Purchased a large television from Sam's on Saturday. The service desk rep stayed on hold with me there for 30-45 minutes before an installs inc rep answered. When they did everything seemingly went smoothly- verified my member number, email, phone number, and even asked for a secondary number. The company was obviously understaffed which likely led some of the problems below. We were offered a delivery date of Tuesday, but that was not good for us and they had a Wednesday 12-5 that worked perfect.
When I got home at 5 on Wednesday, no TV. I called the same number and spoke with Michele initially who took quite a long time to figure things out, hung up on me, but did call back. She at some point put in a totally wrong phone number that affected looking up information. And, then finally comes back to tell me our delivery order did not exist. I finally asked do a supervisor. I was transferred to a Justin- what a joke and if he really is a supervisor then I understand why the service sucks. He did not listen to what I was telling him and I had to correct him on the accuracy of what he would say because he wasn't even close to what I had told him, one example- I asked to know what other companies installs delivered for and was initially told that is private and he couldn't tell me. This was because he didn't listen and thought I wanted deliverers names, it. His only focus was to get me rescheduled for 6 days later and get me off the phone. I told him that was unacceptable. He even tried to blame it on the store and I needed to call them to work it out. If he worked for me he would not after today! I then demanded to speak to his supervisor for a second time and he said a Mr. P[redacted] would give me a call back. He even gave me a phone number that sent me to a totally different department unrelated to this issue! As you can guess Mr P[redacted] never called and when I called back, the customer service rep that answered tried to transfer, but they were gone for the day. I asked her if she knew Mr P[redacted] guess what- NO! And yes I verified she was in a department that should have. It was a clear run around. This last rep was fine and at least said she would note my complaints and the fact I would never deal with this company again. Incompetence and crap customer service. Then I called Sam's club who had excellent customer service, apologized for the lack of service and customer service by installs. He said he would have a $50 gift card ready to offset the cost of renting a truck so I could pick up the tv myself. Installs F-------. Sam's A+++++++.
This responds to the complaint filed by [redacted] concerning...
the installation of her Premium On Wall TV setup at 3[redacted]. Ms. [redacted] purchased the Premium On Wall 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 (2) televisions. The facts are as follows: On 11/20/15, INSTALLS received a scheduled service order dated 12/4/2015 from [redacted] through our automated system. This order was assigned to Exquisite Home Theater (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 11/21/15:
At 2:18pm, Ms. [redacted] called INSTALLS to inform that she ordered two TV’s on 11/20/2015 and that they are expected to arrive within seven business days. Our call center informed her of the scheduled date of 12/4/2015 8am-12pm. Ms. [redacted] also indicated if the product does not arrive as scheduled, she would notify INSTALLS of the change.
On 12/4/2015:
Exquisite Home Theater (Servicer) contacted INSTALLS at 10:18am EST to report the TV is too large for the location the customer wanted the TV mounted too, and that the home required electrical work to be considered up to code. The customer informed the servicer that the home would not be inspected and when the servicer refused to perform the work he was asked to leave the site. The servicer obliged the customer’s request and contacted INSTALLS to report these details.
At 10:34am, Ms. [redacted] called INSTALLS to report that she asked the servicer to leave her home because he had a negative attitude, wrong crew size, and informed her she purchased the wrong mount.
Ms. [redacted] informed INSTALLS that the outlets were not covered and she would have this issue corrected. The order was escalated for tracking and Mrs. [redacted] was rescheduled with an alternate Servicer for 12/8/2015 8am-12pm.
On 12/5/2015
INSTALLS reviewed with the Field Manager the details associated with this site. The fact Ms. [redacted] wants the television mounted to an archway and the electrical outlets were uncovered outlets. The Field Manager concluded that the site as is was hazardous and a liability risk for installation. INSTALLS contacted Ms. [redacted] to inform her of these details and during this call Ms. [redacted] declined services. INSTALLS informed Ms. [redacted] that she could contact [redacted] for a full refund for the Installation we could not perform.
On 12/11/2015
At 6:38pm INSTALLS contacted Ms. [redacted] and left a message to discuss the escalation further.
INSTALLS is willing to discuss what action was taken regarding the Servicers behavior and what we could have done to prevent this situation in the future. INSTALLS is also available to assist Ms. [redacted] with contacting [redacted] to proceed with her refund request or assist with moving forward with an installation of the televisions if they are to be placed on a standard frame wall with covered electrical outlets. Please contact INSTALLS Client Resolution Department at 844-225-1844 at your earliest convenience for further assistance. Thank you,
Courtney W[redacted]Custom Services Manager Installs inc LLC
This
responds to the complaint filed by Ms. [redacted] concerning the
installation of range at her home at [redacted], OH 44145. Ms. [redacted]
purchased the range 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 range. The facts are as
follows:
On 5/11/2015,
INSTALLS received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 5/16/15. This order was assigned to [redacted] LLC (Servicer) based on the job type, the date and the
customer’s location. The servicer logged into the system and accepted this
assignment.
On 5/16/2015,
installation of the unit was completed. Servicer uploaded paperwork confirming
customer acceptance of work. An automated call was made to customer requesting
they contact INSTALLS with feedback on the service.
On
5/22/2015, customer [redacted] called to report that she was not
satisfied with service, because servicer did not haul away old unit, unit was
not leveled, and accessories for the unit (racks in oven) were not
installed. An escalation was opened and INSTALLS
reached out to servicer.
