Door-Mart

On 6/5/2014 I had technician Garrett come out to my residence. He was very polite and friendly when I answered the door and when he examined the problem with my garage door, he knew exactly what the problem was and kept me informed throughout the repair explaining to me what he was doing and how these different parts work. He was very kind to my kids who are 5 and 9 years old who were very intrigued by what was going on. The repair was done fast and the workmanship looked very professional. I will definitely be calling these guys again if I ever have any more garage door needs! 5 stars in my book!

Review: My name is [redacted] from Vacaville, CA. On Sunday, July 20th, 2014 my garage door stopped working due to a broken spring. After looking on the internet, I found a company that does repair work on Sundays, which was the Door-Mart Garage Door Company (11286 Pyrites Way Ste. 110, Gold River, CA, 95670, Lic.#898715). The technician [redacted] came out promptly, and after negotiating a price, he began to work on the garage door. I was present for the entire duration of the appointment as he worked on the springs, the door, and the motor controls. Being a veteran from the US Air Force, I am glad that Door-Mart hired a veteran from the US Navy such as [redacted]. On August 5th, 2014, my daughter was standing beneath the open garage door unloading groceries. At the same time, I was coming home from work and pushed the button to open, not knowing that the garage was already open. This caused the garage door to begin closing on my daughter. I immediately pushed up on the garage door to reverse it as always, but it did not stop closing. Fearing for my daughters safety, I continued to keep holding the garage door up until the center collapsed. The mechanical arm from the motor then ripped from the door. Not only was the garage door damaged, but I also suffered injury to my right wrist, right shoulder and left lower back. I would like to mention that the damage and injury suffered by myself and my daughter could have been much worse. I discovered upon investigating the motor that the garage door close controls were set to maximum. I am not an expert, but I believe this setting programs the garage door to continue closing even if there is an obstruction beneath it. This indicates that [redacted] from Door-Mart did not reset the motor controls to the previous settings, where the garage door will not close if there is an obstruction beneath it. On August 6th, 2014, I contacted Door-Mart and spoke to [redacted] and reported this incident to her. She then told me that all the managers were in a meeting and that she would have one of them contact me. Later that morning, [redacted] the manager called me, informing me that he would need to speak to [redacted] the technician and also to view the paperwork, which was locked and unreadable. [redacted] said he would contact me no later than August 7th, 2014. As of 10:00am this morning, August 7th, 2014, there has been no contact from the company.Desired Settlement: Since my current garage door is beyond repair, I would like to have the Door-Mart Garage Door Company take responsibility for their mistake and pay a different, local garage door company of my choice to replace and repaint my garage door to exactly how it was prior to this incident immediately. The injuries I suffered will hopefully get better, but I will deal with the company personally or through my legal means.

Business

Response:

We are attempting to contact the customer to discuss this situation, however the customer is not returning our manager, [redacted]'s phone calls. We hope that you can send a message to him to contact [redacted] at Door-Mart.

Door-Mart has attempted to investigate and discuss this situation with the customer, but the customer is making it extremely difficult to proceed. Our best efforts have been made and we are waiting for the customer to allow us to further discussions.

Thank you.

Consumer

Response:

I am rejecting this response because:I have contacted Doormart promptly per their request and waited long time for them to come out and investigated the damage on Friday 8/8/14.

Since then [redacted] (Manager doormart) left massages and I have responded and spoke to a lady ( receptionist ?) who told me [redacted] would call back . Again he left a message on my phone on 8/12/14 @ 1005 AM. and I returned the phone call on same day on 1008 AM and again on 1009 AM and left a message.Since then there is no response from Doormart.

Review: On 3-21-15, I located and contacted Door Mart Garage Door company. I found the business on the internet and decided to contact them because their ad said they serviced the San Bruno area. I spoke to a person named [redacted], and told him that my torsion bar on my garage door broke. We discussed his prices and he agreed to come to my house the morning of 3-22-15. The price he quoted for the visit was $39.00 which he said would be credited towards the cost of the repair.On 3-22-15, [redacted] arrived at my home shortly after the agreed time of 11 am. I was not there to deal with [redacted] but my wife was home. After looking at the garage door, he determined that is was the torsion spring, punched some numbers on his calculator, and told my wife the repair would cost $379.00 to repair!!Not knowing the going rate for this repair, my wife agreed and signed his invoice. [redacted] took no more than 20 minutes to replace the spring, balance the door, and was gone.When my wife informed me later on about the amount he charged us, I immediately knew we had been priced gouged. After looking up hi business on [redacted], several other customers had similar complaints and experiences, and most warned to stay clear of doing business with this company.While I understand that my wife agreed to the price, I don't feel it makes it right to price gouge a customer and feel there should be some responsibility taken by the business. I know the cost of a torsion bar runs 40 - 100 dollars through a garage door supplier, so how is it that we're charged $379.00 dollars for a 20 minute repair??Also, the invoice that he gave my wife had NO itemized breakdown of the price of the spring, his work, and no sign of the $39.00 dollar credit. [redacted] simply wrote down $379.00, and wrote : "installed one gold spring, balance door."Desired Settlement: As stated earlier, I want a written explanation of why I was charged such an exorbitant amount of money, and also a refund of at least $140.00.

