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NAL Group

PO Box 351, Norwich, New York, United States, 13815

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Reviews Delivery Service NAL Group

NAL Group Reviews (%countItem)

On September 2, 2019, while in Sam's Club 6410 Petrie Way, Baltimore, MD 21237 shopping when I saw a mattress on sale that I was interested in purchasing. There was a sign on it that said speak to Customer Services if you are interested in delivery, which I did. I spoke with someone who told me they have used the delivery company to deliver mattresses, TV, furniture, the likes and they were reliable. Therefore, I purchased the mattress, called the company that night for delivery service. I should have ran then because I was on hold for 35 minutes before anyone even picked up the phone, but I received the invoice via email, made the payment scheduled delivery from 8:00 am - 11:59. Therefore, I moved things out of the way, took everything off the bed since they were to haul the old mattress away, and by 12:00 noon, I had not received not one call from Install LLC, so I called them. That time I was on hold for 38:51 waiting for someone to pick up to explain when I would receive my order. The customer services person said he understood my concern since I was only supposed to take off a half a day since the delivery should have taken place before noon. He asked me to hold for a minute while he called the drive, but came back to the phone saying he left the driver a message since he could not reach him by phone. I explained I would appreciate him trying again because there such a long wait time on their end to speak with some. Long story short it is 1:18 pm which I received a call from Angela saying the mattress will be here around 4:30 or so today, when it was supposed to be here between 8:00 am - 11:59 am. I now have to take off the entire day for a delivery of a mattress when I live about five miles from the store. I want a refund for the deliver fee since they inconvenience me.

NAL Group Response • Sep 18, 2019

This responds to the complaint filed by *** concerning a mattress delivery 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 behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, Sams Club Home Services contracted with Installs inc LLC to perform a mattress delivery for ***. On September 3, 2019, our system electronically received an order from Sams Club. The order came in from Sams Club with a desired install date of September 6, 2019 arriving between 8am-12pm. When Installs inc received the order it was automatically assigned to “servicer” B&V Appliances Inc based on the availability that they have provided to Installs inc. The “servicer” logged into their account and accepted the order. On September 6, 2019, after the 8am-12pm arrival window, Ms. contacted Installs inc for an updated arrival time. Installs contacted the servicer who advised that they will contact Ms. to provide an updated arrival window. On September 6, 2019 Ms. contacted Installs inc again after the 8am -12pm arrival window to confirm an eta. Installs inc contacted the servicer. While Installs inc was on the phone with Ms. the servicer arrived for the service. In an effort to make this right for Ms. and on behalf of the brands we represent through our service programs we offer our sincerest apologies for any inconveniences. Installs inc has spoken with Ms. and is issuing compensation for her unhappiness with the service. Installs inc 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, *** Installs inc. LLC

Customer Response • Sep 18, 2019

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

The lesson I learned: Always check to see if installation will be done by a third party, instead of the vendor who sells you the product. And NEVER use Installs LLC, EVER may also be NAL Group and that's how they now answer their phone.

Here's my story: *** recommended this company to handle an install a Sun Setter awning, which I purchased from them. No information was given to me who was going to handle the job. Just paid $699 for the install. I was contacted a week later from a second company Eureka who handles the job from Install LLC. They then passed the job to a handyman service HomeTechnologyHandiman of Louisville who attempted to install the Sun Setter. This appeared to be the first time they had installed one of these awnings, as it took to do an incomplete service three days. The install was first attempted July 26, 2019.
They told us they were only paid to install and level the awning, nothing else & would need to get authorization to come back. My wife & I looked at the installation brochure, and right on the back is a complete list the installer is supposed to handle before the job is complete. We read that our awning is supposed to be hung with four brackets. They used three & told us that is all they had. If they had checked the pictures in the brochure, they would have seen exactly how to hang the four brackets needed. They took all the parts left over with them! They should have left an Allen wrench that is necessary for any adjustments to the awning.

There was a wind sensor that came with our awning, and my wife installed it herself waiting for those jerks to return. In the meantime, I had Sun Setter send me another bracket & Allen wrench, so the installers needed to take the whole thing off the house and reinstall it with the fourth bracket. Afterward there was still a problem with the awning banging whenever it closed. They were never able to correct that problem as they needed more authorization to do anything else!
My wife talked to Sun Setter and they tried to walk her through resetting the motor. However, she would have had to climb on a ladder to reach the plug as required by the reset.

I did NOT want the same people to return so when I called LLC Installs (aka NAL Installation) again, they set up an appointment for another person in our area that they worked with to come 15 days later! He finds out he cannot fix the problem as the previous installers had covered over the electric plugin making it impossible to fix. The whole shebang should have been lowered to allow for enough clearance to access the plug in. He took photos so that he could justify what is needed to do, which is a complete reinstallation of the awning.

Another thing I hate this company (NAL Installation) is that it takes forever to speak to someone on the phone, and so I'm fed up with this company. I have spoken with them several times and thus far no calls back to tell us when this last installer who seems to know what is necessary would be back.

This company is NOT customer friendly! It has now been about a month. It is obvious that this job has been botched from the beginning, using incompetent people to handle a job. I googled how much people pay for installation on the average of one of these awnings & found out it was about $300. I feel like I have been had in more ways than one!

NAL Group Response • Oct 08, 2019

This responds to the complaint filed by *** concerning a Sunsetter awning installation to be performedat ***.Our primary business is to manage a national network of independent contractors (“servicers”) who performsrepairs, delivery, installation, and assemblies of consumer electronic products, appliances, and homefurnishings. Our services are performed by a network of independent contracting contractors (“servicers”) withwhom 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, Sunsetter contracted with Installs inc LLC to perform an awning installation for ***.On July 16, 2019, Mr. contacted Installs to purchase an awning installation. Installs created the order andscheduled it for the desired install date of July 26, 2019 arriving between 8am -12pm. When Installs inc createdthe order it was automatically assigned to “servicer” Home Technology Handyman of Loui based on theavailability that they have provided to Installs inc. The “servicer” logged into their account and accepted theorder.On July 26, 2019 *** contacted Installs and advised that the servicer left without completing theinstallation, but they just returned. Installs advised the customer to call us back if the installation is notcompleted. The customer called back later and advised that the servicer didn't finish, but would returntomorrow, July 27, 2019. installs called the servicer who confirmed that they would return tomorrow between8am -12pm.On July 28, 2019 *** called Installs because he received an automated call regarding his completedservice. He advised that the installation wasn't completed and he is waiting for the servicer to return. The orderwas reopened and Mr. was advised that Installs would follow up with him.On July 29, 2019 the servicer contacted Installs and asked for the order to be scheduled for August 2, 2019 inthe 4pm-8pm arrival window. *** was aware of the scheduled appointment.On July 29, 2019 Mr. left Installs a voicemail requesting a refund for his installation, as it wasn'tcompleted and he installed 1/3 of it himself.On July 31, 2019 Installs contacted Mr. who stated that he had to complete part of the installationhimself. He also advised that brackets were installed incorrectly. Ms. stated that they signed thepaperwork because they did not know the installation wasn't completed correctly until it was operating. Mr. requested reimbursement of at least half of the installation fee, and still have the installation completedon August 2, 2019. Mr. was advised that compensation would be discussed after the installation onAugust 2, 2019.On August 3, 2019 the servicer advised Installs that the installation was completed.On August 5, 2019 Mr. contacted Installs stating the awning was making noise when closing. Anappointment was scheduled for August 15, 2019, 8am -12pm arrival window. Mr. requested that theoriginal servicer not be sent back.On August 15, 2019 the servicer advised Installs that the awning would need to be uninstalled in order to repair,as the electrical outlet was not accessible due to the prior installation.On August 16, 2019 Mr. called Installs and stated that the servicer needs permission from Installs tocomplete the work needed to fix his awning. We advised that we will forward the request to the market managerfor the area and would contact him with an update.On August 19, 2019 Mr. contacted Installs to get an update. He was advised that we are still waiting tohear from the market manager.On August 20, 2019 Mr. contacted Installs to get an update. He was advised that we are still waiting tohear from the market manager.On August 23, 2019 Installs was notified by the market manager that they have a servicer who can look at theawning on August 29, 2019. Installs asked the market manager to contact Mr. directly as he no longerwished to speak with anyone in the office.On September 5, 2019 Mr. contacted Installs to see if he should have Costco exchange the awning.Installs advised that we would followup with the servicer and ask him to contact Mr..On September 18, 2019 Installs received an email from the market manager that the servicer can complete thejob, but not until October 4, 2019. Mr. accepted the appointment with an arrival window of 8am -12pm.On October 4, 2019 Installs had a servicer return to the ***'s home to complete the installation. The awningwas reinstalled and tested, everything is installed and working correctly.In an effort to make this right for *** and on behalf of the brands we represent through our serviceprograms we offer our sincerest apologies for any inconveniences. Installs inc is also willing to issuecompensation to *** upon completion of the installation. Installs inc has also informed the properinternal departments about the “servicers” failures to ensure that training and corrective counseling take placeso this does not occur again in the future. Sincerely, Rachel R Installs LLC

