Installs LLC

[redacted]
[redacted]
[redacted]
[redacted]
Thank you for your services. I have been contacted by the company Installs, Inc personally and an apology has been established. No...

further action is required.I appreciate your time and assistance with my complaint.Best Regards[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 installation of a Premium on Wall TV at [redacted], **, [redacted].  [redacted] purchased the Premium on Wall installation directly 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.  A network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf performs our services.  In this instance, [redacted] engaged our company to install (1) television.    The facts are as follows:   On 11/20/15, INSTALLS received an unscheduled service order from [redacted] through our automated system. After receipt of the unscheduled order INSTALLS inc’s automated IVR phone system attempted to make contact with [redacted] but no contact was made.   On 11/21/15, INSTALLS automated IVR phone system made a 2nd call attempt to [redacted] to schedule the installation service, but again no contact was made.   On 11/23/15, @ 11:44AM through our online customer portal the order was scheduled for 11/28/15 between 12noon and 5pm EST, and was assigned to [redacted] Industry (Servicer).  At 9:40PM, our system received another update from our online customer portal that the order is now scheduled for 12/2/2015 between 12noon and 5pm EST.  At 9:41PM we received a third update from customer portal that the order is now scheduled for 12/4/2015 between 8AM and 12noon.  At 11PM [redacted] Industry (Servicer) logged into the system and accepted the order for 12/4/15.   On 12/3/15, INSTALLS received an update from the customer portal that the order is now scheduled for 12/11/2015 between 12noon and 5PM. [redacted] logged into the system and accepted the order for this schedule date and time.   On 12/12/2015, INSTALLS received an update from [redacted] that the order was completed on 12/11/2015. On 12/17/2015, [redacted] called INSTALLS and notified us that the servicer that showed up to the home was a nice but did not know what he was doing.  Stated that the servicer put holes in the wall that he would like fixed.  A damage claim was opened up on the order and now in the hands of the damage claim department.   On 12/18/2015, INSTALLS inc received feedback from the technician that was onsite stating that    [redacted] wanted the 47 inch TV over a fireplace on an exterior wall.  The servicer stated that [redacted] was informed that could not be done due to there were three studs on the left that would prohibit him to pull the cables down.  [redacted] was given the option to have track molding or have some sheetrock work done.  [redacted] declined the track molding, requested that the servicer go ahead, cut out, and run the cables and he would have the wall patched with no liability to [redacted] or INSTALLS.  INSTALLS received a copy of the work order document signed by [redacted] stating that they approved the cut and agreed to fix own their own.   On 12/22/2015, INSTALLS contacted ­­­­­­­­­­­­­­­­­­­­ [redacted] to discuss the damages and was informed that he only gave direction to the servicer to cut the wall because he did not know that track molding would hide the cables.  However, he did not give a clear indication on why he signed the documentation stating he agreed to cutting and will fix the holes if after 5 days he would request the hole to be fixed by the servicer.  Later that day after further review of the facts/documents INSTALLS attempted to contact [redacted] and a message was left informing [redacted] at this time that the claim would be denied due to he signed the paperwork stating that he would fix the wall and agreed to the cutting of the wall.   On 12/31/2015, INSTALLS attempted to contact [redacted] to discuss this issue further and a voicemail was left at that time.   INSTALLS inc is willing to discuss this further to see how this can be resolved.  Please contact the damage claim department at ###-###-####, as we would like to discuss the document that you signed after the completion of cutting of the wall.   Sincerely, Kenya C. Operations Manager INSTALLS inc. LLC

