CT Install America

Review: I called Install America to come do an estimate for our home repairs. [redacted] came out to do an estimate on June 19th and explain everything the company would do to repair damage on our front room and the roof and exterior of our back kitchen. **. [redacted] said someone from Install America would come out and prop the front porch up by Tuesday June 24, 2014 until all repairs could be made, due to the extent of the damage and danger of the roof collapsing. He promised me and my wife someone would call me that Friday June 20th or Monday June 23rd at the latest to schedule a time that they would arrive to complete propping of the roof on Tuesday and then make future arrangements for the start of the rest of the work. Because of this agreement I signed a contract to have the work done. On Tuesday June 24th when I did not receive a phone call from Install America I called them and spoke to [redacted] who I explained the situation to and he told me he would have someone call me to address my situation. Later that day I had a young gentleman come to my door and give me a handout saying Install America is doing work in my area, I said yes this is the company that is doing work on my property. He said great we look forward to getting it done and then proceeded to tell my neighbors they will be doing work on my home. I took this as a sign they are starting what they promised. I did not hear anything back and no work had yet to be started so I again called Friday June 27th to speak with [redacted] who I was told by **. [redacted], is in charge of the project. I was only able to get a voicemail so I called the Office number and told the receptionist my situation and if I could speak to someone at the office other then **. [redacted] and I just got another voicemail. I waited for either voicemail to be returned with no result. I called back later that day and said I want to cancel any contract I had with them before anything goes through and they try to tag on additional fees, the lady transferred me to a gentleman. I said I want to cancel my contract since what **. [redacted] said Install America agreed to do was never completed. He said he is having trouble finding my paperwork and asked me to describe what was in the contract and who I met with. He said sure no problem, fears arose that this may lead them to order unnecessary products since they did not receive a written cancellation so I called back to make sure it was documented, the receptionist said she can't seem to find my file and assured me she will have someone call me back in fifteen minutes and if she can't get the proper person to call she will call myself back personally. An hour later I called back and the same lady answered, just a lot more rude this time. She told me to hang on and transferred me at 7:00 pm on a Friday at a business that is only open until 5 pm. I spoke with [redacted] who I wanted to find out if everything with cancelling went through and what paperwork needs to be done, he stated well its not that fast and said there's bank fees and he thinks some windows, I stopped him and said bank fees, so the financing did go through. I said why when I call and try to find out where everything is at no one can find my information and I just keep getting transferred and voicemails. He said yeah, all the bank things went through. I asked him to email me the paperwork and he said its an entire book and their scanners down. So my fears were coming true and I said if the financing has gone through maybe we can proceed like normally hoping anything at that time that was trying to be done would be stopped until I could hand deliver a cancellation. He said he could bring out the financing paperwork Monday and take final measurements. Me and my wife went to the office to drop off the cancellation and no mailbox was to be found with no mail drop boxes on any door we seen. So we went out first thing Saturday morning when they opened and spoke to [redacted], we asked him for a financing paperwork and any other documentation they had. He went to the back and when he came back he said he can't find any of the paperwork. Then a [redacted] intervened and wanted to talk with us in his office. The office looked like a tornado with documentation including employment applications scattered on the desk with an employee just hanging out who had to be asked to leave. We stated our concerns to [redacted] and when I asked him his last name he said he would give me a business card and I can take a picture, videotape it do whatever I like. I never got a business card. We gave **. [redacted] our cancellation which he made some notes on saying he is very disappointed and would be talking with these individuals and that no fees would be charged to us. **. [redacted] asked if we are satisfied, myself and wife said yeah only if you can put that in to writing, **. [redacted] asked if he can write it on my notepad and I said no we prefer letterhead. **. [redacted] came back with letterhead and wrote something totally different then what he told us previously, he wrote no fees will be added to [redacted]'s account after June 27th. I said that's not what you just promised and he said I won't lie for you guys. We go to leave and he hands us back the cancellation and said don't you guys need this for your record. We stated no that's a carbon copy and we have the bottom sheet, Install America should have that copy. He said we should keep a copy then takes the form and makes a copy and gives us back the carbon copy.Desired Settlement: Cancellation of contract without penalty due to false and misleading information and not including a start or end date on Contract. They violated Home Improvement Consumer Protection ACT 517.7 Home Improvement Contracts (6). All records having me or my wife's information should be immediately destroyed out of fear it will be used illegally. They violated Home Improvement Consumer Protection ACT 517.8 Home Improvement Fraud.

Business

Response:

July 9, 2014Dear [redacted]:I am in receipt of your letter dated July 1, 2014 in regards to **. [redacted]. [redacted] signed a contract with us on June 19, 2014. The contract was for $24,283.00 with a $5,000.00 down payment and the balance to be financed.Apparently [redacted] was promised that we would be out to his home to start work on Tuesday June 24, 2014, just three working days after the signing of the contract. Unfortunately, because of the size of the contract, it did not go through our financing department until Friday June 27, 2014, Since it was not a net contract, we missed **. [redacted]s deadline of Tuesday.I had a long conversation with [redacted] on or about June 30, 2014. We have cancelled his contract as per his desire. Since it was not a net contract for us his $5,000.00 deposit check was never negotiated at our bank. I mailed his check back to him on June 30, 2014. We have agreed not to charge any fees to [redacted].If you need additional information please do not hesitate to call us.Sincerely;

Consumer

Response:

[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.]

