Installs LLC

On 10/6/2015, INSTALLS received a call from [redacted] before 12noon informing the servicer has not arrivedINSTALLS contacted the assigned servicer who informed the customer was on the schedule [redacted] was informed of this informationBefore 5pm, INSTALLS received another call from [redacted] [redacted] 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 [redacted] 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 [redacted] concerning the delivery, set up and haul-away of a Mattress set at [redacted] *** [redacted] purchased the Mattress delivery, setup and haul-away on 10/3/ 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 [redacted] 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 [redacted] 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 [redacted] was advised that we needed to try to get coverage for the service today and we would call her back to discuss [redacted] 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 [redacted] 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 [redacted] 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, [redacted] Operations Manager installs Main St, Buffalo NY t844-294-

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 installationOn 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/and is never showing as being completedOn 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

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 codesAnother installation company installed both tvs in the locations desired by myselfI can send photos of bothThe representative of Installs said that the installer said there was exposed wiresNot trueI 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 wiresThey Comformed that the electrical outlets were up to code be aside one of the installers was an electrician as wellBoth of my tvs are installed in the exact location I asked Installs company service tech to doNot once did Onstalls offer to send anyone out to inspect or verify what their service techs stated was improper at my homeNothing is improper my outlets are up to code the tv is not too large as it is currently on the wall in BOTH locationsWould you like pictures to verify?? Both tvs are mounted and installedRemember 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 FloridaI think that a installs as a company let the ball drop when they didIt send two installers as customary with wall tv mounting projects and as advertised by [redacted] that a pre-installation walk through would be performedWhich didIt ever happenBoth tvs were delivery days prior to the proposed installation date so the company had ample timeThey 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 doI 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 find that this resolution is satisfactory to me Regards, [redacted] ***

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 LLCOn 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

May 1, [redacted] Installs LLC [redacted] *** Re: [redacted] This response is to the complaint filed by [redacted] * [redacted] concerning a Smart Door Lock installation to be performed at [redacted] ***Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings Our services are performed by a network of independent contractors “servicers” with whom we have contracted to perform services on our behalfTypically, we enter into written contracts with clients to provide their needs throughout the US In this instance, the member purchased directly from [redacted] (“ [redacted] contracted with Installs LLC (“Installs”) to perform the installation subsequently “Installs” contracted the installation to “servicer” [redacted] Research regarding this complaint showed that: On 4/7/2018, “Installs” received an order from “***” in which “***” had scheduled for 4/13/arriving between pm and pmThe order was automatically assigned to “servicer” [redacted] based on their coverage area and availability that they provided to “Installs” when they signed up with usThe “servicer” logged into their account and accepted the work orderThen shortly after the “servicer” logged back into their account and declined the order as “cannot meet time frame” On 4/10/2018, “Installs” manually reassigned the order to an alternate “servicer” You Name It Incbut keeping the same date and timeAn email was sent to the new “servicer” advising them to log into their account to view/accept the new orderThe “servicer” logs into their account and accepts the order On 4/12/2018, the system dispatched the order to the “servicer” On 4/13/2018, “***” contacts “Installs” to get an ETA, “Installs” attempted to contact the “servicer” but had to leave a voicemail and followed up with an email On 4/14/2018, “***” called “Installs” to inquire the “servicer never showed up for the appointment“Installs” contacted the “servicer” who stated that they did not do the job because they do not perform that type of workBecause of the no call, no show of the “servicer” and their failure to advise us of this before dispatch compensation and a reschedule was then offered to [redacted] * [redacted] by “Installs” and the offers were not accepted at that timeThe order was then placed into an unscheduled status and was automatically included in an auto IVR system that schedules orders via a phone call [redacted] * [redacted] calls “Installs” and reschedules for 4/18/arrival time between am and noonThe order was auto-assigned back to the original “servicer” [redacted] [redacted] * [redacted] was advised at that time that we would revisit the compensation after all services were completed On 4/16/2018, “Installs” received a Revdex.com complaint, which was sent to the call center manager On 4/17/2018, the “servicer” accepted the order and the order dispatched to the “servicer” On 4/18/2018, the “servicer” updated the order that they received the equipment and was in route to the homeHowever, the service could not be completed as it had been reported that the “site was not ready” On 4/20/2018, “Installs” called [redacted] * [redacted] to discuss compensation there was no answer so a voicemail was left to confirm his address so compensation could be mailed On 4/22/2018, “Installs” spoke to [redacted] and confirmed the address On 4/24/2018, “Installs” mailed the check out to [redacted] In an effort to make this right for [redacted] * [redacted] and on behalf of [redacted] ***, we offer our sincerest apologies for any inconveniences this has caused To attempt to resolve “Installs” has: Attempted to contact [redacted] to schedule the installation the lockCompensated [redacted] * [redacted] Performed an 8D analysis of the orderNotified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf Notified the customer service manager so counseling will take place with all representatives involved so this does not occur again in the future Sincerely, Kenya [redacted] Manager, Claims Installs LLC

