Family Christian Doors, LLC

Complaint: [redacted]
I am rejecting this response because:when I called the person you hired to be on the phone told me the coupon was good for the services I needed given that I told him exactly what we had on hand and where the issue was. I have gave coupon code PREMIER 2 as well as the details on the coupon that your employee on the phone originally asked for. In the dispatch given to your service worker they do not present this information on the sheet as well as he was never told that we had the pieces and that we only needed one price mounted back on. He came to the house hnprepared for the situation thanks to your employees and the way of you tracking and conducting business. Had the worker that came to the house been given the information that I requested and was agreed upon as we spoke about over the phone he would have told the customer on site that there was going to be an increase. The worker that came it also told the customer on site that he had to replace all the parts because he didn’t have the same size when the call never asked for a replacement nor did I request to have all the prices changed out. The call was made noting that we had the pieces it was a matter of bolting or screwing that one piece back on. It makes NO sense for you to add one two other pieces that you have when we had all the parts to mount the one piece we needed and mentioned before the appointment was set. If his protocol was to not work on it then you should not have touched it.  Saying that you would see what you could do doesn’t not replace an authorization for multiple work to be done at a higher cost. If you are trying to help the customer you will see how you can help to fix it then do so by letting them know what you will be doing more and ask if they would like to proceed. Had an estimate as promised would have been given the customer on site we would not have proceeded with the interaction. Given that the work was done he had no choice but to pay. As well as the customer service was ridiculous and your service worker called me a liar in regards to a phone conversation I had the day prior with someone that WAS NOT him. That is rude and unprofessional! You can’t quote someone something and fail to put that into documentation to then up sale pieces that we didn’t want to charge the customer and then call them a liar when they make the complaint on a call that they were not on. If your employees are not sure if what they are saying over the phone then you need to follow up with them and assure that training them on your policies and what your coupons are covering then maybe that’s a personal issue you have within your business but as a customer I was told one thing and never lead to believe it would not be covered under the coupon.  Min regards to the refund your service worker had multiple conversations with me because for over 4 hours I could not contact anyone as well as none of my voicemails were EVER returned from the manager to the location personal  the service worker were to rush me off the phone and said he would get my refund sent to me. I asked him how and he said email. Then after inSPELL IT OUT to him he tells me it bounced back, error 1- he should have contacted me to let me know the email was returned it is not my responsibility to follow up with the company, although with this company clear it is  then when I call him about it he tells me he has the wrong information why error 2- failed to pay attention to details given to him by the customer. After the email was corrected he failed to send the attachment of what was a $50 refund. Which he said was counducted by brandy and needed up being a screen print from his phone.  The attachment is proof that there had to be multiple calls in order to get anything done because a simple email couldn’t be sent correctly. As you can see on my call logs there was multiple attempts to contact the company way after 4 hours that you are claiming as well as calls to the “manager” that were never answered or returned even though some how a manager was able to contact the service worker and call him while I was on the phone. How disrespectful and unreasonable and unreliable is your “management” if they can not pick up the phone and manage a situation. The failure of communication and accuracy is irresponsible! You not set yourself up for failure from the beginning and expect the blame to be ok because you won’t just talk to the customer. How dare you tell a customer that they are a liar and that there is nothing they can do because he the only representative of the company. Shame on management for letting their employee showcase such a disgusting attitude as the face of the company. 
Regards,
[redacted]

The customer called due to a garage door opener problem. We do have a tune-up coupon however, the customer stated there was an issue with the garage door. Our technician went to the location. His diagnosis based on his professional opinion and several years of experience in the field was a broken...

spring. The type of spring the customer has is enclosed so it would be hard to see for someone who is not experienced in garage door repair. The customer did not want to get the work done to the garage door. We left an estimate at the location. We did NOT charge the customer any fee for going out to the location. The customer may be able to operate the door as of right now, but the spring is broken, and running the garage door as is will only cause more damage to door and opener. After receiving the review we have tried reaching out to customer with no response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
Family Christian Doors is a company that takes advantage of women and elderly people.  The guy sold a garage door opener far to expensive.  My roommate is not street smart and can be talked into anything.The Company could have come out as a courtesy and opened the garage door in a minute.  My roommate is living in Cleburne now taking care of her 95 year old Mother.  I do not know anything about the garage door.I parked my car in there because of the storms.  I could not get out.  The door would open enough to crawl under. I did, tried and it was stuck.  I did not know to push a lever to open it.   The guy came out crawled under the doorHe said that will be $89.00.  He said it could be a spring, many things that could be causing the door not to open.  I begged him to open it. I said I did not want it fixed.  He still wanted $89.00.  I knew it was something simple.I was mad, he could have helped out.  If he told me the truth, and said I will open it if you can give me $25.00 for gas and trouble.  I would have complied.  I know I will not receive any money from Family Christian door.  I just want to voice my disapproval of there policies.  The other company that came out did not sell my roommate the garage door opener for $600.00.  You can buy one for $300.00 at Sears.   The matter is not resolved until this company is put on a list of bad Business practices.   Janet Kennedy

