Installs Inc, LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am temporarily rejecting this response as I wait for whatever compensation they deemed fitI was not made aware of what this compensation may have been so until I see it I consider this matter still openAlthough, thus far, Installs INChas shown a willingness to work with me on this matter, so I can commend them for thatRegards,*** ***

This
responds to the complaint filed by ** *** concerning the installation of a
Cooktop with downdraft ventilation set at * *** *** *** ** ***
Ms*** purchased the Cooktop installation through ABT Electronics.Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronicsTypically we enter into written
contracts with clients to provide their needs throughout the US. Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf. In this
instance, ABT Electronics engaged our company to install a Cooktop with
downdraft ventilationThe facts are as follows: On 8/21/15, INSTALLS
charged the customer for the Installation service, and scheduled the
installation for 8/26/8-5pm window, as well as the servicer will contact
her the night before with a confirmed arrival windowAn email was also sent to
Ms*** recapping the installation service chargeOn 8/21/2015,
INSTALLS received a follow up email from Ms*** informing she needed to
reschedule the appointment for the following Tuesday in the afternoon or
Wednesday morning. INSTALLS responded to
the request informing the installation has been rescheduled for 8/INSTALLS contacted
Ms*** to advise that her requested AM arrival window would not be
available. Ms*** agreed to a
12-4pm arrival window, but emphasized that she preferred arrival before 2pmThe
scheduling agent she spoke with agreed to the narrowed time frame, which is
against INSTALLS process.On 8/25/15,
as a result of the servicer not providing an arrival window, INSTALLS’ servicer
did not arrive to the installation as agreedMs*** was asked to reschedule
for 8/28/15, and the servicer did not provide a second arrival window the night
before. The Supervisor on Duty
apologized for the overall experience and escalated the order due to missed
appointmentsOn 9/1/2015,
INSTALLS’s Client Resolution department refunded Ms*** for the price of the
installation of the Cooktop with downdraft ventilation, as well as an
additional credit amount due to our inability to honor the previous
appointments. Ms*** accepted both
compensation offers for the negative experienceThank you, Courtney
***Custom
Services Manager Installs
inc LLC

very bad service,bought a mattress from *** *** on11/26/set up a delivery date an time 12/9/to be delivered by installs delivery service on 12/9/between & o clock waited all day for delivery whice never showed up called *** *** never called back called installs at oclock person said mattress was on the truck and will be delivered that day waited untill after oclock called again never returnd my call called again person said they would have to give us a redeliver date we had to pay a doller delivery fee told them to cancel the order very bad customer service by both comppanys

On 10/6/2015, INSTALLS received a call from *** *** before 12noon informing the servicer has not arrivedINSTALLS contacted the assigned servicer who informed the customer was on the schedule*** *** was informed of this informationBefore 5pm, INSTALLS
received another call from *** *** we informed the customer the servicer was still in the arrival windowAfter 6pm, INSTALLS received a call from the customer stating that the servicer missed the appointmentINSTALLS attempted to reach the servicer but received no answerINSTALLS inc immediately escalated the order at which point there was no reschedule*** *** called in and requested to speak with a supervisor at which time was connected with EddieEddie placed the order in high priority for the field department here at INSTALLS inc to find alternate coverageThe customer also requested compensation at this time. This responds to the complaint filed by *** *** concerning the delivery, set up and haul-away of a Mattress set at *** *** *** * *** ** *** *** purchased the Mattress delivery, setup and haul-away on 10/3/2015. Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronicsTypically we enter into written contracts with clients to provide their needs throughout the USOur services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalfIn this instance, Sam’s Club engaged our company to perform a Mattress delivery, setup and haul-away.The facts are as follows:On 10/3/2015, INSTALLS charged the customer for the Installation service, and scheduled the installation for 10/6/8am-12noon then customer requested a 12pm-5pm arrival window, which we honored. On 10/7/2015, the customer called back in after 11am and spoke to another supervisor *** here at INSTALLSThe customer stated that the servicer contacted her on 10/6/and stated that he had vehicle issues and would show up today before 11am*** apologized to the customer and offered the customer partial compensation, the customer accepted so the customer was credited via a credit cardThe customer also requested more compensation at this time*** *** was advised that we needed to try to get coverage for the service today and we would call her back to discuss*** contacted our field department and was informed that the servicer was currently at the Sam’s Club and was expected to arrive at the customer’s residence within minutes*** contacted the customer back and was informed that the servicer had just arrived but the customer advised that they are very unhappy.On 10/10/2015, INSTALLS Client Resolution department attempted to make contact with *** *** but had to leave a message. On 10/12/2015, the customer returned our call and was partially refundedOn 10/23/Andrew a supervisor here at INSTALLS incmade third and final credit to this customer he also attempted to contact the customer but left a message that she has now been refunded in full, and if any additional help was needed to contact him directly. Thank you, *** ***
Operations Manager
installs
Main St, Buffalo NY
t844-294-

This place is brutal, my washing machine was recalled and these guys were part of I'm sure multiple teams to repair/fix the machine So far I've been rescheduled at least 4-different times
First round they didn't even know I was scheduled (week delay)
Second round they said they didn't have the parts to do the repair (week delay)
This week the guy called off sick without notifying me and I only found out because I called them at 9:PM
I got rescheduled again but again no phone call about them coming AND calling them I could only leave a voicemail What a joke, there is no way this place gets an A+ rating in my book If you can't keep to your rescheduling dates then stop making up times and give me something real
Hopefully they call me back tonight and come tomorrow, I'm getting very annoyed at all the failed attempts