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 For your reference, details of the offer I reviewed appear below.The response provided by the business is a clear example of poor communication between them and the independent contractors they work with as well as failure to attract and retain professional/reliable independent contractors.One of their independent contractors failed to fulfill on a promised delivery date while another independent contractor cancelled at the last minute to deliver because they were down a staff member with no backup person to help fulfill the delivery, which was already rescheduled for a 2nd time and well past the original delivery date.My wife and I had to re-schedule our weekend commitments and had to stay at home for two full consecutive weekends in hopes that the delivery would be fulfilled.For our lost time, aggravation and endless calls to multiple parties, we were offered free delivery on a future appliance purchase from [redacted] or a $gift cardBoth options were unacceptable since we will never want to deal with this company ever again and the monetary value of the gift card was an insult.Anything short of significant compensation in the form of a [redacted] gift card or [redacted] store credit will not resolve this issue.Regards, [redacted]

Re: [redacted] Complaint ID # [redacted] This responds to the complaint filed by [redacted] concerning the delivery of her mattress set at [redacted] , Langhorne PA Ms [redacted] purchased the mattress delivery and setup at ***’s Club 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, ***’s Club engaged our company to deliver a mattress set The facts are as follows: On 6/14/15, INSTALLS received a pre-booked appointment from ***’s Club through our automated system, which was scheduled for 6/19/AM This order was assigned to Eagle Express Couriers (Servicer) based on the job type, the date and the customer’s locationThe servicer logged into the system and accepted this assignment On 6/17/15, INSTALLS contacted Ms [redacted] to advise that her requested AM arrival window would not be available Ms [redacted] 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 6/19/15, as a result of incorrect scheduling expectations, INSTALLS’ servicer did not arrive within the arrival windowThe late arrival was compounded by a technical difficulty at the pickup location, resulting in the servicer arriving several hours past the arrival window the customer was expectingDuring the afternoon of 6/19/15, the customer called several times and spoke with Team Lead David Barnes, who apologized for the late arrival, immediately opened an escalation to track the claim and confirmed with the customer several times that INSTALLS would be able to work with her to offer compensation once the service had been completed and it was confirmed whether there were any other issues regarding the serviceINSTALLS has since left messages for Ms [redacted] on 6/22/and 6/23/15, requesting she contact us so that we can offer her a full refund of the $charged by INSTALLS as well as 50% of the total product cost for the mattress set that she purchased from ***’s Club INSTALLS will continue to reach out to Ms [redacted] to apologize, address her concerns and attempt to offer compensation for her atypically negative experience Thank you, Jackie S [redacted] Project Manager – Damage Claims Division Installs inc LLC

December 26, [redacted] This responds to the complaint filed by MrStephen [redacted] concerning services purchased under *** [redacted] to be performed at [redacted] ***Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings Our services are performed by a network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalfTypically, we enter into written contracts with clients to provide their needs throughout the U.S In this instance, the consumer purchased appliances and services directly from [redacted] Hometown & Outlet [redacted] Hometown & Outlet contracted with Installs LLC to perform a delivery and installation for [redacted] On 11/17/our system electronically received an order from [redacted] Hometown & Outlet (“***”) for an appliance delivery and installation of a dishwasherThe order was scheduled via “***” for 11/22/8am and 5pmOnce scheduled the order was automatically assigned to “servicer” [redacted] ***based on their coverage area and availability that they provided to Installs LLCHowever, the “servicer” never logged into their account and accepted the work orderInstalls LLC began for alternate options in the areaOn 11/20/Installs LLC manually reassigned the order an alternate “servicer” [redacted] ***, maintaining the 11/8am to 5pm schedule date and timeThe “servicer” logged into their account and accepted the orderOn 11/21/2017, the order dispatched out to the “servicer”On 11/22/2017, the “servicer” notated the order that the ETA would be 6pm to 9pm Installs LLC received a call from [redacted] asking for an ETA [redacted] was placed on hold and the “servicer” was called and Installs LLC was advised that they would call the customer when they were on their wayInstalls LLC received another call from customer approximately an hour later looking for an ETA [redacted] was informed of the to 9pm ETA the “servicer” entered into the notesThe “servicer” updated the order as completedOn 11/28/207, Installs LLC received another order from “***” on 11/28/to go back out to the site and haul away defective unit and install a new one“***” scheduled the order for 12/2/8am to 5pm arrival windowOnce scheduled the order was automatically assigned to “servicer” [redacted] ***based on their coverage area and availability that they have provided to Installs LLCThe “servicer” logged into their account and accepted the orderOn 12/1/2017, the order dispatched out to the “servicer”, and a reminder email was sent to them to contact [redacted] to confirm ETA [redacted] called in inquiring about an ETAThey were placed on hold and the “servicer” was called and a message was left to call [redacted] Another email was also sent to the “servicer” asking them to contact [redacted] On 12/2/2017, [redacted] called in twice inquiring about ETAShe was placed on hold and the “servicer” was called and a message was left to call [redacted] Another email was also sent to the “servicer” asking them to contact [redacted] On 12/3/2017, Installs LLC made several attempts to find alternate coverage to complete the services [redacted] was the only “servicer” who confirmed the soonest available date of 12/6/Installs LLC called [redacted] and eft a voicemail explaining the new schedule date and time of 12/6/8am to 5pm On 12/5/2017, [redacted] called looking for ETA and when Installs LLC could not give that info as there was no update from the “servicer”Installs offered to look for a different “servicer”MrStephen [redacted] asked for a supervisorOn 12/6/2017, The order was turned over to a supervisor to assist as after multiple calls and emails to the “servicer” by the call center agents a response was never receivedThe supervisor contacted [redacted] to discuss the issues with scheduling and was informed by her that the technician was hours away The “servicer” logged into the system and marked the order as completedIn an effort to make this right for [redacted] and on behalf of the brands we represent through our service programs Installs offers our sincerest apologies for any inconveniencesNot only were the rescheduling’s and no call no shows recorded they will be reviewed by our field directors to ensure we are issuing the work to the most dependable contractors limiting these issues in the futureAlso on 12/6/Installs LLC approved a refund to [redacted] which was mailed out on 12/12/Sincerely, Kenya [redacted] Manager, Claims Installs LLC