April 5, 2017
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
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, [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 3/18/2017 arriving between 8 am and 12pm. When 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 sets. The “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 2/27/2017 the order was reassigned to [redacted] an alternate servicer remaining
scheduled for 3/18/2017 from 8am to 12noon. It is not clear if they were verbally contacted but it was assigned
manually.
On 2/28/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
On 3/1/2017 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 order. It
is not clear if the servicer was verbally contacted.
On 3/3/2017 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 order. It is not clear if the
servicer was verbally contacted. The servicer later that evening logged into their account and declined the order
as out of the coverage area.
On 3/6/2017 Installs inc LLC manually assigned the order to [redacted] an
alternate servicer keeping original schedule date and time. It is not clear if the servicer was verbally contacted,
however and two emails was sent to them.
On 3/7/2017 the order was auto-rejected because the servicer did not login to his account to accept the order.
On 3/8/2017 Installs inc LLC manually assigned the order to [redacted] an alternate servicer keeping
original schedule date and time. The acceptance and schedule date and time was confirmed verbally with Joseph
from [redacted].
On 3/18/2017 [redacted] called Installs inc LLC to confirm ETA. We advised the arrival window is scheduled
before 12 noon EST. [redacted] called Installs inc LLC again to confirm ETA. It 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 arriving. Within 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 call. Installs inc attempted to reach the servicer via phone ad was not able but a message was left.
For the next 4 to 5 hours’ multiple calls and emails were sent to the servicer to obtain information on this
scheduled appointment. Installs inc LLC spoke to the customer and he stated that he wants the services
completed on 3/20 no exceptions. Installs inc offered the customer compensation I for the missed appointment
but it is not clear from the notes if the compensation was excepted. An email was sent to our field management
department asking for assistance with finding coverage for Monday 3/20/2017.
On 3/19/2017 multiple calls and emails were sent to try to secure a servicer for the completion of the services
and there was no success. By 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
3/20/2017.
On 3/20/2017 Installs inc LLC received a Revdex.com complaint, the field department solicited 10 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 service. Installs 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 3/22 or 3/23. 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 installation. Installs 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 3/21/2017 [redacted] logged into their account and scheduled the order for 3/31/2017 between 8am and
12noon. The 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 update. Mr. [redacted] accepted that
and was all set.
Between 3/21/2017 and 3/27/2017 Mr. [redacted]’s order was assigned to four different servicers. On 3/27/2017 J1S
CORP 1 agreed to cover the installation and the order was completed as promised on 3/31/2017. Mr. [redacted] has
been contacted to ensure that there are no outstanding issues and to confirm compensation should be received
within 7 to 10 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. [redacted]. 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.

June 29, 2016 Revdex.com, Inc. (Upstate NY) [redacted] Re: Mr. [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mr. [redacted] (member) concerning a Basic TV Setup and Delivery performed at Mr. [redacted]'s home [redacted]...

[redacted].  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 behalf. In this instance, the member purchased a [redacted] Warranty Package directly from [redacted] Club which included delivery, and setup of a television. On Thursday June 16, 2016, we electronically received two orders for Mr. [redacted].  [redacted]-137 & [redacted]-150. They both had 2 different phone numbers for contact. They were both scheduled for Monday June 20th 2016 between 12noon and 5pm EST. They were both for a Basic TV Setup & Delivery. They both were assigned to Current Home Systems (servicer). On Monday June 20th 2016, on order [redacted]-137 due to a call Installs inc received from [redacted] Club asking for an ETA, Installs inc made a call to the servicer who advised Installs inc that they will need to reschedule this service for Tuesday June 21st between 12noon- 5pm EST due to having food poisoning. The reschedule in the system auto-generated an email that was sent to the member advising them of the reschedule date and time.   On order [redacted]-150 there is no activity recorded. On Tuesday June 21st 2016, on order [redacted]-137 We reassigned the order from Current Home Systems (servicer) to Kelstar (servicer). On order [redacted]-150 The tech that was dispatched to Mr. [redacted]'s home gave us the following information about the installation “RAN ACROSS AN ISSUE WITH THE MEMBERS CABLE BOX STATED IT SAT ON CHANNL 480 AND WOULDN'T GO ANYWHERE SO HE ASKED THE MEMEBR TO CONTACT THEIR CABLE COMPANY. THEIR CABLE COMPANY ASKED THAT THEY CONTACT THE MANUFACTURER OF THE TV BECAUSE ON THEIR END ALL LOOKS WELL. HOWEVER, IT ISN'T A MANUFACTURED ISSUE SO THE TECH EXPLAINED THAT THE JOB IS DONE AND THE ISSUE IS THE CABLE BOX WHICH MAY NEED TO BE REPLACED.” On 6/27/2016 Installs inc reached out to Mr. [redacted] apologized for the inconvenience and came to an agreement. Although we are satisfied that Mr. [redacted] received the basic TV setup that he purchased we are very sorry for the turn of events surrounding the scheduling of the service. We have taken the following actions as a good faith gesture in hoping to make this right for the member: A gift card will be placed in the mail with receipt with 7 to 10 business days. Also as good will gesture and loyalty to our members, we will be issuing a letter of apology as well. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.