Business

Response:

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.

Consumer

Response:

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 for. The person that made the repair WAS at the house from 1101 to 1125 am. In addition, what about the $39.00 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.

Review: Called to have my garage door repaired on 11/3. [redacted] the tech came out 10 minutes early which was great & after explaining the problem, he said the springs needed to be replaced. I gave him the ok after he said replacing the springs would solve the issue. Once the springs were replaced, $292 & an hour later, the same issue occurred. He came back hours later but still wasn't able to fix it. Said it needs another part that he didn't have that need to be ordered. Told me to call back 11/4. Called 11/4, was told that some research would be done and I would receive a call back but no return call. Called 11/5 and was told I would get a call by end of business day. Call after 4 and when explaining the situation, the guy hung up on me. I called back again and he hung up on me once again and would not give his name. Called back and got [redacted] who said she was very sorry and it was [redacted] that I had spoke to and she would give the info to [redacted] who was the higher up manager and he would call me back. Horrible customer service, no functional garage, and out of pocket $292. So disappointing.Desired Settlement: Refund of my money for the inconvience, non functional garage that was worse off than before, and due to the poor customer service from the person handling the calls who would not tell me his name when I asked.

Business

Response:

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

We couldn't have asked for a better company to fix our garage door. The spring on our garage door broke on Friday night. I called your company right away and I was given an appt. the very next day between 7:00 a.m. to 9:00 a.m. I was so impressed that Brent came so early and got the job done in 1/2 hour. He was so nice and personable. He explained everything to me and was just great. I couldn't have asked for a better technician. He was knowledgeable and just a wonderful guy. I rate your company with 5 stars because you are by far the best company that I've ever had to come repair my garage door. You have a lifetime customer!

This is the worst garage door service company in the entire Monterey County!!!! I called them to have them come out to look at what was going on with my garage door ON A MONDAY JULY 21 2014 they gave us a time between 3-5pm they called to say sorry they had an emergency but they would be there the next day...... Again same phone call this goes on all week come Friday July 25 still not fixed or no visit from these guys but the same phone call from them...... We told them to forget it since they obviously can't run a business..... We then Called Conte Garage door services they were there in 30 min fixed the problem which was minor a broken spring...... DO NOT USE THIS COMPANY THEY ARE HORRIBLE!!!!! I left a message for the supervisor 831-269-5355 to

call me back and I'm STILL WAITING!!!!

The other morning I was leaving for work when one of my cables snapped, locking my car in the garage. I needed a company that would come out quick and fix this so I would not have to take the whole day off of work. I found their ad in the phone book and gave them a call, a very nice lady answered and assured me they could fix it and still get me to work later in the day. They came right on time during the appointment window and the technician was able to fix it within the hour. He kept me informed the whole time and gave me a good deal on everything. I was very happy I went with door-mart.

Review: Door-Mart Garage Doors contacted because garage door was bumping into motor housing when it was opened. Repairman failed to show the first day scheduled. When he ([redacted]) showed the next time scheduled he said garage door opener needed to be replaced at a cost of $575, but he would not waste time with this cheaper unit, I should buy the $700+ unit instead. I said I could not afford that and so he said he would lubricate the track. He was gone is less than 10 minutes and charged $125. The garage door was still banging against the motor housing when he left. No improvement and out $125.When my son returned from vacation and had him come over and look at it since Door-Mart told me it needed to be replaced. Within five minutes he adjusted it using one of the two knobs on the side of the motor housing and it works fine now.On my behalf, he has contacted Door-Mart three times to attempt to get me a refund. The first two times the receptionist said she would have someone in the complaint department call him back. The third time he was able to speak to [redacted] and then was passed on to [redacted]. They were unwilling to refund the charge saying I should have called back within 30 days under the Warranty. Not really sure why I would do that when they told me it needed to be replaced and could not be fixed as it was having the same problem when they left as when they got there.I would not use Door-Mart again. I feel they were just trying to take advantage of me and sell me a new garage door opener that I did not need instead of simply adjusting the one I have.Desired Settlement: This is my first step in seeking a refund of $125 from Door-Mart. I have also contacted the Consumer Investigation Division of Shasta County, CA and I am researching Small Claims Court procedures. I ran across this Revdex.com site when I was trying to find the proper person to serve with process in the Door-Mart Garage Doors Corporation.

