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27 reviews about Install A Veranda
I'd give these guys a zero rating and after reading all their complaints above and experiencing their poor service I give Install-A-Veranda a zero star. I can certainly empathize with all the complaints and experience of those unhappy in these reviews for Install-A-Veranda.
First off Install-A-Veranda are not based anywhere near Moonee Ponds. They have been based in Tullamarine, once up near Glenroy and now Port Melbourne. Why not use those addresses versus portraying association with Moonee Ponds.
Our poor experience sounds very similar to a lot of the complaints in this forum. To resolve our issue we had to involve our family and Victorian Consumer Affairs had to get involved to resolve the issue.
The earlier complaint above around the pitch of the roof and having it run back to the house is similar to our situation and our experience.
The process is first off their salesman agrees to your request, oversells and over promises and then you pay their deposit. The salesman poorly fills out their pro forma contract: writes less than necessary and verbally agrees to your request.
Then begins the parade of different Install-A-Veranda staff and contractors - who come measure, drop off product (Stratco) and then install.
In our case, what was delivered and installed was not what was asked.
Then became a 5 month battle. The receptionist (again - similar to above complaints) over promised response like "we'll call you back in an hour" and then do not follow up. This went on for around 2 weeks.
I then sought advice from Victorian Consumer Affairs who knew of this company. They gave advice through writing letters which then prompted a response from Install-A-Veranda.
Through using Consumer Affairs we were able to force Install-A-Veranda to visit the property to discuss the difference to what was ordered and what was delivered.
Consumer Affairs accompanied us in one visit and were brilliant. They explained the challenge we faced through what appeared to be a process Install-A-Veranda use to get out of providing customer service.
Install-A-Veranda use a pro forma contract template which they fill poorly. As soon as a complaint comes and in our case: they repeatedly said 'but you've signed our contract'.
Consumer Affairs had sympathy with us but noted that the contract is the defining document a court would review and in this case - it could be interpreted either way. In the end, they did point out that the contract could have been better written and filled in and suggested a compromise. Ideally we wanted a full refund although Consumer Affairs said that could be difficult.
Install-A-Veranda in the end made an adjustment to the veranda which improved the situation although was still not what was asked. We had to accept the outcome as the item had been paid for and obtaining a refund would be a difficult challenge.
A very unprofessional company who basically just middle men Stratco product installations. Just go straight to Stratco versus using these crooks. Ironically, after resolving the issue I found a flyer for install-A-Veranda in my mail box which went straight in the bin.
Look at each reply from Install-A-Veranda to each complaint posted. Their replies begin with "Install a Veranda takes seriously every customer complaint or concern whether that ends up as a review on a website or not. We work hard to not have any issues but the reality is ...."
The reality is that these guys are small time vendors with very poor service. I was surprised that when I did complain their response was very well rehearsed. Goes to show - they must get many complaints and have significant experience in how to respond and avoid service.
Avoid Install-A-Veranda. Use a brand that have more respect for their brand, name and their customers.
I asked for a quote for a patio roof. Salesman was out the next day, very polite, professional and sincere. I decided on the spot to accept the quote...what a mistake that was. Paid deposit. I had to stay home 3 times for the Production Manager to do his final measure. When he finally did turn up, he wanted to change the pitch of the roof and run it back towards the house, which is not want I wanted. I phoned him back the following day, he wasn't available to talk to me so I sent him an email...unanswered. Called the company again and asked to speak to the Manager, she wasn't available. Told the receptionist my concerns, she said she would get back to me in half an hour. I rang back the next day, same receptionist said not to worry, just tell the builders to build it the way you want it!!! Materials arrived and put on the front lawn. Builders turned up, really nice guys, I told them they had to run the roof away from the house. They were gob-smacked. They had not been told. After 3 hours of phone calls between the builders and the Company, plus me on the phone to a lawyer friend, I told them to pack up their tools, take their materials and leave. Poor builders had been flown up to the Gold Coast from Melbourne to do my job. They were not at all impressed with Install A Verasndah. It took me weeks and weeks, plus a solicitors letter to get back my deposit, but I still had all the materials on my front lawn. Another dozen phone calls, every time a different story why it hadn't been picked up by Stratco. I followed up every story I was told, and was informed by Stratco that they hadn't been asked to pick it up. Stratco were wonderful to deal with, kind, helpful and courteous. But the materials sat and sat. It has been 3 months now, I have threatened to take it to the tip if it isn't picked up this week, but I'm not holding my breath. PLEASE, don't entertain the idea of using this firm, they will cause you grief and stress. They should not be in business, I doubt if they even are in business. Other than the Sales Rep who first called on me, and the 2 Melbourne based builders, the rest of them are dis-honest, lying mongrels.