This
responds to the complaint filed by Ms. [redacted] concerning the
installation of range at her home at [redacted], OH 44145. Ms. [redacted]
purchased the range and installation service...

from [redacted]
Our primary
business is to manage a national network of independent contractors (Servicers)
who perform delivery, installation, and assemblies of appliances, fitness
equipment, as well as consumer electronics. Typically we enter into written
contracts with clients to provide their needs throughout the US.  Our services are performed by a network of
independent contractors (Servicers) with whom we have contracted to perform
services on our behalf.
In this
instance, [redacted] engaged our company to install a range. The facts are as
follows:
On 5/11/2015,
INSTALLS received a pre-booked appointment from [redacted] through our automated system
which was scheduled for 5/16/15. This order was assigned to [redacted] LLC (Servicer) based on the job type, the date and the
customer’s location. The servicer logged into the system and accepted this
assignment.
On 5/16/2015,
installation of the unit was completed. Servicer uploaded paperwork confirming
customer acceptance of work. An automated call was made to customer requesting
they contact INSTALLS with feedback on the service.
On
5/22/2015, customer [redacted] called to report that she was not
satisfied with service, because servicer did not haul away old unit, unit was
not leveled, and accessories for the unit (racks in oven) were not
installed.  An escalation was opened and INSTALLS
reached out to servicer. Integrity
Installations provided the following response to the customer’s complaints:
Customer advised
service team that she intended to keep her existing range at the beginning of
her appointment. Because of this, the “helper” technician who was brought to
assist with haul-away was dismissed from site. Customer’s range
was re-leveled during appointment, at customer’s request, requiring a full reinstall
of unit. Servicer denies
they spoke rudely to customer.Servicer admitted
racks may not have been installed (they couldn’t recall), which is an
error/omission in scope of work.After reinstall
of unit, customer told servicer she had changed her mind and wanted the old
unit hauled away. Servicer offered to schedule a return visit to do so, because
it was too late for helper to return to site, 
but customer declined. Haul-away could not be safely performed with a
one-man crew.
 After obtaining servicer’s notes, INSTALLS
left customer two messages, eventually receiving return call on 5/28.
Because of
the potential omission of rack/accessory installation and the customer’s
general dissatisfaction, INSTALLS offered the customer a $50 cash credit.
Customer rejected the offer, so the maximum $75 customer care credit was
offered by manager [redacted]. Customer insisted on full refund, which was
judged to be unwarranted, as the omission on her claim was minor (accessory
installation) and the offer to haul away her old unit stood.  Final offer of $75 was rejected by customer,
at which time claim was closed.
Due to
continued customer dissatisfaction, upper management has authorized a $100
customer satisfaction credit, which was accepted by customer.
We tried/are
trying to accommodate Ms. O’Leary through the following actions:
Offering a $100
credit Offering to
schedule a service call to complete haul-away
The customer
has confirmed acceptance of the $100 customer satisfaction credit and this
claim is closed as resolved in our system.
Thank you,
[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC

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.[Before we accept the very generous resolution of our complaint offered by Installs Inc, we would like to include a stipulation that prohibits the third-party installation contractor selected by Install Inc from contacting us directly. All requests for information by the third-party contractor, or its representatives, must be made through Install Inc, who will evaluate the contractor's request and determine if it merits our involvement. Because our agreement was with Installs Inc, and the installation itself was performed by a third-party contractor, this additional request protects us from any nuisance contacts.
We feel it's a reasonable additional request in light of the business model information provided in the response of Installs Inc, but hope it's not necessary to use.
Including this additional modest request to protect our privacy, along with their previous thoughtful resolution offer, would resolve our complaint to our full satisfaction.]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 19047. Ms....

[redacted]
purchased the mattress delivery and setup at [redacted]’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 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]’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 [redacted]’s Club through our automated system,
which was scheduled for 6/19/15 AM.  This
order was assigned to Eagle Express Couriers (Servicer) based on the job type,
the date and the customer’s location. The 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 2pm. The 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 window. The 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 expecting. During 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 service. INSTALLS has since left messages for Ms. [redacted]
on 6/22/15 and 6/23/15, requesting she contact us so that we can offer her a
full refund of the $104.94 charged by INSTALLS as well as 50% of the total
product cost for the mattress set that she purchased from [redacted]’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

