Installs LLC

This responds to the complaint filed by [redacted] concerning the installation of her Premium On Wall TV setup at [redacted] ***Ms [redacted] purchased the Premium On Wall installation at [redacted] Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronicsTypically we enter into written contracts with clients to provide their needs throughout the US Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf In this instance, [redacted] engaged our company to deliver and install (2) televisions The facts are as follows: On 11/20/15, INSTALLS received a scheduled service order dated 12/4/from [redacted] through our automated system This order was assigned to Exquisite Home Theater (Servicer) based on the job type and the customer’s locationINSTALLS did not receive notification of any special instructions related to this installation from [redacted] On 11/21/15: At 2:18pm, Ms [redacted] called INSTALLS to inform that she ordered two TV’s on 11/20/and that they are expected to arrive within seven business days Our call center informed her of the scheduled date of 12/4/8am-12pmMs [redacted] also indicated if the product does not arrive as scheduled, she would notify INSTALLS of the change On 12/4/2015: Exquisite Home Theater (Servicer) contacted INSTALLS at 10:18am EST to report the TV is too large for the location the customer wanted the TV mounted too, and that the home required electrical work to be considered up to codeThe customer informed the servicer that the home would not be inspected and when the servicer refused to perform the work he was asked to leave the site The servicer obliged the customer’s request and contacted INSTALLS to report these details At 10:34am, Ms [redacted] called INSTALLS to report that she asked the servicer to leave her home because he had a negative attitude, wrong crew size, and informed her she purchased the wrong mount Ms [redacted] informed INSTALLS that the outlets were not covered and she would have this issue corrected The order was escalated for tracking and Mrs [redacted] was rescheduled with an alternate Servicer for 12/8/8am-12pm On 12/5/ INSTALLS reviewed with the Field Manager the details associated with this site The fact Ms [redacted] wants the television mounted to an archway and the electrical outlets were uncovered outlets The Field Manager concluded that the site as is was hazardous and a liability risk for installation INSTALLS contacted Ms [redacted] to inform her of these details and during this call Ms [redacted] declined servicesINSTALLS informed Ms [redacted] that she could contact [redacted] for a full refund for the Installation we could not perform On 12/11/ At 6:38pm INSTALLS contacted Ms [redacted] and left a message to discuss the escalation further INSTALLS is willing to discuss what action was taken regarding the Servicers behavior and what we could have done to prevent this situation in the future INSTALLS is also available to assist Ms [redacted] with contacting [redacted] to proceed with her refund request or assist with moving forward with an installation of the televisions if they are to be placed on a standard frame wall with covered electrical outlets Please contact INSTALLS Client Resolution Department at 844-225-at your earliest convenience for further assistanceThank you, Courtney W***Custom Services Manager Installs inc LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

This responds to the rejection filed by [redacted] concerning the installation of her Premium on Wall TV setup at [redacted] Ms [redacted] purchased the Premium on Wall installation at [redacted] The facts are as follows: As stated previously INSTALLS inc never charged [redacted] for installation services [redacted] would have charged any charges in regards to the installation On 12/31/2015, INSTALLS inc contacted [redacted] on the customer’s behalf to assist in the refund of what she claimed was paid to them for our installation services We spoke with someone named Judy at [redacted] who stated that there is not anything in their system and to her understanding once an order is canceled in our system the customer never gets charged This order was canceled on our end on 12/5/and is never showing as being completedOn 1/4/2016, INSTALLS spoke with her and explained that INSTALLS inc never charged her and [redacted] only charges if an order is completed which her order was never completed We would be more than willing to continue to assist [redacted] We would need to know what company her credit card statement is showing charged her for this service Thanks you, Kenya C [redacted] Operations Manager INSTALLS inc, LLC

