Installs LLC

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

July 26, 2017 *** *** *** *** *** ***
*** *** *** ***
*** ** ***
Re: *** ** *** Complaint ID #: *** This responds to the complaint filed by *** ** *** concerning a delivery and installation of a flat screen television and sound
bar purchased from ** *** to be performed at *** *** *** *** ** *** 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, ** *** contracted with Installs inc LLC to perform a delivery and installation of a flat screen television for *** ** ***On 12/26/2015, our system electronically received an order from ** *** showing an TV installation only not a sound barThe order came in from ** *** without a desired install date** *** placed the order into a no equipment statusWhen Installs inc received the order it was automatically assigned to “servicer *** *** *** *** *** based on the availability that they have provided to Installs incThe “servicer” logged into their account and accepted the orderOn 12/27/2015, ** *** sent Installs inc LLC an email stating that the product is at store #However, ** *** never scheduled the orderOn 2/4/2016, ** *** opened up an escalation ticket stating that Mr*** is upset that he cannot have the service before 2/9/** *** asked Installs inc LLC to contact Mr*** to schedule him for the serviceAn Installs inc LLC customer service agent contacted the “servicer” assigned to the order and left a message and sent out an email to inquire if they can be available before 2/9/Due to the “servicer” stating that they cannot provide the service the order was reassigned to an alternate “servicer” in the area BRIDGED TECHNOLOGY, LLC who stated that they can complete the service on 2/5/PM or 2/6/AMMr*** was contacted and scheduled for 2/5/with an arrival window of 12noon to 5PMThe customer called Install inc LLC to advise that ** *** advised him that a sound bar installation was included in the serviceWe advised Mr*** that the order did not come over from them with that sku and it would be an additional charge and he would need to contact ** *** to purchase that additional serviceInstalls inc LLC received a call from John at ** *** who stated that it is ok to add the sound bar service to the orderOn 2/5/2016, the “servicer” called into Installs inc LLC and stated that Mr*** would like the TV installed above a fireplace and Mr*** was refusing to pay the additional costs associated with the installationInstalls inc LLC reached out to ** *** and they approved the additional service to be added to the order and advised that we can charge ** *** for the additional serviceOn 2/6/2016, an automated follquestionnaire IVR call to Mr*** was initiated with no response from Mr*** so a message was leftOn 2/7/2016, the “servicer” completed the order out in our system as being completed on 2/5/on 7/21/2017, year, months, and days after the installation of the tv and the sound bar Mr*** called into the Installs inc LLC call center to stating that his sound bar had melted, and that the tv was never installed properlyThe customer was advised that that he actually installed the sound bar himself and the warranty on that installation was voidedMr*** was advised that we can setup a troubleshoot to address the TV however there would be a fee to take it down and move the televisionMr*** requested that the fees be waivedInstalls inc LLC advised that we would have to look into it further and get back to himInstalls inc reached back out to Mr*** to inform him that the fees cannot be waived due to the warranty being voidedMr*** stated that he will sue us and the call was closedIn an effort to make this right since, Installs inc LLC received this complaint from the Revdex.com on 7/21/2017, Mr*** was contacted on 7/24/and it was agreed upon that Mr*** would pay fees for the uninstall of the tv, and Installs inc LLC will reinstall the TV and the sound bar as a basic on wall at no charge to himMr*** is scheduled for 7/31/for the completion of the uninstall and reinstallSincerely, Kenya ** *** Manager, Claims Installs incLLC

This responds to the complaint filed by *** *** concerning the delivery 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 delivery services in *** are currently being performed by delivery agents hired direct by INSTALLS incIn this instance, *** engaged our company to perform a delivery. The facts are as follows: On 12/29/we received an email from *** stating that on 12/they received an in home damage report for *** ***. The report we received from them at this time did not contain pictures, estimates, or a settlement amount concerning the damages On 12/30/2015, INSTALLS inc attempted to contact *** *** to discuss the claim by phone at which time a voicemail was left On 12/31/*** *** called INSTALLS inc and advised us that the product was delivered on 12/19/2015, the doorbell was smashed, and the strip on the outside door frame is damaged, On 12/21we returned to take pictures and agreed the damage was caused by the delivery. At this time, we advised him to try to get us estimates for the damages at his convenience. If at that time he had declined to obtain the estimates INSTALLS inc would have arranged for someone to go look at the damages and let us know how much the repairs would be On 1/4/2015, INSTALLS inc spoke with the delivery agent and he has admitted that the damage was caused during the delivery INSTALLS inc has attempted to make contact with *** *** to discuss settlement on this claim but a voicemail was left INSTALLS inc has two options we would like to present to *** *** once he calls back into our officeINSTALLS inc can contact a local repairperson and arrange for the repairs to be doneNegotiate a settlement offer to send directly to *** *** INSTALLS inc is willing to move forward with a resolution, as we never stated that the claim would be deniedPlease contact INSTALLS Damage Claim Department at ###-###-#### Kenya COperations Manager INSTALLS inc, LLC

