CT Install America

I am in receipt of your letter regarding our customer [redacted]. Mr. [redacted]'s letter is accurate in recounts of the dates and particulars regarding his project with our company. There were some extenuating circumstances with his project (i.e. scope of work, heights, conditions, etc.), but none the...

less his project is overdue to be completed.His project will be completed as of end of business today August 13, 2015. We appreciate Mr. [redacted]'s patience and apologize it was not done sooner.Regards,Mike B[redacted] Install America

July 29, 2016Dear [redacted].:[redacted] contracted Instal America on February 20, 2016 to remove an old pressure treated deck 14' x 16"and construct a new composite deck approximately 14'x16' in size. Install America applied for the permit and was informed that if the old deck was taken down, the deck size would have to change to a smaller size because of the set back requirements. The current deck size existing 14'x16' was grandfathered with no set back restrictlons when it was originally built, The Township allowed Install America to construct the new composite deck 14'x16' as long as the existing framing (foot print) remained in place, Install America completed a reinforced framing package due to the township guidelines and completed the project according to the Contract.Instal America refunded [redacted] a check of $552,00 for the required township change of the deck Construction. No verbal agreement was made reducing the contract amount to $18000.00.Install America prides itself on customer satisfaction, allowing its customers to provide feedback on their overall experience with Install America, [redacted] took the time to fill out a testimonial letter and the Install America Report card expressing her great experience she had dealing with Install America, [redacted] also provided Install America with ten customer referrals,Nick C.General Manger

I accept the business's response to resolve this complaint. My window was fixed Friday, June 24, 2016. I just wish it hadn't taken over three weeks to get it resolved. It took up over 10 hours of my time and should have only been half of this time. I am happy with the outcome although I will not do business with them in the future.
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]

December 9, 2014Dear [redacted]:I am writing you in response to our customer [redacted]. Currently her order for windows and doors are ordered and in production with the appropriate manufacturers. Our representative, Wes M[redacted], named in her last letter was able to inspect her project and determine the appropriate measurements and installation method. It is important to understand that we already had two project managers, with a combined 60 years of experience, inspect her project with an extreme amount of uncertainty of an appropriate installation method for the unusual application. We had also come to learn that this was after different contractors had declined the project, and one in particular that had already manufactured the windows.We have been in communication with [redacted] throughout the process and will continue to provide her our best customer service. [redacted] was pleased with our ability to devise an appropriate installation method, especially when it requires less work providing a substantial discount from our original contract quote. We look forward to completing her project while adding beauty and value to her home.Regards,Mike B

Sept. 25, 2014
To whom it may Concern,On 7/1/14 we signed an Insurance Restoration agreement with [redacted] and [redacted] for the Hail damage to their home. At that time we were given the claim number and Adjuster that [redacted] Insurance Company (There Homeowners Insurance) had given...