January 20, Re: Mrs [redacted] Complaint ID#: [redacted] This responds to the complaint filed by Mrs [redacted] * [redacted] concerning the delivery and assembly of her fitness equipment at her home at [redacted] * [redacted] Dr., [redacted] , Kentucky Mrs [redacted] * [redacted] purchased NordicTrack Fitness equipment and the delivery and assembly of that equipment Our primary business is to manage a national network of independent contractors (Techs) who perform delivery, installation, and assemblies of consumer electronic products as well as fitness equipment Typically, we enter into written contracts with clients to provide their needs throughout the U.S Our services are performed by a network of independent contracting installers (Techs) with whom we have contracted to performs services on our behalf In this instance, Estes engaged our company to deliver and assemble the fitness equipment The facts are as follows: On December 23, 2013, we scheduled Mrs [redacted] for January 9, On January 6, 2014, we reached out to Mrs [redacted] to reschedule for January 10, Mrs [redacted] did accept the reschedule date of January 10, 12pm-5pm show time On January 10, at approximately 11:am EST, the Tech called into INSTALLS and stated that he was concerned about not being able to get in contact with Mrs [redacted] for the past week The job was approximately a 4-hour drive round trip At that point, we tried to reach out to Mrs [redacted] and could only leave a message We then received a call from Mrs [redacted] stating that our technician never showed up We apologized and immediately started trying to secure a technician for the job On January 13, 2014, we found a Tech and called Mrs [redacted] to schedule for January 21, We received an email complaint from Mrs [redacted] about the missed appointment We reached out to her immediately and left a message On January 14, 2014, we received the following email from Mrs [redacted] : On Jan 14, 2014, at 4:PM, " [redacted] " < [redacted] @uha-ky.org> wrote: Dear Sir/Madam, I sent an email yesterday complaining about your company’s service Since the email, I found out that my I- Phone has not been working properly For whatever reason, I received twelve voicemails this afternoon and most of them were messages from the last two weeks Among them were several messages from the installer inquiring about delivery of our equipment I must apologize for my “rants” to your customer service representatives I am sure we will be completely satisfied with the install next week Thank You, [redacted] We believe we acted as expeditiously as possible and apologized for Mrs [redacted] being unable to receive our calls and messages due to the issues she had experienced with her cell phone Very Truly Yours, INSTALLS inc By [redacted] Client Resolutions Manager

Re: [redacted] face="Palatino Linotype">Complaint ID # [redacted] This responds to the complaint filed by [redacted] concerning the installation of his Television at [redacted] , WA Mr [redacted] purchased the installation at [redacted] Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronicsTypically we enter into written contracts with clients to provide their needs throughout the US Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf In this instance, [redacted] engaged our company to perform an On Wall Television Installation and SetupThe facts are as follows: On 10/5/15, INSTALLS received an unscheduled service order from [redacted] through our automated systemThis order was assigned to Parkerson Audio Video (Servicer) based on the job type and the customer’s location, and scheduled for 10/9/8am-12pm arrival window On 10/9/15: At 4:07pm Mr [redacted] contacted INSTALLS to inform the following: Cables were not hidden in the wallThat Mrs [redacted] was onsite not him, and he contacted the servicer directly to find out why the cables were not concealed Mr [redacted] advised the servicer told him he would need a licensed electrician to have a outlet installed behind the TV so he could not see the power cord or a power bridge would be needed INSTALLS informed Mr [redacted] that audio video cable concealment is included in the installation purchase but not the power bridge or power cord concealmentINSTALLS agreed to submit the request to have a return visit to conceal the audio video cables On 10/12/2015: At 10:01am EST, INSTALLS created a service call to schedule the return visit to conceal the audio cablesMr [redacted] was scheduled for 10/19/8am-12pm On 10/14/ : Mr [redacted] contacted INSTALLS at 5:11pm to cancel the return visit there was a miscommunication with our field department and the assigned servicer of what was included in the Installation serviceIn addition to that the servicer reported Mrs [redacted] asked the servicer not to drill or cut into the walls On 10/28/2015: At 2:32pm INSTALLS contacted Mr [redacted] and created a new service call and scheduled him for 11/to have the audio cables concealedMr [redacted] understood that the power cord would be exposed INSTALLS has reviewed this concern with the area Field Manager for coaching this servicer on the inclusions of the Scope of Work Thank you, Courtney W [redacted] Custom Services Manager Installs inc LLC

