NAL Group Reviews (%countItem)
NAL Group Rating
Address: PO Box 351, Norwich, New York, United States, 13815
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Address: PO Box 351, Norwich, New York, United States, 13815
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On 5/28/18, we purchased an electric cooktop from ***. The Installs LLC team came to take measurements to make sure the cooktop would fit. According to their measurement it would fit. A week after they came to install the cooktop and said they took the wrong measurements so it wouldn’t fit. We had to wait for yet another appointment (they’d previously cancelled twice) for the Installs LLC to come again to remeasure. After we had the new measurements, we finally went to purchase a cooktop that fit the new measurement on 7/24/18 - that’s how long it took!!! Almost 2 months later already!! But wait - there’s more! The cooktop finally arrived on Saturday August 18. An appointment was scheduled for installation on Tuesday, August 21, but no surprise - install cancelled. They rescheduled for Wednesday, August 22nd. On Tuesday evening (the 21st), we get a call from the company saying that the technician that was supposed to come does not feel he can do this kind of job. This is after I took another day off to wait for him. We asked to speak to a supervisor but were told the supervisor had left and would call us the next morning at 9am. Needless to say, that never happened. We’d also been trying to work with *** from *** in Brockton and though he agreed that what we were going through is absolutely insane, he suggested we contact *** corporate because there was nothing else he could do. We spoke to *** from customer service from the customer care line who also agreed that this was so wrong and said he called Installs LLC and was told there was in fact a supervisor working and that we would get a call that night. He said if we didn’t, to send him and email to let him know and he assured us he’d help us the next day. It has been over 2 days and we still haven’t heard back from Patrick, Installs LLC, or ***. My wife and I tried to call *** customer care again so we can speak with a supervisor, however, we were on hold for more than 45 minutes and were finally told they couldn’t find a supervisor. The date is now 8/23/18 and this all began 5/28/18. We have been jerked around by these people for almost 3 months now (with Brockton *** manager *** also not doing a darn thing to help us). This has gone on way too long and we are livid. This is so wrong and feels criminal.
September 11, 2018
***
***
***
*
Installs LLC
***
***
***
Re: ***
Complaint ID #: ***
Company File #: ***
This response is to the complaint filed by *** concerning a delivery and setup of an Electric Cook top 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 performs our services. Typically, we enter into written contracts with clients to provide their needs throughout the US.
In this instance, the customer purchased directly from *** Appliances. *** contracted with Installs LLC (“Installs”) to perform the services subsequently “Installs” contracted the services to *** based on their ability to complete the services and the coverage area they provided to Installs.
The research was done using our system diary logs showed:
On 5/28/2018, “Installs” received an order from *** for a pre-measure/consultation.
On 5/30/2018, the order was scheduled for 6/4/2018 and assigned to ***
On 5/31/2018, *** accepted the dispatched order.
On 6/3/2018, *** entered an ETA of 8-10 am for 6/4, and notated the system that they have confirmed that ETA with the customer.
On 6/8/2018, *** uploaded a copy of the consultation form to the system, and put the order into completed status. *** was notified to view the result; ts of the consult so they could sell the correct appliances per the measurements and subsequently send us a work order to now complete the delivery and setup of the new appliance.
On 6/23/2018, *** sent us a work order but did not release it to be scheduled until 6/26/2018.
Between 6/26/2018 and 8/27/2018, *** had been scheduled/rescheduled eight times. These schedules/reschedules were due to multiple reasons ranging from having received a non-working phone #, *** not being home on the first scheduled date, misses on the part of our servicers showing up for the appointments, and a special order of a new unit. Installs also had limited servicer options due to the installation portion of the service which included electrical work to be performed.
On 8/24/2018, Installs received a Revdex.com complaint.
On 8/27/2018, Installs scheduled the order for 9/5.
On 8/31/2018, Installs was notified by *** that they had hired a different vendor to install the unit and canceled the order in our system. Installs contacted the *** to discuss the dissatisfaction and the inconvenience surrounding the purchase of their service. Installs apologized and offered compensation for the multiple reschedules. *** declined the offer that was made and requested the total cost of what she paid for the installation, the total cost of the cooktop, as well as lost wages. Installs advised at that time that we would compensate for the cost of the installation service, and the multiple reschedules however that we would not be able to compensate for the cost of the cooktop as it was not lost or damaged. Installs also advised that we did not pay for lost wages. The offer was accepted by the customer and a check was placed in the mail on 9/4/2018.
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 other servicers besides *** that was willing to complete the services for ***. Notified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf that caused missed appointments and reschedules for ***. Advised our recruitment department for this area of the need for recruitment of servicers to ensure this does not happen again in the future. Refunded *** for the services purchased. Provided additional compensation for the missed appointments associated with the purchase of a delivery and installation of the cook top. Our last contact with *** was 8/31/2018.
Sincerely,
Kenya ***
Manager, Claims
Installs LLC
I am a small business owner who paid to have Installs LLC install 8 security cameras in my business. They 1st cancellation the schedule told me that it was inclimate weather. I asked if there was a tornado, lightning storm or something coming to Texas I wasnt aware of. She told me it was because it was going to be 105. I laughed and told her it's always that hot in Texas during the summer. 2nd time wasnt a cancellation but they showed up and refused to install the cameras I had purchased due to them being Samsung 4k 1080 cameras. They told me they would lose picture quality after 50 ft. *** at *** told me this was a lie and they were not sure why they told me that. The 3rd reschedule was due to the tech doing the install hurt himself on the prior job. I had the techs phone number due to him calling earlier. I called him back and he said that he didnt hurt himself but had a family emergency. 4th reschedule was due to tech taking the day off. I went into Best Buy and they cancelled the order with the 3rd party installer and assigned it to geek squad due to the multiple reschedules. DO NOT USE THIS COMPANY AT ALL. THEY ARE HORRIBLE.
200lb awning not installed correctly to the outside of my house. Instructions clearly say that the brackets have to be installed into studs. Bolts are pulling out from at least two brackets. Not confident that any of the brackets are installed into brackets. Awning is not usable and am unsure of how secure it is to the house.
August 9, 2018
***
***
***
Installs LLC
***
***
***
Re: ***
Complaint ID #: ***
Company File #: ***
This response is to address the complaint filed by *** concerning a *** installation performed at ***.
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, home services, 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 performs these services. Typically, we enter into written contracts with clients to provide their needs throughout the US.
In this instance, *** purchased the service from ***. *** contracted with Installs LLC (“Installs”) to perform the setup subsequently (“Installs”) contracted the delivery to multiple servicers.
The research using our system diary logs:
On 6/7/2018, “Installs” received an order for the setup of an awning. The automated IVR made a call attempt to *** W *** to schedule. The order was scheduled for 6/13 from 8 am to 11 am. Due to Installs system, not showing a local servicer with this skill set and could not be assigned, our field department was notified and they reached out to over 20 servicers via text message to obtain availability.
On 6/12/2018, as Installs had no confirmations from the servicers that had been contacted on 6/7/2018, Installs field department sent a request to our recruitment department to locate a servicer with the skill set and availability. Due to recruitment’s inability to secure a servicer the customer was rescheduled for 6/15.
On 6/13/2018 and 6/14/2018, multiple text messages, emails, and calls were sent out to servicers. On 6/14/2018, a servicer was located but stated that they are not available on 6/15 but will be able to accommodate on 6/20. *** agreed to reschedule for 6/20 12-5pm.
On 6/20/2018, the servicer assigned to the order contacted Installs and reported some sizing concerns with the awning but *** was ok with the size and the job was completed with no issues.
On 6/23/2018, it was reported to Installs that the servicers were nice however, they were not knowledgeable the awning was too low, they could not install the hood, and two screws were loose. The Installs customer service agent apologized for the issues and advised that we will send out a different servicer to fix the issues and the customer agreed. A request to our field supervisor to create a service call for ***. Once the service call was created, several alternate servicers were emailed to assist us with the fix.
On 6/27/2018, Installs scheduled the service call for 6/30 8-12noon. Our field manager was emailed that a servicer still needed to be secured. A servicer was found however they stated that they would not be available on 6/30 but they would be able to assist on 7/6 8-12noon.
On 6/29/2018, Installs called *** to reschedule for 7/6. *** stated that he would not be available after 7/5 as he is going out of town and will not return until after 7/25.
On 6/30/2018, *** called Installs twice looking for an update on when *** would be scheduled. Installs advised that we are looking for someone that can assist before *** leaves out of town.
On 7/2/2018, Installs scheduled the order for 7/27 8-12noon.
On 7/27/2018, the servicer assigned contacted Installs and stated that the awning had been installed incorrectly and he would need to uninstall it and reinstall it and he did not have t*** to complete and would need to reschedule for 8/2/2018.
*** was understandably upset and a supervisor in our filed department was asked to contact the customer back to discuss. The order was rescheduled for 8/2 8-12noon.
On 7/28/2018, Installs received Revdex.com complaint.
On 8/2/2018, the servicer assigned stated that due to the job taking 5 hours he would not be able to complete the order asked Installs to reschedule for 8/5 12-4pm.
On 8/7/2018, *** was contacted to confirm that the service was finally completed and there were no outstanding issues, and was advised that they would be refunded for the service.
In an effort to make this right for *** behalf of *** we offer our sincerest apologies for all the inconveniences this has caused.
To attempt to resolve “Installs”:
Attempted to locate servicers that were willing to accommodate the service. Notified our field department of the lack of responses of the servicers in the area that caused the multiple reschedules. Advised our recruitment department of the need for recruitment of servicers to ensure this does not happen again in the future. Refunded *** in for the service.
Sincerely,
Kenya ***
Manager, Claims
Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I contacted this Installation Made Easy, Inc to install an awning. They quickly took a $399 payment and put me off to their website which didn't work. They have a button to click on the website "my projects" once you order, it took frustrating 4 website trips and 3 phone calls before this system worked. They then gave the work order to Installs, Inc. These turkeys confirmed five installation dates and didn't show up for any one of them. At least they did call the first two times to cancel the date, but not a word for the other three. When you get to customer service with either company they yes you to death and tell a supervisor will call you back, that never happens either. I guess they want to get rid of me since they are going to refund the charge, but, it will take 10 days; on the eleventh day I will have *** beat up on them and reverse the charge. I now have their call center leaving a message they want to install in two weeks. I called a local guy, he charged me $300 more and installed it the next day. Stay away from these national companies; they apparently have no control over their local installation network
Installs is the mattress delivery company used by ***. I purchased a Queen mattress and box spring set at *** on 5/23/18. Delivery was set up for 5/30/18 and paid for at time of purchase. Two delivery dates have been set and ignored, no call, no show. Emails from the company did not help, getting *** involved has not helped. People involved include: ***, Freehold, NJ: Alma, Member Services, COS Jen, Nancy, Member Services. Installs Inc, LLC: Annette took original order and credit card charge, Damali rescheduled 1st delivery, Nay and Supervisor Monieca *** were supposed to find out why the 2nd delivery on 6/6/18 did not happen, no response received.
June 20, 2018 ***
***
***Installs LLC***
***
***Re: ***Complaint ID #: ***Company File #: ***This response is to the complaint filed by *** concerning a delivery of a Queen Mattress set 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 performs our services. Typically, we enter into written contracts with clients to provide their needs throughout the US. In this instance, the member purchased directly from ***. *** contracted with Installs LLC (“Installs”) to perform the delivery subsequently “Installs” contracted the delivery to two “servicers” *** and ***.The research was done using our system diary logs showed: On 5/23/2018, “Installs” received an order from ***. Once the payment was made, the order was scheduled for 5/30 from 5 pm to 9 pm. The order was automatically assigned to “servicer” *** based on their coverage area and availability that they provided to “Installs”. On 5/24/2018, the system auto-rejected the order due to *** never logging into their account and accepting the order. The field department here at “Installs” assigned the order assigned the order back to *** but failed to make a phone call to confirm. On 5/29/201, *** was contacted by “Installs” and they informed us that they would not be able to accommodate the 5/30 appointment. The field department here at “Installs” attempted contact with approximately 30 alternate servicers to see if any of them would be able to accommodate the appointment for the next day. Unfortunately, “Installs” did not receive any confirmations. “Installs” called *** to advise that we would need to reschedule for the next available date showing in our system due to a scheduling conflict. *** agreed to reschedule for 6/6/2018 5 pm to 9 pm. The order was auto-assigned to *** again. On 5/31/2018, the order was auto-rejected due to *** not logging into their system to accept the order. “Installs” sent them an email to confirm if they were going to be able to keep the appointment for 6/6. “Installs” did not receive a response on the confirmation request. On 6/5/2018, *** finally contacted “Installs” stating that they will complete the delivery and approved additional compensation that they had requested. On 6/6/2018, “Installs” emailed *** to remind them of the appointment but had to leave a message. *** contacted “Installs” to get an ETA on their arrival. “Installs” attempted to contact servicer via phone with no success. On 6/7/2028, “Installs” received an email from *** stated that the delivery never happened and there was no call received. The order was escalated as a high priority to our field department o find an alternate servicer. “installs” received a notification that a Revdex.com complaint had been filed. “Installs” also spoke to *** and advised that our field department is currently working on the order and they will contact her with an update. On 6/8/2018, *** called “installs” to inform us that she had not received a call from our field department with an update and requested a full refund. A full refund was issued at that time. “Installs” still continued to attempt to find a servicer to complete the delivery. The field department left messages and emailed 5 alternate servicers. On 6/11/2018, “Installs” found an alternate servicer by the name of *** who claimed that they will be available to perform the delivery on 6/13 Noon to 5 pm with additional compensation. The order was reassigned to *** and additional compensation was also approved. *** was contacted and the new scheduled date of 6/13 was agreed upon and confirmed. On 6/13/2018, *** contacted “Installs” to advise that upon his arrival at *** in Freehold, NJ the club advised that they could not find the mattress. On 6/14/2018, *** called into “Installs” to cancel the order. 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. Attempted to locate a servicer that was willing to accommodate the delivery for ***.2. Notified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf that caused missed appointments and reschedules for ***.3. Advised our recruitment department of the need for recruitment of servicers to ensure this does not happen again in the future. 4. Refunded *** in full for the delivery service. 5. Continued to attempt to locate a servicer to complete the delivery after the full refund was issued. 6. Provided additional compensation for the dissatisfaction with the purchase of delivery service.Our last contact with *** was 6/19/2018. Sincerely,Kenya ***Manager, ClaimsInstalls LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Terrible Company. Ordered a mattress from ***. They were supposed to bring it on said day, called and said it would arrive a day later. Day later, no mattress, no call. They sent me an email the next day asking how I liked the delivery I did NOT get. They rescheduled for a week later! Totally unacceptable. They would not offer a refund, a sooner delivery or apology. I cancelled delivery, hoping to recieve my refund...
I purchased a dishwasher from *** and had it installed with the company that they contract with. When the dishwasher started leaking and contacted *** and was directed to Installs. The customer service was horrible. I have been given the run around for a week and flat out lied to about everything. A technician was sent to my home after a week of contacting the company and damage being done to my home. He then would not pull the dishwasher out and told me they would be contacting a Samsung technician to come to my home. No one called me back and I have made many calls to Installs with no resolution of my problem. They have told me it is not there problem. I have reached out to managers and still have no resolution.
