Specialty Door Service Inc

Complaint: ***
I am rejecting this response because: Am not certain as to how I reject the company's response to my claim against them to fix/repair/effect usage of one remote to function opening and closing the garage door which they installed for $and later a keypad. The reply is Double Talk, obviously covering their 'hinny'.Trickery is evident when they plea 'not guilty' via citing that my wife signed the invoice. At that time she had no idea that the remote flaw would develop at a later time.They admit the necessary programming was not made, yet they insist is not their function nor responsibility. Common sense would dictate that when an item is purchased and also installed, both factored into the invoice.How can they possible and rationally sustain that it is our problem that the keypad does not work because programming of the motor to the remote was not effected? Is a rather mundane analogy, but it is akin to selling a car without tires. I continue to file my complaint with the Revdex.com on the basis of customer service deviance in providing COMPLETE functioning of the product they sold to us. *** * ***
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]It is totally amazing to me that a company denies being responsible for a product and subsequent service that was not entirely complete.  This company installed a new door, later a new keypad, yet failed to implement appropriate programming so our two remotes worked.  One does, another doesn't.  Therefore after considerable expense of $500 for new door and subsequent service call replacing keypad billed for $200, we are unable to operate one remote hence must manually open and close door.Company sustains its brash uncompromising mode and manner and should be reprimanded by appropriate governmental authorities.  We are going to initiate a Small Claims Court action to effect proper working of this remote.

In 2014, we did indeed provide and install a new garage door for ** & [redacted]. The job went well and there were no issues upon completion. Approximately 7-1/2 months later, we received a phone call that they wanted a new Genie keypad to be installed and programmed. We special ordered one (we only...

provide LiftMaster operators, remotes, etc.) and went out 2 days later to install and program it. We completed that work, the keypad was working, and the customer paid and signed off on the work (our back-up that everything is complete, we did as we were requested, the charges were discussed and agreed upon, and the customer is satisfied). After speaking to ** on the phone more recently, we agreed at that time the remotes were working; however, that is not something we would have checked during that keypad installation. We were told the wire to their existing keypad broke off and they needed a new one - so we corrected that issue. Unfortunately, if we start testing and checking every aspect on every door and operator that we get a service call on, without any request from the customer or concerns that something is not working correctly, then we would spend additional (and most of the time, unnecessary) time at each job and have to then pass along additional charges. Most customers would not be happy about that. Additionally, if there was no issue with the remotes when we went to work on the keypad, we would not be able to predict that soon after, it would quit working. I sent programming instructions to try to avoid another service call charge, and I let him know he could call me to go over it and I would be happy to help. I have gotten some fairly rude responses and received additional harassing emails yesterday evening. I understand the frustration of having a garage door with an operator and remote, and not being able to utilize it; however, it is not something that we should have to take care of as a courtesy - there were no issues with it at either of our visits and we did not provide the remotes or operator in the first place (only the door and the keypad). We try really hard to go above and beyond to help our customers, and even given the poor attitude and rude approach taken by this customer over the phone initially, I still opted to try to help him program via instructions and a phone call to avoid the service call which he thought was unreasonable. We were there last JULY to program a KEYPAD, and they called in FEBRUARY to let us know their REMOTE was not working - something we have never serviced, programmed, or provided for this customer. I suggested he could call the installer of the operator and remotes in the first place, and maybe they would be willing to warranty it in some way, but that given the timeframe it was unlikely. And he did not realize that was done by another company and said he needed to look into who that was completed by. At some point before providing the instructions to him, we were n the same page and in agreeance that this was not our fault. Upon not getting him the programming instructions quickly enough, his tone once again significantly changed, back to the original hostile attitude. I want them to have a working remote, but we cannot just do courtesy service calls for every customer who wants to accuse us of the issue being their fault to receive free help. I attached copies of our email correspondences, as well as the initial keypad request and our invoice for that work. You will see [redacted]'s signature, their request upon calling it, and the technician's work completed. If anything else is needed, I am happy to provide it. I have nothing to hide here and want this issue to be resolved, and all parties to understand.

I believe I have stated our case in a way that explains everything entirely and clearly. I have nothing further to say, but I choose to stand my ground. It is unfortunate that Mr. [redacted] is unable to take a step back and understand that we are not at fault for this. I continue to receive rude, harassing emails and threats about taking us to small claims court. I have not responded to any of these emails, as we do not wish to continue to have the same discussion without accomplishing anything, or to be treated in a negative manner. I have chosen to leave it alone at this point and let people who read this, and the Revdex.com, make their own decision on the situation. Thank you.