Door-Mart

I am rejecting this response because: this company is not being truthful and I am very disappointed We called them several times, left messages with the receptionist and was told that someone would call us back and we never received a call The only reason that I received a call on yesterday (4/12) - weeks later, was due to the fact that I sent an email to the company informing them that I was going to report this and take legal action On top of this, the supervisor that I spoke to yesterday was rude, argued with me the entire time about this situation until I finally decided to end the conversation because we were not getting anywhere When I called back to get his name, the receptionist hung up on me times When I called back the forth time and told her that I just wanted the name of the supervisor so I can send a letter she told me to send the letter to the company without a name as there are several supervisors there I knew then that she knew who I was and would not give me the name I then emailed the company for the name and no response as I figured.We had just moved into this house on March 25, and yes I did mention that I was going to check with my Home Warranty company because I wasn't sure if I had coverage for the garage door, but the Bottomline is, we paid for something that did not get fixed! The technician did not know what the problem was and therefore looked to see what he could find to repair and chose the rollers Those rollers could have been old, but that was not causing the garage door to roll up and stop half way each time we opened the garage door However, after he replaced the rollers, he saw that we still had the same problem and telling us to let the motor cool and new rollers are two different issues The garage door kept going up half way each time we tried to open it We could not let this continue to happen so we had no other choice but to contact someone else to fix this after not getting a call back from Door-Mart, and this 2nd company who came knew exactly what the problem was and he saw the door stop in the middle, made some adjustments, and it's been working ever sense We paid Door-Mart $to fix the garage door stopping problem, and still had it when they left Then contacted the Garage Doctor and had to pay him $and its been working ever since That is a total of $spent We are requesting that the Door-Mart refund us half of the total amount - $- that we spent

The customer signed an electronic contract, knew the price prior to commencement of work and paid the technician for that workShe may be suffering from buyers remorse after the fact, however, clearly summoned us to her residence and agreed to the work recommended and paid for that work.Our technician was at the residence a lot longer than the customer professes.."

This complaint would have saved me a lot of stress and time, if these items could have been explained upfront and in person upon installation, and to just be seen, or appointment scheduled to be seen when I called for an evaluation for the existing problem to be seenIt didn't have to be done right thenMy concern that seems to have not been understood It was not that I thought there was a problem about the product or installationI just needed to request that the seal for door be evaluated to see what adjustment could be made as it is an adjustable seal, and like I had been told from the salesman upon the sale of seal that I could call for adjustment, or find out what could be doneIt only became a bigger concern after talking to [redacted] in the manner in which I was treatedI just wanted to see about an adjustment with someone actually coming out to look at it I wanted to be able to show them what I was seeing, so it could be explained to me in personAnd, that is still my request.In the company's response, they are saying someone will be calling to schedule an appointment within days to see the existing problem to evaluate, and that is acceptable to me as well, and will appreciate thatI will have my day payment for them, by check or money order at that time unless there is a bigger issue I have been keeping records and photos that should also be pertinent to the evaluationThey are attachedThe blankets and cardboard that you see are what I need to put down every time it rains, and is why I originally needed to seek a door company for help so that It wouldn't be necessary each time it rainsI ran out of space to attach the three other photosI will send this message, and the others will be attached separately immediately followingThe pictures should be helpful in case it is dry at the time they come out.Also, the areas shown are from one end of the garage to the other; they are not just in one areaThere is one area that is worse then the others that I will be glad to show them, and we can discussHopefully this helps to depict my concern.Thank you for any help that can be provided, and if you have any questions, please call.Sincerely, [redacted]

It is the desire of the company to provide quality service to all of our customers Our company installed replacement components for the customer at a discounted price and provided a day labor warranty Seven months after the service was provided, the customer called and requested we come back to the property, as the door was now not properly working The customer was informed of the service call, which is pursuant to the contract The customer did not want to pay for the service call and told us not to respond if we would not do it for free Although we wish that we could provide free services, the cost of doing business is very highAdditionally, the reason for a call back is often not associated with the original issue, as the garage door is usually the largest moving apparatus in a home and there can be numerous other problems causing symptoms...especially seven months labor.Of course our company will replace the component, if found to be defective, at no additional charges A service call, however, is required

