All American Door

We recently had a torsion spring break We received an estimate over the phone When the technician arrived, he quoted us over $higher than the phone estimate They scheduled a later visit for 3:pm to 5:pm to install a clamp I made arrangements to leave work early to be there When they did not show up by 5:00, we called They said "he is stuck in traffic" and they would call back with an ETA They did not call back When we called back at 5:45, they did not answer We left a message They called back at 6:saying they could be there at 7: When he arrived at 7:25, we asked if he knew what time he was supposed to be there (3:00!) He said he didn't know and he thought we were the last one of the day Swallowing my anger and frustration (because we need a functioning garage door going into winter) I explained that we were off to a VERY bad start, and that my family's time was also important He reacted as if nothing was the problem and would not make eye contact (I genuinely think he had no idea he was late) When I told him we were not happy and probably needed to end our business , he turned and went back to his truck While I was still asking him a question, he slammed the door and peeled out of the driveway We understand that this is a busy season and that schedules change, but a second phone call could have solved this Poor communication between technician and office and poorer communication between office and customer Plus, rude face-to-face customer service finished off with a tantrum and storm-out We chose them due to the Revdex.com rating Not sure how they achieved this

I am rejecting this response because:
As I originally posted, Damage caused by improper installation would void any warranty with LiftMaster, as stated by LiftMasterAll American Door claims that I was adamant the springs were too small and I would not take Matt’s word the springs were correctThat is false, Matt (All American Door’s tech) acknowledged the springs were too small and when finished told me the correct springs were now installed
Below I have included Lift Master’s instructions on how to test the balance of a garage door:
How do I test the balance of the garage door?
With the door still disconnected, open and close the door by handThe door should move easily with one handIf the door sticks or binds, remove any obstructions and lubricate the door track, rollers, and hingesAfter lubricating the door check if the door is still sticking or bindingIf you are unable to resolve the sticking or binding issue, contact a professional door technician Open the door half way and then release itThe door should remain in place completely supported by its springs• If the door slowly rises upwards or falls to the floor gently, this is acceptable. • If the door slams shut or shoots upward with force, the door is out of balance. If the door fails the balance test, contact a professional door technician.
After your tech left my home the first time, lifting the door with one hand easily was not possible, you could not easily lift the door with two handsWhen the door was opened halfway as instructed by LiftMaster, the door would slam to the bottomAccording to LiftMaster, this means the springs were severely too smallWhen I asked All American Door to come out the second time, they said they would send a manager outThey sent the same technician who performed the original serviceWhy wasn’t a manager or different technician sent out to properly assess the situation when there is a dispute?
As I originally posted, Damage caused by improper installation would void any warranty with LiftMaster, as stated by LiftMasterAll American Door claims that I was adamant the springs were too small and I would not take Matt’s word the springs were correctThat is false, Matt (All American Door’s tech) acknowledged the springs were too small and when finished told me the correct springs were now installed
I did not ask Elite to leave the damaged opener since the springs All American originally installed were still in place, enough proof to show All American the incorrect size springs were installed, which their tech acknowledgedI would be more than happy to have All American come back out and put the springs they originally installed back on to prove how heavy the door was I don’t believe Elite’s tech to be dishonest, and he did not state this belt was unavailable as you claim: “Elite was also dishonest when they told the customer that Liftmaster no longer makes that particular belt.” Elite did not falsely claim the springs were too small, according to LiftMasters recommendations, they were
Because I have the springs installed on my garage door, I am willing to accept a full refund of $minus All American’s cost of the springs http://liftmaster.custhelp.com/app/answers/detail/a_id/2460/~/how-to-test-the-ba...⇄

