Door-Mart

Customer has already been scheduled to be refunded his deposit, although he did sign the electronic contract and was emailed a copy. Checks are cut at the first of every month. In reference to 21 complaints filed, we consider that outstanding; considering we have served over 100,000 customers during...

the last 10 years.  Any issues were rectified.  This particular customer did not adhere to a contract that he did sign and after attempting to rectify with the customer, without success, the company processed a refund of the deposit.  It is always our intention to serve our customers with professional service and quality work.  In this particular case, the company did this, despite being stuck with a complete garage door system that was, in fact, ordered and signed for by the customer.

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 seen. It didn't have to be done right...

then. My concern that seems to have not been understood.  It was not that I thought there was a problem about the product or installation. I 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 done. It only became a bigger concern after talking to [redacted] in the manner in which I was treated. I 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 person. And, that is still my request.In the company's response, they are saying someone will be calling to schedule an appointment within 14 days to see the existing problem to evaluate, and that is acceptable to me as well, and will appreciate that. I will have my 30 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 evaluation. They are attached. The 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 rains. I ran out of space to attach the three other photos. I will send this message, and the others will be attached separately immediately following. The 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 area. There is one area that is worse then the others that I will be glad to show them, and we can discuss. Hopefully 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 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 $27.  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 $5.  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 $59 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 $59 service call, but he stopped payment on the $50 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 $59 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 7 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 $59 service charge, plus all charges that our bank charged the company for depositing a check that was "stopped".

We have completed our job, agreed to provide an on site evaluation as requested and expect to be paid what is owed.  We are not Mother Nature, but rather installed a bottom rubber gasket on the bottom of door as requested.  We did not guarantee that water would not intrude during storms. This customer is unreasonable and appears will never be satisfied.  Thx

Attached is the contract as requested. Page 15 contains the Service and Repair waiver.

Door-Mart has been in business for many decades and strives to service all of our customers with the best possible service, parts and value in the industry.  The customer summoned our company for an emergency same day service/repair and our technician responded the same morning.  The...

repair consisted of changing parts and labor on a very heavy garage door.  Our technician described all the recommendations and was given the go ahead to do the job.  The job was completed in good manner and the customer was satisfied.Please note that Door-Mart uses superior parts, made in America and have provided the customer with a great warranty on the products.  Somewhere after our service, someone must have told her that she could have gotten the same service for $200.  This simply is not true.  It is common for competitors to make these allegations after a job has been performed.  I can assure you that a fully licensed and insured company, with certified technicians, using the quality of parts that we used and providing the same warranty, could not have performed that job for $200....it is simply, just not true.In regards to the quality of the work and product, numerous companies are choosing to use inferior look alike products that are manufactured in Asia to compete in price.  Their products and service fall short every time.  We fix and replace these type of jobs all the time.  This is simply not a business model that we choose.  Unlike those other companies, the customer in this case has a superior company providing superior products and service response, as well as the assurance that our company backs up our products and work.Additionally, we have no record of the customer calling or notifying our company of her concerns.  This is the first that we are hearing of it.  In the spirit of good business, we would like to offer the customer a senior discount of 5%, as she has stated that she was a senior.  Usually, emergency same day service responses are not eligible for discounted services, but we would like to make that available in this case.  We are sorry that the customer feels the way that she does, but we can assure her that quality products and service were provided and we stand by our work.Thanks,[redacted]

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

The customer signed an electronic contract, knew the price prior to commencement of work and paid the technician for that work. She 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.."

We are very sorry that the customer is not satisfied, however, we provided parts and labor for an issue on their garage door.  As stated, our technician did repair their garage door, which was in need of resetting AND replaced the rollers.  The door DID operate normally several times, however, as stated in the previous response the automatic opener (which we did not service) overheated.  Our company advised of the thermal overload issues, but also recommended changing out the automatic operator due to it's age and being long past it's useful life.  The customer has made an admission that she DID say that she wanted it to go out so the Home Warranty would replace it...............this is what happened.Our company did offer to respond back to the residence, as noted, to evaluate the situation, however the customer did not want to wait.  We were not given a reasonable opportunity to remedy any situation that may have been caused by our company personnel, even though it was pretty apparent that it was something minor, unrelated to our repair.  Yes, the symptom may have been similar, however the causes appear to be different.  Unfortunately, we were not able to respond and check them out in a reasonable amount of time.We have made a reasonable offer as a goodwill gesture, yet it has been rejected.  We will not provide free materials and service for a job that we completed satisfactorily.In closing, we have served tens of thousands of satisfied customers over the years and will continue to do so.  We strive to make everyone happy, however, that may not be entirely possible.

