Buy-Rite Overhead Doors

Review: I ordered a garage door opener with installation service from [redacted]. Buy-Rite Overhead doors was selected by [redacted] to be the installer. After I placed the order, one of the garage door extension springs is broken. I called to add a pair of extension springs and installation to the order. After waiting for approximately month, they finally performed the installation on July 22nd, 2013. First issue I noticed was that, the garage door was not securely mounted on the bracket. I called them and they sent a technician on August 5th, 2013 and issue was addressed. Until August 11, 2013, I was reading the garage door’s instruction manual and performed a door balancing check to find out that the garage door was not properly balanced. According to the instructions, the garage door needs to be balanced prior to installing the garage door opener. My wife and I called Buy-Rite on August 12, 2013 to inform them about the issue but we were being treated very rudely. First, the lady named [redacted] were claiming that the garage door is normal to drop on its own when the door is being lifted while unlatched from the garage door opener. This is not true, according the instruction manual, the door should stay in place supported entirely by its springs about 3 to 4 ft high when lifted. This may also post injury or death because an unbalanced garage door may not reverse when required. We were being threatened by [redacted] that they can send a technician, but if they think the garage door is functioning properly, they will charge us a fee of $65. When I asked to speak to a manager, [redacted] claimed she was the manager and then she hung up on us. When they installed the springs, they should be adjusting the tension to ensure the door is properly balanced before even installing the garage door opener. It is unfair for me to find out the door is not balanced and charge me an additional fee to fix something in which should have been done during the installation.Desired Settlement: To balance the garage door without additional cost.

Business

Response:

We installed one new opener on his old wooden door and replaced the springs. When we left everything was working properly, the opener and door were working correctly. Customer called after install and said his motor was making noise. We went out to check the motor, and found no evidence of a malfunction in the opener or door. Afterwards, the customer called again saying that the door was still unbalanced, but everything is working properly. We explained to the customer that we can come out again, but if we find that it was a non-warranty issue, [redacted] may charge you a service call. The customer became very belligerent and refused to schedule and hung up on us. We called the customer again and scheduled a service for September 4th at the customer's request. We have never hung up on a customer, we take customer satisfaction very serious and treat them with respect.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. I did not complaint about the motor making noise and that it is malfunctioning. I complaint about the mounting bracket was not properly installed. I have attached the photo showing how poorly the bracket was installed. After a thorough inspection, I have identified more loose nuts and bolts in which I have to secure them myself.

2. Balancing the garage door after springs installation is a prerequisite requirement before you install the garage door opener. It has NOTHING to do with warranty. This is stated in the garage door opener Page 1 of the manual. See attached.

3. I did not hung up on you. [redacted] was the one we spoke with and you were the one that hung up on me and my wife on separate occasion. You know what you did. Check your phone recorder.

4. If you plan to come here and tell me the door is working properly and do not know how to balance it, please remove the motor and springs and take everything back and provide a full refund. I will look for a more competent installer.

Thank you.

Regards,

Business

Response:

We did not know we needed to respond again to the Revdex.com because we went back out to the customer to take care of his concern. We went back out to the customer's home and made the adjustment he want even though it was not part of the install and he was happy when we left.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,