Approximate cost: $13.000.00
Dear Jenniey,
Install a Veranda takes seriously every customer complaint or concern whether that ends up as a review on a website or not. We work hard to not have any issues but the reality is we do have rare instances, usually around a sincere miss meeting of minds on exactly how the design would look for a particular job once we start installing.
We genuinely believe we have the best sign off, and double check processes in veranda building in Australia. With every job after the client signs off with our design consultants, we have another appointment on a separate day with our Quality & Check measure manager to sign off on the specific millimetre measurements that will be used to manufacture the custom made materials.
In the vast majority of cases this works really well and our clients get what they requested in a timely and professional way. To put it in some perspective Install a Veranda installs approximately 800 -1000 verandas a year and since this review site has its oldest review on Install a Veranda in 2009 we would have installed up to 3000 verandas in that time for families in VIC & QLD. It doesn’t excuse this poor review or any other now or in the future but we just wanted to provide some perspective and hope it’s taken in good faith.
Below is what we did specifically with this job to rectify the situation, sorry it has taken so long for us to respond on this website and will respond quicker to any online reviews in the future.
The final measurements were taken with the client and the Quality & Check Measure Manager to provide a detailed drawings which were signed off on with the client. This drawing was used to manufacture the materials at Stratco QLD.
A week later the client emailed a design query online and our Design Consultant contacted the client within 24 hours to discuss the issues and they were happily resolved on this day.
Installation was organised and agreed to, we received a phone call on the day of the installation and the client sent our installers off the property as they were not happy with the fact that we needed to remove some of the tin tiles to install the riser brackets in that process.
We left the site and 3 weeks later we received a cancellation of job, the materials that were custom made for the property and of limited use without cutting down and trying to use at future jobs were removed from the property at our loss and the client was given a full refund.
We didn’t dispute or try and argue Install a Veranda’s rights as our aim was to do what the client wanted even if it cost us financially.
This chronology is not an attempt to prove points or be correct, because either way Install a Veranda’s process failed because the client was unhappy. The bottom-line is we are professionals in this industry and should be better at communicating clearly to make sure these cross wires do not happen.
We sincerely apologise for any inconvenience caused and hope all has gone well with the project.
we had a stratco veranda installed at our home $16000 dollars, they are the worst company we have ever come across, we paid them for a permit in December 2011, veranda installed Feb 2012, they did not obtain the building permit, nor did they use correct downpipes cheap round water pipes were used with blue glue all over them roof is all lifting up, veranda is short at both ends, we went to a solicitor, would never recommend these guys ever Rude and they dont return calls.
Approximate cost: $16000
Hello, we never had the problem with Install a veranda fixed , we had to obtain our own permit and engineers report, and pay for this out of our own pocket, we made a complaint to the building commission and install a veranda were fined, of course we ended up out of pocket, when the time comes for us to sell our property we have to add this info to our section 32 once they have your money they just DO NOT care
Thanks for responding. They just keep saying they will take care of it but it appears they are stalling hoping we go away. It's been months and now the council is on our back. Should I go building commission or consumer affairs?
contact the building commision in your state
I had a verandah installed recently, very happy with the whole process and finished product! Office staff very helpful and polite, sales consultant was thorough and actually beat a couple of quotes I have got and the tradesmen were very professional and did a great job.
