Global Development Strategies

I would like to extend an apology once again for the experience received by this consumer and make it known that we value this feedback to address this situationThis is not the way we as a company represent ourselves or do business, but the action of one employeeWith that being said I would also like to point out once again that no service was performed or paid for so we have not done any business with this consumer and this complaint is invalid

Please see our previous responseWe feel that we have made our best attempt to address the consumer's concernsAt this point there is nothing further that we can do, and as previously stated we did not actually do any business with the consumer

I have answered this complaint alreadyMy technician came to the site as requested and gave quotes based on our standardized pricingThe client told my technician that it was too high, so my technician called into the office for a floor manager to see if we can work with the client financially According to our technician the client needed a torsion conversion, meaning all the parts springs, cables, drums, center bearing, end plates and so on needed to be replacedMy notes state that we quoted $then reduced to $The $service call will stand because we did exactly what we said we would do and the client decided not to use our companyThank you

We do not in any way "evade" or have to be "badgered" to provide a receiptWe have adopted a green initiative as a paperless company and all invoices are emailed by our automated system as soon as work is completeThere is however always the chance for human error (typos, etc) or the possibility that the automated email is blocked by security, virus protection, or filed as spamIf this is the case we are always more than happy to email a separate copy or immediately mail a hard copy at the customer's requestWhen we have a technician in training, they have already been through multiple weeks of training at our office training center and on top of that we do not hire technicians without prior garage door experienceWe would never allow a novice to complete repairs on the behalf of our company with little to no supervision, as the customer feels is the caseAll springs that we install are brand new, never used or refurbishedZinc galvanized springs do oxidize over time and may look tarnishedThis is completely even on a brand new spring and does not effect the quality, function, or lifespanWith that being said, we do understand the customer's concerns and we will be glad to have a technician out free of charge to evaluate the repair and address the noise issue the customer has encountered inside the labor warranty periodWe will also still honor the offer to extend the customer an upgrade to a day service warranty and lifetime warranty on parts

The technician provided an estimate for the necessary repairs before starting any work and the client agreed that the price was fair and approved the work to be completedThe customer was charged the price that was quoted and agreed upon before the repair and I have previously explained in detail why it was invoiced as a lube and tuneFurther, the fact that it is invoiced as a lube and tune bears no relevance to the price as it was given before the repair and agreed uponThe customer was not overcharged or taken advantage of in any way, and it goes back to the fact that if she felt the price for the repair was not fair she did not have to agree to have the work done in the first placeI would also like to point out that the safety inspection/diagnostic fee is simply in place to cover the cost of the technician's visit, gas, and other various costs if the client decides not to have any work completed

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 Regards, [redacted] I apologize for re-opening this complaint, but I was busy and didn't realize that there was a time limit on the complaintThe issue is that this company has a practice of taking advantage of elderly women by having an exceptionally low house call charge of $Then they gouge the unknowing customers and provide blatantly invoicesI have evidence of an inaccurate invoice stating "Lube and Tune Up" serviceI also have statements being made by the company where they stated that the technician performed "service and adjustments on both garage doors" but that was not completedThe technician stated while on speaker phone that he reset the safety eye and tightened a few bolts, that is not a tune up, and if this company thinks they can tell their customers that "tightening a few bolts" constitutes a tuthen their customers should knowThey were called out to the house to fix the garage doorUpon inspection by the technician, he found the problem was that the safety eye had fallen and needed to be placed back on the bracketHe charged $for that, and said that he tightened a few boltsCharging $is outrageousThis is not buyer remorseThis is a technician, and now a company, taking advantage of unknowing customers who trusted them to charge a reasonable sum, and provide an accurate invoiceNone of which was performedIf you want to charge $for a house call then charge it, don't reduce your rate for a house call and then gouge the unknowing senior citizens who trust you to provide service at a fair/reasonable price, perform the work that you say you are charging for, and provide an accurate invoiceThis company needs to be reported for gouging elderly citizensThere needs to be a record of this behavior so that if it happens again, and is reported, additional action can be taken to stop this type of predatory business practices