Customer Response • Oct 09, 2019

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. It took them long enough and I still wouldn't recommend them from my point of view. Too many phone calls to them with no immediate action after my complaint. They need to check to see if the people who install a product are competent to do the job right the first time. Installs should owe me a partial refund.

This has to be the worst decision Sam's Club ever made dealing with them. I've been held hostage about a tv I purchased 2wks going on 3wks ago to be delivered & installed still nothing. Customer service reps aren't any better they lie like the installers about window time that they're coming. I even had the driver telling me that the store manager was lying bcuz my installer called & told me they couldnt find my tv that they had been waiting 45mins but in actuality they left the store on purpose to go do another job here I am 4appointments later still no tv the wait time for customer service is 45mins a call or more then they hang up in your face not to find out what's going on with the missed delivery window or why it was missed. I havent been able to set up an appointment with anyone manager lied saying they would give me a $50 gift card(which I dont care about) I just want my tv something needs to seriously be done about this unprofessional company A+ rating is a Joke.

If I could leave a review with no stars I would. I had a dishwasher installed today and my counter was damaged as well as the dishwasher and the two employees were rude and unprofessional. I would not sign a blank screen on one of their phones after they told me they detailed the damage on the previous screen. When I said I needed to see the notes before I signed it, they got angry. They told me that I was disrespectful! DO NOT USE THIS COMPANY!

I purchased 6 appliances from *** (basically the all the appliances were to be upgraded with new ones). The installer from Installs LLC, delivered the items, then said he could not install and walked out the door giving no reason why he could not install. I called *** and they rescheduled for 4 days later, but did not give me a reason why the install did not happen. The same installer showed up despite my assurance it would be a different installer, he said he was here to install, turned around, got in his truck and drove off. He didn't even step into the home. I called *** again and they said that it was the installers perogative to refuse to install if they feel they don't want to install. I could not get *** to use a different person to install. The installer made notes on his install which was untrue, but *** would not send anyone else to verify if the installer was telling the truth in his notes.

NAL Group Response • Sep 18, 2019

This responds to the complaint filed by *** and *** concerning a wall oven, cook top, range hood, and dishwasher 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 behalf.
Typically, 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 (Insert service that was performed) for ***.
On July 9, 2019, our system electronically received an order from ***. The order came in from *** with a desired install date of August 5, 2019 arriving between 7am and 1pm. When Installs inc received the order it was automatically assigned to “servicer” *** Inc-CA based on the availability that they have provided to Installs inc. The “servicer” logged into their account and accepted the order.
On August 5, 2019 the servicer arrived to the customers home and attempted to begin the installation, but could not due to the condition of the home. *** contacted Installs on this day as well asking why service was not complete, and after being told why asked for the order to be rescheduled.
On August 5, 2019 the order was rescheduled for August 8, 2019, with an arrival window of 7am-1pm, with *** Inc-CA. The servicer then changed the arrival window to 10am -1pm.
On August 8, 2019 the servicer contacted us again to advise that he could not perform the services due to the condition of the home. *** was advised of the situation and stated that they would have the salesperson follow up with Ms..
On August 16, 2019 we spoke with Ms. regarding her complaint.
In an effort to make this right for *** and *** and on behalf of the brands we represent through our service programs we offer our sincerest apologies for any inconveniences. Installs inc has also issued Ms. compensation. Installs inc 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,
Rachel R
Installs inc. LLC

I paid for a delivery service and installation on a promised date. I received a call to reschedule for the following weekend. The following weekend came, but I had to call the company to find out that their truck was still broken and I was not going to receive my merchandise. I was promised a call from the Marketing Manager and have not received a call back. I had to make, and pay, for other delivery arrangements.

NAL Group Response • Jul 25, 2019

This response is to acknowledge the complaint filed by ***concerning delivery and setup of a mattress at ***Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home and outdoor furnishings. 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 customer purchased directly from *** who
contracted with Installs LLC (“Installs”)/NAL Group to perform the
services subsequently “Installs” who subcontracted an independent service provider to complete the service. The research that was done using our system diary log shows:
On 6/15/2019, Installs LLC/NAL Group received the order from *** stating that a credit card payment had not been processed and the card must be processed before being scheduled. Installs LLC processed the payment and scheduled the customer 6/22/2019. The customer requested a sooner date. Based on the type of service and the location where the service is needed the order was automatically assigned to ***. On 6/22/2019 *** updated the system stating that they were in route to the customer location. 2 hours later *** stated that the service will need to be rescheduled after 6/25/2019 due to the truck breaking down. Installs contacted *** to inform him we would be unable to make the appointment and rescheduled for 6/29/2019. In which he agreed. On 6/29/2019 *** declined the order stating that the truck was still down. Installs LLC/NAL Group reached out to our market manager to assist with finding alternate coverage. The customer called in inquiring if the appointment was still happening. The customer was informed that the market manager is looking for alternate coverage. *** also called into Installs and was informed of the same. On 6/30/2019, Installs LLC/NAL Group reassigned the order to a different service company Freight On-Time, LP and the order was scheduled for 7/1/2019. An email was sent to the customer to confirm the scheduled date. On 7/3/2019, ***, LP updated the order as completed. On 7/17/2019, an attempt was made to contact *** to discuss the Revdex.com complaint received on 6/29/2019. A message was left to discuss compensation. To date Installs LLC/ NAL Group is waiting to make contact to discuss compensation due to the multiple reschedules and failure to update the customer on one of the reschedules. Installs LLC/NAL Group values the customer and grateful for the feedback given and will review with the service companies assigned to ensure they are in align with our company culture of providing quality customer service and experience. Sincerely, Kenya C Manager, Claims Installs LLC/NAL Group

Customer Response • Jul 29, 2019

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Phone Response Consumer has advised Revdex.com that the Business has refunded his money of $99.00 (tax was non refundable) and that the complaint is resolved to his satisfaction Regards

How are y'all still in business? I've been waiting 14 days for my appliances. You contracted with a group in Mobile, AL that are bigots. I've looked at the reviews online and I can't understand how *** still employs your corporation? You have zero hold on your 3rd party installers. All they do is break promises that your team is making. It was so bad I made the local *** office fire your installers once already from my job. I will not be made to feel that I am unimportant. Your business should fail and all the people there should lose their jobs because ownership obviously does not care about customer service. And don't respond with 8,000,000 installs served. That's 8,000,000 minus 1% that are pissed off customers. No wonder *** shares have gone down. If given the option again I would rather throw myself off a bridge than purchase from *** and have to deal with this group.