Please see attached documents signed by *** ***We have also attempted to make contact with him on 1/to discuss this issue further

July 20, Revdex.com, Inc(Upstate NY) Re: Mrs*** ***Complaint ID #: *** This responds to the complaint filed by Mrs*** *** concerning an incident having claimed to occur during a delivery and installation of a dishwasher to be performed at 1***
*** *** *** ** *** ** *** 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 behalfTypically, we enter into written contracts with clients to provide their needs throughout the U.SIn this instance, *** *** contracted with Installs inc LLC to perform a delivery and installation of a dishwasher for *** ***On 2/1/our system electronically received an order from *** ***The order came in from *** *** with a desired install date of 2/4/arriving between 8am 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" logged into their account and accepted the orderOn 2/14/2017, the "servicer" logged into their account and completed the order out with a completion date of 2/4/On 2/16/2017, Mrs*** *** called into Installs inc LLC and spoke with a customer service representativeDuring that call she stated that she had just spoken to *** *** and they are supposed to be sending us a ticketBecause her issues were seriousShe stated that the unit was installed on 2/7/and it has been leaking since that dateAfter speaking with the customer service representative Mrs*** was transferred to the voicemail of the damage claim representative that handles CaliforniaOn 2/17/2017, Installs inc LLC called and left a message for Mrs*** ***Installs inc LLC received a call back from Mrs*** *** at which time she explained that she didn’t notice it until 2/12/She also stated that her adjustor had been out to the home and stated that it was leaking from the elbow where it connects to the water supplySo to not to interfere with an insurance claim investigation by her homeowner’s insurance carrier *** *** we advised Mrs*** *** that we would close our claim as this is being handled by her homeowner’s insurance carrierWe advised if and when we receive a subrogation demand for payment the claim will be reopenedAt that time, she notified Installs inc LLC that all she wants paid is her deductibleShe was advised again that the full investigation would need to be completed before we would be able to say what we would be liable to pay and to whomWe advised her that she is more than welcome to give our information to *** *** so they can follow up with us when neededInstalls inc LLC closed the claim in our system due to customer filing claim with her homeowner’s insurance *** ***On 2/28/2017, we received a letter from *** *** stating that Installs inc LLC is liable for the loss and that they would like to recover funds paid although the letter did not contain an amount or include proof of negligenceThey also asked for our insurance informationWe reopened the claim and Installs inc immediately attempted to file an insurance claim with the "servicers" insurance carrier ProgressiveWe were informed that they only had auto coverage to contact *** *** On 3/2/2017, Installs inc LLC filed a claim with *** *** From 3/3/until 4/3/2017, RSUI performed an investigation into the lossOn 4/5/we emailed a copy of the denial letter we received to *** *** explaining no coverage due to endorsements on the policyThe claim was closed in our officeOn 7/11/we received a Revdex.com complaint notificationFrom 7/11/to 7/18/we were speaking with *** *** to obtain a breakdown of the total amount *** *** was requesting to see if it included the deductible or was a separate request from Mrs*** ***Installs inc LLC advised *** *** that if they send us a causation report showing that the loss occurred due to the negligence of the "servicer" and not a part or a manufacturer defect that we would move towards resolving the claimOn 7/18/we contacted Mrs*** *** and advised her that we are currently awaiting to receive additional information from *** *** on the cause of lossMrs*** *** stated that she has a part in her possession and inquired what additional information we were looking forInstalls inc LLC advised her that we are awaiting a causation report as the burden of proof is on *** *** to prove that the damage was caused by the negligence of the "servicer"In an effort to make this right for Mrs*** *** and on behalf of the brands we represent through our service programs we offer our sincerest apologies for the inconveniencesInstalls inc LLC has responded to every request and is even trying to assist by urging *** *** to send over the information needed to move forwardInstalls inc is also willing to issue compensation to Mrs*** *** upon receiving a report detailing how the installation caused the loss and it was not a defective part or productSincerely, Kenya ** *** Manager, Claims Installs incLLC