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This responds to the complaint filed by [redacted] concerning the delivery and setup of her mattress at her home at [redacted] purchased a [redacted] mattress from [redacted]'s [redacted] and a Premium Mattress Delivery, Setup and Haul Away from INSTALLS inc. Our primary business is to manage a national network of independent contractors (Techs) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting installers (Techs) with whom we have contracted to performs services on our behalf.In this instance, [redacted]'s [redacted] engaged our company to deliver and assemble home furnishings. The facts are as follows:On July 2, 2014, we scheduled [redacted] for July 7, between 8am - 12noon We assigned the order electronically to our local contractor who accepted the order in our system for this date and timeThe contractor failed to show up at [redacted]'s [redacted] pick up the mattress and complete the services purchased by the customer.On July 8, 2014, we rescheduled [redacted] for July 11, between 8am-12noon We assigned the order electronically to the [redacted]e contractor and again he accepted the job for this date and time Due to the contractor not showing up for the last appointment, we also had our field manager contact him via telephone in which he confirmed that he would fulfill this order for us. [redacted] made us aware by that she wanted it delivered sooner that July 11th We advised her that she would be contacted if we were successful finding a contractor who could do it sooner. Unfortunately, we could not find alternate coverage for a sooner date. On July 11, 2014, [redacted] notified INSTALLS inc that the contractor failed to show up again. On July 12, 2014, we reassigned this order from the existing contractor and rescheduled the customer for July 18, 8am-12noon The new contractor informed us on July 17, that he will need to reschedule the customer for some time that next week. We contacted [redacted] to inform her and she canceled the order.On July 19, 2014, we received a call from [redacted]'s [redacted] stating that [redacted] was at the [redacted] and is requesting a full refund of the service. We immediately refunded the credit card for $104.94. The transaction ID # for the credit is [redacted]A copy of the credit is attached.Due to the behavior exhibited by the contractors and our inability to complete the services sooner, we will be issuing a $check to [redacted] for her dissatisfaction and apologize for any inconvenience that this may caused. Very Truly Yours, INSTALLS inc
By [redacted] Client Resolutions Manager

January 20, 2014
font-family: Calibri;">Re: Mrs. [redacted]
Complaint ID#: [redacted]
This responds to the complaint filed by Mrs. [redacted] concerning the delivery and assembly of her fitness equipment at her home at [redacted] Dr., [redacted], Kentucky.  Mrs. [redacted] purchased NordicTrack Fitness equipment and the delivery and assembly of that equipment.
Our primary business is to manage a national network of independent contractors (Techs) who perform delivery, installation, and assemblies of consumer electronic products as well as fitness equipment.  Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  Our services are performed by a network of independent contracting installers (Techs) with whom we have contracted to performs services on our behalf.
In this instance, Estes engaged our company to deliver and assemble the fitness equipment.  The facts are as follows:
On December 23, 2013, we scheduled Mrs. [redacted] for January 9, 2014.
On January 6, 2014, we reached out to Mrs. [redacted] to reschedule for January 10, 2014.
Mrs. [redacted] did accept the reschedule date of January 10, 2014 12pm-5pm show time.
On January 10, 2014 at approximately 11:52 am EST, the Tech called into INSTALLS and stated that he was concerned about not being able to get in contact with Mrs. [redacted] for the past week.  The job was approximately a 4-hour drive round trip.  At that point, we tried to reach out to Mrs. [redacted] and could only leave a message.
We then received a call from Mrs. [redacted] stating that our technician never showed up.  We apologized and immediately started trying to secure a technician for the job.
On January 13, 2014, we found a Tech and called Mrs. [redacted] to schedule for January 21, 2014.  We received an email complaint from Mrs. [redacted] about the missed appointment.  We reached out to her immediately and left a message.
On January 14, 2014, we received the following email from Mrs. [redacted]:
On Jan 14, 2014, at 4:03 PM, "[redacted]" <[redacted]@uha-ky.org> wrote:
Dear Sir/Madam,
 I sent an email yesterday complaining about your company’s service.  Since the email, I found out that my I- Phone has not been working properly.  For whatever reason, I received twelve voicemails this afternoon and most of them were messages from the last two weeks.  Among them were several messages from the installer inquiring about delivery of our equipment. 
 I must apologize for my “rants” to your customer service representatives.  I am sure we will be completely satisfied with the install next week.
 Thank You, 
[redacted] We believe we acted as expeditiously as possible and apologized for Mrs. [redacted] being unable to receive our calls and messages due to the issues she had experienced with her cell phone.
                                        ...⇄ Very Truly Yours,
                                        ...⇄ INSTALLS inc
                                        ...⇄ By [redacted]                                                                                                                                       Client Resolutions Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However I have to place on record that as of today Oct 05th, 2014 , I have not received the compensation check yet for $ 99.00 from Installs Inc per the final statement of the quoted response from them." Because [redacted] accepted the route for a date that they could not complete the  service and our inability to find an alternate contractor to complete the services, we will be issuing a $99.00 check to Mr. [redacted] for his dissatisfaction and apologize for any inconvenience that this may have caused."  Regards,
 [redacted]

Re: [redacted]

