Overhead Door Company of St. Louis

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

]Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@DHPACE.COM
We have recently moved into our new building in the Westport area and designed our showroom to be very inviting and customer friendly. We also train our showroom staff to be very accommodating and...

knowledgeable regarding our product. One of our areas of concern is quoting a door with an unspecific site evaluation, which happened in Mr. [redacted]' case. In the showroom, we were basing our estimate off of a 16 x 7 door from the information Mr. [redacted] gave us, when we had our site inspector visit Mr. [redacted]' residence we found that the door opening, which we use to price and order the door correctly for the highest level of customer satisfaction, happened to be 15' 9" x 7 door opening. This is when the discussions of the price discrepancy arose. We also train our managers to be very cognizant of customer service related issues along with the authority to make decisions to keep customers happy and to maintain our A+ Revdex.com rating. Specifically, myself nor any of my other mangers have had contact with Mr. [redacted] regarding this issue, I am confident that when/if we do there will be a positive result.

I don't have any of that.  Sounds like the customer doesn't either.  I contacted the customer.  She said the name of the company was [redacted].  We are Overhead Door Company of...

St. Louis.  When I called the customer, I had a technician that was only 2 blocks away from her house at another call.  In an effort to be a good Samaritan of a company, I sent the technician over to make sure that she could see our truck and how a good company responded.  She agreed that we were not the company.  I am confused as to why it is my responsibility to get you the details of the company that she did use.  She should have the burden to prove that it was us, if any proof is necessary.  If you follow up with her, I am confident that she will tell you that she made a mistake.Please let me know how else I can be of assistance in getting this matter closed and removed from the record, as it IS an error.Sincerely,[redacted]

I spoke with the Installation Manager after Overhead Door received the complaint.  Overhead Door has refunded me the full amount which I was seeking.  I am satisfied with the outcome and request that this complaint be Closed with Revdex.com.

Initial Business Response /* (1000, 5, 2015/06/01) */
Overhead Door installed a new opener for Mrs. [redacted] on 6/19/2014. On that completed ticket the tech noted that spring system needed some additional work that was not performed at the customers request. In December of 2014, a tech was...

dispatched on a warranty call which turned out to be the lock button on the inside wall console that needed to be disengaged which is not covered under the warranty program, there was a $79 service call charge which is the first part of the $317 refund. On May 1st 2015, a tech was dispatched and performed $247.90, this service call addressed the a fore mentioned spring problem. Also the second part of the total refund. On May 4th a third tech was dispatched and replaced the motor unit under the advice of [redacted] technical support at no charge. After speaking with Mr. [redacted] multiple times(Mrs. [redacted]'s son in law) regarding his displeasure over the charges, he was informed that due to some confusion between the technician's explanation of work performed to Mrs [redacted] Overhead Door was going to refund the entire 247.90. After several more conversations between Mr. [redacted] and Overhead Door regarding the length of time it takes to process a refund, the additional $79 was requested to be refunded due to the correlation of work performed and and timeliness of the original install. In order to provide our customers with top line customer service Overhead Door has also refunded the $79 for a total of $326.90.

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted], VP, Reg Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dhpace.com
I have personally spoken with Mr. [redacted], and we have sent technicians to his residence to evaluate the function of his door....

Further review of the history of this site suggests that we have recommended replacement of this door in the past and made some attempts at short-term solutions to the noise level of the equipment. At this point, I would like to get this resolved as well.
The circumstances of the door, and the space that it has to function in, is unique. There are not as many options as most situations. We will always provide the best solution that is available at the time that the need arises. In order to resolve this issue completely, it will be necessary to replace this door. I am more than willing to negotiate a fair solution to this complaint.
The full set of circumstances are not outlined clearly, and I believe it will take more communication between Mr. [redacted] and myself to resolve this fully. I have made an attempt at contacting him, and left a message that included my cell number. I look forward to discussing this matter further and coming to a reasonable resolution.
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2016/01/21) */
I have collaborated with [redacted] with satisfactory results in which Mr. [redacted] has greatly assisted in the resolution of my concerns. I appreciate his efforts and Over Head Door for the resolution.

Initial Business Response /* (1000, 5, 2015/12/28) */
Contact Name and Title: [redacted], VP, Reg Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dhpace.com
I have personally spoken with Mr. [redacted], and we have sent technicians to his residence to evaluate the function of...

his door. Further review of the history of this site suggests that we have recommended replacement of this door in the past and made some attempts at short-term solutions to the noise level of the equipment. At this point, I would like to get this resolved as well.
The circumstances of the door, and the space that it has to function in, is unique. There are not as many options as most situations. We will always provide the best solution that is available at the time that the need arises. In order to resolve this issue completely, it will be necessary to replace this door. I am more than willing to negotiate a fair solution to this complaint.
The full set of circumstances are not outlined clearly, and I believe it will take more communication between Mr. [redacted] and myself to resolve this fully. I have made an attempt at contacting him, and left a message that included my cell number. I look forward to discussing this matter further and coming to a reasonable resolution.
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2016/01/21) */
I have collaborated with [redacted] with satisfactory results in which Mr. [redacted] has greatly assisted in the resolution of my concerns. I appreciate his efforts and Over Head Door for the resolution.

Final Consumer Response /* (2000, 7, 2016/02/08) */

Initial Business Response /* (1000, 5, 2014/12/24) */
We have been in contact with this customer, and are working to resolve all issues. The desired outcome will be the minimum resolution. Overhead Door Company of St. Louis has been in conversation directed toward the right solution since...

the problem occurred. We are also addressing the complaint regarding our contracted answering service.
I will update this response as the issue is resolved.
Sincerely,
[redacted]

Always happy with install or repair or maintenance on any of our Overhead Doors.

These guys were very professional and knowledgeable. I think their prices are fair for the workmanship they provide. They were at my house late at night and were happy to help. They even had another call to go to later that night! We ended up purchasing a new door at a reasonable price and they even gave us a discount on the service call.

Initial Business Response /* (1000, 5, 2015/01/06) */
We have contacted Mr. [redacted] regarding this incident. He relayed that he did not want a refund as stated in this case.
We offered to perform a preventive maintenance in lieu of the refund, which he accepted at no cost to him. ...


In the case of product failure, it is always best for us to be able to examine the product and the situation in order to maintain quality control standards with our manufacturers. We spend a great deal of energy, and have a great deal of pride in our products and services. We do not, however, manufacture any products, and therefore have to rely on our vendors to maintain their standards as well. We play a role in this, and do everything that is possible to relay this type of information when necessary.
In the case of Mr. [redacted], we were not involved in the replacement and therefore, were not able to take these steps to insure the product quality.
If we can be of further assistance to Mr. [redacted], we would be happy to.
Sincerely,
[redacted]
Vice President, General Manager