From: [redacted] Sent: Monday, February 03, 1:PMTo: [redacted] Subject: [redacted] *** When I had talked with [redacted] on Monday, she was extremely upset that she had a problem with her door over the weekend and that with her email to us, we didn’t respond over the weekend She called first thing Monday morning and when she was told that I was on another line, she got mad and called another door company When I talked with her later that day, she had told me that she had another company fix it and was extremely upset with us Said she would never use us again I apologized and told her that I would look into the problem I told her we were extremely busy and I would not be able to look into the matter that day She said that she understood and that wasn’t a problem, she just wanted to bring it to someone’s attention I at no point remember promising that I would call back the next day I did look into the problem and seen that [redacted] l was the Techthat went to her house If she tried to contact us using the pager that weekend, that was the last weekend that we used the pager due to the numerous problems of it never working right I do admit that I didn’t give her a timely response of her complaint partially due to the inclement weather and also wanting to talk with [redacted] l about it first even though she didn’t express wanting it resolved ASAP As far as other things that I see wrong with the whole thing is, we use spray from “National Door Company” that is designed specifically for use on garage doors Therefore, the other company was only trying to add fuel to the fire trying to make us look bad Also the $price is used for customers who set up service on our website I do not see anything as to where she set it up on line As a matter of fact, she had originally called it in to me saying she had a problem with her operator in the cold weather No company has a way of knowing when a torsion spring is going to break Also there isn’t any type of lubricant that would cause a spring to break I feel that she is more upset with not getting someone out to fix her broken spring that weekend and is now not happy with what we charged her to service and adjust her door because it wasn’t working good in cold weather She paid that bill and I never once heard anything about us not being there but a few minutes and we charged too much Thanks,
[redacted] Thanks for all your help but this is my final response I have no more proof than I have submitted - my cancelled check and a print out of Overhead Door's web ad that I copied to send to you As I have said, I contacted them via their web page the weekend of Jan 11-(either Sator Sunday - I am not sure at this point if it were Sator Sunday) I filled out their form and submitted it to them and they responded someone would be in contact with me I did not copy either of these and I don't know how to find this info on my computer since, I assume, it was not an email and was on their form I am guessing I could call a computer tec who would know how to seach my computer and find the exact time and date when this contact was made I had really thought Overhead would go to their program and it would show them that I had done exactly what I said I did Obviously, theydo have a record of my calling them on the phone the first of the week and made an appointment since I did not get anymore response from them on the web The Tec came out on Tues, Jan14th as my cancelled check will verify For them to say I first called them and then filled out the form on the web makes no sense At least, apparently, they are acknowledging I did fill out their form - just denying the timeline I made several mistakes - first, not copying my request via the web, second, not asking their tec to leave when upon walking into my garage, immediately stating "I can tell you what's wrong, but you won't like it Your garage door needs to be replaced and I can do that It's too heavy and the opener can't handle it." I knew that was wrong, but I was so surprised at his remark, I didn't act Then when he told me my charge was $and he had done nothing, other than spray the rollers (which were the problem) and leave I should have called the office and refused to pay until I could talk with someone in charge....again, my mistake I did try to address these issues with the office and talked with several people there, including, I assume, the Manager - who promised to check into it and get back to me and told me when he would contact me That time came and went and I have heard nothing from them to this dayIt was then I turned to you for help I did contact another company and they corrected my problem It would have been simple for Overhead to tell me the rollers needed replacing - charge me for replacing them and the service call That would have made the call more than the $that I paid The wear and tear on the springs may have been too much for too long and they certainly could have broken later after the call - the tec may not have been able to tell they were a problem, but he certainly could have told the rollers were bad - that's the first thing a qualified tec should have considered This lesson cost me $105, but more than that - it cost me the trust and respect I had for a company that I thought was honest and professional At this point, I don't want nor expect anything from Overhead DoorsHowever you need to close this file, please do soIt's time to move on
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] *** [redacted] Thanks for trying to help me with this issue - should have never gone this far I would appreciate your posting the fact that they have an unresolved dispute I always check your site before hiring someone new and depend upon it I didn't this time since I have done business with them - the first time over years ago and then a couple of times when I needed work done on my garage door/opener and while I knew they tend to be more expensive, was pleased with their workIf you will read my response, you will see, I don't want anything from them - what I wanted to begin with was their manager to send someone out to correct my problem - or at least, call back as he promised The responses they have given have really given me an insight to their method of doing business and I am sorry Thanks again, [redacted] ***
To receive the $tune up special the service has to be requested through the website via emailWhile her follow up correspondence was through email her initial contact was by phone and our rate is $When the technician left the door was operabledays later the spring brokeWith
the unseasonably cold weather which fatigues metal there is no way to tell when that could happenUnfortunate and untimely but in no way could be predicted
As for the call back, as I stated with the cold weather we have been flooded with calls and we try to handle every situation as fast and as professionally as possible
Our company has been in business since and for one of our competitors to suggest our using the wrong spray and we misdiagnosed the problem is disappointingHowever, when you are the leader in your industry, you have wannabe's taking shots at youIs this other company a member of the Revdex.com?
