Complaints for Install America in Mohnton, PA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
2	Unanswered

3 complaints against Install America

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1/15/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $10,000.00 Amount Settled: $0.00

Customer Complaint

11/28/2023

They gave us a new roof in 2019 and we were having problems with leaks this year and they came out so and patched it a few months ago even though they gave us a hard time and said that the fault was not with them. The roof leaked again on Tuesday evening while it was raining and they refused to take of it unless we give them $650.00. We told them that we was going to report them to the better business bureau and he said to go ahead he will be ready with his photos. We were told after having the first leak from another roofer that they gave us a Roof that was for a business and not a resident and this is why our roof was leaking. Their excuse is that it was ok to do that but a animal was on our roof and this is why we are having problems. They have bad reviews from.other customers for the same problem and not honoring their warranty. They told us we have a limited warranty and that it doesn't cover our problem. Resolution Sought We are still paying them.monthly and we want to be reimbursed for the money that we put out so far.

Company Response

12/26/2023

We installed a rubber EPDM roof on Ms. Davis' property in April 2018. EPDM roofing is used for flat to low-slope roofs. It is used in residential and commercial applications. There is a variation in the thickness of the rubber for the type of application. Thicker rubber is used in more of a commercial to industrial application. However, even if a more commercial rubber was used (which it was not) it would have nothing to do with any roof or leak issues. It is simply a thicker, and semi-more expensive product. Regardless, we used EPDM roofing rated for residential applications. Upon our last requested vist for a leaking issue, it was discovered that there was substantial abuse (warranty term) on this roof which would be very apparent to any issues they are experiencing. There are claw marks (seemingly from an animal) which protruded and shredded a small section. There is substantial pooling due to dips in the roof. Our scope of work did not include reveling the roof. There are areas of substanital debris built up, including a section where a tree is now growing from this debris. There is a small section where a satellite bracket that has pulled up a section of the roof. The above listed issues are in no way covered under warranty. We have already provided service work, for non-warrantable items, at no charge. We fully stand behind our communication on this matter and the offer to provide service work.

Customer Rebuttal

1/2/2024

Austin from Install America came out on Friday and inspected our roof and admitted that when our roof was done in 2018 the workers fIled to lift the Skylight 6 inches while doing the roof which was the reason why we had the leak in the bedroom. He discovered big hole there. He said that he was going back to the office to talk to Mark the owner so that everyone can be on the same page. He patched the holes and patched where the skylight was and said that it will be good for a few weeks but he is coming back this week to fix what the workers failed to do in 2019. He also said that there is a limited warranty on the roof and moving forward they are not going to continue to come out and patch up the holes. We don't understand why we are paying all this money for a roof that is only 5 years old and we are having all these problems . The leaks started in the bathroom not long after they gave us a new roof and we called them and when they came out they said it was the skylight and did patched it. We had leaks again and called them a few more times and they ignored us. Then in June our bathroom leaked again and they came out and patched it and then our bedroom started leaking in Nov.

10/23/2023

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

9/27/2023

I talked to a Chris Smith from Install America. He lead me to believe I could get a bathroom updated pay off credit cards plus car. They ran two hard inquiries on my credit report. I called service financial. They said both inquiries for September 21 and 22 were canceled. I can not reach anyone on the phone after leaving numerous messages with my phone number. Resolution Sought Return my call, stop the fraudulent sales from Install America

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