CT Install America

June 29, 2016Dear ** ***,Thank you for the opportunity to respond to the aforementioned complaint, install America had spoken with *** *** related to her concerns following her installation, Project Manager, John G***, was sent to *** ***'s residence on June 15, 2016, to review the
installation and create a punch list in an effort to satisfy the horrower.The Project Manager's list included; caulking issues, insulation installation, and need for cables/knee braces for support depending on the projection of the window, An Install America installation crew was sent to *** *** to remedy these outstanding issues on June 24, This homeowner was Satisfied with her window installation following this visit as per the attached service ticket.Install America strives for one hundred percent satisfaction from all of the homeowners we serve, if there are any additional questions of comments, please feel free to contact usThank you.Regards,Susan W., Safety & Compliance Officer

August 2, 2016Dear ** ***We are in receipt of your letter regarding our customer *** ***Attached is a copy of their contract dated January 30, for a total of $34,677.00, The document clearly states "Home Improvement Contract" and all of the language of the document makes it very
clear it is a contract not an estimateThe contract is also signed by both **and *** ***, The contract also details the Scope of work for said amount, The only wood replacement on the contract included new sheets of plywoodThere is nothing written regarding structural work (i.erafters, beams, etc)There is also the box on the contract checked that "All Discounts Have Been Applied" on the contractIt is not in fine print, but in bold letters which should be obvious to a consumer reviewing a contract for that sum of money,Also attached is a copy of an invoice for the ***'s post their roof installationIt details the specific Work that was completed and the cost associated, The new total was $19,leaving a balance of $7,at that time, *** *** played that balance and signed this copy on 5/31/16.**and *** *** then realized the soffit and fascia was not replaced, I am unaware if they were initially expecting this work to be included or if it was simply an afterthought in the beginning of the process, However, attached is another invoice for the soffit and fascia work for a sum of $8,337,60, This work was completed and eventually paid for on 6/22/16.We are at a loss of how to respond further to the outlandish requests made in *** ***'s complaint to your office, Per the contract all discounts have already been appliedThey originally received the standard *** manufacturer warranty, Due to their displeasure we paid additional funds (typically the homeowner's responsibility) to upgrade and register the "Systems Plus Warranty" through ***, **, and *** *** demanded this to be done before they made final paymentWe met *** *** to exchange their upgraded warranty paperwork for final payment.It is my hope that the facts outlined above were able to shed light on the exchange between **& ***. ***and Install America, We consider their contract paid in full and their warranties in full effect, We stand behind our products and our work, if they find themselves in need of service, we will be happy to accommodate them per the guidelines of their warrantyOtherwise, we look forward to this matter being resolved,Regards,Mike B

April 4, 2017Dear *** ***:We are in receipt of your letter regarding the rejected response from our Customer *** ***I do not have much further to add to rebut her responseHer window order is in production with the manufacturer and should be received in 3-weeksI did communicate with *** *** regarding the slider vspicture window changeWe spoke last week regarding the issueI told her I would get back to her on the question whether the units in question could be one piece or twoI tried her on Friday 3/31/and Monday 4/3/I unfortunately could not leave a message because the voicemail box was full both times.Again, we anticipate receiving *** ***'s window order in 3-weeksAS Soon as they are available to ship we will contact her to schedule the installationWe look forward to delivering a professional installation and product to her.Regards,Mike

The team did a nice jobOther than the time between signing and getting the job started we were pleasedWe understood that we chose a busy time for repairsThey cleaned up every day after the work endedA plus was having the gutters cleaned!

I called Install America office telling them that my basement was floodedthe covers for my drain sprout were installed wrongThe rain down my wall into my basement No one called or came out to see the problemThe office called a week later- July 27,

A young friendly Install America rep knocked on my door one evening while I was cooking dinner He said that his company was doing work in my neighborhood and that they were offering free estimates to the neighbors He noticed that our roof may need some work (which was true) and decided to ask I agreed and we set up an appointment He informed me that the estimate would not take very long at all and that there would be no pressure to purchase anything He said that the rep making the estimate would just take a look at the house and give us a number that would be good for a year
Fast-forward to the appointment The fellow arrived a few minutes late and asked to come inside I asked if it was necessary since we have two dogs, one which must be crated when visitors like this come He insisted that he come inside He had a 30-minute spiel about the company, and then went outside to check out the roof When he came back inside to give us the estimate it was literally the mo