To summarize, we dispatched, assessed, presented options, corrected the problem at the timeCharged for our service
---------- Forwarded message ----------
From: *** *** ***
Date: Thu, Apr 17, at 9:AM
Subject: *** *** ***
To: *** *** ***
***
This is our last correspondence regarding this matterIf *** *** believe she is do monies back even though we provided service, have cost associated with getting a truck to her house, payroll for the technician and manager who takes the calls, cost of materials used to repair the door, etcPlease let me know what she thinks is fair.
In regards to how the Revdex.com handles cases, the lack of an independent party to review the matter makes it difficult to resolve he said, she said scenarios.
I believe our standing in the community since speaks for itself and hope this is resolved
*** ***
Overhead Door Coof Greenville Inc
Overhead Door Coof The High Country
*** *** *** *** *** *** *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
[redacted]
Thanks for trying to help me with this issue - should have never gone this far. I would appreciate your posting the fact that they have an unresolved dispute. I always check your site before hiring someone new and depend upon it. I didn't this time since I have done business with them - the first time over 20 years ago and then a couple of times when I needed work done on my garage door/opener and while I knew they tend to be more expensive, was pleased with their work. If you will read my response, you will see, I don't want anything from them - what I wanted to begin with was their manager to send someone out to correct my problem - or at least, call back as he promised. The responses they have given have really given me an insight to their method of doing business and I am sorry.
Thanks for all your help but this is my final response.
I have no more proof than I have submitted - my cancelled check and a print out of Overhead Door's web ad that I copied to send to you. As I have said, I contacted them via their web page the weekend of Jan 11-12 (either Sat. or Sunday - I am not sure at this point if it were Sat. or Sunday). I filled out their form and submitted it to them and they responded someone would be in contact with me. I did not copy either of these and I don't know how to find this info on my computer since, I assume, it was not an email and was on their form. I am guessing I could call a computer tec who would know how to seach my computer and find the exact time and date when this contact was made. I had really thought Overhead would go to their program and it would show them that I had done exactly what I said I did. Obviously, theydo have a record of my calling them on the phone the first of the week and made an appointment since I did not get anymore response from them on the web. The Tec came out on Tues. , Jan. 14th as my cancelled check will verify. For them to say I first called them and then filled out the form on the web makes no sense. At least, apparently, they are acknowledging I did fill out their form - just denying the timeline.
I made several mistakes - first, not copying my request via the web, second, not asking their tec to leave when upon walking into my garage, immediately stating "I can tell you what's wrong, but you won't like it. Your garage door needs to be replaced and I can do that. It's too heavy and the opener can't handle it." I knew that was wrong, but I was so surprised at his remark, I didn't act. Then when he told me my charge was $105 and he had done nothing, other than spray the rollers (which were the problem) and leave. I should have called the office and refused to pay until I could talk with someone in charge....again, my mistake. I did try to address these issues with the office and talked with several people there, including, I assume, the Manager - who promised to check into it and get back to me and told me when he would contact me. That time came and went and I have heard nothing from them to this day. It was then I turned to you for help.
