Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Hamburg door came out and installed new rollersThe manufacturer (Wayne-Dalton) suggested installing a different set of rollersThey did and it made a slight differenceThe problem still remains that when closing the door as it goes around the radius it still jerks and makes noise that I just don't believe is acceptableI have looked at other garage doors that dont do thisI dont know the manufacturer of these doors or the installer, except for one which was installed by Hamburg doorHamburg door did attempt to fix problem, but I believe the design of the door rails are the problemI am afraid that I will probably have to live with this, but I just cant believe that people that have had this door installed are happy with itThank you, *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hamburg Overhead Door is Completely wrong in this matter, this person who came to my home did not do thing to my door or even my springs I Thank the Revdex.com for the time and effortAt this point with the response that Hamburg Overhead Door has made and I have printed out I will now be filling a complaint for the State Attorney General along with a claim with the Federal Trade Comission and the Fair Credit BureauI will as well this week fill a Suit with the State Courts , They are in Violation ! Regards, *** ***
I am writing in response to the complaint of Mr***'s
installation of an insulated garage door which we installed on June 13,
2014. The customer contacted us after the door was installed and
complained of an "awful" noise. We have come back to his home three
more times at
no charge on June 20, July and July 18. Each time that
we went there, we lubed his door and tried to make adjustments to his
satisfaction, but could find nothing wrong with the installation of the
garage door. He contacted me around August 10th and I stated that I had
a factory representative coming to town and that we would be happy to
come out and
inspect the door and the installation of it. We went to his home on
August 15th. The garage door was installed properly and yes does make a
sound as it goes up and down as the rollers go through the track and
radius but it does not make a loud sound. We did not try to distract
him by stating his garage door opener was the problem. We only pointed
out that his garage door opener was in fact making a loud humming sound
which he did agree with. We offered to send him some additional spray
lubricant since he did not prefer the original kind we used on his
door and yes we offered for him to come to our show room to hear the
same exact door so he could compare how it sounds since he had requested
to hear how another door sounded since he did not believe us that this
is how garage doors should sound. We reached out to the
engineering department at Wayne-Dalton and we told them your story.
They were as surprised as we were to hear about the noise complaint,on
this particular model garage door but said they had a special roller
they wanted us to try and see if it would work for you to reduce any
additional noise in the door for you. We would like to come back out
and try this solution to see if this will work to your satisfaction.
Please contact me to set up an appointment***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRegards, *** ***
“We are very sorry to hear that you are unhappy with your recent
experience with usWe would like to rectify this situationPlease
contact
Jennifer at
target="_blank">*** at your earliest convenience, thank you.”
This customer called us October 2, to finish installing springs on his garage door that he installed himself at his home. He also noted on the phone with our customer service agent that the door also "sticks" when it raises. He also asked us to hook up the opener and set the limits
on it for him. These are the functions of a service call. He did not call us for a quote for a new garage door. We were at his home on October from 9:15am until 10:55am , finishing installing the door, installing the springs, pulleys, cables tightening and adjusting the track,and we installed the slide lock. We sent him a bill for $150+tax. ($163.13). His invoice was due on October 16, 2010. We sent him statements on December 8, and February 11, 2011. We contacted him by phone on April 11, and he said he never recieved the bill and said he would be sending us the payment on April 25, 2011.
We left him a voicemail on July 7, 2011. We sent him to our collection agency on September 27, 2011. It is our collection agency who filed a report with the credit agencies, not our company. We are under no obligation under the Federal Law of Valdation to respond because we are not the company who reported him
We apologize that this customer is in this situation due to the fact that we performed a service to his garage door years ago and he refused to pay his bill. He acknolweged that he owed us for services rendered, but did not pay us after numerous attempts to contact him (as documented in our first reply) We then turned the outstanding balance over to our collection agency that we use, *** ***. *** *** is who may have reported something to the credit reporting agencies He should contact *** at *** at *** *** *** ) to address the situation and pay the bill in order to recifity the situation. We are not responsible for anything being reported to any credit agencies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
In fact, after I filed the complaint, a friend of ours came over to look at the door, diagnosed the problem in minutes and had it fixed in Something Hamburg Overhead door was not able to do or just didn't careEither way, the door is now workingWe will not be doing any business with this company in the future and will so advise our friends.
