August 25, 2016 Revdex.com, Inc. (Upstate NY) [redacted] This responds to the complaint filed by [redacted] concerning a Premium On Wall TV Setup to be performed at [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 Premium On Wall TV Setup directly from [redacted]. On Monday 8/8/2016, our system electronically received the order from [redacted] and was then scheduled through our customer portal for 8/12/2016 between 8am-12noon. It was automatically assigned to [redacted] (servicer). The servicer logged into the system and accepted the order. On Thursday 8/11/2016 the order automatically dispatched to a technician that works for the servicer. On Friday 8/12/2016, [redacted] called in to see when the servicer would be arriving. We reached out to the servicer to acquire an ETA but there was no answer and a message was left along with an email that was also sent to contact the customer with an ETA. Later the customer called in again and stated that they will not pay for the service and requested to be rescheduled for Monday 8/22/2016 between 8am-12noon. Installs rescheduled the order for 8/22/2016 8am-12noon at which time the order was still assigned to [redacted]. On Tuesday 8/16/2016, The system automatically declined the order on behalf of servicer due to them never logging into the system to accept the rescheduled order. Installs made an attempt to contact five alternate servicers over the next two days to see if they could cover the job for the new install date of 8/22/2016. On Friday 8/19/2016, [redacted] called to confirm her appointment. Installs advised [redacted] that we see that she is still on the schedule for 8/22/2016 and a technician will contact her prior to arrival with an ETA. Also advised her that due to the appointment on 8/12/2016 that we would give her compensation after her installation service has been completed. Later that day a different servicer contacted us and stated that they would be able to cover this installation on 8/22/2016 8am-12noon. We reassigned the order to [redacted]. The servicer logged into the system and accepted the order. That night the servicer contacted us and informed that they will only be available between 12noon-5pm. We rejected the order on the servicer’s behalf. On Saturday 8/20/2016, Installs reached out to an alternate servicer to see if they will be able to complete the service on 8/22/2016. Due to no response the order was assigned back to [redacted] and the time frame changed from an AM show time to a PM show time. We called [redacted] to advise her of the shift from AM to PM and was unable to speak to her so a message was left and an email was sent. On Sunday 8/21/2016, The servicer accepted the order and the order was dispatched to them. On Monday 8/22/2016, The servicer updated the order as “In Route” to the customer’s home leading us to believe that the technician was on their way to the residence. Later the servicer called Installs and informed us that they ran into problems on the previous installation and would not be able to complete the installation for [redacted]. We rejected the order on behalf of the servicer. We called [redacted] and left a message to inform her of what we had learned and to advise that we will need to reschedule. [redacted] called us back and advised that she will not reschedule again. [redacted] contacted us to inquire if we were aware of the scheduling is[redacted]s surrounding this order. We advised that we are working to find immediate coverage. When we contacted [redacted] to update her on our findings she advised that she is canceling the service at this time. We supplied her with the [redacted] phone number to call to discuss a refund on the service as she did not pay Installs inc directly for the Premium On Wall TV Setup. We placed the order in a canceled per customer request status in our system. On Tuesday 8/23/2016 we received a Revdex.com complaint notification that [redacted] was disputing a charge of $215.24 and wanted her TV installed without being charged. Installs attempted to contact [redacted] in an effort to make this right we left a message to explain that she was never charged the $215.24 by [redacted] because it only charges the card once the order is labeled as complete in our system. We also wanted to offer to install the TV at no charge. [redacted] called Installs back and stated that she does not want anything from us. In a continued 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 we will be informing our field directors about the servicers that we contract with in this area and take the necessary steps to ensure that this does not occur again in the future. If we can be of any further assistance in this matter, please contact us at [redacted] Monday thru Friday 9am to 5:30pm EST. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
Re: [redacted]
Complaint ID # [redacted]
This
responds to the complaint filed by [redacted] concerning the delivery of
her mattress set at [redacted], Langhorne PA 19047. Ms....
[redacted]
purchased the mattress delivery and setup at [redacted]’s Club.
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]’s Club engaged our company to deliver a mattress set. The facts are as follows:
On 6/14/15, INSTALLS
received a pre-booked appointment from [redacted]’s Club through our automated system,
which was scheduled for 6/19/15 AM. This
order was assigned to Eagle Express Couriers (Servicer) based on the job type,
the date and the customer’s location. The servicer logged into the system and
accepted this assignment.
On 6/17/15,
INSTALLS contacted Ms. [redacted] to advise that her requested AM arrival window
would not be available. Ms. [redacted]
agreed to a 12-4pm arrival window, but emphasized that she preferred arrival
before 2pm. The scheduling agent she spoke with agreed to the narrowed time
frame, which is against INSTALLS process.
On 6/19/15,
as a result of incorrect scheduling expectations, INSTALLS’ servicer did not
arrive within the arrival window. The late arrival was compounded by a
technical difficulty at the pickup location, resulting in the servicer arriving
several hours past the arrival window the customer was expecting. During the
afternoon of 6/19/15, the customer called several times and spoke with Team
Lead David Barnes, who apologized for the late arrival, immediately opened an
escalation to track the claim and confirmed with the customer several times
that INSTALLS would be able to work with her to offer compensation once the
service had been completed and it was confirmed whether there were any other
issues regarding the service. INSTALLS has since left messages for Ms. [redacted]
on 6/22/15 and 6/23/15, requesting she contact us so that we can offer her a
full refund of the $104.94 charged by INSTALLS as well as 50% of the total
product cost for the mattress set that she purchased from [redacted]’s Club.
INSTALLS
will continue to reach out to Ms. [redacted] to apologize, address her concerns
and attempt to offer compensation for her atypically negative experience.
Thank you,
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.The Installs response omits numerous facts:1) I attempted twice, without success, to contact Installs via their customer service telephone number on the evening of June 20, 2016. I was placed in a queue both times, and subsequently disconnected both times. I placed a call to [redacted] at [redacted] Club in Easton, PA who offered to contact Installs on my behalf. Mark was eventually able to get though to Installs. He was not able to get through to Installs until after the original delivery window had closed;2) While Installs did contact me to reschedule the delivery, that communication (via email, not telephone) was not sent until 7:01 PM on the evening of June 20, 2016 - more than two hours after the original delivery window had closed. I have attached that email;3) The problem with the new television setup was not a problem with the cable box which was functioning perfectly fine before and after the installation. The problem was determined to be an improper factory setup of the television itself. I was able to resolve this by contacting the manufacturer, and with their assistance, corrected the improper TV setup.I will consider this matter resolved when I am in receipt of the $100 gift card promised to me by Installs. I will notify Revdex.com when that occurs.Regards,[redacted]
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]
All communication in regards to this service in the future will be between Installs inc and you directly. Due to your service being completed there is no need for further contact between [redacted] and you directly.
On 10/6/2015, INSTALLS received a call from [redacted] before 12noon informing the servicer has not arrived. INSTALLS contacted the assigned servicer who informed the customer was on the schedule. [redacted] was informed of this information. Before 5pm, INSTALLS received another call from [redacted]...
