CT Install America

Hello,My name is Bruce F[redacted]. I am the new Service Manager for Install America. I am responding to the complaint b[redacted]. ID # [redacted] which was submitted to you on 6/5/2017.I want to assure you that we have addressed the issues that the customer states. When I was informed on...

5/19/17 that the customer still had complaints left messages for them with no return call. When we received the Revdex.com letter indicating that they still had issues on Frió/9/171 called the customer again and left messages for them asking if I could personally come out to inspect the door myself on Frib/9. I have received no return calls from them as of today Tues 6/13/17. I called again today asking if I could come out and inspect the door but as of yet I have not received any response.The homeowners primary concern seems to be that the patio door was "installed upside down" This is incorrect. The patio doors that we sell are reversible so that they can work in multiple installation situations. This is actually a common practice in the industry. One style patio door can be used for either a left to right operation or a right to left operation simply by switching the panels from left to right or right to left. That is not an indication that the door was installed improperly. The customer is correct that when the installer was there the first time he did not sufficiently shim the frame of the door which is essential for an 8 footpatio door to operate properly. We corrected that and an issue with the screen not operating properly and his other complaints.If the Customer desires this to Come to a resolution they need to return my phone calls and allow me to inspect the door. If there are any issues that still need to be addressed I will ensure that they are taken care of.Bruce F[redacted] Service Manager Install AmericaI can be reached by calling [redacted].

May 18, 2015Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint, Install America has worked with these homeowners to resolve any outstanding issues. It is the goal of install America to satisfy 100% of the homeowners we work with, it is this writer's understanding that ail issues are resolved and these homeowners are satisfied with their project.Please feel free to contact me with any additional questions or comments.Respectfully,Susan  W,Service Manager,

[redacted], I have attached the evaluation from a HAAG certified contractor that was sent to our current vinyl siding distributor.  Install America plans on conducting a service for the siding when the weather is warmer.  The reason for this is that siding tends to crack easily in cold temperatures.  Any siding replacement would be difficult at best as per our telephone conversation.  The distributor for Glidelock vinyl siding has surreptitiously relocated to another area (believed to be New York), but Install America chooses not to conduct business with him due to some unethical transactions by him. I also feel it is important to note that Install America is willing to perform a service for this homeowner from an installation that took place in 2008.  Pennsylvania state law requires a home improvement contractor to service installations for one year from the date of installation.  It is 6 years since this installation. Install America feels any arbitration proceedings are unnecessary at this point in time.  We feel the resolution presented is appropriate moving forward.  Please feel free to contact me with any additional questions or comments.  Thank you. Respectfully, Susan *. W[redacted], Safety/Compliance Of

Hello,My name is Bruce F[redacted]. I am the new Service Manager for Install America. I am responding to the complaint b[redacted]. ID # [redacted] which was submitted to you on 6/5/2017.I want to assure you that we have addressed the issues that the customer states. When I was informed on 5/19/17 that the customer still had complaints left messages for them with no return call. When we received the Revdex.com letter indicating that they still had issues on Frió/9/171 called the customer again and left messages for them asking if I could personally come out to inspect the door myself on Frib/9. I have received no return calls from them as of today Tues 6/13/17. I called again today asking if I could come out and inspect the door but as of yet I have not received any response.The homeowners primary concern seems to be that the patio door was "installed upside down" This is incorrect. The patio doors that we sell are reversible so that they can work in multiple installation situations. This is actually a common practice in the industry. One style patio door can be used for either a left to right operation or a right to left operation simply by switching the panels from left to right or right to left. That is not an indication that the door was installed improperly. The customer is correct that when the installer was there the first time he did not sufficiently shim the frame of the door which is essential for an 8 footpatio door to operate properly. We corrected that and an issue with the screen not operating properly and his other complaints.If the Customer desires this to Come to a resolution they need to return my phone calls and allow me to inspect the door. If there are any issues that still need to be addressed I will ensure that they are taken care of.Bruce F[redacted] Service Manager Install AmericaI can be reached by calling [redacted].

