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Overhead Door Company of Casper Inc

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Reviews Overhead Door Company of Casper Inc

Overhead Door Company of Casper Inc Reviews (4)

This is not how the entire ordeal went downI do not agree and Roy is not being honest and or truthful hereAs I stated, I have a recording of the entire ordeal of the conversation that took place between myself and the owner,RoyHe was condescending, rude, arrogant and down right nasty about the situation. I have been in retail sales for 26+ years and from dealing with folks that when they are dishonest, their story does not line up as is in this caseI have e mails and a "window installer" that can testify to the fact that we originally requested a 35xwindowSimple, metal frame green on exterior/ bare wood interiorI advised we would be installing a rough cut wood trim inside/outside home on windowShe advised they could not get a 35xwindow but closeI advised I would have to live with a smaller window against my wishesOnly after the window was received did "I" HAVE TO ASK what they would be willing to doSHE NEVER offered anything until I sent numerous messages and only then did they offer a discounted window, and, it was a 35xsize as originally requested! I am not a window expert nor claim to beThat is why I went to what I felt was to be a professional window supplierWell, we see where that landed meI was polite, never rude or threatening in any wayI never got in this "Big Mans" face at anytimeHe is a big dude, not only that, I am a mature year old that knows you try to settle disagreements by talkingHe was walking away from the back of my truck where I had the window I was showing himIf you listen to my recording, It is very clear and obvious he was the one with the anger issueI said, "That is not very good customer service", he replied, "What does customer service have to do with it"? He then said, Ahh, *** youAll I was trying to do is get them to work with meIt is obvious I am no window expert, and,he agreed to this on the recording In my opinion, His relation and sales clerk is not eitherI feel she made a mistake from the "lack of knowledge" so I am being penalized with thisLastly, I did respond back to her on the damaged storm door with a phone message asking for an availability which I never was responded toThey simply are not trying to assist in any way, the e mail sent by her basically said, you ordered it, you own itI just was trying to get some assistance here from a business owner and have been left to feel as if I am an it (according to the recording)
Regards,
*** ***

The consumer came
in with a quote from a competitor asking us to price out products in a patio
door and also a horizontally sliding window. He specifically asked for a 32” x
32” window, he did not care what series of window to price out his only request
was that the exterior color...

be forest green. He was also told we did not have a
display of a horizontal sliding window as to the type he wanted to see. The
competitors quoted had options priced out on the door and he commented he
wanted the same options on the door and window.       The sales clerk
priced two different series of windows that met his criteria: one that could be
made custom to the size he requested, color and other options; and one that
could not be custom sized but still met his other requested requirements. The
sales clerk sent pricing via email to the customer. In the email she pointed
out that the series that could not be custom sized would have to be a 35”x35”
(the closest size to the originally requested 32”x32”). She also attached quotes
showing pricing for each of the series, both of which had the sizes of each
window and door priced. Three days later the customer sent another email
requesting a price for a storm door to which the sales clerk responded with a
price for that door based on the sizes the customer sent.      A couple days
later the customer emailed that he wanted to go ahead and order the 3 items:
storm door, window and patio door. The sales clerk called the customer to find
out which series he wanted. He asked for the series which was priced out as a
32”x32”. The total was given to him and he was told he would have to pay in
full before ordering since all windows are special order and there was no
return once ordered.     When the customer
went to install the window he did not like the construction of the window
compared to his existing window. He wanted a bigger window and for us to take
back the smaller window. He also explained that the storm door was scratched.
He was told we would not take back the window, so in an attempt to help he was
given a discounted price on a new 35”x35” window in the series that he ordered
if he wished to re-order. As for the storm door, he was asked to send in
pictures of the scratched areas on the door for our records and was re-ordered
a new door at no charge. At this point the customer stopped responding to the
sales clerk.       His only
recourse is insisting that we are the experts and should know what he wants. He
came in blamed poor customer service and his lack of knowledge in the construction
of the window for why he got the wrong window, even though the patio door he
ordered with the same options had no problems. The customer insisted that he
wanted the larger window even though the window he ordered was clearly sized on
the quote and paid the price that was quoted that window. The customer kept
insisting that the reason he did not know what he was ordering was that we do
not install and do not have every option on display.       When the
customer was told we would not take back the window he became violent, threw
the materials back in his truck and charged me in a very aggressive manor. He
stood a very small distance from my face in a way that made me fell he was
trying to get me to push him away. At that time he was told to get the [redacted] out
of here.

[redacted]
[redacted]
[redacted]
[redacted] The window was installed on 9/9/2015. The fast response was unexpected but a pleasant one.  Thanks for you help. [redacted]

When the customer first contacted us about the seal failure ontheir window and said they wanted them replaced under warranty, we told themthat  the warranty was the window manufacturer’s warranty, not oursspecifically and that we no longer sold the [redacted] brand. The customer was told...

that the company was no longer [redacted] that they werebought out and they were now [redacted] Windows. We told them that we would contact[redacted] for them and get the replacement units coming. We were not sure how [redacted] was handling warranty claims from [redacted].We told the customer that it was hard to get any communication out of [redacted], so we were not surehow long it would take to get the warranty units in. At this time we also toldthe customer that our company no longer installed or did service on residentialwindows, but at a favor to them, since they did purchase the windows from us 11years earlier, we would change out the units for them when we could fit it intoour schedule. On April 14, 2015 we went out and changed three of the four failedunits. The forth unit broke while loading the truck, so we told them we wouldget a new one ordered right away, and let them know when it came in. Thereplacement warranty unit was reordered on 4/14/15, and after several phonecalls and emails to the manufacturer we were finally told that the unit wasscheduled to ship on 7/7/15. On August 6th, we finallyreceived the warranty unit. The summer months are an extremely busy time for our company. Whenthe customer called to check on the piece of glass we told him it was in, butat the time we were backed up on our school jobs, 3 large projects, and didn’t have anyone to sendout to change the unit but we would try and get him on the schedule as soon aswe could. The customer called again on 9/3/15, and we told him that as of rightnow they were still not on the schedule, but we would see what we could do. We were able tohave someone get loose from one of the school jobs so on 9/8/15, we called to schedule an appointment for the following day. On9/9/15, the final failed unit was replaced, and the job is now complete.The majority of this delay had to do with with window manufacturer being bought out by another companythat we had no relation with and therefor they weren't responding to our calls and emails.  Unfortunately when we finallyreceived the final materials it was at the height of construction and contractual deadlines. Stephanie G[redacted]Inside Sales/Customer Service Coordinator

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Address: 2760 Fleetwood Pl, Casper, Wyoming, United States, 82604-3175

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