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Doorways, Inc.

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Reviews Doorways, Inc.

Doorways, Inc. Reviews (2)

The customer originally called in a repair for her Genie opener (which we did not install) on 4/19/ She subsequently called back and cancelled the repairThe customer came into our office on 6/24/and asked to purchase photo sensors for a Genie operatorA sales assistant got the sensors
off the shelf and began writing up a receipt for them The customer started describing the problem she was having with the opener According to the problems she was describing (door was having problems raising & closing), she was told that the sensors were not causing all of the problem and would not completely fix the opener It was explained to her that the sensors only affect the door when it is closing and that the door having issues when opening could indicate a problem with the door itself, or other issues inside the motor She was also told that we would sell her the sensors but since they were electrical parts, we could not take them back once they were used, even if they did not fix the problem She asked about pricing for labor for a Doorways technician to check out her openerShe was told our labor rate and also explained that we are not a Genie dealer, but we can get parts for them, and that if it was a problem in the motor, we normally recommend replacement of the motor unit She gave me her information & scheduled a repair for the following day On 6/25/two Doorways techs went out to the customer's home and did troubleshooting on the operator After minutes of trial and error, the lead tech determined that a logic board was bad and, most likely, the sensors also The logic board was causing the operator to function differently with each test he ran until it eventually was acting erratically With the logic board in this condition there was nothing further he could do to the motor and as it was explained to the customer before, Doorways was not a dealer for this manufacturer and parts are not stocked for them He explainted to the customer that it was not cost effective for this model unit to replace these parts and that there was guarantee that this would completely fix the problem (other electronic problems may be presented after logic board was replaced) He gave her the price for new motor to be installed and we did not charge for the service to do the troubleshooting The techs left and went to their next job Shortly thereafter, the customer called Doorways office complaining the motor would not put the door down and she wanted the tech to return to fix it The tech was called, asked what problem he found Then the customer was called back and told that the problem was not repairable, parts were not in stock and, again, there was no guarantee that a new logic board and sensors would completely fix the problem It was suggested to her that the motor may be overheated, to leave it alone for about minutes to cool down & try working it again If the door still would not close, she could call us back & we'd tell her how to lower the door manually until they (she and fiance) made decision on whether they wanted to replace the motorApproxminutes after this conversation, the customer's fiance called Doorways office demanding to speak to a manager, stating he was very unhappy with our service Our office manager took his callThe fiance was very irate He wanted the technician to "come put the opener setting b ack as they were." He was told they we could not do that because while our techs were troubleshooting the opener, it stopped working altogether The only option was to replace the opener The customer told her (office manager) that the opener was working fine when the crew went out, but now was not working (Which presents the question, If the opener was working fine, why did we need to go out in the first place?) Our manager told him the opener as not "fine", that the tech tried to get the settings to work, but could not do so The fiance then told her "Someone WILL come back and put it back, because it was fine before you people worked on it." He was getting very belligerent and loudAt this point, our manager asked him if there was nothing wrong with it why did we get an order from the customer to repair it They went in circles with those kind of statements a few times He told our manager, in a threatening manner, 'I will come up there and straighten this out!" at which point the manager hung up the phoneHe called right back; our manager answered the phone and told him that she would not be threatened and that he needed to call another door company Approx10-minutes the fiance called again wanted to speak with the owner I took his call Both the sales assistant and the office manager had already given me the information about the problem with the opener & told me the customer was not happy After listening to the fiance review pretty much what I already knew & insisting that we go back out -- he reiterated that the door / opener was working fine before we got there, I politely told him that, as it was obvious he was not pleased with our service as of this point, it would be in his best interest to call someone else I then hung up the phone This was a case of a customer wanting something repaired that was not repairable We did not install the opener, and the customer was aware that we are not a Genie dealer, but she still wanted us to go out We did not charge them anything for the minutes of troubleshooting

Regardless of the doorways company did not install my garage motor that I have that didn't mean they had to make it stop working all togetherAnd I was right by my fiance when he called the doorwaystheir was not A threat he was just stating to go up to the company to speak with someone in personI have so many witnesses that know how my garage was doing before your company garage doorways came out to my home to what you so called troubleshoot..my garage would go down and would go up with the garage key and garage wall panel but now it will not move at all because of the so called troubleshoot you did..my garage went up to A certain height now it want move that is why I called with a problemI didn't call for doorways to brake my garage all the wayjust because you didn't install doesn't mean you had to brake mines down for me to purchase yoursvery disappointed in doorways companythis is no help I was just deciding if I should take you to court regardless if I did not get charge for troubleshoot and your people breaking my garage motor it doesn't give you the right to treat your customers as rudeI nicely asked if you could send someone else out to look at it again and you told me nounacceptable unprofessional business
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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Address: 13052 Dedeaux Rd, Gulfport, Mississippi, United States, 39503-5872

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