Install America installed a foot bow window in my home on Thursday, June 2, The installers were very unprofessionalThey did not lay anything on my hardwood floors when installing this window until I complainedThey had nothing with them to lay down so I provided them with a plastic drop sheetThey threw that away instead of returning it to meThey argued with other installers on how to properly install the window alsoThey left a mess of nails, insulation, cigarette butts and miscitems out front of the window and on my propertyI complained to the company right after they left that dayThe scheduler, Connor, made arrangements for another installer to come out and fix the window on Wednesday, June 8, at 1pmNo one cameI called the company and they apologized and said that it was a scheduling conflictThe install manager, Mike, arranged for the pre-install guy, Gary, to come out to my home to fix things on Friday, June 10, at noonHe never showed, but

Thank you for the opportunity to respond to the aforementioned complaint I am in the process of addressing any outstanding issues with Mr*** has since our last installer was on site.Related to the bathroom window, there were two balance covers that are on order for Mr***'s window
The will be installed as soon as we receive them These pieces have no functional value in the operation of the window, but rather are for aesthetic purposes to cover up the window balances.We did attempt to clean up any and all debris that was left by the original installer Unfortunately the snow and ice hinder that process a bit We will be more than happy to collect any remaining debris when the weather breaks and the property is clear of snow and ice.Install America takes EPA Guidelines very seriously All of our window installers are EPA Certified Lead Renovators.According to our Pre-job expeditor, it is believed the original window trim around the picture window was damaged prior to the window installation Install America will replace the trim in an effort to satisfy the homeowner at no additional cost.Customer satisfaction is of the utmost importance to us Install America services 100% of their homeowners Please feel free to contact me with any additional questions Thank you.Respectfully,Susan MW***,Safety & Compliance Officer

My name is *** *** I am the new Service Manager for instalt AmericaI am responding to the complaint by *** *** ** * *** which was submitted to you on 4/29/2017.want to assure you that we have been working with the *** family and have made a few offers and suggestions to
resolve the issues that they are having with the *** product that we installed on their home in January of 2016.We stand behind the products we sell and our installation and when we were informed that some of the *** product was failing premature'y we contacted the manufacturer and although a portion of the problem was related to installation the product failure was a manufacturers issue, The *** family worked with us as we tried to galn the support of the manufacturer because they too believed it was a manufacturer defect,When the manufactured failed to stand behind their product install America offered to reinstall the *** and replace any defective piecesWe also offered to install another cultured stone product of their choice if they were willing to pay the differenceThis offer has held for many months but The *** family has never mentioned to us that they would like us to relnstall the *** as we offeredThey were asking for other options or a refund of a portion of their projectThey made it clear at least to me that they did not want to pay the difference between the price of the *** and another cultured stone product,if the *** family would like for us to reinstall the *** we have already agreed to do so and we will fulfill our agreement as mentioned aboveWe simply need that clarification from them.As for the gutter repair, I have a service order for that to be addressed and have apologized for that not being addressed sooner, I will ensure that it is taken care of Immediately,Sincerely, Bruce F*

I had windows done and the gentleman was working on them did a great job I definitely recommended them to everyone

Is anyone having problems with current installations We have signed a contract, and paid a downpayment, with Install America months ago and have had to initiate all inquiries on the status of them starting our installation They were finally scheduled to start the installation this morning and called this morning to cancel and said it would have to be rescheduledWe are not able to make contact with any responsible person within IA who can help to explain or rectify this situation and are very concerned about the status of their business If you are having any similar problems, please leave a post -we so not have a good feelin of where this going Thanks

Great company! Beautiful work!

January 19, 2016Dear *** ***:
We are in receipt of your letter regarding our customer *** ***We have been exchanging voicemails with *** *** the last few daysOur last voice message was left for him after 7:pm last night, and we are currently waiting to hear back
*** ***'s work schedule presents some obstacles for our typical pre-job inspection schedule, but we will certainly work with his availability to accommodate his scheduleOur last message left him with some upcoming available days and times that will hopefully fit his scheduleWe expect to hear back from *** *** today, and should have resolution by the time this letter is receivedThank you for your attention to the matter.Regards,
Mike B

