Overhead Door Company of Portland

We dispute the claim by customer that they told us they were painting the house We never addressed the idea that the customer was going to paint the doors because we were not aware this was going to happen which is why the proposal did not address painting It became an issue only when the customer requested the doors be delivered prior to installation for painting At that time the customer was informed that it would violate the manufacturer’s warranty The customer then signed an agreement that the door warranty would be void if the doors were painted Because the doors can’t be painted the mfg offers multiple finish colorsThere are many composite garage doors in the market place They are made from a broad spectrum or materials It is incorrect for anyone to make a blanket statement that composite doors can be repainted It is directly related to product composition Overhead Door Corp manufactures composites that can be repainted and others that cannot be repainted which is why customers are so advised Mrs [redacted] contacted us to visit the job to review the damage and to advise what can be done That is our responsibility and we are remiss for it taking so long We have scheduled a crew to visit the job on Wednesday, October 11th Will contact Mr& Mrs [redacted] to arrange a time when they will be there

We dispute the claim by customer that they told us they were painting the house.? We never addressed the idea that the customer was going to paint the doors because we were not aware this was going to happen which is why the proposal did not address painting.? It became an issue only when the customer requested the doors be delivered prior to installation for painting.? At that time the customer was informed that it would violate the manufacturer’s warranty.? The customer then signed an agreement that the door warranty would be void if the doors were painted.? Because the doors can’t be painted the mfg offers multiple finish colorsThere are many composite garage doors in the market place.? They are made from a broad spectrum or materials.? It is incorrect for anyone to make a blanket statement that composite doors can be repainted.? It is directly related to product composition.? Overhead Door Corp manufactures composites that can be repainted and others that cannot be repainted which is why customers are so advised.? Mrs [redacted] contacted us to visit the job to review the damage and to advise what can be done.? That is our responsibility and we are remiss for it taking so long.? We have scheduled a crew to visit the job on Wednesday, October 11th.? Will contact Mr& Mrs [redacted] to arrange a time when they will be there

There was a change submitted to the original date from October to October 11thThis was done right after the original submissionWe can meet at a time that is best for Mr& Mrs***If there is a different date and time that is better, please let us know, we will work with their scheduleWe will also send this direct to the customer for a quick response*** Rogers, Customer Service Manager is your point of contact***

There was a change submitted to the original date from October to October 11thThis was done right after the original submissionWe can meet at a time that is best for Mr& Mrs***If there is a different date and time that is better, please let us know, we will work with their scheduleWe will also send this direct to the customer for a quick response*** Rogers, Customer Service Manager is your point of contact***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *** Please see attachment 'Overhead Door Co2.docx.' in which I have written a timeline/statementOverhead door states, "We dispute the claim by customer that they told us they were painting the house." This is incorrectI did not state that we told them that we were painting the house(I believe that we did inform them, but I did not state that.) I did state, however, that we told *** *** that we were going to paint the garage doors, which we did do, when we first talked with him over the phone and when we met with him at our house.Overhead Door states, "It became an issue 'only' when the customer requested the doors be delivered prior to installation." This is incorrectThis infers that it became an issue because we requested to have them delivered for paintingIn reality, it became an issue at that time, because *** *** failed to inform us of the warranty issue at the time of our meeting, NOT because we failed to inform him/Overhead Door that we intended to paint the houseAs explained in my timeline, we were only informed on the warranty issue just prior to installation.Overhead Door states, "At that time the customer was informed that it would 'violate the manufacturer's warranty." This is incorrect. At that time, over the phone, I was informed that painting the doors would negate parts of the 'surface warranty'.Overhead Door states, "The customer then signed an agreement that the door warranty would be void if painted." This is incorrectI have never signed an Agreement voiding the warrantyI have asked for this warranty agreement and have never been given itI did sign, under the hand-written note on the Installation Work Order, 'Deliver for painting - painting of sections voids section warranty.' Certainly this would not hold up in a court of law, as the handwriting could have been added after-the-factHowever, I do admit to signingI did ask, at that time, for a copy of the warranty, and was told that I would receive it 'along with all of the other paperwork upon installation'I still have yet to receive the warrantyI have never, as I said, signed any Warranty Agreement.Overhead Door states, "Because the doors can't be painted, the mfgoffers the multiple finish colors." We were never, ever, during the entire process, told that the "DOORS CAN'T BE PAINTED." *** knew they were being paintedThe female supervisor on the phone knew they were being painted (and assured me that 50% of people who bought them painted them and that they had not heard complaints from those customers), and the installer knew that they were paintedNONE of them told us that they could not be paintedI don't even recall going over the other color options with *** because he knew that we were going to paint them to match our house.Overhead Door states, "It is incorrect for anyone to make a blanket statement that composite doors can be repainted." I am not aware of why this statement is included, or who made this 'blanket statement' that composite doors can be repainted.Overhead Door states, "Mrs*** contacted us to visit the job and to review the damage and to advise what can be doneThat is our responsibility and we are remiss for taking so longWe have scheduled a crew to visit the job on Tuesday, October 10thWill contact Mrand Mrs*** to arrange a time when they will be there." This is not nearly the entire storyI contacted Overhead Door many times, via many communication methodsIn turn they: came early (when I wasn't there to meet them) and then didn't tell me, failed to respond to my emails, tried to send the person who installed the doors to inspect his own work, set up another appointment and call time to confirm, and then failed to call or come to that appointmentI would submit that this is very different that being "remiss for taking so long"Additionally, I believe that it is poor service and indeed arrogant to just assume that my husband and I will be available on October 10thI sincerely hope that we are, and that we do hear from Overhead Door directly, however, so that we can move forward in resolving this issue.Regards,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
I have spoken with *** *** and we will be meeting at 8:30AM on WedOct11th to inspect the garage doors
Regards,
*** ***

