ComplaintsforCT Install America, LLC

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of first visit 8/19/2023 Contacted company to cancel roofing job on 9/4/2023 and then again on 9/12/2023 when I still had not heard back. My wife also was on the phone on 9/12/20203 from 4:30 until 6 being passed off from the CEO and everyone in between him and **** ******* and all she got was voicemails and to this day no return phone calls. I want the contract voided and them to leave us alone. Bad business and customer service.

  Business response

  10/05/2023

  **. & ********************* signed a contract to have a roof installed on 8/19/2023.  Per the signed contract, the ********* had 3 business days to cancel the contract IN WRITING, as per federal law.  As the BBB complaint states, the ********* claim to have called to cancel which is not an acceptable form of cancelation.  As a company who wants to do right by the community, Install America has cancelled the contract with no penalties.

  Best Regards,

  ***********************

  VP Sales & Marketing

  *****************

  Customer response

  10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought new windows from install America. They installed them but later I noticed they don't lock. We have contacted them time after time and even had someone come see the problem and he said a crew would come fix it. Now they tell us someone from our area will contact us soon but so far nothing!

  Business response

  09/29/2023

  We apologize for any delay, but we have been in contact with the customer and have an appointment scheduled for Monday 10/2 to address their concerns.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The job is covering an existing porch using a higher quality wood since I wanted the wood exposed. All this was discussed with the rep who I signed with. Now that the project is started, it's been one wrong thing after another. I was rescheduled three times. It took the guy two days when I should have only been one, and would have if he didn't spend so much time smoking between each and every step he took. Then the roofers show up at 6am on the third day when I'm in dispute of the quality of wood. I live in a condo! The 2x4s have large knots and sections missing, the roofing wood is particle board(standard but not what was requested), the spacing is not uniform. This is nothing like what I expected nor requested. When trying to get the company on the line, I get other offices for Install America, then I get a barrage of calls asking if I want a project done when all I am doing is trying to get a hold of these people! I would like this finished to my 'standard', quality work done with quality materials! Not the run around I am getting right now! The person who is 'in charge' but not the owner, is *****, who doesn't and won't listen to a single thing I have said and won't say anything except the materials are standard and I have to pay regardless. Looks like there is a separate dept for each part of this project and no one is on the same page! My ex-husband is a contractor. He would have never accepted the materials sent due to poor quality. If he lived nearer, he would have done this for me as requested and for a fraction of the price. I've never received a breakdown of what costs what nor how they derived at their price. And the sales rep seemed to understand what I wanted. But this company is not delivering. Not to mention the tricky clauses that are all for the company and not the client when said client is not happy with their product. I will never use this company again and I'll be sure to tell everyone I can!

  Business response

  09/20/2023

  We have been in communication with *** ************ since the commencement of her project.  We have rebuilt this structure once for her already.  We have done additional metal work, amongst other items for her that were not included in the contract.  The latest is a new piece of gutter.  It is very clearly written in her contract that we are to reinstall her existing gutter.  She is demanding new, regardless of what the contract states.  This has been the theme to which we have been abiding.  The project is nearly 100% complete, and expect it to be fully within the next couple days.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We had a consultation for new windows. We were bullied into signing a work order that day even though we shared with them that we were unsure about it and wanted to hear what another company has to say. Signed with the other company. Submitted to Install America in writing that we wanted to cancel to the same email the quote came to. Never got an email saying it was undeliverable or that that mailbox couldnt accept emails but now theyre saying they didnt receive it and they cant cancel the order. They havent measured anything, they havent started making the windows, so they arent out any money. They are trying to bad talk the company we are actually going to use.

  Business response

  08/31/2023

  To Whom It May Concern,

  Install America offers FREE quotes to homeowners looking for home improvement projects.  We offer discounts if homeowners chose our company during our initial visit.  Homeowners have a right to decline the discounts and are in now way obligated to sign a contract.  If a homeowner does sign a contact, they have three days to legally cancel said contract.  The cancellation procedure is spelled out in the contact, stating in order to legally cancel the contract a written letter  must be mailed to our office.  An email does not suffice.  Once speaking with **************** we agreed to cancel his contract immediately.  Therefore, we have no contract with *****************  We wish him the best with his home improvement project.

  Best Regards,

  ****************************;

  VP Sales & Marketing

  *****************

  Customer response

  09/10/2023

  This has been resolved. We dont have any more business with them. I consider this matter closed. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company contracted to do 8 windows yesterday (8.29.23). On one of the windows, the top glass is broken and the seal is not complete, there is no caulking on the outside of the windows, they broke our siding in several places, one window will not close enough to lock. We spoke with a representative who, as of last night was going to speak with the installer and get his side. We have sent photographs and a video of the issues to the representative that we spoke with.

  Business response

  09/08/2023

  *************** is correct that we installed her windows this day, which there was one piece of glass broken and two others that had a blemish in the low e coating.  She was in contact with our Project Manager to report these issues this day including the broken siding.  When removing an existing new-construction style window that has a nailing ****** that goes behind the siding, it can be very difficult to not affect the j-channel or siding.  More times than not there is no issue.  However, some siding was affected during the installation and we will do what is required and fair to resolve the issue.  *************** and our project manager discussed this and there was some conversation of possible monetary compensation to resolve the matter.  We are currently waiting to receive the glass.  Once received, we will be in immediate contact with *************** to schedule the service appointment.  