them. Also, the phone number so that we could contact [redacted] the adjuster to negotiate price. We talked to [redacted] about receiving overhead and profit in the estimate since there were more than 3 trades needed to do the work. With the RCV values from [redacted] and the overhead and profit we calculated a final bill for all work at around $5300.00. Melissa from our office notified [redacted] of the amount and requested an approximate payment of 1/3 to get the job rolling. On 7/24/14, our representative Peter M[redacted], met with [redacted] to pick colors of the work we were doing and to review the [redacted] estimate and to pick up the check to get the job going. [redacted] had the items crossed out that he did not want us to do which left the scope of work, highlighted in the [redacted] estimate, as the work we (install America) would be doing. The RCV values for that work are on the estimate, as well, so that you may see the amount he was receiving to pay our invoice. This is the amount that he pays as described in the contract plus overhead and profit.On or about 8/23/14 we completed all work on the [redacted] home. We invoiced [redacted] for the RCV amount plus the overhead and profit, total to be $5181.37. We billed [redacted] and [redacted] $3379.37, which was the $5181.37 minus the $1802.00 down payment, [redacted] contacted [redacted] and asked whether or not the job was completed. He informed them that it was. We confirmed this with [redacted] from [redacted] Insurance. On September 1st we received a call from [redacted] to tell us that his top roof had leaked. We sent our crew out to seal all connecting areas to the neighbor's roofs. After that time our installation Manager Don R[redacted] communicated with [redacted] and he said he did not see the leakagain.
Over a month had gone by and we did not receive any confirmation of payment from either [redacted] Insurance or the [redacted]'s. We sent a letter out to [redacted] and received a call back from [redacted] who informed us that he sent a check out for $2200 to [redacted] for the final payment. [redacted] informed [redacted] that he was suing [redacted] and US for the useless and ridiculous amounts that they paid for the job. At that time [redacted] decided to hold back the overhead and profit because of [redacted]'s call.We have completed the job over a month ago now and have not been paid. I met with my Attorney and he will be filing a mechanics lien on the property. He will also be filing a suit in district court for the unpaid balance including overhead and profit and all interest charges from August 23rd 2014, included in that amount will be the filing charges plus his cost of representation. I will also be filing a jetter to [redacted] for Insurance Fraud against [redacted] and Jamie [redacted]. I can prove by their Estimate what we should be paid for the job and what they have paid him to date. I have letters coming to me from the [redacted] representatives to provide proof of all transactions.I have enclosed the [redacted] Adjusted Estimate, the copies of the contract and the color selection and the final invoice we sent to [redacted], as pertaining to the work.Sincerely,Thomas M
President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am more so questioning this response rather than rejecting it because I still do not understand why I am paying $1,300.00 for something this company broke. I would like Install America to explain and provide a written quote for what exactly the $1300 is covering and who the certified electrician will be coming to my home on Wednesday, as I was not given that information. I was told over the phone that the $1300 had something to do with my electrical service not being up to code. The electric line in question has been in place for over 30 years at this home, so if it had not been broken all would have been fine. I feel frustrated with this and am a 78 year old man, I have a difficult time hearing on the telephone and sometimes forget to ask questions. It would be easier for me to have things in writing. I am thankful that they will be out on Wednesday to correct their mistake but am worried as to why I am paying for this. I paid through my homeowners for the roof repair, which is what I signed a contract for. I will not sign a completion certificate on Wednesday until I receive the information I requested and am comfortable with the answer. After the phone call I received, I tried calling back to ask further questions but still can never reach anyone on their telephone numbers.
Regards,
[redacted]

Thank you for the opportunity to respond to the aforementioned complaint. Install America's response is as follows:There have been difficulties in receiving the correct order for [redacted]. The first order was placed on 09/11/2014. The order was for the Left flanker of the 3 lite slider. [redacted]...

wished to add the Picture Window component of the 3 Lite Slider on 09/19/2014. Despite all packing and manufacturing information listing the correct glass, I chose to do this as a customer satisfaction gesture since [redacted] believes the glass is incorrect. She also states there is a scratch in the picture window. The order was delivered and the service scheduled. Unfortunately, I forgot to add the second part of the order to the service write up. It appears the Picture Window glass never came. This happens at times when additional items are added to orders.I apologized to [redacted] and reassured her I would place the order again. The order arrived. I attempted to schedule the service on a Saturday, which is very rare, in an effort to accommodate [redacted]. When the large Picture Window glass was unwrapped on the date of this service, it appeared to have scratches in it. Dan still attempted to service the left flanker window. At the time he discovered the Picture Window glass was indeed the correct glass [redacted] had ordered originally while holding a heat gun to all sections. He believes the tinting looked "off" to [redacted] because the flankers have screens which darken the appearance of the glass. Additionally, the temperature of the large picture window would be warmer or colder to the touch than the flanker units due to the larger surface area. He did not see any scratches in the glass. Dan, the service technician believed [redacted] understood his explanation. Upon receipt of the Revdex.com letter, I asked for Dan to contact [redacted] to see what remaining issues she has. She stated to Dan she wants another picture window. I have again ordered the picture window for [redacted] despite believing the glass was correct the entire time. Again this is in an effort to satisfy the homeowner which is install America's number one goal. I will be contacting [redacted] as soon as the Picture Window glass arrives.Please feel free to contact me with any additional questions or comments. Thank you.Respectfully,Susan M. W[redacted],Service Manager,Install America