face="Palatino Linotype">Complaint ID # [redacted]
This
responds to the complaint filed by [redacted] concerning the delivery and
installation of her Dishwasher at [redacted], TN 37130. Ms.
[redacted] purchased the dishwasher delivery and installation at [redacted]
Our primary business
is to manage a national network of independent contractors (Servicers) who
perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US.  Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to deliver and install a dishwasher. The
facts are as follows:
On 9/5/15, INSTALLS
received an scheduled service order dated 9/11/2015 from [redacted] through our
automated system. This order was assigned to [redacted] (Servicer)
based on the job type and the customer’s location. INSTALLS did not receive
notification of any special instructions related to this installation from
[redacted].
On 9/11/15:
Ms. [redacted]
contacted INSTALLS at 2:54pm EST time to report that the servicer damaged her
front door, and she is dissatisfied that they tried to charge her to haul away
the existing unit as it was drilled into the cabinet, at which time a damage
claim was opened.
At 5:31pm EST,
customer called INSTALLS to inform the Servicer left belongings at the
residence. At that time the Servicer was notified and advised to coordinate
pick up of those belongings.
On 9/14/2015
:
Ms. [redacted]
contacted INSTALLS at 11:22am EST to report there is damage to the front door
frame, one panel of front door, corners of screen door and corner of the coffee
table. Ms. [redacted] was asked to email photos of the damage and will send in
receipts for the table and the repair estimate for the door.
At 11:27am EST Ms. [redacted] contacted INSTALLS
to  add the countertop, air compression
glass to the claim , and will provide pictures of the reported damage.
On
9/18/2015:
At 2:59pm
INSTALLS contacted Ms. [redacted] due to not receiving estimates. Ms. [redacted]
reported that she hasn’t  procured a
estimate but would try to have available after the weekend. Ms. [redacted]
reported that the damages occurred to the coffee table by the dishwasher
hitting it while being carried through the home. Front door Ms. [redacted] reports
the handle was broken and when the servicers opened the door the damages
worsened. Air compressor was knocked over when the servicer turned the power
off.
On 9/23/2015
At 1:49pm
INSTALLS contacted Ms. [redacted] and left a message to discuss the damage claim.
On 9/24/2015
At 12:56pm
INSTALLS contacted Ms. [redacted] and left a message to discuss the damage claim.
On 9/25/2015
At 2:02pm
INSTALLS contacted Ms. [redacted] and left a message to discuss the damage claim.
On 9/28/2015
At 11:49am the
claim was closed due to unresponsiveness to INSTALLS regarding the claim. A
note was entered that if Ms. [redacted] returns the call/or submits additional
information the claim would be reopened.
On 9/30/2015
At 9:21am Ms.
[redacted] contacted INSTALLS and claim was reopened. Ms. [redacted] that in addition
to the damage she was unsatisfied with the servicer trying to upsell her onsite
for the removal of the existing unit as it was screwed in place. Receipts for
the end table were also provided to INSTALLS at that time.
On
10/2/2015:
At 11:25am INSTALLS
contacted Ms. [redacted] and were informed she was not present onsite but that the
Servicer told her mother that he was involved in a motor vehicle accident prior
to arrival and was under cold meds. Ms. [redacted] requested the last name of the
Servicer to contact the police to verify if he was involved in an
accident. 
INSTALLS asked to
speak with Ms. [redacted]’s mother as she was present during the installation of
the dishwasher and Ms. [redacted] was not. Ms. [redacted] agreed to have her mother
contact INSTALLS regarding the damage reported.
At 1:46pm Yvonne
[redacted] contacted INSTALLS to provide her account of what occurred during the
installation.
Ms. [redacted] was
adamant that the servicers used the front door because she remembered the door
had a broken latch before they arrived. Also that she was having trouble opening
it and the Servicer Yanked to help and the door came off the hinges. Ms. [redacted] reports the servicer put the door back on the hinges and she didn’t notice any
missing wood at that time but it was possible when the door disengaged from the
frame.
The end table
that has two gouges in it was in the entry way, not the living room. Ms. [redacted]’s
reports she did not see the servicers damage it, and that Ms. [redacted]
discovered it after she had left the residence.
The servicer
declined a ladder to access the electrical box to turn off power to perform the
installation, instead the servicer  stood
on top of a work bench that had an air compressor on it and knocked it over.
Ms. [redacted] pointed the crack in the reader out to the servicer and he informed
it should still function.
Mrs. [redacted]s
reported the particle board of the counter was already crumbling and she does
not believe the servicers caused unnecessary counter damage-but was upset as
the debri was pushed into the dishwasher from the countertop.
That the servicer
left his belongings on the porch and they were still there.
On 10/7/2015
At 10:31am
INSTALLS contacted Ms. [redacted] and left a message to discuss the damage claim.
On
10/12/2015
At 9:27am
INSTALLS contacted Ms. [redacted] and left a message to discuss the damage claim.
On
10/15/2015:
At 11:37am
INSTALLS contacted Ms. [redacted] and left a message to discuss the damage claim.
At 4:42pm Ms.
[redacted] contacted INSTALLS after receiving messages and was informed that the
claim for the coffee tables and countertop were denied based on her mother’s
interview and account of what occurred on site.
In addition to INSTALLS would be willing to
work with her to resolve the air compressor and door frame damages. Ms. [redacted]
will send estimates for the door frame and cost for replacement display for the
compressor.
Ms. [redacted]
insists that the end tables be paid and was informed there was no evidence of
damage by the servicer.
At 5:06pm Ms.
[redacted] contacted INSTALLS requesting a manager contact her regarding the
denial of a portion of her claim.
On
10/16/2015
Management left a
message for the customer regarding the claim providing contact information to
discuss the claim.
Ms. [redacted] has
not returned the call to discuss the claim.
On 10/27/2015:
•             At 3:23pm INSTALLS contacted Ms.
[redacted] and left a message to discuss the damage claim.
On 10/28/2015:
•             At 11:25am INSTALLS emailed Ms.
[redacted] at the address provided to the Revdex.com to advise of the items needed in order to move
forward with the claim.
INSTALLS is
willing to discuss the claim further and any additional credit amounts that can
be issued to Mrs. [redacted] at her earliest convenience. Please contact INSTALLS
Damage Claim Department at ###-###-####.
Thank you,
Courtney
W[redacted]
Custom
Services Manager
Installs
inc LLC