Overall a very pleasant experience and will be recommending this company to my friends!
Approximate cost: $14000
We had two verandahs installed by this trader, one at the front and one at the back of our house. The skylight section in the back verandah has been sagging due to heavy rains recently, causing excess water spilling down onto the concrete.
The back verandah roof was built with no slant, thus not allowing for any excess drainage to occur.
Trying to contact them to come back and fix it has been a nightmare!!! We waited at home twice when a time and day was arranged and they didn't show up.
Eventually I asked to speak to the manager who refused to communicate with me on the phone and I was told she would ring me back. After nothing happened there, I passed a message through the receptionist that I was going to submit a report to the Victorian Consumer Affairs Tribunal.
A liitle time later I received a phone call stating a time and date when the verandah was going to be fixed.
Fortunately someone came and fixed it for us and solved the problem.
I would be very careful if considering this trader for installing your verandahs. If installation is done properly and everything works fine, there isn't a problem. When it comes to calling them back, it has been a stressful process. Once they have your money, that's it. We paid almost $11.000 to them and it has taken us almost two months to get this far. Just be careful!!!
Approximate cost: $11.000
Dear Helenn9,
Install a Veranda takes seriously every customer complaint or concern whether that ends up as a review on a website or not. We work hard to not have any issues but the reality is we do have rare instances, usually around a sincere miss meeting of minds on exactly how the design would look for a particular job once we start installing.
We genuinely believe we have the best sign off, and double check processes in veranda building in Australia. With every job after the client signs off with our design consultants, we have another appointment on a separate day with our Quality & Check measure manager to sign off on the specific millimetre measurements that will be used to manufacture the custom made materials.
In the vast majority of cases this works really well and our clients get what they requested in a timely and professional way. To put it in some perspective Install a Veranda installs approximately 800 -1000 verandas a year and since this review site has its oldest review on Install a Veranda in 2009 we would have installed up to 3000 verandas in that time for families in VIC & QLD. It doesn’t excuse this poor review or any other now or in the future but we just wanted to provide some perspective and hope it’s taken in good faith.
Below is what we did specifically with this job to rectify the situation, sorry it has taken so long for us to respond on this website and will respond quicker to any online reviews in the future.
First of all we just want to sincerely apologise for your upset and we could have managed the process much better & quicker. We now have a full time Quality & Check measure manager to be better at responding to issues like this if they do arise.
There were issues with sagging/correct amount of roof fall that were our errors. We have since fixed those buy purchasing more materials at our cost and adjusted the roof fall.
It wasn’t good enough and please if you have further concerns we will get out there ASAP and try and turn around what has been a poor experience for you.
Again we are sorry.
Thank you so much for your reply to my review and I appreciate that you took the time to read it. I just wanted to say that eventually our verandah was eventually fixed and it looks wonderful.
I personally think reviews are a good way to provide feedback to others who may have had a similar experience.
We can certainly inderstand that there are many verandahs installed in a year and that the staff would be execptionally busy, that's okay.
It's just that we thought we would never hear back from you ever again after several attempts of trying numersous times to contact you, otherwise we would have been quite happy to wait.
I sincerley hope things will be better with your new Quality and Check Manager and I thank you for taking the time to apologise.
I had a Carport and Patio installed by Install A Verandah, and it has been a nightmare trying to get things fixed that they have stuffed up. They broke 2 roof tiles (one is a ridge cap), used PVC pipe(two lengths with a joiner in it) for a downpipe which was meant to be metal. They has cut the steal beams two short so the bogged it with filler, end caps dont fit. In a whole a real bad job.
Approximate cost: $20,000
Problem fxed, but it 3 nths and the threat of legal action. Roof still not the best, but should be waterproof
Dear MickBob,
Install a Veranda takes seriously every customer complaint or concern whether that ends up as a review on a website or not. We work hard to not have any issues but the reality is we do have rare instances, usually around a sincere miss meeting of minds on exactly how the design would look for a particular job once we start installing.
