5 Star Overhead Door

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. After receiving ***’s rebuttal, I contacted the manufacturer of *** *** (*** ***) and they told me the glue tube I described *** using is for a smaller 10'garage door, so he didn't install it correctly (two continuous glue strips) the smaller tube is not enough for a double garage door, and that he is not listed as an authorized installer So, the part about "voiding the warranty" was a statement.As a grown woman, I knew that smearing glue every few inches, vs running a continuance bead of glue wouldn’t stop the water from coming in, that’s just common sense. It is actually the glue that would keep the water out. Just like putting painters tape down a line, if you don’t press it down the entire length, paint will get through where you didn’t!For a one foot circumference of water coming into my garage, of course spending $to replace the concrete was NOT an option.As to offering to coming back, there was one phone call on an afternoon of a dinner party. He is correct about that. But the or other communications about coming back? Never happened. As to my mother being rude? That is just a flat out non truth. She is a soft spoken year old lady. Did others call? You bet they did. I posted it on social media. While *** may know how to handle fixing a garage door, he did pitiful job at installing the *** *** product I watchedIt was a small tube of glue similar to a fl oz tube of ENot a caulking tube.Buyer's remorse? You betchaI might have well put $in the blenderThat might not be a lot of money for some, but it is for someone on a fixed incomeI feel taken advantage of and disappointed
Regards,
*** *** ***

Response: We had considered not making a reply to this complaint but in the end maybe it would do some goodSo below is a reply to the complaint listed by this one customer out of the thousands of very happy and satisfied customersWe are also fortunate to say that so far in all our years in this
business this has been the only customer complaint that we are aware ofSorry to say, this is simply a case of buyer’s remorse and a customer who was frustrated about priceOn 1/11/this customer contacted us about water getting into her garage and expressed her concern for ice forming inside on the floor and someone slipping/fallingWhile it is true *** *** is used successfully in many, perhaps most, cases like this there can never be a guarantee that it will work by anyoneWe explained this in great detail to this customer as we do with every customerShe was told that “this is the cheapest way to try and keep water from coming into the garage, but because the concrete in the garage and in the driveway were unlevel, perhaps due to settling (which is very common), that it may not work” and that “this could be a much cheaper fix than getting concrete work done like complete removal and a re-pour of concrete or cutting trenches and installing grates to allow for proper water runoff, or even foundation repair services.” At this point, we explained the cost would be $and that the work could only be done when not very cold and rainyWe also strongly recommended at least hrs for glue to cureIn April the customer, after many calls, was very insistent about getting the *** *** installedWe had to keep reminding her that it shouldn’t be installed when rainy but due to the persistence we finally found what seemed like a small window of “rain free” weather that we could try and put the *** *** downAfter discussing the job details and pricing she wanted to proceedSo we scheduled the appointment for 5/6/The installer got to the premise to survey the scope of the work again, reviewed the job parameters with the customer, and remind her that the cost would still run $The customer then said “I thought this was only going to run about $50-dollars” (Please note the materials cost alone was just shy of $90.00!)The serviceman again explained the material and labor costs and she still wanted to get it doneUnfortunately, that night, there was a “popup” rain showerAt this point, we weren’t sure if the glue may not have had time to cure or if additional sealing may have been requiredThe customer contends that “the serviceman didn’t use enough sealant”I guess she would know better with the few minutes she was in and out of the garage vsthe nearly year experienced serviceman who until this particular job never had a complaint about *** *** installationIn any case, we offered to come back out, weather permitting, on at least four different occasions but she either didn’t answer, or had “company over” which was understandableOn May 30th , Memorial Day (not June as customer stated), the customer called about having a broken springWe then offered to come out and fix both issues at the same timeWhen we estimated what the cost would be for fixing the spring she hesitated because “she didn’t know if she would have the money” and that “she would check on it and call us back”The next day, not a holiday, she called back and cancelled saying she “found someone to do it cheaper”Just as a side note, I know the “other company” and their pricingWe don’t charge for overtime on weekends or holidaysMost companies doThe other company may have charged her $20-less than what we quoted to do it for on that holidayIf they had come out the night before, like we were going to do, their “triple time” charges on a holiday alone would have been more than $100.00-on top of the regular cost of the repairSo in short, compare apples to apples and oranges to orangesBesides what we gave her was an estimate since there was no way to tell for sure what her door needed without seeing the setupThe price may have been less once we saw the actual spring setup againAlso, the customer displayed a not so respectful and haughty attitude and clearly indicated she was glad to save the few dollars she did on the spring repair by going with the other company on the next non-holiday business dayIn any case, these scenarios happen in business so you move on right? We figured she was happy at this pointBut all we received since is harassing calls from two or three of this customers family/friends that only understood her version of the situationOne of which was apparently her mother who wasn’t so nice as wellSo we would explain the situation the best we could but in the end would have to end conversations based on one’s inappropriatenessThis was unfortunate, as we were willing and making arrangements to look into the situation, as we always would, but in the end we were better left parting waysAt this point we didn’t see any benefit based on this customers and their friends/families behavior to risk sending out one of our workersAs to the claim that the “faulty work would have to be torn up”, this would be a very inaccurate statement for many reasonsHere’s just a fewFirst of all, there is still the very strong possibility of concrete work needed as mentioned aboveSecondly, the material is fine, it’s tough, but it just may need a little touch up, which we never got to do before things got ugly and threats were made by the customerThirdly, no residential overhead door is waterproofA driving rain or wind may not stop water from getting inWe could go on and on with “what if’s” but in any case the service and materials were provided with a full understanding of what to expect and the customer was remorseful that she wanted to pursue this route and that she spent the money giving it a tryI do however want to thank the customer for pointing out that the *** *** Logo was still on our website pageShe would like to claim “advertising”, but in reality we were with them at the time the website was setup, but, as many who have used that service know, they were plagued with troubles and we personally saw several accounts of bad business practices with them and discontinued using themPerhaps that’s why they are no longer known under that company name, they had to reform under Home AdvisorI did check into using them but they unfortunately had the same scams running as wellSent on: 10/15/10:23:PM