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,

Review: I signed a contract with Install America in September of 2014 for the replacement of windows and doors in my home. We were told the job would be done in 4-6 weeks. A contractor came to take exact measurements of the windows and doors being replaced and told my significant other (who is also on the contract) that he did not know how to measure for the installation due to the type of insulation we have in our home. We were told he would get back to us within a day or two. It has now been almost five weeks and the person we are referred to every time we attempt to call will not call us back. I have tried to call six times now. I have left voicemails and been told by individuals at the front desk that they will pass the message onto the gentleman we need to talk to and that we should hear back within an hour or so. The calls are never returned. I feel the company is being very unprofessional. They promised us that they could do the job, knowing the extent of the job and the type of insulation in our home before a contract was even signed. The salesperson told us he spoke with the owner directly and sent pictures of our insulation to him prior to the signing also. All of our personal information was taken to apply for a loan. Now we can not even speak with anyone in regards to the job or the $18,000 loan we were told we were approved for because only one person supposedly has the answers and he refuses to call us back.Desired Settlement: The first step in the desired outcome would be a phone call informing us of what is happening with the job and details of the loan we were told we were approved for. The second step is to apologize for making us feel as if our business is insignificant to their company. And lastly, I would like them to finish the job as the contract states.

Business

Response:

November 11, 2014Dear [redacted]:I am in receipt of your letter regarding our customer [redacted], [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

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

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

Review: Install America sold me a portfolio, smooth talking me into signing a contract with their company. Once signed, Install America was informed of the date the insurance adjuster was scheduled and they also scheduled to send one of their employee to meet with the adjuster. The representative from Install America never showed up or called to say whether he was to be late or not coming, other appointments were scheduled likewise and same result. Our calls to Install America have been frustrating, and a merry-go-round with no results; wrong information given, calls never returned as promised. We have never given Install America or it's representative any money to begin any work in our property, yet they insist in charging us cancellation fees. Install America insists on charging me for calls made to my insurance company, calls which I confirmed where never made.Desired Settlement: Cancel contract immediately and threats of cancellation fees.

Business

Response:

October 6, 2014Dear [redacted];Thank you for the opportunity to respond to the aforementioned complaint. I have researched this complaint and have found there is no existing active contract for [redacted]; nor are there any outstanding balances. I am not aware of any phone calls being made to this homeowner, but apologize for any confusion.In conclusion, there are no existing contractual obligations between [redacted] and Install America. Please feel free to contact me with any additional questions. Thank you.Respectfully Submitted,Susan W.Safety & Compliance Officer

Review: My husband and I hired Install America to replace a bay window in our home. During the negotiations of the terms, we were offered 6 months of deferred payment from the date the window was completed(Aug 22, 2013). This was the only reason we agreed to go ahead with this project at this time. At the end of October/beginning of November, I started receiving bills from [redacted] to start repayment of the home improvment loan we had through them for the window. Install America had set up the loan with [redacted] on our behalf. When I contacted [redacted] to explain the 6 months of deferred payment, I was informed that such an offer hasn't existed for about 4 years and Install America should not have offered that to us. I have been trying for a week to contact Install America via email and several voicemail messages. I briefly spoke with someone on 11/19/13 who hurried me off the phone, stated he would pull my file and call me back. I haven't heard back and still can't get a hold of anyone.Desired Settlement: Ultimatley, I want Install America to contact [redacted] and negotiate the terms of the 6 months of deferred payment. No payment due until 2/2014. I want them to cover any late fees which I have incurred while waiting for them to contact me and [redacted]. I want to be ensured that my credit rating is not impacted due to the late payments.

Business

Response:

December 3, 2013

Dear [redacted]:

In response to the aforementioned compliant received by your office 11/22/2013, please be advised that we have spoken with [redacted] and have complied with the agreement as per the request on the contract. As of 12/2/2013 she is satisfied with the terms we have extended to her.

Customer satisfaction is always Install America's number one goal.

Respectfully submitted

Review: Removal of a window/Bay window to be installed~ job not completed .. exsisting siding property removed and taken..I have photos and all documents~ Called contractor , with no solution to this issue ...Mailing a letter to contractor /Bank for stop payment &filing complaint with Revdex.comDesired Settlement: Area to be completed or Stop payment

Business

Response:

September 30, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. Install America is currently performing a project for [redacted]. Initially Install America was contracted to cut in and frame a new bay window which included the construction of a new roof. The installer stated that an inspector instructed him to tie in to the footers of [redacted] s house. The installer complied and took all of the siding directly under the newly installed window off so he could tie in to the footers. The installer completed the window installation according to all inspection guidelines, He cleaned up the debris and left the project sight.The installer states the homeowner was happy with the window installation from all indications he was aware of. The difficulty with this project lies in the reinstallation of the siding that was removed to tie in to the footers. The siding is no longer manufactured and cannot be replaced. If would not be aesthetically appealing to try to "match” the siding either in profile or color.John Guigley, project manager; went to meet with Ms, Emrich on 09/26/2014. At this time it was decided that to finish off the area Install America would use soffit material and capping material. [redacted] was in agreement with this plan moving forward and the project will be scheduled for completion.At this point in time, Install America feels all issues with this project have been resolved. Install America strives for 100% customer satisfaction with all of our homeowners. If there are any additional questions, please feel free to contact us.Respectfully,Susan WSafety/Compliance Officer

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:At this point the job is not complete .Discussed a solution with John on 9/26 - received a message 9/30 from Install America (MIKE) they would come 10/13 to fix project also stated this has gone over & above contract that I would have to help with the cost.Returned call & left message same day , As of today no response.As of the comment I made to the workers is true,I was happy at that point. This 2 day project has been ongoing for months, It was finally in place & I was excited - it is a very nice window.They stated they will be back in 2 days to complete the job , they returned and only put shingles on the roof- left project open and undone .The exsisting siding they took down was taken & discarded. There is a solution made- that I agreed on, but Im not paying to help fix it . This needs to be completed & I feel it's Installs responsibility to fix their multiple mistakes on this project. Job not completed & Not satisfied

Regards,

Business

Response:

October 29, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint. Piease be advised that Ms. Emrich's project was scheduled, installed, and completed to her satisfaction. I am attaching the signed Completion Certificate for your review.If there are any additional questions or comments, please feel free to contact me. Thank you.Respectfully,Susan WSafety/Compliance Officer

Consumer

Response:

[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.]

