Automatic Overhead Door

Automatic Overhead Door Company spoke with [redacted] on May 5, and shared with him that we truly thought the color matter had been resolvedHowever, upon receiving his complaint & reply, we acknowledge that he feels there is a concern that needs addressedWe have shared documentation with the [redacted] that show the color matching and proof that we did in deed order the correct "Taupe" sections with the factoryThe customer still feels that the sections are not the correct color We asked [redacted] to allow us to come and inspect the sections or to send us pictures of the inside and outside of the door so that we can share these pictures with the factory for them to consider the color matching concernBelow is an email that we sent the Anderson's yesterday on May 5th, Dear [redacted] , Thank-you for talking to [redacted] and I today regarding your garage door concernIt truly is our goal to make sure you are satisfied with the garage door sections that are on your homeWe would appreciate you taking pictures from the outside and inside of the entire garage door so that we can then forward the pictures to the factory to assess the color dilemmaAs we discussed, we would be glad to come up and take the pictures, if you would preferWe feel this would be the best way to address the concern since [redacted] makes the product Thank-you for your time in helping us with this concernHopefully together we can bring about a satisfactory result

Dear [redacted] and the Revdex.com Staff, Thank you for contacting us regarding [redacted] and [redacted] garage door concern [redacted] originally contacted us roughly on March 29, stating that their neighbor ran into their garage doorIn additional /> to his phone call, he submitted a letter, pictures, sizes and a sample piece of siding that he indicated was a close match to his garage door color On May 2013, [redacted] provided a credit card deposit to order 2- 12’ wide sectionsOn this same day, we ordered the 12’ wide sections with the factory, [redacted] *** [redacted] Upon receipt of the sections from the factory, we arrange installation and on June 19th, our mechanic delivered the 12’ sections ordered by [redacted] ***However, upon arrival and measuring, our mechanic discovered that [redacted] had provided the wrong size sections [redacted] did confirm that the sections were the correct color, “Taupe” and even confirms this in his letter to the Revdex.com Our salesman contact the [redacted] concerning the size difference and on August 2, we received the go ahead from [redacted] to order the 10’ sectionsAt this time, [redacted] agreed to pay the restocking fee of the original special order 12’ sectionsWe ordered the same color “Taupe” sections as the original order [redacted] *** [redacted] On August 27, 2013m our mechanic installed the 2- 10’ taupe sectionsThe sections come crafted form the factory and upon installation; our mechanic noted that here was a small dent in the #section On August 28, 2013, we received the [redacted] emailed letter from [redacted] ***sharing his section color concernsTheir old sections were secured and within a few days, [redacted] came to the Automatic Overhead Door Company office to discuss the color concern and pick up their old sectionsAt this visit, the [redacted] and salesman showed [redacted] that their old sections were dirty due to their dirt driveway and that most likely if they washed the entire door that they would find that the sections would be a close match [redacted] took their old sections and even called back to the office to get the name of the cleaner we used on the sample washing performed at Automatic Overhead Door Company ON August 29, 2013, we ordered a replacement “taupe” section under warrantySee the [redacted] Unfortunately, this replacement section has not been installed as [redacted] feel that section’s we provided do not match the color of their original door On September 19, 2013, we invoiced for the balance on the work ordered and performed To date, we have made many attempts to provide customer satisfaction [redacted] ***We have placed orders with the factory on their behalf and according to our mechanics and the pictures provided by [redacted] ***, the door in question is taupeIf [redacted] can take new pictures of the garage door on the inside as well as the outside and send them to us, we would be glad to share them with the factoryThe current pictures we have of the inside of the garage show that the meeting rails are taupe [redacted] ***Comparing the meeting rails of the inside of the door will most likely give the customer the best view of color matching as the inside of the garage is not exposed to as many weather elements as the outside of the door Additionally, if the [redacted] could take a picture of all stickers on the original door, springs and track, we can track their original order using these identifying tracking numbersThe door should be closed and not moving when the pictures are takenIf the [redacted] are not comfortable taking these pictures, we will be glad to come to their home and take the necessary pictures In conclusion, please [redacted] ***: [redacted] original pictures of the garage door (inside & out) and his size measurements that he provided on the stickers on the picture that initiated his original order See the pictures showing the factory offered colors for the steel door against the picture of the [redacted] garage door that the taupe color is the correct color match Note that we ordered taupe in all orders with the factory We are more than willing to install the replacement section under warranty for the section that has the small dent provided that the [redacted] agree that the color is satisfactory and are willing to pay the balance of service rendered Thank you for your assistance in this matterWe have been in business for years and have a good rating with the Revdex.com because we appreciate our customers and value the business our customers give usAdditionally, we appreciate the service you provide to the community and hope that the [redacted] are willing to work with us to resolve this matter [redacted]

