Innovative Home Concepts, Inc.

First and foremost, we sincerely apologize that your experience with us was not completely satisfactory.  We always strive to provide outstanding cus[redacted]er service and produce a quality product.  We have installed over 3,000 roofs (500 this summer alone) and we have never run into an issue...

like this. The replacement chimneys were crooked and we did go back and correct that as well as the issues with the drip edge and soffit.  However, the existing chimney itself was really the root of the problem on this job.  The chimney was shot before our crew ever stepped foot on that roof.  We have had two HVAC Professionals out to rectify the problem and a third Chimney expert ready to step in as well.  We do want to assist in getting this resolved, but we have struggled with finding the right qualified Chimney expert to step in and do it the right way.   We fell short on this aspect of the project and we do still want to be allowed the opportunity to help make it right.  We do not want to make excuses or deny that we could have done things differently.  It has been a learning experience for us and we want nothing more than to see this through.  Our roofers install chimney flashing, flue caps, and chimney housing, but they are not chimney technicians and this situation was simply not in their wheelhouse.

Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@innovativehomeconcepts.com
This Revdex.com complaint confuses us a little because we have been in communication with Mrs. [redacted]. Regardless of whether she...

called us or we called her, our office staff has been available to her.
As far as the resolution she is requesting:
We are crediting her credit card for the $120. There has never been an issue with that request.
In regards to Mrs. [redacted]'s THV warranty. Her window product warranty is with THV windows and doors. A quick google search for "thv warranties" brings up their warranty information right online. But to save time here is the link, http://www.thv.com/PDFs/50YrWinWrrnty.pdf. We will also be mailing Mrs. [redacted] a paper copy of the warranty.
As far as the window screen this is unfortunately a manufacturer issue and is out of our control. We are a dealer of THV windows and do not make the windows or window screens and have no control over when they are made or shipped. We share Mrs. [redacted]'s frustration pertaining to the delay in the window screen being shipped. I can tell you that THV's manufacturing is extremely backed up due to a factory relocation but we agree with Mrs [redacted] that this is just plain taking too long! If Mrs. [redacted] has any questions about THV, their manufacturing process, or where her screen is she should direct them to our contact at THV, [redacted] at [redacted] (cell) or [redacted] (office). All we can promise Mrs. [redacted] at this point is when the screen is shipped to us we will immediately deliver it to the [redacted] residence.
If Mrs. [redacted] has any further questions she can call our office, as she has been, our staff is at her service.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
see attached pdf/Users/[redacted]n/Desktop/Revdex.com needs response by oct 4th .pdf
Final Consumer Response /* (4200, 11, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted],
I am sorry to report that once again [redacted] has not followed your instructions to send to me a completed warranty for for the window from THV compozit.
I really have no words to describe how I feel.
This is utterly unacceptable behavior for her position. Hopefully you will consider her poor judgement in this matter. I only hope that she does not treat other customers like this.
I see from other negative reviews you are having other problems. Let me assure you this complaint will join the others online.
Mr. [redacted] you should personally fill out the warranty and send it to me. Otherwise I would hate to make the trip to you store and request it.
This has gone on long enough!! This started Sept 15th 2015.
This is for the Revdex.com. Please can we get this simple problem solved already so I can use my warranty to get a new screen. If I had waited for the new screen to come in I would still be waiting for the replacement of the wrong trim..
The $120.000 was credited to my [redacted] Card.
Final Business Response /* (4000, 13, 2014/10/24) */
Ok, I think we are getting close to resolving this case. The $120 charge back on the credit card is done, the warranty has finally gotten to Ms. [redacted], and the screen has been delivered... unfortunately it was the wrong size! Again, I sincerely apologize for the snafus that have been occurring. I am putting in a new request for the screen that doesn't fit immediately. Unfortunately we again are at the mercy of the the window manufacturer THV. We will stay on them about the screen and will deliver it to the [redacted] residence as soon as it comes in. I am praying that it doesn't take as long this time to get a new screen as it did for the last one, but I unfortunately can't promise a time frame. If the [redacted]'s have any questions they can contact me directly.

Initial Business Response /* (1000, 5, 2015/08/03) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
This situation unfortunately devolved into a legal matter that has been ongoing before the homeowner filled his complaint with the...

