The representative of Installs said that the installer said there was exposed wires. Not true. I told the company that installed the tvs what the other company said and did and they did not understand as they saw no evidence of exposed wires. They Comformed that the electrical outlets were up to code be aside one of the installers was an electrician as well. Both of my tvs are installed in the exact location I asked Installs company service tech to do. Not once did Onstalls offer to send anyone out to inspect or verify what their service techs stated was improper at my home. Nothing is improper my outlets are up to code the tv is not too large as it is currently on the wall in BOTH locations. Would you like pictures to verify?? Both tvs are mounted and installed. Remember the locations I asked for where are lady estimated by another audio video installation company and were not locations I selected but rather the professional designer with Easy Living Clearwater Florida. I think that a installs as a company let the ball drop when they did. It send two installers as customary with wall tv mounting projects and as advertised by [redacted] that a pre-installation walk through would be performed. Which did. It ever happen. Both tvs were delivery 10 days prior to the proposed installation date so the company had ample time. They just did not follow proceed according to [redacted]s description for wall tv installations. Again my complaint stands because another company installed both tvs as I ask Installs to do. I had to pay for that installation in additional to what I paid Installs. [redacted]
August 18, 2016 Revdex.com, Inc. (Upstate NY) 1[redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning an External Component Installation performed at [redacted] ...
[redacted] Our primary business is to manage a national network of independent contractors (servicers) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. In this instance, the member purchased an External Component Installation directly from Staples which included the set-up and configuration of (1) external device into one (1) PC. External devices that are within scope can be wired or wireless; some examples include printer, software title (excluding OS), scanner, external HDD, camera, PDA, MP3 player, joystick, and required software title. Confirm the new device is working properly. On Thursday 7/20/2016, our system electronically received the order from Staples. It was automatically assigned to Systemize Networks LLC (servicer). The servicer is expected to log into the system and accept the order. Our IVR system made an outbound call to schedule [redacted] on 7/20/2016, and 7/21/2016 with no success. On Friday 7/22/2016, the IVR made an outbound call to schedule and was successful as our system was updated showing the schedule date of 7/26/2016 with an ETA of 8am to 10am. [redacted] called in to see if the servicer had a sooner date available. We sent the servicer and email to inquire if they could roll out on this service before the 7/26/2016 schedule date. We also opened up a request ticket for our field department to look for other servicers that maybe in the area that can accommodate [redacted]. On Saturday 7/23/2016, the system rejected the order stating that the servicer never logged into to accept the order. On Monday 7/25/2016, we reached out to 6 alternate servicers to see if they will be able to complete this service on or before Tuesday 7/26/2016. On Tuesday 7/26/2016, we reassigned the order from Systemize Networks LLC, to WM Installations. Staples called into the office to inquire what time the servicer was going to arrive. We reached out to the technician that works for WM Installations and he stated that he would go out at 3pm. [redacted] called in to let us know that the technician had not shown up and would be leaving at 6pm. We attempted to reach out to WM Installations to get an ETA but was forced to leave a message. An email was also sent to the technician to contact Installs inc, LLC and the customer to give ETA. [redacted] called Installs again stating that the technician has not called her or shown up and she wok need to reschedule for the next day morning only. Installs tried to contact technician and he stated that he would not be available in the morning on Wednesday 7/27/2016. But he would be available on Thursday 7/28/2016 in the morning. We rescheduled the customer for 7/28/2016 8am to 10am. On Thursday 7/28/2016, WM Installations called from onsite and stated that he is unable to get the software disks to load. We referred the customer and technician to contact Staples to troubleshoot. Staples called into Installs and stated that the technician was unable to complete the installation and the customer is requesting a refund but she could not refund her because the order is not showing canceled in our system. We called the servicer and he stated that the printer is working and the order should be canceled. We received another call from Staples stating that the customer has been waiting for 10 days and the order still has not been completed. Staples advised us that they have already refunded the customer $40.00. [redacted] called into Installs to speak with a supervisor as she has complaints and several issues. She was advised that someone from Client Resolutions will contact her. On Tuesday 8/9/2016 [redacted] called into Installs stating that she had not heard from anyone from Client Resolutions. [redacted] listed out the issues as: Technician was onsite from 830am to 330pm. He did not know what he was doing. Technician asked the customer no to complain because he would not get paid. Her secondary printer is no longer working. She requested a different technician to go out and fix the issue. We scheduled her for a troubleshoot for 8/16/2016 10am to 12noon. On Tuesday 8/16/2016, the technician advised us that he would be there between 11am-1130am. We called the customer to inform her and she stated that she has already filed a complaint to the Revdex.com. We reached out to [redacted] and apologized for the inconveniences surrounding the scheduling and installation as a good faith gesture in hoping to make this right for the member we have issued her a refund that she will be receiving within 7 business days. [redacted] stated that she is satisfied with this outcome. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
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. Regards, [redacted]