ImproveIt Home Remodeling, Inc.

Thank youI will notify Seth as soon as the new door is ready for installationI am anticipating an installation date soon. Regards, *** ***

Mr***,Please accept my sincere apologies for this situationOur window manufacturer had your window on the shipping manifest, but it was never actually added to the truckWe take full responsibility for this error and miscommunicationI understand from our Director of Install that we’re scheduled to be at your home on Weds, 5/at amIf I can be of any further service, please don’t hesitate to contact me at ###-###-#### and I will personally see to it that your concerns are immediately addressed.Sincerely,Seth C***, ***

On July 11, 2014, Improveit! met with customer
in ***, Ohio to discuss the leak on the bay window in the bedroom (which is not
an Improveit! window) and determined that the leak that was previously
repaired in February, by Improveit!’s service department was caused by an
improper siding application (our product). While meeting with the
customer, a the bath issue was reported to Improveit! which has since
been addressed and completed To remedy the leak from the bay window in
the bedroom, it was determined that Improveit! would laminate the
bay window seat and seal repair one (1) water stain and repair two (2) drywall
damaged spots under the bay window Improveit! has scheduled the
repairs to the bay window and the service has been scheduled for
July 24, Improveit! spoke again with the customer on July 21, 2014, and
confirmed that the customer is in agreement and looking forward to Improveit!’s
visit to make the necessary repair. Improveit! is confident that this
will satisfy the customer’s complaint in full

This is taken directly from the response received from improveit! "Customer notified us of her
concerns by placing a negative review on the Cincinnati Revdex.com website on 6/16/
We worked with her at that time and offered a discounted price for her bathroom
projectAfter she agreed to the reduced amount, we moved forward with her
project." However, I did not in fact file a Revdex.com complaint with them on this date (I did, however, file other reviews on websites such as yelp)When they say that they worked with me at that time to offer a discount, that was also a statementThe only time we were worked with was before the tub was installed, which was in the end of March/beginning of April, NOT JuneThere was no correspondence in June and no attempt by the company to discount our servicesThe only discount we received was from calling and complaining personally to Seth at the end of February/beginning of March, and he only offered us several hundred offHowever, this was not enough to compensate for the mistake made by the company with which products we were eligible for, as well as the intimidation of us by Aaron P*** telling us we HAD to agree to the new contract or else would have to take them to court. Being new first time homeowners we were not sure how to handle this problem we remained silent except for publishing internet reviews warning other consumers, but have now decided that a mutual resolution with the Revdex.com as moderator would be an excellent solution, followed by small claims court if need be

On Nov. 12th 2015 the workers from improvit were here most of the day. They addressed all the problems and so far everything seems to be fixed. Thank you for your help addressing these problems.[redacted]

Per our discussion this morning, our contract stipulates that a deposit is forfeited when a cancellation isn’t received within the allotted time period. Since you are a valued 3-time customer, I have found a way to minimize the penalty on your behalf. You will see a refund of $1,802 on your credit card in the next day or two. Thank you for your business and I hope we have the opportunity to serve you in the future. -- Seth C[redacted], President

Customer notified us of her
concerns by
placing a negative review on the Cincinnati Revdex.com website on 6/16/
We worked with her at that time and offered a discounted price for her bathroom
projectAfter she agreed to the reduced amount, we moved forward with her
projectSince that time, we have not heard from her regarding any
dissatisfaction until receiving notification of the complaint on 4/22/We
are committed to her satisfaction; however, caulking is a porous material that
over time will begin to yellowWe will be happy to send a service technician
to replace her caulking as a one-time courtesyuse of tubs and showers require occasional cleaning to remove soap sm and other residue, but this
cleaning should not be laborious due to the quality and composition of the
materials

I've had the windows inspected the ones they put in and the ones they took out, same windows. I kept three of my windows they took out. There is no difference in the windows.My windows upstairs are the same as the ones you put in double glass, same kind of locks, same kind of glass.Your apology Seth C[redacted] you keep it. Just own up to what you've done screwed over another person. I'm sure I'm no the last and no the first one.Again:  Thank you