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

6/21/Complaint ID # *** This responds to the complaint filed by Mr*** *** concerning the delivery, set up and haul-away of a Mattress set at *** *** ** *** *** ** *** *** ** ***Mr*** purchased the Mattress delivery, setup and haul-away through *** ClubOur
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, *** Club engaged our company to perform a Mattress delivery, setup and haul-awayThe facts are as follows: On 6/7/2016, INSTALLS charged Mr*** for the delivery service, and scheduled the service for 6/10/206, 8am-12pm window with SERVICE TECHS (Servicer) On 6/10/2016, SERVICE TECHS logged into their service management tool and updated Mr*** as completed and uploaded signed paperworkOn 6/20/2016, we received this complaint via Revdex.comAt which time we reached out to SERVICE TECHS to inquire about the complaintSERVICE TECHS advised INSTALLS inc that when they arrived at *** CLUB #there was confusion about where Mr***’s mattress was and ended up giving the servicer a mattress and stating that "someone didn’t do the paperwork correctly"The servicer stated that when they arrived at Mr***’s residence they were then informed that the mattress was already thereThe servicer stated that they will be returning the mattress to this club location on June 22nd We also contacted Mr*** and informed him that he is being refunded via the credit card that was used when he made the purchase of the mattress deliveryInstalls inc LLC ??? INSTALLS inc LLC, was never made aware that Mr*** had canceled and no longer was in need of the mattress delivery until receipt of this Revdex.com ComplaintIf you would like to discuss this or have additional questions, please feel free to contact us directly at ***Kenya *** Manager, Claims Installs inc LLC