We were unlucky enough to deal with Install America for a project they did for us. We scheduled for the install to be done around two months ago in which they entered the incorrect date for on their system. We scheduled this install with our jobs in which rescheduling would have been a pain. Luckily, a contractor was then sent out that same day. He was very nice, but while installing, noticed that he was putting the door on incorrectly (opening on wrong side). We told the person who did the measurements to open on the other side. The contactor was able to switch the sides, but the screen now had to be reordered. After the install was completed, the next week the lock stopped working and had to be repaired. Then a month later, we didn't hear anything back regarding our screen. Called them and found out it was never ordered. After another month, I called asking about the status and found our screen was sent to another location. During the wait, we noticed the seal was coming off the frame. After multiple calls, they continued to disagree that the seal was broken, insinuate we were lying, and wanted to come take pictures as opposed to fix their mistake. We continued to make calls to get this screen installed and they repeatedly told us that we didn't need to be home to get the screen installed, but nothing about the seal needed to get repaired. I eventually worked with Sue who always made it seem like I was such an inconvenience for them when I do not have a finished product. We scheduled a contractor to come out a week later from the shipping error and he never showed up. He called on Sunday saying he forgot us and wanted to come early Monday morning. This made me late for work and he didn't do anything nor bring my screen. We are still waiting on our screen and have had nothing but headaches with Install America. Their lack of customer appreciation, attention to their mistakes, and mistrust of us has left us feeling scammed. We wish we never used Install America for this project and will never recommend their services to anyone.

September 8, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned ID number. It is true, as per [redacted]'s correspondence, that Install America is accomplishing three different project locations for the [redacted] family. As a result of the hail storm...

damage, many varied repairs are listed on the "exact-o-mate" insurance punch list provided to Install America by the respective insurance companies involved. Only covered repairs listed on the exact-o-mate will be accomplished.As of today, all exact-o-mate repairs have been completed with the exception of the gutter installation for [redacted] which will be completed this week. Install America strives for 100% customer satisfaction. If there are any additional questions, please feel free to contact us.Respectfully,Susan W.
Safety & Compliance Officer

April 17, 2015
Dear [redacted];Thank you for the opportunity to respond to the aforementioned complaint, install America's response is as follows: The [redacted] project was a part of our Insurance Division. These projects often take longer than home remodeling projects because...

insurance companies, adjustors, etc, are involved in the process. There are many additional "steps" to each Insurance project.Install America facilitated the insurance process and the [redacted] project was under way, Prior to the start of the project, the [redacted]'s were harassed by a roofing company Installing a roof on the adjoining property to the [redacted]'s. It Is Install America's belief that said roofing company may have Intentionally damaged some of the [redacted]'s property due to negative reciprocity for not being contracted for the job,Install America completed the [redacted] Project in accordance with the insurance exactomate, A few weeks following project completion, [redacted], [redacted] called Jim M[redacted], Insurance Division Manager, with some service issues. Jim M[redacted] sent Insurance Division Construction Manager, Shawn E[redacted], out to create a punch list of the service items and review the project with the [redacted]'s. [redacted] also contacted Melissa M[redacted] to review the billing for the payment of the project,Shawn E[redacted] met with the [redacted]'s and devised a punch list for service to be completed. Melissa M[redacted] met with the [redacted]'s regarding their outstanding balance Service repairs were to commence the following Monday, March 30, 2015. Install America, as a gesture of good will, offered to repair some Items not paid for by insurance but thought to have been maliciously done by the neighbor's roofing company mentioned above. This included repairing holes in a porch roof, Several phone calls were made by Jim M[redacted] to facilitate the service process, [redacted]. [redacted] refused the service offered,It is important to note that Install America services 100% of their valued homeowners. We stand behind ail of our work. The install America Home Improvement Contract specifically states:"However, if any labor performed by Contractor is defective and such defects appear within one year after the completion of the work, Contractor shall furnish, at its sole cost and expense, labor to remedy such defects.".A copy of the contract is attached for your review, install America was prepared to service any Issues with the project completion hut was unable to do so. Please feel free to contact me with any additional questions or comments, Thank you,
Respectfully,
Susan  W,Service Manager,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The problem has still not been resolved.  I have been told an independent contractor would be out to evaluate since 8/2013.  I do not feel my complaint is resolved until my siding is fixed. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Thank you for allowing Install America to respond to the aforementioned complaint.  Michael B[redacted], Installation Manager, spoke with Mr. [redacted] on January 22, 2015.  Mr. [redacted]'s issues were addressed during this conversation.  Resolutions to the complaints were discussed at this time.
On January 28, 2015, a window installer returned to Mr. [redacted]'s property to address the issues.  The only issues outstanding at present are the installation of two (2) balance covers for the bathroom window and some cleaning up of debris on the outside of the property.  The balance covers have been ordered and will be installed as sooon as they arrive.  Hopefully the snow will have disappeared so any remaining debris can be collected at the time of the balance over installation.
Please feel free to contact me with any additional questions or comments.  Install America strives for one hundred percent customer satisfaction. Thank you.
Respectfully,Susan  W[redacted]
Service Manager,
Install America

