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.