[redacted] we informed the customer the servicer was still in the arrival window. After 6pm, INSTALLS received a call from the customer stating that the servicer missed the appointment. INSTALLS attempted to reach the servicer but received no answer. INSTALLS inc immediately escalated the order at which point there was no reschedule. [redacted] called in and requested to speak with a supervisor at which time was connected with Eddie. Eddie placed the order in high priority for the field department here at INSTALLS inc to find alternate coverage. The customer also requested compensation at this time. This responds to the complaint filed by [redacted] concerning the delivery, set up and haul-away of a Mattress set at [redacted]3. [redacted] purchased the Mattress delivery, setup and haul-away on 10/3/2015. 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, Sam’s Club engaged our company to perform a Mattress delivery, setup and haul-away.The facts are as follows:On 10/3/2015, INSTALLS charged the customer for the Installation service, and scheduled the installation for 10/6/2015 8am-12noon then customer requested a 12pm-5pm arrival window, which we honored. On 10/7/2015, the customer called back in after 11am and spoke to another supervisor [redacted] here at INSTALLS. The customer stated that the servicer contacted her on 10/6/2015 and stated that he had vehicle issues and would show up today before 11am. [redacted] apologized to the customer and offered the customer partial compensation, the customer accepted so the customer was credited via a credit card. The customer also requested more compensation at this time. [redacted] was advised that we needed to try to get coverage for the service today and we would call her back to discuss. [redacted] contacted our field department and was informed that the servicer was currently at the Sam’s Club and was expected to arrive at the customer’s residence within 30 minutes. [redacted] contacted the customer back and was informed that the servicer had just arrived but the customer advised that they are very unhappy.On 10/10/2015, INSTALLS Client Resolution department attempted to make contact with [redacted] but had to leave a message. On 10/12/2015, the customer returned our call and was partially refunded. On 10/23/2015 Andrew a supervisor here at INSTALLS inc. made third and final credit to this customer he also attempted to contact the customer but left a message that she has now been refunded in full, and if any additional help was needed to contact him directly. Thank you, [redacted]
Operations Manager
installs 241 Main St, Buffalo NY 14203 t. 844-294-5211
Re: Mr. [redacted]Complaint ID#: [redacted]
This responds to the complaint filed by Mr. [redacted] concerning the installation of a replacement dishwasher at his home at [redacted].
Our primary business is to manage a national network of independent...
contractors (“Techs”) who perform delivery, installation, and assembly of appliances, consumer electronic products, 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 behalf.
In this instance, [redacted] engaged our company to deliver and install a replacement dishwasher and haul away the old dishwasher.
The facts are as follows:
On 8/29/2014, we received an order electronically from [redacted] to deliver and install a dishwasher and haul away the old unit.
On 8/30/2014, we spoke with the Mr. [redacted] and scheduled the service for 9/4/2014 with a show time between 8am and 5pm. The order assigned to our independent contractor [redacted]. [redacted] declined the service.
On 9/2/2014, we reassigned the order to our independent contractor [redacted].
On 9/4/2014, the service was completed.
On 9/23/2014, we received an order electronically from [redacted] to complete a service call which [redacted] scheduled for 9/30/2014. This order was assigned to our independent contractor [redacted]. Shortly after Mr. [redacted] called into our office and rescheduled the service for 9/26/2014 between 8am and 5pm.
On 9/25/2014, Mr. [redacted] called into our office to confirm that the appointment was still set for 9/26/2014. We confirmed that it was showing as scheduled in our system and advised Mr. [redacted] that the technician will contact him the night before to give him a 3-hour window for his show time.
On 9/26/2014, we received a call from [redacted] stating that Mr. [redacted] was not home and unreachable. We called Mr. [redacted] and left a voicemail advising that the technician was onsite and there was no one home so we will need to reschedule. Mr. [redacted] called us shortly thereafter and stated that he never received a call from [redacted] advising of the 3-hour window and he had to run an errand, which caused him to miss the technician. Mr. [redacted] stated that he spoke to [redacted] and he will be returning between 4pm and 5pm. Mr. [redacted] then stated that the door on the dishwasher is popping open causing steam and water to damage his countertops. We advised him at that time that someone from our Client Resolution Team will contact him in regards to discuss the damages. Mr. [redacted] called in after the service call and stated that [redacted] advised him the [redacted] pushed the dishwasher too far back and should not have completed the installation. Mr. [redacted] also stated [redacted] advised him that he would need to reselect a different dishwasher without brackets in the back and have some flooring removed. Mr. [redacted] stated that they would not pay the difference for a new unit because the installation should have taken place in the first place.
On 9/30/2014, an agent from our damage claim department spoke to Mr. [redacted] and advised in order to assist with determining liability we would need pictures of the damage as well as pictures of the dishwasher showing that is was set too far back. We also requested estimates for the repairs to the area.
On 10/1/2014, we received pictures from Mr. [redacted] and continued to wait on the estimates. The pictures received did not show the full dishwasher we asked him to resend pictures of a full view of the dishwasher.
On 10/3/2014, we received an order electronically from [redacted] to install another dishwasher, which they scheduled for 10/8/2014. This order was assigned to our independent contractor [redacted].
On 10/6/2014, Mr. [redacted] called us to advise that no one wants to give him an estimate they only want to replace the entire countertop not repair just the area that was damaged.
On 10/8/2014, the new dishwasher installation was completed.
On 10/13/2014, we spoke to Mr. [redacted] and advised them that there was no evidence that the dishwasher was installed improperly. That as it stands the steam from the type of unit he purchased was the cause of the damage. The claim was denied at this time.
After INSTALLS inc confirmed with [redacted] that indeed the original installation should not have been performed until the customer had their flooring altered we have sent the customer a release form to sign and return to us in order to settle the claim for $1408.51. Once the release form is signed, notarized, and returned back to us a check will be US mailed to Mr. [redacted].
Very Truly Yours, INSTALLS inc
October 16, 2014
Revdex.com, Inc. (Upstate NY)
100 Bryant Woods South
Amherst, NY 14228
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 $50 that he should receive within 7 to 10 business days.
Best Regards,
[redacted]
Client Resolutions
INSTALLS, Inc.
September 6, 2017
Revdex.com, Inc. (Upstate NY)
[redacted]
[redacted] Re: Mrs. [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mrs. [redacted] concerning an incident having claimed to occur during a delivery and installation of a dishwasher to be performed at [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 delivery and installation of a dishwasher for [redacted].
In an effort to make this right for Mrs. [redacted] and on behalf of the brands we represent through our service programs we offered our sincerest apologies for the inconveniences. Installs inc LLC has responded to every request and has even assisted by urging [redacted] to send over the information needed to move forward. Installs inc is also willing to issue compensation to Mrs. [redacted] upon receiving a report detailing how the installation caused the loss and it was not a defective part or product.
On 8/23/2017, Due to this being a subrogation claim Installs inc LLC received an email and was notified by [redacted] the attorneys for [redacted] to make the check payable to their client [redacted] Insurance Company and that they will issue [redacted] her deductible. They sent us a release form in which we signed and returned to them. On 8/24/2017 Installs inc LLC mailed the check to [redacted].
[redacted] will be contacted to advise to contact [redacted] in regards to her deductible. Installs inc LLC will also contact [redacted] to ensure that they contact [redacted] to close the loop on this. At this point this claim/issue has been fully resolved and closed. Please contact us directly if you require any further information or assistance in this matter.