I am rejecting this response because:UNFAIR BUSINESS PRACTICESThe Consumer Protection Provisions of the contracted are ignored by company.Article 10 allows the customer to rescind agreement with in 3 business days of contract and a willingness to return all parts. We complied with that provision.This was not an "Emergency response" as our property and health were not at risk. We 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 Provision. A simple signature on the initial authorization line was then "automatically" transposed on the "Emergency" waiver.Company man [redacted] stated that the parts alone were $ 178.00 per spring. Absolutely false statement. UNSAFE WORKOne of the brackets installed was loose.The tech installed 2 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 $578.00 as repairs were performed by another licensed contractor. Your undersized springs a re available for pickup. [redacted] and [redacted]

Review: My Mother called Door-Mart and they came out and gave her an estimate on her broken garage door. She decided to purchase the new door from Door_mart so she gave their contractor a $100 check deposit with $850 outstanding on the order. The next day, my Mom realized the color of the door in her estimate paperwork was white and she wanted a tan door. She called Door-Mart and they updated her order. The next week, my Mom called to verify the install date. At that time Door-Mart told her that they did not have the tan color garage door in stock and would have to order it. This would add another week she would have to wait. So my Mom cancelled the order and Door-Mart told her she could expect the refund of her deposit in 3-5 weeks. After 5 weeks, my Mom called Door-Mart and talked to [redacted]. he said since it was a "special order", my Mom would have to pay the remaining $850 balance on the order even though my Mother had cancelled the order weeks earlier and no one from Door-Mart had ever called her to tell her anything. I got on the phone with [redacted] and he kept insisting my Mother owed the money. I ended the call not having resolved anything with this company.Desired Settlement: I am requesting Door-Mart refund my Mother's $100 deposit on the garage door order she cancelled.

Business

Response:

Our records indicate that even though the garage door was special ordered and the deposit is not refundable, it has been submitted to Accounts Receivable for consideration for refund.

Consumer

Response:

I am rejecting this response because:

Review: I called this company to fix the broken spring on my garage door. I was in a hurry, and careless about asking the price. However, that does not excuse charging a senior home owner FOUR times the going rate for a repair service. Yes, $800 instead of $200. I am ashamed to admit I was cheated, but that's what happened. I only hope the repair holds.Desired Settlement: I would like the company to refund the overcharge. I am willing to pay a fair price for their work, but not four times what I should have.

Business

Response:

Door-Mart has been in business for many decades and strives to service all of our customers with the best possible service, parts and value in the industry. The customer summoned our company for an emergency same day service/repair and our technician responded the same morning. The repair consisted of changing parts and labor on a very heavy garage door. Our technician described all the recommendations and was given the go ahead to do the job. The job was completed in good manner and the customer was satisfied.Please note that Door-Mart uses superior parts, made in America and have provided the customer with a great warranty on the products. Somewhere after our service, someone must have told her that she could have gotten the same service for $200. This simply is not true. It is common for competitors to make these allegations after a job has been performed. I can assure you that a fully licensed and insured company, with certified technicians, using the quality of parts that we used and providing the same warranty, could not have performed that job for $200....it is simply, just not true.In regards to the quality of the work and product, numerous companies are choosing to use inferior look alike products that are manufactured in Asia to compete in price. Their products and service fall short every time. We fix and replace these type of jobs all the time. This is simply not a business model that we choose. Unlike those other companies, the customer in this case has a superior company providing superior products and service response, as well as the assurance that our company backs up our products and work.Additionally, we have no record of the customer calling or notifying our company of her concerns. This is the first that we are hearing of it. In the spirit of good business, we would like to offer the customer a senior discount of 5%, as she has stated that she was a senior. Usually, emergency same day service responses are not eligible for discounted services, but we would like to make that available in this case. We are sorry that the customer feels the way that she does, but we can assure her that quality products and service were provided and we stand by our work.Thanks,[redacted]

Consumer

Response:

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]

