Houston's Choice Overhead Garage Door

From: [redacted] Sent: Friday, April 04, 5:PM /> To: drteamSubject: Fwd: Your Membership is in Jeopardy! Houston's Choice Overhead Garage Door Co [redacted] Response to complaint: [redacted] ---------- Forwarded message ---------- From: [redacted] Date: Fri, Apr 4, at 5:PM Subject: Re: Your Membership is in Jeopardy! Houston's Choice Overhead Garage Door Co [redacted] To: GDS Generalist [redacted] I apologize for the lateness of this responseI see here that the client does not wish for a settlement, so here my explanationI have the records associated w/ this case rec# [redacted] and [redacted] I see where our technician came out and installed the door and was stopped by the inspectorAs a policy GDS does not frame in doors and we typically can leave that up to a contractor of the homeowners choosingWhen this is done, then we can be called out to install the doorWe were not before hand that this was the caseIt is the responsibility of the homeowner to have everything correct before we get thereGDS was not made aware of inspections taking place before hand or any issues to falter the door installation and any framing issues could have been discussed before handNothing was out of the ordinary when my technician came to measure the door and if so, it could have been discussed when he was doing to the estimate to measure the doorHowever, GDS is willing to go above and beyond and we accommodated this client on the framing on the header of the door according to the inspector, instead of the client having to call a general contractorWe guarantee our products and stand behind our warrantiesI believe we have done everything in our power to accommodate this client Respectfully, [redacted] **Client Service Manager

From: [redacted] Sent: Tuesday, May 06, 4:PMTo: drteamSubject: [redacted] GDS will be willing to offer a $refund to this clientThis complaint is difficult for us to open, for whatever reasonI believe this client in the settlement was not looking for a settlement and I remember one of the times when I was able to open the complaint there were issues with the framing and we charged $for thisWe followed the city inspectors lead on this and did what we were supposed to do, however, GDS is willing to offer $to resolve this complaint Thank you -- "It's not what happens to you that determines how far you will go in life; it is how you handle what happens to you." Zig Ziglar [redacted] Garage Door Service Client Service Manager [redacted]

We would like to extend another apology for the inconvenience and difficulty with the order and would like to thank the customer for allowing us the opportunity to earn his businessWe appreciate this feedback being brought to our attention to give us the opportunity to re-train the employees
involved on correct order and scheduling procedures.
We have already agreed to refund the $deposit and a check has been requested and will be mailed to the client within 2-weeksWe apologize for the delay, but unfortunately our bank can take up to two weeks from when the original check was deposited to notify us of any stop pay, NSF, closed account, or etc and we have to verify the original check has cleared before issuing a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Complaint Detail / Problem
Complaint Type:
Refund / Exchange Issues
select
Problem:
I filed the below complaint 8-18-in which they agreed to refund me my depositI have not heard anything nor received my refund.***I called to setup an appointment and they were available the next dayI already knew what door I wanted and I told the guy I wanted a Thermacore door and I needed a TDI certificateThe service guy told me no problem they would take care of all of thatThey were going to charge me an extra 300, because an inspector had to come out and look at the doorSo I agreed and payed the $depositThis was on Tuesday and he told me they had an appointment available that Friday morning to install the doorI asked the guy he had on the phone to send me the invoice so I could take a look at itI never received anything so I called that Friday morning to asked for them to send me the invoiceSo after reading the invoice I realized it wasn't even the door I asked forIt was some other brandSo I called back and wanted to speak to customer service, so the guy transferred me and I had to leave a messageThis was already around o'clockI finally called back and got a hold of a customer service guy and I explained my concerns about the door not being what I wantedIt didn't have the same R-rating and that was a concern to me because I want to cool my garagePlus I googled the door that was on the invoice and found it dollars cheaper onlineWell he went ahead and gave me a 5% discount because I'm a Veteran so I was going to go ahead and have them install the door todayWell it was around o'clock and still no garage guyAround 3:I get a call from Dan that explains that since the door has to be wind rated that it wasn't in stock and has to be ordered and it would be the end of the month before they could installI was so pissed off that I wasted a whole day waiting aroundSo I canceled the order then I told him that I wanted my $backI told him it had already cleared my bank and his exact words were that's "impossible"So I sent a screen capture showing that it had already cleared.***
Translate
Desired Resolution / Outcome
Desired Resolution:
Refund
select
Desired Outcome:
I would like my dollar deposit backTranslate

From: *** * *** Sent: Tuesday, May 06, 4:PMTo: drteamSubject: *** *** *** ***
GDS
will be willing to offer a $refund to this clientThis complaint is
difficult for us to open, for whatever reasonI believe this client in the
settlement was not looking for a settlement and I remember one of the times
when I was able to open the complaint there were issues with the framing and we
charged $for thisWe followed the city inspectors lead on this and did
what we were supposed to do, however, GDS is willing to offer $to resolve
this complaint
Thank you
--
"It's
not what happens to you that determines how far you will go in life; it is how
you handle what happens to you." Zig Ziglar
*** ***Garage Door Service
Client Service Manager
***
*** ***
*** ***

