Douglas Garage Door Center Incorporated

The Garage door was installed years ago and the warrentee is year on parts and laborThis is an unusal situation and we have come to a mutual agreement to order and install new sections for Ms[redacted] We try to please our customers whenever possible [redacted]

The Garage door was installed 2 years ago and the normal warrentee is 1 year on parts and labor. This is an unusal situation and we have come to a mutual agreement to order and install new sections for Ms.[redacted] . We try to please our customers whenever possible. [redacted]

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.
Sincerely,
[redacted]

Review: I am writing in complaint of Douglas Garage Doors located at [redacted], CT who we recently purchased garage doors and motors from.

We contacted Douglas Garage and they sent a sales rep out to our house. My husband told the sales rep that came by our house we were looking to replace our doors, motors, rails (an entire replacement). They emailed my husband the price and they negotiated the price. The email is attached that states the agreed upon price of $2,064.42. They sent him an estimate that included Option and listed the motor. When options are listed on an estimate it is understood it is included IN the estimate.

Before we left for vacation, we stopped by their [redacted] location to confirm the doors we wanted. While we were on vacation is when they charged my husband’s credit card $1,400, unbeknownst to us.

When Douglas came by to install the doors and motor, they showed my husband an invoice with an increased price. They told my husband the motors were optional and not “option”s. EVERY conversation prior to that Douglas never mentioned that the motors were optional and going to be an additional charge from the estimate they sent him. The only additional charge we were told was the $45 for the opener (emailed attached).

When my husband saw the final invoice of $2914 my husband told them to take the garage doors and motors down, that we didn’t want them. They told him they will not take them down and that we are stuck with them. He called the credit card company told them the story and faxed them all the paper work which I have attached to the file. They are refunding us our $1400 deposit.

I’m not sure what to do with the doors, since they won’t take them back and they are sending us a bill.

They made my husband sign the receipt against his protest after they installed the doors. He said he would not sign it, but they said he had to because they were already installed. Next to his name, he wrote in the original price as proof that he did not agree on the final invoice price

He called the company while he was signing and told them to take everything back. They didn’t call me back that day or the next day. I attached the files.

Please call my husband at ###-###-#### since we believe these are unethical business practices.Desired Settlement: I would like my doors and garage motors back, they can take their doors and mortor back.

Business

Response:

In response to the complaint sent to you by [redacted] in regards to the garage doors he purchase from our company, the original quote that I sent to him was for (2) Haas garage door with windows for a price of $2,123.98 installed tax included. He requested that the job be done for $2000.00 but we agreed on a reduced price of $2,064.42 for the doors. At no time were the [redacted] openers included in the price-they were always listed as an OPTION.

In the body of the quote, I included an OPTION for [redacted] 3024-7ft chain drive openers for $390.00ea tax included. Nowhere did it say that they were included in the total price at the bottom. If they were, they would have been a line item with a quantity listed as were the doors had.

On Oct 2nd, 2015 Mr. & Mrs. [redacted] visited our showroom to see the doors and at that time gave us a deposit to start the order as he indicated in his email dated Sept 28, 2015 (attached) He asked if he could use a credit card which he provided to us.

On 10/5/15 Mr. [redacted], in a phone call, told me that he did in fact want the new opener installed, so they were added to the order.

He did call and inquire whether or not to purchase belt drive or chain drive openers and opted for chain drive.

Mr. [redacted] knew all along that a 50% deposit was required to start the order that is why his credit card was charged $1400.00 which was approximately 50% of the job.

Nothing we did can be misconstrued as unethical as all the information regarding what was being provided and what was in option was in black and white. I don’t know how they could think that an item that is clearly listed as an option is included in the job total.

Douglas garage door did nothing inappropriate. Everything was always spelled out.

Consumer

Response:

Review: [redacted]I am rejecting this response because: we never saw the revised quote Douglas Garage showed with the items broken down by cost. The quote we received is attached, that once again has all the items that we discussed included on the quote. Every conversation I had with the sales rep said we wanted doors and motors, so it was my understanding that everything on that quote was included in the price, with the motors listed as my option, not optional. Futhermore, the receipt Douglas Garage attached does not have my signature on the receipt. THAT IS NOT MY SIGNATURE. I never agreed to a $1,400 deposit. The amount I thought was being charged to my credit card was the 50% of the quoted price of $2,064.42.Sincerely,[redacted]

Business

Response:

In response to your rejection, you in fact did receive the revised estimate with the revised price, you attached a copy of it. All the same items were on it. It had the exact number of quantities and line items as the one with the prices broken out.