Automatic Overhead Door Company spoke with [redacted] on May 5, 2014 and shared with him that we truly thought the color matter had been resolved. However, upon receiving his complaint & reply, we acknowledge that he feels there is a concern that needs addressed. We have shared documentation with the [redacted] that show the color matching and proof that we did in deed order the correct "Taupe" sections with the factory. The customer still feels that the sections are not the correct color.  We asked [redacted] to allow us to come and inspect the sections or to send us pictures of the inside and outside of the door so that we can share these pictures with the factory for them to consider the color matching concern. Below is an email that we sent the Anderson's yesterday on May 5th, 2014. 
Dear [redacted],
Thank-you for talking to [redacted] and I today regarding your garage door concern. It truly is our goal to make sure you are satisfied with the garage door sections that are on your home. We would appreciate you taking pictures from the outside and inside of the entire garage door so that we can then forward the pictures to the factory to assess the color dilemma. As we discussed, we would be glad to come up and take the pictures, if you would prefer. We feel this would be the
best way to address the concern since [redacted] makes the product.
Thank-you for your time in helping us with this concern. Hopefully together we can bring about a satisfactory result.

Dear [redacted] and the Revdex.com Staff,
Thank you for contacting us regarding ** and [redacted] garage door concern. [redacted] originally contacted us roughly on March
29, 2013 stating that their neighbor ran into their garage door. In additional
/>
to his phone call, he submitted a letter, pictures, sizes and a sample piece of
siding that he indicated was a close match to his garage door color.  On May 8. 2013, [redacted] provided a credit
card deposit to order 2- 12’ wide sections. On this same day, we ordered the 12’
wide sections with the factory, [redacted]
Upon receipt of the sections from the factory, we arrange
installation and on June 19th, 2013 our mechanic delivered the 12’
sections ordered by [redacted]. However, upon arrival and measuring, our mechanic
discovered that [redacted] had provided the wrong size sections. [redacted] did
confirm that the sections were the correct color, “Taupe” and even confirms
this in his letter to the Revdex.com.
Our salesman contact the [redacted] concerning the size difference
and on August 2, 2013 we received the go ahead from [redacted] to order the 10’
sections. At this time, [redacted] agreed to pay the restocking fee of the original
special order 12’ sections. We ordered the same color “Taupe” sections as the
original order. [redacted]
On August 27, 2013m our mechanic installed the 2- 10’ taupe
sections. The sections come crafted form the factory and upon installation; our
mechanic noted that here was a small dent in the #2 section.
On August 28, 2013, we received the [redacted] emailed letter
from [redacted]8 sharing his section color concerns. Their old sections
were secured and within a few days, [redacted] came to the Automatic Overhead
Door Company office to discuss the color concern and pick up their old
sections. At this visit, the [redacted] and salesman showed [redacted] that
their old sections were dirty due to their dirt driveway and that most likely if
they washed the entire door that they would find that the sections would be a
close match. [redacted] took their old sections and even called back to the
office to get the name of the cleaner we used on the sample washing performed
at Automatic Overhead Door Company.
ON August 29, 2013, we ordered a replacement “taupe” section
under warranty. See the [redacted]. Unfortunately,
this replacement section has not been installed as [redacted] feel that section’s
we provided do not match the color of their original door.
On September 19, 2013, we invoiced for the balance on the
work ordered and performed.
To date, we have made many attempts to provide customer satisfaction
[redacted]. We have placed 3 orders with the factory on their behalf and
according to our mechanics and the pictures provided by [redacted], the door in
question is taupe. If [redacted] can take new pictures of the garage door on
the inside as well as the outside and send them to us, we would be glad to
share them with the factory. The current pictures we have of the inside of the
garage show that the meeting rails are taupe. [redacted]. Comparing the
meeting rails of the inside of the door will most likely give the customer the
best view of color matching as the inside of the garage is not exposed to as
many weather elements as the outside of the door.
Additionally, if the [redacted] could take a picture of all
stickers on the original door, springs and track, we can track their original