Review: On August 11, 2014 a technician of this company came to install a brand new garage door. Cost of services was quoted as $1400, with $700 upfront and the final $700 due at the successful and satisfactory completion of the work. The service technician stated he has not installed a garage door for a while and he did not have help that day. The installation was to take 4 hours but due to difficulties this technician had installing the garage door due to inexperience and defects in the product, the installation took over 6 hours. Despite the technician and myself noticing a damaged track, and despite my questioning on using a damaged track, he went forward with the installation. He would ask me to leave whenever I wanted to inspect progress and quality. Then when this technician was installing the fourth panel of the garage door, and lifting this heavy panel, a job that California Safety requirements would almost certainly require at least 2 people, he dropped the panel and damaged it. This was witnessed by me from my window. The panel was damaged and has a noticeable dent. Despite this and despite my demands to fix appropriately, he called the home office and must have been advised to complete the installation as he kept working. A different representative of the company came 3 days later (1 business day) and inspected the job. This representative took pictures of the damaged product and shoddy install work, took pictures and said he was sending these to the home office. 1 week later, I have not heard anything and I called the home office. The home office stated they did not receive any pictures. I then took pictures myself and sent them to the home office. The home office did acknowledge this receipt, but refused to comment on my request to come back, stating "I'll see what we can do."I then received communication in the mail from the company 1 month later that stated they will not correct the faulty installation without paying in full, the final $700. I will pay when install is correct.Desired Settlement: Replace fault track and damaged door panel to complete initial work to satisfaction and contractual agreements. Once this is done and inspected I will pay the final $700 as outlined in the contract. Asking for full payment before work is completed is not satisfactory and breaks the contract.

Business

Response:

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,

[redacted] - Door-Mart

Review: On March 25, 2015, we were moving into our home and during the move started having challenges with our garage door not going up all of the way. I looked in the [redacted] and chose Door-Mart to come out and diagnosis the problem for us and then we would see if we would allow this company to fix the problem. On Saturday, March 28 a technician came to our home. I left the house to run an errand and when I came back, the technician convinced my husband ([redacted]) that we needed new rollers and that replacing the rollers would fix our problem. Because my husband was just trying to get the garage door fixed so that we could continue moving in, he trusted the technician's diagnosis and paid him $175 to install new rollers. Right before the technician left, he checked the garage door and it did go up all of the way several times, and then it stopped in the middle again. The Door-Mart technician then indicated that the motor may be overheated and to let it cool off and the garage door should work just fine. We did just that, and the garage door continued to go up half way the entire weekend. We called Door-Mart several times following this day, left messages with a receptionist and was told that someone would call us back and no one called us. Needless to say, we were very upset that we paid $175 and still had the same problem with our garage door. On March 30, we contacted another company. The technician at this company came out, evaluated the problem that we were having, and indicated that he knew exactly what to do to fix this problem that we were having and he did just that. We have had NO MORE PROBLEMS with our garage door since he fixed the problem, and we had to pay for this service call as well. Bottomline, we paid Door-Mart $175 for something that did not fix our problem and feel that the technician from Door-Mart took advantage of us because we were in a vunerable state due to us just moving into this home and we were anxious to get the problem fixed. I sent Door-Mart an email this morning (April 13) and finally received a call back this afternoon from a man who was the Supervisor. He argued back and forth with me about this and stated that his technician did nothing wrong and did not want to settle this. I told him that I could show him the invoice on the repairs that were done by the another company and then I read it to him so he could see exactly what was fixed and he still tried to argue the point of why we were charged for rollers. I told him that obviously we did not need new rollers because that was not the problem and want to know how he is going to compensate us or reimburse us for this error. Needless to say, he basically told me he wasnt going to do anything about this. So I told him I will take it higher and we hung up. I then called back to get his name and was hung up on 3 times by the receptionist. The last time I called, the receptionist told me to just send the letter to Door-Mart and would not give me the supervisors name.I did indicate in my email to Door-Mart that I was going to report the company to the [redacted], Revdex.com, and I am going to consult legal advice.Desired Settlement: I would like a refund. We were charged $175 to fix the garage door problem on it only going up half way, and when the technician left, we were still having that same problem. We are not asking them to pay for the service call for the 2nd company, just the money that we paid Door-Mart to fix the garage and it was not fixed.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

We are very sorry that the customer is not satisfied, however, we provided parts and labor for an issue on their garage door. As stated, our technician did repair their garage door, which was in need of resetting AND replaced the rollers. The door DID operate normally several times, however, as stated in the previous response the automatic opener (which we did not service) overheated. Our company advised of the thermal overload issues, but also recommended changing out the automatic operator due to it's age and being long past it's useful life. The customer has made an admission that she DID say that she wanted it to go out so the Home Warranty would replace it...............this is what happened.Our company did offer to respond back to the residence, as noted, to evaluate the situation, however the customer did not want to wait. We were not given a reasonable opportunity to remedy any situation that may have been caused by our company personnel, even though it was pretty apparent that it was something minor, unrelated to our repair. Yes, the symptom may have been similar, however the causes appear to be different. Unfortunately, we were not able to respond and check them out in a reasonable amount of time.We have made a reasonable offer as a goodwill gesture, yet it has been rejected. We will not provide free materials and service for a job that we completed satisfactorily.In closing, we have served tens of thousands of satisfied customers over the years and will continue to do so. We strive to make everyone happy, however, that may not be entirely possible.

