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American Dream Home Improvement

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Phone: (630) 353-1900 Fax: (630) 353-1906 View Additional Phone Numbers 3040 Finley Rd Ste 200, Downers Grove, IL 60515 View Additional Email Addresses http://www.americandreamhomeimprovement.com View Additional Web Addresses


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for American Dream Home Improvement include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints
  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 216 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

216 complaints closed with BBB in last 3 years | 95 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 33
Billing/Collection Issues 46
Delivery Issues 24
Guarantee/Warranty Issues 4
Problems with Product/Service 109
Total Closed Complaints 216

Additional Complaint Information

A recent review of BBB complaints has delineated a pattern of consumer allegations against American Dream Home Improvement.

In their complaints, consumers allege that:

- American Dream Home Improvement damaged consumer’s property through faulty construction.

- They further claim that the company performed substandard work on roof installations.

- Lastly, they state that American Dream Home Improvement did not honor estimate or quote given to them by one of their representatives.

On June 3, 2016, American Dream Home Improvement informed the BBB of the following procedures they have in place to assist consumers with these concerns:

The company claims that current marketing materials and sales techniques will be re-reviewed and necessary changes will be made. They further state that their Production Management team will review all complaints related to faulty construction allegations and identifiable patterns will be addressed with crew members and disciplinary actions, including termination, may occur. They also claim to maintain an industry leading warranty.

Further information provided by the company includes that American Dream Home Improvement's work is inspected by village officials, building permits on all jobs are pulled, and they only use licensed and insured contractors. Lastly, they claim that in order to close out permits, the villages have to perform final inspections of their work in order to comply with all village, state, and national installation regulations and ordinances.

Regarding the last allegation, American Dream Home Improvement claims that their Sales Management team will receive and review complaints and conduct immediate re-training to all employees identified by name. They further state that every employee will be sent a memo to reiterate American Dream Home Improvement’s Values and Mission statement. Lastly, the company claims that employees will be instructed to abide by said rules when communicating with their customers or face disciplinary actions including write ups and possible termination.

Per a September 8, 2016 review of newly closed complaints, the BBB found that although American Dream Home Improvement provided procedures detailing how they intended to address consumer concerns, the pattern of consumer allegations has continued. At this time the BBB has found that American Dream Home Improvement failed to alleviate the pattern of complaints and will continue to monitor complaints against the business.

Customer Reviews Summary Read customer reviews

52 Customer Reviews on American Dream Home Improvement
Customer Experience Total Customer Reviews
Positive Experience 21
Neutral Experience 1
Negative Experience 30
Total Customer Reviews 52

Additional Information

BBB file opened: March 13, 2006 Business started: 07/01/2000 Business started locally: 07/01/2000 Business incorporated 03/06/2009 in IL
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Illinois Department of Financial and Professional Regulation
100 W. Randolph, 9th Fl, Chicago IL 60601
http://www.idfpr.com
Phone Number: (312) 814-4500

Type of Entity

Corporation

Business Management
Mr. Michael Gray, Owner/President Cathie Gray, Director of Customer Relations Ryan Kunnemann, Vice President Daniel Mesch, Director of Operations
Contact Information
Customer Contact: Cathie Gray, Director of Customer Relations
Principal: Mr. Michael Gray, Owner/President
Business Category

Contractors - General Contractors - Gutters Home Improvements Roofing Contractors Siding Contractors Construction & Remodeling Services Water Damage Restoration New Single-Family Housing Construction (except For-Sale Builders) (NAICS: 236115)


Customer Review Rating plus BBB Rating Summary

American Dream Home Improvement has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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    3040 Finley Rd Ste 200

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/29/2016 Problems with Product/Service
9/26/2016 Billing/Collection Issues | Complaint Details Unavailable
9/26/2016 Problems with Product/Service | Complaint Details Unavailable
9/26/2016 Advertising/Sales Issues
9/22/2016 Problems with Product/Service | Complaint Details Unavailable
9/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In May 2016, ******* ***** came to our house saying that he noticed some hail damage to our roof, siding and windows. He coerced my husband and I into getting American Dream Home Improvement in doing the entire job and had my husband to sign a contract that says that American Dream Home Improvement will accept the price agreed by our insurance company and we would be only responsible for the deductible of $500 - $100 for putting sign in yard. We agreed. The crew came out and replaced our roof while we were gone on vacation rather than wait until a time we would be home. Our insurance sent out a summary that stating that they would pay $5734 for the entire project. There was a $1200 nonrecoverable depreciation fee in the whole project. We talked to ******* who called someone and said that he had good news they would still be able to do everything for the agreed price set by my insurance. ******* got a piece of the siding to send for an itel report saying that ** has a match law and that our insurance would have to pay to replace siding for entire house if they could not match my siding. He did say that the report would take a few months to get back. In the meantime they completed my roof. I received a check from the insurance company for $5656. but I did not send them money for 2 reasons. 1. The roof was complete but they left 2-3 inch gap on each end of the back of my house that needed to be fixed. 2. The entire project is not complete. , I have received an invoice for just the roof for $6300. I spoke to ****** ******** She was rude and talked down to me. She stated the file with the summary was corrupt. I had to resend it to her. She informed me that they were only doing the roof. and I would need to use the other check that insurance company had already "dished" out to me. I tried to explain that the amount the insurance company paid for roof and gutters was $3398. I did not get gutters so use that for the deductible. The non recoverable deprecieation was $754.

Desired Settlement: I have sent $78.57 and another check for $3320.07 to total of 3398.64. I will agree to pay the nonrecoverable depreciation of $754. for a total of $4152.64 and consider the roof complete.

Business Response:

Our Customer Service Supervisor Heather Hoak has been in contact with Mrs. **** regarding her concerns with the billing discrepancy and has since been able to resolve the matter as of today, September 13th, 2016. We would like to apologize to Mr. and Mrs. **** about the billing process as there was a clerical error, however we feel that this matter could have been resolved with a call to our Management in or Corporate office.

The final invoice total for the work completed was $5,128.51 including an accommodation and we have confirmed a payment of $78.57 has been applied. At this time, we are waiting to receive the payment of $3320.07 and the final payment of $1,729.87 to consider the account closed.  Ms. **** reports she will submit the final payment once she receives the updated invoice from our Billing Department. We ask if Ms. **** has any further questions or concerns, to contact ******* **** ************ *** ***, otherwise we consider this complaint closed to Mrs. ****** satisfaction. 

Consumer Response:
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.

Sincerely,

******* ****

9/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: one of the field representative from ADHI had a roof inspection after a huge hailstorm.He asked me to sign a paper saying it was my consent to allow him to talk to insurance.Never said that it was an agreement or contract and it did not have any price mentioned in it.I did not have my reading glasses and asked him what it was.He never gave me a copy of it.It was on 8/16/16.After two weeks i got a call from ADHI saying that the material will be delivered and i have to keep the check ready and also my deductible amount.I did not have a price estimate or any discussion or contract.When i called the field representative he said he forgot to give the copy of the agreement and i have to do the work with them or i have to pay 15% of the cost for cancellation as mentioned on the reverse side of the agreement.How will i know what is on the reverse side when he didn't even give me the copy and never mentioned that i am signing an agreement with them.He accepted that it was his mistake for not giving me the copy of it.I have his emails as proof.Now after 2 weeks coming and giving me the paper and asks me to pick a color.I am not satisfied with their conditions and they are not giving me a fixed price of what they will charge.They will charge too much which the insurance will not accept and i have to pay.So i want to cancel my contract,which i never knew and not given a copy of it.I missed the cancellation deadline because of their mistake and now they want me to pay fine for cancelling.It is cheating and i don't want to do this with them.My insurance allows me to do with anyone who I prefer.So i want to go with a cheaper price that is covered by my insurance.Please help me cancel this contract without penalty.I wrote to them 4 times but never got a reply.When i called the customer service they were very rude saying pay the fine or do the work with us .Still not giving me a fixed price of what they will charge and saying that they will give it only after the work is completed.

Desired Settlement: I want to cancel the contract without any penalty since i was not given a copy of the contract.I was not aware of the conditions stated on the back page.I would have cancelled it immediately if i had the copy with me.The price was not quoted when i signed and was told that it was only a consent to talk to the insurance and not any agreement.I want to cancel this contract since I am not happy with their conditions and service reviews.They did not give me the copy to cancel the contract before the deadline and it was their mistake.They do not give the fixed price for their work and i don't want to take risk in that.Please help me cancel this contract without any penalty.

Business Response:

Our office would like to apologize to Ms. ************ regarding the misunderstanding of filing a claim. Ms. ************ did sign a contract with American Dream Home Improvement on 8/16/16, although the insurance company did agree for a complete roof replacement, Ms. ************ has chosen not to complete the roof.

 As of today, Ms. ************ is no longer considered a customer of American Dream Home Improvement, but hope they will reconsider for future business. We regret that Ms. ****** escalated the complaint to the Better Business Bureau and feel this could have been resolved with our upper management. Our company will void the cancellation fee. We ask that the Better Business Bureau takes down the review since Ms. ************ is not a customer. If the Better Business Bureau has any further questions, please contact ******* **** ************ *** ***.

Consumer Response:
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.

Sincerely,

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

9/9/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: ADHI changed my roof just a little over a year ago and I now have a roof leak. I've called and left messages several times in past couple of weeks and no one returns my call regarding issue. They claim to reply within 48 hrs.

Desired Settlement: I need my roof repaired so that I no longer have any leaks from it.

Business Response:

Our Project Manager ***** reports the service was completed at the property on September 1st, 2016 and signed off by Mr. **** as completed and satisfied with the outcome. During our service repair, two areas where addressed, the boot and a section around the chimney.

We have spoken to Mr. **** today, September 8, 2016, and Mr. **** currently reports no leak has occurred since the service. We would like to apologize to Mr. **** about the lack of commutation from our and feel a request to our Management could have avoided a filed complaint. We ask if Mr. **** has any further questions or concerns to contact ******* **** ************ Ext *** or Customer Service ************ Option. At this time, we consider this complaint closed. 

Consumer Response: if they had responded to messages left instead ignoring them for weeks I wouldn't have had to file a complaint.   Repairs were made but don't know yet if it is effective.  Will have to wait for next hard rain to see if it still leaks. 
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.

Sincerely,

***** ****

9/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have found a hidden defect in workmanship when we tried to get our gutters cleaned out due to overflow from the heavy rains. This company put on a new roof and apparently glued the gutter guards to the shingles instead of slipping them under the shingles as they were previously and should have been placed under the shinges after installing the new roof. Upon having a company come out to clean the gutters, they could not get the gutter guards off due to them being glued to the shingles. We were told that to get new gutters and get the gutter guards off, the first row of shingles would be destroyed. American Dream Home will not respond to any of our requests regarding this on what can be done to correct this problem.

Desired Settlement: We would like American Dream Home Improvement to come out, remove the gutter guards from the gutters, unglue them from the shingles, replace and install any damage shingles during this process and then properly replace the gutter guards on the existing gutters.

Business Response:

Our office is in communication with Mr. and Mrs. ****** regarding their reported concerns. We have a scheduled appointment with our Project Manager to meet with Mr. ****** either today 9/8/16 or 9/9/16 to investigate the reports of the workmanship with the gutter guards from our roof installation completed on 9/19/2014. We ask Mr. and Mrs. ****** to keep the line of communication open to with our Customer Service Representative ******* *******, ************ *** *** or Customer Service Supervisor Heather ****, ###-###-#### Ext *** if any further questions or concerns between the inspection process comes up. 

Consumer Response:
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.

Sincerely,

***** ******

9/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They were supposed to take and put on a roof which they did and put on some siding that was damaged by the wind which they did deciding that they put on was totally a different color and they also put a hole in another piece of siding I would like to have that fixed they ask for pictures so I sent them registered mail they said they didn't get them but I have the receipt that it was signed for they asked me to send some more pictures which I emailed them then this gentleman said he did not receive them and he wants his money my insurance company says do not pay them until it's fixed but he is being being very demanding and rude I would like nothing better then to have this fixed that's all I'm asking and then I'd be happy to pay him

Desired Settlement: I would like the siding replaced with the right color and fix the hole in the siding

Business Response:

Our office has been in communication with Ms. ******* regarding her complaint and has since resolved her concerns with any confusion Ms. ******* had. We would like to apologize to Ms. ******* if there had been any confusion with the explanation of the process of filing a claim as it states in Ms. *******’s signed contract dated May 31st, 2016, American Dream Home Improvement contracts all approvals based off of the sole discretion of the insurance company. The damages reported by Ms. ******* were not damages caused by our workmanship, but pre-existing and a partial approval listed in Ms. *******’s insurance estimate. Pictures can be proved upon the Better Business Bureau’s request. The insurance company did not fully approve of the replacement of the fasica or the siding therefore, Ms. ******* can have the repairs completed from another contractor.

We regret to hear Ms. *******’s insurance company did not approve a complete replacement for the items listed on the estimate and feel it could have been resolved with a call to our Management in our Corporate office. At this time Ms. ******* has a balance due of $1,443.29 and request the final payment to be submitted no later than September 15th, 2016 in order to close her account in a timely matter. We ask if Ms. ******* has any further questions or concerns to contact our Customer Service Department at ************ Option 2. 

9/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a representative from ADHI come and stop by our house and ask to do a free estimate to look for hail damage. After the representative ***** did the FREE inspection, he asked my wife (because I wasn't home) if we would contact our insurance company to come out and do an inspection of their own. My wife agreed and we set up the appointment. After the insurance adjuster was finished with his inspection, he let us know the company would notify us and let us know whether or not we were approved. *** had my wife sign a form that he explained was just an overview of his inspection. A few days past and our insurance called with it's approval. I contacted *** and he said his supervisor **** would talk to me about what to do next. A few days past before **** called and when he did he didn't even know our situation or what our claim was. The whole situation was starting to raise some red flags so my wife and I dug deeper into the company. After finding out that they have done some very unprofessional things to some families in our area we decided we wanted to back out. I contacted *** and ADHI's main office several times to confirm that we did not want to pursue the work. Both confirmed that they cancel the work. Today, another individual from ADHI, eithe* **** or **** called and bullied me on the phone for 20 mins. He said that I was taking food from his employees mouths and that he doesn't get paid hourly like I do. He took stabs at me and my family and yelled at me for my choice in backing out. He claims that my wife signed a contract with ***. This is the same paperwork that *** said was an overview of the inspection, but it had multiple lines of fine print on the back that was never explained to my wife. Now this employee wants 15% of something, I'm not sure what because they never even gave us a price, and is threatening to make me pay if I don't go with ADHI. The company has been very rude to us since we did the FREE inspection and we just want out.

Desired Settlement: I do not want to pay a company any money that did zero work for me other than a FREE inspection. I don't want to have to deal with the company or with their employees calling and harassing me because I want to avoid possible disaster in the future with this company. I don't want to be billed for a job that was never done and no supplies was ever ordered or delivered. I don't want to take the next step with this company and move to legal action. This man, **** ** **** claims that his employees have worked countless hours for me when all they did was do a FREE inspection and then talk with my insurance adjuster. I do not want to pay for the advertised "free inspection." I want confirmation that this situation is done and I will not have to worry about supplies being delivered randomly or charges being made to my account. Thank you.

Business Response: We appreciate Mr. ******** taking the time to provide his feedback and will use this information to uptrain our sales team. While we understand Mr. ********'s concerns, we'd like to explain that the negative reviews he may have read online are just a small percentage of homeowners our company has interacted with. ADHI replaces over 9,000 roofs a year and we have tens of thousands of satisfied customers! In the event Mr. ******** would like to review a list of references from any of our 14 offices, we will happily pass this information onto him. In the meantime, his estimate has been cancelled and will not be charged any fees. ADHI will desist all communication with Mr. ******** and his family, however should he have any questions he may contact ****** ***** Director of Customer Relations at ************ *** **** 

9/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sustained hail damage to my home. I contacted this company about getting a bid on completing the work needed for my home. I provided contact information for my insurance company and the claim number so they could discuss reimbursement to compile an accurate bid. The bid was never completed and no agreement was made. I have never met anyone from their company and chose not to use them after reading reviews online. I contacted them immediately and explained they would not be doing the work on my home. A week later I received an automated call notifying the materials would be dropped off at my home. I contacted their office directly and was assured by their staff they had a signed work order or else materials never would have been ordered. I explained that was completely impossible as I have never met anyone from their company face to face nor have I exchanged any documentation. I explain further once again they would not be completing the work on my home and that they are not permitted on my property and should not be delivering anything. Today on August 22nd I arrived at my home to find my entire driveway blocked with materials. The materials that were delivered match the materials of my home however these are not materials even mentioned in my insurance companies assessment or the assessment of multiple other reputable companies. Not only have they caused A disruption to my life, but they have also shown intent to defraud the insurance company.

Desired Settlement: I would like the company to contact me and schedule a time to have the materials removed from my property. My property is noted with no trespassing signs clearly identifying they are not to enter. I would also like them to provide me copies of any documents they believed to have my signature on them.

Business Response:

We regret to hear Mr. ******* feels she was pressured by our Sales Representative into working with our company. As it stands, Ms. *******’s agreement has been voided and the 15% cancellation fee has been waived. Our office and Representatives have ceased all contact and material will be picked up as soon as possible. If the Better Business Bureau has any further questions or concerns, please contact ************ *** *** otherwise we consider this complaint closed. 

8/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After storms in 2016 there was hail damage to the roof of my mother's home and damage to her siding. An insurance claim was filed and American dream was the recommended contractor by Allstate Insurance. American Dream showed up and has not to this date August 3rd 2016 completed the work they were contracted to do. Several calls have been made to American dream with no resolution instead they have decided to attack my elderly mother who is the age of 83 threatening to take her to court for non-payment of services. My Mother, **** and **********, ***** have tried to explain that when the repairs are complete they will get the remaining balance paid in full. They still continue to harass her and not complete the repairs. Your help is greatly appreciated and helping us to resolve the issues we have with American Dream Home Improvement Company if you would like to speak with my mother or sister they both can be reached at: ***** ******** Thank you, **** ******** (******* youngest daughter)

Desired Settlement: My mother would like her final outcome to be a completed quality repair to her homes roof and siding

Business Response:

American Dream Home Improvement has been in contact with ***** *******, daughter of Ms. ******* who as indicated to be the power of attorney regarding her concerns with the work performed. We do apologize to Ms. ******* if she felt she had to escalate her concerns to the Better Business Bureau in order to resolve her issues. At this time, we are still continuing to work with ***** ******* regarding the workmanship issues and balance on her mother’s account. We ask ***** ******* to continue to keep the lines of communication open regarding her concerns to be addressed in a timely matter with our Customer Service Supervisor ******* **** ************ *** ****

8/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had new roofing, siding and gutters installed by American Dream Home Improvement in the fall of 2015. For the past 2 months I have been calling and leaving messages for them to come and repair the roof, shingles keep flying off my roof onto the yard. I've even contacted the sales person directly and he also ignored my messages.

Desired Settlement: I want ADHI to send a competent, licensed roofing professionals to fix the roof issue they have caused by the end of this month.

Business Response:

Our records indicate Ms. ********* had a roof replacement that took place back on September 2nd, 2014. As stated by Ms. *********’s in her complaint, the work was not completed in the fall of 2015 but the Fall of 2014. Although our office has explained to Ms. ********* that her warranty specifically states that defects caused by intentional misuse, negligent care or an Act of God are not covered under her warranty, our office was still willing to investigate the reported blown off shingles until our Service Manager **** ******* spoke to Ms. ********* on a recorded line on 8/18/16, and she stated that she was unsure if the shingles on the ground were from her roof or her neighbors. We explained to Ms. ********* that we are willing to go out and investigate the reported issues once Mrs. ********* can provide photos that in fact the blown off shingles are from our company’s roof replacement and not debris from a neighbor’s roof. We have since emailed Ms. ********* a copy of the warranty for her review and have requested her to provide photos, but we have not heard from her by phone or email.

We ask if Ms. ********* has any further questions or concerns to contact ******* **** ************ **** *** or **** ******* at ************ *** **** otherwise our company considers this complaint closed. 

8/26/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A sales rep (****** *****) from American Dream came to our door on 05-10-16 and wanted to evaluated our roof for any storm damage. I explained we were selling our house but if the insurance company would approve it and we would have nothing out of our pocket we would have the roof looked at. We called the insurance company while the sales rep was there and set up an appointment with American Dream and our ins. company to come out to evaluate the roof. Our ins company evaluated and said we did have damage but we had a 10k deductible. At that time my wife told the ins company and American dream sales rep ****** ******** that we did not want to move forward because of the deductible. We received a letter from our insurance co. that the claim was canceled on 05-26-16. My wife received a voice message that ****** was canceling the claim also on 5-23-16. We come home from work on 6-2-16 and we have a new roof. We never agreed, signed a contract, picked out a color (which we DO NOT like) or discussed a price. They left marks on the driveway that we just had power washed (have pictures). We contacted ****** and he couldn't believe it but did say that the company was very unorganized and that he wasn't surprised. He felt bad and wanted to make sure we knew that it wasn't his fault. He sent a screen shot of their company's Build fly program showing that he canceled the job on 5-26-2016 8:37:07 A.M. Tried calling the sales manager many times and never a call back. Finally got a hold of someone in corporate and she told us she would have someone contact us but never received a call. Mean while we have received a bill for $13,459.75. This is our last attempt to get a response from American Dream before we seek legal action

Desired Settlement: Not responsible financially as we didn't not agree to the work being done

Business Response:

American Dream Home Improvement and Mr* ***** have spoken in regards to his complaint and have since came to reasonable resolution given the unforeseen circumstances that occurred at the premises and has since resolved the complaint at a satisfactory level per Mr. *****. We would like to apologize to Mr* ***** if there was any lack of communication and will take this opportunity as learning experience in order to continue to grow our company. Our office has since provided documentation to Mr* ***** by email on 8/18/16 in exchange for payment to close his account. We ask if Mr* ***** has any further questions or concerns to contact our office at ************ ****** * ** ******* **** ************ *** ***. 

8/26/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Salesman stated was only responsible for my deductible with my insurance company. Asked about if estimate is higher than what insurance will pay was told by agent and given a sheet that says (no need to worry, this is very common. Our office will work with your insurance company to come to a price agreement). Materials also arrived unexpected an unnotified work on roof began before I was shown an estimate of cost and work had been started before insurance company ever have a reply on how much they would cover. Recieve calls 3 to 4 times a week wanting to resolve account. Have had no human contact or representation from company after insurance check and check for deductible was handed over.

Desired Settlement: Attempt to resolve payment issues from insurance company.salesman more honest, have gotten a estimate of companies cost before materials were delivered and work started

Business Response:

American Dream Home Improvement has been in contact with Mr. ******** regarding his concerns with his invoice and have since resolved this matter that was due to lack of coverage from his insurance policy.  Our records indicate that Mr. ******** was under the assumption his insurance was covering the additional layer of shingles removed and the sheathing replacement, however the type of policy Mr. ******** has, he is responsible for any additional expenses made with the contractor for the filed claim.

Mr. ********** insurance adjuster has spoken with Mr. ******** explaining the situation as well as our office and has since rectified his complaint with a reasonable agreement. Mr ******** will be submitting additional funds to his account and will be following up with his insurance agency regarding the policy he was sold. We ask if Mr. ******** has any further questions or concerns to contact ******* **** ************ *** *** or Customer Service at ************ ****** **

Consumer Response:
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.

Sincerely,

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

8/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Never finished job, wanting payment before completed, not providing my insurance company with necessary information for payment approval..

Desired Settlement: Provide state farm with necessary paperwork for sheeting replacement approval, finish job by installing new gutters said company was paid for..

8/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AMERICAN DREAM CAME TO MY HOUSE AND TOLD MY HUSBAND THAT WE HAD HAIL DAMAGE ON OUR ROOF AND THEY CONTACTED OUR INSURANCE AND THE TOLD US WE WAS APPROVED. MY HUSBAND SIGNED A ESTIMATE ONLY AND IT WAS FOR THE ROOF ON MY HOUSE,GARAGE,SHED AND GUTTERS AND DOWNSPOUTS. WELL THEY CAME OUT ON TUE 7/19 AND STARTED THE JOB. WELL 2 SPOTS ON THE FRONT OF THE HOUSE WAS WRONG AND WE TOLD THEM WITH THE SALES GUY THERE. ALSO THE FLORIDA ROOM ON THE BACK OF THE HOUSE THEY TOOK THE FLASHING OFF WHICH WE TOLD THEM NOT TO. MYSELF AND MY HUSBAND WENT TO DINNER AND WHEN WE GOT BACK. NONE OF IT WAS RIGHT. ALSO THE SHED WAS NOT DONE AS WELL AS THE GUTTERS AND DOWNSPOUTS. I CONTACTED THE SALES GUY NAMED ***** ************ AND HE TOLD ME HE WOULD GET IT TAKEN CARE OF AND HE DID NOT KNOW WHY THE SHED WAS NOT DONE HE ALSO STATED HE WOULD HAVE TO GET A COPY OF WHAT WAS APPROVED FROM HIS BOSS WHICH NO LONGER WORKS THERE?? NEVER HEARD FROM HIM FOR A COUPLE OF DAYS SO I CALLED HIM AND HE TOLD ME TO CONTACT THERE CUSTOMER SERVICE I TOLD HIM NO YOU SOLD THE JOB TO US AND THIS IS WRONG HE TOLD ME HE WOULD TAKE CARE OF IT NEVER HAPPENED WELL I FINALLY CALLED YESTERDAY 4/28 WHEN FOR THE FIRST TIME IT RAINED AND MY WHOLE BACK FLORIDA ROOM WAS LEAKING I HAD WATER COMING OUT OF THE LIGHT FIXTURES ETC. BECAUSE THEY DID NOT PUT THE FLASHING PROPERLY AS WE TOLD THEM THE DAY OF THE JOB. I SPOKE TO THE SALES GUY DAVID AGAIN TODAY AND HE 3WAY CALLED WITH THE SERVICE DEPT I BELIEVE HIS NAME WAS CHRIS I WAS PRETTY UPSET AND ASKED HIM WHO IS GOING TO PAY FOR MY BACK PORCH? I TOLD HIM I DO NOT WANT THE SAME GUYS OUT THERE AND I WENT TO WORK AND HE SENT THE SAME GUYS BACK. THE OTHER PROBLEM I TOLD HIM IS WE ONLY HAD THE ESTIMATE AND WHAT WAS APPROVED? HE STATED HE DID NOT KNOW. I CALLED MY INSURANCE AND GOT THE ESTIMATE AND THEY ARE CHARGING FOR THE GUTTERS DOWNSPOUTS, COPPER FLUSHING WHICH NEVER HAPPENED ALONG WITH MY SHED AND NONE OF THIS WAS DONE. I TOOK VIDEOS OF MY BACK PORCH WITH THE WATER COMING OUT .

Desired Settlement: I WANT THE JOB FINISHED PROPERLY AND MY GUTTERS, DOWNSPOUTS, AND ROOF ON MY SHED DONE ALONG WITH MY BACK PORCH. THE ELECTRICAL WILL NEED TO BE CHECKED AND MOLD DUE TO THE WATER COMING THRU THE FIXTURES. THIS IS SO WRONG IN SO MANY WAYS. IF NOT TAKEN CARE OF I WILL GO TO THE NEWS HAVE VIDEO AND PICTURES OF IT ALL.

Business Response:

Our company has spoken with both Ms. and Mr. ******* regarding their concerns in their filed complaint on 8/01/16, 8/02/16, 8/05/16, and again on 8/09/16. Since the reported complaint, the service issues were addressed by our Service Crew replacing a previously made custom flashing on the roof where the porch meets the house. No interior damages where found during the service and Mr. ******* also confirmed with our Customer Service Supervisor on 8/11/16 that there are no interior damages. Although Ms. ******* mentioned in her complaint that she originally wanted the replacement of the gutters, downspouts, and shed to be completed, she has since decided on 8/01/16 that Ms. ******* did not want any further work to be completed.

Mr. ******* contacted our office on 8/9/16 indicating that his insurance company was requesting a final inspection to be made in order to release the depreciation on the claim and needed verification that ice and water shield was installed. Our office contacted Mr. *******’s insurance company on 8/09/16 to gather more information regarding an inspection, but the insurance adjuster stated that an inspection did not need to take place and the depreciation was already released on 7/25/16. On 8/11/16 photos regarding the installation of the ice and water shield was provide to Ms. ******* by email. Our Customer Service Supervisor has since attempted to contact both Mr. and Ms. ******* regarding their account, but neither party has returned a call or email.

Our records indicate Mr. ******* signed a contract with American Dream Home Improvement on June 22nd, 2016 and the roof replacement was completed on July 20th, 2016. Per the contract, the initial payment was due upon the arrival of materials, but as of today no payment have been made and a final invoice was provided to Mr. and Ms. ******* by email. Verifying all funds have been released to the claim per their insurance company for the work completed, we ask that final payment of $8,996.95 to be made. If Mr. or Ms. ******* have any further questions or concerns, we ask then to contact ******* **** ************ *** **** 

8/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted this business 3 time's telling them they are not replacing my roof. Thay had roofing material dropped off in my yard today while I was not home. I want them to pick up there material and stay off my property.

Desired Settlement: Except my cancellation of a job.

Business Response:

We regret to hear that Mr. **** feels she was pressured by our Sales Representative into working with our company. As it stands, Mr. ****** agreement has been voided and the 15% cancellation fee has been waived. Mr. **** is no longer our customer and materials will be picked up as soon as possible. We request the Better Business Bureau to close the complaint. Should the BBB have any further questions, please contact Customer Service Supervisor ******* **** ************ *** ****

Consumer Response:
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.

Sincerely,

****** ****

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Dream home came out to my home June 19th to drop off the dump truck for the roof to be removed 7/20/2016 they sent a crew out of 3 people to tear off the roof, there was heavy rain and nobody used a tarp. My whole inside of the home is completely wet. 7/21/2016 they tell me ohh dont worry we will fix the issue. I had water damage in my patio, living room bathroom and bedroom area. Water was at least an inch. 7/23/2016 they are done with the job i ask when they are coming back to fix all of the water damage before it turns to mold they tell me i need to wait two weeks. I call the supervisor @ american home dream and he tell me the damage was already done before they started doing the roof. Keeping in mind i have an FHA loan which will not allow you to have any chipping or pealing or discolored paint in the home, so all the damage that is done was obviously from the rain that passed through for 3 hours with heavy winds. 7/28/2016 they send out the district manager who is very rude and he tell me ohh if this was water damaged it would still be wet. Mind you i have been running three dehumidifiers in the home as well as fans and airing it out. I am completely amazed at how they are treating me giving the sales rep has been in my home several times and knows i never had any spots in the home or peeling paint. i have a small child with sleep apnea also asthma. I would assume they would fix with the quickness knowing mold may grow.

Desired Settlement: I would like for American dream home to pay for the damages caused instead of me having to go through my insurance claim. I also would like the roofing to be the exact amount of the check giving to me from the insurance company. I do not feel i should have to pay my deductible given i have been giving the run around now for 8 days. I have a small child age 1 with asthma i feel this is extremely important given it is starting to smell of mold in the home

Business Response:

Ms. ******** contracted with American Dream Home Improvement for a roof replacement completed on 7/21/2016. On 7/21/16, Ms. ******** reported to the sales representative of a leak that occurred due to negligence of not tarping the roof on 7/20/16, however of office has photos showing the roof was tarped. Later on 7/22/16, our Service Coordinator **** ****** attempting to schedule an appointment with Ms. ******** to meet at the property to review the reported leak at 3:30 PM, but Ms. ******** cancelled stating she could not meet at that time. On 7/25/16, **** went out to the property and took over 100 photos and did several tests indicating that none of the drywall, flooring, walls, etc. were wet, but had signs of pre-existing water damage. On 7/28/16, both **** and another Coordinator went out to the property again, conducting an additional investigation in which nothing was wet nor were any repair completed by our company.

On 8/3/16, our Customer Service Supervisor ******* **** spoke with Ms. ******** to go over all of her concerns and requests. When asking Ms. ******** to present receipts for the moisture testing and remediation, Ms. ******** could not provide receipts or reports. Ms. ******** claimed that moisture test came back fine and nothing was remaining wet. Our office has continued to work with Ms. ******** at several attempts to come to a reasonable resolution even though all the facts point back to pre-existing conditions and all reports and photos can be provided to the Better Business Bureau upon request.

Although the listed resolution in the complaint states that Ms. ******** feels she should not be responsible for her deductible, our office has explained to Ms. ******** that waiving a deductible is illegal and will not be allowed by our company, however, we have since came to terms accommodating Ms. ******** with additional stipulations within the accommodation credit. Ms. ******** has agreed and both parties have now come to a resolution. Ms. ******** states that she will submit the final payment due towards her account once its received from the insurance company within the next 7-10 business. We ask if Ms. ******** has any further questions or concerns to contact ******* ***** ************ *** ****

Consumer Response:


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 m even though i never cancelled any appointment at all. **** came on 7/22 to look at the damages and took the pictures then. 7/24 everything was finally done and nobody else came to my property from AHDI. 

 

I have taken down all complaints to satisfy the stipulations and credits for for the account.  

Sincerely,

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

8/21/2016 Problems with Product/Service | Complaint Details Unavailable
8/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I never asked these people to my home, how-ever on 7/30 2016 one of their people ringed my door bell,saying he wanted to do a free estimate on my roof. I told him that I did not want him on my roof and to please leave. he seemed to get angry, as if I was wrong for asking him to leave. later,when leaving to go to my car, he had left a flyer on my door, if i wanted him to leave my property, why would i want his flyer. i did not appreciate being bothered on my day off, please inform this company that when a home owner say no, they mean no, and keep their flyers for people that might want them, i certainly do not.

Desired Settlement: if they do door to door business, when people say no, just leave.

Business Response: American Dream Home Improvement would like to apologize to Mr. ***** if he felt our Sales Representative over pursued the representation of our business and will pass along the information regarding Mr. ***** request. We appreciate the feedback in regards to his concerns. Our company asks the Better Business Bureau to remove this complaint as Mr. ***** is not a customer of American Dream Home Improvement. 

Consumer Response:
Complaint: ********

I am rejecting this response because:knocking  on my door and being rude is why I am not a customer, just keep your unwanted people away from me, my neighbors and my  neighborhood. on my wall clearly states no solicitors. can you and/or your people know how to resd.

Business Response: Unless Mr. ***** or the BBB can provide a desired resolution aside from an apology, our company will consider this matter closed and again ask the BBB to close the complaint. Any questions can be directed to ****** **** ************ *** ***.

8/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by a salesman for ADHI. The process, I was told, was very straight-forward and simple. If ADHI could convince my insurance company to cover 100% of the replacement cost of the replacement of the roof on my home and garage, they would be awarded the job and I would pay only my $2500 deductible. This was the only paperwork I was given and signed. I received a call a few days later from the salesman that everything went through and the work would be completed shortly. The work was done (very poorly) soon after that. I received a check from my insurance company, added to that my $2500 deductible and paid what I was under the impression was the total cost of the roof. Approximately 2 months later, I was contacted by their corporate office letting me know that only the roof of the house was covered, and I would need to fork over another $3500 for the garage roof. I was also contacted by the City Building inspector, who informed me that the job was not completed properly the first time, and he was still waiting for corrections to be done so that he could re-inspect the project. I have not yet received confirmation from the City Inspector, but ADHI is claiming that those repairs were completed and the final inspection was done. This is a rental property, so I would not have witnessed those actions. Now, ADHI is threatening to place the "unpaid" $3500 into collections against my name and put a lien on the property.

Desired Settlement: I would like to inform other potential victims of this outfit's shady business practices. It appears I'm far from the only one who has had this awful experience with this company.

Business Response: Our company has been in contact with Mr. ***** addressing his concerns regarding the filed complaint resolving it in a satisfactory outcome as of today, August 3, 2016. Mr. ***** signed a contract agreement with American Dream Home Improvement back on March 6th, 2015 for a roof replacement completed on April 16th, 2015. Although Mr. ***** did sign a contract based off of insurance company approval, our records indicate in between the adjuster’s outcome and the completion of roof replacement, Mr. ***** and our Sales Representative had a verbal agreement for retail expense for the garage roof. After speaking with Mr. ***** there seemed to be some lack of communication and due to there not being a written agreement our Customer Service Supervisor ******* **** came to an accommodation with Mr. ***** closing his account out. 
We would like to apologize to Mr. ***** for lack of communication regarding the inspection results. Our records indicate the service for repair per the city were completed and a final re-inspection through the City of Moline took placed on May 10th 2016 and passed. Upon request a copy of the passing inspection can be provided to Mr. ***** from American Dream Home Improvement. 
We ask if Mr. ***** has any further questions or concerns to contact ******* **** 877-266-8666 Ext 140 and the Better Business Bueru considers this complaint closed. 

8/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Yesterday, 7-22-16, ***** a "field inspector" came to our home to do a roof inspection as requested by My husband. He performed the inspection while we were not home and ***** told him since we were not there he could accept texted consent to contact our insurance company. At this time I arrived home and spoke with *****. He showed me video of a roof (don't know that it was ours) and asked me to sign the "contract" to give him permission to contact our insurance company. I said I was not going to sign a contract or give him permission to contact the insurance company, I would contact them myself. He told me he had to as he had the "storm date" I explained I would call them and asks for his card so we could get back in touch once we had the approval from insurance. He said he did not have a card. I asked for a copy of the estimate and was td he wouldn't give me anything in writing and that they needed to be the ones to get out "insurance company to buy us a new roof" I said I would be in touch. He then texted my husband and said he did not think we would be able to do business. I have read the reviews on this company and am afraid they will contact our insurance company anyway- even though we signed nothing and gave no consent.

Desired Settlement: I would like confirmation through the BBB that they will not contact our insurance company, that we have not consented to any work and that we will not hear from them again. I have attempted to contact them directly and have not received a call back and have seen from previous complains that it appears the only way they contact you is if you file a complaint with the BBB. This company is very misleading in their sales tactics and should be made to remove the information on their website that says they will give a free estimate as they refuse to do this.

Business Response:

We regret to hear that Ms* ****** feels she was pressured by our Sales Representative into working with our company. As it stands, Ms* ******’s agreement has been voided. Our Sales Representative has not met with Ms* ******’s insurance adjuster leaving the claim unfilled as it was never reported yet. Ms* ****** is not our customer and we request the Better Business Bureau to close the complaint as Ms* ****** is now aware her contract has been cancelled. Should the BBB have any further questions, please contact Customer Service Supervisor ******* **** ************ *** ***.

Consumer Response:


Complaint: ********

I am rejecting this response because: this response says we have a contract and we NEVER had a contract. We requested the free estimate as advertised on company's website and the salesperson refused to provide this and my calls were not returned. If the company will not give a free estimate unless you sign a contract then the advertisement is fraudulent and must be modified. If salespeople are telling customers that what I sign is not a contract but only permission to contact insurance then this too is fraudulent and must be changed.


Sincerely,

***** ******

Business Response:

American Dream Home Improvement apologizes for the confusion regarding the explanation of our contract from our Sales Representative, therefore we will pass along the information to our upper management for proper training purposes.  We regret that Ms. ****** chose to forgo with our company and if Ms. ****** chooses to have work completed in the future, she will reconsider doing business with American Dream Home Improvement. We ask if the BBB has any further questions or concerns, to contact ******* **** ************ *** ***.

8/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The contractor had went ahead and "WHITED OUT" the price agreement from being" TBD" and put a $$$ amount there to which I did not agree to or discuss with him. They also went to the village of Addison Il to get a permit to do the job ordered the materials ,but I DID NOT agree to anything..also they even picked out a Color for the shingles which there was no discussion about anything! I'm so angry with this company its makes me sick? They need to SHUT DOWN! License revoked and Fined/imprisonment for forging legal documents and taking advantage of the consumer. Please be aware of this company especially the elderly.. Don't even open your door to them.. Thank you

Desired Settlement: CLOSE THEM DOWN!

Business Response: We regret to hear that Mr. ******** chose to cancel the contract with our company regarding the claims of our Sales Representative’s practices. Our records indicate no such contract with white out or pricing as our terms state that we work for insurance proceeds based on the approval of the claim by the insurance company. Our office will turn over isolated information to their upper management for up training purposes. As it stands, Mr. ******** agreement has been voided and the 15% cancellation fee has been waived. If Mr. ******** decides to have work completed in the future, we ask he reconsiders to have work completed with American Dream Home Improvement. Should the BBB have any further questions, please contact Customer Service Supervisor ******* **** ************ *** ****

8/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a roof replaced by this company and I told them that I couldn't do it because I don't have the 1500.00 deductible and I was told that if I needed gutters that I wouldn't have to pay the deductible. The insurance guy came out and said that I didn't need gutters. I told **** ********* that when the insurance guy handed me the check that even though I didn't need gutters would I still have to pay the deductible because if I did I couldn't do it and he said that I still wouldn't have to pay the deductible. I then handed him the check, the first half and the last check will be sent to me at a later date. I called ****** in customer service ************* *** *** * and made a complaint against ***** ,There is another neighbor who also was lied to by **** ** On April 10, 2015 on your records shows that a complaint that said that the state of Indiana alleged that they violated the Indiana deceptive consumer act, in it's transactions with consumers.

Desired Settlement: For them to honor what Jeff said after I handed him the first check and that I didn't have to pay the deductible as he told me several times and to show that they are still being deceptive in their transactions with consumers, the same thing that they got in trouble with in April 10 2015

Business Response:

Our Company has contacted Mr. ***** regarding his concerns in the complaint and has since resolved the complaint on July 25th, 2016. MR. ***** signed a contract with American Dream Home Improvement on May 11th, 2016 and completed a roof replacement on June 16th, 2016. In the terms of the contract that Mr. ***** signed states, “The deductible is the homeowner’s responsibility.” Acknowledging these terms, Mr. ***** still proceeded to have the work completed.

We apologize if there was any lack of communication from our Sales Representative explaining the terms of the agreement, but eliminating a deductible is illegal. Our Customer Service Supervisor Heather Hoak has spoken with Mr. ***** on several occasions resulting to a reasonable resolution. Mr. ***** admitted to accidentally using insurance proceeds of $1507.93 towards bills instead of paying American Dream Home Improvement those proceeds towards the work we did. Mr. ***** has since agreed to make payments towards his deductible as well as the used portion of the insurance proceeds.

We ask that Mr. ***** continues to be compliant with payments to close his account in a timely matter and our office considers this complaint closed. If Mr. ***** has any further questions or concerns, we ask that he contacts ******* **** ************ *** *** or our Customer Service Department at ************ ****** **

Business Response:

Our Customer Service Supervisor has spoken with Mr. ***** regarding the recent correspondence clearing up the confusion his deductible and the payment plan he has agreed too. Mr. ***** is still responsible for the deductible, however our office has agreed to accommodate Mr. ***** with a discount towards his overall balance due given the circumstances he has endured with his Sales Representative. We apologize again, if Mr. ***** feels he was presented with any misleading information regarding his deductible.

As stated, we are working with Mr. ***** regarding an agreed payment plan in which our office has received the signed document and will continue to work with Mr. ***** regarding his balance due in a timely matter. The Indiana Consumer Act listed was an alleged report in which American Dream Home Improvement was compliant in response to any reports and remain in good standing.

We ask if Mr. ***** has any further questions or concerns to contact our Customer Service Department ************ ****** * ** ******* **** ************ **** ****

Consumer Response:
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.

Sincerely,

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

7/12/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A representative from American Dream Home Improvement had performed a free estimate on our roof for damages. After it was performed, I signed what I thought was a record of the work to be performed. There was no price quote on the document. After meeting with insurance, I stated with the representative that I did not want work to be performed. The following week, an employee from the Village of Bradley informed me that a work permit was requested by American Dream Home Improvement. I asked that the village decline that permit. I called American Dream multiple times asking for assistance, only to be hung up on or asked to leave a voicemail. When I spoke to someone from the company, she confirmed that the job was cancelled. Another supervisor called me back and stated that he would cancel delivery of materials. This is also important to note since I had already cancelled the agreement the week before. Today, I received a phone call from a manager of American Dream, who was less than friendly, stating that he would be sending me a bill of 15% of the cost and that I signed a contract. This was not made clear initially. In addition, I'm unsure of what cost this 15% would be coming from. No work was performed by American Dream Home Improvement other than the free roof inspection.

Desired Settlement: I should not have to pay American Dream Home Improvement since I verbally requested that no work be performed, and that the document that was signed was unclear.

Business Response:

We regret to hear Mr. ********* feels she was pressured by our Sales Representative into working with our company. As it stands, Mr. *********** agreement has been voided and the 15% cancellation fee has been waived. Our office and Representatives have ceased all contact. Should she have any further questions or concerns, we ask that he contacts ******* **** ************ *** ****

Consumer Response:
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.

Sincerely,

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

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired American Dream home improvement to replace the shingles on my roof due to hail damage. They tore my existing shingles off after I told them not to because it was going to rain. It rained for 1 week straight. My homes interior was destroyed. New drywall and insulation, which meant another insurance claim. Now they say I have defective shingles and I have the worst craftsmanship I've ever seen. Wavy crooked shingles and beat up fascia. They want to send me to collections due to I'm not paying until I get this issue resolved. I agreed to a new roof and now I have a roof that looks worse than it did before they knocked on my door. How many others have they done this to! This has been going on for over a year!

Desired Settlement: I don't want any contact with them until they get the issue resolved with ***** *******. And there is no reason to send someone to collections when the issue is still ongoing.

Business Response:

American Dream Home Improvement has been working with the homeowner, Mr. ******* to address the concerns in regards to the above referenced matter. We came to a mutual agreement for a resolution of this matter with Mr. ******* on June 15th, 2016.

Mr. ******* signed a contract agreement with our company on May 18th, 2015 for a complete roof replacement in which Mr. ******** choose to not want the work completed the same day that our roofing crew was already at the property completing a tear of the existing roof. On this day, due to lack of communication from both parties, production of the roof replacement had been put on hold while a storm was coming. In between that time, Mr. ******* choose a different color of shingles to be installed, delaying the process of the roof replacement even further. Our roofing crew had to tarp the roof of what was already torn off until the new color shingles arrived, however issues occurred causing interior damages as reported due to the color change mid production.

The roof replacement was later completed on 6/22/16, however Mr. ******* had reported to our office water damages occurred to the interior of the home. Mr. ******* reported to our office on 6/24/16, that the interior repairs could be addressed by himself as he is a contractor. We asked Mr. ******* to provide photos of all the damages in order to review and accommodate accordingly, although it took months to receive the photos our office was still finishing up the finalization of the claim with Mr. *******’s insurance company.

On August 13th, 2015 our office finalized the claim with Mr. *******’s insurance company for $8,005, but Mr. ******* has made no payment to his account and till this day Mr. ******* has still not made a payment which is past due and the reason for the collection calls. Our Service Technicians have gone out to the property many times attempting to address Mr. *******’s reported issues with the replacement, which was later deemed to submit a claim with Owen’s Corning’s, our manufacture. The manufacture had later denied the claim.

As stated above, after the claim was denied, our office had made communication with Mr. ******* settling on an accommodation credit in exchange for Mr. ******* to have any and all repairs to both interior and exterior damages of the home to be completed by whomever Mr. ********** chooses to his satisfaction. As of today, Mr. ******* committed to submitting $3,952.50 as a final payment, but no payment has been received since the agreement on 6/15/16. We ask that Mr. ******** submits the final payment no later than 7/15/16 and if he has any further questions or concerns to contact ***** ***** ************ *** **** 

6/18/2016 Problems with Product/Service
6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had golf ball sized hail damage to our home in Charlestown, IN. This company came by as it was handling repairs of other houses in the area. They met our insurance adjuster the next day and the details of the repairs and the price were agreed on. This was March 25th. We were told that our roof, siding and gutters would be done in approximately 2 weeks. We picked out the shingles and siding on the spot that day. We were also having a sky light replaced that had been broken by the hail. It took almost a month for the roof to get done - after excuses, promises and not following through, showing up when promised, and not communicating. When it was done, they did not do the sky light and they claimed that they did not know about it, which was not true. So for about 2 weeks they delayed saying they could not find a sky light. When we asked about the siding, we found out they had "forgotten" to order the material. When they finally did order it last week, it was out of stock. FINALLY the skylight and siding came in and they called and said they would be out on Wednesday of this week. So, we boarded our dog and my husband stayed home and they did not call or show up. Today, Thursday, a repeat of Wednesday. We called and they would not answer or return our call. So, we called again and finally got through and they claim the installer is sick. Rain is predicted for tomorrow, so we do not believe they will show up tomorrow either. During this time, their office has been calling wanting payment for the roof, when the skylight is not done. We have been complaining and have bypassed 2 people and are now dealing with a guy named ***** out of the Indianapolis area. We are sick and tired of this. We have to keep things off the wall for this to be done, so our house is a mess. We have paid for boarding costs for our dog numerous times now when they have not showed up or bothered to call. We were initially dealing with a ***** ***** & supervisor ***** ********

Desired Settlement: We want the job finished IMMEDIATELY and we want $359 for lost PTO time for my husband and boarding fees. $307 for the PTO and $52 for the boarding fees. We should ask for more. This company is the most disorganized and badly managed company we have ever dealt with.

Business Response:

According to our records, Mr. ********** signed a contract with American Dream Home Improvement on 3/29/16 for roofing, siding, and gutter system replacement that has been completed at this time, however as of today, we are still working on the installation of installing the skylights at the property. Although our company typically does not install skylights during a roof replacement as there can be concerns or issues with the process such as; specialized orders that can take time to receive the order, which is the case in this matter. Our Customer Service Supervisor ******* **** has been in constant communication with both Mr. and Mrs. ********** about their issues via email and is continuing to work on the best resolution to resolve their issues.

Our office would like to apologize for the delay and any lack of communication regarding the said trades to be completed.  All scheduling regarding restoration is weather permitting. Due to the special order of the skylights, we are currently waiting for the items arrive and will be installed immediately upon receiving and all communication will be related with Mr. and Mrs. **********.

The siding that was previously reported in the complaint has since been completed at the property on 5/23/16, however minor damage did occur to a couple of windows and our office is currently working with Mr. ********** for compensation for the window damage.

Our records do indicate that we have contacted Mr. and Mrs. ********** for payment because our contract states, “Payments are to be made half upon the date of delivery of materials, and balance upon completion of work.” As of today, payment has not been received and when requesting payment to be made from Mr. **********, he has refused until all agreed resolutions have been met. Our company strongly advises to make a good faith payment in the meantime, but will continue to work with our customer on payment arrangements.

American Dream Home Improvement is continuing to work with the Mr. **********’s Insurance Company and Mortgage Company with the finalization of the claim. Once our resolution has been met, Mr. ********** mentioned the account will be paid upon reasonably agreed accommodations with both parties.

We ask if Mr. or Mrs. ********** have any further questions or concerns to contact ******* **** ************ **** *** or by email as resolution regarding their account is being addressed in a precise direction. 

6/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Dream Home Improvement approached my husband with one of their flyers and came back a week later and spoke with him again. This time they had my husband call our insurance to make a claim on our siding and roof for wind and hail damage. During that visit they had my husband sign a contract stating that if the claim is approved we are obligated to use American Dream Home Improvement to do all repairs. I have an issue with this as I am also the homeowner of this home. I find this so called signed contract invalid due to my signature not being on it or agreeing to these terms. I was told by the company all they need is one of our signatures. First of all this contract does not have any estimated totals it only states TBD and I was told by one of the contractors they would not come out and give me an estimate because they do not want to waste their time if the claim is not approved by the insurance. He also threatens to take us to small claims court if the claim is approved and we decide to use another contractor. This is our first claim with our insurance and my husband had no idea what he was getting into. I did some investigating myself, only to find out this company has a lot of complaints. I did call my insurance agent and explained to him that this contract was signed and he stated if the company gave me any problems to contact the BBB.

Desired Settlement: Not to be obligated to have American Dreams to do any work on our home and not to be taking to small claims court due do to misleading contract.

Business Response:

American Dream Home Improvement has since communicated with Mr and Mrs **** to resolve any outstanding questions or concerns with our contract and the process of filling a claim. Mr **** has chosen to move forward with our company and filed claim with their Insurance Company.

We would like to further apologize if any miscommunication took place, however it has since been resolved. We ask if Mr or Mrs **** have any further questions or concerns, to contact their direct Sales Representative or our Customer Service Department ************ ****** **

Consumer Response:
Complaint: ********

I am rejecting this response because:
Due to the fact i have not agreed  to or have given permission to have American Dream Home to do any work on my  House what so ever.  There are many reports of incedents of this same tactics . They will be receiving a certified letter of cancellation. And let the record show I am not agreeing to have American Dream Home period.
Sincerely,

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

Business Response:

American Dream Home Improvement has recently received documentation from Mr **** cancelling their contract with our company. We would like to apologize if there was any confusion in the process as our company received verbal information back on 05/16/16 that work was still going to move forward, however this is not the case, and our company feels there seems to be a lack of communication between Mr and Mrs **** that has since been resolved.

We regret to hear Mr. **** chose to forgo work with our company and Mr ****’s contract has been voided. We ask if the BBB has any further questions or concerns to contact ******* **** ************ *** ****

5/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I Was told according to the sale person ****** ***** that pricing would be discuss before any final decision were made. As to give me a choice if I wanted to continue with his company or selected other contractors. Which didn't happen, in fact I came home from running errands and my roof was off with no pricings,and my roof being put back on with no line items list of cost in my wife hand nor mines. Now, I've received invoices from American Dream Home Improvement in two amounts of which I never agreed! I had another contractor who came out and gave a estimates for roughly the same prices for more work on my house. I think they are a scam, that tells the consumer one thing, while working with the insurances companies without being forth coming with or giving options and pricings to the home owner.

Desired Settlement: That the company doesn't contact me or my family in regards of further payments, and stop threatening of law suits and liens against our property located at *** ********* ****** ******** *** They are paid and full that I may use my deductible for gutter replacement as the other contractor had already included in his pricing.

Business Response: Mr. ***** signed a contract price agreement with American Dream Home Improvement on 03/19/16, in which Mr. ******* insurance company did approve for a roof replacement that American Dream Home Improvement completed on 04/07/16. As stated in our contract agreement, “Pricing is separated by trade and subject to insurance company’s approval on an individual basis.” We would like to apologize if the terms of the written agreement was not thoroughly explained from our Sales Representative. 
Mr. ******* materials to replace the roof were delivered to the property on 04/05/16 allowing a 2-day window for Mr. ***** to question the materials sitting on the property for the roof replacement and allow for Mr. ***** to cancel any work at the property. Our records indicate no written or verbal cancellation was ever submitted. 
Our Customer Service Supervisor has last spoken with Mr. ***** on 05/09/16, addressing any outstanding concerns to come to reasonable desired resolution, however Mr. ***** has requested American Dream Home Improvement to accommodate a credit to close his current account balance due of $4,752.87 as he stated he wanted to get his gutters and downspouts replaced. After explaining to Mr. ***** that his insurance company did not estimate to replace the gutters and downspouts therefore the insurance proceeds allocated for the claim are to pay for the roof replacement. Mr. ***** proceeded to state that his Mortgage Company applied the insurance funds to pay for the roof towards his delinquent mortgage loan. After explaining to Mr. ***** the remaining balance due is $2050 of his deductible and $2702.87 of the insurance proceeds and when offering options for assistance to help pay the balance due, Mr. ***** has not communicated back from any calls or emails for a resolution on the work completed and the outstanding balance due $4,752.87. 
We ask Mr. ***** to open the line of communication with American Dream Home Improvement to resolve his outstanding balance due for the roof replacement that was agreed to and approved by the insurance company. Mr. ***** can contact ******* **** ** ************ *** *** or Customer Service ************ ****** ** 

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contractor was hired to complete all work as requested by Insurance company Farmers. Per ******** I was not bound to use them after paperwork was sighed to complete work. Company was requested not to order any material or to begin any work until provided in writing with such materials, colors, and labor to be done. Company refused to provide this information via email or in writing and ordered materials for only the portions of the job they deemed profitable. Per Farmers Insurance all work requested by insurance must be done in full by the same company. ADHI refused siding/ trim work and only wanted to do the roof. Sam called me on the phone and said to pocket the money and hire a handy man to finish the work. I contacted my Farmers Agent and the adjuster on this matter that ADHI only wanted to do the roof. Per Farmers I notified ADHI if they would not do the complete job they were not approved by Farmers to do the work. I contacted the main office stating to cancel any work to be done and explained to them what the insurance company had stated. I called my sale Rep ******** and told him since confirmations had not been made no material or work was to be done and all work with this company was cancelled. ADHI sent materials i had not ordered to my house after the fact and after refusal of material left a voicemail stating they want %15 of the cost. I left a voicemail stating this to Sam who left me voicemail and attempted to call him several times. I called ******** and he told me there was nothing he could do it was Sam who ordered the materials and he is his boss.