June 12, 2018 *** Installs LLC *** Re: *** Complaint ID #: *** Company File #: *** This response is to the complaint filed by *** concerning a Dishwasher installation performed at ***
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contractors “servicers” with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the US. In this instance, the member purchased directly from *** (“***”). “***” contracted with Installs LLC (“Installs”) to perform the installation subsequently “Installs” contracted the installation to “servicer” ***. Research regarding this complaint showed that: On 2/25/2018, “Installs” received an order from “***”. The order was automatically assigned to “servicer” *** based on their coverage area and availability that they provided to “Installs” when they signed up with us. On 3/3/2018, *** updated the order that the service was completed with no issues. On 5/22/2018 after business hours, “***” emailed, “Installs” stating that *** is reporting a leak from behind the dishwasher and requested we set up a service call. On 5/23/2018, “Installs” customer service department created a service call and contacted *** to schedule the service call. “Installs”, offered a schedule date of 5/25/2018 (due to *** contract ended 5/1/2018), *** declined the date stating that she needed an appointment that day. “Installs”, advised *** we would need to contact our field department to find a servicer that would be available to go out the same day. The field department attempted to contact two local servicers via email and phone to see if they could accommodate the service call. “Installs” damage claim department opened a ticket stating that in addition to the leak issue *** had incurred damages to her floor. The damage claim department contacted *** to gather specific details about the damages and possible cause. We also advised *** that the field department was working to find a servicer to come out and we would need the report from the service call and requested that *** send in pictures of the visible damages. The field department received an email from the field manager stating that a servicer named *** agreed to go out on the service call and would contact ***. The field department relayed that information to ***. *** called “Installs” to advise that she had not received a call. *** was contacted and a message was left. “installs” advised *** that if someone can get out to her sooner we would contact her. On 5/25/2018, “Installs” contacted *** and scheduled the service call for 5/30/2018 as we received an email from the field manager stating that *** responded that they would be available on that day. On 5/29/2018, *** sent an email to “Installs” advising that they went to the home and no one was there. “Installs”, responded to them stating that the appointment was for 5/30/2018, not 5/29/2018. *** responded stating that they will be able to go out on 5/30/2018. On 5/31/2018, The “Installs” damage claim department contacted *** to get a report of what they found during the service call. *** stated that when they arrived the dishwasher had dishes in it and was running, and could not recreate the leak and the floor was bone dry. They also stated the floor showed signs of normal wear and had markings appearing as if it was being measured for a new floor. They advised due to the claim he did not pull the unit out and advised *** that *** the manufacturer would come out to fix the dishwasher. The damage claim department contacted *** who stated that she did not want anyone from “Installs” back at the home. We were notified that *** would be out on 6/6/2018. We asked for a report from *** whom *** stated was out at the home as well as the pictures that we had asked for previously. On 6/7/2018, the “Installs” damage claim department contacted *** and left a message to confirm that *** had come out and if they advised what caused the leak. On 6/8/2018, the “Installs” damage claim department contacted *** who stated that *** came out and stated that the waterline was leaking where it was connected to the dishwasher and that she had filed homeowners claim. We asked for the report from *** and any pictures for our records. We also advised that if she gets estimates to also forward that to us. 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 assist “Installs” has: 1. Attempted to collect the proper documents/items to assist with determining liability, and assisting with the damages reported. We are still waiting on causation reports as well as pictures of the damages. 2. Performed an 8D analysis of the order. 3. Notified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf. 4. Advised *** to give our contact information to her homeowner’s insurance carrier. 5. Advised that we would close our claim and we will reopen if and when we receive a subrogation demand from the homeowner's insurance carrier confirming the cause of the damages were caused by the installation, not a manufacturer issue or a pre-existing condition. Our last contact with *** was 6/11/2018 as we are still attempting to assist with resolution. Sincerely, Kenya *** Manager, Claims Installs LLC
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]While I appreciate the time it took for Installs to write the response I am rejecting, much of the information in it is inaccurate and untrue. On 5/22/18 when we originally noticed the leak coming from the dishwasher as well as the damage to our floors we contacted *** who transferred us to the installation department. We were advised that the Field Support Department was already closed for the night but that she was sending an email for a call first thing in the morning and was escalating the ticket due to water damage. On 5/23/18 I received a call from Installs that a technician had been identified and that I would be receiving a call directly from that technician letting me know when he would be at the home. I notified them that I would be out of town for the holiday weekend and really wanted someone out that day. No one ever called. That evening I again contacted Installs and I am the one who set up an appointment for 5/30/18 between 8-11:59am – Installs is not the one who initiated the appointment for 5/30/18, I made that appointment myself when no one came out to my house on 5/23/18.On 5/29/18 I received a phone call from the Installs field support department letting me know that they had identified a technician who could be at my house that day. I was at work and asked for a time frame. The Installs rep who called me asked me to tell her what time I would “not be available”. I asked about the appointment I had scheduled for the very next morning and was informed that she did not know if there would be a technician in the area during the time of my appointment. I informed her that if she could let me know what time the technician could be at my house on 5/29/18 I could be home – that I just needed a 30 minute heads up so that I could leave work and drive home. She stated she would contact the technician and call me back. I did not hear anything back after several hours. It was at this time that I involved management in the Field Support Department and asked Installs to honor the appointment I had made for the next morning since I had already arranged to be home for that appointment. This was confirmed by Installs.I never received any calls from an Installs Rep or a technician at any time between 5/23/18 and 5/29/18, so if Installs is saying that a technician came to my home during that time frame, they did so without first calling me to see if I would be home.On 5/30/18 the technician arrived at my home. He specifically told me he was from *** and arrived in *** attire (polo and hat) and made it perfectly clear to me that he did not work for Installs. The dishwasher was empty when he arrived. He turned it on to try to recreate the leak. He did not wait long enough for the water to start coming out from under the kitchen island, even after I informed him that I thought the issue was a slow leak and not a “gushing leak”. The technician REFUSED to pull the dishwasher out and check the connections stating it would void my warranty - which turned out to be untrue. All the technician told me was that the lights on the dishwasher itself were all green and that this indicated to him that the dishwasher was functioning properly. That was never my question. I never thought the leak was caused by a faulty dishwasher, my question was always the installation – which this technician never looked at. The technician left my home without resolving the problem or attempting to correct the problems with my installation – he left me with a dishwasher I still could not use. The Field Support Team manager was also contacted on this day about our concerns related to the technician refusing to pull out the dishwasher to check the installation.The technician told me someone from *** would be out that afternoon. He stated that he had spoken to the technician coming out and that I would receive a call when he was 45 minutes from my home mentioning that he was coming from Columbia, SC (about an hour from my house)- no one ever called or arrived at my home. I attempted to contact both the original technician as well as the Field Support Team manager and no one answered my call or returned my call. I contacted *** myself, who had no record of someone being scheduled to come to my home. I opened a ticket with *** myself to have someone come out. As to the claims that there was normal “wear and tear” to the floor - that is completely inaccurate as I have water damage to my floor and buckling on my flooring. The markings mentioned on the floor were not for replacing the floor they were for marking the damage for pictures. As for the floor being “bone dry” we had turned the water off to the dishwasher a week prior while we waited for someone to come out to the house, so “no” there was no standing water at the time the technician was at my house. I had been unable to use my dishwasher during the time I awaited a technician because it would have caused additional damage. After the technician left my home I sent pictures of the water that had started to become visible after he left from the time that he had run the dishwasher while at my house. On 6/6/18 the *** technician that I scheduled came to the house, pulled the dishwasher out and stated that there was a leak from the water hose connections to the back of the dishwasher but that the dishwasher was not the problem. The *** technician confirmed that the water leaking was not a “gush” that would have been visible immediately, but was instead a “steady drip” due to poor installation. On 6/7/18 I had a contractor out to my home to attempt to get an estimate to repair the damage. He conducted a moisture test to determine the extent of the water damage under my flooring. He stated that a normal reading for my flooring should have been between 16-20 and that much of my kitchen floor was reading at 99 and that mold could have started to grow. All the water was between the flooring and the concrete slab- very little was visible at the surface of the flooring. I was told that they could not give me an accurate estimate until they could verify the extent of the damage by tearing up the old flooring. At that time, I needed a more streamlined and efficient way to have my issue resolved since I have small children in my home and had not received any assistance from Installs and filed a claim with my homeowner’s insurance.As far as the pictures go - I had not sent them yet because I was waiting to have all the information (report from the *** tech and the estimate that Installs Damage Claims had asked for). After I opened the claim with my insurance I needed to speak with my homeowner’s insurance company on their policies and practices prior to sending anything to Installs. At this time the requested report and pictures have been sent after confirming with my insurance company. I did say that I did not want Installs back in my home as I have been lied to and have received less than satisfactory service. The field support team even stopped returning my phone calls for help. So, no, I would not say this issue was resolved. At this time, I am going to allow my homeowner’s insurance company to work with Installs for resolution.Regards
June 25, 2018 *** Installs LLC *** Re: *** Complaint ID #: *** Company File #: *** This response is to address the complaint filed by *** concerning a Dishwasher installation performed at *** The initial response was made on June 12, 2018, using our call logs and notes entered by the customer service call center. After further research into the matter and due to the nature of misinformation that was delivered to *** given to Installs by the companies we subcontract with “Installs”: 1. Will compensate *** for the dissatisfaction of the services she has received. 2. Will work with her insurance to resolve any outstanding issues with her carrier. 3. Will take the feedback in regards to the servicers we have contracted and make sure that we are using the best options available in the area for the services we provide. 4. Will take the feedback from *** on the field support agents that were involved and use it as an opportunity to coach and mentor them to ensure they are well versed on how to quickly and effectively handle escalated issues. We are very sorry for the frustration this has caused and appreciate the feedback in order to ensure that this does not happen again. Our last contact with *** was June 25, 2018, and she was offered compensation for the inconvenience she has experienced. Sincerely, Kenya *** Manager, Claims Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
This company delivery service is NOTHING what it says it is. Just have a very bad experience with their delivery service, I waiting the WHOLE DAY AND EVEN TO THE NEXT MORNING as was agreed on the time, 8AM to 12PM, 12PM to 4:59PM, 3PM to 6PM on May 25, 2018 and re-scheduled time (with Driver) between 9 to 11AM the next morning and they NEVER showed up for the delivery. No phone calls at all and no apologies but arrogance. Spoke to Sam's Club manager in Naples but no support from them either. THIS WAS THE WORST EXPERIENCE I EVER HAVE!!! Needless to say I cancelled the service. AWFUL AND TOTALLY WASTED!!! PS: Found out that my merchandise is STILL at *** and never been picked up!!!
