CT Install America

My roof was replaced by Install America and a roof leaking issue was first reported to Install America more than four months agoEmployee of Install America came to my house to inspect and recognized the leaking issue, and said they will assign someone to repair itHowever, no any single one shown up on the scheduled dateI called to Install America and left message multiple times for the past several months for the issue, but they did not come to repair it yetMy family have been suffering storm and rain in the past several months

[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]
Complaint: ***
I am rejecting this response because:
We've been working with this company in regards to hail damage to our home since end of summer They've have delayed service, no called no showed, provided incomplete service and we've coaught employees lying about the time they spent at our home workingThey've ruined personal property inside our home because of not taking the necessary precautions to safeguard our belongings by using drapes and cloths before starting work, and have not cleaned up after they were finishedAfter months of arguing and fighting about the length of time it is taking ot make repairs to the interior of our home, I finally called on 2/3/15, after an electrician was a no call no show and I had aranged for a family member to be at my home for the day, and advised the company that I wanted them to finish the outside of the home only, what was left to be done and that I no longer wanted them inside my homeI spoke with Jim Miller and advised that our home has been torn apart for weeks and that the constant delays, with no notice were unacceptable not to mention the horrible quality of work that had been done so far and the falsification of time workedAt this point we are waiting to see if they provide an accurate estimate of work done to date and leave us with the remainder to attain workers on our own to complete the jobThis is the second complaint that I have made against this copmany and the first time was simply quietedTranslate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want a detailed and itemized statement of charges so that we can close the calim with them and I want them to finish the work on the outside of the home so we can be done with them!
Regards,
*** ***

I am in receipt of your letter regarding our customer *** ***Mr***'s letter is accurate in recounts of the dates and particulars regarding his project with our companyThere were some extenuating circumstances with his project (i.escope of work, heights, conditions, etc.), but none
the less his project is overdue to be completed.His project will be completed as of end of business today August 13, We appreciate Mr***'s patience and apologize it was not done soonerRegards,
Mike B*** Install America

We had our roof done November 20, The dumpster was to be delivered on the 19th, it never arrivedOn the 20, one member of the crew was here before I left for workThey replaced the roof but did not replace the ply wood we were told would be replaced when the person inspected the attic before handThe crew damaged my bistro furniture and some of the shepherd's staffs in my front gardenThey also left black tar paper marks all over the siding and cement walls of my house! When I returned home, in was asked to sign something that was microscopic and unreadable on the supervisors cell phoneI never received any paperwork as to what it saidThey left nails in my yard and drivewayI also had to clean trash that they left in my yardWe contacted the company directly and told them all of thisThey sent a guy to the house, but all he said was marks would wash off, meaning I need to clean up their messThey said that they would compensate us for the damaged furniture that was over a month agoWe have received NOTHING and haven't heard another word from themI WOULD NOT RECOMMEND THEMI am guessing we will need to clean our house and eat the cost to replace our furniture for what we paid to have them do the job, it is extremely disappointingOne last thing, the dumpster was parked in the middle of our drivewayIt was to be picked up on Wednesday, but was not picked up until good Friday, November that was annoying tooWe had to drive around it in the yard and tear the yard all upWe did not have a very good experienceThe person they sent kept saying it is not normally like this, but it was for usOverall, I question the quality of the roof since not much of what we were told was true

We hired Install America to put in windows on our top floor, a new slider, and new storm doorsOn July 20th they came and installed all the windows except the bathroom and doors (they did not have the bathroom one or the storm doors but they did have the slider which they asked if we could store in our garage because they wouldn't have time to put it in that day, even though they only worked until around 2pm)When they left they said someone would contact us when the other items came inWhen my husband came home that day he was NOT happy with the job, particularly on the outsides of the windows which they left looking awfulHe called the install manager and was told to take pictures and send them to himMy husband did that but didn't get any responseWe did not hear back from anyone to finish the job until the middle of August when we scheduled them to come in on Aug 27thMy husband took the day off from work and nobody cameHe called the install manager mid-morning who he was

