Initial Business Response / [redacted] (1000, 8, 2015/10/05) */ Contact Name and Title: Jim G***- President HI ***, We are sorry to hear that your experience was not all that we strive for here at Garage Door DepotAt the time of order, we discussed with you that we had the door in stock, but that because it was the uninsulated door, we did not have any glass kits for it and had to order those in from the factory which we did once the order was processedAfter scheduling the install we did receive a call from you indicating that you would like to rescehdule your install, this was a few days before your windiws were set to arriveWe just rescheduled the install under the assumption that the windows would be in well before hand but unfortunately, they did not arrive in time and we had to re-book the install while we waited for the windows to arrive After the install you called, indicating that you had ordered the Cascade inserts and as we had no record of inserts being ordered on the order you signed we had to order the inserts in from the factory, which was done at no charge even though they had not been charged for on the original order We attempted to have these delivered by [redacted] and after [redacted] re-routing them several times over the course of the week, we finally managed to have them dropped off at our location so that we could deliver them personally to your location We do appologize for any inconvenience this has causedPlease let us know if there is anything else we can do Best regards, Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the email of what I ordered and it did have the window inserts on itAs for what I signed that was nothing I have never signed a thing everything was done via emailWhen kat called me for install nothing was ever said to me about WindowsWhen the door was rescheduled by kat it was because she said the door wasn't in Final Business Response / [redacted] (4000, 12, 2015/10/13) */ Hi ***, Our initial paperwork did not show any inserts but you were kind enough to forward an email after the install that did have a picture of a door with inserts, something that you had furnished before and we had somehow misplaced from your fileAs we seemed to have missed that on the emailed order confirmation that you signed, we ordered in the inserts to arrive on our next shipment as it was obviously an error on our part Kat did not completely undertand what was missing from the order when she called to reschedule and we appologize for thatWe have since updated our procedures to give more precise written information to Kat in the future rather than the verbal notices we used previously, this should prevent this type of miscommunication from happening in the future While the door was in stock (which is why there was special pricing on the door) we did need to order in the windows to cut them into the door itself and it is unfortunate that these arrived later than anticipated and caused us to have to reschedule the installAs we came to site to install the inserts a few weeks ago I trust that we have now met the desired resolution you were seeking Once again, we appologize for any inconvenience this may have caused and would like to extend to you a coplimentary annual service for your doorI will have it booked into our system and early next fall I will have one of our technicians come to your site to perform the complimentary work Please feel free to call should you have any further questions or concerns Best regards, Jim G [redacted] President
Initial Business Response /* (1000, 8, 2015/10/05) */
Contact Name and Title: Jim G[redacted]- President
HI [redacted],
We are sorry to hear that your experience was not all that we strive for here at Garage Door Depot. At the time of order, we discussed with you that we had the door in stock, but...
that because it was the uninsulated door, we did not have any glass kits for it and had to order those in from the factory which we did once the order was processed. After scheduling the install we did receive a call from you indicating that you would like to rescehdule your install, this was a few days before your windiws were set to arrive. We just rescheduled the install under the assumption that the windows would be in well before hand but unfortunately, they did not arrive in time and we had to re-book the install while we waited for the windows to arrive.
After the install you called, indicating that you had ordered the Cascade inserts and as we had no record of inserts being ordered on the order you signed we had to order the inserts in from the factory, which was done at no charge even though they had not been charged for on the original order.
We attempted to have these delivered by [redacted] and after [redacted] re-routing them several times over the course of the week, we finally managed to have them dropped off at our location so that we could deliver them personally to your location.
We do appologize for any inconvenience this has caused. Please let us know if there is anything else we can do.
Best regards,
Initial Consumer Rebuttal /* (3000, 10, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the email of what I ordered and it did have the window inserts on it. As for what I signed that was nothing I have never signed a thing everything was done via email. When kat called me for install nothing was ever said to me about Windows. When the door was rescheduled by kat it was because she said the door wasn't in.
Final Business Response /* (4000, 12, 2015/10/13) */
Hi [redacted],
Our initial paperwork did not show any inserts but you were kind enough to forward an email after the install that did have a picture of a door with inserts, something that you had furnished before and we had somehow misplaced from your file. As we seemed to have missed that on the emailed order confirmation that you signed, we ordered in the inserts to arrive on our next shipment as it was obviously an error on our part.
Kat did not completely undertand what was missing from the order when she called to reschedule and we appologize for that. We have since updated our procedures to give more precise written information to Kat in the future rather than the verbal notices we used previously, this should prevent this type of miscommunication from happening in the future.
While the door was in stock (which is why there was special pricing on the door) we did need to order in the windows to cut them into the door itself and it is unfortunate that these arrived later than anticipated and caused us to have to reschedule the install. As we came to site to install the inserts a few weeks ago I trust that we have now met the desired resolution you were seeking.
Once again, we appologize for any inconvenience this may have caused and would like to extend to you a coplimentary annual service for your door. I will have it booked into our system and early next fall I will have one of our technicians come to your site to perform the complimentary work.
Please feel free to call should you have any further questions or concerns.