All American Door did not install springs that were "severely" to small That is blatantly false The door was balanced when Matt left Mr*** home on 4/15/ Mr*** called us back out months later, because he had another company out that falsely claimed we put in
the wrong springs so that they could install a new garage door opener, instead of honoring the lifetime belt warranty that Liftmaster puts on all of their belt rails When Matt from All American Door went out to Mr*** home on 7/he checked the balance of the door Mr *** was adamant that we put on different springs and would not take Matt's word that the springs were in fact, correct Matt put on new spring that was size higher Certainly not severely wrong, or even lbs off
I spoke with my Liftmaster rep and he says that a heavy door (if in fact the wrong springs were installed), would not have caused the belt to snap A gear may go bad in a years time, but certainly not a belt That is why they put a lifetime warranty on it They would not put a lifetime warranty on a part that could easily break if a door was heavy Doors become heavy over time, it is a very common thing to happen because rarely to customers check their door balance on a regular basis
Further, All American Door was never shown this broken belt If Elite was serious about our incorrect install, they would have left the opener there so the customer would have proof, and have us be able inspect and make sure that the belt was indeed broken Elite was also dishonest when they told the customer that Liftmaster no longer makes that particular belt
I offered to refund Mr*** $because of the inconvenience We are not able to refund the entire amount because he has the springs installed on his garage door and we have not seen the opener that was broken At the time of the spring install, Matt noted the opener was in fair condition, not good condition

All American Door did not install springs that were "severely" to small That is blatantly false The door was balanced when Matt left Mr*** home on 4/15/ Mr*** called us back out months later, because he had another company out that falsely claimed we put in the
wrong springs so that they could install a new garage door opener, instead of honoring the lifetime belt warranty that Liftmaster puts on all of their belt rails When Matt from All American Door went out to Mr*** home on 7/he checked the balance of the door Mr *** was adamant that we put on different springs and would not take Matt's word that the springs were in fact, correct Matt put on new spring that was size higher Certainly not severely wrong, or even lbs off I spoke with my Liftmaster rep and he says that a heavy door (if in fact the wrong springs were installed), would not have caused the belt to snap A gear may go bad in a years time, but certainly not a belt That is why they put a lifetime warranty on it They would not put a lifetime warranty on a part that could easily break if a door was heavy Doors become heavy over time, it is a very common thing to happen because rarely to customers check their door balance on a regular basis Further, All American Door was never shown this broken belt If Elite was serious about our incorrect install, they would have left the opener there so the customer would have proof, and have us be able inspect and make sure that the belt was indeed broken Elite was also dishonest when they told the customer that Liftmaster no longer makes that particular belt I offered to refund Mr*** $because of the inconvenience We are not able to refund the entire amount because he has the springs installed on his garage door and we have not seen the opener that was broken At the time of the spring install, Matt noted the opener was in fair condition, not good condition

I am rejecting this response because: As I originally posted, Damage caused by improper installation would void any warranty with LiftMaster, as stated by LiftMasterAll American Door claims that I was adamant the springs were too small and I would not take Matt’s word the springs were correctThat is false, Matt (All American Door’s tech) acknowledged the springs were too small and when finished told me the correct springs were now installedBelow I have included Lift Master’s instructions on how to test the balance of a garage door: How do I test the balance of the garage door? With the door still disconnected, open and close the door by handThe door should move easily with one handIf the door sticks or binds, remove any obstructions and lubricate the door track, rollers, and hingesAfter lubricating the door check if the door is still sticking or bindingIf you are unable to resolve the sticking or binding issue, contact a professional door technicianOpen the door half way and then release itThe door should remain in place completely supported by its springs• If the door slowly rises upwards or falls to the floor gently, this is acceptable. • If the door slams shut or shoots upward with force, the door is out of balance. If the door fails the balance test, contact a professional door technician. After your tech left my home the first time, lifting the door with one hand easily was not possible, you could not easily lift the door with two handsWhen the door was opened halfway as instructed by LiftMaster, the door would slam to the bottomAccording to LiftMaster, this means the springs were severely too smallWhen I asked All American Door to come out the second time, they said they would send a manager outThey sent the same technician who performed the original serviceWhy wasn’t a manager or different technician sent out to properly assess the situation when there is a dispute? As I originally posted, Damage caused by improper installation would void any warranty with LiftMaster, as stated by LiftMasterAll American Door claims that I was adamant the springs were too small and I would not take Matt’s word the springs were correctThat is false, Matt (All American Door’s tech) acknowledged the springs were too small and when finished told me the correct springs were now installedI did not ask Elite to leave the damaged opener since the springs All American originally installed were still in place, enough proof to show All American the incorrect size springs were installed, which their tech acknowledgedI would be more than happy to have All American come back out and put the springs they originally installed back on to prove how heavy the door wasI don’t believe Elite’s tech to be dishonest, and he did not state this belt was unavailable as you claim: “Elite was also dishonest when they told the customer that Liftmaster no longer makes that particular belt.” Elite did not falsely claim the springs were too small, according to LiftMasters recommendations, they wereBecause I have the springs installed on my garage door, I am willing to accept a full refund of $minus All American’s cost of the springshttp://liftmaster.custhelp.com/app/answers/detail/a_id/2460/~/how-to-test...⇄