Our company responded to the residence and discovered the garage door rollers in need of replacement, as well as one of them being out of track This situation commonly causes the symptoms that the customer complained of, the door jamming part way through operation.The customer agreed to the repair and upon completion the technician ran the garage door and the garage door opener several times to show that the door now functioned without jamming Because the automatic opener was tested several times in a row, the openers automatic thermal overload kicked in and shut down the motor to avoid overheating damage In order to meet UL safety requirements the garage door opener (mfg after 1980) should contain an automatic thermal overload in the motorIf the motor is run too many times in a short period of time the thermal overload cuts in and turns off the power to the motorOnce the motor has cooled below the threshold the system will automatically reset – no reset button to push.The customer was satisfied that the door issue was now resolved, as he witnessed the operation prior to the shutdown of the motor He paid for the service Please note that our technician recommended that the customer consider a new garage door opener, as the existing one was very old and past it's useful life The customer denied the recommendation, insisting that if the motor went out that they had a home warranty policy that would cover that.Later that Saturday, the customer called the office, however the technicians had left for the day Our staff informed the customer that we would call them back on Monday to set up a time to come by and evaluate the issue When we called back on Monday, the customer informed us that she had another company come out and repair the automatic opener She wanted a refund of the work that was done by our company, however, she did not understand that the job was for a separate and necessary issue on the garage door....not the automatic opener The customer did not offer us a reasonable amount of time to respond and offer a resolution for her issue, although the issue in question is separate from the necessary repair that we completed We completed a repair that was necessary and agreed to and unfortunately the customer's opener was old and needed work after we left.As a goodwill gesture, the company will offer the choice of $refund, a free service call with repair for a future repair or a complimentary maintenance lubrication service in It is with regret that the customer does not feel satisfied, so we make this offer as a goodwill gesture and not as any admission of wrongdoing or poor service

I am rejecting this response because:UNFAIR BUSINESS PRACTICESThe Consumer Protection Provisions of the contracted are ignored by company.Article allows the customer to rescind agreement with in business days of contract and a willingness to return all partsWe complied with that provision.This was not an "Emergency response" as our property and health were not at riskWe had cancelled another vendor the day before to use Door Mart, so an emergency did not exist.The technician took it upon himself to add this simple repair as an "Emergency" to waive the Consumer Protection ProvisionA simple signature on the initial authorization line was then "automatically" transposed on the "Emergency" waiver.Company man [redacted] stated that the parts alone were $ per springAbsolutely statementUNSAFE WORKOne of the brackets installed was loose.The tech installed undersized springs that completely lacked the lifting value as the garage door came crashing down instead of holding the weight of the garage door.For this and other reasons we want a return of $as repairs were performed by another licensed contractorYour undersized springs a re available for pickup [redacted] and [redacted] ***

I am rejecting this response because: This business does not do business fairlyI feel that they are a scam and purposely did not install my springs correctly so that they can charge me again to come adjust themI will be sure to not recommend them to anyoneThey lost my business and everyone I knows business

Attached is the contract as requestedPage contains the Service and Repair waiver

I am rejecting this response because: Due to the lack of response to my original request for help, (not demand) from Door-Mart, the existing problem has worsened in my garage each time it rains, and would not be acceptable for me to go through this for another days of waiting as they indicated; therefore, I no longer feel comfortable, and do not want them to even be on my propertyThe blankets and card board I've had to lay down to try and prevent water coming through, are no longer holding the water back as they are too soaked, and the water goes right through them.They have caused me to go through stress which has affected my health and well-being to where I will need to be seeing the doctor I need to move forward from this bad experience.I do not feel I am obligated to pay any additional cost due to services that were not rendered, and will need to find help and understanding to repair the problem, which I had asked for, with the flood problem in my garage which is the same, and getting worse, as before Door-Mart came out to install their seal[redacted] ***

