Martin Door & Window, Inc.

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mdstl.com
My name is *** ***, Vice President of Martin Door & WindowI have conducted an in-house investigation in regards to the complaint report
case #XXXXXXX
On or about Aug25, 2015, the customer called into the office, and spoke to ***, inquiring about prices to replace a broken spring*** quoted our standard rates of $for one spring or $for two springsWe recommended, as always, to replace both springs due to the fact that in our experience, the second springs usually breaks within a couple of months of the first spring breakingIt is the best deal for the homeowner to replace both springs at the same time because we already have the spring system disassembled and the only cost for the second spring is the spring itselfThe customer went ahead and scheduled a service call for the following day, but never specified if she wanted one or two springs replaced
Our technician showed up within the scheduled window of time and the customer was not homeWhen our technician called her, she said her brother was minutes away and would be right over to let the technician inHe did not show up until minutes laterOur technician waited patiently, and did not charge the customer for that time he sat waiting to be able to do the spring replacementOnce our technician was able to get in the garage, he went over the options again with the brother of the customer, $for for spring or $for springs, to determine if he was to replace or springsThe brother then called the customer at work to find out what she wantedHe told our technician to only change the spring that was brokenThe technician then proceeded to disassemble the spring system, replace the broken spring, reassemble the spring system and test the door to make sure it was working properlyHe then filled out the work order and was given a credit card number for paymentAt that time, the technician called into the office to process the credit card paymentThe credit card was declined several times, so the brother of the customer paid the $balance in cash
Sometime later that afternoon, the customer called our office and spoke to *** again.The customer wanted us to come back out and replace the other spring and still honor the $charge that was originally quoted*** informed her that she did not have the authority to do that and that she would pass this on to one of our managers***, one of our managers, called her back that same afternoonDuring the conversation between the customer and ***, many things were discussedSome of the things that transpired from that conversation were as follows:
1) There was a miscommunication somewhere between the technician, the brother and the customer
2) The technician has worked here for many years, changed out a lot of springs, knows the correct prices for spring replacement and the prices haven't changed during that time
3) The technician did exactly what was asked of him at the time of the service call
4) If we come back out to change the other spring it will cost $due to the fact that we would have another trip charge to the job and all the labor of disassembling the spring system, changing the spring and reassembling the spring system
So, responding to the customer's desired resolution, we feel that we did exactly as we were instructed to do at the time of the service call and the garage door was working properly when we left the job siteThis is the exact reason that we confirm what the customer wants before we perform the workIt is not our fault that the customer's brother misunderstoodWe do appreciate the customer's business and will gladly replace the second spring for $

Keith did an outstanding job installing a replacement garage door opener yesterday He was very skilled and knowledgeable about the equipment and shared his insight He was also very considerate and respectful We are very pleased

Very disappointed in Martin Door, they would not honor the warranty on our $5,front door, purchased in 2009, after the SECOND time the finish began to peel off in (They had to replace the door once shortly after they installed it, due to the peeling finish.) After waiting weeks and getting no response from the salesman, (after he told me I would hear back that week), I emailed the company’s owners, *** *** *** *** *** *** ***I received a call back from *** *** who told me that I was too late to use the warranty, even though it said yearsI emailed him a copy of my warranty and asked him to phone back to go through the warranty with me, and I have not heard back since the end of AugustThis company refused to honor their warranty, but they offered to fix the peeling finish on their product by charging me $in materials and $per hour for each of separate workers for an undetermined number of hours! I wish I had known about this company’s severe lack of integrity regarding service and the poor quality of the companies with which they partner(ProVia Door)