Hello [redacted], I would like to thank you for you taking time to over look this complaint , It has been an experience !! The project has been completed , Poorly & Cheaply...But Im just willing to settle ! Because Im convinced this company has done enough damage to my home & no longer want to deal with them & unfortunately I have to pay them !! I'm not quite sure if I could pursue this much more, So I just want to add I have nothing positive to say about this company !!

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, SINCERELY ,

Review: I have been experiencing problems with my siding since 6/2013 for siding that was installed 11/2008. Before this I had an issue that they came out to repair, I am now also experiencing this same issue again causing water to come in around my back door through the siding as well as multiple other problems. I have had a representative from install america come out to evaluate the siding as well as a representative from the distributor of the siding. Install America claimed in 8/2013 that they were trying to determine whether it was a installation problem or a problem with the materials used. As the consumer I have not had any resolution or call back from Install America. One of the reasons I went with this company was for the 50 year warranty I was promised.Desired Settlement: I would like to have all the damages repaired as well as damage caused to my house by the faulty product/installation.

Business

Response:

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

Consumer

Response:

[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]

Review: [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,

Review: I signed a contract, that was VERY childish in writing. They asked for the money I was given by my insurance for damage from hail. They amount they asked for was higher than I had thought, but I paid it. the work has been about 90% done, and they sent me a final bill, for more than double the agreed price. Trying to scam my insurance, and ask me for more money out of pocket. When contacting the company, they person that was "so willing" to help when I gave her a check, is "never available" now. Both the insurance company and myself have no line item bids, and no idea where the amount came from. They required a deposit of $1802.00 (saying that was 2/3 the total bill) now they say they have no idea where that number came from, and say I picked that number to pay. (strange number for me to pick out of my head)

To date, the work is still not finished. The roof they DID do, is leaking. They have been told, and seem to feel it is completed "to the limitation of the amount charged" (whatever that means).Desired Settlement: I want them to stick to the contracted amount (under $3000) when they asked for the $1802 deposit.

Business

Response:

Sept. 25, 2014To 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

Review: A representative from Install America was scheduling estimates door to door. I made an appointment, indicating I was not definate on any work bein done but would hear what they had and pricing. I had an in home Rep. provide a very long presentation ending with a $6500.00 estimate. I made it clear I could not do that. He continued to offer several options and I explained they were still much more than I aniticipated. He than said he could give me 5 days to think about it and cancel by stopping at the office and signing the cancellation form prior to the end date which I did at the [redacted] location . I also refused to sign any finance forms or authorization to secure financing since I had not actually ordered anything. After going to the office I received a call to let me know my financing had been approved. I was upset and informed them they had no authorization to secure funding and I wanted something in writing to verify this had been cancelled. The response was "it's no big deal". I requested something in writing and verbalized it was a big deal to me. He said ok, I have not received anything from the company to date. I then received a voice mail today, 9/3/2014 indicating a need to set up the pre install inspection. The install inspection on something that had not been ordered, with financing that had not been authorized by a company that had been notified on 2 occasions that this order was not finalized and in fact cancelled per the agreement in the appropriate time frame. This company has questionable ethics and I am very concerned that there is a loan out there with my name on that may be used without my authorization.Desired Settlement: I want something in writing informing me of who this loan was secured with and who I need to contact to verify that it is no longer in place. I want additional written confirmation that there is no pending order on the company records under my name/address.

Business

Response:

Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint, I have reviewed the information related to [redacted]'s estimate. Any and all documents related to this estimate became null and void upon [redacted]'s cancellation signature in the Harrisburg location. There is no financing open for [redacted] at this time. If there are any other questions, please feel free to contact me at your convenience.Respectfully,Susan ** W[redacted]Safety and Compliance Officer Install America