Desired Settlement: Full cancellation of business transaction at no charge since the company both refused to do the work in full as requested by Farmers Insurance and did not provide in writing requested both verbally at my home to my sales Rep and in Email form all work to be completed.

Business Response:

We regret to hear that Mr ***** feels he was pressured by our Sales Representative into working with our company. As it stands, Mr. *****’s agreement has been voided and the 15% cancellation fee has been waived. Mr. ***** is not our customer and we request the Better Business Bureau to close the complaint as Mr. ***** is aware his contract has been cancelled and he is satisfied with the outcome stating he will close the complaint. Should the BBB have any further questions, please contact Customer Service Supervisor ******* **** ************ *** ****

Consumer Response:
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.

Sincerely,

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

5/13/2016 Delivery Issues
5/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Never agreed on price, except was told by Foreman that all that would be charged was for deductible & that everything else was covered. Also was told could order new gutters and if wanted to keep my old ones, the money I could use for whatever (bcuz he said legally cldnt tell me twd my deductible) I have two houses that were done and on each had horrible experience and was given so much wrong information about what was appvd and what wasn't, not to mention the damage they did while at my locations. Now this company is asking for amounts that are RIDICULOUS. Come to find out at one of my houses the insurance co only approved a repair and Am. Dream replaced the whole roof and charged me. Also at that same location the completely tore up and broke my bushes in the front of my house. The used my shed as something to stand on, denting the whole side and now it is letting water and air in the top. they left my gutters on my lawn and ddnt complete the overhang, allowing an open hole that goes to my attic. At my second house they still have not replaced my gutter caps that they rmvd and they broke off the top of my fire tree in the front of my house. Also my basketball hoop that was attached to my garage is now sitting on the top of my garage & my kids have been unable to play, due to ball hits the gutter . This Co states they want to close out acct, but they are wanting to collect on charges that ONE...I don't owe. and TWO that I shouldn't have to pay. The deductible I paid some on my deductible, but nothing has been fixed and my shed has not been replaced. I want to be done with this company, They are really persistent on collecting money I do not owe, but not so helpful when it comes to them holding up their part of this agreement. The fact that the employee I was dealing with assured me that I would only be talking with him and he would take care of everything was a joke, because ******* said anything...just to get the sale. Poor customer svc!!

Desired Settlement: To close the account and I will use the remainder of my deductible to replace and fix what they clearly are not doing.

Business Response:

American Dream Home Improvement would like to first and foremost apologize to Ms. ******** for any confusion regarding the process of filing a claim as it can be a confusing process especially when filing two claims for two properties. Ms. ******** references two accounts in her complaint that both had some minor repair issues and have since been resolved with an accommodation for her frustrations and services have also been completed.  Ms. ********’s accounts are currently closed out at this time and she has reported she is satisfied with the outcome.

As for the account at 2531 Avalon Dr., Ms. ********’s insurance company and American Dream Home Improvement came to an agreement regarding the work we did back on June 4th, 2015 for $7,654.87. This amount has since been paid in full, however Ms. ******** reported a few services such as; damaged landscaping, missing gutter screens, and a basketball hoop that was not connected properly. Our office has since explained to Ms. ******** per the contract, protecting the landscaping is the customer’s responsibility, but we are willing to work with Ms. ******** and have since came to an accommodation credit regarding all three reported issues at referenced property.

As for the account at **** * **** **** our company works based off of insurance proceeds as stated on the contract signed by Ms. ********, however, Ms. ******** insurance company did not fully agree to pay out for the work completed therefore Ms. ******** is obligated to work with American Dream Home Improvement based off of our contract prices agreement. Ms. ******** and our company did come to an agreement at a total invoice amount of $7,345.13 accommodating Ms. ******** with a credit to resolve damaged property.

Ms. ******** and American Dream Home Improvement again, has come to a reasonable resolution and Ms. ********’s accounts are closed at satisfactory. We are asking the BBB to close the complaint at this time. We ask if Ms. ******** has any further questions or concerns to contact our Customer Service Department at ************ ****** **

4/26/2016 Problems with Product/Service
4/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Representative came to home while teenage daughter was alone and was very pushy in doing an inspection of the roof. My daughter explained she was not the homeowner and he needed to speak with her father. The representative proceeded to get on the roof and supposedly do an inspection. After finishing he came to the door once again trying to explain any issues with our roof to my daughter who has no clue about any of this. Again, my daughter explained she was not the owner of the house and he needed to speak with. The rep was never given permission to inspect my house let alone get on the roof without my knowledge or permission. The representative's presence caused uneasiness with my teenage daughter as she was home alone. I have uneasiness in that this company's practice is to invade the rights of my privacy, especially when I am not even home.

Desired Settlement: Our neighborhood has a no solicitation sign out front and this company should not be going door to door as they are. I have personal friends who perform the same work and when I need something done I will contact them. I would like no further contact from this company as I never requested their service or opinion.

Business Response: We regret to hear Mr. ********* feels he was pressured by our Sales Representative into working with our company. Although our company does not condone said practices and we are a very reputable company doing over 10,000 roofs a year.  We would like to apologize to Mr. ********* and look to this as a training opportunity for growth in our company.  As it stands, Mr. *********’s agreement has been voided and American Dream Home Improvement has ceased all communication. We ask if the BBB has any further questions or concerns to contact ******* **** ************ *** ****

Consumer Response:
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.

Sincerely,

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

4/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired American Dream Home to replace my current roof. When the work was completed trash was all over my yard and in my neighbor's yard. They left all roofing materials scattered all over my patio where my walk way is and I a nail went through my shoe. My shingles are not laying flat to my roof and look like they will blow off. While the contractors were working on my roof they pulled off siding and didn't put it back. They did the same to my fascia and when I complained they reattached it but it is not aligned to the frame. I have live lose wires that are lose as they didn;t reattach it to my house but tucked the wires in my gutters so when the wind blew now they are just hanging and not attached.

Desired Settlement: I just want the work done properly. I expected outcome is that the shingles are fixed, the fascia is fixed properly, the siding is correct, wires attached like they were before the start of the job, and the frame to the shingles is correct.

Business Response:

American Dream Home Improvement acknowledges this complaint and/or review. We have made the choice to withdraw our accreditation from the BBB and as such, our Customer Service Team will diligently and happily work with the complainant to come to a mutual resolution to rectify this situation. Please contact our Customer Service Team at************or at ******************************. Our customers are our #1 priority, and we will be sure to rectify this matter in a prompt, courteous, and professional manner.

3/25/2016 Billing/Collection Issues
3/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The roofing crew walked on our sunroom roof after they were advised that roof, which they were not repairing, could not support their weight. Prior to them walking on the roof, there was a small leak in the skylight. Since they walked on it, the roof leaks so bad in multiple places that room has become unlivable. ADHI is refusing to return to repair the damages they caused. They are also sending their sales rep to our door nightly, threatening us and screaming in our windows when we close the door. In addition, the roof they replaced on the main house is leaking around the chimney into our attic. ADHI is claiming that leak is coming from the chimney cap, which they did not work on. This portion of the roof was not leaking prior to work being done on the house, and while we have yet to have it inspected by another source, we don't trust their assessment that the one thing they did not work on is the source of this new leak.

Desired Settlement: We would like ADHI to return and repair the damage they caused and to stop sending the sales rep to harass us. We have offered to hire another contractor to do the repairs and pay ADHI the difference in our final balance to them and what the repairs cost us, if the difference is in their favor.

Business Response:

American Dream Home Improvement takes pride in our workmanship and our Customer Service, we appreciate our customer’s business as we know their home is their biggest investment. Mr. ********* signed a contract agreement with American Dream Home Improvement on 09/04/15 and the roof replacement was completed on 10/05/15.

Our company has gone above and beyond for the ********* property regarding their service issues and concerns. The first service call was placed on 12-24-15 for a service request related to a reported leak by the chimney. When our service crew went out to the property and investigated the reported leak they verified the leak was coming from the chimney pipe chase top which our company did not replace or bill for to be replaced. This was explained to Mr. ********* on 01/05/16 in which they understood that a licensed and certified HVAC specialist would need to replace or repair said chimney cap. After receiving the BBB complaint our service team did a second investigation on 2/22/16 and again verified the brick chimney and chimney cap need the proper maintenance such as; tuck pointing on the brick and the cement base is cracked/shattered and needs to be re-cemented. Mr. ********* did sign off on a service completion form that they were satisfied with the service on 01/05/16. Our office will supply a copy of the document to the BBB upon request.

We have explained to Mr. ********* that the metal roof was in fact leaking prior to ADHI performing the work and our office has also confirmed with Mr. *********’s insurance adjuster on 2/22/16 who emailed our Sales Representative supportive photos and information stating, “I have attached the pictures of the preexisting water damage to the enclosed porch ceiling at **** * **** ** ********** *** This was how the ceiling appeared during my initial inspection on 9/9/15 at 11am. This damage was not covered by the insurance.” Our office has photos and will supply to the BBB upon request.

We do apologize if Mr. ********* feels he was threatened by our Sales Representative as our company does not practice those types of actions. Our company has been in business for almost a decade and we service more than 12 states. We do take pride in our relationships with our homeowners and with our insurance companies. We have tried to contact Mr. ********* several times by phone and email and at this time Mr. ********* has been unresponsive. We ask Mr. ********* to contact Heather **** 877-266-8666 Ext 140 and open a line of communication to come to a reasonable desired resolution regarding the outstanding balance due. 

3/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After a wind/hail storm in June 2015, ADHI patrolled the neighborhood offering free estimates. By signing their contract, which had no pricing for services other than "TBD", the contract language states the home owner is responsible only for the deductible. ADHI would work direct with the insurance company to negotiate repair costs. Major problems ensued with ADHI to get job completed (i.e. delivery of materials not on time, employees sat on my lawn drinking alcohol for hours waiting for materials to show up, no communication at all from the sales person, was sent an invoice for total payment 2-months after job completed..the list goes on) and now I am being harassed to pay for the balance of the invoice that the insurance company will not cover.

Desired Settlement: I would like for ADHI to stand behind their contract terms whereas I, the home owner, am only responsible to pay my deductible (which has been paid along with the insurance claim funds). I would like ADHI to stop contacting me for payment when I do not owe it.

Business Response:

Our Customer Service Supervisor has been in contact with Ms. ******** to discuss the confusion on the signed contract as well as the type of insurance policy Ms. ******** carries. Ms. ******** signed a contract with American Dream Home Improvement for a roof replacement approved by Ms. ********’s insurance company that was completed on 07/20/15. The listed “TBD” on the contract is “to be determined” by the price that is agreeable to our customers insurance company. On 06/29/15 Ms. ********’s insurance company approved the replacement cost claim for the roof replacement based off of the insurance estimate.

We understand filing a claim can be confusing especially if you are not aware of the type of policy you carry. When Ms. ******** filed a claim with her insurance company and the insurance company accepted, it's based on the Replacement Cost Value (RCV) as listed on the estimate of her policy from the insurance company. Due to the type of policy Ms. ******** carries with her insurance company (ACV only policy) she is responsible for the non-recoverable deprecation on the claim filed if the policy holder has said work completed on the estimate. It was explained to Ms. ******** that she should verify this policy with her insurance company or insurance agency as the type of policy should have disclosed to Ms. ******** at the time she was sold the policy.

American Dream Home Improvement would like to apologize to Ms. ******** if she feels the process has not delivered to her needs. At this time, our office has discounted the open balance of $3045, however, there is no service warranty. If Ms. ******** chooses to want a service warranty the discounted amount will be due. We ask if Ms. ******** has any further questions or concerns to contact our Customer Service Department ************ Option 2. 

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution although not satisfactory 100%, will do.

I do not like the fact that the company openly lied to the BBB by stating I received an estimate but also did not address any of the other items that were listed. I did contact the insurance company who verified that they NEVER emailed or mailed me a copy of the estimate that they approved. Had they done so, I could have either chosen to stop the claim, negotiated with the company to replace the roof within the monies available or found another company to do the work since I was not obligated to use them per their contract. The insurance company verified a email was sent out on 2.18.16, the date that I requested it when starting my initial inquiry to the claim. Had I been provided an estimate by anyone, including both sides, I could have either chosen to stop the claim, negotiated with the company to replace the roof within the monies available or found another company to do the work since I was not obligated to use them per their contract. By the company taking away the warranty, they are still not standing behind their contract 100%.

After thinking over this at great length, even if they stood by their contract and provided the warranty, I would not want to deal with them again, for anything, EVER. They are just storm chasers. They have employees who need an interpreter since they do not speak/understand English and think nothing of drinking alcohol on the job.  They have sales people who never follow-up after the contract has been signed. I will stand behind my words though - my review of their company stands. They're horrible. They only responded since I filed a complaint to the BBB so that their "stamp of approval" would be put back up. They did nothing to resolve the situation beforehand other than harassing me for payment.

I will still follow through with the Attorney Generals Office complaint as well as the ******** ***** Home Owners Association and the Village of *********** 

Sincerely,

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

3/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a roof from ADHI in October 2014 which came with a full warranty, in December of 2015 we had very heavy rains that lasted for about a week. During this time my roof began to leak which flowed through the ceiling and into an electronics closet that we have. Our Blu Ray dvd player and audio receiver was damaged by water and are no longer workiong. When calling ADHI to see if they could assist they committed to coming to inspect the property and repair any damages that occurred including my electronics. Someone showed up unannounced about a week after calling to inspect, since we were not home they were not able to get inside to review the damage. They did however find faulty installation near where the leak was and fixed the roof. Since that time I have made multiple calls and received multiple promises that I would be taken care, but have received nothing to date. I have sent them pictures of the inside damage as well as the water soaked electronics. Today when calling I was told that I have been speaking to the wrong department (Service) this entire time, when I should have been calling customer service. I am fed up with getting different answers and no resolution.

Desired Settlement: Please have someone contact me who can come view the inside of the home and the electronics that were damaged and replace them in a timely manner. I have waited since December 2015 and have had no success in having this resolved.

Business Response:

Our office has since communicated with Mr. ******** regarding his concerns with the damaged interior and electronical items from the leak. We regret that Mr. ******** had to file a complaint and feel this could have been resolved by speaking with one of our office Managers or Supervisors at our Cooperate headquarters. Mr. ******** did speak to our Customer Service Supervisor on 2/25/16 and had since provided the documentation and photos for the damages in order for our company to compensate Mr. ********. On 3/1/16 Mr. ******** and our Customer Service Supervisor agreed on an accommodation and Mr. ******** will soon receive a compensation payment regarding the damages. Mr. ******** will be reaching out to the BBB as satisfied with his outcome.  

We ask if Mr. ******** has another further questions or concerns regarding his account to contact our Customer Service Department ************ ****** **

Consumer Response:  
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.

Sincerely,

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

3/2/2016 Problems with Product/Service
2/28/2016 Problems with Product/Service
2/27/2016 Problems with Product/Service
2/24/2016 Problems with Product/Service
2/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been having issues with ADHI since the beginning. When the salesman and his supervisor came to our door, I made it VERY clear that we were only interested if we could get necessary painting done in addition to our roof. I even told them what color I would like, and was told we would choose materials later. Upon signing the contract, we selected the roof materials and again I informed them of the color paint we desired. Again, I was told materials would arrive and I could inspect them later. A week later, materials for a roof arrived and there is no paint. Once again, I call them and ask about paint colors. It is only at this point that we were informed that there would be no painting and that this company never did painting. I was furious and informed our sales person that I believed we were intentionally mislead to make a sale and if I had a way to get out of this contract at this point I would have done so. Since, We have tried many times to get an accounting of the discrepancy between what we were told our roof would cost and what we have been billed to no response. This may be due to the initial point of contact no longer being with the company. It may be because the second POC never picked up a phone or answered an email. It may be because when I called the home office and tried to resolve it, I was told to expect a call within the week and never got one. We were quoted $4300.72 to replace the roof. What we see on our invoice is an additional $2000 with no explanation. Additionally there was also never a final inspection of the work done on our roof, we were told many times that it would be arranged. We were also told that this company worked directly with our insurance to estimate the cost of replacing the roof and that would be the invoiced amount. We were assured it would not be more. This has been a horrific experience and I regret answering the door that day.

Desired Settlement: We would like to finally have someone from the business return a phone call or email to explain the billing discrepancies. Additionally we believe that we should not be required to pay until the roof has passed inspection which we were told ADHI would be arranging months ago.

Business Response:

American Dream Home Improvement is currently in constant communication by email with Ms. ********* regarding her account and concerns as stated in the correspondence to the Better Business Bureau. Ms. ********* signed a contract with our company on 08/03/15 and the roof replacement was completed on 09/08/15. Our records indicate the final invoice was completed on 10/22/15 with Ms. *********** insurance company. Although Ms. ********* states our company had not returned calls or emails, our records on her account show differently.

We would like to apologize if Ms. ********* felt the communication was poor and that our Sales Representative had provided misleading information and will continue to find better ways to improve our business as we appreciate every one of our customers feedback.

Our Customer Service Supervisor Heather **** is continuing to work with Ms. ********* by email and has since provided a corrected final invoice totaling $4608. At this time, there has been no payments applied towards Ms. *********** account since the projected has been completed for 171 days. Ms. ********* is currently in breach of contract as it states upon the arrival of materials half payment is due and final payment is when work is completed. 

The final inspection is scheduled with the city, however due to the city being behind schedule because weather is permitting, there is no set date in order. We have provided the permit number to Ms. ********* upon her request to verify with the city her concerns of the inspection. The cities inspection should not refrain Ms. ********* from submitting her final payment on her account as she will be provided a warranty with American Dream Home Improvement.

We ask Ms. ********* to submit final payment to close her account and any further questions or concerns to contact Heather **** 877-266-8666 Ext 140.

2/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In June 2015 American Dream Home Improvement replaced my roof. They are billing me $10,350.00 when all (they NEVER gave me a written estimate). My insurance company agreed to pay for repairs. NOT AT $10,350.00 which was supposed to include repair to interior ceiling due to leaking from the roof. American Dream Home improvement refused to do interior repairs. I hired someone else to repair the ceiling. HE told me it could not be done due to t he roof STILL leaking. Shingles are pulling up, flashing is separated from the walls and shingles and water is still leaking into ceiling. Now there is MOLD in the insulation. American Dream Home Improvements harasses me daily by phone, visits and leaving threatening stickers on my storm door demanding payment which I refuse to make until repairs are done. They said they did not get estimates from my insurance which I mailed to them 3 times. I will agree to pay them $6,000.00 and be DONE with them. I will then have to hire someone else to make the necessary repairs inside and out.

Desired Settlement: Due to the shoddy workmanship by this company and total disregard for making repairs I just want them to settle for the reasonable estimate of $6,000.00 and be done with it. If they do not agree, I will hire someone else to make ALL repairs and take American Dream home improvement to court to be reimbursed for that amount. I would like them not to harass me any further.

Business Response:

Our office has tried to communicate to Ms. ************** regarding their concerns with American Dream Home Improvement, however at this time there has not been any communication returned from Ms. **************. We have called and left plenty of messages requesting a returned call at different times of the day. We have emailed Ms. ************** three times and no returned email. Our office has also sent a certified letter of communication, again no returned communication to come to a reasonable resolution.

We request Ms. ************** to submit a copy of the insurance estimate as our company bills off of insurance proceeds, but due to Ms. ****** ******* not supplying a copy resulted her invoice to be contract priced. American Dream Home Improvement does not do interior repairs as it states on the contract we only do roofing, siding, and gutters and downspouts. Although Ms. ************** states she still has service issues we request she opens the line of communication so our office can not only complete a service if needed, but resolve the billing discrepancy.

We ask that Ms. ************** contacts Heather ****, by phone, email, or mail so both parties can come to a reasonable resolution. American Dream Home Improvement will consider the BBB complaint closed and request Ms. ****** ******* to submit their final payment due. 

Consumer Response:
Complaint: 11027376

I am rejecting this response because:

Sincerely,

Mary **************

Business Response:

Although Ms. ************** submitted a rejection to the our company’s response, Ms. ************** has not listed a reason why she has rejected our response and has not opened a line of communication with American Dream Home Improvement to come to a reasonable desired resolution. Since the rejection from Ms. ****** *******, our office has tried to contact her on 2/16/16, 2/17/16, 2/18/16, and today, 2/19/16 by phone and email with no response.

We request Ms. ****** ******* to open a line of communication to resolve this matter in a timely fashion and to come to a reasonable desired resolution by reaching Heather **** at 877-266-8666 Ext 140. At this time, we ask the Better Business Bureau to consider this complaint closed as the rejection does not have a response listed. 

2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired this company to replace the roof of my house since late October 2015. Many problems happened. The project was heavily delayed: originally scheduled on 11-15-2015; actually done on 11-30-2015. All the materials were on my driveway with rain and snow. The salesman promised that the landscape would be protected during the project and debris would be cleaned after the project (also charged in the invoice of the company). However, after the project I found a lot of nails and debris in the gutter, around my house, and even on the trees. I called both the salesman and the company on Jan 8, and they promised to clean it up. One Jan 15,the salesman texted me, saying he had come to my house and cleaned the debris and nails by himself and "everything is clean". My wife was at home but did not see him. I checked for the nails and debris, but nothing changed. The roof, gutter, and house were covered with snow and ice, so there was no way to do the cleaning. When the salesman come to pick up a check, I showed him the debris on the tree and picture of nails in the gutter. He promised to send work crew later. On Jan 21, the salesman texted me that "work crew came out on 1-19-2016 and made the cleaning" But actually I was at home all day on 1/19. I didn't see anyone come. After checking, no changes of the debris and the nails again. On Jan 25, I found a shingle fell off the roof, and several shingles have already rotten (already e-mailed the salesman the pictures). They lasted less than two months. Also, the salesman mentioned that he would manage to reduce the price of the project by $500 before the project. However, after the project was done he refused to do that and instead he asked me to pay him personally $500 and pay the remaining amount to the company, because he is a "contractor". I called the company and confirmed he is a salesman, not a contract, but I was still asked to pay the whole amount to the company. I'm really confused about the proecess

Desired Settlement: 1. clean up all all the debris and nails in the gutters, around the house, in the landscaping, pool, lawn. 2. replace the missing and rotten shingles under warm weather; replace missing/rotten shingles within warranty if further happens 3. inform me before cleaning and shingle replacement, and make an appointment at my available time so I can be present 4. billing adjustment 5. I will hold the last check until finishing the clean up and shingle replacement

Business Response:

American Dream Home Improvement contracted with Mr. **** on 11/01/15 for a complete roof replacement that was completed on 11/30/15. As it states in the contract Mr. **** signed, American Dream Home Improvement is not liable for damages to the interior or exterior perimeter of the home due to the scope of work completed. Although our records indicate Mr. **** reported some debris left in the yard due to the scope of work completed, our Service Department had completed the reported service originally on 1/20/16. Again, Mr. **** reported to our office that it was not done to his satisfaction on 1/29/16, but our Service Department has completed the service thereafter on 02/04/16. Our Customer Service Supervisor Heather **** has since spoken with Mr. **** 02/05/16 and confirmed the service is completed to his satisfaction.

We would like to apologize to Mr. **** for the misguided communication that he states he has had with our Sales Representative, however American Dream Home Improvement does not practice that terminology with our Representatives and will take his statement into consideration for future up training purposes. We have since resolved Mr. ****** invoice discrepancies accommodating Mr. **** and providing a final invoice balance due of $6021 which has been provided to Mr. Yang. Our office requests Mr. **** to submit his final payment and if he has any further questions or concerns to contact Heather **** 877-266-8666 Ext 140.  

2/5/2016 Problems with Product/Service | Complaint Details Unavailable
2/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ADHI replace the roof on my home during the summer of 2015. Prior to work commencing, a price of $18077.32 was agreed upon. I submitted two checks to the ADHI representative who then signed my paperwork" Paid in Full". Now ADHI is saying that I owe more money above the agreed upon amount. They are calling me nearly everyday and I have given them the full accounting on several occasions as well as a copy of the receipt signed by their representative. This roof was part of a homeowner's insurance claim. ADHI learned that my insurance company is paying additional money - for work outside of the scope of ADHI jobs, ADHI - is only trying to bill me a higher amount to obtain more of the insurance settlement monies. Prior to work commencing, I received bids from other contractors to do the work and know that $18077 is in-line with what other contractors would have charged. At the onset, ADHI had me sign a form WITHOUT an amount as a sort of "blanket" form that says they will work our the price with the insurance company. However, we would not allow them to begin work prior to submitting a final price to us which was $18077. They seem to like to find out what insurance companies will pay and grab as much as they can, regardless of the fact that this could be well above reasonable charges.

Desired Settlement: At this time I would like their invoice to reflect the following: Here is a breakdown of the accounting. $18077.32 charges: $200.00 (credit ck # 3305) $100.00 (credit coupon) $200.00 (credit for signing up immediately) $500.00 (referral credit for 5875 Pinecrest Estates) $8,538.81 (September insurance check payment issued by Ditch) Balance owed: $8538.81

Business Response:

Ms. **** signed a contract with American Dream Home Improvement on 06/01/15 and the roof replacement was completed on 07/27/15. As the contract states by trade, the pricing is subject to the insurance company’s approval and the deductible is the homeowner’s responsibility to pay to their contractor. On 08/21/15, our company finalized our invoice per agreement with the insurance company’s estimate for a total of $18,531 for the replacement cost value of the roof. Ms. **** does have accommodation credits towards her account in the total of $800 which reduces the total due towards her account in the amount of $17, 731. Ms. **** has made two payments that have been applied towards the balance due in the amount of $8738, leaving $8,992 still due.

Our Customer Service Supervisor is in communication with Ms. **** regarding the concerns and will continue to work with Ms. **** until her account is rectified. American Dream Home Improvement can provide a copy of the estimate to the Better Business Bureau upon request. We ask Ms. **** to submit her final payment of $8992 to close her account out. If Ms. **** has any further questions or concerns, we ask her to contact ******* **** ************ *** ****

Business Response:

Our office has since resolved Ms. ****** desired resolution regarding her complaint with an accommodation credit of $454 totaling a balance due upon the revised final invoice that has since been emailed to Ms. ****. In lieu of Ms. ****** current response, our office tried to communicate with Ms. **** on 12/29/15, 12/30/15, and 1/5/16 requesting confirmation that Ms. **** was going to be reporting back to her insurance company that there was $454 in additional insurance proceeds not being allocated towards the claims estimated work to be performed and will be returned back to her insurance company. Ms. **** did confirm by email today, that she will contact her insurance company regarding this matter of the additional insurance proceeds as you can not legally profit off of an insurance claim.

We request Ms. **** to submit her final payment due of $8531 in order to close out her account with our company. If Ms. **** has any further questions or concerns we ask her to direct them to ******* **** ************ *** ****

Consumer Response:

 
Complaint: ********

I am rejecting this response because:

In Spring of 2015, my home experienced storm damage requiring roof replacement and interior water damage work to be completed.

On July 28, 2015 American Dream Home Improvement (ADHI) agreed, in writing, to replace the roof on my home for $18077.64.

After their work was complete, on August 24, 2015 ADHI submitted a final invoice for almost $24,000. When I objected, they revised the invoice down but it was still almost $500 above the originally agreed amount. I refused to forward final payment until the invoice was corrected and indicated this through several phone calls and emails.

In early December I informed them  that I would like to receive a corrected invoice and forward final payment before I leave for vacation from December 20th until January 6th.  They documented that they tried to contact me 3 times on December 29th, 30th and January 5th.

On January 12th I receive a corrected invoice and forwarded payment via FedEx, on January 13th.

Since then, rather than indicating we have resolved this situation, ADHI has made statements to BBB suggesting that I am the party that is trying to commit fraud.  However, you will see that I promptly paid all charges immediately upon receiving accurate, correct invoices.

This case can be closed but I reject American Dream Home Improvements statements. as they do not reflect the true facts.


Sincerely,

***** ****

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a contract with American Dream Home Improvement for a roof replacement. Their contract states "Homeowner is not obligated to any trades that are not approved by the insurance company." and "This agreement does not obligate the homeowner or ADHI, Inc. in any way unless it is approved by the insurance company and accepted by ADHI, Inc." They came and tore my roof off and replaced it before my insurance company sent the adjuster out, so now Insurance won't approve. They didn't follow their own steps listed to assure this wouldn't happen. My project manager sent me an email admitting it is his error and that my roof should not have been replaced. He said he would pay the roof bill. He said I wouldn't have to pay anything. They damaged my newly painted house, my lawn, three tires on cars and were overall sloppy. They haven't had the property inspected by the county since, and didn't replace vent caps, etc. BUT they billed $11,190.25 for all this. They said I could choose the color - they replaced it before that happened. I had an automated call saying materials would be delivered in one week. I immediately called my p.m. and he said the call was only a courtesy and since insurance hadn't seen the roof yet, the materials would not be delivered. One week later he called to say my roof had been torn off and replaced already. Their contract is clear and they refuse to honor their contract. IT was important that my insurance company see the roof since 3 weeks earlier, another company told me I had no damage. AND, the job was sloppy overall. I would be overcharged for materials, as they didn't replace everything they invoiced for, and they left squares of shingles unopened on my lawn, which I'm certain is on their invoice.

Desired Settlement: Their invoice needs to be totally forgiven. I want no further contact from them. I have received several phone calls and one invoice stating "FIRST NOTICE". I've left them messages stating I will not pay. This is clear in THEIR contract that I am not financially obligated for any work not authorized by my insurance company. I have letters from my insurance company saying they can't authorize work since they were not allowed to appraise any (if any) damages.

Business Response:

Ms. ****** signed a contract price agreement with American Dream Home Improvement on 10/07/15 and the roof replacement was completed on 12/4/15. Ms. ******’s roofing materials were delivered at the property on 12/3/15 allowing a 24 hour window of a cancellation form to be submitted, however that was not processed due to communication error with Ms. ****** and our Sales Representative.

Although Ms. ****** did sign a contract with American Dream Home Improvement, our company is willing to accommodate Ms. ****** given the unforeseen circumstances. We would like to apologize to Ms. ****** regarding this matter as our company does not conduct business this way. Our office has since communicated with Ms. ****** and came to a reasonable desired resolution resulting to her account being closed.

We ask if Mr. ****** has any further questions or concerns to contact Heather **** 877-266-8666 Ext 140 or our Customer Service Department 877-266-8666 Option 2. 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11026626, and find that this resolution is satisfactory. As long as they honor their warranty on the roof if ever needed.

Sincerely,

Robin ******

1/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contractor was called to repair roof leaks the areas of which were clearly pointed out to him and an additional sales person. The sales person conducted an inspection and stated hail damage and the comlete roof should be replaced. An Insurance Claim was filed and granted the roof replaced and $12,431.00 handed over to American dream. The TV dish hand to be re-aimed and the worker from **** ** came and said he would not touch it aas it was secured by three bolts right into plywood and woud ruin the new roof (a storm was to come that night) I sealed it myself American Dream followed up day or so later and repaired area and TV replace dish properly. A a snow storm hit the area followed by a warm up and a severe leak half the length of the house was noted (have pics and video) we called numerous time withno answer to our emergency. The service manager finally came out and stated the roof was not installed correctly! The service manager came with crew and supervised repair to his satisfaction. The sales person called on 1-7-15 asking for a $1,400 check to cover materials for the repair thy did not perform correctly. The sales person threatened to put a lean against are mortagage if we did not pay it. American Dream has caused mental anguish in this family as well as finacial as we now have to repair 25-30 Ft. of cealing.

Business Response:

Our company contracted with Mr. ******** on 09/30/15 and completed the roof replacement on 11/04/15 per the approval of Mr. ********’s insurance company. On 11/09/16 our company received a call reporting that the satellite was installed incorrect and Ms. ******** reported exposed wholes left behind from the relocation of the satellite dish and she was worried for a possibly leak due to a snow storm coming. Our records indicate our Service Department contacted Ms. ******** regarding her concerns with no answer and no response on 11/10/15, but on the following day Ms. ******** reported a leak that our Service Department did address 12/17/16. Our office has spoken with Ms. ******** on 1/12/16 in which we resolved any ongoing concerns with their invoice. Ms. ******** stated she had not received the final invoice reflecting the balance due of $1000 that was emailed to her on 1/12/16. Ms. ******** stated she was happy with the outcome and has since submitted her final payment closing out her account with American Dream Home Improvement.

We ask if Mr. or Ms. ******** has any further questions or concerns to contact our office at ************ ****** * and we thank and value the business with our customer. 

Consumer Response:
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. I am however left with a ceiling now in need of repair on my dime because the job was not done right the first time.

Sincerely,

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

1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The subcontractors that they hired to redo my roof did not tarp my garage properly which resulted in a leak and having a great deal of items thrown away and had to redo my finished garage inside . They have not once came out to check my property or damages. It has been 3 months and I am out of pocket trying to fix the damages that they seem to not be able to fix themselves. They have not shown me any respect as I have shown them great patience for the lack of customer service skills that they have. They've had over 3 months to actually solve the situation and they are still dragging their feet which has resulted in more loss on my end. I've also requested to see their license of the person that they had subcontract and they have not yet provided me. And proof of insurance of the subcontractors and all their insurance. I think it is funny considering that the subcontractor offered to pay cash out of pocket after damages was done and not want me to report it to the larger company which is American home improvement. American home improvement is the company I hired to do the job. I contacted my sales rep before it rained and showed him images of how my garage was tarped. Even as a girl I know you tarp over the peak. He knew in an instant looking at that image that it wasn't tarped properly. Needless to say after my friends and myself for 4 hours of tarping the INSIDE Of my garage I am NOT a happy person. And they have yet to solve the issues that they caused. And heard that my sales rep no longer works for the company.

Desired Settlement: I want faster service I want to be more than a number and I want compensation for items lost pain and suffering and time worked on my garage that should have been all on them

Business Response:

The American Dream Home Improvement customer service center has been working with Ms. ***** regarding the complications that went on during her build since December 4th, 2015.   Multiple emails and phone calls have been exchanged regarding the events that took place.  American Dream Home Improvement had been asking for a list of materials and items that had been damaged and the documentation to back this up.  At this time, American Dream Home Improvement has agreed to resolve Ms. ******* issues with a credit towards her account in order for her to repair and/or replace any items that were damaged.  This offer was accepted by Ms. ***** and she has agreed to drop her dispute with American Dream Home Improvement.  American Dream Home Improvement is always willing to work with our homeowners on a reasonable and amicable solution to any problems that may arise with a build.  At this time, we consider this matter resolved.  If Ms. ***** has any further questions or concerns, we ask her to contact Customer Service ************ ****** **

Consumer Response:
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.

Sincerely,

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

1/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 6 weeks ago American Dream Home Improvement installed a new roof on our house. I was told they called the city for a roof inspection, but 10 days went by and nobody had told me the status of the inspection? So I called the city and they said, nobody had called in the inspection. At this point we really just want to get our solar panels back on the roof since we're paying $70 per month, so I let ADHI at which point they have an inspector come out the next day only to FAIL the inspection!. After I explain to ADHI why the inspection failed they immediately call the inspector to have him come out for a 2nd time to make sure he's correct? So now the roof has failed 2 inspections. 2 weeks later they fix the area pointed out in the inspectors correction notice, but then they put rolled roofing over an area that had been previously shingled and not part of the Inspectors correction notice. Ive spoken to several different people at this company, but cant get any satisfaction? We've since reversed our credit card payment to ADHI and spoke to Heather this morning from ADHI. Instead of saying, we're really sorry and will get that fixed today, she said, they cant do any roof work unless the temperature is above 50! Of course, after weeks of talking to several people at ADHI this is the first person to tell me this?! BTW yesterday the high was 48?!?! So now its been 6 weeks and maybe 6 more before my roof is finished and finally passes the inspection.

Desired Settlement: Really simple, reshingle a small portion of the roof and have the roof pass inspection so I can get my solar panels back on the roof! Its that simple! We would like to be reimbursed the cost to have our satellite dish repointed after the repair was completed and the cost of our solar panels while they havent been on the roof due to their failure to get it corrected and passed.

Business Response:

American Dream Home Improvement takes pride in our workmanship and our Customer Service, we appreciate our customer’s business as we know their home is their biggest investment.

Mr. ****** signed a contract with American Dream Home Improvement on 10/13/15 and the roof replacement was completed on 11/13/15.  We apologize to Mr. ****** about the delayed service at the property for the reapplication of the rolled roofing. Our company has since completed the service on 12/23/15 as explained to him prior the service was delayed as weather was permitting due to manufacture installation instructions. We have spoken to Mr. ****** on 12/24/15 and confirmed he is satisfied with the outcome of the service and he will be reinstalling the solar panels on his roof.  Our Service Department is still awaiting confirmation of the final inspection, upon notification we will inform Mr. ****** of the results.

Mr. ****** states that he’ll be reversing his payment back onto his account and will soon submit his final payment. We are requesting Mr. ****** to send a copy of the revised insurance estimate to Heather Hoak our Customer Service Supervisor in order to finalize the invoice. We ask for Mr. ****** to continue the line of communication as our company processes the completion of his account. If Mr. ****** has any further questions or concerns, direct them to ******* **** ************ *** ****

Consumer Response:
Complaint: ********

I am rejecting this response because: Roofing inspection failed a 4th TIME!!! December 28th inspection failed a 4th time for 3 line items!!! I want reimbursement for my dish to be reinstalled and for everyday my solar panels sit on the ground. This is the WORST COMPANY to deal with!!!

Sincerely,

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

Business Response:

Our office has spoken with Mr. ****** regarding his current failed inspection through the city in which we have a service scheduled to be completed, but we are not able to complete the corrective actions that are required due to weather permitting the materials to fully cooperate. Our Customer Service Supervisor did go over the details of the corrections with Mr. ****** on 01/04/16 and he had stated he understood, however wanted to be accommodated due to exceeding high costs with one of his monthly bills from the solar panels not being installed. We have agreed with Mr. ****** a reasonable and fair accommodation will be honored to resolve his concerns.

 Again, we apologize to Mr. ****** for delay. Weather is permitting proper sealing of the materials installed. Mr. ****** is a valued customer and we currently have the service ready to be completed once the temperatures comply for the corrections to pass inspection.

We request Mr. ****** to provide a copy of the revised insurance estimate in the meantime, in order for our office to finish processing the claim and finalization of his invoice. We ask if Mr. ****** has any further questions or concerns to contact ******* **** ************ *** ****

12/28/2015 Delivery Issues | Complaint Details Unavailable
12/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a very nice looking flashing over my bay window("stair step Flashing"). It was replaced with flashing that looked as if it was not done by a professional. I contacted the customer service department and I was told that they done do the type of flashing I originally had on there. I expressed that maybe someone should have told me that before it was removed. I didn't get anywhere with that! Then we had a VERY HARD RAIN. I had a leak inside my house by the flashing of the bay window. I contacted the service department. They told me that they were sending someone out. I talked to them and they said someone was out and had caulked around the flashing. The next day it rained again. I called and found out that they never send anyone the first time. That they were sending someone out. Someone came out and caulked. I didn't have anymore problems. Now its almost a year later and it is leaking again. I called the service department and have been getting the run around. Now they are telling me it's a structural problem and has nothing to do with what they original done. They have also lied and said I told them that this area has leaked for years. I never said that nor is this true. The leak started when the flashing was not put on correctly!! I'm not very happy with this and all I want them to do is the right thing!

Business Response: According to our records, Ms. Morgan signed a contract with American Dream Home Improvement on 8/6/14 for a full roof replacement completed on 11/5/14. Our office had later received contact from Ms. Morgan on 12/11/14 that she didn’t like the cosmetic look of the flashing installation above the bay window where the roof meets the brick of the home. Our office had set up a courtesy service for Ms. Morgan that was completed on 12/22/14 for the flashing in which we did additional caulking to the area to ensure the area was secure. On 12/23/14, Ms. Morgan reported to our office that she had a leak and water coming into the bay window area. Our service crew ended up coming out the same day to investigate the leak in which again, we added additional caulk as we did not see that the leak was coming from the bay window, however we believe water was coming into the home due to tuck pointing issues in which some of the bricks are cracked and mortar is needed on the home for proper maintenance.
On 12/23/15 our Sales Representative had spoken with Ms. Morgan stated she was happy with the outcome of the service and she had submitted final payment onto her account. It wasn’t until 11/18/15 Ms. Morgan again contacted our office and reported that she had a leak. Our Service Department had since spoken with Ms. Morgan asking if she had had tuck pointing done she had exclaimed that she had not. We have again, explained to Ms. Morgan she needs to have that done on her home, but refuses to think that it’s leaking due to tuck pointing. Our records indicate a photo provided by Ms. Morgan showing a leak on her ceiling and not where the bay window is on the first floor on the front side of the home. This is proof indicating that the leak Ms. Morgan is reporting is due to tuck pointing that is penetrating on the wall in the front of the second story window sill. Upon request, our office will provide these photos to the Better Business Bureau.
Our office has denied any allegations to the leak and request Ms. Morgan to provide a certified inspection indicating that the leak is in fact due to the roof installation from American Dream Home Improvement and if so, we would review it for further investigation. As of today, Ms. Morgan has not provided a report and states she will not send one. We ask is Ms. Morgan has any further questions or concerns to contact our Customer Service Department 877-266-8666 Option 2. 

12/22/2015 Problems with Product/Service
12/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My entire dealings with this company has been a complete nightmare from the start. I was told by their representative that my roof had major damages. I did have my gutter falling and a spot was leaking so I opened up an insurance claim with the help of their representative. Once that process was started I was told to call their rep James back when my adjuster had a date he was coming out. I called for over a week and left messages with no reply from this rep. I finally contacted the 1800 number and got his supervisor which I think his name was Clayton. he told me the man was fired and gave me another rep. The other rep came out with my insurance adjuster and my insurance company ultimately only approved for half of the roof, siding, painting of my ceiling, and a cover for my ac unit. This new rep had me pick out the color of the shingles for the roof. They had me sign a contract that had TBD in the estimate for materials to start their paperwork is what I was told. The entire time I have said I need to know totals because I need to know if I will have enough to pay you. Once the adjuster came back with half the roof can be covered I immediately contacted American Dream Home rep to ask about the estimates again because I was only approved for half the roof. He said he would get it to me that evening. He never sent the estimate. I called the next day to get the estimate and he said he would send it that day only for him not to send it. I then called Clayton the supervisor and let him know that I have made several requests for estimates and have not received them. He first told me well how we work is whatever your insurance check total is we cant charge more than that. I said first off that does not make sense because my check is for more things than the roof. He then changed the story and said he will have his rep call me back with the estimate. Needless to say I never got the estimate. A couple of weeks went by and I came home and materials were sitting in my lawn by the house. I immediately got on the phone and called the rep because I was confused on why the materials were at my house when I have not seen as estimate yet to know if I can afford the amount over what the insurance approved. He insisted oh I will get that out to you as soon as possible. I said well they cant start work until I know what I will have to pay. He said oh they are not scheduled out to do the work for another week we have time to go over the estimate. I went to work the next day after that call and came home and my entire full roof was done. I go inside the house and discover a hole in my ceiling. My daughter said it was because someone dropped something on the roof and said "oh ***** I immediately called that night to try and talk to the supervisor and he was not in. I asked to speak to someone else so I could make a complaint. I was forwarded to a voicemail so I left a message. The next day I received a call about my complaint. I told him one about the men starting the work without my permission because I did not have the estimate yet. I then told him that the people that did the roof have put a hole in my ceiling. He asked me to email pictures to him so I did. I waited a couple of days and I called they claim they didn't get the pictures. I re-sent the pictures. In the meantime I am told by their rep that they would take care of repairing all damages that were done to my house. I then get a call from the complaint area and they tell me they cannot fix my ceiling. I was upset at that point because first you did work that was not approved to do yet and then you damage my house and now you don't want to fix what you did. In the meantime their rep is telling me about gutters he is trying to put on the house. I said wait a minute the insurance did not approve the gutters and I don't have money for that. I said they also nailed back up my gutters when they did the roof so it does not need new gutters. He said ok and I thought at least that part was done. That is until I woke up one day to get dressed for work and heard some loud noise outside. I look outside and it is a foreign man that did not speak English putting up new gutters. He was on the last section apparently and had already done the back of the house. I know he did not speak English because I had a hard time getting him to understand I needed to get out of my driveway because they were blocking it. I am now really upset because this company has added an expense that I did not want after the fiasco with my ceiling. I wanted nothing else to do with the company until they fixed my ceiling. Next thing I know my insurance company is calling on why they charged over 6000 on the half of the roof and what about the siding. I had to explain to them how I have been scammed by this company and they tried to intervene and see why they charged so much when only half of the roof was messed up. Ultimately they were being difficult with my insurance agency and wont show them pictures as to why they had to do the whole roof instead of half before they did it. I have been getting several calls from American Dream Home. One person is telling me they cannot close out the account and give me a price until they get the insurance adjustment explaining what they are paying for. Another person told me I owed a balance when I told them how have they come up with a balance yet because no one has been out to fix my ceiling which was supposed to get a reduction from the price for their error. She said she will have someone call me back. Someone called me back and they threatened me about owing the bill. I did not even know what the bill was yet because my ceiling has not been fixed, they have not told me what was getting reduced or anything. I got nothing about harsher threats of collections. I get non stop phone calls about a bills that is not correct. I now get a noticed from the company with a bold orange sticker plastered on my front window of my house about owing a debt and if not paid in 5 days it will be further collections. So now are they harassing me about something that I don't owe yet because they have not fixed my property but they are also shaming me in front of my neighbors. this company is a disgrace and needs to stop scamming people. I am at work right now so I do not have all of the dates with me so I will have to guestimate and follow up with the real dates this weekend.

Desired Settlement: I actually would like a billing adjustment and a repair but I cannot choose both options. They need to put my ceiling back into the condition that it was in before their representative dropped something on my roof. They need to reduce my bill for the stuff I did not ask for and still did on their own to boost the price up. They need to give me the true estimates that I asked for before they did the work on my roof that was not approved yet because I had not seen totals to let them know if I had enough money to cover it.

Business Response:

Ms. **** signed a contract back on 06/27/15 with our company. Our office has tried to reach Ms. **** to resolve her account and concerns addressed in her complaint with little to no contact. We would like to apologize to Ms. **** regarding the misguided information and communication in the being of the process of filing a claim with our previous sales representative. Our contract agreement with Ms. **** encloses terms to be determined or TBD, based off of the sole discretion of the insurance company’s approval. The deductible is the only portion requested from our customer to pay towards their account balance due.  As of today, Ms. **** is in breach of contract with a final balance of $5,369 and no payments applied when the intial payment was due upon the arrival of materials.

Our records indicate Ms. **** originally reported ceiling damage to our office on 7/28/15 our office attempted to reach Ms. **** with a resolution to the damage on 7/28/15 and 7/31/15, but didn’t receive a returned call until 08/5/15. On this date, our customer service department informed Ms. **** that our company does not have the proper resources to complete the interior repair, however we are willing to pay for the damages with an estimate provided from Ms. **** from another company that can. Ms. **** is unwilling to provide an estimate of repair in which we have already agreed to compensate her based off of a legitimate estimate.

Although we understand Ms. **** is not happy about the damage to her property or the claim process with her insurance company, we were willing to accommodate her in the form of a credit. Our office reached out to Ms. **** on 11/16/15, 11/17/15, 11/18/15, and 11/19/15 in which she chose to hang up the phone. If Ms. **** wants to come to a resolution we ask her to contact Heather **** 877-266-8666 Ext. 140. 

Consumer Response:
Complaint: 10951678

I am rejecting this response because:I have spoken with Heather and she was yelling at me which resulted in my hanging up the phone. Heather is lying stating that I was unwilling to get another contractor to do the work and they would give me a credit. I never said I was not going to get another contractor. What I asked for was it is in writing that they would credit my bill for the work as this company has lied to me so many times. Heather was unwilling to do that and proceeded to tell me that I signed a contract with no totals and I was bound to pay whatever the balance was and they did not need my approval to complete the work. I stated to her that I specifically told the man before I signed it that I was not comfortable with signing that paper without totals. Her rep assured me that I would get the estimates and that I was not bound to it until they put totals on it. That was the reason I signed the paper that said TBD. I did not hang up the phone until she kept yelling at me and I told her I was not yelling at her and she did not need to yell at me. She kept yelling at me so I disconnected and hung up the phone. I called her back today as a matter of fact and explained that I cannot have long calls with their company throughout the day seeing as how I work and they dont allow it. I do not get off work until 6:30 pm. This Heather person has not tried to call me nor is she available at the times that I can talk. I do not appreciate her trying to say they were trying to work with me because she told me I owed it and there was nothing she was going to do. The contractor I did talk to has a problem coming out because someone else started the insurance work. I dont know how I am supposed to comply to that if I have a hard time getting someone else to touch something they messed up.

Sincerely,

Toya ****

Business Response: American Dream Home Improvement has been in constant communication with Ms. **** in order to come to a reasonable resolution to resolve her concerns in a timely matter. At this time we are still currently working out the invoice and waiting for Ms. **** to provide a copy of the estimate to repair the interior damage.
We apologize if Ms. **** feels our response and thorough information regarding the claim process and work performed related to her as being “yelled” at. Our company does take pride in our Customer Service as we provide top notch information to our customers to better assist them not only to help close their account, but for future claim endeavors.
Our office will continue the communication with Ms. **** in order to resolve her concerns. We ask Ms. **** to keep the communication lines open with our Customer Service Supervisor at 877-266-8666 Ext. 140. 

12/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Gutters were incomplete. not returned or restored to the proper condition. windows were not covered and down spouts left uncovered.

Desired Settlement: Complete the work that was not done

Business Response: American Dream Home Improvement has been in contact with Mr. **** regarding his concerns with the work performed. We do apologize to Mr. **** if he felt he had to escalate his concerns to the Better Business Bureau in order to resolve his issues. As of 11/30/15 the gutters were completed by our service crew and confirmed by Mr. **** that he is satisfied with the outcome.
Our office explained to Mr. **** that our company works off of the sole discretion of the insurance company’s approval, however his insurance company did not cover the cost to replace the window wraps as shown on the insurance estimate. Mr. **** is aware and understands the process.
Mr. **** has informed our office that his final payment for $10,530 was mailed on 12/2/15 that will close his account out with our company. We ask if Mr. **** has any further questions or concerns to contact our Customer Service Department at ************ ****** **

12/13/2015 Problems with Product/Service
12/8/2015 Problems with Product/Service
11/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My name and ******* ******* and I am writing this letter in regards to issues that I encountered with American Dreams Home Improvement. On October 20, 2015 I came home to un-known individuals in my yard that had ripped my roof off in its entirety. I had no clue that these individuals were coming to my house or even who they were. My yard was locked when I left for work on October 20th which means that the individuals that were working on my house had to climb over my fence in order to unlatch my gate to drive into my yard. My immediate thoughts were, they have illegally trespassed on my property. I contacted the customer service number in regards to my issue and the first gentleman was somewhat helpful, but I called a second time and the young lady that I spoke with was very rude and did not offer any solutions. Finally I found a local number and spoke with a young lady that connected me with ****** *****. I am not satisfied with how this process has been handled and I am unsure as to who and how you all expect to get paid for these unauthorized services. I never authorized anyone to come into my yard and perform. I did not authorize anyone to do any work on my house. The last conversation that took place was the work was being postponed. My concern is that I'm being forced to pay for services I didn't request. I thought someone honestly was playing a bad prank on me. I have nothing from American Dream Home with pricing or anything. They came by my house insisting I had hail damage and asked could they take a look. That was the extent of the conversation and I have documentation to prove I didn't authorize a future visit or any work. I think I'm being bullied to pay for these services and quite honestly, I don't know anything about this company, if they have a permit to perform these services, or if the prices are competitive for me to choose.

Desired Settlement: I'm requesting that all charges are removed from my account and explanation of why this company performed these services without my consent.

Business Response: American Dream Home Improvement reached out to Ms. ******* regarding the build that took place on her property.  We have discussed the lack of communication regarding her property and her build.  An offer was made to Ms. ******* regarding all of the problems that she has experienced with American Dream Home Improvement.  We are working towards an amicable resolution in order to move forward to accommodate our homeowner as well satisfy the work that was performed.  Ms. ******* is to follow up with Jeff Mate in our Account Resolutions Department after November 8th, 2015 at 877-******** *** ***.  We are confident that we can come to a fair agreement between both parties.  

11/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband signed a contract with American Dream Home Improvement (ADHI) to fix our roof after storm damage. The sales person told him they would fix the roof for what the insurance company would pay and that we would not have to pay our deductible due to the work that was not being completed. We thought the price had already been negotiated with the insurance company, because one of their guys went on the roof with our insurance adjuster. The insurance company paid approximately $5800 for the work ADHI completed. Since we had already received price quotes for several hundred less than that amount, we did not foresee any problem. When we received the 1st check, we deposited it. They called on a Saturday and wanted to pick up the check from my house immediately. I expressed concern that the check hadn't cleared yet because the bank had put a 5-day hold on it. They put a lot of pressure on me, so I allowed them to come get a check for the same amount as the first insurance check ($3654.27). Several weeks after the work was completed, we received an invoice in the mail on September 12 for $10,900 total (about $6800 after subtracting what we already paid). We called and told them there was no way we would pay that amount. They said not to worry, that they always invoice high so they can negotiate with the insurance company. I think they sent a second invoice stating we still owed $5000-6000, which I did not save. One of the representatives (he said his name was Reuben) called on approximately November 13 and gave a long excuse for why they had to charge $300 more than insurance paid for a water shield or something. I asked him "bottom line, what do I still owe?" He stated that we owed $2508.78. I said that was fine and as soon as I received an invoice reflecting that amount I would pay it. Two days later we received an invoice stating we owed $4238.88. I figured it just got crossed in the mail and another invoice would be forthcoming for the right amount. On November 20, I received a call from the company asking if they could pick up the 2nd check. I said that we still hadn't received a corrected invoice and that the representative had told us we owed $2508.78. He said he would email a corrected invoice. This morning I received an invoice for $3238.88. This is still $730.10 more than we were told.

Desired Settlement: We just want an invoice showing the correct amount so we can protect ourselves from any future attempts to collect from us.

Business Response: Our office has since communicated with *** ****** regarding her concerns for the final invoice and was able to resolve her complaint on 11/24/15. *** ****** contracted with American Dream Home Improvement for a roof replacement that was completed on 8/21/15. We understand how our billing process may appear to be confusing and apologize if *** ****** felt it was not explained thoroughly to her or had received the final invoice by mail. Our company invoices off of insurance proceeds meaning that the homeowner would only be responsible for their deductible as it states on her signed contract. *** ****** did agree to pay an additional $300 expense that was not covered by her insurance company due to code coverage. However, our records do not indicate *** ****** contacting our office requesting a copy of their final invoice or any concerns regarding the final invoice until the BBB complaint notified our office.
Since our office has rectified *** ******’s concerns with a copy of the final invoice totaling a balance due of $2,508. *** ****** has stated she will be submitting her final payment towards her account. We ask if *** ****** has any further questions or concerns to contact our Customer Service Department ************ ****** ** 

Consumer Response:

 
Better Business Bureau:

American Dream Home Improvement did finally give me a correct invoice.  If they don't have records of the multiple emails and phone calls when we told them the invoice was incorrect, then that is a problem with their staff not keeping appropriate records.  I am content with the resolution to my individual case, but urge any future customers to beware this company.

