Exit Garage Doors

We received a complaint letter and? would like the opportunity to explain what really happened..? As homeowner noted on complain letter? they did contact us on? 02/and? asked that we go to property right away to check issue? they were? having after? a repair that was completed on 01/27/ we explained to? h/o that we were able to? service as soon as 02/to inspect and correct any? issue on garage doorHomeowner was really upset that we were not able to go in that moment.? ? We explained to h/o that we already? had a full schedule? for the day? and were not able to squeeze in unless someone cancelled and the soonest we were able to service was the very next dayWe never tried to walk away from situation we offered to correct itI believe that the real reason why h/o is upset is because she wanted service ASAP in that moment but due to our workload we were unable toShe than? made a decision to contact another garage door company when h/o could have waited to the next day for us to correct issueWe are a very reputable and honest company and is always willing to correct any issues after any repairs or installations done by usPer h/o complaint letter you can see that we did offer to return and fix any issue h/o was having We never installed hinges (please ref to invoice) we serviced and balanced garage door (major tune up)? It's very unfortunate that homeowner had to submit a complaint when this could have been resolvedI do apologize for any inconveniencePlease feel free to contact me if any further questionscost was $ $was? copay from insurance company which was included in total

We received a complaint letter and would like the opportunity to explain what really happened As homeowner noted on complain letter they did contact us on 02/and asked that we go to property right away to check issue they were having after a repair that was completed on 01/27/we explained to h/o that we were able to service as soon as 02/to inspect and correct any issue on garage doorHomeowner was really upset that we were not able to go in that moment We explained to h/o that we already had a full schedule for the day and were not able to squeeze in unless someone cancelled and the soonest we were able to service was the very next dayWe never tried to walk away from situation we offered to correct itI believe that the real reason why h/o is upset is because she wanted service ASAP in that moment but due to our workload we were unable toShe than made a decision to contact another garage door company when h/o could have waited to the next day for us to correct issueWe are a very reputable and honest company and is always willing to correct any issues after any repairs or installations done by usPer h/o complaint letter you can see that we did offer to return and fix any issue h/o was havingWe never installed hinges (please ref to invoice) we serviced and balanced garage door (major tune up) It's very unfortunate that homeowner had to submit a complaint when this could have been resolvedI do apologize for any inconveniencePlease feel free to contact me if any further questionscost was $$was copay from insurance company which was included in total

I am rejecting this response because:
I beleive the business has completely missed the point as to why I filed this complaintI am not upset that they could not come out immediately to fix our doorThat was actually a blessing, as we were able to get a competent contractor at to perform the workThe reason that we filed this complaint is that we were charged moeny for a service that they did not performI never claimed that they installed the hinges, however, if they performed a majort tune up, as they said they did, they would have seen that hinges were installed incorrectly
One would come to the conclusion that a major tune up would reveal glarely mistakes like hinges being installed upside downUnless of course, this tune up was not actually performedTHAT is the basis of my complaintI am claiming that no work was acutally performed with Exit came and serviced our garage door on 1/
Because I believe that no work was actually performed on 1/27, yet we were invoiced for that alledged work, that is why I am requesting a refund

I am rejecting this response because: Thank you for your response, but you telling us that we should have contacted the office about this matter should not have matteredYou have an employee that represents your companyIf I was to misrepresent my company and not communicate to my superiors about a customer complaint, I guarantee I would have been reprehendedWe called him because he was the line of contact and he was the one that worked on the doorWe expected him to carry out any issues we had with his bossI think rather than telling us that what we should have done rather that just agreeing on the issue is bad businessYou offering to fix the door that was off its track after this originally visit of September is not happeningBesides, this is not what we are askingWe could not have a garage that has been out of use for over weeksWe had it fixed right awayBut unfortunately we had to pay another company to come out and repair our door again