October 29, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. Install America's response is as follows:1) Install America and [redacted] and [redacted], hereinafter referred to as "homeowners” entered into contract on July 12, 2014. The contract was...

later revised. The revised contract is dated July 31, 2014. Both contracts are attached for your review. Install America sent the Construction Project Manager to the homeowner's property to expedite the project so all materials were ordered correctly and timely, Install America ordered 8 foot high white vinyl fencing in the amount of one hundred sixty-eight feet (168') as per the contract specifications, Superior Plastics delivered the order as per the Install America Construction Project Manager.2) An installer went to the homeowners to commence the project. At this point the homeowner told the installer the “footage" and the “height” were not correct and asked him to leave (despite the footage and height being duly noted on the contract). This cost the installer a day's labor and Install America fees from the installer as well. Charlie D[redacted] who was the sales representative for the homeowners, visited with them and pointed out the footage and height the homeowners were contractually obligated for. The resolution was that the homeowners agreed to the 168 feet of fencing but the height would be changed to 6 foot high fencing. A diagram was drawn by the homeowner and is attached.3) On the second attempt at installation of the fencing, the installer once again arrived at the property prepared to prepare the project site. On this occasion, he was told by the homeowner she does not want 6 foot high fencing as ordered, but rather 5 foot high fencing. The installer was asked to leave by the homeowner. Superior Plastics was prepared to deliver the product which again had to be cancelled. It is noteworthy to mention that every time an order is cancelled, whether delivered or not, a 20% restocking fee is charged. Install America now has two (2) 20% restocking fees, and 2 full days an installer has not worked, as well as two days of installer charges.In conclusion, Install America is patiently waiting to hear what the homeowners' intentions are regarding their project and their contractual obligation. Install America's main focus is 100% customer satisfaction for every project we accomplish. Please feel free to contact me with any additional questions or comments. Thank you.Respectfully,Susan W.Safety & Compliance Officer

April 26, 2017Dear [redacted]:We are in receipt of your letter regarding the above referenced complaint. We have placed him on our do not call list and should not be contacting this person anymore, We apologize for any inconvenience.Regards,Mike B