  We have been in immediate communication with *************** and ordered the product immediately.  We are somewhat taken back that the customer felt it necessary to complain to the BBB on this matter.  None the less, we will contact her as soon as the glass is received.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a bathroom remodel from Install America in may of 2022, the install was relatively quick with few problem's, the problem is service after the install. Soon after the installation of the shower June 2022 it was noticed that a leak around the shower door was discovered and I called the company to repair the leak. This now 12 months after the installation and there is still a leak and they do not seem interested in repairing this leak. The tech who has been here to attempt to make repairs either does not understand the dynamics of water flow or just does not care. I have made several phone calls to Install America and have not received a response nearly a month.

  Business response

  09/08/2023

  We apologize **************** has had a trying time in regards to the shower door leak.   We have since been in contact with the customer and have an appointment scheduled for 9/12 to remedy the issue.  We look forward to getting this completed.  Thank you.

  Customer response

  09/13/2023

  The company keeps making excuses for their poor workmanship upon install, the repair keeps getting put off. The repair material should be available as I am sure that I am not the only one with this problem.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roofing debris (pieces of shingles) were again found sealed underneath the gutter guard, now seen having moved by heavy rain to block draining of rain water, causing erosion of ground near the foundation. Install America replaced the roof in 2018-2019. It took a major effort on our part to prove that their roofer sealed roofing debris underneath the gutter guard. The measure Install America took then were a) reimbursed the cost for unclogging the gutter; and b) sent somebody in to inspect the gutter with some kind of "scope", and claimed the gutter being free of roofing debris. Some three years later, this claim turned out to be false, as pieces of shingles were found sealed underneath the gutter guard, causing blockage in draining.It costed us $150 to pay for an independent contractor to open the gutter guard and remove the roofing debris/unclog the gutter. We are seeking reimbursement on the cost. In addition, the roofer from Install America nailed the gutter guard to the roof, voided our gutter guard warranty. We are seeking a) removal of those nails; b) performing a thorough cleanup of the gutter, to be free of any roofing debris, to prevent similar problem from recurring again.We contacted Install America on the above request more than a week ago, but so far having received no reply. Instead, a Sales person from Install America took the contact info I provided, and bombarded me with potential new project(s).

  Business response

  08/18/2023

  This customer's roof was completed at the end of 2018.  In March of 2020, the customer complained about debris in their gutter and ground "eroding" below.  They stated they needed to pay someone to come clean out their gutters for $159.00.  We sent them a reimbursement check for that amount and have the check # that was sent.  In addition, we have pictures time-stamped from this month and year of the gutters being fully clean.  If any other debris got in the gutters since March 2020, it is not something related to our contract or warranty.  We did not supply and install the gutters.  We installed the roof.  We also brought down and spread some topsoil for where the ground "eroded" beneath the gutters.  Also, we can't come out to remove nails.  Shingles require to be nailed, this is how they are fastened.  The shingles do adhere to each other after some sun and heat of course, but they are still required to be nailed.  

  There is nothing Install America can offer particularly to the customer's request/complaint for the reasons stated above.  We do stand behind the products we contracted for and installed, and will continue to honor those warranties.

  Customer response

  08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  -----------------------------------------------------------------------------------------------------

  Please note the following facts:
  
  . Our gutter has gutter guard installed prior to Install America's replacing the roof.
  . We were forced to contract a third-party gutter service, in 2020, to unclog the gutter, who found roofing debris being sealed under the gutter guard.
  . No roof work was done since 2020.  How can you claim that debris, particularly pieces of shingles, can get themselves into the gutter while the gutter guard is in place between 2020 - 2023?
  . In 2023, a different section of the gutter was blocked.  The third-party gutter service had to open the gutter guard, to find the roofing debris, and unclogged the gutter.  The photos were from the gutter service.
  
  Please attach "pictures time-stamped ... of the gutters being fully clean."
  -----------------------------------------------------------------------------------------------------
  
  Regards,
  
  *************************
  

  Business response

  09/20/2023

  We are not understanding this rejection response, for it states our point.  We installed the roof.  The customer complained about debris left in gutter.  They paid a third party to clean out the gutter, even though we have record of March 2020 our tech cleaning the gutter with pictures.  Regardless of our presence, they still paid a third party to clean the gutter from the roofing debris.  We reimbursed the customer for the amount requested.  We have record of the check number which was mailed to the customer in March 2020.  From there the transaction is over.  We will warranty our roof as we have told them.  However, these are not our gutters, nor would we have any liability to provide a free gutter cleaning maintenance service to them.  I am not sure why they would expect that from us.  They had an issue from shingle debris being in the gutter.  They paid someone to clean it.  They sent us the bill, which we immediately reimbursed the customer.  Any issues with sticks, leaves, shingle granuals, or anything else getting in their gutter from there would have absolutely nothing to do with us.  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They call and text me non-stop even though I said I wasn’t interested. The lady I talked to was very rude and aggressively trying to get me to buy their services. I’ve told them to stop texting and calling me multiple times but they won’t stop.