Initial Business Response /* (1000, 10, 2014/08/14) */
First off, We are sorry that your month old door received damageWe did not install your opener and illegally mount your sensorsOn separate occasions, we have sent out different employees, a supervisor and and technician
Both came to the same conclusion that something hit the door, probably a car
When we went out to replace the panels that we said we would replace, there was a 3rd panel that was damaged because the customer was using his door while inoperableWe offered to replace that panel at a deep discount and the customer refusedMy manager had taken pictures when he was out there to assess the damage, and there was only damage to the panelsnot the 3rdAt that point, when the customer again refused to accept any responsibility and pay for 3rd section, we offered to give him a full 100% discountHe accepted that offer
Initial Consumer Rebuttal /* (3000, 12, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Never once did I ever suggest or imply that they installed my garage door opener or illegally place the safety sensorsWhat I did say is I had requested they be moved to the proper location and they were notMy failure is in not having followed up prior to the failure of the door
My responsibility ended there, the door that was installed in my garage did NOT meet state building codeTHAT was the reason for its failure,substandard and of poor qualityThe door was not wind loaded as per state code nor was it properly labeled for such wind load adherenceThey never pulled a building permit as per city code,therefore NO inspection and nobody to call them out on the issueAlso, it is code that an installer cannot attach/connect an existing opener that does not have safety sensors or without those sensors properly positioned and functioningI discussed all these issues with the owner and he replied "if you wanted the door to be wind loaded we could do it for $179"I explained that I do not buy UP TO the state code,its where his work is supposed to BEGINThe so called contact point that was pointed out by the supervisor is ABOVE the bumper of the ONLY vehicle that had access to the garage, my truck cant even enter the garage, not to mention there was NO damage below that pointTherefore, the claim is bogusThere was never any discussion of replacing two panels, the discussion and my request was always the replacement of the entire doorYes, we continued to operate the door manually for the WEEKS it took to resolve the issue, we needed access to our garage....mower etc
On separate phone calls the owner agreed to replace the door at no expense and to bring the door into code complianceWhen the technician arrived on the date scheduled he stayed approximately minutes and left, stating he would be back by 4pm and needed to go to the warehouse for additional sections for the doorHe never returnedI never received a phone call or explanationI had to call and ask what was going onAt that point I was told they were not going to replace the door but only two sections and I had to pay for the restI declined and stated I would continue with the complaint process through the city, state labor board, Revdex.com and small claims courtThe owner offered me a full refund and I acceptedI now have a fully code compliant door installed by another company and the difference in cost was less than half what he "offered" to bring the old one into compliance

Initial Business Response /* (1000, 8, 2014/08/14) */
Mr. [redacted] is Mistaken. We have attempted to contact him on several occasions to explain the mix up. We installed 2 springs in 2007 for this customer. Approx 5 years later in 2012 one of those springs broke again. So we replaced One...

of those two springs. His warranty was not in effect so we charged him to replace one spring. Now the other spring has broken and he thinks its the one we just replaced in 2011. It is NOT that spring. It was The OTHER SIDE of the spring we installed in 2007. He now has 2 springs replaced again. It was NOT the same spring we just replaced. We have called to speak to Mr [redacted] and have had no luck reaching him.

