I hired 31-w to replace my doorknobs,hinges and strikeplates in my home. The first problem I had with this company was not having my phones calls (2 total) returned when trying to arrange an appointment with the main office in Goodlettsville. Then I was given the name of one of the 2 guys who handle Wilson county business. Same problem with getting him to call me back. Then I was given the name of the other guy for my county who had the same problem. Finally the main office was able to get someone to call me and set up the appointment to do the work. The appointment day came and no one showed up and no one even called to say something came up. So I called the main office again and a second appointment was arranged. At this point I didn't even want to do business with this company but my real estate agent, whose recommendations in the past have always been great, assured me this was the best place to use especially for competitive pricing. So they finally came and did the work. Before they left I looked at all the doors to make sure nothing was overlooked, but I didn't realize that I should have opened and closed every door. As soon as they left I went to close the bedroom door that is used for storage but it wouldn't shut. I called the guy immediately. No call back. Called the main office. They returned. Three doors were hung improperly and wouldn't shut. They fixed one door and said the other 2 were due to the 20 year old house "settling". I guess the house settled while they were here (was fine before they showed up). Had my great handyman come out a week later. He had both doors fixed in less than 5 minutes. That's because he knows what he's doing and 31-w does not. Poor customer service and employees that need much more training before being sent out to represent the company.
31-W Insulation was hired by our contractor to install 5 single stall garage doors during our building process. In April 2015, nine months after completion of the build, one of the single stall doors began to buckle in on itself when trying to close it (with the automatic garage door opener). I called 31-W out of Henderson, KY, it was this branch that had done the install job, to have them come out and assess the issue with the door. Two men came to the property and unhinged the door from the opener and closed the door manually for me, they proceeded to tell me that it was wind that had caused the buckling and a new top panel would have to be ordered for the door. I was stumped as to how wind could buckle the very top of a steel garage door (since we live in southern Indiana) and so I called the manager. His exact words were, "It has to be wind because if anything else would have been wrong with those doors it would have already happened before now." This "logic" made no sense so I reached out to the manufacturer of the door, [redacted]. Immediately over the phone an [redacted] rep asked if a strut had been placed at the top of the panel that had buckled. No, there had been no strut installed, in fact, no strut had been installed on all five of our doors. He sent me a copy of the install manual and there it was in black and white: if attaching a garage door to an automatic garage door opener a strut must be used. I called 31-W back to explain that wind was NOT the culprit but actually poor workmanship on their part. I then went a step further and hired an independent garage door installer, familiar with [redacted] doors, to come out and assess the entire install job of all five doors. There were 7 glaring issues that were found, from no bolts being used to secure tracking, less bolts than required to keep the door on the track, and securing the entire system through dry wall instead of directly to a stud. Most reasonable companies would look at all of these mistakes and apologize for their ineptness on the job and repair the issues immediately. Not the case with 31-W out of Henderson, KY, their manager wanted to argue semantics on the types of bolts that could or could not be used and at one point claimed "my warranty was up". In the meantime, I kept in touch with [redacted] because they were helpful at every turn. So much so that they gave me the name of the CEO of 31-W headquarters in Tennessee. I was assured Mr. Andrew R[redacted] would want to know about my experience and have it rectified. After leaving three messages on his voicemail I never received a phone call back from him, but instead 31-W's in-house attorney called me. Again, most reasonable people would think it would be to apologize for the inferior work and to get the ball rolling on getting all five garage doors working accurately, at this time two months had gone by since the panel had buckled and that door was inoperable. Mr. B[redacted] was not apologetic in the least, and went so far as to relay information that the 31-W manager had reported to him as though it was fact, even though Mr. B[redacted] was not present at any of these conversations. When I tried to explain my issues with 31-W's management at the Henderson, KY location Mr. B[redacted] did not want to address them. The customer service at 31-W is nil and the workmanship is subpar. As I explained to the management at 31-W and to their attorney several times throughout this process, my expectations were NEVER unreasonable. We paid to have five garage doors installed, and that was not done properly. We then wanted those five doors fixed to the standard of the garage door installation manual and we were constantly given the run-around on this request. I did become frustrated and I remained resolute to the end results that we were entitled to receiving. A manager from 31-W's Louisville location finally stepped in and took over managing the repairs. [redacted] also sent a field specialist to oversee that the repairs were done to their manual's specifications. I cannot say enough positive things about [redacted] and their customer service, it has been refreshing to deal with a company that takes such pride in their product and their customers. 31-W could learn a thing or two from them.
I wish I had read all this before letting these people insulate my house. And why do they have an A+ rating with 7 complaints and 1 negative review?? Revdex.com, you need to revise your rating, not very representative. This company is unethically charging their customers. And they do it shamelessly. They quote one way, then another on the same task, to the same customer, to make it to their advantage. They verbally say one thing, then deny it later. Horrible. Should not be in business period. If I had known about their bad history, I would have not paid them, and I would have filed a complain here.