Business

Response:

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.

Review: I found this Garage Door Repair shop in the yellow pages.I did call a couple other companies but selected this onebecause it was open on Saturdays. First complaint is the repair man was over an hour late after theappointment time. I was told he would call prior to arrival but he didn't. He looked and listened to my opener. He thenwent to his truck to get a screw driver. He said I had a brokenplastic gear. He made a phone call (so he says) and said hissupervisor told him they would not be able to repair the gearbecause my door opener was over 20 years old and he could notget parts. He said he would install a new garage opener for $475.00.He said he needed a $50.00 deposit. Didn't explain why.He said someone from his office would call that afternoon to set upan appointment. No one called. That was Saturday and no one called onMonday. I called them to set up an installation appointment.In the mean time, I went on line and found the gear for $28.00. This gotme thinking that he was trying to sell us a garage opener we didn't need.I went to a local garage door company and they had the gear for $5.00.I immediately called Door Mart and cancelled my appointment and alsoput a stop on my deposit check. When I cancelled the appointment I askedfor my deposit back and was told it was non refundable.I question the honesty and integrity of this company. The company I boughtthe gear from quoted me for the same garage opener for $125.00 less.Desired Settlement: I would like my deposit back. Stop payment on the checkcost me $30.00.Also want this company exposed for it's terrible Customer Service.

Business

Response:

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".

Consumer

Response:

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.

Review: I had this company come and install new springs on my garage door. The springs are too loose to hold the door open. I can not even open the garage door because it won't stay up. This company wants to charge me to come out and fix the issue. I don't feel that I should have to pay for a faulty install job. The technician obviously did not install them properly. They need to come out and install hem correctly, as I have paid them to do. I have not even used the garage since the install on 01/29/15, I just recently tried to open the garage door to put my car in and could not get it to stay open.Desired Settlement: They need to come and install the springs correctly to hold the garage door open.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because: I have never opened the garage since it was installed. The garage had been empty the whole time. The technician never opened it in front of me. He just showed me that they were installed. So I assumed they were on correct since they look like they are. I 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 open. This company should be backing up it's labor. It is not the product that is faulty, it is the labor that was done. And even if it was discounted, does not mean to do a halfway decent job.

Business

Response:

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.

Consumer

Response:

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.

Review: My name is [redacted] from Clovis, California. My problem began as an advertisement issue, but quickly escalated to a refund and customer service issue. My money was wrongfully taken from me with no consciousness from a representative from Door Mart Garage Doors in Fresno. In early June, I signed up to receive a free estimate on my damaged garage door which we were hoping to get fixed. The website for this company very boldly advertised the estimate as free. (The link is here: [redacted]) I clicked on the link which brought me to a page requiring contact information, information on my home, etc. I gave it to them with the mindset that this was preparing me for the free estimate. They got back to me very quickly and we scheduled to meet on the 4th of June. When [redacted], the Fresno representative, came over he looked at the garage, told me what the contractors would do, and what it would cost to fix the garage. He did not perform any services on the garage door, as a matter of fact he hardly touched it. I asked for a quote and he went to his car to get me one, and when he came back he asked for 39 dollars for a service fee. I asked him for clarification So the quote is free, but it costs me for an estimate? he said yes with no second thought and I reluctantly gave him the money. He gave me the quote which was also the receipt for the 39 dollars I paid him, so I have proof that I gave him my money. Later on I thought about the site, either they falsely advertised this free estimate or I was scammed out of my money. After much contemplation I called back the company to explain that [redacted] did not perform any services and only gave me an estimate which was supposed to be free, yet still required me to pay him. For the rest of my week, I spoke to many people, asking them to return my money, but they did everything but that. I spoke to a man named [redacted] from the company, and he offered to send contractors to fix the garage and reduce the final price to 800 dollars (a discount of about 40 dollars). I told him I just wanted my money returned. All he was able to do was give me the managers number and so I called the manager, Sean. He, like [redacted], tried to offer me a cheaper price too, ...maybe 750 dollars, he said, claiming that it was 100 dollars cheaper than other companies could offer. (Little did he know, I was able to find another company that offered to fix the door for only $650) I told Sean I just wanted my money back, and he explained that I should expect to receive the refund three weeks from the day I paid for the estimate which was Wednesday, June 4th. I agreed to that, expecting a refund in no less than 3 weeks, and so I sent them and email via their website the following week, on the 8th or the 9th of June, explaining to them when I expected my money and that I would contact the Revdex.com if nothing was done. Its been almost two months now and I have not seen anything from them in the mail or any email updates. I refrained from sending this message to you, giving them the benefit of the doubt. I called them on July 22nd asking if I could speak to Sean, their manager, and a lady named Shawntay said the best she could do was connect to me to Michelle from accounting. Michelle told me that Sean was not in the office at the moment and when he returned she would have him give me a call back. I waited two days to see if they would follow through and no one has called me back, so it is my assumption that they are avoiding me. I would appreciate your assistance in this matter so I can get my money back.Desired Settlement: My ultimate goal is to get my money back from Door Mart Garage Doors in Fresno.

