Dabney Garage Doors

July 9- Upon arrival at the job my crew found the garage was full of trash and all types of construction paraphernalia which the contractor was asked to move before they could work, he did move some, but not allMr [redacted] (**) claims the crew was confused about how to put the door together, actually the crew was at a loss of how to attach the door correctly to the wall because the framing work done by **’s contractor was so poorly done the opening was well out of square, unlevel and incompleteI received two calls from my installation crew concerning how to attach the door so that it would not fall off the wall, and, pass state inspection; they were very concerned about thisI arrived on this job late in the afternoon, the door worked fine, A minor cosmetic track adjustment could be made, considering the condition of the wall we were attaching to and the remaining trash which was still in the crews way while trying to install this door I felt the job was as good as the situation allowedThe door was inspected by state of Texas building inspectors, it passed and received certificationMr [redacted] states that there were sections of the door that did not matchWhat actually happened was the door was by mistake ordered with short raised panels instead of long raised panelsThis is a cosmetic feature and has nothing to with the door other than exterior design zero difference in costWhen the mistake was found we offered Mr [redacted] the option of reordering the door or a $discount, he was very happy to get the discount Five days later: July 14-Mr [redacted] called and said the door was not working; I went that day to check on the doorA cable (not a chain) had come off the drumThis is often caused when the door hits something on its way down, for example trash or construction materials; tile, paint, sheetrock, carpentry all were underway with all the necessary workers, it is most probable that something was in the path of the door and caused this problem, this happens in constructionI fixed it as a courtesy callThe carpentry trim around the door still had not been completedA week later [redacted] called to say the door was too high on one end and too low on the other I went by to check, still no trim, the door is working just as I had left it, his claim of low on one end and high on the other appeared correct so I got my level and checked the door, I found the door was level, however the slab in the garage is cracked and one corner of the slab was low added to that as mentioned before the opening for the door was out of square and unlevel, I called [redacted] to explain this to him, he said I was wrong; his contractor had shown him with a tape measure that the door was installed wrongI asked if the contractor had a level, that he needed to check the opening and floor with a level, I told him that I would meet him and show him what I was talking about, at this point [redacted] lost control and after making several rude statements about me and my company declared that he knew lots and lots of people and he would trash my name to everyoneA day or so later our office received a call from [redacted] he was complaining to my wife about the conversation he and I had, I picked up the phone and again asked if he had put a level on the opening built by his contractor and that I would come and show him what the real problem wasFor the second time [redacted] repeated his previous tirade which ended by restating that he would tell everyone he knew how terrible I am and he hung up 1-05-plus months later: The door has been operating all this time, we have heard nothing more concerning this door, even though I previously offered twice to go back and was hung up on both timesWe received a call from [redacted] leasing deptThe caller did not identify herself; instead she began asking [redacted] about our warranty policy [redacted] told her we warranty our work, new doors carry a one year warranty, repair work varies depending on the job [redacted] then asked who was calling and what she needed, the woman began asking [redacted] about the [redacted] jobI was in the room and at this point I took the phone, I told the caller I had no intention at all of helping **, I told her all that had happened [redacted] and I make a point of going the distance to ensure that our products and our work is as good as we can make it, however if a customer is as far out of line and abusive as [redacted] became I will definitely stop working for them A week or so later we received another call from [redacted] , I presume this was a supervisor, she was very rude from the start, I told her the same thing I had told the first lady, she did not like it when I was not intimidated by her behaviorThis caller was much like **, she became insulting and then hung up I thought about this situation over the weekend, I decided that despite my personal feelings, I would go look at the door again, I did not want to have this job on my mind, and I wanted to see what had now happened to the door [redacted] called [redacted] to schedule an appointment, upon arrival I found the contractor has installed the wood trim on the opening and remodeled the entire garage, installing sheetrock trim paint etcall after the door was installedI have no idea what has been done to this door since installation, or by whomThe door now was out of level, I fixed the problem and had the tenant run the door up and down, the door worked