This responds to the complaint filed by [redacted] concerning the installation of her Premium On Wall TV setup at 3[redacted]. Ms. [redacted] purchased the Premium On Wall installation at [redacted]. Our primary business is to manage a national network of independent...

contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronics. Typically we enter into written contracts with clients to provide their needs throughout the US.  Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf.  In this instance, [redacted] engaged our company to deliver and install (2) televisions.  The facts are as follows: On 11/20/15, INSTALLS received a scheduled service order dated 12/4/2015 from [redacted] through our automated system.  This order was assigned to Exquisite Home Theater (Servicer) based on the job type and the customer’s location. INSTALLS did not receive notification of any special instructions related to this installation from [redacted]. On 11/21/15: At 2:18pm, Ms. [redacted] called INSTALLS to inform that she ordered two TV’s on 11/20/2015 and that they are expected to arrive within seven business days.  Our call center informed her of the scheduled date of 12/4/2015 8am-12pm. Ms. [redacted] also indicated if the product does not arrive as scheduled, she would notify INSTALLS of the change. On 12/4/2015: Exquisite Home Theater (Servicer) contacted INSTALLS at 10:18am EST to report the TV is too large for the location the customer wanted the TV mounted too, and that the home required electrical work to be considered up to code. The customer informed the servicer that the home would not be inspected and when the servicer refused to perform the work he was asked to leave the site.  The servicer obliged the customer’s request and contacted INSTALLS to report these details.  At 10:34am, Ms. [redacted] called INSTALLS to report that she asked the servicer to leave her home because he had a negative attitude, wrong crew size, and informed her she purchased the wrong mount. Ms. [redacted] informed INSTALLS that the outlets were not covered and she would have this issue corrected.  The order was escalated for tracking and Mrs. [redacted] was rescheduled with an alternate Servicer for 12/8/2015 8am-12pm. On 12/5/2015 INSTALLS reviewed with the Field Manager the details associated with this site.  The fact Ms. [redacted] wants the television mounted to an archway and the electrical outlets were uncovered outlets.  The Field Manager concluded that the site as is was hazardous and a liability risk for installation.  INSTALLS contacted Ms. [redacted] to inform her of these details and during this call Ms. [redacted] declined services. INSTALLS informed Ms. [redacted] that she could contact [redacted] for a full refund for the Installation we could not perform. On 12/11/2015 At 6:38pm INSTALLS contacted Ms. [redacted] and left a message to discuss the escalation further. INSTALLS is willing to discuss what action was taken regarding the Servicers behavior and what we could have done to prevent this situation in the future.  INSTALLS is also available to assist Ms. [redacted] with contacting [redacted] to proceed with her refund request or assist with moving forward with an installation of the televisions if they are to be placed on a standard frame wall with covered electrical outlets.  Please contact INSTALLS Client Resolution Department at 844-225-1844 at your earliest convenience for further assistance. Thank you, Courtney W[redacted]Custom Services Manager  Installs inc LLC

January 20, 2017         Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted]   This responds to the complaint filed by [redacted] Miller concerning a dishwasher installation to be...