It is our intention to provide great customer service to all of our customers Occasionally, a customer does not understand what has been explained to them and choose to blame a company that did not cause any problems with being "dishonest" and without integrity This is the farthest from the truth.As the customer states, the company was summoned on Saturday to evaluate the problem with the customer's opener The customer was informed of a service charge that would be waived with any work that was conducted Our technician arrived, diagnosed the issue with the opener and made the appropriate recommendation based on sound knowledge of the company What the customer does not tell you is that he has a [redacted] garage door opener, that is no longer manufactured The manufacturer has been out of business for approximately ten years Certified replacement parts, backed by reputable OEM dealers are no longer available for this opener This is why our technician sold the customer a new automatic opener Please see the attached link to see that the necessary part is no longer available by reputable parts manufacturers [redacted] The customer claims that he found a "part" needed for his repair on the internet (our diagnosis called out the problem and the necessary fix) for $ This part is NOT an OEM part, as they are no longer available.........it must be some copy cat part made overseas The customer did not buy this part, yet went to a "local" garage door company and bought the part for $ Okay, maybe he did buy a used part pulled out of a used, scrapped [redacted] operator What does this have to do with our service and our company? If you are a treasure hunter for old relic parts, please don't call our company.So, the customer decides to "stop payment" the check that he paid The customer knew that there was a $charge that was being waived with service work being completed, which included the response to his residence and the diagnosis of the problem So, not only did the customer stiff the company for the $service call, but he stopped payment on the $check and made our company order a new opener for his residence, that had to be returned (with a restock fee) The customer refused to remit the $service fee and it now appears that we ended up working for free.Our company does provide excellent service to thousands of customers each year Occasionally we do encounter some customers that are unreasonable, unappreciative and only see things from their side We do our best, but customers like this can never be satisfied.....unless you bow at their feet and work for free......we cannot work for free and it should never be expected.Door-Mart promises to provide above and beyond service at very reasonable rates, with added value service and day a week response for customer emergencies You can count on us.....but, if you expect us to work for free, we cannot survive that way.Door-Mart would like to be paid the $service charge, plus all charges that our bank charged the company for depositing a check that was "stopped"

To Whom This May Concern: We want to thank you for taking the time to communicate to us why our services did not meet your expectations*** contacted our company after experiencing issues with her Garage Door OpenerOur company responded to her issue the same day to determine at
the time of service that a part on the garage door opener needed to be replacedThe customer contracted us to perform the service of replacing the single part and by the end of the appointment has a functioning garage door openerA couple days later the customer contacted our office and explained that she was still experiencing issues with her garage door openerOur company responded by getting another technician out to the home to assess the situationThe technician determined that in order for the garage door opener to work, additional components/parts would need to be replacedWhile this is an unfortunate situation, It is difficult for one to determine how an existing system will respond to the replacement of a single part as additional internal components that aren't visible could have been affected from the original damaged part that was replacedBecause the additional parts and components would outweigh the value of a new garage door opener, our company provided the customer with mid grade to premium motor options for the customer to select fromThe customer declined to move forward with a replacement garage door opener until the original technician who preformed the original repair could reassess the situationOur company willingly sent out the original technician for his opinion to which he determined the same thing; the garage door opener needed to be replaced or the additional components would need to be replacedAgain, because the repair would outweigh the cost of a new garage door opener, the technician provided the customer with an estimate for a basic contractor grade opener The customer claimed to the technician that they could not afford the replacement at this time and would contact us at a later dateThe customer decided to contact another company for an additional evaluation of her garage door opener to which the company gave her the same assessment in determining that the most cost effective solution would be to replace the garage door openerThe customer choose to select the other company to replace her garage door openerThe customer contacts us almost a month later demanding a refundShould the customer have selected our company to replace her garage door opener, we would have been more than happy to credit a part of the original services towards an a new garage door opener in which she would have paid less with our company than the company she chooseUnfortunately, the customer did not select this optionAgain, we thank you for taking the time to communicate to us why our service did not meet your expectations as we have every desire to address your needs and provide the best solution available to resolve your issues as soon as possible