fineThe obvious question here is why would the door move out of level now? I am not certain, a possible cause would be the slab movement due to the rain we have had this winter, the door operated with no problem while I was there, and I made certain the tenant operated the door several times while I was thereI wanted be confident I had thoroughly looked this job over, while I was doing so I found the #door section was coming apartI immediately called the factory rep and discussed this with himHe had not had this problem on other doors so he checked with engineering and they had not eitherTwo days later the factory agreed to ship two new replacement sections, at no charge, they are due in within a week or soNeither Dabney Doors nor the Mfg damaged this sectionI have no doubt the damage was done after the installation during the continuing construction work by something falling between the sectionsMy intension is to install them at no costI am waiting for them to arrive before having [redacted] call [redacted] for a scheduleThey should be here in a week or soI have not called these people before now for a very simple reason; I don’t like or trust them and have no desire to talk to them In response to **’s personal cometary: First; Dealing with me was the worst experience of his entire life If this wasn’t so ridiculous it would be funny [redacted] called [redacted] Door to check our work, this is extremely funny because when I when I first met [redacted] he spent several minutes telling me how horrible [redacted] was and that they had been the worst experience of his lifeIf our work was so bad why didn’t they fix it? It’s simple the problems are cosmetic as explained earlierThe door was working when we finished Every week we receive phone calls and referrals from our customers telling us how happy and satisfied they are after dealing with usWe are used to being the Best experience in ones life Second; [redacted] says that when he complained, I became a complete bully! At no time did I lose my temper with **, in fact I make an extreme effort to be calm with someone who is unhappy, almost to the point of unintentionally being condescending, unless they get ugly with my wife, then all bets are off I am well aware of the fact that I am a big, gregarious man, sometimes my stature and boisterous nature can be intimidating; I did not determine my stature; I do cope with it as best I can [redacted] offers his tenant as support for his claims, he should hear what the tenant had to say concerning problems with the house and how [redacted] did not care about these problems and stopped taking their callsIt made me wonder if the tenant had begun screaming at them, calling them names and threating to tell everyone how terrible they are? Summary: Serious problems with the building, Very difficult working area very cramped with construction material still in wayCrew did the best they could with these problemsJob had ongoing construction when door failed, I fixed it without questioning the cause as a courtesyJob passed state inspection [redacted] complained about cosmetics of door installation, became abusive and hysterical when he did not like my answerTwiceI offered to show him the problems I found, he hung upTwiceAfter consideration, and the door working for months, I decide to look at it againI fixed the door at no cost, again, and find the door is now damagedThe door was not damaged when we received itWe did not damage the door upon installationThe mfg is sending replacement parts at no cost, I am going to install them at no costI however, request that the Revdex.com have a representative inspect and operate this door after I am finished, I want someone trustworthy to see the finished product The reasons seem pretty obvious!

We made it clear that we would
replace the damaged section and one other section; none of which we
damaged (we have had these replacement sections in for several weeks now; however Mr***' representatives refused to schedule installation with us) While we are there, we intend to
address anything we believe is causing a problemThe right side track will be
addressed, the wall placement of this track is not a problem but we will move it
in anywayThe right side horizontal will also be addressedFrankly, the back
hang comment from the engineering department is based on pictures of a door we
put in almost a year ago; before the garage was remodeledWe will be happy to
raise the back hangs, however when we installed them originally, they were fine
We made this offer several
weeks agoThere is nothing to be added to this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10413295, and find that this resolution is satisfactory to meThe installation of this door was done in June/July of and is not yet a year old The issues we experienced was prior to Jan, We are requesting that *** Doors contact *** Real Estate, who manages the rental of that property, to schedule a time that is convenient for the tenant to make the necessary repairs
Sincerely,
*** ***

Complaint: 10413295