Review: I hired Install America to replace the bay window in my homeNot only did they show up late on the scheduled date (at 11:AM on Oct 28, 2013), but they left early (4:30PM), and, as a result, I ended up having to take a second vacation day to be at my home the following day for them to complete the job
Additionally, the window install was faultyThe two outer windows are unlevel, which is visible to the eye, and the middle window is so tight it pops open when the locks are unlatchedIt takes two people to properly lock all three windowsThe panes have to be held into place for the other person to securely fasten the locks
Lastly, the screens for all three windows are not the proper sizeThey need to be replaced
I called Install America and they insisted on proofThey insisted I send them pictures of the issues for them to send someone out to look at the jobI took pictures and sent two emails with the proof they needed and called them twice to schedule someone to come out and fix the errors
Based on the two vacation days I have already taken, I asked that they send someone later in the day (after 5PM) Mon-Fri or on Saturday so that I do not have to take a third dayThey said they cannot send someone outside of their “normal” hours (10:30AM - 4:30PM; Mon-Fri)I told them not only does their website (http://www.installamerica.net/contact.html) state they setup "appointments made at their customer's convenience" but it also states their hours are 7AM--7PM on Mon-ThurAdditionally, the salesman who originally sold me the window came out to my house on a Saturday
Install America’s resistance to send a contractor out to my house in a time where I can be home without taking vacation time from work is appalling, especially in light of the reason—to evaluate what needs to be done to correct their errors.Desired Settlement: I would like for a qualified contractor to come and fix the issues with the bay window installation in a time I can be home without taking vacation time from workI would like for the repairs to done within the week
Business
Response:
November 20,
Dear **[redacted]:
Thank you for allowing the opportunity to respond to the aforementioned complaintAs the Service Manager, I received a phone call from **[redacted] stating she was unhappy with her window installationShe had several reasons that she was dissatisfied as stated in her correspondence with you dated November 14,
The initial conversation with [redacted] was October 30,I asked if it was possible to send photos of the problematic parts of the window installationThis is a routine request for a Service Manager because a picture is truly "worth a thousand words"**[redacted] agreed to send the photos which were reviewed by the installer and myself as well as the owner of the company.'
The installer stated he had spoken with **[redacted] about the placement of the bay window in the opening of her homeThere are times that homes are not perfectly square and a window installer must make provisions during the installation to accommodate for thisSuch was the case with this installationThere was much more work with this bay window installation than mostNormally it takes one day for one crew to install a bay windowThis installation took one day with crews and one day with oneThis is obviously an added expense to Install America, but was necessary to install this project
Installations are performed during week daysThere are situations where we schedule installations on weekends to accommodate homeownersFollowing the installation complaint, we sent our Project Manager to **[redacted]'s residence to observe the window installationThis was done after PM to accommodate **[redacted]'s scheduleThe Project Manager identified several issues that will be taken care ofWe will be sending a new installation crew to **[redacted]'s residence on Friday, November 29, They will be resolving any and all issues **[redacted] has with the window installationThey have been scheduled at a mutually agreed upon time when **[redacted] has off from work
It Is our number one priority to satisfy every homeownerInstall America stands behind all of our projects and services 100% of its customersI feel confident **[redacted] will be one of our satisfied customers moving forwardPlease feel free to contact me with any additional questions or comments
Regards,
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as long as the replacement window is installed properly and professionally sound on the date promised (Friday, November 29, 2013)
Thank you kindly for assisting in this matterHad you not gotten involved, I do not believe Install America would have responded as swiftly (and possibly, not at all)
Regards,

Review: Provided $588.00 downpayment july 9, 2013 to install america contract which on august 1st 2013 install america representative ([redacted]-project mgr ) and few other representstives stated strictly they do not not do and can not do the work that is written in contract, therefore refund requested at that time. A [redacted]. Gen mgr gets involved around second wk of Sept 2013 promised to process refund after mtg at my home...anfailed to do so. Instead of processing refund, gen mgr remained in persistentsales mode and I declined anyfurther service and requested myrefund ..no work done .no renegotiated contract financial

As stated for reason as stated. Gen mgr has ignored my numerous requests for said refund to date.Desired Settlement: Immsdiate Refund of $588.00

Business

Response:

October 24, 2013

Dear **. [redacted]:

We are in receipt of your Wednesday, October 16, 2013 letter referencing ID [redacted]. Thank you for the opportunity to respond. We have attached a copy of the fully executed agreement between parties [redacted] and Install America dated July 9, 2013 for your review.

This Home Improvement Contract describes the scope of work to be performed on a home improvement project. Please note there is no mention of a "dormer" on **. [redacted]'s agreement. The Additional Information section on Page 2 of the contract reads,

"Expand Roof opening. Pritce includes main house and porch roof (front)."

Install America first heard of the expectation of a dormer as a part of the contract on August 7, 2013, when **. [redacted] was contacted for a prejob inspection by the Project Manager. As a result of this conversation, our Sales Manager, [redacted], met with **. [redacted] at his home to discuss the additional cost involved with an additional project such as a dormer. The additional cost for the dormer project is $4950.00. At this time **. [redacted] not only refused to pay for the additional project, but also requested we cancel his contract in its entirety and refund downpayment monies.

This request was made in excess of the 72 hour right of rescission and therefore the legally binding contract remains in force. Install America has also incurred administrative costs in the facilitation of this contract. We respectfully request our right to complete' our fully executed contract with **. [redacted] and are ready, willing, and able to fully execute said contract. Please feel free to contact us with any additional questions or comments. Thank you.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Unfortunately, the representative of install America is providing ficticious information -that is, this is the first time I heard of any costs other than what I have presented.

I am extremely disappointed Install of America took a route of intentionally lying in order to avoid accountability for returning the refund I have requested with out of court assistance.

- For example, I never met with anyone from install America to discuss costs for completing any work other than the contract in my initial complaint. Therfore, I am confident this story is false and their answer only sets for more difficulty in resolving this matter. It also forces me to prepare for having take more legal action.