October 11, 2017*** *** *** *** *** ***
*** *** *** ***
*** ** ***
*** *** ***
*** ** ** ***This responds to the complaint filed by *** *** concerning a television installation 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 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, the member purchased a television delivery and installation directly from *** *** *** contracted with Installs, LLC to perform a delivery and installation for *** ***/***.On 9/28/2017, our system electronically received the order from *** *** for a television installationThe order came in from *** *** scheduled for 10/2/arriving between pm and 5pmWhen Installs inc received the order it was automatically assigned to “servicer” *** *** *** based on the availability that they have provided to Installs inc.On 10/1/The “servicer” logged into their account and accepted the order.On 10/2/The “servicer” notified us late notice that they will not be able to perform the service until 10/3/The order was then taken out of a scheduled statusInstalls LLC reached out to Mr***/*** to see if they could reschedule the service for 10/3/any window, per the servicerInstalls was unable to leave a voicemail, but did send an email to the address that was on fileInstalls, LLC spoke with Mr***/*** and advised that we will look for an alternate “servicer” to perform the installation the same day as originally scheduledMs***/*** called back to speak with a supervisor stating that she was supposed to receive a call backInstalls inc advised that they would email the supervisor, but then also offered to reschedule the appointment for Tuesday, Wednesday, or Thursday, as there was no alternate servicer available for coverage for 10/2/Mr***/*** was then rescheduled for 10/3/12-5pm with an alternate “servicer” Maximum Home Improvement.Installs, LLC received a call from *** ***, who stated that Mr***/*** was supposed to have been scheduled for service that dayInstalls, LLC advised *** *** that Mr***/*** was scheduled for 10/3/12-5pm*** *** asked that Installs, LLC contact Mr***/***, which Installs LLC did, and confirmed the appointment for 10/3/12-5pmMr***/*** requested the appointment take place between 2:30-4:30pmInstalls spoke with the “servicer” who advised that shouldn't be a problem.On 10/3/Installs inc received a Revdex.com complaint*** *** *** contacted Installs, LLC asking that the order be reassigned to him for 10/3/12-5pmInstalls, LLC reassigned as requested*** *** *** completed the order in our system, noting no issues with the installation.On 10/4/a supervisor with Installs, LLC contacted Mr***/*** to discuss his order and request for compensation.On 10/11/A supervisor with Installs, LLC contacted Mr***/*** to discuss his order and request for compensation.In an effort to make this right for Mr***/*** and on behalf of the brands we represent through our service programs we offer our sincerest apologies for any inconveniencesInstalls, LLC is also willing to discuss compensation with Mr***/*** upon his return call or email response which we have yet to receiveInstalls, LLC has also informed the proper internal departments about the “servicers” failures to ensure that training and corrective counseling take place so this does not occur again in the future.Sincerely,Kenya ***Manager, ClaimsInstalls, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Re: *** ***
Complaint ID # ***
This
responds to the complaint filed by *** *** concerning the delivery and
installation of her Dishwasher at *** *** *** ***, TN Ms
*** purchased the dishwasher delivery and 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 deliver and install a dishwasherThe
facts are as follows:
On 9/5/15, INSTALLS
received an scheduled service order dated 9/11/from *** through our
automated systemThis order was assigned to *** ** *** (Servicer)
based on the job type and the customer’s locationINSTALLS did not receive
notification of any special instructions related to this installation from
***
On 9/11/15:
Ms***
contacted INSTALLS at 2:54pm EST time to report that the servicer damaged her
front door, and she is dissatisfied that they tried to charge her to haul away
the existing unit as it was drilled into the cabinet, at which time a damage
claim was opened.At 5:31pm EST,
customer called INSTALLS to inform the Servicer left belongings at the
residenceAt that time the Servicer was notified and advised to coordinate
pick up of those belongings
On 9/14/
:
Ms***
contacted INSTALLS at 11:22am EST to report there is damage to the front door
frame, one panel of front door, corners of screen door and corner of the coffee
tableMs*** was asked to email photos of the damage and will send in
receipts for the table and the repair estimate for the doorAt 11:27am EST Ms*** contacted INSTALLS
to add the countertop, air compression
glass to the claim , and will provide pictures of the reported damage
On
9/18/2015:
At 2:59pm
INSTALLS contacted Ms*** due to not receiving estimatesMs***
reported that she hasn’t procured a
estimate but would try to have available after the weekendMs***
reported that the damages occurred to the coffee table by the dishwasher
hitting it while being carried through the homeFront door Ms*** reports
the handle was broken and when the servicers opened the door the damages
worsenedAir compressor was knocked over when the servicer turned the power
off
On 9/23/
At 1:49pm
INSTALLS contacted Ms*** and left a message to discuss the damage claim
On 9/24/
At 12:56pm
INSTALLS contacted Ms*** and left a message to discuss the damage claim
On 9/25/
At 2:02pm
INSTALLS contacted Ms*** and left a message to discuss the damage claim
On 9/28/
At 11:49am the
claim was closed due to unresponsiveness to INSTALLS regarding the claimA
note was entered that if Ms*** returns the call/or submits additional
information the claim would be reopened
On 9/30/
At 9:21am Ms
*** contacted INSTALLS and claim was reopenedMs*** that in addition
to the damage she was unsatisfied with the servicer trying to upsell her onsite
for the removal of the existing unit as it was screwed in placeReceipts for
the end table were also provided to INSTALLS at that time
On
10/2/2015:
At 11:25am INSTALLS
contacted Ms*** and were informed she was not present onsite but that the
Servicer told her mother that he was involved in a motor vehicle accident prior
to arrival and was under cold medsMs*** requested the last name of the
Servicer to contact the police to verify if he was involved in an
accident. INSTALLS asked to
speak with Ms***’s mother as she was present during the installation of
the dishwasher and Ms*** was notMs*** agreed to have her mother
contact INSTALLS regarding the damage reportedAt 1:46pm Yvonne
*** contacted INSTALLS to provide her account of what occurred during the
installationMs*** was
adamant that the servicers used the front door because she remembered the door
had a broken latch before they arrivedAlso that she was having trouble opening
it and the Servicer Yanked to help and the door came off the hingesMs*** reports the servicer put the door back on the hinges and she didn’t notice any
missing wood at that time but it was possible when the door disengaged from the
frameThe end table
that has two gouges in it was in the entry way, not the living roomMs***’s
reports she did not see the servicers damage it, and that Ms***
discovered it after she had left the residenceThe servicer
declined a ladder to access the electrical box to turn off power to perform the
installation, instead the servicer stood
on top of a work bench that had an air compressor on it and knocked it over
Ms*** pointed the crack in the reader out to the servicer and he informed
it should still functionMrs***s
reported the particle board of the counter was already crumbling and she does
not believe the servicers caused unnecessary counter damage-but was upset as
the debri was pushed into the dishwasher from the countertop.That the servicer
left his belongings on the porch and they were still there
On 10/7/
At 10:31am
INSTALLS contacted Ms*** and left a message to discuss the damage claim
On
10/12/
At 9:27am
INSTALLS contacted Ms*** and left a message to discuss the damage claim
On
10/15/2015:
At 11:37am
INSTALLS contacted Ms*** and left a message to discuss the damage claim
At 4:42pm Ms
*** contacted INSTALLS after receiving messages and was informed that the
claim for the coffee tables and countertop were denied based on her mother’s
interview and account of what occurred on siteIn addition to INSTALLS would be willing to
work with her to resolve the air compressor and door frame damagesMs***
will send estimates for the door frame and cost for replacement display for the
compressorMs***
insists that the end tables be paid and was informed there was no evidence of
damage by the servicerAt 5:06pm Ms
*** contacted INSTALLS requesting a manager contact her regarding the
denial of a portion of her claim
On
10/16/
Management left a
message for the customer regarding the claim providing contact information to
discuss the claimMs*** has
not returned the call to discuss the claim
On 10/27/2015:
• At 3:23pm INSTALLS contacted Ms
*** and left a message to discuss the damage claim
On 10/28/2015:
• At 11:25am INSTALLS emailed Ms
*** at the address provided to the Revdex.com to advise of the items needed in order to move
forward with the claim
INSTALLS is
willing to discuss the claim further and any additional credit amounts that can
be issued to Mrs*** at her earliest conveniencePlease contact INSTALLS
Damage Claim Department at ###-###-####
Thank you,
Courtney
W***
Custom
Services Manager
Installs
inc 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.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]

