Global Development Strategies Inc

One of our representative reached out to the client to attempt to resolve and was hung up on. We followed up with additional calls and an email and did not hear a response back. T-locks are not included with a standard door install and are an additional accessory that has to be ordered. There was...

not one included in the client's order and they were not charged the additional cost for the lock or to have it installed. The $170 quoted would have been the price if the lock had originally been included in the order, due to the price of the lock and the need for a special drill for installation. We can make a special accommodation to reduce the price to $100+tax for the lock and installation on the basis of client satisfaction.

On 9/9/14 our technician performed a service call for warranty repair on the client's garage door opener that we installed on 8/28/13. Outside of the 30 day warranty period an $89 service call fee applies for any warranty repairs, with a lifetime warranty on the parts. On this visit the opener was...

adjusted and repaired, but just in case there was another issue one of our associates agreed to waive the $89 service call fee so that only labor for swapping the head unit or another repair would apply. On 10/22/14 another one of our technicians performed a visit and this offer was honored. After performing his diagnostic, it was determined that the unit would have to be swapped, and only the standard service charge of $149 was quoted. There was some miscommunication between our office and the client and the situation was not handled correctly, and I would like to apologize for the actions of that employee. In the end the garage door opener was changed out under warranty at no charge for parts and the labor was reduced to $99 for the client's satisfaction. I spoke to the client today and went over everything today to clarify the details on the issue and extend a personal apology for the difficulties faced.

Our client service department previously reached out to the client and issued $300 refund on the cost of the door for the difficulty and inconvenience with the order and install. Although it is outside of the standard labor warranty period so a service call and labor fee would normally apply to work...

on warrantied parts, we will stand behind our installations if there is a defect in workmanship. We reached out to the customer and scheduled a warranty trip for Monday January 12th with no service charge. If the problem with the door  is in fact the result of improper installation it will be fully repaired free of charge.

We came out in 2013 for client and fixed a squeaky belt on the motor. We were not called again until 9/4/15 and we just charged a $49 service call and adjusted the safety eyes...door worked fine. We were called again on 9/26/15 and the client is experiencing motor issues again. There was a quote for...

$129 labor to swap the motor, so I am assuming it's our motor but not sure. Notes on 2013 say that we installed the door earlier than 2013. Did we install the motor? Notes do not point to a faulty motor. I need the original receipt on the first visit that show the motor is still under warranty for us to consider this. I need it sent to [redacted][email protected]. Even so it's too long for the technicians to remember anything, why wait this long? If the motor is not ours, there is nothing we can do other than replace the motor at a charge, if it is our motor I'll set an appointment for exchange the motor at no charge, but I need the receipt because I have nothing in our records of the door or motor installation. I am very sorry that you are experiencing difficulty and we would like to get this fixed. Thank you

We were able to reach out the client and come to an agreement and resolve the complaint issues.

We did not do any repairs to the customer's wall button and were not paid for a wall button or any adjustment to it when the original work was completed. Attached is the invoice documenting this. We apologize for the inconvenience in scheduling, due to this our representative already offered to...

reduce our standard price for the wall button that we carry from $150 to $65. We will be happy to still honor this discount and have a technician out to replace the wall button if the customer would like us to.

Revdex.com:
I am a person of high morals and work at a institution that only strives to better serve their client. There is an obvious disparity between my beliefs and the random garage door service company that I picked to repair my door. I was going to be late for work, I could not get my car out of the garage, but they claim that I should "have shopped around". Being female, I wonder if perhaps they saw me as a "potential victim" - a woman calling to ask for next service to get her garage door open.??? May I even wonder what a man that was in my circumstance would have been charged? I bet not the same.  They did in fact offer me "a coupon", but truly this is just an attempt to cover up their exorbitant pricing. When I can call two other services and both give quotes of less than $200.00 for SAME SERVICE, then how can this be a fair price coming from GDS? A spring is a spring in my eyes and their claim of a lifetime warranty makes me wonder if their product is superior, then why is this even needed? I have EXCELLENT credit and have never filed a claim with Revdex.com. Can GDS say the same? At this time, I will not acknowledge that I am nor ever will be satisfied with this claim and will NEVER do business nor recommend this company to anyone. But, I would like this claim resolved and will therefore accept the offer stated from GDS. Please let me know where I can send the check and the amount. But may I add that I will go out of my way to share my experience with anyone I can. I only think it is my civic duty to protect others from same occurrence.Thank you Revdex.com for being the mediator.Sincerely, G. [redacted]

