Great Garage Door Company

When we arrived at the *** residence to install their new door we found that the brackets the secured the door track to the garage frame were covered by sheetrock which had been applied after the door was installedThe only way to remove the old brackets and to attach the new brackets to the
garage door frame was to cut out the sheetrock to expose the brackets and framingThere was no other way to remove the old doorWe did not have an alternative to doing that. Normally when we have to cut out sheetrock to get to the framing we charge for the additional time/labor required to do thisBecause our salesman had not realized that work was necessary and quoted that cost we did not charge for that laborBut, just like if you hire a plumber and he finds the bad pipe is behind a wall, if they have to cut open the wall they do not the sheetrock when they are doneWhen we have to remove some sheetrock to get to the old brackets and framing we do not the sheetrock. I apologize for the confusion but whether we talked about the sheetrock work before or after there was no alternative to cutting it outThere was no other way to install the door Steve ***

Initial Business Response /* (1000, 5, 2015/12/30) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
On 12/16/2015 We were contacted by [redacted] who requested we come out and repair her garage door. She...

mentioned we were out a few weeks before, and it might be warranty. After Craig looked up the previous service call, he found it was in July, which is out of the warranty period, and a different problem. He called [redacted] back, and informed her of this, and she asked us to come out and repair the door and call for a credit card number when done.
When the serviceman arrived, he found several rollers had come out of the track, and he put them back in the track, and called for a credit card number, and was unable to reach either [redacted], or [redacted]. I did reach [redacted] later, who told me [redacted] was "taking care of it" I left several messages for [redacted], and didn't hear back from him until Monday 12/21 at which point, he refused to pay.
The charges are correct for 2 reasons, first the labor warranty for the service in July has expired, and second this is a different problem.
As for the previous call, this is rental property, they had no idea what the problem was, except the door wouldn't open. $104 is the cost of a standard service call, $204 is the cost for replacing both torsion springs, which is what the problem turned out to be. They were informed, and never questioned the amount.
Mr. [redacted] is simply annoyed that his rental property is costing him money for repairs. This charge is justified for the condition of the door, and reasonable in the amount.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again, this company was not authorized to perform any work. They were explicitly informed to contact us for consent if this did not fall under warranty. They did not contact us. We never gave permission to do any work. They did it without approval and then demanded payment.
How unprofessional to claim you know how I am feeling by saying I was annoyed. What I am annoyed about is a company making unauthorized repairs and then charging me for it, then proceeding to have very unprofessional interactions wth customers.
This hs not been resolved and will not be until this company removes this charge that they were not authorized to make. This company has been very dishonest.
Final Business Response /* (4000, 11, 2016/01/15) */
[redacted]response has been scanned in and converted to text below (original document is available using the online complaint system).
Per our previous response, we were initially contacted by [redacted], who did mention she thought the charges might be in warranty. We did look up the previous invoice, and found out the warranty period (90 days) was over, and the previous repair was on the springs, not the rollers. We did call [redacted] back and explain the charges, she did authorize the charges, and asked us to call her for a credit card number when done. When we contacted her after completing the work, she told us to contact her husband for the credit card number, acknowledging the charges once again.
As for the previous work, we called them from the job site when we found out what parts were needed, they gave us authorization to install the springs, and gave us payment. This was 3 months ago, and we understand they are just using this as leverage to try to eliminate the current charges.

I am rejecting this response because:
When we signed the contract with the salesperson, we all agreed that there would be no additional costs or additional work that needed to be done. They never mentioned any holes needed to be made before or after the doors were replaced until we said something about them. It isn’t our problem that their salespeople aren’t trained enough to perform well in job that they’re dealing with. Before they came to install the garage doors, they looked over our garage doors and everything around it. If they needed to make the holes in our walls to replace the garage doors, they should’ve said something beforehand, not just leaving a mess and saying it’s our responsibility to clean it up. They’re very unprofessional, and dishonest with their customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. This company, and in turn, moving forward with this complaint, is longer worth my time or energy.  Thank you, Revdex.com, for your help. I would request this case be listed on your site (omitting personally identifying information) for others to reference as they decide who to hire for such work.-- [redacted]

[redacted] Revdex.com 220 S, River Ridge Cir        Burnsville, MN 55337 Dear [redacted] & Mr. [redacted] First, let me apologize that my technician did not realize there was a pull down attic stairway. We stand behind our work and would have come...

back to re-route the wire if you had called us before moving the wire yourself. Sincerely, [redacted]

As I am sure you are aware, with any remodeling project the prospect of running into something unexpected is ever present. Many homes/garages are not constructed in accordance with standard practices. Normally the sheetrock is held back from the wood jams to allow room for the garage door attachment brackets to fasten to the wall. Obviously whoever applied the sheetrock did so after the prior door was in place and was unaware they should not cover the door brackets. Once the brackets are covered there is no choice but to remove the sheetrock to allow for the removal of the old brackets and the attachment of the new door (which often have a different placement than the original brackets). THERE IS NO CHOICE ABOUT WHAT MUST BE DONE. We were in NO WAY dishonest. We did not charge the Mustafic's for the additional labor to remove the sheetrock because we did not see that it would be needed. If we would have noticed it we would have charged for the labor. So we were NOT trying run up there bill after we quoted them. It is also clear from our quote that there was no provision for doing any sheetrock modifications so this is clearly outside the scope of work we agreed to do. Again, I apologize for the confusion but whether we talked about the sheetrock work before or after there was no alternative to cutting it out and it was not included in the bid we supplied.Sincerely, Steve [redacted]