Initial Business Response /* (1000, 5, 2014/05/20) */
Contact Name and Title: *** ***
Contact Phone:
Contact Email: ***@aol.com
In over decades of stellar business, never did we have a client less sympathetic or empathetic to a real life problemOn the day
of installation, our truck broke down & had to be towed awayClearly, we had to call the client to rescheduleTypically in the very rare occasion when something like this occurs, people understand & are easy to deal with & rescheduleWe offered installation the next day but were told that they were unavailable
We got a very nasty message from the client, exclaiming that a truck breaking down....."is not my problem!" I was certainly taken backI have never had someone make such an issue over a break down of a vehicleI have been in business a long time & find that people are understanding & considerate of unforseen problems if they ever occur
I called the next morning to reschedule
He did not want to reschedule at times we had available & said he wanted to cancel the orderI tried to explain that there is a 20% factory restocking charge, but in light of the breakdown of our vehicle, I would waive the restocking feeHowever he shouted at me that he would just stop payment on his credit card before I finished, & hung up on me
The office issued credit In Full to his credit card before this complaint was filed
We have already gotten his charge reversed, so there should be no need for a claim of this nature
Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Garage Door Specialists has done is lie to me, lie to my wife, call and leave harassing voicemails on my wife office phoneThey NEVER offered to come out the next day, they told me it would be another week and a halfWhat company does not show up for an appointment then makes the customer wait, besides the cable companyThey have been unprofessional from the start
Now they claim they have refunded my money, which is something they claimed this morning they would not do, but the Credit Card company has no credit issued when I just spoke with them
This claim and the CC DIspute will remain open until they can provide me proof of refund and apology from *** for his abuse and unprofessionalism
Final Business Response /* (4000, 21, 2014/06/19) */
Dear Sirs,
I am sending this in response to Case ID #XXXXXXXXThis claim has cost us more in man hours & effort than the case itself is forWe have gone over the details before, so I will just summarize the chain of events, our quick & rapid response and the feedback from our bank & merchant processing company
The garage door was to be installed on May 19, That afternoon we called to explain that the truck with the door broke down & had to be towed awayThus, we could not install that day and offered alternate daysThis client refused any other day & rudely demanded his deposit backAfter attempting to reason with him about an alternate date, we agreed to a refund
The refund, as the attached reflects, was processed at our office on May 20, at 10:am for $400.00, credit if fullOn May 21, Commerce Payment Systems (our credit card processing company) completed the refund transactionOn May 23, we had $debited from our company bank account at Buffalo Grove Bank & Trust
The credit card processing company and the bank both confirm that our refund has in fact been processed properly and in a "very" timely fashion from our endAs I see it, it is in the hands of the consumer's credit card company or bank to show where this credit came back to the consumerWe are unable to search his account for the refund, only he or his agent can do so
The nasty, untrue and libelous nature of the most recent complaint leaves me very bitter! Despite what I consider a very unreasonable response from the consumer about a truck break down, we were quickly responsive & issued credit within hours of his requestAll of our back up shows that the refund was handled in a very timely way
We NEVER have been approached by his bank, credit card company or anyone else as he suggestsWe have had no phone calls, emails, letters or any other correspondence concerning this matter, other than the Revdex.com complaints
I feel we have done what was asked for by this consumer and need to close the case on this ugly and unnecessary incidentOur reputation & track record had always been squeaky cleanFor over decades, we have managed to offer top shelf services, products & installations without having incidents of this natureWe wish to move on & hope the consumer does as wellI believe we have done and have documented our refund process adequately to put an end to this issue once & for all
Respectfully,
*** ***
President
Final Consumer Response /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 6/2, no credit has been issued per the credit card company
Initial Business Response /* (1000, 5, 2015/04/11) */
As a long term home repair & improvement business owner, I have paid painstaking attention to client satisfaction. For decades we have been proud of the High Quality Reputation for honesty & integrity our company has represented. We often...
bend over backwards to accommodate even the most picky of clients. We treat our clients as WE would want to be treated ourselves. We take the time & effort to discuss even the smallest repairs in depth prior to the repair, so that we understand the client's needs & expectations. Open dialogue & communication are key to a successful business relationship & project.