Integrity
Installations provided the following response to the customer’s complaints:
Customer advised
service team that she intended to keep her existing range at the beginning of
her appointment. Because of this, the “helper” technician who was brought to
assist with haul-away was dismissed from site.
Customer’s range
was re-leveled during appointment, at customer’s request, requiring a full reinstall
of unit.
Servicer denies
they spoke rudely to customer.
Servicer admitted
racks may not have been installed (they couldn’t recall), which is an
error/omission in scope of work.
After reinstall
of unit, customer told servicer she had changed her mind and wanted the old
unit hauled away. Servicer offered to schedule a return visit to do so, because
it was too late for helper to return to site,
but customer declined. Haul-away could not be safely performed with a
one-man crew.
After obtaining servicer’s notes, INSTALLS
left customer two messages, eventually receiving return call on 5/28.
Because of
the potential omission of rack/accessory installation and the customer’s
general dissatisfaction, INSTALLS offered the customer a $50 cash credit.
Customer rejected the offer, so the maximum $75 customer care credit was
offered by manager [redacted]. Customer insisted on full refund, which was
judged to be unwarranted, as the omission on her claim was minor (accessory
installation) and the offer to haul away her old unit stood. Final offer of $75 was rejected by customer,
at which time claim was closed.
Due to
continued customer dissatisfaction, upper management has authorized a $100
customer satisfaction credit, which was accepted by customer.
We tried/are
trying to accommodate Ms. O’Leary through the following actions:
Offering a $100
credit
Offering to
schedule a service call to complete haul-away
The customer
has confirmed acceptance of the $100 customer satisfaction credit and this
claim is closed as resolved in our system.
Thank you,
[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC
This
responds to the complaint filed by Mr. [redacted] [redacted] concerning the installation
of dishwasher at his home at [redacted] Mr. [redacted]
purchased the dishwasher 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 dishwasher. The facts are
as follows:
On 6/12/15,
we received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 6/18/15. This order was assigned to Any Assembly
Required (Servicer) based on the job type, the date and the customer’s
location. Due to a scheduling conflict, INSTALLS contacted the customer on
6/17/15 and confirmed final schedule date of 6/23/15.
On 6/23/15,
dishwasher was installed and [redacted] signed off on paperwork verifying
completion without issues.
On 7/14/15,
[redacted] contacted INSTALLS to advise that a dishwasher leak had been reported.
INSTALLS opened a damage claim and reached out to Mr. [redacted], scheduling a return
for the following day.
On 7/15/15
Any Assembly Required returned to site to assess leak. Diagnosis was as
follows:
Drain hose was
defective
Water was
dripping from a crack in discharge pump
Appliance
exchange recommended
Any Assembly
offered to perform exchange on Friday 7/17/15, but earliest availability of
equipment was Saturday 7/18/15. [redacted] confirmed they would set up an
exchange ticket.
On 7/16/15,
the INSTALLS damage claims department left a message for Mr. [redacted] requesting he
call to discuss his claim/confirm if any property damage was present.
On 7/17/15,
a second message was left for Mr. [redacted] requesting he call to discuss the claim.
On 7/20/15:
INSTALLS damage
claims reached [redacted] to discuss claim. Mrs. [redacted] advised that they had
engaged a plumber because her husband didn’t believe unit was defective based
on his observations of the installation. She noted she had spoken with [redacted] at
[redacted] who agreed to pay for the plumber. INSTALLS agreed to reach out to the local [redacted] store for clarification.
The damage claims
department contacted the local [redacted] store and spoke with [redacted], who advised
that the customer’s account was incorrect. He said that he suggested an
appointment to have a different INSTALLS servicer out to assess the damage. [redacted]
noted that an uninstall of unit would be required during next visit because
customer had purchased a new dishwasher from [redacted]. INSTALLS agreed to roll on
an uninstall visit, which [redacted] created in the system.
Mrs. [redacted] called
in to INSTALLS customer service to request a second INSTALLS site inspection
the following day (7/21/15). Customer
servicer agreed to notify damage claims so they could call her back to discuss.
INSTALLS damage
claims contacted Mrs, [redacted] and scheduled a return appointment for 7/22/15 with
a different service partner ([redacted]).
On 7/22/15,
[redacted] rolled as scheduled and they diagnosed the cause of leak
as an incorrect clamp causing too much tension. They recommended that a
cleaning company be engaged for mold prevention..
On 7/24/15
and 7/27/15 follow up messages were left for the customer requesting call to
discuss resolution.
On 7/27/15,
[redacted] called back and agreed to send in estimates/bills for the cost to
repair water damage. As of this week,
customer is working on obtaining estimates and INSTALLS and customer are in touch
regarding the claim.
INSTALLS has
worked/is working to resolve this issue through the following:
Performing a
troubleshoot within 24 hours of notice that there was a leak
Sending a
different servicer out for a second opinion within 48 hours of the request for
one
Working with
customer to determine best repair method/resolution for his damages.
This claim is currently still in progress.
INSTALLS will continue to work with Mr. [redacted] to reach a resolution.