Consumer

Response:

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.

Review: I paid Door-Mart $175 to repair my garage door and it worked for 2 days but then was worse than when I started. I had to call twice and a second technician came out and said I needed a new unit, quoting between $600-&1,200! Feeling like I was getting totally ripped off, I insisted to have the original technician come back out who originally told me I didn't need a new unit. The original technician came out and said it was a defective part he put in but if he replaced the defective part, he would have to charge me again! Realizing I was getting the run around and made a HUGE mistake by calling Door-Mart, I called Overhead Door for a second opinion and they did replace the unit but for only $312. Door-Mart manager/supervisor have never returned my calls and I want my $175 back because they did not repair my garage door per agreement. There is no service charge warranted as they did not correctly service my garage door. Unfortunately, I paid by check and it was deposited the day after the first service call which I later learned when an issue became apparent so I couldn't stop payment and my bank couldn't do anything at this point. They have had my money the whole time which is why they are ignoring me. Hopefully, if they are a reputable company they will want to rectify this situation.Desired Settlement: $175 refund

Business

Response:

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. [redacted] contacted our company after experiencing issues with her Garage Door Opener. Our 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 replaced. The customer contracted us to perform the service of replacing the single part and by the end of the appointment has a functioning garage door opener. A couple days later the customer contacted our office and explained that she was still experiencing issues with her garage door opener. Our company responded by getting another technician out to the home to assess the situation. The technician determined that in order for the garage door opener to work, additional components/parts would need to be replaced. While 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 replaced. Because 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 from. The customer declined to move forward with a replacement garage door opener until the original technician who preformed the original repair could reassess the situation. Our 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 replaced. Again, 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 date. The 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 opener. The customer choose to select the other company to replace her garage door opener. The customer contacts us almost a month later demanding a refund. Should 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 choose... Unfortunately, the customer did not select this option. Again, 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.

Business

Response:

Although we understand and sympathize with the customers frustrations, we don't agree with the facts presented. Our technician, [redacted], who has been in the industry for 30+ years, repaired the garage door opener properly on the initial call. Other 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 cost. We have offered various solutions that were not acceptable to the owner and we have come to an impasse as to a resolution to this problem. A note in regards to the quote for the more expensive openers; we also offer contractor economy grade openers starting at $275. There's a wide variety of choices and various garage door openers across a very wide price range. The customer's comparison to other companies Garage Door Openers is apples to oranges... Mercedes to Nissan... it 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.

Consumer

Response:

I am rejecting this response because:Despite [redacted] 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 36 hours which is not a viable service and therefore does not deserve payment. What 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-$1,200 for an opener nowhere near $275 and both technicians contradicted each other claiming 2 different diagnoses? Again, if this is a reputable company and claims they would have credited me my payment of $175 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 quote. I got the run around and I feel I was completed taken advantage of because I am a woman. DO THE RIGHT THING AND GIVE ME BACK MY MONEY. As a consumer I have the right to take my business anywhere I want to and I was justified in doing so. You 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.

Review: I have been dealing with Door Mart for over 2 months trying to get my garage door spring and openner fixed. They sent multiple technicians out to my home 3 of which who were not qualified to do the work that needded to be done. Their senior technician installed the incorrect spring for my garage door and when the work he did was seen by the company that actually ended up fixing my garage door, I was told that the spring installed by door mart was actually dangerous to work on. In trying to address this issue with the company, I have gotten the run around and they have not returned my calls.Desired Settlement: I am asking for a refund for the money I paid to get the proper springs installed ($195.00) and also a refund of a downpayment for a grage door openner that was never installed. I would also like it noted in their record that their technicians lack proper training and that the work they do in people's homes is unsafe. The spring they installed was not meant to carry the weight load of my garage door and this could have lead to serious injury to a member of my family.

Business

Response:

We are very sorry for all the misunderstanding that has taken place. Door-Mart will refund any down payment for a garage door opener that was not installed. In regards to the springs, and what another company has told you, we will need to arrange a physical check to see if this is in fact the case. We need this opportunity to make things right, if there is indeed, anything that needs to be corrected. It is not uncommon for other companies to make statements that are not true. We look forward to making this confusing situation right.

Door-Mart has serviced tens of thousands of satisfied customers over a 30 year period and we will make every effort to rectify this situations.

A Door-Mart manager will contact you this business week to coordinate a physical inspection of the work and parts.