NAL Group Response • Jul 25, 2019

This response is to acknowledge the complaint filed by *** concerning delivery and setup of appliances at ***. Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, home and outdoor furnishings. 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 customer purchased directly from *** who contracted with Installs LLC (“Installs”)/NAL Group to perform the services subsequently “Installs” who subcontracted an independent service provider to complete the service. The research that was done using our system diary log shows: *** stated that he had waited 14 days for his appliances. When Installs received the order from *** it was scheduled for 5/28/2019. There were reschedules caused by: site not ready, scheduling conflicts, and customer request based on the notations in our system. On 6/5/2019 *** reported that the *** advised about his dissatisfaction with the services from the time he walked into the store with the ordering process. *** also advised *** that they scheduled him for a date that he was not going to be available. *** noted that when Installs rescheduled him the service company assigned advised that they had a big job and would not be able to make the appointment. Installs found an alternate service company and *** was scheduled for the nest day 6/6/23019. On 6/6/2019, the order was updated as completed in our system. Installs LLC received a Revdex.com complaint. On 6/11/2019, our resolution center contacted *** and offered compensation which he accepted and was advised that he would receive in the mail within 7 to 10 business days. Installs LLC/NAL Group values the customer and grateful for the feedback given and will pass on the feedback given ti us in regards to the service companies involved in this complaint to the market manager. Installs LLC/ NAL Group believes that any kind of behavior exhibiting discrimination of any kind goes against our company culture and will be taken into consideration when assigning future orders to the contractor involved. Sincerely, Kenya C Manager, Claims Installs LLC/NAL Group

I ordered a play set to be installed, paid the additional cost for assembly and via *** was set up with this company for the installation. I had to reschedule the initial date, and on the rescheduled date, no one showed up. I called and was told that they didn't have anyone to complete my project. I had spoken to them and scheduled with them twice for my project, which we spoke about both times prior so it was clear what the project was. They advised me to go back to porch.com, who sent me back to them. I still have no play set assembled, and a three year old who has been patiently waiting for two weeks, that I have to explain to her that it still isn't ready for her because they weren't upfront with me about the project and set expectations that it could be done, and then not even have the courtesy to tell me that it was not possible to complete.

Bought a 4k TV from *** Club. Set up an install for which we paid an extra $99 for Wednesday after 1. Got an email that said it would be changed to Saturday from 8 to 12. I called and had it changed to Friday from 8 to 12 because of a conflict on Saturday. Got an email 2 days later saying it was confirmed for Saturday from 8 to 12. On Thursday night at 11:01 I got a new email saying it was confirmed for 12 to 4:59. We have changed our plans and are waiting for the installer. After reading these other reviews, I question the validity of Revdex.com's A+ rating of this company. We feel like hostages waiting for delivery of a product we've already paid for!

Filthy, evil company, incompetent and unprofessional. Not only did they fail to keep an installation appointment (for which they had an ENTIRE DAY “window” - I don’t know what kind of company needs to keep a 10-5 “window of arrival” open, is late for it, and then winds up never coming at all- this is not how scheduling works. This means I had to take a day off work for nothing and then have to do it AGAIN.) also they did not do one single thing they said they would do, even to the level of calling or emailing me back. I truly believe they had no intention of doing what they said they would do at any point. I had to call them 5 different times over the course of the day they kept me waiting, and during that time they said they’d email me back, they said they’d call me, none of that ever happened. They didn’t even call me to tell me when my “window” was. They can’t even hold true to their policy. Non-moral, badly run and corrupt company, don’t rely on them for anything. They treated me and my family like GARBAGE, I truly got the feeling in every interaction that they thought of me as GARBAGE and couldn’t care less if I ever got this service done. The process of working with them has been a true nightmare, they have put my family through hell. Literally choose ANYONE other than these people, you’ll regret it even from the start.

On January 4th, 2019 Installs LLC completed a delivery of a refrigerator I had purchased from *** for my new home in Philadelphia. Both individuals completing the delivery had a difficult time fitting the refrigerator up the stairs from my front door to my kitchen. After struggling, they managed to successfully install the appliance. It was not until an hour after they had left my home that I noticed a large gash in my wood staircase from the corner of the refrigerator. I called *** immediately to file a damage claim and was transferred over to their claims department.

It was then another week before I heard anything from Installs LLC's damage claims representative in the form of a claim denial. I had not received any phone calls, emails, or request for further information/photos. Just a denial. Their denial is rooted in the notion that because I signed the delivery release form and did not note any damage, they are not liable. I responded to the original denial with an explanation of the timeline of events and photos, along with an appeal for a second consideration. All I got back was yet another denial and a statement saying that my claim has been closed and this is the final decision.

The pure fact is that my home was empty at the time of delivery, had no previous damage prior to delivery (new construction), the delivery by Installs LLC was the only delivery of the day, and the claim was filed within less than an hour of the men leaving my home. Common sense says there is no other possible explanation for the damage. Yet, Installs LLC refuses to take any responsibility for their lack of customer service or for the damage they caused during delivery.

I consider *** to have some of the best customer service, when dealing with them directly. And from my experience with Installs LLC, they do not meet the standards that *** seems to have when it comes to customer relations.

NAL Group Response • Feb 05, 2019

This response is to acknowledge the complaint filed by *** concerning an appliance delivery at ***.

Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronics, appliances, and home furnishings. 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 customer purchased directly from ***. *** contracted with Installs LLC (“Installs”)/NAL Group to perform the services subsequently “Installs” ran this through their child company *** who contracted *** to complete the service. The research that was done using our system diary log shows: Based on *** complaint Installs LLC/NAL Group delivered appliances to the home on 1/4/2019. However, the records show that the contractor *** completed the service on 1/5/2019. *** stated that she informed *** an hour after *** left on 1/5/2019 that there had been damage done to the home during the delivery. However, Installs LLC/NAL Group received their First Notice of Loss on 1/14/2016 via an email from *** nine days after the completion of the service. *** stated that it was another week before she heard from Installs LLC/NAL Group. Installs LLC/NAL Group responded to *** on 1/16/2016 and sent the tender over to the Claims Specialist located in our warehouse that services NJ, PA, DE, and parts of Maryland to confirm that one of our contractors had completed the service and respond on how they would like to move forward. We received a response from the Claims Specialist stating that the service was assigned to ***’s route however the claim will be denied due to the customer had signed the Client Acknowledgment and Release section of the *** Event Completion Form. On 1/16/2019 Installs LLC/NAL Group forwarded *** a copy of the work order that she signed as well as a denial letter stating the reason for the denial. *** responded to the email advising that she did not notice the damages until after the form was signed. She included pictures and asked for a call to discuss. The second consideration request and request for a call to discuss were forwarded to the Claims Specialist on 1/17/2019 to review and we received the following response and forwarded to Ms.: “After looking over all the information available to us, we regret to inform you that we are forced to deny this claim based on the fact that we have a clean signature on the Event Completion Form under the Client Acknowledgement and Release. This states “BY SIGNING BELOW I AGREE THAT THE SERVICE WAS PERFORMED AS NOTED ABOVE, WAS COMPLETED TO MY SATISFACTION, AND THERE WAS NO DAMAGE TO MY PRODUCT, RESIDENCE, OR PERSONAL PROPERTY (UNLESS NOTED ABOVE), AND I ALSO RELEASE *** STORES, LP., ITS PARENT COMPANY, AFFILIATES, AND THIRD PARTY SERVICE PROVIDER FROM ALL LIABILITY FOR ANY DAMAGES (EXCEPT NOTED ABOVE).” I have attached your ECF to this email for your records. We have now marked your claim as closed. Our decision is final.” On 1/22/2019 Installs LLC/NAL Group received a notification that a Revdex.com Compliant had been made. A copy of the complaint was forwarded to the Claims Specialist as well as the market manager for this area asking them to review the claim for the 3rd time. On 1/31/2019 Installs LLC/NAL Group received a response from the Philadelphia warehouse stating that they investigated the situation and the business policy does not allow for an appeal. The denial stands as the expectation is that before a customer signs off on completion that the customer has taken the time to walk the property to ensure that there are no damages, the service was completed to their satisfaction and that there are no outstanding issues. All policies and procedures were followed. In the situation, *** had noted the form that there were damages caused, and or refused to sign the paperwork an effort to make this right for *** would have been made. Installs LLC/NAL Group values the customer and grateful for the feedback given and will review the current claim procedure to see if there is anything that can be done differently in the future to increase customer relations.

Sincerely,

Kenya C

Manager, Claims

Installs LLC/NAL Group

Customer Response • Feb 05, 2019

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 have reviewed the response and disagree with a few key points. The first being the date I had originally filed the complaint. I called *** directly after the delivery on 1/5/19 and was forwarded on to a third party that took details of my claim and the delivery. A complaint record number of *** was given to me by the complaint customer service representative. If there was a delay by *** in forwarding the complaint to Installs LLC, that is not a result of my late complaint. A look back at records from *** with the complaint number I have provided will show that the first call was made on 1/5/19 around 10 am - 12 pm, based on an 8 am delivery time.

The delivery service is using my signature on the delivery completion form to escape any responsibility for the damages caused to my flooring. Given I had not noticed the damage until right after the delivery men had left, me noting the damage was not an option. I would be more than happy to provide documentation that shows that I had moved into my home only a day earlier, and my furniture had not been delivered until 1/7/19. Therefore the only logical cause of the damage was from the refrigerator delivery.

Finally, if Installs LLC truly "valued the customer" as they say, they would use logic to take responsibility for their damage as opposed to falling back on being "forced to deny this claim based on the fact that we have a clean signature on the Event Completion Form".

Regards

NAL Group Response • Apr 12, 2019

After reconsideration an offer was made to the *** on 3/20/2019 and the offer was accepted. A release form was emailed to *** and to date we still have not received the release form back. At this time Installs/NAL Group has made attempts to resolve this issue. The claim will be closed and once the release form has been received it will be reopened and a check will be mailed out to *** within 7 to 10 business days from the date we receive the release form.

I paid for delivery and installation of a refrigerator from ***. The delivery was set up at the store. The delivery team showed up 40 minutes outside their 4 hour window. They didn't completely assemble the refrigerator. The plastic/packaging was left inside the refrigerator and the door in door/shelves were not put on. During delivery my front exterior doorframe was cracked. This occurred bringing the refrigerator into the house or removing the old refrigerator. The damage resulted in the front exterior door of my house not sealing. You can feel the draft along the door and hear the wind coming into the house. We had purchased the house less than a month before and no crack was present in the frame. The front door sealed with no issue.

Installs Inc. provided me with incorrect information to resolve my damage claim. First, I was told neither phone number associated with my order could be found in their system. I was transferred to IKEA. I called back, explained the situation, and was told to contact *** (NLA) Group. NLA informed me I should contact Installs Inc. I contacted *** Geek Squad who assured me Installs Inc. performed the delivery. They told me to contact them again. I called Installs Inc. back and was told my order was picked up by a different company, Delivery Solutions International (DSI). Installs Inc. had located my order under the order number in their "IMS." I contacted DSI and was informed they have no partnerships or depots in my area. I contacted Installs Inc. the next day and asked to speak with a supervisor. The customer service line refused to allow me to speak to a supervisor until I had provided them a phone number or order number. After explaining the situation to customer service, they refused to allow me to speak to a supervisor. They refused to transfer me to their general claims department. A supervisor has yet to call me back from Installs Inc. to resolve the issue.