I am rejecting this response:  Attached is the response from [redacted], the manufacturer of the garage door in dispute.  We sent pictures from the jobsite for their engineering department to determine if there was a warranty issue on the door.  Please see letter below.Sincerely,[redacted] Mr. [redacted], There are several issues with this door that were noticed by engineering. First, the backhangs and tracks were installed too tight which is causing the hardware to rub. The tracks should also not be plumb. These are all installation related issues. Unfortunately, [redacted] residential warranty does not cover any issues caused by installation errors.  However, the issues with the section not being flush is covered under warranty. Per [redacted] residential door warranty, providing the replacement materials is the sole remedy offered. Any charges for labor are at the homeowner’s expense. We will provide the replacement weather stripping as well. If you would indicate which dealer you would like to work with we can provide them with replacement material. The issues listed above with the tracks and backhangs would have to be addressed by them. To locate a dealer please visit the web at: http://www.[redacted].com/residential/find_a_dealer. In order to ensure that we provide the correct replacement material, please provide a copy of the section label of the defective section. This is located on the side of the section where the section meets the track. It can most easily be viewed when the section is positioned at the radius of the track. I’ve attached a sample section label for your reference.  Once I get confirmation of which dealer you would like to work with along with a copy of the section label, I will get the information forwarded to be placed on order. I look forward to your response. I’ve attached a copy of the residential warranty for your reference. Thank you,___________________________________________________[redacted]Process Control and Resolution Specialist, Service Center[redacted]                                ...⇄

July 9-2014   Upon arrival at the job my crew found the garage was full of trash and all types of construction paraphernalia which the contractor was asked to move before they could work, he did move some, but not all. Mr. [redacted] (**) claims the crew was confused about how to put the door...

together, actually the crew was at a loss of how to attach the door correctly to the wall because the framing work done by **’s contractor was so poorly done the opening was well out of square, unlevel and incomplete. I received two calls from my installation crew concerning how to attach the door so that it would not fall off the wall, and, pass state inspection; they were very concerned about this. I arrived on this job late in the afternoon, the door worked fine, A minor cosmetic track adjustment could be made, considering the condition of the wall we were attaching to and the remaining trash which was still in the crews way while trying to install this door I felt the job was as good as the situation allowed. The door was inspected by state of Texas building inspectors, it passed and received certification. Mr. [redacted] states that there were sections of the door that did not match. What actually happened was the door was by mistake ordered with short raised panels instead of long raised panels. This is a cosmetic feature and has nothing to with the door other than exterior design zero difference in cost. When the mistake was found we offered Mr. [redacted] the option of reordering the door or a $300 discount, he was very happy to get the discount.   Five days later: July 14-2014 Mr. [redacted] called and said the door was not working; I went that day to check on the door. A cable (not a chain) had come off the drum. This is often caused when the door hits something on its way down, for example trash or construction materials; tile, paint, sheetrock, carpentry all were underway with all the necessary workers, it is most probable that something was in the path of the door and caused this problem, this happens in construction. I fixed it as a courtesy call. The carpentry trim around the door still had not been completed. A week later ** called to say the door was too high on one end and too low on the other.  I went by to check, still no trim, the door is working just as I had left it, his claim of low on one end and high on the other appeared correct so I got my level and checked the door, I found the door was level, however the slab in the garage is cracked and one corner of the slab was low added to that as mentioned before the opening for the door was out of square and unlevel, I called ** to explain this to him, he said I was wrong; his contractor had shown him with a tape measure that the door was installed wrong. I asked if the contractor had a level, that he needed to check the opening and floor with a level, I told him that I would meet him and show him what I was talking about, at this point ** lost control and after making several rude statements about me and my company declared that he knew lots and lots of people and he would trash my name to everyone. A day or so later our office received a call from ** he was complaining to my wife about the conversation he and I had, I picked up the phone and again asked if he had put a level on the opening built by his contractor and that I would come and show him what the real problem was. For the second time ** repeated his previous tirade which ended by restating that he would tell everyone he knew how terrible I am and he hung up.  1-05-15 6 plus months later: The door has been operating all this time, we have heard nothing more concerning this door,  even though I previously offered twice to go back and was hung up on both times. We received a call from [redacted] leasing dept. The caller did not identify herself; instead she began asking [redacted] about our warranty policy. [redacted] told her we warranty our work, new doors carry a one year warranty, repair work varies depending on the job. [redacted] then asked who was calling and what she needed, the woman began asking [redacted] about the ** job. I was in the room and at this point I took the phone, I told the caller I had no intention at all of helping **, I told her all that had happened. [redacted] and I make a point of going the distance to ensure that our products and our work is as good as we can make it, however if a customer is as far out of line and abusive as ** became I will definitely stop working for them.   