In this situation, we had 3 different GDS employees speak with this gentleman. All 3 of us were NEVER told a word about the door not fully opening until installation day. When the client called us he clearly described his desire to replace his electric operator because he had been having ongoing trouble with it. He even explained that his Father-In-Law installed it & he has had nothing but trouble with it. He further advised that he was putting his townhouse up for sale & just wanted the least expensive replacement possible. Our Customer Service Rep discussed different models & designs, but he wanted just the least expensive model we had. Never once did he mention the door not fully opening or the fact that this was the root cause of why he wanted to replace the existing operator. Not one word was ever mentioned.
As soon as our Installer Tech arrived & the client opened his garage door the Tech pointed out to him & discussed the door not fully opening. Even then the client never said the reason he wanted to replace it was to get it to fully open. The Tech measured the distance needed for a standard operator vs. the room needed due to the design of his garage. The soffit is an encased I-Beam holding up the second story of the home. This runs across the width of the garage & prevents a regular operator to be installed. This is the design of this townhouse & has been this way since it was built. These units were built probably 30+ years ago. There is nothing we as a garage door & operator company can do to modify the structure of someone's home!
The Tech called me to discuss the situation & the client's options. We discussed a specialty type operator that could be installed instead, but it was at a significantly higher cost. It does not have the long steel rail & chain system. Instead it mounts just above the garage door at the front of the garage. The client would also need to have an electrician run a grounded 115 volt outlet to that area first in order to have one of these installed. We are not licensed electricians so cannot do that type of electrical work & advised the client of this.
If in fact the client had even mentioned to our Tech that his goal was to have a full opening, we would have insisted that he go with the higher priced Specialty operator or we would have walked away respectfully from the job. However he NEVER said this was his goal or his expectation. After all, the door had been only partially opening for years. If we are not told that this was what was expected, how would we know what was wanted? The design of the home has been the same for the approximately 30+ years since it was built.
The Tech gave him the option of the specialty operator or the one he had brought to install. The tech even assured him he would do whatever he could to get the highest opening possible, but could not promise anything, again based solely on the soffit in the way. This was a custom install & he could not do much more no matter what he might try to do. The client declined the Specialty Operator & authorized us to do the replacement as originally scheduled. We then spent the next few hours on the removal of the old operator & installation of the one. As the client agrees, we were able to get an additional 5"+ from the new system. We did what we could to maximize the opening.
After voicing his dissatisfaction to him, my Tech again called me to discuss the project. Now the client stated that he thought we knew his only reason for replacing the operator was to get a full opening. This is just not true in any way, shape or form. Once again to reiterate, If in fact we knew he expected a full opening, we would have again explained that this was not possible in HIS particular construction. We would have left the job rather than give anyone false hopes or expectations! However we were NEVER told of his expectations prior to this already being completed.
I explained to the client that the rare time a home is built like his, the owner usually understands that there are limitations due to the construction of the home, not our ability to install a new operator. I mentioned a few times where folks could not even get a car in the garage because the door did not open high enough. In those cases, using the techniques my Tech used & getting an extra 5"+ for him was enough to get a vehicle in & out of the garage & the other folks had all been thrilled that at least they could use the garage for a car!
The client insisted that our Tech assured him of a full opening before starting. By this time the Tech was back at the office so I asked if it was ok to put the call on speaker phone so the client, the Tech & myself would all be part of the conversation. I questioned about the idea that we were told he wanted the full opening & the Tech vehemently denied this. At this point the client backtracked... that maybe he thought he knew.....
We confirmed that no promises were made whatsoever by any GDS employee to get this door fully open. However as a Good Will - Good Faith gesture if in fact he chose the Specialty Operator we had offered earlier & he declined prior to our installation, that I would even up the offer to $150.00 off the cost of the replacement. I felt I was being more than fair considering we did everything we were asked to do in a professional manner & got him additional clearance for the door. We do not & will not sell any Used Parts or products, so the entire cost would be absorbed by me for a perfectly good unit here. He once again declined my offer. I asked what exactly he expected from us, & he said a full refund was what he wanted. Once again I stated my confusion here. We provided the exact product he asked for. The product works well with no issues or functional problems. We got the door open higher than it had opened before. We provided a safe operator working at code. Why would we possibly refund him for a product that was installed & functioning properly? This made no sense to me.
