Door Pro America Inc

We have contacted *** *** and agreed to a partial refund, he stated that he was pleasedIn the future we will ask for two numbers to insure communication for events like inclement weather conditionsThanks,
Door Pro America

My installer was great. His name was Russell and he did a fine job and was very professional. Your sales team is terrible. The sales guy misrepresented himself and made me feel as if he was the site inspector. He even went as far as giving me incorrect framing dimensions which had to be corrected when the installer arrived. You customer service department also needs a lot of work. When I called I received voice mail. To add insult to injury after leaving my information, I never received a call back. You guys need to manage your business better. C[redacted]

We have contacted [redacted] and have resolved the issue to her satisfaction.
Thanks,
Door Pro America

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provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] The complaint is not yet resolved, they are just scheduled for a first visit to inspect the subject garage door.Gary Villella

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards, [redacted]

We have resolved all the issues with this complaint, and customer is completly happy. Thanks,Door Pro America

We have resolved all the issues with this complaint, and customer is completly happy.
 
Thanks,
Door Pro America

I ordered the garage doors through Costco and the installer came to my home on June 1st and installed the garage doors, however, the weather strip was too narrow, he said he will come back to install a wide weather strip. I waited and waited, the installed never came back.
I emailed the sales rep, J. Cooper and got no response. Then I called the office and spoke to Theresa French. She asked me to email a picture of the problem. I did that. No one showed up. I called them again and I was promised that someone will come a week later. Again, no show. This happened twice.
So I decided to call Costco special order at 1-877-483-6226 in the end of July. Finally I got a call from Doorpro America, they said someone will come to fix the issue. Finally on the last week of July, someone showed up and took a measure of the weather strip needed and told me that they will need 2 weeks to order the parts.
Three weeks later, still no one came to installed the weather strip. I called Costco again on 08-25-2016. Costco said they will contact Doorpro America.
It is very frustrated!

Review: Twice appointments were made with Door Pro to repair a tension spring on my garage door. A storm shut down the state on the first day but they called wrong number ( 1 of 2 number I had given them) and never attempted to make contact with 2nd number. Today 1/10/14 they again did not show even when I called and was told their tech was running last and would be here.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Since they have not shown up for a scheduled appointment where a family member had to miss work and not be paid a reduced charge should be offered.

Business

Response:

We have contacted [redacted] and agreed to a partial refund, he stated that he was pleased. In the future we will ask for two numbers to insure communication for events like inclement weather conditions.

Thanks,

Review: Ordered a garage door from them and was advised that they would be to my house between 1:30pm and 2pm on 5/31/13 so I took off work early to be there. At 2:30pm I called to see where they were and was told that she never told me when they would be there and that they can be there at anytime between 8am and 5pm. At 4:30pm they showed up, the garage door opener belt and arm was not cut down as the sales rep indicated on the invoice I received nor did the installer have the needed tools to install the outside opener and asked me to do this install piece. I spoke to [redacted] who "manages" this area and was taking full ownership of this that they would be out there on Tuesday morning the 4th of June first thing in the morning. On the 4th at 9:10am I called to see where they were and was told that they have 2 services calls and I "chose" 12pm to 5pm for the install. Said that is not correct nor will it work as I could be all over the state of MD and cannot just drop what I am doing to get over to the house that is why I agreed to have them there first thing in the morning. I was passed around to multple departments and was told that they cannot adjust anything and it is what it is. I finally asked who was above "[redacted]" the office manager and was told that was the owners and I cannot speak to them. I told "[redacted]" the customer service manager that that is fine as I can simply pull this off the secretary of state site and use the web to contact them. From the misleading information in the beginning, the total lack of communicaiton and no accounability that they showed on their mistakes I believe they others need to work with them to ensure this doesn't happen to someone else and they be held accountable when they make a mistake to fix it. Their hold music even has the quote "Rest assured your job will be done right the first time", it was not in this case nor where they willing to work with me to make it happen but only to what works for you.Desired Settlement: I am askign for a partial refund of the services and product I paid for as this did not live up to anything they promised. I had to leave work early 1 day which causes me to lose income, then I am having to leave work a 2nd day to have this resolved and stay in a holding pattern till they can get to my house. This again causes me to lose money, in a base plus commission job, time is money and time is the one thing in life we cannot get back and I do not like to have to work longer then needed or planned to make up for this missed time to not lose income and if I did work then I would lose time with my 2 little girls and again that time is one thing I cannot get back.

Business

Response:

Dear Revdex.com,

We have spoken to [redacted], and have resolved the matter to his satisfaction. We will complete the job on July, 3rd. and have provided him compensation. He stated that he is pleased with the outcome and Door Pro America.

Review: We ordered a garage door through [redacted] and requested an install. This company was who was contracted to service the install. When they came out for the site check, they were to call when they were on the way. Our window was 8-12, they did not show up until 1:30. The day of the install, we were told someone would be there between 8-12 for the install. After three confirmation calls with the company, they said each time someone would call when they were an hour away. They also said we were the second stop. Our window was 8-12. He did not show up until 12:15 and left after 3:30. That was two days of wasted work for us. Two days of requested time off. When he did show, we expressed our frustration. He threatened us not to install our door. We had to call dispatch, etc. to have this resolved. [redacted] is also getting involved and working to remove them from their vendor list. I left a message for the manager at this company, of which I have not received a phone call back. When he finished the install, he did not put the insulation in place and did not put the door to the opener. He said he was there to install the door and it's not his problem. He just left.Desired Settlement: The technician needs to be fired for his inappropriate behavior and the company needs to reevaluate their time slots they give clients and handling of customer issues.

Consumer

Response:

An apology from management would be nice, but other than that, I have no other desired outcome.

Business

Response:

We have attempted to reach [redacted], however we were unable to speak directly with her. We did leave message of apology on her phone mail.

We are also looking into the specific of her complaint to insure our time schedules are met, and installs are complete.

My installer was great. His name was Russell and he did a fine job and was very professional. Your sales team is terrible. The sales guy misrepresented himself and made me feel as if he was the site inspector. He even went as far as giving me incorrect framing dimensions which had to be corrected when the installer arrived. You customer service department also needs a lot of work. When I called I received voice mail. To add insult to injury after leaving my information, I never received a call back. You guys need to manage your business better. C[redacted] S[redacted]

Review: I have paid in full for a steel insulated garage door, installation and warranty and the business refuses to provide me with a receipt other than my cancelled checks. They make excuses stating that their installers do not carry receipts and then after 3 requests for an invoice with warranty they ignore my request. My payment was insulated steel and I received aluminum...Desired Settlement: A receipt for my garage door and the promised warranty. As well as an explanation as to why I received an aluminum door when is paid for steel.

Business

Response:

Dear Revdex.com,

[redacted] was sent his receipt and warranty on 10-30-13, and we confirmed that the door was Steel not aluminum.