I did contact another company and they corrected my problem. It would have been simple for Overhead to tell me the rollers needed replacing - charge me for replacing them and the service call. That would have made the call more than the $105 that I paid. The wear and tear on the springs may have been too much for too long and they certainly could have broken later after the call - the tec may not have been able to tell they were a problem, but he certainly could have told the rollers were bad - that's the first thing a qualified tec should have considered.
This lesson cost me $105, but more than that - it cost me the trust and respect I had for a company that I thought was honest and professional.
At this point, I don't want nor expect anything from Overhead Doors. However you need to close this file, please do so. It's time to move on.
From: [redacted] Sent: Monday, February 03, 2014 1:09 PMTo: [redacted]Subject:[redacted]
When I had talked with [redacted] on Monday, she was extremely upset that she had a problem with her door over the weekend and that with her email to us, we didn’t respond over the weekend. She called first thing Monday morning and when she was told that I was on another line, she got mad and called another door company. When I talked with her later that day, she had told me that she had another company fix it and was extremely upset with us. Said she would never use us again. I apologized and told her that I would look into the problem. I told her we were extremely busy and I would not be able to look into the matter that day. She said that she understood and that wasn’t a problem, she just wanted to bring it to someone’s attention. I at no point remember promising that I would call back the next day.
I did look into the problem and seen that [redacted]l was the Tech. that went to her house. If she tried to contact us using the pager that weekend, that was the last weekend that we used the pager due to the numerous problems of it never working right. I do admit that I didn’t give her a timely response of her complaint partially due to the inclement weather and also wanting to talk with [redacted]l about it first even though she didn’t express wanting it resolved ASAP.
As far as other things that I see wrong with the whole thing is, we use spray from “National Door Company” that is designed specifically for use on garage doors. Therefore, the other company was only trying to add fuel to the fire trying to make us look bad. Also the $79 price is used for customers who set up service on our website. I do not see anything as to where she set it up on line. As a matter of fact, she had originally called it in to me saying she had a problem with her operator in the cold weather. No company has a way of knowing when a torsion spring is going to break. Also there isn’t any type of lubricant that would cause a spring to break.
I feel that she is more upset with not getting someone out to fix her broken spring that weekend and is now not happy with what we charged her to service and adjust her door because it wasn’t working good in cold weather. She paid that bill and I never once heard anything about us not being there but a few minutes and we charged too much.
Got your response from Overhead doors on my complaint. I did send my comment back to you, but wanted to add this...
They stated the $79.00 was for on line only......I had noted in my response back that I had contacted them by going on the web and pulling up THEIR form to fill out. If they will check, they will find that entry on Sunday, Jan. 12th. On THEIR form, I stated my problem and ask that someone contact me. I, almost immediately, got a response back from them stating they had received my request and someone would be back to me. It was a computer generated notice from them. I never heard anything from them - so I called them the next day. SO - my initial contact WAS via the web and I would have made an appointment IF they had contacted me as they had indicated. I'm sorry but I didn't keep copies of those contacts, I will have to trust they will be honest when they check and find exactly what I am saying did happen.
I owned my own business for over 30 years, so I understand what it takes to have a successful company and know that you can't please everyone. However, when I told someone I would call them/contact them, I made sure I kept that promise. A company is only as good as the promises they make...and keep.
As far as the spray is concerned - after I was told it was not the right kind of spray - being an appraiser, I checked. I found most comments/reviews did state the negatives in using that particular spray and explained the problem with using it. Those comments were exactly what the other tec told me.
I appreciate your contacting Overhead for me and presenting my position. I am sorry they have responded in this manner, but I have always found the way a company/person handles problems tells alot about their character.