Review: We purchased windows from Install America to replace all of our existing windows (in all) in February At the time of the sale, we purchased a higher grade widow so that we could obtain more cost savings in terms of heating and cooling costsThe windows were installed in March Within about a month or less, the largest window in our family room began leaking (water was actually coming in to the house)There were several service calls that the Company responded to and there were numerous attempts to fix the windowIn that same year, we had a roof installed in the back of our house that protects the window so we are not sure if that has fully been resolvedIn addition, after our roof was installed, we began seeing water coming from under the siding of our house and on to our deck and accumulating around the bottom of the back door of the houseWe asked our contractor to come out and look at the roof as we thought this was an issue with our roofHowever, in looking at the window, he determined that the window was not installed correctlyWe had Install America come out to fix the windowTheir resolution was simply calking the window which did not resolve the issueAfter not seeing any change in our cooling and heating costs, we were paid $because the guarantee that was promised when the window were installed relating to how much we would save was not metWe asked Install America if they could look at our windows because we believed that they had been installed incorrectlyWe did not have any leaking issues with our old window which were awful but we started having problems with the new and improved windows! They sent a gentleman out who looked at the window that was leaking on to our deck and he promptly said that the windows needed to be re-installedBasically, all of windows were installed incorrectlyWe began the re-installation process in 2013, years after we had purchased the windowsSome of the windows were re-installed and we were told that the rest would be installed at a later timeWe needed to contact Install America to have them come back out again in early to continue the re-installation processWhen they were re-installing the largest window in our house, in the family room, which was the same one that was leaking shortly after it was installed, they found that there was no insulation put in above the window at the time it was installed which would explain why we were still cold and our heating and cooling bills showed no improvementWe still have two windows that need to be re-installed and we recently contacted Install America to remind them that these needed to be doneWe still have not heard back from them as to when they can completed these last two window re-installsIn addition, the window in the back of the house that was supposedly fixed when it was re-installed is leaking againThere is water coming down behind the siding and pooling at the base of the doorIn addition, because the water is pooling on the deck, there is water that in coming in to the houseThe carpet by the door is wet and the wood by the door is expanding because it is wet and it is hard to open the door
Where as we appreciate the fact that Install America has agreed to re-install the windows, it has not taken a year to have the windows re-installed and they still are not all re-installedIronically it only took them a few days to rip out our old windows and install the new ones incorrectlyBut it has taken a year and we still haven't had all the windows installed correctlyWe are now dealing with water coming in to our house as a result of the window on the second floor leakingWe also appreciate the $refund for not meeting the guarantee but we have been dealing with window issues for 1/years nowOur thought process was the investment we would make to get better quality windows would be made up by the savings we would see as a result of lower heating and cooling costsThat hasn't been the case for the past 3+ yearsSo in the long run we saved nothing and the company guarantees that these windows will improve heating and cooling costsMaybe if they had been installed properly the first time they would haveHowever, since they weren't installed correctly initially, we have needed to repeatedly call to remind them that re-installation work needs to be completedFor a company that supposedly prides themselves on customer service, I find it hard to believe that we need to call them to remind them of what they need to do to fix a problem that we did not createThe people they sent to install the windows did a subpar jobIf anything, I would hope that they would be proactive and want a quick resolution to the matterInstead we have dealt with numerous service calls to try to patch problems with the installation only to need to re-install the windows which in a year's time has not been completed.Desired Settlement: First and foremost we would like the work completedSecond, we would like some type of refund of part of the costs of the windowsWe paid for the windows in order to save on heating and cooling costsThat has not happenedIn addition, we are now seeing water coming in our back door from a window that was supposedly repaired and will likely need to fix this issue because of a window that was never properly installed or repairedAlso, there is no reason why we should have to continually contact Install America to remind them that the re-install work remains to be completed on these windowsIf you have come out and completely reinstall the windows, that is not rightI am fine with paying for the windowsI am not fine with paying for the labor related to the first installation which was completely wrongI believe we should at least be refunded for the labor involved in the first installation of the windowsWe have been trying to fix the initial installation issues for 1/years now
Business
Response:
October 27, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaintThe following is Install America's response:1)It is true that Install America ran a special on energy savings pledge during one period of timeThe homeowner would have to prove that there existed no disparity between heating and cooling bills prior to a new window installation and following a new window installation to be in compliance with the pledgeInstall America is obviously confident in our window installations.In the past years, I only know of one time that a $payment was made to a homeowner.I do not doubt that [redacted] received a $payout if he states this is so, however.2)Window services were made each and every time any type of issue was reported by the [redacted]After several services, however, I thought it was best to review the overall installation[redacted]'s window installer for his original window installation was in the trade for over yearsHe installed thousands of windows for Install AmericaThe feedback I received for my service technician was that the J channel around the vinyl siding looked knicked up and the window installation was not aesthetically as good as it should beAdditionally, any cracks in j channel can be conduits for water, hence leaksDue to the fact that the [redacted] were inconvenienced on multiple occasions and were very nice people, I wanted the best "capper" to resolve these issues.3)Wes was sent to correct the issues with the window projectHis feedback was that the windows should be pulled and reinstalledNote that this is not because of a faulty window installation, but rather aesthetic reasonsThe windows had to be pulled out because of the way the trim coil was bent to accommodate themThe windows were then recapped and brand new J channel was providedEverything was then recauiked and sealed.4)[redacted] is 100% correct when he states the window reinstallation took a long timeI chose to have a particular installer rather than service technicians work on the projectUnfortunately it is very difficult to get Wes for any service capacityWes is strictly on new installations, hence, the time issueAlthough not as timely as I prefer, I did not consider this reinstatlation