ComplaintsforCT Install America, LLC

• 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

  06/06/2023

  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,
  
  *****************************
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had scheduled new shingles to be put on our roof in November 2022. The weather was unseasonably warm at the time so getting a new roof was possible. The workers were delayed twice - at a different job site and then due to inclement weather - so our roofing job was pushed into December. The materials and dumpster had already been delivered but the weather The representative assured us that the roof could still be installed even in cold weather, as long as there was no rain or snow. The workers came in the morning and stayed until after dark for 2 or 3 days. They worked by work lights and phone lights. The weather turned very cold. I praised them for working in the cold weather. However, upon seeing the roof in the daylight, the shingles were not lying flat. I contacted the business and was told to wait until warm days so the shingles would flatten out. My daughter got onto the roof and saw that not only were shingles buckled but the siding on the house had chunks taken out, nails were all over the roof and yard, on one of the peaks there was air under the shingle, a caulking can was left in the gutter, tar was on the gate of our fence, and the whirling air vents on the roof were both screeching. After multiple calls to the company and being assured that the shingles would lie flat, they no longer return my calls. Warm weather came in February but the shingles are not flat. I called a representative for the company and they had me leave a message on a different person's voicemail. She also didn't return our call. It is now May and this still is not resolved. We were assured during our consultation that the roof would be done right the first time since there is a lifetime guarantee and they have an A+ BBB rating.

  Business response

  05/19/2023

  Unfortunately, we do not have any record of attempted communication from this customer since we last spoke to them on 12/1/22 after the roof was completed.  However, we did reach out to the customer from this correspondence to gather more information on the issue/s.  We have an appointment scheduled for 5/25/23 to inspect and address the concerns.  Thank you.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my kitchen cabinets refinished by Install American, it came with a lifetime warranty. The cabinet faces are coming apart and I have called repeatedly to get the issues addressed and they have been non responsive. I have been promised call backs but they have never called back.

  Business response

  05/09/2023

  We do not have record of any semi-recent contact from this customer, but we did reach out to them based off their complaint.  The customer stated they have been "calling on and off for years", but again we have no record for some time.  Our project manager did review the concerns with the customer and scheduled an service appointment for 5/24/23.  We plan to resolve any warrantable issues they may have.  Thank you.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My late husband and I had window replacements, soffit, and a new side garage door and storm door completed in 2006. It is guaranteed work. From 2006, the company was very responsive to any repairs required. In March, part of the aluminum molding holding the soffit in place came loose. It was only secured by two nails. The result is that the soffit is hanging and, with winds, could likely pull three. I have phoned 3 times and sent 2 emails. I have had not responses a month later.

  Business response

  04/21/2023

  We spoke with ***** today, and have an appointment scheduled for Tuesday 4/25 to repair the soffit.  She was not aware of who she was calling or leaving messages for when asked, because we did not have record of these calls.  Either way we have it scheduled to be addressed next week.

  Customer response

  05/18/2023

  I contacted BBB in April, Complaint #********. Previous conversation under that complaint stated I did not have a name for who I spoke to the 2 times I phoned. However, the option I chose was for existing customers and not a new job and no names were provided. I also send my 3rd message by email today. I was told the repair would be completed when I was not here as I was in California and left April 24th. The job was NOT completed on April 25th. The company said that I did not need to be here for that repair. It was NOT repaired. Now 2 months gone by since first contact.

  Business response

  05/19/2023

  We do apologize that we missed the previous scheduled service appointment last month, for that should never happen without the proper communication.  However, we have spoken with the customer and are have a new appointment scheduled for 5/24/23 to inspect, and hopefully address the service request.  Thank you.

  Customer response

  05/22/2023

  [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,
  
  ***** *******
  
  

  Customer response

  06/05/2023

  Regarding complaint ********-***** - this complaint was marked closed as the business stated they were coming out 4/25/2023 to fix the soffit. They did. It com out and xoxo it. You may want to verify with the complainant before you close out the files. All their calls go into voicemail and no one ever phones back.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Finish the Job

  Business response

  06/19/2023

  I am somewhat unsure on what the customer was looking for in the last correspondence.  However, we were out on 5/24 and completed the service.  The customer signed the service ticket and should be fully satisfied.

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10k worth of windows installed 12/2/22 Calls to request damage to our walls and window sills began 12/4/22. We have spoken to or have been given contact information for 10 different people (call centers and managers) and we have made over 30 calls to Install American and ******* ******* trying to get this damage repaired. No one is helping us. We submitted a complaint to ******* ******* 1/25/23 regarding this issue and zero progress has been made despite us having to continue to make payments. The damage to the property is Install Americas responsibility, we don't know what else to do to get it fixed.