From: [redacted] Sent: Monday, February 03, 1:PMTo: [redacted] Subject: [redacted] *** When I had talked with [redacted] on Monday, she was extremely upset that she had a problem with her door over the weekend and that with her email to us, we didn’t respond over the weekend She called first thing Monday morning and when she was told that I was on another line, she got mad and called another door company When I talked with her later that day, she had told me that she had another company fix it and was extremely upset with us Said she would never use us again I apologized and told her that I would look into the problem I told her we were extremely busy and I would not be able to look into the matter that day She said that she understood and that wasn’t a problem, she just wanted to bring it to someone’s attention I at no point remember promising that I would call back the next day I did look into the problem and seen that [redacted] l was the Techthat went to her house If she tried to contact us using the pager that weekend, that was the last weekend that we used the pager due to the numerous problems of it never working right I do admit that I didn’t give her a timely response of her complaint partially due to the inclement weather and also wanting to talk with [redacted] l about it first even though she didn’t express wanting it resolved ASAP As far as other things that I see wrong with the whole thing is, we use spray from “National Door Company” that is designed specifically for use on garage doors Therefore, the other company was only trying to add fuel to the fire trying to make us look bad Also the $price is used for customers who set up service on our website I do not see anything as to where she set it up on line As a matter of fact, she had originally called it in to me saying she had a problem with her operator in the cold weather No company has a way of knowing when a torsion spring is going to break Also there isn’t any type of lubricant that would cause a spring to break I feel that she is more upset with not getting someone out to fix her broken spring that weekend and is now not happy with what we charged her to service and adjust her door because it wasn’t working good in cold weather She paid that bill and I never once heard anything about us not being there but a few minutes and we charged too much Thanks,
[redacted] Thanks for all your help but this is my final response I have no more proof than I have submitted - my cancelled check and a print out of Overhead Door's web ad that I copied to send to you As I have said, I contacted them via their web page the weekend of Jan 11-(either Sator Sunday - I am not sure at this point if it were Sator Sunday) I filled out their form and submitted it to them and they responded someone would be in contact with me I did not copy either of these and I don't know how to find this info on my computer since, I assume, it was not an email and was on their form I am guessing I could call a computer tec who would know how to seach my computer and find the exact time and date when this contact was made I had really thought Overhead would go to their program and it would show them that I had done exactly what I said I did Obviously, theydo have a record of my calling them on the phone the first of the week and made an appointment since I did not get anymore response from them on the web The Tec came out on Tues, Jan14th as my cancelled check will verify For them to say I first called them and then filled out the form on the web makes no sense At least, apparently, they are acknowledging I did fill out their form - just denying the timeline I made several mistakes - first, not copying my request via the web, second, not asking their tec to leave when upon walking into my garage, immediately stating "I can tell you what's wrong, but you won't like it Your garage door needs to be replaced and I can do that It's too heavy and the opener can't handle it." I knew that was wrong, but I was so surprised at his remark, I didn't act Then when he told me my charge was $and he had done nothing, other than spray the rollers (which were the problem) and leave I should have called the office and refused to pay until I could talk with someone in charge....again, my mistake I did try to address these issues with the office and talked with several people there, including, I assume, the Manager - who promised to check into it and get back to me and told me when he would contact me That time came and went and I have heard nothing from them to this dayIt was then I turned to you for help I did contact another company and they corrected my problem It would have been simple for Overhead to tell me the rollers needed replacing - charge me for replacing them and the service call That would have made the call more than the $that I paid The wear and tear on the springs may have been too much for too long and they certainly could have broken later after the call - the tec may not have been able to tell they were a problem, but he certainly could have told the rollers were bad - that's the first thing a qualified tec should have considered This lesson cost me $105, but more than that - it cost me the trust and respect I had for a company that I thought was honest and professional At this point, I don't want nor expect anything from Overhead DoorsHowever you need to close this file, please do soIt's time to move on
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] *** [redacted] Thanks for trying to help me with this issue - should have never gone this far I would appreciate your posting the fact that they have an unresolved dispute I always check your site before hiring someone new and depend upon it I didn't this time since I have done business with them - the first time over years ago and then a couple of times when I needed work done on my garage door/opener and while I knew they tend to be more expensive, was pleased with their workIf you will read my response, you will see, I don't want anything from them - what I wanted to begin with was their manager to send someone out to correct my problem - or at least, call back as he promised The responses they have given have really given me an insight to their method of doing business and I am sorry Thanks again, [redacted] ***
To receive the $tune up special the service has to be requested through the website via emailWhile her follow up correspondence was through email her initial contact was by phone and our rate is $When the technician left the door was operabledays later the spring brokeWith
the unseasonably cold weather which fatigues metal there is no way to tell when that could happenUnfortunate and untimely but in no way could be predicted
As for the call back, as I stated with the cold weather we have been flooded with calls and we try to handle every situation as fast and as professionally as possible
Our company has been in business since and for one of our competitors to suggest our using the wrong spray and we misdiagnosed the problem is disappointingHowever, when you are the leader in your industry, you have wannabe's taking shots at youIs this other company a member of the Revdex.com?