January 3, Revdex.com, Inc(Upstate NY) [redacted] Re: [redacted] Complaint ID #: [redacted] This responds to the complaint filed by [redacted] *** concerning a Basic TV Setup with Delivery to be performed at [redacted] Our primary business is to manage a national network of independent contractors (“servicer”) 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 behalfTypically, we enter into written contracts with clients to provide their needs throughout the U.S In this instance, the member purchased a Basic TV Setup with Delivery directly from [redacted] ClubOn 12/17/2016, our system electronically received the order from [redacted] Club for a Basic TV Setup with DeliveryThe order came in from [redacted] Club scheduled for 12/20/arriving between am and 12noonWhen Installs inc received the order it was automatically assigned to “servicer” [redacted] based on the availability that they have provided to Installs incThe “servicer” notified us that they will not be able to perform the service until 12/22/The order was then taken out of a scheduled statusOn 12/19/2016, Installs inc reached out to alternative servicers to see if one of them could perform the service on 12/20/ Those attempts failed and the customer was contacted to ask if we can reschedule for 12/22/ Mrs [redacted] refused to reschedule due to she had taken the day off of workThe customer service agent at Installs inc opened a high priority escalation to notify the field that this order needed an immediate assignment to a servicer, and customer refused to rescheduleOn 12/20/2016, There are no updates to the order status or any notations by the “servicer” or Installs inc that a call was made to the Mrs [redacted] to confirm that Installs inc was still unable to find a servicer to perform the service that day On 12/21/2016, Mr [redacted] called into installs inc to inquire about an appointment for the serviceThe customer service agent advised him that a call would need to contact the “servicer” to find out that informationAt that point the customer advised that they would like to cancel the orderAt which point the order was placed into a canceled status per the customer’s requestThe [redacted] club manager also called into Installs inc to see if Mr [redacted] could get serviced todayInstalls inc informed the manager that the customer had canceled the orderThe manager placed the rep on hold to reach out to Mr***simultaneously the rep made contact with “servicer” to see if they could perform the service on 12/or 12/The “servicer” stated that they will contact Installs inc back once they return back to the officeInstalls inc reached out to another servicer to see if they can accommodate performing the service before 12/23/The servicer advised that they could not [redacted] called into installs inc and advised that they can perform the service on 12/arriving between 12noon and 5pmInstalls inc placed the order into a scheduled status and spoke with Mr [redacted] advising of the new schedule date and arrival windowHe was also advised at that time that Installs inc will be issuing compensation for the issues he has encountered On 12/22/2016, The “servicer” updated the order that he was in route to the [redacted] residenceOn 12/27/2016, Installs inc reached out to Mr [redacted] to apologize for the inconvenience and confirm that they will receive a good faith gesture for the turn of events surrounding the serviceIn an effort to make this right and to make sure that the experience that [redacted] had with Installs and the brands that we represent through our service programs Installs inc mailed a gift card to [redacted] on 12/28/Installs inc has informed Rewire to update their availability with us to ensure orders do not book to them on days that they are not available, Installs inc also reported the communication failures to the ***s to the proper internal departments to ensure that training and corrective counseling take place so this does not occur again in the future Sincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc

Re: [redacted] ***Complaint ID#: [redacted] This responds to the complaint filed by [redacted] concerning the delivery and installation of a 55-inch television at her residence [redacted] *** Our primary business is to manage a national network of independent contractors (“Techs”) who perform delivery, installation, and assembly of consumer electronic products, appliances, fitness equipment, and home furnishings Typically, we enter into written contracts with clients to provide their needs throughout the U.S Our services are performed by a network of independent contracting installers (“Techs”) with whom we have contracted with to perform services on our behalfIn this instance, [redacted] engaged our company to deliver and install a 55-inch televisionThe facts are as follows: On 9/26/2014, we received an order electronically from [redacted] scheduled for 10/7/8am-12noon The order electronically assigned to our independent contractor [redacted] **C logged into our system and declined the order noting they are not available on 10/7/but would be able to complete the service on 10/6/or 10/8/ The order is scheduled for 10/7/ On 9/27/2014, trying to avoid a reschedule our field manager logged into our system and reassigned the order from [redacted] e [redacted] logged into the system and accepted the order for this date and timeThe order is scheduled for 10/7/ On 10/6/2014, the order dispatched out to [redacted] [redacted] called into our office that night and stated that they will need to push the show time from 8am-12noon to 12noon-4pm We placed the technician on hold and contacted [redacted] to confirm that they would be ok with the show time change Ms [redacted] stated that they are ok with it and requested a 15-20minute call ahead in which the technician agreed too The order is scheduled for 10/7/ On 10/7/2014, we received a call from [redacted] at approximately 3:07pm stating that we will need to reschedule the customer due to the customer needing to leave On 10/8/2014, we received a call from the customer to reschedule for 10/14/8am-12noon [redacted] logged into the system and accepted the orderThe order is rescheduled for 10/14/ On 10/10/2014, we received a call from [redacted] inquiring about the location of the customer’s equipment because was never returned back to the store We contacted [redacted] to inquire and they stated that they delivered the equipment to the customer home on 10/7/2014, and on 10/14/2014, the installation is to be completed The order is still scheduled for 10/14/ On 10/12/2014, we received a call from [redacted] stating that they cannot do the installation on 10/14/but they are available on 10/13/or 10/15/ We called [redacted] and left a voicemail message to confirm if they could reschedule The order is still scheduled for 10/14/ On 10/13/2014, we received a return call from [redacted] stating that she would not be available on 10/13/or 10/15/but can do 10/16/8am-12noon The order is now rescheduled for 10/16/ On 10/14/2014, [redacted] logged into the system and accepted the order Shortly thereafter we received a call from the contractor stating that they can no longer perform the installation on 10/16/they can only perform the install on 10/15/12pm -4pm We called the customer and a left a voicemail to contact us back to discuss Ms [redacted] contacted us back and stated that she can reschedule for 10/15/12noon-4pm, but she wanted to talk to someone about the numerous reschedules [redacted] called into our office, stated that they cannot complete the service on 10/15/due to a doctor’s appointment, and asked us to contact the customer to reschedule for 10/17/ We advised that we will not reschedule the customer again and we will reassign the order to someone if he could not complete the service as scheduled 10/15/ [redacted] agreed to complete the service on 10/15/ The order dispatched out to G’s The order is now rescheduled for 10/15/ On 10/15/2014, [redacted] logged into the system and noted that they attempted to contact the customer and no one answered the phone twice The order is still scheduled for 10/15/ On 10/16/2014, Ms [redacted] called our office inquiring to what time the technician is planning to show up Ms [redacted] *** claims she never rescheduled for 10/15/as she had classes We contacted [redacted] who agreed to roll out to complete the service but later in the evening called us to advise that they will not be able to perform the services A supervisor here at INSTALLS inc spoke with the customer and contacted [redacted] to inquire if they will be able to accommodate the customer and they stated that they are available on 10/3pm-5pm or 10/12noon-4pm We confirmed that 10/18/is ok with the customer and rescheduled the order [redacted] logged into the system and accepted the order The order is now rescheduled for 10/18/ On 10/17/2014, the order dispatched out to [redacted] and service is completed Due to the inability of [redacted] to complete the installation portion of the service on the dates they stated they were available therefore causing multiple reschedules we are willing to send Ms [redacted] a check in the amount of $ The check will be US mailed and should be received within to business days Very Truly Yours, INSTALLS inc