Sincerely,
Kenya [redacted] Manager, Claims
Installs inc. LLC
March 12, 2017 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a [redacted] washer repair to...
be performed at [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 [redacted] washer repair for [redacted]. On 2/19/2017, our system electronically received an order from [redacted]. The order came in from [redacted] with a desired install date of 2/21/2017 arriving between 8 am and 5pm. When Installs inc received the order it was automatically assigned to “servicer” [redacted] based on the availability that they have provided to Installs inc. The “servicer” logged into their account and accepted the order. On 2/20/2017 the order was dispatched to the servicer to assign a specific technician. On 2/21/2017 the customer contacted Installs inc LLC to get an eta, we attempted to make phone contact with the servicer and had to leave a message. An email was also sent to the servicer asking them to contact the [redacted] or Installs to provide an estimated time of arrival. On 2/22/2017, [redacted] “the tenant” contacted Installs inc LLC to inquire why the servicer never showed up for the repair. The customer service agent attempted to contact the servicer and had to leave a message and send an email. An escalation was opened up against the servicer as they never contacted either [redacted] or Installs inc. They also never showed up to complete the washer repair. Another internal high priority escalation was opened up on the order asking our field department to attempt to locate an alternate servicer to complete the repair. On 2/23/2017, an email was sent to the servicer to inquire if they are able to still perform the repair. An alternate servicer Exquisite Home Theater was also contacted to see if they had any availability to accommodate this repair. Exquisite responded that they would be available on 2/27/2017 but at that time could not provide an estimated time of arrival. Exquisite also stated that they would contact [redacted] on 2/26/2017. The order was reassigned to Exquisite and scheduled for 2/27/2017 between 8am and 530pm. A call attempt was made to [redacted] to inform him of the new schedule date and offer compensation for the missed appointment on 2/21/2017 at which time a message was left. An email with details was also sent to [redacted]. Exquisite logged into their account and accepted the order in our system. Later that afternoon we received notification from [redacted] that the order was no longer assigned to Installs inc LLC. 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 is willing to issue compensation to [redacted] upon contact with him. Installs inc has informed the proper internal departments about [redacted] failures to the [redacted] to ensure that training and corrective counseling take place so this does not occur again in the future. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
This responds to the complaint filed by [redacted] concerning the installation of a Premium on Wall TV at [redacted], **, [redacted]. [redacted] purchased the Premium on Wall installation directly 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. A network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf performs our services. In this instance, [redacted] engaged our company to install (1) television. The facts are as follows: On 11/20/15, INSTALLS received an unscheduled service order from [redacted] through our automated system. After receipt of the unscheduled order INSTALLS inc’s automated IVR phone system attempted to make contact with [redacted] but no contact was made. On 11/21/15, INSTALLS automated IVR phone system made a 2nd call attempt to [redacted] to schedule the installation service, but again no contact was made. On 11/23/15, @ 11:44AM through our online customer portal the order was scheduled for 11/28/15 between 12noon and 5pm EST, and was assigned to [redacted] Industry (Servicer). At 9:40PM, our system received another update from our online customer portal that the order is now scheduled for 12/2/2015 between 12noon and 5pm EST. At 9:41PM we received a third update from customer portal that the order is now scheduled for 12/4/2015 between 8AM and 12noon. At 11PM [redacted] Industry (Servicer) logged into the system and accepted the order for 12/4/15. On 12/3/15, INSTALLS received an update from the customer portal that the order is now scheduled for 12/11/2015 between 12noon and 5PM. [redacted] logged into the system and accepted the order for this schedule date and time. On 12/12/2015, INSTALLS received an update from [redacted] that the order was completed on 12/11/2015. On 12/17/2015, [redacted] called INSTALLS and notified us that the servicer that showed up to the home was a nice but did not know what he was doing. Stated that the servicer put holes in the wall that he would like fixed. A damage claim was opened up on the order and now in the hands of the damage claim department. On 12/18/2015, INSTALLS inc received feedback from the technician that was onsite stating that [redacted] wanted the 47 inch TV over a fireplace on an exterior wall. The servicer stated that [redacted] was informed that could not be done due to there were three studs on the left that would prohibit him to pull the cables down. [redacted] was given the option to have track molding or have some sheetrock work done. [redacted] declined the track molding, requested that the servicer go ahead, cut out, and run the cables and he would have the wall patched with no liability to [redacted] or INSTALLS. INSTALLS received a copy of the work order document signed by [redacted] stating that they approved the cut and agreed to fix own their own. On 12/22/2015, INSTALLS contacted [redacted] to discuss the damages and was informed that he only gave direction to the servicer to cut the wall because he did not know that track molding would hide the cables. However, he did not give a clear indication on why he signed the documentation stating he agreed to cutting and will fix the holes if after 5 days he would request the hole to be fixed by the servicer. Later that day after further review of the facts/documents INSTALLS attempted to contact [redacted] and a message was left informing [redacted] at this time that the claim would be denied due to he signed the paperwork stating that he would fix the wall and agreed to the cutting of the wall. On 12/31/2015, INSTALLS attempted to contact [redacted] to discuss this issue further and a voicemail was left at that time. INSTALLS inc is willing to discuss this further to see how this can be resolved. Please contact the damage claim department at ###-###-####, as we would like to discuss the document that you signed after the completion of cutting of the wall. Sincerely, Kenya C. Operations Manager INSTALLS inc. LLC
This responds to the complaint filed by [redacted] concerning the installation of her Premium On Wall TV setup at 3[redacted]. Ms. [redacted] purchased the Premium On Wall installation at [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 install (2) televisions. The facts are as follows: On 11/20/15, INSTALLS received a scheduled service order dated 12/4/2015 from [redacted] through our automated system. This order was assigned to Exquisite Home Theater (Servicer) based on the job type and the customer’s location. INSTALLS did not receive notification of any special instructions related to this installation from [redacted]. On 11/21/15: At 2:18pm, Ms. [redacted] called INSTALLS to inform that she ordered two TV’s on 11/20/2015 and that they are expected to arrive within seven business days. Our call center informed her of the scheduled date of 12/4/2015 8am-12pm. Ms. [redacted] also indicated if the product does not arrive as scheduled, she would notify INSTALLS of the change. On 12/4/2015: Exquisite Home Theater (Servicer) contacted INSTALLS at 10:18am EST to report the TV is too large for the location the customer wanted the TV mounted too, and that the home required electrical work to be considered up to code. The customer informed the servicer that the home would not be inspected and when the servicer refused to perform the work he was asked to leave the site. The servicer obliged the customer’s request and contacted INSTALLS to report these details. At 10:34am, Ms. [redacted] called INSTALLS to report that she asked the servicer to leave her home because he had a negative attitude, wrong crew size, and informed her she purchased the wrong mount. Ms. [redacted] informed INSTALLS that the outlets were not covered and she would have this issue corrected. The order was escalated for tracking and Mrs. [redacted] was rescheduled with an alternate Servicer for 12/8/2015 8am-12pm. On 12/5/2015 INSTALLS reviewed with the Field Manager the details associated with this site. The fact Ms. [redacted] wants the television mounted to an archway and the electrical outlets were uncovered outlets. The Field Manager concluded that the site as is was hazardous and a liability risk for installation. INSTALLS contacted Ms. [redacted] to inform her of these details and during this call Ms. [redacted] declined services. INSTALLS informed Ms. [redacted] that she could contact [redacted] for a full refund for the Installation we could not perform. On 12/11/2015 At 6:38pm INSTALLS contacted Ms. [redacted] and left a message to discuss the escalation further. INSTALLS is willing to discuss what action was taken regarding the Servicers behavior and what we could have done to prevent this situation in the future. INSTALLS is also available to assist Ms. [redacted] with contacting [redacted] to proceed with her refund request or assist with moving forward with an installation of the televisions if they are to be placed on a standard frame wall with covered electrical outlets. Please contact INSTALLS Client Resolution Department at 844-225-1844 at your earliest convenience for further assistance. Thank you, Courtney W[redacted]Custom Services Manager Installs inc LLC
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] My response to the complaint rejection was simple because the lack of communication, the circumstances in which my installation refund was rendered (see attachment). The communication was random and was not given on the company behalf. I always contacted them and not until I placed my Revdex.com complaint did the Damage Claim Company remained in contact with me. In regards to their settlement agreement my understanding is that they are relinquishing liabilities after they refund me my $399.99 which is not acceptable to me. As of this email to Revdex.com company, I have not signed the attached agreement because I have not been offered my full refund of the merchandise which I requested from the beginning! The adjustor of the insurance company which I was told was sent by the Damage Claim Company has not offered me a response on the insurance claim, therefore I will not sign any documentation until my claim is settled. The Damage Claim company told me I only had 30 to sign the papers yet I have waited for this situation to be resolved for more than 30 days! Settlement rejected and further actions will be taken if I do not receive all of my money back from property damage due to the fault of the Damage Claim Company.