Thank you, Jackie S[redacted] , Project Manager – Damage Claims Division, Installs inc LLC
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, [redacted] The electrical work was done by a licensed electrician and was up to codes. Another installation company installed both tvs in the locations desired by myself. I can send photos of both. The representative of Installs said that the installer said there was exposed wires. Not true. I told the company that installed the tvs what the other company said and did and they did not understand as they saw no evidence of exposed wires. They Comformed that the electrical outlets were up to code be aside one of the installers was an electrician as well. Both of my tvs are installed in the exact location I asked Installs company service tech to do. Not once did Onstalls offer to send anyone out to inspect or verify what their service techs stated was improper at my home. Nothing is improper my outlets are up to code the tv is not too large as it is currently on the wall in BOTH locations. Would you like pictures to verify?? Both tvs are mounted and installed. Remember the locations I asked for where are lady estimated by another audio video installation company and were not locations I selected but rather the professional designer with Easy Living Clearwater Florida. I think that a installs as a company let the ball drop when they did. It send two installers as customary with wall tv mounting projects and as advertised by [redacted] that a pre-installation walk through would be performed. Which did. It ever happen. Both tvs were delivery 10 days prior to the proposed installation date so the company had ample time. They just did not follow proceed according to [redacted]s description for wall tv installations. Again my complaint stands because another company installed both tvs as I ask Installs to do. I had to pay for that installation in additional to what I paid Installs.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The Installs response omits numerous facts:
1) I attempted twice, without success, to contact Installs via their customer service telephone number on the evening of June 20, 2016. I was placed in a queue both times, and subsequently disconnected both times. I placed a call to [redacted] at [redacted] Club in Easton, PA who offered to contact Installs on my behalf. Mark was eventually able to get though to Installs. He was not able to get through to Installs until after the original delivery window had closed;
2) While Installs did contact me to reschedule the delivery, that communication (via email, not telephone) was not sent until 7:01 PM on the evening of June 20, 2016 - more than two hours after the original delivery window had closed. I have attached that email;
3) The problem with the new television setup was not a problem with the cable box which was functioning perfectly fine before and after the installation. The problem was determined to be an improper factory setup of the television itself. I was able to resolve this by contacting the manufacturer, and with their assistance, corrected the improper TV setup.
I will consider this matter resolved when I am in receipt of the $100 gift card promised to me by Installs. I will notify Revdex.com when that occurs.
Regards,
[redacted]
Revdex.com, Inc. (Upstate, NY)
100 Bryant Woods South
Amherst, NY 14228Re: Mr. [redacted]
Complaint ID#: [redacted]his responds to the complaint filed by Mr. [redacted] concerning the repair of a [redacted] Television at his home at [redacted] Our primary business is to manage a national network of independent contractors (Techs) who perform delivery, installation, repair, and assemblies of consumer electronic products, appliances, as well as fitness equipment. Typi[redacted]ly, 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, [redacted] engaged our company to perform the swap out of a main board. On January 10, 2014, we received the request from [redacted]
On January 13, 2014, we reached out to Mr. [redacted] to schedule and a message was left. Mr. [redacted] returned our [redacted]l at which time we scheduled him for the repair on 1/17/2014 with [redacted] any time between 8am-12noon. We also ordered the part and arranged it to be shipped to Mr. [redacted] location.
On January 17, 2014, Mr. [redacted]led INSTALLS inc to look for an ETA on when the technician would be arriving; he wanted a 1-hour window instead of the 8am-12noon. One general Mr. [redacted] Service Representatives sent the technician an email and informed Mr. [redacted] that a 1-hour ETA window can be requested but we could not guarantee it. Mr. [redacted] was then transferred over to [redacted] our [redacted] Repair Mr. [redacted] Service Specialist. Mr. [redacted] then asked [redacted] to reschedule his appointment to 1/31/2014 between 8am-9am. [redacted] again advised the Mr. [redacted] that we cannot guarantee a 1-hour window but will make the request. [redacted] rescheduled Mr. [redacted] for 1/31/2014 8am-12noon with [redacted].
On January 30, 2014, [redacted] contacted the technician to confirm that he could roll out to Mr. [redacted] between 8am-9am. The technician stated that he would [redacted]l the Mr. [redacted] and confirm the appointment time. [redacted] then attempted to contact Mr. [redacted] but left a message to advise that the technician would be contacting him to confirm the arrival time.
On January 31, 2014, one of our es[redacted]ation agents [redacted] contacted the technician at 8:24am and he informed [redacted] that he would be on his way to the job. Mr. [redacted] contacted [redacted] at 9:12am and informed him that the technician still had not arrived. [redacted] left the technician a message to inquire on arrival times. At 9:51am, Mr. [redacted] contacted [redacted] and advised that he would need to reschedule the repair.
On February 3, 2014, one of general scheduling agents scheduled Mr. [redacted] for 2/14/2014 with [redacted] as Mr. [redacted] informed us that he is only available on Fridays and it needed to be two weeks out.
On February 10, 2014, [redacted] contacted our field manager in the California area to inform him of the issues surrounding getting the technician to show up for this repair. The field manager confirmed that we had a different technician named [redacted] in the area that we could use that can meet the 2/14/2014 date between 8am-12noon. The order was then reassigned from [redacted] to [redacted] in our system.
On February 14, 2014, [redacted] spoke to the technician at 9:54am and was told that they would be there by 12noon and that he would [redacted]l the Mr. [redacted] when they are on the way. At 9:57am, Mr. [redacted]led to question the arrival time of [redacted]. At 11:22am, [redacted]led us to inform us that his arrival will be closer to 12noon. At 11:26am, Mr. [redacted] stated that he will give [redacted] until Noon to arrive or he will need to reschedule for 2/28/2014 and he would need to be the first appointment of the day. At 12:54pm, Mr. [redacted]led into our company, spoke with [redacted], and requested to speak with his supervisor. [redacted] notes when he got back to the phone the Mr. [redacted] had disconnected the [redacted]l. [redacted] rescheduled Mr. [redacted] for 2/28/2014 with [redacted] and apologized for the multiple reschedules at which time Mr. [redacted] asked for compensation.
