ComplaintsforCT Install America, LLC

• 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

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

• 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. 

*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. ↩