I sent that for clarification to show that there is not and never was a line item that showed that the garage door openers were included as they were always offered as an OPTION.

On 10/5/15 you told me that you wanted the opener included in the job- that is why I added them to the work order.

Review: I called Douglas Doors because I was having an issue with my garage door opener. The door would close a little and then stop, and then return to the fully open position. I first did a little checking on the Internet, and checked the DIY websites. After reading that the most common cause was the electric eye, I checked that. That was working fine. The websites recommended then calling a garage door company because, the advice read, it might be a spring issue. Setting the springs to the wrong tensions could burn out the motor, the advice read. Enter Douglas Doors. They came within a couple of days, and "serviced the door" to the tune of over $170. The serviceman said that included oiling the track and chain, and other things. He also told us we'd had a broken spring. I didn't see that when I looked, the springs looked tight and tense when I looked, but, I thought, these are the pros, right? Not three weeks later my motor is no longer working. I call Douglas again, and spoke to [redacted], the service manager. I told him I was concerned that too high a spring tension had stripped my motor. They came out to look. We needed a new opener. I asked [redacted] to leave the old motor, so I could examine it. They installed the new door, did not program the remote, did not correctly install the button on the wall, and the door opened spontaneously in the middle of the night. They also took the old motor. To make matters worse, after I got the remote working, the door was still doing the same thing it was before the first call. They came to fix the problems and said the only thing the door needed was lube on the tracks. Funny, since they'd said they'd done that at the first service. So I called the owner who was defensive and then abusive on the phone. He offered to fix the problem, after telling me that I wasn't a man for disagreeing with him, but I told him that I just don't trust his company anymore. I will have my door fixed elsewhere, and consider the $500 I spent with them wasted money, but lesson learned.Desired Settlement: I would like the money for the initial service refunded. My reasoning is that they said they lubed the track, but then needed to do it again less than three weeks later. Additionally, I believe it was their mistake that caused my motor to burn out, necessitating a replacement door opener. Finally, they did not perform the installation correctly, as I needed to program the remote. Finally, they improperly installed the button, necessitating a return trip and causing the door to open over night

Business

Response:

11/15/13 -We sent out a Service tech to [redacted] on a complaint that the customer thought they had a broken cable on RSLI(Right side looking in) door. Upon arrival we found that the customer had a broken extension spring, we replaced (2)140 x 25' extension springs,(customary when 1 spring breakes) same as what was there and adjusted the force on the opener, we have no idea how long they were using the garage door opener with a broken spring, thus putting stress on the main gear in the door opener. We also lubed all (3) doors. The door and opener was working fine when we left. The Invoice was paid.

12/19/13 we sent out a service Tech on a callback, customer says they could hear the motor humming but the door would not open. Upon arrival the 15 year old opener had strip its main gear and we suggested the opener should be replaced. The customer agreed with us to put a new unit. 12/20/13 - we put a new [redacted] model 1024 and took down and removed old unit as is standard procedure in our business, we were never told that the customer wanted the old unit. The customer [redacted] signed the job Invoice and gave the tech a credit card to pay for the unit, which has been declined by the Credit Card company. Mr.[redacted] called after the fact on our emergency phone number late Friday 12/20/13 or early Saturday 12/21/13 and talked to our emergency tech and said he wanted the old opener so he could SUE us! Our service tech told him that the old unit was already disposed of, as is oustomary,our scrap guy comes twice a day.

12/23/13 Monday Mr.[redacted] called and said there was a problem with the new opener. We sent a service tech out and found that a wire had come loose from the wall console and we re attached the loose wire at no charge as it should be. I don't know why Mr. [redacted] had to program the remote, because we would not leave with out testing the opener with the remote.

12/23/13 -Mr [redacted] called and wanted to talk to the owner, I was not available and returned his call the day after Christmas 12/26/13. He said he was still having some problems and I offered SEVERAL time to send someone out to make it right. He keep accusing us of tryng to rip him off and would NOT let us come back. I told him if he would not let us make it right there wasn't anything I could do. He then hung up on me. I NEVER attacked his manhood and was respectfull at all times, I know he is a Surgeon and have a lot of respect for the Medical field.