  Business response

  07/13/2023

  To Whom It May Concern,

  ***************** submitted multiple inquiries for an estimate from Install America.  I have located all of his contacts in our system and removed his contact information.  We apologize to ******************** and guarantee he will receive no further communications from Install America.  

  Best Regards,

  ***********************

  VP Sales & Marketing

  *****************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On March 4th, 2023, *** ***** ******, a sales representative from Install America, who sold us 19 windows for our home. During our meeting, he assured us that we were approved for a payment plan of $197.00 per month with no interest for 18 months. In order to proceed, I signed a release for my credit report to be accessed. Unfortunately, due to technical difficulties with his device, *** ****** was unable to provide us with any paperwork or contracts at the time. He assured us that ******* would send us all the necessary documentation. However, despite my repeated attempts via phone calls and emails to Install America, I didnot received any response or the requested paperwork. On April 11th - 14th, the windows were installed in our home, with the exception of a 50x50 obscure window for our downstairs bathroom. Instead, a clear window was sent, contrary to *** ******'s promise of an obscure window. This discrepancy has yet to be rectified. Further complicating matters, on May 9, 2023, I received a letter from ******* Finance loan number #*******, stating that a payment of $380.00 was due on May 19th. This came as a surprise, as the agreed-upon terms were vastly different from what was stated in the letter. Upon contacting ******* Finance, I discovered that a contract had been signed with my misspelled name and my husband's name, outlining payment terms of $380.17 at 17.99% interest. I must emphasize that I had never seen nor agreed to these terms until **** ****** ***** from the complaint department at ******* Finance sent me the contract. We would have never purchased the windows as we cannot afford such a high payment and interest rate. I have received paperwork on the windows but no communication or documentation from *** ******. Additionally, CEO *********** ******* of CT Install America has yet to respond to my inquiries regarding the fraudulent contract addendum and the promised corrections, as well as the installation of the bathroom window.

  Business response

  06/26/2023

  The obscure glass window was installed on Monday June 19.  ***** ****** had a conversation with *** ***** ****** to review the financing on the order.  *** ****** remembers the finance agreement that they entered into.  

  Customer response

  07/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  *** ***** ****** never spoke to my husband, ***** ******, regarding the changes in the organization financial agreement.

  No paperwork was signed by myself nor my husband regarding the financial agreement with the change in the payment from $197.00  to $380.69 or financing at 17.99% for five years.  Install America never shared financing information with us as the terms were agreed to on the evening of March 6th in our dining room. We did not sign a financial agreement with Install America because that evening, ***** ******, was having system issues and called a "buddy". He also said "*******" would send us the paperwork, which was never emailed nor mailed to us. We trusted his word that the windows payment would be $197.00 with zero interest for 18 months and agreed to install windows because we could afford the payments on our budget. 

  We are also rejecting the response because we did not speak to *** ****** after we left our home on the evening of March 6, 2023. We reached out to him after not receiving any paperwork.  ***** ****** never answered multiple phone calls and a message cannot be left at ###-###-#### because the voicemail box is full. This has been like this for months. When we called ###-###-#### a message can be left, but once again we received no reply.

  The first time a financial agreement was sent to us was when I filed a complaint via ******* Finance. The document link was sent had falsified financial information on regards to our income. The document was also signed with my name spelled incorrectly and my husband ***** never signs documents with his middle initial.  

  I would like to pay the terms of the agreement made on March 6, 2023. I have made two payments already of $197.00 and plan to pay-off the loan prior to the maturity date. 

  Regards,
  
  ****** ************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Install America replaced all of my windows on 9/14/21 for $18,000. Immediately after that, I noticed that three of the windows were installed incorrectly and did not close. Since then, two of the windows were fixed but at this time there is still one window that will not close. I have been in contact with the company and a contractor has been out to my home five times to fix it. They stated that I had to leave cardboard in my window for a few weeks and that then it would work. This was incorrect and it still does not work. They’ve also attempted to re-adjust the window. I’ve contacted them to come out again (for a sixth time) and had an appointment. Now, as of 6/6/23, the company is stating that they cannot find my account and that they have no record of my window install, and that I needed to contact a different office. I attempted to call this office, and was only able to leave a voicemail. Throughout this entire time, I have made many attempts to contact this company, and ultimately receive no call back.

  Business response

  06/19/2023

  We apologize **** ******* has had a difficult time in the operation of some of her casement windows.  She is correct that we have been out on a few occasions to service her windows.  Upon our last visit, we recognized that the one casement window needed a new operator which needed to be ordered.  The part has been on order, and we are waiting to receive.  Once it is received we will contact the customer to schedule a new appointment to get this fully resolved for her.  Again, we apologize if it has been more trying for **** ******** but we do stand behind our warranty and will continue to do so.

  Customer response

  07/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me If and when the window works correctly. 
  
  Regards,
  
  *****************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