Door-Mart

I am rejecting this response because: I DON'T REMEMBER SIGNING ANY ELECTRONIC PAPERWORK, HE TOLD ME VERBALLY IT WAS $AS I STATED I EXPECTED MORE FOR MY MONEY THEN MINUTES WORTH OF WORK AND THEN MINUTES WORTH OF TALK.! THE TECH WOULD NOT EVEN GIVE ME A INVOICE THAT SHOWED PAID, HE WROTE IT ON A CARD AND TOLD ME I WOULD GET A COPY IN A E-MAIL SO WHERE IS IT?MY SON IS A WITNESS, THE TECH ONLY WORKED ON MY HOUSE NO MORE THAT MINUTES AND THE REST OF THE TIME WE TALKEDSUCH LIARS, ARE THEY THAT DESPERATE FOR WORK? I HAVE NO MORE TO SAY ON THIS MATTER, I WAS CHARGED $FOR EACH ALUMUMN FOOT BAR WHICH THERE WAS BARS INSTALLED, AND I HAVE PRICED THAT MATERIAL AT OTHER PLACES AND THE PRICES ARE NO MORE THEN $EACHBUYERS REMORSE I DO NOT HAVE, IT IS A CREDIBILITY ISSUE I HAVE WITH THIS COMPANY THAT LIES AND TRYS TO RIP OFF PEOPLESORRY I WILL NOT BE RIPED OFF, I EXPECT MORE THEN MINUTES AND ALUMUMN BARS FOR $I WANT A REFUND AND AN APOLIGY FOR TRYING TO MAKE A LIAR OUT OF ME!

Although we are taken back by the customer's path to action and disagree completely with his assertions, we have agreed to an agreed refund

Responding to this matter and using the Revdex.com platform; In an attempt to comply with format and privacy issues, please note that names and certain details will be generalized. First and foremost, it is the company desire for customers to be satisfied and we do whatever we can to reach an
equitable resolution regarding any disagreements that may arise. We have serviced thousands of customers and do our best to satisfy each and every customer. Sometimes, a reasonable resolution cannot be reached via reasonable negotiation. On or about November 12th, the company was summoned to the customer/complainants home for a garage door repair. The repair was discussed, price was agreed to and the work commenced. During the work, another component broke, as a result of lifetime wear. The customer/complainant agreed to the additional work and the repair was completed. The customer/complainant paid for the work and the company personnel left the residence. On or about the next day the customer called in and complained about the price of the job. She discussed it with a company employee, who agreed to make a $refund in order to make the customer happy. A few days later, the customer's husband called and talked with the same employee. He notified him that he had sent in an email cancelling the job, pursuant to a day right to cancel. The employee told him that the customer/complainant had waived the right to cancel in order to have the same day work performed. The husband was still not satisfied and told the employee that he already had another company out to redo the repair and that we could pick up our parts from his house. The company employee subsequently offered the customer/complainant a $refund as a final offer to help resolve the dissatisfaction of the customer. The husband refused and said he was going to call the Revdex.com. I would like to line item respond to each of the complaint details, as a matter of record and as a basis for the company response. Improperly installed springs: There was never a mention of the springs that we installed being "improperly installed" until this notice. Our experienced installer indicated that the garage door springs installed were done so correctly and tested out balanced. Even in a case if there was some issue, the customer/complainant never gave the opportunity to rectify any issue with the installation. If that had been the case, we would have promptly responded to the property and rectified any deficiency. Failed to honor contract cancellation: At the time of the service, the customer waived the right to cancel, in order to have the work done same day. We have the signed waiver copy. Failed to timely provide copy of contract: The contract was electronically presented and signed and immediately emailed to the email address provided by the customer. Used one signature and duplicated throughout multiple signing locations: The electronic contract, prices and procedures were explained to the customer prior to signing. The customer understood what she was signing and how the electronic signature would be applied within the contract. Grossly overcharged: Our prices reflect the superior materials used, as well as all of the other costs of doing legitimate, same day response business in California; including fair wages and benefits, employment taxes, workers compensation insurance, vehicle and transportation costs, regulatory fees, insurances, advertising, etc. We did not promise the lowest price in the industry, nor can we compete with non-licensed, unqualified independents working in the underground economy. Misrepresented prices of parts: Our pricing is done on a per job, bundling basis, including the service, parts and labor and is not broken down to parts prices. Failed to provide receipts of parts prices as promised: The contract copy was emailed to the customer immediately upon receiving the email address. This had the price of the job within the contract. Falsely interprets job as emergency: The customer wanted the repair done the same day and waived the cancellation rights in order for the company to do the repair as an emergency, same day repair. They needed the use of their garage door immediately. In conclusion, we regret and are sorry that the customer had an experience that they determined was not satisfactory due to the price of the project. The customer was given the details and agreed to those detailsThe company did respond to the property promptly, provided immediate service, parts and labor and completed all of this in a timely manner. An offer of compromise was made and agreed to and then rejected later by the customer's husband. A more generous compromise refund offer was made, however that was also rejected. The company did do the work to improve the customer's property and deserves to be paid. The company does not wish for dissatisfied customers and as a resolution will still honor the $refund to the customer. We appreciate the opportunity for all parties to understand and be reasonable in the expectation of an acceptable resolution. The company feels that they have made a good effort to do so