From: *** * *** Sent: Friday, April 04, 5:PM
/>
To: drteamSubject: Fwd: Your Membership is in Jeopardy! Houston's Choice Overhead
Garage Door Co***
Response to complaint: ***
----------
Forwarded message ----------
From: *** * ***
Date: Fri, Apr 4, at 5:PM
Subject: Re: Your Membership is in Jeopardy! Houston's Choice Overhead Garage
Door Co. ***
To: GDS Generalist ***
I apologize for the lateness of this responseI see here
that the client does not wish for a settlement, so here my explanationI have
the records associated w/ this case rec#*** and ***I see where our
technician came out and installed the door and was stopped by the inspectorAs
a policy GDS does not frame in doors and we typically can leave that up to a
contractor of the homeowners choosingWhen this is done, then we can be called
out to install the doorWe were not before hand that this was the caseIt is
the responsibility of the homeowner to have everything correct before we get
thereGDS was not made aware of inspections taking place before hand or any
issues to falter the door installation and any framing issues could have been
discussed before handNothing was out of the ordinary when my technician came
to measure the door and if so, it could have been discussed when he was doing
to the estimate to measure the doorHowever, GDS is willing to go above and beyond
and we accommodated this client on the framing on the header of the door
according to the inspector, instead of the client having to call a general
contractorWe guarantee our products and stand behind our warrantiesI
believe we have done everything in our power to accommodate this client.
Respectfully,
*** **Client Service Manager

We would like to extend an apology for the mis-communication and confusion faced by the consumerAlthough we have standard retail pricing for upgraded lifetime warranty parts, which was reviewed and agreed to by the customer on site, we were able to reach out to the customer and agreed on an
accommodation in resolution of their complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
This is starting to get ridiculousGDS is now claiming that they completed the framing following the city inspectors ordersThis is false, and if GDS would like me to send them the email from GDS specifically telling me they do not do framingI can do that as wellPLEASE STOP TRYING TO COVER YOUR POOR WORK!
Lets get to the facts
GDS did not complete the jobThe Garage door failed inspection not for the framing, but because their were not sufficient lag bolts in the garageI called for the GDS to come fix the problem, and they never showedI have the receipt from the contractor who installed the Framing to prove GDS did not do the task they claim the did
Read the first complaint, the complaint gives details in how GDS initially sold me a door GDS could not install by Manufacturers specificationsGDS inspected the job prior to them starting the job and told me they could install the doors requested by Manufacturers Specs that is required by the Texas Dept of Insurance
Texas Dept of Insurance has all documentation available showing the failed inspection. If GDS stands by their comment "that they followed the inspectors instructions" We can call Texas Dept of Insurance and I can give you documentation to prove GDS is mis informing the Revdex.com
GDS has taken more then weeks to respond to the complaintGDS has given excuse after excuseWhere is the justice for the customer?
I have stated facts with proofGDS fails to respond to this complaint in a timely fashion only adds to my complaint about GDS not showing up to complete the job
The Garage doors and installation cost more then dollarsThe receipt I have from GDS says Installation cost dollarsThe inspector charged me an additional dollars for the extra trip they had to make because the garage doors didn't pass after tripsGDS tried to give me a refund for my complaint of a dollarsThat is less then percent of total paid ($+$300+$100), it doesn't come close to what I paidNow they are offering dollarsI am not asking a refund for the doors purchasedIm only asking for the dollars for installation because they did not complete the installation and the dollars that the Certified Engineer charges for a 3rd trip for a total of $dollars
If GDS can not accomodate after months of going back and forth, then please Revdex.com post this on your site and drop the Grade from A+ to D+ a bestThey are not even close to being and A+ business
Regards,
*** ** ***
Lead Systems Engineer
Marshall Space Flight Center
NASA

Our records show that a technician completed the work and installation on Wednesday June 22nd, If there are any further concerns the customer can reach our customer service department directly at 877-266-8897.
We apologize for the issues with scheduling due to miscommunication
between our technician and the officeWe value this feedback to allow us to address this matter internally with this individual. Thank you

Door to door salesman offered cleaning product I paid for it and received product Works great!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and do not find that this resolution is be satisfactory to me I have however decided to accept the offer of the $settlement for a couple of reasons I have grown weary of the back and forth I have had to endure with this company and their shoddy business practices As a consumer and dissatisfied customer, it would seem that this organization is more intent on justifying their position, employees behavior and poor customer service instead of taking this situation and using it as a learning tool Obviously, they are content to leave dissatisfied customers in the belief that they can continue to do business in this manner and remain successful Furthermore this company has missed out on an great opportunity to position themselves and their standing in the Bay Colony community as a customer friendly business that puts the needs and concerns of the community above their position and need to be right I am afraid that this organization, like so many other service companies has lost the understanding of what it means for the customer to be satisfied and what service really means This entire complaint was about customer service and satisfaction Neither of which were received or achieved! As stated, I will accept the offer from the company, but satisfaction was not received I cannot and will not recommend this company to my neighbors or friends in the community!
*** ***
Dissatisfied Consumer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me What happens if I don't receive the deposit? The check cleared weeks ago and I still haven't received my deposit backBest Regards,
*** ***
***