Warning do not use this company Started my roof when they were told Not to if they couldn’t finish the job before the two snow storms hit They guaranteed it would be completed by end of day .They removed all the shingles put on the cloth/paper no shingles Now my roof is covered in snow for how long I don’t know Not happy at all Wish I would have never used them

At approximately 7:pm on June 11, I received a very loud knock on my doorThis excited my dogs and significantly disturbed my week old newborn twins (causing them to cry)I come to the door as soon as I can and see no oneI open the door and there is a door hanger from “Install America” with the name Quentin written at the topThis disturbance (knocking and door hanger) was inappropriate and unethicalI feel as though this was illegal solicitation

September 2, Dear *** ***:Thank you for the opportunity to respond to the aforementioned complaint I have reviewed the *** 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 paymentThese 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,homeowner rebate check on 05/30/2014.• A service was performed on 06/25/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 servicesPlease feel free to contact me with any additional questions.Respectfully Submitted,Susan WSafety & Compliance Officer

Great management with JulianProducts they use are wonderful alsoWorkmanship with door replacement and kitchen refacing was great Also, Glen and his team couldn’t be beat with the granite workFlooring workmanship could use some tweaking Overall good experience

Guys sat in truck from 8am till a little after 9am till they got started only took two days but I have yet to receive what they forgot to put in to cover up holes from the factoryThe gentleman that came to measure before the install doesnt know how to read a tape measure

[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]
Complaint: ***
I am more so questioning this response rather than rejecting it because I still do not understand why I am paying $1,for something this company brokeI would like Install America to explain and provide a written quote for what exactly the $is covering and who the certified electrician will be coming to my home on Wednesday, as I was not given that informationI was told over the phone that the $1300 had something to do with my electrical service not being up to codeThe electric line in question has been in place for over years at this home, so if it had not been broken all would have been fineI feel frustrated with this and am a year old man, I have a difficult time hearing on the telephone and sometimes forget to ask questionsIt would be easier for me to have things in writing
I am thankful that they will be out on Wednesday to correct their mistake but am worried as to why I am paying for thisI paid through my homeowners for the roof repair, which is what I signed a contract forI will not sign a completion certificate on Wednesday until I receive the information I requested and am comfortable with the answerAfter the phone call I received, I tried calling back to ask further questions but still can never reach anyone on their telephone numbers
Regards,
*** ***

Katie S***
11:AM (minutes ago)
tome
*** ***,
I wanted to let you know that no one has come out to my house to evaluate my siding. A third party *** *** has been in contact with me and I have sent the information he has requested as well as been in contact with him since
May with no one coming out. I have been told by Install America that they have been trying to have a third party review the siding since 8/I can send you all correspondence with him if you need it
Thanks
*** ***

terrible customerservice.made many calls to them and they dont repondthe window is leaking glue and they dont care tthey got there money and dont stand behind their workmanship think twice before you buy from themthey talk a good job but dont be fooled every thing the sales person told me wa b/s

[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]
Complaint: ***
I am rejecting this response because:At this point the job is not complete .Discussed a solution with John on 9/- received a message 9/from Install America (MIKE) they would come 10/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 pointThis 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 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 & discardedThere 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 projectJob not completed & Not satisfiedRegards,
*** ***

Dear *** ***Thank you for the opportunity to respond to the aforementioned complaint, Install America's response is as follows:This writer spoke with Jim M***, Insurance installation Supervisor, related to *** *** issues with her projectApparently *** *** had new gutters installed, but
existing downsprouts were to be usedThe newly installed gutters appeared to be fine according to ***The existing downsprouts were a bit loose and will be readjustedThe windows that were replaced were very difficult to removeThe caulking that was existing was smeared on thickly and ununiformly making it very tough for the installers to get offAdditionally the caulk had been painted over whereby compounding the problemIn order for the window installation to be stellar, the existing caulk had to be taken offWhen taken off the areas that had been painted over now showedA crew will be sent back to touch up these areasIt is important all voice mails left on the corporate phone line may not get to the appropriate individualsOur apologies for any unreturned/missed phone callsCommunication is very important to usInstall America services 100% of its valued homeownersWe stand behind all of our projects and look forward to a continued business relationship with all of our customersPlease feel free to contact us with any additional questions or commentsThank youRespectfully,Susan W***Service/Safety/Compliance ManagerInstall America