It is the intention of our company to satisfy all of our customers and go above and beyond with service For over years, we have satisfied tens of thousands of customers with their garage door needs With the high volume of clients that we serve on a daily basis, occasionally there is
a customer who does not understand or will not apply reasonableness to a situation.In this case, the company installed a new automatic garage door opener system over a year ago After the majority of a year had passed, a SEPARATE component of the garage door failed, the torsion spring system This system has nothing to do with the AUTOMATIC GARAGE DOOR OPENER that we installed a year earlier The customer summoned our company and we explained the options; the customer chose to replace the torsion springs, which we did for her.A question has arisen regarding the relationship between the two separate services/replacements The customer feel that one year earlier, when changing the automatic opener, we should have known that her torsion springs would break one year later The fact is that there is no know way to visually test the cycle left left in torsion springs, however, it is a common practice of our technicians to recommend changing them as a maintenance item The garage door springs were operating normally at the time of the garage door opener installation.The customer was informed of the latest $charge, as subsequent adjustments were made to her garage door opener as a result of the garage doors operation We responded to the home, conducted the service/repair and were paid accordingly.In regards to calling and speaking with a manager, the customer did speak with a management representative, but did not like that she was told that the charges would not be refunded, as these were separate issues.In the interest of good faith and ongoing customer service, we would like to offer a garage door maintenance service, valued at over $to the customer to be used in Customers need to understand that the garage door system is the largest moving apparatus in most homes AND they require regular maintenance

I am rejecting this response because: I feel as a customer that I have the right to know what price im charged for parts and what the technician's hourly rate is that im being charged forThe person that made the repair WAS at the house from to am. In addition, what about the $estimate fee the technician said would be deducted from the price if we had the repair done: no mention on the invoice that I received that How is that fair?Perhaps by law you are not required to break down your prices, I will look into that, but maybe in the future your company might consider at least letting the customer know what your prices are for parts and labor

I am rejecting this response because: I contacted the manufacturer of the garage door motor and from the information I obtained from the manufacturer I am sure Garage Door Mart was NOT acting in the best interest of the customer Even now with their response they are offering a maintenance check in which is months away Since our last encounter with them the issue with the garage door persisted Only after talking with the manufacturer did we finally correct the problem an issue the Garage Door Mart tech never even mentioned to us