Best regards,
Jim G[redacted]
President
Initial Business Response / [redacted] (1000, 8, 2015/10/05) */ Contact Name and Title: Jim G***- President HI ***, We are sorry to hear that your experience was not all that we strive for here at Garage Door DepotAt the time of order, we discussed with you that we had the door in stock, but that because it was the uninsulated door, we did not have any glass kits for it and had to order those in from the factory which we did once the order was processedAfter scheduling the install we did receive a call from you indicating that you would like to rescehdule your install, this was a few days before your windiws were set to arriveWe just rescheduled the install under the assumption that the windows would be in well before hand but unfortunately, they did not arrive in time and we had to re-book the install while we waited for the windows to arrive After the install you called, indicating that you had ordered the Cascade inserts and as we had no record of inserts being ordered on the order you signed we had to order the inserts in from the factory, which was done at no charge even though they had not been charged for on the original order We attempted to have these delivered by [redacted] and after [redacted] re-routing them several times over the course of the week, we finally managed to have them dropped off at our location so that we could deliver them personally to your location We do appologize for any inconvenience this has causedPlease let us know if there is anything else we can do Best regards, Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the email of what I ordered and it did have the window inserts on itAs for what I signed that was nothing I have never signed a thing everything was done via emailWhen kat called me for install nothing was ever said to me about WindowsWhen the door was rescheduled by kat it was because she said the door wasn't in Final Business Response / [redacted] (4000, 12, 2015/10/13) */ Hi ***, Our initial paperwork did not show any inserts but you were kind enough to forward an email after the install that did have a picture of a door with inserts, something that you had furnished before and we had somehow misplaced from your fileAs we seemed to have missed that on the emailed order confirmation that you signed, we ordered in the inserts to arrive on our next shipment as it was obviously an error on our part Kat did not completely undertand what was missing from the order when she called to reschedule and we appologize for thatWe have since updated our procedures to give more precise written information to Kat in the future rather than the verbal notices we used previously, this should prevent this type of miscommunication from happening in the future While the door was in stock (which is why there was special pricing on the door) we did need to order in the windows to cut them into the door itself and it is unfortunate that these arrived later than anticipated and caused us to have to reschedule the installAs we came to site to install the inserts a few weeks ago I trust that we have now met the desired resolution you were seeking Once again, we appologize for any inconvenience this may have caused and would like to extend to you a coplimentary annual service for your doorI will have it booked into our system and early next fall I will have one of our technicians come to your site to perform the complimentary work Please feel free to call should you have any further questions or concerns Best regards, Jim G [redacted] President
Initial Business Response /* (1000, 8, 2015/10/05) */
Contact Name and Title: Jim G[redacted]- President
HI [redacted],
We are sorry to hear that your experience was not all that we strive for here at Garage Door Depot. At the time of order, we discussed with you that we had the door in stock, but...
that because it was the uninsulated door, we did not have any glass kits for it and had to order those in from the factory which we did once the order was processed. After scheduling the install we did receive a call from you indicating that you would like to rescehdule your install, this was a few days before your windiws were set to arrive. We just rescheduled the install under the assumption that the windows would be in well before hand but unfortunately, they did not arrive in time and we had to re-book the install while we waited for the windows to arrive.
After the install you called, indicating that you had ordered the Cascade inserts and as we had no record of inserts being ordered on the order you signed we had to order the inserts in from the factory, which was done at no charge even though they had not been charged for on the original order.
We attempted to have these delivered by [redacted] and after [redacted] re-routing them several times over the course of the week, we finally managed to have them dropped off at our location so that we could deliver them personally to your location.
We do appologize for any inconvenience this has caused. Please let us know if there is anything else we can do.
Best regards,
Initial Consumer Rebuttal /* (3000, 10, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the email of what I ordered and it did have the window inserts on it. As for what I signed that was nothing I have never signed a thing everything was done via email. When kat called me for install nothing was ever said to me about Windows. When the door was rescheduled by kat it was because she said the door wasn't in.
Final Business Response /* (4000, 12, 2015/10/13) */
Hi [redacted],
Our initial paperwork did not show any inserts but you were kind enough to forward an email after the install that did have a picture of a door with inserts, something that you had furnished before and we had somehow misplaced from your file. As we seemed to have missed that on the emailed order confirmation that you signed, we ordered in the inserts to arrive on our next shipment as it was obviously an error on our part.
Kat did not completely undertand what was missing from the order when she called to reschedule and we appologize for that. We have since updated our procedures to give more precise written information to Kat in the future rather than the verbal notices we used previously, this should prevent this type of miscommunication from happening in the future.
While the door was in stock (which is why there was special pricing on the door) we did need to order in the windows to cut them into the door itself and it is unfortunate that these arrived later than anticipated and caused us to have to reschedule the install. As we came to site to install the inserts a few weeks ago I trust that we have now met the desired resolution you were seeking.
Once again, we appologize for any inconvenience this may have caused and would like to extend to you a coplimentary annual service for your door. I will have it booked into our system and early next fall I will have one of our technicians come to your site to perform the complimentary work.
Please feel free to call should you have any further questions or concerns.
Best regards,
Jim G[redacted]
President