March 12, Revdex.com, Inc(Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a [redacted] washer repair to be performed at [redacted] Our primary business is to manage a national network of independent contractors (“servicers”) who performs repairs, 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 behalfTypically, we enter into written contracts with clients to provide their needs throughout the U.S In this instance, [redacted] contracted with Installs inc LLC to perform a [redacted] washer repair for [redacted] On 2/19/2017, our system electronically received an order from [redacted] The order came in from [redacted] with a desired install date of 2/21/arriving between am and 5pmWhen Installs inc received the order it was automatically assigned to “servicer” [redacted] based on the availability that they have provided to Installs incThe “servicer” logged into their account and accepted the orderOn 2/20/the order was dispatched to the servicer to assign a specific technicianOn 2/21/the customer contacted Installs inc LLC to get an eta, we attempted to make phone contact with the servicer and had to leave a messageAn email was also sent to the servicer asking them to contact the [redacted] or Installs to provide an estimated time of arrivalOn 2/22/2017, [redacted] “the tenant” contacted Installs inc LLC to inquire why the servicer never showed up for the repairThe customer service agent attempted to contact the servicer and had to leave a message and send an emailAn escalation was opened up against the servicer as they never contacted either [redacted] or Installs incThey also never showed up to complete the washer repairAnother internal high priority escalation was opened up on the order asking our field department to attempt to locate an alternate servicer to complete the repairOn 2/23/2017, an email was sent to the servicer to inquire if they are able to still perform the repairAn alternate servicer Exquisite Home Theater was also contacted to see if they had any availability to accommodate this repairExquisite responded that they would be available on 2/27/but at that time could not provide an estimated time of arrivalExquisite also stated that they would contact [redacted] on 2/26/The order was reassigned to Exquisite and scheduled for 2/27/between 8am and 530pmA call attempt was made to [redacted] to inform him of the new schedule date and offer compensation for the missed appointment on 2/21/at which time a message was leftAn email with details was also sent to [redacted] Exquisite logged into their account and accepted the order in our systemLater that afternoon we received notification from [redacted] that the order was no longer assigned to Installs inc LLCIn 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 is willing to issue compensation to [redacted] upon contact with himInstalls inc has informed the proper internal departments about [redacted] failures to the [redacted] 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