December 6, 2016Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint, We are aware of the situation with the [redacted] window project. The service involve a very large piece of glass that takes a crew of minimally two to facilitate. Oftentimes with glass pieces that...

are this large, 50 X 49 7/8, there are slight in perfections in the glass that are acceptable by industry standards. Install America strives for glass packages as close to perfect as possible, so if a homeowner complains about a minor defect, we choose to have the glass package hade again. Such is the cause with this project.Install America has attempted on three occasions to replace his very large glass package. The glass package has been replaced free of charge due to the manufacturing defect.  Typically after a one year period from the date of installation, however, there is a labor fee for services. This service would be approximately $225,00. Install America has waived the service fee to date in in attempt to satisfy this homeowner. It behooves Install America as a company to get the serviced accomplished the very first time from a cost perspective. Unfortunately this has not been the case with this service.At present there is no additional glass package ordered. The homeowner had stated he would discuss the latest glass installation with his spouse due to a small defect again in the glass package, Install America has received no additional communication in regard to his until receipt of this letter, Install America will wait for communication from the homeowner as stated regarding steps moving forward. Install America strives for 100 percent customer satisfaction with every homeowner We have the privilege to serve. Thank you again and please feel free to contact is with any other questions or comments you might have.RespectfullySusan W[redacted], Service Manager

Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. A Project Manager was sent to review all outstanding issues and a punch list was created with a plan moving forward to resolve all issues with the installation.As per [redacted]'s request a different crew was...

sent back to the property to review the current installation [redacted] was dissatisfied with and perform all items on the punch list. The crew also reconfigured some of the items in the project in an effort to satisfy the homeowner. The project repair/review took approximately twenty-two hours. The project is considered to he complete at this point in time.The Service Manager at Install America spoke with [redacted] related to the damages in the gardens. [redacted] is going to forward photos of the garden prior to the commencement of the home improvement project. A comprehensive review of the photos will determine monetary reward lor any damages resulting from the Install America installation.The project was completed as per the contractual obligation between Install America and [redacted] and [redacted] for a total amount of ten thousand four hundred dollars ($10,400.00). No items are outstanding so the contractual obligation must be paid in full.Install America stands behind all projects performed. We service one hundred percent of our homeowners and strive for one hundred percent homeowner satisfaction. Please feel free to contact us with any additional questions or comments.Respectfully,Susan W.Safety & Compliance Officer

[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]

August 21, 2015Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. I have reviewed the complaint and the following is my response:The project installation was completed on March 19, 2013, There were some manufacturing defects related to the window installation,...

Services were rendered for all issues the [redacted]'s had related to windows, All service calls are answered within a twenty-four (24) hour period.The records show Install America responded to service issues on 05/27/15; 06/04/15; 06/22/15; and 07/17/15. The last glass package that was to be replaced was slightly "off" in size. That glass package was reordered and scheduled for installation on 08/27/16, Service calls are not placed to homeowners until the parts have arrived on site, as soon as the manufacturer parts have arrived the services are scheduled on a timely basis.Install America services 100% of their homeowners and aspires for 100% customer satisfaction, install America wishes to apologize for any inconvenience **. [redacted] has experienced and pledges to provide quality service with any outstanding issue: in the future.Please feel free to contact us with any additional comments or questions, Thank you again for this opportunity,Respectfully,Susan WSafety/Compliance Officer

After spending a good sum of money on replacement windows we discovered air infiltration during a cold and windy day. I've been trying for weeks to get the service man (Dan) out to check/ fix the air leak. He has stood me up and cancelled several times. The office personnel are no help either. I will most likely end up contacting another contractor to fix the problem with my windows, even though they are under warranty.

September 9, 2016Dear [redacted];We are in receipt of your letter regarding our customer, [redacted]. We completed [redacted]'s deck project on 11/13/15, She contacted us starting approximately 1 month ago to inform us of these issues. That is nearly nine months after the project was completed,...