On February 18, 2015, ImproveIt contacted
the customer by
telephone to discuss her complaint. ImproveIt apologized profusely to the
customer for this unfortunate incident and the call ended on amicable terms
In years in business, Improveit has never had anything like this occur
and we take the safety and comfort of the homeowners and families we visit very
seriously As a result of this incident, ImproveIt has reminded all of
our in-home designers to take extra care if there are children around during
presentations ImproveIt mailed the customer a gift card to [redacted] ** to
compensate for her daughter's trauma. ImproveIt believes this complaint
has been resolved at the satisfaction of the customer

Thank you for bringing this matter to our attention. We take your feedback seriously. While we work with a variety of lenders and don’t make lending decisions or control interest rates, we’re committed to addressing your concerns. Thank you for agreeing to meet with us on 10/12/17. We look forward...

to reaching an amicable solution at that time.

Thank 
you  for  forwarding 
this  consumer's  concerns 
to  me  for 
a  response.  I hope that your New Year is off to a great
start.  I will be happy to respond to
this complaint, however, it contains very few details.  Surmise it to say, the [redacted]’s children seem
unhappy with their parents’ decision to install a new bathroom system.  They also don’t seem to have a good command
of the facts so I’ll review those for you. 
I’ve also attached the supporting paperwork.
  
Customer satisfaction  and  compliance 
with  consumer  laws 
are  of  utmost 
importance  to  ImproveIt Home Remodeling, Inc. (“ImproveIt”).
The [redacted]’s entered a drawing at [redacted]
to win a free home improvement project. 
The drawing hasn’t occurred yet so the [redacted]’s obviously haven’t won
anything yet.  If they do win, they do
not need to pay for the system they purchased. 
ImproveIt offers everyone the opportunity to enter into their contests
for free home improvements and they also use this as a marketing opportunity
once they have appropriately obtained contact information from people who have
entered their contests. 
ImproveIt contacted the [redacted]’s who
invited ImproveIt to their home to discuss their products.  On November 19, 2015, the [redacted]’s agreed to
purchase a bath system for $10,221 as the attached contract shows (I do not
know why the complaint says $24,000). 
They also signed the notice informing them of their three day right to
cancel.  They (or their children) did not
try to cancel during the rescission period.
On December 7th, ImproveIt returned
to the [redacted]’s home to measure for product ordering purposes.  On December 11th, ImproveIt
ordered the products required for the [redacted]’s home improvement project and the
product was delivered to ImproveIt on December 29th.  ImproveIt then called the customers and
scheduled the installation, but the [redacted]’s children called to cancel the
project before that date arrived. 
After ImproveIt’s review of this account, they
believe that there was a misunderstanding and/or miscommunication with regard
to the interest rate on the [redacted]’s loan. 
ImproveIt’s salesperson quoted a 9.9% interest rate to the customer at
the time the contract was executed, but fortunately for the customer, their
interest rate came back much lower at just 6.9%. 
The bank that approved the [redacted]’s loan
has a base interest rate of 27-29%. 
However, ImproveIt will buy loans down for customers to get their
interest rate lowered.  When the customer
gets the bank’s standard “form” welcome letter approving their loan, it has the
bank’s base interest rate on it and is not tailored to the actual interest rate
that ImproveIt will negotiate for the customer. 
When the [redacted]’s received the bank’s welcome letter, they were
understandably confused by the very high interest rate and subsequently called
ImproveIt to cancel the project.  When
ImproveIt’s salesperson attempted to go to the [redacted]’s home to discuss the
loan interest rate misunderstanding, another family member of the [redacted]’s
answered the door and refused to let the salesperson discuss the matter with
their customer.
Enclosed you will find the [redacted]’s
executed credit application which shows a loan of $10,017, along with the
contract executed by the [redacted]’s for the home improvement project which also
reflects the amount of $10,017. 
ImproveIt is not sure where the amount of $24,000 came from on the
[redacted]’s complaint, but can only determine that perhaps they came up with this
number using the interest rate on the bank’s welcome letter. 
ImproveIt remains hopeful that they can continue
to move forward with the [redacted]’s project now that the discrepancy related to
their loan interest rate has been explained in this response.  ImproveIt has already ordered and paid for
the product required to complete the [redacted]’s project, so they would like the
opportunity to schedule another installation. 
Please let me know if you have any questions.  Thank you.