To whom this may concern:Yes, my seasoned technician Mike was out at your home on 09/07/Our findings were that you had no issues with your motor so you are correct. We did find your garage door was off track.. After calling in a report of our findings to your homeowners insurance
comp. FA stated that your policy does not cover the garage door itself (which is out of our control) We offered you our services and you decided to move forward with repairs$was your co-pay from homeowner insurance compand we charged you $for servicing and balancing your doorWe would never tell you it is not our problem. I am the office manager and I never received a complain from you and you never gave us an opportunity to correct any issueWe would be more than happy to come back out and fix your garage door. I would advise you to contact office not technician for any complaints also be more familiar with how your insurance policy works. Have a great day,Exit Garage Doors

To whom this may concern:Yes, my seasoned technician Mike was out at your home on 09/07/Our findings were that you had no issues with your motor so you are correct. We did find your garage door was off track.. After calling in a report of our findings to your homeowners insurance
comp. FA stated that your policy does not cover the garage door itself (which is out of our control) We offered you our services and you decided to move forward with repairs$was your co-pay from homeowner insurance compand we charged you $for servicing and balancing your doorWe would never tell you it is not our problem. I am the office manager and I never received a complain from you and you never gave us an opportunity to correct any issueWe would be more than happy to come back out and fix your garage door. I would advise you to contact office not technician for any complaints also be more familiar with how your insurance policy works. Have a great day,Exit Garage Doors

Hello,I am rejecting this response: It was never reported to the front office because our technician never received a complaint from you. Our techs are instructed to report any type of issues or complaints if any.He is one of my best technicians and have never received a complaint from any customers. Exit Garage Doors and technicians always goes above and beyond for our customers he even tried to help you out and gave you a discount since we were sent out by FAI do apologize that you feel this way but at this moment we can not refund you.Thank you

I am rejecting this response because:
I beleive the business has completely missed the point as to why I filed this complaint I am not upset that they could not come out immediately to fix our door That was actually a blessing, as we were able to get a competent contractor at to perform the work The reason that we filed this complaint is that we were charged moeny for a service that they did not perform I never claimed that they installed the hinges, however, if they performed a majort tune up, as they said they did, they would have seen that hinges were installed incorrectly
One would come to the conclusion that a major tune up would reveal glarely mistakes like hinges being installed upside down Unless of course, this tune up was not actually performed THAT is the basis of my complaint I am claiming that no work was acutally performed with Exit came and serviced our garage door on 1/
Because I believe that no work was actually performed on 1/27, yet we were invoiced for that alledged work, that is why I am requesting a refund

Dear Customer,We would never charge you for work that was never performedHomeowner was present and also signed invoice please refer to copy on fileWe never saw anything unusual with your hinges that we NEVER installed as you referred to your complaint letter.? ? If we had seen something installed incorrectly my seasoned technician would have notified you of it? right away.? ? We were only there to give your door a tune up (please ref to invoice).? If you are claiming that hinges were installed incorrectly I would advise you to contact the company who installed them for you.? Per your complaint letter you did state that we did offer to return the next? day after your phone callYou called us on 02/we offered to return as soon as the next day 02/I feel that you never gave us an opportunity to help you.? ? We never tried to walk away for repairing any issue if there was anyStating that we would charge you for something that was never performed is not fair to our company.? ? Our customers are very important to us, we are very honest? people? and go above and beyond for our customersI feel that we do not owe you a refund at this moment..Thank you,-Exit Garage Doors Inc

? I am rejecting this response because: Thank you for your response, but you telling us that we should have contacted the office about this matter should not have matteredYou have an employee that represents your companyIf I was to misrepresent my company and not communicate to my superiors about a customer complaint, I guarantee I would have been reprehendedWe called him because he was the line of contact and he was the one that worked on the doorWe expected him to carry out any issues we had with his bossI think rather than telling us that what we should have done rather that just agreeing on the issue is bad businessYou offering to fix the door that was off its track after this originally visit of September is not happeningBesides, this is not what we are askingWe could not have a garage that has been out of use for over weeksWe had it fixed right awayBut unfortunately we had to pay another company to come out and repair our door again.?