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
November 1, 2014Dear [redacted]:Although I reject Install America’s spin on the situation we encountered; I do not wish to pursue this complaint with Install America as they will continue to spin their responses to protect their company. As such, they need not reply to this response.My only request is that the Revdex.com post all correspondence (including this response) related to this complaint on their website so that other consumers can read them and make an informed decision prior to choosing Install America to perform any service for them. Ms. W[redacted] has been exceptionally helpful each and every time that we have contacted her regarding any issues we have with our windows and for that we are most grateful.I would however make the following observations regarding Install America’s response dated October 27, 2014:1. I am sure that as an employee of Install America there are ways in which Ms. W[redacted] could have seen that we were provided a $500 payment. When we submitted for the payment, we were told that generally, customers need to provide more that just their electric bills to receive the $500 payment but that they were just going to cut the check. This was after our largest window in our house leaked twice after it was initially installed and was serviced at least twice (within a couple months of installation). I do believe at that point, Install America knew there were issues that were far beyond aesthetic issues as Ms. W[redacted] put it in her response.2. Ms. W[redacted] is correct when she states that “services were made each and every time any type of issue was reported.” However, defending the initial installation by touting the experience of the original window installers is really irrelevant to our case. They may very well have installed thousands of windows very well however; they did a very poor job on our window installation. In addition, when Ms. W[redacted] states that “after several service calls, she thought it was best to review the overall installation,” she is slightly misspoken. Ms. W[redacted] and I spoke about the VARIOUS concerns we had after multiple service calls related to the windows.Ms. W[redacted] asked me to provide her with a list prioritizing our concerns related to the windows. In a memo dated October 7, 2013, which I faxed to Ms. W[redacted] and have a copy of, I stated:“What we are most concerned about is whether or not the windows are properly insulated. We went with a higher level of window because of the guarantee we received when we purchased the windows that we would see a significant savings in our energy costs. We did not see what we were guaranteed and we did, as a result receive a $500 refund. However, our windows were installed in 2011. If we did not see the cost savings we were guaranteed, I am sure the savings we are missing out on far exceed the $500 we have refunded to us.We would like Install America to look at all of the windows that were installed and determine whether or not they were properly installed (check the sills, calking, etc.) and also determine if the windows are properly insulated or if they are insulated at all? We honestly do not remember seeing any insulation being put in to the windows when they were installed; however we were trusting that they were insulated.”We requested that Install American have someone come out to check the windows to ensure that they were installed correctly and insulated. The technician they sent out looked at one window on the second floor and a window on the first floor. When he looked at the window on the second floor, the window was closed and locked. He stated that he could see daylight between the upper and lower sashes of the window and that this was allowing air to come in the window. He stepped outside (on to the deck roof to look at the outside) and came back in and said that this window needed to be “reinstalled.” He checked the window on the first floor and saw daylight again which was allowing air into the house. At that point, he stated that he was going to recommend a complete reinstallation of the windows. Wes did not recommend the reinstallation, the initial technician that was sent out to look at the windows because we requested it, recommended the reinstallation. If you are seeing daylight through areas of the window that are allowing air in, that would seem to imply that there were issues that were more that “aesthetic” in nature. In addition, when the largest window in our house (which spans 9 1/2 feet in our family room) was pulled, Wes and his assistant stated that there was no insulation above the window. My wife was here each and every time these men were here and they were not shy about stating what was wrong. Although we cannot prove that this was said, there should be some documentation somewhere at Install America to this fact. This again lends itself to a more than “aesthetic” reason for the reinstall being done. These windows were not installed correctly to begin with.3. Ms. W[redacted] states that the windows were pulled out because of the way the trim coil was bent to accommodate them. This again would lend anyone to conclude that this indicates a problem with installation rather than “aesthetic” reasons.4. Install America chose Wes to perform the reinstallation of the windows. If he is the best person for the job and the only person that Install America believes is the best to do the job, I find that difficult to believe. With a company of this size, the fact that they have only one person that can be recommended for accurately reinstalling windows is somewhat concerning. I am sure that they could have found someone who could have completed the reinstallation in a timelier manner. In addition, the fact that Ms. W[redacted] emphasized in her response that she did not consider this to be an emergent problem is sad. Any time a customer has a concern, they should not be made to wait to have their concerns addressed. Regardless of whether situations are emergent or not, they should be addressed as quickly as possible. The Company touts their commitment to customer satisfaction but apparently that only relates to emergent issues and nothing else.5. Ms. W[redacted] states the following, “While Wes and Dan finalized the reinstallation, they did attend to a leaking window. The corners of the j channel were not sealed properly and the water was running into them. It is important to note, however, that the rubber roof that was added to the property at some point has no ice and water or counter flashing on it. This will most definitely create a wall leak behind the siding. All rubber roofs must have some sort of underlayment material to stop water. Water will inevitably manifest at the windows. It always follows the path of least resistance. The windows are heavily sealed to prevent this, but the plywood sheathing under the siding will be at risk and caulk does crack over time.”We had our contractor come out when the window above the rubber roof was initially leaking; He looked at the window as well as the roof and indicated that the window was not properly installed. Hence the first service call to fix the leak. After receiving Ms. W[redacted]s response dated October 27, 2014 to the Revdex.com, we again contacted our contractor regarding Ms. W[redacted]’s comments on the rubber roof. His response was as follows,“[redacted], I do remember the problems you had with your windows, in regards to the rubber roof, the rubber roof runs up behind the siding 7-12 inches, this is what creates the flashing transition between roof and siding, not really sure what they are talking about??”In addition, when we had the roof installed, the township inspected the roof and noted no non-compliance with any building codes, etc. It would have also been kind of Install America to address their concerns regarding our rubber roof directly with us so that we could address them rather than simply noting this in their response to the Revdex.com. But again, they did not. Another example of the lack of attention to customer satisfaction and their dedication to their customers. Rather than addressing it directly with them, they use this as a defense in their response to a complaint.Overall, we were never unhappy with the “look” of the windows. We received many compliments from neighbors and friends on the windows. Our concerns related to how the windows were installed. We also are not questioning whether or not Install America upheld any pledge related to the windows in terms of the efficiency or service after the installation. However, I would point out that the pledge to have any issues addressed after