*** I have completed my research on this job and it appears to me that the door we think we installed should match her existing door real close if not perfect. It is possible that we installed a door other than the one we think. If we could receive a picture of the two doors we
could figure that out and if that is the case we will gladly change out our mistake. Attached is a copy of her signed deposit check with our invoice for the door we think we installed. Sincerely, Dave BSc***President/CEOLodi Garage Doors & More602-269-0888Fax [email protected], AZ
I told salesman that I wanted same
color as my old door and it' not He wrote out order and put in color He must have put in wrong color This is not what I ordered They can come out and replace the panels with the correct color and resell the other door Didn't seem to be that hard of a fix tome, I don' know why they are being so stuberen about this They advertise the owners are doing what it takes to ensure there' "ONLY SATISIFIED CUSTOMERS" I guess that' just a lie because I am not a SATISIFIED customer
Mrs***. I appreciate you bringing these issues to the forefront, as I reassure you that is not how our process works. I will try to address what I believe are the four issue as I’ve read in your complaint. Issue #1: I have talked to the install manager, and he has
expressed his concerns to the installer. Complaining about his rate of pay during an install is unacceptable. Issue #2: With regards to ordering the section, it was ordered quickly by sales, only to find that supplier did not order the product nor did they inform us that the order was not placed. I have talked to our purchasing department, and they will be working with the supplier to make sure this does not happen again. Issue #3: Customer Service had no idea of the order. The reason being is that the customer service representative talked to the supplier and the supplier had no answer. This explains why the customer service department did not have an answer for you as they could see the product was order, but had no answer why the product was not here. Again, it is unacceptable that the supplier just drop the ball, and could not provide an answer as to the order of product. Our purchasing department will be working closely with our supplier on updating the current process. Issue 4: Call Backs: I’ve informed *** that it is unacceptable not to answer nor not to return the customer’s call. He has been put on notice, therefore there will be a hour response from when he receives the call to when he responds to the customer needs. We have been in business since 1982, and customer satisfaction has always been “number one”. I can appreciate you bringing these issues to the forefront, and even though we have documented processes, we need to continue re-visit the processes on a bi-monthly basis. Please free feel to call me if you would like to further discuss the issues. Sincerely, *** ** ***VP RCS Division
Talked to the customer, and our first step is to receive pictures of the garage doors from the home owner. Once I receive the picture's, then we can assess the situation as to what types of wood (*** ** ***) is needed to repair the garage doorThe customer and I will discuss how
and when the garage doors can be repaired
I have included a more detailed account of the events for you to reviewThe supposition that the delay in order was as a result of the supplier is completely unfoundedWhen I called the day after my garage door was installed I spoke to *** directlyWhen I called back weeks later I spoke to *** directly even though she tried to avoid my call as well*** failed to place the order *** told me she had no idea what I was talking about and she never approved me for a replacement panel, *** told me that she would have to see what she could do since it had been so long and she wasn't sure if she could help me anymoreJENIFER did all of those things not the manufacturerAfter the second weeks I called *** show again never returned my call and then I reluctantly called Jenifer again who told me should could not see the status of the order at all because she does not have accessI find it very hard to believe that was trueJenifer promised to call me back with a status which she or *** never did they allowed the scheduler to call me because they were unwilling to take ownership for their mistakesI hope that upon review of the detailed accounting outlined in the attachment that a resolution can actually be reached however given the fact that the *** cant even spell my name right when they responded, or the fact that *** offered for me to call directly but failed to provide contact information, and the fact that they failed to respond until they received escalated promoting by the Revdex.com, my faith actually finding a meaningful resolution is dwindling
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this is an acceptable start to resolving the matter. We submitted photos of both garage doors per request of Mario (Sr VP)The owner of the company did not contact me per my request. However, I am satisfied with Mario contacting me (he is the Sr VP), to work on resolving the matter with the garage doors. I will wait for Mario's response, and next steps, after reviewing the photos.
Regards,
*** ***
Customer ordered almond, and received almond, customer spent a great deal of time selecting the color she wanted and then she signed for the color she selected and we verified that the color installed was the color she selected.Don't really know what else to do.