NAL Group Response • Jan 28, 2019

January 26, 2019***
***
***
Installs LLC***
***
Re: ***Complaint ID #: ***Company File #: ***This response is to the complaint filed by *** concerning a Delivery & Hookup service purchased at *** at ***.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. 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 customer purchased directly from ***. *** contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to *** based on the skills and coverage areas they had provided to Installs.The research that was done using our system’s diary log shows: On Monday 12/31/2018, Installs received a Notice of Loss from Sedgwick via email asking if Installs would accept the tender. Sedgwick is a third party claim management administrator hired by *** to manage their claims. On Thursday 1/3/2019, Installs forwarded the tender to the Market Manager in the Illinois area to confirm if the delivery was assigned to Installs LLC and find out what servicer completed the delivery on our behalf. On Wednesday 1/9/2019, the Market Manager confirmed that *** assigned Installs LLC to the service and Installs contracted with *** back on Friday 12/21/2018. Mr. *** called into the Installs LLC customer service department and was advised that we had received notice of his loss and the Damage Claim Department would follow up with him within 24 to 48 hours. On Thursday 1/10/2019, Installs received a Revdex.com Complaint notification. Installs contacted Mr. and Mr. advised that the damage was not found until Wednesday 12/26/2018 and that *** was notified on that same date. Installs advised that we would email him a claim form that would need to be filled out and emailed back to us along with pictures and estimates. On Friday 1/11/2019, Installs uploaded pictures, the claim form, and 1 estimate that had been received from Mr.. The estimate was for a replacement so Installs contacted Mr. to advise a repair estimate was needed and if it cannot be repaired then details on why should appear on the estimate explaining why it cannot be repaired. Mr. called back to Installs but they were not available to take the call at that time. On Monday 1/14/2019, Mr. called Installs who was not available to take the call at that time. Mr. sent an email to Installs stating that 2 voicemails had been left and he is unable to find companies to give free estimates. He was calling to confirm that Installs would reimburse him for the estimates. He advised that until he receives the criteria for the estimates in writing he will not get any done. Installs responded advising that Installs will not reimburse for estimates so please do not use companies that are charging for them. Installs also asked Mr. if he would allow *** to come out to assess the damages with a contractor and provide an estimate. On Wednesday 1/16/2019, Mr. responded to Installs advising that Lowes had already informed him that the frame could not be repaired but it could only be replaced. However, he would agree for *** to come out to the residence with a contractor to provide an estimate. He also stated that he would need the name and contact information of the contractor to ensure that they would guarantee any work they would perform. Installs responded that we would have *** or the contractor reach out to him directly to schedule. Installs received an email from *** advising that they had spoken with Mr. and he was scheduled with a contractor for Friday 1/18/2019 between 8 am and 10 am. On Saturday 1/19/2019, Installs received an email from *** stating that the contractor went out to the *** residence and that Mr. is ok with allowing the contractor to fix the problem and asked Installs to set up a date and time for the repair. On Monday 1/21/2019, Installs responded to *** advising that we would not schedule with Mr. until we speak in him to confirm he is ok with the contractor doing the repairs and would be willing to sig a repair release form. *** was informed that once we receive the signed repair release from Mr. the contractor would be cleared to contact Mr. directly to schedule the repair. Installs was informed by Mr. that he did not agree to have the contractor perform the repairs as he was under the impression he would receive an estimate showing the work that was going to be done before he would make that decision. Installs informed *** to have the contractor to send over the estimate showing the scope of work for Mr.’s review. On Tuesday 1/22/2019, Installs emailed *** advising that we still need the estimate n order to move forward with resolving the claim. Installs reached out to Mr. to discuss the process and advise that if we do not get the estimate from the contractor we will move forward with finding a different contractor. Mr. at that time gave Installs the name and contact information for the contractor that was at the home on Friday 1/18/2019. ***. Installs received the estimate from *** and we forwarded it over to Mr.. On Thursday 1/24/2019, Mr. advised Installs that he was not confident in the contractor to complete the work and the contractor was unable to provide him with pictures of similar jobs that he had done. Mr. inquired on what the next steps were. Installs advised that we would find contractors to give us additional estimates and asked how he would like to proceed. Installs also answered the questions Mr. had advising that we do not reimburse for estimates and that contractually *** was responsible for the damages. Installs sent *** an email updating them on where we were with trying to assist and mediate a resolution. On Friday 1/25/2019, *** advised Installs to offer Mr. a settlement and if he denied the offer to send it to his insurance carrier. Installs reached out to Mr. and made the offer and it was declined. Installs was informed by Mr. that a small claims suit would be filed against Installs as well as ***. Installs contacted the insurance broker for *** and filed a claim and advised Mr. that a claim had been filed and as soon as a claim number was issued and an adjuster was assigned we would send him that information over after that all communication would be coming from the insurance carrier in regards to this claim. Our goal is to ensure that we bring each customer that may experience damage to their hm back to the place they were before the contractor arrived. In an attempt to assist with the resolution: 1. Installs stayed in contact with all parties to keep them informed and updated on the claim and the status. 2. Installs leaned on *** to resolve this matter for the customer, but after trying to allow *** to make this right for Mr. and getting nowhere Installs was willing to step in and assist with finding contractors to provide additional estimates free of charge to Mr..3. Installs filed the claim with *** insurance carrier. 4. The Installs Damage Claim Department will review their current process to see what improvements can be made to speed up the resolution time. Installs is not an insurance company and no longer handling the claim but we will continue to follow up with *** and their insurance carrier to ensure that they are making contact with Mr. and/or his attorney and taking steps to ensure that this claim is handled appropriately. Sincerely,Kenya ***Manager, ClaimsInstalls LLC

I bought a TV from Best Buy in Nov 2018 to deliver to NC and Best buy uses Install LLC to deliver the product as Best Buy's closest store is over an hour away. I have had to re schedule 5x going on 6th time with no reason. The women who answers the phone for Installs LLC is very rude and is not willing to help you. Best buy points the issue to their third party and the third party tells you to call Best buy. After a number of times calling each party and hours wasted on hold I finally changed the delivery address and it is scheduled (for the sixth time) to be delivered in NY tomorrow. I have been buying stuff from Best buy for a long time and this is the first time and last time I deal with them. This is unprofessional and disappointing how the situation was handled. Hopefully it finally gets delivered tomorrow.

NAL Group Response • Jan 13, 2019

This response is to the complaint filed by *** concerning a Holiday TV Delivery to room of choice for a *** at *.Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, and home furnishings. 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 customer purchased directly from Best Buy. Best Buy contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to multiple contractors based on the skills and coverage areas they provided to Installs.The research that was done using our system diary log shows: On 11/27/2018, Installs received an order from Best Buy was scheduled for 11/29/2018 with a 12noon to 5pm arrival window which never auto-assigned to a contractor based on the area, and type of service being requested. On 11/28/208, Installs caught the fact that there was no contractor with this skill, in this area, on this date. So the order was manually assigned to a contractor by the name of *** for 11/19/2018 12noon to 4pm. However it does not show a confirmation that a phone call or email from *** was ever contacted asking if they would complete this TV Delivery. Later on that day, an Installs employee reassigns the order from *** but did not enter the name of a new contractor. From 11/29/2018 to 12/6/2018, there are no notations on the order in Installs system.On 12/7/2018, Mr. contacted Installs stating that he was scheduled for the same day. Installs advised Mr. at that time the order is not scheduled in our system and referred him back to best buy. Best Buy contacted installs to confirm if the order was scheduled we advised Best Buy that we did not have the order scheduled for that day. Best Buy called in a second time asking if we can go into the system and schedule the customer for the first available appointment. Unfortunately, the agent scheduled the order for 12/13/2018 but there was no contractor to assign the order to. From 12/8/2018 to 12/12/2018, the order was not touched. On 12/13/2018, the installs field department spoke with the customer to find that they will be available on 12/14,12/15, and 12/16, Installs also advised that we are still in the process of finding alternate coverage for the delivery and someone would call them back once a solid date and time was confirmed with a local contractor in her area. Installs contacted a contractor by the name of *** who confirmed that they would be able to complete the TV Delivery on 12/15/2018. *** contacted installs later that evening to advise that they cannot do the job even if we paid them an additional fee due to the distance the delivery is from their routes. On 12/14/2018, Installs emailed the customer to advise that the field department was still working on finding an available contractor. Later on Mr. contacted Installs stating that he received a call in regards to being rescheduled. The Installs customer service agent advised the customer that he was scheduled for 12/15/2018 between 8 and 12noon. The customer service agent emailed out to the field manager twice to get assistance with getting this delivery scheduled and completed. The customer contacted Installs looking for an updated ETA. The customer was advised that we are still trying to confirm coverage. On 12/17/2018, the customer contacts Installs to see if the order was scheduled and Installs confirmed the order was scheduled and there was no guarantee that we would be able to get the delivery done before Christmas per her request. Later on that day, Best Buy went into our system and canceled the order out stating that the customer has picked up the TV from the store. On 12/20/2018, Installs received a Revdex.com Complaint. There was a delay with finding the correct order in the system due to the name, address and phone number on the order was different from the contact information on the Revdex.com Complaint that was filed. On 1/10/2018, Installs escalated the order asking that a supervisor review the order. After a review of the complaint and the order, Installs contacted *** who had purchased the TV for her parents and offered her compensation for her inconvenience and dissatisfaction surrounding the delivery that she purchased. *** accepted the compensation and a check would be mailed out within 7 to 10 business days. In an effort to make this right for *** and on behalf of Best Buy, we offer our sincerest apologies for the inconveniences this has caused. To attempt to resolve the events contained in the complaint “Installs”:1. Offered compensation for the inconvenience of our inability to deliver the TV within a timely manner.2. Will notify the field market manager about the need for additional contractor resources in the Demographic Area of ***.3. Will look into process and improvement challenges for next Holiday to ensure that this does not happen again. Sincerely,KenyaManager, ClaimsInstalls LLC

One star only because no lower rating is available. *** in Novi, MI subcontracted TV installation to them. Broken promises, long telephone waits on hold (30 minutes, 15 minutes). I gave up, bought an identical TV from *** and installed it myself. In the future I will avoid them.