We dispute the claim by customer that they told us they were painting the house.? We never addressed the idea that the customer was going to paint the doors because we were not aware this was going to happen which is why the proposal did not address painting.? It became an issue only when
the customer requested the doors be delivered prior to installation for painting.? At that time the customer was informed that it would violate the manufacturer’s warranty.? The customer then signed an agreement that the door warranty would be void if the doors were painted.? Because the doors can’t be painted the mfg offers multiple finish colorsThere are many composite garage doors in the market place.? They are made from a broad spectrum or materials.? It is incorrect for anyone to make a blanket statement that composite doors can be repainted.? It is directly related to product composition.? Overhead Door Corp manufactures composites that can be repainted and others that cannot be repainted which is why customers are so advised.? Mrs *** contacted us to visit the job to review the damage and to advise what can be done.? That is our responsibility and we are remiss for it taking so long.? We have scheduled a crew to visit the job on Wednesday, October 11th.? Will contact Mr& Mrs*** to arrange a time when they will be there

We dispute the claim by customer that they told us they were painting the house.  We never addressed the idea that the customer was going to paint the doors because we were not aware this was going to happen which is why the proposal did not address painting.  It became an issue only when...

the customer requested the doors be delivered prior to installation for painting.  At that time the customer was informed that it would violate the manufacturer’s warranty.  The customer then signed an agreement that the door warranty would be void if the doors were painted.  Because the doors can’t be painted the mfg offers multiple finish colors. There are many composite garage doors in the market place.  They are made from a broad spectrum or materials.  It is incorrect for anyone to make a blanket statement that composite doors can be repainted.  It is directly related to product composition.  Overhead Door Corp manufactures composites that can be repainted and others that cannot be repainted which is why customers are so advised.  Mrs [redacted] contacted us to visit the job to review the damage and to advise what can be done.  That is our responsibility and we are remiss for it taking so long.  We have scheduled a crew to visit the job on Wednesday, October 11th.  Will contact Mr. & Mrs. [redacted] to arrange a time when they will be there.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I have spoken with [redacted] and we will be meeting at 8:30AM on Wed. Oct. 11th to inspect the garage doors.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  Please see attachment 'Overhead Door Co2.docx.' in which I have written a timeline/statement. Overhead door states, "We dispute the claim by customer that they told us they were painting the house." This is incorrect. I did not state that we told them that we were painting the house. (I believe that we did inform them, but I did not state that.) I did state, however, that we told [redacted] that we were going to paint the garage doors, which we did do, when we first talked with him over the phone and when we met with him at our house.Overhead Door states, "It became an issue 'only' when the customer requested the doors be delivered prior to installation." This is incorrect. This infers that it became an issue because we requested to have them delivered for painting. In reality, it became an issue at that time, because [redacted] failed to inform us of the warranty issue at the time of our meeting, NOT because we failed to inform him/Overhead Door that we intended to paint the house. As explained in my timeline, we were only informed on the warranty issue just prior to installation.Overhead Door states, "At that time the customer was informed that it would 'violate the manufacturer's warranty." This is incorrect. At that time, over the phone, I was informed that painting the doors would negate parts of the 'surface warranty'.Overhead Door states, "The customer then signed an agreement that the door warranty would be void if painted." This is incorrect. I have never signed an Agreement voiding the warranty. I have asked for this warranty agreement and have never been given it. I did sign, under the hand-written note on the Installation Work Order, 'Deliver for painting - painting of sections voids section warranty.' Certainly this would not hold up in a court of law, as the handwriting could have been added after-the-fact. However, I do admit to signing. I did ask, at that time, for a copy of the warranty, and was told that I would receive it 'along with all of the other paperwork upon installation'. I still have yet to receive the warranty. I have never, as I said, signed any Warranty Agreement.Overhead Door states, "Because the doors can't be painted, the mfg. offers the multiple finish colors." We were never, ever, during the entire process, told that the "DOORS CAN'T BE PAINTED." [redacted] knew they were being painted. The female supervisor on the phone knew they were being painted (and assured me that 50% of people who bought them painted them and that they had not heard complaints from those customers), and the installer knew that they were painted. NONE of them told us that they could not be painted. I don't even recall going over the other color options with [redacted] because he knew that we were going to paint them to match our house.Overhead Door states, "It is incorrect for anyone to make a blanket statement that composite doors can be repainted." I am not aware of why this statement is included, or who made this 'blanket statement' that composite doors can be repainted.Overhead Door states, "Mrs. [redacted] contacted us to visit the job and to review the damage and to advise what can be done. That is our responsibility and we are remiss for taking so long. We have scheduled a crew to visit the job on Tuesday, October 10th. Will contact Mr. and Mrs. [redacted] to arrange a time when they will be there." This is not nearly the entire story. I contacted Overhead Door many times, via many communication methods. In turn they: came early (when I wasn't there to meet them) and then didn't tell me, failed to respond to my emails, tried to send the person who installed the doors to inspect his own work, set up another appointment and call time to confirm, and then failed to call or come to that appointment. I would submit that this is very different that being "remiss for taking so long". Additionally, I believe that it is poor service and indeed arrogant to just assume that my husband and I will be available on October 10th. I sincerely hope that we are, and that we do hear from Overhead Door directly, however, so that we can move forward in resolving this issue.Regards,[redacted]