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

***** ****** 

11/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: we had two hail storms this early summer and I had used ADHI to get a new roof and gutters , this was in early June and I am still fighting with them we had two hail storms in early summer and I decided to go with ADHI (mistake) It started out fine with **** and **** and Hartford, but once the crews came in a different story. They came and did the roof and did not do the shed, no body came to inspect the job...had I not texted **** the shed would not have gotten done. Then the day they should have come to do the shed - no show. so I texted **** and they came the next day, only to leave behind all the shingles and trumped on plants (protect you landscaping - ????) so I texted and sent pictures to **** and it was cleaned up. If I would have not noticed they, I would have been paying for something said to be done and not done. Where is the follow up on work being done??? So now come the gutters, after being told a week or two (that they are behind), I had to text **** and was told they forgot to order. so finally after texts to **** the gutters got installed. What a joke, the are uneven, they didn't replace drip egde or gutter guard (which I paid for and **** (****** supervisor said that it would look great when done) They left up the old gutter guard (old and dirty) and then didn't even screw it down (I now have leaves getting up under) speaking of - I had asked **** to price out gutter caps , never done ???? when **** came out (regional project manager) I asked him to price out, never done and my gutters are on hold because the day **** was here the gutter guy *** said that he would come back and fix an issue in the back of the house but would wait until **** gave me a quote on the gutter caps. plus gutters are hung uneven - *** (from Missouri - storm chaser) tryed to tell me they are hung that way because of the pitch. well upon research and looking at everybody elses gutters , even with the pitch it should not be noticeable - will mine sure is??? Also I paid for a drip edge/gutter apron, which they did not replace - thet left the old dirty ones on and not even screwed down in spots??? I also paid for metal valleys, which they did not put on - I don't like the way it looks with the shingle having a dead egde. I need some help getting this taken care of. Plus we still need to dicuss the missing garden globe, broken solare light, plants that are now dead from being stepped on and branches they broke off my trees????

Desired Settlement: I want my metal valleys put back in, also want the new drip egde/gutter guard installed (as a curtosy check from our city inspector)he said as the customer I can have them take the gutters down and redo them - that it what we agreed on with Hartford and ADHI. so I want a new gutter guard installed and my gutters hung even. Also need to be componsated for missing garden globe, broken solar light, plants killed and tree branches broken...not to speak of this being a three month project

Business Response: American Dream Home Improvement has been in contact with *** ***** on multiple occasions to resolve any outstanding issues as indicated in their complaint. Our Service Technician went out to the property on 10/26/15 completing the reported issue with the ice and water shield. Although *** ***** states that she wants the metal valley put back up it has been communicated to her that the metal valley was not installed due to the ice and water shield constituting as a substitute and an upgrade. Ice and water shield counter acts as an additional water barrier compared to the old version of a metal valley.
Our Service Department has a scheduled date to come out to the property to complete the gutter apron weather permitting as this was not done during the replacement of the gutters. We have since apologized to *** ***** due to the installation being over seen by our gutter crew. Our company will not be performing any additional work for the gutter guards as *** ***** requests due to her insurance company not covering it. *** ***** understands and will seek completion of the gutter guards elsewhere.
Customer Service Supervisor, ******* ***** is working diligently with *** ***** to resolve any damages that occurred at the property. We have reiterated to *** ***** per her signed contract that our company is not responsible, but we are willing at this time to accommodate her at a reasonable request. We ask if *** ***** has any further questions or concerns to contact ******* **** directly ************ **** ****

Consumer Response:

 
Complaint: ********

I am rejecting this response because: gutter aprons have not been replaced, just a add on (bandaid fix) more response to come.....I am making notes and will add to this response 

 

Sincerely,

*** *****

Business Response: On 11/16/15 *** ****** our Cooperate Service Manager, and our Customer Service Supervisor ******* **** had completed a conference call in order to come to a reasonable resolution with *** ***** and her concerns with the install of the gutter apron. *** ***** reported there is nothing physically wrong with the install, however she reports she just doesn’t like the install cosmetically. In order to accommodate *** ***** as a courtesy we came to an agreement upon written correspondence by email that our company will redo the installation of the gutter apron if *** ***** pays her account in full. *** ***** had agreed on our recorded line that she would be happy with that outcome.
Our office had submitted an email to *** ***** on 11/18/15, as requested by *** ***** in which she responded on 11/24/15 rejecting the resolution. We are in communication with *** ***** to come to reasonable resolution that will benefit both parties involved in a timely matter. We ask that *** ***** contacts ******* **** ************ *** *** to continue the open line of communication in hopes to come to a reasonable resolution. 

11/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/23/15 Salesman: ***** came to my home and said he was inspecting home in the area for hail damage and that it wouldn't cost me anything for him to take a look at our roof and siding. He said if there was evidence of damage he could get insurance to pay for the damage and it would only cost me my deductible. I agreed and of course he found damage. I called my insurance company and they sent someone out to meet with ***** and go over the areas of damage. My insurance company phoned me and said yes there is damage to one side of the house, half of the roof and my entire garage roof. I informed ***** of this and he then asked me to sign a waiver that grants them the power to deal directly with the insurance company, which I would not sign, as I wanted to be involved in all facets of the transaction. ***** then informed me that they could do my entire roof, garage roof and siding for one price and again, I would only be responsible for the deductible (he even gave me a bonus and said he would take $100 off my deductible and I would only have to pay $1900). He asked what color shingles and siding I wanted and I said give me a couple days to think about it. In the meantime, he needed to take a sample of my existing siding (aluminum) and submit to the insurance company to see if they could find a match, because if they couldn't, the entire house (3 sides total) would have to be replaced. For 2 weeks I inquired with my insurance company whether they had received the sample, and they had not.. in the meantime, materials had been delivered to my home and they had begun to tear off the old roof and some of the siding. I texted ***** and asked why they were doing that when he hadn't even submitted a sample to my insurance agent to see if they could find matching siding. He informed me that he had submitted the sample and didn't think that they would find a match.. Also, I informed him that I was concerned that I hadn't received an itemized bill for what it would cost. After several days he finally gave me a bill in the amount of $8706.75, which I asked if that would cover everything (I have a small ranch home), and he told me yes, and that I would still only need to pay my deductible (which would now be $1900 because of the deal he gave me). I said fine and let them continue their work.. in the meantime, my insurance agent still hadn't gotten the siding sample and my house was about 80% done.. I asked ***** what was going on.. he said the sample that he sent was too small and he needed another one.. I asked where he was gonna get it and he said my house (now remember, the work on my house was almost completed and there was no old siding left on it). A few days later I followed up with my insurance agent and asked about the siding and he informed me that they couldn't find a match and he would send out the new coverage details. I had given ***** a cashier's check for $3000 by then and my insurance agent suggested that is all I give him until we get the billing figured out. Lo and behold, my agent gets a bill for the American Dream home office in the amount of: $20,043.71 (this WAS itemized).. My insurance agent informs me that these kind of companies are basically storm chasers and will try to milk as much out of the insurance company as they can, and that my insurance will definitely not be paying in excess of $20K. NOW I'm PISSED. I text ***** and ask what the **** is going on.. that the new bill is more than double the agreed amount. He replies that he doesn't know, that he's just the salesman and I need to call the home office.. I inform him that NO you told me what it would cost, what I would be responsible for and that it was a pretty cut and dry process, so no, YOU need to talk to me. He promised to talk to the home office and call me back.. needless to say, I haven't heard from him, but I did request a copy of the billing from my agent, AND American Dream mailed me a bill (not itemized as I'm sure you'd expect).

Desired Settlement: I want them to honor the original price provided to me, the agreement between Chris and I that I will only have to pay $1900 deductible, remove excess charges that is obviously included in the billing to my insurance company: detach and replace satellite system: $128.88 (it was not re-attached because it was there when we moved in, in fact I gave it to one of the workers), adjust charges for "premium" roofing and siding.. neither of which appear to be premium quality: $4359.40 (roofing) $4829 (siding), remove dumpster charge: $$429.53 (the company loaded all the garbage into one of the pickup trucks they arrived in), they reattached my existing roof vents, but American Dream charged me for new ones: $114.18. And I want them to accept whatever payment my insurance company will cover.

Business Response: We regret that *** ******** felt he had to escalate his concerns to the Better Business Bureau. We feel confident that this matter could have been resolved by speaking with one of our Customer Service Representatives which our records indicate no contact from *** ********. Our office attempted to reach *** ******** on several occasions to resolve his billing discrepancies and on 11/11/15 and our Customer Service Supervisor was able to rectify the situation. We understand that our billing process may appear to be confusing and we apologize if *** ******** felt it was not explained to him thoroughly.
American Dream Home Improvement has come to an agreement reaching a finalized invoice with Mr. ********* insurance company totaling $12,814 and an applied payment of $3000 leaving a balance due of $9,814. We have confirmed at this time, Mr. ********* insurance company is still in the process of releasing the final payment, once received, *** ******** is aware the insurance payment is due along with *** ******** deductible in order to close his account. *** ******** states he is satisfied with the outcome and he will be replying to the Better Business Bureau. We ask that if *** ******** has any further questions or concerns to direct them to ******* **** ************ *** **** 

11/23/2015 Billing/Collection Issues | Complaint Details Unavailable
11/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They put shingles on the peak running opposite directions meeting at the under tab. They meet at the under tab and they are exposed. This is on two different peaks. They are also working on a house down the alley from me. Today they were carrying off materials paid for by myself and my insurance to the other house they are working on. So now they will charge them and their insurance for the materials that they took from my house! I already told that home owner about this. I've contacted the contractor. He only texted me a number to call. I've called and left a message with no response. I'm now hearing from neighbors who have used this company and are not happy with them either. One is refusing payment to them. I was also unsure of the legal status of the workers at my home as well. I couldn't communicate with them because they couldn't speak English. My yard is also a mess with debris everywhere. I have requested an invoice of the materials that was dropped at my house. I wanted a detailed description of all costs and charges for the work and materials. I know that any unused materials can be fefunded.

Desired Settlement: A detailed description of cost of the job itself, invoice for the materials dropped at my home and of what can be returned for a refund. Refund for materials used on neighbors house taken from my property. I would also like my roof fixed with the shingles installed correctly.

Business Response: Our Customer Service Supervisor was in contact with Ms. ***** regarding her expressed concerns on 11/5/15. Ms. ***** did confirm that our roofing crew came back out the following day to complete the two peaks and cleanup of debris. Ms. ***** expressed she was satisfied regarding the outcome. It was explained to Ms. ***** that our left over materials at the property are simply our ordered materials that are accounted for and Ms. ***** is only being charged based of the insurance company’s measurements and approval. Our company can not discuss our customers’ accounts with Ms. *****, however we are a licensed and certified contractor. Even though Ms. ***** discloses some of our crew members did not speak English our company does not discriminate upon language preference.
American Dream Home Improvement was able to come to a final total for the replacement cost of $14,409 based off of the insurance company’s estimate. As of today, Ms. ***** has not paid towards her account and we are requesting for payment in full per her signed contract. Although we have tried to communicate with Ms. *****, we have not received a returned call or payment onto her account. We ask if Ms. ***** has any further questions to contact ******* **** ************ Ext 140 or submit her final payment to close her account. 

11/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired American Dream Home Improvement to replace a damaged roof on a rental property of mine. From day one the company did a poor job handling their business. There was no communication as promised in regards to material delivery, roof removal, roof installation, and resolution to the final inspection. The roofers were incredibly rude, and they were extremely disrespectful towards the property. They left piles of trash that blocked entry to the property. There were nails throughout the yard. Overall the job site was a mess. The roof installation went just as poorly. Flashing was not done properly, roof vents are crocked, and the gutters were not slopped to properly allow draining. After numerous phone calls and complaints to American Dream Home Improvement, some of the issues were resolved. After much pain, I decided to accept defeat on most items. American Dream Home Improvement promised that I would not have to pay until I receive proof of final inspection from the city. We agreed that materials would be paid for upon delivery. I have paid for the goods delivered as promised; however months have passed and American Dream Home Improvement has not provided proof of inspection. American Dream Home Improvement does provide a non -stop barrage of harassing phone calls about the balance on my account though. The harassment I have received from them for payment for a job that is not complete, until the city proves the work was done competently, has been taxing to me. The job was covered by the insurance company, so it is not a matter of money. The lack of respect American Dream Home Improvement has for following up on the work they have completed is disturbing. They have even threatened to put a lien on the property or send it to collections. I am not withholding payment, I am waiting for the work to be completed.

Desired Settlement: All I would like American Dream Home Improvement to do is get proof that the work is acceptable to the city inspector, so that I can pay the remainder of the bill.

Business Response:

American Dream Home Improvement would like to formally apologize to Mr. ****** that he had to file a complaint due to lack of communication with our company regarding his concerns. We have since resolved Mr. ******** concerns regarding workmanship performed at the property on 11/5/15 and Mr. ****** reported he was satisfied with the outcome per our records on 11/11/15.  As per our contract Mr. ****** signed on 07/01/15 half payment is due upon the arrival of materials and balance is due upon completion of the work. We understand Mr. ******** discretion submitting final payment until the completion of the inspection is performed, however the contract signed states otherwise. We have communicated with Mr. ****** regarding final payment and we are willing to accommodate him as he expressed and will remit half of the outstanding balance $2,186 and the final balance upon completion of the city’s inspection.

Again, we apologize to Mr. ****** if he feels our company has lack of communication and respect towards his account and appreciate our customer’s feedback for future accounts. Our company does not need make sure we take necessary precautions to ensure an account does get closed out in a timely matter. If Mr. ****** has any further questions or concerns we ask him to contact ******* Hoak directly ***********6 Ext. 140.

Consumer Response:
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.

Sincerely,

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

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Written and oral contracts by *** ********* *** said he would give discounts of $100 each for putting a sign in the front yard, watch a vidio, and a military veteran, totals $300. He said it was OK for my son to remove shingles and that they would start installing Thursday Aug 27th. My son would remove the shingles 24th through Thursday the 27th. *** agreed this would work great so they could get the shingles on right away in case of rain. *** spoke to me on Thursday August 20th and said he was changing the date to Monday the 24th or they would start a different house and we would be pushed back. My son works Weekends and I took that weekend off to move my daughter to collage. *** knew this. The only thing I could do is come home early Saturday the 22nd and pull the shingles off myself.. I spent all day Saturday working on roof Worried about meeting there new deadline. I had a heat stroke, asma attack, sever back pain,a migraine headache and ended up in the hospital for almost 3 days and they didn't even show up Monday 24th. I called *** several times explaining to him that rain was in the forecast and unless someone covered my roof it would leak and he kept telling me they would be there in the morning, they be there at noon, they're just around the corner but they never showed up. And finely at 8:00 pm on August 27th **** an employee and the employees son showed up to cover the roof and when they came off the roof they said it would not leak. It rained and It did leak which ruened the garage celling, insolation and stained the kitchen celling. They refuse to pay for the water damage though they broke contracts. I informed *** at the beginning that I have cameras and I would be recording so I have recordings of verbal contracts.$20000 check accidently sent to them in my name was withheld from me, roof not installed till Oct. 4th, broken lights, trampled plants, trash and nails left everwhere, bad shingles,10/28/15 still waiting for repairs of bad shingles and trash under them. I have pictures

Desired Settlement: Repair bad shingles on roof correctly by installing new ones to replace the bad ones they installed. money to have someone repair garage and kitchen celling. new ground border lights and plants that were broken, to only pay for the items they replaced on the insurance sheet and the extra roof I had installed. Insurance sheet is detailed to each item but there recept to me was modified 3 times to say different from insurance and does not remove items I did.

Business Response:

Although we understand why *** ***** would be upset with ADHI for health issues he suffered, it is clear that he took it upon himself to remove the shingles on his own. It is not common practice for homeowners to remove shingles and other debris on their own. Our standard pricing includes the tear off, as does the insurance company’s. However, *** ***** was very adamant about preforming this part with his son and is liable for any issues that may come of it, not American Dream Home Improvement.

We would also like to point out that half way through the tear off process, *** ***** reached out to his Sales Representative and asked for ADHI to step in and remove the rest of the debris. The Sales Representative advised *** ***** that in order to accommodate his request, we’d have to push back the roof install. Another concern he had was the state of his roof as we could not get a crew out to his property within 24 hours. *** ***** declined our help and proceeded to finish the roof removal himself.

Our crew did visit the property to make the roof watertight, thereafter. A storm came in and water damage occurred on the garage and kitchen ceiling. Although we are not liable for this damage, we did extend a $600 discount for his inconvenience.

Our contract also clearly states that we are not responsible for damage to landscaping lights, plants or leftover material, however we did extend an additional discount in the amount of $100. At this point, we have offered yet another $500 discount in order to close this account which *** ***** has yetto agree on.

A service appointment has been scheduled for November 11th to address and repair faulty shingles. All concerns should be resolved by tomorrow evening and we request that final payment be made by Friday, November 13th in the amount of $13,594.10.

We thank the BBB for bringing this matter to our attention and any further questions may be directed to Heather Hoak at 877-266-8666 ext 140.


Consumer Response:
Complaint: ********

I am rejecting this response because: ADHI continues to disrespect the time, feelings, and STRESS that they are putting my wife and I through. The 2 and 1/2 days I spent in the hospital included Migrane headakes and athsma attacks that are easily TRIGGERED BY STRESS and my wife and I have been very stressed because of all the trouble with ADHI so they are directly responsible for at least half of my medical bill. As they mentioned in there response they were to be at my house again today (11/11/2015) and they were NO CALL NO SHOW. Today was Vetrand day and I am a DISABLED VETERAN so I would have loved to go out to the airfield with my friends and other veterans instead of waiting for them to not show up. I spoke to ***** **** insurance today about the incorrect ridge vents that were installed (VERRY CHEEP VENTS) And ADHI refuse to replace with the correct vents saying insurance did not pay for the original type and this is simply not true. They are supposed to be professanel roofers and they looked at my roof knowing what was up there and know that if it is insurance claim it needs to be equal or better quality. I should not have to get another inspector on my roof to tell me that the installation of the shingles and ridge vents is substandard product and workmanship. Just think of how many of there customers have no idea what is on there roof. The insurance (***** ***** has pictures of the ridge vents befor they were removed that proves the ones they installed are not correct and they need to replace them with the right ones at no cost to me or ***** ***** They also mentioned that they are not responsible for the property damage per there contract. I do not know of anything in the contract That said they are not responsible for damage due to flagrant damage abuse and misuse of my property and landscape This is simply them being lazy. They had many places that they could have put there laders and throw there scraps down that would have avoided damaging my lights and flowers. What is funny is that I removed the all the shingles without damaging anything. I am still having stress headakes and The stress of this is taking its tole on my wife to. They are trying to demand payment on shingles and ridge vents that are not installed correctly, damaged, and substandard material. I am not going to pay them for that. There own worker (*****) told me that they got shingles from the same lot that was returned the first time that were deteriorated and old.  He also said the roof he put on looked like it has Been through a hale storm already. They flat out lied to me and told me they were from a diferant lot. I am getting tired of there misleading answers, lies, and wasting my time. I also lost two days wages for the time I was in the hospital. If they do not come to a reasonable solution and repairs for my roof by next week I am going to hire another company to do the repairs/replacment of the roof and vents by another company and the costs of those repairs will be deducted from payments to ADHI. ***** **** has advised me to contact a lawyer to deal with these issuues and pursue medical bills and lost wages related to the stress and worries. There are many bills including respiratory therapy and pain meds related to the athsma and stress headaches that I am still having. I asked for very little help from them for these bills and they rejected it so If this is not settled by next week I will pursue more resanable payments for medical bills and deductibles for these items. 

Sincerely,
****** *****
****** *****

11/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were contacted by ******* a representative for this company. She said they were replacing a roof on a neighbor's home due to hail damage. After hearing her pitch we agreed to having this company proceed with the repair. After the roof & gutter was replaced a company rep contacted us wanting another $200 for flashing they'd already put on. We weren't contacted prior to them installing it & they wanted us to pay them. After a discussion we agreed to pay $100 for the flashing. ******, the company rep, told us we would pay $1,000 deductible with ******** Mutual paying the balance. We would receive from them a check covering part of the cost & we were to sign it over to ******. We gave them (****** & her boss, ***) the check from the insurance company & they wanted us to give them the $1,000, too. ****** again told us she'd contact our insurance company for the balance the insurance company had agreed to cover. We weren't prepared to hand over $1,000 without first moving money from the credit union to our bank. Had they made arrangements in advance as to when they were arriving we would have been prepared. This was on a Friday, we moved the funds on Sat. & they never returned. By that time the first bill arrived so we sent the $1,000 check with a note that ****** told us she'd contact our insurance company. We received another bill for the remainder of $2,563.82, so I wrote them AGAIN & told them ****** told us she'd contact our insurance company for the balance, plus we sent a copy of our cancelled check for $1,000. In yesterday's mail we received yet another bill from American Dream Home Improvement PLUS a giant fluorescent orange sticker on the outside of the envelope that says "Final Notice Before Action" "It is a legal requirement, etc." then "To avoid American Dream Home Improvement from taking any further action please call us at ************ within 5 days of receiving this notice". I can assure you I don't trust them & won't speak to them in person or via phone now or in the future. We have drafted a letter to them once again explaining what we've been told by their company rep and we're posting it in the mail 9/23 certified, return receipt requested. We will also include yet another copy our cancelled check. No wonder this company has had 147 complaints filed against them. We appreciate any assistance you can provide. We're also filing a complaint with the ******** Better Business Bureau.

Desired Settlement: We want them to contact their representative, ******, to find out what's going on with the balance. We no longer have her contact information. We don't appreciate being threatened, either.

Business Response: Our office has been in contact with *** ****** regarding her complaint and has since resolved and addressed her concerns. *** ****** contracted with American Dream Home Improvement on 06/05/15. The repair for the flashing that was completed at the property was an additional expense *** ******* insurance company would not pay out for. Our company contacted the insurance company on 9/25/15 and confirmed they had not released the final depreciation on the claim and will be releasing it within 7-10 business days. Since the call has been made we had informed *** ****** of the update and she will keep the line of communication open with our office. It has been explained to *** ****** as a company's perspective that a customer neglects communication on an account we must ensure the proper actions of communication even if notices have to be sent to our customers.
American Dream Home Improvement has an A+ rating with the Better Business Bureau, we have 14 different locations, and last year we completed over 9,000 roofs. As a company we take pride in our customer service and hope that further questions or concerns can be addressed with our office. We ask that *** ****** continues the line of communication with our Customer Service Supervisor ******* **** *** *** in order to close her account with the final insurance payment soon to be received.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their explanation. Indeed, I did write on the first few bills they sent that "******", their company representative had told me she would take care of contacting our insurance company. We no longer had ******'s phone number so we were unable to contact her. The company DID NOT respond to my notes UNTIL I filed a complaint with the BBB. The open lines of communication problems were on their side, not ours. And to clarify the additional flashing charge, the company did not include that in their contract, in fact, there was no mention made of any flashing. It was two months AFTER the roof & gutters had been installed that we were contacted by the company, again by phone, that it would cost an additional $200. We could have told them we wouldn't pay any extra but we thought the right thing to do was to split the cost and so we agreed to pay an additional $100 for the flashing. All in all we would not recommend this company to do any work for homeowners. They are extremely difficult to work with after the work is completed. We only hope their product really does stand up to what they promised so we don't have to contact them again. They ignored our requests/responses made in writing until we filed a BBB complaint. We received the check from the insurance company on 10/14 and posted it to them with a $100 check on 10/15. We couldn't have sent it to them any faster. Had they followed through with what they agreed to do (contact our insurance company) they would have received payment sooner.

Business Response: After our company received the second response from *** ******, we spoke with her on 10/19/15 as she was confused and thought she had to respond even though we had reached a resolution. Although *** ****** did send the final payment to our company the payment has not cleared as we are awaiting endorsement approval to process that final check. As of today 10/24/15, our office has sent *** ****** documentation for endorsement.
We regret that *** ****** had to file a complaint in order to resolve any outstanding concerns on her account. Our records never indicated *** ****** having concerns regarding the balance due. We understand our invoicing process may be confusing as we work off insurance proceeds. Once *** ****** check clears on her account we can send her the warranty.

11/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I was approached by them, the salesman told me I had a $2000 deductible. He informed me that i roof needed repair and that my gutters also needed repair. He said that they would put the gutters on the quote and they would not fix the gutters. We could then use the money from the gutters to pay the deductible. He told me there would be no out of pocket money for me. Our insurance company never came out, but the original quote that ADHI gave me was for approximately $12,000. By the time it got to the insurance company it was closer to !17,000 and it was questioned as to why they had to do certain things. In both cases the gutters were not on the list. When the insurance company agreed with them for $13,090.75, they cam back to me and said that I had to pay the deductible. I think there business practices are shady. I believe that they would have not charged me the deductible if they had gotten the fluff money from the insurance company but when they were called on it by my claim rep (he said they were trying to put in profit when they used multiplier trades more than 3 and were only using two, things of that nature). Put on top of that, the material was delivered to my house and it waited for 3 weeks. The material was then sent to be picked up without notifying me. I spent a day trying to figure this out. Then they didn't schedule the work on the roof and just showed up and things feel off my wall. I don't trust this company, I don't trust their representatives. I think they lie to customers and I think they lie to insurance companies.

Desired Settlement: I was told and sold on the fact that there would be no out of pocket expenses, now I have a bill of $2306. I am not sure how this happened. I don't think I should have to pay, since the only reason I agreed was because i was told no out of pocket expenses.

Business Response: Our office has tried to reach out to *** ********* regarding his expressed concerns with his final invoice. We have called *** ********* on 10/2/15, 10/8/15, 10/12/15, and today 10/13/15 with no response back. We understanding that our billing process may seem confusing as we work off of insurance proceeds. When filing a claim the homeowner is responsible for paying their deductible as stated on the signed contract *** ********* signed on 10/2/14.
American Dream Home Improvement apologizes to *** ********* if he feels he was lied too, but again as stated on the contract agreement *** ********* is responsible for the deductible when filing a claim. We regret that he had to file a complaint when this could have been resolved with our office on a reasonable resolution. At this time, due to lack of communication we our offering an administrative close towards *** *********'s account without warranty. Should *** ********* want a workmanship warranty we ask him to contact ******* **** Customer Service Supervisor ************ *** ****

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I apologize for not responding. I was out of the country at the time of those calls and my phone does not have international calling. I understand that I signed an agreement, but you did not address the fact that your sales person lied to me, that he did not follow through on what he promised to do (he did not put in for a claim for the gutters), and your response is to threaten to remove my warranty. I think this is unethical and I will be filing notice with both the insurance company and my both local and state government officials to tell them how I feel about your business practices. I will contact you on Monday, but do not appreciate the threats, is this really how you want to be known in business.

Business Response: After receiving *** **********s recent correspondence our office has not received a call as indicated in his complaint. We have again contacted *** ********* on 10/28/15, 11/2/15, and 11/3/15 leaving voicemails to contact our Customer Service Supervisor ******* **** ************ *** ****
We understand that our billing process may seem confusing as we work based off of the sole discretion of the insurance companies approval, however *** *********** insurance company did not approve of the full replacement of the gutters. We apologize if there was any miscommunication with *** ********* and our Sales Representative and we will take into consideration for future accounts.  American Dream Home Improvement will continue to try to contact *** ********* and open the line of communication to resolve any outstanding concerns and accommodations to resolve this matter. Our company will honor *** *********** warranty once his account is paid in full per his signed contract or once our office can speak with *** ********n to come to a reasonable resolution. We ask for *** ********* to contact ******* **** *** *** to address any further questions. 

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Dream replaced my roof 2 years ago. The ceiling leaked in April. They claimed to fix the leak, but 3 days later it leaked again and they fixed it. Last month it leaked again. It took 2 weeks this time and several calls to their service department, headquarters, and customer service before they served their repair team. They just showed up without any prior notification and did some work. Their service manager then emailed me that I have problems with the stucco of my chimney which is causing the leak. It has nothing to do with the roof replacement they did, he added. I had somebody check the roof and take pictures showing poor work Home Dream did. Is showed obvious gaps and holes and poor application of cheap caulk they used. We discovered several other leaks. I talked to American Dream service department again. The manager requested the third party report. I sent him the photos but heard not from him. I emailed him ( ******* ******* and emailed customer service manager ( ***** ***** requesting they repair the roof per their warranty before the winter, but I did not hear from them so far.

Desired Settlement: Fix all the leaks with good material and paint the ceiling inside the house in every room where there is a leak.

Business Response: Our office acknowledges the ongoing leak issues with *** ******* home. Although, we do not believe these leaks are a result of our workmanship, we will send a Service Technician to meet with *** ***** and inspect his roof and interior damage. We ask that *** ***** send us any inspection reports he's received from other contractors for review. We will be in touch with him to schedule an appointment and we ask that he contacts ******* **** ** ************ ********* *** if he needs anything in the meantime.

11/12/2015 Problems with Product/Service | Complaint Details Unavailable
11/10/2015 Problems with Product/Service | Complaint Details Unavailable
11/10/2015 Problems with Product/Service
11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They started work on my home, but never gave me an estimate. They started working on my roof September 2015. I should have gotten an estimate, and they want way more money than I have to pay. They want more than $12000. They are claiming to had done things that they did not do, and they want me to pay them for it. They have not finished the job, and they are over charging me. I want them to finish the job, and not over charge me like they are trying to do. They never told us this was a $12000 job. We would never hire someone for more than we can afford. If they gave us a $12000 written estimate we would have never hired them. My wife and I are senior citizens, and we can not afford to be charged more than what the job is worth.

Desired Settlement: I want them to give me a true and final bill and not charge me jobs that they did not perform.

Business Response: *** **** signed a contract bid with American Dream Home Improvement on June 20th of 2015. The contract that was signed by *** **** states that he gives permission to American Dream Home Improvement to pursue the homeowner's best interests for a roof/siding replacement at a "Price Agreeable" to the insurance company and ADHI, Inc. with no out of pocket cost to the homeowner except for the deductible. Per our company policy and our contract, we negotiate the final total owed with the insurance company. The original bill sent to *** **** was not the final invoice and was still in a negotiating period with the insurance company. Once this bill was reconciled and finalized with the insurance company, we then adjusted our invoice to match the release of replacement cost value with the insurance company. We apologize if our billing procedure was not communicated clearly to *** ****. However, we feel that this complaint is due to his misunderstanding over billing. American Dream Home Improvement spends a good amount of time on the front end of these claims to ensure that the insurance companies are commit to funding their policy holder's claim for the full scope of the work.
We are sending *** **** a copy of his adjuster's estimate that shows where the final invoice price is taken as well as all of his information regarding payments as well as his deductible amount. We are also sending *** **** a copy of his most up to date invoice showing the matching total of what was covered by his insurance company. After speaking to *** ****, our Accounts Resolutions Director **** **** informed him that he is willing to work towards an amicable resolution. *** **** is to contact **** **** directly once he receives the documentation that **** **** is sending him. Our office would be happy to forward these documents to the BBB as well upon request. If *** **** has any further questions we ask him to contact **** **** ************ *** ****

11/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This began when an ADHI rep knocked at our door. He was asking about our roof. He did an inspection, & determined that the roof had sustained hail damage. Speaking with my wife he also noticed what appeared to be hail damage to our alum siding. This contact was made with my wife while I was at work. She told him to stop back by the house after I was home which he did. He told me everything that he discussed with my her & asked me to sign off on his sheet which I did. This presents a point that seems to have been overlooked by ADHI in that I do not have legal ownership in the home as the home was purchased by my wife before we were married. The house is completely in her name mortgage & all. This means I cannot authorize a contract regarding the house in any manner. Regardless, once our sales rep submitted the claim to our ins co the ins co sent out their own inspector. After an inspection of the home the ins co did not agree with the ADHI assessment & declined the roof work. However they did state that we had hail damage on three sides of the house & hail damage to the roof of the unattached garage. While onsite the ins adjuster presented us with a check for the amount that she determined. The dollar values that were presented to us were for replacement alum siding not vinyl. The ins co adjuster asked if she could get a sample of our current siding to see if it could be found. We have an older style of siding with would grain embossed in it. Meanwhile during the ins co inspection our ADHI sales rep shadowed her. In fact, the sales rep called his supervisor who was also in the neighborhood over to talk to us about this project. He told us that he was almost positive that our style of alum siding was not available anymore & that the cost of the vinyl siding that they offered was a substantially lower cost. Because of this they would be able to do the 4th side of the home at no additional cost. All of the above transpired over a 2 week period between the initial visit of the ADHI sales rep & the inspection done by our ins co. During this entire time we had been visited by the sales rep & his supervisor twice. Each time we were reassured that the only cost we would incur was our $1000 deductible. On the last visit before materials were ordered my wife reiterated the fact that it still seemed like this was all too good to be true & the supervisor assured us that our cost would not be over the $1000 deductible. He went so far as to say that if we decided not to spend the $1000 the ins company gave us to do the garage roof we could use that money as our deductible so our out of pocket would be zero. This is what we decided to do. We asked for a written estimate to do the work that was being discussed. Our ins policy states that if we select a contractor whose estimate is higher than theirs we need to contact the ins co. We were denied that opportunity then we were told they would not provide a written estimate. We were told ADHI does not work that way. We were told by our sales rep supervisor as he sat in our living room that he has worked with our ins company hundreds of times annually. He said that any cost discrepancies between the ins co & ADHI would be worked out between them, & that we would not have to be involved. All that we had to do was h& over the ins check once materials were ordered that they would take care of getting the check endorsed by the mortgage co. We were told our final obligation would be to forward the 2nd check the ins co sends once work is complete which we did. Under the terms section of the agreement, it states the following: By signing this agreement the homeowner confirms they were given the Consumer Rights Pamphlet & authorizes ADHI Inc. to pursue the homeowner's best interest for a siding replacement or repair at a price agreeable to the ins co. & ADHI, with no additional out of pocket cost to the homeowner except for the deductible. Imagine our surprise when we received a bill from ADHI for $2400.00

Desired Settlement: We feel like we were sold a lie, and since we have met our financial obligation to ADHI, we request a clear statement from ADHI that there is no outstanding balance due for this contract. (Which once again I have to state, I feel that because I am not the homeowner, I had no right to sign the contract, and ADHI had no right to accept it.)

Business Response: American Dream Home Improvement contracted with *** **** on 3/25/15 for siding replacement approved by the insurance company. We understand that *** **** does not have legal ownership of the property, but per IL marriage laws ACLU, *** **** is held accountable to the contract with *** ****. This has been discussed with *** **** on 10/26/15 as today was the first day that our office was able to get in touch with *** **** to explain the outstanding concerns regarding the final invoice. It was explained to *** **** that their insurance company is still with holding the remaining depreciation on the claim as the insurance company reported they did not receive our final invoice. Our office sent the documentation to them on 10/19/15. Our Customer Service Supervisor, ******* ****, spoke with *** ****'s insurance company twice today and confirmed they did receive it however; they were in need of further documentation and our company is working diligently to submit that documentation to them to release the final insurance check.
Although *** **** states the insurance company was able to match the previous aluminum siding at the property, aluminum siding is not easily made and it is not an industry standard. We did install premium grade vinyl siding which constitutes for the replacement of aluminum. *** **** is in fact responsible for their deductible as stated on the contract. We are currently in communication with *** **** and continuing to work out the remaining balance due as he was unaware that the insurance company was still with holding the final insurance check.
Our company would like to apologize to *** **** for any miscommunication and we ask if he has any further questions to direct them to ******* **** ************ **** ****

11/2/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
11/1/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Salesman came to house to indicate we were in a storm path and could have wind/hail damage and offered free inspection. When he identified areas of damage, he indicated we should file a claim with insurance. He stated "if they approve, you only pay the deductible, and if not, no harm, no foul." I repeatedly asked "are you sure...I can not afford to be surprised with a bill down the road?" and was again assured that they do this all the time; nothing to worry about. My insurance company after reviewing the adjusters note agreed to a replacement cost of $21,759.38. This information was forwarded to ADHI (American Dream Home Improvement) and then the work began and was completed. Side note - they use laborers with little to no English comprehension and awful personal skills (they did not ask to use my bathroom but rather I saw one of them relieving themselves in my backyard.). Since then, my company has released two payments for $14,059.66 and $7,448.87 and I have submitted my deductible $2,610.00 (there was a $100 coupon available as my deductible was $2,710.00). However, the total invoice from ADHI (came well after work was done) is $29,208.25 (down from original invoice amount of $32,609.29...not sure why). I have now received two threatening phone calls from their recovery department threatening a lien on my property in addition to being reported for bad credit. I asked Jeff several times about the contract and where it states that I am liable for this amount. His response was that it is not the salesman's job to know my insurance policy and because I have cheap coverage, it is my problem. From the initial sales experience to the horrific phone call yesterday, I firmly believe I am not liable for any outstanding balance and want this corrected. Actually, in the original breakdown from insurance company, they provided an amount for fascia and gutters that WERE NOT completed by ADHI. The total allowed was for $221.11 and I would like to be refunded this amount since I will need to replace myself.

Desired Settlement: $221.11 refund for fascia and gutters that was allowed by insurance company however work was not completed.

Business Response: Our office has left a voice message in attempt to contact Ms. ***** to come to an amicable resolution between the two parties. Work was completed on the roof and siding at the ***** residence on July 24th, 2015. The *****'s had purchased a policy from their insurance company that does not pay out for the depreciation portion of their claim. This depreciation is part of the replacement cost value. We had spoken to Ms. ***** regarding this non-recoverable depreciation and had explained that it is a policy specific and that the terms of the contract do not take into account for a homeowner's policy specific designations. As a resolution to this job, American Dream Home Improvement is willing to dissolve the remaining balance for Mr. & Ms. *****. Because American Dream Home Improvement is discounting the remaining balance down to zero from the $5089.72 that was still due, we will not refund that remaining $221.11 for the fascia and gutters. If Ms. ***** has any further questions, she can contact our Customer Service Department at ************ option 2.

10/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In June of 2014 I contacted***** from American Dream Home Improvement. I was interested in a new roof & gutters. He came out and said I had hail damage and there shouldn't be an issue getting the roof cover by insurance. He wrote an estimate for $19,318. I clearly stated I would NEVER pay that much for a roof but he claimed he needed it signed to present to the ins company. The ins company came out and would only cover $3,963.72****************). I wasn't going to pay over $15,000 out of pocket.***** came back out and wrote a new est for $10,796.25 which would only cost me $6832.53 out of pocket. Over $8000 less than he presented to my insurance(?)! So material was dropped off on 9/8/14 and replacement within 7 days. After MANY text messages back and forth with***** the crew finally came out on the 25th. Material sat in driveway for 17 days!*****'s excuse was that they were playing catch up because of bad weather and that he wanted his "best" crew on this job. After the roof was completed I had exposed nails. I messaged***** and he said, "Not a big deal" and that I needed to contact the service dept now to get it resolved. With his "best" crew on it, or any crew for this matter, you should NOT have exposed nails. On 10/9/14 I talked to **** in service and he said someone would be out within 2 weeks to go over any issues. I waited over a month. I contacted the city for an inspection on 10/17/14 and the inspector failed my roof on 7 different issues. Finally service came out sometime in November while I was at work and wanted to caulk the exposed nails... it was raining that day. I refused them from caulking the nail heads. I told the crew to leave and have ADHI call me. I then talked to Bart in service and he sent out a service inspector Tom on 12/16/14. I met him and pointed out all the issues. I have exposed nails, over driven nails, nails driven in on angles which could potentially puncture the shingles above, and the nail spacing is not proper. All this voids any kind of Owens Corning manufacture warranty. A ridge vent was installed which was nailed down poorly and split wood along the ridge. When the roofers removed the vent caps they replaced with 1/2" ply instead of 3/4" which my roof consists of. One of the 1/2" pieces start to bow in. I also have a lump in the valley? After the roofers were out the gutter crew came out the next day. I had old galvanized gutters that wrapped up under the shingles and I was told by***** that the day of tear off the gutters would be removed as well. That wasn't the case. The roofers never removed the gutters so when the gutter guys came out they cut the gutters down but left the old galvanized metal under the shingles. My offset downspout brackets were removed and ugly band straps installed backwards. The downspouts not being offset now were bent at the bottom to get them into my ground pipes. Every gutter seam drips, rain finds its way to leak behind the gutter, and I also requested same size gutters as my old but they're not. Makes it more difficult to clean now and I have lots of trees. So on the 17th Tom called me and said they could be out on the 18th to resolve all the issues. It ended up be 21 degrees on that day... too cold to handle shingles. On the 18th service replaced only the shingles that had exposed nails while leaving some caulked nails from original crew, replaced only 1 of 5 vent cap wood, added more shingles over ends of ridge vents(?), and removed 95% of the old galv metal under shingles. While removing this metal they damaged all the shingles and ice/water shield around the house. So frustrated at this point, I waited out the winter for spring to call them back and talked to Jeff & Andy. I called many times, left many messages, and sent over a hundred pictures. All I got were calls for final payment but no call backs for fixing my roof & gutters. I talked to another serv rep on 8/9/15 who claimed he was someone who gets things done... a week later and still waiting!

Desired Settlement: This project has been nothing but aggravating and stressful for me. Dealing with service has been unsuccessful. What good is a warranty if no action is taken... I've waited a year! The roof does not meet Owens Corning specifications and has also failed city inspection. My roof and gutters need to be removed and replaced. I would like a refund of my down payment of $2776.16 and use another company to replace my roof and gutters.

Business Response: Initial Business Response /* (1000, 5, 2015/08/28) */ American Dream Home Improvement has been in constant contact with Mr.******. Our service department is in the process of scheduling a meet date in order to complete the repairs on Mr.******'s property. American Dream Home Improvement stands behind our workmanship warranty and are confident that we can come to an amicable resolution with Mr.******. If Mr.****** has any further concerns we ask that he contact************* at **********************

10/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed contract with ADHI on July 21, 2015, for roof replacement on my house and garage. The roofing was installed on August 26, and I immediately provided the initial ACV check from my insurance company to ADHI in the amount of $4890.87. In the beginning of September, I received a final invoice from ADHI, invoice number is: #DVIA-59423. They state the final balance due is $2202.73, which I believe is a billing error. ADHI states the total amount due for work performed is 7093.60, but ADHI did not itemize the bill to clearly show: cost of material and sales tax, total labor cost, permit fee, haul and dump fee, satellite dish removal and disposal. This leads me to believe they are "padding" the final bill with expenses I should not be charged. Using amounts shown on the insurance adjusters estimate, I believe the charges should be: MATERIAL AND LABOR Dwelling - $4057.66 Garage - $1486.13 Sales Tax - $269.62 OTHER FEES Permit fee - $103.25 Haul/dump fee - $119.56 Dish remvl/disposal - $54.92 TOTAL AMOUNT DUE - $6091.14 ACV CHECK PAID - $4890.87 FINAL AMT DUE - $1200.27 After discussing final invoice with my insurance company and reviewing final adjusters estimate, I believe that ADHI is charging me (O&P) for several contracting trades (roofing, siding and soffit/fascia), when only one contracting trade was performed at my property. My insurance company does not authorize payment of (O&P) when only ONE trade is performed on a property. The insurance standard is when three or more trades are performed on a property, then the contractor is due the O&P. In addition to this, ADHI does not employ their own contractors to perform the work. They subcontract out the work and there is NO general contractor/foreman on site to oversee the work. On two occasions, I attempted to resolve this issue with ADHI customer service department. On 25-September, I spoke with Vanessa who said that they are indeed entitled to the O&P for performing the roofing. I mentioned that my insurance does not authorize payment of O&P when only one trade is performed. She argued with me stating that I didn't know what construction trade was and that they were due the full amount to pay for the clean-up/haul away, permit fee and etc. I stated that these fees are smaller costs compared to the $1000+ they are charging for O&P. She was unwilling to adjust my invoice. On 6-October, I was contacted by Jessica about final payment and I again stated that my insurance does not authorize payment of O&P for a one-trade installation job, and that I needed an adjustment on my final invoice. She said they would resubmit the certificate of completion to my insurance company to show they are entitled to the O&P.

Desired Settlement: Adjust final invoice to show itemization of ALL charges: cost of material and sales tax, total labor cost, permit fee, haul and dump fee, satellite dish removal and disposal. Final payment should be reduced by at least $1000+.

Business Response: Initial Business Response /* (1000, 5, 2015/10/24) */ Our records indicate that Ms. ******* signed a contract with American Dream Home Improvement on 7/21/15 to have her roof replaced, which was completed on 8/24/15. The contract states that we work for insurance proceeds and the homeowner is responsible for their deductible. Shortly after the work was completed at the property we collected a copy of Ms. *******'s insurance estimate and our Estimating Department was able to close the account out based off of the sole discretion of the insurance estimate for $7093.60. Our office received the initial payment from Ms. ******* on 8/28/15 for $4890.87. The remaining insurance proceeds we never released from Ms. *******'s insurance company confirmed on 10/14/15 as they were still reviewing the claim. We do apologize to Ms. ******* if there has been any confusion regarding the billing process. As of 10/23/15 we received the final insurance check that has been processed to her account and it's now paid in full. Our company has since mailed her an invoice reflecting a zero balance. American Dream Home Improvement would like to thank Ms. ******* for her business and if she has any further questions to contact our Customer Service Department at 877-266-8666 Option 2. Initial Consumer Rebuttal /* (2000, 7, 2015/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/28/2015 Billing/Collection Issues
10/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Little or No communication from them. I constantly ask for update & timing for the work to be done on my home. Notice I ask-they do NOT call me. This is not customer service at all. I have a stack of siding materials in my driveway, yet no date for work to begin. As of last week (Monday, Oct 5, 2015) I was told work would begin 24-48 hours after materials were delivered. Materials arrived Monday & as of Friday (XX-X-XXXX) NO WORK HAS BEEN STARTED. ***!!!! Oh, wait - someone had been there on Thursday at some point to take the downspouts away. No idea why. BECAUSE NO ONE CALLS TO LET YOU KNOW WHAT'S GOING ON!!!!! Repeated calls to ****** only result in my leaving messages (in most cases) and no call back. When he does return calls he acts as if I shouldn't be calling him & treats you as you are dumb as a rock and any questons asked of him are answered with, "I have to ask my boss." Seems he is unable to make a decision on his own. I have received ****(s) from the roofing company (no they don't have their own installers-just subcontractors) for the dumpster for the old roofing materials. ****** has a copy of that too via email, and here we are a week later with no answer to how that is going to be addressed. I have neighbors that MIGHT need work done as well from the same hail storm, but they are waiting to see how my experience goes. Right now I **** steer them away-far away. I guess the good part is that they have NO money from myself or my insurance company or from my mortgage company (who is holding funds untill full invoicing & full lien wavers are received).

Desired Settlement: Finish the job that was started. Roof has been completed. Now need the siding completed in a correct & timely manner. A scheduled start date & a scheduled end date, with discounts provided for every day past the scheduled end date that passes

Business Response: Initial Business Response /* (1000, 5, 2015/10/24) */ Our company has been in contact with ********** regarding his concerns with the work performed. The roofing, siding, and gutters were completed at the property. Our Service department has also went out and addressed any outstanding concerns ********** had reported. When materials are delivered to a property, the scheduled build is usually completed within a week after delivery weather permitting. We apologize to ********** is this was not thoroughly explained to him prior to the completion of the work. Our Customer Service Supervisor, ************, spoke with ********** regarding the receipt for the dumpster, he has since submitted it to our company and we were able to take care of it. Our office is continuing the line of communication with ********** regarding the finalization of the claim with the insurance company. On 10/23/15 the claim was settled at $32,426.57 and no payment has been applied to **********'s account. On 10/24/15 ************ left a voicemail to ********** informing him the invoice is final and payment is due. Our Mortgage Department was informed that **********'s insurance company included their Mortgage Company on the insurance checks. If ********** is in need of expediting the process with his Mortgage Company we are more than happy to assist him with that process. We ask if ********** has any further questions or concerns to contact ************ ************ Ext **** Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Work was completed as requested. I was notified every step of the process since my complaint was first filed. Dumpster bill has been paid as well. One Comment though regarding- "scheduled build is usually completed within a week after delivery weather permitting" I was told work would begin 24-48 hours after delivery. That did not happen, and phone calls that were placed by me were NOT returned from my salesperson. I waited almost a week+ with no return call. Then I called the corporate office and they then contacted the local Brookfield, WI office. I later found out that the original sales person was no longer with the organization - good thing - as he really left a bad impression of American Dream. Other than hearing from the production manager from the Brookfield office, I have NOT had any other contact with them-all information flowed from ************ from the corporate office. I was notified of my "replacement" sales person and his contact information via a phone call from the corporate office - but no follow up call from him in any way shape or form. Would I use American Dream Home Impovement in the future or recommend them in the future? Based on my total overall experiences, no I would not.

10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When we contracted with this company, we were told that they had their own certified crews that would be installing our roofing, siding, and guttering on our home. Found out after we had an issue with how the roofing and drip edge was installed that the crew got the job off ************** and were from*********** We have spoken with the Company rep. in Illinois and he said that this was not right and he would take care of it, have our roof checked out and repair if needed. Now I have another crew installing the siding on my home, and I asked if they worked for American Dream. Their response was that they got the job from ************** also. Product_Or_Service: roofing, siding, guttering

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the work done by this company inspected to be sure that these workers are doing the job correctly since our contract states that this company uses their OWN CERTIFIED contractors, which these crews are not. I want replacement for the services that are not done correctly. And I want the company to stop making fraudulent claims that they do not hold to. I also want documentation that the warrenty for supplies and installation are in fact a valid warrenty and not more lies from this company.

Business Response: Initial Business Response /* (1000, 10, 2015/09/10) */ Upon contact with our production assistant,***************s on the morning of September 10th, 2015, the ***** agreed to let an American Dream Home Improvement crew back on to their property in order to fix any remaining issues. Upon the arrival of the crew this same afternoon, Ms. **** decided that she no longer wanted to cooperate with American Dream Home Improvement and refused to let the crew on her property. Upon our office learning of Ms. ****'s change of heart, we have again reached out multiple times in order to come to a resolution with the *****. All subcontractors are licensed, bonded, and insured through American Dream Home Improvement and are backed up by our workmanship warranty to our homeowner. We are confident that we can come to an amicable solution with Ms. **** if she is willing to work with us. We ask that she contact our customer service department at XXX-XXX-XXXX and dial option 2. Initial Consumer Rebuttal /* (3000, 12, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I left for work at 8:15 a.m. on the morning of September 10th and did not return home from work until after 6 p.m. My son and husband were both at work all day also. Impossibility that we spoke with***************s, when none of us were here. I personally have not seen or spoken with Mr. ******* since around 1 p.m. on the 26th of August. I then returned to work and have not seen or spoke to him since. Final Consumer Response /* (4200, 16, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have been told many times that someone would be out here to finish the contracted job (roofing, guttering, siding). Mr. ******* also said that he would make sure that all issued were taken care of and up to building code for our area. Still have not seen the roofers to take care of the lack of any ice barrier and the nails that are sticking up. The siding has not been caulked in areas that need it, to prevent insect and water entry. The guttering is still missing off the back of the house. Per a phone conversation, he said that he personally would be here last Thursday afternoon or Friday. An email sent on Friday said he and his crews would be here Monday morning, It is 11:46 am and we still have not seen anyone. Final Business Response /* (4000, 21, 2015/10/14) */ Our office spoke with Ms. **** this morning regarding the completion of the services to the roof, gutters, and siding. We did verify with our service team, as well as Ms. *****, that the services have been completed. An adjuster from Ms. ****'s insurance company will be out to inspect the services that were done on the property. Ms. **** informed our office that she has sent out the first payment along with some pictures for us to review. The ***** and American Dream Home Improvement are working together to come to a resolution of this account. If Ms. ***** has any further questions or concerns contact *******************************

10/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 7/15/15-ADHI rep came by with Free Roof inspection for hail damage.Claim was filed that day.Appoint made for 7/22/15.ADHI rep stated that he would be there(***).On 7/22 a new guy shows up and states that he came for his boss and knew nothing about the claim,he proceeds to go up on the roofs(main dwelling and garage)with my ins adjusters.My ins adjusters denied the main dwelling but approved the garage.The guy from ADHI was in agreement with my ins adjuster that the previous adjuster was a bit over zealous with his inspection.He also stated that this was the first time that only 1/2 of a claim was approved.My adjuster then paid on site(927.77)for the garage.I called**** to complain about him not being present at this inspection and set up an appointment to meet with him.I then got a Robo call saying that materials were going to be delivered in a couple of days.I called**** again saying to him that I needed to meet with him.I explained to him that the ins company did not approve the entire claim etc.He then stated that they approved the garage.I spoke with**** and told him hoe dissapointed I was with the whole process.He apologized and said that he could not come out because he was new etc.I asked for pricing info etc and told him what the ins company gave me and showed him the papers.He stated fine.8/8/15 I received a call from home that there were people coming on my property to start work.I told him to instruct them to do nothing because I had not received any price quotes,picked materials or nothing.I then called**** again and asked him to meet me at my home.When I got home I waited for him to show up,but in the meantime a truck shows up with the materials,I would not let him drop it off.I was waiting for****.At about 9:30 that same day I noticed someone standing in my yard on the phone.I look out back and the workers are out back on my garage,they had removed the shingles from the roof.I asked them to get down and off of my property.They did not speak nor understand English and continued to work.I called the police dept to try and get them off.*** arrived and again I expressed my dissatisfaction with the whole process,and how they bully individuals.I questioned the 927.77 payment that the ins company gave me etc.He assured me that they would accept it for payment plus the deductible.He asked if I would let the workers finish the job.I agreed and had 2 witnesses present at this time of the price for everything.*** also signed the contract copy that I had for the price of the work.Claim#XXXXXXXXXX Spoke to someone at ADHI 9/14/15 inquiring about an itemized bill.Person was rude and told me that she would put a lien on my property.My insurance adjuster was also on the line and heard the threat.Invoice# MKIL-XXXXX Invoice date 9/9/2015

Desired Settlement: Accept the amount the ins company gave me for the claim plus the deductible(250) 1324.27 Have paid 1117.77

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We regret that Ms.********** felt that she had to escalate her concerns to the Better Business Bureau. We feel confident that this matter could have been resolved with speaking with an office member of our management team at our office. Our records do not indicate any communication regarding Ms.**********'s concerns with the invoice process or the lack of communication with her sales representative. We understand that our billing process may seem confusing however; Ms.********** did sign a contract with American Dream Home Improvement on 7/15/15 and would like to resolve her billing discrepancies. As of today, our office has not had direct contact with Ms.********** and we are requesting her to open up the lines of communication to resolve this matter by contacting our Customer Service Supervisor ********************************* as she's attempted communication by phone and email with very little to no response. Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did speak with someone in the financial dept requesting an itemized bill (on a 3 way)the rep,myself,and my adjuster. We inquired about a specific item on the bill and the cost.The rep.could not give a price.She then became rude,stated that they would put a lien on my property and HUNG UP on me! Pat was MIA when he stated that he would be there.The contract does state ADHI and your Insurance Co have to agree on the payment amount before work is to be started.Pat knew he saw the paperwork I had from my adjusters etc. He even photographed them with his phone.Thru all of this that was going not so smooth, I even gave referrals for ADHI.I did try to communicate with someone about my concerns and was threatened(lien) and treated rudely(hung up on)! Not GOOD BUSINESS! Additional paperwork faxed. Final Business Response /* (4000, 9, 2015/10/08) */ Our records do not indicate the conversation Ms.********** stated she had with our office. American Dream Home Improvement does take pride in our Customer Service and this is not the way we would train our representatives. If this action did happen to take place, we would like to apologize to Ms.********** as this is not an act we would stand for. On 10/8/15 our office was able to resolve the discrepancies regarding the invoice Ms.********** had concerns on. We agreed to an accommodation for her frustrations and Ms.********** will be submitting her final payment to close her account. As Ms.********** stated to our Customer Service Supervisor she is satisfied with the outcome and her desired resolution was met. If Ms.********** has any further questions or concerns, we ask her to contact *********************************** Final Consumer Response /* (2000, 11, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Spoke with Ms **** about my concerns,an itemized bill and the rudeness of the ADHI rep on the phone.Ms **** apologized for the rep but also stated to you in her response and also that they had no record that such a conversation ever happened. This was a 3 way conversation,my ins adjuster was also on the phone(the rep from ADHI called him.) I gave Ms **** his name so that she could call and verify same.Ms **** and myself agreed that Total Due:$356.50 Ms **** stated that she would e-mail me a invoice.Haven't received it as of 10/17/15 Response Resolution Accepted!