Over the next few days, [redacted] blocked off any orders from being scheduled to [redacted] on 2/28 in the morning to ensure that our scheduling and routing software does not move orders around.
On 2/28, [redacted] stated to [redacted] that he replaced the main board and the television is still experiencing the same issues. The issue was then referred to [redacted] for further recommendations on this repair.
We have since received the go ahead to create a service [redacted]l, order a different main board, along with a power board, and a new remote for the customer, and see if this solves the problems.
The service [redacted]l is scheduled for 3/14/2014 with [redacted] between 8am-12noon.
Based on the issues with [redacted] being the assigned technician and accepting this job multiple times and never showing up we have removed him from our recommended list of technicians to use for this area.
The account executive for [redacted] here at INSTALLS inc has also reached out to the customer on 3/5/2014 and left a message to discuss this.
The continuing repairs or the replacement of the television is something that would need to be approved and ran through [redacted] We have every intention on compensating Mr. [redacted] after the services has been finalized for the technicians’ failure contact Mr. [redacted] when they stated that they would as well as the technician’s failure to show up on 1/17, and 1/31, as well as the alternate technician’s failure to arrive by 12noon on 2/14.
The repair or the replacement of the television is something that would need to be approved and ran through [redacted] ...⇄ Truly Yours, ...⇄ INSTALLS inc ...⇄ By: [redacted] ...⇄ ...⇄ Resolutions Manager
Re: Mr. [redacted]Complaint ID#: [redacted]
10pt">This responds to the complaint filed by Mr. [redacted] concerning the installation of a replacement dishwasher 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 appliances, consumer electronic products, 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 replacement dishwasher and haul away the old dishwasher.
The facts are as follows:
On 8/29/2014, we received an order electronically from [redacted] to deliver and install a dishwasher and haul away the old unit.
On 8/30/2014, we spoke with the Mr. [redacted] and scheduled the service for 9/4/2014 with a show time between 8am and 5pm. The order assigned to our independent contractor [redacted]. [redacted] declined the service.
On 9/2/2014, we reassigned the order to our independent contractor [redacted].
On 9/4/2014, the service was completed.
On 9/23/2014, we received an order electronically from [redacted] to complete a service call which [redacted] scheduled for 9/30/2014. This order was assigned to our independent contractor [redacted]. Shortly after Mr. [redacted] called into our office and rescheduled the service for 9/26/2014 between 8am and 5pm.
On 9/25/2014, Mr. [redacted] called into our office to confirm that the appointment was still set for 9/26/2014. We confirmed that it was showing as scheduled in our system and advised Mr. [redacted] that the technician will contact him the night before to give him a 3-hour window for his show time.
On 9/26/2014, we received a call from [redacted] stating that Mr. [redacted] was not home and unreachable. We called Mr. [redacted] and left a voicemail advising that the technician was onsite and there was no one home so we will need to reschedule. Mr. [redacted] called us shortly thereafter and stated that he never received a call from [redacted] advising of the 3-hour window and he had to run an errand, which caused him to miss the technician. Mr. [redacted] stated that he spoke to [redacted] and he will be returning between 4pm and 5pm. Mr. [redacted] then stated that the door on the dishwasher is popping open causing steam and water to damage his countertops. We advised him at that time that someone from our Client Resolution Team will contact him in regards to discuss the damages. Mr. [redacted] called in after the service call and stated that [redacted] advised him the [redacted] pushed the dishwasher too far back and should not have completed the installation. Mr. [redacted] also stated [redacted] advised him that he would need to reselect a different dishwasher without brackets in the back and have some flooring removed. Mr. [redacted] stated that they would not pay the difference for a new unit because the installation should have taken place in the first place.
On 9/30/2014, an agent from our damage claim department spoke to Mr. [redacted] and advised in order to assist with determining liability we would need pictures of the damage as well as pictures of the dishwasher showing that is was set too far back. We also requested estimates for the repairs to the area.
On 10/1/2014, we received pictures from Mr. [redacted] and continued to wait on the estimates. The pictures received did not show the full dishwasher we asked him to resend pictures of a full view of the dishwasher.
On 10/3/2014, we received an order electronically from [redacted] to install another dishwasher, which they scheduled for 10/8/2014. This order was assigned to our independent contractor [redacted].
On 10/6/2014, Mr. [redacted] called us to advise that no one wants to give him an estimate they only want to replace the entire countertop not repair just the area that was damaged.
On 10/8/2014, the new dishwasher installation was completed.
On 10/13/2014, we spoke to Mr. [redacted] and advised them that there was no evidence that the dishwasher was installed improperly. That as it stands the steam from the type of unit he purchased was the cause of the damage. The claim was denied at this time.
After INSTALLS inc confirmed with [redacted] that indeed the original installation should not have been performed until the customer had their flooring altered we have sent the customer a release form to sign and return to us in order to settle the claim for $1408.51. Once the release form is signed, notarized, and returned back to us a check will be US mailed to Mr. [redacted].
