CT Install America

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear [redacted],In response to our recent complaint with your office.  Install America has found it’s more time-efficient and fuel-efficient to get everybody at the presentation the first time.  We ask for both homeowners to be present because we need to have permission from...

anybody listed on the deed to make changes to the home. We run into a lot of different questions during the presentation, and we’ve found that most people do want their spouse to be involved in those decisions.We found that the most dissatisfaction comes from a missed communication or an unrealized expectation on the job, and that’s usually a result of not everybody being involved in the buying process. It’s nobody’s fault, just a bad circumstance, such as when the husband insists that he makes all the decisions, the contractor presents something to him and the wife doesn’t like the color or style, or vice versa. It’s a whole lot easier if everybody’s on the same page.  This is why we have adopted the policy to have both homeowners present for our free estimates.  This does not require them to buy our product.  It only helps us with efficiency and quality of service.Best Regards,Jim B[redacted]District Manager###-###-#### X[redacted]

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

May 13, 2014
First let me apologize for the delay in responding, but our company did not receive the two prior letters you sent us on this matter. After receiving your last notice I had someone from your office e-mail the complaint from [redacted].Our records indicate that On April...

5, 2014 our sales representative, [redacted], met with the [redacted]'s and sold them windows. It is true that **. [redacted] called to cancel their contract and spoke with our sales manager [redacted].On April 14, 2014 [redacted] and [redacted] Met again with the [redacted]’s and at that time they both signed the Notice of Cancellation.The contract is cancelled, and has been cancelled in our system since April 14, 2014.If you need any additional information please do not hesitate to contact us.

January 19, 2016Dear [redacted]:We are in receipt of your letter regarding our customer [redacted]. We have been exchanging voicemails with [redacted] the last few days. Our last voice message was left for him after 7:00 pm last night, and we are currently waiting to hear back. [redacted]'s work...

schedule presents some obstacles for our typical pre-job inspection schedule, but we will certainly work with his availability to accommodate his schedule. Our last message left him with some upcoming available days and times that will hopefully fit his schedule. We expect to hear back from [redacted] today, and should have resolution by the time this letter is received. Thank you for your attention to the matter.Regards,Mike B.

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

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

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

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

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

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

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

From: [redacted] <[redacted].com>Date: Mon, Dec 4, 2017 at 1:02 PMSubject: [redacted]To: [email protected] I filed complaint number [redacted], I would like to close this complaint but make a note that I do not have my check and they will only give me my check after my complaint is closed. If they do not give me my check I would like to be able to reopen it. If you need to please give me a call at [redacted], I have not be able to get ahold of anyone at the Revdex.com due to your business hours being the exact same as mine but shorter. I need this resolved ASAPSent from my [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The meeting with Mike was very professional.  Yes there was damage, it became worse because they did not honor their original contract.  Mike said they would honor the original cont6ract at this meeting on Feb 15, 2018.  What took Install 13 months to honor it?  I trust Mike to follow thru with our agreement, and I am going to keep all lines of communication open until the job is done 100%.  Mike was a true professional on how he handled this situation.
Regards,
[redacted]

We've been working with this company in regards to hail damage to our home since end of summer 2014. 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 working. They'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 finished. After 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 home. I 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 worked. At 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 job. This is the second complaint that I have made against this copmany and the first time was simply quieted.
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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!

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

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

May 19, 2016Dear [redacted];Thank you for the opportunity to respond to the aforementioned complaint. Instal America is in receipt of this cancellation. The cancellation was within the rescission period, [redacted]'s check has been processed and is being sent out today. Please feel free to contact us...

if there arc any additional questions regarding this matter, Thank you,Respectfully,Susan W, Safety & Compliance Officer,

We had exteriors doors put on our home by Install America. The installer was very polite, friendly, informative and super clean. He worked the whole time except lunch and stayed with the job until completed. Very pleased with workmanship and doors are beautiful!! Will recommend your company to everyone.

From: [redacted] <[redacted].com>Date: Thu, Jul 28, 2016 at 7:02 AMSubject: #[redacted] complaintTo: "[email protected]" <[email protected]>My issue has been resolved they aren't charging what they said they were, but they did deduct $552 from the price. I don't think I will get what I...

agreed to;I do consider it resolved.  I don't view it as worth it to spend more time and energy on getting the thousand dollars back. ~[redacted]

This company was professional and courteous from start to finish. Everyone I spoke with in the process of replacing windows in my home was sharp and on the ball. They even expedited my order in two weeks because I am placing the house on the market and had a short time frame. The initial phone contact, the sales rep, the constant contact by management and the delightful installation technicians, Jason and Joe, made this one of the best home improvement experiences I have ever had. In a word, BRAVO!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me even though some of their information is incorrect. The window was eventually repaired, however phone calls were not returned within 24 hours and often multiple calls had to be made in order to elicite a response.
Regards,
[redacted]

February 23, 2016Dear [redacted];Thank you for the opportunity to respond to the aforementioned complaint, [redacted] had a window installation project completed on November 9, 2013, so date, this writer has no documented complaints related to the window installation. This writer manages all...

window services,A phone call was placed to [redacted] on February 19, 2016, upon receipt of this complaint, to date, there have bec rio returned phone calls related to said complaint, interior condensation is typically a function of water vapor levels inside the home, install America cannot control humidity levels within a home, When water condenses on high performance glass, it is an indication that the glass is doing its job, water is also collecting on walls and window treatments, but it can only be seen on the surface area of the glass, water typically collects at the coolest part of the window, which is the lock area at the "meeting rail" in the middle of the window, and the lift rail at the bottom of the window, The collection of water vapor is also related to the heat source in the home at times,Install America services 100% of our homeowners and will be happy to schedule a service with [redacted] to evaluate the water vapor concerns. Additionally there is an instrument that measures water vapor called an ergometer, Install America will be happy to bring one to measure the water vapor levels in this property. Please feel free to contact me with any additional questions or comments, shank you,Regards,Susan W.Safety & Compliance Officer