Kangaroo Garage Doors Ltd

They don't tell u the cost upfront from 300$ to final bill of 700$
and they mark up their parts is 150% nearly.
Seems to be very unethical practice.

Initial Business Response /* (1000, 19, 2016/06/01) */
Here is Kangaroo Garage Doors LtdResponse to the Revdex.com:
Important to know-
*** aggressive behaviour:
*** gave us a wrong email address for emailing her invoice, a day after we received the correct email address, ***
called and was screaming at ***, coursing and swearing using F words and frightening physically to take care of us if he doesn't get a copy of his invoice within minutes (to his new email address he provided us)
Soon as this got reported to me I called *** and Told him that this is unacceptable , told him I instruct the office that I will be the only one to deal with him at any level, told him he should take back his words and apologize to *** he didn't listen he said the same things to me, he gave me and ultimatum of minutes or else he will hurt me physically
Therefore, As a Revdex.com member, and ONLY for the request we received from the Revdex.com we will answer the following questions that we've been asked from the Revdex.com:
Here are the questions Revdex.com requested is to answer:
What would you normally offer a customer when the customers garage door was not in service after they had paid for several repairs by your company?
Kangaroo Garage Doors Ltdis a family-owned and run local company that prides itself in offering its customers quality product and service - which of course, includes after-sale serviceWe are swift to contact customers in the event of a product recallWe stand behind our manufacturer's warranty on all products/parts (from ONE (1) year to a lifetime warranty depending on the product)With respect to the labour that we provide for installation, tune-ups and repairs, we offer a hassle-free days to ONE (1) year warranty from the date of serviceIt is rare that we need to return to a customer's home or place of business to fix a previous job or repairNevertheless, as with many trades, the installation, maintenance and repair of garage doors requires some degree of professional troubleshooting to determine the root cause of the problemAs such, we frequently answer service calls to fix garage door problems unrelated to our previous workAlthough in the past we have had to make adjustments on previous work (approximately 2% of all service calls), we have never had to return more than once to fix the same exact problem at the *** residenceHypothetically, if we could not resolve a garage door issue, within two visits, that is reasonably related to our work or product we would fully compensate the client upon his/her requestThat's good business acumen!
Visits in *** case:
*** paid for completely different repairs out of the visits, these repairs had put his door to work right after the visit, both repairs were completely different from each other !
*** also requested more visits:
On both visits - The door worked up and down perfectly and *** couldn't show any issue to the technicianon both of these visits we should have charged for a "not under warranty call back" But we didn't
The 5th visit was suggested by usOur general manager arrived to *** house (without any tools) within few hours from the time *** had called and exactly when *** said he will be home and available
This visit purpose was to talk about *** complaints in person and to have a look at his garage door
*** "FORGOT" to tell the Revdex.com that his wife parked her large SUV under the door and pushed the button to close the door!
Her vehicle was under the garage door opening
He also forgot to mention that his builder grade, non-insulated with "add on" styrofoam skinny pads, soft, thin gauge, previously cracked in the middle top panel garage door hit the SUV and that's why it Buckled the top section
2nd Revdex.com question:
Was this offered to ***?
This question presumes that the first question is true in the case of the Pope residenceWe did not charge the *** for "several repairs" nor did we have to fix any of our previous workSo no, we did not offer a full refund to ***The circumstances surrounding the *** garage door was of no fault to Kangaroo Garage Door Ltd., however, in an effort to maintain our business relationship we offered to compensate the *** as followed:
- *** herself offered to pay only for the first visit charged (250+gst was paid) and asked us to give a refund for our second visit ($150+gst refund)
We agreed to refund $150+gst, *** was not completely happy with that so we offered to refund the first visit charge (value of 250+gst paid) instead of the $150+gst since it was higher than the second amount we've charged
in addition to the higher amount offered at the same meeting, we offered the repair of the existing door by our highest level most experienced technician for free (parts and labour) with years warranty
*** said he will give us an answer in few days
Few days after:
-*** sent an email stating that he had spoke to other garage door companies that was happy to take the job of replacing a door with a new one and now he wants us to pay for a complete new door, times more expensive than the door panels he had + refund all the money we've charged for the different repairs we've completed on his door + pay for his time to check around with many companies
We explained *** that we had investigate all the facts in his case and found that we are not responsible at all ! for the damages his wife made with her SUV to their garage door but again, in order to maintain our business relationship we, or our subcontractor (up to ***) will replace his door panels with no charge
-*** refused the offer
***
Initial Consumer Rebuttal /* (3000, 21, 2016/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Kangaroo Garage Doors responseFirst to address my "aggressive behaviour"I fully admit to becoming agitated while speaking on the phone with *** and I did use inappropriate language in the form of "Just send me the f-ing invoice already"I apologize for this as I should not have lost my composure despite the constant evasive behaviour of Kangaroo Garage DoorsI think most people in my situation would have a difficult time keeping their composure but I apologize nonethelessIt may be that Kangaroo Garage Doors copied down our email address down incorrectly the first time but I requested the invoiced numerous times over multiple weeks providing my correct email address on several occasionsRegarding the accusation that *** made that I said I would hurt him physically, this is a non-truth and is slander, I never once threatened anyone physicallyThis non-truth told by *** can easily be verified as *** stated in his text message to me on January 27, that "The calls are being recorded to monitor the employees and the quotes and to make sure we train and improve our services"I have told *** that the calls being recorded without my knowledge or consent and are being used for commercial purposes, is a violation of Alberta consumer privacy lawsI have asked to be provided with copies of these phone conversations, which has not been provided to meI suggest that Kangaroo Garage Doors produce these recordings so that we can verify objectively whether or not I threatened violence against Kangaroo Garage Door staff