Although we understand and sympathize with the customers frustrations, we don't agree with the facts presentedOur technician, ***, who has been in the industry for 30+ years, repaired the garage door opener properly on the initial callOther issues developed with old opener, similar to what can happen with an automobile and as the repairing company we are not responsible for additional problems to be fixed as part of the original repair costWe have offered various solutions that were not acceptable to the owner and we have come to an impasse as to a resolution to this problemA note in regards to the quote for the more expensive openers; we also offer contractor economy grade openers starting at $There's a wide variety of choices and various garage door openers across a very wide price rangeThe customer's comparison to other companies Garage Door Openers is apples to orangesMercedes to Nissanit is not a valid comparison We are sorry we are unable to come to a resolution to the customers satisfaction, However we did provide a viable service and deserve to be paid

I am rejecting this response because: I have never opened the garage since it was installedThe garage had been empty the whole timeThe technician never opened it in front of meHe just showed me that they were installedSo I assumed they were on correct since they look like they areI recently acquired an automobile and brought it home and tried to park out in the garage, that is when I found that the for will not stay openThis company should be backing up it's laborIt is not the product that is faulty, it is the labor that was doneAnd even if it was discounted, does not mean to do a halfway decent job

It is always the company's intention to provide top quality customer service throughout the process of any job.  Somehow in this situation, there has been miscommunication or misunderstanding that has arisen.  The company provided quality materials, professional installation and timely response to a customer job request.  Sometime after the installation, the customer had concerns regarding the product and installation.  During these telephone conversations, it appears that there might have been a misunderstanding or miscommunication over the phone.  The customer should understand that no garage door product is made that can waterproof a garage door, as there must be clearances for movement of the largest moving apparatus in most homes.  The product installed was a barrier that can reduce certain weather penetration, but the physical characteristics and condition of the property will also play a role.  During these conversations the customer appears to equate the answers to questions with being rude during the response.  There was no intention of such and the company apologizes if it appeared to the customer that the response was rude and inconsiderate.  The notion that the response was based on some sort of gender treatment, however, is rejected and is utterly ridiculous!The company does intend to contact the customer within 14 days to schedule a time for someone to come out and evaluate her concerns in person.  Thank you.

A search of our records indicates that on November 3, 2014 we received a request for service from the complainant.  Unfortunately, due to an unexpected manpower shortage that day, we were not able to respond to the job. Since we were not able to service the customer, as a courtesy, we referred...

the request for service response to another licensed garage door company.  Door-Mart did not service this customer in regards to her garage door.Although we refer work to several licensed companies, once they respond and deal with the customer, we have nothing to do with that job.  There is no contract, no agreement, nor any monies collected or paid to our company.  Please have the consumer check to see what company the customer made payment....as well as look at the contract.  The customer will not find our company associated with that.We are sorry for the lack of satisfaction with the other company, however we are not in control of any leverage or likewise to do anything about it.I request that this compaint be deemed null and void.Thank you very much,Door-Mart Management

I am rejecting this response because:1.  The technician indicated to us that replacing the rollers would fix this problem, and it did not. THIS IS THE ISSUE - THE ROLLERS DID NOT FIX THE PROBLEM, YET WE WERE CHARGED $175 FOR SOMETHING THAT DID NOT FIX OUR PROBLEM!!!!   Everything else that is being said is irrelevant.  When the technican himself saw that it stopped half way after opening and closing it several times,he then told us to let the motor cool off and it should be ok.  Again, I only brought up the Home warranty because we had just moved there and I indicated that I was going to look into it, but that had nothing to do with the technician telling us the rollers would take care of the problem, which they did not.  I am only asking for I think is fair.  2.  We called back several times to get this resolved and no one called us back.  it wasn't until I sent an email weeks later that I received a call from a very rude supervisor.  He argued with me the entire time.  What happened to Customer Service, and the customer is always right.  We are not trying to scam this company, but do feel that we were scammed.3.  Because of what I am having to go through with this company, I will not ever utilize them again, nor refer anyone to them, and will make sure that everybody that I know - and I know a lot of people, will never utilize them.Its obvious we are not going to agree, so I have no other choice but to take this an attorney,which I will be doing next week.  I am not backing down on this, I will not be taken advantage of.  The End.