  Business response

  04/06/2023

  We are so sorry you have experienced this.  On Monday 4-3-23 we scheduled an appointment for today 4-6-23 to take care of the problems.  Please let us know if you need anything else. 

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased 3 windows for our home for $3,155. The first meeting with the sales consultant was over an hour long and was largely a waste of time. The sales consultant was extremely salesy and tried to use as many high-pressure sales tactics as possible. He tried to push us to sign that day and give a deposit by offering “the best price” and some “secret” neighborhood discount (all this was false as we got a better price when they sent a sales manager out the next week). The sales consultant talked poorly on other companies’ products and referred to them as “**** Cheapo”, “*** in a Van” and “***** in a Truck” which was very unnecessary. The sales consultant and company promote their relationship with **** ************ and says that if Install America were to ever go out of business, **** ************ would pick up the windows warranty. This was a key factor in our decision to go with the company and I’ve tried over the phone and via email to get proof of this claim and no one has been able to provide support. This claim was a lie. During the entire sales process we were told our windows would be covered by a product warranty (the windows) which is standard and a labor warranty (the windows were installed correctly) which is less common. When we finally got the warranty paperwork, I read through the papers and only saw labor coverage for 1 year versus the lifetime warranty we were sold. We were never provided with a lifetime labor warranty for our windows. This claim was a lie. Overall, this was a terrible experience, and I will never do business with this company again. There are far too many people involved in the process. Pushy salespeople who you don’t want to interact with. Terrible customer service and false and deceptive claims to get you to buy their average products.

  Business response

  03/20/2023

  Good Morning, 

  This email is in response to complaint #******** *********.  Install America did enter into a contract on 11/21/2022 to purchase 3 windows.  All of our windows come with a Lifetime material and labor warranty.  The one year labor warranty is offered from the manufacture (**********************) to all contactors.  Install America extends the manufacturers warranty and labor warranty to lifetime on any windows we install.  The **** ************ warranty offers a 2 year warranty if Install America goes out of business.  We did not find the excessive cost to **** ************ worth keeping this extra (although minimal) warranty.  We have spoken to ********************** numerous times, explaining this to no avail.  His last response to us was that he will place bad reviews on all of the review sites unless we gave him a **** ************ warranty, which we can not supply.  ********************** has a lifetime labor and material warranty on his windows.

  Best Regards,

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

  VP Sales & Marketing

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

  Customer response

  04/06/2023

  [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:

  A lifetime labor warranty was never provided by Install America when the windows were installed. I only got verbal and eventually an email stating this warranty was a lower-level employee. I do not believe this would be sufficient in the court of law or standard business practice. After my repeated attempts to get a written warranty from Install America, my last email from ********** on 3/15/2023 (Install America employee), he is ..still working on this!. this is a real labor warranty since they apparently never provide correct or appropriate written documentation of a lifetime labor warranty that they say when selling the product.

  I contacted **** ************ and they said Install America has never had the **** ************ seal. See attached email directly from **. In addition, you just admitted to using the **** ************ name during your sales pitches which is a lie and false advertising.  

  Bad reviews are earned and deserve to be shared with the public so they can make informed decisions. Congratulations on being either the most incompetent or dishonest company I've ever had the displeasure to interact with and earning my first ever bad review online. I want the warranties that come with the products I purchased and was sold. As of now 2 of the 3 warranties have not been provided: lifetime labor warranty and **** ************. You can provide what you sold, or you can refund me money for not delivering what was promised.
  
  Regards,
  
  *****************************

  Business response

  04/07/2023

  Install America has resent our Lifetime Window warranty and Lifetime Labor warranty to ***********************  These two warranties cover Material, labor and glass breakage for the initial purchaser and the next homeowner.  

  ********************** is correct, Install America does not, nor have ever been a member of **** ************.  This was a designation held by the manufacturer ********************** until last year.  The manufacturer deemed it was

  not beneficial to maintain the designation as it was not beneficial to our customers.  Our Lifetime warranty far exceeds any warranty or guarantee provided by having the **** ************ Seal.  ********************** received what he

  purchased and Install America will service his windows under our warranty.