to be emergent because it was based on aesthetics rather than any emergent issue.5)While Wes and Dan finalized the reinstallation, they did attend to a leaking windowThe corners of the j channel were not sealed properly and the water was running into themIt is important to note, however, that the rubber roof that was addthe-property at some point, has no ice and water or counterflashing on itThis will most definitely create a wall leak behind the sidingAll rubber roofs must have some sort of underlayment material to stop water.Water will inevitably manifest at the windowsIt always follows the path of least resistance.The windows are heavily sealed to prevent this, but the plywood sheathing under the siding wilt be at risk and caulk does crack over time.I hope the [redacted] are content with the way their project looksI placed the best man for the job on this projectInstall America will always be available to service their projects, however, I am apprehensive about the feedback both men gave me about the rubber roof extending inches down the wall with nothing under itIf there are any additional questions or comments, please feel free to contact meThank you.Respectfully,Susan WSafety & Compliance Officer
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Review: [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 companyAs 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 themMsW[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:I am sure that as an employee of Install America there are ways in which MsW[redacted] could have seen that we were provided a $paymentWhen we submitted for the payment, we were told that generally, customers need to provide more that just their electric bills to receive the $payment but that they were just going to cut the checkThis 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 MsW[redacted] put it in her responseMsW[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 caseThey may very well have installed thousands of windows very well however; they did a very poor job on our window installationIn addition, when MsW[redacted] states that "after several service calls, she thought it was best to review the overall installation," she is slightly misspokenMsW[redacted] and I spoke about the VARIOUS concerns we had after multiple service calls related to the windows.MsW[redacted] asked me to provide her with a list prioritizing our concerns related to the windowsIn a memo dated October 7, 2013, which I faxed to MsW[redacted] and have a copy of, I stated:"What we are most concerned about is whether or not the windows are properly insulatedWe 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 costsWe did not see what we were guaranteed and we did, as a result receive a $refundHowever, our windows were installed in If we did not see the cost savings we were guaranteed, I am sure the savings we are missing out on far exceed the $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 insulatedThe technician they sent out looked at one window on the second floor and a window on the first floorWhen he looked at the window on the second floor, the window was closed and lockedHe 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 windowHe 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 houseAt that point, he stated that he was going to recommend a complete reinstallation of the windowsWes did not recommend the reinstallation, the initial technician that was sent out to look at the windows because we requested it, recommended the reinstallationIf 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 natureIn addition, when the largest window in our house (which spans 1/feet in our family room) was pulled, Wes and his assistant stated that there was no insulation above the windowMy wife was here each and every time these men were here and they were not shy about stating what was wrongAlthough we cannot prove that this was said, there should be some documentation somewhere at Install America to this factThis again lends itself to a more than "aesthetic" reason for the reinstall being doneThese windows were not installed correctly to begin withMsW[redacted] states that the windows were pulled out because of the way the trim coil was bent to accommodate themThis again would lend anyone to conclude that this indicates a problem with installation rather than "aesthetic" reasonsInstall America chose Wes to perform the reinstallation of the windowsIf 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 believeWith a company of this size, the fact that they have only one person that can be recommended for accurately reinstalling windows is somewhat concerningI am sure that they could have found someone who could have completed the reinstallation in a timelier mannerIn addition, the fact that MsW[redacted] emphasized in her response that she did not consider this to be an emergent problem is sadAny time a customer has a concern, they should not be made to wait to have their concerns addressedRegardless of whether situations are emergent or not, they should be addressed as quickly as possibleThe Company touts their commitment to customer satisfaction but apparently that only relates to emergent issues and nothing elseMsW[redacted] states the following, "While Wes and Dan finalized the reinstallation, they did attend to a leaking windowThe corners of the j channel were not sealed properly and the water was running into themIt 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 itThis will most definitely create a wall leak behind the sidingAll rubber roofs must have some sort of underlayment material to stop waterWater will inevitably manifest at the windowsIt always follows the path of least resistanceThe 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 installedHence the first service call to fix the leakAfter receiving MsW[redacted]s response dated October 27, to the Revdex.com, we again contacted our contractor regarding MsW[redacted]'s comments on the rubber roofHis 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-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, etcIt 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.comBut again, they did notAnother example of the lack of attention to customer satisfaction and their dedication to their customersRather 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 windowsWe received many compliments from neighbors and friends on the windowsOur concerns related to how the windows were installedWe 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 installationHowever, 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 AmericaIf 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 doneIn addition, the amount that they are paying for the initial installation, which is part of the cost of the windows themselves, is well worth itHowever, regardless of how Install America spins it, our windows were not installed correctlyWe 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,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 years of having the windows (windows were installed in March 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 installedNor should the customer need to contact Install America to remind them that the reinstallation needs to be completedOur initial contact regarding the windows was in October which was when Wes was initially sent to begin the reinstallationI sent another faxed memo to MsW[redacted] in April reminding them that the reinstallation needed to be completedI again had to contact her via a faxed memo in October to have the final two windows reinstalledAgain, 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 natureAgain, customer service seems to be a priority for certain customers and not others.Again, we have appreciated working with MsW[redacted]; however, we have lost all respect for Install America and their supposed commitment to customer satisfactionIn 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 themRest 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