Revdex.com. Questions can be directed to my attorney.
[redacted] Offices of [redacted] & [redacted]
2100 North Huntington Drive
Suite C
Algonquin, IL XXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What response? There isn't ANY offer. I've complained about their bogus work since last Fall or somewhere around there in latter part of 2014. They have been deceptive from the first unannounced arrival on our property, and never, EVER provided any sign or semblance of having ANY metal roofing supervisor or crew. We've been deceived. I have pictures of almost everything, including poor workmanship and more. They NEVER requested nor had a permit inspection. How could they claim they were ever done?
Apparently we will have to find an attorney.

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted], owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sbcglobal.net
I was under the impression the [redacted]'s were going to retract this complaint.
But in case it isn't retracted and to...

comply with the Revdex.com procedures, which we take very seriously, I will respond.
Our scheduling department had a bone head miscommunication and we showed up to install these folks roof early. I do apologize for that. Normally our communication between crews, our office and homeowners is excellent. I am looking into why we screwed up this time, it is inexcusable.
I also apologize for our roofing crew's carelessness while positioning their dump trailer. I am sure it was never their intention to damage property but unfortunately they did.
These are definitely issues that have been discussed and improvements will be made. In retrospect, the only thing we can do is apologize and try to make things better.
We are completing the work as contracted and the roofing crew is filing an insurance claim to cover the camper and driveway damage.
Again I apologize. This is not how we normally operate. We hope to have this wrapped up to the [redacted]'s satisfaction as soon as possible.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was a problem with the Revdex.com web site link to close the claim. My apology fornot following up.

Our home along with numerous other homes in our area suffered hail damage from a severe thunderstorm that came through McHenry County. I was advised by a friend that Innovative Home Concepts, Inc was a reliable home repair company to contact. I followed their instructions and contacted Innovative Home Concepts, Inc. My family and I were very impressed with their professionalism from start to finish - they assisted us with the entire process. My home consists of three separate roofs (tri-level with a garage) - Innovative Home Concepts crews arrived early in the day and did not leave the work was completely finished! In addition to their office staff, their on-site crew conducting the repairs was very professional, thorough and efficient. I would not hesitate to contact Innovative Home Concepts again! Thank you for all of your assistance with our repairs!

Initial Business Response /* (1000, 5, 2015/07/22) */
Contact Name and Title: [redacted], owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sbcglobal.net
I was under the impression the [redacted]'s were going to retract this complaint.
But in case it isn't retracted and to comply with...

the Revdex.com procedures, which we take very seriously, I will respond.
Our scheduling department had a bone head miscommunication and we showed up to install these folks roof early. I do apologize for that. Normally our communication between crews, our office and homeowners is excellent. I am looking into why we screwed up this time, it is inexcusable.
I also apologize for our roofing crew's carelessness while positioning their dump trailer. I am sure it was never their intention to damage property but unfortunately they did.
These are definitely issues that have been discussed and improvements will be made. In retrospect, the only thing we can do is apologize and try to make things better.
We are completing the work as contracted and the roofing crew is filing an insurance claim to cover the camper and driveway damage.
Again I apologize. This is not how we normally operate. We hope to have this wrapped up to the [redacted]'s satisfaction as soon as possible.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There was a problem with the Revdex.com web site link to close the claim. My apology fornot following up.

Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@innovativehomeconcepts.com
We are refunding the entire [redacted] deposit as they have requested. Their refund will be issued and mailed no later...

than next Friday, October 3rd. We wish only the best for [redacted] and [redacted].

Complaint: [redacted]
I am rejecting this response because: No installation is complete until it is done correctly, no matter how many times the contractor has to return. The night latches were part of the sales when the sales person performed the demonstration at our home (showed us a sample with night latches, not an extra). Your costs should not be our problem, get it right the first time to avoid returns. We have dealt with several different project managers, the last was [redacted] and all the problems (window(s), patio door and damaged occurred during installation) were gone through which was many months ago (should a window installation take almost 2 years), I have spoken (face to face & via phone call) that he would call back and schedule an inspection as he is not familiar with the problems being new to the position . We have been spoken to when we made the call to find out what is going on with the project. We have 3 phone numbers to be contacted with which all have voice mail (Home [redacted] Cell [redacted] Cell [redacted]), we are not avoiding the issues we want to get them resolved (windows not locking & now broken glass all safety issues). The list of problems with the windows keeps growing, we have new windows and cannot even utilize some of them, need answers as the reason why.
Sincerely,
[redacted]

I have MOLD in my attic after Innovative Home Concepts installed a new roof, soffit and fascia. They did not vent the soffits properly. So far we have been unsuccessful in getting them to correct the ventilation.