October 13, 2014
Revdex.com, Inc. (Upstate NY)
100 Bryant Woods South
Amherst, NY 14228
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. [redacted]'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 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 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. [redacted]. On August 31st 2014, the order was scheduled for September 3rd 2014. 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 cancelled. At that time, we explained to him that the order might have been cancelled due to an issue with his credit card. As we are authorized to do, we processed a payment of $97.64 and created an order manually to complete the setup of his television. We 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 call. The tech that was dispatched to Mr. [redacted]'s home on September 3rd was unable to complete all of the installation work because the customer lacked an optical cable for his surround sound. In lieu of connecting an optical cable, the tech demonstrated to Mr. [redacted] how to connect the cable once he had purchased it. The customer obtained an audio cable shortly thereafter, but upon installing it himself, he could not get any sound out of his television. We 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. [redacted]'s home to perform a service call, at no charge to the customer. Our Client Resolutions department called Mr. [redacted] on September 11, 2014 to find out if Mr. [redacted] was satisfied with the service call. Mr. [redacted] replied that he was not satisfied. Although 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 sound. Mr. [redacted] also complained that the tech had not programmed his universal remote-- something that was not mentioned in his initial request for a service call. Mr. [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. [redacted]'s television work.
The tech gave us the following information about the installation:
"Mr. [redacted]'s surround sound had initially failed to work because he had put the optical cable in the wrong output. The tech corrected that problem, and optimized Mr. [redacted]'s surround sound. Because Mr. [redacted] has a digital surround sound system, there should be no static sound; such noise indicates either that Mr. [redacted]'s optical cable or surround sound equipment is faulty, or may indicate user error due to a failure to toggle correctly between sound modes. The tech attempted to program Mr. [redacted]'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. [redacted]'s new television and surround sound system. Mr. [redacted] should contact [redacted] for a new receiver before we perform a second service call."
On September 17, 2014, we contacted Mr. [redacted], 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 call. Fortunately, 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 results. Our second tech informed us that he had made use of a [redacted] IR receiver to enable Mr. [redacted]'s [redacted] remote to work with his television and surround sound system. Upon 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:
1. 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.
2. We have suggested other paths to resolution for this customer.
3. 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 7 to 10 business days.
Best,
[redacted]
Client Resolutions
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]
January 20, 2017 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] Miller concerning a dishwasher installation to be...
performed at [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 dishwasher installation directly from [redacted]. On 8/27/2016, our system electronically received the order from [redacted] for a dishwasher installation. The order came in from [redacted] scheduled for 8/30/2016 arriving between 8 am and 5pm. When Installs inc received the order it was automatically assigned to “servicer” [redacted]. based on the availability that they have provided to Installs inc. The “servicer” notified Installs inc that they will not be able to perform the service until 8/31/2016. The order was then taken out of a scheduled status. On 8/29/2016, Installs inc reached out to (1) alternative servicer to see if they could perform the service on 8/30/2016. That servicer, [redacted], accepted the order for 8/30/2016, and the order was assigned to them. The servicer set an appointment window of 2pm-6pm to perform the dishwasher installation, and spoke with Mr. [redacted] to confirm the time. On 8/31/2016, Installs inc received a call from Mr. [redacted] asking that he be reimbursed for the cost of having a water repair specialist come to his home and determine that that the leak which caused damages to his floor was installation related. Mr. [redacted] advised that the water specialist had disconnected the water valve. Installs inc told Mr. [redacted] that we would need to send the servicer back out to inspect the installation to see what the cause of the leak was. The appointment was scheduled for 9/2/2016. On 9/6/2016 Installs inc, spoke with the alternative servicer who performed the troubleshoot. The servicer advised there was no flooring damage, and while he did confirm a leak could not confirm if it was an installation or product issue. The servicer recommended that the dishwasher be exchanged. On 9/8/2016 Installs inc, spoke with Mr. [redacted] and advised that we had been informed that the dishwasher was defective, and that [redacted] would be exchanging the dishwasher. As we had several orders in our system Installs inc advised Mr. [redacted] to speak with [redacted] to confirm what date the exchange will be scheduled for. Installs inc also advised Mr. [redacted] that he would need to speak with [redacted] regarding the flooring damages, as there was no apparent installation issue that had caused the leak. Mr. [redacted] questioned our determination that the leak was non-installation related. Mr. [redacted] was advised that if [redacted] finds that the leak was caused by an installation error, that they should provide documentation to prove that, and we would reopen the claim and proceed with making this right for him. Installs inc closed the claim at this point.On 9/21/2016 Mr. [redacted] contacted Installs inc again regarding his damages. He was advised that the dishwasher was defective and he would need to speak with [redacted]. On 11/21/2016, Installs inc received a call from Mr. [redacted]. He stated that [redacted] had told him that the leak was potentially an installation issue. Mr. [redacted] was advised again that if the determination by [redacted] was that the leak was an installation issue, we would need supporting documentation of that, and we would reopen the claim once it was received. On 1/18/2017 Installs inc received a complaint from the Revdex.com. We called Mr. [redacted] to see why the complaint was filed, as this was a manufacturers issue. Mr. [redacted] advised us that he had filed complaints against Installs, [redacted], and [redacted], as no one was resolving his claim. Mr. [redacted] stated that he had sent an email to all three companies on 12/11/16, but received no response. Mr. [redacted] was advised again that [redacted] should be providing a resolution in regards to this issue. resolution. Usually a manufacturer will do a diagnosis of an exchanged unit that has leaked and has caused damages to determine the failed part. Installs has never received any information or report from [redacted], or [redacted] that the unit had been inspected and the unit was not defective and that the leak he reported was directly related to the installation performed by the servicer. However, Installs inc will reopen the claim and attempt to make this right upon receipt of the reports of the diagnosis performed on the dishwasher stating that the dishwasher was not defective and the cause of the leak was directly related to the installation. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