order using these identifying tracking numbers. The door should be closed and
not moving when the pictures are taken. If the [redacted] are not comfortable
taking these pictures, we will be glad to come to their home and take the
necessary pictures.
In conclusion, please [redacted]:
[redacted] original pictures of the garage door (inside &
out) and his size measurements that he provided on the stickers on the picture
that initiated his original order.
See the pictures showing the factory offered colors for the
steel door against the picture of the [redacted] garage door that the taupe color
is the correct color match.
Note that we ordered taupe in all 3 orders with the factory.
We are more than willing to install the replacement section
under warranty for the section that has the small dent provided that the
[redacted] agree that the color is satisfactory and are willing to pay the balance
of service rendered.
Thank you for your assistance in this matter. We have been
in business for 31 years and have a good rating with the Revdex.com
because we appreciate our customers and value the business our customers give
us. Additionally, we appreciate the service you provide to the community and
hope that the [redacted] are willing to work with us to resolve this matter. [redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear [redacted]
At this point, we do not consider this case to be resolved.
We are in receipt of Automatic Overhead Door Co (AODC)
letter to you dated April 21, 2014.
[redacted] has somewhat accurately described the
events that have transpired between us and
AODC from the beginning of the relationship and from AODC's
perspective. What she has not done is
describe how we got into this mess in the first place.
To put it simply, an AODC technician installed two door
panels into our garage door that are the wrong
color and do not match the original door panels. This has
nothing to do with dirt or fading or any of that
stuff. The technician then took our original slightly dented
door panels and left with them on his truck.
They were not AODC doors and he had no right to take them.
Had the technician been properly trained as a smart person
would have done, he would have checked
to see that the panels he was about to install did or did
not match the existing panels in our door. He
would have then taken them back to AODC for them to work out
the color discrepancy with the door
manufacturer [redacted]. This was never our responsibility
in the first place. But since the technician
did place the wrong color panels in our door AODC has
insisted that we accept these and pay them for
the wrong color door panels. They claim that they always
ordered "Taupe" colored doors. That appears
to be the case, but the last time they ordered
"Taupe" another color or factory defect was in the box.
Because they aren't the same color as the early wrongly
ordered 12' panels were, which the then
technician AND I BOTH AGREED WERE EXACTLY THE CORRECT COLOR.
Therefore we know that the
manufacturer does make the correct color panels. We just
don't have two of them installed in our door.
Why then should we be expected to pay for door panels of the
wrong color when AODC could have
solved the problem with the manufacturer and have a happy
customer rather than an irate one. AODC
simply doesn't care. They ordered taupe so they must be
taupe. End of story! Well they may be labeled
taupe, rosemary or tine, but they are the wrong color.
How then are we to deal with a contractor that will not
admit their error and shift the problem of
payment to us? If was an attorney, I would have already
taken them to court on this matter, but that
would cost more than the door panels. So it is not a viable
solution.
Since AODC has shown no interest since September 2013 in
correcting this problem, to contact us to try
to resolve this except to add interest to the invoice
Without even sending us an invoice copy, is has
shown itself not to be a firm interested in the satisfaction
of their clients despite what they say and
write.
In an effort to resolve this problem, and since AODC has
offered to replace a panel with a small dent, we
propose the following:
1)            We will
keep the panel with the small dent and AODC will save the money involved to
replace it.
2)            In
addition, we will pay AODC one-half (Yz) ofthe $481.50 owed for the panels as a
final and full
payment for this invoice and job. We do not feel that we owe
them any interest as they have
accrued on their invoice because we were not informed by
them monthly about this bill. Quite
frankly because we were not contacted by them since
September 2013, we thought that the
matter had been resolved with them.
Revdex.com should recognize that we still have to bear the cost and
contact another [redacted]
to have the two wrong color door panels replaced with the
correct color.
Thank you for your continued support, we very much
appreciate your efforts.