May 1, 2018  [redacted]
[redacted]
[redacted]
Installs LLC[redacted]
[redacted]
[redacted] Re:  [redacted]
[redacted]
[redacted]  This response is to the complaint filed by...

[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 behalf. Typically, 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 “[redacted]” in which “[redacted]” had scheduled for 4/13/2018 arriving between 4 pm and 8 pm. The order was automatically assigned to “servicer” [redacted] based on their coverage area and availability that they provided to “Installs” when they signed up with us. The “servicer” logged into their account and accepted the work order. Then 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 Inc. but keeping the same date and time. An email was sent to the new “servicer” advising them to log into their account to view/accept the new order. The “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, “[redacted]” 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, “[redacted]” 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 work. Because 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] by “Installs” and the offers were not accepted at that time. The 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] calls “Installs” and reschedules for 4/18/2018 arrival time between 8 am and noon. The order was auto-assigned back to the original “servicer” [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 home. However, the service could not be completed as it had been reported that the “site was not ready”  On 4/20/2018, “Installs” called [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] and on behalf of [redacted], we offer our sincerest apologies for any inconveniences this has caused.    To attempt to resolve “Installs” has: 1. Attempted to contact [redacted] to schedule the installation the lock. 2. Compensated [redacted].  3. Performed an 8D analysis of the order. 4. Notified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf.  5. 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

December 26, 2017       [redacted]
[redacted]
[redacted]
[redacted]
[redacted] This responds to the complaint filed by Mr. Stephen [redacted] concerning services purchased under [redacted]...