While this company has an A+ rating on the Revdex.com site, their company does not have our respect or confidenceThe salesman representing the company was VERY high-pressure, accepting nothing but a saleWe almost had to request the man to leave after an hour and a half of pressure from many anglesWhile he began nice enough, when my wife declined their offer for undisclosed reasons, the salesman, Matt, tried every way he could to determine WHY she felt uncertain about making a decision to buyI said several times to him that I wanted a few references of satisfied customers that I could contact to verify his claims, he ignored meAfter quoting a price about 66% higher than another company we had bid on the same job, he offered "price reductions" which approximately was in line with our 1st bidThen he said their was money in their allotment for a nearby area whereby we could have an additional $off, leaving a price that beat the competitionThe catch was that we had to commit tonight to get the discounts, after which the price was the 66% higher price if we took even a day to think on itAt evening's end, he asked why we even wanted him to bid on the job if we didn't want to commit on the purchase knowing that he was the low-price-candidate.He said that we wasted his time All this after saying in the beginning that he did not believe in high-pressure salesWhat hypocrisy! He never even left a business card after we requested one saying that he didn't believe the company would be a good fit for us, after allMy wife said that he was insulting and rude, suggesting that she was dishonest with him since she would not disclose her personal reasons for declining his time-limited offer

About months ago, we got a sliding glass door installed which was nothing, but headaches (left a Revdex.com review of this business for this install already)Install America is nonresponsive/slow to respond in resolving issues with my door which have been the following:
-No screen installed initially (resolved/installed)
-Lock stopped functioning (resolved)
-Door is crooked/not lined up properly (not resolved)
-Door was installed upside down (when coming out to measure the door they noted that the door was to open on the opposite side of what we requested)
-Glass is bowing (not resolved)
-Kick lock/Deadbolt stopped functioning (not resolved)
-Screen door doesn't flow properly (hits snags) (not resolved)
Throughout the process of getting these issues resolved, they have not shown up at times they said they would, I would have to call multiple times to get a hold of someone, and most of the time I was given excuses rather than resolutions
A month ago, a sales rep (Megan S***

October 27, 2014Dear *** ***: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 *** *** 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 ***After several services, however, I thought it was best to review the overall installation*** ***'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 *** 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)*** *** 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 *** 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

I checked them out with the PA states Attorney office, division of consumer protection The person on the line looked them up and then said"ohhhhhh yeahhhhhhh you probably want to steer clear of them." They have a LOT of complaints Note that the are A+ on Revdex.com which makes me wonder if Revdex.com should be a C-? Hard to sayI used them at our house and the work was excellent and they stand behind their warranty work without fail I have had three broken windows since their install of large picture windows, four small clerestory windows and two 6' sliders The big picture window break was my fault - I was recaulking after about years and applied too much pressure and the entire window (5' x 7' safety glass) broke As with the other two broken windows they came out and replaced it with no chargeI'm not sure what to do with this company My experience has been pretty steller, but they have a LOT of bad reviews out there - including with the State of PA

My rating is actually zero I cancelled my bathroom project due to misrepresentation of how the project would be done My bathroom needed complete renovation from drywall out, including flooring When the install specialist came to measure my bathroom, I discovered the project would only cover over my existing tile, and no drywall repair would be done I cancelled the project, the technician said he would communicate my wish to with "Julian"He would not give me Julian's direct number Next thing I know my credit card is debited $ I would understand if any order was placed, but to charge an unhappy customer is terrible I will never use or refer this company to any one Also, you can never get a "real" person on the phone If you do, you are told, "this is above my pay grade" and you get transferred to voicemail and no one returns your call

We agreed to a free estimate for a sunroom additionThe Install America rep provided a quote and a deep discount if we signed that dayWe were very clear that the only way we would do the project is by rolling the cost into our mortgageThe contract is also written this way A few days later we received a letter from *** saying we were approved for a loan in the amount of the project at AprThis was not what was discussed We called *** and canceled the loanWe tried contacting Install America and never reached a live person We've lefty messages and have not received a reply
We also attempted to fax a cancellation notice within the cancellation time frame but the fax number provided did not answer We have record of when we faxed
We've stopped payment on the $check and want documentation from Install America that our contract has been cancelled We have no intentions of moving forward

Two weeks ago **'s installation personnel were here to complete the repair however, an in-house miscommunication prevented them from doing so at that time Nonetheless, after the miscommunication was addressed the two gentlemen assured me that when complete the job will be above satisfactory. My brief experience with these two gentlemen has more than renewed my faith in this company. I will advise once this issue is resolved because I understand that a company such as ** does not stay in business as long as they have by just their work alone but also by how they address any dissatisfaction
Regards,
*** ***