Re: [redacted]

face="Palatino Linotype">Complaint ID # [redacted]
This
responds to the complaint filed by [redacted] concerning the installation
of his Television at [redacted], WA 98367. Mr. [redacted] purchased the installation at
[redacted].
Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US.  Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to perform an On Wall Television
Installation and Setup. The facts are as follows:
On 10/5/15, INSTALLS
received an unscheduled service order
from [redacted] through our automated system. This order was assigned to Parkerson
Audio Video (Servicer) based on the job type and the customer’s location, and
scheduled for 10/9/2015 8am-12pm arrival window.
On 10/9/15:
At 4:07pm Mr.
[redacted] contacted INSTALLS to inform the following:
Cables were not
hidden in the wall.
That Mrs. [redacted]
was onsite not him, and he contacted the servicer directly to find out why the
cables were not concealed.  Mr. [redacted]
advised the servicer told him he would need a licensed electrician to have a
outlet installed behind the TV so he could not see the power cord or a power bridge
would be needed.
INSTALLS informed
Mr. [redacted] that audio video cable concealment is included in the installation
purchase but not the power bridge or power cord concealment.
INSTALLS agreed to submit the request to have
a return visit to conceal the audio video cables.
On
10/12/2015:
At 10:01am EST, INSTALLS
created a service call to schedule the return visit to conceal the audio
cables. Mr. [redacted] was scheduled for 10/19/2015 8am-12pm.
On 10/14/2015
:
Mr. [redacted] contacted
INSTALLS at 5:11pm to cancel the return visit there was a miscommunication with
our field department and the assigned servicer of what was included in the
Installation service. In addition to that the servicer reported Mrs. [redacted]
asked the servicer not to drill or cut into the walls.
On 10/28/2015:
At 2:32pm
INSTALLS contacted Mr. [redacted] and created a new service call and scheduled him
for 11/2 to have the audio cables concealed. Mr. [redacted] understood that the
power cord would be exposed.
INSTALLS has
reviewed this concern with the area Field Manager for coaching this servicer on
the inclusions of the Scope of Work.
Thank you,
Courtney
W[redacted]
Custom
Services Manager
Installs
inc LLC

pixelLineWidth 0">
October 2, 2014[redacted], Complaint Handler ext. [redacted]Revdex.com, Inc. (Upstate, NY) 100 Bryant Woods SouthAmherst, NY 14228
Re: Mr. [redacted]                                                                                      Complaint ID#: [redacted]
This responds to the complaint filed by Mr. [redacted] concerning the pickup of his fitness equipment at his home at [redacted] 
Our primary business is to manage a national network of independent contractors (“Techs”) who perform delivery, installation, and assembly of consumer electronic products, fitness equipment, appliances, and home furnishings.  Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  Our services are performed by a network of independent contracting installers (“Techs”) with whom we have contracted with to perform services on our behalf.In this instance, [redacted] engaged our company to Return to Vendor (RTV) the equipment to their terminal. The facts are as follows:  On September 4th 2014, we received an email from [redacted] asking if we could manually create an order in our system to pick up fitness equipment from the residence of Mr. [redacted] so it could be returned to the vendor.  The email contained a Bill Of Lading (BOL) attachment with his address and contact information. On September 8th, 2014, our client services representative manually entered the order based on the information provided on the BOL.  [redacted] was the address that we manually entered. On September 9th 2014, our automated IVR scheduling system called Mr. [redacted] to schedule the RTV.  He scheduled through the IVR for September 23rd, 2014 12noon-5pm.  The order electronically updated our system with the schedule date and assigned it to [redacted] Installs LLC.  Our system shows that [redacted] logged into their account and accepted the order for that date and time.
On September 17th, 2014, [redacted] sent an email that Mr. [redacted] was requesting an earlier date.
On September 18th, 2014, we opened up an escalation ticket for our Field Support Department to attempt to find a servicer who could complete the RTV prior to September 23rd.  Unfortunately, we were not successful with being able to perform the RTV prior to September 23rd. Therefore, the order remained scheduled for this date.
On September 23rd, 2014, we spoke to Mr. [redacted] at approximately 4:12pm EST and informed him that the technician had until 5pm to show up and if he does not show up to contact us back.  We received a call from [redacted] stating that they had the customer on their line and the technician had not showed up.  We placed [redacted] on hold and contacted [redacted] LLC to inquire about the location of their technician.  There was no answer and we left a message with [redacted].  We then advised [redacted] that we could reschedule, or wait to see if [redacted] contacts us back to give us an ETA.  Customer then asked to speak to a supervisor.  The Customer Service Agent informed the customer that the Supervisor [redacted] would contact him back to discuss the issues surrounding his service.
On September 24th 2014, [redacted] LLC called in stated that there was no one home on 9/23 at the address.  We reached out to the customer and he stated that he was upset because he was scheduled for September 16th and September 23rd and no one showed up both days.  Our system does not show the IVR or that one of our scheduling agents scheduled this order for September 16th.  Our Client Resolutions Manager spoke to the customer and assured him that she will make sure that we find coverage for his service as soon as possible. Our Field Support department immediately tried to find an alternate that would be able to complete the service soonest.On September 25th 2014, we contacted [redacted] again who stated that the address was not correct on the order.  We reached out to the customer to confirm the correct address and made the changes in our system from [redacted] to [redacted].  We scheduled the customer for September 26th 12noon -5pm.Because we entered the order, manually using the information contained on the BOL received from [redacted], which the address was not clear, our contractor [redacted] rolled to the wrong address on the original service date of September 23rd.  We feel we acted as expeditiously as possible once we confirmed the correct address on September 25th to get the RTV completed on September 26th.  Our system does not show the IVR or that one of our scheduling agents scheduled this order for September 16th.  
There is a check being sent to Mr. [redacted] within the next seven business days for INSTALLS inc’s inability to confirm the correct address sooner due to lack of communication from the Techs, and the inconvenience experienced throughout the completion of this service.                                                                                                                    
Very Truly Yours,                                                                                                                                      INSTALLS inc.By [redacted]
Client Resolutions Manager

This responds to the rejection filed by [redacted] concerning the installation of her Premium on Wall TV setup at [redacted]  Ms. [redacted] purchased the Premium on Wall installation at [redacted]. The facts are as follows:  As stated previously INSTALLS inc never charged [redacted] for installation services.  [redacted] would have charged any charges in regards to the installation.

On 12/31/2015, INSTALLS inc contacted [redacted] on the customer’s behalf to assist in the refund of what she claimed was paid to them for our installation services.  We spoke with someone named Judy at [redacted] who stated that there is not anything in their system and to her understanding once an order is canceled in our system the customer never gets charged.  This order was canceled on our end on 12/5/2015 and is never showing as being completed. On 1/4/2016, INSTALLS  spoke with her and explained that INSTALLS inc never charged her and [redacted] only charges if an order is completed which her order was never completed.  We would be more than willing to continue to assist [redacted].  We would need to know what company her credit card statement is showing charged her for this service. 

