Mesa Garage Doors

Mesa Garage Doors (Mesa) received the above-referenced customer complaint on Thursday, August 13, 2015 and appreciates the opportunity to respond.Specifically, The Customer complains that the recently installed garage door opener wiring was not installed to their satisfaction and that the...

salesperson promised that Mesa would run the wiring behind the installed drywall ceiling. Mesa does not install wiring behind drywall; we staple the wiring to the drywall in a manner that is consistent with industry standards. The salesperson involved in this purchase is a long term employee of Mesa with an advanced understanding of garage door install procedures and Mesa company policies. The salesperson has apologized to the customer for the misunderstanding and explained Mesa’s install policies. Mesa customer service representatives have also apologized to the customer for any miscommunication that led him to believe that Mesa would install wiring behind drywall and explained Mesa’s installation policy regarding wiring and drywall.Furthermore the Customer states that he left a voicemail message for the salesperson and got no response; about this I cannot comment as there is no evidence to prove or disprove the claim. As for the claim that he sent letters to the company and got no response, our records indicate that we have had ongoing communication with the customer. And finally to address the claim that Mesa refused to accept delivery of a certified letter, this is simply untrue. We did receive the certified letter today August 13, 2015.On Thursday, August 13, 2015 Mesa contacted this customer and offered to install the wiring behind the drywall with the understanding that this is not standard procedure and that we are only making this offering as an act of goodwill.At Mesa it is never our wish to disappoint or mislead our customers. We would rather establish a long term relationship and welcome them to our ever growing family of satisfied customers.We sincerely regret any inconvenience this issue may have caused.[redacted] Sales Manager Mesa Garage Doors [redacted]Mesa Garage Doors 1636 West Collins AvenueOrange, CA 92867[redacted]License #759310

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]

Communication ceased upon final payment back in August of 2014.  Job was complete, and door functional at the time that the payment was made by customer to close file.  There has been no subsequent communication from customer for over 5 months.  Customer may call in at anytime should...

they feel like work is incomplete.  However, based on our assessment and completion of payment, file was closed back in August.

Mesa Garage Doors is working on this matter with the manufacture. Mesa is trying to get the door covered under warranty. The manufacture warranty covers rusting, chipping or cracking. Mr. [redacted] door is fading. We will be notifing Mr. [redacted] with the warranty satus as soon as we get the...

approval.

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.
My response to the company is that I am now waiting over 7 weeks due to their error And I am requesting a credit of $200 since this is what I had to credit my tenants on their rent due to the time delay - to date no response from [redacted] at Mesa Thx Sent from my iPhone
Regards,
[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.
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 door. The company stated,  "When the installer was finished with the service, he called the customer but she never came out."  I certainly did come out. I saw the technician driving away and waved at him.  He looked at me in his rear view mirror, slowed down, but then kept driving away. The 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 day. I 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 going. The 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 Garage Doors has accepted the cancellation request by the consumer and has issued a refund on 8-23-2017. Thank You,Mesa Garage Doors[redacted] T.

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. The installer was instructed by the home owner to just leave the existing motor on manuel. 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. 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. When the installer was finished with the service, he called the customer but she never came out. The office called Mrs. [redacted] regarding the balance due and she refused to pay because the motor was not re-connected. 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. Mesa Garage doors can re-program her remotes if they need to be, but she needs to provide the remotes to her existing motor.

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. [redacted]'s card.  Should she have any further questions, she is welcome...

to contact me directly.

Customer’s Statement of the Problem: On 04/22/2017 we ordered a garage door and opener from Mesa Garage Doors and paid 50% of the amount due. The door was scheduled to be installed on the morning of 06/01/2017. At approximately 6:00 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 06/14/2017 for installation.   Mesa attempts to schedule all special-order doors to be installed within 48 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. [redacted]’s door, we rescheduled installation for Wednesday 06/14/17 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. [redacted]’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 problem. On 06/03/2017 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 contacted. As of 06/06/2017, I have yet to be contacted to resolve the matter. It is outrageous to be told the night before installation (40 days after ordering) that the garage door won't be installed as scheduled the next morning and the next appointment won't be for 2 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 ignored. Also the company is attempting to scheme around the 10% down payment limit by requiring 40% progress payment when measurements are taken. But measurements are taken when the estimate is provided, so Mesa will require 50% down payment when the garage door is ordered. Due to Mesa's failure to perform the contract, my family is without a garage door for an additional 2 weeks. Mr. [redacted] was informed that Mesa could not install his door any sooner than 06/14/17 because his door would not be delivered to us until 06/13/17.  Unfortunately, Mr. [redacted] was not pleased with this answer and insisted that we install his door sooner. Mr. [redacted] continued to voice his dissatisfaction until his door was installed on 06/14/17.

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]

Mr. [redacted], We will make the adjustment of $200.00 from the order since this is what had to be credited to the tenants on their rent due to installation delay.If the door arrives any sooner then Oct 15th installation date we will move up your appointment. 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]

[redacted] signed off as satisfied upon completion of the installation as well as paid in full that day.  When she called to express her dissatisfaction with certain components, a service was promptly scheduled and completed in a timely fashion. We appreciate her business and...

stand by our warranty should she need anything further.

Customer’s Statement of the Problem: We paid $100 cash for a deposit of services that were never rendered. When we called to find out when the installer was going to arrive, we were told our credit card on file was declined for the $100 deposit we already paid cash for. We cancelled the service due...

to the lack of customer service and we will not get our $100 cash back. We believe the guy named [redacted] that did our estimate pocketed the cash. They tried to charge a card we had on file that would never decline. I called multiple times and spoke with many different people only to get the run around and now we are out $100 because their estimator is going around and pocketing the cash. This is unacceptable. Ms. [redacted] signed her contract and made her down payment of $100 on 06/02/17 using a Visa card.  When Mesa attempted to process the Visa card provided it was declined.  Several attempts were made to reach Ms. [redacted] by telephone at 714-767-1898 and by email at [redacted][email protected].  Phone calls and emails were not returned.   When the scheduled installation date drew near Ms. [redacted] contacted Mesa to inquiry about the status of her order at which time she was informed that her Visa card could not be processed and that we had been trying to reach her confirm the account number or collect an alternative form of payment.  At that time Ms. [redacted] became very upset stating that there was no reason why her card would be declined and that she never received any phone calls from Mesa.  Ms. [redacted] then accused her salesperson of stealing $100 cash from her.   Ms. [redacted] contract clearly indicates that payment was made by credit card.   Copy of [redacted] contract:     [redacted] contract payment information close-up: Thank you, [redacted]

Todd had spoken to Mr. [redacted], and [redacted] the sales manager left a message regarding the door installation. Mesa Garage Doors has placed a new order with the manufacture CHI. Being that this is a special order door. The soonest we can install the correct door will be Oct...

18,2016 Thank you, [redacted]

[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.

Mesa was clear upon installation that we did not recommend the lock that the customer insisted upon.  Additionally, the customer signed off on the lock and made payment accordingly.
Out of goodwill, we had a service technician out to inspect and remove the lock following the...

installation.  We waived our $75 service fee for this call that we deemed unwarranted as it was due to the installation of the lock that we advised against to begin with. 
We recommend that we call it even due to the fact that we waived a service fee of $75 for a refund of $25 that the customer is requesting.

The tracks are made with a square piece of metal that is cut from the manufacture. If a slide lock a to be installed. The square piece needs to be removed in order for the lock to latch. I have attached a picture of the way the track looks like before the metal square is knocked out. Please send pictures of the damage that was done to the tracks.Thank you, [redacted]

Mr. [redacted] claims are false.  Our commercial states that the $399 price is for a 1 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.