The consumer was not overcharged for the repair per our standard retail prices for the upgraded parts installed with a lifetime warranty. We are under no obligation to match competitors pricing and once again had the consumer felt he could get a better price he had every opportunity to decline the service. However the price was agreed to prior to any work being completed and our technician was allowed to perform the repair. Further, the consumer signed the invoice in agreement that the service was completed to his satisfaction at the contracted price, attached.  With all of this being said, we still have reached out to the client and agreed to a $174.99 reduction on the bill completely for his satisfaction which has been applied to the invoice.

Attached is the invoice. The price is sound and there is nothing outrageous about this price. There client had the wool pulled over his eyes by this other company...I hate to say it like that but our company is being attacked for no reason. Again, why didn't the client simply call us to evaluate the spring...seems like there may have been an agenda here in attempting to play the field and get a lower price with this other company. There will be no refund.  How can there be any resolve here when the client has already taken matters into his own hands without giving us opportunity to evaluate our work? Thank you

When the customer contacted our client service department her concerns were documented and followed up on thoroughly. When our technician first came out and completed the 21 point safety inspection and diagnostic, he did determine that the motor and springs were both concerns. The springs carry 90%...

of the weight of the garage door with the motor only pulling the remaining 10% or less. If the springs are weak, inadequate, or broken then extra strain is put on the motor to pull up more weight than it should. The technician determined that the customer's springs needed to be replaced and determined that the springs had likely caused the damage to the opener. He provided a quote and written estimate for the opener, but the customer let him know cost was a concern. He then clearly explained that if only the opener was replaced, the defective springs would lead to the gears burning up and the new opener failing. The customer then agreed to have the springs replaced to make the door operate properly and stated she would pursue another option for the opener whenever she had the funds available. The springs were replaced as promised for the agreed upon price and are functioning without issue. Attached is the invoice signed in agreement that the repairs were completed as promised. Upon returning to the site on a warranty visit the technician once again explained how the springs and opener work together and the need for replacement of the opener. He says the customer stated she would "just get one off ebay for a cheaper price." Despite all of this, customer satisfaction is our number one priority. We have reached out to the customer and offered to apply a special price reduction on the opener and to waive the installation labor charge due to her dissatisfaction and financial concerns. The customer declined to work with us any further.

I called the Company and left a voice mail around 2:30 pm on 6/19-2015. I will accept the check of $231.00 from the company in payment. This is the difference between $169.00 (high end of the original quote and the $400.00 paid to the company on 6-18-2015.
[redacted]

In reviewing the call recordings, there were no prices given or quotes promised by our company. The customer was advised of the $89 service call fee for the visit and the technician's full safety inspection and diagnostic which was agreed to.  It is impossible to diagnose a garage door...

over the phone and know the full scope of the repairs needed. The customer had a price in mind for the cables, but when the technician arrived on site an issue was diagnosed with the drums (pulleys) which work hand in hand with the cables. We do not recommend repairs that are not necessary to return the door to full function and insure that there will not be another issue within the near future. The customer confirmed that this was fully explained, the price was quoted, and he agreed to have the parts replaced and work completed. To keep the price within the customer's budget there was no labor charge and each parts was discounted from our standard retail price. Attached is the invoice showing the discounts and that the customer signed in agreement that the work was completed as promised for the agreed upon price. We reached out to the customer top attempt to discuss everything and take care of any issues to resolve their complaint issues and were not met with any cooperation or willingness to discuss everything and reach a resolution. We feel that as a company we did absolutely everything in our power to take care of the customer. The service visit was made promptly, the technician diagnosed the correct repairs and then explained everything to insure the customer was comfortable before completing the work, and the work was completed properly and backed with a 90 day labor warranty and lifetime warranty on parts.