Thanks you, Kenya C[redacted] Operations Manager INSTALLS inc, LLC

...


 This
responds to the complaint filed by [redacted] concerning the delivery, set up
and haul-away of a Mattress set at [redacted]. Mrs.
[redacted] purchased the Mattress delivery, setup and haul-away through S[redacted].  Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US.  Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, S[redacted] engaged our company to perform a Mattress delivery, setup
and haul-away. The facts are as follows:
On 8/18/15, INSTALLS
charged the customer for the Installation service, and scheduled the
installation for 8/21/2015 8-12pm window.
On 8/21/2015,
 INSTALLS received a call from Mrs.
[redacted] informing  the servicer has not
arrived and he is 1hour outside of the arrival window.  INSTALLS contacted the assigned servicer who
informed they are currently in the club picking up the Mattress. Mrs. [redacted]
was informed of this information and that a missed appointment escalation would
be opened as a result.
Shortly
after the initial call Mrs. [redacted] called back into INSTALLS after receiving a
follow up call from the servicer informing he would arrive in an hour. Mrs.
[redacted] requested to speak with  a
supervisor.
Mrs. [redacted]
spoke with the supervisor [redacted] who apologized to the customer for the
tardiness of the servicer, and reached out to the servicer who informed they
just arrived to the location and were outside. Mrs. [redacted] was informed that
the Resolution department would be in touch with her to discuss any
compensation regarding the missed appointment window. 
Installs
inc LLC
On 9/1/2015 INSTALLS
 Client Resolution department refunded Mrs.
[redacted] for the price of the delivery, set up and haul away of a Mattress set
due to the late arrival of the servicer and our teams delayed follow up call on
final resolution to the escalated problem. Mrs. [redacted] accepted the
compensation offer.  Thank you, Courtney
W[redacted] Custom
Services Manager

Re: Mr. [redacted]
Complaint ID#: [redacted]
10pt;">This responds to the complaint filed by Mr. [redacted] on February 4 2014 concerning the delivery and assembly of his fitness equipment at his home at [redacted] Nevada.  Mr. [redacted] purchased an elliptical and the delivery and assembly of that equipment from [redacted].
Our primary business is to manage a national network of independent contractors (Techs) who performs delivery, installation, and assemblies of consumer electronic products as well as fitness equipment.  Typically, we enter into written contracts with clients to provide their needs throughout the U.S...  Our services are performed by a network of independent contracting installers (Techs) with whom we have contracted to performs services on our behalf.In this instance, Estes engaged our company to deliver and assemble the fitness equipment. 
The facts are as follows:We received this order on 1/3/2014 and Estes notified us on 1/16/2014 that the equipment is at the terminal ready for pickup.We contacted the customer on 1/16/2014 and scheduled them forFirst schedule date:
January 24, 2014 between 12noon and 5pm – The techs that this was assigned too advised us on 1/20/2014 that they will not be available on 1/24/2014 due to the hour drive from the Estes terminal to Mr. [redacted]’s residence.  We started contacting alternate techs and left messages with them to see if they could deliver and assemble the equipment on 1/24/204.  On 1/22/2014, one the alternate techs called us and stated that they cannot do the job on 1/24/2014 but they can do it on 1/23/2014.  Our scheduling agent contacted Mr. [redacted] to inquire if he would be available on 1/23 instead of 1/24 and he advised her at that time that he would not be available.  We continued to look for alternate coverage and the only tech that called us back was charging us an additional $300.00 to complete the delivery and assembly.  We approved the additional $300.00, contacted both the tech and the customer, and rescheduled. Second schedule date: February 3rd, 2014 between 12noon and 5pm – The tech assigned stated to us on 2/4/2014 that they did not roll on the job because the customer was requesting after 4pm ONLY.  The tech stated that due to the drive he would have needed to arrive closer to 12noon not after 4pm. Thee tech stated that he could do it today but not after 4pm.  We spoke to Mr. [redacted] and he requested an after 4pm appointment or Saturday morning.  We rescheduled the customer.Third schedule date:
February 6th, 2014 between 12noon and 5pm - The techs called in on 2/5/2014 stating that they would not be able to do the job on 2/6 but they could do it on 2/7.  Mr. [redacted] stated that he cannot do Friday it would have to be Thursday, or Saturday.  We called the tech back and he stated that he could not do weekends.  We let Mr. [redacted] know that we will try to get someone else out to him.  We called all the companies from the area again, apologized, and offered the customer compensation for the inconvenience, he accepted.  Customer stated that they would be available on 2/13 or 2/14.  On 2/11, we contacted the customer and rescheduled them.Fourth schedule date: February 14th, 2014 between 12noon and 5pm, the equipment was delivered and installed.There is a check being sent to Mr. [redacted] for the multiple scheduling attempts due to the unreliability of the independent contractors “Techs” and the inconvenience he experienced due to failed attempts to get this delivered and assembled as originally scheduled.  Very Truly Yours,  INSTALLS inc

January 3, 2017           Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted]...