[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 behalf. Typically, 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 11/17/2017 our system electronically received an order from [redacted] Hometown & Outlet (“[redacted]”) for an appliance delivery and installation of a dishwasher. The order was scheduled via “[redacted]” for 11/22/2017 8am and 5pm. Once scheduled the order was automatically assigned to “servicer” [redacted]. based on their coverage area and availability that they provided to Installs LLC. However, the “servicer” never logged into their account and accepted the work order. Installs LLC began for alternate options in the area. On 11/20/2017 Installs LLC manually reassigned the order an alternate “servicer” [redacted], maintaining the 11/22 8am to 5pm schedule date and time. The “servicer” logged into their account and accepted the order. On 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 way. Installs LLC received another call from customer approximately an hour later looking for an ETA. [redacted] was informed of the 6 to 9pm ETA the “servicer” entered into the notes. The “servicer” updated the order as completed. On 11/28/207, Installs LLC received another order from “[redacted]” on 11/28/2017 to go back out to the site and haul away defective unit and install a new one. “[redacted]” scheduled the order for 12/2/2017 8am to 5pm arrival window. Once scheduled the order was automatically assigned to “servicer” [redacted]. based on their coverage area and availability that they have provided to Installs LLC. The “servicer” logged into their account and accepted the order. On 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 ETA. They 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 ETA. She 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 12/6/2017. Installs LLC called [redacted] and eft a voicemail explaining the new schedule date and time of 12/6/2017 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”. Mr. Stephen [redacted] asked for a supervisor. On 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 received. The supervisor contacted [redacted] to discuss the issues with scheduling and was informed by her that the technician was 1.5 hours away.  The “servicer” logged into the system and marked the order as completed. In 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 inconveniences. Not 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 future. Also on 12/6/2017 Installs LLC approved a refund to [redacted] which was mailed out on 12/12/2017. Sincerely, Kenya [redacted] Manager, Claims Installs 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]

Jackie S[redacted] *• Scheduling an immediate site inspection when damage was reported • Remaining in constant communication with all parties, thoroughly explaining each step of This responds to the complaint filed by Ms. [redacted] concerning the installation of a television at  her home...

at [redacted]7. Ms. [redacted] purchased the television and installation service from [redacted]. Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronics. Typically we enter into written contracts with clients to provide their needs throughout the US. Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf. In this instance, [redacted] engaged our company to install a 65” television. The facts are as follows: On 1/17/15, we received a pre-booked appointment from [redacted] through our automated system which was scheduled for 1/19/15. This order was assigned to [redacted] Communications (Servicer) based on the job type, the date and the customer’s location. [redacted] accepted the order the same day.  On 1/19/15, the installation of the customer’s television was completed without comments or issues from customer or servicer. On 7/10/15 [redacted] notified INSTALLS inc that the customer reported television falling off the wall by opening a damage claim Friday evening.  On 7/13/15 (next business day) the INSTALLS inc damage claims department left a message for the customer requesting call to discuss claim. [redacted] called back that afternoon and advised of the issue. Ms. [redacted] provided detailed information of how and when issue was discovered, what items were potentially damaged, and what steps would be needed to review claim. Confirmed a troubleshoot for servicer to return that day, assess the site to determine cause of TV falling. It was agreed we would not remount the television, per customer request.Installs inc LLC  Ms. [redacted] called in later that day to discuss service call. She reported that her service advised her that because she self-installed a sound bar near television that warranty was invalidated. Customer explained to damage claims that the sound bar was not wall mounted, it was on a stand so she did not believe it would affect the TV mount. Claims agreed to continue investigation, rather than immediately denying the claim for voided warranty.On 7/15/15, INSTALLS received an email with requested photos, and receipt from Ms. [redacted]. Because [redacted] stood by assessment that the installation was out of warranty, INSTALLS inc escalated theissue to the regional field manager on 7/15/15 to confirm whether bolts for TV mounting bracket had been properly anchored. Installs left a message for Ms. [redacted] on 7/15 to advise of status.On 7/16/15, INSTALLS regional field manager reviewed all site photos and confirmed that the bolts should have held based on their current positioning and the state of the drywall. Because there was a clear dispute (customer insisting they did not remove television to install sound bar, servicer andmanagement advising that for a previously secure TV that was mounted correctly to fall several months later, tampering was indicated). INSTALLS opened an insurance claim on the customer’s behalf immediately so an engineer or field adjuster could double check findings and make a final determination.On 8/4/15, INSTALLS offered to return customer’s installation fee as a goodwill gesture ($399.99 value) and made it clear we will continue to work with her through the insurance claim process. INSTALLS will stand by insurance decision to either approve or deny claim of damages, based on their professional assessment of whether the installation was faulty. The insurance claim is still in progress and INSTALLS remains in touch with Ms. [redacted].INSTALLS has worked/is working to resolve the issue through the following:  process INSTALLS opened an insurance claim and continues to follow up regularly with customer and insurance adjuster (last follow up with both was 7/30/15).• Instead of denying claim when incident was found to be likely due to installation tampering,
• Offering a full cash refund of installation fee, which customer has accepted ($399.99 value)
Unfortunately, insurance claims do take some time to resolve. INSTALLS is committed to continuing to
follow up with customer until a final determination is made by the insurance company.
Thank you, Jackie S[redacted] Project Manager – Damage Claims Division Installs inc LLC

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]

December 19, 2016 Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a Basic TV Setup with Delivery to be performed at [redacted]...