December 27, [redacted] This responds to the complaint filed by [redacted] concerning services purchased to be performed at [redacted] ** ***.Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishingsOur services are performed by a network of independent 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.SIn this instance, the consumer purchased appliances and services directly from *** [redacted] contracted with Installs LLC to perform a delivery and installation for [redacted] .On 11/26/our system electronically received an order from [redacted] for an appliance delivery and installation of a dishwasherThe order status was placed into a “waiting ship notification” status by ***Even though [redacted] changed the status back to “Unscheduled” that same day and placed on a note on the file that the unit was “in stock” Installs LLC never received a phone call from [redacted] confirming: the dishwasher was in stock, at the correct pickup location, and it was cleared for Installs LLC to reach out to the customer to scheduleour process with [redacted] in regards to this campaign offer is when Lowe’s creates an order in our system without our manual intervention they will contact us to confirm product availability, its location, and clear us to call their customer.On 11/30/ [redacted] called Installs LLC to inform us that the unit is in stock and to contact the customer to scheduleInstalls LLC immediately attempted contact with [redacted] to schedule but had to leave a messageOur automated IVR system then attempted another contact and the order was scheduled for 12/5/8am to 5pmOnce scheduled the order was automatically assigned to “servicer” [redacted] based on their coverage area and availability that they provided to Installs LLCThe “servicer” logged into their account and accepted the order.On 12/4/2017, the order dispatched out to the “servicer” [redacted] called Installs LLC to get an ETA for 12/5/Installs LLC placed her on hold and contacted the “servicer” and inquired about an ETAThe “servicer” would not confirm an ETA and advised they wouldneed to look at their route and would call all the customers in the morning [redacted] was unhappy with that response, stating that she would not be home until after 1pmInstalls LLC attempted to get back in contact with the "servicer" but there was no answer and no way to leave a message due to the voicemail being fullInstalls LLC advised customer that her change in availability has been notated on the work order.On 12/5/2017, Installs LLC emailed the “servicer” asking for an ETA and urging them to contact [redacted] [redacted] called Installs LLC stating that they had not received a call from the "servicer"Installs LLC opened an escalation against the "servicer" for “failure to follow process”Installs LLC attempted contact with the "servicer" and the calls went to straight to voicemail which was still full [redacted] stated that she will continue to wait and contact Installs LLC back if the servicer never arrives [redacted] called Installs LLC looking for an ETA [redacted] was placed on hold and the servicer was called and they advised us that they called someone earlier about rescheduling the order, which there is no record of this communication in our system with the “servicer”Installs LLC emailed the field department asking to locate a “servicer” in the area that can provide the soonest available date [redacted] was advised that an escalation ticket had been opened on this order and she inquired about compensation.On 12/6/ [redacted] called Installs LLC advising that she has not heard back from the escalation teamThe customer was then transferred to the escalation team who scheduled her for 12/8/8am to 5pm, and advised that once the service is completed they would discuss compensationThe “servicer” logged into the account and accepted the order.On 12/7/the order dispatched to the “servicer”.On 12/8/ [redacted] contacted Installs LLC and was transferred to the field departmentThe field advised her that they will make sure that the service is completed that day.On 12/9/the servicer updated the order as completed on 12/8/and notated that they had to spend money out of pocket to purchase a new water line, shut-off valve, and a dishwasher kit to get the service completed.On 12/11/ [redacted] called into Installs LLC to discuss compensation but she was advised that no one was available, and an email was sent to the escalation team and supervisors.On 12/13/ [redacted] called into Installs LLC stating that she hasn’t heard from anyone from the escalation team, she was then transferred and she asked for a supervisor which the notes states there was no none available but she was then offered an amount for compensation which she deniedInstalls LLC sent an email to the supervisors to advise them of the offer and denial of the offer.On 12/14/an Installs LLC supervisor contacted [redacted] and discussed the turn of events surrounding the service [redacted] stated that the “servicer” offered her a $gift card, and that she was expecting a total of $She was offered a negotiatedamount and she accepted the offerThe compensation was mailed out on 12/19/2017.It is clear that Installs LLC was not privy to some of the communications especially via text between the “servicer” and [redacted] however Installs offers our sincerest apologies for any inconveniencesNot only were the missed appointments and reschedule recorded they will be reviewed by our field directors to ensure we are issuing the work to the most dependable contractors limiting these issues for our customers in the future.Sincerely,Kenya [redacted] Manager, ClaimsInstalls LLC

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 complaintThe 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, I was placed in a queue both times, and subsequently disconnected both timesI placed a call to [redacted] at [redacted] Club in Easton, PA who offered to contact Installs on my behalfMark 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:PM on the evening of June 20, - more than two hours after the original delivery window had closedI 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 installationThe problem was determined to be an improper factory setup of the television itselfI was able to resolve this by contacting the manufacturer, and with their assistance, corrected the improper TV setupI will consider this matter resolved when I am in receipt of the $gift card promised to me by InstallsI will notify Revdex.com when that occursRegards, [redacted] ***

join"miter"> This responds to the complaint filed by [redacted] concerning the delivery and setup of her mattress at her home at [redacted] *** [redacted] purchased a [redacted] mattress from ***’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, ***’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 ***’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 ***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 ***’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 $ 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