To summarize, we dispatched, assessed, presented options, corrected the problem at the timeCharged for our service
---------- Forwarded message ----------
From: *** *** ***
Date: Thu, Apr 17, at 9:AM
Subject: *** *** ***
To: *** *** ***
***
This is our last correspondence regarding this matterIf *** *** believe she is do monies back even though we provided service, have cost associated with getting a truck to her house, payroll for the technician and manager who takes the calls, cost of materials used to repair the door, etcPlease let me know what she thinks is fair.
In regards to how the Revdex.com handles cases, the lack of an independent party to review the matter makes it difficult to resolve he said, she said scenarios.
I believe our standing in the community since speaks for itself and hope this is resolved
*** ***
Overhead Door Coof Greenville Inc
Overhead Door Coof The High Country
*** *** *** *** *** *** *** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint.
Regards,
[redacted]
[redacted]
Thanks for trying to help me with this issue - should have never gone this far. I would appreciate your posting the fact that they have an unresolved dispute. I always check your site before hiring someone new and depend upon it. I didn't this time since I have done business with them - the first time over 20 years ago and then a couple of times when I needed work done on my garage door/opener and while I knew they tend to be more expensive, was pleased with their work. If you will read my response, you will see, I don't want anything from them - what I wanted to begin with was their manager to send someone out to correct my problem - or at least, call back as he promised. The responses they have given have really given me an insight to their method of doing business and I am sorry.
Thanks again,
[redacted]
[redacted]
Thanks for all your help but this is my final response.
I have no more proof than I have submitted - my cancelled check and a print out of Overhead Door's web ad that I copied to send to you. As I have said, I contacted them via their web page the weekend of Jan 11-12 (either Sat. or Sunday - I am not sure at this point if it were Sat. or Sunday). I filled out their form and submitted it to them and they responded someone would be in contact with me. I did not copy either of these and I don't know how to find this info on my computer since, I assume, it was not an email and was on their form. I am guessing I could call a computer tec who would know how to seach my computer and find the exact time and date when this contact was made. I had really thought Overhead would go to their program and it would show them that I had done exactly what I said I did. Obviously, theydo have a record of my calling them on the phone the first of the week and made an appointment since I did not get anymore response from them on the web. The Tec came out on Tues. , Jan. 14th as my cancelled check will verify. For them to say I first called them and then filled out the form on the web makes no sense. At least, apparently, they are acknowledging I did fill out their form - just denying the timeline.
I made several mistakes - first, not copying my request via the web, second, not asking their tec to leave when upon walking into my garage, immediately stating "I can tell you what's wrong, but you won't like it. Your garage door needs to be replaced and I can do that. It's too heavy and the opener can't handle it." I knew that was wrong, but I was so surprised at his remark, I didn't act. Then when he told me my charge was $105 and he had done nothing, other than spray the rollers (which were the problem) and leave. I should have called the office and refused to pay until I could talk with someone in charge....again, my mistake. I did try to address these issues with the office and talked with several people there, including, I assume, the Manager - who promised to check into it and get back to me and told me when he would contact me. That time came and went and I have heard nothing from them to this day. It was then I turned to you for help.