All communication in regards to this service in the future will be between Installs inc and you directlyDue to your service being completed there is no need for further contact between [redacted] and you directly

August 25, Revdex.com, Inc(Upstate NY) [redacted] This responds to the complaint filed by [redacted] concerning a Premium On Wall TV Setup to be performed at [redacted] *** Our primary business is to manage a national network of independent contractors (servicers) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishings Typically, we enter into written contracts with clients to provide their needs throughout the U.S Our services are performed by a network of independent contracting contractors (servicers) with whom we have contracted to perform services on our behalfIn this instance, the member purchased a Premium On Wall TV Setup directly from [redacted] On Monday 8/8/2016, our system electronically received the order from [redacted] and was then scheduled through our customer portal for 8/12/between 8am-12noonIt was automatically assigned to [redacted] (servicer)The servicer logged into the system and accepted the orderOn Thursday 8/11/the order automatically dispatched to a technician that works for the servicerOn Friday 8/12/2016, [redacted] called in to see when the servicer would be arrivingWe reached out to the servicer to acquire an ETA but there was no answer and a message was left along with an email that was also sent to contact the customer with an ETALater the customer called in again and stated that they will not pay for the service and requested to be rescheduled for Monday 8/22/between 8am-12noonInstalls rescheduled the order for 8/22/8am-12noon at which time the order was still assigned to [redacted] ***On Tuesday 8/16/2016, The system automatically declined the order on behalf of servicer due to them never logging into the system to accept the rescheduled orderInstalls made an attempt to contact five alternate servicers over the next two days to see if they could cover the job for the new install date of 8/22/On Friday 8/19/2016, [redacted] called to confirm her appointmentInstalls advised [redacted] that we see that she is still on the schedule for 8/22/and a technician will contact her prior to arrival with an ETAAlso advised her that due to the appointment on 8/12/that we would give her compensation after her installation service has been completedLater that day a different servicer contacted us and stated that they would be able to cover this installation on 8/22/8am-12noonWe reassigned the order to [redacted] The servicer logged into the system and accepted the orderThat night the servicer contacted us and informed that they will only be available between 12noon-5pmWe rejected the order on the servicer’s behalfOn Saturday 8/20/2016, Installs reached out to an alternate servicer to see if they will be able to complete the service on 8/22/Due to no response the order was assigned back to [redacted] and the time frame changed from an AM show time to a PM show timeWe called [redacted] to advise her of the shift from AM to PM and was unable to speak to her so a message was left and an email was sent On Sunday 8/21/2016, The servicer accepted the order and the order was dispatched to themOn Monday 8/22/2016, The servicer updated the order as “In Route” to the customer’s home leading us to believe that the technician was on their way to the residenceLater the servicer called Installs and informed us that they ran into problems on the previous installation and would not be able to complete the installation for [redacted] We rejected the order on behalf of the servicerWe called [redacted] and left a message to inform her of what we had learned and to advise that we will need to reschedule [redacted] called us back and advised that she will not reschedule again [redacted] contacted us to inquire if we were aware of the scheduling is***s surrounding this orderWe advised that we are working to find immediate coverageWhen we contacted [redacted] to update her on our findings she advised that she is canceling the service at this timeWe supplied her with the [redacted] phone number to call to discuss a refund on the service as she did not pay Installs inc directly for the Premium On Wall TV SetupWe placed the order in a canceled per customer request status in our systemOn Tuesday 8/23/we received a Revdex.com complaint notification that [redacted] was disputing a charge of $and wanted her TV installed without being chargedInstalls attempted to contact [redacted] in an effort to make this right we left a message to explain that she was never charged the $by [redacted] because it only charges the card once the order is labeled as complete in our systemWe also wanted to offer to install the TV at no charge [redacted] called Installs back and stated that she does not want anything from usIn a continued effort to make this right and to make sure that the experience that [redacted] had with Installs and the brands that we represent through our service programs we will be informing our field directors about the servicers that we contract with in this area and take the necessary steps to ensure that this does not occur again in the futureIf we can be of any further assistance in this matter, please contact us at [redacted] Monday thru Friday 9am to 5:30pm ESTSincerely, Kenya [redacted] Manager, Claims INSTALLS, Inc