the installation is extended to any customer who purchases windows from Install America. If they are fortunate enough to have their windows installed by Wes, then they will likely see cost savings and will not have the need to have numerous services calls as well as a complete reinstallation done. In addition, the amount that they are paying for the initial installation, which is part of the cost of the windows themselves, is well worth it. However, regardless of how Install America spins it, our windows were not installed correctly. We heard that from every service technician who came to house to look at and service our windows.When you are paying top dollar for new windows (over $16,000 which includes paying for someone to install them correctly), there should not be a need to address, leaks, air coming in through the windows (seeing daylight between the upper and lower sashes when the window is closed and locked), or have to pull the windows due to trim coil being bent within just over 2 years of having the windows (windows were installed in March 2011 and our first service call came after the first rain when the window in our family leaked and the technician was sent to look at the windows to determine whether or not the windows should be reinstalled in the fall of 2013) initially installed. Nor should the customer need to contact Install America to remind them that the reinstallation needs to be completed. Our initial contact regarding the windows was in October 2013 which was when Wes was initially sent to begin the reinstallation. I sent another faxed memo to Ms. W[redacted] in April 2014 reminding them that the reinstallation needed to be completed. I again had to contact her via a faxed memo in October 2014 to have the final two windows reinstalled. Again, from her response, Install America doesn’t see this as a problem since they deemed the repairs to the windows as “aesthetic” in nature and not emergent in nature. Again, customer service seems to be a priority for certain customers and not others.Again, we have appreciated working with Ms. W[redacted]; however, we have lost all respect for Install America and their supposed commitment to customer satisfaction. In addition, we would not recommend that anyone purchase windows from Install America and have advised friends and neighbors not to consider them for windows due to the three year ordeal we’ve had with them. Rest assured we will continue to call each and every time we inevitably have problems with our windows.Again, please post this response as well as the initial complaint and Install America’s response on your website so that other consumers can read them to make an informed decision as to what to expect from this Company.Thank you for your time in this matter.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:  All Nick has done to us the whole entire time is lie.  We DID NOT want the project started any sooner than when WE had the money in our account.  Nick told us it was policy to have the financing done!  The contract you have signed by us, is different than the contract we signed.  Were given one price for the whole roof, stripped completely off from the attic floor up and reconstructed, for $34,677.00...ACCORDING TO NICK!  When the first payment went through, we were told someone would be out the next day to tarp the roof and prevent further damage...that NEVER happened!  When the work actually started, and the roof was not nearly as bad as we first thought, the price then dropped down to $27,516.15.  Out of the 3 invoices you gave me, none of them are what I asked for.  I am still waiting.  The so called contract that we signed as an estimate, was not fully detailed with the full scope of work, because it did not list Facia, Soffit, Beams, and Rafters, in which we fully thought we did need, due to the condition of the roof, hence the original amount of $34,677.00.  Nick REFUSED to write that information.  The so called contract alone, shows your company is adding things to it after the customer has signed it, and not informing the customer of the changes or getting their permission in writing.  That is FRAUD!  The estimate you claim on the flier given to us, and that you claim in your response, the several different prices we were given, in which we were NOT given, is a total bold face lie, because Nick, the GM, and Chris, the owner BOTH said they do not give estimates!  Chris also said we are the only customers who have ever asked for an itemized receipt or invoice.  I find that to be a lie, but I can not prove it!  We were never told we were being given a family discount.  Your response is the first time I am hearing this.  What it boils down to is, you did not fulfill the contract, so you broke it.  You added to marks to the contract, which is fraud.  The flier claims we get 20% off any home renovation, not materials, plus another $200.00 on you.  The substantial price drop of $7,160.85 was due to the roof not needing to be reconstructed from the attic floor up.  That is where the discount came from!  So because you are refusing to give us the 20% discount plus another $200.00 on you in the sum of 5,703.23, that is theft by deception!  You gave us that flier with finding any way possible not to fulfill that obligation!  That is now two laws I can prove you have broken!
Regards,
[redacted]  [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
As stated in my original complaint, I said that Install America did pay me 2 months of payments.  I also said that the salesperson who sold us the product promised us and had a 2 hour discussion on the very subject of a  6 month deferment.  I am having a very difficult time imagining that Install America is forgetting all of the conversations between myself and several of their staff about this issue.  Also, they seam to be forgetting that they called me about a month ago to set up a new appointment to give us a quote on remaining work that needs to be done.  When I told the person who had called that I was never going to hire Install America and why, I was told that I would be contacted in a day or two with an answer as to how to resolve this issue.  I had several lengthy conversations with this person about our issues with Install America and the "fired salesman" who sold me the windows.  She had told me that the Sales Manager was going to come out to my home to see what can be resolved.  I did not get the Sales Manager, I got a salesman who had no idea that I was upset with Install America and who had tried to sell me more products after telling me that I had to purchase more from Install America in order to get the rest of the 6 months deferment that was originally promised me by a Salesman who is no longer there and by another person to whom I spoke to before the original installation of the windows.  Install America is very aware of the conversations that I had with there staff on numerous occasion both back in May and June and again in August and they are very aware of the practice's of the fired salesman as well.  Install America is very aware that I was given a verbal agreement for a 6 month deferment and they acknowledged that back in May and in June.  I was not told in May that it was never put on the contract.  This does not excuse Install America from contacting me again and then trying to sell me more products when I made it clear that I was not going to purchase anything else from them ever.  It does not excuse Install America to come out to my home on the pretenses of resolving our past issues just to sell more product to clearly unwilling customer.
In short, I am not a liar and I can assure you that we had made it very clear to Jim B[redacted] that we were not going to have work done until October of 2014 or later.  Jim B[redacted] promised us something that he could not produce...a 6 month deferment.  Why because Install America stopped giving 6 month deferments in 2013!  I was also told that the promised deferment would have come out of his commission check.  How did I find this out?  By the salesman that came out to my home in August.  I called before the work was to be done to be sure I got the deferment and was told that I had it.  I was told 2 times by two different people at Install America that I had this deferment.  I don't really care that I signed the final work order.  I  did not call you Install America in August, you called me!  I do not appreciate that you have wasted my time and frankly I was going to leave this alone in June.  I wasn't happy then with the resolution and now I am just infuriated.  How dare you invade my home and demand that I purchase one more thing from you!
Regards,
[redacted]