I'm writing to express my complete dissatisfaction with the "service" I received from Installs, Inc.
Here's the situation:
- I purchased a *** lock through *** and was told it would be installed between 4-8 pm on April 13.
- Despite the inconvenience, I stayed home from work to be there during this four hour window during a work week.
- No technician/installer showed up between the four hour window. Worse, no one called or texted with an update.
- I called around 8 pm. I waited 20 minutes on hold to talk to someone. Once I did, I was told that the technician was "just running behind" and would be there shortly.
- At around 9:30 pm, I called again, waited on hold for 20 minutes again, and voiced my concerns and frustration. I was told that the technician assigned to me would call me shortly, but, again, that didn't happen.
- I called *** to reschedule the appointment and to voice my displeasure at the situation. I had to stay on hold once again for 20 minutes. *** then transferred me to Installs, Inc.
- After describing the situation with one of Installs Inc. customer service reps, I requested an immediate installation (within 24 hours) and compensation for my time and trouble. The customer service rep (Kianna) told me that a supervisor would contact me.
- Instead of a supervisor contact me, an automated scheduler called me, telling me that the next available time was on Wednesday, and I would have to stay home from work once again, this time between 8-noon.
Needless to say, I'm enormously unhappy with the customer service I received from Installs Inc, and, by extension, ***. I believe I'm owed compensation for this unacceptable customer service.
May 1, 2018 ***
***
***
Installs LLC***
***
***
Re: ***
***
***
This response is to the complaint filed by *** concerning a Smart Door Lock installation to be performed at ***. Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contractors “servicers” with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the US. In this instance, the member purchased directly from *** (“*** contracted with Installs LLC (“Installs”) to perform the installation subsequently “Installs” contracted the installation to “servicer” ***. Research regarding this complaint showed that: On 4/7/2018, “Installs” received an order from “***” in which “***” had scheduled for 4/13/2018 arriving between 4 pm and 8 pm. The order was automatically assigned to “servicer” *** based on their coverage area and availability that they provided to “Installs” when they signed up with us. The “servicer” logged into their account and accepted the work order. Then shortly after the “servicer” logged back into their account and declined the order as “cannot meet time frame”. On 4/10/2018, “Installs” manually reassigned the order to an alternate “servicer” You Name It Inc. but keeping the same date and time. An email was sent to the new “servicer” advising them to log into their account to view/accept the new order. The “servicer” logs into their account and accepts the order. On 4/12/2018, the system dispatched the order to the “servicer”. On 4/13/2018, “***” contacts “Installs” to get an ETA, “Installs” attempted to contact the “servicer” but had to leave a voicemail and followed up with an email. On 4/14/2018, “***” called “Installs” to inquire the “servicer never showed up for the appointment. “Installs” contacted the “servicer” who stated that they did not do the job because they do not perform that type of work. Because of the no call, no show of the “servicer” and their failure to advise us of this before dispatch compensation and a reschedule was then offered to *** by “Installs” and the offers were not accepted at that time. The order was then placed into an unscheduled status and was automatically included in an auto IVR system that schedules orders via a phone call. *** calls “Installs” and reschedules for 4/18/2018 arrival time between 8 am and noon. The order was auto-assigned back to the original “servicer” ***. *** was advised at that time that we would revisit the compensation after all services were completed. On 4/16/2018, “Installs” received a Revdex.com complaint, which was sent to the call center manager. On 4/17/2018, the “servicer” accepted the order and the order dispatched to the “servicer”. On 4/18/2018, the “servicer” updated the order that they received the equipment and was in route to the home. However, the service could not be completed as it had been reported that the “site was not ready” On 4/20/2018, “Installs” called *** to discuss compensation there was no answer so a voicemail was left to confirm his address so compensation could be mailed. On 4/22/2018, “Installs” spoke to *** and confirmed the address.
On 4/24/2018, “Installs” mailed the check out to ***. 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 “Installs” has:
1. Attempted to contact *** to schedule the installation the lock.
2. Compensated ***.
3. Performed an 8D analysis of the order.
4. Notified our field department of the involvement of the “servicers” that we have contracted with to perform these services on our behalf.
5. Notified the customer service manager so counseling will take place with all representatives involved so this does not occur again in the future. Sincerely,
Kenya ***
Manager, Claims
Installs LLC
Purchased an oven from Lowe's. We were told oven would be delivered on 2.24.18. Oven never arrived on that day. Installs contacted me following week saying they would deliver on 2.28.18 in the morning. I advised installs that the morning was no good and instead they should deliver in the afternoon. They said they would check to see if possible and call me back, which they never did. Instead they called Wednesday morning and said they were 15 minutes away from my house. They were told to turn back because no one was home to receive the oven. They rescheduled yet again for 3.3.18. On the morning of 3.3 they called to tell me they would not be coming to deliver because someone called in sick. At that point I asked what was their excuse for not delivering the previous Saturday and they told me their delivery person screwed up and just didn't make the delivery.
Poor customer service. Incompetent staff. Terrible communication.
March 20, 2018
Re: ***
Complaint ID #: ***
This response to the complaint filed by *** concerning services purchased to be performed at ***, ***.
Our primary business is to manage a national network of independent contractors (“servicer’s”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contractors (“servicer’s”) with whom we have contracted to perform services on our behalf.
Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the consumer purchased appliances and services directly from ***. *** contracted with Installs LLC to perform a delivery and installation for ***.
On Saturday 2/17/2018, our system electronically received an order from *** for delivery and hookup of a range.
On Tuesday 2/20/2018, Installs LLC received a fax from *** that the order was ready to be scheduled. Installs LLC contacted *** and the order was scheduled for Saturday 2/24/2018. The system automatically assigned the order to *** at that time based on their coverage, availability, and skill set that they provided to Installs LLC. The “servicer” logged into their account and accepted the order.