Response: This is a follletter to the accusations brought up in regard to complaint ID ***The customer has proven our point by contacting the *** *** manufacturer in regards to how much glue needs to be usedThe customer wants to say she was “in the garage the whole time” the material was being installed claiming there was only “one small tube of glue used”This was simply untrue as we use, and always have used, 3-small tubes (depending on the circumstances) of glue on a span of 16’ if we use the tubesSometimes we use the larger caulk size glue cartridgesThe manufacturer only sends a box of small tubes of glue for 100’ of materialThat’s why we have to buy more to complete most jobsThe customer, in this case, fails to recognize (because she was in the house, not in the garage) that after using one of the small tubes it was thrown in the garbage can so what was left won’t leak out onto any surface, and then we used the next tubeOn this job tubes were used generously all along the bottom of the materialThis proves the customer couldn’t have been in the garage, as she claims, or she would have seen thatBesides if the material was torn up, as she’s claiming she needs to do (it doesn’t), it would be proof enough that more than one small tube was usedAlso, in regards to being listed as an “authorized installer” we’re 100% confident that that would be a very short list anyway as we and the larger majority of garage door companies will not have an “authorized installer’ on the payrollWhile *** *** does take experience to install they sell this material to garage door suppliers all around the world most of which are not actually “authorized installers”It’s like buying toothpaste (which everyone has access to) and saying only a dentist can use it to brush your teethAlso, as stated in previous response, this is the only negative experience using this product that we have had from a customer in nearly yearsThis complaint only has to do with buyer’s remorse and being upset she spent $instead of “$5000.00” or more to fix concrete problems on her propertyRemember, we were trying to help save her time and money not rip anyone offHowever, it simply didn’t work and she was well aware that this could be the case from the beginningHer claim that we ”didn’t make the or 4” attempts to contact her to resolve this issue is trueThe reality is we have phone records that prove there were at least attempts, not the or we originally thought, that were made on two of the numbers we had listed for this customerThere may have been more numbers but we stopped looking after the point was provenAs to the customers mother’s involvement… we’re not sure why she was in this to begin with but she certainly wasn’t “the soft spoken old lady” towards the end of the conversation as we tried to explain (again) what we already covered in our last responseThings were just escalating and we were being aggressively overtalked for most of the conversation and weren’t making any progress so we were left with one alternative and that was to end the conversationLastly, by the customers own admission, this is a case of buyers remorse and pricing issue both of which are not something the Revdex.com gets involved with according to their own website at https://www.Revdex.com.org/louisville/get-consumer-help/Revdex.com-complaint-pro...⇄ where it states: Below is a list of complaints that are beyond the purview of the Revdex.com: • Employee/business disputes • Discrimination or harassment claims • Complaints alleging criminal acts may be filed (Revdex.com may refer the consumer to law enorcement if deemed appropriate) • Claims already tried in a court of law • Cases that are already in litigation (The case must be formally filedTalking with an attorney is not litigation) • Civil rights claims • Regarding care provided by a medical professional (Complaints involving patient/client billing will be accepted) • Against companies that are out of business • Regarding the collection of a debt (the Revdex.com cannot act as a collection agency) • Issues based solely on dissatisfaction of price • Buyers remorse • Complaints against an individual • Complaints seeking compensation or damages in excess of amount paid • Third-party complaints • When complainants are not seeking a resolution • Anonymous complaints Therefore we respectfully ask that this case be closed and negative ratings removed as we made efforts to help this customer from the beginning and disclosed all possible outcomes, but in the end it wasn’t possible because of this property’s concrete condition and the customers threatening demeanor (which we also have on recordings)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It appears that this is going to be a he said/she said. Trust me, I wouldn't waste my time dickering back and forth if I weren't trying to protect others.  As I stated, I contacted the manufacturer, and they are suggesting I put a strip of liquid nail down, so that's what I will attempt to do.  [redacted], shame on you for the comment about attempts to contact. I am retired and here at home 90% of the time.  If you have a log of calls as you state, I would be interested in seeing that via email.  If you have a "unavailable" number that comes up, no, I wouldn't have answered. But I have a message machine and no messages were left.  I'm done.  I've made a complaint, which was time consuming, but I've said my piece. Disappointed at untruths, 
[redacted]  [redacted]