Installs LLC

September 6, 2017
Revdex.com, Inc. (Upstate NY)
[redacted]
[redacted] Re: Mrs. [redacted] Complaint ID #: [redacted] This responds to the complaint filed by Mrs. [redacted] concerning an incident having claimed to occur during a delivery and installation of a dishwasher to be performed at [redacted] Our primary business is to manage a national network of independent contractors (“servicers”) who performs repairs, delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contracting contractors (“servicers”) with whom we have contracted to perform services on our 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 delivery and installation of a dishwasher for [redacted].
In an effort to make this right for Mrs. [redacted] and on behalf of the brands we represent through our service programs we offered our sincerest apologies for the inconveniences. Installs inc LLC has responded to every request and has even assisted by urging [redacted] to send over the information needed to move forward. Installs inc is also willing to issue compensation to Mrs. [redacted] upon receiving a report detailing how the installation caused the loss and it was not a defective part or product.
On 8/23/2017, Due to this being a subrogation claim Installs inc LLC received an email and was notified by [redacted] the attorneys for [redacted] to make the check payable to their client [redacted] Insurance Company and that they will issue [redacted] her deductible. They sent us a release form in which we signed and returned to them. On 8/24/2017 Installs inc LLC mailed the check to [redacted].
[redacted] will be contacted to advise to contact [redacted] in regards to her deductible. Installs inc LLC will also contact [redacted] to ensure that they contact [redacted] to close the loop on this. At this point this claim/issue has been fully resolved and closed. Please contact us directly if you require any further information or assistance in this matter.
Sincerely,
Kenya [redacted] Manager, Claims
Installs inc. LLC

This responds to the rejection filed by [redacted] concerning the installation of her Premium on Wall TV setup at [redacted]  Ms. [redacted] purchased the Premium on Wall installation at [redacted]. The facts are as follows:  As stated previously INSTALLS inc never charged [redacted] for installation services.  [redacted] would have charged any charges in regards to the installation. On 12/31/2015, INSTALLS inc contacted [redacted] on the customer’s behalf to assist in the refund of what she claimed was paid to them for our installation services.  We spoke with someone named Judy at [redacted] who stated that there is not anything in their system and to her understanding once an order is canceled in our system the customer never gets charged.  This order was canceled on our end on 12/5/2015 and is never showing as being completed. On 1/4/2016, INSTALLS  spoke with her and explained that INSTALLS inc never charged her and [redacted] only charges if an order is completed which her order was never completed.  We would be more than willing to continue to assist [redacted].  We would need to know what company her credit card statement is showing charged her for this service.  Thanks you, Kenya C[redacted] Operations Manager INSTALLS inc, LLC

August 18, 2016 Revdex.com, Inc. (Upstate NY) 1[redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning an External Component Installation 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, 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 an External Component Installation directly from Staples which included the set-up and configuration of (1) external device into one (1) PC. External devices that are within scope can be wired or wireless; some examples include printer, software title (excluding OS), scanner, external HDD, camera, PDA, MP3 player, joystick, and required software title. Confirm the new device is working properly. On Thursday 7/20/2016, our system electronically received the order from Staples. It was automatically assigned to Systemize Networks LLC (servicer). The servicer is expected to log into the system and accept the order. Our IVR system made an outbound call to schedule [redacted] on 7/20/2016, and 7/21/2016 with no success. On Friday 7/22/2016, the IVR made an outbound call to schedule and was successful as our system was updated showing the schedule date of 7/26/2016 with an ETA of 8am to 10am. [redacted] called in to see if the servicer had a sooner date available. We sent the servicer and email to inquire if they could roll out on this service before the 7/26/2016 schedule date. We also opened up a request ticket for our field department to look for other servicers that maybe in the area that can accommodate [redacted]. On Saturday 7/23/2016, the system rejected the order stating that the servicer never logged into to accept the order. On Monday 7/25/2016, we reached out to 6 alternate servicers to see if they will be able to complete this service on or before Tuesday 7/26/2016. On Tuesday 7/26/2016, we reassigned the order from Systemize Networks LLC, to WM Installations. Staples called into the office to inquire what time the servicer was going to arrive. We reached out to the technician that works for WM Installations and he stated that he would go out at 3pm. [redacted] called in to let us know that the technician had not shown up and would be leaving at 6pm. We attempted to reach out to WM Installations to get an ETA but was forced to leave a message. An email was also sent to the technician to contact Installs inc, LLC and the customer to give ETA. [redacted] called Installs again stating that the technician has not called her or shown up and she wok need to reschedule for the next day morning only. Installs tried to contact technician and he stated that he would not be available in the morning on Wednesday 7/27/2016. But he would be available on Thursday 7/28/2016 in the morning. We rescheduled the customer for 7/28/2016 8am to 10am. On Thursday 7/28/2016, WM Installations called from onsite and stated that he is unable to get the software disks to load. We referred the customer and technician to contact Staples to troubleshoot. Staples called into Installs and stated that the technician was unable to complete the installation and the customer is requesting a refund but she could not refund her because the order is not showing canceled in our system. We called the servicer and he stated that the printer is working and the order should be canceled. We received another call from Staples stating that the customer has been waiting for 10 days and the order still has not been completed. Staples advised us that they have already refunded the customer $40.00. [redacted] called into Installs to speak with a supervisor as she has complaints and several issues. She was advised that someone from Client Resolutions will contact her. On Tuesday 8/9/2016 [redacted] called into Installs stating that she had not heard from anyone from Client Resolutions. [redacted] listed out the issues as: Technician was onsite from 830am to 330pm. He did not know what he was doing. Technician asked the customer no to complain because he would not get paid. Her secondary printer is no longer working. She requested a different technician to go out and fix the issue. We scheduled her for a troubleshoot for 8/16/2016 10am to 12noon. On Tuesday 8/16/2016, the technician advised us that he would be there between 11am-1130am. We called the customer to inform her and she stated that she has already filed a complaint to the Revdex.com. We reached out to [redacted] and apologized for the inconveniences surrounding the scheduling and installation as a good faith gesture in hoping to make this right for the member we have issued her a refund that she will be receiving within 7 business days. [redacted] stated that she is satisfied with this outcome. Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.

