Gadient Garage Doors

Initial Business Response /* (1000, 5, 2015/08/18) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Mr. [redacted] has left out several facts.
Upon arriving at his address his situation was evaluated, measured and...

all his questions were addressed. Mr. [redacted] wanted to go to Menards to buy his door.
We agreed to do the job.
First: remove existing. Normal charge $75.00, he was charged $15.00.
Install 9X7 Menards - he was quoted $100.00. Normal charge is $150.00.
Install his opener, he was charged $100.00 normal charge $125.00.
Our service call is $90.00. Mr. [redacted] was given information to go to Menards to purchase his products. We have no problem installing Menards products. However, Mr. [redacted] forgot to list all of the work that was done for him.
The quote was not $100.00 to install home owners door and opener and removal existing.
Nowhere does it say "free" estimates.
If we traveled to tell customers exactly what to buy at Menards we would not be in business.
Our prices: Install 9X7 - $150. Mr. [redacted] paid $100.00. Install opener $125.00. Mr. [redacted] paid $100.00. Remove existing 9X7 - $75.00. Mr. [redacted] paid $15.00. Service call - $90.00. Mr. [redacted] paid $90.00. Tax $20.97. Total Mr. [redacted] paid $325.97.
Mr. [redacted] was treated very fairly. We are not in the business to misquote or be anything but honest. Our business is based on word of mouth and repeat customers. Obviously Mr. [redacted] misunderstood. We do not appreciate such slander.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My response to the Gadient Garage Door (GGD) is as follows:
I did not misunderstand the oral quote of $100 dating back to April 2015. The long laundry list of billing charges, pricing and discounts in their response, was never given to me in writing nor was it a part of any conversation prior to or after the job was completed. The one and only quote ever provided by the GGD was an oral quote for $100 to complete the installation! I didn't ask for it in writing because they were recommended by another local firm. I thought I could trust their word.
I believe the GGD is conveniently trying to skirt the issue here. This is not about how much work was performed or what others may have charged nor the quality of the work. The issue is around how they bid the job. It was not bid by the hour, it was bid by the project or as they refer to it "the job". The owner understood I wanted both the door and motor installed and for that he quoted only $100, not $200 plus service charges. The fact is the only written documents ever presented was the bill and their response statement to the Revdex.com compliant after the work was done.
Let me restate for the record. I asked if there was a charge for estimates before I scheduled a first meeting. I was told no by the owner. In their own written statement to the Revdex.com they now admit, in writing, that there was only one quote for $100. Everything else under "we agreed to do the job" in their response to the Revdex.com compliant... they say... we charged him. They didn't state we quoted him $15 to remove doors, they didn't state we quoted him $100 to install the motor, they didn't state we quoted him a $90 service charge, but instead we just charged him. Which validates what I have been saying all along. They only made one oral quote, which was never put into writing, the job was going to cost $100. They never once before or after, verbally or in writing, state that the job could and would cost $326. They have never produced any written documentation to validate that they shared all of their pricing and bidding information with me prior to the installation. As to the installation itself, it was only a partial install. The installer used the old tracks and motor mount which were already installed. I had the door and motor delivered by a delivery service. The installer was never involved in delivery or removal of the old door and motor after the new one was installed.
I tried to negotiate a fair settlement prior to sending in this compliant. Their response was to pay the bill or go to court. I reluctantly had a check issued to them. I sent them a registered letter which they received back in June 2015, restating my position and asking for a partial refund. They never bothered to even respond to it. Because of their unwillingness to negotiate a fair settlement I am now asking them to honor there oral quote of $100 and refund the overcharge of $225. They continue to point the figure at me as the one who misunderstood and is slandering there good reputation. If this is how they treat customers fairly, I would sure hate to be the recipient of unfair treatment.
Respectfully,
[redacted]