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 14 days of waiting as they indicated; therefore, I no longer feel comfortable, and do not want them to even be on my property. The 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]

Door-Mart has been in business for decades and has served thousands of satisfied customers each year.  It is our desire to provide quality service to all of our customers.  Our business model is that of a company that strives to go above and beyond with our service,...

including running an operation that maintains an on duty staff during what is considered "off" days and hours to other businesses.The company was summoned on 4/17/2015 where the customer stated that after hitting her garage door button her motor had “frozen up”.  Our technician arrived, diagnosed the issue with the opener and made the appropriate recommendation. The customer agreed to the repair, and the repair was subsequently made by the technician. The issues were resolved upon completion of the repair and the opener was working normally. The customer was presented with the bill of $125.00 which included the necessary repair and trip to the residence. In this particular matter, we reject the notion that the customer was "taken advantage” of in any way. Our technician was summoned to provide a service, in which was performed and agreed to. The technician performed the necessary repair to fix the issue with the garage door opener. The technician even pre-warned the customer of the recurring issues and failure with this specific opener related to its age.  He provided a preventive solution to future issues by leaving an estimate on the replacement of a new garage door opener. He left the customer with multiple choices for her to choose at her discretion.  After the initial visit, the customer neither informed us of any additional problem nor gave us any opportunity to remedy the problem. The customer did call back 45 days later, and requested a refund even though we were never informed of any additional issues prior to that time. Unfortunately, without providing us the opportunity to remedy any additional issues, we were not able to provide a refund. In addition, we also would like to note that you have misrepresented the time that our technician was at your residence.  He was there much longer than 10 minutes as stated, and by your own admission, he diagnosed the true issues with your garage door opener system and provided the service that you agreed to.  We know the time elements, as the service trucks have GPS trackers installed and we have done our homework.  We also don't think that we should be judged by how fast our qualified technicians were able to diagnose the issue and provide the repairs needed to remedy the problem.  It takes a lot of training and experience to work efficiently and expediently and our technician did an excellent job in this case. In closing, we feel that we have explained our position to you and the Revdex.com.  It is representative of the facts and in line with our business purpose.  We have not done anything wrong and feel that all obligations have been met concerning this issue.  As with any of our customers, we stand by our work and our parts.  If you still have issue with our service in this case, we will still try to resolve those in an equitable manner.

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 30 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 high. Additionally, 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.

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) - 3 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 3 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 $175 to fix the garage door stopping problem, and still had it when they left.  Then contacted the Garage Doctor and had to pay him $85 and its been working ever since.  That is a total of $260 spent.  We are requesting that the Door-Mart refund us half of the total amount - $130 - that we spent.

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 motor. If 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 motor. Once 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 normal 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 $29 refund, a free service call with repair for a future repair or a complimentary maintenance lubrication service in 2016.  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 confused and find it ironic that the customer is sending in pictures when she has demanded that we come by in person to evaluate the install.  We will contact the customer, as previously stated.  The deposit can be credited to the remaining balance.Thanks

I am rejecting this response because: Although the business response states that I could not have gotten the work done for $200, which may be correct, it does not address the fact that I was charged the exorbitant amount of $821.00 for a job that should have cost a maximum of $300.00.  I am still requesting a refund of $500.00, which would bring my cost down to what it should have cost for a quality repair.  I am a senior citizen, a retired teacher, and to me that $500 is an important sum.  The bottom line is that I still feel strongly that I was cheated by Door-Mart.[redacted]

In response to the rejection of the offer, we regret that the original response was in fact a response to another customer.  The online system at Revdex.com does not allow for a retraction once a response was sent. When the original response was sent, it unfortunately was sent to the wrong customer;...