10/19/2015 Problems with Product/Service
10/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In October 2014 we contracted with American Dream Home Improvement to replace our roof due to hail damage. They began the job and were short materials but did get it done a week later. We had to call them out several times to finish cleaning up after the job, as nails and other roofing debris were left all over our yards. The job did not pass inspection due to damaged shingles and failure to connect carbon monoxide vent and other vents. Additionally, we now have water damage inside the roof and in the ceiling drywall as a result of the vents being disconnected. Since it failed inspection, we have been struggling to have our roof repaired correctly. We have received terrible customer service in trying to get things resolved, even though American Dream had been paid in full for the work. Finally Owens Corning agreed to replace our roof including materials and labor. Prior to workers being scheduled, American Dream attempted to collect money from us for labor prior to any work being completed. We refused their request. Workers were supposed to show up on 9/28/15 to begin replacing the roof but they never showed up. They finally arrived on 10/1/15 and began the work. The work was left unfinished and our roof was left exposed even though rain was forecast. We expected they would arrive the next day to complete the work; they did not. We called numerous times and finally spoke with Rachel; we had to call numerous times because she would not return our calls. The roofers showed up on 10/3/15 to continue working. They apologized and told us they had been pulled from our job to begin a different job. They again were unable to complete the work due to, we were told, material shortages. Here it is 10/5/15 and still no one has shown up to complete the job. I have left 2 additional messages for Rachel this morning, and have had no return call from her. Unused roofing materials sit on the roof as well as next to our garage, yet no work is being done.

Desired Settlement: We just want our roof installed immediately, before inclement weather arrives. We are tired of being given the run-around and brushed off. We are tired of our roof being incomplete and not passing inspection after 12 months. We are tired of the lack of communication from American Dream Home Improvement and not having our calls returned. We are tired of the job being left incomplete. We want the job finished, with quality materials and workmanship and to pass inspection.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ American Dream Home Improvement had went out to the property to service for additional clean up at on 1/20/15 which was completed. On 3/27/15 Mr.************ reported a leak to our office and that was also reported completed on 4/1/15. Our office was informed by the city the work the work failed inspection due to defective roofing materials. American Dream filed a claim with Owen's Corning on April 8th, 2015. Throughout the process Mr.************ was made aware from the start that our company was doing everything we could to make the situation right. Our records indicated the re-roof was completed on 10/3/15 and the crew went back out to the property on 10/8/15 since extra material had to be ordered. We regret to here they filed a complaint due to the re-roof and communication on their account. Since the completion of the re-roof our office has tried to contact Mr.************ and we have not heard back. American Dream Home Improvement reports the roof has been completed and passed *** final inspection as requested for the resolution. Our office has obtained a copy of the passed ********** as well as photos of the completion of the re-roof. We ask if Mr.************ has any further questions or concerns to contact our office ********************* for Customer Service. Initial Consumer Rebuttal /* (3000, 7, 2015/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) To be quite honest, American Dream Home Improvement could have done a much better job handling our roofing job. I would like to once again reiterate that many, many of our phone calls were not answered and many, many of our phone messages were not returned. In your last paragraph you claim that your office tried to contact us and that you did not hear back. This cannot be farther from the truth, as we did return your call and once again, no one answered the call and no one returned our message. So, please, do not say that you never heard back from us! The timeline that you have laid out is correct, but you chose to omit the many phone calls we had to make in between the dates you listed. You chose to omit what a hassle it was for us, your customer, to get any action or "customer service" from your company. You claim that your company was doing everything you could to make the situation right. If that is the case, why has it taken a YEAR to get our roof completed properly and pass *********** Why, on two separate occasions, was our job shorted on materials? Why did ADHI have to order "extra materials"? Why was the amount of materials needed not calculated from the start? Why, on several occasions, were the laborers sent to other jobs before completing ours? Why was there such a huge lack of response and communication from ADHI? Why did ADHI, after initially installing the roof in October 2014, not schedule the inspectors until February 2015? Yes, we understand that the inspectors were very busy, but when we called ourselves to schedule the inspection because we were tired of waiting of ADHI to do their job, the inspector was at our house within 2 days. So why did it take 4+ months for ADHI to do it? Yes, ADHI came out to our property in January 2015 for additional clean up, but only after we made several calls and complaints in October, November and December 2014. The roof did not fail inspection only due to defective roofing materials, as you claim. One of the reasons the roof initially failed inspection was because ADHI failed to connect two vents on the roof, resulting in water damage to the drywall inside the house. Oh, and did I mention that one of the vents ADHI failed to connect was the carbon monoxide vent? Oh yes. So for 4+ months, unbeknownst to us, the carbon monoxide vent in our roof was completely disconnected. Thank God that we did not experience any health issues because of their negligence! Why did it take nearly 2 months for ADHI to file a claim with Owens Corning? Why did it take Owens Corning so long to respond to the claim? Representatives of ADHI were sent to our home to take pictures of the roof to submit to Owens Corning. Why on earth did the ADHI representative send Owens Corning pictures of the gutters on the ground near the house? Why did it take us, again, many phone calls to get an ADHI employee back out here to take proper pictures? Incompetence on the part of ADHI - that is why! Please don't make it sound like such a cut and dry issue, American Dream Home Improvement, for we all know that is not the case. We stand by our opinion of our experience with ADHI, and we stand by our complaint with the BBB. While we have finally obtained closure of this matter (i.e., roof is complete and passed ************ we find it no coincidence that it only happened after filing this complaint with the BBB.

10/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Put the wrong color on my house. Popped several tires. Called them several times to resolve this issue over billing. I was told three times the problem was fixed and they keep sending bills.

Desired Settlement: To get the account to be zero like it should be.

Business Response: Initial Business Response /* (1000, 5, 2015/10/02) */ Mr******* signed a contract with American Dream Home Improvement on 12/04/14. We have apologized to Mr******* if the wrong color was installed and have since resolved this issue. Our records do not indicate that Mr******* had ever advised that his tires had popped until our office spoke with him after the complaint was filed. When asked if Mr******* could provide a receipt for the replacement of the tires, he stated that he could not provide the documentation in order for us to compensate him. We spoke with Mr*******'s insurance company on 9/17/15 regarding the open balance and confirmed the balance was the remaining deductible owed on his account. Per our contract it is the responsibility of the homeowner to pay their deductible. Mr******* and our office has since reached a resolution regarding the matter of the balance due with an accommodation for his frustrations. As of today his account is paid in full and our office will submit a paid in full receipt to Mr*******. We ask if Mr******* has any further questions or concerns to contact our Customer Service Supervisor *************************************

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I told him I did have damages because the shingles had fallen off, so he got on the roof and took pictures of the damages. He said he would talk to my home owner insurance about the damages he saw. He had a form that he filled out with no prices and the finale price TBD. He said sign the paper only to give him permission to contact Insurance company to let them know the damages. The form did not have Contract or proposal on it. He said he needed to be at the house when the adjuster came to make sure they saw the same thing. On 9/16/15 state farm came out and measured and look at the damages, I was not home my fiancé was there.****** did not show someone else came. I call him the next day and asked what is my proposal for the roof? He said they don't give those no company does because it is for insurance. I told him I would like to know what I am paying and I am entitled to know. I also called the guy my fiancé said came out from American Dream and he blew me off and said he would call back, that was 2 1/2 weeks ago. Have not heard from them until 9/30/15****** called to see if I received my check from the Insurance Company and he wanted to see how much and the measurements. I asked him again for the estimate for the roof. He said all I have to do is give them the check and my deductible. I explained to him I had 2 other roofing companies come by within that 2 weeks and they gave me estimates and they knew it was for insurance. I told him that I DID NOT want them to do the roof, because I am not trusting American Dreams, them he mention the contract, trying to scare me. Then I get a recorded call saying that the were dropping the singles and supplies off next week and someone will be there the next day to start the work with no call back number. I call****** and told him not to drop off anything! He 3-way me to the office so the lady could tell me that they do not give estimates and I told her If I did not get an estimate they CAN NOT do the work she said ok and****** said he cancelled the order. 10/2/15 my fiancé was sitting in the back yard and a man walks back there and my fiance asked him what did he want he said he was dropping off the building permit and he told him that we were not using them. They make you take their business even if you say NO!!

Desired Settlement: I do not want to do business with American Dream Home Improvement.

Business Response: Initial Business Response /* (1000, 5, 2015/10/07) */ We regret to hear that Ms.****** feels she was pressured by our Sales Representative into working with our company. As it stands, Ms.******'s agreement has been voided and the 15% cancellation fee has been waived. Ms.****** is not our customer and we request the Better Business Bureau to close the complaint as Ms.****** is aware her contract has been cancelled. Should the BBB have any further questions, please contact Customer Service Supervisor *********************************** Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Dream Home Improvement was contracted to repair my roof and gutters from hail damage. The North side of my home did not get gutters installed during the original work. I waited 5 weeks to have the North side work completed, and when the contractors did the work, the workmanship was unacceptable. The gutter is severely convex, the downspouts are not attached to the house correctly and are falling off, parts from the downspouts are falling off, and the NW down spout is pointed directly at my foundation wall. I was told by two different employees that someone would be out to repair the work, but it has not been done. I have been calling and emailing ADHI and they will not return my messages.

Desired Settlement: I would like to have the gutters and downspouts on the North side of my property replaced and installed correctly.

Business Response: Initial Business Response /* (1000, 5, 2015/09/23) */ American Dream Home Improvement takes pride in our workmanship and has since addressed Mr. ******* concerns. We apologize Mr.****** had lack of commutation to complete the services at the time of his complaint. We have confirmed with Mr.****** that the gutter issue was addressed at his satisfactory. Our office has since sent Mr.****** his final invoice reflecting a balance due of $9628.68 with no payments applied to his account and we are requesting full and final payment to be submitted no later than 9/30/15. We ask if Mr.****** has any further questions or concerns to contact Customer Service Supervisor **********************************

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/17 American Dream sent there contracted roofers to our house to replace a roof, they took off all the shingles on the back side of the house,and it started to rain, they quickly put down the felt paper and left for the day, Rain water soaked thru my ceiling and into our home, We called corp and let them know and our sales rep who was where with in 15 mins and he took pix, and put in msgs to corp and the roofers finally the head roofer showed up and he and the sales rep put the tarps on the roof.The damage had already been done,Roofer stated they would be back 7/18 at 8 am and at 650 am I was woken up by shingles being dropped on my roof. A guy from corp finally showed up 7/22/15 and looked at all the damages and stated they would only replace the kitchen and the bathroom but only paint the other rooms, I have kids with breathing issues, on 7/29 the lead man for the roofing team was here waiting for me when I got off work, asked me what I wanted done and I told him I wanted the damage ceiling cut out and the insulation removed due to possible mold growing. and he said ok. He said he would be here Sun morning at 8 am... Finally @ 1030 he arrived and said that he couldnt get ahold of one of his guys and would be here Monday 8/3. So this morning they show up and start in my sons room.. it sounds like they are spray painting something.. Later on I hear is in the room next to me and I confront the guy on why they are painting over the water stains after we agreed to them cutting out the dry wall and insulation and replacing it. As they are our family room I get to thinking I never saw them put insultion back up before they put put up the ceiling, I confront the guy again and ask him to either show me the packing for the insulation or cut open one of the small areas and he tell me he can give me a hammer to bust it open and I can pay him to repair it and that he put all the insulation in a bag, Never could get a straight answer from him. I have mold growing in my kitchen and bathroom from this

Desired Settlement: DesiredSettlementID: Billing Adjustment I don't think I should have to pay for this roof job, due to there negligence from the startDue to the mold I can not afford to put my family or pets in a hotel until this is resolved,I think it would be fair if they wrote this off and I use that money to pay some one to repair my ceilings the correct way.

Business Response: Initial Business Response /* (1000, 10, 2015/08/11) */ Our office has spoken to Ms.******* in detail about her concerns, and as of 08/07/2015 our Service Department is working with her to set up a date convenient for her and her family for us to complete the services. Our Service Department anticipates all services to be completed within two weeks, making this complaint fully resolved. We ask Ms.******* to contact our Customer Service Department at ********************* with any other questions or concerns. Initial Consumer Rebuttal /* (3000, 12, 2015/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vendor has contacted me yes, but they have not come out to the house yet to re-evaluate the damages and work out with me what they are going to do to make it right, They are sending a guy out this evening 8/12/15 to take more pictures,ect But nothing else has been set up yet for the repairs, From the conversation I had with them when they called, They need more pictures ect before they can decide if they are going to fix the problem there roofer caused Final Consumer Response /* (4200, 23, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) WOW just wow, Vendor was to be working out a credit with me I spoke w ************ on the phone and she was to be checking into so some stuff for and call me back the following Monday, Well needless to say I have not heard anything back from her nor American Dream even after sending them an email to inquire on the findings. But today I get paper work showing a lean on my house from them. GREAT CUSTOMER SERVICE. I am willing to work with them on trying to get this worked out, but to put a lean against my house when we were trying to work out a credit, Just blow my mind... The vendor does not want to take responsibility for what they did. I gave them a few different chances to make it all right and this is what they do.. Still wondering when the BBB is going to contact me about the informal Mediator they emailed me bout to help get all this settleds Final Business Response /* (4000, 25, 2015/10/01) */ Our company feels we have been more than accommodating and have provided Ms.******* a very generous offer. At this time, Ms.******** account is delinquent and 104 days over due. American Dream Home Improvement is willing to discount her balance down to $8500 if she pays her balance in full by 10/15. Ms.******* can contact me directly at XXX-XXX-XXXX ext 103 to make payment arrangements. Regards, ****** ****

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: On Sept. 2 2015, shingles were replaced on my home. A demand was made by *************, an employee for American, for a check totaling $10,405.71 ($9,405.71 + $1,000 deductible) on Saturday, Sept, 5. I indicated that I would not provide a check until justification was made for the expenditures. My insurance agent had included in the estimate replacement of gutters in addition to the shingles. *****, another employee of American, stated that replacement of gutters is not done by American No itemized invoice was provided from American that delineated the cost of the services and materials. Another factor that needs to be considered is that my home is connected to another identical unit with one continuous roof extending across the two homes. The owner of this home was only granted $5,992.54 plus a deductible of $1,000 from her insurance company because he did not include the installation of new gutters in his listing of approved damages. She paid the total of $6,992.54 to American. My insurance adjuster is going to examine the roof during the week of Sept. 7 to determine which of the items indicated on his original listing of the roof features that needed to be replaced were actually done by American. I will be meeting with****** an employee of American, on Saturday, September 13, to discuss this situation.

Desired Settlement: An itemized invoice that indicates the materials & services provided on the roof by American Dream Home Improvement on my home on September 2 at ********************************** If American Dream compiles a realistic listing the bill will be paid. If not, further action needs to be taken.

Business Response: Initial Business Response /* (1000, 5, 2015/09/18) */ Ms.****** roof replacement was completed on 8/31/15. We understand how our billing process may appear to be confusing and apologize to the homeowner if she felt it was not properly explained to her. Our company invoices off of insurance proceeds meaning that the homeowner would only be responsible for the deductible portion as stated on their contract. As of today, we have reached a final price agreement of $12,668.76 and no payments have been applied. As per the contract Ms.****** signed, half payment is due upon the arrival of materials. We are requesting Ms.****** to submit payment towards her account. Our company can not determine or compare the price of another property owner's account as we have a privacy policy that protects all of our customers. On 9/15/15 our office was informed the roof had some minor damages. Our Service Department is working thoroughly to address those issues that have been reported. Again, we request Ms.****** to submit her payment towards her final invoice. Should she require further assistance, we ask her to keep the lines of communication open and to contact ************ **********************

9/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ADHI forgot to order materials for the entire job they quoted to complete. They completed half of the scope with a crew not associated with the company then never checked to ensure the jib was completed entirely or up to code. Invoiced for entire job before completing half of job and before procuring materials for half the job. ADHI then backed out of agreement to complete he remaining half of the job. ADHI worked with insurances agency to receive supplement, and then backed out of completing the supplement they just worked to obtain. ADHI then claimed that they had a minimum work scope threshold which is the reason they backed out of the job, but is unable to describe threshold or explain why they accepted performing work in the first place.We are now left with a partially finished roof, partially finished siding, partially supplied materials, and invoicing for a completed product. The regional representative and regional manager will not respond to emails or phone calls. We are now forced to bring in another contractor to resolve the issues left by ADHI. Product_Or_Service: Roof and siding

Desired Settlement: DesiredSettlementID: Contact by the Business We would like contact by corporate for the explanation of services and credit for non-completed work.

Business Response: Initial Business Response /* (1000, 10, 2015/09/28) */ American Dream Home Improvement did not forgot to order materials for the job to be completed at Mr. ******* property; however there was specific paper work that needed to be turned in by the sales representative as communicated to Mr.******* but had minor sets backs due to the approval by the insurance company. Our records indicate as of 9/16/15 the additional roofing work was completed at Mr. ******* property and to his satisfaction. American Dream Home Improvement would like to apologize for the misguided information given to Mr. ***** regarding the minimum scope of work for the siding which our company did not complete. Mr. ***** has submitted his final payment. We ask if Mr. ***** has any further questions or concerns to contact ************ Customer Service Supervisor at ********************** Initial Consumer Rebuttal /* (2000, 12, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The materials that ADHI forgot to order were not related to the supplement claim as stated by ADHI. The materials to be ordered were part of original insurance claim and insurance approval. It was even specified by ADHI representative that is was a ordering mistake. Main complaint is in regards to poor return communication by ADHI and lack of reviewing completed job to ensure that the scope they understood to be completed was actually completed. When we followed up about the garage not being finished they stated that it was completed. Work has been completed on original main property roof and unattached roof. Payments are final.

9/29/2015 Problems with Product/Service
9/23/2015 Problems with Product/Service
9/21/2015 Problems with Product/Service
9/21/2015 Billing/Collection Issues
9/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Our home had its roof and siding replaced in the summer of 2014. The siding is wavy, electrical sockets were not reattached, water spigot is unusable due to tight framing, roof support beam was never covered and the area was not cleaned up afterwards. I've had 3 different people at ADHI tell me these problems would be fixed including Gill, Adam and Vince. I have had multiple calls and email exchanges with them over the last year. Nothing has been done and they rarely return calls or emails. Let me clarify that this has been going on for a year now. My neighbor had multiple issues as well but he was smart and didn't pay them. His problems were resolved. I guess this is how we should have dealt with them as well.

Desired Settlement: DesiredSettlementID: Finsh the job Please come and finish the job.

Business Response: Initial Business Response /* (1000, 10, 2015/08/27) */ Our company has been in contact with Mr.***** regarding his concerns with the work performed. Our Service Department has informed Mr.***** that he needs to have an electrician come out regarding his sockets that need to be replaced. This information is also listed as line item 21 on the signed contract. We have explained to Mr.***** that his siding looks wavy due to the framing of his garage, this is not a workmanship issue of ADHI. American Dream Home Improvement takes pride in our workmanship and we honor our warranty. We ask that Mr.***** contact our Customer Service Department at XXX-XXX-XXXX Option 2 with any other questions or concerns. Initial Consumer Rebuttal /* (3000, 12, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) ADHI has provided poor workmanship and customer service throughout this experience. Most communications have occurred verbally, which include multiple individuals from ADHI saying this work should be fixed. Unfortunately, most of this isn't recorded. However, I do have a saved voicemail from their service director clearly stating that these issues would be fixed. He lied in the most recent conversation (when the area operations manager was on the phone as well) and stated he never said he would fix the issues. Thankfully I still have that. In regards to the wavy wall, I'm wondering why the previous siding was not wavy? From the inside of the garage, the studs are in line. I'm thankful the BBB was able to illicit a response from this company. I've been dealing with them for over a year, and during that time they always maintained the stance these issues would be fixed. Unfortunately, they're now going back on their word. It's interesting how they're now making excuses for everything, when most of these issues should be fairly simple to fix. Regarding the cheap quality of workmanship, here are a few examples of how they cut corners. The original estimates had the gutters being replaced. This never happened. The insurance company was going to pay for window frames (trimming) to be replaced. Instead, they simply framed around the old ones. A lot of junk was left behind, over a hundred nails and other sharp objects. The sales rep was excited to hear this because it meant they received a discount on the work that was being done. However, this discount was not given to me, who's been picking up the junk for the last year. Basically, what it comes down to, is to do what you say you're going to do. They have not done that. Thank you BBB for listening to my complaints. Final Business Response /* (4000, 14, 2015/09/10) */ Our Service Manager,***** and our Senior Customer Service Specialist,************* have both explained to Mr.***** his issues are structural and not due to poor workmanship. We take pride in our work and our customer service, we regret that Mr.***** feels different. **** spoke with Mr.***** on 08/19/2015 and informed him again our company would not be doing any repairs to the siding. Mr.***** stated he understood and said he will research how to get framing fixed. If Mr.***** has any documentation stating anything other, we ask that he send it to our corporate office for review.

9/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Refund/warranty/repair issuesI used this company in June 2015 of this year to replace my roof. American Dream Home Improvement has over charged after for roof replacement. My insurance agent came out to remeasure. State Farm measurments were correct. I was ADHI's measurements were off. I had to make numerous phone calls to resolve. Also, the drip edge was paid to go around entire roof. ADHI only put in front. Called spok eto office manager; did not get anywhere. She was rude and insulting. I hung up. Called spole to ****. This was all last week. **** assured me that someone from repair department would be calling me to set up repairs. (a gap and old nails also was found left on my roof when my insurance company came back out to inspect). Today is Tuesday, August 11, 2015. Spoke to ***** who said no notes were indicated for any repairs. ***** yelled at me and over talked me. Did not get anywhere. ALso, can't get company to send me the warranty in writing!!!!! Product_Or_Service: ROOF REPLACEMENT /JUNE 24, 2015 Account_Number:**********

Desired Settlement: DesiredSettlementID: Billing Adjustment Billing refund on drip edge as, my insurance company paid for this to go around the entire roof. Only drip edge was put on front of house. Refund should be $201.02. Need warranty sent to me. Need final invoice from American Dream Home Improvement(ADHI) sent to me. Need gap showing old nails on roof repaired.

Business Response: Initial Business Response /* (1000, 10, 2015/08/27) */ American Dream Home Improvement spoke with Ms.****** on August 11th, 2015 regarding a service issues she was having with exposed nails. We also discussed her concern with her drip edge that was not put around the entire home. Our service crew met with Ms.****** on August 12th, 2015 and could not locate where the problem was, nor could the homeowner show them. Our Customer Service Department was notified of the findings and we called Ms.****** on August 13th, 2015 and left her a voice mail so we could go over the account. On August 18, 2015 our Senior Customer Service Specialist, ************ called Ms.****** to explain there was no service issue from the workmanship of ADHI and to discuss a credit towards the account for the drip edge that was not installed. We explained that we would credit the homeowners account $166.43 from the remaining balance owed for the drip edge that our company did not install. Ms.****** became irate and disconnected the call. **** did call back and leave a voice mail to come to a resolution for the account. American Dream Home Improvement request that Ms.****** reach out to our Customer Service Department at XXX-XXX-XXXX Option 2 with any other questions or concerns.

9/7/2015 Delivery Issues | Read Complaint Details
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Complaint: when one of their employees came to our home to offer a free roof inspection we accepted. He filled out a form and stated to us this was not a contract , but just an approval to contact our insurance to see if a claim could be filed for the damage our rood had from a storm which we did.(not knowing the use this as a contract)A few week's later the rep showed back up at our house and told us to pick a color roof and they would start A.S.A.P we told them NO. As we were not happy with the work they did on the house next door and the amount of BBB issues they had. We asked for a break down on an estimate showing what work would be done and the cost for each item. We were told they could not do that, our insurance stated if they could not we didn't have to use them period. Today they showed up at my home with a permit from the city to up a new roof on!!! We did not even select the color shingles let alone tell them they could do the work! We told them to never step foot on our property again.I called the inspectors office and canceled the permit and they stated to me we our not the only ones this has happened to. We will not use this company for anything at all.

Desired Settlement: To stay off our property and cancel the FAKE contract the lie to people to sign just to see if we can file a claim.

Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ American Dream Home Improvements sales representatives give each of our homeowners a copy of our signed agreement. The homeowner has three business days to fully review and cancel if they'd like. We regret that Mrs. ****** feel that our Sales Representative misled and misrepresented our company. As it stands, Mrs. ****** agreement with us has been voided and our office has ceased all contact. Should she have any further questions or concerns, we ask that she contact our Customer Service Department at XXX-XXX-XXXX Option 2.

9/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This company inspected my roof, insisted I need a replacement, initiated a claim with my insurance co and will not return calls or messages to complete. The Inspector************ performed the initial inspection on 7/17/15 and started the damage claim that day. The following week******* supervisor and the insurance company inspector got into a disagreement about damage. The gentleman from ADHI stated that all the pictures of damage would be presented to my insurance company. It has been 3 weeks and no follow up has happened and now ADHI will not return my phone calls and respond to my voicemails. My fiance has also attempted to call on several occasions and has not spoken to an actual person. This company claims to be open Monday-Friday however only once did an actual person answer my call. I was assured yesterday the Manager (who was in a meeting) would call me yesterday, 8/18/15 and it never happened. Today I have left yet another message on their voicemail to return my call or I'm contacting the BBB.

Desired Settlement: I want the proof of roof damage to be submitted to my insurance company as they promised and/or them to acknowledge that they did not find sufficient damage to replace my roof. Ultimately follow thru and honesty about my situation

Business Response: Initial Business Response /* (1000, 5, 2015/08/24) */ Although we understand Ms.******** frustrations, we do not dictate what her insurance company does or does not approve. As a courtesy, our Sales Manager did forward pictures on, however since Ms. ***** is not our customer, we ask that the BBB remover her complaint from our record. The BBB may contact *********** directly with any questions XXX-XXX-XXXX ext 103.

9/3/2015 Advertising/Sales Issues
8/31/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Last Monday, August 17th 2015, I called our sales rep to make sure thatthe correct shingles were ordered and never heard back. A couple of days later, the wrong materials were dropped off. At that point, we talked to our rep he was suppose to order new ones and let the installation team know. That night at 9PM, a crew knocks on our door stating they will start our job the following day. I tell them that the materials are wrong and they said they would exchange them the next day and start. They end up leaving their dumpster in our driveway over night. I call our rep and no response. The next day the crew shows up but they do not talk to us, they just load the dumpster and leave. I call our rep again but no answer or response. Then on a Saturday, another crew shows up at our house to replace the roof. We have never once received a all ahead of time letting us know they will be there. Fortunately we were home because the correct materials still were not delivered. If we had not been home, they would have installed the wrong roof. If it wasn't for me going out and starting a conversation with the crew they would have started anyway. Called customer service, they said they would have our call but he In addition, one side of our house was approved for new siding. I told our rep this, knowing ADHI policy of doing complete replacement, when he was responding he kept saying to go and fight with the insurance to get them to cover it and said if I get nasty with the insurance company that would help. The rep/his manager keep trying to pressure us to keep fighting with the insurance company instead of just declining the job. The rep even said to have another company do the work. If insurance approved the full replacement, ADHI would do the rest of the job which doesn't make sense.I have called customer service multiple times (left a voicemail during business hours) and used their online chat. Our issue was escalated as urgent but still no call. Seems like ADHI's time is more valuable than mine. Product_Or_Service: Roofing and Siding

Desired Settlement: DesiredSettlementID: Contact by the Business Contact by someone other than the rep and his manager that we had been working with. Their pressure/sales practice seems unethical and not customer focused. Clearly, they just want the money.

Business Response: Initial Business Response /* (1000, 10,***15/08/28) */ We regret that Mr.****** felt that he had to escalate his concerns to the Better Business Bureau as we are certain this can be resolved by speaking with a member of our management team at our corporate office. Our Senior Customer Service Specialist, ************ spoke with Mr.****** on August***,***15 regarding his concerns with his sales representative and the work being done. Mr.****** informed **** that he has been in contact with our Sales Manager Ben and he is taking care of the situation for him. We ask if Mr.****** have any further concerns or questions he reach out to our Customer Service Department at XXX-XXX-XXXX Option*** Initial Consumer Rebuttal /* (2000, 12,***15/08/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the sales manager and he is working with me on this. On thing to note, the reason, I went to the BBB because I had contacted customer service 3 times (twice by phone and once using the internet chat feature) and all they were do was escalate the issue to the sales rep who wasn't responding to me in the first place.

8/26/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: On May 5, 2015 I called and left a message for ADHI due to they are the company the prior owner had the roof put on. Due to rain our 2 of our three skylights were leaking. I called several time to get someone out and never got a call back. Then on May 13, 2015 at 7:45pm to roofers showed up. They did not speak any english. They got on the roof and started taking the skylights apart. The then cocked all the skylights with white cock and damaged the casing on the top that encloses the glass on our skylights. They were on our roof in the dark using cell phones for light and tripping over there power cords. We called on May 14, 2015 and talked with a ******. We then emailed and called everyday and talked with ****** to get someone to call us to get the repairs done and never heard from anyone until May 18, 2015,********* then came out that day and looked at the damages and said they would set up a time for a roofing crew to come out and fix the skylights. We then called again everyday with********* and ****** and got a voicemail from ****** to set up a time for the roofers to come out. We then left messages for her everyday and never heard back from her. We then called********* and he set it up for the roofers to come out on June 6,2015 at 9am. We waited around until noon and then called********* he then checked with the office and said they are still coming but he could not get a hold of the roofers to see what time. We then got a call from ****** stating that she did not get it set up for that day and no one was coming. We then called her on Monday to set up for Friday, June 12, 2015 and never heard back to confirm if it was all set up. We then tried texting the number she calls from and got it set up. Due to the weather on that date we set it up for Saturday, June 13th. The roofers came out and put new flashing and new shingles on that the other guys damaged and cocked the skylights so they would not leak. We have tried calling them back to get the skylights fixed back to the way they were before they did anything to them and have no reply. Our skylights are still leaking when it rains heavy but in a different spot then before. We just want the skylights repaired to how they were before or replaced to match our other one. They do not sale our skylights that we have no more. So we have priced the skylight with similar features as ours has.

Desired Settlement: We are wanting them to replace or repair if they can get the parts from ****** We want all our skylight to match as they do now.

Business Response: Initial Business Response /* (1000, 5, 2015/07/08) */ Our office has been in communication with Ms.******** regarding her concerns, and we have set up for our Service Specialist,****** to meet with the homeowners and address all their service needs. We have apologized to Ms.******** for the lack of communication in this matter, and will make sure all repairs are done to the homeowners satisfaction. Our Senior Customer Service Specialist, ************, has informed Ms.******** to please reach out to her personally with any other questions or concerns. Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First the ADHI tried not to cover anything due to them saying that they did the work out of courtesy as the warrenty would not extend over due to we were not the original owner. ADHI I also sent us a letter that the previous owner called them and had them transfer the warrenty over into our name. On the letter it did state that we are covered for a warrenty for five years on the roof. They then told of that a****** from their service department would be calling us to set up a time to get the issues taken care of. We received a voicemail from a***** and he stated he wanted to set up a time to come out and cock our skylights for us. I then emailed **** with ADHI letting her know this and that they are not going to cock them anymore and that we want them either repaired with the parts from the manufacture or replaced to match our other one. We have not heard back from either **** or***** or******. This was on Wednesday, July 08, 2015. Final Consumer Response /* (4200, 18, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have stated to us that they will install new skylights but we have to pay for the skylights. We are not happy with what they are saying due to they are the ones that damaged our skylights. They had no damage on them before ADHI touched them. Their company is the one that took and put all the cock and flashing on our skylights. They also still leak depending on how hard it is raining and how the rain is coming down. We never wanted them to actually mess with the skylights of the leak that we were having was not in the skylights themselves. It was on the roof line below the skylights is where they were leaking. Please let me know what we need to do from here. They keep saying that they will collect them and that is the repair. And their service rep********** came out and even told us that's just a temporary fix and that they need repaired with parts from the manufacture ****** Final Business Response /* (4000, 16, 2015/08/21) */ Our Account Resolution Manager,*********** and our Senior Customer Service Specialist, ************ have been in touch with Mr. ****** and Ms.******** regarding their request for their skylights to be replaced. We have offered a resolution to the homeowners that our Service Team would come out and fix the issue at hand, Mr. ****** and Ms.******** have denied the service. At this time, since other options have not been accepted, American Dream Home Improvement has agreed to assist the homeowners with looking into pricing and installing new skylights, at the cost of Mr. ****** and Ms.********. American Dream Home Improvement has explained in great detail to Mr. ****** and Ms.******** what we are willing to do regarding the services. We ask that the homeowners contact********** at ********************* or ************ Ext**** with any other questions or concerns.

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ADHI finished our roof on 6/15/2015. I have contacted our sales rep**** around 6-8 times over 6 weeks since job was finished. We received a bill for 9547.70. I contacted**** and was told they work with the insurance company to come up with an agreed upon price. On the contract we signed it would be 4557.82. *** then told me we are waiting in the inspection with the*************** to make sure roof is up to specs and done correctly. I contacted***** , Inspector Supervisor,*************** on 7/30 and was told our address is not on the books to be inspected. (THis is 6 weeks after roof finished). /I contacted**** and he called me back on 7/31/15 with some message saying " The city if******* cannot approve Urgent inspection will be 4-6 weeks. On the back of contract it says " The proposal will expire 90 days from date accepted in writing by the Co. After 90 days, Co. reserves the right to revise our price accordance to cost" also on the back of contract ( 90 days is 8/19/2015) " Payments are to be made 1/2 upon date of delivery of materials and balance upon completion of work. Other arrangements must be discussed with credit manager" This to be finished and collected so we can mover forward with our home getting painted. This company is very unprofessional and I wish I read the reviews before I went further with the contract. The run around and lies are getting old. I already have contacted our local TV station to pursue this further if not completed and fininshed within 14 days.

Desired Settlement: Close out billing and collect the 4554.82 and 700 deductible. We just want this to be finished so we can move forward with our home improvements.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ We regret that Ms.***** has escalated this matter to the Better Business Bureau as we are certain this can be resolved by our Senior Customer Service Specialist,************** Ms.***** signed a contact estimate with our company on 05/19/2015, our price per square is listed however measurements are not exact until the day the work is done to allow for shortages. We also bill for insurance proceeds so our estimate is just that, a starting price. American Dream Home Improvement has been in contact with Ms.***** on 08/07/2015 and we have explained in great detail our billing process and addressed her concerns regarding her inspection with the city of ******* Ms.***** appears to be satisfied with our response and understands that we are still working with her insurance to finalize her claim. If Ms.***** has any further concerns, we ask her to contact our Customer Service Department at***********************

8/24/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: American Dream Home; I will never do business with or recommend them to build a doghouse. They are totally untrustworthy. Whenever their crew showed up for work, they never understood the scope of the work, and never had any type of work order to sign off. They just did what they wanted to do in a manner expedient to their needs, regardless as to how poor; there is a total lack of supervision and direction. 1) In November of 2014, their sales rep. inspected the roof and helped get the insurance approval for replacing the hail-damaged roof, my stipulation was that it be done in the spring, rather than the damp snowy weather. There was an area missing a shingle or two and they were supposed to put temporary protection on the area. IT DID NOT HAPPEN. 2) They showed up in mid-February, just after a snowfall and wanted to work; no one on the crew understood English and spoke very little English. I called American Dream and the assured me that it was an experienced, well-trained crew and would do the work correctly. The shingles were in my driveway covered in snow and ice. They returned 2 day later with the temperature in the 40's and began work telling my my objections were unreasonable ( per the shingle manufacturer, cold weather installs are okay providing the shingles be keep in warm location for normalization before installation). 3) There was money in the claim to replace a portion of the gutters, the crew removed all of the gutters around the house; when asked why, the crew supervisor could not understand or explain. ADHI told me that it was done so the gutter crew could come out to put up the gutters (arrived two weeks later; oh and by the way, when I called regarding the long wait for gutters, the sales rep. forgot to put them on order). There was a heavy rainfall starting about 11 PM on March 7th and continuing until late March 8th. The patio that was just build in late Sept., had all of the sand washed out of the joints on the stoop and it began to sink where the heavy rain came cascading off of the roof. They would only pay $200 for the damage. The extra work I had the contractor do to build the stoop cost $1,500. The insurance covered the removal and re-installation of the satellite dish on the roof. I had to call the dish company to put the dish back on the roof; when the dish tech arrived, the dish was nowhere to be found. After searching everywhere, the tech found the satellite dish in the trash trailer, left by the roofing crew, and it was broken. They never notified me of the problem. 4) It took 3 return trips to fix obvious problems I and the Village Inspector found with the roof flashing that looked horrible. 5) On June 6th, during a heavy rain, the over-hang roof for the garage began to leak. This area had a previous leak in another spot two years ago and another contractor repaired it, and it never leaked again, now the leak is in a different area to the overhang. I called ADHI to have someone come out and was told to take pictures; so, to my misfortune I did and fell from the ladder onto the concrete floor. I am 70 years old with sever neuropathy, fortunately, nothing was broken, just bruised and hurting. 6) On June 4th, I gave the final payment to ADHI. and paid it. 7) Today June 12th, I received a bill for the gutters that their not so experienced or well-trained crew took down in February, this should have been part of the payout given. It exceeded the estimated cost by 50% because not all were to be replaced, only part and was part of the insurance payout Now I am being asked, and have paid all but $100.00 of the 1406.80 gutter bill. There is only $300 & change to do the $831.00 included for the interior work, screens, and air conditioner repair that was part the insurance payout. Overall, this will cost over $600- 750.00 out of my pocket. They suck every penny they can beyond the original estimated cost and make unnecessary changes without your input or knowledge.

Desired Settlement: Minimum $450.00, this will bring the gutters back in line with the partial replacement that was to be done. I, nor did the insurance authorize a complete gutter replacement, the roofing crew just ripped off all the gutters and when I called after seeing the begin to take down gutters on the wrong side, was told it was alright it would be covered by the insurance claim (it was not covered by insurance, only partial install should have been done. As for the patio stoop, I will absorb the difference in funds already allowed, the patio contractor has warranty work to perform for buckling patio pavers, even though it not enough. The ******* antenna was replaced by my policy with *******.

Business Response: Initial Business Response /* (1000, 5, 2015/08/11) */ American Dream Home Improvement takes pride in our workmanship and our customer satisfaction, we regret that Mr.***** feels that we did everything but that for him. Mr.***** signed a contract on 11/13/2015 to have his roof replaced by American Dream Home Improvement, per request of the homeowner we waited until spring for work to start. Our company installed the new roof on 03/26/2015 with the temperature in the mid 40's, which is acceptable per the manufacture. Mr.***** also had new gutters installed on 04/11/2015 that State Farm fully approved to have done. Mr.***** had some issues with his patio regarding the foundation, unfortunately our company cannot be held responsible for the install performed by another company. We did offer the homeowner a courtesy credit for the delay in putting up his gutters that caused some extra water to go around the home, but that offer was denied by Mr.*****. Our company apologized to Mr.***** for the misplacement of his******** dish, we did give him a credit towards his account in the amount of $100.00 for the inconvenience. On 06/07/2015 Mr.***** notified his sales representative,***** that he was having a leak in the garage. Our service crew completed the repairs on 06/17/2015. Our company received confirmation from the Village of********** that we passed their final inspection for the work performed. On 08/04/2015 our Senior Customer Service Specialist, **** ******* reached out to Mr.***** regarding his compliant and to address any questions or concerns. **** explained to Mr.***** that his insurance company did in fact cover all cost to have the gutters fully replaced. We offered the homeowner a gift card for any confusion or miscommunication he felt took place regarding his account, Mr.***** denied the offer. Mr.***** has paid his balance in full and has no further obligation with us. If any further questions arise, Mr.***** may contact **** at *********************

8/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Dream Home Improvement Inc. was contracted on 12/30/14 to replace siding, gutters, downspouts, soffit, fascia, window and door wraps. Also to remove debris from the yard and protect the landscaping. Work was estimated to be completed in 7 days.Work was not completed for 5 months.There are multiple problems with the work. Outdoor lights on the rear of the house were replaced incorrectly, and no longer function. Openings were left around the outdoor lights allowing rain and moisture in and causing other lights in the back hall to malfunction. They came and closed the holes, and promised to fix the lights, but never did. When the old siding was removed, they 'accidently' cut the cable TV cord and the telephone connection. The cost to repair the connections $100, and the homeowner was promised reimbursement, which has not happened. The company didn't provide new gutters, as they had been recently replaced, but the company did damage the existing gutters and they are bent and leaking. They promised to fix the gutters, but have not done so. Debris was left in the yard, blowing into the neighbors yard. All of this resulted in many many phone calls to the company without satisfactory results, except the debris was finally mostly removed. Product_Or_Service: Replace siding on house Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Complete promised repairs to lights, gutters and reimburse homeowner $100, also as promised. Homeowner has a receipt for the cost to reconnect cable and telephone service.

Business Response: Initial Business Response /* (1000, 5, 2015/08/07) */ We regret that Ms. ***** felt that she had to escalate her concerns to the Better Business Bureau. We feel confident that this matter could have been resolved by speaking with a member of our management team at our corporate office. We also believe this complaint can be blamed on miscommunication, which we hope to clarify in our response. On February 2nd, 2015 Ms. ***** had her siding replaced by our company. On 02/09/2015 the homeowner informed her claim specialist,**** that her phone line was cut and she had **** come out to repair it, also her cable line. We requested that Ms. ***** send us the invoice for the repairs and we would credit her account the proper amount. Our Customer Service Department left a voice mail for Ms. ***** on 02/25/2015, 02/27/2015, 03/03/2015, 03/04/2015, 03/05/2015, 03/27/2015, and 04/07/2015. On 04/08/2015, Ms. ***** called into our office to say her exterior lights were not working. Our service crew went to the property on 04/20/2015, to evaluate the issue and found that the homeowner needed to contact an electrician to run longer wires due to the new siding put on. Per our contact, line 21, clearly states we are not responsible for electric. On 04/21/2015 we contacted Ms. ***** regarding the invoices for the cable and phone, and we received no response. On 05/26/2015 the homeowner called into our service department to say her gutters were leaking, our crew was on the property on 05/27/2015 and repaired the gutters for Ms. *****. Ms. ***** called into our office on 06/11/2015 to say her light fixtures were smoking, we immediately told her to turn off the power to the outside lights and contact an electrician as previously stated. We also requested the invoices for the cable and phone again. Ms. ***** did not have any contact with our company again until a complaint was filed. Our Senior Customer Service Specialist, ************ reached out to Ms. ***** and explained she needed an electrician for the outside lighting, and requested the invoices for the cable and phone so we could properly credit the account. Ms. ***** said that she would fax the documents to our Downers Grove location. As of 08/07/2015 we have left another voice mail for the homeowner and we have not received the documents requested. We request that Ms. ***** contact ************ XXX-XXX-XXXX Ext ****

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted the American Dream to get a New Roof but unfortunately they damage my Gutter and did not replace the plywood boards they said that they were going to replace.They put glue on my gutter and nail they to the roof...and leaving short on both sides of the roof.. Product_Or_Service: Roof Order_Number: **********

Desired Settlement: DesiredSettlementID: Refund I would like the company to reimburse me my money that I had to pay out of the pocket to replace my gutter hanger.All I want is my money back

Business Response: Initial Business Response /* (1000, 10, 2015/07/31) */ Our office spoke with Ms. **** on 07/31/2015 regarding the gutter service performed on her property by our technician. We apologize if we could not install the gutter helmets to Ms. ****'s satisfaction and will gladly extend a discount, upon receipt of the invoice. Ms. **** will supply us with the invoice from ****************** Company for the services completed. Once reviewed, we will reach out to her again to confirm the discount amount. We request that Ms. **** contact ********************************* with any other questions or concerns.

8/14/2015 Problems with Product/Service
8/3/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: After a sales guy knocked on our door multiple times to check on our roof on April 2015, we agreed to have American Dream Home Improvement replace our roof after it was damaged by hail. The roof was placed on April 2015 and that is when my true nightmare started. After the crew left, we checked the roof and noticed various sections of the roof glued (no nails), broken beams, chipped house corners, exposed and unpainted aluminum, and siding that was pulled out of place; all done while this crew removed the old roof of our house. We immediately took pictures and called our sales guy ************** multiple times and also sent him text messages. We contacted him because he promised to have the best roof replacement ever and promised that we will be satisfied customers. We never heard back from ************ and we soon received a bill. The day we received the billed, we called American Dream Home Improvement to ask them why no one has come to check the roof to confirm it was done right. The customer service lady ***************** said that they required a payment of at least $1,000 and pictures, to send someone to my house within 2 week to make note of and schedule to fix the damages. I sent a payment for half of the bill (payment of $3,798.38) and I also sent pictures of the damages. American Dream Home Improvement has failed to repair the damages done. I have contacted American Dream Home Improvement about 10+ times and nothing gets resolved. They have requested in 4 different occasions pictures of the damages, which I have sent and I am still waiting. On June 24, 2015, I finally spoke to **** and his tone of voice and condescending attitude made it impossible to speak to him about the issues. **** spoke to me as if I had no clue as to what I was talking about and kept talking over me when trying to explain the damage. He was completely rude, unhelpful and unwilling to resolve this case.

Desired Settlement: I don't want anyone from American Dream Improvement to go to my house when I am not there. I want them to schedule with me in advance whenever someone is going to go to my house to "look" at the damage or "repair" the damage. American Dream Home Improvement is dragging their feet and they seem not to want to accept responsibility for the damages done to my house and roof. I would like for all the damages to be repaired as soon as possible. There are sections of my house that are exposed and water could come into my house and cause more damage; A perfect example of that is the pulled out of place siding. If American Home Dream Improvement takes long to fix the damages, I will be forced to hire a different contractor to fix the damages and bill them for it. If they are not willing to fix the damages, I need to hear that from them so that I can hire a different contractor and bill American Dream Home Improvement for it.

Business Response: Initial Business Response /* (1000, 5, 2015/07/06) */ American Dream Home Improvement would like to apologize to Ms. **** as she feels our company wasn't responding in a timely matter to address her issues. The homeowner called our office on *** 11th, 2015 informing our Customer Service Team that she was having some issues regarding the build. Per policy we requested pictures from the homeowner of the concerns so we can properly set up a service call for her, we received the pictures from Ms. **** on May 27th, 2015. Our Service Crew addressed the issues and completed them on June 1st, 2015. On June 18th, 2015 the homeowner did a Web **** with our Customer Service Department and explained she was still having service issue, at that time we called the homeowner immediately and sent her to our Service Department. On June 24th, 2015 the homeowner spoke with our Service Manager,****** who set up a service to be done ASAP for Ms. ****. On June 25th, 2015 we had a Service Specialist, Brian meet with the homeowner to go over all her concerns. American Dream Home Improvement has been in constant contact with the homeowner regarding the services that need to be completed. If Ms. **** has any further questions or concerns, we ask that she contacts ************************************ Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partly accept the response provided by ADHI, but I partly disagree with their response because their timing of when the events occurred is incorrect. By *** 27th, 2015, I had already sent the pictures of the damage twice to them. The first time was on May 12th, 2015 and the pictures were emailed to ************@gmail.com as they advised me to. The other set of pictures were mailed to them along with the check, which is what they are saying they received on May 27th, 2015. In either of those two times, they did not call me to schedule an appointment to fix the damage to my house. The only thing they came to do the first days of June, was paint some exposed shining sheet, but the damage to the siding and to a roof board was still pending. For them to state that on June 1st the issues were completed, it is completely incorrect. I had to reach out to them on June 18, 2015 because the damaged siding and the broken beam were still not fixed and NO ONE had contacted me to schedule an appointment. On that same day, I sent pictures of the damages again. This third time I sent the pictures to ********************@gmail.com. Then on June 24, 2015, I finally spoke to someone about the damaged siding and the broken beam. At which point ****** was speaking to me as if I was stupid and as if I was bothering them with my request. I them spoke to Brian who came to my house on June 25th to look at the damage. On June 26th, ***** nailed back in place the damaged siding of the front of the house and of the fireplace. On June 30th he replaced the broken board. Brian indicated that we will have to paint the board since the board they used is color beige and the broken board is white. Now, we are waiting on our insurance company to send a roof inspector to see if they are good with the roof replacement and the repairs done to the damage caused by ADHI. This case is NOT yet closed. Final Business Response /* (4000, 9, 2015/07/22) */ It is our understanding that Ms. **** is waiting on an inspection from her insurance company before she deems her complaint resolved. Our office has also spoken with her insurance company, who indicated that they needed a final invoice and a completion letter from us. We have sent both of these documents to ********** on 7/13 & on 7/17. Our Customer Service Department will follow up today to confirm they've received our fax and that they've released the depreciation check to our customer. We will continue to work with Ms. **** and if the inspector reports any further issues, our Service Department will gladly review them with her. We ask that Ms. ****, the inspector or her insurance company contact ************ at *********************

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim # 13UXXXXX $29,702.13 total amount of project. We have been trying to get the company to correct several construction issues we have on our home ever since they completed the job. 2 windows in our home are nailed shut. Part of our siding is not nailed together. We have sagging areas in several places on the house. We have 3 windows that we have to use duct tape to hold the storm/screen windows in on. We have damaged siding from improper wrapping around doors and posts. We have damage to existing home from workers not removing the old siding correctly. We have gutters that were installed improperly and are now falling down. They have sent someone out time and time again that have agreed that the issues need fixing. They have set up at 3 different times to come out to fix it all and have never showed up. Now they are saying they have no intention of fixing any of the issues. We have contacted the Village of ******** and our insurance company and now with you BBB.

Desired Settlement: They need to come out and repair these issues as soon as possible and actually fix them, or let us get an estimate for repair costs and bill it to you.

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ American Dream Home Improvement takes pride in our workmanship and our customer service, we appreciate our customer's business as we know their home is their biggest investment. Our company has gone above and beyond for the ******* property regarding their service issues and concerns. The first service call the homeowner placed was on 03/13/2012 for siding, this was addressed on 03/15/2012, homeowner was happy with the service completed and voiced no other concerns. The homeowner notified our company of another service issue for their garage siding on 05/25/2013, this was addressed on 06/05/2012. On 04/29/2013 the homeowner notified our company of a hole in their siding, our company came out on 05/07/2013 and completed that service. Our service team has been to the property every time the homeowner had an issue, and we addressed them each time. After 2 years had gone by Mr. & Mrs. ******* contacted us stating that they are having more issues with the work that was done. On 6/19/2015 our company sent our Service Director to the property for a walk through, the findings showed that all the concerns stem from structural inaccuracies beyond our control and are unrelated to our workmanship. Our service department has informed Mr. & Mrs. ******* of this information. Initial Consumer Rebuttal /* (3000, 11, 2015/07/13) */ In response to ADHI comments. All of the issues we are experiencing are due to improper installation of the siding on our home. **** came out to review these issues and sighted that these we indeed workmanship issues and needed to be corrected. However, when the ADHI contractor came to our home while no one was home, (*** 9th, 2015) he repaired only 2 of the several areas needing to be redone to correct the issues. If they had followed through on the previous 3 scheduled appointments that my husband had taken off work for, he would have been instructed as to what other areas of the home needed to be addressed. Without a homeowner present, we were not able to confirm that all the work was indeed done that day. Per our conversation with ****, who was the representative that came to do a walk through 2 months ago, the windows in the back of the home, that now require duct tape to hold them in place, would be repaired. **** agreed that the framing was done improperly and needed to be redone. During this walk through, the gutter over the garage that they installed is falling off and he agreed that that also needed to be addressed. The wrap around our front and back door frames were installed improperly and over time are now damaged from improper installation. **** agreed once again that this was their mistake and would be repaired also. 3 of the windows of our home still remain nailed shut. These are "pocketed" windows that the contractor knew about during installation and still used nails too long or poorly placed. **** tried each window and agreed that they were indeed nailed shut from the outside siding. On *** 9th the contractor only fixed one area of sagging and rewrapped a front porch post. During the removal of the old siding the contractor damaged the existing flashing in many areas of the home. While unprofessional and sloppy, we are not asking for all of these to be repaired. However, the non-working windows, damaged door frames, falling gutter and correctly nailing the siding to avoid future issues, we feel are the very least they need to address to continue to claim that they take pride in workmanship. We were assured by their representative that all of these installation problems would be fixed asap. To date, only 2 have been addressed. We contacted****************** (6/22/15) and she instructed us to e-mail her a list of the issues we are still experiencing along with any other important information pertaining to the case. She assured us that she would get back to us later that day of first thing Tuesday morning. To date we still have not heard back from her. **** and other representatives from ADHI have all indicated to us, through various phone conversations, that do not intend to address any of the rest of the issues with the home. This prompted us to file this case with the BBB. The siding has sagging issues throughout the home, due to the lack of proper nailing of the panels. Over time, these areas will continue to sag and fall off, and we will continue to find it necessary to call ADHI in the future to have it repaired. I have attached pictures of the home during the renovation and it clearly shows these windows without the necessary duct tape needed today. I have also attached pictures of all of the remaining issues. These are not "structural inaccuracies" but solely due to poor workmanship from their subcontractor who preformed the renovation. Their own representative agreed to all of these issues and agree during the walk through that they would rectify them as soon as possible, with his apologies for having waited so long. We feel they would like to drag the timing on these repairs out until the warranty expires or until we finally get tired of the endless lack of quality customer service from ADHI. Thank you BBB for your time and attention to this matter. UP-Date (7/3/15): My husband called and spoke with Ms.******** yesterday after not hearing anything back from her for the last 2 weeks. She told my husband that she would look into it again, but that she was told that all the issues had been addressed. We told her they are not all addressed and she said she would get back to us, yet again. Sincerely, ************* Final Business Response /* (4000, 13, 2015/07/22) */ On 07/21/2015, our National Director of Service,**************, reached out to Mr. *******, on behalf of our Customer Service Team. *** will be scheduling an appointment with the *******'s to reinspect their siding. Any loose siding and areas that need to be re-caulked will be addressed, however any additional structural issues will not be repaired. Mr. ******* understood and stated that he agreed to these terms. We request that Mr. & Mrs. ******* contact our Senior Customer Service Specialist,*************, at ******************** in the meantime with any questions.

7/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contacted company 11/6/14 for estimate. To complete within month. Made follow up calls to sales person **** Did not complete on time, when roofers did come out to replace, was not done completely, hispanic male tells us someone will be out to finish. Again we call *** status, a roofer shows up with tubes of caulking for roof. within week of completion in Jan. 2015, water damage in garage. We call *** again to have someone come out, they never did. My husband climbed up to the roof, to find where tubes of caulking where used a blob of caulk. We have pictures that we also sent to *** of water damage in garage. We had roof re-repaired, dry wall pulled and replaced in garage. Company has been aweful to work with on balance. No acceptance of their workman or their product.

Desired Settlement: $500 for the material and labor we had to pay to correct their shotty work.

