Discount Garage Door Repairs, LLC

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meConsiderable effort by me was necessary to get the issues resolvedFive appointments were cancelled by the business or someone showed up hours after the window that they were to arriveMany dropped phone calls or unreturned phone calls were made to this businessI also made two separate trips at this business' request to the rental property to take photos and email the photos to themThree separate employees, including a supervisor in the office made allegations that the reason the doors were out of adjustment was because I didn't agree to their upselling unnecessary framing work for $An experienced tech finally did show up and made the needed adjustments to my satisfaction without the additional framing work.
Sincerely, *** ***

See invoice *** attachedPer warranty terms clearly stated on the invoice and agreed to at the time of the original service an $service call+labor applies for any warranty visits outside day labor/service warranty

Complaint: ***
I am rejecting this response because:
I was not made aware of the terms and did not sign the contract to my knowledge
Sincerely,
*** ***

We will be glad to work toward a resolution of this complaint and are currently awaiting a call back from the customerOur complaint department can be reached at 877-266-ext ***We are in the office M-F from 6am-4pm

If the 4" bottom seal is not fully covering the gap, we will gladly order the correct 5" bottom seal and schedule installation. We are currently waiting for a call back from the consumer to resolve the issue.

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

The customer spoke to one of our customer service representatives on 9/6/16 and a $199.99 credit was agreed to and refund issued to the customer credit/debit card. Our records also show that a warranty visit to complete the repairs was completed on 9/23/16 and the customer was satisfied. If there is...

anything further we can do please let us know. 
 
Thank you

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 pricing. However we do have very high customer service standards which were not met on this occasion. We were able to reach out to the client...

on 2/15/2017 and agree to reduce the total bill to $350 for customer satisfaction and resolution of the complaint issues. We 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 me. Sincerely, [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 call. I am not sure what can be done to resolve this. My resolution is to never work wth this company again.  I filed a claim with the bank and was able to get my money back. I also had another company come out and fix my garage for a fraction of what Garage Door Services was charging.  I'm done. Sincerely,[redacted]

We were able to speak to the customer on 1/5/2017 and agreed to a reimbursement in resolution of the complaint.

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 me. Sincerely, [redacted]

This situation does not in any way, shape, or form represent our company's policies and procedures and high customer service standards. The matter will be addressed internally. 
 
In resolution we were able to speak to the customer on 11/25/2016 and agreed to a full refund for the amount charged for service on 10/28/2016. We have notified the bank to accept the charge-back filed by the customer and credit the funds back to their account.

We are working on having the damaged sections and track replaced and also reimbursing the client for any damage that may occurred during the install. Two additional sections and parts are on order and we will be contacting the client the schedule a final visit to finish correcting the install/ replacing damaged sections.

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 me. Sincerely, [redacted]

We will agree to make a one time exception to the warranty policy in this case and schedule a no cost visit. We are currently waiting on a call back from the customer and ask that he reach us at 877-266-8897 in order to schedule an appointment.

As with any service industry mistakes can be made. We apologize for all inconvenience faced due to the error on this service visit and were able to reach out to the customer and agree to a full refund for the services. The refund of $223.03 will be issued by check.

Complaint: [redacted]
I am rejecting this response because: On Tues, 13 Sep 2016, I called 11AM to Kaleb 877 266 8897 ext 1055 and left a message on his voicemail. I informed him I had received no confirmation or verification as to when a technician would arrive to remedy my unfinished installation. I then called Texas again and asked to speak with another supervisor since Kaleb was not in his office. Briana connected me to the Dispatcher (Mike) who said the technician would be at my residence at 3PM. At 4:50 PM a different dispatcher (Clayton) stated the seal is not available, that it is a special order that probably be picked up the next day. I told Clayton the technician(Chris) had the seal on Wed 7 Sep 2016. At 6:55PM the technician (Chris)  called, said he would arrive at 9PM. At 9:05 he called again, said he would be at my residence at 7AM on Wednesday, 14 Sep 2016.At 8:30 the technician arrived with 4" material rather than the 5" as prescribed. After installation the gap had improved however a gap still remained. The technician made adjustments to the opener, drive belt, the hinge bolts, bottom seal track and several other attempts to close the gap. The technician asked that I not use the telephone to contact him, but send a text message for better response.
Sincerely,
[redacted]