Very Truly Yours, INSTALLS inc
Purchased a large television from Sam's on Saturday. The service desk rep stayed on hold with me there for 30-45 minutes before an installs inc rep answered. When they did everything seemingly went smoothly- verified my member number, email, phone number, and even asked for a secondary number. The company was obviously understaffed which likely led some of the problems below. We were offered a delivery date of Tuesday, but that was not good for us and they had a Wednesday 12-5 that worked perfect.
t. His only focus was to get me rescheduled for 6 days later and get me off the phone. I told him that was unacceptable. He even tried to blame it on the store and I needed to call them to work it out. If he worked for me he would not after today! I then demanded to speak to his supervisor for a second time and he said a Mr. P[redacted] would give me a call back. He even gave me a phone number that sent me to a totally different department unrelated to this issue! As you can guess Mr P[redacted] never called and when I called back, the customer service rep that answered tried to transfer, but they were gone for the day. I asked her if she knew Mr P[redacted] guess what- NO! And yes I verified she was in a department that should have. It was a clear run around. This last rep was fine and at least said she would note my complaints and the fact I would never deal with this company again. Incompetence and crap customer service. Then I called Sam's club who had excellent customer service, apologized for the lack of service and customer service by installs. He said he would have a $50 gift card ready to offset the cost of renting a truck so I could pick up the tv myself. Installs F-------. Sam's A+++++++.
When I got home at 5 on Wednesday, no TV. I called the same number and spoke with Michele initially who took quite a long time to figure things out, hung up on me, but did call back. She at some point put in a totally wrong phone number that affected looking up information. And, then finally comes back to tell me our delivery order did not exist. I finally asked do a supervisor. I was transferred to a Justin- what a joke and if he really is a supervisor then I understand why the service sucks. He did not listen to what I was telling him and I had to correct him on the accuracy of what he would say because he wasn't even close to what I had told him, one example- I asked to know what other companies installs delivered for and was initially told that is private and he couldn't tell me. This was because he didn't listen and thought I wanted deliverers names, i
This responds to the complaint filed by [redacted] concerning...
the installation of her Premium On Wall TV setup at 3[redacted]. Ms. [redacted] purchased the Premium On Wall 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 (2) televisions. The facts are as follows: On 11/20/15, INSTALLS received a scheduled service order dated 12/4/2015 from [redacted] through our automated system. This order was assigned to Exquisite Home Theater (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 11/21/15:
At 2:18pm, Ms. [redacted] called INSTALLS to inform that she ordered two TV’s on 11/20/2015 and that they are expected to arrive within seven business days. Our call center informed her of the scheduled date of 12/4/2015 8am-12pm. Ms. [redacted] also indicated if the product does not arrive as scheduled, she would notify INSTALLS of the change.
On 12/4/2015:
Exquisite Home Theater (Servicer) contacted INSTALLS at 10:18am EST to report the TV is too large for the location the customer wanted the TV mounted too, and that the home required electrical work to be considered up to code. The customer informed the servicer that the home would not be inspected and when the servicer refused to perform the work he was asked to leave the site. The servicer obliged the customer’s request and contacted INSTALLS to report these details.
At 10:34am, Ms. [redacted] called INSTALLS to report that she asked the servicer to leave her home because he had a negative attitude, wrong crew size, and informed her she purchased the wrong mount.
Ms. [redacted] informed INSTALLS that the outlets were not covered and she would have this issue corrected. The order was escalated for tracking and Mrs. [redacted] was rescheduled with an alternate Servicer for 12/8/2015 8am-12pm.
On 12/5/2015
INSTALLS reviewed with the Field Manager the details associated with this site. The fact Ms. [redacted] wants the television mounted to an archway and the electrical outlets were uncovered outlets. The Field Manager concluded that the site as is was hazardous and a liability risk for installation. INSTALLS contacted Ms. [redacted] to inform her of these details and during this call Ms. [redacted] declined services. INSTALLS informed Ms. [redacted] that she could contact [redacted] for a full refund for the Installation we could not perform.
On 12/11/2015
At 6:38pm INSTALLS contacted Ms. [redacted] and left a message to discuss the escalation further.
INSTALLS is willing to discuss what action was taken regarding the Servicers behavior and what we could have done to prevent this situation in the future. INSTALLS is also available to assist Ms. [redacted] with contacting [redacted] to proceed with her refund request or assist with moving forward with an installation of the televisions if they are to be placed on a standard frame wall with covered electrical outlets. Please contact INSTALLS Client Resolution Department at 844-225-1844 at your earliest convenience for further assistance. Thank you,
Courtney W[redacted]Custom Services Manager Installs inc LLC
...
This
responds to the complaint filed by Ms. [redacted] concerning the
installation of range at her home at [redacted], OH 44145. Ms. [redacted]
purchased the range 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 range. The facts are as
follows:
On 5/11/2015,
INSTALLS received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 5/16/15. This order was assigned to [redacted] LLC (Servicer) based on the job type, the date and the
customer’s location. The servicer logged into the system and accepted this
assignment.
On 5/16/2015,
installation of the unit was completed. Servicer uploaded paperwork confirming
customer acceptance of work. An automated call was made to customer requesting
they contact INSTALLS with feedback on the service.
On
5/22/2015, customer [redacted] called to report that she was not
satisfied with service, because servicer did not haul away old unit, unit was
not leveled, and accessories for the unit (racks in oven) were not
installed. An escalation was opened and INSTALLS
reached out to servicer.
