4-T Door Systems, Inc.

We built a home 3 years ago and 4-T Door was contracted by our builder to install our garage door. When our final inspection came around and we were going over with our builder how to program our garage opener, our builder mentioned that he wished that 4-T would stop using the keyless entry pad that was installed on our garage because of the problems they had been having with them. Needless to say, it gave us no problems until about 2 years later when we called 4-T to fix another issue non-related to the keyless entry pad. When the repair man from 4-T door came out fix our issue (a loud banging when the door was opening), he plainly said that it looked like our door was not installed properly....upon which he proceeded to fix the issue and also tell us of the uselessness of our keyless entry pad. We were then told that he could install a "new and improved" model for a discounted price stating that our old keyless pad was somewhat dangerous. We of course didn't want our safety jeopardized so we had him install a new one. We were then presented with a bill on site that he said needed to be paid before he left. At the time we were questioning why we would have to pay for the repair we called about if their own service technician admitted to possible faulty installation. We wrote him a check and called 4-T Door promptly to let them know our concerns. We were told someone would call us back but didn't hear back for days, and then weeks so we called our builder to see if they could help us contact 4-T. They gave us the name of someone to call and we did to which he told us they had called but were unable to reach us. We both have up to date cell phones that alert us of missed calls and also have voicemails set up, we checked our phones and records and had no evidence of being called. That aside, John, who said he was a "manager" argued that we must have been too busy to call them back and that his service technician would never say something like that, basically saying we were making our concern up. We then asked to talk with the owner who said his name was Barry, and he started out nice but after questioning why we should have to pay for an incorrectly installed part, he became very loud and defensive, so much so that my husband put him on speaker (he was at work at the time) and had several managers at his office listen to the rants of Barry which ended in Barry saying that he would send us, "Our damn money back," and he then hung up on my husband. That was a month ago, we have still received no refund and basically just chalked it up to bad service and concluded that we would no longer do business with them in the future. Unfortunately, we had another garage door issue last week that needed attention so we contacted our builder due to the type of break we had and after researching that this was a rare problem to experience if installed correctly. We discussed with our builder our negative encounter with 4-T in the past so they said they would contact them for us. We waited for 4-T to call for several days and called our builder again upon which they said they would call 4-T again and have them tell us when they would be coming. Later that afternoon our door bell rang and there stood a service tech from 4-T Door. He was pleasant and I told him that my husband and I wanted to both be home when they came, the reason we were waiting for a call, but wanting the door fixed I told him to take a look at it. He knew what was wrong right away and fixed it. I asked him what happened and he said that the brackets that were used were poorly made and they snap off easily. Our screws sheared off the door also so he put 4 screws where 2 had been before and said that he does that to insure that this type of problem won't happen again. After he left I called 4-T to find out why we didn't receive a call, the girl said she just forgot, I then asked if our check was in the mail for our previous problem and she told me she would get accounting on the phone. After 10 minutes, I was greeted by Barry who said he was the Vice President and he was aware of our situation. He apologized for our problems but said we shouldn't expect warranty coverage after 3 years and on and on. I told him that my husband was hung up on by the owner, (I had no idea at this time that my husband had spoke to this same Barry guy) and he said that we never spoke with an owner at any time when we called, we were indeed talking to salesmen he said!!! Basically he lied, he knows it and we know it and regardless of whether we see a refund (which he said he was having accounting send right out) or not, we are incredibly disappointed with the lack of customer service and honesty. We started with what we think was a simple question to a service techs admission of improper service and ended with being made to look like we were trying to get something for nothing. Customer service is HUGE to us and that is why we took the time to place th