On Friday 2/23/2018, The order dispatched to the “servicer”. The “servicer” logged into their account after business hours and updated the status to “declining job” noting that they called into Installs LLC days ago to report inaccurate routing information. Installs LLC reviewed all recorded calls to and from the servicer and there was no record of any calls from this “servicer” reporting that there were routing issues or that they would not be able to complete the service.
On Saturday 2/24/2018, Installs LLC attempted a phone call and emailed the “servicer” asking them to contact us to discuss the note that they had placed on the order. *** called Installs LLC to inquire why *** was receiving phone calls. Installs LLC informed *** of what the “servicer” had notated on the order and we were trying to contact the customer to inform them. *** advised Installs LLC to only contact *** after we hear back from the “servicer”.
On Sunday 2/25/2018, *** called Installs LLC to inquire why the “servicer” never showed up to complete the service. Installs LLC attempted to contact “servicer” again with no success at which time the order was rescheduled for 2/28/2018. Again the system automatically assigned the order to ***.
On Monday 2/26/2018, The “servicer” logged into their account and accepted the order.
On Tuesday 2/27/2018, Installs LLC pulled the order from *** and assigned it to Installs Buffalo. The order remained scheduled for Wednesday 2/28/2018. Installs Buffalo logged into their account and accepted the order. The order dispatched out to Installs Buffalo.
On Wednesday 2/28/2018, Installs Buffalo updated the order that they were in route but when they called *** to let them know they were on the way *** informed Installs Buffalo that they could not complete the service and they would need to change the service date to Saturday 3/3/2018.
On Saturday 3/3/2018 Installs Buffalo called the call center to report that one of their helpers called off for the day and Installs Buffalo would not be able to complete the order. Installs LLC contacted the customer to advise them of this and even though they were unhappy about the missed appointment, and the rescheduling of this appointment they did reschedule for Wednesday 3/7/2018. Installs LLC received a call from *** asking to find an alternate helper to get the service completed. Installs LLC contacted Installs Buffalo advising that they would need to find an alternate helper and get the service completed. The order was completed and notated that there were no issues reported on site.
On Monday 3/5/2018 Installs LLC received a Revdex.com complaint since that time two call attempts were made to ***. However, messages were left to discuss this complaint and their experience with the scheduling of the delivery and installation service. Installs LLC is awaiting a return call at their earliest convenience.
Installs LLC was not aware of any routing issues concerning the 1st “servicer” assigned which resulted in a missed appointment. The second appointment was not missed but rescheduled at the customer’s request. However, Installs offers our sincerest apologies for any inconveniences. This complaint will be reviewed by our field directors to ensure we are issuing the work to the most dependable contractors limiting these issues for our customers in the future.
Sincerely,
Kenya ***
Manager, Claims
Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The response provided by the business is a clear example of poor communication between them and the independent contractors they work with as well as failure to attract and retain professional/reliable independent contractors.One of their independent contractors failed to fulfill on a promised delivery date while another independent contractor cancelled at the last minute to deliver because they were down a staff member with no backup person to help fulfill the delivery, which was already rescheduled for a 2nd time and well past the original delivery date.My wife and I had to re-schedule our weekend commitments and had to stay at home for two full consecutive weekends in hopes that the delivery would be fulfilled.For our lost time, aggravation and endless calls to multiple parties, we were offered free delivery on a future appliance purchase from *** or a $25 gift card. Both options were unacceptable since we will never want to deal with this company ever again and the monetary value of the gift card was an insult.Anything short of significant compensation in the form of a *** gift card or *** store credit will not resolve this issue.Regards
A refrigerator and dishwasher were purchased from *** on February 4, 2017. Delivery was to be done by Installs Inc on February 16, 2017 between the hours of noon and 4pm. We received a call from the driver saying they were running late and wouldn't arrive until 8pm or later. We agreed that they would come the next day, February 17 before 4pm instead of making if a late night for everyone involved. At 4:08pm on February 17, I called the driver I spoke with the day before to ask for an approximate delivery time. I never heard back. It is now four days after the original delivery was scheduled and I still do not have my items, nor has anyone from Installs Inc called me to explain why this has happened and where my items are. I am wondering if the driver/installers stole the merchandise and sold them on the black market? *** has not been able to resolve this issue with Installs Inc, either. They appear to be as exasperated as I am. This company has stolen my items and is refusing to deliver them.
March 5, 2018
***
***
***
***
***
This responds to the complaint filed by ***. *** concerning services purchased to be performed at ***.
Our primary business is to manage a national network of independent contractors ("servicers") who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contractors ("servicers") with whom we have contracted to perform services on our behalf.
Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the consumer purchased appliances and services directly from ***. *** contracted with Installs LLC to perform a delivery and installation for ***. ***.
On Sunday 2/4/2018, our system electronically received an order from *** for delivery and hookup of appliances. *** scheduled the order for Friday 2/16/2018 between 12noon and 4pm. The system automatically assigned the order to *** at that time based on their coverage and availability that they provided to Installs LLC. The "servicer" logged into their account and accepted the order.
On Thursday 2/15/208, The order dispatched to the "servicer".
On Friday 2/16//2018, The "servicer" logged into the account and updated the status to "customer contact made" and then "service confirmed". The ‘servicer" places another update on the order stating that that they were "on site" and customer was not home and will need to reschedule for a Saturday appointment 12noon to 4pm.
On Saturday 2/17/2018, ***. *** called Installs LLC to unhappy stating that not one but 2 appointments had been missed. Instlls LLC was only aware of the order ever being scheduled once. Per the customer the "servicer" never showed up however he called on Friday 2/16/2018 to inform ***. *** that they will be late and to inquire if they would not mind rescheduling for 2/17/2018, customer stated that the "servicer" also gave the them at ETA for 2/17/2018 of 4pm. Installs LLC attempted to contact the "servicer" to find out what happened and was unable to make contact. Installs LLC also sent an email to the center supervisor as well as the field
department asking if they could assist with finding alternate coverage for Monday 2/19/2018 which is the date *** was now requesting. Installs LLC pulled the order from ***
On Monday 2/19/2018, Installs LLC reached out to 6 alternate servicers. None of the 6 alternates had upcoming availability. The order was then assigned back to *** and scheduled for Thursday 2/22/2018 12noon to 4pm.
On Wednesday 2/21/2018, the order Dispatched out to the "servicer".
On Thursday 2/22/2018, the "servicer" updated that the order had been "completed – no issues"
On Monday 3/5/2018, Installs LLC attempted to reach out to ***. *** to discuss this complaint as well as his experience with the scheduling of the delivery and installation service. However, a message was left on his voicemail and we are awaiting a return call at his earliest convenience.
It is clear that Installs LLC was not privy to some of the communications between the "servicer" and ***. *** however Installs offers our sincerest apologies for any inconveniences. Not only were there missed appointments and reschedules recorded they will be reviewed by our field directors to ensure we are issuing the work to the most dependable contractors limiting these issues for our customers in the future.
Sincerely,
Kenya ***
Manager, Claims
Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards
Gave one star only because you cannot leave it blank. Purchased over the range microwave on November 30, 2017. Delivery and install scheduled for December 5th between 8am and 12 pm. Received email December 3rd which did not reflect the number I gave for the 30 minute on the way call and also that the the delivery time was changed to between 8am and 8pm??
I called customer service same day on hold for 45 minutes and then be told they did not have my microwave and that the order was written incorrectly. Took my number and said he would look into the order and call me back. Around 7pm I get a call telling me he was calling to give me a claim #. I ask for what and was told for damaged items in my home. Said my order is for a microwave to which the response was “sorry I called the wrong number” I was working with you earlier and will call you back” Never heard back from him.
Had I not made the call to correct my number and inquire about the 8am to 8pm (which by the way I was told was impossible because *** does not have a 12 hour window..It's written in the email! PLUS same was said on voice reminder. I would have waited at home on the 5th for 4 hours for nothing.
Then I initiated contact to get the delivery rescheduled. Which was for December 7 8am to 12 noon. I get a phone call around 10:45 there has been a medical emergency and no delivery.