Integrity
Installations provided the following response to the customer’s complaints:
Customer advised
service team that she intended to keep her existing range at the beginning of
her appointment. Because of this, the “helper” technician who was brought to
assist with haul-away was dismissed from site.
Customer’s range
was re-leveled during appointment, at customer’s request, requiring a full reinstall
of unit.
Servicer denies
they spoke rudely to customer.
Servicer admitted
racks may not have been installed (they couldn’t recall), which is an
error/omission in scope of work.
After reinstall
of unit, customer told servicer she had changed her mind and wanted the old
unit hauled away. Servicer offered to schedule a return visit to do so, because
it was too late for helper to return to site,
but customer declined. Haul-away could not be safely performed with a
one-man crew.
After obtaining servicer’s notes, INSTALLS
left customer two messages, eventually receiving return call on 5/28.
Because of
the potential omission of rack/accessory installation and the customer’s
general dissatisfaction, INSTALLS offered the customer a $50 cash credit.
Customer rejected the offer, so the maximum $75 customer care credit was
offered by manager [redacted]. Customer insisted on full refund, which was
judged to be unwarranted, as the omission on her claim was minor (accessory
installation) and the offer to haul away her old unit stood. Final offer of $75 was rejected by customer,
at which time claim was closed.
Due to
continued customer dissatisfaction, upper management has authorized a $100
customer satisfaction credit, which was accepted by customer.
We tried/are
trying to accommodate Ms. O’Leary through the following actions:
Offering a $100
credit
Offering to
schedule a service call to complete haul-away
The customer
has confirmed acceptance of the $100 customer satisfaction credit and this
claim is closed as resolved in our system.
Thank you,
[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC
...
This
responds to the complaint filed by Mr. [redacted] [redacted] concerning the installation
of dishwasher at his home at [redacted] Mr. [redacted]
purchased the dishwasher 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 dishwasher. The facts are
as follows:
On 6/12/15,
we received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 6/18/15. This order was assigned to Any Assembly
Required (Servicer) based on the job type, the date and the customer’s
location. Due to a scheduling conflict, INSTALLS contacted the customer on
6/17/15 and confirmed final schedule date of 6/23/15.
On 6/23/15,
dishwasher was installed and [redacted] signed off on paperwork verifying
completion without issues.
On 7/14/15,
[redacted] contacted INSTALLS to advise that a dishwasher leak had been reported.
INSTALLS opened a damage claim and reached out to Mr. [redacted], scheduling a return
for the following day.
On 7/15/15
Any Assembly Required returned to site to assess leak. Diagnosis was as
follows:
Drain hose was
defective
Water was
dripping from a crack in discharge pump
Appliance
exchange recommended
Any Assembly
offered to perform exchange on Friday 7/17/15, but earliest availability of
equipment was Saturday 7/18/15. [redacted] confirmed they would set up an
exchange ticket.
On 7/16/15,
the INSTALLS damage claims department left a message for Mr. [redacted] requesting he
call to discuss his claim/confirm if any property damage was present.
On 7/17/15,
a second message was left for Mr. [redacted] requesting he call to discuss the claim.
On 7/20/15:
INSTALLS damage
claims reached [redacted] to discuss claim. Mrs. [redacted] advised that they had
engaged a plumber because her husband didn’t believe unit was defective based
on his observations of the installation. She noted she had spoken with [redacted] at
[redacted] who agreed to pay for the plumber. INSTALLS agreed to reach out to the local [redacted] store for clarification.
The damage claims
department contacted the local [redacted] store and spoke with [redacted], who advised
that the customer’s account was incorrect. He said that he suggested an
appointment to have a different INSTALLS servicer out to assess the damage. [redacted]
noted that an uninstall of unit would be required during next visit because
customer had purchased a new dishwasher from [redacted]. INSTALLS agreed to roll on
an uninstall visit, which [redacted] created in the system.
Mrs. [redacted] called
in to INSTALLS customer service to request a second INSTALLS site inspection
the following day (7/21/15). Customer
servicer agreed to notify damage claims so they could call her back to discuss.
INSTALLS damage
claims contacted Mrs, [redacted] and scheduled a return appointment for 7/22/15 with
a different service partner ([redacted]).
On 7/22/15,
[redacted] rolled as scheduled and they diagnosed the cause of leak
as an incorrect clamp causing too much tension. They recommended that a
cleaning company be engaged for mold prevention..
On 7/24/15
and 7/27/15 follow up messages were left for the customer requesting call to
discuss resolution.
On 7/27/15,
[redacted] called back and agreed to send in estimates/bills for the cost to
repair water damage. As of this week,
customer is working on obtaining estimates and INSTALLS and customer are in touch
regarding the claim.
INSTALLS has
worked/is working to resolve this issue through the following:
Performing a
troubleshoot within 24 hours of notice that there was a leak
Sending a
different servicer out for a second opinion within 48 hours of the request for
one
Working with
customer to determine best repair method/resolution for his damages.
This claim is currently still in progress.
INSTALLS will continue to work with Mr. [redacted] to reach a resolution.
