Oregon City Garage Door Reviews (%countItem)
Oregon City Garage Door Rating
Address: 16000 SE Evelyn St, Clackamas, Oregon, United States, 97015
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BUYER BEWARE. To summarize, the customer service of Oregon City Garage Door was completely negligent. We ordered garage doors (that were marked up an extra 12% from the previous year) and the incorrect product was installed. I had to go to a local hardware store to figure out how to temporarily fix a mistake that Oregon City Garage Door made. We had to live with the incorrect windows while the corrected product were "rush ordered". Turns out just the windows took just as long as an entire garage door unit. Spoke to the owner on the phone and he got defensive accusing me of pointing fingers. All we heard were excuses as to why the incorrect product was installed (placing fault on the manufacturer) and nothing was done, I had to figure out how to remedy and use extra money to pay for their mistake, while waiting over a month for the problem to be corrected. I am attaching photos, one is of a crooked handle installed and the other is the paper that I had to cut to size and tape, which was very time consuming, taking time away from family that was visiting. We would strongly recommend finding another company that would provide ANY kind of customer service.
I believe Mr ’s chief (and real) complaint here is solely the price increase of the door which he was fully aware of before placing his order over a year after he was originally quoted. The estimate he was provided clearly states that the price is valid for only 45 days. Before ordering the door Mr. expressed his dissatisfaction with the price increase several times and requested we honor the original quote repeatedly. We were not able to do so as the door simply was more expensive than before. Mr. informed us he would need to shop around. He did so, and after doing so, despite our price increase, OCGD was STILL the most competitively priced company, which is why Mr *** ultimately ordered thru our company.
As for the ‘mistake’, OCGD ordered the door correctly. We are not a manufacturer we are the installation company. When the door was built the wrong glass was installed. A mistake the manufacturer has taken full responsibility for and has remedied. We did ask for a rush order for the replacements, admittedly the product did take longer than desired to arrive. For this we are very sorry. These are custom, special order doors with custom glass, they take time to build. We kept Mr *** apprised of the situation throughout the process.
Unfortunately, mistakes happen. A true testament of a good company is how well they handle and make right what went wrong. We have done that in this case, we have corrected the issue and Mr. has a beautiful garage door. Mr.’s true complaint is that we will not comply with his demand that we reduce the cost of the door an unreasonable amount. We have offered to reimburse him the cost of the paper he purchased to cover the glass while waiting on the new product to arrive. He has ignored that offer, while continuing to insist that we drop the price to the amount that he was quoted over a year ago.
To Recap:
OCGD has provided Mr. with the door he purchased at a fair price. We have corrected the issues and we have offered to reimburse him the costs he incurred as a result of the mistake. Instead, Mr *** informed us that if we did not meet his outrageous demands that he would give us bad reviews and tell everyone he knows, all friends, co-workers and fellow homeowners, not to do business with us. In this case we simply refuse to be held hostage by unreasonable and threatening demands of an irrational customer. This is the real reason for the negative review. He has the beautiful door he purchased (see pictures), again, at a very fair price. We do apologize for the inconvenience this caused.
I was having a problem with my Garage door and Opener and I wasnt happy with the type and model that I have currently. I have had some experience with these openers and wanted to purchase a new one and totally different type. I wanted a side mount instead of a overhead because of my garage situation. I called Oregon City Garage Door and their scheduler answered the phone. I asked her right away that I wanted a Salesperson to come to my house to give me an estimate. She told me they dont send salesmen for garage door openers but rather technicians. I told her I wanted an estimate more than once. She said ok but the tech guy would do that. So I made an appointment. The tech guys came out and they told me the cost but they couldnt do it because they had no opener like that with them because it was special. they couldnt do it. they said they would send me a quote email. Just as they were about to leave they get back out and tell me I need to pay them 119.00 for a sevice charge. I shouldnt have paid it but there was 2 of them. I told them I was not told about this on the phone and I was not happy about this. then they told me that if I bought the garage door opener I would be reimbursed the 119. I said that it is a scam. I havent even seen a garage door opener and all they did was do what the sales person would have done and he is free. the bid came to 1000.00. This is not right. If I had been told up front that this was a service call and I would be charged I would have went some where else.
This is an unfortunate incident of breakdown in communication. After discussing the scenario with *** it was determined that there was confusion on both parties part on the nature of what services we were to provide. *** was expecting a free estimate, our scheduler scheduled a service appointment with a technician, not an estimator. The scheduler did inform *** that we do not employ an estimator for these types of services and only for new door sales etc. However, it was not made known to *** that the technician that was being scheduled came with a service charge price tag. We are a COD company and our service techs are to collect payment for each appointment they go on. Our service tech did so, not realizing the customer was under the impression he was getting a free estimate.
*** did call in after the appointment and spoke to a Customer Service Rep and expressed his complaint. Unfortunately, the call was not forwarded to management. After learning of the complaint Samantha, our office manager reached out to resolve the situation. She was unable to reach ***, left a voicemail and never heard anything back. The owner of Oregon City Garage Door was never made aware of the complaint. Had Ryan, the owner, been aware of Mr. experience and grievances prior to receiving this complaint, this would have been handled differently and presumably would have been resolved without escalation. Immediately after receiving this complaint, Ryan D, Owner of Oregon City Garage Door reached out to *** in hopes of resolving this matter. They discovered where the miscommunication was and how we ended up here and have plans for Ryan at a later date to requote this project for him.