Review: Install America has failed numerous times to deliver the product (fence) and install to our specifications. This company on two different occasions have had discrepancy in the amount of fence that we were to receive. The installer and the sale person had two different measurements. This was brought to their attention for correction. Just to be told some of the materials were incorrect and they needed to return them. Then, we were told on the day the fence was to get install it was the wrong type and height of fence. We live in a association neighborhood and their materials have been laying on the side of our house for over a week. We explained to this company that we cannot have this outside of our home. We have told them by telephone that we were dissatisfied with their service and asked them several times to removed the products from our property. We also advised them not to reorder any materials because we do not want their service. We feel this company is trying to push this wrong fence on us.Desired Settlement: We want the fence materials removed from our property . We do not trust these people to give us the fence that we want. We want this company null and void contract because it has way too many disparities in it and most importantly, they do not show the professionalism that we expect from a company. The sale person was arguing with us on the telephone!

Business

Response:

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

Review: On 8/25/14 an install america salesman came to my home to talk to me about my damage that was done to my home due to the hail storm . He continued to be very overly persistent on listening to him and what he could do for my home without me paying any money out of my pocket from my insurance company ( which I called in a claim to get my damage repaired) He continued to verbally tell me that he would need me to sign this paper to give install america permission to speak with my insurance company on my behalf an negotiate more money from them to other damages he claimed to find at my home which actually weren't really hail damage but wanted to lie to the insurance company to get me more money and told me to be hush hush . The sales person never told me I was signing a contract that I would be locked into and couldn't back out of . That was never discussed . He would really not leave my home until I agreed to sign this paper and after I signed it he just left immediately . So after he left I was feeling overwhelmed and totally confused and emotionally harassed. So I received a call about 2 weeks later from install america saying they were coming out to begin work at my home .. I was totally stunned and suprised and said to them for what are you talking about . I proceeded to tell them that I didn't know what they were talking about . They said well you signed a contract allowing us to do the work at your home . I told them I most certainly did not . I said your salesman told me I was signing this paper to give install america permission to call my insurance company ... That's it... So on 9/22/14 I received a letter from install america stating I owed them over $2000 for backing out of my contract that I signed which was not told to me by the salesman . So I called them and the associate on the phone was completely rude and ignorant .. She told me well lady you signed a contract .. End of story .. She said .. She didn't want to hear anything I had to say about the salesman who misrepresented this company just to get a sale .. And she proceeded to tell me they are now going to put a lien on my house if I don't pay the the money ... And when I asked to speak with the owners she told me I couldn't talk to them but to have my lawyer contact them going forward . I would never recommend this company to anyone ever !!Desired Settlement: Termination of this so called contract I signed even though I believed it was for something else as I was verbally told it was by the salesman

Business

Response:

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: Install America came to our home to show us windows and to discuss them being installed. We were going to say no because I had just received back surgery and the payment was to high. They said they could make payments at $130.00 but when payment came it was $160.00. They also said they could defer payments till March of 2014 but we got our first bill in December of 2013. When I tried calling them to ask questions I just got a run around. they were supposed to contact us to work it out but they stopped contacting us. They tried one time to find a different bank but that did not work and then they stopped contacting us.Desired Settlement: If they could refund Dec. Jan. and Feb. payments of $160.00 per month I think that could be a fair outcome.

Business

Response:

4/16/2014Dear [redacted]:Please accept the following response to the complaint filed by **. [redacted].After investigating **. [redacted]s complaint, and having spoke with him on Wednesday April 15, 2014, Install America has agreed to reimburse **. [redacted] 480.00. This payment represents the 3 month deferred payment of 160.00 per month that he has requested. **. [redacted] expressed his satisfaction and has agreed that this gesture has brought this matter to a close.Regards,

Review: At initial meeting, we were promised that our payments would not start until August after informing the representative that we could not afford another bill at the current timeAlso we were told the payments would be $a month at 1.5% interest rate per monthThis plan was authorized over the phone by [redacted], the financial advisor, while it was on speakerphone so we were able to hear the whole conversationThe company came and installed the windows for us after which they gave us the financial papers on the workThe financial contracts they wrote up for us had the payments started in March instead of August and the payments were for $a month as opposed to $a month we were quotedFor some reason they said the contract was declined and they had to search for another loan companyWhen they found another loan company to accept the contract the payments went up to $a month at a higher interest rate of 23.989% per month and started in AprilSo again this went against the original contract and all of this happened after the windows were installedWe also had a six-month deferment on payments which changed to six months interest freeHad we been informed of these changes in the contract before the windows were installed, we would have never gotten them doneWe feel this is very shady business practices in order to try to sell a product.Desired Settlement: We would like the company to honor the original agreement, $a month starting in August at the lower interest rate of 1.5% a month
Business
Response:
4/20/2014Dear [redacted]:Please accept the following response to the complaint filed by **[redacted]:After investigating **[redacted]'s complaint, I spoke with the following Install America staff: Sales Representative, [redacted]; Installation Manager [redacted]; and Finance Manager, [redacted]I truly believe that Install America has pursued every option available to us in an attempt to accommodate **and [redacted][redacted]'s request to obtain different financing.A(l financing options were clearly communicated to the [redacted]'s**[redacted] and **[redacted] had several conversations with the [redacted]'s and presented them with the two best optionsOn February 14, 2014, **[redacted] met with **& [redacted][redacted] to present to them the finance agreement that they had agreed to during their phone conversationI have attached a written statement from **.[redacted] for your review.We at Install America hold customer satisfaction as our number one priorityPlease feel free to contact us with any additional questions or commentsThank you

Review: My husband and I were contacted by Install America to have a salesperson come to my home to give us a quote on our windows in our home to be replaced in Feb. of 2014. We set the appointment and had a salesman come to our home to give a quote for the windows. While the salesman was in our home we made it very clear that we where just looking for a quote to get an idea of the price for replacing our windows because we were planning to replace them around October 2014 or later (in 2015) for financial reasons. When pressured to give an answer as to why we wanted to wait so long, we told the salesman that we needed to clear up some outstanding debts first before spending the money that we did not yet have to replace our windows. We had some outstanding debts that were going to be finished, but needed to wait until those debts where freed up or we would run into a financial situation of not being able to pay for another debt.