April 5, Revdex.com, Inc(Upstate NY) [redacted] Re: Mr [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mr [redacted] concerning a [redacted] Gas Range/Dryer/OTR installation to be performed at [redacted] [redacted] *** Our primary business is to manage a national network of independent contractors (“servicers”) who performs repairs, delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishingsOur 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, [redacted] contracted with Installs inc LLC to perform a Gas Range/Dryer/OTR installation for Mr [redacted] *** On 2/26/2017, our system electronically received an order from [redacted] ***The order came in from [redacted] with a desired install date of 3/18/arriving between am and 12pmWhen Installs inc received the order it was automatically assigned to “servicer” [redacted] based on the availability and coverage area that they have provided to Installs inc, as well as their skill setsThe “servicer” logged into their account later that day and rejected the order stating that they can only do the OTR portion of the installation On 2/27/the order was reassigned to [redacted] an alternate servicer remaining scheduled for 3/18/from 8am to 12noonIt is not clear if they were verbally contacted but it was assigned manually On 2/28/the order was auto-rejected because the servicer did not login to his account to accept the order On 3/1/Installs inc LLC manually assigned the order back to [redacted] ***, keeping the original scheduled date and time, and sent them two emails to login to their account and accept the orderIt is not clear if the servicer was verbally contacted On 3/3/the order was auto-rejected because the servicer did not login to his account to accept the order Installs inc LLC manually assigned the order back to [redacted] ***, keeping the original install date and time, and sent them an email to login to their account and accept the orderIt is not clear if the servicer was verbally contactedThe servicer later that evening logged into their account and declined the order as out of the coverage area On 3/6/Installs inc LLC manually assigned the order to [redacted] an alternate servicer keeping original schedule date and timeIt is not clear if the servicer was verbally contacted, however and two emails was sent to them On 3/7/the order was auto-rejected because the servicer did not login to his account to accept the order On 3/8/Installs inc LLC manually assigned the order to [redacted] an alternate servicer keeping original schedule date and timeThe acceptance and schedule date and time was confirmed verbally with Joseph from [redacted] *** On 3/18/ [redacted] called Installs inc LLC to confirm ETAWe advised the arrival window is scheduled before noon EST [redacted] called Installs inc LLC again to confirm ETAIt was after 12noon so an escalation ticket was opened up on the order and the servicer was called and a message was left asking to contact Mr [redacted] and Installs inc to confirm when he would be arrivingWithin an hour two emails were also sent to the servicer [redacted] called in stating that the arrival window was missed and the servicer did not show up or callInstalls inc attempted to reach the servicer via phone ad was not able but a message was left For the next to hours’ multiple calls and emails were sent to the servicer to obtain information on this scheduled appointmentInstalls inc LLC spoke to the customer and he stated that he wants the services completed on 3/no exceptionsInstalls inc offered the customer compensation I for the missed appointment but it is not clear from the notes if the compensation was exceptedAn email was sent to our field management department asking for assistance with finding coverage for Monday 3/20/ On 3/19/multiple calls and emails were sent to try to secure a servicer for the completion of the services and there was no successBy that evening Installs inc LLC had not been able to secure a servicer and the customer and/or client had not been contacted to advise that there was no servicer available for Monday 3/20/ On 3/20/Installs inc LLC received a Revdex.com complaint, the field department solicited different servicers to see if they would be willing to accommodate this order and now we were offering the servicer additional compensation to complete the serviceInstalls inc contacted the [redacted] warehouse and was advised that they have the range but they do not have the OTR available at this this time and to call them back tomorrow as they may have some in by 3/or 3/Installs inc LLC called and spoke to Mr [redacted] and he advised that he wants both products to be delivered at the same time and wants to be refunded for the installationInstalls inc advised Mr [redacted] that a supervisor would call him after we confirm with the [redacted] warehouse if all products were available [redacted] logged into their account and placed the order into “No Equipment Status” On 3/21/ [redacted] logged into their account and scheduled the order for 3/31/between 8am and 12noonThe order was automatically assigned to [redacted] Installs inc LLC spoke with Mr [redacted] and advised that we would be compensating him for the issues surrounding the installation of the appliances, and the store should be in contact with him on the equipment updateMr [redacted] accepted that and was all set Between 3/21/and 3/27/Mr***’s order was assigned to four different servicersOn 3/27/J1S CORP agreed to cover the installation and the order was completed as promised on 3/31/Mr [redacted] has been contacted to ensure that there are no outstanding issues and to confirm compensation should be received within to business days In an effort to make this right and to make sure that the experience that Mr [redacted] had with Installs and the brands that we represent through our service programs Installs inc in spite of the fact that the equipment was not available will take care of Mr***Installs inc has informed the proper internal departments about possible recruitment efforts in the market so this does not occur again in the future Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc

December 6, Revdex.com, Inc(Upstate NY) *** *** *** *** *** ** *** Re: *** *** Complaint ID #: *** This responds to the complaint filed by *** *** concerning a Single BuiWall Oven and an OTR Microwave Setup to be performed at *** ***
*** *** *** ** ***Our pri*** 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 behalfTypically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the member purchased a Single BuiWall Oven and an OTR Microwave Setup directly from Best BuyOn Saturday 9/24/2016, our system electronically received the order from Best Buy and was then scheduled for 9/30/between 8am-12noonIt was automatically assigned to East Coast Service “servicer”On 9/26/the “servicer” logged into the system and rejected the orderThe order was reassigned to a different “servicer” All Installs and *** ***On 9/30/2016, Best Buy called into Installs incto obtain an ETA of the “servicer” on behalf of the customer, the Installs inccall center agent advised that there was minutes left in the arrival window for the servicer to arrive. On 10/3/2016, the “servicer” updated the order as completed on 9/30/the order automatically dispatched to a technician that works for the servicerOn 10/7/2016, Installs inc received a tender for a damage claim from a company called Sedgewick stating that the “servicer” chipped the countertop and broke off a knob on the stoveInstalls inc accepted the tender and attempted to contact *** *** via telephone at the telephone number that best buy provided us and a message was leftOn 10/11/& 10/12/2016, Installs made a 2nd & 3rd attempt to contact *** *** via telephone and was advised both times that there was no one there with that nameAn email was then sent to the email that Best Buy provided to us asking to contact Installs inc to discuss the claim*** *** called Installs inc and left a message for the claim handler giving the correct phone number as well in the messageInstalls increached out to *** *** via telephone and left a messageOn 10/Installs inc called *** *** and left a messageOn Friday 10/14/2016, *** *** called Installs inc to speak with the claim handlerMay *** informed Installs inc that there was a small chip in the granite and a broken knob on the stove topInstalls inc requested pictures of the damage*** *** sent the pictures to Installs inc and we forwarded them to the “servicer” to reviewOn 10/17/2016, The “servicer’ was given a deadline of 10/18/to contact Installs incback and advise on how they wished to resolve the claim or Installs will move forward with resolving the issue as we see fitOn 10/18/& 10/19/Installs inc called *** *** and left a messageOn 10/20/Installs received a call from Mar *** that she would like the countertop repaired and a new knob for her cooktopInstalls inc requested estimates for the repair, as well as the model # and serial # of the cooktopA follfor the next week was setup with the *** ***On 10/21/Installs inc received an email from the customer with the model # and serial # of the cooktopInstalls inc began searching for the replacement knobOn 10/27/& 10/28/Installs inc called *** *** to check on the repair estimates for the counter top that were requested and a message was leftOn 10/31/Installs inc called and spoke with *** *** we were advised that none of the contractors she contacted would agree to come out to give estimates as the job was too small and she would follow up with them and we agreed to a folllater that weekOn 11/3/& 11/4/Installs inc called *** *** and left a messageAn email was sent to *** *** on 11/4/as wellInstalls inc received a call from *** *** stating that she was not able to obtain an estimate and that the counter just needs to be resealed but no amount was givenInstalls inc advised her that we will reach out to the “servicer” who on never responded to the deadline to see what amount he would be willing to contributeInstalls inc also advised *** *** that we are not able to locate the knob*** *** advised that the GE advised her that the entire mechanism may need to be replacedInstalls inc advised her that if GE goes out to her home have them write up a report of what needs to be done with cost and Installs inc will review itOnce received and reviewed Installs inc will be able to offer compensation for the work related to the knob in addition to the sealing of the countertopOn 11/7/Installs received an email from *** *** stating that GE advised that there is a part# that will need to be ordered first and then a technician appointment can be madeThe email asked if we can order the part and if it will be shipped to her house directlyInstalls inc made the decision to send this to the “servicers” insurance carrier and *** *** was informed of that decisionOn 12/1/2016, Installs inc received a denial letter from nationwide Insurance stating that there was “no proof that the “servicer” did the damage, damages were not claimed until week after the installation was completed, the work order was signed by the claimant acknowledging that there was no damage when the “servicer” left the property” Installs inc received a call from *** *** stating that her signature was forgedInstalls inc advised her that there was no way to prove that and we would unfortunately have to stand behind *** decisionOn 12/2/after supervisor review of the claim Installs inc called *** *** and left a message to contact us backOn 12/5/Installs inc called *** *** and a left a messageInstalls inc also emailed *** *** a release form on 12/5/apologizing for the handling of the claim and the reason we were sending the release formOn 12/6/Installs inc received an email from *** *** that the release form has been accepted, and will be returned to us for processingIn a continued effort to make this right and to make sure that the experience that *** *** had with Installs and the brands that we represent through our service programs we will be coaching the claim handlers and taking the necessary steps to ensure that this does not occur again in the futureIf we can be of any further assistance in this matter, please contact us at *** Monday thru Friday 9am to 5:30pm ESTSincerely, Kenya *** Manager, Claims INSTALLS, Inc

July 28, 2016Revdex.com, Inc(Upstate NY)*** *** *** *** ** ***Re: Mr*** ***Complaint ID #: ***This responds to the complaint filed by Mr*** *** concerning a Dishwasher Delivery & Installation performed at ** *** *** *** *** ***
** *** Our primary business is to manage a national network of independent contractors (servicers) 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 contractors (servicers) with whom we have contracted to perform services on our behalfIn this instance, the customer purchased a Dishwasher Delivery, Installation, and Haul away directly from ***On Friday July 22, we electronically received an order for Mr*** ***. The order was showing as scheduled by *** for Tuesday, July 26, between 9am and 5pm ESTDuring an automated process the order was automatically assigned to *** *** *** (the servicer)Installs inc, LLC received a call from Mr*** *** to confirm what the services included at which time he was informed of that the servicer would be calling him the evening of Monday July 25, to provide him with a 3-hour ETAThis is the process that servicers follow when an all day window has been provided to a customerOn Saturday July 23, the servicer accepts the order for the date and time that the order is scheduled for via the mobile appOn Monday July 25, during an automated process the order dispatches out to a technicianOn Tuesday June 26, at approximately 10am EST Mr*** *** called into Installs inc, LLC to inform us that he had not received a call the night prior from the servicer with an ETAThe customer service agent attempted to reach the technician but was forced to leave a voicemail to call the customer asap with his ETACustomer was informed of this before call endedAt approximately 5:15pm EST Mr*** *** called Installs inc, LLC wanting to know that he hadn’t gotten a call from the servicer with an ETA and the servicer has not shown upAt that time, he was advised that we have already tried to make contact with the servicer unsuccessfully but will now reach out to the field department to try and find out where the technician is in regards to completing this service and field would follow up as soon as they hear back from the servicerAt approximately 7:15pm EST *** opens up an escalation ticket in our system explaining the customer is inquiring about when they will receive their installation and for us to reach out to them asap with arrival time of technicianInstalls inc, LLC’s customer service department including the field department never received any communication from the servicer and/or the technician with an arrival estimate, or an explanation for missed appointmentOn Wednesday July 27, our system shows *** *** *** (the servicer), logging in noting that the order was completed with “no issues”On Thursday July 28, we reached out to Mr*** *** to advise him of the below but a voicemail was leftWe have taken the following actions in hoping to make this right for Mr*** ***: A check along with a letter of apology will be placed in the mail with receipt within to business daysWe will make every effort to obtain a copy of the signed paperwork from the servicer and email a copy to Mr*** ***Sincerely,Kenya ***Manager, Claims INSTALLS, Inc