Installs LLC is a third party that *** chose to use to deliver an high price television I ordered on Black Friday. It was to be delivered on 11/26 between 12pm and 4pm (courtesy reminder emails and voicemails sent to me to confirm). Installs called me at 4:05pm to inform my delivery had been cancelled and I would need to call to reschedule. I tried calling back and gave up after almost an hour on hold. The next day 11/27 I tried again in the morning and arranged for the delivery to be made that day between 12pm and 4pm. The order did not arrive. I called the next morning 11/28 and again waited on hold for over 30 minutes. I was offered no explanation for why my order was not delivered. Afterward I called *** directly and rescheduled the order yet again for 11/30 between 8am and 12pm (courtesy reminder emails and voicemails sent to me to confirm). The order did not arrive. That evening I spent over 3 hours on the phone with *** and Installs trying to figure out why my item has not been delivered and where it is located. I was accused of not actually agreeing to have my item delivered on 11/27 or 11/30 by Installs, despite the courtesy reminder emails and voicemails I received, and they refused to tell me where it was located. I rescheduled delivery yet again for 12/2 between 4pm and 8pm. I was told that I would receive a courtesy reminder call tonight, 12/1. I did not receive a call. I called Installs myself and waited on hold for 20 minutes. I requested a confirmation that my delivery is scheduled for tomorrow 12/2 between 4pm and 8pm. The agent said it is scheduled for tomorrow but he cannot reach the servicer to “confirm.” I requested an email at his earliest convenience when he is able to confirm. Shortly after I received an email that he wasn’t able to confirm with the servicer and he asked how I wanted to proceed. I replied that I still need confirmation that my item will deliver tomorrow at the scheduled time or I will need to know where it is located so I can pick it up myself. I will be reporting the sale as fraudulent to law enforcement if it fails again to delivered tomorrow 12/2 between 4pm and 8pm.

On 11/10/18 I ordered a bed from *** and had the delivery set up through the vendor while in the store for 11/21/18. The vendor informed me that delivery would be between 12pm -5pm. In preparation for the delivery I took a half a day off from work. I was home from 11:45 and received an email the day before stating delivery would occur between 12-5. At 3:10pm I contacted installs.com customer service to confirm my delivery and to see if I was still on the schedule and to determine if there were any issues. I was informed that my delivery was scheduled to occur between 12-5pm as previously stated. At 4:12 I again contacted the vendor to get an estimated time of arrival. After a 25 minute conversation I was told that there was a delay and the delivery would arrive by 6pm.

I requested to speak to a supervisor, after being placed on hold I was informed a supervisor was not available and would return my call. I was informed the supervisor was Takeesha. I was helped customer service rep Mikayla. I requested the name of the President / Vice President of customer relations because when I requested to hold for a supervisor I was informed I could not tie up the phone line. I was then informed that the information I requested could be found on line. I asked several times explicitly for the information regarding the customer service VP and was informed that I could go online myself to retrieve the information. I asked to be refunded for the delivery. I was offered a $25 gift card, I expressed dissatisfaction with such, and was offered a $50 gift card. Again, I declined the gift card and asked for the name of the VP or President of customer relations and was informed I could retrieve that information on line. I asked if the representative was banned from offering such information, I was told I could look that up myself. The representative refused to help me. I was contacted at 5:30 by the delivery person stating he was en route to pick up my mattress. The company delivered my mattress at 7:24pm.

NAL Group Response • Dec 10, 2018

This response is to the complaint filed by *** concerning a Premium Mattress Delivery, Setup and Haul-Away at *.Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, and home furnishings. 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 customer purchased directly from ***. *** contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to *** based on the skills and coverage areas they provided to Installs.The research that was done using our system diary log shows: On 11/10/2018, Installs received an order from *** was scheduled for 11/21/2018 with a 12noon to 5pm arrival window which auto-assigned to ***. On 11/21/2018, Installs received a call from *** noted at 3:14 pm asking if she was still on the schedule for the day. The Installs customer service representative assured her that she was still on the schedule. Installs received another call from *** noted at 4:48 pm looking for an ETA. The Installs customer service representative contacted *** to acquire the ETA and was informed by the servicer that they are running an hour late due to unforeseen circumstances on a prior site. *** informed Installs that she cannot wait at which time compensation was offered which was not accepted. *** asked to speak to a supervisor and was advised that the supervisor was on a call. At 7:36 pm *** noted the file that they were at the pickup location and equipment had been received, a call to *** had been made, and the order was completed out reporting no issues onsite. On 11/28/2018, installs received a Revdex.com complaint, an email was sent to the customer service supervisor to review the complaint. On 11/30/2018, Installs received a chargeback from *** credit card company. It was noted that the chargeback had been approved due to the complaint surrounding the service. On 12/7/2018, Installs contacted the *** to inform her that the credit card dispute had been approved. In an effort to make this right for *** and on behalf of ***, we offer our sincerest apologies for the inconveniences this has caused. To attempt to resolve the events contained in the complaint “Installs”:1. Offered compensation for the inconvenience of a late arrival due to an unforeseen delay on a previous site. 2. Will notify all department managers about the need for additional servicer resources when servicers report a late arrival during this busy season. 3. Approved credit card dispute for the total amount paid for the services. Sincerely,Kenya Manager, ClaimsInstalls LLC

We bought a TV from Best Buy On September 27,2018. They out source their installations to Install LLC. We have had 3 appointments for installation and they have cancelled all 3 without reason other than schedule problem. We checked with best buy and the TV is in stock. We went back to best buy to reschedule 4th appointment which was made for Oct 10 12-4., Installs LLC said they never received appointment info. We do have appointment now for October 16 8am-12pm but not trusting they will keep it. On October 6 Installs offered $75 for inconvenience we requested $150 and haven't heard back from the manager yet.
I will probably never buy something from Best Buy again with fear of having to deal with Installs LLC. again.