We recognize every point of the customer's complaint and will address as followsThe Multi-Point Safety Checklist is what the service call is, to come out and assess the customer's garage door and determine if there are any repairs needed or any safety concerns with any operational parts of their garage door systemWe do this checklist on every single jobThe door is a separate system than the motorSelling the customer a door has nothing to do with the motor, as the two systems work separately, yet togetherYou can still operate your door manually without a motorThe original service call was for a safety eye service not a door serviceThe customer called in under the impression that her safety eyes were malfunctioningUpon arrival the technician assessed that the belt was looseAdjustment of the safety eyes and the belt are tasks that a professional should do, and if they are done wrong such as the belt being adjusted incorrectly, it could cause many of problems such as the belt snapping or other damages, so we feel as if the charges are just, when We quote the customer prior to doing any work and they were agreed upon, based on the signature of the customer on the invoice, which is attachedThe section that describes PROJECT DESCRIPTION/MATERIALS TO BE REPAIRED OR INSTALLED is not limited to the scope of new product but to existing product that needs repair as well, in this case it was the components associated to the motor itselfSo this claim made by the customer that there were no products to be repaired or replaced is false, because we service the motorThe recycling/disposal fee is built into the cost of every invoice and the bottom line is that it was inclusive of the quote, it was not added on after we had quoted the clientThe $discount was an active coupon we had for the door install, and on two car garages we actually have a $couponSo the client is correct on thatAs for the charges of $694.84, we have searched for them by the day, specific amount, authorization code, and order ID and have yet to locate theseSo as to the claim of our company illegally using the customer's credit card, we cannot justify this based on our records, so we would need some kind of verification from the client that this actually took placeWe advised customer that she needs to contact her bank to dispute those chargesWe use a secure system that stores information internally and no employee has access to credit card numbersThe transaction was taken place via our technicians mobile credit card reader, so no information was ever written down, all information goes directly into our secure systemWe feel as though the original charge for $was justified as it was service to the motor and not the doorHowever we offered to refund the entire total of the $212.95, and honor the dollar difference in the coupon and client has not been cooperative.Thank you

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 Regards, [redacted] Any day of the week, one can call a reputable garage door repair company and obtain an over the phone estimate for this type of repair During my initial call to this company the person would not provide me with a repair estimate He did state that the service call was $and $off labor and parts There were NO parts involved Two men, one a trainee, and less than minutes labor! This corporate behavior is outrageous and does not deserve the Revdex.com status Anyone with a modicum of common sense should realize that I have been swindled I would very much appreciate knowing the Revdex.com action regarding this matter Thank you, W.E [redacted]

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 The focus is not on the twisted beltThe focus is, I should not have had a problem with the sensors for less than a year being installed.The technician did not do what he was suppose to do when he installed it, if he had done it correctly the sensors would not have gone out so quickly.I understand there will not be anything done I can live with that, however this company and the ones making the decisions need to understand the bottom line for their company is not always the mighty dollar.If I knew that one my employees installed something incorrectly I would not charge them a service fee after I notice it was their negligence that caused the problem Regards, [redacted]

Attached is the invoice from 10/6/2013, signed by the customer, which documents all of the warranty termsOutside of the standard day service warranty there is an $service call fee plus installation labor to replace any parts covered under warrantySprings that are different lengths and diameters can balance a door the same way ie: a longer spring with a smaller diameter can handle the same weight as a shorter spring with a larger diameterWe normally use a larger diameter spring and when another company points out that a spring is shorter it often seems to be a sales tactic to "earn" the customer's businessAlso with the time that has passed since the original install, any number of different factors could have led the spring to breakDespite all of this we always stand behind our installations, had the customer contacted our client service department we would have been happy to waive the service fee to evaluate the springs and swap them at no charge if they were in fact the incorrect sizeThe customer chose to go with another company rather than giving us that opportunity so there is nothing further we can do to assist them at this time

On 6/10/we were able to reach out to the client, discuss the complaint issues, and come to an agreement in resolution of the complaint issues

We installed a Guardian opener for the customer on 3-29-There is a standard day service warranty for any product defects or installation issues and a lifetime warranty on the parts themselvesAttached is the invoice from the install clearly showing all warranty termsThis invoice is automatically sent to the customer upon completion of the work, but if for some reason the invoice is not received we are always happy to mail a copy at the client's requestThe customer contacted us on 11-29-because she was having an issue with the openerSince this was outside the standard labor warranty an $service call plus any labor for the repair would apply to replace parts covered under warrantyOur representative even reached out to the customer and offered a reduced service call fee of $The customer agreed to have a technician out, but then called back and informed us the unit was working again and cancelled the visitWe did not hear from the customer again until 7-20-During this call, the client requested that we refund the $that she paid for the unit and informed me that she had another company out to take down our unit and install a new oneWe advised the client that she had a lifetime warranty on the unit and if she had called us to come back out, we would have been able to swap out her old unit for a new one if needed under warrantyIf the customer did not wish to pay for our technician to complete the repair, they also have every option to call the manufacturer to see about resolving the issue themselvesWe did everything in our power to fully honor the warranty terms, however the customer did not give us the opportunity and instead chose to go with another companyDue to this there is nothing further we can do to assist the customer at this time

