Jennie J. Goff Agency

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be unsatisfactory still but I feel I should put this matter to rest in this platform and use social media platforms and word of mouth to share this negative experienceIn hopes others will come forward and more light will be shed on their practices Based on the company's response you can see how rudely I was treated when I called while the installer was present and you can see how combative the assistant manager has been on each responseAt no time has there been a real effort to figure this out and even today the company still has poor information, and I shouldn't have to lay everything outI initially called to have someone come out but never signed a contract, [redacted] called after me and I received the contract and signed for him and we believed the door/key pad were item, but I won't rehash my position of why sell a door without an alternative way to enter? I mean I had the door replaced and the guy ripped out the existing tracks to put new ones in because he said it was a kit so he replaced more than just the door silly me for thinking if you replaced perfectly good tracks because the door came as a kit that the keypad was the sameAgain this is my logic, I do not sell doors, so I didn't make a special request on the order - but I also didn't order new hardware for the door either but they installed thatI am very grateful the company is offering a refund and even provided documentation today that they in good faith did complete it but once again they have a different name than mine that was on the card I presented so it seems on every turn this goes from bad to worse for me I appreciate having the avenue of having a third party assist in this complaint because speaking to the company directly got me no where and made things worse for me because no one wants to admit when they are wrong or have poor practices but they wasted no time telling me how bad a company [redacted] was and they wouldn't honor their coupon and my experience has been that Overhead Door can't possibly be better than them I do not wish to continue to go back and forth with Overhead Door over miscommunication, poor record keeping, poor customer service at every turn, their efforts to rape customers by making simple things an a-la-carte itemI am aware of their position but impressed that upon each response they themselves do some homework and get the story a little clearer and then their tech comes out and doesn't get the card number right and they put the wrong name on everything including the refund and card that was used and yet this company seriously feels they are probably doing me a favor and resolving this amicably somehow I thank Overhead Door for the refund, I thank them for the tech who installed it because he was quick, very nice and I believe did a great job and I am sure the door is also of good qualityAt the end of the day those are the important things, hopefully I will not need any additional work done as it relates to the garage door or repairs but going forward hopefully I'm a wiser consumer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I reject this response due to the poor facts and record keeping of this company. They are clearly stating I provided them with an incorrect card number and that they left me a voicemail regarding payment. Both of which are completely false. I never received a call from Overhead Door but the installer did come back to my residence and asked for the card information again. I called Overhead Door and spoke with Nicole on 5-and even stayed on the phone with her while she took the correct information and charged my credit card $799.00. The information taken by the installer was incorrect in that he wrote down the wrong information and not that I provided him with wrong information and to be clear he simply left off a digit so there was no way to charge the card. As it relates to the competitors coupons I am sure the company is aware that every sales person or installer that goes out informs the consumers that they accept competitor's coupons because that is initially how I found out and what made me look for coupons for a better deal and even when I called to request the discount the person who answered again said yes they accept them but at no time mentioned there were restrictions. I am elated and very happy that the company offered to charge me $but this comes after I have already paid $and as a consumer I equate the keyless pad with the new door and am just completely disappointed in their business practices and offering only a discount towards this item and its not lost on me that they are willing to also cover the trip to install. The point is that this should have all been done at one time and to not rape the customer for a profit should have been part of the new door. I am not attempting to change 40+ years of poor business practice in one complaint. Overhead Door is not a non-profit organization and again the install was a good experience but I have been harmed by this transaction and would like it to be made whole.To be honest I have no faith that they will actually refund me the $and I don't wish to pay them additional funds to replace the keyless entry that came with the initial door which I thought was automatically being replaced. I only wanted Overhead Door to be fair with me and provide me service at a reasonable price. How or why would you separate a keyless entry from a door? I know there is an answer full of industry buzzwords and rationale that Overhead Door will retaliate with but none of which take into consideration that garage doors are not cheap and it takes a lot for consumers to part with their hard earned dollarsIt is clear that the company will not get their facts correct as it relates to my one transaction and that they have no real interest in making me whole as a consumer by providing me with a garage door and keypad - keyless entry for the one price I thought I was agreeing to of $719.20, then I would request that they actually do refund me the $79.20, I work very hard for my dollars so every one counts but in good faith I simply can't agree to pay Overhead Door additional money for a new Keyless entry when I thought I was paying for it already, so in essence asking me to pay twice for what should be an automatic item but wait they will discount it...that is them taking advantage of a consumer who was already over a barrel when they were told the coupon wouldn't be honored.I do appreciate the quick response from Overhead Door it really speaks to them attempting to resolve concerns, but in actuality they will not be fair with me.
Regards,
*** ***