August 25, 2016 Revdex.com, Inc. (Upstate NY) [redacted] This responds to the complaint filed by [redacted] concerning a Premium On Wall TV Setup to be performed at [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 Premium On Wall TV Setup directly from [redacted]. On Monday 8/8/2016, our system electronically received the order from [redacted] and was then scheduled through our customer portal for 8/12/2016 between 8am-12noon. It was automatically assigned to [redacted] (servicer). The servicer logged into the system and accepted the order. On Thursday 8/11/2016 the order automatically dispatched to a technician that works for the servicer. On Friday 8/12/2016, [redacted] called in to see when the servicer would be arriving. We reached out to the servicer to acquire an ETA but there was no answer and a message was left along with an email that was also sent to contact the customer with an ETA. Later the customer called in again and stated that they will not pay for the service and requested to be rescheduled for Monday 8/22/2016 between 8am-12noon. Installs rescheduled the order for 8/22/2016 8am-12noon at which time the order was still assigned to [redacted]. On Tuesday 8/16/2016, The system automatically declined the order on behalf of servicer due to them never logging into the system to accept the rescheduled order. Installs made an attempt to contact five alternate servicers over the next two days to see if they could cover the job for the new install date of 8/22/2016. On Friday 8/19/2016, [redacted] called to confirm her appointment. Installs advised [redacted] that we see that she is still on the schedule for 8/22/2016 and a technician will contact her prior to arrival with an ETA. Also advised her that due to the appointment on 8/12/2016 that we would give her compensation after her installation service has been completed. Later that day a different servicer contacted us and stated that they would be able to cover this installation on 8/22/2016 8am-12noon. We reassigned the order to [redacted]. The servicer logged into the system and accepted the order. That night the servicer contacted us and informed that they will only be available between 12noon-5pm. We rejected the order on the servicer’s behalf. On Saturday 8/20/2016, Installs reached out to an alternate servicer to see if they will be able to complete the service on 8/22/2016. Due to no response the order was assigned back to [redacted] and the time frame changed from an AM show time to a PM show time. We called [redacted] to advise her of the shift from AM to PM and was unable to speak to her so a message was left and an email was sent. On Sunday 8/21/2016, The servicer accepted the order and the order was dispatched to them. On Monday 8/22/2016, The servicer updated the order as “In Route” to the customer’s home leading us to believe that the technician was on their way to the residence. Later the servicer called Installs and informed us that they ran into problems on the previous installation and would not be able to complete the installation for [redacted]. We rejected the order on behalf of the servicer. We called [redacted] and left a message to inform her of what we had learned and to advise that we will need to reschedule. [redacted] called us back and advised that she will not reschedule again. [redacted] contacted us to inquire if we were aware of the scheduling is[redacted]s surrounding this order. We advised that we are working to find immediate coverage. When we contacted [redacted] to update her on our findings she advised that she is canceling the service at this time. We supplied her with the [redacted] phone number to call to discuss a refund on the service as she did not pay Installs inc directly for the Premium On Wall TV Setup. We placed the order in a canceled per customer request status in our system. On Tuesday 8/23/2016 we received a Revdex.com complaint notification that [redacted] was disputing a charge of $215.24 and wanted her TV installed without being charged. Installs attempted to contact [redacted] in an effort to make this right we left a message to explain that she was never charged the $215.24 by [redacted] because it only charges the card once the order is labeled as complete in our system. We also wanted to offer to install the TV at no charge. [redacted] called Installs back and stated that she does not want anything from us. In a continued 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 we will be informing our field directors about the servicers that we contract with in this area and take the necessary steps to ensure that this does not occur again in the future. If we can be of any further assistance in this matter, please contact us at [redacted] Monday thru Friday 9am to 5:30pm EST. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
Re: [redacted]
Complaint ID # [redacted]
This
responds to the complaint filed by [redacted] concerning the delivery of
her mattress set at [redacted], Langhorne PA 19047. Ms....
[redacted]
purchased the mattress delivery and setup at [redacted]’s Club.
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]’s Club engaged our company to deliver a mattress set. The facts are as follows:
On 6/14/15, INSTALLS
received a pre-booked appointment from [redacted]’s Club through our automated system,
which was scheduled for 6/19/15 AM. This
order was assigned to Eagle Express Couriers (Servicer) based on the job type,
the date and the customer’s location. The servicer logged into the system and
accepted this assignment.
On 6/17/15,
INSTALLS contacted Ms. [redacted] to advise that her requested AM arrival window
would not be available. Ms. [redacted]
agreed to a 12-4pm arrival window, but emphasized that she preferred arrival
before 2pm. The scheduling agent she spoke with agreed to the narrowed time
frame, which is against INSTALLS process.
On 6/19/15,
as a result of incorrect scheduling expectations, INSTALLS’ servicer did not
arrive within the arrival window. The late arrival was compounded by a
technical difficulty at the pickup location, resulting in the servicer arriving
several hours past the arrival window the customer was expecting. During the
afternoon of 6/19/15, the customer called several times and spoke with Team
Lead David Barnes, who apologized for the late arrival, immediately opened an
escalation to track the claim and confirmed with the customer several times
that INSTALLS would be able to work with her to offer compensation once the
service had been completed and it was confirmed whether there were any other
issues regarding the service. INSTALLS has since left messages for Ms. [redacted]
on 6/22/15 and 6/23/15, requesting she contact us so that we can offer her a
full refund of the $104.94 charged by INSTALLS as well as 50% of the total
product cost for the mattress set that she purchased from [redacted]’s Club.
INSTALLS
will continue to reach out to Ms. [redacted] to apologize, address her concerns
and attempt to offer compensation for her atypically negative experience.
Thank you,
Jackie
S[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 have determined that this does not resolve my complaint.The Installs response omits numerous facts:1) I attempted twice, without success, to contact Installs via their customer service telephone number on the evening of June 20, 2016. I was placed in a queue both times, and subsequently disconnected both times. I placed a call to [redacted] at [redacted] Club in Easton, PA who offered to contact Installs on my behalf. Mark was eventually able to get though to Installs. He was not able to get through to Installs until after the original delivery window had closed;2) While Installs did contact me to reschedule the delivery, that communication (via email, not telephone) was not sent until 7:01 PM on the evening of June 20, 2016 - more than two hours after the original delivery window had closed. I have attached that email;3) The problem with the new television setup was not a problem with the cable box which was functioning perfectly fine before and after the installation. The problem was determined to be an improper factory setup of the television itself. I was able to resolve this by contacting the manufacturer, and with their assistance, corrected the improper TV setup.I will consider this matter resolved when I am in receipt of the $100 gift card promised to me by Installs. I will notify Revdex.com when that occurs.Regards,[redacted]
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]
All communication in regards to this service in the future will be between Installs inc and you directly. Due to your service being completed there is no need for further contact between [redacted] and you directly.
On 10/6/2015, INSTALLS received a call from [redacted] before 12noon informing the servicer has not arrived. INSTALLS contacted the assigned servicer who informed the customer was on the schedule. [redacted] was informed of this information. Before 5pm, INSTALLS received another call from [redacted]...