Rescheduled a week later on December 14 between 8am and 12 noon. Confirming email received. Reminder call says appointment is from 12 noon to 4pm. I make a call to *** store Clearwater as I cannot be home noon to 4pm. Supposedly the time is corrected to between 8am and 12 noon. Another No show
Without any contact to me I receive an email that the delivery has been rescheduled for Saturday December 16th. I contact customer service as I cannot be home that day. Again long hold times and calling the store. No resolution. I leave a note on my door and ask if they can come at 4pm. I am noted in the system just “Not at home”
Again more inconvenience getting through to customer service .Now 3rd reschedule for December 21st 8am -12pm . 1st email December 18th acknowledging delivery is 8am to noon then a 2nd one changing time to noon to 4pm. More calls to customer service and a 3rd email correcting time back to 8am to noon. I get a call on the 21st at 10:37 letting me know someone is on his way to pick up my old microwave?? I still have not been delivered the new one. So the next email I get at 10:41 telling me the *** will arrive at 10:55. SO CONFUSING!!
Next email at 10:43 thanking me “for letting us serve you” ! Order complete microwave installed!!! So more phone calls to the Clearwater store to be told by manager Robert that yes the microwave is still going to be delivered and installed today by 12 noon. At little after 12:00 noon I call customer service to be told conflicting information it’s being rescheduled no they are still coming running late will be arriving at 2:00pm. I wait a total of 6 HOURS for a NO SHOW again.
I call Robert after 2pm on December 21st and request a full refund. He has a could care less attitude and tells me he has no control over the installers. I check my credit card three days later and no refund. After more on line chat nonsense I find out that because the microwave shows still in transit from prior 3 day no show and a refund cannot be issued! Told I should call customer service. I have no intention of ever calling customer service again. And I see no evidence any attempt made to issue a refund. A third trip to the Clearwater store my 3rd after purchase. Spend over an hour with the assistant store manage *** who must have made 6 or 7 phones calls up the ladder and still could not get the microwave release from the system nightmare to issue a refund. Needless to say I will dispute with my CC company.
Not only have I been inconvenienced home waiting hours for No Shows taking time away from my work, having spent at least 3 hours on phone calls, and 3 unnecessary trips to the store, but microwave sales are over so a similar one is going to cost me more money. And all the stress that came with it There is no earthly reason that a microwave bought on November 30th that is in stock could not have been delivered and installed by Christmas which is also a great inconvenience. . It is abundantly clear that the *** delivery/install procedures are fundamentally flawed.
I spent over an hour with *** tonight trying to resolve my refund as I am greatly concerned receiving an email from *** saying I have received the microwave and is has been installed. It was ridiculous the hoops *** was having to go through to seek assistance for this issue *** was the only
I also received a call earlier this week asking for someone other than myself. The woman verified she was calling my cell number. Then I curiously asked her if the call involved ***. Yes she said she was trying to get a hold of some woman named *** or *** or to pick up her damaged washer and dryer. Gee somehow I wasn’t surprised….but whoever this woman was has my cell number. I call the Clearwater store as this was the icing on the cake and was told Oh yeah *** just called the store to escalate her washer and dryer issue!!!
Installs Inc LLC is the absolute worst business to deal with. We have been stood up 3 days in a row. We purchased our mattress from *** and they have been awesome. We are paying an individual to come to our house and help take the king size mattress upstairs as we are in our 60s. *** is helping to get our money back from these people and dispose of our old mattress. I really don't understand our Revdex.com has given them an A plus rating. No professionalism at all. I rate them a -1!
Dishwasher Timeline
November 26 at 4:07pm purchased *** Dishwasher at *** in *** -told installers would contact within 24-48 hours with delivery for THAT week. Dishwasher was in stock.
No phone call within 48 hours.
Wednesday the 29th. Called ***. Was told they never received confirmation of the dishwasher being in stock. They called and confirmed while I was on the phone. Given an install date of Tues. Dec 5th.
(Later than verbally guaranteed by store employee) was told that I would get a delivery time window the night before install.
Dec. 4th at 9:07 pm called the 1-844 number. Was told that the installer could not give me a timeframe for the next day until before 9am. I told them that is unacceptable and was told there was nothing they could do.
Dec. 5th no one called us before 9am.
• Husband called the 1-844 number at 9:15am and was on hold for over 10 minutes before having to hang up due to work.
• I called again at 12:46 during my work break and was on hold for 20 plus minutes and had to hang up due to work.
• Finally, called a third time at 3:32pm and talked to the company. They called the installer and received no answer. Was told to give the installer until the end of business day and to call back if needed to escalate a claim.
• 7:54pm –Still a no-show. Called a final time for the day escalated the claim. And was told that the escalation department would call me and try to get me the soonest delivery date available.
Dec. 6, 2017 STILL NO CALL FROM ANYONE
• I called the 844 numbers at 3:33pm and asked to speak directly with escalation. After 33 minutes they confirmed a special delivery and install time of 8am on Friday, the 8th.
Dec. the 8th. At 8am-12pm STILL NO CALL AND NO INSTALLATION.
• I called at 11:02am and waited on hold for over 25 minutes. Asked to speak to escalation again. Was sent to a supervisor. She said she would call the installers supervisor and have him call me with a ASAP install.
• At 12:56pm. Roger, the supervisor called. He stated that the “install would be done by that evening even he had had to drive down from Charlotte to do it himself”
• At 1:15pm I received a call from the install company and they said someone would be installing the dishwasher between 2-4pm.
• NO ONE CAME from 2-4pm nor did anyone call to cancel
• Received a phone call from Roger at 5:06pm (704-----) that he was driving from Charlotte to install the dishwasher himself.
• Received a series of text messages that he was on his way.
• At 9:05pm received a call from Roger that he was at LOWE’s and they couldn’t locate my dishwasher. He also stated he purchased a $100 gift card for us and would be at my house at 8am to oversee the install.
Dec. 9th
• 8:18am received a phone call from a installer, Anthony, that he was at Lowe’s and would be over soon. I asked if they had spoken to Roger about the missing dishwasher and he said he hadn’t but would call him now.
• 9:24am received a phone call from Anthony that they still couldn’t locate the dishwasher.
• 9:27am- husband called manager at Lowe’s and while on the phone they found the dishwasher and said he would be over to install.
• 10am installer, Anthony showed up. Had complication with taking the dishwasher out and had to get supervisor approval to go “above and beyond” the normal install.
• 10:58am Sent Roger a text message asking why he wasn’t there to oversee the install as he stated the night before and inquire of the $100 gift card he promised. NO RESPONSE.
• 11am installer had to go back to *** to get parts. That we had to pay for a total of $20 cash.
• 1pm installer DONE!!
Final Notes:
The amount of time wasted on us calling YOU is unacceptable. Proper communication could have solved 99% of the problems with this install.
Anthony is a valuable employee who did above and beyond his job. Wonderful installer. Everyone else who had a hand in this account needs to be identified and retrained so this does not happen again. There were too many mistakes and errors. Having a delay and rescheduling delivery is one thing. But to receive NO CALLS or communication is the problem. I had people at my house for 2 different days waiting and wasting their time on installers that did not show and did not call. Common courtesy is to give a proper time frame and if it can’t be met to call and reschedule. I ,as the customer, should not have to contact you all. Now 4 days later escalation has NOT called me. One person offered me $50 and I laughed. Two missed installed and the amount of time you have wasted of mine is worth way more than $50.