January 3, 2017 Revdex.com, Inc(Upstate NY) *** *** *** ***
*** ** *** Re: *** *** Complaint ID #: *** This responds to the complaint filed by *** *** concerning a Basic TV Setup with
Delivery to be performed at *** *** *** *** *** *** *** 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 behalfTypically, 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 *** ClubOn 12/17/2016, our system electronically received the order from *** Club for a Basic TV Setup with DeliveryThe order came in from *** Club scheduled for 12/20/arriving between am and 12noonWhen Installs inc received the order it was automatically assigned to “servicer” *** *** based on the availability that they have provided to Installs incThe “servicer” notified us that they will not be able to perform the service until 12/22/The order was then taken out of a scheduled statusOn 12/19/2016, Installs inc reached out to alternative servicers to see if one of them could perform the service on 12/20/ Those attempts failed and the customer was contacted to ask if we can reschedule for 12/22/ Mrs*** refused to reschedule due to she had taken the day off of workThe 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 rescheduleOn 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*** to confirm that Installs inc was still unable to find a servicer to perform the service that day On 12/21/2016, Mr*** called into installs inc to inquire about an appointment for the serviceThe customer service agent advised him that a call would need to contact the “servicer” to find out that informationAt that point the customer advised that they would like to cancel the orderAt which point the order was placed into a canceled status per the customer’s requestThe *** club manager also called into Installs inc to see if Mr*** could get serviced todayInstalls inc informed the manager that the customer had canceled the orderThe manager placed the rep on hold to reach out to Mr***simultaneously the rep made contact with “servicer” to see if they could perform the service on 12/or 12/The “servicer” stated that they will contact Installs inc back once they return back to the officeInstalls inc reached out to another servicer to see if they can accommodate performing the service before 12/23/The servicer advised that they could not*** *** called into installs inc and advised that they can perform the service on 12/arriving between 12noon and 5pmInstalls inc placed the order into a scheduled status and spoke with Mr*** advising of the new schedule date and arrival windowHe 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 *** residenceOn 12/27/2016, Installs inc reached out to Mr*** to apologize for the inconvenience and confirm that they will receive a good faith gesture for the turn of events surrounding the serviceIn an effort to make this right and to make sure that the experience that *** *** had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to *** *** on 12/28/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 ***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 *** Manager, Claims INSTALLS, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12542568, and find that this resolution is satisfactory to meI am happy they decided to refund the costsI am hoping in the future that scheduling issues are resolved as I do plan to use Sears againI know they will still be using this company for installs so, fingers crossed for a better experience next time.
Regards,
Stephen Parrish

Re: *** ***
Complaint ID # ***
This
responds to the complaint filed by *** *** concerning the installation
of his Television at *** ** *** *** *** ***, WA Mr*** purchased the installation at
***
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, *** engaged our company to perform an On Wall Television
Installation and SetupThe facts are as follows:
On 10/5/15, INSTALLS
received an unscheduled service order
from *** through our automated systemThis order was assigned to Parkerson
Audio Video (Servicer) based on the job type and the customer’s location, and
scheduled for 10/9/8am-12pm arrival window
On 10/9/15:
At 4:07pm Mr
*** contacted INSTALLS to inform the following:Cables were not
hidden in the wall.That Mrs***
was onsite not him, and he contacted the servicer directly to find out why the
cables were not concealed. Mr***
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 neededINSTALLS informed
Mr*** 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
cablesMr*** was scheduled for 10/19/8am-12pm
On 10/14/
:
Mr*** 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 serviceIn addition to that the servicer reported Mrs***
asked the servicer not to drill or cut into the walls
On 10/28/2015:
At 2:32pm
INSTALLS contacted Mr*** and created a new service call and scheduled him
for 11/to have the audio cables concealedMr*** 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***
Custom
Services Manager
Installs
inc LLC