We received a complaint letter and? would like the opportunity to explain what really happened..? As homeowner noted on complain letter? they did contact us on? 02/and? asked that we go to property right away to check issue? they were? having after? a repair that
was completed on 01/27/ we explained to? h/o that we were able to? service as soon as 02/to inspect and correct any? issue on garage doorHomeowner was really upset that we were not able to go in that moment.? ? We explained to h/o that we already? had a full schedule? for the day? and were not able to squeeze in unless someone cancelled and the soonest we were able to service was the very next dayWe never tried to walk away from situation we offered to correct itI believe that the real reason why h/o is upset is because she wanted service ASAP in that moment but due to our workload we were unable toShe than? made a decision to contact another garage door company when h/o could have waited to the next day for us to correct issueWe are a very reputable and honest company and is always willing to correct any issues after any repairs or installations done by usPer h/o complaint letter you can see that we did offer to return and fix any issue h/o was having We never installed hinges (please ref to invoice) we serviced and balanced garage door (major tune up)? It's very unfortunate that homeowner had to submit a complaint when this could have been resolvedI do apologize for any inconveniencePlease feel free to contact me if any further questionscost was $ $was? copay from insurance company which was included in total

We received a complaint letter and would like the opportunity to explain what really happened..  As homeowner noted on complain letter they did contact us on 02/16 and asked that we go to property right away to check issue they were having after a repair that...

was completed on 01/27/17 we explained to h/o that we were able to service as soon as 02/17 to inspect and correct any issue on garage door. Homeowner was really upset that we were not able to go in that moment.  We explained to h/o that we already had a full schedule for the day and were not able to squeeze in unless someone cancelled and the soonest we were able to service was the very next day. We never tried to walk away from situation we offered to correct it. I believe that the real reason why h/o is upset is because she wanted service ASAP in that moment but due to our workload we were unable to. She than made a decision to contact another garage door company when h/o could have waited to the next day for us to correct issue. We are a very reputable and honest company and is always willing to correct any issues after any repairs or installations done by us. Per h/o complaint letter you can see that we did offer to return and fix any issue h/o was having. We never installed hinges (please ref to invoice) we serviced and balanced garage door (major tune up).  It's very unfortunate that homeowner had to submit a complaint when this could have been resolved. I do apologize for any inconvenience.. Please feel free to contact me if any further questions. cost was $230.00 $65.00 was copay from insurance company which was included in total.

Dear Customer,We would never charge you for work that was never performed. Homeowner was present and also signed invoice please refer to copy on file. We never saw anything unusual with your hinges that we NEVER installed as you referred to your complaint letter.  If we had seen something installed incorrectly my seasoned technician would have notified you of it right away.  We were only there to give your door a tune up (please ref to invoice). If you are claiming that hinges were installed incorrectly I would advise you to contact the company who installed them for you.  Per your complaint letter you did state that we did offer to return the next day after your phone call. You called us on 02/16 we offered to return as soon as the next day 02/17 I feel that you never gave us an opportunity to help you.  We never tried to walk away for repairing any issue if there was any.. Stating that we would charge you for something that was never performed is not fair to our company.  Our customers are very important to us, we are very honest people and go above and beyond for our customers. I feel that we do not owe you a refund at this moment..Thank you,-Exit Garage Doors Inc.

Hello,I am rejecting this response: It was never reported to the front office because our technician never received a complaint from you.  Our techs are instructed to report any type of issues or complaints if any.He is one of my best technicians and have never received a complaint from any customers.  Exit Garage Doors and technicians always goes above and beyond for our customers he even tried to help you out and gave you a discount since we were sent out by FAI do apologize that you feel this way but at this moment we can not refund you.Thank you