None the less I will respond to the numbered issues she outlined in her letter to the Revdex.com. 1)  We did remove the section of fence, As we were finishing our project she had a mason doing stucco work, He requested (with my understanding to her consent) to leave the portion of the fence off to allow him to do his work. Apparently he never put the fence back. I got his number from [redacted] to inquire on the issue. He was very polite but did not remember all of the specifics given it was 10 months ago, However, he thought he remembered they were to be getting there fence replaced, With all of that being said I sent an email to [redacted] on 9/1/16. In the email I offered her a cash credit for the sectlon/s that we had removed, I also offered to put her In contact with our fence contractor because fencing Is not a product that we offer, I have had no response to that email. 2) See above and reference to the email that was sent to [redacted] on 9/1/16 and has not been responded to date. 3) As stated we did put grass seed down as a courtesy. We In no way contracted to regrade, seed, and provide the maintenance for their lawn, 4) See 3. 5) Also In the email I offered to level the pavers better at no charge, [redacted] sent me pictures of the pavers, As a group we reviewed the pictures and all felt that Is hard to believe, from what the pictures show, that It could have caused any substantial Injury requiring physical therapy. None the less we have agreed to level the pavers, 6) Typically most dumpster delivery companies require a waiver to be signed once taking the dumpster delivery, If she would like we could Inquire about that, but if there is a waiver signed then we would have no recourse, Plus it makes it very difficult given It took place 10 months ago, 7) We did not contract to do any "drainage work", 8) Not sure if she is referring to other Items to respond to than already listed, 9) As a company we always want a completion certificate on file, but it does not mean if there is not one on file then the bill does not need to be paid.In closing, I have sent an email to [redacted] on 9/1/16 that I have gotten no response, In the email, I offered her to fix the pavers and a cash credit towards the section of fence. Ironically, that is exactly what she states she wants in her letter under "Desired Outcome/Settlement". If she could simply reply to the email we could have already made said arrangements.Regards,Mike B

To Whom It May Concern:Thank you for the opportunity to respond to the aforementioned complaint. Susan W[redacted], Service Manager at Install America, had a conversation with Mr. [redacted] regarding his sliding glass door.A decision was made to pull the door and reinstall it for the [redacted]s,...

This work is being accomplished on July, 10, 2015. A punch list was created with the concerns Mr. [redacted] has. The punch list will be addressed and all issues will be resolved as of July 10, 2015.If there are any outstanding questions, please feel free to contact Susan W[redacted], Install America strives for 100% satisfaction with our homeowners. Thank you .Respectfully,Susan M. W[redacted], Service Manager, Install America

May 30, 2014Dear [redacted]:
Thank you for the opportunity to respond to the aforementioned complaint. Install America is aware of [redacted]'s siding issues and is working to resolve them for her. We have provided services to [redacted] on several occasions since her siding project...

was completed. We are presently seeking an independent, third party siding consultant to investigate the siding issues.On May 15, 2014, the independent siding consultant spoke with [redacted]. Photos were furnished by [redacted] as a result of that conversation. These photos are currently under review and an appointment will be made to physically view the siding installation moving forward.Install America stands behind all of our home improvement projects and we strive for 100% customer Satisfaction with all of the homeowners we serve. if you have any additional questions, feel free to contact me at [redacted]. Thank you.Regards,Susan W.
Service Manager

June 13, 2016Dear [redacted] set up an appointment on 5/26/2016 at 7:00 PM to have a representative from Install America provide an estimate on a roofing project The representative initially measured the dimensions of the existing roof as well as examined the current condition of...

the existing roof, following the exterior analysis; the representative then went inside and discussed roofing options and solutions for their particular scenario. The representative! provided all the information so the homeowners could be informed and educated concerning the roofing project, ( i.e. roofing stylus, colors, and industry standards), After the homeowner's selection on the roofing system, the representative calculated a price that would be good tor one year. Upon further discussion the representatives calculated a second discounted price, if the homeowners participated in our neighborhood marketing program.The length of the appointment is directly related to the amount of questions the homeowners had.  The high pressure negotiation is misunderstood for enthusiasm and motivation.Install America prides itself with the must professional and highly trained product specialists in the industry, All representatives are polite, courteous and knowledgeable in their respective fields. Install America performs a quality assurance call to all scheduled appointment to ensure our potential customers received all the information on their next home Improvement project.Install America has removed the homeowner's telephone number from the data base, If there are any additional questions or comments, please feel free to contact Install America.Respectfully,Nick C.General Manager

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

November 11, 2014Dear [redacted]:I am in receipt of your letter regarding our customer [redacted] contracted with our company on 9/16/14 for replacement windows and doors. The contract also states for new buck frames to be installed on all of the replacement windows we were...