NAL Group Response • Oct 29, 2018

October 29, 2018***
***
***Installs LLC***
***Re: ***Complaint ID #: ***Company File #: ***This response is to the complaint filed by *** concerning a TV Setup & Mounting 47” and Larger and an add-on Basic Audio Setup at ***
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, and home furnishings. 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 customer purchased directly from ***. *** contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to multiple “servicers” ***, ***, and *** based on the skills and coverage areas they provided to Installs.The research that was done using our system diary logs shows: On 9/27/2018, Installs received an order from *** which they scheduled for 10/1/2018 in the AM 8 to 12noon which assigned to ***. *** rejected the job stated that it was out of their coverage area. On 9/29/2018, Installs contacted 11 servicers to inquire if they were able to service this customer on 10/1/2018. No servicer was able to be confirmed at which time the filed department reached out to *** to reschedule for 10/4/2018 in the AM 8anm to 12noon this time being assigned to ***. On 9/30/2018, *** rejected the order with no reason noted. On 10/3/2018, Installs reached out to *** to inquire if he is able to perform the service on 10/4. The servicer advised that they will need a helper due to the TV is an 82 inch and the helper has not confirmed availability for 10/4. Nine servicers were contacted to determine who had the availability to do an 82 inch TV setup and a helper. Mrs. contacted Installs stating that she received a text message that she was scheduled for that day. She was advised at that time that she was scheduled for 10/4. Mrs. then stated that she felt that she had been treated poorly based on the amount of money she had spent and she had been rescheduled once and wanted a supervisor and discuss compensation. Supervisor spoke to Mrs. and rescheduled for 10/8/2018 in the AM. From 10/4 to 10/6, Installs reached out to multiple servicers via phone and email to ascertain if anyone could provide the services. None of the servicers accepted the order. On 10/6/2018, an attempt was made to reschedule the customer which was declined. On 10/10/2018, *** called Installs and advised that she had rescheduled with the *** for 10/10. She was then advised that *** did not relay that information to us or change the date in our system. *** also questioned why she had not been contacted for compensation and she was informed she will be contacted regarding compensation. She was scheduled for 10/16 in the AM. On 10/11/2018, Installs received a Revdex.com complaint and an escalation was opened. On 10/12/2018, Installs reached out to the customer to ensure them that they will be contacted regarding compensation. On 10/15/2018, Installs attempted to reach out to 3 servicers with no success. Installs reached out to *** to inform them that we are unable to locate a servicer that will be able to accommodate the service at this time and would need to recruit someone, reschedule, and *** advised that he will be canceling the order. Later that day *** logged into our system and canceled the order. On 10/16/2018, *** called to advise that *** had been scheduled 3 times and is awaiting a call back from Installs for a $150 gift card. An Installs call center agent advised that they would only authorize a $75.00 gift card and would escalate to a supervisor who would not be available until 10/20. On 10/25/2018, *** was contacted by Installs and was offered compensation for the issues surrounding the service. *** accepted the offer and compensation was entered in the system to be mailed. *** should be receiving the compensation within 7 to 10 business days. In an effort to make this right for *** and on behalf of ***, we offer our sincerest apologies for the inconveniences this has caused. To attempt to resolve the events contained in the complaint “Installs”:1. Offered and will issue compensation in the form of a check for the inconvenience of the multiple reschedules. 2. Attempted to locate additional resources to accommodate the service purchased by ***. 3. Will notify all department managers about the issues and misses surrounding the management of this order from the field department, customer service, and the servicer(s) we contracted with. 4. Notified our field department of issues surrounding the incorrect coverage areas the contractor gave Installs.Sincerely,Kenya ***Manager, ClaimsInstalls LLC

TV protection setup and support plan purchased. Twice they have failed to show up for installation.

NAL Group Response • Oct 17, 2018

October 17, 2018 *** Installs LLC *** Re: *** Complaint ID #: *** Company File #: *** This response is to the complaint filed by *** concerning a Basic TV setup at *** Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, and home furnishings. 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 customer purchased directly from ***. *** contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to “servicer” ***. based on the skills and coverage areas they provided to Installs. The research that was done using our system diary logs shows: On 8/23/2018, Installs received an order from *** which was scheduled for 9/6/2018 in the AM 8 to 12noon which assigned automatically to ***. *** then requested to reschedule for 8/31/2018 in the AM 8 to 12noon which automatically assigned back to ***. *** then contacted Installs to reschedule to a PM appointment stating that they will not be available until after 1 pm. On 8/30/2018, *** rejected the order in our system stating that they cannot provide the service at the pay rate. An Installs customer service agent attempted to contact *** to reschedule but the contact attempt failed. No response and was unable to send an email. The order was removed from scheduled status at that time and placed in waiting for customer action 1st call attempt. On 8/31/2018, Installs automated IVR was sent to *** to schedule and that was a failed attempt due to no response. The order was placed into the 2nd call attempt. Later this day *** contacted Installs and advised that they will be out of the country and requested we delay the order until 9/20/2018. On 9/19/2018, Installs scheduled the order for 10/2/2018 in the AM 8 to 12noon which again automatically assigned to *** This should have been assigned to a different servicer based on *** previous statement that they will not accept the pay rate to complete the service. On 10/1/2018, Installs was advised that *** would not be able to meet the 10/2/2018 appointment and attempted to reach out to *** to reschedule for 10/5/2018 in PM 12noon to 5 pm. Installs received a busy signal and were unable to leave a message or send an email. On 10/2/2018, Installs opened up an escalation to the field department that *** is upset as she has been rescheduled multiple times and has not been serviced and will not reschedule for 10/5 will only accept appointment for 10/2. *** was informed that the field department will need to work on securing an alternate servicer and when an update is obtained they would follow up. The filed department attempted to contact three alternate servicers and none of them had appointments opened that day. *** contacted Installs on behalf of the customer and they were informed that the earliest we would be able to accommodate would be 10/5, 10/8, or 10/9. A refund was requested at that time. Installs advised that we could cancel the order and issue a refund if they wanted to do that. *** declined to cancel and asked that Installs calls *** from us with an update. Installs called the customer and advised that 10/5 is the earliest in the PM 12noon to 5 pm and that we would send a gift card for the inconvenience of having to reschedule. The order was assigned to *** and an email was sent to *** advising that the order must be taken care of and cannot be rescheduled again. On 10/3/2018, Installs received a Revdex.com complaint, opened an escalation and emailed the customer resolution department as well as the manager of that department to address. On 10/4/2018, *** went into the system and updated the order to unscheduled noting the order canceled per customer request. On 10/5/2018, Installs IVR automatically sent out a call to *** to reschedule because the servicer did not actually cancel the order. The field department placed the order into a problem with the order but never reached out to *** or ***. On 10/9/2018, a gift card was mailed out to ***. On 10/11/2018, A message was left for *** regarding the issue. Installs has not received a response from *** to date. The order is still open in our system, an escalation is still open. In an effort to make this right for *** and on behalf of ***, we offer our sincerest apologies for any inconveniences this has caused. To attempt to resolve the events contained in the complaint “Installs”: 1. Issued a gift card for the inconvenience of the multiple reschedules. 2. Would like to further discuss the issues and misses surrounding the management of this order from the field department, customer service, and the servicer we contacted with. 3. Notified our field department of the actions of *** as the root cause of the order not going in on the original install date and to address the issues with *** directly. 4. Will attempt contact with *** to confirm whether service is still needed and close out the escalated issue. Sincerely, Kenya *** Manager, Claims Installs LLC

charged me about $400 to install night owl security cameras. They sent *** to install the security cameras (4) *** left the security cameras outside and it pouring rain into the cameras and cables.
The cameras are troubleshooting.they never showed up.
*** did not know well how to install specifically this brand.
They made me sign a paper but the cameras are troubleshooting.

Don't charge when the job is not well done.