A week or so later we received another call from [redacted], I presume this was a supervisor, she was very rude from the start, I told her the same thing I had told the first lady, she did not like it when I was not intimidated by her behavior. This caller was much like **, she became insulting and then hung up.   I thought about this situation over the weekend, I decided that despite my personal feelings, I would go look at the door again, I did not want to have this job on my mind, and I wanted to see what had now happened to the door. [redacted] called [redacted] to schedule an appointment, upon arrival I found the contractor has installed the wood trim on the opening and remodeled the entire garage, installing sheetrock trim paint etc. all after the door was installed. I have no idea what has been done to this door since installation, or by whom. The door now was out of level, I fixed the problem and had the tenant run the door up and down, the door worked fine. The obvious question here is why would the door move out of level now? I am not certain, a possible cause would be the slab movement due to the rain we have had this winter, the door operated with no problem while I was there, and I made certain the tenant operated the door several times while I was there. I wanted be confident I had thoroughly looked this job over, while I was doing so I found the #2 door section was coming apart. I immediately called the factory rep and discussed this with him. He had not had this problem on other doors so he checked with engineering and they had not either. Two days later the factory agreed to ship two new replacement sections, at no charge, they are due in within a week or so. Neither Dabney Doors nor the Mfg damaged this section. I have no doubt the damage was done after the installation during the continuing construction work by something falling between the sections. My intension is to install them at no cost. I am waiting for them to arrive before having [redacted] call [redacted] for a schedule. They should be here in a week or so. I have not called these people before now for a very simple reason; I don’t like or trust them and have no desire to talk to them.   In response to **’s personal cometary: First; Dealing with me was the worst experience of his entire life If this wasn’t so ridiculous it would be funny. ** called [redacted] Door to check our work, this is extremely funny because when I when I first met ** he spent several minutes telling me how horrible [redacted] was and that they had been the worst experience of his life. If our work was so bad why didn’t they fix it? It’s simple the problems are cosmetic as explained earlier. The door was working when we finished.   Every week we receive phone calls and referrals from our customers telling us how happy and satisfied they are after dealing with us. We are used to being the Best experience in ones life.   Second; ** says that when he complained, I became a complete bully! At no time did I lose my temper with **, in fact I make an extreme effort to be calm with someone who is unhappy, almost to the point of unintentionally being condescending, unless they get ugly with my wife, then all bets are off.  I am well aware of the fact that I am a big, gregarious man, sometimes my stature and boisterous nature can be intimidating; I did not determine my stature; I do cope with it as best I can. ** offers his tenant as support for his claims, he should hear what the tenant had to say concerning problems with the house and how [redacted] did not care about these problems and stopped taking their calls. It made me wonder if the tenant had begun screaming at them, calling them names and threating to tell everyone how terrible they are?   Summary: Serious problems with the building, Very difficult working area very cramped with construction material still in way. Crew did the best they could with these problems. Job had ongoing construction when door failed, I fixed it without questioning the cause as a courtesy. Job passed state inspection. ** complained about cosmetics of door installation, became abusive and hysterical when he did not like my answer. Twice. I offered to show him the problems I found, he hung up. Twice. After consideration, and the door working for 6 months, I decide to look at it again. I fixed the door at no cost, again, and find the door is now damaged. The door was not damaged when we received it. We did not damage the door upon installation. The mfg is sending replacement parts at no cost, I am going to install them at no cost. I however, request that the Revdex.com have a representative inspect and operate this door after I am finished, I want someone trustworthy to see the finished product.  The reasons seem pretty obvious!