performed at [redacted] Our primary business is to manage a national network of independent contractors (“servicer”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings.  Our services are performed by a network of independent contracting contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S.  In this instance, the member purchased a dishwasher installation directly from [redacted]. On 8/27/2016, our system electronically received the order from [redacted] for a dishwasher installation. The order came in from [redacted] scheduled for 8/30/2016 arriving between 8 am and 5pm. When Installs inc received the order it was automatically assigned to “servicer” [redacted]. based on the availability that they have provided to Installs inc. The “servicer” notified Installs inc that they will not be able to perform the service until 8/31/2016. The order was then taken out of a scheduled status. On 8/29/2016, Installs inc reached out to (1) alternative servicer to see if they could perform the service on 8/30/2016.  That servicer, [redacted], accepted the order for 8/30/2016, and the order was assigned to them. The servicer set an appointment window of 2pm-6pm to perform the dishwasher installation, and spoke with Mr. [redacted] to confirm the time. On 8/31/2016, Installs inc received a call from Mr. [redacted] asking that he be reimbursed for the cost of having a water repair specialist come to his home and determine that that the leak which caused damages to his floor was installation related. Mr. [redacted] advised that the water specialist had disconnected the water valve. Installs inc told Mr. [redacted] that we would need to send the servicer back out to inspect the installation to see what the cause of the leak was. The appointment was scheduled for 9/2/2016.  On 9/6/2016 Installs inc, spoke with the alternative servicer who performed the troubleshoot. The servicer advised there was no flooring damage, and while he did confirm a leak could not confirm if it was an installation or product issue. The servicer recommended that the dishwasher be exchanged. On 9/8/2016 Installs inc, spoke with Mr. [redacted] and advised that we had been informed that the dishwasher was defective, and that [redacted] would be exchanging the dishwasher. As we had several orders in our system Installs inc advised Mr. [redacted] to speak with [redacted] to confirm what date the exchange will be scheduled for. Installs inc also advised Mr. [redacted] that he would need to speak with [redacted] regarding the flooring damages, as there was no apparent installation issue that had caused the leak. Mr. [redacted] questioned our determination that the leak was non-installation related. Mr. [redacted] was advised that if [redacted] finds that the leak was caused by an installation error, that they should provide documentation to prove that, and we would reopen the claim and proceed with making this right for him. Installs inc closed the claim at this point.On 9/21/2016 Mr. [redacted] contacted Installs inc again regarding his damages. He was advised that the dishwasher was defective and he would need to speak with [redacted]. On 11/21/2016, Installs inc received a call from Mr. [redacted]. He stated that [redacted] had told him that the leak was potentially an installation issue. Mr. [redacted] was advised again that if the determination by [redacted] was that the leak was an installation issue, we would need supporting documentation of that, and we would reopen the claim once it was received. On 1/18/2017 Installs inc received a complaint from the Revdex.com. We called Mr. [redacted] to see why the complaint was filed, as this was a manufacturers issue. Mr. [redacted] advised us that he had filed complaints against Installs, [redacted], and [redacted], as no one was resolving his claim. Mr. [redacted] stated that he had sent an email to all three companies on 12/11/16, but received no response. Mr. [redacted] was advised again that [redacted] should be providing a resolution in regards to this issue.  resolution. Usually a manufacturer will do a diagnosis of an exchanged unit that has leaked and has caused damages to determine the failed part. Installs has never received any information or report from [redacted], or [redacted] that the unit had been inspected and the unit was not defective and that the leak he reported was directly related to the installation performed by the servicer. However, Installs inc will reopen the claim and attempt to make this right upon receipt of the reports of the diagnosis performed on the dishwasher stating that the dishwasher was not defective and the cause of the leak was directly related to the installation. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.

This
responds to the complaint filed by Ms. [redacted] concerning the delivery of a
mattress to her home at [redacted], Forest VA 24551. Ms. [redacted]
purchased the mattress delivery 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 deliver and set up a mattress.  The facts are as follows:
On 5/26/2015,
INSTALLS received a pre-booked appointment from [redacted] through our
automated system which was scheduled for 6/1/15. This order was assigned to [redacted] (Servicer) based on the job type, the
date and the customer’s location. The servicer did not accept the work order
within our allotted 12 hour time frame, so it was rebooked, giving a final 12
hour deadline to be either accepted or declined.
On 5/28/15,
The order was reassigned to [redacted] as [redacted] had neither accepted nor
rejected it.  6/1/15 AM appointment was
confirmed and accepted by new servicer.
On 6/1/15 Ms.
[redacted] called to advise INSTALLS that her servicer did not arrive within the
scheduled 8am-12pm arrival window. INSTALLS inc made multiple efforts to reach
out to servicer to confirm estimated time of arrival, or to attach a different
partner who could roll on 6/1, but were not able to confirm alternate coverage
due to customer’s remote location. INSTALLS apologized and rescheduled for
Thursday 6/4 12-5pm and that appointment was completed on schedule.
 
We tried/are
trying to accommodate Ms. [redacted] through the following actions:
Offering a $99.00
refund of installation feeOffering an
additional $50 customer experience creditCompleting
services in full yesterday 6/4Offering an apology
for missed appointment
The customer
has confirmed acceptance of the $149 total compensation and this claim will be
closed as soon as we verify customer’s payment details.
Thank you,[redacted]
Project
Manager – Damage Claims Division
Installs
inc LLC

March 5, 2018 [redacted] This responds to the complaint filed by [redacted] concerning services purchased to be performed at [redacted]...