Finally I again stated our position that IF He Did Not Tell Us His Expectation how could we know what his goal was other than replacing an operator he was having ongoing problems with & wanted to replace so he could put his home up for sale?
Ultimately, I saw this as a no win situation for us & left it with him that if in fact he wanted the new Specialty Operator & would have an electrician run a new outlet, we would honor his $150.00 credit off the cost of the Specialty Operator. This reflects appx.40% discount from the cost of the original operator in order to offset part of his extra expense. Or he could stay with the new operator we had installed & have the 5"+ extra height than he had before. I did not & will not give a refund for a job & product done as requested & specified. Unfortunately, Communication Is Key in this case. The client failed to express his expectation to 3 different professional people who deal with issues like this all the time. We would have advised him accordingly if he communicated this to us BEFORE the work was done. Between the 3 of us we have almost 40 years combined experience & expertise in this industry. If we were told up front, we would have been able to set realistic expectations & either do the work or walk away from the project. I can loosely equate this to going to the doctor for a cough. He treats the cough, but then you call to complain about the stiff neck you still have. Yes the throat & neck are connected, but if you don't tell the doctor about your stiff neck....how is he/she expected to know you have a stiff neck & want it treated as well?
I am not making light of the issue or trying to compare them. I only state that if any client does not communicate to us, we cannot be expected to be mind readers & solve problems or issues that we do not even know exist!
For these reasons, I am very sorry that the client is not happy. However he has a new well running product & a higher opening than he had before. I feel communication on his part was the culprit here. We did what we committed to for him. However again in good will should he choose to go for the specialty operator I will make a final Good Will Concession & offer a $175.00 credit towards the specialty operator installation. We will not give a refund, but will hold this offer for the next 30 days.
Respectfully,
[redacted]
President
Initial Business Response /* (1000, 5, 2014/05/20) */
Contact Name and Title: *** ***
Contact Phone:
Contact Email: ***@aol.com
In over decades of stellar business, never did we have a client less sympathetic or empathetic to a real life problemOn the day
of installation, our truck broke down & had to be towed awayClearly, we had to call the client to rescheduleTypically in the very rare occasion when something like this occurs, people understand & are easy to deal with & rescheduleWe offered installation the next day but were told that they were unavailable
We got a very nasty message from the client, exclaiming that a truck breaking down....."is not my problem!" I was certainly taken backI have never had someone make such an issue over a break down of a vehicleI have been in business a long time & find that people are understanding & considerate of unforseen problems if they ever occur
I called the next morning to reschedule
He did not want to reschedule at times we had available & said he wanted to cancel the orderI tried to explain that there is a 20% factory restocking charge, but in light of the breakdown of our vehicle, I would waive the restocking feeHowever he shouted at me that he would just stop payment on his credit card before I finished, & hung up on me
The office issued credit In Full to his credit card before this complaint was filed
We have already gotten his charge reversed, so there should be no need for a claim of this nature
Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All Garage Door Specialists has done is lie to me, lie to my wife, call and leave harassing voicemails on my wife office phoneThey NEVER offered to come out the next day, they told me it would be another week and a halfWhat company does not show up for an appointment then makes the customer wait, besides the cable companyThey have been unprofessional from the start
Now they claim they have refunded my money, which is something they claimed this morning they would not do, but the Credit Card company has no credit issued when I just spoke with them
This claim and the CC DIspute will remain open until they can provide me proof of refund and apology from *** for his abuse and unprofessionalism
Final Business Response /* (4000, 21, 2014/06/19) */
Dear Sirs,
I am sending this in response to Case ID #XXXXXXXXThis claim has cost us more in man hours & effort than the case itself is forWe have gone over the details before, so I will just summarize the chain of events, our quick & rapid response and the feedback from our bank & merchant processing company
The garage door was to be installed on May 19, That afternoon we called to explain that the truck with the door broke down & had to be towed awayThus, we could not install that day and offered alternate daysThis client refused any other day & rudely demanded his deposit backAfter attempting to reason with him about an alternate date, we agreed to a refund