In response to Mr***’s statement of the problem that the repair man only half fixed the problem is simply not trueOur service repair department was called and the problem described was a cotter pin was outOur technician arrived at 12:58pm according to our GPS in his truck and replaced the
front idler bracket pin on the front of the electric opener rail, on an older Sears opener unitHe also noticed that the sheaves/pulleys were in very worn conditionNote: (the cables for the extension springs ride on these sheaves and so it is important that they are in good condition for smooth door operationOur tech pointed these out to Mr*** and he agreed to have them replaced, which our man did soHe then raised and lowered the door by hand to check operation of the door before reconnecting it to the electric openerBy now it was past 1:pmOur repair man was inspecting the electric opener now when he noticed that the drive belt was broken and sticking out of the opener coverOur man had not pushed the wall button to operate the electric opener yetHe pulled the belt out of the opener and either gave it to Mr*** or showed it to him and told him he did not carry that particular belt on his truckIt was around that time when Mr*** told our man that the electric was off to the houseOur man said he would be unable to test the opener with no power and no beltOur man completed filling out the work order noting parts used and totaled the bill(Please see attached work order.) Mr*** signed the work order confirming that work was completed and accepted as satisfactoryMr*** said he would try to find a belt for the opener himselfThis work was completed on Friday 5/5/Our man left the property at 1:pm(Please see attached GPS Report Mr*** also paid the bill in full at that timeWhen I arrived to my office on Monday morning and checked my e-mail, I had gotten a notice from Revdex.com regarding a complaintI then pulled the work order and spoke to the tech that was at that jobHe confirmed what was written on the work order for work performed and parts used including that the electric was off and he could not test the openerI then called Mr*** to discuss the situation to figure out how to render this problem and get him satisfiedHe seemed a bit angry to me, which is understandable, I get itHe was nice but told me a similar story as the written complaintThat our man did not finish the job and the opener needed to be unplugged because it was hot and he had climbed a ladder to unplug it and fell resulting in injuriesWe chatted a bit and he said he wanted compensated for what he described as a half done job not to mention his injuriesI told Mr*** that our tech only worked the front of the opener putting in the new front idler bracket pin and he could not test the opener or even run the opener with the electric offHe said that the electric was not off at his house and he had witnesses including his wife and sonI asked why if the job was half done, why would he sign the work order that the job was satisfactorily completed and then pay our manHe did not have a reasonI promised to look into this further and we hung up the callI then called the electric company and asked if the electric was off at that address on Friday 5/5/I spoke to BriannaShe said it was off at that address on that date from 1:12pm until 3:pm due to a tree falling on some wiresMr*** later called me to say that he wanted to tell me he had figured out that the electric was indeed off during the time our tech was there and to go ahead and note that in my written Revdex.com responseAlthough we are sorry Mr*** felt he needed to unplug the opener after the electric came back on, got on a ladder and fell, we don’t feel we did anything wrongWe replaced the cotter pin and the cable sheaves, were able to work the door manually to check operation, and was paid and customer signed the work order as satisfactorily completedWe had nothing to do with the opener maybe overheating when the electric came back on about hours after our man left the jobsiteWe would like to thank Mr*** for calling our company but, do not think we owe him anything more We ask that this complaint be dismissedSincerely,*** ***Vice PresidentMartin DoorPSI am not sure if the documents were uploaded correctly so if not please contact me to provide them in another wayThe documents are a copy of the signed work order and a copy of the GPS report

The garage door repair man only fixed half of the problemHe then pointed out that another part was broken that he didn't not carryHe left the job with the garage door motor burning hot as it had seizedIt could have caught fire had I not climbed up a ladder and disconnected the electricityI then feel off the ladder and am now injured

Initial Business Response /* (1000, 5, 2015/09/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mdstl.com
My name is [redacted], Vice President of Martin Door & Window. I have conducted an in-house investigation in regards to the complaint...

report case #XXXXXXX.
On or about Aug. 25, 2015, the customer called into the office, and spoke to [redacted], inquiring about prices to replace a broken spring. [redacted] quoted our standard rates of $145.00 for one spring or $195.00 for two springs. We recommended, as always, to replace both springs due to the fact that in our experience, the second springs usually breaks within a couple of months of the first spring breaking. It is the best deal for the homeowner to replace both springs at the same time because we already have the spring system disassembled and the only cost for the second spring is the spring itself. The customer went ahead and scheduled a service call for the following day, but never specified if she wanted one or two springs replaced.
Our technician showed up within the scheduled window of time and the customer was not home. When our technician called her, she said her brother was 5 minutes away and would be right over to let the technician in. He did not show up until 20 minutes later. Our technician waited patiently, and did not charge the customer for that time he sat waiting to be able to do the spring replacement. Once our technician was able to get in the garage, he went over the options again with the brother of the customer, $145.00 for for 1 spring or $195.00 for 2 springs, to determine if he was to replace 1 or 2 springs. The brother then called the customer at work to find out what she wanted. He told our technician to only change the 1 spring that was broken. The technician then proceeded to disassemble the spring system, replace the 1 broken spring, reassemble the spring system and test the door to make sure it was working properly. He then filled out the work order and was given a credit card number for payment. At that time, the technician called into the office to process the credit card payment. The credit card was declined several times, so the brother of the customer paid the $145.00 balance in cash.
Sometime later that afternoon, the customer called our office and spoke to [redacted] again.The customer wanted us to come back out and replace the other spring and still honor the $195.00 charge that was originally quoted. [redacted] informed her that she did not have the authority to do that and that she would pass this on to one of our managers. [redacted], one of our managers, called her back that same afternoon. During the conversation between the customer and [redacted], many things were discussed. Some of the things that transpired from that conversation were as follows:
1) There was a miscommunication somewhere between the technician, the brother and the customer.
2) The technician has worked here for many years, changed out a lot of springs, knows the correct prices for spring replacement and the prices haven't changed during that time.
3) The technician did exactly what was asked of him at the time of the service call.
4) If we come back out to change the other spring it will cost $145.00 due to the fact that we would have another trip charge to the job and all the labor of disassembling the spring system, changing the spring and reassembling the spring system.
So, responding to the customer's desired resolution, we feel that we did exactly as we were instructed to do at the time of the service call and the garage door was working properly when we left the job site. This is the exact reason that we confirm what the customer wants before we perform the work. It is not our fault that the customer's brother misunderstood. We do appreciate the customer's business and will gladly replace the second spring for $145.00