Thank you, Jackie S[redacted] , Project Manager – Damage Claims Division, Installs inc LLC
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards, [redacted] The electrical work was done by a licensed electrician and was up to codes. Another installation company installed both tvs in the locations desired by myself. I can send photos of both. The representative of Installs said that the installer said there was exposed wires. Not true. I told the company that installed the tvs what the other company said and did and they did not understand as they saw no evidence of exposed wires. They Comformed that the electrical outlets were up to code be aside one of the installers was an electrician as well. Both of my tvs are installed in the exact location I asked Installs company service tech to do. Not once did Onstalls offer to send anyone out to inspect or verify what their service techs stated was improper at my home. Nothing is improper my outlets are up to code the tv is not too large as it is currently on the wall in BOTH locations. Would you like pictures to verify?? Both tvs are mounted and installed. Remember the locations I asked for where are lady estimated by another audio video installation company and were not locations I selected but rather the professional designer with Easy Living Clearwater Florida. I think that a installs as a company let the ball drop when they did. It send two installers as customary with wall tv mounting projects and as advertised by [redacted] that a pre-installation walk through would be performed. Which did. It ever happen. Both tvs were delivery 10 days prior to the proposed installation date so the company had ample time. They just did not follow proceed according to [redacted]s description for wall tv installations. Again my complaint stands because another company installed both tvs as I ask Installs to do. I had to pay for that installation in additional to what I paid Installs.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
The Installs response omits numerous facts:
1) I attempted twice, without success, to contact Installs via their customer service telephone number on the evening of June 20, 2016. I was placed in a queue both times, and subsequently disconnected both times. I placed a call to [redacted] at [redacted] Club in Easton, PA who offered to contact Installs on my behalf. Mark was eventually able to get though to Installs. He was not able to get through to Installs until after the original delivery window had closed;
2) While Installs did contact me to reschedule the delivery, that communication (via email, not telephone) was not sent until 7:01 PM on the evening of June 20, 2016 - more than two hours after the original delivery window had closed. I have attached that email;
3) The problem with the new television setup was not a problem with the cable box which was functioning perfectly fine before and after the installation. The problem was determined to be an improper factory setup of the television itself. I was able to resolve this by contacting the manufacturer, and with their assistance, corrected the improper TV setup.
I will consider this matter resolved when I am in receipt of the $100 gift card promised to me by Installs. I will notify Revdex.com when that occurs.
Regards,
[redacted]
Revdex.com, Inc. (Upstate, NY)
100 Bryant Woods South
Amherst, NY 14228Re: Mr. [redacted]
Complaint ID#: [redacted]his responds to the complaint filed by Mr. [redacted] concerning the repair of a [redacted] Television at his home at [redacted] Our primary business is to manage a national network of independent contractors (Techs) who perform delivery, installation, repair, and assemblies of consumer electronic products, appliances, as well as fitness equipment. Typi[redacted]ly, 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, [redacted] engaged our company to perform the swap out of a main board. On January 10, 2014, we received the request from [redacted]
On January 13, 2014, we reached out to Mr. [redacted] to schedule and a message was left. Mr. [redacted] returned our [redacted]l at which time we scheduled him for the repair on 1/17/2014 with [redacted] any time between 8am-12noon. We also ordered the part and arranged it to be shipped to Mr. [redacted] location.
On January 17, 2014, Mr. [redacted]led INSTALLS inc to look for an ETA on when the technician would be arriving; he wanted a 1-hour window instead of the 8am-12noon. One general Mr. [redacted] Service Representatives sent the technician an email and informed Mr. [redacted] that a 1-hour ETA window can be requested but we could not guarantee it. Mr. [redacted] was then transferred over to [redacted] our [redacted] Repair Mr. [redacted] Service Specialist. Mr. [redacted] then asked [redacted] to reschedule his appointment to 1/31/2014 between 8am-9am. [redacted] again advised the Mr. [redacted] that we cannot guarantee a 1-hour window but will make the request. [redacted] rescheduled Mr. [redacted] for 1/31/2014 8am-12noon with [redacted].
On January 30, 2014, [redacted] contacted the technician to confirm that he could roll out to Mr. [redacted] between 8am-9am. The technician stated that he would [redacted]l the Mr. [redacted] and confirm the appointment time. [redacted] then attempted to contact Mr. [redacted] but left a message to advise that the technician would be contacting him to confirm the arrival time.
On January 31, 2014, one of our es[redacted]ation agents [redacted] contacted the technician at 8:24am and he informed [redacted] that he would be on his way to the job. Mr. [redacted] contacted [redacted] at 9:12am and informed him that the technician still had not arrived. [redacted] left the technician a message to inquire on arrival times. At 9:51am, Mr. [redacted] contacted [redacted] and advised that he would need to reschedule the repair.
On February 3, 2014, one of general scheduling agents scheduled Mr. [redacted] for 2/14/2014 with [redacted] as Mr. [redacted] informed us that he is only available on Fridays and it needed to be two weeks out.
On February 10, 2014, [redacted] contacted our field manager in the California area to inform him of the issues surrounding getting the technician to show up for this repair. The field manager confirmed that we had a different technician named [redacted] in the area that we could use that can meet the 2/14/2014 date between 8am-12noon. The order was then reassigned from [redacted] to [redacted] in our system.
On February 14, 2014, [redacted] spoke to the technician at 9:54am and was told that they would be there by 12noon and that he would [redacted]l the Mr. [redacted] when they are on the way. At 9:57am, Mr. [redacted]led to question the arrival time of [redacted]. At 11:22am, [redacted]led us to inform us that his arrival will be closer to 12noon. At 11:26am, Mr. [redacted] stated that he will give [redacted] until Noon to arrive or he will need to reschedule for 2/28/2014 and he would need to be the first appointment of the day. At 12:54pm, Mr. [redacted]led into our company, spoke with [redacted], and requested to speak with his supervisor. [redacted] notes when he got back to the phone the Mr. [redacted] had disconnected the [redacted]l. [redacted] rescheduled Mr. [redacted] for 2/28/2014 with [redacted] and apologized for the multiple reschedules at which time Mr. [redacted] asked for compensation.