The refund, as the attached reflects, was processed at our office on May 20, at 10:am for $400.00, credit if fullOn May 21, Commerce Payment Systems (our credit card processing company) completed the refund transactionOn May 23, we had $debited from our company bank account at Buffalo Grove Bank & Trust
The credit card processing company and the bank both confirm that our refund has in fact been processed properly and in a "very" timely fashion from our endAs I see it, it is in the hands of the consumer's credit card company or bank to show where this credit came back to the consumerWe are unable to search his account for the refund, only he or his agent can do so
The nasty, untrue and libelous nature of the most recent complaint leaves me very bitter! Despite what I consider a very unreasonable response from the consumer about a truck break down, we were quickly responsive & issued credit within hours of his requestAll of our back up shows that the refund was handled in a very timely way
We NEVER have been approached by his bank, credit card company or anyone else as he suggestsWe have had no phone calls, emails, letters or any other correspondence concerning this matter, other than the Revdex.com complaints
I feel we have done what was asked for by this consumer and need to close the case on this ugly and unnecessary incidentOur reputation & track record had always been squeaky cleanFor over decades, we have managed to offer top shelf services, products & installations without having incidents of this natureWe wish to move on & hope the consumer does as wellI believe we have done and have documented our refund process adequately to put an end to this issue once & for all
Respectfully,
*** ***
President
Final Consumer Response /* (4200, 11, 2014/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 6/2, no credit has been issued per the credit card company
Initial Business Response /* (1000, 5, 2015/04/11) */
As a long term home repair & improvement business owner, I have paid painstaking attention to client satisfaction. For decades we have been proud of the High Quality Reputation for honesty & integrity our company has represented. We often...
bend over backwards to accommodate even the most picky of clients. We treat our clients as WE would want to be treated ourselves. We take the time & effort to discuss even the smallest repairs in depth prior to the repair, so that we understand the client's needs & expectations. Open dialogue & communication are key to a successful business relationship & project.
In this situation, we had 3 different GDS employees speak with this gentleman. All 3 of us were NEVER told a word about the door not fully opening until installation day. When the client called us he clearly described his desire to replace his electric operator because he had been having ongoing trouble with it. He even explained that his Father-In-Law installed it & he has had nothing but trouble with it. He further advised that he was putting his townhouse up for sale & just wanted the least expensive replacement possible. Our Customer Service Rep discussed different models & designs, but he wanted just the least expensive model we had. Never once did he mention the door not fully opening or the fact that this was the root cause of why he wanted to replace the existing operator. Not one word was ever mentioned.
As soon as our Installer Tech arrived & the client opened his garage door the Tech pointed out to him & discussed the door not fully opening. Even then the client never said the reason he wanted to replace it was to get it to fully open. The Tech measured the distance needed for a standard operator vs. the room needed due to the design of his garage. The soffit is an encased I-Beam holding up the second story of the home. This runs across the width of the garage & prevents a regular operator to be installed. This is the design of this townhouse & has been this way since it was built. These units were built probably 30+ years ago. There is nothing we as a garage door & operator company can do to modify the structure of someone's home!
The Tech called me to discuss the situation & the client's options. We discussed a specialty type operator that could be installed instead, but it was at a significantly higher cost. It does not have the long steel rail & chain system. Instead it mounts just above the garage door at the front of the garage. The client would also need to have an electrician run a grounded 115 volt outlet to that area first in order to have one of these installed. We are not licensed electricians so cannot do that type of electrical work & advised the client of this.
If in fact the client had even mentioned to our Tech that his goal was to have a full opening, we would have insisted that he go with the higher priced Specialty operator or we would have walked away respectfully from the job. However he NEVER said this was his goal or his expectation. After all, the door had been only partially opening for years. If we are not told that this was what was expected, how would we know what was wanted? The design of the home has been the same for the approximately 30+ years since it was built.