I did contact another company and they corrected my problem. It would have been simple for Overhead to tell me the rollers needed replacing - charge me for replacing them and the service call. That would have made the call more than the $105 that I paid. The wear and tear on the springs may have been too much for too long and they certainly could have broken later after the call - the tec may not have been able to tell they were a problem, but he certainly could have told the rollers were bad - that's the first thing a qualified tec should have considered.
This lesson cost me $105, but more than that - it cost me the trust and respect I had for a company that I thought was honest and professional.
At this point, I don't want nor expect anything from Overhead Doors. However you need to close this file, please do so. It's time to move on.
From: [redacted] Sent: Monday, February 03, 2014 1:09 PMTo: [redacted]Subject:[redacted]
When I had talked with [redacted] on Monday, she was extremely upset that she had a problem with her door over the weekend and that with her email to us, we didn’t respond over the weekend. She called first thing Monday morning and when she was told that I was on another line, she got mad and called another door company. When I talked with her later that day, she had told me that she had another company fix it and was extremely upset with us. Said she would never use us again. I apologized and told her that I would look into the problem. I told her we were extremely busy and I would not be able to look into the matter that day. She said that she understood and that wasn’t a problem, she just wanted to bring it to someone’s attention. I at no point remember promising that I would call back the next day.
I did look into the problem and seen that [redacted]l was the Tech. that went to her house. If she tried to contact us using the pager that weekend, that was the last weekend that we used the pager due to the numerous problems of it never working right. I do admit that I didn’t give her a timely response of her complaint partially due to the inclement weather and also wanting to talk with [redacted]l about it first even though she didn’t express wanting it resolved ASAP.
As far as other things that I see wrong with the whole thing is, we use spray from “National Door Company” that is designed specifically for use on garage doors. Therefore, the other company was only trying to add fuel to the fire trying to make us look bad. Also the $79 price is used for customers who set up service on our website. I do not see anything as to where she set it up on line. As a matter of fact, she had originally called it in to me saying she had a problem with her operator in the cold weather. No company has a way of knowing when a torsion spring is going to break. Also there isn’t any type of lubricant that would cause a spring to break.
I feel that she is more upset with not getting someone out to fix her broken spring that weekend and is now not happy with what we charged her to service and adjust her door because it wasn’t working good in cold weather. She paid that bill and I never once heard anything about us not being there but a few minutes and we charged too much.
Thanks,
[redacted]
Got your response from Overhead doors on my complaint. I did send my comment back to you, but wanted to add this...
They stated the $79.00 was for on line only......I had noted in my response back that I had contacted them by going on the web and pulling up THEIR form to fill out. If they will check, they will find that entry on Sunday, Jan. 12th. On THEIR form, I stated my problem and ask that someone contact me. I, almost immediately, got a response back from them stating they had received my request and someone would be back to me. It was a computer generated notice from them. I never heard anything from them - so I called them the next day. SO - my initial contact WAS via the web and I would have made an appointment IF they had contacted me as they had indicated. I'm sorry but I didn't keep copies of those contacts, I will have to trust they will be honest when they check and find exactly what I am saying did happen.
I owned my own business for over 30 years, so I understand what it takes to have a successful company and know that you can't please everyone. However, when I told someone I would call them/contact them, I made sure I kept that promise. A company is only as good as the promises they make...and keep.
As far as the spray is concerned - after I was told it was not the right kind of spray - being an appraiser, I checked. I found most comments/reviews did state the negatives in using that particular spray and explained the problem with using it. Those comments were exactly what the other tec told me.
I appreciate your contacting Overhead for me and presenting my position. I am sorry they have responded in this manner, but I have always found the way a company/person handles problems tells alot about their character.
Thanks again,