Over the next few days, [redacted] blocked off any orders from being scheduled to [redacted] on 2/28 in the morning to ensure that our scheduling and routing software does not move orders around.
On 2/28, [redacted] stated to [redacted] that he replaced the main board and the television is still experiencing the same issues. The issue was then referred to [redacted] for further recommendations on this repair.
We have since received the go ahead to create a service [redacted]l, order a different main board, along with a power board, and a new remote for the customer, and see if this solves the problems.
The service [redacted]l is scheduled for 3/14/2014 with [redacted] between 8am-12noon.
Based on the issues with [redacted] being the assigned technician and accepting this job multiple times and never showing up we have removed him from our recommended list of technicians to use for this area.
The account executive for [redacted] here at INSTALLS inc has also reached out to the customer on 3/5/2014 and left a message to discuss this.
The continuing repairs or the replacement of the television is something that would need to be approved and ran through [redacted] We have every intention on compensating Mr. [redacted] after the services has been finalized for the technicians’ failure contact Mr. [redacted] when they stated that they would as well as the technician’s failure to show up on 1/17, and 1/31, as well as the alternate technician’s failure to arrive by 12noon on 2/14.
The repair or the replacement of the television is something that would need to be approved and ran through [redacted]
...⇄ Truly Yours,
...⇄ INSTALLS inc
...⇄ By: [redacted]
...⇄ ...⇄ Resolutions Manager
Re: Mr. [redacted]Complaint ID#: [redacted]
10pt">This responds to the complaint filed by Mr. [redacted] concerning the installation of a replacement dishwasher 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 appliances, consumer electronic products, 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 replacement dishwasher and haul away the old dishwasher.
The facts are as follows:
On 8/29/2014, we received an order electronically from [redacted] to deliver and install a dishwasher and haul away the old unit.
On 8/30/2014, we spoke with the Mr. [redacted] and scheduled the service for 9/4/2014 with a show time between 8am and 5pm. The order assigned to our independent contractor [redacted]. [redacted] declined the service.
On 9/2/2014, we reassigned the order to our independent contractor [redacted].
On 9/4/2014, the service was completed.
On 9/23/2014, we received an order electronically from [redacted] to complete a service call which [redacted] scheduled for 9/30/2014. This order was assigned to our independent contractor [redacted]. Shortly after Mr. [redacted] called into our office and rescheduled the service for 9/26/2014 between 8am and 5pm.
On 9/25/2014, Mr. [redacted] called into our office to confirm that the appointment was still set for 9/26/2014. We confirmed that it was showing as scheduled in our system and advised Mr. [redacted] that the technician will contact him the night before to give him a 3-hour window for his show time.
On 9/26/2014, we received a call from [redacted] stating that Mr. [redacted] was not home and unreachable. We called Mr. [redacted] and left a voicemail advising that the technician was onsite and there was no one home so we will need to reschedule. Mr. [redacted] called us shortly thereafter and stated that he never received a call from [redacted] advising of the 3-hour window and he had to run an errand, which caused him to miss the technician. Mr. [redacted] stated that he spoke to [redacted] and he will be returning between 4pm and 5pm. Mr. [redacted] then stated that the door on the dishwasher is popping open causing steam and water to damage his countertops. We advised him at that time that someone from our Client Resolution Team will contact him in regards to discuss the damages. Mr. [redacted] called in after the service call and stated that [redacted] advised him the [redacted] pushed the dishwasher too far back and should not have completed the installation. Mr. [redacted] also stated [redacted] advised him that he would need to reselect a different dishwasher without brackets in the back and have some flooring removed. Mr. [redacted] stated that they would not pay the difference for a new unit because the installation should have taken place in the first place.
On 9/30/2014, an agent from our damage claim department spoke to Mr. [redacted] and advised in order to assist with determining liability we would need pictures of the damage as well as pictures of the dishwasher showing that is was set too far back. We also requested estimates for the repairs to the area.
On 10/1/2014, we received pictures from Mr. [redacted] and continued to wait on the estimates. The pictures received did not show the full dishwasher we asked him to resend pictures of a full view of the dishwasher.
On 10/3/2014, we received an order electronically from [redacted] to install another dishwasher, which they scheduled for 10/8/2014. This order was assigned to our independent contractor [redacted].
On 10/6/2014, Mr. [redacted] called us to advise that no one wants to give him an estimate they only want to replace the entire countertop not repair just the area that was damaged.
On 10/8/2014, the new dishwasher installation was completed.
On 10/13/2014, we spoke to Mr. [redacted] and advised them that there was no evidence that the dishwasher was installed improperly. That as it stands the steam from the type of unit he purchased was the cause of the damage. The claim was denied at this time.
After INSTALLS inc confirmed with [redacted] that indeed the original installation should not have been performed until the customer had their flooring altered we have sent the customer a release form to sign and return to us in order to settle the claim for $1408.51. Once the release form is signed, notarized, and returned back to us a check will be US mailed to Mr. [redacted].
Very Truly Yours, INSTALLS inc