to furnish and install. During our prejob inspection on 10/2/14, our project manager noticed this application was unusual and questioned the structural integrity of the wall framing. He was unable, at this time, to determine whether the existing framing was sufficient to support our new windows. It was suggested to send our construction manager, who is much more experienced with framing and wall support, to inspect and review.Unfortunately, to no fault of [redacted], we have had an extremely busy last few months and our lead times have become extended much further than normal. Our communication to our customers has suffered, especially for [redacted], to which we sincerely apologize. We have since spoken with Derriek N[redacted], who is on the contract with [redacted], and have our construction manager inspecting their project today November 11. The terms of the financing they were approved for were also reviewed with Mr. N[redacted], and the documents sent to their home for review.We look forward to formulating an appropriate plan to complete their project per building code regulations, and will be sure to communicate with them throughout the remainder of their project.Regards,Michael 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]

October 3, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. [redacted] and [redacted] entered into a Home Improvement Contract with Install America on 08/25/2014. The project was a result of storm damage which was reviewed by the homeowner's insurance...

company, [redacted] Insurance. The Home Improvement Contract is attached for your review. The following points are the facts surrounding the contractual obligation between Install America and [redacted] and [redacted]:1.)[redacted] Insurance provided an "exact-a-mate" to Install America that lists all approved covered repairs. The claim number is: [redacted]. The [redacted]'s were told by the sales rep, as is evidenced on the Home Improvement Contract, there would be no moneys owed out of pocket and the insurance company questions and communications would be managed by Install America as a courtesy and convenience to them. Install America has a specialized insurance department to manage these projects and talk with insurance companies on behalf of the homeowner because this can sometimes get confusing and stressful. Homeowners appreciate this service. Not only are they getting their damaged home improvement projects repaired with no out of pocket expense, but also have professionals manage all of the paperwork and phone conversations free of charge.2.)Right of Rescission: The right of rescission is governed by Pennsylvania state law. This explanation is at the bottom of the contract directly under the homeowners' signatures. It is important to note that the [redacted]s' did not cancel their Home Improvement Contract within the 72 Hour rescission period. By law, Install America could hold the homeowners to the contract, Due to the expense already put into the execution of the contract, a twenty percent fee was charged to the homeowners.In conclusion, I see very few homeowners unhappy with the advantages install America offers to its homeowners. Very few individuals would turn down the opportunity to have their homes improved at no expense to the homeowner with all details managed by the home improvement facilitator, install America will hereby release [redacted] and [redacted] from their home improvement contract, Install America strives for 100% customer satisfaction. Feel free to contact me with additional questions or comments.Respectfully,Susan *. WSafety & Compliance Officer

Review: 11/7/Salesman came to our house to give us a free estimate on windowsAfter he gave the estimate he then told us we needed to sign his quote to lock in priceWe were still unsure of our finances but still wanted to see what kind of financing or payment we could getHe didnt say we would be locked into a contract and couldnt back outAfter he left we we realized we wont have the funds for windows even if we get financing it would be to difficult to make a paymentOn 11/19/they called and said someone would come out to the house and do a pre inspection for the jobI told then I was no longer interested because I couldnt afford themThey proceeded to tell me that I dont have a choice nowI didnt even know if financing went through let alone being able to make paymentsI then drove to the location and spoke with a very ignorant sales manager [redacted]I told him several times over and over I cant afford windows and have no clue when I will be able to afford windows in the futureHe tried to negotiate me getting his windows no matter whatSaying hes doing everything he can to help me but not listening to the fact I cant afford themHe proceeded to tell me the windows are made alreadyNo pre inspection had been done just an estimateThis cant he true without measurementsI asked to see the windows and he said he cant show me anythingI told [redacted] because of the way they handle things I would not recommend anyone to work with his business everHe threated to sue me for speaking outI asked to speak with the owner of the company because [redacted] wouldnt listen to me and he said I need an appointment to do thatHe said he would call me the same day with an appointment and never didits now 11/20/2013.Desired Settlement: Termination of so called contractCustomer is not in a financial situation to buy windowsAlso would not like to be contacted by the company again
Business
Response:
December 4,
Dear **[redacted]:
We are in receipt of your complaint dated Monday, November 25, referenced aboveThank you for the opportunity to respond
In regard to the complaint, [redacted] entered into a legally binding contract with Install America on November 7, I am attaching the aforementioned Home Improvement Contract for your reviewPlease be advised that we are communicating with **and [redacted][redacted] regarding the execution of this contract and have explained the contractual obligationWe will continue to work with **and [redacted][redacted] to arrive at a satisfactory solution
Install America's number one priority is customer satisfactionWe will be happy to answer any additional questions or comments you may haveThank you
Respectfully Submitted,