September 26, 2016Dear [redacted].We are in receipt of your letter regarding our customer [redacted] contracted with us on 4/24/16 for a new roof installation, His project was started and completed on 7/5/16. [redacted] did call our office, post installation, to inform us that he had gotten...

water into his basement. During the initial installation, we had to remove his existing gutter protection to install our roof and then reinstall his gutter protection. He claimed it was not reinstalled properly, and that was why he had water in his basement. Our installation crew was at his property 2 days after receiving his phone call) to report the issue. They did some minor service work to ensure proper installation of the gutter protection, At this time, our installation crew asked to see the damage in the basement, He did not allow them to view the basement, but said he had gotten everything cleaned up already, [redacted] had called into our office then looking for monetary compensation for his alleged leak. He claimed there was three feet of water in his basement. Three feet of water is not close to being possible given the amount of time that had passed and the amount of rainfall at that time, Also, during every phone call (including the last one approximately one week ago) he made to our office we offered to come to his property to inspect any damage. Every time he declined that option. We stand behind what we do on every single installation, if this leak actually occurred, and it was inflicted because of Install America, then we would certainly compensate any customer for any damage done. However, we have never been permitted on the property to review such "damage", Our offer will continue to stand to [redacted] and he is welcomed to contact us to make such arrangementsRegards,Mike B

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]