I would send someone back if there is still a problem. I can offer a $20.00 discount if that will help. I still need to get Paid for the new [redacted] opener.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:most of what the owner wrote is not true. We didn't use the garage door opener after it was broken. I told the "gentlemen" from Douglas that. We disconnected it from the opener and manually opened and closed it. Additionally, we paid in full for the door opener and (shoddy) installation, that then had to be repeated, and Douglas doors even mailed me a receipt, which I can produce on request. The service was poor, the workmen did incomplete and shoddy work that I then had to have fixed by another company, and the company took my property (old door opener) without my or my wife's permission. They lied about servicing my doors and what they did for that service (oiling the tracks) then charged me to do it again!! Those facts are undeniable. Additionally, Douglas Doors can keep their $20; that offer is an insult and is disingenuous at best. Removing my property without permission is stealing. Plain and simple. And when I called within an hour to tell them I wanted it back, and the answer was "we already sold it to scrap"; well that just sounds like a lie to me. The owner knew I was planning on having it examined by another company, that's why it was disposed of so quickly. And yes, without an acceptable resolution I will take the theft of my old opener to small claims court. The resolution Douglas doors offered is not even close to acceptable.

Review: I am filing this complaint on behalf of my husband and frankly this is about a situation that occurred approx. a year ago. I gave my husband this company's name to contact regarding a problem with our overhead door (it wouldn't budge) and he called for someone to come out. A representative called at our house, looked at the situation and gave my husband an estimate which was in the mid $200. range. An appt. was set up and another employee showed up to do the repair work. My husband was not in attendance at the time but I was given a figure to expect to pay. When it came time to pay, I was told that the charge was in excess of $400. I mentioned the estimate that my husband had been given and he said that Douglas Garage Door Center does not give estimates, so that was impossible. I called my husband and he directed me to write "Paid in Protest" on the check. Just recently I came across an ad by this company, and lo and behold it mentions "Coupon must be presented at time of estimate" So they do give estimates.

My husband's name is [redacted], he is the person who should be contacted (###-###-####). He is a Veteran for your inquiry.Desired Settlement: My husband did contact the business shortly after and was offered a refund of $40.00 which he declined. After that there was no further contact. I think that Douglas Garage should address this situation as the information I was given by this employee was erroneous and how many times has this happened to take advantage of a circumstance.

Business

Response:

First regarding the coupon Mrs. [redacted] saw is for Estimates for GARAGE DOORS AND OPENERS REPLACEMENTS(see attachment).

We do not go to homes an give FREE estimates on service repairs. When a customer call's in and inquire about service calls we always let the customer know the following:$99. plus tax to come to the home which includes the 1st 1/2 hour of labor.$6.00 fuel charge, and any parts needed plus tax. If the 1st 1/2 hour exceeds we charge $40. per 1/2 hour of labor.

Mr. [redacted] did call on 10/3/14 @ 11:50 am to complain about the bill. We explained all the charges. Because he was not happy we offered him 1/2 worth of labor of $40.00 off as a professional courtesy. Mr.[redacted] was not happy with that, he wanted $160.00 off.

Review: Douglas Garage Door installed my new garage door in February 2012. On April 13th of this year, the garage door's springs pulled away from my wall and damaged the garage door.I called Douglas Garage Door and they did come out and put the door back up. When I questioned why the springs would pull off the wall after 24 months, the service person stated sometimes this type of stuff happens. He knew I was upset and stated his boss would give me a call either that night or the next day. I did not receive a call back and finally called Douglas Door on April 18th. The person I talked to stated the owner was on vacation but my file was on his desk and that he would call me the next week.He has not. What's upsetting is that I probably only opened and closed that door approximately 780 times. It should not have pulled off the wall. I believe the person who originally installed the door missed the studs.The door will rust and I want Douglas to at least share in the cost of it's replacement.Desired Settlement: The door will rust and I want Douglas Door to at least share in the cost of it's replacement.

Business

Response:

The Garage door was installed 2 years ago and the normal warrentee is 1 year on parts and labor. This is an unusal situation and we have come to a mutual agreement to order and install new sections for Ms.[redacted] . We try to please our customers whenever possible. [redacted]

Consumer

Response:

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

Sincerely,