Review: I have been trying to cancel an order from this company and I feel I am being delayed past my notice of right to cancel agreementSee below email sent to the companyI have detailed everything.Good Morning,
I have been trying to cancel an order since Monday 4/When I called initially I was told I would be contacted by someone from that particular deptI was contacted by [redacted] on Tuesday 4/8, at which point I gave him my inovice number(#[redacted]) and requested that my order be cancelledHe explained that he would pull my file and call me backI did not hear back from [redacted] so I called again today 4/to confirm the order had been cancelled, as today is the last day that I still have a right to cancel my orderI spoke with [redacted] today, who explained that [redacted] was not in the office, and also could not tell me when he would be available, but that he would pass the message alongI asked [redacted] if I would have a issue with cancelling if [redacted] did not call me back today, he said he did not have the authority to say
I called back to the office again a few moment later, and spoke with another gentleman who informed me that [redacted] was in a meeting and would get back to me in an hour or soI again expressed my concerned for being hassled to cancel this orderI asked if there was an email address I could have and was told again "no authority" to give this informationI have since sent a detailed message through the quote request on the company's main site, and then came across this email when I searched again for a contact
I do want to add your salesman [redacted] was very personable and friendly and did a great job selling us, we simply decided to hold of becuase of personal concernsSince my experience has turned south, I no longer wish to consider doing business with your company in the futureIf I may say so, customer service is very key in gaining and keeping customersIf I didnt feel shrugged off I would probably have come back to complete the order later this year, but I don't feel that my needs have been a priority to anyone but me and that is a problemI don't quite understand why my verbal cancellation isn't suffice to stop the orderAny paperwork or issues your company has going on internally should not be my concernI should not have to chase down your "cancellation department"
Regards
[redacted] & [redacted]Desired Settlement: I need to confirm that the order on invoice#[redacted] has been cancelled with no further obligation
Business
Response:
May 13, 2014First let me apologize for the delay in responding, but our company did not receive the two prior letters you sent us on this matterAfter receiving your last notice I had someone from your office e-mail the complaint from [redacted].Our records indicate that On April 5, our sales representative, [redacted], met with the [redacted]'s and sold them windowsIt is true that **[redacted] called to cancel their contract and spoke with our sales manager [redacted].On April 14, [redacted] and [redacted] Met again with the [redacted]'s and at that time they both signed the Notice of Cancellation.The contract is cancelled, and has been cancelled in our system since April 14, 2014.If you need any additional information please do not hesitate to contact us

Review: I signed a contract with this company under false representation and gave them a $1900 downpayment and I want my money back and because it was too late to retrieve the refund they refused to give it to me.

They came a second time and said they would do something different to change the work to be done and after considering that I realized it's not what I want so I called them within the time frame to be able to get my downpayment back and I still can't get it back. They say they'll call back and don't and I can't get anywhere with them.Desired Settlement: I want my $1900.00 back because they haven't done a thing here but measure. I feel I'm being ripped off big time for no reason.

Business

Response:

April 23, 2014Dear **. [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. **. [redacted] entered into contract with Install America on March 8, 2014. A downpayment of $1900.00 was remitted at the point of sale. **. [redacted] had stated she wished to cancel said contract out of the 72 hour right of rescission.In an attempt to talk with **. [redacted] about her attempt to cancel and any concerns she had, Sales Manager, [redacted], went out to talk with her. Senior Project Manager, [redacted], also went to see **. [redacted] two times. He additionally provided **. [redacted] with a custom display of what her window project would look like. All of this was accomplished well out of rescission and free of charge.Install America cancelled **. [redacted]'s contract and refunded her downpayment of $1900.00 on April 11, 2014. Again, it should be noted this was well outside of the rescission period. Install America's primary goal is 100% customer satisfaction for every homeowner. Feel free to contact me with any additional questions or comments. Thank you. Kind Regards,