We have been very fair and have made efforts and accommodations for the customer, without a reasonable effort in return to resolve this issue We have gone above and beyond and regret that the consumer is not satisfied It is our intent to satisfy the customer, however we cannot control the level of any one individual's satisfaction

It is a desire of the company to provide great service toall of our customers. In this particularcase, the customer summoned our company for an emergency service to which weresponded to. The customer garage doorwas inoperable, off track and needed repair. The serviceman and customer
agreed on the service and remedy for theissue and the price for the same. Thejob was completed in a timely manner and the problem remedied. Approximately one month later, the customer had anotherissue with the garage door. Of courseour company stands by our work, however, we need a reasonable opportunity toinspect the problem and that was not given. The customer had tight time frames and demanded that we be there forthose time frames and not to send “Derek” back. The customer was advised of the difficulty in meeting thoserequests and time frames, but was advised that we would do our best to getthere, but we could not promise to meet the time framesUnfortunately we werenot able to make it during the customer’s limited time frame on that date andthe customer was irate. Dealing with an unhappy, irate and demanding customer isdifficult, however our company attempted to respond professionally and withinreasonable time frames to evaluate the issue and do what was necessary toremedy any problem that might be related to the original work. However, the customer in this case was toodemanding related to time frames and CANCELLED our response to his property forevaluation. After cancellation, he apparently had another companyrespond to his residence and made some adjustments and charged him $65. He uses this as a reference to the originalcall one month earlier that was remedied. Based off another company charging him a different price for what he perceivesas the same issue, he has decided that our job one month earlier was not worththe agreed upon price at the time. Garage doors are the largest moving thing in mosthomes. There are hundreds of points offailure within a working garage door system. One of the more common occurrences needing repair is the cables jumpingthe drums and the garage door coming off track or jamming up. The cause of this happening is usuallyunknown, as it can happen for many reasons. One common reason is the door closing on an item, or itemsstored in the garage getting tangled with the cables that run down the side ofthe door when it is closed. Theunsuspecting homeowner might engage the operator when something is in contactwith the cables, unknowingly causing binding, etcwhich causes the cables tocome off the spool, the door to jam, etc. After the fact it is usually impossible to determine the cause. In this case we do not know the cause of the second issuewhich occurred one month after the original service. We were not afforded the opportunity toevaluate and remedy any issue related to the repair that we did It is also unfair for the customer to comparethe two situations, as each occurrence of a cable coming off drum or door offtrack is unique and requires different actions to remedy. We also object to the customer’s attitude and the contentsof the letter that was sent to our company. There was a lot of demands, such as “firing” Derek because of slip shodwork, how he got “soaked” by our company, etc. Derek has been a qualified technician for approximately years and hasan outstanding record of quality work and servicing customers during that time.All of this being put out there on the record, we do notaccept the remedy requested by the customer. However, as a gesture of good faith and reasonableness, we do offer torefund the customer $that he is out for the other company responding to hisresidence. This is made withoutadmission to any cause of the second occurrence(We would need proof ofservice and a copy of the contract) In closing, it truly is our intention to assist and rescuecustomers from situations with their garage doors during regular business hoursAND during the nights and days when other companies are not availableTheaverage JOE does "off hour" emergencies and needs help often during those “offhours”. We have done it for many, manyyears and most customers truly appreciate the service that we provide. Most companies don’t even pick up theirphone. Our prices are very competitive for the operation that isrun to provide this type of service. Itis never fair to compare prices after the fact for different actions andcircumstances, especially when the prices have been agreed to prior to workcommencement. Anyone can Monday morningquarterback, but usually it is without the same circumstances or live presencethat these opinions are rendered