A garden door is not what we ordered. If I desired a stationary side then we would have opted for another sliding glass door. This does not change the circumstance of poor quality construction and installation. I fear that this will be another lemon and repeated poor customer service with unnecessary added stress. The request for the service history still has not been resolved as well. With all due respect, I do not wish to continue business with Improveit nor their products due to this stressful experience since the installation. We stand by our choice resolution of a total refund so that we may purchase a quality product and craftsmanship. Regards,[redacted]

ImproveIt appreciates you bringing this matter to their attention.  Since ImproveIt is not a lending institution, when customers are seeking
to finance their new project, ImproveIt connects them with their group of
trusted lenders.  For each project,...

ImproveIt reaches out to multiple lenders
in an effort to secure the best financing option(s).  Since lenders have
differing credit granting qualifications and loan programs, one may approve
financing while another may not, and payments may differ based on interest
rates and other factors.  Additionally, one may require both parties to qualify
for a loan, while another may not.  With that said, I appreciate your willingness to meet with me so that I may personally address your questions
and concerns.  Thank you again for sharing your feedback and I
look forward to meeting you.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

ImproveIt! met with the customer and resolved the issue
satisfactorily to both parties. ImproveIt! will be proceeding with the
project as originally planned with a few modifications. ImproveIt!
believes the customer is fully satisfied with the resolution

Mr[redacted] is one of Improveit's valued
previous cus[redacted]ers and
Improveit has every intention of satisfying the dispute in a way that best
suits everyone Improveit has been in touch with Mr[redacted] and initial
discussions towards an amicable resolution have commenced. However, due
to a family matter that is taking priority for Mr[redacted] at this time, Improveit
and Mr[redacted] have agreed to touch base in a couple of weeks to come to a final
resolution. At that time, Improveit will notify the Revdex.com of same

It is the opinion of Improveit! that the distributor should remove the existing door system and install a new Garden door (one side fixed panel and one side operating panel).  This type of door would alleviate multiple concerns for the customer such as air and water leakage. The screen door...

problems that are currently being experienced would be eliminated. The French door system will not perform from an efficiency standpoint the way the Garden door will; especially in the current application.Additionally, the door is very similar to the look of the existing door. If this is satisfactory to the customer, we will schedule a time to come out, take some measurements, contrast and compare the two doors, and provide a timeline to cure.

We are sorry to hear that you have rejected our response regarding the action taken to correct the experience you had with our sales representative. We take our responsibility in this situation very seriously and are fully committed to addressing all of your concerns. I would like to suggest we either set up a time to speak over the phone or schedule a face-to-face meeting where we can discuss this topic in greater detail. Please feel free to contact me at ###-###-#### to set up a time to speak or meet, whichever you prefer. Or, let me know when is convenient for me to call and I will ensure that happens. Sincerely, Seth C[redacted]

Thank you for bringing this matter to our attention so that we may address. We sincerely apologize for your experience and are committed to remedying the situation to your complete satisfaction. All of our installers are factory-trained and certified. As an extra level of liability protection, we...

have each crew incorporate their businesses. While the installer for your project has been with us for multiple years and satisfactorily completes four projects a week, mistakes do happen. Please be assured that we have taken proper corrective action with this installer. It is my understanding that we are scheduled to do the replacement work on your window sills on 9/19. While we expect that appointment will address all of your concerns, please do not hesitate to reach out to me directly at ###-###-#### if I can be of any further assistance.

ImproveIt is willing to drop the matter entirely if the customer
can provide documentation proving that she lost her employment.  ImproveIt
contacted the customer and left a message to relay the same, but she...

is yet to
return their call.