concerning a Basic TV Setup with Delivery to be performed at [redacted] Our primary business is to manage a national network of independent contractors (“servicer”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings.  Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  In this instance, the member purchased a Basic TV Setup with Delivery directly from [redacted] Club. On 12/17/2016, our system electronically received the order from [redacted] Club for a Basic TV Setup with Delivery. The order came in from [redacted] Club scheduled for 12/20/2016 arriving between 8 am and 12noon. When Installs inc received the order it was automatically assigned to “servicer” [redacted] based on the availability that they have provided to Installs inc. The “servicer” notified us that they will not be able to perform the service until 12/22/2016. The order was then taken out of a scheduled status. On 12/19/2016, Installs inc reached out to 5 alternative servicers to see if one of them could perform the service on 12/20/2016.  Those 5 attempts failed and the customer was contacted to ask if we can reschedule for 12/22/2016.  Mrs. [redacted] refused to reschedule due to she had taken the day off of work. The customer service agent at Installs inc opened a high priority escalation to notify the field that this order needed an immediate assignment to a servicer, and customer refused to reschedule. On 12/20/2016, There are no updates to the order status or any notations by the “servicer” or Installs inc that a call was made to the Mrs. [redacted] to confirm that Installs inc was still unable to find a servicer to perform the service that day.   On 12/21/2016, Mr. [redacted] called into installs inc to inquire about an appointment for the service. The customer service agent advised him that a call would need to contact the “servicer” to find out that information. At that point the customer advised that they would like to cancel the order. At which point the order was placed into a canceled status per the customer’s request. The [redacted] club manager also called into Installs inc to see if Mr. [redacted] could get serviced today. Installs inc informed the manager that the customer had canceled the order. The manager placed the rep on hold to reach out to Mr. [redacted]. simultaneously the rep made contact with “servicer” to see if they could perform the service on 12/21 or 12/22. The “servicer” stated that they will contact Installs inc back once they return back to the office. Installs inc reached out to another servicer to see if they can accommodate performing the service before 12/23/2016. The servicer advised that they could not. [redacted] called into installs inc and advised that they can perform the service on 12/22 arriving between 12noon and 5pm. Installs inc placed the order into a scheduled status and spoke with Mr. [redacted] advising of the new schedule date and arrival window. He was also advised at that time that Installs inc will be issuing compensation for the issues he has encountered. 
On 12/22/2016, The “servicer” updated the order that he was in route to the [redacted] residence. On 12/27/2016, Installs inc reached out to Mr. [redacted] to apologize for the inconvenience and confirm that they will receive a good faith gesture for the turn of events surrounding the service. In an effort to make this right and to make sure that the experience that [redacted] had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to [redacted] on 12/28/2016. Installs inc has informed Rewire to update their availability with us to ensure orders do not book to them on days that they are not available, Installs inc also reported the communication failures to the [redacted]s to the proper internal departments to ensure that training and corrective counseling take place so this does not occur again in the future.  Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.

Re: [redacted]Complaint ID#:...

[redacted]
This responds to the complaint filed by [redacted] concerning the delivery and installation of a 55-inch television at her residence [redacted]. 
Our primary business is to manage a national network of independent contractors (“Techs”) who perform delivery, installation, and assembly of consumer electronic products, appliances, fitness equipment, and home furnishings.  Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  Our services are performed by a network of independent contracting installers (“Techs”) with whom we have contracted with to perform services on our behalf. In this instance, [redacted] engaged our company to deliver and install a 55-inch television. The facts are as follows:
On 9/26/2014, we received an order electronically from [redacted] scheduled for 10/7/2014 8am-12noon.  The order electronically assigned to our independent contractor [redacted]C logged into our system and declined the order noting they are not available on 10/7/2014 but would be able to complete the service on 10/6/2014 or 10/8/2014.  The order is scheduled for 10/7/2014.
On 9/27/2014, trying to avoid a reschedule our field manager logged into our system and reassigned the order from [redacted]e.  [redacted] logged into the system and accepted the order for this date and time. The order is scheduled for 10/7/2014.
On 10/6/2014, the order dispatched out to [redacted].  [redacted] called into our office that night and stated that they will need to push the show time from 8am-12noon to 12noon-4pm.  We placed the technician on hold and contacted [redacted] to confirm that they would be ok with the show time change.  Ms. [redacted] stated that they are ok with it and requested a 15-20minute call ahead in which the technician agreed too.  The order is scheduled for 10/7/2014.
On 10/7/2014, we received a call from [redacted] at approximately 3:07pm stating that we will need to reschedule the customer due to the customer needing to leave.
On 10/8/2014, we received a call from the customer to reschedule for 10/14/2014 8am-12noon.  [redacted] logged into the system and accepted the order. The order is rescheduled for 10/14/2014
On 10/10/2014, we received a call from [redacted] inquiring about the location of the customer’s equipment because was never returned back to the store.  We contacted [redacted] to inquire and they stated that they delivered the equipment to the customer home on 10/7/2014, and on 10/14/2014, the installation is to be completed.  The order is still scheduled for 10/14/2014
On 10/12/2014, we received a call from [redacted] stating that they cannot do the installation on 10/14/2014 but they are available on 10/13/2014 or 10/15/2014.  We called [redacted] and left a voicemail message to confirm if they could reschedule.  The order is still scheduled for 10/14/2014.
On 10/13/2014, we received a return call from [redacted] stating that she would not be available on 10/13/2014 or 10/15/2014 but can do 10/16/2014 8am-12noon.  The order is now rescheduled for 10/16/2014.
On 10/14/2014, [redacted] logged into the system and accepted the order.  Shortly thereafter we received a call from the contractor stating that they   can no longer perform the installation on 10/16/2014 they can only perform the install on 10/15/2014 12pm -4pm.  We called the customer and a left a voicemail to contact us back to discuss.  Ms. [redacted] contacted us back and stated that she can reschedule for 10/15/2014 12noon-4pm, but she wanted to talk to someone about the numerous reschedules.  [redacted] called into our office, stated that they cannot complete the service on 10/15/2014 due to a doctor’s appointment, and asked us to contact the customer to reschedule for 10/17/2014.  We advised that we will not reschedule the customer again and we will reassign the order to someone if he could not complete the service as scheduled 10/15/2014.  [redacted] agreed to complete the service on 10/15/2014.  The order dispatched out to G’s.  The order is now rescheduled for 10/15/2014.
On 10/15/2014, [redacted] logged into the system and noted that they attempted to contact the customer and no one answered the phone twice.  The order is still scheduled for 10/15/2014.
On 10/16/2014, Ms. [redacted] called our office inquiring to what time the technician is planning to show up.  Ms. [redacted] claims she never rescheduled for 10/15/2014 as she had classes.  We contacted [redacted] who agreed to roll out to complete the service but later in the evening called us to advise that they will not be able to perform the services.  A supervisor here at INSTALLS inc spoke with the customer and contacted [redacted] to inquire if they will be able to accommodate the customer and they stated that they are available on 10/17 3pm-5pm or 10/18 12noon-4pm.  We confirmed that 10/18/2014 is ok with the customer and rescheduled the order.  [redacted] logged into the system and accepted the order.  The order is now rescheduled for 10/18/2014.
On 10/17/2014, the order dispatched out to [redacted] and service is completed.
Due to the inability of [redacted] to complete the installation portion of the service on the dates they stated they were available therefore causing multiple reschedules we are willing to send Ms. [redacted] a check in the amount of $250.00.  The check will be US mailed and should be received within 7 to 10 business days.   Very Truly Yours,   INSTALLS inc