*** quote several of their policies demonstrating their business acumenClearly many of these policies are not being honored as Kangaroo Garage Doors is not standing behind their work and their "hassle free" warranty for parts and labourPrior to calling Kangaroo Garage Doors to fix our garage door we had a physically intact garage door with a minor open and close issueBy the time Kangaroo Garage Doors was done with the five service calls our garage door was in ruins and we required a replacementI would like to point out some policies listed on Kangaroo Garage Doors website which were found to be untrue at least in our caseOn the main page of the website the payment methods of Visa, Mastercard, American Express, and Interac e-transfer are listed as valid payment optionsHowever, we were told that only "cash or cheques" can be used for payment of workWe specifically asked if we could pay for the services that Kangaroo Garage Door provided using a credit card and the service staff said "no"On the Kangaroo Garage Door website it states that "We also provide FREE ESTIMATES for all new garage door installations." We never received an estimate on the work that was conducted on our garage door despite asking for oneService staff began work on our garage door without an estimate and demanded payment for work conducted (without providing details of the work done or an invoice on the work conducted) immediately by cash or cheque onlyOn the Kangaroo Garage Door site it states "We are dedicated to providing quality sales, service, installation and repairs to you and your garage." The quality of service that we received was appalling from the start of the engagementThe first Kangaroo Garage Door staff member that came to our home on December 18, came without the proper equipment, showing up with no ladder resulting in my wife helping him used our home ladder to do the workIn addition the staff member walked through our home with his dirty muddy boots leaving a mess on our new hardwood flooring and refused to take them offThis pattern of Kangaroo Garage Door staff coming to our home without the proper equipment happened several timesOn January 8, a different staff member came to our home to try and fix the issue and showed up without proper equipment (ladder)I was at home and provided our home ladder to the service person in order for them to do the work*** fully admitted in his Revdex.com complaint response that he showed up at our home on January 26, "without any tools"A reputable business that fixes garage doors would have their staff bring the proper tools and equipment to homes when they are making service callsIn addition when *** visit to our home was completed on January 26, he sped away from our home aggressively in his black *** car which skidded out and was spitting gravel and ice from the road all over our sidewalk and drivewayI was disappointed that our face-to-face meeting ended with *** displaying such unprofessional and aggressive actions as I had hoped that we could resolve the issues we discussed professionally and amicably
MrAlster in his Revdex.com complaint response stated that "*** "FORGOT" to tell the Revdex.com that his wife parked her large SUV under the door and pushed the button to close the door!" which is not completely accurateIn my original Revdex.com complain I stated that "On January our door got stuck coming back up and when the door did come back up it became stuck and the force exerted on the door by the opener was so great the door buckled and broke the door"I was not trying to hide anything by not mentioning what the garage door became stuck on, garage doors are designed to come in contact with objects and safely go back up in these situationsWhat the door got stuck on was my wife's SUV which was parked slightly out of the garageThis has happened before where either myself or my wife has accidently parked our vehicle in the way of the garage door and when our garage door was performing properly the garage door would simply come in contact with the obstruction and bounce back up safely as it was designed to doThis safe return of the door did not happen in this case because Kangaroo Garage Doors set the up and down force to 9/so when the garage door came in contact with my wife's SUV it did not safely bounce back upIt was not my wife's SUV which caused the damage to the garage door (she did not collide with the garage door in any way as *** implies), anything could have been in the way of the garage door that caused it to become stuck, the damage was caused by the force being set to 9/on the opener that caused the damage to the garage doorThis was confirmed by two reputable garage door repair companies, one if which put this in writing and was submitted as part of my original Revdex.com complaint
In reference to *** statements regarding compensation offered to us, *** did indeed offer to refund us for one of the service visits on January 26, when he was at our home and I did not accept this offerI did offer *** on January 26, while he was in our home to simply refund the $that we spent with their company on service calls and we could go our separate ways, ending the dispute right then and there*** refused this proposed resolution to the issueI told *** that I wanted to obtain independent estimates and reviews by reputable garage door repair companies in Edmonton and StAlbert to find out if the door was repairable at this point and what exactly happened to itThe estimates provided by the reputable garage door companies found that our garage door was not repairable and the damage caused was a result of Kangaroo Garage Doors setting the up/down force to 9/when it only needed to be set to 4-5/As I did not trust Kangaroo Garage Doors to replace our garage door properly, and because we needed a functioning garage door to protect our valuables in our garage, I had one of the reputable garage door companies install a new garage door for us which has worked flawlessly ever since with an up/down force set to 5/despite it being a heavier garage door than the original one that Kangaroo Garage Doors destroyedKangaroo Garage Doors asserted in their Revdex.com complaint response that I elected to have a new garage door installed rather than have Kangaroo Garage Doors replace some of my garage door panelsI did this because *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** In either case Kangaroo Garage Doors was not given the opportunity to work on our garage door again as we felt they had done enough damageI am a reasonable person attempting to go through appropriate channels to resolve this dispute amicablyI am still willing to try to resolve this issue in a professional mannerIf Kangaroo Garage Doors would like to make me an offer for compensation for the expenses I have incurred I would be happy to consider their offer