[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] contracted with Installs LLC to perform a delivery and installation for [redacted]. On Sunday 2/4/2018, our system electronically received an order from [redacted] for delivery and hookup of appliances. [redacted] scheduled the order for Friday 2/16/2018 between 12noon and 4pm. The system automatically assigned the order to [redacted] at that time based on their coverage and availability that they provided to Installs LLC. The "servicer" logged into their account and accepted the order. On Thursday 2/15/208, The order dispatched to the "servicer". On Friday 2/16//2018, The "servicer" logged into the account and updated the status to "customer contact made" and then "service confirmed". The ‘servicer" places another update on the order stating that that they were "on site" and customer was not home and will need to reschedule for a Saturday appointment 12noon to 4pm. On Saturday 2/17/2018, [redacted] called Installs LLC to unhappy stating that not one but 2 appointments had been missed. Instlls LLC was only aware of the order ever being scheduled once. Per the customer the "servicer" never showed up however he called on Friday 2/16/2018 to inform [redacted] that they will be late and to inquire if they would not mind rescheduling for 2/17/2018, customer stated that the "servicer" also gave the them at ETA for 2/17/2018 of 4pm. Installs LLC attempted to contact the "servicer" to find out what happened and was unable to make contact. Installs LLC also sent an email to the center supervisor as well as the field department asking if they could assist with finding alternate coverage for Monday 2/19/2018 which is the date [redacted] was now requesting. Installs LLC pulled the order from [redacted] On Monday 2/19/2018, Installs LLC reached out to 6 alternate servicers. None of the 6 alternates had upcoming availability. The order was then assigned back to [redacted] and scheduled for Thursday 2/22/2018 12noon to 4pm. On Wednesday 2/21/2018, the order Dispatched out to the "servicer". On Thursday 2/22/2018, the "servicer" updated that the order had been "completed – no issues" On Monday 3/5/2018, Installs LLC attempted to reach out to [redacted] to discuss this complaint as well as his experience with the scheduling of the delivery and installation service. However, a message was left on his voicemail and we are awaiting a return call at his earliest convenience. It is clear that Installs LLC was not privy to some of the communications between the "servicer" and [redacted] however Installs offers our sincerest apologies for any inconveniences. Not only were there missed appointments and reschedules 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, Claims Installs LLC

This
responds to the complaint filed by [redacted] concerning the delivery, set up
and haul-away of a...

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

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]  My response to the complaint rejection was simple because the lack of  communication, the circumstances in which my installation refund was rendered (see attachment).  The communication was random and was not given on the company behalf.  I always contacted them and not until I  placed my Revdex.com complaint did the Damage Claim Company remained in contact with me.  In regards to their settlement agreement my understanding is that they are relinquishing liabilities after they refund me my $399.99 which is not acceptable to me.  As of this email to Revdex.com company, I have  not signed the attached agreement because I have not been offered my  full refund of the merchandise which I requested from the beginning!    The adjustor of the insurance company which I was told was sent by the Damage Claim Company has not offered me a response on the insurance claim, therefore I will not sign any documentation until my claim is settled.  The Damage Claim company told me I only had 30 to sign the  papers yet I have waited for this situation to be resolved for more than 30 days!  Settlement rejected and further actions will be taken if I do not receive all of my money back from property damage due to the fault of the Damage Claim Company.

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 $25 gift card. Both 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]

December 27, 2017[redacted]
[redacted]
[redacted]
[redacted]
[redacted]This responds to the complaint filed by [redacted] concerning services purchased to be performed at [redacted]...

[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]. [redacted] contracted with Installs LLC to perform a delivery and installation for [redacted].On 11/26/2017 our system electronically received an order from [redacted] for an appliance delivery and installation of a dishwasher. The order status was placed into a “waiting ship notification” status by [redacted]. 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 schedule. our 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 11/30/2017 [redacted] called Installs LLC to inform us that the unit is in stock and to contact the customer to schedule. Installs LLC immediately attempted contact with [redacted] to schedule but had to leave a message. Our automated IVR system then attempted another contact and the order was scheduled for 12/5/2017 8am to 5pm. Once scheduled the order was automatically assigned to “servicer” [redacted] based on their coverage area and availability that they provided to Installs LLC. The “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 12/5/2017. Installs LLC placed her on hold and contacted the “servicer” and inquired about an ETA. The “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 1pm. Installs 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 full. Installs 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 12/6/2017 [redacted] called Installs LLC advising that she has not heard back from the escalation team. The customer was then transferred to the escalation team who scheduled her for 12/8/2017 8am to 5pm, and advised that once the service is completed they would discuss compensation. The “servicer” logged into the account and accepted the order.On 12/7/2017 the order dispatched to the “servicer”.On 12/8/2017 [redacted] contacted Installs LLC and was transferred to the field department. The field advised her that they will make sure that the service is completed that day.On 12/9/2017 the servicer updated the order as completed on 12/8/2017 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 12/11/2017 [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 12/13/2017 [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 denied. Installs LLC sent an email to the supervisors to advise them of the offer and denial of the offer.On 12/14/2017 an Installs LLC supervisor contacted [redacted] and discussed the turn of events surrounding the service. [redacted] stated that the “servicer” offered her a $100 gift card, and that she was expecting a total of $465.00. She was offered a negotiatedamount and she accepted the offer. The 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 inconveniences. Not 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