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] My response to the complaint rejection was simple because the lack of communication, the circumstances in which my installation refund was rendered (see attachment) The communication was random and was not given on the company behalf I always contacted them and not until I placed my Revdex.com complaint did the Damage Claim Company remained in contact with me In regards to their settlement agreement my understanding is that they are relinquishing liabilities after they refund me my $which is not acceptable to me As of this email to Revdex.com company, I have not signed the attached agreement because I have not been offered my full refund of the merchandise which I requested from the beginning! The adjustor of the insurance company which I was told was sent by the Damage Claim Company has not offered me a response on the insurance claim, therefore I will not sign any documentation until my claim is settled The Damage Claim company told me I only had to sign the papers yet I have waited for this situation to be resolved for more than days! Settlement rejected and further actions will be taken if I do not receive all of my money back from property damage due to the fault of the Damage Claim Company

October 13, 2014Revdex.com, Inc(Upstate NY)Bryant Woods SouthAmherst, NY 14228Re: [redacted] ***Complaint ID: [redacted] This responds to the complaint filed by [redacted] concerning the setup of a 65" television as well as two subsequent service calls performed in Mr***'s home at [redacted] ***Mr [redacted] purchased the television at [redacted] , and directly purchased installation services from INSTALLS Inc.Our primary business is to manage a national network of independent contractors (techs) who perform delivery, installation, and assemblies of consumer electronic products, fitness equipment, appliances, and home furnishingsTypically, we enter into written contracts with clients to provide their needs throughout the U.SOur services are performed by a network of independent contracting installers (techs) with whom we have contracted to perform services on our behalf.In this instance, the customer directly purchased our installation services to perform a basic setup of a television he purchased from [redacted] The facts are as follows:On August 30, 2014, we electronically received an order from [redacted] to set up a television on a stand for Mr***On August 31st 2014, the order was scheduled for September 3rd On August 31st 2014, we received an electronic update that the order was canceled from [redacted] .On September 3, 2014, Mr [redacted] called us to inquire why his order cancelledAt that time, we explained to him that the order might have been cancelled due to an issue with his credit cardAs we are authorized to do, we processed a payment of $and created an order manually to complete the setup of his televisionWe then contacted a tech [redacted] and [redacted] reported the services to us as being completed that day.On September 4, 2014, Mr [redacted] called us to request a service callThe tech that was dispatched to Mr***'s home on September 3rd was unable to complete all of the installation work because the customer lacked an optical cable for his surround soundIn lieu of connecting an optical cable, the tech demonstrated to Mr [redacted] how to connect the cable once he had purchased itThe customer obtained an audio cable shortly thereafter, but upon installing it himself, he could not get any sound out of his televisionWe subsequently attempted to contact the tech to set up a service call date for the customer, but was unable to reach the tech.On September 5, 2014, Mr [redacted] called us to report that the tech had also left the trash from his installation on site, and that he expected the tech to remove the trash during the service call.On September 9, 2014, the tech that performed the original installation went to Mr***'s home to perform a service call, at no charge to the customerOur Client Resolutions department called Mr [redacted] on September 11, to find out if Mr [redacted] was satisfied with the service callMr [redacted] replied that he was not satisfiedAlthough the tech had removed the packaging materials left behind in the home, and although he had caused the customer's surround sound to work again, the surround sound occasionally emitted a static soundMr [redacted] also complained that the tech had not programmed his universal remote-- something that was not mentioned in his initial request for a service callMr [redacted] then requested a second service call by a different contractor.On September 16, 2014, we spoke to the technician who performed both the setup and the service call to determine whether the customer's ongoing problems were due to a faulty installation, and whether we would need to purchase any additional items to make Mr***'s television work.The tech gave us the following information about the installation:"Mr***'s surround sound had initially failed to work because he had put the optical cable in the wrong outputThe tech corrected that problem, and optimized Mr***'s surround soundBecause Mr [redacted] has a digital surround sound system, there should be no static sound; such noise indicates either that Mr***'s optical cable or surround sound equipment is faulty, or may indicate user error due to a failure to toggle correctly between sound modesThe tech attempted to program Mr***'s universal remote that was issued to him by the [redacted] , but both it and his [redacted] receiver are so out-of-date that they could not be coded to work with Mr***'s new television and surround sound systemMr [redacted] should contact [redacted] for a new receiver before we perform a second service call."On September 17, 2014, we contacted Mr***, informing him that the problems he was experiencing were best resolved by obtaining a new receiver from [redacted] He claimed that all of his problems were caused by what he deemed the tech's refusal to program his remote, and continued to insist that we dispatch a second tech to perform a second service callFortunately, a different contractor [redacted] happened to be in the area that day, and we set up a second service call for later that day-- again, at our own expense, and at no charge to the customer.Finally, on the evening following the second service call, we contacted the tech who performed it to find out the resultsOur second tech informed us that he had made use of a [redacted] IR receiver to enable Mr***'s [redacted] remote to work with his television and surround sound systemUpon completing this work, however, Mr [redacted] produced a second, already programmed universal remote, and proclaimed to the tech: "Now I have two."Although we are satisfied that we have not only provided Mr [redacted] with the basic TV setup that he purchased but have went above and beyond to assist this customer with his problems.We have taken the following actions to help resolve any outstanding issues:Dispatched two different techs on two free service calls, and have determined conclusively that any ongoing problems with the customer's TV are not due to a faulty or incompetent installationWe have suggested other paths to resolution for this customerWe therefore suggested that any further problems the customer experiences be pursued through other means-- for example, by contacting [redacted] about his cable box.As good will gesture and loyalty to our customers, we will be issuing a partial credit to the customer in the form of a check that he should receive within to business days.Best, [redacted] ***Client ResolutionsINSTALLS, Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.The Installs response omits numerous facts:1) I attempted twice, without success, to contact Installs via their customer service telephone number on the evening of June 20, I was placed in a queue both times, and subsequently disconnected both timesI placed a call to [redacted] at [redacted] Club in Easton, PA who offered to contact Installs on my behalfMark was eventually able to get though to Installs He was not able to get through to Installs until after the original delivery window had closed;2) While Installs did contact me to reschedule the delivery, that communication (via email, not telephone) was not sent until 7:PM on the evening of June 20, - more than two hours after the original delivery window had closedI have attached that email;3) The problem with the new television setup was not a problem with the cable box which was functioning perfectly fine before and after the installationThe problem was determined to be an improper factory setup of the television itselfI was able to resolve this by contacting the manufacturer, and with their assistance, corrected the improper TV setup.I will consider this matter resolved when I am in receipt of the $gift card promised to me by InstallsI will notify Revdex.com when that occurs.Regards, [redacted] ***