  Best Regards,

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

  VP Sales & Marketing

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

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Install America came here to give us a quote for roof on ****** house . After talking to her son **** . She decided she was gonna approve loan . She made it clear she couldn't pay know higher then 200.00 a month. she lost her husband and lives on fixed income. His employer approved *****.!! Never thought they were scamming us ! The Guy from Roofing company was using a I pod and had her sign it. When me or her son ask for paperwork they kept forgetting to send it!!! Then finally install America drops materials half in my driveway and have on road .Then 2 months later they finally showed up and got roof completed. . Payment would now be 90 days Later So now couple weeks later . He sent his helper to tell us after all this time the bank decided to back loan out now because I made a late payment on a card . ( which I'm still not sure about) So INSTALL AMERICA comes back again and now he tells me bank won't do loan now !! He gonna put lien on her house if we don't come up with 2500.00 now !! We would of never gave them permission to do roof ! Please STOP PLEASE! Don't let this company get u or your love ones !!! Please share !! Ripping 80 Year old Lady off what it seems like they are doing !!!!!! Stay away from this company

  Business response

  03/08/2023

  
  On August 23, 2023, ********************* signed a contact with Install America for a Roofing Project. The cost of the project was $25,177.00. Install America agreed to assist ************** with financing the project at $265.00 per month. Install America was successful in locating funding for the project, however, the bank needed a current drives license and proof of income from **************. Install America completed the job on about November 23, 2022, and submitted the job for funding. Between the time the bank approved funding, and completion of the job, ************** had opened several new credit accounts, failed to pay on those accounts and her credit score plummeted. Furthermore, ************** refused to provide proof of income. Ultimately the bank declined to fund the loan. As of March 7, 2023, ************** has paid zero toward her outstanding balance of $25,177.00 and Install America has been forced to place a Mechanics Lien on the property. There was never any issues raised regarding the quality of workmanship, or placement of the materials prior to installation, until Install America was unable to secure a loan of **************, and tried to obtain payment. Despite being unable to obtain bank financing, Install America offered to begin accepting payments of $250.00 per month. Although **************, through her daughter-in-law ************ ***************,agreed to begin making those payments, no payments have been received. See attached text messages. It is unclear how ************* ******************* feels that her mother-in-law has been ripped off when they received a $25,177.00 Roof and paid zero for it. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Windows not right size were not equipped to do the job .didn't finish job customer service were very rude no communication. Different ppl everything they came out. One said we are going to order new windows bc not right size. Then when they came they just did a touch up so they didnt have to order new ones . Like fill in the gaps terrible company all around .

  Business response

  02/24/2023

  We completed the service work for **************** on 2/14/23.  We spoke with him on this day, in which he confirmed he was pleased and satisfied with the final work.  We appreciate his patience, and are glad it is complete for him.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am very disappointed with the lack of service I have received from Install America. I feel my correspondence and telephone calls have been completely ignored. On July 28, 2022; I entered into a contract with Install America for replacement siding and windows along with eve vents in the amount of $20,500.00, with a down payment in the amount of $6833.00. As of today, January 20, 2022, no work has begun on my project. At the time I signed the contract back in July, I was told by the Install America representative that the start date on the project should be approximately 6 weeks and should take about 2 weeks to finish. After about 2 months, I started inquiring as to the anticipated start date. Since that time, I have received excuses as to the reason for the delays.( I.e.) the siding was delivered to a wrong address, etc.) Since before December last year,I have attempted to contact the project manager in Install Americas, ******** ** office without success. She has refused to return my telephone calls or messages I have left in her voicemail. I expected a better relationship with Install America, especially after some 6 months awaiting some results on the start of my project. All I ask for at this point is that my contract be voided and my deposit refunded to me, or that work on my project commences promptly and is satisfactory completed by March 2023.Sincerely, ************************* ******************** ********************************************************************************* **********

  Business response

  01/26/2023

  Thank you for bringing this to our attention.  We apologize for any inconvenience or frustration caused by this problem. We are reaching out to the customer with information on when the product will be delivered and estimated time frame for when the work will be complete.  We will continue to keep the customer up-to-date on his project until the job is complete.  We truly appreciate your business.

  Customer response

  02/14/2023

  [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: Although I have received a text from CT Install America, the fact remains that I still have not received any information that the materials have been shipped nor any information as to a projected start date.  I am still very disappointed the lack of proper response fromCT Install America 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business response

  03/27/2023

  The material has been delivered to the customer's home as of March 14, 2023. The customer has requested to cancel the contract.   We would be glad to install, just need a day that will work for the customer.  Please see attached pictures of the material located at the customer's home.  

*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. ↩