August 25, 2016 Revdex.com, Inc. (Upstate NY) [redacted] This responds to the complaint filed by [redacted] concerning a Premium On Wall TV Setup 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, 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 behalf. In this instance, the member purchased a Premium On Wall TV Setup directly from [redacted]. On Monday 8/8/2016, our system electronically received the order from [redacted] and was then scheduled through our customer portal for 8/12/2016 between 8am-12noon. It was automatically assigned to [redacted] (servicer). The servicer logged into the system and accepted the order. On Thursday 8/11/2016 the order automatically dispatched to a technician that works for the servicer. On Friday 8/12/2016, [redacted] called in to see when the servicer would be arriving. We reached out to the servicer to acquire an ETA but there was no answer and a message was left along with an email that was also sent to contact the customer with an ETA. Later the customer called in again and stated that they will not pay for the service and requested to be rescheduled for Monday 8/22/2016 between 8am-12noon. Installs rescheduled the order for 8/22/2016 8am-12noon at which time the order was still assigned to [redacted]. On Tuesday 8/16/2016, The system automatically declined the order on behalf of servicer due to them never logging into the system to accept the rescheduled order. Installs made an attempt to contact five alternate servicers over the next two days to see if they could cover the job for the new install date of 8/22/2016. On Friday 8/19/2016, [redacted] called to confirm her appointment. Installs advised [redacted] that we see that she is still on the schedule for 8/22/2016 and a technician will contact her prior to arrival with an ETA. Also advised her that due to the appointment on 8/12/2016 that we would give her compensation after her installation service has been completed. Later that day a different servicer contacted us and stated that they would be able to cover this installation on 8/22/2016 8am-12noon. We reassigned the order to [redacted]. The servicer logged into the system and accepted the order. That night the servicer contacted us and informed that they will only be available between 12noon-5pm. We rejected the order on the servicer’s behalf. On Saturday 8/20/2016, Installs reached out to an alternate servicer to see if they will be able to complete the service on 8/22/2016. Due to no response the order was assigned back to [redacted] and the time frame changed from an AM show time to a PM show time. We called [redacted] to advise her of the shift from AM to PM and was unable to speak to her so a message was left and an email was sent.   On Sunday 8/21/2016, The servicer accepted the order and the order was dispatched to them. On Monday 8/22/2016, The servicer updated the order as “In Route” to the customer’s home leading us to believe that the technician was on their way to the residence. Later the servicer called Installs and informed us that they ran into problems on the previous installation and would not be able to complete the installation for [redacted]. We rejected the order on behalf of the servicer. We called [redacted] and left a message to inform her of what we had learned and to advise that we will need to reschedule. [redacted] called us back and advised that she will not reschedule again. [redacted] contacted us to inquire if we were aware of the scheduling is[redacted]s surrounding this order. We advised that we are working to find immediate coverage. When we contacted [redacted] to update her on our findings she advised that she is canceling the service at this time. We supplied her with the [redacted] phone number to call to discuss a refund on the service as she did not pay Installs inc directly for the Premium On Wall TV Setup. We placed the order in a canceled per customer request status in our system. On Tuesday 8/23/2016 we received a Revdex.com complaint notification that [redacted] was disputing a charge of $215.24 and wanted her TV installed without being charged. Installs attempted to contact [redacted] in an effort to make this right we left a message to explain that she was never charged the $215.24 by [redacted] because it only charges the card once the order is labeled as complete in our system. We also wanted to offer to install the TV at no charge. [redacted] called Installs back and stated that she does not want anything from us. In a continued 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 we will be informing our field directors about the servicers that we contract with in this area and take the necessary steps to ensure that this does not occur again in the future. If we can be of any further assistance in this matter, please contact us at [redacted] Monday thru Friday 9am to 5:30pm EST. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.