[redacted]. Our primary business is to manage a national network of independent contractors (“servicer”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings.  Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  In this instance, the member purchased a Basic TV Setup with Delivery only directly from [redacted]. On 11/30/2016, our system electronically received the order from [redacted] for a Basic TV Setup with Delivery it was not able to be scheduled or assigned to a “servicer” due to the amount of miles the member lives from the [redacted] location. [redacted] called into Installs inc to process the mileage fee payment. After the transaction was processed the order was scheduled for 12/5/2016 12noon to 5pm. However due to the number of miles the member lives from the [redacted] location the order was not assigned to a servicer. On 12/2/2015, the field relations supervisor reached out to servicers to see who would be able to service this area on 12/5/2016 between 12noon and 5pm. A “servicer” by the name of Sunday Morning Services advised they would be able to accommodate the member on 12/5/2016. The order was assigned to the “servicer”.  The “servicer” logged into their account and accepted he order. On 12/4/2016, the “servicer” [redacted] placed a notation on the order that they emailed Installs inc to reschedule the member for 12/8/2016 4pm to 8pm due to their technician only being the [redacted] area on Thursdays. The order was dispatched to “servicer”.  If the “servicer” could no longer accommodate the 12/5/2016 appointment they should have called into the Installs inc office, or logged into their account and rejected the order in which we would have been notified immediately and would have been able to either find alternate coverage or contact [redacted] to inform her of the issue. On 12/5/2016, [redacted] called Installs inc to get an ETA o the “servicer’s” arrival. The [redacted] service agent placed [redacted] on hold and contact the “servicer” and was told they would be arriving at the residence between 3pm and 5pm. This information was relayed to [redacted]. At the same time this agent was on the call with [redacted] another [redacted] service agent that was working the email inboxes rescheduled the order for 12/8/2016 per the email received from the “servicer” back on 12/4/2016 without calling [redacted] to confirm. Alorica call center for [redacted] called into Installs inc to get another ETA for the technician’s arrival. The [redacted] service agent tried calling the “servicer” but there was no answer. An email was sent to the “servicer” asking if they could still go out tonight and if not then on 12/8 they would need to come after 4pm. On 12/6/2016, [redacted] called Installs inc to ensure “servicers” arrival after 4pm on 12/8 and to inquire why the “servicer: never showed up on 12/5. Installs explained the communication failures that occurred between the “servicer” and Installs inc, apologized, and offered her compensation. On 12/7/2016, The “servicer” logged into their account and notated the order they tried to contact [redacted] to relay the ETA for 12/8/2016 appointment but they had to leave a voicemail message. On 12/8/2016, The “servicer” logged into their account and notated the order they are no longer servicing this area. Installs inc reached out to the “servicer” to offer them additional money to keep the appointment with this [redacted] advising they cannot decline a job on such short notice. The “servicer” refused the additional money and Installs inc started searching for alternate “servicers” in this area. [redacted] called Installs inc looking for an ETA and was advised that her order is no longer scheduled and that she would need to reschedule. [redacted] hung up the phone at that time. [redacted] called Installs inc inquiring about her order and was advised that a field service supervisor has been working on her order and will be contacting her in the morning with an update. Additional compensation was offered to [redacted] at this time and was accepted. On 12/9/2016, [redacted] called into Installs inc inquiring about her order. [redacted] Service Representative made her aware that an email will be sent to the field department to inquire if they have yet found adequate coverage for this order and to contact the [redacted] with an update. The Installs inc field department reached out to the 5th “servicer” [redacted] and they advised they can go out to this location 12/12 12-5pm but would need an additional mileage fee. [redacted] refused to wait until Monday 12/12 as she had been waiting since November. An email was sent to the field department letting them know they need to find someone sooner than 12/12. The field department reassigned the order to Jim Coe and approved the additional mileage fee and schedule the order for the soonest available 12/12 12-5pm. [redacted] called Installs inc stating that the [redacted] never agreed to the 12/12 12-5pm but she will take it if they come after 3pm. Installs inc received an email from Jim Coe stating that we will need to reimburse him for a truck rental due to the size and dimensions of the television. On 12/12/2016 [redacted] called into Installs inc to confirm that the installation was scheduled. The [redacted] service representative placed her hold and contacted J[redacted] who confirmed arrival for after 3pm. The field department contacted [redacted] and confirmed that her television has been delivered and installed and confirmed that compensation will be sent to her. On 12/17/2016, [redacted] called Installs inc to let us know that she had not received the compensation that we offered to her. She was advised that the compensation usually takes 7-14 days but it was sent out already. In an effort to make this right and to make sure that the experience that [redacted] had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to [redacted] on 12/7/2016. 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 [redacted] Manager, Claims INSTALLS, Inc.

