DistribuDoors

Unfortunately as the customer states this was a service purchased thru a third partyThe customer did not pay us for any service or product at allThey paid the Home DepotThrough their purchase with the Home Depot they were offered remove and dispose of their existing doors and openers Unless stated otherwise on their paperwork provided by the Home Depot our installer would have followed exactly what the customer had paid forThe reason that we could not simply hand them their opener back was because our installers either dump all their remove and dispose items in a dumpster on our lot or they stop at a transfer station every day after their work is completedThis allows them room to load their next day’s work load into their vehiclesThere would have been no reason to ask the customer which items to dispose of and which not to unless the customer had made previous arrangements for that to be doneOur company provided a service thru Home Depot exactly as we were expected to based on our contract with themWe feel badly that this was not what the customer had desiredAs for the person answering the phone, we apologize if they seemed to take this complaint in stride, it would never be our intention to treat a customer’s issue as anything but our own and this has been discussed with themThe customer would have been directed back to the Home Depot for any sort of refund as this is where their money was spent

Complaint: ***I am rejecting this response because:
It took this business over days to respond to my complaints and they neither apologized nor took any responsibility even though this whole issue was caused by their incompetence. This company claimed that they go above and beyond to make sure the customers are satisfied because they got some positive reviews from people They did a terrible job with my garage doors, you took a barely used garage door opener and supposedly recycled it, your tech did not even lubricate the doors’ mechanical parts, on top of that you claimed my wife told the tech to install the wall control on top of the other one, the gal you have answers the phone has no clue what she is doing, she was sarcastic and unprofessional.
There were garage door openers in my garage that day and the tech picked the second newest garage door opener and left over years old openers
The wall control was relocated, when I asked the tech why he changed the original location when he was working on correcting his original installation job, he stated that he did not want to split the light switch. I am not sure why JD decided to claim it was the person at home that wanted it relocated.
I have a question for this business, why did not your tech ask my wife which one of the garage door openers we wanted to keep then? Since you claimed he asked her about the wall control location. Let’s not go there…
Just because we use a third party does not mean I don’t deserve the same treatment as their regular customers
James from the Home Depot takes no fault on your tech’s decision to remove my property without my knowledge. He also stated that the Tech should have asked since the opener was almost new and the opener was not considered a junk. I read what I sign and I don’t assume things the way this company operates. There is no instruction on removing a garage door opener I suggest they stop defending their errors and take some responsibility.
This one was my third time that a garage door company came to install a garage door opener/doors and I can clearly say it was the far worst installation job I have ever seen This company has no clue how to treat a customer, I will make sure people know my experience with them
Sincerely,
*** ***

Unfortunately as the customer states this was a service purchased thru a third party. The customer did not pay us for any service or product at all. They paid the Home Depot. Through their purchase with the Home Depot they were offered remove and dispose of their existing doors and openers....

Unless stated otherwise on their paperwork provided by the Home Depot our installer would have followed exactly what the customer had paid for. The reason that we could not simply hand them their opener back was because our installers either dump all their remove and dispose items in a dumpster on our lot or they stop at a transfer station every day after their work is completed. This allows them room to load their next day’s work load into their vehicles. There would have been no reason to ask the customer which items to dispose of and which not to unless the customer had made previous arrangements for that to be done. Our company provided a service thru Home Depot exactly as we were expected to based on our contract with them. We feel badly that this was not what the customer had desired. As for the person answering the phone, we apologize if they seemed to take this complaint in stride, it would never be our intention to treat a customer’s issue as anything but our own and this has been discussed with them. The customer would have been directed back to the Home Depot for any sort of refund as this is where their money was spent.