When the
customer contacted our office we gave him an estimated range for a standard
garage door torsion springWe try not to give price ranges over the phone
unless the customer is persistentBecause we cannot give exact pricing over
the phone, we offer free on site estimates
Upon arriving on site the
technician noticed the brand of door has an enclosed spring that is proprietary
to that companyMost garage door companies will not have the materials to change
out the springIn this situation, a torsion conversion is recommended for us
to get the customers door up and goingOur technician explained all of the
information thoroughly to the customerIf the customer did not want to do the
work, he would have simply left an estimate at no chargeThe customer
requested we do the work on the garage doorAfter we completed the work and
the technician had left the job site, the customer called in requesting a
refund because the estimated quote we gave over the phone was lower than the
completion priceWe will never guarantee any pricing over the phone nor would
we ever charge a customer without approval on workThe work was already very
heavily discountedWe stand behind both our office staff and our technician

Your customer service representative did not state that the quote was just an estimate. I also explained in my original complaint that the work had to be completed not because of the "great price" that was changed by your technician but for the fact that I was traveling for business the next day, all other garage door repair companies were closed and I did not want my wife left with the burden of accessing a heavy garage door.What sort of company does not take the time to thoroughly qualify a customer's needs? A company that doesn't care, is only out to make as much profit as possible and not particular about how they obtaining that goal. You stand by your "Christian" company name amist low standards, and a quick buck. Shame on you.This isn't about a partial refund that I know I won't get from you. The bottom line is that your company lacks integrity and should not have the Revdex.com endorsement displayed on your Family "Christian" Doors advertisements.

On April 29th 2015 Mrs Ke[redacted] did call us out.  We had installed a Liftmaster 3800 for her roommate in early 2012.  The labor and install had been out of warranty for 2 years.  When our tech. arrived she stated she did not want to fix the door she just wanted it open. So we...

quoted her a minimum labor of 89.00 to open the door,  which is a industry standard and basically the same amount that she paid the other company to do the same job.  There is no basis to this claim.     Thank you, [redacted] Family Christian Doors, LLC [redacted]
[redacted]
[redacted]
[redacted]

I figured it would be your last response and that this matter would not be resolved, the reason being is that you can't accept no wrong doing. You back up your office staff and install mechanic without even looking into the matter. If you don't care about the consumer's facts for business transactions that transpire with incident then why would the Revdex.com endorse you? Your creditably would be at 100% in a third world country where customers are taken advantage of on a regular basis but not here in the United Sates of America.In closing, since you won't respond to this message, I really hope you train your customer service department to better qualify the customer in that a quote will be a true representation of the price for the work required. After all, that's what a good American business should be based on - honest work.

Complaint: [redacted]
I am rejecting this response because: The alarm was discussed and as a customer I was not standing over them during removal and installation.  Furthermore, the tech stated he should have been checking out the trainee's work and he did not do that.  This was the reason for the second call.  If the remote fobs were not lost, I would have known sooner.  Unfortunately, it was until I am going to sell my property and replacing the fobs that we realized it be missing.  My main complaint is that the alarm was discussed and if there was an additional accessory on the garage door opener the tech should have looked it over to inform the trainee.  [redacted], the tech, stated to me on the second visit that he did not check the trainee's work.  I need reimbursement for that part or a replacement.   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:your response is misleading. I am sure the Craftsman version is good because Sears says it will be. That doesn’t mean the one you sold me is good. Quite the contrary. We had problems with the one you sold in a mere few days. Maybe if you had sold me a Craftsman we wouldn’t be in this process now. 
Regards,
[redacted]

The issue was resolved with our technician supervisor over the phone.

The original work was completed in September, 2017. We also went out to the location in November, 2017 to make adjustments to the operator. We were unaware of anything missing until 02/23/2018. That is 5 months from the original service in which you think the receiver was removed from your location....

We typically keep the operators between 3-4 weeks before disposal. If we were notified within 3-4 weeks of the original appointment we would have been able to try and locate the part if it was our technician that removed it with the old garage door operator. We would have known at that point if it was removed by our technician. But since we were not aware of the issue for 5 months we are unable to verify the information and there is nothing that we are able to do. Our technicians are trained to look for those specific types of items, we go out to several different locations with security systems that interact with the garage door operator. It is very rare that anything is disposed in error however, if we know about the situation within the couple of weeks following we are able to resolve the situation. In this case, we were not aware of any issue until 5 months after completion.

Simply put, I was not asked what type of system failed. The technician stated that questions to qualify the customer would take too long and their business would loose customers. I did not call the business to demand a refund. The initial call with the customer service agent stated a quote, not an estimate for $139 with $50 discount from a coupon plus a three year warranty. They are very shrewd in the way they conduct business and should not associate themselves in any Christian form. If they don't feel ashamed they should for taking money from not only myself but for others that fall for there company title and the manner they advertise with the Revdex.com logo.