4/20/Dear *** ***:Please accept the following response to the complaint filed by ***:After investigating ***'s complaint, I spoke with the following Install America staff: Sales Representative, *** ***; Installation Manager *** ***;
and Finance Manager, *** ***I truly believe that Install America has pursued every option available to us in an attempt to accommodate **and ***'s request to obtain different financing.A(l financing options were clearly communicated to the ***'s*** and *** had several conversations with the ***'s and presented them with the two best optionsOn February 14, 2014, *** met with **& *** to present to them the finance agreement that they had agreed to during their phone conversationI have attached a written statement from **.*** 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

June 5, Dear *** ***:
Thank you for the opportunity to respond to the aforementioned complaintThis writer contacted *** *** *** today, regarding his correspondence, *** ***'s repair to his power line is scheduled for Wednesday, June 10, with a certified electrician
*** ***'s repair will cost $1,(one thousand three hundred dollars), which will be paid for by *** ***.Install America was unsure, how *** *** was going to choose to move forward regarding the repair of his power lineThis writer confirmed his choice for the repair today curing a phone conversation, *** ***'s home improvement project is complete end he is satisfied with said project*** *** will be signing a Completion Certificate on Wednesday, June 10, when his power line is repaired, *** *** verbalized no outstanding issues as of the phone conversation todayInstall America strives for one hundred percent customer satisfaction, if there are any additional questions or comments, please feel free to contact us, thank you,
Respectfully,Susan WService Manager

October 29, Dear *** ***:Thank you for the opportunity to respond to the aforementioned complaintInstall America's response is as follows:
1) Install America and *** and *** ***, hereinafter referred to as "homeowners” entered into contract on July 12,
The contract was later revisedThe revised contract is dated July 31, Both contracts are attached for your reviewInstall 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 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 projectAt 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 wellCharlie D*** who was the sales representative for the homeowners, visited with them and pointed out the footage and height the homeowners were contractually obligated forThe resolution was that the homeowners agreed to the feet of fencing but the height would be changed to foot high fencingA 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 siteOn this occasion, he was told by the homeowner she does not want foot high fencing as ordered, but rather foot high fencingThe installer was asked to leave by the homeownerSuperior Plastics was prepared to deliver the product which again had to be cancelledIt is noteworthy to mention that every time an order is cancelled, whether delivered or not, a 20% restocking fee is chargedInstall America now has two (2) 20% restocking fees, and full days an installer has not worked, as well as two days of installer chargesIn conclusion, Install America is patiently waiting to hear what the homeowners' intentions are regarding their project and their contractual obligationInstall America's main focus is 100% customer satisfaction for every project we accomplishPlease feel free to contact me with any additional questions or commentsThank youRespectfully,Susan WSafety & Compliance Officer

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 siteRelated 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 iceInstall America takes EPA Guidelines very seriously All of our window installers are EPA Certified Lead RenovatorsAccording 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 costCustomer 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 youRespectfully,
Susan MW***,
Safety & Compliance Officer

Install America stands behind every product and installation we contract for.  [redacted] had complaints from the initial install.  Our branch manager visited her, and agreed with some service issues were present.  As a policy, we send our installers back to correct their...

mistakes.  Per Ms. Ford's letter, she feels they did not accomplish what was necessary.  At this point we will agree to schedule a different installer to remedy any and all issues.  Our branch manager will be in contact with [redacted] to schedule the appointment.  We also agree to compensate [redacted] for the weather station and motion light.  All outstanding issues will be addressed within a reasonable time frame.