Overhead Door Company of Madison, Inc.

Thank you for the letter alerting us to the complaint filed by a Mr. [redacted]. We are aware of this customer and his issues with our service. At this time, we will not be responding to the Revdex.com filed complaint as his letter specifically referenced a lawsuit. We take customer complaints seriously and...

cannot always resolve issues in an amicable manner. Thank you again for your letter. Michael [redacted]Overhead Door Co. of Madison, Inc.[redacted]

Thank you for your letter dated 6/8/2015 alerting us to the fact that we have a complaint lodged with the Revdex.com. Although we strive to maintain strong customer relations, at times, it in our best interest to discontinue a relationship. Although we do offer a 30 day warranty on our service work,...

we have never, nor will we ever, offer a one-year warranty on service work performed.  Should a warranty have been in effect for Mr. and Mrs. [redacted] it is not valid for emergency service – which the [redacted] chose to use on Saturday, May 30, 2015. Our emergency service is a minimum of $270.00 which the [redacted] were fully aware of. Also, we only warranty defective parts and workmanship. We do not warrant any action of homeowner that may result in damage to door (i.e. backing into door before it is fully closed). We stand by our decision to charge the [redacted] for repair to their garage door.                                     �...⇄ you have any further questions, please let me know. But please keep in mind, we are firm in our belief that the  emergency service charge was fairly made in this case.  [redacted]Office Manager/AccountingOverhead Door Co. of Madison, Inc.917 Watson AveMadison, WI 53713[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11886164, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business did not choose to respond to the complaint.  They have ignored the complaint in their reply statement
Regards,
Michael [redacted]

I forwarded the letter to [redacted] and he is trying to get a hold of [redacted] (who is the owner/operator of Manstrong Construction) to work this out.So, I guess, that’s that? We will work this out with [redacted]. We actually know what the issue is. Could have had all this worked out if he had called the...

office and asked for a manager.[redacted]Office Manager/AccountingOverhead Door Co. of Madison, Inc.917 Watson AveMadison, WI 53713608/271-4288 (p)608/271-6707 (f)

Review: The Company came out and made a repair to our garage door regarding slippage and locking of the garage door on 12/27/14. At the time, both my wife and myself asked about the warranty on the repair and were told he would come back out to fix the issue if it came up again within the next year. On May 30, 2015, the problem reoccurred. As I was ba king out of the garage, the door slipped and scrapped the top of my car when it came down. I continued onto my son's game when my wife called the repair man. She was told that she would have to pay a fee upfront because that is how the repair man must do things, but that she should call into the office on Monday to get reimbursed for the payment because their systems are not running on the weekend. Working with the understanding that any repair would be covered based on the words of the first repairman speaking of the one year warranty coverage and words of the repairman who was coming out to make the second repair, it was strongly implied for which she understood that any cost would be reimbursed two days later and that an inoperable, damaged garage door was not ideal to wait for two days since we have been robbed from within the garage before. When I called in on Monday, I was quickly met with an abrasive tone that said no reimbursement was forthcoming and that they don't offer warranties. Well, later that changed to warranties of longer than one month or something, it kept changing so was hard to pin down. Throughout the call I tried to explain my side of it and was often cut off by the rude remarks of the manager there. I tried to work with them to find a workable solutions but was constantly talked down to or talked over. I do not make these complaints but will make an exception in this instance because I believe we are being lied to and build without an attempt or care from the business to retain a repeat, loyal customer whom has used their service before and had issues (although to their credit, they came out and took care of prior issues unlike this situation. It should not be allowed for a business to put forth a warranty that they intend to not honor, imply reimbursement is available when computers are turned on during the work week but not oblige, and otherwise pass the buck after collecting the monies and say there is no recourse for payment when they will not stand by their own work as they have in the past.Desired Settlement: Full refund for repair work still under warranty as previously promised by the company.

Business

Response:

Thank you for your letter dated 6/8/2015 alerting us to the fact that we have a complaint lodged with the Revdex.com. Although we strive to maintain strong customer relations, at times, it in our best interest to discontinue a relationship.

Review: I have done work with this company in the past and on my last run in they came out to my house to replace my key pad on my garage door. That was almost 2 years ago. I paid the sales guy [redacted] cash when he was here because he said it would be less expensive. When I called the company to discuss my issue the guy on the phone acted like he really didn't care at all. When I have done work with them in the past, I thought that this is really unprofessional and I am really up set that I paid them for something that was never fixed. [redacted] would keep telling me that he would be back and he would never show up. At this point I am going to have to hire someone else to finally get my garage fixed.Desired Settlement: I don't exactly know how to handle this problem but I would like an explanation of why they did this to me and give me my money back. Also I would like to know that nobody else gets ripped off by this company like I did. One of the worst things is when you call the company and the guy in the office defends the the guy ( [redacted] ) that ripped me off

Business

Response:

I forwarded the letter to [redacted] and he is trying to get a hold of [redacted] (who is the owner/operator of Manstrong Construction) to work this out.So, I guess, that’s that? We will work this out with [redacted]. We actually know what the issue is. Could have had all this worked out if he had called the office and asked for a manager.[redacted]Office Manager/AccountingOverhead Door Co. of Madison, Inc.917 Watson AveMadison, WI 53713608/271-4288 (p)608/271-6707 (f)

Review: I purchased two sectional overhead doors with openers from Overhead Door Co. of Madison WI as a material only package which I intended to install on our residence in northern Wisconsin. After unpacking all materials at installation location I realized the directions for installation of the product were missing in addition to critical parts required for installation. I reiterated several times with employees of Overhead Door Co of Madison the importance that all materials be included at the time the materials were picked up because I did not have parts availability to complete the installation at the installation location in northern Wisconsin.

Consequently, the missing materials required for installation cost me from being able to install the product as needed. This cost me $200 in misc. charges including gas and additional installation accessories to complete the material installation as initially agreed upon.

I have asked that Overhead Door of Madison reduce the invoice amount given all materials were not provided at time of delivery. They refused because they believe they provided all materials required for a complete installation. Apparently they don't consider the instructions nor installation accessories required for installation.Desired Settlement: Adjust final billing from $1624.70 to $1424.70, thus refunding me for the $200 I had to spend in misc. charges to complete the installation.

Business

Response:

I received the Revdex.com letter informing our company

that a complaint had been filed by Mr. [redacted]. I had been aware of

this as when he received the court summons of our small claims filing he

called to discuss a settlement. I explained to Mr. [redacted], that we

are not a “Do-It-Yourself” operation and an understanding of garage door

installation is required. He, working for a well known Madison

contractor, was aware of this when he purchased the products from our

company. I also explained to him that is impossible to provide every nut

and bolt required for installation as each garage door has a unique

opening and there will be variables we cannot provide for. Garage doors

and operators do come with the basic parts needed to install into the

“average” home.

We

have since reached a settlement with Mr. Williams where he agreed to

pay the full cost of material plus the stop payment check fee we impose.

We have since withdrawn our small claims filing.

Thank you for your time.

Business Manager

Overhead Door Co. of Madison

917 Watson Ave.

Madison, WI 53713

Consumer

Response: