Mesa Garage Doors

I have attached a copy of the completed checklist where my installer included that "Customer chose to have a slide lock installed with motorMesa is not responsible for any damage caused because of this." This was signed by the customer on date of install True we did not discuss a service charge and did go out and remove the lock as goodwill We will not be refunding any monies to customer who chose to have this part installed although warned against to begin with Also, to be clear, although the customer included their own verbiage in regard to the lock, Mesa will not warranty any damaged caused as a result

Mesa Garage Doors apologizes for the inconviencesWe are willing to mail out a remote todayPlease let us know if we can help you with anything else

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below ]We reject this response based on falsehoods submitted by the companyWe were not informed that the garage door was special order until after the factThere were multiple delays regarding the scheduling and delivery of the door and only after multiple calls to Mesa Garage Door Company wiere we told the door was damaged and returnedWhen we finally were given a delivery date for New Year's Eve we cleared the garage as instructed in preparation for the installationAfter waiting hours past the scheduled time, we finally reached someone at Mesa Garage Door who had no explanation for the delayWe were told by the technician to be patientWe called back multiple times and were finally told the installer was on his wayWe were then told he had injured his hand and he was coming to our house to show usWe told him not toWe cancelled our order after and have never received any refund or any follfrom Mesa Garage Door since our complaint [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This response is totally unacceptable The service charge of $was never mentioned and this is the first that I've heard of it Secondly, the door was just installed the same day that I called for serviceThe warranties for the product and installation would have been in effect It's incredible that Mesa can claim to be a legitimate company when they install garage parts that are not appropriate for the door I had requested and paid for a properly fitted lock It is unethical and immoral Regards, [redacted]

We have refunded this customer $on 8-17-I left the customer separate messages regarding the credit card being refunded and for her to confirm that she received the creditI never got a return call backI can’t find how to get to this complaint on the Revdex.com website to make a replyAt this time that the complaint was made I didn’t get a chance to respond to the complaint because I didn’t have access to the sitePlease let me know what other information you need regarding this customer (Burnstein, Penny) Thank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

We always honor our Low Price Guarantee In this case the door quoted by the competitor was not a product we sell We cannot match something we do not sell I have contacted our manufacturer and they are willing to make the door for us in the customers configuration and I am willing to provide it at the competitors pricing

Customer’s Statement of the Problem: On 04/22/we ordered a garage door and opener from Mesa Garage Doors and paid 50% of the amount dueThe door was scheduled to be installed on the morning of 06/01/At approximately 6:p.m on 05/31/2017, a representative from Mesa called to say that garage door did not arrive and therefore could not be installed as scheduled, but it could be scheduled for 06/14/for installation Mesa attempts to schedule all special-order doors to be installed within hours of arrival in our distribution center Occasionally the manufacturer delays the delivery of a special-order door Mesa learns of such delays when we unload the truck and check in our order in turn our customers do not learn of the delay until the evening before the scheduled installation The representative was unhelpful in resolving the issue and would not provide any expedited installation or compensation to help resolve the issue Mesa understands the disappointment our customers feel when a delivery is delayed and we do our best to expedite a quick resolution In the case of Mr***’s door, we rescheduled installation for Wednesday 06/14/based on the new promised delivery date provided by the manufacturer Due to the possibility of manufacturer delays it is our policy to include a statement regarding such delays on all of our contracts This is a copy of the bottom of Mr***’s contract: I asked to speak with a supervisor and the representative said they would send a message to a sales manager who would contact me about my problemOn 06/03/I had not been contacted by anyone at Mesa so I sent an e-mail to their sales department describing the issue and requesting to be contactedAs of 06/06/2017, I have yet to be contacted to resolve the matterIt is outrageous to be told the night before installation (days after ordering) that the garage door won't be installed as scheduled the next morning and the next appointment won't be for weeks later; then have a representative with a terrible attitude the entire time and unwillingness to understand and assist with the resolving the problem; then not be contacted by management to address the issue as promised; then have my e-mail to the company seeking assistance ignoredAlso the company is attempting to scheme around the 10% down payment limit by requiring 40% progress payment when measurements are takenBut measurements are taken when the estimate is provided, so Mesa will require 50% down payment when the garage door is orderedDue to Mesa's failure to perform the contract, my family is without a garage door for an additional weeksMr [redacted] was informed that Mesa could not install his door any sooner than 06/14/because his door would not be delivered to us until 06/13/ Unfortunately, Mr [redacted] was not pleased with this answer and insisted that we install his door soonerMr [redacted] continued to voice his dissatisfaction until his door was installed on 06/14/

Mr [redacted] claims are false Our commercial states that the $price is for a car garage door Yes, there are multiple examples of different garage doors within the commercial, but under no circumstances are we intentionally misleading the customer Our legal department has made multiple attemps to discuss with Mr [redacted] to no avail

[redacted] and Mesa have communicated multiple times and set up subsequent service to address the issues Today an expert technician was out to assess and addressed what he believes could have contributed to the problem I followed up directly with him and he confirmed that all is in great working condition [redacted] ' door and opener are covered under warranty and Mesa is committed to fulfilling that warranty efficiently

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

During the time of the installation, the customer did not have the remotes on site for the installer to test and or reset the motorThe installer was instructed by the home owner to just leave the existing motor on manuelWhen the follow up service for vinyl and bottom seal was completed the door was still not engaged to the motor and was left on manuelThe home owner never handed the remotes over to the installer to reprogram (if needed)or let the installer know she needed help re-engaging the doorWhen the installer was finished with the service, he called the customer but she never came outThe office called Mrs [redacted] regarding the balance due and she refused to pay because the motor was not re-connectedThe last installer on-site could have done whatever was needed but he was never able to speak with her when he was on siteMesa Garage doors can re-program her remotes if they need to be, but she needs to provide the remotes to her existing motor

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

We ordered the special door correctly When the door arrived and checked we noticed that the door was damaged in shipment We ordered a replacement door immediately and set the new install date for 12/31/ The day of the install our install the installer seriously cut his hand and had to go the emergency room The customer did not believe us so the installer drove to the customers home to show his injury prior to going to the emergency room Unfortunately because of the additional delay the customer canceled Normally we do not refund deposits when the door ordered is a special and build specifically for the customers home The door goes in the trash We have refunded the customer the

Todd had spoken to Mr [redacted] , and [redacted] the sales manager left a message regarding the door installationMesa Garage Doors has placed a new order with the manufacture CHIBeing that this is a special order doorThe soonest we can install the correct door will be Oct 18,Thank you, [redacted]

Once the replacement door was in we called to schedule the installation The install was delayed a few times at the customer’s request The new door was installed with the customers requested installers on 11/09/and the customer is happy

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The company stated,"During the time of the installation, the customer did not have the remotes on site for the installer to test and or reset the motor." Remotes are not needed to test the motor It operates with a button which the installer used The company stated, "The installer was instructed by the home owner to just leave the existing motor on manuel." Not true I simply asked that they close the door, instead of leaving it wide open, since it would take them two days to come back and finish the job The company stated, "When the follow up service for vinyl and bottom seal was completed the door was still not engaged to the motor and was left on manuel." It was 'left on manual, because the technician put it there I have no idea why the new technician didn't undo what the first one did, unless something was wrong The company stated, "The home owner never handed the remotes over to the installer to reprogram (if needed)or let the installer know she needed help re-engaging the door." I was not asked to hand a remote over, nor was I told in advance or doing any of the three visits that a remote might have to be reprogrammed The technician should have lifted the door to replace the bottom seal, but since the bottom is still not sealed, perhaps he never lifted it Had the technician waited for me to get from my house to the garage, I would have asked him to open the doorThe company stated, "When the installer was finished with the service, he called the customer but she never came out." I certainly did come outI saw the technician driving away and waved at him He looked at me in his rear view mirror, slowed down, but then kept driving awayThe company stated, "The office called Mrs [redacted] regarding the balance due and she refused to pay because the motor was not re-connected." I told the representative that I would be happy to pay once I saw that the job was finished She told me that someone could come out on Saturday, but demanded payment that dayI always pay my bills, but not before a job is done I hadn't yet noticed the the seal was not yet properly finished(Photos attached) The company stated, "The last installer on-site could have done whatever was needed but he was never able to speak with her when he was on site." There was no reason for him not to speak to me on site I met him when he first arrived He could have spoken to me then When he called to say he was finished, I told him that I would be right out, and I came out as quickly as I could He didn't wait, he didn't call back to say he had to leave, and when he saw me, he kept goingThe company stated, "Mesa Garage doors can re-program her remotes if they need to be, but she needs to provide the remotes to her existing motor." I can do that, now that I know it must be done They need to let me know when they are coming and they need to make sure the seal actually seals I hope this can be resolved quickly Regards, [redacted]

Mesa apologizes for the delay in refund As Ms [redacted] is aware, there were multiple parties and cards involved in completing payment during the installation process The sum requested has been refunded to Ms***'s card Should she have any further questions, she is welcome to contact me directly

In response to the above referenced complaint ID *** (***) by *** *** (*** ** ** - 11-***).We have tried to resolve this matter with the customer who has launched the above complaint on MesaGarage DoorsAccording to my records and conversation with Mrs*** we have been to the
property on05/26/15, 06/17/& 06/22/concerning the sensors on the garage door installed on 01/23/On05/26/the sensors were adjusted and operable at that time due to someone or something moving thesensor out of alignment, it was also noticed then that the sensors were wet from water that was in thegarage at the time of the service.On 06/17/a Mesa Service technician that was assigned to the service noticed the customer was in thegarage with her walking cane and the garden hose in the garage watering down the garageThetechnician found that the sensor were soaking wetThe customer was advised that as a Goodwill gesturesince the sensors being wet is not covered under Mesa Garage Doors or the manufacturer's warranty.The customer has been advised that the sensors can no longer be washed and that she will have to beextra careful when she is washing her garage downOn 06/22/the customer once again called forservice on the door, the technician assigned to the service reported back to my office his observationupon his arrival the customer entering the garage once again with the water hose wetting the sensorsIthas been determined by my office that we will no longer replace the customer's sensors underwarranty/goodwillGoing forward Mrs*** will have to pay for the services that she is requesting to berenderedMrs*** has been made aware on several occasions that the cost of the service call to replaceher sensors is $for the sensors and $minimum labor charge, but we have agreed that wewill only charge her for the cost of the sensors totaling $which she has refused on manyoccasions with the latest being today 08/06/We have received numerous harassing calls to Mesa byMrs*** and several male relatives or acquaintances trying to get the sensors changed again under thewarranty of the door purchase.Best regards,*** * ***Accounts Receivable | Credit Manager** ***
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