December 27, 2017***
***
***
***
***This responds to the complaint filed by *** concerning services purchased to be performed at ***.Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf.Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the consumer purchased appliances and services directly from ***. *** contracted with Installs LLC to perform a delivery and installation for ***.On 11/26/2017 our system electronically received an order from *** for an appliance delivery and installation of a dishwasher. The order status was placed into a “waiting ship notification” status by ***. Even though *** changed the status back to “Unscheduled” that same day and placed on a note on the file that the unit was “in stock” Installs LLC never received a phone call from *** confirming: the dishwasher was in stock, at the correct pickup location, and it was cleared for Installs LLC to reach out to the customer to schedule. our process with *** in regards to this campaign offer is when Lowe’s creates an order in our system without our manual intervention they will contact us to confirm product availability, its location, and clear us to call their customer.On 11/30/2017 *** called Installs LLC to inform us that the unit is in stock and to contact the customer to schedule. Installs LLC immediately attempted contact with *** to schedule but had to leave a message. Our automated IVR system then attempted another contact and the order was scheduled for 12/5/2017 8am to 5pm. Once scheduled the order was automatically assigned to “servicer” *** based on their coverage area and availability that they provided to Installs LLC. The “servicer” logged into their account and accepted the order.On 12/4/2017, the order dispatched out to the “servicer”. *** called Installs LLC to get an ETA for 12/5/2017. Installs LLC placed her on hold and contacted the “servicer” and inquired about an ETA. The “servicer” would not confirm an ETA and advised they wouldneed to look at their route and would call all the customers in the morning. *** was unhappy with that response, stating that she would not be home until after 1pm. Installs LLC attempted to get back in contact with the "servicer" but there was no answer and no way to leave a message due to the voicemail being full. Installs LLC advised customer that her change in availability has been notated on the work order.On 12/5/2017, Installs LLC emailed the “servicer” asking for an ETA and urging them to contact ***. *** called Installs LLC stating that they had not received a call from the "servicer". Installs LLC opened an escalation against the "servicer" for “failure to follow process”. Installs LLC attempted contact with the "servicer" and the calls went to straight to voicemail which was still full. *** stated that she will continue to wait and contact Installs LLC back if the servicer never arrives. *** called Installs LLC looking for an ETA. *** was placed on hold and the servicer was called and they advised us that they called someone earlier about rescheduling the order, which there is no record of this communication in our system with the “servicer”. Installs LLC emailed the field department asking to locate a “servicer” in the area that can provide the soonest available date. *** was advised that an escalation ticket had been opened on this order and she inquired about compensation.On 12/6/2017 *** called Installs LLC advising that she has not heard back from the escalation team. The customer was then transferred to the escalation team who scheduled her for 12/8/2017 8am to 5pm, and advised that once the service is completed they would discuss compensation. The “servicer” logged into the account and accepted the order.On 12/7/2017 the order dispatched to the “servicer”.On 12/8/2017 *** contacted Installs LLC and was transferred to the field department. The field advised her that they will make sure that the service is completed that day.On 12/9/2017 the servicer updated the order as completed on 12/8/2017 and notated that they had to spend money out of pocket to purchase a new water line, shut-off valve, and a dishwasher kit to get the service completed.On 12/11/2017 *** called into Installs LLC to discuss compensation but she was advised that no one was available, and an email was sent to the escalation team and supervisors.On 12/13/2017 *** called into Installs LLC stating that she hasn’t heard from anyone from the escalation team, she was then transferred and she asked for a supervisor which the notes states there was no none available but she was then offered an amount for compensation which she denied. Installs LLC sent an email to the supervisors to advise them of the offer and denial of the offer.On 12/14/2017 an Installs LLC supervisor contacted *** and discussed the turn of events surrounding the service. *** stated that the “servicer” offered her a $100 gift card, and that she was expecting a total of $465.00. She was offered a negotiatedamount and she accepted the offer. The compensation was mailed out on 12/19/2017.It is clear that Installs LLC was not privy to some of the communications especially via text between the “servicer” and *** however Installs offers our sincerest apologies for any inconveniences. Not only were the missed appointments and reschedule recorded they will be reviewed by our field directors to ensure we are issuing the work to the most dependable contractors limiting these issues for our customers in the future.Sincerely,Kenya ***Manager, ClaimsInstalls LLC
I have been dealing with this company for almost a month. Initially they where supposed to call the day before and say when they would be out, they didn't. I was given a time from 8am to 5pm for a dishwasher install. They showed up at 8pm. After the install we found out the dishwasher was dud, electrical issue that causes it to not turn on. No big deal I contact *** get a replacement ordered and set up an install for the next Saturday. No call no contact, they didn't show up. We call again to get a new appointment. We are told they can set us up for Monday. Sunday we get a call saying we have to reschedule for Wednesday as they can't get a hold of there installer. We take the reschedule. Tuesday We tried calling multiple times to verify that we were getting our new dishwasher installed on Wednesday. Once again they can not contact the installer and we are recommended to reschedule for next Wednesday, another week out! Finally I contact *** and they get in contact with the installer and I am given a window for between 8 am and 1pm it is about to be 2pm here and still no signs or contact from these people. I am currently on hold still trying to contact the installer. This company's organization and scheduling is absolutely terrible. I would recommend they find some way to improve on that and replace the installers that can not be trouble to answer the phone calls or call ahead to let a customer know they are arriving or running late.
December 26, 2017
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This responds to the complaint filed by Mr. Stephen *** concerning services purchased under *** to be performed at ***.
Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contractors (“servicers”) with whom we have contracted to perform services on our behalf.
Typically, we enter into written contracts with clients to provide their needs throughout the U.S.
In this instance, the consumer purchased appliances and services directly from *** Hometown & Outlet. *** Hometown & Outlet contracted with Installs LLC to perform a delivery and installation for ***.
On 11/17/2017 our system electronically received an order from *** Hometown & Outlet (“***”) for an appliance delivery and installation of a dishwasher. The order was scheduled via “***” for 11/22/2017 8am and 5pm. Once scheduled the order was automatically assigned to “servicer” ***. based on their coverage area and availability that they provided to Installs LLC. However, the “servicer” never logged into their account and accepted the work order. Installs LLC began for alternate options in the area.
On 11/20/2017 Installs LLC manually reassigned the order an alternate “servicer” ***, maintaining the 11/22 8am to 5pm schedule date and time. The “servicer” logged into their account and accepted the order.
On 11/21/2017, the order dispatched out to the “servicer”.
On 11/22/2017, the “servicer” notated the order that the ETA would be 6pm to 9pm. Installs LLC received a call from *** asking for an ETA. *** was placed on hold and the “servicer” was called and Installs LLC was advised that they would call the customer when they were on their way. Installs LLC received another call from customer approximately an hour later looking for an ETA. *** was informed of the 6 to 9pm ETA the “servicer” entered into the notes. The “servicer” updated the order as completed.
On 11/28/207, Installs LLC received another order from “***” on 11/28/2017 to go back out to the site and haul away defective unit and install a new one. “***” scheduled the order for 12/2/2017 8am to 5pm arrival window. Once scheduled the order was automatically assigned to “servicer” ***. based on their coverage area and availability that they have provided to Installs LLC. The “servicer” logged into their account and accepted the order.
On 12/1/2017, the order dispatched out to the “servicer”, and a reminder email was sent to them to contact *** to confirm ETA. *** called in inquiring about an ETA. They were placed on hold and the “servicer” was called and a message was left to call ***. Another email was also sent to the “servicer” asking them to contact ***.
On 12/2/2017, *** called in twice inquiring about ETA. She was placed on hold and the “servicer” was called and a message was left to call ***. Another email was also sent to the “servicer” asking them to contact ***.
On 12/3/2017, Installs LLC made several attempts to find alternate coverage to complete the services. *** was the only “servicer” who confirmed the soonest available date of 12/6/2017. Installs LLC called *** and eft a voicemail explaining the new schedule date and time of 12/6/2017 8am to 5pm.
On 12/5/2017, *** called looking for ETA and when Installs LLC could not give that info as there was no update from the “servicer”. Installs offered to look for a different “servicer”. Mr. Stephen *** asked for a supervisor.
On 12/6/2017, The order was turned over to a supervisor to assist as after multiple calls and emails to the “servicer” by the call center agents a response was never received. The supervisor contacted *** to discuss the issues with scheduling and was informed by her that the technician was 1.5 hours away. The “servicer” logged into the system and marked the order as completed.
