Davenport Insulation

Review: Davenport Insulation was contacted about replacing garage doors in my house. The salesperson I dealt with is [redacted]. I have no complaint against Mr. [redacted]. I chose Davenport Insulation to replace the garage doors. Installation of the garage doors occurred on May 24, 2013 by a Davenport employee named [redacted] (no knowledge of last name). After installation was complete, I noticed a piece of molding was damaged. I also noticed the one panel of a garage door installed was damaged. I received an invoice for this service totaling $2,200.00. I made payment for this service via a credit card on June 6, 2013. My account with Davenport Insulation was settled in-full from a monetary perspective. I contacted another employee of Davenport Insulation, [redacted], to inform him of the damage to the new doors that were installed. Mr. [redacted] stated that new parts would be ordered and installation would be performed in the near future. I did not track the number of telephone calls made to Mr. [redacted], but numerous calls were made to Mr. [redacted]. During one telephone conversation with Mr. [redacted] several months later (date not recalled), Mr. [redacted] informed me that he simply forgot to order a new panel to the replace the panel which was damaged. He stated he would order a replacement panel and have the service performed. I do not have specific dates going forward; however, can state that the damaged panel was not replaced until either September or October 2013. At the time the damaged panel was replaced, the service employee, [redacted] (if I recall correctly), was informed that the damaged piece of molding was still in need of repair. [redacted] stated he would order a new piece of molding and have this installed in the near future. I have left numerous voice messages for Davenport Insulation at both the Mt. Crawford, VA office and Charlottesville, VA office. No employees of Davenport Insulation have returned my messages for the purpose of completing the work for which the company was hired. Basically, Davenport Insulation has been paid in-full; however, has not completed the job and is unwilling to respond to a customer.Desired Settlement: I am requesting a partial refund due to inconvenience experienced with this company and its staff. Davenport Insulation has provided inadequate customer service and inconvenienced the customer in a severe manner. The work for which the company was hired must be completed and a partial refund provided as a result.

Business

Response:

Davenport's sales process and initial installation was acceptable. The homeowner discovered that the garage door had a dent in the bottom panel and a piece of weatherstripping had a kink in it. He called to get these two issues fixed. Davenport replaced the bottom panel . The homeowner had to call again to get the weatherstripping replaced and was met with unreturned voice mails. The weatherstripping will be replaced by Dec. 20. Davenport failed in providing the customer service that has kept us in business for over 30 years. We have made changes in our repair process to eliminate these type of customer service issues. Davenport and the homeowner agreed on a credit for his troubles.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

The complaint has been resolved.

Regards,