Discount Garage Door Repairs, LLC

This situation does not in any way, shape, or form represent our company's policies and procedures and high customer service standardsThe matter will be addressed internally In resolution we were able to speak to the customer on 11/25/and agreed to a full refund for the amount charged for service on 10/28/We have notified the bank to accept the charge-back filed by the customer and credit the funds back to their account

We were able to speak to the customer on 1/5/and agreed to a reimbursement in resolution of the complaint

The customer spoke to one of our customer service representatives on 9/6/and a $credit was agreed to and refund issued to the customer credit/debit cardOur records also show that a warranty visit to complete the repairs was completed on 9/23/and the customer was satisfiedIf there is anything further we can do please let us know Thank you

Complaint: [redacted] I am rejecting this response because: The company was informed my attorney would not be returning to the office until after the holidaysToday is the first day MrC [redacted] is in the office and will require some time to return all calls.Sincerely, [redacted] ***

We strive to provide the highest quality products and services in the industry and do not claim to have the cheapest prices or meet/beat competitor or online pricingHowever we do have very high customer service standards which were not met on this occasionWe were able to reach out to the client on 2/15/and agree to reduce the total bill to $for customer satisfaction and resolution of the complaint issuesWe value this feedback in order to address this situation with our representative internally and improve moving forward as a company

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

Complaint: [redacted] I am rejecting this response because: I have tried to return the businesses calls but end up being sent to voice mail and no return callI am not sure what can be done to resolve thisMy resolution is to never work wth this company again I filed a claim with the bank and was able to get my money backI also had another company come out and fix my garage for a fraction of what Garage Door Services was charging I'm doneSincerely, [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me contingent upon me receiving the check and it clearing the bankSincerely, *** ***

We were able to reach out to the customer and agreed to reimburse $due to their experience and for complete satisfaction in resolution of their concernsA credit has been processed to their accountThe customer is still covered with a lifetime warranty on parts should any issue arise with the
repairs in the future

We have reached out to the customer and agreed to refund $for their satisfaction

For full customer satisfaction for all of the inconveniences faced we will agree to issue a refund in full of the remaining $balance on the customer's accountWe apologize for the scheduling issues and this matter will be addressed internallySince the customer's original parts were disposed at the end of the day after the service, the parts our company provided are the customer's possession and we waive any claim or rights to said partsAttached is the revised invoice showing a final balance of $and a receipt for the $credit issued to the customer's account, which will normally process through the bank and into their account within business hours

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We apologize for the inconvenience experienced by the customerOur customer service team has issued a total refund of $due to the scheduling issues which is nearly half of the original total.
Our last notes on 11/13/show that the technician showed up to perform the
warranty service but could not access the gate, the technician and our office attempted to reach the customer with no responseWe will be glad to honor the warranty policy and reschedule for a time most convenient for the customer and have left a message for a call back to do soThe client is in possession of the parts and we are making every attempt to resolve their warranty concerns, the only way we could offer a full refund is if the client has our parts replaced by another company and allows us to collect the parts and materials

We apologize for the customer's poor experience, this does not in any way reflect our high customer service standards and company policy or proceduresOn 8/10/we were able to speak with the customer directly and agreed to reimburse $for full satisfaction in resolution of his concernsWe
value this feedback to allow us to address the situation internally.
Thank you

Warranty service was completed on 1/23/to fully repair the client's door and ensure there are no further issuesWe apologize for any and all inconvenience faced by the customer in this situation

We spoke to the customer on 12/29/and are making every effort possible to resolve their concernsWe agreed to order and replace the correct panels, ensure any and all other issues with the installation are resolved, and repair the framing or reimburse the customer for repair if it's something
that's out of our technician's spectrum
The client stated the matter has been referred to her attorney, who we have attempted to reach with no call backAt this point we have made a full effort to reach a resolution with no cooperation from the customer

Our records show that a warranty appointment was completed on 11/21/and all install issues were addressedWe apologize for the cancellations/delays and will address the matter internallyIf there are any further issues or concerns, please call our dispute department directly at
877-266-

Complaint: ***I am rejecting this response because: As I appreciate the refund of $it is not acceptable based on the service and experience I received from start to finish as a "First Time Customer". As I noted, Lance W*** set-up one last warranty appointment and promised a technician would show between the hours of 8:00am pst - 12:00pm on a SundayEmail on request. I waited the entire morning for the technician to showI received a call at approximately 3pm pst which is not anytime between 8:00am - 12:00pm pstOnce again, I had to reschedule my appointments to the later afternoon and there was no call prior stating this technician would show up at 3:00pmAgain unacceptable. I agreed with Lance I would take him up on his offer for one more last attempt for a warranty checkLance even responded and said, "You have the right person so I will take care of this." Again no call, no show until 3pm pst. This is unacceptableThis was not the first time and Lance promised someone would arrive no later than noonAt a minimum if a technician was going to be late then the customer should have received a callAlso, in my initial complaint submitted online I stated I would like to have my original parts returned as on the legal document provided by Discount Garage Door Repairs there is a box that clearly states, Ok for contractor to take replaced partsThis box was not marked and I did not authorize the technician to take my original parts to my homeI also communicated this to the technicianI am requesting a full refund and my original parts returned that were removed from my home with no authorization
Sincerely,*** ***

We would like to apologize for the delayed repair service and any inconveniences caused and appreciate this feedback to allow us to improve internallyIn this situation the customer had a gap at the bottom of the garage door due to uneven concreteThe door purchased and paid for comes with the
standard bottom seal from the manufacturerNormally because we have to specially order an additional accessory (in this case a inch upgraded bottom seal), there's an additional cost for the materials and installationFor customer satisfaction we have agreed to install the upgraded bottom seal at no additional charge and have an appointment scheduled for 9/13/

Revdex.com:I have reviewed the response made by the business in reference to comp***t ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***