GDS stands behind our parts with a lifetime warranty and guarantee our installations with a 30 day warranty on labor. This is clearly stated on the invoice that is signed and provided to the client, attached [redacted]). Outside of the 30 day warranty period it is clearly stated that a service call fee...

and labor will apply. This was explained when the client called on 10/1/14 to request a warranty visit for an issue with the opener that we originally installed on 6/26/14 and they agreed to have someone out, verified on the call recording. The issue with the wall button was not due to improper installation, it was possibly due to manufacturer defect. The part was replaced at no charge under the part warranty and the labor was clearly reviewed with the client and agreed to with them writing a check for the payment. Attached is also the invoice from that visit, signed in agreement that the work was completed and that the $129.99 charge would apply ([redacted]). If the client did not wish to have the work completed at that price under our warranty terms they certainly could have refused the service or pursued another option. We honored the warranty policy as stated and completed the repair with authorization, there is nothing to justify a refund.

Our records show that our technician completed a service call on 3/14 at no charge and provided and estimate for necessary repairs. A follow up call was made on 3/18 and the customer let us know they did not wish to move forward with the repairs. The return appointment has been cancelled and the...

customer will not be contacted further. We apologize for any mis-communication.

The client and myself were able to come to terms and work this out. This is completely resolved. 
 
Thank you
 
 
[redacted]
Garage Door Service
Client Service Director

As previously explained, if only the motor had been replaced there were still needs that would have needed to be addressed on the door.  If the motor had been replaced and not the springs, the extra weight not being carried by the existing springs would have put extra strain on the motor possibly leading to premature failure. The binding panel also would have likely led to more damage and possible need for replacement if a strut was not installed. The technician was instructing his trainee on how to fix a door correctly to operate for years to come, not completing a "band-aid" repair.  In the interest of completing the repairs in the most cost effective manner the technician made every attempt to repair the motor before jumping to replacement. Several discounts were applied to make the repair as cost effective as possible including an additional $200 discount on the opener and all any labor charges being waived. All repairs and pricing were clearly explained on site and if the client did not feel comfortable, he did not have to give approval and have the repairs completed. However they were approved on site with full understanding of the situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Because this business' misleading offer and failure to provide services as they were supposed to, I've lost so much time and money trying to find another solution. They're responsible for my losses due to their misrepresentation and fraudulent advertisement. They should at least provide 2 broad range garage openers free of charge and program them to my garage door. I've had to spend a lot more than that.
Regards,
[redacted]

The customer was not charged $228.99 for a "lube job." As previously stated the charges were for completion of a spring adjustment and door balance as well as an Operator adjustment. Attached is the invoice documenting this which is also singed in agreement with the repairs and pricing. When the customer contacted our office we agreed to have someone out at no charge to evaluate the issue and offered a discounted price for replacement springs taking what she had already paid for the repairs into account. The customer had already decided to have her springs replaced by another company and did not to allow us to honor the warranty on services completed or assist her further.

We have reached out to the customer and agreed to reimbursement in resolution of the complaint.

We have followed up with our technician on the customer's concerns. The customer had a special Wayne Dalton internal torsion spring system and I-drive opener meant only to work with that system.  Although it is possible to replace the spring in the internal torsion system, it requires special...

order parts and additional labor to make repairs.  In this situation even if the spring had been replaced, the motor was not in working order when the technician arrived on site and would not have been re-usable. He discovered that the internal gears were burnt out, possibly due to the opener trying to lift the full weight of the door with a broken spring. The motor has been discontinued and replacement parts are not available. Based on this the best and most cost effective option for repair was to complete a torsion rebuild and replace the inoperable garage door opener. The repairs were fully explained to the customer and she agreed to proceed and have our technician complete the repairs as promised. Several package discounts on the parts as part of the torsion rebuild package and all parts are covered with a five year warranty. Customer satisfaction is our number one priority. We were able to contact customer to provide clarification on the opener. We reached out to offer an accommodation on the cost for the new opener installation due to their concerns, but were informed they have chosen to go with another company.