We are very sorry for the misunderstanding, miscommunication and your dissatisfaction with the garage door project. The initial confusion apparently stemmed from discussions regarding the stop payment made by you. We are absolutely willing to respond to investigate and correct any issues
with the installation. We will have a manager call you during the week to facilitate the response to your residence. We look forward to correcting any issues and strive for your satisfaction
Thank you,
*** *** - Door-Mart

The customer summoned our business to repair their garagedoor opener. Upon arrival, was charged adiscounted service call of $39, which is $off our standard rate for aservice call. It was determined that thecustomer needed a new garage door opener. The customer did not want to go
ahead with the purchase and installationof the opener Our company does not have free estimates on repairs. The advertised free estimate is in referenceto an estimator giving a free estimate on a new garage door purchase, not inrelation to a service call by a repair technician. It is our wish that all of our customers are happy andsatisfied with our service. As a goodfaith gesture, the company can offer the customer a voucher for a free lubricationservice on the garage door system, a $value. The company has already reduced the servicecall fee to $to provide our services

Dear Sir:This Letter is to inform you about my complaint submitted 3/24/against Door Mart( ID ***).Because of your action on my behalf, I received a check/refund yesterdayI would like to thank you for you for your help in getting my deposit of $backRevdex.com is truly a stellar organization, in keep customers safe from unscrupulous vendor.Yours truly,

I reject Door Mart’s response to my original complaint because there are not admitting that what they have done is an unethical business practice. To advertise a free estimate and then charge for it is wrong. I did not request a repair as they are implying but called for an estimate to repair or replace. I will only accept an apology and a refund of the $I was charged under pretenses. Thank You, *** ***

I am rejecting this response because:Despite *** being in the industry for 30+ years, it is obvious that he did not diagnose my garage door correctly and therefore do not repair it properly, as the repair lasted only hours which is not a viable service and therefore does not deserve paymentWhat happened to Door Mart’s warranty? Door Mart claiming now that they offer openers starting at $275, how come I was given an outrageous quote of $600-$1,for an opener nowhere near $and both technicians contradicted each other claiming different diagnoses? Again, if this is a reputable company and claims they would have credited me my payment of $toward a new opener, why can’t they credit me now by rightfully giving my money back? They did not repair my garage door properly forcing me to go elsewhere due to their incompetence, differing technician’s opinions and over inflated quoteI got the run around and I feel I was completed taken advantage of because I am a womanDO THE RIGHT THING AND GIVE ME BACK MY MONEYAs a consumer I have the right to take my business anywhere I want to and I was justified in doing soYou don’t get to take my money, not correctly repair my garage door opener, not honor your company’s warranty and still keep my money

We are very sorry that the customer is unhappy with the services from our company It is always our intent to provide timely and responsive service to assist customers with their garage door issues In this particular case, the customer summoned us to their residence to deal with a
damaged garage door issue Our technician was sent to the residence and went over the repair options and price prior to the work commencement This is noted in the complaint, by the customer The company provided the materials, labor and expertise to make the repair that was needed and agreed to prior to work commencement The work was completed as agreed and the technician left the residence Apparently, someone who was not present during the repair, does not value our service and expertise and feels that the price that was charged and agreed to prior to the job, was too high They apparently did not consider the high price of doing business in California, including workers compensation costs, labor, travel time, equipment expense, materials and payroll taxes We are not a company that works in the underground economy with unprofessional workers that don't report income Our company has highly trained professional service technicians that can identify and repair issues in less time, with better quality and higher quality materials that those companies that use "under the table" workers with no skill We cannot compete in the underground economy and win a job on price We cannot refund the customer, as we completed the work as agreed to and provided materials and labor accordingly

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me