[redacted] we informed the customer the servicer was still in the arrival window. After 6pm, INSTALLS received a call from the customer stating that the servicer missed the appointment. INSTALLS attempted to reach the servicer but received no answer. INSTALLS inc immediately escalated the order at which point there was no reschedule. [redacted] called in and requested to speak with a supervisor at which time was connected with Eddie. Eddie placed the order in high priority for the field department here at INSTALLS inc to find alternate coverage. The customer also requested compensation at this time. This responds to the complaint filed by [redacted] concerning the delivery, set up and haul-away of a Mattress set at [redacted]3. [redacted] purchased the Mattress delivery, setup and haul-away on 10/3/2015. 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, Sam’s Club engaged our company to perform a Mattress delivery, setup and haul-away.The facts are as follows:On 10/3/2015, INSTALLS charged the customer for the Installation service, and scheduled the installation for 10/6/2015 8am-12noon then customer requested a 12pm-5pm arrival window, which we honored. On 10/7/2015, the customer called back in after 11am and spoke to another supervisor [redacted] here at INSTALLS. The customer stated that the servicer contacted her on 10/6/2015 and stated that he had vehicle issues and would show up today before 11am. [redacted] apologized to the customer and offered the customer partial compensation, the customer accepted so the customer was credited via a credit card. The customer also requested more compensation at this time. [redacted] was advised that we needed to try to get coverage for the service today and we would call her back to discuss. [redacted] contacted our field department and was informed that the servicer was currently at the Sam’s Club and was expected to arrive at the customer’s residence within 30 minutes. [redacted] contacted the customer back and was informed that the servicer had just arrived but the customer advised that they are very unhappy.On 10/10/2015, INSTALLS Client Resolution department attempted to make contact with [redacted] but had to leave a message. On 10/12/2015, the customer returned our call and was partially refunded. On 10/23/2015 Andrew a supervisor here at INSTALLS inc. made third and final credit to this customer he also attempted to contact the customer but left a message that she has now been refunded in full, and if any additional help was needed to contact him directly. Thank you, [redacted]
Operations Manager
installs 241 Main St, Buffalo NY 14203 t. 844-294-5211
Re: Mr. [redacted]Complaint ID#: [redacted]
This responds to the complaint filed by Mr. [redacted] concerning the installation of a replacement dishwasher at his home at [redacted].
Our primary business is to manage a national network of independent...
contractors (“Techs”) who perform delivery, installation, and assembly of appliances, consumer electronic products, 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 behalf.
In this instance, [redacted] engaged our company to deliver and install a replacement dishwasher and haul away the old dishwasher.
The facts are as follows:
On 8/29/2014, we received an order electronically from [redacted] to deliver and install a dishwasher and haul away the old unit.
On 8/30/2014, we spoke with the Mr. [redacted] and scheduled the service for 9/4/2014 with a show time between 8am and 5pm. The order assigned to our independent contractor [redacted]. [redacted] declined the service.
On 9/2/2014, we reassigned the order to our independent contractor [redacted].
On 9/4/2014, the service was completed.
On 9/23/2014, we received an order electronically from [redacted] to complete a service call which [redacted] scheduled for 9/30/2014. This order was assigned to our independent contractor [redacted]. Shortly after Mr. [redacted] called into our office and rescheduled the service for 9/26/2014 between 8am and 5pm.
On 9/25/2014, Mr. [redacted] called into our office to confirm that the appointment was still set for 9/26/2014. We confirmed that it was showing as scheduled in our system and advised Mr. [redacted] that the technician will contact him the night before to give him a 3-hour window for his show time.
On 9/26/2014, we received a call from [redacted] stating that Mr. [redacted] was not home and unreachable. We called Mr. [redacted] and left a voicemail advising that the technician was onsite and there was no one home so we will need to reschedule. Mr. [redacted] called us shortly thereafter and stated that he never received a call from [redacted] advising of the 3-hour window and he had to run an errand, which caused him to miss the technician. Mr. [redacted] stated that he spoke to [redacted] and he will be returning between 4pm and 5pm. Mr. [redacted] then stated that the door on the dishwasher is popping open causing steam and water to damage his countertops. We advised him at that time that someone from our Client Resolution Team will contact him in regards to discuss the damages. Mr. [redacted] called in after the service call and stated that [redacted] advised him the [redacted] pushed the dishwasher too far back and should not have completed the installation. Mr. [redacted] also stated [redacted] advised him that he would need to reselect a different dishwasher without brackets in the back and have some flooring removed. Mr. [redacted] stated that they would not pay the difference for a new unit because the installation should have taken place in the first place.
On 9/30/2014, an agent from our damage claim department spoke to Mr. [redacted] and advised in order to assist with determining liability we would need pictures of the damage as well as pictures of the dishwasher showing that is was set too far back. We also requested estimates for the repairs to the area.
On 10/1/2014, we received pictures from Mr. [redacted] and continued to wait on the estimates. The pictures received did not show the full dishwasher we asked him to resend pictures of a full view of the dishwasher.
On 10/3/2014, we received an order electronically from [redacted] to install another dishwasher, which they scheduled for 10/8/2014. This order was assigned to our independent contractor [redacted].
On 10/6/2014, Mr. [redacted] called us to advise that no one wants to give him an estimate they only want to replace the entire countertop not repair just the area that was damaged.
On 10/8/2014, the new dishwasher installation was completed.
On 10/13/2014, we spoke to Mr. [redacted] and advised them that there was no evidence that the dishwasher was installed improperly. That as it stands the steam from the type of unit he purchased was the cause of the damage. The claim was denied at this time.
After INSTALLS inc confirmed with [redacted] that indeed the original installation should not have been performed until the customer had their flooring altered we have sent the customer a release form to sign and return to us in order to settle the claim for $1408.51. Once the release form is signed, notarized, and returned back to us a check will be US mailed to Mr. [redacted].
Very Truly Yours, INSTALLS inc
October 16, 2014
Revdex.com, Inc. (Upstate NY)
100 Bryant Woods South
Amherst, NY 14228
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 $50 that he should receive within 7 to 10 business days.
Best Regards,
[redacted]
Client Resolutions
INSTALLS, Inc.
September 6, 2017
Revdex.com, Inc. (Upstate NY)
[redacted]
[redacted] Re: Mrs. [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mrs. [redacted] concerning an incident having claimed to occur during a delivery and installation of a dishwasher to be performed at [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 delivery and installation of a dishwasher for [redacted].
In an effort to make this right for Mrs. [redacted] and on behalf of the brands we represent through our service programs we offered our sincerest apologies for the inconveniences. Installs inc LLC has responded to every request and has even assisted by urging [redacted] to send over the information needed to move forward. Installs inc is also willing to issue compensation to Mrs. [redacted] upon receiving a report detailing how the installation caused the loss and it was not a defective part or product.
On 8/23/2017, Due to this being a subrogation claim Installs inc LLC received an email and was notified by [redacted] the attorneys for [redacted] to make the check payable to their client [redacted] Insurance Company and that they will issue [redacted] her deductible. They sent us a release form in which we signed and returned to them. On 8/24/2017 Installs inc LLC mailed the check to [redacted].
[redacted] will be contacted to advise to contact [redacted] in regards to her deductible. Installs inc LLC will also contact [redacted] to ensure that they contact [redacted] to close the loop on this. At this point this claim/issue has been fully resolved and closed. Please contact us directly if you require any further information or assistance in this matter.