Consumer called, stated the business has resolve his issue directly with him. He is satisfied at this time.

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]

On 10/6/2015, INSTALLS received a call from [redacted] before 12noon informing the servicer has not arrived. INSTALLS contacted the assigned servicer who informed the customer was on the schedule. [redacted] was informed of this information. Before 5pm, INSTALLS received another call from [redacted]...

[redacted] we informed the customer the servicer was still in the arrival window. After 6pm, INSTALLS received a call from the customer stating that the servicer missed the appointment. INSTALLS attempted to reach the servicer but received no answer. INSTALLS inc immediately escalated the order at which point there was no reschedule. [redacted] called in and requested to speak with a supervisor at which time was connected with Eddie. Eddie placed the order in high priority for the field department here at INSTALLS inc to find alternate coverage. The customer also requested compensation at this time.  This responds to the complaint filed by [redacted] concerning the delivery, set up and haul-away of a Mattress set at [redacted]3. [redacted] purchased the Mattress delivery, setup and haul-away on 10/3/2015.  Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer 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, Sam’s Club engaged our company to perform a Mattress delivery, setup and haul-away.The facts are as follows:On 10/3/2015, INSTALLS charged the customer for the Installation service, and scheduled the installation for 10/6/2015 8am-12noon then customer requested a 12pm-5pm arrival window, which we honored.  On 10/7/2015, the customer called back in after 11am and spoke to another supervisor [redacted] here at INSTALLS. The customer stated that the servicer contacted her on 10/6/2015 and stated that he had vehicle issues and would show up today before 11am. [redacted] apologized to the customer and offered the customer partial compensation, the customer accepted so the customer was credited via a credit card. The customer also requested more compensation at this time. [redacted] was advised that we needed to try to get coverage for the service today and we would call her back to discuss. [redacted] contacted our field department and was informed that the servicer was currently at the Sam’s Club and was expected to arrive at the customer’s residence within 30 minutes. [redacted] contacted the customer back and was informed that the servicer had just arrived but the customer advised that they are very unhappy.On 10/10/2015, INSTALLS Client Resolution department attempted to make contact with [redacted] but had to leave a message.  On 10/12/2015, the customer returned our call and was partially refunded. On 10/23/2015 Andrew a supervisor here at INSTALLS inc. made third and final credit to this customer he also attempted to contact the customer but left a message that she has now been refunded in full, and if any additional help was needed to contact him directly.  Thank you,  [redacted]
Operations Manager
installs 241 Main St, Buffalo NY 14203 t. 844-294-5211

March 12, 2017           Revdex.com, Inc. (Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] concerning a [redacted] washer repair to...

be performed at [redacted] Our primary business is to manage a national network of independent contractors (“servicers”) who performs repairs, delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings.  Our services are performed by a network of independent contracting contractors (“servicers”) with whom we have contracted to perform services on our 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 [redacted] washer repair for [redacted]. On 2/19/2017, our system electronically received an order from [redacted]. The order came in from [redacted] with a desired install date of 2/21/2017 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” logged into their account and accepted the order. On 2/20/2017 the order was dispatched to the servicer to assign a specific technician. On 2/21/2017 the customer contacted Installs inc LLC to get an eta, we attempted to make phone contact with the servicer and had to leave a message. An email was also sent to the servicer asking them to contact the [redacted] or Installs to provide an estimated time of arrival. On 2/22/2017, [redacted] “the tenant” contacted Installs inc LLC to inquire why the servicer never showed up for the repair. The customer service agent attempted to contact the servicer and had to leave a message and send an email. An escalation was opened up against the servicer as they never contacted either [redacted] or Installs inc. They also never showed up to complete the washer repair. Another internal high priority escalation was opened up on the order asking our field department to attempt to locate an alternate servicer to complete the repair. On 2/23/2017, an email was sent to the servicer to inquire if they are able to still perform the repair. An alternate servicer Exquisite Home Theater was also contacted to see if they had any availability to accommodate this repair. Exquisite responded that they would be available on 2/27/2017 but at that time could not provide an estimated time of arrival. Exquisite also stated that they would contact [redacted] on 2/26/2017. The order was reassigned to Exquisite and scheduled for 2/27/2017 between 8am and 530pm. A call attempt was made to [redacted] to inform him of the new schedule date and offer compensation for the missed appointment on 2/21/2017 at which time a message was left. An email with details was also sent to [redacted]. Exquisite logged into their account and accepted the order in our system. Later that afternoon we received notification from [redacted] that the order was no longer assigned to Installs inc LLC. 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 is willing to issue compensation to [redacted] upon contact with him. Installs inc has informed the proper internal departments about [redacted] failures to the [redacted] to ensure that training and corrective counseling take place so this does not occur again in the future.  Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc.

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]