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ Our records indicate that Mrs.****** signed a contract with our company on 11/06/2014 to have her roof replaced, which was completed on 12/18/2014. Due to a previous and separate claim in 2012, that our office was not aware of, her insurance company, American Family, was not willing to release her depreciation money to us which became a billing discrepancy for the work we completed and unrelated to that 2012 claim. Our office requested the******'s assistance in straightening out this matter by calling them and leaving messages on 01/29/2015, 02/03/2015, 03/23/2015, 04/01/2015, 04/15/2015, 04/21/2015, 04/28/2015, 05/19/2015, 06/23/2015, and 06/26/2015, with no response. Our office eventually discounted the bill $7,324.68 as we could not properly the invoice with American Family. The account was past due and a sticker was placed on the property on 7/2/2015. The very same day, our office received a call from the new homeowners indicating that the Sage's no longer lived at that residence. On 7/7/2015, Ms.****** contacted our Customer Service Department to make a payment of $1,023.43 and stated she was filing a complaint with the Better Business Bureau but would not elaborate. We regret that Ms.****** had to escalate her concerns with the Better Business Bureau as this matter could have easily been sorted out with our Customer Service Department. A credit of $500 has been applied to the outstanding amount of $6,824.68 with American Family. We ask that Ms.****** contact our Senior Customer Service Representative, ************, at********************* to resolve this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have left 3 messages for ************, and have not received a call back. Final Business Response /* (4000, 9, 2015/07/27) */ We acknowledge that Ms.****** left 3 voice mails for ************ over the weekend. One message was left on Friday, 07/24/2015 at 4:45 p.m., the second message was left on Saturday 07/25/2015 at 9:30 p.m., and the last message was left Sunday 07/26/2015 in the evening.******* office hours are Monday through Friday 7:30 AM to 4PM and as******* voicemail greeting indicates, all calls will be returned 24-48 hours. As of today at 1:10 PM, 07/27/2015,***** spoke with Ms.****** and explained her invoice in great detail. As her signed contract stated, our company invoices for insurance proceeds. Ms.****** and her insurance company was not willing to work with us regarding billing discrepancies so a balance of $6,824.68 was administratively closed. Ms.****** requested a credit of $500 and our company honored her desired resolution to make up for any inconvenience she felt she experience. The credit was discounted from the six thousand dollar amount that was administratively closed. Ms.****** no longer lives at the property and we have honored her request therefore, we consider this matter closed. Final Consumer Response /* (4200, 11, 2015/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) First I did not leave a message on Saturday 9:30, I left 2 messages on Friday one at 3:30 and one at 4pm. It did not state which time zone the calls had to be made as well as her message did not state business hours. When I left the message I left on Sunday, that voice message did state the office was closed. I did receive a call from Ms.******** on Monday 7/27, my husband was in the car with me and could hear her tone and what she was saying as I didn't have the call on speaker, she immediately was defensive of the 3 messages I left and then responding via the BBB that the resolution wasn't satisfactory. I explained that the reason I filled out the BBB was because it was due by the 27th and that I was driving out of state all day on Monday the 27th and needed my response recorded. Ms.******** then stated that this complaint was because of the insurance company not releasing additional funds and that we actually owed over $6k. In Jan. '15 an adjustment was made to account due to insurance discrepancies reducing the balance to $1k, and that American Dream Home Improvement credited us $500 I explained that that was not what the complaint was for. It was for shotty work completed by American Dream Home Improvement and very poor customer service. My husband and I had to fix what American Dream Home's work. We had to put in our own labor time, purchase the products to fix it as well as hire a contractor to install and repair their installation. We have provided photo's to**** ******** of the damage and what needed to be fixed and we called**** dozen's of times or resolution. In speaking with Ms.******** on Monday July 27th the poor customer service continues, Ms.********'s tone was, in my opinion threatening, and stated that the BBB is only a mediator and that nothing else was going to come of this. I again explained that my opinion was that it was not resolved and that American Dream Home Improvement is still not acknowledging their fault in the additional time/labor, product, and repair of the work performed. The balance was $1k we called**** numerous times to resolve, we paid the $1k, when I did call in the payment I explained to Caleb the customer service agent that while I understood his role that no I was not satisfied and that I would be filing an BBB complaint about the shotty work completed. He stated he was sorry to hear that and the call ended. At this point I would like other consumers to know what to expect when doing business with American Dream Home Improvement.

7/28/2015 Delivery Issues
7/24/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 6/13/15, Stephen ******** came to home stating the company he was working for and offered to check the roof for damages obtained from the hail storm on 6/5/15. He showed myself and my husband pictures of damages on the roof. He stated he would speak with our home insurance company concerning the damages he saw and signing the form he had would give him permission to do so. I made sure to tell him I absolutely was not signing any contracts, he continued to reassure me multiple times I was not signing a contract, it was ONLY giving him permission to speak with my insurance company to inform them of what he saw. He also stated this was the reason he needed to be present when the adjuster came to my home, to make sure the adjuster didn't miss anything and saw the same things he saw and had pictures of. On 6/22/15, a State Farm adjuster came and gave me a summary of what my insurance company was allotting for the roof to be repaired. Stephen was not present, he sent someone else instead. I later spoke with Stephen who stated he received the ok from his supervisor to fix the entire roof and the materials were to be delivered. I told him to hold off on the materials, I have not been told how much the roof was going to be to get replaced and I needed the specific amount of what it would cost because if it was more than what my insurance company is giving me and I can't afford the rest, I will be holding off on getting the roof fixed. He continued saying that he understood and he couldn't give me an amount until he saw the summary packet given to me by the adjuster because it showed the dimensions of the roof. I texted a picture of the summary sheet I was given by the adjuster on 7/8/15. He stated he needed to see the entire packet to give me a price and wanted me to download an app on my phone that would scan the pictures of the packet and send them to him which I declined. On 7/8/15 I asked if there was a fax number. He stated he had to get the fax number from his supervisor. He texted me the fax number as (913) 283-7046, which I still have the text messages. I attempted to fax the information multiple times, it would not go through. I texted Stephen back stating this and his response was "Ah I see." On 7/14/15 as I'm leaving my home, someone arrived with a flatbed stating he was here to deliver materials for the roof. I became very upset because I made myself very clear with Stephen to hold off on materials being ordered because I needed to know specifically what the cost would be to see if it's something I can afford do, which Stephen to express understanding about. When I informed the driver I did not give permission to have materials delivered to my home, he told me he could not take the materials back because the materials were brought here from a warehouse in Kansas City. The materials were left in my driveway. I contacted Stephen very upset, telling him that I specifically said to hold off on materials until I knew what the price of the repairs to the roof would be. I then asked Stephen how did he even know how much of the materials to order if he didn't have the dimensions. He then stated that what he had sent should cover the entire roof. I again expressed how upset I was for the materials being sent to my home. Stephen continued stating he understood and if I can send him the packet summary, he can get me a price and if I decided I couldn't get the roof done, he specifically stated he would pay out of his own pocket to have the materials picked up. The packet summary was scanned and emailed to him requesting to know the exact amount of fixing the roof, including the deductible. I do have correspondence through email between Stephen and myself which can be forwarded or printed and faxed to necessary parties. I am also requesting to be contacted by email because I have more information with more correspondence with Stephen and his supervisor Mike as it was extremely difficult to condense this.

Desired Settlement: All I am seeking is to be contacted by the Better Business Bureau because I do have more correspondence to discuss and it was extremely difficult to condense all the information. This has been a very stressful experience and I am truly upset and outdone with how this business was conducted in using fake and fraudulent tactics in order to strong arm homeowners into utilizing their services.

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ We regret if Ms. ****** feels that she was pressured into working with us. Our sales team is not trained to "strong arm" homeowners into signing contracts. Ms. ******'s complaint will be forwarded onto our Sales Managers for further review. We apologize for any inconvenience, however strongly deny any allegations that our contract or business practices are fraudulent in any way. Ms. ******'s contract has been cancelled and she has no further obligation with us. Any further questions or concerns can be directed to our Senior Customer Service Specialist, ************* ************ Ext ***. Initial Consumer Rebuttal /* (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/23/2015 Problems with Product/Service
7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had a major rain event around June 9th, 2015. Our roof was installed on 8/11/2010 with a 5 year warrantee on workmanship. Our kitchen ceiling was damaged because I was told there was water infiltration from the saddle area of our roof that was NOT installed correctly. I got two inspections, one from Country Financial Insurance ****************, Insurance Adjustor Phone #XXX-XXX-XXXX) and from a inspector from ***************************** Phone #XXX-XXX-XXXX) Both said the workmanship was inferior. I have tried to contact American Dream Home Improvement multiple times with no success. I am looking for American Dream to make necessary repairs to the "saddle area" and to reimburse for damage to kitchen ceiling.

Desired Settlement: Necessary repairs to roof, and necessary repairs to the kitchen ceiling due to shoddy workmanship of the roof install.

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ American Dream Home Improvement apologizes if Mr. ********* feels there has been a lack of communication from our company. However, account notes do not show any incoming calls from Mr. ******** regarding any leaks. Our Service Manager,************** sent a Service Tech out to Mr. ********'s property on 7/14/15. The inspection revealed that a small section was not installed correctly over the kitchen and this will be repaired immediately. We request that Mr. ******** contact our Senior Customer Service Specialist,************** at 877-266-8666 Ext 150 with any further questions or concerns. Initial Consumer Rebuttal /* (2000, 7, 2015/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Came out and made necessary repairs.....

7/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In the summer of 2012 I was approached by an ADHI sales rep (unfortunately I do not have his name)concerning roof damage from a storm we had.(Claim number XXXXXXXXXX) I was told the the warranty would last 10 years. That if at anytime I had an issue they would come out to take care of it. It is now 2015 and I have a leak in my roof. I called and was told that it would be $75.00 just to come out, plus parts and labor. I was also told that it was not under warranty due to the fact that it has been three years. This is not backing up their service. I contacted another roofing company and they came out and found that there were cracks in some of the shingles where it was not nailed properly. Lesson learned...if you are not looking for a service tell the door to door salesmen no.

Desired Settlement: I would like the roof inspected for more damage and have the damaged shingles replaced. And a guarantee, in writing, that if there are more problems they will be out to repair it with no cost to me.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ American Dream Home Improvement would like to apologize to Ms. ******* for any confusion or inconvenience she felt regarding our response time or the terms of our warranty. Both our Customer Service and Service Department promptly reached out to her on June 19th, 2015 to address her concerns. Although our Customer Service Department was not successful with reaching her right away, our Service Department did speak with her later that evening to schedule an appointment the following morning. Unfortunately, Ms. ******* refused to agree to the appointment without a clear explanation. This issue then escalated to our Senior Customer Service Specialist who then spoke to Ms. ******* the next day, June 20th. It was explained that our company had quickly responded to her concerns but that a desired resolution was not being communicated to our office. Ms. ******* did agree to a service inspection that will be scheduled in the next couple of days, pending weather conditions, after we agreed to waive the $75 inspection fee. Ms. ******* also indicated that she had a different roofing company inspect her roof and caulk a few areas which will need to be closely inspected by our technician. We will discuss our findings and decide how it will effect the terms of our warranty upon completion of the inspection later this week. Should Ms. ******* need additional assistance in the meantime, we ask that she contact our Senior Customer Service Specialist, **** ******** at XXX-XXX-XXXX extension ****

6/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: We contracted with this company to have a new roof and chimney installed. The roof has been completed on 11/6/2014, but a chimney was not installed. We were promised numerous times that a chimney was on its way and would be installed. It has never happened. The company will not even discuss the chimney and keeps trying to get full payment. They will not discuss a reduction in a bill or coming out to do the chimney. Our sales rep was ***** **

Desired Settlement: We would like a final bill with a reduction of $1,500.00 so we can have a chimney installed by another company.

Business Response: Initial Business Response /* (1000, 5, 2015/06/26) */ Our Senior Customer Service Representative has been in contact with Ms. *** to discuss the confusion over her chimney replacement. Ms. ***'s insurance company did not approve the replacement, however our sales representative made an agreed to discount the work after her roof replacement was paid for in full. Ms. ***'s account remained open so her Sales Representative did not submit the paperwork to our Production Department. Ms. *** has since agreed to make a $2500 payment toward her existing balance. Once our office receives this payment, we will schedule the chimney replacement with the understanding that the remaining balance be paid in full once complete, as outlined in her contract. We ask Ms. *** to contact **** ******* at XXX-XXX-XXXX at extension 150 if she has any questions.

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: On September,17 2014 ********* informed me during the initial inpection that they would not replace the siding on the garage that cost would be refunded to me, but the replacement of the trimming on the house would be replaced. The siding on the garage was replaced without my authorization. Now I am receiving invoices for payment for repairs that was not authorized by me and repairs not completed on the house.The completion date indicated on the invoice is incorrect the contractor's was not on site.The awning for my house was not installed until January 27, 2015.This company has not been accurate with their billing nor do they communicate well with the consumer. Also I was threaten if I did not pay the amount of 795.79 I would be sent to collection.

Desired Settlement: There should be a zero balance for this account and no lien against my property or further collection actions

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ Mr. ****** signed a contract estimate with our company on September 16th, 2015 that included an estimate for siding replacement on both the home and the garage. Our company did replace the roofing on the home and siding on both the house and the garage. Our records indicate that we are billing for the insurance proceeds that were paid out to Mr. ****** from his insurance company. At this time the balance due is 795.79 for Mr. ******** remaining deductible that is owed as well as the difference of a decking expense for the roof replacement. American Dream Home Improvement has spoken to Mr. ****** regarding his concerns and our office is still continuing to work with him on a reasonable resolution. Mr. ****** is out of town until Monday 6/15/15 and our Senior Customer Service Specialist will be in contact with him at their set appointment time to address the final resolution. We ask that if Mr. ****** has any further questions, to contact ******* **** XXX-XXX-XXXX Ext ****

6/29/2015 Billing/Collection Issues
6/22/2015 Billing/Collection Issues
6/15/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: In May 2014, ***** from ADHI canvases my neighborhood for work.I allowed him in my home to listen to his sales pitch.He assured me no money would come out of my pocket and sat there and coached me on what to say to my insurance company from the results of his inspection.On June 27, 2014, I was given paper work with no amounts listed for repair of the roof, siding, gutters, downspouts,sofits, and fascia.For amount field, it listed TBD (to be determined).When asked about this, ***** told me no amounts were listed because they were waiting on the insurance estimates, but again I was assured no money would be coming out of my pocket.****** ***** from my insurance company comes to my house on July 11, 2014 and approved work to be done.I sent the first payment of $3,051.38 that was provided by my insurance company directly to ADHI.They ordered my siding at the end of July and it was delivered during the first week of August 2014.Shortly after delivery, my siding was installed.I asked where was the other materials for my gutters and roof and the installers told me that someone else would handle that. They only installed siding.This is when I was left hanging by ADHI. From September to December 2014, I tried to constantly reach ***** at the number he provided of ************.I became weary because I could not reach him and constantly got a voicemail directing me to call ADH.He was so available and accommodating at first and now he was no longer accessible.My attempts to contact the company did not get any results.I left messages and was told someone would contact me.The records that I did keep of my attempts are as follows, but there were more calls that I did not document.On 10/15/14,I spoke to ***** at 1:59pm.She located my account and transferred me to ******* in customer service.******* tells me that they will not touch my roof,yet I was told that my roof vents would be replaced.Now, they have lied to me.******* says someone will come look at my siding for reported damage.Also, ******* said she was going to send something to the service and production department.On 12/12/14, I spoke to ****** who transferred me to ****. **** indicated that she would make sure she reaches ***** and make sure he calls me.On 12/12/14, ***** finally calls me back.He tells me that he will be back in my area soon and he has to remeasure for my gutters and downspouts.He will get back in touch with me.In April 2015, ***** is trying to contact me after I endured a terrible winter with my gutters overflowing with ice causing my entryway to be full of ice.I use a cane and the conditions I had to endure were dangerous.I did not hear from ADH all winter.Now, it is spring and they are harassing me.***** wants to talk now and left a note on my door to call.They are putting stickers on my door and sending letters to me.The letters are threatening me to pay the bill or they are going to send my account for collection or possible liens.They are harassing me for payment of work that they have not completed.They have to finish my gutters before final payment is turned over.I have a right to inspect the final product to my satisfaction.I am so upset with them and do not trust them whatsoever. How can you harass me for work you did not complete?I am still waiting on my gutters to be installed.I wish I had looked them up with BBB before I decided to deal with them and this has been a valuable lesson.I will not pay anything until they finish the work that they indicated they would do including replacing my roof vents that my insurance company has paid them to complete.It will almost be a year in June that I have been waiting for this company to complete their work. Customer service is extremely bad and what type of representative leaves you hanging for months?This company came to me for business and I thought this was a good company.However, my advice is to not open the door when an American Dream Home Improvement representative comes knocking on your door!!!!

Desired Settlement: First, I want the BBB to change this company rating from an A+ because this company is not right and has terrible customer service and fails to deliver promised goods and services. I would agree for this company to complete the installation of my gutters. However, better yet, they can leave me alone and I can hire someone else to do my gutters like I should have done instead of waiting a year and enduring all that ice in my entryway. As for resolving this matter, they should be reimbursing me for my time, pain & suffering, frustrations, their time delay, failure to finish a job, and their breach of contract. I plan to not only inform the Better Business Bureau of their deceptive practices, but inform local newspapers, television shows consumer complaints departments such as ABC, NBC and etc. I will post on social internet sites to warn people about this company. I ask that the BBB help notify consumers and to have this company leave me alone. Oh how I wish I would have read the ratings on the BBB before I decided to deal with this company. BBB should consider going to arbitration on this company's practices. I see they have several locations and I do not know if they all are terrible, but leave the Downer's Grove one alone. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/04/27) */ Ms. ****** signed a contract estimate with American Dream Home Improvement on 6/27/14 with our Sales Representative to try and get ******* ****** to approve for roofing, siding, gutters and downspouts. However; ******* ****** did not approve of a full replacement on roofing or gutters and downspouts as listed on the insurance estimate provide to Ms. ****** from ******* ******* The siding was the only trade that was fully approved for a complete replacement. As for the gutters and downspouts to be replaced, Ms. ****** will need to follow up with her insurance company to get a full approval or pay for the additional costs that the insurance company did not cover. Ms. ****** and our office staff has communicated in the past regarding the work completed to try and help Ms. ****** understand that our company works off of insurance proceeds. The only money that Ms. ****** is being billed for out of pocket is her deductible as it legally states on her contract. Our office apologized to Ms. ****** regarding the communication issues that she had endured throughout the process of working with American Dream Home Improvement and has since spoken with Ms. ****** to thoroughly help her understand the process of filing a claim. Due to the miscommunication we're are working with Ms. ****** to come to a reasonable desired resolution as there is not one listed in her complaint. We have informed Ms. ****** that American Dream Home Improvement has 14 locations, A+ rating with the BBB, and we resolve any complaints that our company is informed about in a timely and reasonable matter. American Dream Home Improvement will continue to communicate with Ms. ****** and ask that she directs all communication to ******* **** XXX-XXX-XXXX Ext 140. We would also like to request that the Better Business Bureau close this complaint until Ms. ****** can provide a clear desired resolution. Initial Consumer Rebuttal /* (3000, 11, 2015/05/21) */ Final Business Response /* (4000, 13, 2015/05/29) */ Again, we have apologized to Ms. ****** regarding the misunderstanding with her account and her assumption that our company was going to complete all the gutters and downspouts at the property. Ms. ****** was provided with our contract estimate as shown she signed on 6/27/15. Our company works based off of the sole discretion of the insurance company's approval in which our records indicate that it was not a full approval on the gutters and downspouts. Since Ms. ****** states that was not properly communicated to her we are willing to accommodate her with a courtesy credit towards her account and continue to honor our same offer. Ms. ****** submitted her insurance estimate to the BBB, those records are incorrect. We finalized Ms. ******'s invoice off of our estimate provided to her insurance company in which ******* ****** agreed to pay out on based off of the scope of work completed by our company on 8/20/15. Ms. ******'s final invoice in the total amount of $4,181.85 for the siding replacement. We are willing to help Ms. ****** understand the process of filing a claim with a call to her insurance company. As of today, we've tried to reach Ms. ****** daily with no verbal communication to discuss a reasonable resolution, and will continue to work with Ms. ****** to come to one. If Ms. ****** has further questions, we request her to contact ******* **** at XXX-XXX-XXXX Ext 140.

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contracted with American Dream in October 2014 to replace hail damaged roof. It took several phone calls to get them to come out to actually do the work. We finally had to threaten to cancel the job, and then they came right out. The roof was finally replaced the first half of December, 2014. During a bad snow storm in January, we noticed problems with the roof (icecicles between the house and patio for one) and called them to come and repair. After several phone calls, they finally came and replaced the flashing, and it looked very unprofessional when they were done. This was done improperly, and the recent rains showed that water was still leaking between the house and patio roof. Several phone calls have been made. No one has called us back or come over. Approximately April 10th, **** called the Centennial office and the woman that answered stated "they will out in 3 days!", and she hung up. We have not seen or heard from them. I called their main number XXX-XXX-XXXX and a chat on 5/28 and was promised a callback on 5/29. We have still not received a phone call.

Desired Settlement: We would simply like the Roofers to come out and fix the damages that they have promised to fix.

Business Response: Initial Business Response /* (1000, 5, 2015/06/09) */ Our office has spoken with Mr. ****** regarding his concerns and since then our Service Crew went out to the property on 6/2/15 and addressed the issue with the flashing installation. We have apologized to Mr. ****** for the reported lack of communication in his complaint as our records do not indicate any calls received from that date as it may be due to Mr. ****** having the incorrect phone number to contact our office. As of today, our office has confirmed with Mr. ****** that he is satisfied with the services and was given the correct contact information to communicate to office. If Mr. ****** has any further questions or concerns, we ask that he contacts Customer Service XXX-XXX-XXXX Option 2 for assistance. Initial Consumer Rebuttal /* (2000, 7, 2015/06/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) We already closed this complaint on 6/4 with the following comments: American Dream Home Improvement came by on June 2nd and made the necessary repairs. We are satisfied with the work now. We cannot see if there was damage to the covered patio due to all the recent rain, but it does appear that the flashing they installed this 2nd time will keep the water out. They also did a very good job repairing and replacing a small section of plywood, underlayment and shingles to an area that showed an obvious lump.

6/12/2015 Advertising/Sales Issues
6/9/2015 Billing/Collection Issues
5/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: American Dream Home put a new roof on my house last fall. I noticed a little valley forming eitherfrom the decking or shingles. I have called repeatedly about the problem. No one is ever there so I always have to leave a message and no one would return my calls. This has gone on for the past month.Today I actually spoke to some one and she said it does not effect the function of the roof. Thisvalley was not there before they put the new roof on and they do not sound like they are going to do anything about it.

Desired Settlement: DesiredSettlementID: Replacement I would like them to fix the problem area.

Business Response: Initial Business Response /* (1000, 13, 2015/05/26) */ Our office has spoken to Ms. ***** in great detail about her concerns and she appears satisfied with our response and completion of services. We apologize if she felt any lack of communication. As of 5/20/15, our Service Crew went out to the residence and completed any services that were reported. If Ms. ***** has any further concerns, we ask her to contact our Customer Service Department at XXX-XXX-XXXX Option 2. Initial Consumer Rebuttal /* (2000, 14, 2015/05/27) */ Complaint #XXXXXXXX 1 message Horton, ****** <*******@chicago.bbb.org> Tue, May 26, 2015 at 2:18 PM To: ****** ******* <********@chicago.bbb.org> Hi ****** - Consumer - ******** ***** left vm re: above complaint. She stated that the issues have been resolved and she was following-up on the request from American Dream Home Improvement (an AB) to call and inform of us that. She was also very happy with the BBB because "until they got the complaint they would do nothing not even a return phone call". d. ****** ******* Director

5/25/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My home had damage to the roof and siding from a hailstorm September 2014. I contacted American Dream Home Improvement because they advertised that they did roof and siding and I was looking for one company to complete all the repairs. They knew from the beginning that only one side of my house was approved for siding repair. At no time during the process was I told that they do not do partial siding. Had I known that, I would have chosen another contractor to do the whole job. The roof was completed and when I started inquiring about the timeline for the repair of my siding, I was told by the first sales guy, Chris, that he needed to and measure and match the siding, which he did. But nothing happened after that. I called their corporate office to ask about the status and they told me Chris no longer worked for the company and gave me another contact person, Rob. Rob came out to look at the sidinG but focused more on me signing the insurance checks over. He also asked me to check with my insurance company to see if they have a color match policy. I did what he asked and told him they did not have a color match policy. I was then told that he was going to call my insurance company. Rob also told me that they would work with the money that was left to get the siding replaced. (He could have told me at that time that they did not do partial siding.) After waiting several weeks for an update on my siding replacement, I decided to call ADHI to check on the status. Rob told me he needed to measure the siding and we scheduled a date and time for that to happen. On the scheduled date and time, he did not show up or call me. I waited a few days before calling their Centennial office to complain that my siding was not done and THAT was when I was told that they could not do my siding because they do not do partial siding. I feel like they intentionally withheld that information from me so that they could get my business to do the roof.

Desired Settlement: DesiredSettlementID: Replacement I would like them to replace the siding or give me back any monies given by my insurance company above what was allocated for the roof so that I can find someone else to do the job. I think it's only fair since they won't complete the job they said they would do. I would also like a detailed breakdown of what was spent to repair the roof.

Business Response: Initial Business Response /* (1000, 10, 2015/05/11) */ Our company has spoken with Ms. ******* in great detail about her concerns and she appears to be satisfied with the outcome as she indicates she has reached out to the Better Business Bureau marking her complaint as satisfied. We have apologized to Ms. ******* regarding lack of communication from our sales representative and will take her feedback as a training opportunity for future business. As for the siding, Ms. ******* is fully aware that our office only does full approvals based off of insurance proceeds as indicated on her contract. We ask that Ms. ******* submits her final payment to close her account out and if she has any further questions to contact Heather Hoak at XXX-XXX-XXXX Ext ****

5/14/2015 Problems with Product/Service
5/4/2015 Problems with Product/Service
4/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A new roof was installed on our home in September of 2014. Shortly after the installation and prior to payment to the Company (AD), the roof began to leak and the house sustained water damage in the garage (i.e. falling drywall debris). AD, after multiple communications, did come back and fix the roof (there was an issue with the flashing). Additionally, our sales representative **** looked at the water damage and communicated that it would be addressed. Since that communication we have been in contact with AD numerous times (2014 & 2015) in order to resolve this matter. Certain AD representatives have communicated that they will send out a crew. Other AD representatives have communicated that we should get our own quote. On 3/27/15, AD communicated that they would contact local Home Improvement company's and call me back within a couple hours with an update - they never called. I spoke with **** from customer service on 4/3/15 and he noted that it is my responsibility to get it fixed (not the Company's) as the Company does not perform interior home improvement/services. I asked for a $3,000 credit or for the Company to identify and send out a crew to fix the drywall, paint the garage (same color) and clean up the mess from the water damage. **** noted that $3,000 was absurd and that it is not their responsibility and that the Company would provide a small credit of $300 - (he did not think that $300 was absurd). I subsequently contacted my insurance company *** (i.e. member services)to document my complaint. My insurance adjustor graciously contacted AD to understand AD's reluctance to accept responsibility. AD communicated to my insurance adjustor that they wanted to work to resolve this issue and that someone from the Company would contact me within the week. I look forward to AD accepting responsibility, contacting me in a timely manner and resolving this matter to my satisfaction so that I can remit final payment and finally put this matter behind me. Do the right thing AD! Product_Or_Service: replacement of roof on home Order_Number: invoice # **** ****

Desired Settlement: DesiredSettlementID: Replacement My $3000 quote for the interior water damage is absurd per AD representatives. I would like for the Company to identify a reputable local home improvement company to schedule an appointment in order to a) replace the damaged drywall, b) appropriately tape/mud and repaint the entire garage ceiling, c) clean up the mess from the damage and appropriately protect the property in the garage. I would like AD to warranty the interior work with same/similar terms as the roof.

Business Response: Initial Business Response /* (1000, 5, 2015/04/14) */ Mr. ************'s roof replacement was completed on 8/29/14. Our office was informed of the reported leak on 11/18/14. The Service Department did repair the roof and communicated with Ms. ************ on 12/10/14 regarding an area of drywall in the garage that needed to be replaced due to water damage. Our service policy is to collect proper photo documentation before issuing any form of a credit as the homeowner requested. Our office did receive a photo on 1/14/15 showing a small section of drywall that needed to be replaced and would not exceed an unreasonable amount. Our company does not complete interior repairs and American Dream Home Improvement was willing to offer a courtesy credit on the homeowner's account that was fair based off of our service teams estimate and damage shown in the photo received We have acknowledged the homeowner's concerns regarding lack of communication throughout the process of the drywall repair, and have since worked out a resolution on Mr. ************'s account for the 2 pieces of drywall to be replaced. Our Service Department will have a company to complete the repair, but need access at Mr. ************ residence to complete the estimates and have not been able to set up a time. We ask that Mr. ************ contacts ******* **** XXX-XXX-XXXX Ext 140 or responds by email so we can continue moving forward on the resolution.

4/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: American Dream Home Improvement (ADHI) replaced my roof July, 2014. My contract with ADHI stated that ADHI would accept the insurance payment plus my deductible as total payment for this work. **** ****** ADHI field supervisor, who signed the contract on ADHIs behalf, was clear that the total out-of-pocket cost to me, the homeowner, would be my deductible. Mr. ***** said that ADHI would make the decision to do the work based on how much my insurance would pay plus my payment of my deductible. ADHI completed the work based on this contract. The insurance company paid what they were obligated to pay, and I paid ADHI $1000, which is my deductible. Therefore, my financial obligation has been met; furthermore, Mr. ***** told me by phone that my financial obligation has been met, and that I should have no balance due.Yet, ADHI continues to send invoices indicating a balance due. My response was to request numerous times, by phone, that ADHI send me a written explanation and documents to support their claim that I have a balance due. ADHI sent no documents in response to those requests. I then sent written requests on the following dates: October, 2014; January, 2015; March, 2015. To date, ADHI has not provided any written documentation. Instead, they threaten litigation, a warrant of execution by bailiffs against my goods, attachment of earnings with present/future employers, and a mechanics lien on my property, claiming that I have not met my obligation, and that I have a balance due. Thank you for your attention to this matter. Product_Or_Service: replaced roof Account_Number: PPXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Since I have met my financial obligation to ADHI, I want a clear statement from ADHI that I have NO balance due for this contract.

Business Response: Initial Business Response /* (1000, 5, 2015/04/17) */ We understand how our billing process may appear to be confusing and apologize it the homeowner felt it was not explained properly. Our company invoices off of insurance proceeds meaning that the homeowner would only be responsible for their deductible as our price agreement states. However; due to the policy Mr. ***** purchased through his insurance company makes him responsible for recouping additional cost not paid out on the claim and make it payable to the contractor whom performed the work. We suggest Mr. ***** to speak with his insurance company regarding the type of policy purchased in order to get a better understanding. American Dream Home Improvement would like to thank Mr. ***** for his business. Although, our records indicate Mr. ***** has a balance due, we are willing to resolve his account with a courtesy credit. At this time, we are closing Mr. *****'s account. Should he require further assistance, we ask that her contacts ******* **** XXX-XXX-XXXX Ext ****

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: June 2014 we were contacted by American Dream due to wind damage. Our salesman, **** stated he could get the roof and gutters covered by our insurance company. When the insurance showed up, **** was not available and sent a fellow salesman in his place. While inspecting the house they looked for hail damage and not wind, so with our gutters laying on the ground, the insurance denied coverage. We are replacing them ourselves for $900, not that we want American Dream to do it since our roof is not level in many places, and pieces are lifting up. With our roof we never signed a contract or were able to choose colors. The materials just showed up in our yard. Since we never received a price for the roof we had no clue what to expect to pay. We contacted our salesmen **** several times to be blown off. We had to physically walk into the office to try to get some understanding of what we were facing. After all of this frustration , we now have American Dream constantly harassing us by phone and stopping by to collect some amount they believe they are due. They are threatening us with late charges and liens even though they didn't give a care during our roofing process. I have been paying $50.00 a month towards the $916 they claim we still owe. I have paid each month since January 8, 2015. Leaving the remaining balance according to them of $766. I do not feel I owe anything being they were extremely poor from the beginning and we have to pay $900 for gutters that should have been covered.

Desired Settlement: Stop calling our home and driving by. Write off the remaining balance and refund the entire amount so that we may properly get our roof fixed.

Business Response: Initial Business Response /* (1000, 5, 2015/03/27) */ According to our records, Ms. **** signed a contract with American Dream Home Improvement on 6/28/14 and was given a copy of her signed agreement for the work that was to be performed. Our company completed the roof replacement in August but never received any complaints indicating the wrong color shingles was delivered or installed. We apologize if Ms. **** feels she was unable to get answers in regards to payments that she made, however our records indicate that on 8/12/14 we received communication from Mr. **** asking if he could drop off a check to our office. Our staff did provide him with the address of our Lake in the Hills office. Our office was later contacted by Ms. **** on 9/11/14 regarding concerns listed in her complaint and that she was also unsatisfied with her sales representative and the process of her claim. During this phone conversation, our Customer Relations Manager and Ms. **** came to a mutual resolution in form of a courtesy credit for her frustrations. It is a surprise to our office that Ms. **** filed this complaint with the BBB as we considered her concerns to be resolved. We have also explained to Ms. **** that per the manufacture's discretion that her shingles may not seal until warmer temperatures activate the sealant which will allow her shingles to settle properly. Ms. **** has agreed to send our office photos of her roof by Monday, March 30th, 2015 so that our Service Department can review them thoroughly. Again, we speculate her concerns will resolve with warmer weather. As for final payment, our office shows a balance of $766 due and we have confirmed our invoice amount to be correct with her insurance company, ******* Financial. We request that Ms. **** submits her final payment immediately as she agreed to when she signed her contract. Ms. **** will receive her warranty once her account is paid in full. American Dream Home Improvement will continue to communicate with Ms. **** and ask that she directs all communication to ******* **** XXX-XXX-XXXX Ext **** We would also like to request that the Better Business Bureau close this complaint until Ms. **** can provide a clear desired resolution. Initial Consumer Rebuttal /* (3000, 7, 2015/03/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since corresponding with ******* **** from American Dream, I find she has no intentions of providing a resolution. From the first e-mail she stated "we'll not right off the balance due nor refund any money". I do not have a signed contract with American Dream, but I do have a signed offer with the price stating TBD. This was dependent on my insurance company and their response. After talking to my insurance, my husband and I tried several times to reach ****, our salesman, after he had sent someone else to meet our insurance rep. **** never responded at first until after materials were delivered and he had already made a color choice. We stated our disappointment in several phone calls to **** as well as 2 separate letters. The first was dated 9/1/14 and the second dated 1/8/15. I can provide a copy of each letter if American Dream no longer has them. In response to Mr **** calling for the Lake in the Hills address to bring the insurance check, we were literally told by **** three times he would be at our house to have a form signed and pick up the insurance check. All three times we were completely blown off without acknowledgement. Since then **** has apologized through a call with ****** at American Dream. He stated he would remove the $350 he originally offered to advertise in our lawn. This is the amount Ms **** is threatening to take back for filing a complaint with the Better Business Bureau claiming it is simply a "courtesy credit". Bottom line our roof looks terrible. We were never informed that the shingles take a year to adhere. All over it is lifted, and wavey. We have provided photos to American Dream as requested. I have informed Ms **** that we do not feel they do good trustworthy work and request the remaining balance to be written off, as well as a full refund. Final Business Response /* (4000, 9, 2015/04/10) */ We received Ms. ****'s photos and were able to review them. We were not able to identify anything wrong with the roof installation. American Dream Home Improvement sent a service staff technician out to the property on 4/2/15 and was able to do a complete investigation. His investigation revealed that there is a section of fascia on the home that is a 1/4 inch lower than the rest of the house that is causing a gutter apron to lift up and leaving the effect of the shingles to appear like they are improperly installed. Our office has explained to Ms. **** that this is a separate trade and not part of the scope of work for the roof installation that is included on the adjuster's estimate provided by her insurance company. Ms. **** has stated that she does not like the appearance of the roof. Ms. **** had a different style roof called a three tab and chose to go with architectural shingles for the replacement, giving a 3-D effect as in comparison to a flat roof effect. We have sent documentation by email to Ms. **** explaining the differences in design and visual style. Ms. **** has stated that she had never chosen a color for the roof as well in which the contract that Ms. **** signed on 6/28/14 has the color listed that was installed on her property. However, due to Ms. **** being unsatisfied, American Dream Home Improvement will honor an accommodation credit that is agreed upon between both parties in order to close her account. Ms. **** states she is satisfied with the resolution and has informed us that she has reached out to the BBB stating that she is satisfied. We ask that any further correspondence regarding this account to be directed towards ******* **** XXX-XXX-XXXX Ext ***

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A new roof was installed on our home in November 2014 after the material sat in our driveway for 45 days. We were told installation would begin within 7-14 days from time of delivery. The roofers did not protect our home when removing the roof. As a results, our siding is covered in black tar scrapes, our drivet is chipped, dented and scraped, our trek deck has black marks and scrapes, and our driveway has black tar marks. Our lawn and driveway were covered with nails and debris. In addition there was a window seal broken and the interior of our home is showing leaks. We have tried numerous times to reach someone without receiving a return call or notification of how the are going to remedy the situation.

Desired Settlement: Repair or replacement of the damage done.

Business Response: Initial Business Response /* (1000, 5, 2015/02/16) */ Our company has been in contact with Mr. ******* regarding his concerns and the work performed, we apologize if there was any delay in the process of the build or if there was any miscommunication for a completion date. Our Service Technician has since then went out to the property on 02/10/15 and was able to identify some damaged areas in which we're discussing with Mr. ******* currently on the best resolution. As for damages to the interior or the perimeter of the home due to the scope of work completed, the company is not liable such as decking, landscaping, nail pops, and other detailed items as listed on the signed contact, however we're willing to work with Mr. ******* and come to an accommodation agreement as per our last conversation with Mr. ******* and his wife are working on a list of items that will be reviewed by American Dream Home Improvement's Senior Customer Service Specialist ******* ***** We have explained to Mr. ******* the contract that he signed with our company does state, half the balance due upon delivery of materials and the remaining balance due after the completion of the work. Currently, the account reflects zero payment and the invoice is finalized with the insurance company at $15,047.95. It is against our company's policy to perform any services until the account is paid in full however we will make concessions for Mr. ******* since we value his business. At this time, we are requesting a good faith payment of $1,000 to be made onto his account until a reasonable resolution is agreed upon. We ask that Mr. ******* continues to work with ******* **** at XXX-XXX-XXXX ******* to resolve this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are willing to pay $1000 for a good faith payment, however no resolution has been made based on the list we submitted. For the first time we have been assigned a person, ******* ***** to attempt to resolve the issues, however the last communication with ******* was Wednesday, February 18th, 2015. At this point, not one thing on the list has been resolved. ******* needs to communicate with us via email with a plan to resolve these issues. We are the ones making the phone calls and sending emails to follow up which has become a full-time job. The damages need to be ADDRESSED. Final Consumer Response /* (4200, 11, 2015/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue has not been resolved to date, however we have been told that a resolution is in the works. Many different representatives from ADHI have been involved. One thing will be said and then recanted the next day. We had a meeting scheduled for March 24th, however we have now been told that meeting has been cancelled. We are hoping for a resolution today. Final Business Response /* (4000, 13, 2015/03/19) */ After carefully reviewing pictures and estimates that Mr. ******* submitted reflecting damages to his property allegedly done by our crew, it was concluded that another meeting and obtaining further estimates would only prolong the matter and it would not necessarily guarantee a mutual resolution. Instead, our company agreed to honor the credit that Mr. ******* and his wife requested and a service appointment will be scheduled once our office receives full payment this week. We are in constant communication with the *******'s and ask that they contact the Director of Customer Relations, ****** ****, at XXX-XXX-XXXX ******* should they need anything in the meantime. We value and appreciate our customer's business and patience and look forward to completing all service repairs no later than April 3rd.

3/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Last Summer I was on my front porch and a man from this company drove by and stopped to come tell me they were doing roofs in the neighborhood and wanted to know if I'd like him to check the roof for hail damage. I told him the roof was fine but he said it'd only take a minute and give me piece of mind. He came down a half hour later with photos and said I had 65 hits on my roof. We called the insurance company and they sent an adjuster out who said this looked fishy. He said he'd call a roofing forensics man out who did come out and met with bosses with the company. They agreed that those spots were manufacture. The roofing company agreed to put a new roof on my home for free and did so. Right off the bat, the first time it rained I had leaks everywhere. They did fix the leaks and I'm not having any more issues but it was like pulling teeth to get this done. Now, with the first snow, I have water stains running down the inside of my door, down the walls. The insulation is so saturated that there is black stuff covering my walls. My house is going to be ruined! They're denying they did this. They said they'd send someone out 2 weeks ago. I have not heard anything from anyone.

Desired Settlement: I want them to pay to repair the roof and pay for the damages caused to my home.

Business Response: Initial Business Response /* (1000, 10, 2015/03/02) */ On 2/17/15 Mr. ******** did contact the office and reported a leak to our service department and since first reported, our service staff has been working with Mr. ******** to resolve the issue. As of today, our service technician **** ******** will be going out to the property to thoroughly inspect and determine where the leak is coming from. Once determined that in fact the leak is caused from the roof install our company will repair and fix any leak damages. We ask Mr. ******** keeps the line of communication open with our Service Technician ************* for any further questions or concerns at XXX-XXX-XXXX Ext ****

3/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/16/2014, *** ***** came to my door stating that my roof is a bad shape and needed to get fixed due to wind and hail damage. That day, my insurance company approved the claim and the contract was filled out and signed. *** was great initially throughout the process. The first check came in, and the material was sent. The workers came a put a brand new roof on the main portion of my house, but they did not do my front porch area. (which is about 3 squares of roofing). I called *** and he said he would take care of it. About a month goes by with me trying to contact *** and he got injured and was out. I called the main office with little success. When *** was back to work, he stopped by my house looking for the other check. I said wait, the contract states that work will be done with in 90 days. It was not done with in 90 Days. So *** said okay yes ADHI is out of contract, how about I get you your deducible money back ($800) and we will call it even. I agreed and gave him the second check. Even since then, *** has been avoiding my calls and I called the main office with little success again! I am very aggravated with the company and would like to just get my deductible back.

Desired Settlement: All I would like is for the company to make it right and refund my deductible back. *** is also very aggravating due to not getting back to my phone calls.

Business Response: Initial Business Response /* (1000, 8, 2015/03/09) */ Mr. ******* and American Dream Home Improvement has come to an agreement regarding their closed account. Mr. ******* states that she has contacted the Better Business Bureau website on 03/03/15 and checked a satisfaction box marking the account as resolved and satisfied. Our office is considering this complaint as closed. If Mr. ******* has any further questions or concerns, she is to contact our Customer Service Department XXX-XXX-XXXX Option 2.

3/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ADHI was not supposed to do any repairs until I came back from vacation the week after July 4th so we could finalize things that week I came back. On 7/4, I came back from vacation and the roof had already been replaced. No work on the gutters. I did not sign any paperwork for them to do the work yet. They also contacted State Farm and tried to get 5 extra pallets of shingles, which was denied. I sent a text to ********* but did not receive a reply. I never heard from this guy again. I received a bill for $22, 849.04, which was much greater than the State Farm estimate. I received a call from ****** ***** ADHI in mid-July and I explained to him what happened. Now I am getting a bill for more than actual cost plus the gutters were not done. He promised to get back with me in a few days to get the gutters replaced but never did. I started to contact other gutter companies, but on Sept 24th, I came home to a crew removing my gutters. They said they were called by ADHI the day before to do the job. Since they had ripped off most of the gutters, I let them finish the job. A few days later, I received a new invoice for $18,146.68. This was still the higher than the amount that ADHI agreed to with State Farm, so I called and spoke to **** ******* on 10/15. On 10/23, **** gave me the new invoice amount of $15, 498.21 and said she would send a hard copy as well as an email copy of the final invoice. On 11/23, I received a call from "******" from ADHI. I have not dealt with him before, wanting to stop by my house to pick up the payment check, but he did not provide an invoice amount. He called back again a few days later, saying he needed to collect the check because it was almost 60 days since the gutters were completed. Weary of his call, I called **** back on 11/24 to get her to send me a final invoice since I never received it. I also told her that I wanted the leaks fixed before I made full payment and to have ****** stop calling me because I will send my payment to the IL office, not some stranger coming to my house. On 12/2, phone call with ****: She will tell ****** not to call me back as I was dealing with her and ******. 12/12 phone call with ******: He would deal with me instead of ****** who is his boss. He said he would look into the final bill and take off $300 for the issues I experienced. He said to keep a couple of thousand back from the payment for each leak. ADHI would make the repairs at no additional cost. He said this included any repairs to the walls, drywall, paint, etc. He also said that he would sign the invoice saying it was the final bill. If I wanted ****** to also confirm/sign or even ******'s boss to say that was the final bill. 12/15: ****** ***** via text: final invoice is for $16, 629.68 . I replied that this did not match ****'s final invoice of 15, 498.21. On 1/9, received a new invoice for $17,801.07. How did my bill go from 15k to 16k and now it's at 17.8K? ****** gave me a $300 credit to try to appease me for all the issues. The amount ADHI agreed to with State Farm was XXXXX.20.The agreed amount of 17,776.20 less the $300 credit from ****** is $17, 476.20. ****** left a voicemail on 1/27 and threatened to put a lien on my house. I called him back on 1/28, but he didn't pick up so left a voicemail that I was out of town and would talk to him the following Tuesday. I followed up with an email to him, **** and ADHI customer service and received no replies to this date. I re-sent the email to ******, **** and ADHI customer service on 2/5 but still no response. I have called ADHI numerous times to get them to fix the leaks without charging me any more than what they agreed with State Farm less the credits ****** gave me; and to finalize the invoice for the correct amount. I still do not have a corrected bill and ADHI has not come back to the house to look at or fix the leaks.

Desired Settlement: 1. Fix the 2 areas damaged caused by roof leaks at ADHI cost, not mine. This should include all repair work, paint, drywall,etc. 2. Finalize invoice for 17476.20 and also provide statement that there will be no other amounts invoiced to me after payment is made. 3. Provide warranty for any future leaks or issues with the roof. 4. Proof that ADHI has registered my material with Owens Corning. Owens Corning inspection that shingles were installed properly at no cost to me.

Business Response: Initial Business Response /* (1000, 5, 2015/02/23) */ American Dream Home Improvement would like to apologize for any confusion as we understand that our Billing process may appear complex to homeowners who have not had experience with insurance funded projects. As of today, we have confirmed with Ms. ******* and State Farm that the total amount approved for the work our company completed is $17,760.78, which includes a small credit given to Ms. ******* as a courtesy. At the time the complaint was filed there were no payments applied, however Ms. ******* has since made a payment to her account for $6,460.78 on 2/19/15 which puts her in a good standing status with our office. This leaves her account with a balance of $11,000. The work at Ms. *******'s home was completed earlier than her expectations and we agree that her sales representative should have better communicated the details of her job with her. We appreciate Ms. ******* taking the time to provide her feedback. We will take this opportunity to correct any shortcomings for future jobs. Our Service Department is also working with our customer regarding her leak and will continue investigating and repair if necessary. If Ms. ******* has any further questions or concerns, we ask that she contacts ******* **** XXX-XXX-XXXX Ext****.

3/4/2015 Problems with Product/Service
2/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: **** the sales rep contacted our insurance co regarding hail damage done to our roof on 9/4/14 and ins approved roof replacement within a week. We asked about a contract; **** said not a problem because what ins co agrees is what contract will be written for. We told **** we needed to know before work gets done so we could put our dog away and be here while they are here. Materials dropped off 9/30/14. I was informed by **** that he will stop over with a contract and pick up 1st installment check from ins before roof work started; he never showed up and roof was replaced without our knowledge on 10/1/14. When we got home we realized the roof was done and our dog damaged our house - lamp and shades broke. We called **** and he was not aware our roof was done that day. We explained the damage and he said he would come out, and he never did again. We then seen the defects on our roof (wrong colored boot on soil stack, cap shingles not trimmed, cracked shingles, counter flashing around chimney is all bent and caulk on new shingles which is a white color instead of brown but don't know what they would have been caulking, nails in the gutters and on the ground) and the shed was never done. So we called and **** said he would get the guys out to do our shed and told us to call Customer Service about the damages and defects. So we called and spoke to ******* in Customer Service. She asked for pictures of the roof defects and house damage. We e-mailed them to her a couple days later. ******* contacted us and said they agree to fix the problems on the roof within 2 weeks, and would let us know when the shed would could get completed. They never showed and never called. We called our ins co and they said they never received an estimate for the shed. So we called **** and he said he sent the ins an estimate, so we asked if he would send it again. We tried calling **** again and now he will not answer the phone. So we called ******* in Customer Service on 11/6/14 and said we have not heard from you in 2 weeks, what is going on. She said the claim is still open but could not access the application to see when we are scheduled for completion or tell us anything about the shed. At this point I asked just for her to correspond to me via e-mail so that I have everything in writing she said she needed to see the house damage pictures again so on 11/9/14 I resent the pictures. On 11/14 our insurance co said they would send us a check for the shed. We e-mailed ******* and told her we would go with a different contractor for the shed since there was never a contract. We also asked to get this claim closed up and asked for an itemized statement with the agreed upon amount between ins co and ADHI. And of course we asked when repairs were going to take place again. Since 11/14 and today, several e-mails have gone back on forth. Finally on 11/26 we heard from Heather and she said ADHI agreed to: the billed amount of $6,940.91, minus the credits of just over ******* for damages and work not performed and service work would still be done. As of 12/2/14 still have not heard from them or seen an itemized bill. Its been over 2 months since roof was done and still have not seen anyone from ADHI. Their communication is just terrible; there is no customer service at all with this company. You would think they would want to fix the few things wrong and get paid for this job.

Desired Settlement: We are seeking to have the service work completed on our roof. Looking for an itemized bill reflecting these costs: $6,940.91 ADHI & Allstate agreed amount - 500.00 Shade - 40.00 Lamp - 199.77 Downspouts not replaced - 100.00 ADHI Coupon _________________________ $6, 101.14 + 150.00 Our deductible _________________________ $6,251.14 Total

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ We apologize if Mr. ****** feels frustrated with the work performed on the property and the delay of the work being started at the time of the material drop off. As of today the work that was scheduled to be competed has been performed. Per Mr. ******'s request the shed roof was canceled and will no longer be replaced. Our service department is aware and has an open service. Our service tech ***** will be at the property on Monday 12/15/14 to address and complete all service issues. American Dream Home Improvement would like to apologize to Mr. ****** if this information was poorly communicated to him and the lack of communication from our sales representative. The finalized invoice for the roof work performed at Mr. ******'s property $6136.84 subtracting $540.00 in damages and $100 for advertisement. The gutter and downspout work was not billed for as American Dream Home Improvement didn't complete that trade. We ask that further inquiries be made directly to ******* **** at XXX-XXX-XXXX Ext****. Initial Consumer Rebuttal /* (3000, 7, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******* **** failed to tell you that she called on Dec. 8th to tell us the service dept would be here to perform the work on Wednesday, Dec 10th; and they never showed up (my wife took off of work to be here to be specific about the work being performed here.) We have been told several times by this company that their service dept would be here to perform the work and never showed up. Unfortunately, we cannot keep taking off to be here to to make sure this work gets done properly. That is why I wanted to be here when they did the roof to begin with. It's a big roof and it was done in less than 8 hours which causes concern if it was even done right. I am fine with the itemized bill we received on Dec 10th; but of course not with the time involved to get it. We still want to know why there is white caulk on our shingles, like they used to the caulk to fix the flashing for some reason because the flashing is bent (was it messed up when the old roof was removed because it was not like that before.) But unless we hire someone we will never know because they are not answering our question asking why white caulk was used. Hopefully, they show up Monday to finish the service work. If not, to be continued. Thank you BBB for the assistance! 12/15/14 info from consumer: They were suppose to show up today 12/15/14 to complete the service work and did not show up. that is twice within one week they said they would be here and did not show up to complete the service. The weather was fine and nobody called both days. This has been going on for 2 months now ever since they did the roof on 10/1/14. Several times they said they would be here and never came. Final Consumer Response /* (4200, 19, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent the check for $5500 on 1/29/15.I hope they will send a contract and a receipt for the correct amounts. I will hold the remainder till the service work is completed. I hope ADHI is serious about finishing the job right. It could have been so simple to do the service work when it was still nice out. Instead of telling me over and over that someone would fix the problems , and time after time no one ever showed up. We will see if they show up when it gets nice out. I would like to have the best customer service possible like ******* said in her response. Final Business Response /* (4000, 21, 2015/02/12) */ Since our last correspondence with the BBB, we have received a payment of $5,500 from Mr. ****** and mailed him a copy of his invoice reflecting the remaining balance of $636.84. We agreed to honor Mr. ******'s request to wait until the spring to accept this payment once all services are completed. In the meantime, Mr. ****** may contact ******* **** at XXX-XXX-XXXX Ext****.

2/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My Home owners insurance and American Dream Home Improvement (ADHI) came out on October 9, 2014 to look at my roof. Roof was in need of replacing due to Hail storm 5/12/2014. It was agreed that the roof on the house, garage, and the door on the garage is to be replaced under the estimated amount given above. I had a major problem with this company coming out to began the work. They let the material set for weeks before beginning the work. I had to make calls to different people before the work began. The contractors came out and replaced the roof on the house but they did not replace the roof on the garage and the garage door was not replace as agreed by my insurance and ADHI. The roof on the house is incomplete. They sent be a bill as if the work had been completed but they did not do the garage. Plus the final bill is way over the amount that was agreed on by my home owners insurance. I refuse to pay the balance amount given to me by my insurance until the work is completed. I've been calling to get them to come back out so I can show them the inadequate work that was done on the house and show them the paper work showing that the garage was suppose to be done also. They refuse to send someone out. There is still plenty of material left outside that's supposed to be for the garage but they continue to say they wasn't suppose to do the garage. My insurance is with ******* ******* Claim #XXXXXXXXX-XX, Policy #HXXXXXXXXXXXXX. The total job was suppose to be $7394.86 a deposit of $2795.95 was giving to them. I have a check for $3653.08 for final payment. The company is coming after me for the amount of $4362.15 for work that has not been completed. The person that I talked to from ******** is ******** XXX-XXX-XXXX, with no success

Desired Settlement: I would like for them to come out and complete the job, which include them replacing the roof and the garage door. If they refuse to do the job I would like my refund money back so I can seek another contractor to come out and do the job right

Business Response: Initial Business Response /* (1000, 5, 2014/12/31) */ American Dream Home Improvement would like to formally apologize to Mrs. ******** for any misunderstandings regarding what work was supposed to be done to her property. It is customary for our Sales Representative to provide an estimated price of all our trades to our customers however, it is up to the insurance company to dictate what trades are approved. Insurance companies may also approve for other work to be done based on their findings, however it is up to the homeowner to find a contractor that specializes in that work. On 12/27/14 our office contacted Ms. ******** and her sister, ******, to address their issues listed in their complaint. Our customers informed us that they were under the impression we would replace their garage doors and awnings because their insurance approved the work. Unfortunately, our company does not specialize in these trades and will not be doing the work. Our Sales Representative will however follow up with them to discuss the opportunity to replace the roof on their garage as this was not initially agreed upon. Mrs. ******** was concerned with minor service issues, which was immediately addressed by our Service Technician in person on 12/30/14. The issue regarding a metal valley not being replaced was discussed and American Dream Home Improvement realized that this material did not exist prior to the roof replacement. Ms. ******** felt that her house had metal valley prior to the crew removing the old shingles due to the condition of her neighbor's house. Another issue Mrs. ******** brought up was a sag in an area of her roof which is a structure issue that our company cannot be responsible for as we did not build her house. The last concern our office addressed with Mrs. ******** involved the newly installed shingles not laying flat. Although, we understand why Ms. ******** would complain about this, it's very a normal condition. The manufacture's recommendation is to allow the shingles to sit for six consecutive weeks of sun exposure and heat. Our office has also reached out to Ms. *******'s insurance company to confirm what dollar amount was approved for work performed by our company to ensure that our invoice price was correct. With an accommodation credit of $200, Ms. ********' final balance amounts to $5, 641.17. Our office has requested final payment be remitted no later than 1/15/14. We ask that any further questions be directed to ******* **** at XXX-XXX-XXXX Ext **** Initial Consumer Rebuttal /* (3000, 7, 2015/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The continue to bring up the issue about the garage door and the awning. This is not an issue the issue is that the shingles do not lay flat and they said it's due to the cold weather. This was confirmed by another contractor, So we will see if this happens when the weather becomes warmer. The sale rep. told us that the garage along with the house was going to be done. But they only did the house and did not return to replace the garage roof. I was told that the sale rep did not turn in the information about the garage but they confirmed with him that the garage was suppose to be done. In the response they state that the garage was "not initially agreed upon" which is untrue. I am truly unhappy with the way this company has handled the whole situation. The communication with the sale rep, the contractors and the office is very poor. each entity is unaware of what the other is doing. It took multiples of calls just for them to come out to do the work on the house. The material sat out in the cold for weeks. We still have material sitting in the yard. My neighbors found nails in their yard and nails in our yard which his dog could have injured himself along with our dog. Once the roof on the garage has been replaced as agreed we will pay them the final balance but right now the work is incomplete because the garage is not done and it was agreed upon. Terrance the original rep is the one who told us this. All in all I am very unsatisfied with the dealings of this company Final Consumer Response /* (4200, 11, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The invoice amount is incorrect. We was told that both roof would not cost more than what the insurance company is paying out. The amount they are asking for exceeds the amount the insurance company is paying. We was promised no out of pocket cost. We have a balance of $3653.08 from the insurance and this does not exclude $123 to replace the door, the $75 light that was broken during the installation of the garage roof, $275 for the accommodation credit. The balance should be $3180.08. It was also brought to my attention that part of the roof has a spot where the roof is about to cave in. Instead of the roofers bringing this to our attention so it could be repaired they covered it up which is going to cause some problems in the future. I would like for someone to come out and look at that section of the roof so it could be repaired if needed. Once American Dream make this adjustment on the final bill we will make the final payment. But we will make the final payment not because we are satisfied with the work that has been done. We will pay because we was given a verbal threat that if we do not pay a lien would be put on my mother's home. Final Business Response /* (4000, 13, 2015/02/04) */ Mrs. ******** and American Dream Home Improvement has come to an agreement regarding their account that is now paid in full since 02/02/15. Mrs. ******** states that she has contacted the Better Business Bureau website on 02/03/15 and checked a satisfaction box marking the account as resolved and satisfied. Our office is considering this complaint as closed. If Mrs. ******** has any further questions or concerns, she is to contact our Customer Service Department XXX-XXX-XXXX Option 2.