On 5/6/the customer contacted our client service department and requested a full refund and for us to collect the parts installedThe terms of the contract between the consumer and our company dictate that we will provide parts and services in return for paymentUpon completion of the work and subsequent payment by the consumer the terms of this agreement are binding and finalA refund as requested represents a breach in the terms of this agreementOur company is obligated to honor the terms of the warranty policy detailed on the contract, which we have made every attempt to doThere have been two warranty visits completed at no charge with the unit was replaced on one visitWith the steps taken, the continued issue with the remotes and homelink programming in the customer's vehicles can be narrowed down to likely be due to existing frequency interference, something that is impossible to anticipate before the unit is installed and difficult to diagnose without first eliminating other potential causesOn the last warranty visit on 5/2/our technician offered to address these concerns at no charge, but the customer refused and instead requested to have an upgraded LiftMaster unit installedThe cost of this upgrade is $200, not including installation which we offered to furnish at no chargeThe customer refused to pay for the upgrade or allow us to further warranty the Guardian unit at that timeWhen the consumer last spoke with one of our representatives on 5/6/15, this was still her stanceFurther, she repeatedly stated that it was "too late" for her to allow us to resolve the concerns despite the offers made and she only wished to have a full refundOn 5/15/we reached out to the consumer in order to resolve her concerns detailed in this complaintWe offered once again to fully warranty and address the concerns at no charge per the terms of the contracted agreementFurther, we extended an offer to upgrade her unit to the LiftMaster she had requested at no additional costShe informed us that she had made the decision to go with another company and has had our unit uninstalledWith everything detailed it is clear we have done everything in our power to assist the consumer and ensure her satisfactionSince she made the decision to have another company replace the unit rather than pursuing a resolution with our company there is nothing further we can do

Although our technician was unable to completely resolve the issue with the client's garage door, he did perform a service call which has a standard $feeHe also did perform another service on site by re-programming one of the client's remotesTherefore, a full refund when there was a service call and repair performed is unreasonableWith that being said we will be happy to offer a 50% refund of $on the basis of client satisfaction and feel that this is fair resolution

On 4/27/the customer called to request a new garage door and installation An agreement for the door purchase and install was made verbally with a deposit collectedThis verbal agreement serves as a binding contract for the door installation due to the order being placed over the phone, which makes a signature impossible to acquireThe installation was scheduled for 4/29/between 12-p.mThe customer called our office at 10:a.mon 4/29/(slightly more than an hour before install) wishing to cancel the orderCancelling with this little lead time is completely unreasonable as our company had already taken possession of the customer's door from the manufacturer and our installer was en-route to the customer's homeThe client declined to have the door installed, so it was left in their possession as it is now their propertyIn resolution we are able to offer a $reduction on the price of the door or have our installer back out to complete the install and fully uphold our end of the original contract

We were able to speak with the customer on 6/26/, review all concerns presented, and agreed to a $reimbursement for customer satisfaction due to the inconvenience experiencedThis situation is not representative of our high customer service and repair standards or policy and proceduresWe apologize again for any and all inconvenience endured by the customerWe would also like to again express our appreciation for bringing this invaluable feedback to our attention to allow us to address the situation and ensure that it never happens againWe are always looking for any possible way we can improve our business and ensure full satisfaction and the best experience for all of our customers

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 Regards, [redacted] REJECTED UNACCEPTABLE RESPONSE Business misrepresented itself on the telephone and on entering my gated community Clearly, as an elderly person, I was taken advantage of and scammed, charged $1,for a job worth no more than $300.00, a sum that would have been charged by the company whose name and reputations was wrongfully appropriated by GDS I will accept nothing less from this company than an admission that they scammed me, an apology, and refund of the sum of $1,Be advised that the contractor’s license for this company is currently suspended by the California Contractors State License Board / [redacted] Style Definitions */

There was no message from the consumer as to why our response was rejectedPlease see our original response, we have nothing more to add at this time

We were able to reach out to the consumer and come to a resolution of the complaint issuesThe full price for the service was reviewed on site and agreed upon for the repairThe $charge invoiced for lube and tune was actually applied to cover all labor involved in changing out the rollers and trolley guide in addition to the lube and tune up on door being completedIn addition to the standard safety inspection/ diagnostic fee being waived for a $discount and 5% senior discount being applied, we were able to apply an additional $discount for a coupon she had presented on site

We spoke to our technician, and when he performed the full safety inspection and diagnostic, the door had a damaged panel that was binding and the springs were too small to hold and balance the weight of the door correctlyRegardless of the state of the opener, these repairs were needed to return the door to full function and that he would try to repair the opener before recommended replacementThis was fully explained to the customer and the repairs were approvedA strut was installed to support the panel and prevent it from binding and the existing size springs were replaced with and springs, one and two sizes larger, to balance the door correctlyThe technician then cleaned out and rewired the opener and it was still not receiving any powerReplacement was then recommended, approved, and completedThe bottom line is that if the motor had been replaced first, the other repairs still would have been neededThe springs hold 90% of the weight of the door, and if they are not balanced and doing their part it puts strain on the opener leading to premature failure and the panel would have added to this strain and likely eventually bent or brokenSeveral accommodations were made with no labor charged and a $discount on the opener in order to complete the repair within his budget Despite this thorough explanation the customer has been unreasonable and is only looking for a reduction in the price The repair was completed as requested and agreed to for a more than fair priceWe reached out to this customer to go over all of their concerns and explain everything, but they are unreasonable and are only looking for a lower price Our technician did everything in his power to give the customer the correct repairs and best prices possible on site, with all of the fact stated there is no reason for a refund