NAL Group Response • Oct 16, 2018

October 16, 2018

***

***

***

Installs LLC

***

***

Re: ***

Complaint ID #: ***

Company File #: ***

This response is to the complaint filed by *** concerning the setup of Wired Cameras at ***

Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, , and home furnishings. A network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf performs the services. Typically, we enter into written contracts with clients to provide their needs throughout the US.

In this instance, the customer purchased directly from *** - Geek Squad. *** - *** contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to multiple “Servicers” including *** and ***. based on the skills and coverage areas they provided to Installs.

The research that was done using our system diary logs shows:

On 8/1/2018, 8/10/2018, 8/17/2018, and 9/11/2018 “Installs” received a total of 4 orders from *** - *** via a web service for a Wired Camera (4 pack) Setup.

4981-583:

On 8/1/2018, the order was scheduled by *** for 8/6/2018 in the PM assigned to *** in Installs system.

Between 8/7/2018 and 8/20/2018 *** had been scheduled/rescheduled twice due to the servicers missing appointments but advising that the reasons were due to the customer wanting *** to complete the service, it being an unsafe working condition due to the attic being too hot to get into crawl space, customer needing a morning appointment, and missing a longer cord needed to complete the service.

4992-410:

On 8/10/2018, the order was received and scheduled by *** for 8/13/2018 in the AM and assigned to ***.

On 8/13/2018, servicer updated the order that when he was arriving onsite per *** the cameras were installed but she could not see them. *** updated the order that they never installed the cameras. Installs reached out to *** to confirm and she stated that she is waiting on the adaptor to come and she will call us back when she is ready to reschedule. The order was completed out in our system.

5000-965:

On 8/17/2018, we received an order from *** scheduled for 8/21/2018 in the PM assigned to ***.

On 8/21/2018, *** updated the order as completed with no issues to report.

1000-4560:

On 9/11/2018, we received an order from *** scheduled for 9/18/2018 in the PM assigned to ***. Later on that day *** logged into our system and rejected the order stating that the customer requested a different technician.

On 9/12/2018, *** declined the order stating that they do not perform these install types.

On 9/14/2018, installs reassigned the order to *** scheduled for 9/18/2018 in the AM.

On 9/18/2018, *** called Installs stating that they did not want *** to do the job and rescheduled for 9/22 in the AM with new assigned servicer ***. Later on *** logged into our system and rescheduled the order to ***. for 9/22 in the PM. Installs caught this and reassigned the order to *** keeping it scheduled for 9/22 in the PM.

On 9/21/2018, *** rejected the order and called Installs to advise that they would not be able to keep an appointment for 9/22/2018. The field department s*ted looking for alternative servicers for 9/22. *** contacted installs to advise that the Android operating system she as on her phone will not support the app needed to view her camera live and also stated that it had been explained to her she will need to go to her phone carrier and see if they can assist as he believed it was a cloud-based system and he has tried to help her on multiple occasions and he has gone over and beyond what is required for the job. The field department reached out to *** to advise of what Jean had advised and to advise we are still looking for an alternate servicer and we would call by Monday 9/24 to update them.

On 9/22/2018, the field department called *** and was advised to call back later. Installs called back and gave the detailed information concerning the cell phone and referenced them back to the store and the call was abruptly disconnected. Installs called back and left a message advising we will look more closely into the scope of work and contact her back. *** called in to get an update they were informed that the customer needs to get updates n her phone for the camera install. Installs received a Revdex.com Complaint.

On 9/26/2018, *** called in about the camera installation she was advised that we have not found a servicer to accommodate the service and will call her as soon as we hear something.

On 9/27/2018 *** was scheduled for 10/4 in the PM by force booking it to a new servicer ***.

On 10/2/2018 *** rejected the order stating the customer is out of their coverage area. The order was then assigned to *** in error for 10/4 in the PM.

On 10/4/2018, *** called in stating that she was expecting service but nit from ***. Installs called *** who stated that a different technician was going to service the customer. *** agreed to have *** come to the home. Later on we received a call stating that she turned Allyson away and was advised the next available technician would not be available until the next week and if anything sooner we will call and let her know.

On 10/5/2018, Installs scheduled the order for 10/6 in the AM with a new servicer *** for an AM appointment. When Installs called *** to confirm she advised that she spoke to the camera manufacturer who stated that her cameras may not be getting enough power and they may send her a new cable and would call her back.

On 10/6/2018 *** called Installs to advise that they could not reach the customer, Installs called the customer and was informed that they are waiting on a cable from the manufacturer and she will call to reschedule when she is ready.

To date we are waiting to hear back from *** so that we can schedule her for service once she receives the call from the manufacturer.

In an effort to make this right for *** and on behalf of *** - ***, we offer our sincerest apologies for any inconveniences this has caused.

To attempt to resolve the events contained in the complaint “Installs”:
Attempted to locate multiple servicers to accommodate the service.Notified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf that caused the missed appointments and reschedules.Will contact *** after the completion to discuss compensation for miscommunication and all the confusion surrounding the scheduling and assignment of the orders between all parties.Will schedule and complete the service once *** receives new cable from the manufacturer.
Sincerely,

Kenya ***

Manager, Claims

Installs LLC

The lesson I learned: always check if installation will be done by a third party, instead of the vendor who sells you the product. And NEVER use Installs LLC, EVER.
Here's my story: ordered a new range hood from ***. (We bought a washer/dryer set and a refrigerator earlier from ***. Installation was done by BB's ***, guys arrived on time and got the job done carefully and quickly. Totally satisfied. ) However, *** guys cannot install range hood due to some stupid regulation and BB outsourced this job to Installs LLC which in turn outsourced to some random guys.
The installer did not arrive on time (within the 4-hour window) and didn't bother to call me. After waiting for a long time online with BB, was connected to Installs LLC and was told the installer would call me and let me know the new arrival time. Never happened. So I called BB to reschedule the delivery. At 6:30 the installer finally called. He apologized and said he'd come to my house "first thing tomorrow morning". I made a mistake of giving him a second chance. Then the next day he and his team arrived *late in the afternoon*. After they started working I suspected that they are incompetent. When they found the pipe from my original range hood and the adapter from the new one have different sizes, they took both parts away and promised me they'll come back the next day and finish the job. It never happened. I call the guy numerous time the next day. He made up many different lies, the last being they got stuck in the traffic (when there was none).
When I complained to ***, one the of managers called the installer and got hung up by him. In the next few days BB tried hard but couldn't reach this guy. He just didn't pick up the phone. The installation was rescheduled to a month later. And no explanation was given as to the parts they took away. We have to live without the stove for four weeks (b/c they took away the pipe covering the wires: now the wires were exposed).
A month later, a new team finally arrived and installed the range hood for me. But they charged an outrageous "modification" fee of $575 on top of the $130 installation fee quoted by BB. I have asked *** to refund me part of this charge.
Another thing I hate this company (Installs LLC) is that it takes forever to speak to someone on the phone. Even more ridiculous is that when they called you to confirm the scheduled delivery, a robot voice asked you to say "yes" if you want to talk to a human being. I said "yes" three times and the robot kept asking me to say "yes", and eventually it hung up on me. What a joke! Why not ask the customer to press a number? I think they do this deliberately to avoid talking to you.
So I'm fed up with this company. In the future I will recommend all my friends NOT to use it. It does not deserve even one star. I'd give them a minus-ten-star rating if there's such an option.

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Address: PO Box 351, Norwich, New York, United States, 13815

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