2/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Invoice #DUOH-1535 dated 11/28/2014 billed to my father, ************* of **** ******* Ct., ********, ** XXXXX, an 86 year old hearing impaired man who became confused over unexpected invoice and overpaid by $4,928.84 on Dec. 8, 2014. The contract and services agreed to stated cost of new roof would NOT exceed his deductible of $250 (which was already paid) plus whatever the insurance company (Auto-Owners Insurance, ****** ******* Inc. P.O. Box XXXXX, ********, ** XXXXXX-XXXX) agreed to reimburse (approx. $8,000). This senior citizen (my father) lives on a fixed retirement income and was told repeatedly this project would NOT cost more than his deductible. I assisted him with setting up this service because of his hearing impairment and senility. I have contacted this company several times and they keep saying they will call me back and have not done so. So far they have refused to reimburse this overpayment and keep saying they are "recalculating". Both the salesman (**** *******) and the project supervisor (**** ****** assured us repeatedly there would be NO cost other than the deductible, and that statement is highlighted on the contract as well. It even outlines on their advertising brochure that their roof replacements are done for deductible costs only. This company is taking advantage of a senior citizen and trying to scam him out of $4,928.00 that he did not owe them by refusing to refund this overpayment. We will not accept anything less than a full refund based on the agreement/contract made with both the salesman and the project supervisor that they would accept the insurance reimbursement as full payment in full for the roofing project. If there was a mistake in calculating the costs or they did work outside the scope of what was agreed to, then they can take that up with their sales people. We, my father ************* and myself, did not agree to anything other than what was quoted to us.

Desired Settlement: Total refund of $4,928.84 that was overpaid.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Although, we understand that our billing process may appear confusing to homeowners unfamiliar with contractors who bill for insurance proceeds, our records indicate that we have provided an explanation to our customer's daughter in the past. We regret that our office was not successful with addressing her issues then and we should have provided further clarification regarding the status of the account. Our customer's daughter, **** ************* received invoices that were not yet finalized with her father's insurance company at the time her complaint was filed. That amount was based on an estimated price and a note appeared on the bottom of the invoice confirming we were in communications with the insurance company. Our office has since finalized the account at $8,612.29 for the full roof replacement. The total amount of payments made to Mr. ********* account was $13,443.87, which resulted to an overpayment of $4,831.58. This amount is being refunded to Mr. ****** and will be sent to the address we have on file in the next 30 days. Our office reached out to Mrs. ************ and left a message to confirm there are no other outstanding issues. We ask that Mr. ************ or Mr. ****** contact ******* **** directly at XXX-XXX-XXXX extension **** Initial Consumer Rebuttal /* (3000, 7, 2015/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been contacted by my fathe's insurance company that will approve covering two items that American home improvement has requested, ie payment of their building permit plus expenses for removal of an additional layer of shingles. It is my understanding that due to this agreement, the insurance will co. will issue a check to my father who will then endorse it over to American Home Improvement. In turn, American Home improvement will issue a full refund of the $4,928 within 30 days. If and when my father receives the reimbursement check as prided, we will be in agreement with this resolution. Final Business Response /* (4000, 9, 2015/01/19) */ Our office spoke with Mrs. ************ on 01/16/14 regarding her father's account and confirmed with her that the refund check of $4,831.58 has already been processed with our Accounting Department. It was also agreed that any further supplemental payments Mr. ****** receives from his insurance company will be sent to American Dream Home Improvement, minus the difference of $96.42. Any further questions or inquiries Mrs. ************ may have should be directed to ******* **** XXX-XXX-XXXX Ext 140.

2/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: My roof was installed poorly damaging the interior and exterior of my home. There are visible flaws on the roof. I have called 6 times and shared my complaints, they came out to take pictures in October. I have since called 4 times since October and have been assured that the repairs would be completed nothing has happened.

Desired Settlement: I want the damage fixed properly.

Business Response: Initial Business Response /* (1000, 5, 2015/01/19) */ American Dream Home Improvement would like to formally apologize to Mr. ***** for any confusion. Per line 22 of our signed contract, our company is not responsible for any interior damages including nail pops (a copy has been enclosed for review. All of the exterior repairs have since been completed however we are still waiting for a return call from Mr. ***** regarding the interior repair. Our company is happy to discuss this situation with Mr. ***** and ask that he contacts our office at his earliest opportunity. We ask that he contact ******* **** at XXX-XXX-XXXX at ext *** or **** ******* at ext ****

1/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: AD removed my gutters when replacing my roof. I continued to call them and text them daily that rain was coming and they needed to get this resolved. could not get ahold of service depart. when they finally replied service manager *** ******** told me word for word IF IT DID HAPPEN TO ME IT WOULD OF BEEN ONE OF THERE OTHER CUSTOMERS DID NOT HAVE TIME TO GET EVERYBODY BEFORE IT RAINED. which was 18 days after they removed my gutters. I have text after text with them telling me not to worry they will make it right. there are also several other people in my neighborhood that have had issues it goes on and on.

Desired Settlement: to pay for the water damage caused by them not installing my gutters

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ Our Director of Customer Relations has been in constant communication with Mr. ****** regarding the discount he requested off his bill to have repairs performed by his preferred contractor. Our office questioned the authenticity of this estimate as it did not appear on letterhead and the person who works for company could not answer any questions for us regarding the scope of work outlined. We have offered Mr. ****** a reasonable discount which he will discuss with his attorney. We are awaiting his response today on how we will move forward with this matter. Our intention is to honor the discount, collect the balance and close the account. We ask that Mr. ****** contact ****** **** at XXX-XXX-XXXX ext *** by 5 PM today.

1/23/2015 Delivery Issues
1/12/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Hail damage to home in September 2014 hailstorm. Contacted insurance company to have inspection performed, and roof damage was declared irreparable. Ultimately contracted with ADHI (American Dream Home Improvement) on October 2, 2014 to have roof replaced. Due to number of homes that were impacted, material was delivered to my home for repair the week of Nov.17th, 2014. No contact from **** re: roof replacement timeline or billing, yet. I contacted the sales representative direct on Dec. 4th to get an update on roof replacement timeline. Was told that they would have teams in the area where my house is located the week of Dec. 8th for roof replacements. True to the information, the teams showed up on Dec. 6th, and replaced the roofs on houses across the street and up the street from me. But they never came back to work on my house. So, I started trying to contact the local sales rep on Dec. 9th to find out what was going on. Left VM on with the local sales rep the 9th and 10th with no response. Had also notified sales rep that there was a re-fi on the house pending the inspection of the replaced roof in these messages. No contact from the sales rep. Called the toll-free number of **** on Dec. 11th. and left a message there re: no response from local sales rep and the need for an update on roof replacement. Again, no response. Called the sales rep again on Dec. 12th and left a more imperative message re: the need for contact on status. Still no response. I have not received any information from **** on status, and at this point, the re-fi may be at risk as well. Product_Or_Service: Roof replacement Order_Number: No order number on c Account_Number: No contract number o 12/24/14 info from consumer: Have received two calls. The first on December 15th telling us they had lost track of our job and were going to chase down having a team lined up for our house. Was to receive a call back within 48 hours with update. Had to call on December 19th for update. Received call back same day saying team had to be hired for job. They would try to get the job done before Christmas. As of December 23rd, haven't heard back. Will try chasing again after Christmas.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need **** to fulfill their commitment on getting the roof replaced. I am sure the material that is sitting in my yard has some pending billing associated with it, but **** has not related any billing info to me and almost seems to be broken as far as business and billing process, or I expect I would have heard at least something from them at this point. The week for Dec. 8th would have been perfect timing had they fulfilled their commitment. Weather was optimal for this work.

Business Response: Initial Business Response /* (1000, 10, 2014/12/29) */ Our office has reached out to Mr. ***** to discuss his complaints in greater detail. However, as of today's date have not had a response back from Mr. ***** by phone or email to discuss the project. American Dream Home Improvement would like to apologize to Mr. ***** for the delay in the start of his project and for the lack of communication from his Sales Representative. Our Production Department has confirmed that due to the weather conditions in the area Mr. *****'s project will be further delayed until weather is permitting to complete the project as soon as possible. Our Office will continue to reach out to Mr. ***** by phone and email to give an approximate date when the project will be completed. We ask that Mr. ***** contacts ******* **** at XXX-XXX-XXXX Ext. 140 at his earliest opportunity. Initial Consumer Rebuttal /* (3000, 12, 2014/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) **** did reach out to me on Saturday, Dec 27, and left me a VM stating they would like to resolve this issue and to call back. I was away from home at the time. They called back on Dec 29th with the same message, which I have responded to and left them a VM on best contact method and letting them know the weather at this time will not allow for a team to work on the house. Waiting for their contact re: actual scheduling. I will continue to keep the line open on my end for further contact. Would like to keep this record open until final closure on the job. Final Business Response /* (4000, 14, 2015/01/07) */ Our office would like to confirm that the roof replacement was completed on January 7th, 2015. We have reached out to Mr. ***** to touch base with him and we will immediately finalize his invoice with his insurance company. We ask that Mr. ***** contact ******* **** at XXX-XXX-XXXX at extension *** with any questions.

1/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I need a final invoice!

Desired Settlement: I need a final invoice for ******** Insurance so I can recover my out of pocket expenses totalling $1600.

Business Response: Initial Business Response /* (1000, 5, 2014/12/23) */ A final invoice was sent to ******* ****** by mail and email after speaking to the homeowner's grandson ***** who filed the complaint. An invoice was also emailed to the insurance adjuster at ********* Reviewing ******'s account through American Dream Home Improvement Inc., there was no contact ever indicating a request for a final invoice. We ask that ******* ****** contacts our Customer Service Department should he need any further assistance.

1/9/2015 Delivery Issues | Read Complaint Details
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Complaint: they repair my roof they did a bad job yhey will not call me back or talk to me some of the roof comein of mass up the paint on the home and yhe wood and the gutter wire hangin it a mess will not even come and see the work they woker done roofin all in the gutterand in be yard black mark all on my house from the roof i call them avery day and they charge me more them they surpose to please help me

Desired Settlement: DesiredSettlementID: Other (requires explanation) they treat me bad it juch may me sick i juch want the work done now i got more problem

Business Response: Initial Business Response /* (1000, 5, 2014/12/22) */ Our records show that Ms. ******** first lodged a complaint with the Better Business Bureau on 11/20/14 and this complaint was assigned the ID #XXXXXXXX. Our company submitted a response to Mr. ******* *********** Lead Trade Practice Consultant, via email on 12/2/2014. We are asking that the BBB review these records and dismiss complaint #XXXXXXXX so there aren't two complaints reflected on our records. As I informed Mr. *********** we regret to hear that Ms. ******** filed a complaint against our company due to service issues. After careful review of her account, it appears that our Service Department did attempt to reach Ms. ******** several times but was only able to leave a message. I personally spoke with Ms. ******** on 12/2, along with our Service Manager, to obtain further details regarding her leak. Ms. ******** reported water coming through her light fixture inside of her home. Our Service Technician visited the property an hour later but was told the leak was coming from the gutters. Rotten wood near the eaves was detected and Ms. ******** was informed. At this point, our only other option is to send our Service Manager to inspect Ms. ******** attic, however, Ms. ******** is in breach of her contract as she has not submitted her insurance paperwork to our office or a payment for have the balance which is due upon delivery of materials. Our office would be happy to schedule another inspection once we receive the required documents and a good faith payment. Due to the age of this account and lack of payment, our office may review this account for a lien and collections if we did not receive a response by December 22nd. Our Sales Representative was told by Ms. ******** that she would attempt to obtain funds from her insurance company as she initially sent the insurance check back in error. We will continue to work with Ms. ******** regarding payment however we consider the service matter closed. We ask that your office or Ms. ******** contact me directly at XXX-XXX-XXXX ext ****

12/29/2014 Problems with Product/Service
12/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Old aluminum strip between roof and gutters was left in place. This strip is bent with ill-regular surface. The gutters lack an incline for proper drainage. Short downspouts drain water to close house. Broken shingles placed on roof. There are holes in corner shingles. Rusty wind fan was suppose to be replaced and was not. Failed to clean debris. Workmanship was done at night and led to many of these problems.

Desired Settlement: Job should be done during day. Gutter strip should be replaced. Incline of gutters corrected for proper drainage. Spouts extended away from home. Old shingles replaced with new. Holes in shingles should be sealed. Fan should replaced. Debris cleared.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ Our crew reports all gutter apron and damaged shingles have been replaced. Our Director of Service will be reaching out to Ms. ****** to set up an appointment and inspect her roof and gutters again. Ms. ****** has informed us that she is currently out of town and will not return until next week. We hope to resolve this matter by 12/19.

12/22/2014 Delivery Issues | Read Complaint Details
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Complaint: DATE COMPLETED 9-18-2014 INVOICE: ********* INSURANCE CLAIM# With my place having to be a townhouse with 4 attached townhouses, we all had our roofs completed with the company. It took quite some time for the work to be even started. Once it was mostly complete, with three roofs complete. The company did not roll the front yard to keep any nails and debris off our property. My neighbor has a baby that would be outside on our yard. There was finding of numerous nails, tar paper on the yard. If that baby would crawl or put one of those pieces in her mouth would be unspeakable. There was also a full piece of aluminum trim in front of the place. Coming home to a mess from this company is inacceptable. I did not realize the customer had to clean up after the company. Once they completed the last roof, they did the same thing without rolling the yard. Our contract states that the yard would be rolled and would be cleaned up afterwards. This was not the case. I have also been in contact multiple times with the representative that I started this with us that the front top of the roof (fauce) would be done and it still has not been completed. It is now one day to December and with the wood having no covering, I could be dealing with more issues because it is not being taken care of. This is a violation of our contract. I have had multiple contact with the representative from the company and all I hear is that the office will be contacted and see what is happening and I hear nothing back until I call to see. Most of the time I'm waiting for a return phone call.

Desired Settlement: I am seeking to only give this company the insurance portion of the work that was completed, and for them to finish the front of the roof (fauca) It is unacceptable for how our work was handled by this company not fully following the contract for rolling the yard.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ We would like to apologize for our crew not cleaning up properly after the roof replacement. Our crew has since returned to clean up the rest of the nails and remove any leftover debris from Ms. *****'s property. Ms. *****'s insurance company did not approve for the fascia to be replaced, however as a courtesy our crew will install new fascia this afternoon at a discounted retail price that we have already agreed on. Ms. ***** has not yet made a payment on her account which was due upon delivery of materials, however we have arranged an interest free payment plan for her deductible and retail portion that is due once the fascia is completed. She has also confirmed that she will be sending our office the insurance check for the roof replacement. Ms. ***** appears to be satisfied with the steps we're taking to resolve her concerns. We ask that she contact ******* **** with any further question. ******* can be reached at XXX-XXX-XXXX ext ****

12/22/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Roof was replaced. ****** steeped through roof and made large hol in kitchen. ****** also stepped on oven hood pulling it from wall which created 2nd hole. Large hole repaired 1 month later but stilll waiting on hole in wall to be repaired and new oven hood to be installed. Being told by company that it was my responsibility to call their service department to get a repair done for damage that they had done. I should not have to call to have damage they did. Their roofers should notify their company so it does not become issue of we did not do that. Invoice also shows flashing installation however a leak developed. Company reused all flashing. New flashing was installed 2 days later. Invoice also shows Ice and Water shield installed. It was not installed and I do not want it. Not paying for something that was not installed. Company also had to remove TV dish for roofing. Company said they would reinstall however was not sure how they would do that since they had cut cables with wire cutters. I had Directv reinstall dish. They had to install new wire.

Desired Settlement: Damage to be repaired in a timely fashion and reimbursement for labor I had to do such clean up of roofing material and wood that came from hole in ceiling when roofer stepped thru ceiling. Clean up of material (plaster dust created from sanding of ceiling repair), removing material created when shaping hole in ceiling, cleanup of living room walkway and hallway from repairmen walking to and from restroom and from walking coming and going outside. Also provide labor for painting ceiling so damage would not stand out. Company only painted area that had to be repaired since I painted the rest before repair.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ Our company understands why Mr. ******* may feel frustrated with the outstanding service issues. Our Service Technician will be meeting with him tomorrow 12/11/14 to inspect all concerns outlined in this complaint and will make all repairs himself. Our Director of Customer Relations has attempted to reach out to Mr. ******* to discuss his account in further detail. We ask that he contact ****** **** at XXX-XXX-XXXX ext *** at his earliest opportunity.

12/22/2014 Delivery Issues
12/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On July 18, 2014, an estimator, Mr. ** ****** from American Dream Home Improvement, Inc. of ******* ****** Illinois, contacted me about inspecting my roof for possible replacement as a result of a hail storm that had occurred in ********* Illinois on April 12, 2014 - over 3 months earlier. Neither Mr. ****** nor American Dream were requested to perform an inspection of my home. They simply showed up in the neighborhood and went door-to-door soliciting business.In preparation for inspecting the roof condition, Mr. ****** placed his ladder against one of my aluminum gutters, crushing it as he ascended to the roof. Of course any actual hail damage to the roof was undetectable. The Claim Number for this inspection and submission to my insurance company was #XXXXX***** Following the inspection, I asked What about the damage to my gutter? There was no response as Mr. ****** prepared to move on to the next house down the block.On July 21, 2014, I contacted ** ********* the Office Manager at American Dream, furnishing her with photos of the damage and asking what liability she felt ** was responsible for. Her response was to refer the matter to the Service Department. I heard nothing back from them. Three months later on October 28, 2014, I again contacted ** ********* Her response was that she didnt remember my earlier inquiry, but she would (once again) refer my concerns to the Service Department. On October 29, 2014, a Mr. ** ******* from the Service Department called leaving a message to contact him. I attempted to return his call twice but was unable to reach him. I left him voice messages. He did not return my calls. He did however, send an email in which he stated Call me at your earliest convenience so we can move forward on getting this repaired for you. I called once again later that week and was able to speak with Mr. ******** He stated that he would call me the following week and a time would be scheduled for the repair. I was never contacted again by anyone. On November 11, 2014 I (once again) emailed both ** ******** and ** ******* asking that a firm date be set up for the repair of my damaged gutter. And once again ** ******** replied that she had referred my inquiry to the Service Department. After chasing these people around for over 4 months and receiving only lip service, I feel there is no longer any recourse but to complain to the BBB about this problem. **oduct_Or_Service: None Account_Number: Claim XXXXX****

Desired Settlement: DesiredSettlementID: Replacement Replacement of the gutter damaged on my house. Because of the run-around by this company for the past 4+ months, I would prefer an estimate and a settlement so I may pay another contractor to do the repair work. Anything is better than the hassles this has caused me over the past 4+ months. I wish there was a provision for attaching photographs to this complaint description.

Business Response: Initial Business Response /* (1000, 5, 2014/12/12) */ We ask that Mr ******** acceptsour sincere apology for any damage caused to his gutters by our Sales Representative during the roof inspection. We will address this issue with the individual to ensure this does not happen again. After speaking with Mr. ******** on 12/10, we came to an agreement that we will not perform any repairs in exchange for a gift card. We ask that Mr. ******** contact ******* **** at XXX-XXX-XXXX ext *** with any further concerns.

12/16/2014 Advertising/Sales Issues
12/15/2014 Delivery Issues
12/12/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: After much discussion to clarify exactly what my cost would be, Manager *** **** showed me on my scope the amount I would write the check. When I received the first insurance check, I wrote and mailed a personal check for the amount agreed upon. I sent a second personal check for the exact amount received from the insurance company's second check. American Dream Home Improvement continues to call and claim I owe them more money. I told them to get tom wolf involved. *** called and I explained it to him. I also told him I was upset that I keep getting calls, explaining the situation, being told they would look into it, and yet the same calls, different people keep harassing me. He said he would intervene. That was nearly 2 months ago and I didn't hear anything (thinking it should be resolved) yet today I get a voicemail from themapparently clueless to previous conversations. I returned the call but got a recording asking for the extension but was given not extension in the voicemail.

Desired Settlement: I just want them to realize I paid all that was required and agreed upon between me and tom wolf and witnessed by my wife.

Business Response: Initial Business Response /* (1000, 5, 2014/11/28) */ American Dream Home Improvement bills for insurance proceeds, as stated on our contract, and homeowners are responsible for their deductibles. The insurance estimate that we received from the homeowner reflects that $11,311.35 was approved for the roof replacement performed by our company. We have reached out to the insurance adjuster directly to confirm this amount, however, our messages have not been returned. Our records appear that the homeowner has submitted two payments on his account, however, his deductible is still outstanding. As a courtesy, we will discount his bill $1,259 as we cannot confirm the total price with the insurance company. The remaining balance of $1,000 does need to be paid to us as there appears to be some confusion by the homeowner in prior conversations that his deductible was to be paid to the insurance company instead. An updated invoice has been emailed to him and we would be happy to conference in his insurance company for further explanation. We ask that Ms. ***** contact our Director of Customer Relations, ****** ****, at XXX-XXX-XXXX ext *** to make a payment.

12/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: We had an ice storm mid-May. A contractor showed up soon after to sign up up for a new roof. Before we even filled out forms, they put up a roof (didn't ask color) and did while we were on vacation. They broke two outside lamps, broke brick off foundation, tore up several feet of siding, and broke off gabbling. They were also engaged to put up new gutters and window wrappings. 6 months later and they still have fixed everything they damaged, have not installed new gutters or installed window wrapping.

Desired Settlement: I would like discounted service for the terrible customer service, destruction of property, and wasted time on our behalf. They have had us wait on several saturdays for contractors that never showed up. Well my billable rate is $225 per hour. They have wasted several.

Business Response: Initial Business Response /* (1000, 5, 2014/12/01) */ Our company has spoken to Ms. **** in great detail about her concerns and she appears satisfied with our response. Our Service Technician also met with her in person and will complete repairs for the broken fascia this afternoon. Our Sales Representative met with her last week and submitted an order to have new gutters installed. We are currently coordinating the material pickup and installation with our crew and should have an update for her in the next 24 hours. We ask that Ms. or Mr. **** contact ******* **** directly, should she have any further questions or concerns at XXX-XXX-XXXX ext ****

12/5/2014 Delivery Issues | Read Complaint Details
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Complaint: I used the American Dream Home Improvement to replace my roof and gutters after a hail storm that took place in *** of 2014. **** who was the representative from American Dream Home Improvement he told me that they would repair these items for the same amount that the insurance company had provided. After the work was completed when I received the bill it was way over the amount we had discussed. Everything he told me about the price was a lie. He charged me 12,615.37 for the roof and gutters. The price we agreed on was 10,265.20.

Desired Settlement: DesiredSettlementID: Refund I would like for them to settle with the price that we agreed and stop billing me for the additional charges.

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ Our office regrets Mr. ****** filing a complaint regarding his invoice as he did not indicate any concerns during his call to our Customer Service Department on 10/30/2014. Our company bills for insurance proceeds as his invoice reflects. We will honor his desired resolution by adjusting his invoice to the estimated priced agreed upon with his sales representative out of courtesy. Regarding his payment, the insurance check was forwarded to his mortgage company for endorsement. Once processed, it will be mailed directly to Mr. ****** and not our company. He will then have to submit a payment to our office. The is the reason why no payments are reflected on his account as of yet. Our Director of Customer Relations has reached out to Mr. ****** and should he have any further questions he may contact ****** **** at XXX-XXX-XXXX ext **** We consider this matter to be resolved at this time.

12/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 1.5 years after our insurance claim was filed by this company, a second contract was signed with this company and work began within one month. Prior to signing, I confirmed with my salesman **** that the company would clean up all debris and protect my landscaping. I was told that the crew would roll the yard with a magnet and that our landscaping would be "protected when at all reasonably possible". I told **** how absolutely imperative it was that ALL debris be cleaned up as we have an 8 month baby. The day the crew showed up, my husband watched as the crew put their ladders IN our two front bushes that we have been growing for 5 years. That does not fall within "reasonably protecting" our landscaping. Our bushes now have broken limbs and holes throughout. Our bushes were trimmed to perfect globes and completely full. It will cost several hundred dollars to replace 5 year old bushes. We watched as the crew used a leaf rake to clean up our side walk and drive way. They did not rake the yard or sweep our side walk or drive way. They did not roll our yard with a magnet. We were sitting on the back steps and saw a crew member come to our gate with a rake, he saw us sitting in the backyard, turned around, and never cleaned the backyard. My neighbor and my husband picked up approximately 50-100 roofing nails out of our driveway and sidewalk. I picked up sharp scraps of aluminum trim pieces, nails, and shingles out of our front yard. I kept all debris in a ziplock bag and still have it. I contacted **** about this on October 1 and was told in a reply "If you want I can have them comeback and roll the yard with a magnet." I replied that their crew did not clean up in the first place. Upon receiving the bill, I called the company on October 20 informing them the job was not completed and they were not getting paid until it was done to the specifications laid out in the contract. I was told a request for service was filed on October 2 to have the crew come out and roll the yard with a magnet. As of October 20, it was not done. I was asked to send an email, with pictures, documenting everything. I sent it and maintain a copy. I was also told that the company does not repair damaged landscaping. Interesting, since the crew deliberately damaged it! I have not heard back from customer service. On October 28, I received a voicemail from a representative of the company stating our yard not being cleaned up was unacceptable. It stated a crew would be out within 48 hours to do so. No crew EVER showed up. A crew showed up to complete the 4th roof. The last roof was completed a few weeks after the first three. The day the roof was completed, I arrived home to find debris all over our back patio, back yard and front yard. I requested that the company remove an out of service satellite dish from our roof and not put it back up. The crew put it back up. I called and reminded **** that it was not supposed to be reset. The crew removed it from the roof and sat it in the driveway. The contract clearly states all debris was to be removed. We are also VERY concerned about the quality of shingles used on our roof. The shingles appear to be brittle and crumble easily. If the roof needs to be redone, our insurance company is not going to pay again. I have had a new roof done before. I have had a house built before. I have NEVER had a crew, or company, show such ABSOLUTE BLATANT DISRESPECT AND DISREGARD for my home or property. As things stand right now, American Dream Home Improvement has breached the contract we signed. They have not made a physical move to make things right. This has been one of the biggest headaches I have ever experienced in having home improvements done. **** will not be receiving full payment for this "so called" service. If it is discovered that faulty product was used and needs to be replaced, they may very well have a bill of their own to pay! We are very interested to see what they plan to do to make this right.

Desired Settlement: If it is proved that faulty material was not used on our roof, we will cover the cost of materials. If it is proved faulty material was used on our roof, American Dream Home Improvement can cover any cost over the payment we received from our insurance company to pay the difference.

Business Response: Initial Business Response /* (1000, 8, 2014/11/24) */ Our crews attempt to protect customers' landscaping out of courtesy, however we cannot be held responsible for any damages per line 22 of our contract. Our crew is also instructed to roll every yard for nails with a magnetic roller. We understand Ms. *****'s concerns of leftover debris and We apologize for any inconveniences. Our office has extended a credit which has been accepted. Our office carefully reviewed pictures Ms. ***** submitted of her damaged landscaping and it is our professional opinion that her bushes were not as severely damaged as she described in her complaint. Nonetheless, out of courtesy, we have extended a credit to resolve this matter. The type of shingles that were installed are ***** ******* ******** shingles. This is a high quality product and we do not anticipate any issues, however once the account is paid in full, her work will be warrantied and Ms. ***** can contact our office to open a service ticket. Our company disputes any claims that we are in breach of contract and would like to point out that Ms. ***** has yet to make a payment on her account. Her contract clearly states that half of the balance was due upon delivery of materials and the remaining amount is due after the work is completed. Out of courtesy, we have not applied a late charge to her account. Our representative has been in constant contact with Ms. ***** and has resolved her concerns in the form of a credit. Once the final payment is made, we will consider this matter resolved and send the warranty paperwork to her. We ask that Ms. ***** contact *** ****** at XXX-XXX-XXXX ext *** or ****** **** at *** with any further questions or concerns.

12/1/2014 Delivery Issues
11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted with them on June XX XXXX, I met with their senior rep and my insurance agent. On that day a copy of the ins settlement which they agree to abide by was given to their senior rep.The contract was made sue to hail damage in my area. Materials were delivered to my home about 2 weeks later. I called two times to see when the work would be done and was told within two days. I explained that I needed to know since I had to medicate my dog for the noise. The senior rep was to check and call back; that never happened. The substandard work was 1/2 done, and my motion detector light was broken. I called a week later to see when my gutters were to be done, they stated that it was on back order; no time given as to when they would be done.Several calls were made to the co and no response, all calls were going to voice mail. One night they show up to do the gutters, I did not know how they could see since there are no street lights in the area. I then started receiving calls from their account resolution specialist, ( a glorified collection person) who was not trying to solve any issues but threatened me with interest charges. I explained to him that the work failed inspection and the window wraps were never done; although it was in the settlement papers given to them, he stated they do not do partial work none of which was mentioned before They asked and have received the settlement papers from my ins agent and from me three times.Supposedly they still have not received it; since I can not get a corrected invoice. I have sent a demand letter twice and they are still charging me over $9800.00 more than what was agreed upon.They capitalized on the hail damage in this area and I believe that they over extended themselves as such they must have subcontracted and never inspected the substandard job. My siding trim is pulled away from the house,the gutters and shingles are not proportionate. They did not replace the wiring to keep the birds out from the chimney. The trim is bent. I want the credit for the work that was not done, the broken motion detector light and the cost to have someone else put the wiring on the chimney. I will have to live with the cosmetics issues. I want a corrected invoice and know I have to pay them for this substandard work and I will not recommend this company to anyone.

Desired Settlement: A correct invoice.

Business Response: Initial Business Response /* (1000, 5, 2014/11/10) */ Our office has reached out to Ms. ******** to discuss her complaints in greater detail. As our contract states, half the balance is due upon delivery of the materials and the remaining amount is due upon completion of the work. Our office has not received any payments to date. The invoice that Ms. ******** received was not finalized with her insurance company as the memo stated on the last line. Our office just finalized the amount today at $10,710.42, minus a $25 credit. We would be happy to schedule a service appointment once a payment is been made in good faith. We ask that Ms. ******** contact our Director of Customer Relations at XXX-XXX-XXXX ext 103 for arrangements. Our office would also like to apologize for the delay in the start of her project and we will extend another $25 for the inconvenience. We would be happy to discuss additional concerns our customer may have once she contacts our office.

11/21/2014 Problems with Product/Service
11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last October American Dream Home started work on my roof and gutters. Things started off bad when they informed me that they could not get me the same gutters. This was after they had them removed. By the time that work was finish the snow had arrived in November. During the spring I notice that strip on aches of my house was cut short leaving a 3 to 5 in gap. I called and made a complaint and noticed that I never got gutter aprons put on my house even thou they where on the bill. It took a couple months to finally get a carpenter out to fix the gaps on the roof but we still have no gutter aprons. I have stopped in the business 4 times and left messages. Have called 5 times leaving messages. Even called the managers cell phone and no one call you back. Even thou they say 24 to 48 hrs response.

Desired Settlement: I want the work finished. The had an estimate and it was paid.

Business Response: Initial Business Response /* (1000, 5, 2014/11/06) */ All services have been completed on this property. Our office would like to thank Mr. **** for his time and patience with this matter. Should Mr. **** require additional assistance, we ask that he contact our Director of Customer Relations at XXX-XXX-XXXX at extension 103.

11/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This was an insurance claim for damage from a storm that occurred in Feb 2014. The contractor assured me the claim would pay for all the work. Worked with insurance and company to discuss what would be covered. Company would not give me a bill before seeing what the insurance was paying out. The initial start date was Aug 27th, 2014. The roof repairs were completed in two days. The siding was started a week later, but the facia and window wraps were never completed. I have a green sided house with red facia and some red windows, which looks terrible. I have called the company, sent emails, spoke to and texted the general contractor (Dave) about the issue with the delay in finishing my house. He advised me numerous times it would be complete, that the missing items were ordered on Sept 7th, 2014, but because the company took on several 100 jobs in this time they were "really busy" . My issue is they took on more jobs but failed to finish ones they already had. I received a bill in the mail for over $18,000 which was more then originally discussed. I sent an email to the company about my disgust with their company and wanting a detailed bill for the work. I believe I was charged for things they never did. Examples include: putting up the light fixtures, mailbox and numbers back on the house. They put the outside light on the garage but never connected back to the electricity, the siding guys cut my cable wire to the house and I was without phone, cable and internet for over three days. I called the company to follow up on my email since I received no reply to complain and was told by the secretary or whoever answers the phone that it shows stuff ordered but they are really busy now and I should be patient. I also asked for a detailed bill again. The contractor stopped by my house several times to tell me it was still going to happen. On Sept 19th at 12:08 pm I received a text that stated they should be there the following Monday Sept 22nd, I texted back on 9/26 to state the work still wasn't done. i texted back stating it was over 6 weeks and that my bill should be re-done and deduct money for the inconvenience they were causing. On October 17th at 9:24 am I received a text stating the work would be done the week of 10/20, still nothing, I texted back on 10/23 to say the work wasn't done and requested again an itemized bill. I spoke with a neighbor who also had problems with her bill from this company. I went to the Village of Tinley Park to inquire if they had any complaints about siding companies, without mentioning any name and they told me the only complaints they have had have been about American Dream. I did send the first check I received from the insurance company to them on 10/6 for $9000.00. I want to not pay them the rest and call a more reliable company in to finish the work but I am not sure of my options. I feel a ten week delay is unacceptable and that I should be highly discounted on my remaining bill.

Desired Settlement: I want an itemized bill with what they say they did, reviewed and discounted for the 10 weeks I've waited Because they haven't been concerned about finishing my job, I would rather have them never come back and remove all the items from my bill that they said they would complete that they didn't do and I will hire a more reliable company to finish the work. I would like them to stop using deceitful practices to get homeowners to trust them with insurance claims, and stop making false statements. Also they should provide costs for the work before waiting for insurance statements, then writing their bill around what's on the insurance statement.

Business Response: Initial Business Response /* (1000, 5, 2014/11/06) */ Our office has been in contact with Ms. ********* and has apologized for the delay of completing her project. All work has since been completed to her satisfaction and we are currently reviewing her invoice and a reasonable discount for any inconvenience. We thank her for her patience and appreciate her business. We ask that she continue to contact ****** **** directly, in regards to any issues with her account, at XXX-XXX-XXXX ext ****

11/12/2014 Problems with Product/Service
11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DATE OCCURED WHEN ROOF WAS PUT ON 7/3. -TOOK DOWN GUTTERS AND DOWNSPOUTS LEAVING EXPOSURED WOOD AND EXPOSED GAPS IN MY EAVES. -VALLYS NOT SEALED, -FLASHING NOT PROPERLY PUT IN PLACE, -FRAUDED INSURANCE COMPANY ON MATERIAL, CALLED SEVERAL TIMES FOR THEM TO FIX AND GOT THE RUN AROUND. I CALLED MY VILLAGE INSPECTOR ON 7/10 AND HAVE A LETTER FROM HIM DETAILING THEY SAID THEY WERE COMING OUT THAT THING WOULD BE DONE BY 7/12. ON 7/12 WATER CAME IN THROUGH THE ROOF POURED THROUGH THE INSIDE OF MY WALLS. I AM NOW LOOKING AT A MOLD, CARPET REPLACEMENT, DRY WALL REPLACEMENT IN FOUR ROOMS. I HAD TO HAVE ANOTHER ROOFER COME OVER TO PUT ON TARPS TO PREVENT MORE DAMAGE. I CALLED ***** THE SERVICE COORDINATOR AND SENT HIM PICURES OF ALL THE DAMAGE ON THE MORNING OF THE 12TH. HE WAS SUPPOSED TO GET BACK TO ME BUT NEVER DID. I HAVE REPEATEDLY CALLED THE COMPANY ABOUT THE LACK OF PROFESSIONALISM IN THEIR WORK AND RARELY RECEIVED A RESPONSE. I WAS TOLD THAT THE ROOF WAS UP TO CODE AND THEY WERE DOING ME A FAVOR DOING MORE WORK. THE NEW ROOFER I HAD OVER TODAY POINTED OUT MANY ISSUES WITH THE TERRIBLE WORKMANSHIP AND THE LIABILITY IT LEFT ME WITH MY HOME. I AM A SINGLE MOTHER WHO I BELIEVE THEY TOOK FULL ADVANTAGE OF. I EMAILED ***** WITH MY COMPLAINTS AND WHAT I RECEIVED WAS A CALL WITH HIM BERATING ME ON WHAT MY THOUGHTS WERE. I TOLD ***** I WAS BRINGING IN ANOTHER ROOFER THAT DAY AT 2PM AND IF THEIR COMPANY DID NOT HANDLE THIS BY THE DUE DATE THAT I WOULD PRORATE THEIR PORTION AND PAY THE OTHER ROOFER TO FINISH THE JOB (THIS WAS BEFORE ALL THE DAMAGE OCCURRED). I HAVE HAD TO CALL ALLSTATE AND AMEND THE ROOF DAMAGES TO THE DAMAGES CAUSE IN MY HOUSE. THE WORST FEAR IS MOLD THAT MY ARISE SINCE THEIR ARE SMALL CHILDREN IN THE HOUSE AS WELL AS I HAVE A BRAIN TUMOR (WHICH I READ MOLD HAS A TERRIBLE EFFECT ON THE BRAIN) I HAVE TRIED TO CLEAN UP THE DAMAGE AS BEST AS I COULD UNTIL SERVEPRO SHOWED UP

Desired Settlement: I WANT THEM TO PAY BACK ALL COSTS TO ALLSTATE, A FAIR SETTLEMENT FOR THE ULTIMATE STRESS WE HAVE GONE THROUGH, AND MY HOUSE HAVING TO BE TAKEN OFF THE MARKET FOR AT LEAST A MONTH WHICH IS FINANCIALLY A HUGE BURDEN FOR US. ALSO THEY ARE TO TAKE ME OFF THEIR ACCOUNTS RECEIVABLE LIST FOREVER SHOWING PAID IN FULL.

Business Response: Initial Business Response /* (1000, 5, 2014/07/31) */ American Dream Home Improvement has addressed each of Ms. ******'s issues and we have even sent our Service Manager back to the property to reinspect our crew's work personally. Although we do not agree with Ms. ******'s position at this time, we value her as our customer and will continue to work with her towards a reasonable resolution. We ask that Ms. ****** continue to contact Cathie **** at XXX-XXX-XXXX ext *** with her concerns. Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Service Manager was here before the complaint was made and still the work was not completed in the time that the Service Manager said it would be which is documented by my village. Also, the company did not protect my roof during the period of over a week that the work was not completed. In addition, their AR clerk ***** ******** has threatened foreclosure on our property and has viciously stated that I am committing insurance fraud. I do not find this good business practice what so ever. Final Consumer Response /* (4200, 15, 2014/09/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Completely a false statement that **** ****** is not on the insuranse policy. American Dream should be well aware of this since a check was cashed by them with **** ********* name on the insurance check. **** has a copy of the check with the endorsed signature provided by our insurance company. American Dream may want to research this since it is not ****'s signature, but it is someone else's handwriting that endorsed ****'s name. I also did not tell ***** **** that 1,000 is all I could afford, it is what I was willing to pay so that American Dream would stop harassing me. In regards to the police report, I can absolutely provide American Dream with the case number if they would like to research this as well. Final Business Response /* (4000, 17, 2014/10/10) */ According to the insurance paperwork our office received, ***** ****** is the sole policyholder. Ms. ****** also was the sole person to sign our contract to have work done by our company. We would be happy to provide all documentation to the BBB by request. We have had customers in the past request to their insurance companies to add additional people as payees to their checks but that does not mean they are on the policy itself. Also, our office did receive verbal authorization to endorse the insurance check on Mr. ********* behalf on June 23rd as Ms. ****** sent the check to our office without it. At this time, we are closing Ms. ******'s account. Should she require further assistance, we ask that her attorney contact ****** **** at XXX-XXX-XXXX ext ****

11/10/2014 Delivery Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They have mislead me on price and have failed to complete roof installation

Desired Settlement: Tbd

Business Response: Initial Business Response /* (1000, 5, 2014/10/28) */ American Dream Home Improvement, Inc. has been working with the homeowners' Mr. and Mrs. ****** ******** to address the concerns in regards to the above referenced matter. Per the complaint, we have acknowledged all the homeowner's complaints and service was completed on October 22, 2014 in regards to the pipe jacks and siding to resolve all service issues to date. We have also offered the homeowner a credit on the account balance of $500.00 to help alleviate the situation. The resolution should have resolved the current issues and close the complaint in good standing with the homeowner. We ask that if there are any further inquiries on the matter that the homeowner contact ***** ******* at (XXX)XXX-XXXX ext. *** or ****** **** at (XXX)XXX-XXXX ext. *** at our corporate office.

11/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ADHI was contracted to strip and repair the roof at *** W. ******* **., ******, IL XXXXX as the result of hail damage. The work was commenced in Nov. 2013 without notifying me prior to the start date as agreed. The work was started and finished in one dat with extremely high wind. Upon being notified the work was complete I inspected the roof and discovered several issues with the workmanship including: nail holes through the drip edge, ice & water shield not replaced as stated, entire roof not stripped, torn shingles, shingles with holes, cracked shingles, nails not cleaned up, shingles with damaged/scuffed edges, and failure to remove the gutter apron to install the ice & water shield. I notified ADHI who stated they would inspect the roof and resolve the concerns. I advised ADHI on several occasions that that I needed to be presnt during the inspection and agree to any work prior to commencing that work. On July 19 or 26th I met with an representative from ADHI who ultimately stated he would see about replacing the roof. I have asked ADHI on several occasions to resolve the issue by replacing the roof based on the premise that there are numerous and significant quality issues with the workmanship. I have expressed that I did not pay for a repaired roof. They have refused to resolve the issue. They have been paid $4,407.63 and I am holding $2,508.09 from payment until the issue is resolved.

Desired Settlement: Due to the numerous and significant issues with workmanship and failure to complete all work as agreed, I am seeking the roof be completely stripped and a new roof installed including felt, ice & water shield, drip edge, and shingles like and kind.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ Our crew met with Mr. ******** this past July to inspect his roof for damages he reported to our Service Department after the build. We found a ripped shingle at the end of the hip and broken and chipped shingles in other areas. Pictures were sent to our Service Director for review who immediately agreed to replace these shingles and did not believe all the shingles were defective. Mr. ******** disagreed and felt that his entire roof needed to be replaced and would not allow our crew to perform any repairs. At this time, we do not agree with our customer's position however we are willing to discuss this matter further with him in person. Mr. ******** also feels our crew did not install ice and water shield and claims to have pictures however our office has never received them. This issue wasn't raised until after our service visit ** we were unable to address that concern in person. Our company feels we have addressed the majority the concerns Mr. ******** listed in his complaint. We are confident that we can resolve all outstanding issues, and come to a reasonable resolution, with a meeting with our Service Director. We have left a voice message and sent an email asking that he contacts ****** **** at XXX-XXX-XXXX ext *** to resolve this matter.

11/4/2014 Problems with Product/Service
10/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The first set of supplies arrived on July 23rd, 2014 which were the wrong color. It took two weeks for the company to pick up those wrong singles. It took the company another two weeks to drop off the right color shingles. It then took another almost two weeks for the roofers to show up to complete my roof. Upon completing a walk around of my house after the roofers had finished for the day, on August 15th, 2014, I observed the following damage to my house: damage to almost all of my white aluminum window wraps (black marks and dents), damage to the vinyl siding of my house (black scratch marks on almost every side of my house), damage to the membrane roof of my 4 season porch on the rear of my house (covered with a large amount of brown caulk), black marks on a couple of the downspouts of my house . I also observed a problem with the vent located on the back side of my roof (the metal hood cover not being long enough so the roofers bent the cover in and used lots of caulk at the top) after time this caulk will dry out causing water to run down the outside of the vent into my house. I noticed one of my downspouts which lead the water away from my house is gone along with one of my solar lights missing. The roofers broke off the back gutter and bent it. They then nailed the gutter back on with the wrong slope exposing the wood behind the gutter. Since they broke the gutter, they did not lean the ladder against the broken gutter but instead leaned the ladder against my vinyl siding. When they did this they broke the caulking along the broken gutter with the pressure of the ladder. I observed a tear in the singles along he capping by the chimney and the flashing around the chimney is above the shingles not under the shingles leaving a gap between the shingles and flashing. The roofers also hit my fence posts and fence gate (black marks on both) multiple times causing the pillar (anchor) post to become extremely loose in the ground. The detached garage never was re-roofed. The roofers stated they ran out of shingles and would be back once they received more shingles. I took photographs of all the issues with my house and roof. I notified my sales rep: *** **** by telephone the same day of roofing, August 15th, 2014. I sent (4) emails with photos of damage to *** ****. On August 18th, 2014,I was contacted by **** from Company by telephone who said roofers would be back out in a few days. A few weeks passed with no roofers. An ***** man came out stating he was in charge of the roofers. He took more photos and left. He never returned. On October 7th, I made contact with **** and advised him no repairs had been made along with garage still not re-roofed. I have left messages on October 15th, October 16th (with 3 voicemails: ****, customer service-billing dept, and ext 174), and October 17th. I have not heard back. The bank called and a female stated job was all complete. The bank released full payment from insurance company which included money for other items this company does not repair. I have not received an invoice showing full payment nor a refund check for the overage paid. Roof total from insurance company shows $5004.53 which was price approved by sales representative. Roof total was from company shows $5074.28 check from insurance company was for $7201.54. My invoice number is LHIL-1515. I am unable to make contact with anyone but a voicemail.

Desired Settlement: I want all the damage done to my house fixed and all the problems with my roof fixed. I want the cost for replacement of my damaged membrane roof. I want the roof completed on the detached garage.

Business Response: Initial Business Response /* (1000, 5, 2014/10/24) */ American Dream Home Improvement has been working with the homeowner, Ms. ***** **** to address the concerns in regards to the above referenced matter. We have come to a mutual agreement for resolution of the matter with the homeowner. We have acknowledged all the homeowner's complaints and will have the necessary repairs completed on October 23, 2014 as agreed to with the homeowner. American Dream Home Improvement has offered to complete the garage roof; the flat roof as well the service issues caused during the build. We have also offered the homeowner a refund of $1,597.25 per the overpayment issue for work that was not completed. This agreement should resolve the current issues and close the complaint in good standing with the homeowner. We ask that if there are any further inquiries on the matter that the homeowner contact ***** ******* at (XXX)XXX-XXXX ext. *** or ****** **** at (XXX)XXX-XXXX ext. *** at our corporate office.

10/28/2014 Problems with Product/Service
10/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1) the work is not complete 2) A final invoice was received requesting payment of $2,676.40 above the written estimate. 3) The current invoices includes protection of landscape and house. No protection was provided and damage occurred to the deck, furnishings and surrounding landscape. 4) Felt was not installed properly or missing, did not extend to the Drip edge at the gables. Yes I do have photos which show this. 5) Ice and Water shield was not installed properly according to Section R905.2.7.1 of the Michigan Residential Code 6) Vents and Flashing were not installed. 7) Shingles were poorly installed, with nails remaining exposed / not sealed. 8) newly installed shingles were damaged 9) Ridge vent was poorly installed 10) roof decking is currently exposed 11) Satellite dish was not removed, and re-installed. 12) Loose debris was left on the property for a full 36 hours through rain and high winds. We (the home owners) cleaned up the debris blown across the neighborhood. 13) Drip edge was not installed properly and/ or damaged during installation. Some old drip edge was not removed and still remains. 14) Drip edge/gutter apron was not installed. 15) Damaged gutters and downspouts 16) Building debris remains in the gutters, on the roof and substantial debris has been found around the property. 17)Broken outdoor furnishings i.e. landscape lights, deck chairs as well as deck. 18)Paint, (used to spray paint old flashing rather than replace flashing) overspray on siding 19) Siding damaged 20) gutters/downspouts damaged 21) overall poor craftsmanship 22)Broken walkway stones 23)damage to seal on driveway This list may or may not constitute all items needing to be remedied prior to completion of said work. Dates range from May 20th 2014 to present day.

Desired Settlement: I am seeking a full refund $6,791.72. + 3 days of missed work @ $657.72. In addition the cost to repair all damage sustained to the house, deck driveway, walkway, lighting and furnishings cost yet to be determined. Estimates are currently being gathered. Additionally a per diem to cover emotional distress i.e. pain and suffering of $100 Starting June 25, 2014 until the day of which this claim is resolved. American Dream has been given ample time and given multiple chances to fix / repair the work as per the contract. The first time the work was done an inspection found several code violations. They attempted to make repairs on 2 occasions, the second time a worker found additional code violations. This prompted a second complete tear off and replacement. The second replacement also showed several items not completed according to the estimate and to code. Two attempts to make repairs resulted in additional damage to siding, gutters and outdoor furnishings. I consider their poor craftsmanship and incomplete work to be a breach of contract.

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Our office has been in contact with Mr. ******* regarding his concerns and we are currently coordinating an appointment between with our customer and crew. The estimate that was provided to Ms. ******* in May was just that, an estimate. The measurements taken by the Sales Representative was off by 4 squares and did not include the following shortages; 1 box of coil nails, 1 box of caulk 1 trim coil, 30 drip, 2 rolls of ice shield, 1 sq. of ridge cap, 65 ft. of ridge vent and 2" nails 5lb box. Our invoice has been finalized with the insurance company and we have confirmed all payments have been released to Mr. *******. Per Line 23 of our contract, "We are not liable for damages to the interior or perimeter of the home due to scope of work completed. We are not responsible for nail pops, patio furniture or lights and landscaping." As a courtesy, we are happy to discuss a reasonable discount, however we will not issue a full refund that our customer is requesting. American Dream Home Improvement stands by our guarantee and will issue Mr. ******* his Warranty once all service issues are completed and his account is paid in full. We ask that he continue to contact our Service Department or our Director of Customer Relations at XXX-XXX-XXXX extension 103. Initial Consumer Rebuttal /* (3000, 12, 2014/09/26) */ 9/25/14 I delayed my response to the proposed resolution in hopes that in fact American Dream would live up to their word for a prompt resolution. While it is true they have contacted me and in fact the builder was on my roof doing some repair, I found additional information about the standard practice of the builder. I will address this in a moment. In all honesty, I had hoped that the issues would be resolved by this time as I truly am a trusting individual, perhaps too trusting. It is unfortunate that a business that advertises as a platinum certified roofing company, does not know how to properly estimate the roofing repair. That in fact is not my responsibility, moreover it is the companies responsibility and can be considered a fraudulent act to entice a homeowner to select their company over another based on pricing. I will also point out that there was never an indication from American Dream that the estimate was incorrect, until the final invoice was issued. There was certainly ample opportunity for them to correct the estimate and re-issue a revised estimate. Whereas I am unable to locate a copy of any contract stating that American Dream would NOT be responsible for damage of items surrounding the property, I can assure you that one both occasions when the roof was torn off and replaced precautions were taken to remove items that were removable. Items such as the damage to the deck were a result of American Dream NOT taking precautions to cover the deck as per their own letter dated Rev 12/13 titled "A few words of advise to our customers..." and I quote Move anything that is not built-in, away from the house. Where in Fact precautions were NOT taken to protect my home and landscaping. Had that been the case the deck would not have been damaged, similarly built in landscape lights were damaged, etc. In addition upon an UNSCHEDULED return by a team to replace flashing and drip edge that should have been done in the first place, a deck chair was damaged. Whereas the document as previously noted also states, " Sometimes plants and landscape lights do get damaged. We apologize for unforeseen damage, and you will be compensated accordingly. Not to mention that in several locations paint was used in an effort to hide the fact that flashing was not replaced as per specified by the insurance company, was over sprayed on to the siding of my home. This painting of flashing rather than replacement of flashing is also a fraudulent act, whereas American Dream billed for the replacement of Flashing that was not replaced. After inspecting other homes in the area that American Dream repaired roofs, it was discovered that Drip edge was not replaced and therefore an assumption can be made that other homeowners and insurance companies were duped by American Dream. A conversation with several employees of American Dream has indicated that the roofing contractors are instructed NOT to replace drip edge and it is not customary to replace flashing. Again, this act can be deemed fraudulent whereas the insurance company states specifically to replace flashing, and drip edge and to include gutter apron with the drip edge. A Subsequent invoice from American Dream which appears to include the cost for these items that were not complete has to considered an act to bill for work not complete. The balance of the invoice will not be paid until such time that the work is completed and an itemized bill is provided, and discounts applied. At this point, there are still several items that need to be completed, including the proper installation of drip edge according the the Michigan Building code. My personal inspection shows that drip edge is missing, and new drip edge was placed over top of old drip edge and therefore not under the ice and water shield as per the building code. I am sincerely concerned about the capability of American Dream to do a quality job and feel as if I have been deliberately pushed aside after my previous BBB complaint. I am also concerned that although American Dream States they will guarantee their work I have yet to see their ability to do the job right in the first place. Believe me, this is all about protecting my investment. At this point, I am concerned that due to the poor quality of the work, my home has lost value. While I can appreciate the request that I continue to contact the Service Department, I would simply request that American Dream be a company of their word and live up to their promises. I have in fact made several inquiries to my rep with no response. I have also made inquiries directly to the sub contractor, as requested, without responses. Additionally, upon agreement to have American Dream do a secondary tear off and replacement, I was assured by Carl as well as the Subcontractor that photos would be taken and shared with me of each step of the work. As of today, 9/25/14 I have not received any photos. Yet photos that I have taken recently show that the underlayment (felt and / or ice and water shield) was NOT installed properly. since this is not seen by the naked eye from ground level, I am forced to inspect the work or hire the inspection to be done by an outside company. There is NO reason in the world that this work should take the entire summer to complete. I have taken time off from work and have had to put off vacation time due to the inability of American Dream to properly coordinate repairs in a timely fashion. I have waited this entire week for a response to schedule the work to be completed. Honestly - I am tired of waiting and will be seeking additional professional help. Final Business Response /* (4000, 14, 2014/10/06) */ We understand how our billing process may appear to be confusing, however what was given to Mr. ******* was simply an estimate. The invoice is not finalized until after all work is complete and reviewed with the insurance company. Our goal is to avoid any out of pocket expenses for the homeowner, aside from their deductible. There is absolutely nothing fraudulent about our billing process or business practices and we'd be happy to address additional concerns in depth with him. We also would like to formally apologize if our crew did not install the necessary materials. As we already promised the homeowner, our Service Manager will address any outstanding issues, especially code requirements, during our next visit. We encourage Mr. *******'s neighbors to contact our office if they feel inadequate work was performed at their property and cannot comment at this time without having the opportunity to review those accounts. Our company feels we have appropriately addressed all issues with Mr. *******, however service repairs have not been completed due to Mr. *******'s schedule. The service manager was not able to complete repairs during his previous visit as Mr. ******* had to leave early. He was also not available in the past week, however an appointment has now been scheduled for October 11th. We ask that Mr. ******* contact our office should he need anything in the meantime. Mr. *******'s business and time is very much valued by our company and we apologize if he feels differently. We are confident that we will be able to resolve this matter in the next week.

10/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am writing to you regarding several issues we endured while utilizing your company for our roof replacement. The shingles and supplies sat in our driveway for 16 days before work began - a major inconvenience. After the roofers completed our job we found hundreds of nails left on the job site. Because of this I contacted customer service and our sales rep to request a second magnetic roller of our property. This still failed to elevate the problem. The nails left all over our property resulted in: 1. A nail through my 7 year old's shoe that caused a puncture wound on his foot 2. Nails in the boots of the painting contractors we hired that began work the same week (you didn't send someone to re roller until Saturday AFTER the Tuesday roof completion!) 3. A nail in my brand new 2015 Yukon I am requesting a new tire for my vehicle. A tire patch is not sufficient as this vehicle has only 1500 miles on it.