Sincerely,
Kenya [redacted] Manager, Claims
Installs inc. LLC
March 12, 2017 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a [redacted] washer repair to...
be performed at [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 [redacted] washer repair for [redacted]. On 2/19/2017, our system electronically received an order from [redacted]. The order came in from [redacted] with a desired install date of 2/21/2017 arriving between 8 am and 5pm. When Installs inc received the order it was automatically assigned to “servicer” [redacted] based on the availability that they have provided to Installs inc. The “servicer” logged into their account and accepted the order. On 2/20/2017 the order was dispatched to the servicer to assign a specific technician. On 2/21/2017 the customer contacted Installs inc LLC to get an eta, we attempted to make phone contact with the servicer and had to leave a message. An email was also sent to the servicer asking them to contact the [redacted] or Installs to provide an estimated time of arrival. On 2/22/2017, [redacted] “the tenant” contacted Installs inc LLC to inquire why the servicer never showed up for the repair. The customer service agent attempted to contact the servicer and had to leave a message and send an email. An escalation was opened up against the servicer as they never contacted either [redacted] or Installs inc. They also never showed up to complete the washer repair. Another internal high priority escalation was opened up on the order asking our field department to attempt to locate an alternate servicer to complete the repair. On 2/23/2017, an email was sent to the servicer to inquire if they are able to still perform the repair. An alternate servicer Exquisite Home Theater was also contacted to see if they had any availability to accommodate this repair. Exquisite responded that they would be available on 2/27/2017 but at that time could not provide an estimated time of arrival. Exquisite also stated that they would contact [redacted] on 2/26/2017. The order was reassigned to Exquisite and scheduled for 2/27/2017 between 8am and 530pm. A call attempt was made to [redacted] to inform him of the new schedule date and offer compensation for the missed appointment on 2/21/2017 at which time a message was left. An email with details was also sent to [redacted]. Exquisite logged into their account and accepted the order in our system. Later that afternoon we received notification from [redacted] that the order was no longer assigned to Installs inc LLC. 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 is willing to issue compensation to [redacted] upon contact with him. Installs inc has informed the proper internal departments about [redacted] failures to the [redacted] to ensure that training and corrective counseling take place so this does not occur again in the future. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.
This responds to the complaint filed by [redacted] concerning the installation of a Premium on Wall TV at [redacted], **, [redacted]. [redacted] purchased the Premium on Wall installation directly 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. A network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf performs our services. In this instance, [redacted] engaged our company to install (1) television. The facts are as follows: On 11/20/15, INSTALLS received an unscheduled service order from [redacted] through our automated system. After receipt of the unscheduled order INSTALLS inc’s automated IVR phone system attempted to make contact with [redacted] but no contact was made. On 11/21/15, INSTALLS automated IVR phone system made a 2nd call attempt to [redacted] to schedule the installation service, but again no contact was made. On 11/23/15, @ 11:44AM through our online customer portal the order was scheduled for 11/28/15 between 12noon and 5pm EST, and was assigned to [redacted] Industry (Servicer). At 9:40PM, our system received another update from our online customer portal that the order is now scheduled for 12/2/2015 between 12noon and 5pm EST. At 9:41PM we received a third update from customer portal that the order is now scheduled for 12/4/2015 between 8AM and 12noon. At 11PM [redacted] Industry (Servicer) logged into the system and accepted the order for 12/4/15. On 12/3/15, INSTALLS received an update from the customer portal that the order is now scheduled for 12/11/2015 between 12noon and 5PM. [redacted] logged into the system and accepted the order for this schedule date and time. On 12/12/2015, INSTALLS received an update from [redacted] that the order was completed on 12/11/2015. On 12/17/2015, [redacted] called INSTALLS and notified us that the servicer that showed up to the home was a nice but did not know what he was doing. Stated that the servicer put holes in the wall that he would like fixed. A damage claim was opened up on the order and now in the hands of the damage claim department. On 12/18/2015, INSTALLS inc received feedback from the technician that was onsite stating that [redacted] wanted the 47 inch TV over a fireplace on an exterior wall. The servicer stated that [redacted] was informed that could not be done due to there were three studs on the left that would prohibit him to pull the cables down. [redacted] was given the option to have track molding or have some sheetrock work done. [redacted] declined the track molding, requested that the servicer go ahead, cut out, and run the cables and he would have the wall patched with no liability to [redacted] or INSTALLS. INSTALLS received a copy of the work order document signed by [redacted] stating that they approved the cut and agreed to fix own their own. On 12/22/2015, INSTALLS contacted [redacted] to discuss the damages and was informed that he only gave direction to the servicer to cut the wall because he did not know that track molding would hide the cables. However, he did not give a clear indication on why he signed the documentation stating he agreed to cutting and will fix the holes if after 5 days he would request the hole to be fixed by the servicer. Later that day after further review of the facts/documents INSTALLS attempted to contact [redacted] and a message was left informing [redacted] at this time that the claim would be denied due to he signed the paperwork stating that he would fix the wall and agreed to the cutting of the wall. On 12/31/2015, INSTALLS attempted to contact [redacted] to discuss this issue further and a voicemail was left at that time. INSTALLS inc is willing to discuss this further to see how this can be resolved. Please contact the damage claim department at ###-###-####, as we would like to discuss the document that you signed after the completion of cutting of the wall. Sincerely, Kenya C. Operations Manager INSTALLS inc. LLC
This responds to the complaint filed by [redacted] concerning the installation of her Premium On Wall TV setup at 3[redacted]. Ms. [redacted] purchased the Premium On Wall installation at [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 install (2) televisions. The facts are as follows: On 11/20/15, INSTALLS received a scheduled service order dated 12/4/2015 from [redacted] through our automated system. This order was assigned to Exquisite Home Theater (Servicer) based on the job type and the customer’s location. INSTALLS did not receive notification of any special instructions related to this installation from [redacted]. On 11/21/15: At 2:18pm, Ms. [redacted] called INSTALLS to inform that she ordered two TV’s on 11/20/2015 and that they are expected to arrive within seven business days. Our call center informed her of the scheduled date of 12/4/2015 8am-12pm. Ms. [redacted] also indicated if the product does not arrive as scheduled, she would notify INSTALLS of the change. On 12/4/2015: Exquisite Home Theater (Servicer) contacted INSTALLS at 10:18am EST to report the TV is too large for the location the customer wanted the TV mounted too, and that the home required electrical work to be considered up to code. The customer informed the servicer that the home would not be inspected and when the servicer refused to perform the work he was asked to leave the site. The servicer obliged the customer’s request and contacted INSTALLS to report these details. At 10:34am, Ms. [redacted] called INSTALLS to report that she asked the servicer to leave her home because he had a negative attitude, wrong crew size, and informed her she purchased the wrong mount. Ms. [redacted] informed INSTALLS that the outlets were not covered and she would have this issue corrected. The order was escalated for tracking and Mrs. [redacted] was rescheduled with an alternate Servicer for 12/8/2015 8am-12pm. On 12/5/2015 INSTALLS reviewed with the Field Manager the details associated with this site. The fact Ms. [redacted] wants the television mounted to an archway and the electrical outlets were uncovered outlets. The Field Manager concluded that the site as is was hazardous and a liability risk for installation. INSTALLS contacted Ms. [redacted] to inform her of these details and during this call Ms. [redacted] declined services. INSTALLS informed Ms. [redacted] that she could contact [redacted] for a full refund for the Installation we could not perform. On 12/11/2015 At 6:38pm INSTALLS contacted Ms. [redacted] and left a message to discuss the escalation further. INSTALLS is willing to discuss what action was taken regarding the Servicers behavior and what we could have done to prevent this situation in the future. INSTALLS is also available to assist Ms. [redacted] with contacting [redacted] to proceed with her refund request or assist with moving forward with an installation of the televisions if they are to be placed on a standard frame wall with covered electrical outlets. Please contact INSTALLS Client Resolution Department at 844-225-1844 at your earliest convenience for further assistance. Thank you, Courtney W[redacted]Custom Services Manager Installs inc LLC
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] My response to the complaint rejection was simple because the lack of communication, the circumstances in which my installation refund was rendered (see attachment). The communication was random and was not given on the company behalf. I always contacted them and not until I placed my Revdex.com complaint did the Damage Claim Company remained in contact with me. In regards to their settlement agreement my understanding is that they are relinquishing liabilities after they refund me my $399.99 which is not acceptable to me. As of this email to Revdex.com company, I have not signed the attached agreement because I have not been offered my full refund of the merchandise which I requested from the beginning! The adjustor of the insurance company which I was told was sent by the Damage Claim Company has not offered me a response on the insurance claim, therefore I will not sign any documentation until my claim is settled. The Damage Claim company told me I only had 30 to sign the papers yet I have waited for this situation to be resolved for more than 30 days! Settlement rejected and further actions will be taken if I do not receive all of my money back from property damage due to the fault of the Damage Claim Company.