Review: Our home garage door suffered damage to the lower two of four panels. We contacted AODC and asked them to replace the damaged sections with two new (from the manufacturer) color matching door sections. AODC installed the two new sections into our garage door without checking to see if the colors matched. The colors DID NOT match. We have contacted them in person at their office with this complaint, but they have failed to act. During our visit at their office, they even went so far as to say that the problem was that our original doors panels were dirty. and that is why the colors did not match. (Only their technician has even seen the non-matching panels, no one else from their Co has.) We then contacted the manufacturer to obtain their recommended procedure for cleaning their original door panels. The original panels were really just dusty, but after a thorough cleaning by us the color of the panels still did not match. AODC was informed of this but they have since refused to replace the non-matching panels and we have refused to pay them for these non-matching panels. They continue to charge us interest each month for non-payment of their bill. We would like this to end!!! And we do not want a mechanics lien placed on our house when they are not paid if that is the result of this complaint.Desired Settlement: We would like the two non-matching color panels to be replaced with panels that MATCH the color of the original door panels as was our original intent with AODC. Failing that we would like AODC to stop billing us for these door panels that DO NOT MATCH the correct color. Then we could get another Co to replace the two non-matching color door panels. Thank You.

Business

Response:

Dear [redacted] and the Revdex.com Staff,

Thank you for contacting us regarding ** and [redacted] garage door concern. [redacted] originally contacted us roughly on March

29, 2013 stating that their neighbor ran into their garage door. In additional

to his phone call, he submitted a letter, pictures, sizes and a sample piece of

siding that he indicated was a close match to his garage door color. On May 8. 2013, [redacted] provided a credit

card deposit to order 2- 12’ wide sections. On this same day, we ordered the 12’

wide sections with the factory, [redacted]

Upon receipt of the sections from the factory, we arrange

installation and on June 19th, 2013 our mechanic delivered the 12’

sections ordered by [redacted]. However, upon arrival and measuring, our mechanic

discovered that [redacted] had provided the wrong size sections. [redacted] did

confirm that the sections were the correct color, “Taupe” and even confirms

this in his letter to the Revdex.com.

Our salesman contact the [redacted] concerning the size difference

and on August 2, 2013 we received the go ahead from [redacted] to order the 10’

sections. At this time, [redacted] agreed to pay the restocking fee of the original

special order 12’ sections. We ordered the same color “Taupe” sections as the

original order. [redacted]

On August 27, 2013m our mechanic installed the 2- 10’ taupe

sections. The sections come crafted form the factory and upon installation; our

mechanic noted that here was a small dent in the #2 section.

On August 28, 2013, we received the [redacted] emailed letter

from [redacted]8 sharing his section color concerns. Their old sections

were secured and within a few days, [redacted] came to the Automatic Overhead

Door Company office to discuss the color concern and pick up their old

sections. At this visit, the [redacted] and salesman showed [redacted] that

their old sections were dirty due to their dirt driveway and that most likely if

they washed the entire door that they would find that the sections would be a

close match. [redacted] took their old sections and even called back to the

office to get the name of the cleaner we used on the sample washing performed

at Automatic Overhead Door Company.

ON August 29, 2013, we ordered a replacement “taupe” section

under warranty. See the [redacted]. Unfortunately,

this replacement section has not been installed as [redacted] feel that section’s

we provided do not match the color of their original door.

On September 19, 2013, we invoiced for the balance on the

work ordered and performed.

To date, we have made many attempts to provide customer satisfaction

[redacted]. We have placed 3 orders with the factory on their behalf and

according to our mechanics and the pictures provided by [redacted], the door in

question is taupe. If [redacted] can take new pictures of the garage door on

the inside as well as the outside and send them to us, we would be glad to

share them with the factory. The current pictures we have of the inside of the

garage show that the meeting rails are taupe. [redacted]. Comparing the

meeting rails of the inside of the door will most likely give the customer the

best view of color matching as the inside of the garage is not exposed to as

many weather elements as the outside of the door.

Additionally, if the [redacted] could take a picture of all

stickers on the original door, springs and track, we can track their original

order using these identifying tracking numbers. The door should be closed and

not moving when the pictures are taken. If the [redacted] are not comfortable

taking these pictures, we will be glad to come to their home and take the

necessary pictures.

In conclusion, please [redacted]:

[redacted] original pictures of the garage door (inside &

out) and his size measurements that he provided on the stickers on the picture

that initiated his original order.

See the pictures showing the factory offered colors for the

steel door against the picture of the [redacted] garage door that the taupe color

is the correct color match.

Note that we ordered taupe in all 3 orders with the factory.

We are more than willing to install the replacement section

under warranty for the section that has the small dent provided that the

[redacted] agree that the color is satisfactory and are willing to pay the balance

of service rendered.