March 20, 2018           Re: [redacted] Complaint ID #: [redacted] This response 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 (“servicer’s”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings.  Our services are performed by a network of independent contractors (“servicer’s”) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  In this instance, the consumer purchased appliances and services directly from [redacted] contracted with Installs LLC to perform a delivery and installation for [redacted]. On Saturday 2/17/2018, our system electronically received an order from [redacted] for delivery and hookup of a range. On Tuesday 2/20/2018, Installs LLC received a fax from [redacted] that the order was ready to be scheduled.  Installs LLC contacted [redacted] and the order was scheduled for Saturday 2/24/2018. The system automatically assigned the order to [redacted]   at that time based on their coverage, availability, and skill set that they provided to Installs LLC. The “servicer” logged into their account and accepted the order. On Friday 2/23/2018, The order dispatched to the “servicer”. The “servicer” logged into their account after business hours and updated the status to “declining job” noting that they called into Installs LLC days ago to report inaccurate routing information. Installs LLC reviewed all recorded calls to and from the servicer and there was no record of any calls from this “servicer” reporting that there were routing issues or that they would not be able to complete the service.  On Saturday 2/24/2018, Installs LLC attempted a phone call and emailed the “servicer” asking them to contact us to discuss the note that they had placed on the order. [redacted] called Installs LLC to inquire why [redacted] was receiving phone calls. Installs LLC informed [redacted] of what the “servicer” had notated on the order and we were trying to contact the customer to inform them. [redacted] advised Installs LLC to only contact [redacted] after we hear back from the “servicer”. On Sunday 2/25/2018, [redacted] called Installs LLC to inquire why the “servicer” never showed up to complete the service. Installs LLC attempted to contact “servicer” again with no success at which time the order was rescheduled for 2/28/2018. Again the system automatically assigned the order to [redacted]. On Monday 2/26/2018, The “servicer” logged into their account and accepted the order. On Tuesday 2/27/2018, Installs LLC pulled the order from [redacted] and assigned it to Installs Buffalo. The order remained scheduled for Wednesday 2/28/2018. Installs Buffalo logged into their account and accepted the order. The order dispatched out to Installs Buffalo. On Wednesday 2/28/2018, Installs Buffalo updated the order that they were in route but when they called [redacted] to let them know they were on the way [redacted] informed Installs Buffalo that they could not complete the service and they would need to change the service date to Saturday 3/3/2018. On Saturday 3/3/2018 Installs Buffalo called the call center to report that one of their helpers called off for the day and Installs Buffalo would not be able to complete the order. Installs LLC contacted the customer to advise them of this and even though they were unhappy about the missed appointment, and the rescheduling of this appointment they did reschedule for Wednesday 3/7/2018. Installs LLC received a call from [redacted] asking to find an alternate helper to get the service completed. Installs LLC contacted Installs Buffalo advising that they would need to find an alternate helper and get the service completed. The order was completed and notated that there were no issues reported on site. On Monday 3/5/2018 Installs LLC received a Revdex.com complaint since that time two call attempts were made to [redacted]. However, messages were left to discuss this complaint and their experience with the scheduling of the delivery and installation service. Installs LLC is awaiting a return call at their earliest convenience. Installs LLC was not aware of any routing issues concerning the 1st “servicer” assigned which resulted in a missed appointment. The second appointment was not missed but rescheduled at the customer’s request. However, Installs offers our sincerest apologies for any inconveniences. This complaint 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, Claims Installs LLC

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]