We genuinely believe we have the best sign off, and double check processes in veranda building in Australia. With every job after the client signs off with our design consultants, we have another appointment on a separate day with our Quality & Check measure manager to sign off on the specific millimetre measurements that will be used to manufacture the custom made materials.
In the vast majority of cases this works really well and our clients get what they requested in a timely and professional way. To put it in some perspective Install a Veranda installs approximately 800 -1000 verandas a year and since this review site has its oldest review on Install a Veranda in 2009 we would have installed up to 3000 verandas in that time for families in VIC & QLD. It doesn’t excuse this poor review or any other now or in the future but we just wanted to provide some perspective and hope it’s taken in good faith.
Below is what we did specifically with this job to rectify the situation, sorry it has taken so long for us to respond on this website and will respond quicker to any online reviews in the future.
First of all sorry for making the process a bad one for you, your concerns were fair and correct. Our understanding is we have since replaced the tiles and rectified your concerns with the job. If you are still not satisfied we are happy to come and and do what it takes to deal with your concerns.
In regards to the use of downpipes all the Design Consultants are supposed to show full samples of materials used including the downpipes and should have been discussed with our Design Consultant who attended your property when you received your quote. Samples of materials used are supposed to be shown at all appointments. We are open to the fact that in this instance you’re saying you didn’t see or understand that the PVC would be used as a downpipe connector and we apologise for that. PVC downpipes are used because our clients didn’t like the colorbond/metal downpipes look when they were fabricated with lots of twist and turns/angles as downpipes often are and PVC pipes have custom angles fittings that look much neater.
Again we sincerely apologise for any inconvenience caused and we are here for you at any time in the future to warranty and maintain your job on short notice.
They were to install a small flat roof veranda over our decking to which they did and they didnt seal it properly so it leaks everywhere, they put in a downpipe that wasnt ordered or meant to go in and the downpipe was wrong color and round instead of square like ours. They joined pipe with plastic pvc with blue glue all over the pipe! They keep saying they want to fix it but they never will come when we are home always expect us to leave work and meet them there. Make a time to come and then cancel it! The installers also instead of asking to use my toilet urinated all over my wall next to my pool while i was standing there!
The lady in the office told me to stop bringing that up she is over hearing about him weeing in my yard they have told him not to do it again and i need to drop it cos she is sick of hearing about it! Still not fixed so who knows when or if it will ever be fixed!
Approximate cost: $5000
Here Here, i agree with you, Install-A-Verandah are S#@t ! I have spent over $20000 on a carport and rear patio and they have broken roof tiles,edbog to fill n where hey cut the stll o short, used PVC pipes for downpipes when i was meant to be steal and even used two lenths with a joiner in it.. I have been fighing with them to get several things fixed for over 8 weeks now. I have given them 2 weeks to fix it or i am telling Stratco about the poor work they do and then i will be going to VCAT to get compensaion from them to get it fixed by a real company !!!
Dear Sidey,
Install a Veranda takes seriously every customer complaint or concern whether that ends up as a review on a website or not. We work hard to not have any issues but the reality is we do have rare instances, usually around a sincere miss meeting of minds on exactly how the design would look for a particular job once we start installing.
We genuinely believe we have the best sign off, and double check processes in veranda building in Australia. With every job after the client signs off with our design consultants, we have another appointment on a separate day with our Quality & Check measure manager to sign off on the specific millimetre measurements that will be used to manufacture the custom made materials.
In the vast majority of cases this works really well and our clients get what they requested in a timely and professional way. To put it in some perspective Install a Veranda installs approximately 800 -1000 verandas a year and since this review site has its oldest review on Install a Veranda in 2009 we would have installed up to 3000 verandas in that time for families in VIC & QLD. It doesn’t excuse this poor review or any other now or in the future but we just wanted to provide some perspective and hope it’s taken in good faith.
Below is what we did specifically with this job to rectify the situation, sorry it has taken so long for us to respond on this website and will respond quicker to any online reviews in the future.
We are trying to find the job bag in Archives so we can address your review properly as there was no address.
We sincerely apologise for any inconvenience caused.
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