for that we apologize.Door-Mart has been in business for decades and has served thousands of satisfied customers each year.  It is our desire to provide quality service to all of our customers.  Our business model is that of a company that strives to go above and beyond with our service, including running an operation that maintains an on duty staff during what is considered "off" days and hours to other businesses.In this particular matter, we reject the notion that the customer was "price gouged" or taken advantage of in any way.  We reject the notion that there is any such "going rate" for services provided in this industry, the same as there is not a "going rate" to get your tires changed.  We reject the notion that anything reflected on [redacted] is factual or the [redacted] service is reliable in any such manner, nor should be used as factual basis for anything.  We reject the notion that quoting internet pricing on unknown quality products is a reliable, nor representative comparison basis for a repair service company that responds to a customers home when summoned, provides on the spot service and parts supply with tested, reliable, quality products.Please do not take this wrong.  We appreciate the business.  However, we are sometimes dumbfounded at what appears to be regret from the customer, ex post facto.  Although we feel [redacted] is very unreliable and unaccountable rating service, if you felt differently, then why did you not rely on that prior to summoning the company to your residence?  If you wanted to pay your so called "going rate" for services, then why did you not instruct your wife to make the effort to make sure that our agreed upon price fit into your perception of "going rates"?  If you wanted to order unknown parts from the internet and do the work yourself, then why did you not do that prior to agreeing for the company to do the work?  It makes no sense on why you want to blame the company that provided you with timely, great service and paint a picture of the company as one with bad service or intentions......we categorically reject your claims.In addition, we also would like to note that you have misrepresented the time that our technician was at your residence.  He was there much longer than 20 minutes as stated, and by your own admission, he diagnosed the true issues with your garage door system and provide the service and materials that your wife agreed to.  We know the time elements, as the service trucks have GPS trackers installed and we have done our homework.  We also don't think that we should be judged by how fast our qualified technicians were able to diagnose the issue and provide the repairs needed to remedy the problem.  It takes a lot of training and experience to work efficiently and expediently and our technician did an excellent job in this case.We do run an expensive business operation; as the costs associated with 7 day a week, on duty technician availability are high.  For that reason and many others, our prices may not be the lowest, however, they are very competitive when compared to the few other companies that run such operations in this particular field.  We stand by our prices and the service and materials that we provide.  Additionally, our company is fair to it's employees and does provide all the other mandated insurances and compliance practices required to conduct business; and as all of us should know, those costs are exorbitant.  Unfortunately, we cannot run a business the same way that an undocumented handyman working in the underground cash economy can as far as price is concerned.In closing, we feel that we have explained our position to you and the Revdex.com.  It is representative of the facts and in line with our business purpose.  We have not done anything wrong and feel that all obligations have been met concerning this issue.  As with any of our customers, we stand by our work and our parts.  If you still have issue with our service in this case, we will still try to resolve those in an equitable manner.Thank you.

I am rejecting this response because:  I feel Door Mart did not show good customer service when the repairman said someonewould call Sat afternoon to set up an appointment.  No one called.  No one called Monday.  I finally called late Monday morning.I question if I would of received a phone call and how long I would of waited.  He was also over an hour late.  No phone call from him. The repairman never mentioned a service charge.  He only wanted a $50.00 deposit.  I decided to not use the replacement part and instead got a quote for a new opener with new sensors and rail. ([redacted]). The quote was for $130.00 less that the quote from Door Mart.  This is a big savings for customers on a fixed income.I also asked for a Senior Discount from Door Mart and was told by the repairman he would not charge us tax and that wouldtake care of the discount.  Is this legal?  Doesn't every business have to collect tax?I realize the company is trying to make me look like a whiner and wanting something for nothing.  This was not the case.I'm used to honest and reliable service and repairmen being on time.  In my opinion, Door Mart did not provide me with satisfactory customerservice.