Thank you,

[redacted] - Door-Mart

Review: I called the above company and received a quote and then they told me it would cost 1.5 times more. I stopped our negotiations- June 2013. I made the mistake and called the same company and they gave me a quote and I said install. The repairmen was having a problem with the styro foam. He said he couldn't bend the material so I said I needed material that wouldn't break. Over the next months I called and was stalled and eventually I said no one was calling me and I stated I would make a complaint. Note the contract para (D) states no payment is due and the contractor may not accept any payment until the work is completed. August 2014Desired Settlement: To send my $39 to you or you can continue to black ball this company.

Business

Response:

We are sorry that you have had a bad experience with our company. We have served tens of thousands of customers throughout California for over 30 years and it is our goal to make each customer satisfied. In this particular case, our technician was told to stop the work that was authorized, as you did not want the type of insulation that was ordered for your door. It appears that the offer for more expensive insulation was turned down and we could not complete the more expensive work for a price of the less expensive materials.

We are perplexed by the "blackball" comment and do not know how to proceed after a comment like that. Please keep in mind that our company only charged you the $39 service call, even though you stopped the work. Our company lost revenue on the rejected materials and did not collect the payment due from you for those materials.

I had a run in with my garage door Monday morning when leaving for work and called this company in a hurry. They were able to get someone out to repair the door later that same morning, I was very pleased. Not only was the technician super knowledgeable, he was kind and had a good sense of humor as well. He was able to repair my garage door quickly and efficiently and I was able to go into work a little later that day. Thank you for the hassle-free service!

Review: A month ago Door-mart repaired our garage door. My wife was home at the time. The invoice was not itemized at all, no prices for labor or repair items. The door barely functioned after the repair person left. We don't use the door that much. In a short time the door massively malfunctioned, came off it guides and could not be closed. I called Door-mart to fix the mess they made. One day I waited 3 hours for a repair appointment, no show. I made a new appointment for the next day, again no show. I finally cancelled the appointment and called another garage repair firm. Door-mart charged $250 for adjusting the door and installing two cable guides. [redacted] came out, adjusted the cables like Door-mart claimed, took the cable guides off that they said were improperly installed, and in 15 minutes were done. And we were charged $65! Door-mart did not itemize their invoice, improperly adjusted the door, and installed guides improperly. In short they broke the law by not itemizing the work (I can send you a copy) and overcharged us. My wife and I are senior citizens and were taken advantage of by Door-mart. I asked to speak to a manager and so far no call. I complained to the California Consumer protection and to Door-mart.Desired Settlement: I want our $250 back and Door-mart investigated for unethical business practices, overcharging, and not properly filling our work orders.

Business

Response:

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 frames. Unfortunately 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, etc. which 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 10 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 $65 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 available. Theaverage 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.

Review: Feb '14 had new garage door motor installed. Less than year later started having issues w/ garage door not closing all the way. Called Door Mart, tech came & during inspection of garage he broke a spring. He said springs were old & low quality so causing motor to work too hard. We had springs replaced & paid $273. If springs were bad & poor quality isn't that something that should have been found during initial visit when garage door motor replaced to prevent future problems? If it is known that bad springs will make motor work harder why not mention option of having it replaced? Less than 2 months later same problem. Called for service again & told for issues under warranty couldn't have tech come same day or be charged more for service call. Waited until next day. Told depending on the problem may or may not be under warranty. We were told the service call would be $19 since their records show this as ongoing problem. When tech comes he presses a few buttons & garage door works. He tells us we have to pay for both service call fee $89 labor because it was out of warranty. Labor??? We were not even told what problem was & were not asked if we wanted to proceed w/ getting it fixed for $89. Tech said he performed work so he had to be paid before he left. He said we could call office & discuss reimbursement w/ them. I was told the person I originally spoke to was at meeting & to call back after 3:30pm. I called ~4pm & told person not in office. I asked to be called back. Two weeks later still no call. Emailed, no response. Having same issue again. Called & asked to speak to mgr on 5/28 ~345pm, told they were at lunch. All mgrs take lunch at same time? Was told actually at offsite mtg. Asked to be called back. No call. 5/29 I call back ~10am. No mgr available, but was promised I would get a call back before end of business day. I still have not heard from them.Desired Settlement: We would like this issue settled and have the $89 amount we paid for labor we did not authorize refunded.

Business

Response:

It is the intention of our company to satisfy all of our customers and go above and beyond with service. For over 30 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 $89 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 $100 to the customer to be used in 2016. Customers need to understand that the garage door system is the largest moving apparatus in most homes AND they require regular maintenance.

Consumer

Response:

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 2016 which is 6 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.