As far as the demand to refund all the money- We simply cannot do that. We have invested time and money into purchasing the windows, installation, service calls (we have already been back to the property more than 5 times), etc. On one occasion, we have already replaced all the...

window sashes at no charge to the customer because they wanted night latches which were not originally included in their order. We have gone above and beyond to make these homeowners happy. Our costs on this job have already exceeded the contract price due to all the repairs we have made and extra work we have done in attempts to make a happy customer, but we are willing to go out again if the customer grants us access to the home. We just ask that the customer pay their balance due of $10,000 to us at the time of the visit. We have been willing to come back out, but have been denied access to the home on more than one occasion. We are well aware of the complaint as it's been going on for some time. To say in the complaint that they have not received a call back is untrue. I have spoken to them several times myself as well as our production manager.
In addition, we have made several calls to the homeowner since this complaint has been filed and the homeowner will not return our calls to schedule a visit. This is the reason for my delay in responding. We were trying to reach them to resolve the issue but to no avail.

Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@innovativehomeconcepts.com
This Revdex.com complaint confuses us a little because we have been in communication with Mrs. [redacted]. Regardless of whether she called...

us or we called her, our office staff has been available to her.
As far as the resolution she is requesting:
We are crediting her credit card for the $120. There has never been an issue with that request.
In regards to Mrs. [redacted]'s THV warranty. Her window product warranty is with THV windows and doors. A quick google search for "thv warranties" brings up their warranty information right online. But to save time here is the link, http://www.thv.com/PDFs/50YrWinWrrnty.pdf. We will also be mailing Mrs. [redacted] a paper copy of the warranty.
As far as the window screen this is unfortunately a manufacturer issue and is out of our control. We are a dealer of THV windows and do not make the windows or window screens and have no control over when they are made or shipped. We share Mrs. [redacted]'s frustration pertaining to the delay in the window screen being shipped. I can tell you that THV's manufacturing is extremely backed up due to a factory relocation but we agree with Mrs [redacted] that this is just plain taking too long! If Mrs. [redacted] has any questions about THV, their manufacturing process, or where her screen is she should direct them to our contact at THV, [redacted] at [redacted] (cell) or [redacted] (office). All we can promise Mrs. [redacted] at this point is when the screen is shipped to us we will immediately deliver it to the [redacted] residence.
If Mrs. [redacted] has any further questions she can call our office, as she has been, our staff is at her service.
Initial Consumer Rebuttal /* (3000, 7, 2014/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
see attached pdf/Users/[redacted]n/Desktop/Revdex.com needs response by oct 4th .pdf
Final Consumer Response /* (4200, 11, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted],
I am sorry to report that once again [redacted] has not followed your instructions to send to me a completed warranty for for the window from THV compozit.
I really have no words to describe how I feel.
This is utterly unacceptable behavior for her position. Hopefully you will consider her poor judgement in this matter. I only hope that she does not treat other customers like this.
I see from other negative reviews you are having other problems. Let me assure you this complaint will join the others online.
Mr. [redacted] you should personally fill out the warranty and send it to me. Otherwise I would hate to make the trip to you store and request it.
This has gone on long enough!! This started Sept 15th 2015.
This is for the Revdex.com. Please can we get this simple problem solved already so I can use my warranty to get a new screen. If I had waited for the new screen to come in I would still be waiting for the replacement of the wrong trim..
The $120.000 was credited to my [redacted] Card.
Final Business Response /* (4000, 13, 2014/10/24) */
Ok, I think we are getting close to resolving this case. The $120 charge back on the credit card is done, the warranty has finally gotten to Ms. [redacted], and the screen has been delivered... unfortunately it was the wrong size! Again, I sincerely apologize for the snafus that have been occurring. I am putting in a new request for the screen that doesn't fit immediately. Unfortunately we again are at the mercy of the the window manufacturer THV. We will stay on them about the screen and will deliver it to the [redacted] residence as soon as it comes in. I am praying that it doesn't take as long this time to get a new screen as it did for the last one, but I unfortunately can't promise a time frame. If the [redacted]'s have any questions they can contact me directly.