This responds to the complaint filed by Mr [redacted] concerning the installation of dishwasher at his home at [redacted] Mr [redacted] purchased the dishwasher and installation service from [redacted] *** Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronicsTypically we enter into written contracts with clients to provide their needs throughout the US Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf In this instance, [redacted] engaged our company to install a dishwasherThe facts are as follows: On 6/12/15, we received a pre-booked appointment from [redacted] through our automated system which was scheduled for 6/18/This order was assigned to Any Assembly Required (Servicer) based on the job type, the date and the customer’s locationDue to a scheduling conflict, INSTALLS contacted the customer on 6/17/and confirmed final schedule date of 6/23/ On 6/23/15, dishwasher was installed and [redacted] signed off on paperwork verifying completion without issues On 7/14/15, [redacted] contacted INSTALLS to advise that a dishwasher leak had been reported INSTALLS opened a damage claim and reached out to Mr***, scheduling a return for the following day On 7/15/ Any Assembly Required returned to site to assess leakDiagnosis was as follows: Drain hose was defective Water was dripping from a crack in discharge pump Appliance exchange recommended Any Assembly offered to perform exchange on Friday 7/17/15, but earliest availability of equipment was Saturday 7/18/ [redacted] confirmed they would set up an exchange ticket On 7/16/15, the INSTALLS damage claims department left a message for Mr [redacted] requesting he call to discuss his claim/confirm if any property damage was present On 7/17/15, a second message was left for Mr [redacted] requesting he call to discuss the claim On 7/20/15: INSTALLS damage claims reached [redacted] to discuss claimMrs [redacted] advised that they had engaged a plumber because her husband didn’t believe unit was defective based on his observations of the installationShe noted she had spoken with [redacted] at [redacted] who agreed to pay for the plumber INSTALLS agreed to reach out to the local [redacted] store for clarification The damage claims department contacted the local [redacted] store and spoke with ***, who advised that the customer’s account was incorrectHe said that he suggested an appointment to have a different INSTALLS servicer out to assess the damage [redacted] noted that an uninstall of unit would be required during next visit because customer had purchased a new dishwasher from ***INSTALLS agreed to roll on an uninstall visit, which [redacted] created in the system Mrs [redacted] called in to INSTALLS customer service to request a second INSTALLS site inspection the following day (7/21/15) Customer servicer agreed to notify damage claims so they could call her back to discussINSTALLS damage claims contacted Mrs, [redacted] and scheduled a return appointment for 7/22/with a different service partner ( [redacted] ***) On 7/22/15, [redacted] rolled as scheduled and they diagnosed the cause of leak as an incorrect clamp causing too much tensionThey recommended that a cleaning company be engaged for mold prevention On 7/24/ and 7/27/follow up messages were left for the customer requesting call to discuss resolution On 7/27/15, [redacted] called back and agreed to send in estimates/bills for the cost to repair water damage As of this week, customer is working on obtaining estimates and INSTALLS and customer are in touch regarding the claim INSTALLS has worked/is working to resolve this issue through the following: Performing a troubleshoot within hours of notice that there was a leak Sending a different servicer out for a second opinion within hours of the request for one Working with customer to determine best repair method/resolution for his damages This claim is currently still in progress INSTALLS will continue to work with Mr [redacted] to reach a resolution Thank you, Jackie S [redacted] , Project Manager – Damage Claims Division, Installs inc LLC

This responds to the complaint filed by Ms [redacted] concerning the delivery of a mattress to her home at [redacted] ***, Forest VA Ms [redacted] purchased the mattress delivery from [redacted] *** Our primary business is to manage a national network of independent contractors (Servicers) who perform delivery, installation, and assemblies of appliances, fitness equipment, as well as consumer electronicsTypically we enter into written contracts with clients to provide their needs throughout the US Our services are performed by a network of independent contractors (Servicers) with whom we have contracted to perform services on our behalf In this instance, [redacted] engaged our company to deliver and set up a mattress The facts are as follows: On 5/26/2015, INSTALLS received a pre-booked appointment from [redacted] through our automated system which was scheduled for 6/1/This order was assigned to [redacted] (Servicer) based on the job type, the date and the customer’s locationThe servicer did not accept the work order within our allotted hour time frame, so it was rebooked, giving a final hour deadline to be either accepted or declined On 5/28/15, The order was reassigned to [redacted] as [redacted] had neither accepted nor rejected it 6/1/AM appointment was confirmed and accepted by new servicer On 6/1/Ms [redacted] called to advise INSTALLS that her servicer did not arrive within the scheduled 8am-12pm arrival windowINSTALLS inc made multiple efforts to reach out to servicer to confirm estimated time of arrival, or to attach a different partner who could roll on 6/1, but were not able to confirm alternate coverage due to customer’s remote locationINSTALLS apologized and rescheduled for Thursday 6/12-5pm and that appointment was completed on schedule We tried/are trying to accommodate Ms [redacted] through the following actions: Offering a $ refund of installation feeOffering an additional $customer experience creditCompleting services in full yesterday 6/4Offering an apology for missed appointment The customer has confirmed acceptance of the $total compensation and this claim will be closed as soon as we verify customer’s payment details Thank you, [redacted] Project Manager – Damage Claims Division Installs inc LLC

I find it hard to believe to be an A+ rating I have been trying to get a tv purchased from [redacted] on 11/25/delivered to my home It was rescheduled once on their end stating wouldn't be in my area They called confirmed 12/in the am first then changed to pm Then the game by delivery men they have been at sams and cant find the tv mind you they never went to the store but then did receive text message to cellphone that since they weren't getting paid for the delivery they weren't going to deliver I cant seem to find telephone number for corporate office any where Still waiting for delivery then maybe the manager should make the delivery