Initial Business Response /* (1000, 8, 2014/03/31) */
[redacted]
Fridley, MN 55421
March 31, 2014
Re: Mr. [redacted]
File No: [redacted]
On March 11, 2014, Mr. [redacted] contacted us by telephone after finding us online. ...

He spoke with an office employee by the name of [redacted]. He scheduled an appointment for the following day, March 12, between the hours of 1-3. At that time, Mr [redacted] was told that our service call is $49 to come out and the technician would go over the repair after the diagnosis and before any work was performed. He was also quoted a price of $60 for the keypad.
Our service technician, [redacted], arrived at the property at [redacted], Hopkins, MN 55343 at 2:35 pm on March 12. After [redacted] diagnosed the repair, he found that the safety eyes needed to be replaced. He quoted him $119.95 for a pair of Liftmaster safety eyes. He also gave him an open box special keypad for the price of $40, which is cheaper than the $60 that was quoted. It was not an used keypad, but had a few scuffs on the upper corner of the covers because it was in an open box. [redacted] was finished with his repair at 3:36 pm. Not only did [redacted] provide the service that was approved via the signature on the invoice, he also cleaned off the wall buttons for the openers, he lubricated both of the garage doors hinges and rollers. The rollers and hinges had been extremely neglected, and never lubricated. He did this twice so the garage doors ran more quietly and efficiently. Not only that, he remounted the safety eyes on the other garage door because the wires were twisted together. This prevented the corrosion of the wires, therefore the life of the existing safety eyes.
The prices that Mr. [redacted] found online are not retail prices. Those prices are wholesale, not retail. In fact, when at Liftmaster.com, the manufacturer charges $49.95 for the Universal keypad. That does not include installation, tax, or shipping and handling. The prices that Mr. [redacted] found are actually cheaper than what we purchase them for. We chose to order our parts locally, and from local distributors. Yes, we could get our parts from China, and increase our bottom line and skirt the whole local sales tax. However, we feel strongly about not doing so. We pride ourselves in supporting the local economy and paying local sales tax on all of our parts. We also pride ourselves in providing very fast and professional service. When you order the safety eyes online, they do not come with the brackets that mount the safety eyes. They often take 3-5 business days to arrive. They do not come with a 30 day labor warranty or 2 year part warranty. I know that Mr. [redacted] was leaving town, so there was value to our quick and professional service. He would not have gotten his door lubricated or his other set of safety eyes remounted. This is preventative maintenance.
Prompt, competent, and professional service isn't a fluke. By the time a technician has arrived on a job site, [redacted]. has already incurred substantial overhead costs. The cost of doing business is sometimes overlooked by a customer when paying for services rendered.
A few examples would be:
Insurance- auto, general liability, workers compensation.
Taxes- income, property, business, Social Security, FICA, state and federal
Quality Control
Computer networks and software support
Certified training courses
Print Advertising
Radio Advertising
Internet Advertising
Business expenses- accounting and licensing, etc..
Vehicle Maintenance and operations
Management and Administration
Tools and Uniforms
Industry Specific Equipment
The refund that Mr. [redacted] is requesting is not feasible. Even if we purchased the parts at the cost that he found online (which does not include the taxes, or shipping and handling), it would leave little to spread around to pay for all the overhead listed above. Our technicians deserve to earn a good wage as well. We do not pay Walmart wages. We take great pride in providing the most up to date training techniques and product educations updates to our repair professionals. By doing this, we are able to install confidence in all our customers, guaranteeing their garage door repairs and and or installations are done professionally and accurately. We are a small, family owned business, we are not Walmart. We are very competitively priced in the Twin Cities Market. We are an accredited member of the Revdex.com as well.
It is unfortunate that Mr. [redacted] feels he was overcharged. Instead of contacting the Attorney General over a $120, I feel it would have been appropriate to call the office and speak with management about an issue. We value and appreciate all of our customers. I am sure we could have come to a resolution before escalating this to such a serious degree. [redacted]. does have a coupon on our website:garage-door-minneapolis.com for $15 off any garage door opener repair. I will gladly mail out a check in that amount if Mr. [redacted] finds that acceptable.
Sincerely,
[redacted]
Owner
Initial Consumer Rebuttal /* (3000, 10, 2014/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All I am disputing is the markup of over 400% on the parts that I needed. I can't understand why All American Door is not buying parts wholesale. A simple Internet search show the parts they used to be marked up by over 400% of RETAIL. These are name brand parts that AAD already uses! There are multiple Internet sites that show prices for keypads and sensors at retail at prices way below the prices they charge. In essence, they are price gauging as they are already at your house and you have already been charged their $49 "show up" fee. I was quoted $130 for the sensors and when I questioned it the rep said that it was really $120 and that he had made an error - really? Without some refund on these parts I cannot see how this can be resolved. A charge of $120 for a $25 dollar part is ridiculous. A $40 charge for a damaged keypad that retails for $15 is highway robbery. I personally don't care whether AAD is a mom and pop business or Walmart. The prices they charge for parts is crazy and they won't be in business long if they keep "robbing" their customers...