Revdex.com / *** ***,Thank you for your response. I would like to, again, let you know we will be happy to deduct the $79.80. There is no reason why we would say we will credit that amount and not do it. I apologize for this inconvenience. It seems there has been some confusion with your door since the beginning due to John originally speaking with *** ***, then *** *** (who owns the home from what we are being told) calling in saying he owns the home and wants to know when the work is completed, and then you all calling in asking questions about the job. Nicole did, in fact, call the phone number we had on the order, 317-490-2191, the gentleman (***) that answered the phone said he would speak to you about this, which you then did call Nicole back and give your cc information. Nicole also emailed you over a receipt for this purchase that day, 5/3. I have also attached your proposal that was signed by *** ***. You had stated in your initial complaint "I explained to the unfriendly person who answered that this was never made public prior to me signing their contract with the purchase intent nor by the sales person", but when you see the attached contract, you are not the one that even signed the contract. Our sales rep, John, claims he only dealt with *** until Sat, 4/30, when he spoke with you, which is when the door was being installedI'm not sure if you signed for *** or if *** signed this contract, but if you notice under the black tab along the left side of the contract, you will see Electric Operators, if you go over on that line to the box that says Keyless Entry, it is marked out, so I am not sure why anyone would think there was a keyless entry that was going to be included in this install. There is no industry buzzwords that I need to say to simply make the point it was not purchased or part of these agreement so I wanted to be fair with what was going on and offer it at a discount, not at all, trying to take advantage of anyone.We are also aware that these purchases are not cheap for customers, which is why we have remained a company who does not pay our technicians commissions so they are not forced to "rape" our customers as you stated. I do feel by us honoring the additional discount, which is more than what was signed on the contract, we are attempting to take care of you and make you happy. Now I do apologize because I know Nicole did run your card yesterday, 5/3, for the $799.00. Nicole would have not known the status of this complaint due to it being still process, I will personally have the credit of $ran today before I leaveWe hope that this finds your approvalHave a good eveningThank you.Christy S*Assistant Manager, Door DivisionThe Overhead Door Co of Indianapolis

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be unsatisfactory still but I feel I should put this matter to rest in this platform and use social media platforms and word of mouth to share this negative experience. In hopes others will come forward and more light will be shed on their practices.
Based on the company's response you can see how rudely I was treated when I called while the installer was present and you can see how combative the assistant manager has been on each response. At no time has there been a real effort to figure this out and even today the company still has poor information, and I shouldn't have to lay everything out... I initially called to have someone come out but never signed a contract, [redacted] called after me and I received the contract and signed for him and we believed the door/key pad were 1 item, but I won't rehash my position of why sell a door without an alternative way to enter? I mean I had the door replaced and the guy ripped out the existing tracks to put new ones in because he said it was a kit so he replaced more than just the door silly me for thinking if you replaced perfectly good tracks because the door came as a kit that the keypad was the same. Again this is my logic, I do not sell doors, so I didn't make a special request on the order - but I also didn't order new hardware for the door either but they installed that. I am very grateful the company is offering a refund and even provided documentation today that they in good faith did complete it but once again they have a different name than mine that was on the card I presented so it seems on every turn this goes from bad to worse for me.
I appreciate having the avenue of having a third party assist in this complaint because speaking to the company directly got me no where and made things worse for me because no one wants to admit when they are wrong or have poor practices but they wasted no time telling me how bad a company [redacted] was and they wouldn't honor their coupon and my experience has been that Overhead Door can't possibly be better than them.
I do not wish to continue to go back and forth with Overhead Door over miscommunication, poor record keeping, poor customer service at every turn, their efforts to rape customers by making simple things an a-la-carte item. I am aware of their position but impressed that upon each response they themselves do some homework and get the story a little clearer and then their tech comes out and doesn't get the card number right and they put the wrong name on everything including the refund and card that was used and yet this company seriously feels they are probably doing me a favor and resolving this amicably somehow.
I thank Overhead Door for the refund, I thank them for the tech who installed it because he was quick, very nice and I believe did a great job and I am sure the door is also of good quality. At the end of the day those are the important things, hopefully I will not need any additional work done as it relates to the garage door or repairs but going forward hopefully I'm a wiser consumer.

I would like to first apologize for any miscommunication that has happened here.  I would like to also say that our advertising does not state we match other competitors coupons, you had made a comment that you don't agree with false advertising, we don't either.  I do also see...

where you stated that the salesman told you we would honor our competitors coupons, which if that was stated, then yes, we need to honor that period and the sales person was wrong in saying this.  The salesmen are fully aware that there are competitors that truly have false advertising out there and are also aware of those companies that will take advantage of customers as yourself.  We take pride in not paying our technicians on commissions to up sale our customers for no reason, we give the price the product is right off the bat.  We also take a lot of pride in servicing our customers since 1967 on honest service work, we will definitely make this right and take the additional $79.80 off the invoice.   $719.20 will be due.  The credit card that was given was invalid, our accounting dept did attempt to call today and left a voice mail. We can also provide a keyless entry at a discount of $25.00, retail is $65.00.  We will also take care of labor / trip as well to install this keyless entry.  If you would like the keyless installed, your new COD will be $744.20.Again we apologize for this inconvenience and communication break down, we will make sure to meet with the appropriate people to ensure better customer service!  Thank you,Christy SpillmanAssistant Manager, Door DivisionThe Overhead Door Co of Indianapolis