Northside Overhead Doors

In response to Mr [redacted] 's complaint , the customer did NOT purchase this job from us directlyHis purchase was made thru [redacted] Store # in PearlandWe are only the installation companyAnd yes , while it was discovered that the door he purchased did not Texas Windstorm criteria , [redacted] ( the manufacturer of the door ) agreed to replace the door with one that was certifiedBut we had to wait for TDI approva to be rec'd on this doorAs of this letter , that certification has not been completedWhile I can understand Mr [redacted] frustration in the wait the fact remains that he does have a door installed and while it does not pass TDI requirements a new door was ordered and we were just waiting for the approval from Austin and the new door would have been installed at no charge to the consumer [redacted] and [redacted] offered him a credit of $for the delay and he refused that offer and said he wanted the door removedThe customers garage is set up as a living area or "man Cave " complete with large tv , entertainment center, leather coachesThe garage area would have to be cleared of all of this for the reinstall to take place, just as it had to be for the original installWe as the install company were prepared to replaced the door for customer but we had to wait for the approvalHe also told me when I last spoke to him that he was working with [redacted] Credit to get his money back and he did not want to have any further dealings with our companyAgain his purchase was not made with NOrthside Overhead Doors but [redacted] ***.Cindy ***Northside Overhead Doors Inc

As the install company for *** *** and ***, we had every intention of making sure that the door the customer purchased was correctI was our intention that as soon as the engineers in Austin had the proper certification paper work that we would install a door that not only exceeded his areas windcode requirements but was also an "upgrade" to the one he had originally purchasedWhile I again can understand the customers frustrations , we are only the install company We have no authority to aprove or deny his request for a complete refund, since he paid *** *** , not usIt is my understanding that any conversations the customer may have had concerning compensation or the removal of the door was from *** ***s management team, not us The issue with the customers door, falls in the fact that the type of insulation that is in the door is what is the Texas DeptOf Insurance has not approvedThey had approved a less expensive insulation in the same style door We have never ,nor are we allowed ( by our contract with *** *** ) allowed to discuss any concerns over monetary issueThat is between the customer and the store in which he purchased the install and productI again can understand the customers frustration but I do believe that he is taking it out on the wrong peopleIt is up to *** *** and *** to decided any compensation issues and agree or disagree with the wishes of the customer, as far as special requests ( having a moving company clear the area and replace after the replof the TDI certified door)

In response to Mr. [redacted]'s complaint ,  the customer did NOT purchase this job from us directly. His purchase was made thru [redacted] Store # 6543 in Pearland. We are only the installation company. And yes , while it was discovered that the door he purchased did not Texas Windstorm criteria...

, [redacted]  ( the manufacturer of the door ) agreed to replace the door with one that was certified. But we had to wait for TDI approva to be rec'd on this door. As of this letter , that certification has not been completed. While I can understand Mr. [redacted] frustration in the wait the fact remains that he does have a door installed and while it does not pass TDI requirements a new door was ordered and we were just waiting for the approval from Austin and the new door would have been installed at no charge to the consumer. [redacted] and [redacted] offered him a credit of $500 for the delay and he refused that offer and said he wanted the door removed. The customers garage is set up as a living area or "man Cave " complete with large tv , entertainment center, leather coaches. The garage area would have to be cleared of all of this for the reinstall to take place, just as it had to be for the original install. We as the install company were prepared to replaced the door for customer but we had to wait for the approval. He also told me when I last spoke to him that he was working with [redacted] Credit to get his money back and he did not want to have any further dealings with our company. Again his purchase was not made with NOrthside Overhead Doors but [redacted].Cindy [redacted]Northside Overhead Doors Inc

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.  
[If this company would have done its job professionally there would not have been a problem.  I paid for this company to do a preinspection.  They should have verified that the door that I wanted to install was windstorm certified.  They did not.  They should have taken the correct measurements.  They did not.  They should have verified on install day that the door they were going to install and the blue prints matched up.  They did not.  [redacted]
Regards,