Installs inc requested additional information through the lawyers office. The lawyers office responded with the additional documentation requested on 08/10/17. I reached out to Installs inc myself on 08/17/17 via email and have yet to received a response.

December 1, 2017         [redacted]...

[redacted]
*
[redacted]   This responds to the complaint filed by [redacted] concerning an appliances 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 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 appliances directly from [redacted] contracted with Installs LLC to perform a delivery and installation for [redacted].   On 9/30/2017, our system electronically received an order from [redacted] for appliance deliveries and installations. The order came in from [redacted] already scheduled for 10/21/2017 arrival between 12 pm and 4pm. When Installs LLC received the order it was automatically assigned to “servicer” [redacted] based on their availability that they have provided to Installs LLC and their location. The servicer logged into their account and accepted the work order.   On 10/20/2017 the order dispatched out to the “servicer”.   On 10/21/2017 at approximately 3:30pm EST [redacted] called Installs LLC to get an ETA on the servicers arrival. Installs contacted the servicer while [redacted] was on hold. Installs was advised by the servicer that the technician will be reaching out to the customer shortly. Installs advised [redacted] of this and ended the call. At approximately 4:15pm EST [redacted] called Installs looking for an updated ETA. Installs placed them on hold and called the servicer and they stated they will have the technician contact the customer to give them an ETA. Installs advised [redacted] of this and ended call. Installs opened up an escalation ticket against the servicer for a “no call no show”. At approximately 645pm EST [redacted] called Installs and asked if we would remove the doors from the unit so it will fit in the home. Installs advised them that removing the doors is not included with the services that was purchased. At approximately 7:00pm EST the servicer updated the order that they were in route to [redacted] as [redacted] released the equipment to them. At approximately 7:10pm EST the servicer updated the order that the refrigerator was too big and unable to fit inside the home and customer refused the delivery.   On 10/23/2017 [redacted] called Installs and advised that we need to remove the door as the customer will not be reselecting a new refrigerator. Installs called the servicer to inquire how much they would charge to remove the doors, and a message was left. Installs also sent the servicer an email asking the same question and to advise that [redacted] is requesting that we return on 11/2 between 12noon and 4pm. The servicer responded and stated that the refrigerator will still not fit even if the doors are removed. Installs advised [redacted] of this and she agreed to reselect a different one at that time. [redacted] contacted us and stated that they will contact our management to request that we do remove the doors. They also scheduled the order for 11/10/2017 between 12-4. The servicer accepted the order in the system.   On 11/9/2017 the order dispatched to the servicer.   On 11/10/2017 Installs field manager reassigned the order from [redacted] to an alternate servicer [redacted] updated the order to they were in route. They later updated the order that they contacted [redacted] and someone picked up the phone and started screaming and hung up, tried again and there was no answer.   On 11/11/2017 someone named Mr. [redacted] called and stated that the servicer must have called the wrong number and they want the servicer to come out that day. Installs called [redacted] and they stated that the [redacted] warehouse would not release the equipment to them today as they do not show it as being scheduled for today or confirmed with the customer. [redacted] advised Installs to let Mr. [redacted] know that they can do the job on 11/13/2017. Mr. [redacted] refused 11/13 and advised it needed to be 11/11 or 11/12. Installs advised Mr. [redacted] that we can look for an alternate servicer to see if anyone can pick it up 11/11 or 11/12. Mr. [redacted] asked for a manager. Installs put a team lead on the phone and the team lead advised the same thing and the caller became angry and hung up. [redacted] went in and scheduled the order for 11/15 12-4pm. [redacted] went in system and unscheduled the order. [redacted] went in system and scheduled it for 11/16 12-4pm. [redacted] went in and canceled the order out of our system and noted that they refunded the customer.   In an effort to make this right for [redacted] and on behalf of the brands we represent through our service programs we have attempted contact and we offer our sincerest apologies for any inconveniences. Installs LLC is also willing to discuss compensation with [redacted] upon their return which we have yet to receive. Installs 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 [redacted] Manager, Claims Installs LLC

All communication in regards to this service in the future will be between Installs inc and you directly. Due to your service being completed there is no need for  further contact between [redacted] and you directly.