October 13, 2014Revdex.com, Inc. (Upstate NY)100 Bryant Woods SouthAmherst, NY...

14228Re: [redacted]Complaint ID: [redacted]This responds to the complaint filed by [redacted] concerning the setup of a 65" television as well as two subsequent service calls performed in Mr. [redacted]'s home at [redacted]. Mr. [redacted] purchased the television at [redacted], and directly purchased installation services from INSTALLS Inc.Our primary business is to manage a national network of independent contractors (techs) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. Our services are performed by a network of independent contracting installers (techs) with whom we have contracted to perform services on our behalf.In this instance, the customer directly purchased our installation services to perform a basic setup of a television he purchased from [redacted]. The facts are as follows:On August 30, 2014, we electronically received an order from [redacted] to set up a television on a stand for Mr. [redacted]. On August 31st 2014, the order was scheduled for September 3rd 2014. On August 31st 2014, we received an electronic update that the order was canceled from [redacted].On September 3, 2014, Mr. [redacted] called us to inquire why his order cancelled. At that time, we explained to him that the order might have been cancelled due to an issue with his credit card. As we are authorized to do, we processed a payment of $97.64 and created an order manually to complete the setup of his television. We then contacted a tech [redacted] and [redacted] reported the services to us as being completed that day.On September 4, 2014, Mr. [redacted] called us to request a service call. The tech that was dispatched to Mr. [redacted]'s home on September 3rd was unable to complete all of the installation work because the customer lacked an optical cable for his surround sound. In lieu of connecting an optical cable, the tech demonstrated to Mr. [redacted] how to connect the cable once he had purchased it. The customer obtained an audio cable shortly thereafter, but upon installing it himself, he could not get any sound out of his television. We subsequently attempted to contact the tech to set up a service call date for the customer, but was unable to reach the tech.On September 5, 2014, Mr. [redacted] called us to report that the tech had also left the trash from his installation on site, and that he expected the tech to remove the trash during the service call.On September 9, 2014, the tech that performed the original installation went to Mr. [redacted]'s home to perform a service call, at no charge to the customer. Our Client Resolutions department called Mr. [redacted] on September 11, 2014 to find out if Mr. [redacted] was satisfied with the service call. Mr. [redacted] replied that he was not satisfied. Although the tech had removed the packaging materials left behind in the home, and although he had caused the customer's surround sound to work again, the surround sound occasionally emitted a static sound. Mr. [redacted] also complained that the tech had not programmed his universal remote-- something that was not mentioned in his initial request for a service call. Mr. [redacted] then requested a second service call by a different contractor.On September 16, 2014, we spoke to the technician who performed both the setup and the service call to determine whether the customer's ongoing problems were due to a faulty installation, and whether we would need to purchase any additional items to make Mr. [redacted]'s television work.The tech gave us the following information about the installation:"Mr. [redacted]'s surround sound had initially failed to work because he had put the optical cable in the wrong output. The tech corrected that problem, and optimized Mr. [redacted]'s surround sound. Because Mr. [redacted] has a digital surround sound system, there should be no static sound; such noise indicates either that Mr. [redacted]'s optical cable or surround sound equipment is faulty, or may indicate user error due to a failure to toggle correctly between sound modes. The tech attempted to program Mr. [redacted]'s universal remote that was issued to him by the [redacted], but both it and his [redacted] receiver are so out-of-date that they could not be coded to work with Mr. [redacted]'s new television and surround sound system. Mr. [redacted] should contact [redacted] for a new receiver before we perform a second service call."On September 17, 2014, we contacted Mr. [redacted], informing him that the problems he was experiencing were best resolved by obtaining a new receiver from [redacted]. He claimed that all of his problems were caused by what he deemed the tech's refusal to program his remote, and continued to insist that we dispatch a second tech to perform a second service call. Fortunately, a different contractor [redacted] happened to be in the area that day, and we set up a second service call for later that day-- again, at our own expense, and at no charge to the customer.Finally, on the evening following the second service call, we contacted the tech who performed it to find out the results. Our second tech informed us that he had made use of a [redacted] IR receiver to enable Mr. [redacted]'s [redacted] remote to work with his television and surround sound system. Upon completing this work, however, Mr. [redacted] produced a second, already programmed universal remote, and proclaimed to the tech: "Now I have two."Although we are satisfied that we have not only provided Mr. [redacted] with the basic TV setup that he purchased but have went above and beyond to assist this customer with his problems.We have taken the following actions to help resolve any outstanding issues:1. Dispatched two different techs on two free service calls, and have determined conclusively that any ongoing problems with the customer's TV are not due to a faulty or incompetent installation.2. We have suggested other paths to resolution for this customer.3. We therefore suggested that any further problems the customer experiences be pursued through other means-- for example, by contacting [redacted] about his cable box.As good will gesture and loyalty to our customers, we will be issuing a partial credit to the customer in the form of a check that he should receive within 7 to 10 business days.Best,[redacted]Client ResolutionsINSTALLS, Inc.