December 12, Revdex.com, Inc(Upstate NY) *** *** *** *** *** ** *** Re: *** *** Complaint ID #: *** This responds to the complaint filed by *** *** concerning a Basic TV Setup with Haul Away & Delivery to be performed at *** *** *** ***
*** ** ***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 behalfTypically, 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 only directly from *** ClubOn Friday 11/12/2016, our system electronically received the order from *** Club for a Basic TV Setup with Delivery only and it was scheduled for Thursday 11/17/between 8am-12noonIt was automatically assigned to a “servicer” *** *** ***The “servicer” into their account and accepted the order for the date and time of 11/8-12noonOn Wednesday 11/16/2016, in the morning, *** *** called into Installs inc and stated that she would like to add a haul away of a 55-inch rear projection TV to the orderInstalls inc altered the order by adding the haul way service to the orderThe order dispatched to the “servicer”On Thursday 11/17/2016, in the evening, *** Club contacted Installs inc asking where the “servicer” was as they have not shown up at the *** residence*** club was placed on hold while Installs inc reached out to the “servicer” and left a message to contact Installs inc or *** *** asap to give an ETA of their arrival*** *** then informed Installs inc that she was contacted directly by the “servicer” advising her that they would not arrive until 4:30pmInstalls inc never received any notification from the “servicer” or customer prior to this call of an ETA of 4:30pm*** *** made Installs inc aware that she would not reschedule due to her taking the day off from work and it must be completed and the time of arrival was not important at this time, she just wanted it done todayInstalls inc escalated the order and sent an email to the “servicer” with the details of the discussion with *** *** *** called in later at approximately 7:00pm sating that the “servicer” still had not shown upInstalls inc attempted to contact the “servicer” and they stated that they would be there elater and would call *** *** in minutes before his arrivalAt approximately 8:20pm the “servicer” logged into his account and notated the order that he was in in route to *** ***At approximately 9:43pm the “servicer” updated the order that it was completed with no issuesOn Friday 11/18/2016, *** *** called in and stated that she was unhappy with the service that she received during the installation*** *** advised that the tech was late, rude, disrespectful, spoke a different language in her home, did not answer any of their questions, sound is not working correctly, was not given a tutorial, would not let her see the remote during the installation, drilled the screws too far into TV, they were in and out in minutes, they were very noisy, and when they were hauling away old TV they banged it on every step disturbing the neighbors*** *** stated that she wanted someone to come out to fix the sound, and show her how to use the functionsInstalls inc created an order to go out to her home for a service call with the 1st available date of Thursday 12/1/which the *** *** did not acceptInstalls inc advised her that we would try to find another “servicer” to come out sooner and that she will be contacted once they are located*** *** stated that she would be off that week and is looking for compensationInstalls inc offered her different amounts of compensation and she asked for more than what was offeredInstalls inc agreed with her compensation amount requestedThe service call order was auto assigned to a different “servicer” Vision Acoustics LLC and scheduled for Thursday 12/1/8am to 12noonOn Saturday 11/19/2016, Installs inc sent an email to “servicer” asking if they can accommodate *** *** sooner than 12/No response was received from the “servicer”On Saturday 11/26/2016, *** *** called Installs inc and stated that she never accepted the Thursday 12/date and requested Saturday 12/Installs inc rescheduled the customer for 12/On Sunday 11/27/2016, Installs inc sent an email to “servicer” asking if they can squeeze the customer in before 12/No response was received from the “servicer”On Thursday 12/1/2016, Installs inc notated the order that the “servicer: could not accommodate before Saturday 12/On Friday 12/2/2016, the order dispatched out to the “servicer”On Saturday 12/3/2016, at approximately 11:15am, *** *** called in to get an ETA on the “servicer’s” arrivalInstalls inc called the “servicer” who stated that he will be late between 12noon and 4pm and asked if we can reschedule*** *** stated that she will not reschedule and will be going into *** Club today*** Club called into Installs inc and asked for an ETA Installs inc advised 12pm to 4pm*** *** stated that 6pm to 7pm will be betterInstalls inc called the “servicer: who stated that he will not be able to make it unless he reschedules his other customersInstalls inc offered to contact the other customers to reschedule and he stated that he was driving and to contact him backInstalls inc advised *** *** that we will call her back to update her once we find out an exact ETAInstalls inc emailed the “servicer: to inquire on when he will be able to accommodate this order if it is not being completed todayNo response was received from the “servicer”On Sunday 12/4/2016, *** *** called into Installs inc and we discussed which days and times she was availableInstalls inc began searching for a new “servicer”On Monday 12/5/2016, Installs inc searched for an alternate “servicer” to complete this serviceThe order was reassigned to a new “servicer” *** *** and scheduled for Tuesday 12/6/12npon to 5pmInstalls inc called *** *** and was advised that she will be available after 430pmInstalls inc called the “servicer” and they agreed to accommodateOn Tuesday 12/6/2016, The “servicer” called Installs inc and stated that the service call was completedIn an effort to make this right and to make sure that the experience that *** *** had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to *** *** on 12/7/Installs inc will also be reporting the reschedules, and the missed appointments by the “servicers” that we contracted with to the local field managers to ensure that this does not occur again in the future. Sincerely, Kenya *** Manager, Claims INSTALLS, Inc