Business

Response:

Hello [redacted],

We are sorry for the confusion regarding the free estimate. Our records indicate that a refund was in fact processed July 10th through our bank issued check. We will issue a stop payment on the check and issue a new refund out next week.

Again, sorry for the confusion. Our long history in the business is usually associated with complete satisfaction, however, in this situation it appears that we failed you.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. However, I hope to receive the refund by next week as stated in the letter. If not, I will be in touch with you again.

Not only did I receive a beautiful new door, I received excellent service as well. I will be having them come out again when it is time to do maintenance. Everyone I worked with was kind and courteous . Well done guys.

Review: I found this business in our local phone book advertising free estimates and I called them for an estimate on repairing my garage door opener. They sent out a rep the next day. He gave me an estimate and then charged me $39 for it. When I questioned him he told me the estimate was free but he was charging me for a service call to give me the estimate and I would get it refunded only if I contracted with them for the repairs or replacement of my garage door opener. I find this advertising scheme very deceptive and would like to warn others to beware of it.Desired Settlement: As I feel this was deceptive business practice, I would like the money spent on the "free estimate" refunded to me.

Business

Response:

The customer summoned our business to repair their garagedoor opener. Upon arrival, was charged adiscounted service call of $39, which is $20 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 $119 value. The company has already reduced the servicecall fee to $39 to provide our services.

Consumer

Response:

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 $39 I was charged under false pretenses. Thank You, [redacted]

Business

Response:

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.

Consumer

Response:

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

Review: On August 8th 2014 I contacted Door-Mark about a problem with my garage door not being able to open. Was quoted a service charge of $39 to come out and diagnose the problem. Repairmen came out and open my garage door by taking a two foot metal hook,pushing the upper part of the garage door open, sliding the hook in and opening the door. On the invoice I was charged $49.00 for this service. He then sold me a remote and programming, plus service to replace the Trolley Lock cable and to fix the keypad,for a total of $175.00 and waived the $49.00 service charge. Later in the afternoon I called Door-Mart's office and spoke with an employee named Jill to request that they not order these items and service. I explained to her that my landlord would not pay for this. She said that she would cancel my order and relay this to the proper person. I told her that I would gladly pay the service charge for work performed and offered to pay by credit card. I was told that the check was already deposited that day and that a request would have to be processed, but that should not be a problem. I was told that someone would be contacting me about this. After two days of not hearing back I contacted them and was told that the person responsible for doing this was not in the office, but I would be contacted soon. I called back on September 2,2014. Today September 4th, I receive a call from someone describing himself as the Manager and telling me that they are not going to credit me back any of my monies, even though they had not performed anything that is on their work order. I was told by this gentlemen that the service performed would have normally been $189 (even though it clearly states $49 on the work order)and that I should be happy that I got into my garage! Again, they have not done anything that is listed on their service work order. The work order clearly shows a $49.00 charge for their service performed at the time, which was waived, based upon the rest of the work that was to be performed.Desired Settlement: I would like to be charged correctly for the service that was performed and refunded the difference.

Business

Response:

We are sorry for the miscommunication. The customer summoned our company to their residence as their garage door was not operating and stuck. Our technician fixed the problem and after the fact the customer wants a refund. The customer is correct, there was a $49 service call, yet he fails to mention charges for the repair work that was done. His statement clearly indicates that the work was completed. We are willing to refund only the money for the accessory that he ordered.

Consumer

Response:

I am rejecting this response because: The claim that the technician fixed the problem is not correct. He did open my garage door with rod mechanically, as I agree with and am willing to pay for. This task took him a total of 10 minutes. But he did not re-program my unit nor did he supply me with a new remote or Trolley cable and my lock. These are all things that are listed on the invoice and that he was going to come back and perform the next day. Which has not happened. Plus when the gentlemen that called me, his first and continues response was, that they were not going to give me any refund, It was not a lack of communication, he communicated that very clearly. He also told me that he would call me back, which never happened.. I have been in the service business for over 30 years and have never treated a customer this way. I am really surprise that any company would go to this length for a few $$$. This is the reason, that I have had to take this action.

Business

Response:

A resolution has been agreed to by the customer and the company. Again, we are sorry for the misunderstanding. The consumer also agreed to remove the complaint. Thank you.

Consumer

Response:

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

Yes, we have resolved the issue and I am completely satisfied with their solution and would like to thank them for their effort to resolve this matter.