The Tech gave him the option of the specialty operator or the one he had brought to install. The tech even assured him he would do whatever he could to get the highest opening possible, but could not promise anything, again based solely on the soffit in the way. This was a custom install & he could not do much more no matter what he might try to do. The client declined the Specialty Operator & authorized us to do the replacement as originally scheduled. We then spent the next few hours on the removal of the old operator & installation of the one. As the client agrees, we were able to get an additional 5"+ from the new system. We did what we could to maximize the opening.
After voicing his dissatisfaction to him, my Tech again called me to discuss the project. Now the client stated that he thought we knew his only reason for replacing the operator was to get a full opening. This is just not true in any way, shape or form. Once again to reiterate, If in fact we knew he expected a full opening, we would have again explained that this was not possible in HIS particular construction. We would have left the job rather than give anyone false hopes or expectations! However we were NEVER told of his expectations prior to this already being completed.
I explained to the client that the rare time a home is built like his, the owner usually understands that there are limitations due to the construction of the home, not our ability to install a new operator. I mentioned a few times where folks could not even get a car in the garage because the door did not open high enough. In those cases, using the techniques my Tech used & getting an extra 5"+ for him was enough to get a vehicle in & out of the garage & the other folks had all been thrilled that at least they could use the garage for a car!
The client insisted that our Tech assured him of a full opening before starting. By this time the Tech was back at the office so I asked if it was ok to put the call on speaker phone so the client, the Tech & myself would all be part of the conversation. I questioned about the idea that we were told he wanted the full opening & the Tech vehemently denied this. At this point the client backtracked... that maybe he thought he knew.....
We confirmed that no promises were made whatsoever by any GDS employee to get this door fully open. However as a Good Will - Good Faith gesture if in fact he chose the Specialty Operator we had offered earlier & he declined prior to our installation, that I would even up the offer to $150.00 off the cost of the replacement. I felt I was being more than fair considering we did everything we were asked to do in a professional manner & got him additional clearance for the door. We do not & will not sell any Used Parts or products, so the entire cost would be absorbed by me for a perfectly good unit here. He once again declined my offer. I asked what exactly he expected from us, & he said a full refund was what he wanted. Once again I stated my confusion here. We provided the exact product he asked for. The product works well with no issues or functional problems. We got the door open higher than it had opened before. We provided a safe operator working at code. Why would we possibly refund him for a product that was installed & functioning properly? This made no sense to me.
Finally I again stated our position that IF He Did Not Tell Us His Expectation how could we know what his goal was other than replacing an operator he was having ongoing problems with & wanted to replace so he could put his home up for sale?
Ultimately, I saw this as a no win situation for us & left it with him that if in fact he wanted the new Specialty Operator & would have an electrician run a new outlet, we would honor his $150.00 credit off the cost of the Specialty Operator. This reflects appx.40% discount from the cost of the original operator in order to offset part of his extra expense. Or he could stay with the new operator we had installed & have the 5"+ extra height than he had before. I did not & will not give a refund for a job & product done as requested & specified. Unfortunately, Communication Is Key in this case. The client failed to express his expectation to 3 different professional people who deal with issues like this all the time. We would have advised him accordingly if he communicated this to us BEFORE the work was done. Between the 3 of us we have almost 40 years combined experience & expertise in this industry. If we were told up front, we would have been able to set realistic expectations & either do the work or walk away from the project. I can loosely equate this to going to the doctor for a cough. He treats the cough, but then you call to complain about the stiff neck you still have. Yes the throat & neck are connected, but if you don't tell the doctor about your stiff neck....how is he/she expected to know you have a stiff neck & want it treated as well?
I am not making light of the issue or trying to compare them. I only state that if any client does not communicate to us, we cannot be expected to be mind readers & solve problems or issues that we do not even know exist!
For these reasons, I am very sorry that the client is not happy. However he has a new well running product & a higher opening than he had before. I feel communication on his part was the culprit here. We did what we committed to for him. However again in good will should he choose to go for the specialty operator I will make a final Good Will Concession & offer a $175.00 credit towards the specialty operator installation. We will not give a refund, but will hold this offer for the next 30 days.
Respectfully,
[redacted]
President