October 13, 2014
Revdex.com, Inc. (Upstate NY)
100 Bryant Woods South
Amherst, NY 14228
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. [redacted]'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 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 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. [redacted]. On August 31st 2014, the order was scheduled for September 3rd 2014. 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 cancelled. At that time, we explained to him that the order might have been cancelled due to an issue with his credit card. As we are authorized to do, we processed a payment of $97.64 and created an order manually to complete the setup of his television. We 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 call. The tech that was dispatched to Mr. [redacted]'s home on September 3rd was unable to complete all of the installation work because the customer lacked an optical cable for his surround sound. In lieu of connecting an optical cable, the tech demonstrated to Mr. [redacted] how to connect the cable once he had purchased it. The customer obtained an audio cable shortly thereafter, but upon installing it himself, he could not get any sound out of his television. We 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. [redacted]'s home to perform a service call, at no charge to the customer. Our Client Resolutions department called Mr. [redacted] on September 11, 2014 to find out if Mr. [redacted] was satisfied with the service call. Mr. [redacted] replied that he was not satisfied. Although 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 sound. Mr. [redacted] also complained that the tech had not programmed his universal remote-- something that was not mentioned in his initial request for a service call. Mr. [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. [redacted]'s television work.
The tech gave us the following information about the installation:
"Mr. [redacted]'s surround sound had initially failed to work because he had put the optical cable in the wrong output. The tech corrected that problem, and optimized Mr. [redacted]'s surround sound. Because Mr. [redacted] has a digital surround sound system, there should be no static sound; such noise indicates either that Mr. [redacted]'s optical cable or surround sound equipment is faulty, or may indicate user error due to a failure to toggle correctly between sound modes. The tech attempted to program Mr. [redacted]'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. [redacted]'s new television and surround sound system. Mr. [redacted] should contact [redacted] for a new receiver before we perform a second service call."
On September 17, 2014, we contacted Mr. [redacted], 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 call. Fortunately, 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 results. Our second tech informed us that he had made use of a [redacted] IR receiver to enable Mr. [redacted]'s [redacted] remote to work with his television and surround sound system. Upon 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:
1. 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.
2. We have suggested other paths to resolution for this customer.
3. 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 7 to 10 business days.
Best,
[redacted]
Client Resolutions
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]
January 20, 2017 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] Miller concerning a dishwasher installation to be...
performed at [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 dishwasher installation directly from [redacted]. On 8/27/2016, our system electronically received the order from [redacted] for a dishwasher installation. The order came in from [redacted] scheduled for 8/30/2016 arriving between 8 am and 5pm. When Installs inc received the order it was automatically assigned to “servicer” [redacted]. based on the availability that they have provided to Installs inc. The “servicer” notified Installs inc that they will not be able to perform the service until 8/31/2016. The order was then taken out of a scheduled status. On 8/29/2016, Installs inc reached out to (1) alternative servicer to see if they could perform the service on 8/30/2016. That servicer, [redacted], accepted the order for 8/30/2016, and the order was assigned to them. The servicer set an appointment window of 2pm-6pm to perform the dishwasher installation, and spoke with Mr. [redacted] to confirm the time. On 8/31/2016, Installs inc received a call from Mr. [redacted] asking that he be reimbursed for the cost of having a water repair specialist come to his home and determine that that the leak which caused damages to his floor was installation related. Mr. [redacted] advised that the water specialist had disconnected the water valve. Installs inc told Mr. [redacted] that we would need to send the servicer back out to inspect the installation to see what the cause of the leak was. The appointment was scheduled for 9/2/2016. On 9/6/2016 Installs inc, spoke with the alternative servicer who performed the troubleshoot. The servicer advised there was no flooring damage, and while he did confirm a leak could not confirm if it was an installation or product issue. The servicer recommended that the dishwasher be exchanged. On 9/8/2016 Installs inc, spoke with Mr. [redacted] and advised that we had been informed that the dishwasher was defective, and that [redacted] would be exchanging the dishwasher. As we had several orders in our system Installs inc advised Mr. [redacted] to speak with [redacted] to confirm what date the exchange will be scheduled for. Installs inc also advised Mr. [redacted] that he would need to speak with [redacted] regarding the flooring damages, as there was no apparent installation issue that had caused the leak. Mr. [redacted] questioned our determination that the leak was non-installation related. Mr. [redacted] was advised that if [redacted] finds that the leak was caused by an installation error, that they should provide documentation to prove that, and we would reopen the claim and proceed with making this right for him. Installs inc closed the claim at this point.On 9/21/2016 Mr. [redacted] contacted Installs inc again regarding his damages. He was advised that the dishwasher was defective and he would need to speak with [redacted]. On 11/21/2016, Installs inc received a call from Mr. [redacted]. He stated that [redacted] had told him that the leak was potentially an installation issue. Mr. [redacted] was advised again that if the determination by [redacted] was that the leak was an installation issue, we would need supporting documentation of that, and we would reopen the claim once it was received. On 1/18/2017 Installs inc received a complaint from the Revdex.com. We called Mr. [redacted] to see why the complaint was filed, as this was a manufacturers issue. Mr. [redacted] advised us that he had filed complaints against Installs, [redacted], and [redacted], as no one was resolving his claim. Mr. [redacted] stated that he had sent an email to all three companies on 12/11/16, but received no response. Mr. [redacted] was advised again that [redacted] should be providing a resolution in regards to this issue. resolution. Usually a manufacturer will do a diagnosis of an exchanged unit that has leaked and has caused damages to determine the failed part. Installs has never received any information or report from [redacted], or [redacted] that the unit had been inspected and the unit was not defective and that the leak he reported was directly related to the installation performed by the servicer. However, Installs inc will reopen the claim and attempt to make this right upon receipt of the reports of the diagnosis performed on the dishwasher stating that the dishwasher was not defective and the cause of the leak was directly related to the installation. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.