Installs inc requested additional information through the lawyers officeThe lawyers office responded with the additional documentation requested on 08/10/I reached out to Installs inc myself on 08/17/via email and have yet to received a response

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

I purchase a mattress 10/25/Midlothian VAand call Installs Inc for delivery,,the date was set for 10/28/between 8:am and 12:pmjust before noonand they attempted to rescheduleI informed them that it was unacceptable as not even a phone call,, they inform the delivery would be made between 3:pm and 6:pmi called back at 6:pm and was informed the truck broke downand attempted again to reschedule this time with a much later date days awaywhat kind of business are these guys running...!!! I informed the again NOafter being on the phone for hour,,,, now 7:pm finally and mgrcalled back making attempts to complete the delivery that never happened the last call from INSTALLS was at 10:pm now it is next day and nothing but hold time and no answersINSTALLS Inc should be ashamed of themselves do yourself a favor and rent a [redacted] truck and bring your items home yourselfthis whole experience is moving me to just have the mattress returned to [redacted] (by the way it was never picked up from [redacted] ***) and get my INSTALL charge refunded as well

December 1, [redacted] [redacted] This responds to the complaint filed by [redacted] concerning an appliances installation to be performed at [redacted] *** 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 [redacted] *** [redacted] contracted with Installs LLC to perform a delivery and installation for [redacted] On 9/30/2017, our system electronically received an order from [redacted] for appliance deliveries and installationsThe order came in from [redacted] already scheduled for 10/21/arrival between pm and 4pmWhen Installs LLC received the order it was automatically assigned to “servicer” [redacted] based on their availability that they have provided to Installs LLC and their locationThe servicer logged into their account and accepted the work order On 10/20/the order dispatched out to the “servicer” On 10/21/at approximately 3:30pm EST [redacted] called Installs LLC to get an ETA on the servicers arrivalInstalls contacted the servicer while [redacted] was on holdInstalls was advised by the servicer that the technician will be reaching out to the customer shortlyInstalls advised [redacted] of this and ended the callAt approximately 4:15pm EST [redacted] called Installs looking for an updated ETAInstalls placed them on hold and called the servicer and they stated they will have the technician contact the customer to give them an ETAInstalls advised [redacted] of this and ended callInstalls opened up an escalation ticket against the servicer for a “no call no show”At approximately 645pm EST [redacted] called Installs and asked if we would remove the doors from the unit so it will fit in the homeInstalls advised them that removing the doors is not included with the services that was purchasedAt approximately 7:00pm EST the servicer updated the order that they were in route to [redacted] as [redacted] released the equipment to themAt 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/ [redacted] called Installs and advised that we need to remove the door as the customer will not be reselecting a new refrigeratorInstalls called the servicer to inquire how much they would charge to remove the doors, and a message was leftInstalls also sent the servicer an email asking the same question and to advise that [redacted] is requesting that we return on 11/between 12noon and 4pmThe servicer responded and stated that the refrigerator will still not fit even if the doors are removedInstalls advised [redacted] of this and she agreed to reselect a different one at that time [redacted] contacted us and stated that they will contact our management to request that we do remove the doorsThey also scheduled the order for 11/10/between 12-The servicer accepted the order in the system On 11/9/the order dispatched to the servicer On 11/10/Installs field manager reassigned the order from [redacted] to an alternate servicer [redacted] [redacted] updated the order to they were in routeThey later updated the order that they contacted [redacted] and someone picked up the phone and started screaming and hung up, tried again and there was no answer On 11/11/someone named Mr [redacted] called and stated that the servicer must have called the wrong number and they want the servicer to come out that dayInstalls called [redacted] and they stated that the [redacted] 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 [redacted] advised Installs to let Mr [redacted] know that they can do the job on 11/13/Mr [redacted] refused 11/and advised it needed to be 11/or 11/Installs advised Mr [redacted] that we can look for an alternate servicer to see if anyone can pick it up 11/or 11/Mr [redacted] asked for a managerInstalls put a team lead on the phone and the team lead advised the same thing and the caller became angry and hung up [redacted] went in and scheduled the order for 11/12-4pm [redacted] went in system and unscheduled the order [redacted] went in system and scheduled it for 11/12-4pm [redacted] 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 [redacted] and on behalf of the brands we represent through our service programs we have attempted contact and we offer our sincerest apologies for any inconveniencesInstalls LLC is also willing to discuss compensation with [redacted] upon their return which we have yet to receiveInstalls 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 [redacted] Manager, Claims Installs LLC