Thank you for your assistance in this matter. We have been

in business for 31 years and have a good rating with the Revdex.com

because we appreciate our customers and value the business our customers give

us. Additionally, we appreciate the service you provide to the community and

hope that the [redacted] are willing to work with us to resolve this matter. [redacted]

Consumer

Response:

I have reviewed the offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Dear [redacted]

At this point, we do not consider this case to be resolved.

We are in receipt of Automatic Overhead Door Co (AODC)

letter to you dated April 21, 2014.

[redacted] has somewhat accurately described the

events that have transpired between us and

AODC from the beginning of the relationship and from AODC's

perspective. What she has not done is

describe how we got into this mess in the first place.

To put it simply, an AODC technician installed two door

panels into our garage door that are the wrong

color and do not match the original door panels. This has

nothing to do with dirt or fading or any of that

stuff. The technician then took our original slightly dented

door panels and left with them on his truck.

They were not AODC doors and he had no right to take them.

Had the technician been properly trained as a smart person

would have done, he would have checked

to see that the panels he was about to install did or did

not match the existing panels in our door. He

would have then taken them back to AODC for them to work out

the color discrepancy with the door

manufacturer [redacted]. This was never our responsibility

in the first place. But since the technician

did place the wrong color panels in our door AODC has

insisted that we accept these and pay them for

the wrong color door panels. They claim that they always

ordered "Taupe" colored doors. That appears

to be the case, but the last time they ordered

"Taupe" another color or factory defect was in the box.

Because they aren't the same color as the early wrongly

ordered 12' panels were, which the then

technician AND I BOTH AGREED WERE EXACTLY THE CORRECT COLOR.

Therefore we know that the

manufacturer does make the correct color panels. We just

don't have two of them installed in our door.

Why then should we be expected to pay for door panels of the

wrong color when AODC could have

solved the problem with the manufacturer and have a happy

customer rather than an irate one. AODC

simply doesn't care. They ordered taupe so they must be

taupe. End of story! Well they may be labeled

taupe, rosemary or tine, but they are the wrong color.

How then are we to deal with a contractor that will not

admit their error and shift the problem of

payment to us? If was an attorney, I would have already

taken them to court on this matter, but that

would cost more than the door panels. So it is not a viable

solution.

Since AODC has shown no interest since September 2013 in

correcting this problem, to contact us to try

to resolve this except to add interest to the invoice

Without even sending us an invoice copy, is has

shown itself not to be a firm interested in the satisfaction

of their clients despite what they say and

write.

In an effort to resolve this problem, and since AODC has

offered to replace a panel with a small dent, we

propose the following:

1) We will

keep the panel with the small dent and AODC will save the money involved to

replace it.

2) In

addition, we will pay AODC one-half (Yz) ofthe $481.50 owed for the panels as a

final and full

payment for this invoice and job. We do not feel that we owe

them any interest as they have

accrued on their invoice because we were not informed by

them monthly about this bill. Quite

frankly because we were not contacted by them since

September 2013, we thought that the

matter had been resolved with them.

Revdex.com should recognize that we still have to bear the cost and

contact another [redacted]

to have the two wrong color door panels replaced with the

correct color.

Thank you for your continued support, we very much

appreciate your efforts.

Business

Response:

Automatic Overhead Door Company spoke with [redacted] on May 5, 2014 and shared with him that we truly thought the color matter had been resolved. However, upon receiving his complaint & reply, we acknowledge that he feels there is a concern that needs addressed. We have shared documentation with the [redacted] that show the color matching and proof that we did in deed order the correct "Taupe" sections with the factory. The customer still feels that the sections are not the correct color. We asked [redacted] to allow us to come and inspect the sections or to send us pictures of the inside and outside of the door so that we can share these pictures with the factory for them to consider the color matching concern. Below is an email that we sent the Anderson's yesterday on May 5th, 2014.

Dear [redacted],

Thank-you for talking to [redacted] and I today regarding your garage door concern. It truly is our goal to make sure you are satisfied with the garage door sections that are on your home. We would appreciate you taking pictures from the outside and inside of the entire garage door so that we can then forward the pictures to the factory to assess the color dilemma. As we discussed, we would be glad to come up and take the pictures, if you would prefer. We feel this would be the

best way to address the concern since [redacted] makes the product.

Thank-you for your time in helping us with this concern. Hopefully together we can bring about a satisfactory result.