I hired 31-w to replace my doorknobs,hinges and strikeplates in my home. The first problem I had with this company was not having my phones calls (2 total) returned when trying to arrange an appointment with the main office in Goodlettsville. Then I was given the name of one of the 2 guys who handle Wilson county business. Same problem with getting him to call me back. Then I was given the name of the other guy for my county who had the same problem. Finally the main office was able to get someone to call me and set up the appointment to do the work. The appointment day came and no one showed up and no one even called to say something came up. So I called the main office again and a second appointment was arranged. At this point I didn't even want to do business with this company but my real estate agent, whose recommendations in the past have always been great, assured me this was the best place to use especially for competitive pricing. So they finally came and did the work. Before they left I looked at all the doors to make sure nothing was overlooked, but I didn't realize that I should have opened and closed every door. As soon as they left I went to close the bedroom door that is used for storage but it wouldn't shut. I called the guy immediately. No call back. Called the main office. They returned. Three doors were hung improperly and wouldn't shut. They fixed one door and said the other 2 were due to the 20 year old house "settling". I guess the house settled while they were here (was fine before they showed up). Had my great handyman come out a week later. He had both doors fixed in less than 5 minutes. That's because he knows what he's doing and 31-w does not. Poor customer service and employees that need much more training before being sent out to represent the company.
31-W Insulation was hired by our contractor to install 5 single stall garage doors during our building process. In April 2015, nine months after completion of the build, one of the single stall doors began to buckle in on itself when trying to close it (with the automatic garage door opener). I called 31-W out of Henderson, KY, it was this branch that had done the install job, to have them come out and assess the issue with the door. Two men came to the property and unhinged the door from the opener and closed the door manually for me, they proceeded to tell me that it was wind that had caused the buckling and a new top panel would have to be ordered for the door. I was stumped as to how wind could buckle the very top of a steel garage door (since we live in southern Indiana) and so I called the manager. His exact words were, "It has to be wind because if anything else would have been wrong with those doors it would have already happened before now." This "logic" made no sense so I reached out to the manufacturer of the door, [redacted]. Immediately over the phone an [redacted] rep asked if a strut had been placed at the top of the panel that had buckled. No, there had been no strut installed, in fact, no strut had been installed on all five of our doors. He sent me a copy of the install manual and there it was in black and white: if attaching a garage door to an automatic garage door opener a strut must be used. I called 31-W back to explain that wind was NOT the culprit but actually poor workmanship on their part. I then went a step further and hired an independent garage door installer, familiar with [redacted] doors, to come out and assess the entire install job of all five doors. There were 7 glaring issues that were found, from no bolts being used to secure tracking, less bolts than required to keep the door on the track, and securing the entire system through dry wall instead of directly to a stud. Most reasonable companies would look at all of these mistakes and apologize for their ineptness on the job and repair the issues immediately. Not the case with 31-W out of Henderson, KY, their manager wanted to argue semantics on the types of bolts that could or could not be used and at one point claimed "my warranty was up". In the meantime, I kept in touch with [redacted] because they were helpful at every turn. So much so that they gave me the name of the CEO of 31-W headquarters in Tennessee. I was assured Mr. Andrew R[redacted] would want to know about my experience and have it rectified. After leaving three messages on his voicemail I never received a phone call back from him, but instead 31-W's in-house attorney called me. Again, most reasonable people would think it would be to apologize for the inferior work and to get the ball rolling on getting all five garage doors working accurately, at this time two months had gone by since the panel had buckled and that door was inoperable. Mr. B[redacted] was not apologetic in the least, and went so far as to relay information that the 31-W manager had reported to him as though it was fact, even though Mr. B[redacted] was not present at any of these conversations. When I tried to explain my issues with 31-W's management at the Henderson, KY location Mr. B[redacted] did not want to address them. The customer service at 31-W is nil and the workmanship is subpar. As I explained to the management at 31-W and to their attorney several times throughout this process, my expectations were NEVER unreasonable. We paid to have five garage doors installed, and that was not done properly. We then wanted those five doors fixed to the standard of the garage door installation manual and we were constantly given the run-around on this request. I did become frustrated and I remained resolute to the end results that we were entitled to receiving. A manager from 31-W's Louisville location finally stepped in and took over managing the repairs. [redacted] also sent a field specialist to oversee that the repairs were done to their manual's specifications. I cannot say enough positive things about [redacted] and their customer service, it has been refreshing to deal with a company that takes such pride in their product and their customers. 31-W could learn a thing or two from them.
I wish I had read all this before letting these people insulate my house. And why do they have an A+ rating with 7 complaints and 1 negative review?? Revdex.com, you need to revise your rating, not very representative. This company is unethically charging their customers. And they do it shamelessly. They quote one way, then another on the same task, to the same customer, to make it to their advantage. They verbally say one thing, then deny it later. Horrible. Should not be in business period. If I had known about their bad history, I would have not paid them, and I would have filed a complain here.