Regards,
*** ***
Dear Customer, We
sincerely apologize that you feel you did not get the service in which
you
expected. It appears there was a misunderstanding when you advised
that you needed
to fix/replace your opener and thought the springs were broken. It was
advised that we would need to fix your springs first, and we were under
the assumption that you understood we were coming out to fix the issue,
as we do not provide free estimates. The
GPS tracker in our service truck can confirm that our technician was
present for minutes We will waive the initial fee as stated by our
customer service representative and ask that you call us to discuss. Thank you for your time, and we look forward to speaking with you
We have done everything that we can do for this customer with the help of the
manufacturer, Wayne-Dalton. The door is not jerking or making any unusual sounds for a garage door. The door is operating as it should be
according to manufacturer standards and any additional tampering with it
could compromise its operation. [redacted]
We are so sorry about the inconvenience we have caused
you. It was completely our fault and an honest mistake by our customer
service representative. We had two customers with the same last name with
service calls that day. The other person cancelled, but our customer
service person cancelled the wrong call in our system. I can understand
how frustrated you were when you called to find out where we were to get
another person on the phone who thought you had cancelled because he hadn't
spoken to you. Again, it was an honest mistake. We were able to get
the issue resolved which was something that our installer did at the time of
install and was covered under warranty at 12:30pm the following day. We do
our best to not give all days appointments.
Sometimes our technicians run into unforeseen problems that take a
little longer and cause them to run behind. I am sorry that we could not
be there first thing in the morning for you like you had hoped. I will
be sending you something in the mail to hopefully make up for the inconvenience
we have caused you.
We sincerely apologize that you feel you did not get the service
in which you expected. Unfortunately as
time goes on, older garage doors have parts that need to be replaced. Over the course of the last three years that
we have been servicing your wood door, we have replaced different parts each
time. We have asked if you wanted a quote on a new door but you declined which
is ok. We called you to discuss what the parts will cost (the following
day) and to schedule the return trip that is convenient for you but were unable
to leave you a voice mail. We will waive the initial fee and will come back out
when is convenient for you and ask that you call us to discuss. Thank you for your time, and we look forward to speaking with
you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me.
Regards,
*** ***
Hamburg door came out and installed new rollersThe manufacturer (Wayne-Dalton) suggested installing a different set of rollersThey did and it made a slight differenceThe problem still remains that when closing the door as it goes around the radius it still jerks and makes noise that I just don't believe is acceptableI have looked at other garage doors that dont do thisI dont know the manufacturer of these doors or the installer, except for one which was installed by Hamburg doorHamburg door did attempt to fix problem, but I believe the design of the door rails are the problemI am afraid that I will probably have to live with this, but I just cant believe that people that have had this door installed are happy with itThank you, *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hamburg Overhead Door is Completely wrong in this matter, this person who came to my home did not do thing to my door or even my springs I Thank the Revdex.com for the time and effortAt this point with the response that Hamburg Overhead Door has made and I have printed out I will now be filling a complaint for the State Attorney General along with a claim with the Federal Trade Comission and the Fair Credit BureauI will as well this week fill a Suit with the State Courts , They are in Violation ! Regards, *** ***
I am writing in response to the complaint of Mr***'s
installation of an insulated garage door which we installed on June 13,
2014. The customer contacted us after the door was installed and
complained of an "awful" noise. We have come back to his home three
more times at
no charge on June 20, July and July 18. Each time that
we went there, we lubed his door and tried to make adjustments to his
satisfaction, but could find nothing wrong with the installation of the
garage door. He contacted me around August 10th and I stated that I had
a factory representative coming to town and that we would be happy to
come out and
inspect the door and the installation of it. We went to his home on
August 15th. The garage door was installed properly and yes does make a
sound as it goes up and down as the rollers go through the track and
radius but it does not make a loud sound. We did not try to distract
him by stating his garage door opener was the problem. We only pointed
out that his garage door opener was in fact making a loud humming sound
which he did agree with. We offered to send him some additional spray
lubricant since he did not prefer the original kind we used on his
door and yes we offered for him to come to our show room to hear the
same exact door so he could compare how it sounds since he had requested
to hear how another door sounded since he did not believe us that this
is how garage doors should sound. We reached out to the
engineering department at Wayne-Dalton and we told them your story.