We recently had a torsion spring break. We received an estimate over the phone. When the technician arrived, he quoted us over $90 higher than the phone estimate. They scheduled a later visit for 3:00 pm to 5:00 pm to install a clamp. I made arrangements to leave work early to be there. When they did not show up by 5:00, we called. They said "he is stuck in traffic" and they would call back with an ETA. They did not call back. When we called back at 5:45, they did not answer. We left a message. They called back at 6:41 saying they could be there at 7:20. When he arrived at 7:25, we asked if he knew what time he was supposed to be there (3:00!). He said he didn't know and he thought we were the last one of the day. Swallowing my anger and frustration (because we need a functioning garage door going into winter) I explained that we were off to a VERY bad start, and that my family's time was also important. He reacted as if nothing was the problem and would not make eye contact (I genuinely think he had no idea he was late). When I told him we were not happy and probably needed to end our business , he turned and went back to his truck. While I was still asking him a question, he slammed the door and peeled out of the driveway. We understand that this is a busy season and that schedules change, but a 20 second phone call could have solved this. Poor communication between technician and office and poorer communication between office and customer. Plus, rude face-to-face customer service finished off with a tantrum and storm-out. We chose them due to the Revdex.com rating. Not sure how they achieved this...

This company installed my garage door and opener. The service while being performed was great. However, less than a year later, the garage door was unable to close. I called and a technician came out that day, but mentioned no parts were damaged and tightened up a few items, all while initially charging me $140, but came down to $100 after I mentioned they did the install. Two days later, the garage door again broke and was unable to be closed. This now, being the second day I have to leave my garage door open during the day/night with all of my valuables able to be taken (let alone, access to my backyard and house). When calling, they were unable to use their "emergency 24/7 service" without charging a fee, even though, they came two days before and guaranteed their service for a measly 90 days.
I am currently sitting with an open invitation to my house, family and valuables, as my garage door cannot close and they will not come out until the next day while the wife and I are at work, as apparently, their service warranty does not cover emergency hours.
I highly suggest using another company, who is willing to honor their service and take care of their customers, while this company obviously will not. Their fees are equivalent to others, and I would imagine, the other companies would honor the work they perform.