I purchase a mattress 10/25/2015 Midlothian VA. and call Installs Inc for delivery,,the date was set for 10/28/2015 between 8:00 am and 12:00 pm... just before noon... and they attempted to reschedule... I informed them that it was unacceptable as not even a phone call,, they inform the delivery would be made between 3:00 pm and 6:00 pm... I called back at 6:00 pm and was informed the truck broke down... and attempted again to reschedule this time with a much later date 3 days away... what kind of business are these guys running...!!! I informed the again NO... after being on the phone for 1 hour,,,, now 7:00 pm ... finally and mgr. called back making attempts to complete the delivery that never happened the last call from INSTALLS was at 10:00 pm ... now it is next day and nothing but hold time and no answers.... INSTALLS Inc should be ashamed of themselves .... do yourself a favor and rent a [redacted] truck and bring your items home yourself.... this whole experience is moving me to just have the mattress returned to [redacted] (by the way it was never picked up from [redacted]) and get my INSTALL charge refunded as well....

This
responds to the complaint filed by Ms. [redacted] concerning the
installation of a television at her home at [redacted]7. Ms. [redacted] purchased the television and installation service
from [redacted].Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US.  Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf. In this
instance, [redacted] engaged our company to install a 65” television. The facts
are as follows: On 1/17/15,
we received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 1/19/15. This order was assigned to [redacted]
Communications (Servicer) based on the job type, the date and the customer’s
location. [redacted] accepted the order the same day.On 1/19/15,
the installation of the customer’s television was completed without comments or
issues from customer or servicer. On 7/10/15,
[redacted] notified INSTALLS inc that the customer reported television falling
off the wall by opening a damage claim Friday evening. On 7/13/15
(next business day), the INSTALLS inc damage claims department left a message
for the customer requesting call to discuss claim.  [redacted] called back that afternoon and
advised of the issue.  Ms. [redacted]
provided detailed information of how and when issue was discovered, what items
were potentially damaged, and what steps would be needed to review claim.  Confirmed a troubleshoot for servicer to
return that day, assess the site to determine cause of TV falling.  It was agreed we would not remount the
television, per customer request. Ms. [redacted]
called in later that day to discuss service call.  She reported that her service advised her
that because she self-installed a sound bar near television that warranty was
invalidated. Customer explained to damage claims that the sound bar was not
wall mounted; it was on a stand so she did not believe it would affect the TV
mount.  Claims agreed to continue
investigation, rather than immediately denying the claim for voided warranty.   On 7/15/15,
INSTALLS received an email with requested photos, and receipt from Ms. [redacted]. Because
[redacted] stood by assessment that the installation was out of warranty,
INSTALLS inc escalated the issue to the regional field manager on 7/15/15 to
confirm whether bolts for TV mounting bracket had been properly anchored.  Installs left a message for Ms. [redacted] on
7/15 to advise her of the status.  On 7/16/15,
INSTALLS regional field manager reviewed all site photos and confirmed that the
bolts should have held based on their current positioning and the state of the
drywall. Because there was a clear dispute (customer insisting they did not
remove television to install sound bar, [redacted] and management advising
that for a previously secure TV that was mounted correctly to fall several
months later, tampering was indicated).  INSTALLS
opened an insurance claim with [redacted]’s insurance carrier on Ms. [redacted]’s
behalf immediately so an engineer or field adjuster could double check findings
and make a final determination.  On 8/4/15,
INSTALLS offered Ms. [redacted] a customer satisfaction credit, which was clearly
explained to her to be a relationship gesture, separate from her ongoing
insurance claim.  Ms. [redacted] verbally
accepted offer and we sent a release form.  From
8/5/15-8/20/15 INSTALLS followed up regularly with Ms. [redacted], leaving several
voicemails requesting she confirm whether she received release/customer credit
offer and asking her to call if she had any questions. On 8/19/15,
Ms. [redacted] filed another Revdex.com complaint, INSTALLS inc’s first contact from her
since customer credit was offered.  Manager
Courtney Wright immediately left another message for Ms. [redacted] requesting she
call to discuss. On 8/20/15,
Ms. [redacted] called back and acknowledged that she had received INSTALLS inc’s voicemails
but had chosen not to contact us because she believed there was “nothing we could
do.”  She expressed dissatisfaction with
the insurance process so INSTALLS agreed to follow up with the insurance agent
on her behalf. Ms. [redacted] advised she was no longer willing to accept a cash
credit from INSTALLS inc because she wanted to leave her options over if she
disagrees with insurance decision.From
8/20/15-present INSTALLS has continued to follow up with customer and insurance
regarding claim status. Ms. [redacted] has not responded to messages left this
week.     INSTALLS has
worked/is working to resolve the issue through the following:
Scheduling an
immediate site inspection when damage was reported
Remaining in
constant communication with all parties, thoroughly explaining each step of
process
Instead of
denying the claim when the incident was found to be likely due to the
installation performed by [redacted], INSTALLS opened an insurance claim for
a second opinion and continues to follow up regularly with customer and
insurance adjuster.
Offering a
customer satisfaction refund of installation cost in addition to active
insurance claim (offer refused)
Jackie S[redacted] INSTALLS inc
was able to make a determination that this claim was outside of installation
warranty based on a site inspection within one week of first notice of claim.  Because customer refused to accept the
denial, INSTALLS assisted with filing an insurance claim for a second opinion.
Ms. [redacted] was advised that the insurance process may be lengthy early on and
chose to pursue that avenue rather than accept the denial of her claim.  INSTALLS is committed to continuing to follow
up with customer until a final determination is made by the insurance company.
The customer satisfaction credit is also still open. Thank you, Project Manager – Damage Claims Division  Installs inc LLC

I find it hard to believe to be an A+ rating. I have been trying to get a tv purchased from [redacted] on 11/25/16 delivered to my home. It was rescheduled once on their end stating wouldn't be in my area. They called confirmed 12/2 in the am first then changed to pm. Then the game by delivery men they have been at sams and cant find the tv mind you they never went to the store but then did receive text message to cellphone that since they weren't getting paid for the delivery they weren't going to deliver. I cant seem to find telephone number for corporate office any where. Still waiting for delivery then maybe the manager should make the delivery.