They were as surprised as we were to hear about the noise complaint,on
this particular model garage door but said they had a special roller
they wanted us to try and see if it would work for you to reduce any
additional noise in the door for you. We would like to come back out
and try this solution to see if this will work to your satisfaction.
Please contact me to set up an appointment***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRegards, *** ***
“We are very sorry to hear that you are unhappy with your recent
experience with usWe would like to rectify this situationPlease
contact
Jennifer at
target="_blank">*** at your earliest convenience, thank you.”
This customer called us October 2, to finish installing springs on his garage door that he installed himself at his home. He also noted on the phone with our customer service agent that the door also "sticks" when it raises. He also asked us to hook up the opener and set the limits
on it for him. These are the functions of a service call. He did not call us for a quote for a new garage door. We were at his home on October from 9:15am until 10:55am , finishing installing the door, installing the springs, pulleys, cables tightening and adjusting the track,and we installed the slide lock. We sent him a bill for $150+tax. ($163.13). His invoice was due on October 16, 2010. We sent him statements on December 8, and February 11, 2011. We contacted him by phone on April 11, and he said he never recieved the bill and said he would be sending us the payment on April 25, 2011.
We left him a voicemail on July 7, 2011. We sent him to our collection agency on September 27, 2011. It is our collection agency who filed a report with the credit agencies, not our company. We are under no obligation under the Federal Law of Valdation to respond because we are not the company who reported him
We apologize that this customer is in this situation due to the fact that we performed a service to his garage door years ago and he refused to pay his bill. He acknolweged that he owed us for services rendered, but did not pay us after numerous attempts to contact him (as documented in our first reply) We then turned the outstanding balance over to our collection agency that we use, *** ***. *** *** is who may have reported something to the credit reporting agencies He should contact *** at *** at *** *** *** ) to address the situation and pay the bill in order to recifity the situation. We are not responsible for anything being reported to any credit agencies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
In fact, after I filed the complaint, a friend of ours came over to look at the door, diagnosed the problem in minutes and had it fixed in Something Hamburg Overhead door was not able to do or just didn't careEither way, the door is now workingWe will not be doing any business with this company in the future and will so advise our friends.
Regards,
*** ***
Dear Customer, We
sincerely apologize that you feel you did not get the service in which
you
expected. It appears there was a misunderstanding when you advised
that you needed
to fix/replace your opener and thought the springs were broken. It was
advised that we would need to fix your springs first, and we were under
the assumption that you understood we were coming out to fix the issue,
as we do not provide free estimates. The
GPS tracker in our service truck can confirm that our technician was
present for minutes We will waive the initial fee as stated by our
customer service representative and ask that you call us to discuss. Thank you for your time, and we look forward to speaking with you
We have done everything that we can do for this customer with the help of the
manufacturer, Wayne-Dalton. The door is not jerking or making any unusual sounds for a garage door. The door is operating as it should be
according to manufacturer standards and any additional tampering with it
could compromise its operation. [redacted]
We are so sorry about the inconvenience we have caused
you. It was completely our fault and an honest mistake by our customer
service representative. We had two customers with the same last name with
service calls that day. The other person cancelled, but our customer
service person cancelled the wrong call in our system. I can understand
how frustrated you were when you called to find out where we were to get
another person on the phone who thought you had cancelled because he hadn't
spoken to you. Again, it was an honest mistake. We were able to get
the issue resolved which was something that our installer did at the time of
install and was covered under warranty at 12:30pm the following day. We do
our best to not give all days appointments.
Sometimes our technicians run into unforeseen problems that take a
little longer and cause them to run behind. I am sorry that we could not
be there first thing in the morning for you like you had hoped. I will
be sending you something in the mail to hopefully make up for the inconvenience
we have caused you.
We sincerely apologize that you feel you did not get the service
in which you expected. Unfortunately as
time goes on, older garage doors have parts that need to be replaced. Over the course of the last three years that
we have been servicing your wood door, we have replaced different parts each
time. We have asked if you wanted a quote on a new door but you declined which
is ok. We called you to discuss what the parts will cost (the following
day) and to schedule the return trip that is convenient for you but were unable
to leave you a voice mail. We will waive the initial fee and will come back out
when is convenient for you and ask that you call us to discuss. Thank you for your time, and we look forward to speaking with
you.