Desired Settlement: Other costs incurred: 1. $202.65 + tax and labor new tire 2. $130 for new patio heater (ours was broken by your roofers) 3. I need to have a company come out an touch up the stain on our patio as it was not properly covered and is scratched all over from roofing materials being slid across it 4. Replacement of plants by landscaper that were demolished during roof installation 5. Repair of flashing that was not done or replaced correctly -- I originally thought this was above garage only but have since found that the entire house was not done. Also they used brown caulk on a light grey trim -- looks terrible cosmetically 6. roof repair over kitchen window where shingles are split 7. Table top fire table top lifted and cracked - repair or replace 8. Gutters over garage damaged during roof install - buckled and scraped. I am requesting reimbursement for their replacement. I have paid the first payment for the roof but will not be paying additional sums until the above issues are resolved.

Business Response: Initial Business Response /* (1000, 7, 2014/08/25) */ Our installers are instructed to carefully inspect the property after work is complete but it is understandable to find some debris left behind sometime. We regret to hear that our customer experienced these issues and are working diligently with our crew to get the service issues resolved. Should this homeowner need additional assistance, we ask that she contact our office and speak to our Director of Customer Relations at 877-***-**** ext ***.

10/14/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: On May 17 2014 we noticed water in the new carpet of my son's bedroom 3 feet from the exterior wall. The carpet was like a soaked sponge. I didn't know if the water was from the window or the roof that met the wall 30 inches above his floor. I evacuated the bedroom to let it dry, disinfected the visible mold and removed the soft goods that had shown signs of mold that was easily accessible. I then proceeded to the garage to cut an access in the ceiling to investigate where the water was coming from. Using a garden hose I sprayed water under the window to isolate the problem and when I went to look though the access hole I witnessed quite a bit of water coming in between the wall and roof line. On Monday 5/19/2014 I left a message for AHDI and they responded with an appointment for the following day. The next day **** with AHDI came out to inspect the roof and damages. He looked at the roof and noticed that the shingles where improperly installed with the flashing along the wall line. I showed him the moldy drywall and wall board in the back of my truck. I showed him where the trim for the front door had sagged from water entering by my front door. I took him in the bedroom and he acknowledged the water staining on the carpet, molded and soft subfloor and the moldy studs and insulation. I then showed him the garage and he seen the rotted decking and the moldy insulation and framing above the garage. He took pictures of all of this and he said he would have to get materials and would be back to fix the roof. He returned the next day and installed the shingles the correct way and the water infiltration stopped. **** called me the following day and said he had talked to **** at AHDI and he wanted to know if I wanted to do the repairs myself or have AHDI repair the damaged drywall. I reminded him that there was more damage than just the drywall and that mold had started in quite a few places. I told him that with my prior dealings with AHDI contractors that I was not interested in having them take care of the damages but they can come back to investigate anytime. I mentioned that my son and I are very allergic to mold and I wanted to make sure that it was taken care of correctly. On July 8 I sent AHDI a copy of the estimates and waited for their response. After not hearing from them, but with my son being without his room for 2 months and his stuff cluttering up the rest of my home we started the work on July 18. After repeated calls I finally spoke with **** July 29. He just wanted to know how much I wanted and I said I would settle at this time for $3500. He laughed at me and said that his guys should have done the work because **** said had he did not even see the need in the drywall even being removed let alone any other damage or repairs. I than told him that was exactly the reason I did not have his people do the job. My son and I would still have the constant cough and shortness of breath that bothered us for the past 18 months if I would have let AHDI only patch the drywall. He said he would have to talk to someone higher up the ladder and he would get back to me. He also wanted me to send him some pictures and I did. After repeated calls I finally spoke with **** on Aug 21, and he offered me $500 and I told him that was unacceptable.

Desired Settlement: The estimates for the repairs, mold remediation, and carpet in the one bedroom with the most damage totaled $3926.86 and did not include the subflooring replacement or the extra drywall replacement in the garage which this work was done. Also, there was moisture in the other bedroom wall and the wall at the front entrance to our home, but it wasn't as extensive as the one bedroom. I also did not include the mold testing of the home or the mold remediation that could have been included with this. The carpet estimate is for the same carpet in the one bedroom that was installed throughout my home a couple of months prior. The other restoration contractors that I contacted for estimates seemed to only want to deal with my insurance company and not give me a quote. The contractors were telling me that to replace the rotten subfloor and decking would involve removing the siding, roofing, and framing. This would be in excess of $12,000 and was just the one room excluding carpet and the mold clean up. I was trying to be fair and act in good faith with ADHI so I wasn't going after making everything as it was before they installed my roof, but for our health I wanted the mold growth controlled. So, I am asking $4000 to resolve this.

Business Response: Initial Business Response /* (1000, 5, 2014/09/19) */ Mr. ***** signed a contract with our company on May 4th, 2012 to have his roof and gutters replaced at the cost of $6,518.79. He paid his account off in September of 2012 and our office did not hear from him for two years until he placed a call to our service department this past May. Our customer originally reported he thought the roof to wall flashing was an issue and this is where the water was leaking through. Our Service Manager found this to be odd as a leak was not reported for two full years after the install. None-the-less, our office treats every leak as an emergency and scheduled an appointment to meet with the homeowner the very next day. Our crew took interior & exterior pictures of the affected areas and offered to repair the interior damages immediately. The homeowner explained that he wanted a professional opinion and we asked that he forward the estimate to our company to review prior to any work being done. At the time, our service coordinator stated that it would not be necessary to replace the drywall and the total amount of damage did not exceed $500. On July 29th, the homeowner sent a copy of the estimate to us and stated that he performed a majority of the repairs himself and requested $3,500 to be reimbursed. Again, we reiterated we needed to review the estimate prior to the work being done to be able to approve an amount over $500 and the fact that he completed most of the work himself, and not by a licensed contractor, led us to believe that the matter was not as important as we originally thought. We stand by our offer and will honor Mr. ***** a $500 refund. Should he have any additional questions he may contact ****** **** at XXX-XXX-XXXX ext 103. Initial Consumer Rebuttal /* (3000, 7, 2014/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) We of course are very upset with this response from the ADHI. ADHI has left out many details. Yes, they did come out the next day to repair the roof correctly. The first thing the service guy stated to me was that the shingles were installed incorrectly with the through wall flashing. He repaired it and took pictures. He had seen all the mold on the flooring and floor boards after we had pulled up the soaked carpet. It was difficult to get an estimate from any company as they wanted to deal with our insurance only. In the end we were able to obtain one and sent it to ADHI. After many phone calls and no response from ADHI, I had to have the mold removed myself as it was making us very sick. ADHI had stated that they hadn't heard from us in 2 years. This is because we didn't know the roof had been leaking all this time as it was hidden under our carpet and inside our walls. We have shown them many pictures of the mold inside the walls and they are still telling us it was unnecessary to remove the drywall. They also stated that we repaired the damage because it wasn't an emergency, but that is opposite of the truth. We could not deal with waiting around for a response from ADHI any longer because of our allergies and it being black mold. They are offering $500 in compensation hoping we will go away, but this doesn't even cover the cost of our carpet. Our damages our well over that. Final Business Response /* (4000, 9, 2014/10/07) */ After further review of pictures our service adviser took during our inspection back in May, our company strongly feels the leak was not a result of the roof replacement. Rather, we believe the issue to be a result of missing Z flashing in his siding and lack of caulking around the J Channels on the windows. Our theory is based on a similar complaint another customer reported with a similar style house. It has never been our intent to cause any inconveniences to Mr. ***** or his family. At this time, and as a courtesy, we are willing to refund a total of $2,000, for the repairs as we find this amount more reasonable than the estimates he provided. Our only stipulation is should Mr. ***** experience any additional leaks, he will need to hire another contractor for repairs at his own expense. We highly encourage he have a siding and window professional inspect the areas of concerns mentioned above. We ask that he contact our Director of Customer Relations at XXX-XXX-XXXX ext 103 or **********@gmail.com by Friday, October 10th with his response.

10/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: A MONTH AGO THIS COMPANY CAME TO MY RESIDENCE. THE LOCAL COMPANY REP, *** ****** FOR AMERICAN DREAM HOME IMPROVEMENT DISCUSSED THE ROOF CONDITION AND WHAT NEEDED TO BE FIXED. WE DID NOT DISCUSS A CONTRACT NOR DID I SIGN ANY CONTRACT WITH THIS COMPANY FOR ANY TYPE OF WORK. THE REP, ***, KEPT STOPPING BY AND CALLING. I TOLD HIM I WAS GETTING OTHER ESTIMATES. TO MY SURPRISE I RECEIVE A PHONE CALL THAT MY ROOFING MATERIALS WILL BE DELIVERED TO MY HOME AND ROOF REPLACEMENT WILL BEGIN. THE LADY WHO CALLED WAS VERY RUDE WHEN I TOLD HER THAT I DIDN'T ORDER ANY SERVICES FOR MY ROOF OR SIGN A CONTRACT. I SPOKE TO *** WHO CONFIRMED THAT WE DIDN'T. WELL, I JUST RECEIVED A PERMIT FROM ARAPAHOE COUNTY THAT THIS COMPANY TOOK OUT FOR MY HOME ROOF REPAIR AND STILL RECEIVING CALLS THAT THE MATERIALS WILL BE DELIVERED AND WORK WILL BEGIN NEXT WEEK. THIS IS DEFINITELY FRAUD AS I DIDN'T VERBALLY NOR WRITTEN AGREE TO THIS WORK. THEY ARE NOW HARRASSING ME WITH CONSTANT PHONE CALLS REGARDING THIS ORDER. I HAVE SPOKEN TO BOTH *** AND THE PERSON WHO KEEPS CALLING REGARDING THE DELIVERY OF THE MATERIALS THAT I DIDN'T ORDER IT. *** HAS CONFIRMED THAT I DIDN'T VERBALLY SO WHY AM I STILL BEING BOTHERED BY THIS COMPANY FOR SOMETHING I DID NOT ORDER!?

Desired Settlement: TO STOP ALL ACTIVITY AS I DID NOT AGREE TO IT AND TO STOP THE HARRASSING PHONE CALLS REGARDING A DELIVERY OF ROOFING MATERIALS THAT I DIDN'T ORDER. I ALSO CALLED THE COUNTY REGARDING THE PERMIT THAT THEY GOT AND FILED A COMPLAINT WITH THEM. I HAVE SPOKEN TO AMERICAN DREAM HOME IMPROVEMENT THAT I DIDN'T ORDER THIS AND WAS RUDELY TOLD THAT I DID AND KEEPS BOTHERING.

Business Response: Initial Business Response /* (1000, 5, 2014/09/26) */ Our records indicate this homeowner signed a price agreement with his Sales Representative on August 29th to have their roof replaced by American Dream Home Improvement. A courtesy call was placed one day prior to the scheduled delivery date of the materials, which is when our office was notified by the homeowner to cancel his agreement with us. We have not delivered any materials and will not move forward with the job. We apologize for any inconveniences and will cease any further communication with the homeowner. Initial Consumer Rebuttal /* (3000, 7, 2014/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) What a SAD excuse of a company, since I did not in fact sign anything. Granted they tried relentlessly to get me to sign, but I informed them up front that I intended to get multiple quotes. I would warn anyone who may intend to do business with this company to take the time to search out an actually reputable company instead, and remember" buyer beware"! Final Business Response /* (4000, 9, 2014/10/01) */ Again, our office would like to apologize for any inconveniences this homeowner experienced with our company. According to our records, we had a signed agreement from the homeowner to replace his roof. On 9/17/14, our office was contacted by the homeowner to not move forward with the job. Once the cancellation was internally processed, all documents were then shredded, per office policy. Please let us know how we can further assist the homeowner or BBB.

10/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: This company came out on August 25th, 2014 and they did our roof, the shed and the gutters. They didn't put wood back under the shingles I think it was cork or pressed wood, on the eves the vents were damaged and that was in the proposal to replace which they didn't do. I have been trying to contact someone from the company to address these issues. They tell me that they will come out and they don't show up. The siding under the patio is falling down. The sent me a bill for $9,227.40 the original bill was $7,234 that was the price they agreed to with the insurance Co. I feel I am getting the run around. I would be glad to pay them for the work if only they will come back and fix and or finish the work according to the contract and to insurance satisfaction. I had to take my husband to the hospital after he stepped on a roofing nail that was left in the yard. I just want this job completed and some one who knows what they are doing.

Desired Settlement: I would like someone accountable from the company to show up when a appointment is made and address these issues. We are willing to pay for the work that was done but we want it to industry standards.

Business Response: Initial Business Response /* (1000, 10, 2014/09/29) */ Our Production Manager visited the property on 9/26 to inspect the roof for improper installation and took several pictures for our files. We believe the extra layer of plywood on the rear porch was removed in error when the flat roof was removed. We can resolve this issue by installing another layer of plywood when we replace the 2 squares of roofing shingles. During this time, we will also replace the broken 1"X6" with a new primed piece. The homeowner reports that gutters were installed incorrectly leaving exposed wooden fascia board. The gutters were in fact installed correctly as the prior contractor installed the siding improperly. Our crew had no choice but to install their gutters high up to the roof line. Regarding the leak, it appears the chimney stack and cap are very old and need to repaired by another contractor, an issue not related to our work. During this visit, our Production Manager also repaired some fallen soffit in the rear porch area. Our office just received a copy of the insurance summary and will finalize her invoice with the insurance company in the next week. Unfortunately, we have been unable to reach Ms. ******* by phone and ask that she returns our call to discuss this in further detail. She may contact **** ******** or ****** **** at XXX-XXX-XXXX ext 103.

10/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: A representative of the company knocked on my door n April and told me that my roof may have been damaged in a recent storm, offering a free inspection. Free is free, so I agreed, and sure enough I had extensive damage. American Dream was good enough to handle the entire process from that point, contacting my insurance company, arranging an inspection with their adjustors, and securing the funds to replace my roof for the cost of my deductible. While I had many options available to contract for the roof replacement, I chose American Dream mainly because they had been so helpful in every phase of the project to this point, but also because of their A+ rating with your organization, and their purported commitment to quality, including a 30 year warranty. To that point I was extremely happy with American Dream, but afterwards it's been much less satisfying. To begin with, I was surprised when the team that showed up to do the work in May, was from a different company altogether. While I understand the concept and purpose of sub-contracting, I also expect American Dream to take responsibility if that sub-contractor does inferior work, because it's their own reputation at stake. Well, that sub-contractor did do inferior work, but American Dream has gone MIA. My calls go to voice-mail. My emails go unanswered. The first time American Dream reached out to me was in July, when a representative of their company came to my house and demanded payment for the work. I informed him that I had been complaining about the work, and took him around the house and showed him all of the areas where shingles had been installed incorrectly, creating waves that would direct water straight towards the most vulnerable areas of the roof. He assured me that this was perfectly normal, and that those waves would flatten out in just a few weeks. I disagreed, and informed him that I would not pay until the issue was addressed. He said he would be able to get a crew scheduled to come out if I paid a portion of the amount due. While I thought this resolution sounded very fair, the amount he demanded was the entire amount, less the deductible. I offered less, and he insisted there was no way to get a crew scheduled otherwise, and would accept nothing less than the full amount. I had no choice if I wanted the work fixed. So I wrote the check, less the deductible. A few days later, I received a nasty letter from American Dream, informing me that my withholding of the deductible constituted nothing less than insurance fraud. So, of course, I paid the deductible as well. Now, American Dream has all of the money, and no further reason to come back and address the issue, as evidenced by their inability to schedule a crew for what amounts to an hour or two of work, at most. I have no further leverage in the situation, and if I contract with another roofer at this point to fix the problem, then the 30 year warranty will be in jeopardy. If I do nothing, it will be winter soon, and if this winter is anything like the last, then those improperly installed shingles could allow my roof to be damaged. In which case, I would have to rely on the 30 year warranty, which is an iffy proposition at best, from a company that won't take my calls or respond to my emails. It's not clear to me how this company has a A+ rating with your organization when they are so willing to bait and switch with inferior contractors, strong-arm me for payment, and then abandon me altogether. I implore you to lower their rating drastically, and immediately, as this was a factor in my choice of their company. Sincerely, *** ******

Desired Settlement: I would really like American Dream to apologize for the deplorable treatment they've given me, get a crew on my roof immediately to fix the issues they created, and then refund me a considerable portion of my payment for the trouble they've caused.

Business Response: Initial Business Response /* (1000, 5, 2014/09/26) */ All members of our crew are licensed, bonded and insured through American Dream Home Improvement. We regret to hear that this homeowner feels our crew performed inferior work and that our office has not returned his messages in a timely fashion. We have since been in contact with him and have completed all outstanding service requested. Our Director of Customer Relations personally reached out to our customer to ensure his satisfaction and has offered to send the Service Director inspect the work. A gift card was also offered out of courtesy which he declined. Should Mr. ****** change his mind or need additional assistance, we ask that he contact our Director of Customer Relations at XXX-XXX-XXXX at ext 103. Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I fail to read anything in the response from American Dream addressing any of the concerns I outlined in the original complaint. While all of their crew's are licensed, bonded, and insured, the crew that performed my work was subcontracted: A different company altogether. I was expecting an experienced crew with the same commitment to quality that American Dream promised from their people. What I received was anything but. Returning calls in a timely fashion, at least in my mind, would be the same day, or the next day at worst. American Dream left me hanging for four months, and only chose to act when compelled by my original complaint filed with the BBB. American Dream has sent a crew, and did some work to address the problem they created, but did not comply with my written request to 1) schedule the work only when I could be present, and 2) take up the shingles that had been installed improperly and re-install them. Their crew showed up with no forewarning other than "by Monday, latest" (they showed up Saturday morning), and addressed the issue by pounding in a lot of extra nails, rather than re-installing the shingles correctly as I had requested. As I have noted to American Dream already, I am still not satisfied with the result. A few hundred extra nails only turned the wavy shingles into bumpy shingles. I see no response to the other points I raised in my original complaint: **** ****** first telling me that those shingles would flatten out by themselves in a few weeks, then refusing to schedule the repair work until I paid all of the money due, and finally advising me to withhold the deductible, putting me into potential legal jeopardy, which American Dream immediately turned around and threatened me with. Where is American Dream's response to those points? Does American Dream really think that a $25 gift card is sufficient recompense for their ethically questionable actions throughout this entire episode? Final Consumer Response /* (4200, 11, 2014/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) American Dream has still failed to address their unethical tactics. Once again, I am imploring the Better Business Bureau to make my case publicly visible, and lower American Dream's rating immediately and drastically to protect consumers from the unsavory and deceptive business practices employed by American Dream. Final Business Response /* (4000, 9, 2014/10/02) */ What the Sales Representative told Mr. ****** regarding giving it time to allow for shingles to lay flat is accurate. Ordinarily, shingles will lay flat after some exposure to heat. It may take weeks or months depending on the climate. Our office is aware Mr. ****** is unsatisfied with the repairs and condition of his roof. We have offered for our Service Director to personally visit the property for a re-inspect and should he decide that the work was done improperly, we will immediately schedule another service to be performed with the homeowner present as he requested. Please contact ****** **** at XXX-XXX-XXXX ext 103 or **********@gmail.com to schedule this appointment.

9/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: we initaily worked together with thoughts of them fixing my roof, however I decided I wanted to get additional estimates then Charles from the company stopped by my home unannounced and I informed him of me wanted to get other estimates he them proceed to argue with me that I could not do that and he stated "you gave the buisness to my company" and he then stated " he would call my insurance company and i would not get anything". I told him i needed time to decide. I felt pressured by him. I later spoke to him and told him because I felt pressure I may go with him, but then he went and obtained a permit without my permission and ordered roofing shingles without my permission and had them delivered to my home. Now I completely do not want to work with him. His actions are unprofessional and very disrespectful. This behavior is unacceptable and in no way good customer service. i feel bullied and do not wich to work with him and his company.

Desired Settlement: Not to be charge anything to part ways with this company.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ We regret to hear Ms. ***** feels she was pressured by our Sales Representative into working with our company. As it stands, Ms. *****'s agreement has been voided and the 15% cancellation fee has been waived. Should she have any further questions or concerns, we ask that she contact our Director of Customer Relations at XXX-XXX-XXXX.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Started when I asked the salesman what it would cost to replace all the decking he said $40a sheet.I said im sure I could get the wood cheaper and he said "If you get the wood we will remove the old and replace it for free"(I have several witnesses and text's to prove this)adhi's response was "well I could have 3 sales man say they were there and that wasent said" (nice and mature of him) a week before the roof was to be done I was walking the neighborhood looking at the work done by them and talking to my neighbors and just about every house had something missing or just not done right so I called the salesman and asked what I had to do to get out of this deal as I had a bad feeling about it and after a twenty min conversation with him and his boss the promised me to send their best crew and that everything would go just fine.... I pick up the forty sheets of plywood that I was told to get..the salesman was supposed to be here to insure everything went well but of course he was no where to be found. The installer was never told about replacing the decking but did the back of the house before he decided to call the shop because he wanted to make sure he was going to get paid for it.....the salesman never told adhi about this but after a couple of calls between the salesman and his office they agreed to replace it and gave the installer the ok to go ahead....five min later I was told I needed 63 sheets not 40 and that if the salesman knew what he was doing he would have known this. I was also told that if the decking was damagedy ins would pay for it..the installer said it was damaged and he was sure ins would cover it but of course without the salesman there to take pics and send them to state farm how are they going to prove it was damaged? I also told the salesman I could get the ridgevent at a fraction of the price they chsrge and was told ok it will be deducted ftom the cost....so I paid for the plywood..ridgevent and nails almost $1500 and am still waiting to see how my ins is going to cover this or see it deducted from the cost.the best part tho is while the roof only had tar paper on the back and decking being changed in front and no flashing installed it started to get dark out so I went out and told them they need to stop and cover my roof before it rained but they said it would be ok and continue to work. ..ten min later they are laying on my roof trying to hold tarps in place unsuccessfully causing my attic and most of my walls to get wet and soaking the insulation. ...several calls were made to the salesman and I was told the roofers would take care of my house. ...four days later a guy from adhi shows up looks in the back of the attic where I had fans going for 4 days and said "its not that bad" and so far haven't bothered to even acknowledge that this has happened. ..meanwhile ive had to file a claim with my homeowners and have to relocate for a few months while my house is repaired. ..instead ofsending out a few fans and trying to clean things up they went on the defensive (guess they think the water magically appeared in my walls) and tried to play it off...really pathetic

Desired Settlement: Would like the decking and ridgevent covered....at a min

Business Response: Initial Business Response /* (1000, 5, 2014/09/11) */ Mr. ******* signed a contract in June to have his roof replaced by American Dream Home Improvement. When the shingles were removed, our crew discovered his decking to be in poor condition and realized it would be impossible to nail new shingles to the existing surface. The homeowner was notified immediately and he decided to purchase the decking and ridge vent on his own as he felt it would save him money. Per line 5 of his contract states, "Replacement of deteriorated decking are not included and will be charged as an extra on a time and material basis. As a courtesy, up to 3 sheets decking will be replaced at no cost." 63 sheets of decking was installed, however we are willing to discount his bill down to 40 sheets for just the labor alone. As a courtesy, we have reached out to Mr. *******'s insurance company in attempt for them to cover his expense of decking and the ridge vent. Once we hear back, we will notify Mr. ******* of the outcome. Our Service Director personally inspected the property on August 29th and reported that he was unable to take any photos as there was no visible damage from the reported leak. He did find a small wet spot near the furnace vent pipe in the utility room which we do not believe to be related to the roof replacement. All dry wall, installation in the attic, decking and trusses were all dry to the touch and no water stains were present. An existing and poorly repaired stress crack was found which also did not show signs of a stain. Had water leaked through to the ceiling, a stain would have immediately developed in this area. It is our professional opinion that Mr. ******* and his family did not have to relocate at any time for reasons related to the roof replacement. Service has not been requested or scheduled at this time. We are happy to offer a small discount for any inconveniences he's experienced. Once we hear back from Mr. *******'s insurance company, we will finalize his invoice. Our Director of Customer Relations has reached out by phone and email and she is waiting for a response. We ask that he contact ****** **** at XXX-XXX-XXXX ext 103 or **********@gmail.com.

9/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On X-XX-XX A salesperson from American Dream Home Improvement came to my house, telling me I had damage to my roof. He said my insurance will cover the hail damage, and I would only have to pay a deductable. A person (****) from my insurance came to my house, and he said there was damage. The salesperson from American Dream would not tell me how much this would cost the insurance company. He told me not to worry about the total cost,just pay the deductable. I believe that this company is a scam. They never even gave me a quote. I have also told service rep, previous to let me think about it before doing business with them or even doing a claim with my insurance because my insurance will go up. I have called the service rep and left messages, but no return call. Service rep finally returned called and was aware there was no claim file at this point. A couple of days later I called my insurance to notified him not to send claim threw, because this company is a scam and I will not be doing business with them. No claim has be submitted. American Dream was notified that I would not do any business with them. I have left serveral message for service ********** ( but no return call. To inform him I will not do business with them there is lack of communication and no returned phone calls. This company is a scam. I told My insurance company not to file a claim Today, X-XX-XX a semi-truck came by and dopped off roofing materials, that I was unware about. I did not authorize this. Service rep still have not return my call from 8-22-14. even though I told them we are NOT doing any business with them.

Desired Settlement: I do not want to do business with this company. I did not authorize material to be delivered on my front lawn I was unaware of the material being dropped off. I have not submitted my claim to my insurance company. I want the materail remove my property immediately. I will not pay for a restocking fee and cancel any fail contract.

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ We understand how our billing process may appear to be confusing and apologize if it wasn't explained properly to the homeowner. It is true that we invoice off insurance proceeds meaning the homeowner would only be responsible for their deductible as our price agreement states. It is not true that their premiums would increase if they file a claim and the insurance company approves work to be done as a result of storm damage. We recommend that this homeowner follow up with their insurance agent to discuss their concerns and confirm what type of policy they purchased. American Dream Home Improvement assists 300 homeowners a week and we have a department dedicated in working closely with insurance companies to avoid any out of pocket costs for our customers. We are also a nationally established business and carry an A+ rating with the BBB since 2007. We regret that this homeowner has such negative feelings towards our business as we have thousands of happy homeowners who are extremely satisfied with our work. Should this homeowner wish to speak to someone in our corporate office, we ask they contact our Director of Customer Relations at 877-266-8666 ext 103. Initial Consumer Rebuttal /* (3000, 7, 2014/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the salesman several times and there is no response to my concerns. It made me feel that my concern was not address and it wasn't important. I wish not to speak to their customer relation. I have spoken to my insurance company regarding my premium At the time the sales person was present when this coversation took place. The line of communication with the customer and sales person wasn't clarified with responding to my concerns. At this time I wish to move forward and not have no communication with the company. Final Business Response /* (4000, 9, 2014/09/08) */ We regret to hear that this homeowner feels our company did not exceed their expectations. Per their request, we will end all communication and wish them well.

9/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: invoice # IL2619. When salesperson picked up final check I told him that the gutter guards didn't look like they did before the work. they say the offer a lifetime gaurantee for workmanship. I did not notice the problem until heavy rains are causing water to overflow the gutters hitting windows. Leaving messages for over a year I can not get a call back.

Desired Settlement: repair or replace gutter guards or pay for me to have the work done.

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Our notes do not show any messages left by the homeowner with any of our department, and had we received a message our Service Department would have contacted him directly. American Dream Home Improvement has been in contact with Mr. ***** to address his concerns regarding his gutter guards. Mr. *****'s insurance company did not approve for his gutters to be detached during the roof installation. We do not agree that the damage to his gutters was a result by our crew, however as a courtesy, we offered Mr. ***** a gift card to pay for the replacement of a small section of his gutter guards that he reports to be damaged. Mr. ***** refused our offer and at this time we consider this matter resolved. We ask that Mr. ***** contact our Director of Customer Relations at XXX-XXX-XXXX at extension 103 should he need additional assistance.

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: A truck drove by and stopped at our house asking if he could look our roof. We told him no, and he stated he is doing 10 homes on our street with hail damage. He gets up on our roof and he was up there for a half hour and shows us pictures of hail marks on our roof. I felt shocked, and I thought that I didn't remember any hail or marks on my truck. He looked up on our roof on May 28th, and then he called our insurance co and they came out and said something looked suspicious. They then called a roofing inspector and he said they looked manufacturerd. My husband was up on my roof two weeks prior and said he didn't notice any of this. We contacted American and they basically admitted that the guy was fired and yes it was there fault. They then said the would do our roof and we said that was fine but no artectural shingles. They came out, and dropped off the singles on our driveway. I was in my house and didn't go outside to see the progress and then found out they put architectural shingles on. Three days later is rained, and my roof was leaking all over in the garage and my the chimney. The spot dried up before they came to check it out and they said well we don't see any evidence of a leak. It doesn't matter I saw this leak. All my neighbors said they saw them on my roof when i told them not to come until I was home and later that day when I got home they same back and told me there was nothing wrong. My neighbors said they were using some sort of glue when they were there earlier. I want them to take these shingles off, hire a different company, and for them to pay for this. My roof was only 7 years old to begin with and I didn't need one until he vandalized it. They don't want to do anything about potential leaks of when the snow falls, and they didn't address any of the leaking. The roof was not leaking before. They said if it gets wet again that I should call right away, but I don't want to wait for damage to happen.

Desired Settlement: I want them to take these shingles off, & I want to hire a different company, and for them to pay for the new company to do the work.

Business Response: Initial Business Response /* (1000, 10, 2014/09/02) */ The original Sales Representative is no longer with our company due to issues separate from Ms. *******'s complaints. We have installed an upgraded architectural shingle and a color that was chosen by the homeowner. A leak was reported to our office and our crew was sent to inspect Ms. *******'s roof 6 hours after rainfall. No puddles on the exterior of her roof were located, nor did we find any interior wet spots. A water test was also performed but our crew could not reproduce a leak which is a common result if there were any product or workmanship defects. Our crew did note prior to the roof replacement that the chimney was in poor condition and the mortar between the bricks was disintegrating. We have provided pictures which are attached. It is our professional opinion that the homeowner has her chimney inspected and repaired. This may have caused her leak as we could not find any real issues with her roof. Our company has provided a lifetime warranty to Ms. ******** and we request that she contact our Service Department with further issues.

9/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 8/14/14JNM See case notes This company came door to door soliciting free roof inspections on 6/26. They said I had damage. I called my insurance company and they sent an adjuster out. The adjuster agreed there was damage on July 11th. The company was present. The adjuster came down from the roof and said he'd write up a report and he'd be back to talk to me. The contractor sat down on my front porch. I asked him what he was waiting for and he said he wanted to go over the report with me. I told him that was fine, but this was my insurance representative and I'd discuss things with the insurance and based on what I found out from him, I'd be in touch. He asked if they could put a sign in my yard and I told him no. I told him I wasn't making any decisions. The next day I came home and there was a sign in my yard. I called the man on the 12th and asked if he put it there. He said yes. I told him I specifically asked him not to and he said the company wanted him to. I told him it wasn't the companies home and it was mine. I told him I hadn't made a decision. I told him I'd call him when/if I decide to have this work done. He said ok, fine. He asked if I'd put the sign in the garage. I agreed. I thought that was it. Yesterday I came home and I had a message that the materials had been ordered and they'd start the job Tuesday and everything would be deliverer Monday. I called the salesman and asked who authorized this. He gave me his supervisors name and number and said ***** ***** authorized it, XXX-XXX-XXXX. I told him this man can't authorize this because I never authorized this. My insurance company hasn't even approved it. He told me to call him and said he was not doing anything. I tried calling the number and he didn't answer. I tried calling the 877 number and spoke to a girl who was unhelpful. I called today and she said she'd pass it on and it'd be taken care of. I called not long ago to ask if they'd talked about this to confirm they would not be coming. He told me he had nothing to do with it and turned everything over to ****** I called the 877 number again and got a manager. I told her what was going on and she said she'd turn it over to another guy who would take care of it and call me back. I asked if she could confirm that they would not be here next week and she said no. She said she was passing on the message and he would contact me directly.

Desired Settlement: I want the business to cease and desist.

Business Response: Initial Business Response /* (1000, 10, 2014/09/02) */ American Dream Home Improvement would like to apologize for any misunderstandings. We are quite surprised by this complaint as our Regional Director of Sales Management spoke directly to Ms. **** and was not given any of this information. To our knowledge, this homeowner had just chosen another contractor. We have informed her insurance company that we will not perform any work to her property and should Ms. **** need any further assistance we ask that she contact our Director of Customer Relations at XXX-XXX-XXXX ext 103.

9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: American dream home improvement came to my house because of possible hail damage to my roof. They explained that my area was involved with the storm which happened on May 12, 2014. I did state to them that my house was hit hard. They stated to me that I may have a claim with my insurance company. I told him that I was told that from another company. The rep then asked if I called my insurance company, I told him no that I had planned to do so. The rep then asked if he could be present when the adjuster comes out. I stated to him why? The rep then stated that we would like to have me business if it is a fact of damage. He than asked me to sign giving them permission to be present. Before I signed I stated to him that I am not signing for you to do the business because I am not sure what the adjuster will state. The rep then stated that this is not a contract or anything we just have to ask you to sign so our bosses will see we are out here trying to get customers. I then stated to him that, I am not signing for you all to do the work, he then showed me where I am not obligated to choose them. I allowed him to be present, and continued to state to he that I am not selecting your company. They came when the adjuster arrived. When the adjuster was informed of this company he stated to me not to do business with this company because of the complaints and them wanting the deductible that the insurance takes in advance. I then called my insurance company and stated to them about this company, they too stated not to do business with them because of all the complaints on them. I then told the rep from american dream home improvements that I will not be doing business with them. I looked them up on BBB and did not like what I was reading. I stated that I will find a place with a better reputation in business. The rep stated ok but at least let me show you what we have. I looked at some shingles that he showed me. I stated to him that I still will not be doing business with them. He stated that the 71 complaints were all resolved. I stated that I still will not be doing with them. Well on August 18, 2014, they came and but some of their products ( shingles and some type of lids) in my yard and in the alley at the end of my walk way. No one asked me if they could drop off anything, they didn't even ring the door bell or call me, to let me know anything. What I received was a phone call asking me if I received a check yet, I stated to the rep whose name is Matt, I told you that I will not be doing any thing with your company do not call me again and hung up. I called the police because we have nothing in writing, just something allowing them to be present with the adjuster. The police state to me that I can take their things out of my yard and also stated that they have had several complaints on this company. I will not be doing any business with them and the police told me to contact the BBB on them and this is what I am doing. They need to come and get their stuff out of the alley or away from my walk way.

Desired Settlement: Get your stuff, you are not welcome to do my business ever!!!!!!!!!!!!!!!!!!

Business Response: Initial Business Response /* (1000, 7, 2014/08/27) */ This appears to be a misunderstanding between the sales representative and the homeowner. The price agreement which Ms. ***** signed clearly states homeowners have up to 3 days to provide their cancellation request in writing. Our office never received a written request. A carbon copy was provided to the homeowner so she may review it at any time. Our records indicate Ms. ***** did pick out a shingle color and a call was placed on August 15th to notify her materials would be dropped off that week. Also, her claim regarding the insurance company taking her deductible is incorrect. The insurance company would pay her, less the deductible which is owed to the contractor by the policyholder. We apologize for any inconvenience this situation has caused for the homeowner. Regarding our reputation, nationally we service over 300 new and happy homeowners every week in all 8 of our locations. We continue to carry an A+ rating with the Better Business Bureau and address each and every concern we receive. We regret to hear that we did not exceed this homeowner's expectations and wish her well.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our town was hit by a storm , caused much roof and siding damage. We signed with american dream 6/19 to repair roof and siding. We have not paid them because of the damage they caused to interior. Cracks in ceiling and 56 nail pops i never had. They subbed the work out to roofers that were not AHD because they were behind on work. They say contract says they are not responsible for nail pops. We have photos of the workers standing where they should not be. We say they were negligent and interior should be fixed. I want to deduct the 1500.00 it will take to fix damages from my bill so i can hire my own interior repair person to fix the ceiling.

Desired Settlement: I want to hire my drywall repair and painter and deduct their bill from what I owe American Dream for the roof.

Business Response: Initial Business Response /* (1000, 7, 2014/08/26) */ The crew who installed Ms. ******'s roof are all employees of American Dream Home Improvement and are licensed, bonded, and insured. Our Service Director has personally been working with these homeowners and has addressed all of their complaints. We have been unable to make the necessary repairs due to recent rain but will complete all services once the weather clears up. We ask that the homeowners contact our Service Director or our Director of Customer Relations at XXX-XXX-XXXX ext 103.

9/8/2014 Delivery Issues
8/22/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Less than professional presentation for what is clearly a spam mailing which is intended to scare people in responding for assistance and support. Based upon my review of the BBB records (33 in the last year and how many simply unreported), one has to wonder if a further inquiry into this firm, its staff, and the training that they receive is required. It's sad that this type of material is still allowed to get through to consumers. The envelope contained no return address. The mailing was spam designed to elicit an emotional response. The individual's name was not legible. A cell number was listed and when you use reverse directory online it simply comes up as such (ie. this is not a work number registered with the company). The fact that the firm simplies the home insurance business to imply a reduced cost to the consumer is wrong because an increase in claims will inflate premiums in the long run. Based upon what is already listed on this firm on the BBB website, it would be helpful if a more formal, in depth inquiry into this firm, its hiring/training practices, as well as its marketing practices is done. In this day and age, this should not be happening.

Desired Settlement: There is no monetary settlement expected and I would like to be placed on the do not call or do not contact list by the firm. What is being done by these individuals gives honest hard working contractors a bad name.

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ American Dream Home Improvement is a nationally established company with permanent office locations in all eight of our territories and we currently hold an A+ rating with the BBB. On a yearly basis, we help thousands of homeowners who are extremely satisfied with our services. We also address the small number of complaints that our office receives and may use that feedback to up train our team. We regret to hear of this homeowner's concerns over our marketing material and we will remove her from our contact list as requested.

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were approached by a sales rep who happened to be at our neighbor's house assessing hail damage on their roof. He looked at ours and determined we had significant damage and a claim was filed and approved by our insurance. My husband a former contractor himself had specific requests that he wanted to address before work began. Our sales rep took note of the requests and assured us he would be there the day the work began. A few weeks later the materials were dropped off so we inquired as to when the work would begin. We were told it would be completed within a week of drop off but couldn't specify a date. We inquired several times trying to get a start date as we would both be at work and wanted to make sure our requests would be addressed. No date was ever given. I was called the day of stating they were in our driveway and about to begin. The quickest my husband was able to get there was at 5 pm that day at which point the roof had already been shingled where the fan that was to be installed (as discussed w/ the sales rep who was nowhere to be found) The new shingles had to be removed to install. The wrong color drip cap was dropped off. And my husband specifically asked them to clean up nails around the perimeter as we have a child and a dog. That was not done to our satisfaction. -There was tar damage on our siding, driveway, sidewalk, and deck (none of which were being replaced). -The screens in our windows were damaged and the drip cap does not appear to be nailed. -Some of the shingle cuts around the visible edges of the house look like they were done by my 7 year old. -The leftover materials sat in my driveway for 3 weeks after completion. All of these issues were discussed with the sales rep upon his return and we were told they would be addressed. We asked when they would return for gutter replacement as previously discussed. The sales rep did not seem to recall that conversation. At which point we pointed out if they did not need to be replaced before they certainly did after the damage done during the roof replacement. After no response to these issues I called the main office to discuss our dissatisfaction with the response to our roof as well as a problem with not being sent the insurance check after our mortgage company signed off on it as previously specified. I explained to the girl handling our account that we felt like our concerns were blatantly being blown off while the sales rep was working his way down our street trying and succeeding in getting new contracts with our neighbors. I explained that we were not a satisfied customer and felt like they left in the dark as they moved on down the street. I explained that I could very easily warn the neighbors of the horrible customer service but didn't at that point. The girl I spoke with was very apologetic and said she was going to have my issues forwarded to a service manager. Later that day he called me and again apologized assuring me a rush order was placed on my gutters and asking if we would like to take a credit on the tar damage rather than to have the gutter people fix it. I told him I would discuss with my husband and get back to him. I have since left two messages and not heard back. Again, we are asking them to confirm a start date on the gutters so we can address these and other specific requests such as the downspout lengths being the same as what is on the house now. And again no one has called us back. But since our house I know of three friends and neighbors that have been approved for work by this company on their homes and I constantly see the sales rep knocking on people's doors. I had an honest conversation with a random neighbor that stopped to ask how we felt about the work that was done as he was also approached and waiting to see if his claim was going to be approved. This company is obviously more concerned with quantity than quality and customer service is not a concern at all. At this point I just want to be done with this company.

Desired Settlement: A contact that we can reach, work completion to our satisifaction, and all of the previous issues being addressed.

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ American Dream Home Improvement has spoken with this homeowner and we have addressed each of her concerns. A service call has been opened and our office will continue to work with her until all work is completed to her satisfaction. A formal apology was also extended to her as she feels our company did not give her the outstanding service we strive to provide to all our customers. We genuinely appreciate her time and business and ask that she contact our Director of Customer Relations with any further concerns at 877-******** ext ****

8/8/2014 Problems with Product/Service
8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Job was for roof and gutters. Hopefully siding after readjustment by insurance company. Roof completed promptly. No follow up for gutter work. Sales reps don't return phone calls, claim to have "lost paperwork" (though this didn't stop them from doing the roof and cashing the insurance check). Waiting , waiting, waiting without followup calls returned..

Desired Settlement: Complete the work promptly.

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ We regret to hear Mr. ******** feels his Sales Representative did not follow up with him in a timely manner. Due to the recent storms, our office has experienced some scheduling conflicts with a small number of our crews. All outstanding work will be completed shortly and we have confirmed with our customer that his gutter work will be completed by this Sunday, July 27th. We apologize if this has caused him any inconveniences and we ask that he contact our Customer Service Department at XXX-XXX-XXXX option 1 with any further concerns.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A salesperson from American Dream Home Improvement came to my house, telling me I had damage to my roof. He said my insurance will cover the hail damage, and I would only have to pay a deductable. A person from my insurance came to my house, and he said there was damage. The salesperson from American Dream would not tell me how much this would cost the insurance company. He told my husband not to worry about the total cost,just pay the deductable. My husband and I believe that this company is a scam. They never even gave us a quote. My husband told the sales person NOT to bring the new shingles because we will NOT do business with them. Today, a semi-truck came by full of roofing materials, even though we told them we are NOT doing any business with them.

Desired Settlement: -

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ A Sales Representative of American Dream Home Improvement visited Mr. *********'s home on June 26, 2014 and provided a free inspection to his property. Storm damage was present and an agreement of repairs was provided without a price. A more detailed estimate with a price was later sent to Mr. ********* via email on July 1st, 2014 at 1:59 p.m. A copy of this email can be presented if requested. It was also explained that our company will invoice Mr. ********* based on insurance proceeds. We weren't aware of Mr. *********'s intentions to cancel until our office received this complaint through the Better Business Bureau. Per line 12 on the back of our contracts, all cancellation requests must be submitted in writing no later than 3 days from the day of execution. The consumer did not state his desired resolution, however, as a courtesy, we are cancelling this contract and waiving the 15% fee. We apologize to Mr. ********* for any misunderstandings and wish him well.

7/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: So far (because we aren't done yet) this has been the WORST experience with a contractor ever. No, I'm not a competitor nor is my husband...neither of us is employed in this industry. Here we are at the end of day two with NO GUTTERS! They were taken completely off yesterday when the roof was torn off and re-installed. We called our sales rep on Friday (6/27/2014) and Saturday (6/28/2014) of last week. No return call. Tuesday (6/24/2014) evening we receive a call from one of their sub-contractors indicating he is bringing a trailer?? As of Wednesday (6/25/2014) when we were leaving for work the sub-contracting crew was tearing off our roof and we STILL had yet to have the shingles delivered. Or a call from our sales rep, who told us that the shingles would be delivered a day before install so we could inspect/confirm color, etc. We come home from work Wednesday (6/25/2014), gutters completely ripped off and no new gutters in sight. New roof installed (thankfully the right color) and new chimney flashing which we SPECIFICALLY TOLD THE WORKERS NOT TO REPLACE BEFORE WE LEFT FOR WORK. The new chimney flashing is atrocious...matches the chimney brick and not the roof (the old flashing matched the roof) and is improperly installed. The flashing is ON TOP of the shingles, not under them :( Our sales rep FINALLY called us at 4PM Wednesday (6/25/2014) and told us the old gutters would be re-installed until the new gutters arrived. He supposedly stopped over at the 'job site' at 4:30PM on Wednesday (6/25/2014) and then left. No return phone call to us and still no ETA for our new gutters. As of bedtime Wednesday night our old gutters were still on the front lawn. Just got home from work on Thursday (6/26/2014) and the old gutters are gone. Still no new gutters on site. No sure if you are familiar with the weather in Wisconsin lately, but it has been raining almost every day for the last two to three weeks. And being a block from the lake pop-up showers are not that uncommon. We have a birthday party this Saturday (6/28/2014) and our house looks horrible. Also, we NEVER signed a contract with this company; everything to date has been verbal. Still cannot get a return call from our sales rep or regional office as of this writing.

Desired Settlement: We have not signed a contract or given them any money. We will just fire this Company and hire local individual contractors on our own to finish the job.

Business Response: Initial Business Response /* (1000, 5, 2014/07/01) */ American Dream Home Improvement has been working with Mr. ******** to address his concerns. The gutter installation is now complete and the homeowner appears satisfied with the workmanship. Our office has acknowledged all of his complaints and we will continue to take steps to resolve the service issues in a timely manner. We would like to formally apologize to both Mr. and Mrs. ******** for any confusion as our office does have a signed price agreement on file dated 6/9/2014. Should either homeowner have any further questions or concerns they may contact our Service Department at XXX-XXX-XXXX or Cathie ****, Director of Customer Relations, at extension 103. Initial Consumer Rebuttal /* (3000, 7, 2014/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We agree with most of the response from the business. We stand corrected on the contract, we DO have a signed agreement dated 6/9/2014; however, it's a signed agreement for the work would like to have done...all prices are listed as TBD. A copy of the agreement is attached in a separate file. We have asked for an itemized quote/invoice/bill several times and have yet to receive it. We want to see a breakdown of each aspect of the job. There are also several discrepancies on the contract itself. The "Roofing Specifications" section is filled out, but the "Siding/Gutter Specifications" section is not, it's completely blank. Under the "Damage Report" section the 'gutters/downspouts' box is checked as well as the 'roof' box...we did want roof, gutters and downspouts completed. It is also worth noting that we have picked up AT LEAST two dozen roofing nails from our patio and lawn. This number does not include what we cleaned up off of the roof. We're not saying they didn't roll the yard with a magnetic roller, we are merely documenting that they didn't do a very good job or possibly rolled it too fast?? Roofing nails visible on the patio from the house is a concern for us with three dogs and a swimming pool...too much liability there. We also cleaned up approximately a dozen cigarette butts...nobody in our house smokes. Yes, ADHI is working with us. At their request, we sent them pictures of all of the concerns we have (also attached in the separate file). That was sent on Friday evening (6/27/2014), sometime after the close of business as it took a while to load all the pictures. We were told we'd receive a call first thing Monday morning (6/30/2014). Monday came and went with no call or return email. On Tuesday (7/1/2014) we received a call from four different people at ADHI and they are sending someone out next week (week of 7/7/2014) as they verbally agreed that there are issues with our roof that need to be addressed. The gutters were installed on Sunday (6/29/2014) and we are pleased with the color and workmanship of that part of the project. To our advantage, ADHI never collected our deductible nor first payment upon delivery of material (which is listed on the agreement...however, that part was left blank as well). They also provided us with a document that we needed to fill out with our mortgage info that was to be signed by us. They never collected that either. Per our insurance and mortgage companies, we are free to hire whatever contractor we choose to complete the work. We have received an itemized breakdown from our insurance as to how much they are willing to cover for each part of the project (hence why we are asking for itemizing from ADHI). We have had several quotes done over the last few days for gutter, roof and chimney flashing work. We failed to mention earlier that they were specifically told NOT to touch the chimney flashing. However, their subcontractor did anyway and the work that was done on that is also unacceptable and needs to be redone. Final Business Response /* (4000, 11, 2014/07/14) */ We have been in constant contact with Mr. ******** and our Upper Management team has been informed of these issues, as well. We will continue to work with Mr. ******** until all of his concerns are resolved to his satisfaction and in a timely manner. Please contact Cathie **** at XXX-XXX-XXXX ext 103 in the meantime.

7/21/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: ADHI showed up to one of my homes wanting to look at my roof on 4/10/14. At that point I was told there was hail damage so I filed a claim(HNK9203) with my insurance. I had no idea of the damage, but William Maloy of ADHI said that on 6/12/13 we'd had a hail storm that had damaged my roof. Come to find out that the roof did have a bit of damage. ******* claimed my other 3 rentals also had damage. Insurance disagreed but replaced one on condition. I was told by my adjusters that this was a regular practice for ADHI. And so the ride begins. After the insurance approval the insurance price was far lower than what ADHI had quoted. I told ADHI I'd have to get two more estimates and I was immediately under fire. One guy claims I have no choice but to give them the work and if I don't I'll be sued. I tell him I'm getting two more estimates as I have consumer rights and they'd overpriced the job. After some debating I agree not to get further estimates as long as they would include some changes to the re-roofing job. They agreed to use a ridge vent and add gutter curtains in addition to water and ice shield they already offered. At that point I was satisfied and not too turned off by their threats. It was business... However things only got worse on their part and their actions more bold. On 5/23/14 they called leaving a message saying they were on their way to drop off the roofing materials. This comes after telling everyone I've been in contact with that I wasn't ready. They still hadn't even given me the chance to pick my color much less schedule a roofing job I had no money for. Immediately upon getting this message I return the call to (XXX)XXX-XXXX at 10:23am and tell them yet again I'm not ready and to make absolute certain no materials are left at the house. I told the lady no job is scheduled and I haven't even picked a color yet. I wanted all agreed upon terms in writing as well. She said she had no idea why I'd been called and that she would cancel the order to drop materials and begin work. At that point all seemed to be cleared up until just after 10am on 5/27/14 when I get a call from my tenant saying there are people on my roof tearing it off. She knew they weren't supposed to be there as I'd called her about them calling me to drop off materials by mistake. Her ex-husband even knew about their mix-up and called her at work saying the roof had been torn off which is when she called me. I immediately rush over to the house and stop all work from being done. I consider calling the police, but opt for trying to get this resolved peacefully. I call the (XXX) XXX-XXXX several times and finally get to speak with someone. She's of no help and never calls me back after saying she needs to talk to someone. I tried calling them back, but get no answer and a message saying they'll call me back in 24-48 hours and there I was with no roof and forecast rain. At this point I call **** whom is supposed to be handling my homes now(the original salesman quit or was fired idk) and he tells me they'll have to take care of it now since they've made the mistake of tearing my roof off. He also asked me what color of roof I'd want after they took the liberty of choosing which color they were to put on my house... The ABS delivery guy could verify I was quite upset and said this had happened numerous times with ADHI before. Their lead worker who could speak English also said they've shown up more than once when they weren't supposed to be there. ADHI has become FAR too bold in their approach and it seems they've reached the point of bullying their way into jobs whether consumers like it or not. Once **** finally arrives I attempt to get things in writing but he leaves without doing so saying he has to contact his boss and run numbers. I never agreed anything. Especially after the whole "we'll take care of our mistake" phone call. On top of their pure abuse of a losely written "contract" they've caused $5,089.20 in damages and unfinished work.

Desired Settlement: This is difficult to gauge as money is an issue for me. I should owe them $0 and have my damages replaced... This would have been one thing to have happen if I'd had the money, but it's on a whole new level since I don't. Nevertheless, they are 100% in the wrong either way. A new roof was not forseeable for years to come until insurance stepped up to help pay for storm damages. American Dream was told from the outset that I was not able to do the job at this time due to financial reasons among other things. I did not have the $1,000 my insurance does not cover and didn't know when I would. I did agree to hire ADHI if and when I had the money, but as much as I was pushed for a time frame I was very clear that I did not know when it would be possible. I have/had numerous other priorities ahead of this roof I was trying to come up with ways to pay for. In fact one of those were schooling I was supposed to begin on the 27th that I had to cancel because I didn't have the money to attend even before ADHI put me into this situation. ****(XXX)XXX-XXXX from American Dream said to call him when I was ready. He said he would cancel the jobs for now and give us 1 week advance notice when I did decide to do the work. I have witness to this conversation if needed. She works for the ******** Police and ironicly leads the crime watch division. The day of the screw up, 5/27/14, **** said he was the one at fault for their mistake and he knew they weren't supposed to be there. He said he'd made an error with canceling the jobs or something along those lines. When I had arrived at the property and had stopped everyone from working **** is also the person that told me that they would now have to take responsibility and replace the roof since they'd torn it off by mistake. It was only at that point that they were allowed to continue after hours of making them sit despite rain being forecast. **** offered me the price of $1,000 plus the depecated balance of what insurance has yet to pay me for the storm damages. He said there would be no warranty however. I asked him why am I the one paying for their mistakes by receiving no warranty. Later I did text him agreeing to that price, but with all damages they've done being replaced as well. Although I do not even have $1,000 to pay for their mistakes, I do want to resolve the issue and stop losing sleep over the mistakes they are now trying to stick me for. I've had to use the money insurance had issued for other things that came up prior to this whole mess. I called my insurance prior to using that money to make sure it was ok and legal. I was told I had as long as needed to perform the work. Even if I didn't do it that was my choice as well. They just wouldn't pay the deprecated cost and would not insure the same roof. Well I did want to replace the roof, but was not ready and unable to pay at this time. Sorry for such a long response but I'm simply trying to tell the whole honest story here. I am still willing the pay $1,000 plus the deprecated insurance so long as they replace the gutters and chimney cover they've damaged. These things are also easily verfied by 3rd parties who've seen them including my insurance. I'm also willing to make no payment at all and pay for their damages by hiring someone else to do the work when I'm financially able to do so. These are the two choices I'm financially capable of doing. I do not care about them offering financing or anything else. I already have too much on my plate to commit to their bullying tactics and mistakes. The total price listed above is the roof replacement total plus the damages estimate and uncompleted work estimate I was given from Foremost Restoration LLC. (XXX) XXX-XXXX. I could have called the police to press charges for trespassing *** vandalism, but hope to settle this without the courts. ADHI does not even respond to my calls, text messages, or emails. No notifications of their intents have been given in days of attempting to communicate.