I will call Mrs [redacted] to see what I can do for her Sincerely [redacted] [redacted]
*** I have completed my research on this job and it appears to me that the door we think we installed should match her existing door real close if not perfect. It is possible that we installed a door other than the one we think. If we could receive a picture of the two doors we
could figure that out and if that is the case we will gladly change out our mistake. Attached is a copy of her signed deposit check with our invoice for the door we think we installed. Sincerely, Dave BSc***President/CEOLodi Garage Doors & More602-269-0888Fax [email protected], AZ
I told salesman that I wanted same
color as my old door and it' not He wrote out order and put in color He must have put in wrong color This is not what I ordered They can come out and replace the panels with the correct color and resell the other door Didn't seem to be that hard of a fix tome, I don' know why they are being so stuberen about this They advertise the owners are doing what it takes to ensure there' "ONLY SATISIFIED CUSTOMERS" I guess that' just a lie because I am not a SATISIFIED customer
Mrs***. I appreciate you bringing these issues to the forefront, as I reassure you that is not how our process works. I will try to address what I believe are the four issue as I’ve read in your complaint. Issue #1: I have talked to the install manager, and he has
expressed his concerns to the installer. Complaining about his rate of pay during an install is unacceptable. Issue #2: With regards to ordering the section, it was ordered quickly by sales, only to find that supplier did not order the product nor did they inform us that the order was not placed. I have talked to our purchasing department, and they will be working with the supplier to make sure this does not happen again. Issue #3: Customer Service had no idea of the order. The reason being is that the customer service representative talked to the supplier and the supplier had no answer. This explains why the customer service department did not have an answer for you as they could see the product was order, but had no answer why the product was not here. Again, it is unacceptable that the supplier just drop the ball, and could not provide an answer as to the order of product. Our purchasing department will be working closely with our supplier on updating the current process. Issue 4: Call Backs: I’ve informed *** that it is unacceptable not to answer nor not to return the customer’s call. He has been put on notice, therefore there will be a hour response from when he receives the call to when he responds to the customer needs. We have been in business since 1982, and customer satisfaction has always been “number one”. I can appreciate you bringing these issues to the forefront, and even though we have documented processes, we need to continue re-visit the processes on a bi-monthly basis. Please free feel to call me if you would like to further discuss the issues. Sincerely, *** ** ***VP RCS Division
Talked to the customer, and our first step is to receive pictures of the garage doors from the home owner. Once I receive the picture's, then we can assess the situation as to what types of wood (*** ** ***) is needed to repair the garage doorThe customer and I will discuss how
and when the garage doors can be repaired
I have included a more detailed account of the events for you to reviewThe supposition that the delay in order was as a result of the supplier is completely unfoundedWhen I called the day after my garage door was installed I spoke to *** directlyWhen I called back weeks later I spoke to *** directly even though she tried to avoid my call as well*** failed to place the order *** told me she had no idea what I was talking about and she never approved me for a replacement panel, *** told me that she would have to see what she could do since it had been so long and she wasn't sure if she could help me anymoreJENIFER did all of those things not the manufacturerAfter the second weeks I called *** show again never returned my call and then I reluctantly called Jenifer again who told me should could not see the status of the order at all because she does not have accessI find it very hard to believe that was trueJenifer promised to call me back with a status which she or *** never did they allowed the scheduler to call me because they were unwilling to take ownership for their mistakesI hope that upon review of the detailed accounting outlined in the attachment that a resolution can actually be reached however given the fact that the *** cant even spell my name right when they responded, or the fact that *** offered for me to call directly but failed to provide contact information, and the fact that they failed to respond until they received escalated promoting by the Revdex.com, my faith actually finding a meaningful resolution is dwindling
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this is an acceptable start to resolving the matter. We submitted photos of both garage doors per request of Mario (Sr VP)The owner of the company did not contact me per my request. However, I am satisfied with Mario contacting me (he is the Sr VP), to work on resolving the matter with the garage doors. I will wait for Mario's response, and next steps, after reviewing the photos.
Regards,
*** ***
Customer ordered almond, and received almond, customer spent a great deal of time selecting the color she wanted and then she signed for the color she selected and we verified that the color installed was the color she selected.Don't really know what else to do.
I will call Mrs. [redacted] to see what I can do for her. Sincerely [redacted] [redacted]