In an effort to make this right for *** and on behalf of the brands we represent through our service programs Installs offers our sincerest apologies for any inconveniences. Not only were the rescheduling’s and no call no shows recorded they will be reviewed by our field directors to ensure we are issuing the work to the most dependable contractors limiting these issues in the future. Also on 12/6/2017 Installs LLC approved a refund to *** which was mailed out on 12/12/2017.
Sincerely,
Kenya ***
Manager, Claims
Installs LLC
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12542568, and find that this resolution is satisfactory to me. I am happy they decided to refund the costs. I am hoping in the future that scheduling issues are resolved as I do plan to use Sears again. I know they will still be using this company for installs so, fingers crossed for a better experience next time.
Regards,
Stephen Parrish
Installs.com (*** third party contractor) did not fulfill their role in reimbursing me for water damages made to my home due to a plumbing mistake by their refrigerator technician. They took approximately a month and a half to take a look at my claim, by then I had my water damages repaired. I had to have them repaired because my floor was been done and they could not proceed with the floor install base on the water damage.
Consumer called, stated the business has resolve his issue directly with him. He is satisfied at this time.
We purchased a king size mattress and box springs 10/28. The first delivery date scheduled was 11/1. Installs called the day before to cancel and reschedule for 11/2. No call and no show for 11/1. Friday 11/3 they called to delver on 11/4. We were in PA. and could not be home. Called an "expedite" 844 number 11/8 stating this was an anniversary gift which was the 8th. Woman was apologetic and claimed she would put a rush on the order and have it delivered on the 8th if not the 9th. no ca;; and no show, Called again and was rescheduled for the 15th. no call and no show. Went to *** in freehold and got management involved.After being on hold the phone call resulted in a delivery date of the 21st. I was given a number to escalate the problem with David Barnes. I received an automated call from installs saying the delivery was now for the 22nd. After calling David he assured me the delivery would be the 21st and he did not know why I received an automated call.on the 22nd I called David again and was told the appointment was now for the 22nd between 5 and 9pm instead of 12 to 5, Again he assured me after checking the set would be here tonight. Again no show and no call.Each call resulted in being put on hold for a minimum of 30 to 40 minutes. Every confirmed delivery date missed required someone to miss work or school to await delivery.
I ordered a full kitchen set worth $6000 at the end of September. The delivery was originally set for 10/21/2017 between 12-4. They didn’t show up until around 6:15, they never called us that day until after I had called customer service around 6 times and at that point they were already super late. Then they didn’t even attempt to get the refrigerator in my house, they just said it wouldn’t fit because they didn’t want to have to do their job, so I canceled the order, went back to Best Buy and scheduled another delivery for 11/10/2017 between 12-4 again. One of the delivery guys called my husband and said they were running late, we’re not happy about this, but ok, we’ll wait. 6pm rolls around, we call the number back from the man that told us he would be late, then he lies to us and says he called me and I told him not to come. So he called my husband the first time but calls me the second time? That doesn’t make sense, and no, not one person from this company called me all day and I have the phone log to prove it. So then the guy tells us we will get the appliances first thing in the morning 11/11/2017. Well, I’m for good reason nervous about this and call Best Buy at 8am to confirm that they are still delivering. The girl on the phone tells me she will call Installs LLC, then when she gets back on the line, she tells me they are in fact delivering between 8-12 on 11/11/2017. 11:30 rolls around, I can’t get ahold of anyone from Best Buy, so we call the phone number we have for the delivery guy. He tells us the delivery was canceled yet again. His name is Mike and he tells us to call customer service and not take no for an answer if they tell us they can’t get it to us by 11/12/2017. We call them, they can’t get it to us until 11/13/2017, a work day, so I would have to wait around another day for them to not show up? No thanks. I ask to speak to the manager, but apparently, they don’t have a manager on duty on a Saturday, just a team lead. The team lead Brandy, tells me the typical, “sorry for the inconvenience but...” and goes on to tell me she’ll work on it, but that it’s more or less not getting us today. So it’s ok not to deliver my things, but they can’t push some other customers delivery back to fit us in when we absolutely should be priority at this point. I’ve never in my life had more trouble with a company.
December 1, 2017 ***
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*** This responds to the complaint filed by *** concerning an appliances installation to be performed at ***. Our primary business is to manage a national network of independent contractors (“servicers”) who perform delivery, installation, and assemblies of consumer electronic products, appliances, and home furnishings. Our services are performed by a network of independent contracting contractors (“servicers”) with whom we have contracted to perform services on our behalf. Typically, we enter into written contracts with clients to provide their needs throughout the U.S. In this instance, the member purchased appliances directly from ***. *** contracted with Installs LLC to perform a delivery and installation for ***. On 9/30/2017, our system electronically received an order from *** for appliance deliveries and installations. The order came in from *** already scheduled for 10/21/2017 arrival between 12 pm and 4pm. When Installs LLC received the order it was automatically assigned to “servicer” *** based on their availability that they have provided to Installs LLC and their location. The servicer logged into their account and accepted the work order. On 10/20/2017 the order dispatched out to the “servicer”. On 10/21/2017 at approximately 3:30pm EST *** called Installs LLC to get an ETA on the servicers arrival. Installs contacted the servicer while *** was on hold. Installs was advised by the servicer that the technician will be reaching out to the customer shortly. Installs advised *** of this and ended the call. At approximately 4:15pm EST *** called Installs looking for an updated ETA. Installs placed them on hold and called the servicer and they stated they will have the technician contact the customer to give them an ETA. Installs advised *** of this and ended call. Installs opened up an escalation ticket against the servicer for a “no call no show”. At approximately 645pm EST *** called Installs and asked if we would remove the doors from the unit so it will fit in the home. Installs advised them that removing the doors is not included with the services that was purchased. At approximately 7:00pm EST the servicer updated the order that they were in route to *** as *** released the equipment to them. At approximately 7:10pm EST the servicer updated the order that the refrigerator was too big and unable to fit inside the home and customer refused the delivery. On 10/23/2017 *** called Installs and advised that we need to remove the door as the customer will not be reselecting a new refrigerator. Installs called the servicer to inquire how much they would charge to remove the doors, and a message was left. Installs also sent the servicer an email asking the same question and to advise that *** is requesting that we return on 11/2 between 12noon and 4pm. The servicer responded and stated that the refrigerator will still not fit even if the doors are removed. Installs advised *** of this and she agreed to reselect a different one at that time. *** contacted us and stated that they will contact our management to request that we do remove the doors. They also scheduled the order for 11/10/2017 between 12-4. The servicer accepted the order in the system. On 11/9/2017 the order dispatched to the servicer. On 11/10/2017 Installs field manager reassigned the order from *** to an alternate servicer ***. *** updated the order to they were in route. They later updated the order that they contacted *** and someone picked up the phone and started screaming and hung up, tried again and there was no answer. On 11/11/2017 someone named Mr. called and stated that the servicer must have called the wrong number and they want the servicer to come out that day. Installs called *** and they stated that the *** warehouse would not release the equipment to them today as they do not show it as being scheduled for today or confirmed with the customer. *** advised Installs to let Mr. know that they can do the job on 11/13/2017. Mr. refused 11/13 and advised it needed to be 11/11 or 11/12. Installs advised Mr. that we can look for an alternate servicer to see if anyone can pick it up 11/11 or 11/12. Mr. asked for a manager. Installs put a team lead on the phone and the team lead advised the same thing and the caller became angry and hung up. *** went in and scheduled the order for 11/15 12-4pm. *** went in system and unscheduled the order. *** went in system and scheduled it for 11/16 12-4pm. *** went in and canceled the order out of our system and noted that they refunded the customer. In an effort to make this right for *** and on behalf of the brands we represent through our service programs we have attempted contact and we offer our sincerest apologies for any inconveniences. Installs LLC is also willing to discuss compensation with *** upon their return which we have yet to receive. Installs LLC has also informed the proper internal departments about the “servicers” failures to ensure that training and corrective counseling take place so this does not occur again in the future. Sincerely, Kenya *** Manager, Claims Installs LLC