Business Response: Initial Business Response /* (1000, 5, 2014/06/12) */ American Dream Home Improvement has been working with Mr. ****** to address his concerns. We have acknowledged all of his complaints and have offered reasonable resolutions that our Service Department is currently working on. We will continue to work together with Mr. ****** in a positive manner and ask that he contact our Customer Relations Supervisor, ****** ****, at our Corporate Headquarters XXX-XXX-XXXX extension 103 with any further concerns. Initial Consumer Rebuttal /* (3000, 7, 2014/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the terms they've offered. They have offered me $300 for the damages they've created. This will not even cover replacing the chimney they busted much less the gutters they've damaged or the uncompleted work they want to ignore. They have caused this entire situation and are now looking to push the burden onto me. I have tried to do the best I'm able by agreeing to the total price of $3,810.96($1,000 plus deprecated value) they've offered(before subtracting damages), but without them being responsible for the damages/undone work that leaves me paying another $5,000+ I don't have just to return my home to it's original condition before they arrived and ripped off my roof. Seems quite harsh that I bare the burden of their mistakes. In total I would end up paying more than if I had approved the work to be done and paid for the entire job without there being damages. I contacted ****** **** via email the day after she called me. I was working until around 8pm the day she called. I've also spoken with her over the phone a few times. Seems like a nice person for once, but so far it's gotten us no further than when the complaint was filed. She has refered me to others I'd already spoken with and they have refused to fix the damages they've done. Even the damage to the chimney which is likely leaking as the result. I will gladly forward the estimate I've gotten from a 3rd party contractor who had also looked at the roof before ADHI dropped by to rip it up. I can also forward the email interaction I've had with ****** **** as well as pictures showing the damages. I just need where to send you these things and anything else you need from me. I do want a peaceful resolution asap, but that will simply take ADHI taking responsibility for their own mistakes and not trying to muscle me around with their "years of experience" and blowing smoke. I want this resolved and would appreciate guidance to any legal or federal recourse I have in seeing this done. Although it is only hurting myself in the process I will even offer these terms in an effort to resolve this now. I will pay the $3,810.96 to end all business with ADHI and relieve them of the obligations of roofing the shed, which was insured and supposed to be done, AND not require them to install the gutter curtains, which they had agreed to do for the insured price. Those savings are as good as money to help them cover the cost of repairing their own damages. However they must fix all damages by replacing the chimney cover and vent as well as replacing the gutters they've ruined. The 3rd party contractor will confirm that replacing the gutters and chimney are the only way to fix the damages. ADHI argues that the damage isn't severe. Of course they do... Even if it wasn't they've caused it and need to fix it accordingly. Although they are not hanging by a nail their purpose has been severely compromised. The gutters are loose now and that will only worsen with weather and time. They will now leak over the backside which can and will cause structual rot to the homes framing. In addition the gutters now leak from every gutter nail hole front and back. This is without even taking into consideration the ugly dents/creases/sag they've created trying to hammer them back/removing the roof. Here's an example I gave ADHI. Say I own a tire shop and you bring in your car so I can put on a fresh set of tires. In the process I knock the doors loose a bit and hammer them back into place or at least 1/4" from where they were when you brought it in. Sure they'll leak a bit now and the inside may get wet, but the damage isn't too bad. Would you want me to fix the damage I put in your doors you'll see every time you get in and out or would you settle for 5% off? This is a less valuable car and not even your home. How about I poke a few holes in the moonroof rubber and see if you're happy with those leaks as well? Hey, it saved you 5%! This ridiculous example also assumes you agreed to the work being done in the first place, which I didn't... Just a little example of how I feel and their absurd conclusion. Final Business Response /* (4000, 17, 2014/07/08) */ Our Service Manager met with Mr. ****** last week to inspect his roof and review issues listed in his complaint. The roof installation appeared to be flawless which the homeowner agreed with. His concern regarding the chimney housing is due to the poor condition of his chimney. We also believe the dents on his gutters were caused from the original installation as our crew only places their ladder in one spot during the replacement and does not move it. Mr. ****** disagrees and believes his insurance adjuster has photos of his gutters prior to the roof replacement without the dents. Our office will be happy to review these photos once Mr. ****** obtains them from the adjuster. In the meantime, as a courtesy, we will repair the dents and the chimney housing. We will extend a $400 discount to Mr. ******'s account and then collect the balance and deductible once the repairs are made as agreed upon by both the homeowner and our Service Manager. We ask that Mr. ****** contact our Service Manager directly at the number that was provided to him should he have any questions or concerns. He may also contact Cathie **** at our Corporate Headquarters XXX-XXX-XXXX extension 103. Final Consumer Response /* (4200, 13, 2014/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by the guy at extension 110 he'd be here last week, but I never heard from anyone until today via voicemail and email saying it would now be next week. I will meet him when he does call to see what their idea of a reasonable solution means. Why they can't type anything here I don't know. Hope all ends well.

7/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: signed agreement on may 10,2014 to let american dream home improvement to get up on my roof to determine if my roof had been damaged by hail after a recent storm. salesman went up on the roof walked around roof and took pictures. salesman stated that the roof had hail and wind damage. salesman contacted his company,told them what he found. he then contacted a claim representive for state farm ins. state farm sent out an adjuster along with a representative from american dream home improvement. adjuster went upon roof took pictures and measured the roof, he determined the roof needed to be replaced along with the gutter on the back of the house. two down spouts.three window screens, and some siding. about a week later the salesman contacted me to tell me the insurance company was going to pay for the roof replacement, back gutter replacement, replacement of the two down spouts and some siding that was damaged. when we received the estimate from state farm i called the sales rep.and asked if he would come by look over the estimate. he said he would, so we set a day and time, which was a tuesday at 6:00p.m. well tuesday came and went no sales rep. no phone call. i contacted him the next day and he said that every looked good that they were going over the work that needed to be done with the insurance co. when the shingles were delivered they sat by our driveway for about two weeks. icalled the sales rep. to find out when they would be coming out to replace the roof. the sales rep. said that they would be out on friday they showed up on friday morning, sat around for about two hours and left, they did not do anything. i called the sales rep.and i asked him why they did'nt do anything,he said he would find out and call me back. he called back and told me the reason they left was that foreman was pulling the dump trailer in which they throw the old shingles in had a flat tire. the sales rep. said they would be back out monday if it did'nt rain.they were here on monday morning, monday was a cool day and there was a chance for rain. they got done with the job around 2:00p.m. my wife called me at work about 2:30p.m.upset she said the roof looked like ****. she said our roof did not look the same as the roof on our nieghbors house just below us. american dream home also replaced their roof. when i got home i was upset at the way our roof looked,i called the sales rep. and told him he needed to come over right away that our roof looked like ****. the sales rep. said the samething when he saw it. the shingles did not lay dowm flat, they were raised up. sales rep. called a rep. from owings-corning in texas, he said due to the cooler temperature the shingles would be stiff and because they are made of asphalt they should straighten out when it gets warmer. it has gotten warmer and some of the shingles have flaten out, but there are a few that have not.i have talked to the sales rep. and his boss, they stopped by and said the roof looked better, and they would send someone out to replace the shingles that did not lie down flat. the sales rep. told me they should be here in four or five days. no one has showed up, plus the other work has to be done yet,i was told that men who do the gutter work and the men that do the siding are running two weeks behind because of the rain,well it has been more than two weeks and my wife and are still waiting, and getting tired of waiting. i think i made a big mistake by going with this company.

Desired Settlement: all we are asking for is for the work to be done as promised. we want our roof to look like our nieghbors roof, not like a roof that was put up in a hurry because they were afraid it might rain.

Business Response: Initial Business Response /* (1000, 5, 2014/07/03) */ American Dream Home Improvement would like to formally apologize to Mr. ***** for the delay in getting his roof replaced. Due to several storms that came through Mr. *****' neighborhood, work had been delayed for several of our other customers, as well. Although, we regret to hear of any frustrations this situation has caused our customer, the weather is not something our company can control or always accurately predict. Nonetheless, we take pride in ensuring our customers' satisfaction and we will do what we can to resolve all the issues mentioned in Mr. *****' complaint in a timely manner. Our Service Manager has since reached out to the homeowner and it was decided to wait until the end of July and if all the shingles do not lay flat by then our Service Department will re-inspect Mr. *****' roof. It was also discussed that the insurance adjuster was responsible for damaging a portion of the gutters during the inspection. Our company will schedule to replace the gutters and bill Mr. *****' insurance company. We feel that the homeowner is happy with our plan but should he have any additional questions or concerns we ask that he contact ****** **** directly at XXX-XXX-XXXX ext. 103, at our corporate office.

7/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April 2014 I contacted American Dream to come and look at my roof since I had leaking going down to the basement which ruined my floors and most likely my wall it travels down. They came out and looked when I had no one to go with them to the roof and they said it wasn't the roof but my chimney. They put some sort of sealant around chimeny and said they took a picture of a hole in it and if there is leaking that is it. Well leaking continued my husband bought more sealant and still more leaking. I asked them to come out again but they said even though is still under warranty they are going to charge me $75.00 since they didn't find anything wrong. With this we decided to have someone my brother-in-law knows take a look at our roof. He said he didn't believe chimney was leaking but the valley where the two roofs meet is leaking and we had many weak spots in the roof which since only 5 years shouldn't be. With this I contacted *** ****** to look at my chimney and they confirmed what our friend said. The chimney wasn't leaking but he thought it was the valley were roofs meet and also noticed weak spots. With this I called another roofing company to look at, *************, LLC. They came out and confirmed the leaking is in the valley and that the roof was done poorly and looks wavey because of weak spots. They gave me an estimate just for the leak repair. I think American Dream don't want to honor their warranty and is waiting until I'm out of warranty.

Desired Settlement: What I am seeking is for my roof to be done correctly. I want it completely taken off again and done the valley done correctly along with the weak wood replaced. I want compensation for the damaged flooring, walls and ceilling.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ Our office first spoke to the homeowner regarding the leak on April 7th, 2014. A service call was scheduled immediately and our Service Manager visited the property the following day to inspect the roof. The Service Manager noticed a furnace flashing sitting in the middle of a valley which led him to believe this was the cause of the leak. The old sealant was removed and resealed and a hole in the chimney stack was also repaired. Neither of which was a result of our workmanship. The homeowner called our office again on May 21st complaining of the same leak. The Service Coordinator explained a full inspection was already conducted but we did not find anything defective from our work that would cause a leak. The homeowner stated her husband would purchase a gallon of tar and perform the repairs himself. We immediately advised that this would void their warranty with our company. We agreed to setup another service call at no expense to the homeowner and again our Service Manager visited the home on May 29th. During this visit, it was determined the leak was caused from inside the house from a defective water hose leading to their refrigerator. We also inspected the roof a second time and caulked a few places where the homeowner applied the tar. Regarding the weak spots on her roof, this would be a result of raised rafters, also not related to the roof replacement performed by our company. Even though the homeowner's complaint was not a result of our workmanship, it is our company's mission to provide unparalleled customer service and we feel we have done so by addressing all her concerns without charging her the standard service fee. Should the homeowner have additional questions or concerns we ask that she contact our Customer Service Supervisor, Cathie ****, at XXX-XXX-XXXX at extension 103. Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hose is not leaking from my refridgerator. I want to know why if my leak was not from the roof why they put some sort of sealant down the valley where we think it was leaking from. We tested the chimney and let water hit it for 30 min and there was no leak. The valley was tested where they put the sealant and it didn't leak which I think was due to the sealant that he added. That is not a permanent solution. I need that area fixed because once his sealant wears off it wil lleak. Final Business Response /* (4000, 9, 2014/06/13) */ During the first visit to the customer's home on 4/8/2014 our Service Manager inspected the roof carefully and made minimal repairs to the deteriorating chimney stack and it's flashing as a courtesy. The attached picture shows where the chimney stack sits in the middle of a valley and the condition prior to the repairs. It was explained this was a pre-existing condition and not related to the roof replacement. The Service Manager suggested that Mr. ******* contact someone with more experience in chimney repair and even referred him to a local contractor. Mr. ******* took down the phone number, thanked our Service Manager for his time and assistance, and stated he would call the other contractor right away. During the second visit on 5/29/2014, another inspection of the roof took place however our Service Manager could not locate any issues. He asked Mr. ******* if he could step inside his home and inspect the interior damage. What he then found was a defective water line leading to the homeowner's refrigerator. This issue was pointed out to the homeowner and he again thanked him for his time and assistance. Our Service Manager requested the homeowner contacted him directly on his cell phone should he have any further questions and again suggested he contact the other contractor about the chimney stack. Our Customer Relations Supervisor reached out to Mrs. ******* on 6/3/2014 and on 6/13/2014 but has not heard back from the homeowners. Our Service Manager also has not heard from either Mr. or Mrs. *******. American Dream Home Improvement stands behind our lifetime workmanship warranty and if this was a workmanship issue, our Service Department would take the appropriate steps to have the issues repaired. This matter has been escalated directly to our Service Manager on both instances however he has found these claims are not related to the roof replacement. Our office would be happy to discuss this matter again and we ask that either homeowner contact ****** **** at XXX-XXX-XXXX ext 103. Final Consumer Response /* (4200, 11, 2014/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that it does no good talking to them. It seems funny that since the service tech put a sealant in the valley portion of the roof where we feel it is leaking from the leaking seemed to stop as far as we can tell. A sealant will not last and is only a temporary solution.

6/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** from American Dream Home Improvement (ADHI) knocked on my door Saturday, June 7th. His sales pitch included the line "we were sent by the HOA to contact homeowners concerning possible roof damage" is dishonest. As a member of the HOA Board, I can assert that we do not 'send' businesses to homeowners, that we have not ever contracted with ADHI to provide unspecified services to unspecified homeowners, and that such practices would be in violation of our covenants and bylaws. As such, this is a flagrant misrepresentation that attempts to confer legitimacy (HOA sent) to what is just another door-to-door sales pitch.

Desired Settlement: 1) ADHI shall drop from training and all sales pitches any references to the local HOA (unless they have been specifically contracted by the governing HOA and can provide a letter stating that fact) 2) **** and his team should return to our neighborhood (he indicated that they would be back) and should knock on every door and personally deliver the message that they are not in any way affiliated nor have been retained or in any way sent or authorized by the governing HOA. 3) When stopping at each house, the ADHI representative shall present to the homeowner who answers or leave on the door when no answer a flyer explaining the error and that they are not affiliated nor retained or authorized by the governing HOA ******* @ ***** ******* ADHI is canvassing the neighborhood entirely at their own volition attempting to generate sales.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Homeowners are required by their insurance policies to have their properties inspected for storm damage. Our Claim Specialist did visit this subdivision and nearby areas to simply offer free property inspections to homeowners. We would like to apologize for any confusion involving the HOA and or if our representative caused any disturbances among the homeowners. Should anyone have further questions or concerns we ask they please contact ****** ****, Customer Relations Supervisor, at XXX-XXX-XXXX ext ****

6/30/2014 Problems with Product/Service | Read Complaint Details
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Complaint: **** ***** from American Dream Home Improvement Inc. inspected my roof and told me it needed replacement. He quoted me $27,815. And contacted my insurance company, State Farm, on my behalf to file a claim. State Farm approved it. The roof was replace in May of 2013. State Farm paid 25,782.57 and I paid 1,700.00. In March of this year there was a yellow discoloration over the paint of my bedroom and walk-in closet indicating water leakage. The service team from American Dream, which is the same team that replaced the roof, told me that there is something called flat roof they did not fix. It was already patched indicating old repair. Their boss told me that American Dream has to pay him to fix the flat roof. They didn't tell him to repair or replace it at the time the roof was initially replaced in May2013. I talked to Mat Trlak, the salesperson. He said that State Farm did not approve replacing the flat roof. This is not true. I contacted State Farm. There are no notes about that. Furthermore even if this were the case I should have been told by American Dream about it so I will have the option to dispute it with State Farm or pay for it from my own pocket. In a text message from Trlak dated May 1st, 2014 he said the flat roof was not approved nor it was a part of our agreement. He said it is about 6 square and will cost 3,000 to replace. However in a text message dated July 30th, 2013, Mr.Trlak explained why American Dream was trying to charge me an extra 1,000. He said it is for the flat roof! So American Dream knew about the flat roof and either didn't fix it, like their service team leader said, or just patched it and did a poor job which lead to the water leak and damage to my property. I want American Dream to replace the flat roof and pay for the cost of painting and repairing the damage to my bedroom and closet.

Desired Settlement: Replace the flat roof, pay for painting my bedroom and the walk-in closet, and any other damage in the attic or anywhere else related to the water leak

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ American Dream Home Improvement has been in contact with our customer to resolve the issue with his flat roof and address the interior damage caused by a leak. We acknowledge there was a misunderstanding regarding the scope of work performed to his property and have apologized for any inconveniences this matter has caused him. As a leading nationally established business, we pride ourselves with customer satisfaction and will honor his request by removing and replacing the low slope portion of his roof. Our Service Manager has a scheduled appointment with him this afternoon to take measurements so our office can order the proper materials to complete the work. Our customer appears to be satisfied with the steps we are taking and we will continue to go above and beyond until this project is complete. Should our customer need any additional communication we ask that he maintain contact with our Customer Relations Supervisor, ****** ****, at XXX-XXX-XXXX extension 103. Initial Consumer Rebuttal /* (3000, 7, 2014/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need American Dream Improvement to pay for damage caused by water leak in addition to replacing the flat roof. And I need to know when they will perform the repairs Final Business Response /* (4000, 9, 2014/06/18) */ American Dream Home Improvement has been in constant communication with Mr. ***** regarding his concerns. The work to the low pitch portion of his roof was completed on June 17th and our Service Manager will now coordinate with the customer to repair the interior damage of his home. We ask that Mr. ***** continue to maintain contact with our Customer Relations Supervisor should he have any questions. Cathie **** can be reached at XXX-XXX-XXXX extension 103.

6/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company came around here and knocked on my door and wanted to look for hail damage. I had that and they found that. They wound up putting a roof on my house. The roof they put on my house was not the roof they told me I was going to get. They promised 50 year shingles, I have 30 year. I had to file a complaint with the shingle manufacturers because the company did not use their under lay. The house next door is in even worse shape. The company could not provide me with documentation on the people working here on my house. I wanted documentation for citizenship and all of their crew left. The first crew was incompetent. They sent a second crew out and that crew wound up being even worse than the first one. They said I was racist and I had no right to request what people worked on my house. You cant get them to come out and fix anything they've messed up. I found out they do not even have a permit to solicit in St. Charles. I've been told if they come back on my property I can call the police.

Desired Settlement: I want them to leave me alone, not contact me again. The company has not been paid yet and my roof needs to be fixed so I would like for them to allow me to use this money to hire a competent roofer to put a roof on my house.

Business Response: Initial Business Response /* (1000, 10, 2014/05/03) */ On February 25th, 2014, a sales representative of American Dream Home Improvement approached the home of Mr. *** to offer a free inspection for storm damage to his property. After a thorough Inspection, wind and hail damage was found and an estimate was provided to the homeowner. Mr. *** agreed to have our company replace his roof and signed a contract the very same day. Our crew began and completed the work on April 1st and our office was notified of a potential leak the very next day. We immediately opened a service call with the same crew but was then notified by the homeowner on April 3rd of additional issues and requested a different crew return to his home. Our office honored Mr. ***'s request by sending a different crew the following week. The area where the leak had occurred was located but instead of allowing for the crew to make repairs, Mr. *** requested a Sales Manager to meet with him and go over a list of additional complaints. Once our office received this list and reviewed each point, our Service Manager reached out to Mr. *** to address the situation and offer a reasonable solution. Mr. *** stated he wanted his entire roof re-shingled by an outside crew and requested our office waive his balance of $9,265. Although we are unable to honor his request at this time, we will continue to work with Mr. *** towards an agreeable solution. American Dream would like to formally apologize for any inconvenience and ask that he contacts our Service Department or our Customer Relations Supervisor, ****** ****, at XXX-XXX-XXXX ext. 103. Business Response /* (4000, 18, 2014/06/14) */ Our Service Manager, *** ********* traveled down to St. Charles, Missouri on Thursday, June 12th to meet with Mr. *** and address his concerns in person. We have provided a few reasonable options to Mr. *** and he agreed he would speak with his wife and get back to us with their decision by June 19th. We ask that he contact our Service Manager directly at the phone number that was provided to him should he have any further questions or concerns in the meantime. Mr. *** may also contact our Customer Relations Supervisor, ****** ****, at XXX-XXX-XXXX ext. 103. We again apologize for any inconvenience this situation may have caused the homeowner and are hopeful in resolving this matter amicably.

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company was very misleading in representation of information provided to me. After a recent hail storm many contractors were chasing homeowners in our neighborhood regarding roofing and siding replacements. The salesman explained he needed to contact our insurance company to find out what coverage we had and what price allowances from them. In order to do that we needed to sign a release so our insurance could provide information. In two days the salesman and his supervisor returned to our home without notice. I explained to them I am not going to commit we are still considering other companies. We hired another contractor who discussed their process, materials, business practices and quality. But of utmost importance to us they supplied references and good business standards. We signed a contract with them. We received two phone calls from Home Improvement stating they are delivering our materials. This is the first we had heard anything from this company since my conversation with them that we were not committing. We called two times and continued to get an automated answering program. We left our message told them we would not be going with their company. Still no response from Home Improvement. Today I arrived home and found roofing materials in my driveway. We called and again no answer. We found the cell number of the salesman and called him and asked what was going on. He said his supervisor would call. The supervisor called us and told us by allowing them to contact the insurance company was a signed contract. We could not believe this scam! We continually asked him to come and remove the roofing materials. He became irate and very rude on the phone. The Home Improvement Company did not discuss pricing, materials, installation practices never came back! How did they even know what we wanted on our home!! Plus they insisted "You will pay for restocking fees!" We commented we would not. We did not order the material.

Desired Settlement: DesiredSettlementID: Other (requires explanation) This is bad business. Taking advantage of people who have had a somewhat disaster happen to their home. Misleading people by giving false information regarding insurance company dealings. They scam people. We would like this company to pick up the materials they selected for our home without rude reactions and comments. Why would anyone want to do business with this type of company. I am so glad we went with the other company.

Business Response: Initial Business Response /* (1000, 5, 2014/06/09) */ American Dream Home Improvement is a leading nationally established business and we pride ourselves on customer satisfaction. We regret to hear that we did not reach Mr. *******' expectations and would like to sincerely apologize for the confusion regarding our company policies or practices. The Regional Director of Sales Management has been notified of this situation and he will address all of Mr. *******' concerns with the Sales Representative and his Supervisor. Materials have since been picked up from the homeowner's property and we ask that if Mr. ******* has any additional questions or concerns he contact Cathie ****, Customer Relations Supervisor at our Corporate Headquarters by calling XXX-XXX-XXXX extension 103. Initial Consumer Rebuttal /* (2000, 7, 2014/06/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the apology and hope that in the future they will take into consideration people in the situation when diaster strikes rather than a dollar.

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A color selection was discussed and I received a voicemail stating that product was to be delivered. I left a message with a representative stating that no contract was made and they were not to deliver anything. Two days later shingles were delivered and blocking access to the garage. Contacted the main office telling them no contract had been signed and to pick up the shingles, still have the shingles on the driveway. Told them there would be NO contract due to the way this was being handled and they said it was already cancelled however we still have the shingles on our driveway.

Desired Settlement: Immediate removal of product from the premises.

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ Our records indicate that this homeowner signed a price agreement for a full roof replacement on April 13th, 2014. On May 13th, the Regional Director of Sales Management received notification that homeowner wanted to cancel the work order and personally informed our Production Department to have the materials picked up by our supplier immediately. We regret that our supplier did not respond in a timely fashion and would like to apologize for any inconveniences this may have caused him. Our Customer Relations Supervisor did reach out to the homeowner on May 22nd by phone but did not receive a response. Should the homeowner require additional communication we ask he contact ****** **** at XXX-XXX-XXXX at extension ****

5/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company solicited roofing due to hail damage. The contract states hail damage to roof and gutters. There were pictures taken of interior ceiling damage due to roof leaking. The roof was torn off down to plywood; but the plywood in the affected area was not replaced. The roof was replaced in 7 hours; and after they were done I was informed they did not have the vents and would have to return the next day to install the vents. When I questioned the area in the roof that is near where the interior damage is; I was told "they only change plywood if it will not hold the weight of the shingles". When they returned the next day to install the vents, the man was on the roof less than a minute to install four vents. I took pictures of what I believe is substandard workmanship; I am not happy at all with these two areas of the new roof. I called customer service and was asked to send the pictures I had taken. Within a few days I received a call from a man in customer service who asked what my complaint was. I asked if he had seen the pictures and he stated he was looking at them. I told him that I was confused that if he was looking at the pictures he could see my complaint. He stated that there was nothing wrong with the roof or the vents. I told him I had talked to an inspector and he stated "No, you talked to a buddy!" I told him my buddy was a county building inspector and he said these vents would never pass an inspection. The man in customer service told me that this roof and vents were 100% correct and that they would not be coming out to change anything. I told him I was not happy, and I would not be making the final payment until these areas are fixed. He then told me that they would be making no changes; this roof is correct; the vents are fine; and "this is not his first rodeo!" In his earlier discussion he stated that his company does excellent work; which is why they can offer a 100% money back guarantee. That's all I'm asking for. I just want my roof and vents to be fixed so I can be assured there will be no leaking.

Desired Settlement: I want them to fix the areas they did incorrectly; I want the appearance of my roof to be as good quality as the effectiveness.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ Ms. **** signed a contract with American Dream Home Improvement on March 27th, 2014 to have her roof replaced. The work was completed on May 1st and our Customer Service Department received a call the following day with complaints regarding a dip in the roof and vents not properly installed. Pictures were requested and received and immediately forwarded onto our Service Department for review. It was determined the dip was a result of a raised rafter from the roof settling and not from our workmanship. The vents were also installed correctly with the bottom parts exposed. If a vent was installed under a shingle, water could not properly divert out and would run underneath causing a leak. Our Service Manager also visited Ms. ****'s home on May 9th and after a full inspection of the roof, he agreed that our initial findings were accurate. We have acknowledged Mrs. ****'s concerns however the issues at hand are again not a result of American Dream's workmanship. Should Ms. **** have any further questions or concerns, she may contact ****** **** at XXX-XXX-XXXX extension ****

4/16/2014 Billing/Collection Issues
4/7/2014 Delivery Issues | Read Complaint Details
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Complaint: They were paid through our insurance company for the job they did as per their contract "with no additional out of pocket cost to the homeowner except for the deductible" They have been harassing us every since for an additional $1700.00 that we do not own them. Our insurance company paid them in full.

Desired Settlement: We want the harassment stopped and an apology from them. What a terrible business practice they have. We actually referred them to do at least 3 other roofs after ours.. Had we known they were such bums we never would have given them our business nor our referrals.

Business Response: Initial Business Response /* (1000, 5, 2014/03/27) */ On June 14th, 2013, Mr. ********* signed a contract to have his roof and gutters replaced by American Dream Home Improvement. The signed contract confirms our claim will reflect only what the insurance company approves. Our initial invoice was created based off our estimated price but later revised to match what was approved by the homeowner's insurance company. Mr. ********* did submit two insurance checks to our office as payment shortly after the work was completed on his home. However, we did not receive the insurance summary until much later, which breaks down the dollar amount of approved work. Upon review of the summary, we realized it was attached to a copy of our estimate with a line drawn through our base service charge. Since our total amounts did not match we contacted the insurance adjuster for clarification. Not only did the adjuster not immediately respond to our office, we continued to call him, his office and manager until we finally received a response in October. A Customer Service Representative from American Dream Home Improvement did inform Mr. ********* of the situation and apologized for the delay. We believe our invoice price to be correct however, the issue now is that not all the funds have been released to the homeowner. We have spoken directly to Mr. ********* and he is aware we are trying to get a hold of his insurance company to release the rest of the funds. We will keep in steady contact until resolution is made but should Mr. ********* have any further questions or concerns, he may contact ***** ******* at XXX-XXX-XXXX at extension 136 or Cathie **** at extension 103.

3/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I had American dream home Improvement come out to replace the roof on my home back towards the end of may,the roof they did was fine but I have a flat roof on my addition to my home and is a rubber Roof , I asked the men who were working to please be careful not to puncture the rubber roof as they did not lay any thing down to cover the section of the roof to protect it and just last week we had an enormous amount of rain fall , and I found a leak in my ceiling in my addition, now keep in mind I have never had a leak prior to them doing the work on any part of my house before, I HAD A DIFFERENT ROOFING CONTRACTOR GO UP ON THE ROOF and watched him walk on my roof and he found right where the new roof met the rubber roof there was a slit from what looked to be a razor knife cut about 3 inches long where the leak has started , when I brought it to American dream home improvement management they said it must of been done from some one with a shovel from shoveling off snow , now please keep in mind I am disabled and can not get up on the roof do to a back foot and knee injury , we got in a huge argument. because he is thinking I want a new roof out of the deal , and that is Farthest from the truth, I wanted it patched , but any one who knows how a rubber roof goes down knows it is sealed and they use a adhesive as well , now the water has gotten under the rubber roof and has compromised the seal and is starting to bubble from under Neath from water getting under and freezing and expanding...never the less the management was very rude and disrespectful . they sent some one out to look at it he was drunk and stunk of alcohol.. and couldn't find the leak so I had to get up on the ladder and chance my health by getting on a ladder to get up there to show him the leak. ... I think its a shame that the management wouldn't come out to look at it there self and see it is right next to where the shingles end and the rubber roof begins,a shovel would not of made a straight line such as razor Product_Or_Service: May 2013

Desired Settlement: DesiredSettlementID: Replacement I would like them to come out and Look at the damage and then pay another company to fix or replace what ever has to be done , I don't think its fair that I should contact my Insurance Company and pay a deductible. to have some one come out and do work that in the first place if they would of taken the time to protect my roof or pay more attention to what they are doing,I am furious that people just don't take pride in what they do or admit that some thing like this could of happen

Business Response: Initial Business Response /* (1000, 5, 2014/03/07) */ On April 3rd, 2013 Mr. ***** signed a price agreement to have American Dream Home Improvement replace his roof. An adjuster from Farmers Insurance came out for an inspection and approved for the pitched roof to be replaced but not the flat roof portion. Our crew finished the work in May of 2013 and our Service Department did not receive a call until February 20th, 2014 from the homeowner who complained of a leak. Our Service Coordinator found it odd that Mr. ***** did not experience any leaks for nine months after his roof was initially replaced and immediately suspected the possibility of ice damming which is very common during the winter months. Mr. ***** felt that this explanation was not reasonable and stated he was planning on hiring another roofing contractor to inspect our work. He informed us that this contractor did come out and inspect and found a 3 inch gash in the flat roof portion of his home that our company did not touch. We did send our crew member to inspect the gash a day later and discovered rubberized paint was previously installed on the flat roof. His opinion and pictures determined the gash to be a crack and which is usually a result of aging. Our Service Coordinator explained rubberized paint is typically used as a temporary fix on aging flat roofs and only has a shelf life of 5 years depending on the climate. We offered to provide a quote for a new flat roof however Mr. ***** declined and stated that he would contact an attorney. Although the above issue regarding the flat roof is not the result of American Dream's workmanship, we stand by our customer satisfaction and want to ensure Mr. ***** is indeed a satisfied customer. Our office contacted Mr. ***** on Monday, March 3rd to discuss his concerns and provided him with a few options on how to resolve this matter. Mr. ***** stated he had already patched the crack on his roof and will need to paint a ceiling in his living room. It was agreed that he will send our office the receipt for work completed and a quote for painting for reimbursement. We would like to apologize for any misunderstandings or inconveniences our customer experienced in this situation. Should Mr. ***** have any further questions or concerns, he can contact ****** **** at XXX-XXX-XXXX at extension 103.

3/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On XX-X-XXXX **** from ADHI stopped to ask if he could inspect our roof for hail damage. We allowed him, and once he was completed he thought we had enough damage for a claim. He then wrote up a price agreement for $16,855.50 to replace our roof, and we both signed it. **** insurance and ADHI came out and inspected the roof, and **** insurance agreed we had a claim for the roof, one side of the house's siding, gutters and down spouts. ADHI then ordered the supplies just to replace the roof, stating that for the rest wasn't worth their time. Their subcontractors came 11/2-11/4/13 to replace the roof. ADHI then began to call us asking for our insurance estimate (claim #XXXXXXXXXXXX) to finalize the bill. Our mortgage company requested a lien waiver, which they sent on 11/20/13 with the price agreement noted of $16,855.50 signed by ***** ******* from ADHI. Our mortgage company then release the payment for the $16,855.50. Which we sent to ADHI with "accord and satisfaction" writing in the memo. ADHI still requested the Erie insurance estimate to finalize the bill. On 11/25/13 we release the insurance estimate, because they claimed they needed it for proper billing. Once ADHI received the insurance estimate we then received a bill for the amount insurance estimated, which was $23,738.70 (invoice #W2327). When we questioned why the price jumped dramatically from the price agreement and lien waiver to the bill, they first claimed it was due to miss measurement, which we said was an error on their side, not our problem. Also pointed out they never had to get extra product for the job, so it couldn't have been miss measurement. The supervisor, ******, then asked for our insurance estimate to explain how they got their number. So we questioned that they billed off of insurance estimate, which ****** said they didn't do. We then received several calls from their office in Downers Grove, IL stating we still have an outstanding balance. When we first started to speak with them they claimed it had nothing to do with insurance estimate, but couldn't explain how the amount went up, we have never received an itemized bill. They also stated that the paper which says price agreement which we both signed was just an estimate, not a price agreement, but locked us into using them but they didn't have to stand by the amount they listed. We then consulted with our lawyer, our mortgage company and our insurance company and they all agreed we are only obligated to the $16,855.50 (which is on the price agreement) unless they can prove they did more work. We know they didn't do more work, and they have never claimed they did more work. ******, supervisor at ADHI, marked what they did on our insurance papers. They have continually called and emailed us stating we owe the additional amount, and now have admitted that they deserve the insurance proceeds and that is just how it works. They have also told us that the amount they put on the price agreement and the lien waiver doesn't mean anything. We have continually told them we disagree because of the price agreement, the lien waiver and on the check for the $16,855.50 our lawyer had us write "accord and satisfaction" (which he told us meant paid in full) and since they cashed it they agree to that. We believe we are paid in full but they continually keep calling saying we have an outstanding balance.

Desired Settlement: We would like them to agree that we are paid in full base off our initial price agreement (which is sign by ADHI and us) and signed lien waiver (by ***** ******* from ADHI).

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ On October 7th, 2013, Mr. ******* signed a contract to have his roof replaced by American Dream Home Improvement for a total estimate amount of $16,855.50. The signed contract confirms our claim will reflect only what the insurance company approves. On the day of the build our crew discovered a shortage in material of 200 square feet of roofing shingles. We informed **** Insurance immediately on November 25th, 2013, and they verbally agreed to pay for the shortage, for a total of $25,676.00 for the entire claim. Our office therefore adjusted our invoice to the amount that the insurance company informed us to bill for the work completed. We understand why this would be frustrating or confusing to Mr. ******* and will be happy to honor his request in order to satisfy our customer and credit his account $6,783.20. However, in order to satisfy his insurance company and protect himself from any negative action against his insurance policy we highly recommend Mr. ******* notify **** Insurance of the billing discrepancy, as a revised invoice will be sent to them for the updated total. Should Mr. ******* need any further assistance we ask him to please contact ***** ******* Senior Customer Service Specialist at XXX-XXX-XXXX extension 136. Final Consumer Response /* (3000, 7, 2014/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm very thankful that ADHI finally came around and honored the contract that I signed but I would like to clarify their explanation. There couldn't have been a miss ordered of product because once we signed the contract with **** and he ordered the product. **** only came back to the house once I called him to tell him the product was delivered so he couldn't have adjusted the order and my roof was replaced on a Saturday afternoon and Sunday and the supplier of the products closes at noon on Saturday; reason I know this is the drip edge was the wrong color and that part could not be exchanged until Monday and I have extra shingles that was left behind. The conversation that took place on October 25th was my wife releasing the insurance estimate as ADHI wouldn't give me a final invoice until insurance estimate was released. After getting the final invoice and questioning the higher amount, they couldn't give us a definite reason why it was higher, and said it could have been a shortage of materials so we pointed out that we only received one delivery of product they dropped that reason. I also called ***** ***** a Supervisor at **** Insurance and she told me that the conversation on the October 25th was only a release of the insurance estimate. Once again I'm thankful that ADHI is honoring the contracted that Todd from ADHI and I (***** *******) signed Final Business Response /* (4000, 9, 2014/02/21) */ American Dream Home Improvement called Mr. ******* on 2/20/2014 to go over his bill and to explain our Accounting process again. Mr. ******* confirmed that he was satisfied with our explanation and with the resolution of crediting his account in the amount of $6,783.20. Mr. *******'s account will be updated today, if Mr. ******* has any questions or concerns we ask that he please contact ***** ******** Senior Customer Service Specialist, at XXX-XXX-XXXX extension 136.

2/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I filed a hail damage claim with my homeowner's insurance. The claim involved damage to the roof, fence, sunroom beam and lattice. I hired American Dream to repair the roof only. After my husband and I finished repairing the fence ourselves my homeowners insurance issued a check to us and the mortgage company for $700.45. The check clearly states depreciation for fence and beam. My mortgage company accidentally sent the check to American Dream and they cashed it even though my balance owned to American Dream was $0.00. I have talked to *****, ******* and ********** and they are refusing to refund me my own money. The contractor that did the work, ******** was excellent. He has emailed the billing department for me twice telling them they owe me $700.45 but they are still refusing.

Desired Settlement: my check from my homeowners insurance for my fence, not the roof, amount $700.45

Business Response: Initial Business Response /* (1000, 5, 2014/02/14) */ On March 20th, 2013, Ms. ****** agreed to have her roof replaced by signing a contract with American Dream Home Improvement and the work was completed on June 12th, 2013. On November 25th, 2013, Ms. ****** called our office and informed us she received a check from her bank and would mail it to our office. On November 27th 2013, our Accounting Department received a check in the amount of $700.45 and posted the payment to Ms. ******'s account. After the payment was applied the balance of $455.62 remained but was credited due to the age of the account which then closed on December 13th, 2013. Ms. ******'s insurance company approved a total of $15,310.77 for the work we completed, as verified by our Estimating Department, and we have received total payment in the amount of $14,355.10 including the payment in question of $700.45. Contractually Ms. ****** was offered credits of $500 but received $955.62 as a courtesy to close the account. We do not feel Ms. ****** is entitled to any further discounts or refunds at this time, but would be willing to verify this information with her insurance company and even work towards a resolution on her account if she is willing to work with us. Should Ms. ****** need any further assistance or wish to work towards a possible accommodation of a lesser amount, we ask that she please contact ***** ******* Senior Customer Service Specialist at XXX-XXX-XXXX extension 136.

2/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: the representative made a lot of promises to do all necessary work that would be covered by the insurance company and that we would even end up getting the deductible back. Contract stated that the company would contact us before any work was done that was not covered by the insurance company but they showed up did the work and we ended up with a balance of about 4000 that was not covered by the insurance company. they also did about $230.00 worth of property damage which we were not reimbursed and now they claim that since my Mom went ahead and paid the balance because she was tired of them harassing her they won't even pay for the damages. told her they can't pay it she should have deducted it from the balance. My Mom is 80 yrs old and didn't think about it just wanted to stop the calls.

Desired Settlement: $4000.00 plus the $230.00 for damages.

Business Response: Initial Business Response /* (1000, 5, 2014/02/05) */ American Dream Home Improvement Inc. called and spoke to our customer ***** ****** on 02/03/2014 confirming a credit of $230 was owed to her and was being sent to be processed by our accounting department. Ms. ****** verified she understood and agreed to the credit amount of $230. Ms. ******'s refund of $230 is being processed and should be received in the next 3 weeks. Allstate has agreed to pay out a total claim of $16,884.34. Our customer's invoice reflects what Allstate has approved therefore the accusations that Ms. ****** had to pay $4,000 out of pocket is not accurate. We feel that this confusing may be because the complaint was not made by our customer but by her daughter. Per our price agreement and contract terms, we only completed work that was fully approved by her insurance company. Attached you will find a copy of Allstate's summary for reference. Prior to the complaint being filed we had contacted our customer to ensure that she was satisfied with the credit of $230 being sent to her. Should Ms. ****** need any further assistance please contact ***** ******* Senior Customer Service Specialist XXX-XXX-XXXX extension 136. NOTE TO THE BBB: Due to the complaint not being filed by our customer, having multiple false accusations, and us accommodating the customer prior to the complaint we respectfully ask that this complaint be deemed informative.

2/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: This company was challenging to work with from the beginning. I felt uncomfortable and pressured by their sales staff. The company that they sent to do the work on the roof left nails and roofing paper all over our yard. (they worked until about 9 PM and it was dark when they left.) I called the company the next day and they asked me to take pictures and send them. I have children and cannot have construction material laying around my yard. I cleaned the mess up myself, collecting over 200 roofing nails, 4 soda cans, at least 50 cigarette butts and 4 large pieces of black paper ( i think it is what goes under the shingles). WHen I presented all of this to the customer service department, they said they would adjust my bill down to $250. I never received an updated bill. I never received any further billing statements at all. I then received a collection letter for this account. I

Desired Settlement: I would like American Dream Home to honor the $250 that they said they would adjust my bill to and I will pay that. I would also like the collection action dropped and removed from my credit report.

Business Response: Initial Business Response /* (1000, 7, 2014/01/24) */ American Dream Home Improvement on 11/5/2013 offered our customer, Ms. ******* ******** a credit of $771 for issues pertaining to the bad clean up on her job. The credit of $771 was added to the homeowner's invoice and that left a balance of $300 that the homeowner agreed to pay. After 11/5/2013 Ms. ******** did not respond to our phone calls nor send in a payment of $300 to close the account, and was therefore sent to our collections agency to resolve her account. Ms. ******** must contact Lou Harris & Co. at XXX-XXX-XXXX to resolve this matter. Should she need any further assistance, please contact ***** Senior Customer Service Specialist at XXX-XXX-XXXX extension 136.

2/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Beginning in April 2013, American Dream Home Improvement Men began ringing my doorbell wanting to give me a free inspection for my roof. They game me their spiel about how they could get my insurance to pay for a new roof. I explained to them that I had gone through this procedure the previous year and that my insurance would not pay for a new roof because it is worn, NOT simply damaged. We went back and forth. Finally I agreed (after they(ADHI) verbally "guaranateed me a new roof") to have my insurance come out and meet with one of their representative and my self. The insurance denied my claim. The ADHI people continued to ring my doorbell all summer, even after me telling them I wasn't interested. I did have a new roof put on in June(at my cost. Still all summer and fall(even after having a BRAND NEW ROOF put on) this same roofing company continued to ring my door bell and try to give me a free estimate which I certainly did not need.I can't believe these people can't recognize a brand new roof! I asked them repeatedly not to keep coming back. I have grandbabies that sleep during the day, and I have dogs that they disturb. I took the time to explain that I have a new roof and I would appreciate them to write my address down as do not solicit! They still came back, so I went to Home Depot and purchased a NO SOLICIING sign. Today 1/11/14, they once again rang the doorbell wanting to give me a free estimate that I DO NOt NEED and DO NOT WANT!!!! I ask the man if he saw my no soliciting sign and he nodded yes. I told him that the sign was put there mainly for his company. He said "Really"??? I once again explained to him that I have a brand new roof( still amazed that so called roofers can't see that themselves)and don't need a free inspection. He left, but I know they will be back just like roaches that you can't get rid of! How can I make these people stop! Do I have to put signs out in my yard expressing my disgust with this company??? Please Help Me!

Desired Settlement: If I could sue them for harrassment I just might try! I just want them to leave me alone and STOP ringing my doorbell waking my grandbabies and disturbing my dogs.

Business Response: Initial Business Response /* (1000, 7, 2014/01/24) */ American Dream Home Improvement would like to apologize if Ms. ****** feels our representative may have caused any disturbances. The Regional Director of Sales and our local sales team have been notified of this complaint. We would like to confirm we will honor Ms. ******'s request. Should she need any further assistance, please contact ***** Senior Customer Service Specialist at XXX-XXX-XXXX extension 136.

12/13/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: They didn't show up to do my roof when they were supposed to. They showed up a week later without notification. Poor job cleaning up. Noticed after they were done that there were nail heads sticking up from shingles. Didn't show up for 2 months after that to fix the problem. When they did come out they didn't fix all of the nail issues. They came back on 3 separate occasions and still didn't fix the problem. Now they are threatening to put a lien on my house even though there are still nail heads sticking out of my roof.

Desired Settlement: my money back plus 2000$ for my time, inconvenience and aggravation

Business Response: Initial Business Response /* (1000, 5, 2013/11/07) */ Mr. ******* has replied to our contact attempt and we are scheduling a time to meet at his home again and address a reasonable desired resolution. If Mr. ******* identifies any issues that were not found during our last inspection we will be happy to address them properly and offer compensation for the frustration Mr. ******* feels he has endured. Final Consumer Response /* (3000, 7, 2013/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) i would like to keep the case open because they will not be out the address the issue until after the 18 of november. so i will not be able to know if i am satisfied with the work and payment until they show up. ---------------------------------------------------- 11/22/13 info from consumer: american dream showed up today on nov. 22 not to fix the problem but to argue. they said they would fix the problem in the spring so that is when i feel my payment should be made upon completion. I'm not sure if they are still pursuing the lien on my house but i feel it is not right because of the issues i have had and they have not fixed the problem with their poor roofing job they originally did. i will pay the money i owe them when i see no more nail heads sticking through the roof. Final Business Response /* (4000, 9, 2013/11/29) */ Our assessment of work completed with Mr. ******* on November 22nd, 2013 at the property located at *** ****** Ave in Aurora, IL concluded as follows: Mr. ******* appeared to have a ladder mounted to his roof for constant access. As laminated asphalt shingles are not designed for the normal wear and tear of regular foot traffic, Mr. ******* was advised that the amount of walking he is doing on his roof is a contributing factor in the issues he is having. Mr. ******* used an aerosol spray paint to mark several areas in question on his roof. In some instances, nail-pops were relevant (where the head of the nail backs out or becomes exposed) which can be caused by placing unnecessary weight or pressure on the decking which holds the nails. In other instances, when the area was addresses we were told "not to worry about that one," so we are unaware of the nature of any other existing issues at this time. Being that our Service Manager has verified this roof is weather-secure and that the winter has already settled on us, ADHI has determined an accommodation replacement of all of the shingles that were highlighted with paint for our November 22nd meeting will be replaced in the spring, hopefully by April 1st, but not until an average temperature of above 60degF is achieved for over 3 consecutive days. Our Service Manager must return to the property by December 6th, 2013 to take pictures of the highlighted shingles. Allowing the air to warm over 60 for three days will help to ensure the newly installed shingles will seal properly, allowing for the proper functionality of the overall roofing system. Further, we will address any other newly formed nail pops in the industry standard fashion, by pulling back the existing shingle and sealing the exposed head with manufacturer approved sealant. Should any shingles need to be replaced at this time it will be done at ADHI's discretion. Upon satisfactory completion of this repair, we will ask Mr. ******* to sign a certificate of completion, pay his final balance, and receive his warranty documentation and a copy of the invoice. In order to accept these terms and begin this process, we simply ask Mr. ******* to forward in a payment of $480.00 on his account. We have not received a payment on his open balance for over 210 days and this payment represents only 7% of that total balance. ADHI will therefore suspend the account from any interest charges being added or being sent to collections until the matter is resolved in the spring. At that time Mr. ******* will be asked to pay his remaining balance at the time the repairs are completed. If Mr. ******* has any further questions or concerns, we urge him to contact ***** ******** our Senior Customer Service Specialist at XXX-XXX-XXXX x136 or ********@americandreamhomeimprovement.com additional info from business: Mr. ******* has notified our office he is not willing to pay any further funds towards his balance at this time. We urge Mr. ******* to make some form of payment upon his account to ensure he remains in good financial standing and is not subject to any of the collection terms of our contract, but will proceed with our intended service as planned regardless. Again, if Mr. ******* has any further questions or concerns, we urge him to contact ***** ******** our Senior Customer Service Specialist at XXX-XXX-XXXX x136 or ********@americandreamhomeimprovement.com

11/22/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Work was performed in June of this year. Insurance claim was settled and noted paid in full in September. In late September and October I began receiving calls asking for more money. After multiple requests to have the statement in writing I received an invoice for an additional $5,168.13 over what insurance paid. Since the roofer had ample opportunity to get approval from the insurance company and simply failed to do so, I do not feel I am liable for this unauthorized work.

Desired Settlement: I would like the Home Improvement Company to settle for what they have already received.

Business Response: Initial Business Response /* (1000, 7, 2013/11/11) */ After detailed review of our files, American Dream Home Improvement has determined that we cannot substantiate prior claims that we had notified Ms. ******' insurance company of required shortages in a timely manner. Therefore, we are honoring Ms. ******' daughter's request to waive this balance. A copy of the invoice with a zero balance will be mailed out to Ms. ****** today.

11/19/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: We were told that both our roof and partial siding would be fixed by this company. After the roof was repaired we called to see when siding would be done and they said they do not do partials(misrepresentation to get us to have roof done. It shows siding measurements ext on contract. Every bill received until 3wks ago stated "not a final bill in negotiations w/ insurance" But they called every 3 days wanting paid over $10000 for my $7200 roof. We repeatedly waited and asked for a final detailed bill still no detail even on the final bill received via email about 3 wks ago. They stated that while I sent the checks to the mortgage company to get them signed they would not file a mechanics lien, but did during the 2 weeks it took to get signed checks back. Invoice states work done 06/26/13 & lien states 06/27/13.Regardles it was recorded 09/25/13 so the 90th day from work would have been 09/23/13 so this seems to be a false made lien as Indiana information states they have 60 days for residential & 90 for commercial. My roof is leaking and has caused inside damage so I only sent them a check for exactly half the bill until it is repaired. I reported the leak Monday 10/07/13 & played phone tag.I sent exactly half the money today, but they state they will not repair until the check clears so I will have a badly leaking roof for 2 to 3 weeks. I am unable to estimate my damage until that would be fixed,but it is a large leak. Customer Service states they will probably fix the interior if they deem it is from their roof, but as they have done all other actions falsely with misrepresentation I am assuming this to will not be handled properly. Since you are given extentions to people who do not answer their phone at any time during the day it is constant phone tag and you cannot get anything taken care of and if you do get someone it is always someone elses department since "they are such a large company".

Desired Settlement: I want their collection practices reviewed. Instead of working with my insurance as they stated they would they made constant calls harassing me for payment when all bills state "this is not a final bill". I finally had to have my insurance call them specially to settle it 2 weeks after my insurance sent me the check stating it was settled as American Dream Home wasn't sending me a updated final bill but claiming I owed $10000 on a non bill. We discussed at length and I was told they could put a mechanics lien but would not as they knew I was working with them & after the insurance portion was paid they would "work with me on the deductble and take payments". I did not ask for any "working with me on deductable" as I told them I would have the full payment one the mortgage co signed the checks. Note: they never stated you must pay your deductable portion now at any time....They put a lien on my home 2 wks after final bill received after stating falsely they would not since they knew I was awaiting mortgage signature on the check. I would just like their billing/collection & false lien practices investigated and corrected if they are illegal and this needs to be known by consumers regardless prior to contracting with them. My roof is leaking drastically and although I have only had a final bill 3 weeks(2 weeks checks were w/ mortgage co) & I have been calling them for a week to get my roof fixed, but they stated until the half payment I sent clears the bank "since I have not paid them until now & I am so late????" The customer services basically stated they don't care if more damage happens or not and did not even offer to come tarp the area to keep damage at a minimum. They state they will investigate and decide if the inside damage is from the roof or not and decide if they will fix it. This is unacceptable and I want my roof, ceiling and wall repaired immediately prior to more damage or to be able to hire a contractor to do the work asap and deduct it from the remaining half of the bill. I feel I deserve a written apology and a discount for all the miscommunication (lies) off of my final bill. Also I would like the lien immediately removed as from what I have read on Indiana mechanics liens it was not filed timely and I don't think I was served proper notice.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ On June 13th, 2013, Mr. ***** met with a Sales Representative from American Dream Home Improvement and signed a price agreement to have his roof replaced by our company. Measurements were also taken of the pre-existing siding but a price was not noted. Our rep later met with an adjuster from State Farm who approved an entire roof replacement but only allowed for the front and right elevation of the siding to be replaced. This information was communicated to Mr. ***** by his sales representative and by our office on June 27th and was given a referral to a different contractor who performs these types of repairs. On July 27th, Mr. ***** called our office looking for a final invoice but was told by our Estimating Department that we were working with the insurance company on billing discrepancies. State Farm only allowed for 27.67 squares for the roof, while our crew installed 30.66 squares of shingles. Our representative told Mr. ***** that she would send a paper copy of the pending invoice but also advised him that his account was past due. As stated on his contract, both his deductible and 1st payment were due upon delivery of material, and having no payments received, the ****** were in breach of that agreement. Our office attempted to follow up with the *****'s on August 7th, 26th, 28th, September 3rd, 6th and 10th, however the phone numbers on file were either not accepting any calls from our office or the voicemail box was not setup so a message could not be left. On September 10th, our Operations Manager spoke briefly with Mrs. ***** and she requested to setup a time the next day to go over her mortgage paper work as she had questions. She was informed that a lien would be placed on her property if we did not receive a call back at the agreed time and a payment must be received within that week. A legal notice of intent to file lien was also mailed at this time. The next day, our Customer Service Department received a message indicating the *****'s felt harassed by our office, they were waiting for a finalized invoice and they were going to file a complaint with the Better Business Bureau if the calls did not end. There was no mention of needing help with their mortgage paperwork. Our Loss Draft Specialist returned their call immediately and emailed all the necessary paperwork to Mrs. *****, along with their invoice reflecting a credit of $108.55 due to miscommunication by their insurance adjuster. Mrs. ***** acknowledged she understood how to complete the paperwork and would send us a payment as soon as possible. Follow up calls by our office continued on September 16th, 19th and 24th and as a result of no communication, a mechanical lien was filed on September 25th against the *****'s property. Two more calls were again placed regarding payment. Our office eventually received a message stating they were experiencing a severe leak, but again no mention of payment or the documentation required to close their account. We went back and forth with messages and informed the *****'s we would immediately send someone to assess their leak once a payment of good faith was received. A partial payment of $3,640.10 was finally sent and applied to their account on October 15th, 111 days after the job was completed. A service technician was sent to the *****'s home on October 17th and after a full assessment was made of the damage, it was concluded the leak was not coming from their roof but instead through their siding, which our company did not replace. American Dream Home Improvement would like to apologize for any confusion or frustration the *****'s may have felt during this process, however we are not liable for any damage by the leak and will not release a waiver of lien until the full balance of $3,640.05 is paid. We believe we have acted well within our legal rights as a General Contractor and that the lien time periods Ms. ***** is referring to in her complaint is for sub-contractors, which we are not. Should Mr. or Mrs. ***** have any additional concerns regarding this complaint, we urge them to contact our Customer Relations Supervisor, ****** ****, at XXX-XXX-XXXX x103. Final Consumer Response /* (3000, 16, 2013/11/07) */ IT HAS BEEN ONE WEEK SINCE COMPANY STATED THEY WOULD 2 DAY MAIL ME A NEW INVOICE AND START THE 10 DAY CLOCK FOR ME TO SUBMIT MY PAYMENT AS AGREED AND I HAVE NOT RECEIVED AN INVOICE AS OF YET. Final Business Response /* (4000, 19, 2013/11/08) */ I was told a copy was sent by a member of my team but the tracking number is not in the file, my apologies. We are over nighting a copy again today. Fedex tracking number is XXXXXXXXXXXX. Please advise if not received tomorrow.

11/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Co was roofing neighbors house; started on Fri 10/25 and shingles being removed were hitting my house, damaged-dented and paint scrapped off aluminum window trim. Voiced concern to workers, who ignored me. Called American Dream Home and was only put to ************** voicemail. Came home Sunday night to find downspouts dented, damaged covered in tar. Tar was all over the side of my house, windows and two holes were punched in my siding. Called and left message for ************** again; no call back left message again Monday. Called back and said ************* was handling. ************* called and took information. Roofers were trying to clean tar off house before inspectors came and used a solvent that they didn't rinse, which left brown stains on the siding. Talked to owner of roofing company who verbally committed to replace downspouts, window trim and would clean up the tar. ********** inspected made the same commitment and said didn't know what they would do about the holes put in the siding. Provided him copy of contract showing downspouts were only 1 yr old, and some of the trim also and that they were 32 gauge seamless downspouts. He said he would be in touch. Did not hear from them in 1 week, left message, was told Martin was handling. No call back, tried calling again Friday afternoon and again no call back.

Desired Settlement: I want the downspouts they damaged replaced with the same type, gauge, I want the window trim they dented and scrapped paint off replaced, tar cleaned off house and windows properly, the siding repaired where they put holes in it and scrapped paint off.

Business Response: Final Consumer Response /* (450, 5, 2013/11/11) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: Late Saturday they showed up unannounced to my house and made all the repairs.

10/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: ADHI does not answer phone calls or do they return my calls. After the rain and snow that we experienced the last two week I discovered that the roof leaks between the house and the gutters. The work should have been done on Oct. 12, 2013 but I am still waiting for the repairs. Claim Number XXXXXXX. I receive automated calls from ADHI for payment in full, but I do not get my calls answered concerning the repairs. Todays date 10-22-2013. And the roofers also damaged my gutters while putting on the new roof.

Desired Settlement: repairs on the roof, and reimbursement for damaged gutters.

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ Our office has been in touch with Ms. ******, apologized for any confusion, and made sure her service needs were addressed as soon as possible. Our crew reported that the repairs had been completed and we ask that if not, Ms. ****** call our Service Coordinator, ***** *******, at toll free XXX-XXX-XXXX x110. Final Consumer Response /* (2000, 7, 2013/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did call me after the BBB contacted them with my complaint, and the problems with the roof and gutters were fixed to the best of my knowledge. Only snow and or rain will tell if the leaks were fixed.


Customer Review(s)

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Customer Reviews Summary

52 Customer Reviews on American Dream Home Improvement
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