Garage Door Service & Repair, LLC

Initial Business Response / [redacted] (1000, 5, 2015/11/18) */ Contact Name and Title: [redacted] .m client service Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @garagedoorservice.com I sincerely apologize about the mishaps surrounding this caseAfter reviewing the record I noticed that our last technician who was on site on 11/called into our office to order a replacement panel and suggestions on how to stop the scrubbing after the panel was installedUnfortunately, this order was not completed and thus no follow up because the record was lost due to errorI am following up on why and who caused this error to happen so we can correct this immediatelyI have called the client and left a voice mail so that we can complete the order of the replacement panel and making sure that the door stops running so that the client can have a working garage door for years to comePlease contact me immediately so we can settle this matter Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/19) */ The comany called and gave me a call back number that doesn't workEvert panel is damage on the doorThe one panel is dented and the others the paints chippingEvery panel needs to replaced unless they are going to paint the door

Initial Business Response /* (1000, 17, 2015/12/30) */
I was not aware of this Revdex.com complaint nor received any notificationsThe client has called in on 10/2/and we explained all charges were appropriatePlease reopen this complaint as responded toBelow are the notes from our associate that
spoke to the client in detail
10/02/XX XX:XX PM *** client is trying to say nothing was done, they don`t want to deal with us and we fraudulently took her money...would not answer any questions or explain what happened to help me out...tried to make it clear we would get it taken care of, she wouldn`t listen and hung up and said she`d go to Revdex.com
per tech...client had lube and tune coupon and door was not going all the way up and down...door was hitting rail and wouldn`t even open...also springs out of balance, burning out motor...quoted $lube and tune, did the work and re-tensioned springs...then the customer asked about rail...had to cut into sheet rock to make sure there would be a stud and then quoted around $450...climbed in the attic and figured out what to do...cut sheetrock feet, feet, homeowner said "just cut it out" and "cut rafters"...mounts the rail and it cleared so door could move freely....then cust asked to program OP and he makes no promises...tried to get it working, martin and buttons were loose and rail was dented...client didn`t have manuals and ultimately needs a new OP...quoted $351+$install
first charge of $was for $lube and tune and $door balance...when he was leaving and had already closed out the client asked him to do the other work...$was quoted and it was completed and husband was completely fine with it and helped...husband also understood that motor needed to be replaced and it was a separate issue...after he left the owner kept messing with the motor to the point that it frozeThere is no issue with the service we did
However the client has refused to pay for anything as of yetWe are not pursuing and considering this a lossThis should be closed in our favor if not taken down
Thank you

Initial Business Response /* (1000, 5, 2016/01/04) */
After reviewing the invoice there is a discrepancy on the invoice that charged $more than it was supposed toThis sometimes happens and is easily fixedThe orig total charged was for $and the new total is for $I have
corrected the invoice and emailed the client and also have returned the difference of $back to the clients cardI apologize for the inconvenience of the clerical issueI have also left a message on both of the numbers on file for the client to advised them of this and if there is any other issue that we can address please call the office first so that we can better service you rather than going to these extremesOur company values our reputation and completely objects to the falsities and slander on this complaintThis was a simple mistake that should have been handled in office by speaking to a managerAgain call the office and ask for Brandon General Manager if you have more questions @ XXX-XXX-XXXXThank you
Initial Consumer Rebuttal /* (2000, 10, 2016/01/07) */
This is to inform you and the Revdex.com that the above-referenced dispute has been satisfactorily resolved with a refund to my credit card account, received today
Regards,

Initial Business Response /* (1000, 5, 2015/10/21) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [email protected]
We apologize for all of the difficulty experienced by the customer. This certainly does not represent our high customer service standards...

and company values and will be investigated and address internally.
When one of our representatives last spoke to the customer we gladly offered to come back to replace the tracks. All other concerns with the door should have been addressed on 10/7/15, but if there are any further problems we will be glad to address them. We stand behind our products and installations to be free of any defects or issues.
Due to all of the inconvenience we will also offer a $100 reimbursement from the original cost of the door for customer satisfaction due to all of the issues faced. We attempted to reach out to the customer and left a message for a call back to set up a warranty appointment and confirm the refund.
Initial Consumer Rebuttal /* (3000, 9, 2015/10/23) */
On 10/7/15 [redacted] came at 7 pm to inspect complaint . He's the one that sold garage door to me. After inspection, new tracks weren't replaced which was included in sales, nuts weren't fastened, some parts were installed incorrect, and alignment to door was off. He corrected the issues but didn't have new tracks. He said he'll report the matter to his company and help resolve issues. [redacted] made written report which I have a copy of. No further outreach from GDS.
Final Business Response /* (4000, 22, 2015/11/03) */
I believed we answered this already on 10/21/15. Also a Revdex.com person called us and we advised that person of what our response was and they said they would up;date the case. I see that didn't happen. Since 10/21/15 we have been trying to call the client with no answer nor responses from our voice messages left. We are also anxious to get this resolved and the work completed. This does look like an install issue where the new tracks were not installed for whatever reason. We confirmed this on 10/13/15 when we spoke to client and read the last notes by our technician who went out last. We offered to refund $100 for the inconvenience and replace the tracks as promised. The client refused to set an appt. with us. Not sure why. The client is also asking for a refund, is that $100 refund or an entire refund? We installed a door for the client, not just a repair. I understand that client has been through the mill and we will speak to the installer on this and why he simply didn't install the tracks as promised. However, if the client wants a full refund, he needs to answer the call and set an appointment, once we have collected the door then I'll refund him in full, otherwise $100 refund and we will replace the tracks. I will try and reach out again today to resolve this. Thank you
Final Consumer Response /* (2000, 24, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept $100 refund and new tracks installations. Received call from GDS on 11/3/15 and scheduled for work on 11/4/15 12 pm. Appointment cancelled and still waiting for scheduled work.

Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: [redacted].m client service
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@garagedoorservice.com
I sincerely apologize about the mishaps surrounding this case. After reviewing the record I noticed that our last...

technician who was on site on 11/13 called into our office to order a replacement panel and suggestions on how to stop the scrubbing after the panel was installed. Unfortunately, this order was not completed and thus no follow up because the record was lost due to error. I am following up on why and who caused this error to happen so we can correct this immediately. I have called the client and left a voice mail so that we can complete the order of the replacement panel and making sure that the door stops running so that the client can have a working garage door for years to come. Please contact me immediately so we can settle this matter.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/19) */
The comany called and gave me a call back number that doesn't work. Evert panel is damage on the door. The one panel is dented and the others the paints chipping. Every panel needs to replaced unless they are going to paint the door.

Initial Business Response /* (1000, 7, 2015/10/21) */
We have standard retail pricing for all parts and services. When our technicians come out they perform a thorough safety inspection and diagnostic and then fully review all recommended repairs and pricing with the customer to make sure they are...

comfortable before starting any repairs.
With this being said, we do see that there are no coupons or discounts applied to the invoice, so we can definitely make an accommodation for the customer and have left messages and are waiting for a call back.
Our records do show that we received a voice-mail and left the customer a voice message on 9/17/15 to attempt to resolve their concerns.