In response to our financial concerns and our need to wait, the salesman promised us that he would get us financing with a 6 to 12 months deferment. With this promise and our explicit added concern about getting the deferment at all which we were told that we will get, we agreed to have the windows installed sooner, i.e. April 2014. We signed the contract and financial agreement.

About 2 weeks later My husband and I received a contractor credit card in the mail that did not include any terms to loan that we applied for. We received no confirmation or paperwork from Install America nor a phone call from Install America's financial department nor from the salesperson who came to our home of any of the financial arrangements or conditions. At that time I called Install America with concerns over the terms of the loan. I was told that she was not approved for the 12 months deferment but was approved for the 6 months instead. That was fine.

Installation for all but 1 window was completed the 1st week of April. One of the basement windows were improperly ordered and had to be changed and reordered. The last window was completed May 14th which was a full 5 weeks after the original installation. The 1st installation contractor left a mess in my basement and didn't tell me that he broke my j channel on my front door molding.

The week of May 11th Sean and I received our first loan bill that was due June 1st. I called Install America to inquire and complain about receiving a bill so soon and especially before the last window was installed. During the week of the May 11th Install America made the appearance of attempting to resolve the billing issue. They made some excuses and then informed me that the terms that I was given by the salesman was not correct and that they were sorry for the confusion. After a week of argument with Install America, Install America agreed to give 2 months payments to us to make amends for the financial misrepresentation. My husband and I were not happy with the offer of the 2 months payment but we did accept it and have left the issue to rest. We did receive the 2 months payments and made good use of them by paying the 2 months payment on the windows loan. At this time we decided not to pursue this issue any further and just promised ourselves that we would never purchase anything else from Install America.

On August 11, 2014 Martha received a call from Install America with the concern that promised work was never completed. I told the woman then no, she asked if there was a door or window. I told her about the last window that was installed later than the rest. We purposely left one of our windows un-replaced and was never part of the original agreement to replace our windows but the installers were to cap that window. Which was never done and we paid for that service. We were told by the contractor that it was better to just paint and caulk the window instead. She had asked if she could send a salesman out to my home to give a quote for the leftover window and garage door. I told her no, that we would never have work done by them again and told her why. This person from Install America promised that she was going to inquire into this and get back to me the next day. During this conversation I was told that my original salesman was fired and was no longer with the company. The next day this same person called me back and told me that Install America would like to make amends and asked if they can send the sales supervisor out to my home. We made arrangements for him to come on Saturday August 16, 2014. On August 14th, I was called by the supervisor who asked if he can send one of his salesman over that evening. I told him that my husband was not home and wouldn't be until Saturday and that this was best to be discussed then. I was assured that it will all be taken care of by this other person, so I said ok.

This new salesperson came into my home completely unaware of my situation and had no idea that he was dealing with a very angry homeowner. He was expecting a sale but left with nothing but an earful. I was expecting Install America to make amends to the wrong that their salesman placed on us. We were apparently only verbally promised a 6 to 12 months deferment and it was never written into the sales or financial contracts. I was also told that the salesman with Install America were no longer permitted to promise any deferment unless it came out of their commission or pay since at least 2013. I was told on August 14th that for My husband and I to get the remainder of the 6 months deferment that we were promised we would have to enter into a new contract with Install America to have the remaining window which is a $3500 window and the garage door that was $1500 installed.

Install America, how dare you ask us to spend one more dime on your product! You promised us a 6 months deferment not just once but twice, one by your salesman and the second with your financial department when I called about it before the install. Verbal agreements to a contract are binding agreements and we were made verbal agreements 2 times by 2 different people in your company. I will never recommend you to anyone and certainly will never call on you to purchase another product from you again. After thorough consideration, I have decided to make this complaint so that other consumers can be aware of your shady sales tactics and practices. Thank you so much for wasting my time the other day, it truly was not a highlight of my day.Desired Settlement: I honestly don't know what we want from Install America. An apology is not good enough. I would like to have the remainder of the 6 months deferment paid to us without us without us having to enter into a contract for more products to be installed. The remaining amount is $817, I would like $15 dollars for what it cost me in the late fee in picking up my preschooler the day that your salesman, Jim Bedford came out and caused me to be late in picking up my child. I would like to have my 2 hours back from the other day when Sergio (another salesman) came out to sell me more window and for wasting my valuable time. I would also like to have the 5 or so hours of phone calls and cell phone minutes that it took to try to resolve this issue both in May and in August and the cost and inconvenience of having to clean up after your contractor. Other than making amends to me and my husband regarding this issue, I really never want to hear from Install America again. I will only contact you if there is a warranty issue and nothing more.

Business

Response:

September 2, 2014Dear [redacted]:Thank you for the opportunity to respond to the aforementioned complaint I have reviewed the [redacted] project and documents and respectfully submit the following response:• Review of both the Install America Home Improvement Contract and Finance form do not reflect any deferred payment. These forms are attached for your review.• A Completion Certificate was signed by the homeowner which states (2) "'property improvements have been completed in general accordance with the contract or cost estimates" and (5) "I (we) have made the final payment to Install America's mechanic or have made arrangements with Install America's home office and both parties are in agreement and it is in accordance with the contract".• As a gesture of good will, Install America sent a $440,00 homeowner rebate check on 05/30/2014.• A service was performed on 06/25/2014 to repair the cracked j channel/trim work for the homeowner.It is important to note that Install America strives to satisfy 100% of our homeowners with ourexcellent products and services. Please feel free to contact me with any additional questions.Respectfully Submitted,Susan WSafety & Compliance Officer

Consumer

Response:

[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]

Review: [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,