Audio/Video Satellite Systems

Complaint: [redacted] I am rejecting this response because: we never saw the revised quote Douglas Garage showed with the items broken down by costThe quote we received is attached, that once again has all the items that we discussed included on the quoteEvery conversation I had with the sales rep said we wanted doors and motors, so it was my understanding that everything on that quote was included in the price, with the motors listed as my option, not optional Futhermore, the receipt Douglas Garage attached does not have my signature on the receipt THAT IS NOT MY SIGNATUREI never agreed to a $1,depositThe amount I thought was being charged to my credit card was the 50% of the quoted price of $2,064.42.Sincerely, [redacted]

In response to the complaint sent to you by [redacted] in regards to the garage doors he purchase from our company, the original quote that I sent to him was for (2) Haas garage door with windows for a price of $2,installed tax includedHe requested that the job be done for $ but we agreed on a reduced price of $2,for the doorsAt no time were the [redacted] openers included in the price-they were always listed as an OPTION In the body of the quote, I included an OPTION for [redacted] 3024-7ft chain drive openers for $390.00ea tax includedNowhere did it say that they were included in the total price at the bottomIf they were, they would have been a line item with a quantity listed as were the doors had On Oct 2nd, Mr& Mrs [redacted] visited our showroom to see the doors and at that time gave us a deposit to start the order as he indicated in his email dated Sept 28, (attached) He asked if he could use a credit card which he provided to us On 10/5/Mr [redacted] , in a phone call, told me that he did in fact want the new opener installed, so they were added to the order He did call and inquire whether or not to purchase belt drive or chain drive openers and opted for chain drive Mr [redacted] knew all along that a 50% deposit was required to start the order that is why his credit card was charged $which was approximately 50% of the job Nothing we did can be misconstrued as unethical as all the information regarding what was being provided and what was in option was in black and whiteI don’t know how they could think that an item that is clearly listed as an option is included in the job total Douglas garage door did nothing inappropriateEverything was always spelled out

First regarding the coupon Mrs [redacted] saw is for Estimates for GARAGE DOORS AND OPENERS REPLACEMENTS(see attachment) We do not go to homes an give FREE estimates on service repairsWhen a customer call's in and inquire about service calls we always let the customer know the following:$plus tax to come to the home which includes the 1st 1/hour of labor.$fuel charge, and any parts needed plus taxIf the 1st 1/hour exceeds we charge $per 1/hour of labor Mr [redacted] did call on 10/3/@ 11:am to complain about the billWe explained all the chargesBecause he was not happy we offered him 1/worth of labor of $off as a professional courtesyMr[redacted] was not happy with that, he wanted $off

In response to your rejection, you in fact did receive the revised estimate with the revised price, you attached a copy of itAll the same items were on itIt had the exact number of quantities and line items as the one with the prices broken out I sent that for clarification to show that there is not and never was a line item that showed that the garage door openers were included as they were always offered as an OPTION On 10/5/you told me that you wanted the opener included in the job- that is why I added them to the work order

In response to your rejection, you in fact did receive the revised estimate with the revised price, you attached a copy of it. All the same items were on it. It had the exact number of quantities and line items as the one with the prices broken out.
I sent that for clarification to show that there is not and never was a line item that showed that the garage door openers were included as they were always offered as an OPTION.
On 10/5/15 you told me that you wanted the opener included in the job- that is why I added them to the work order.

Complaint: [redacted]I am rejecting this response because: we never saw the revised quote Douglas Garage showed with the items broken down by cost. The quote we received is attached, that once again has all the items that we discussed included on the quote. Every conversation I had with the sales rep said we wanted doors and motors, so it was my understanding that everything on that quote was included in the price, with the motors listed as my option, not optional.  Futhermore, the receipt Douglas Garage attached does not have my signature on the receipt.  THAT IS NOT MY SIGNATURE. I never agreed to a $1,400 deposit. The amount I thought was being charged to my credit card was the 50% of the quoted price of $2,064.42.Sincerely,[redacted]

First regarding the coupon Mrs. [redacted] saw is for Estimates for GARAGE DOORS AND OPENERS REPLACEMENTS(see attachment).
We do not go to homes an give FREE estimates on service repairs. When a customer call's in and inquire about service calls we always let the customer know the following:$99. plus...

tax to come to the home which includes the 1st 1/2 hour of labor.$6.00 fuel charge, and any parts needed plus tax. If the 1st 1/2 hour exceeds we charge $40. per 1/2 hour of labor.
Mr. [redacted] did call on 10/3/14 @ 11:50 am to complain about the bill. We explained all the charges. Because he was not happy we offered him 1/2 worth of labor of $40.00 off as a professional courtesy. Mr.[redacted] was not happy with that, he wanted $160.00 off.

In response to the complaint sent to you by [redacted] in regards to the garage doors he purchase from our company, the original quote that I sent to him was for (2) Haas garage door with windows for a price of $2,123.98 installed tax included. He requested that the job be done for $2000.00...

but we agreed on a reduced price of $2,064.42 for the doors. At no time were the [redacted] openers included in the price-they were always listed as an OPTION.
In the body of the quote, I included an OPTION for [redacted] 3024-7ft chain drive openers for $390.00ea tax included. Nowhere did it say that they were included in the total price at the bottom. If they were, they would have been a line item with a quantity listed as were the doors had.
On Oct 2nd, 2015 Mr. & Mrs. [redacted] visited our showroom to see the doors and at that time gave us a deposit to start the order as he indicated in his email dated Sept 28, 2015 (attached) He asked if he could use a credit card which he provided to us.
On 10/5/15 Mr. [redacted], in a phone call, told me that he did in fact want the new opener installed, so they were added to the order.
He did call and inquire whether or not to purchase belt drive or chain drive openers and opted for chain drive.
Mr. [redacted] knew all along that a 50% deposit was required to start the order that is why his credit card was charged $1400.00 which was approximately 50% of the job.
Nothing we did can be misconstrued as unethical as all the information regarding what was being provided and what was in option was in black and white. I don’t know how they could think that an item that is clearly listed as an option is included in the job total.
Douglas garage door did nothing inappropriate. Everything was always spelled out.