Spokane Overhead Door, Inc.

Mr*** informed our installed that he had a fire and the garage was rebuilt with a new header prior to our installing a new door and opener, we did not install his headerWhen we installed the job in June of 2014, Mr*** was happy and the door sealed fineIn Oct 2015, which our warranty
for the installation was up, Mr*** called about the door not sealing tight at the topAs a courtesy we sent a technician out who made several adjustments to the door and opener to no availAt that point we decided to warranty a new garage door opener to see if this would fix his problemOn 11/13/we installed a new opener free of charge and it seemed to seal fine at that timeMr*** called back weeks later with the same issue and *** the mgrsuggested that we may have to order a rubber seal for the top as the header seems to be bowing which is causing the door to not seal properly, *** asked him to snap a picture and send it to us via email or text, Mr*** started getting irrate and *** ended the conversationThe manufacturer is not there to see what is happening so for them to suggest that it was installed improperly is not correctWe have tried to accommodate Mr*** even though his warranty is over but he does not want to take responsibility for the header that was installed by others

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I contacted Spokane overhead door company when I received my bill to dispute itI could understand their point of view and tried to explain to them my point of viewMy basic goal in this was to split the bill in halfThey couldn't do what I asked them to do, and I could understand that they actually sent someone to the residence to "try" to fix my door. While I was talking to *** *** ***, it became poiniently clear that this wasn't going to happenHe told me I had no idea how to run a company and that his employees did everything they could just to get the door down. The Spokane overhead door company was contracted in my behalf to fix a garage doorFix being the operative word hereFix a garage doorSpokane overhead door couldn't not fix this doorThey admitted to the fact that they could not fix this doorThe Technion did get my garage door to go downAs could I haveSpokane overhead door is saying that that is the reason I called themTo just get my garage door downWho makes a call to a garage door company to just get their garage door down once? NoI asked to get my garage door fixedOperational, the door goes up, the door goes downAnd does this anytime you push a buttonThey said that I needed a new doorI never got a free quote like they advertise on the websiteI just got a Technion that couldn't fix my doorThe Technion left a brochure of doors that this company sells and leftIt is my personal belief that this Technion was either lazy, inept, or simply just trying to up sell me to a new doorThe reason I say inept and lazy is because I had a guy come out to this location to fix my garage door and he did! In less than an hour! And it went up and down whenever I pushed the button! Yes, I did buy a new garage doorI bought a new door because I needed a lot of new hardwareI.emain spring pulleys wheels etcAt the end of the day, it was more logical to buy everything than just the hardwareAnd much less maintenance now that everything is new. I did not buy a new garage door front Spokane overhead door because they couldn't fix my garage door! Why should I buy a door from a company that can't fix one? It's not rocket science! I will see you in courtThose were the last words spoken to me by ***I tried to handle this respectfully and peacefully, but he just isn't the guy to do it. If someone there that is higher up than this *** character would like to talk peacefully and respectfully, my phone is always on. You have my number.I'm not running from anythingThis is a matter of principleNot moneyGet a damn clue ***!
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business' responseIf 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 resolution is satisfactory to me.
Regards,
*** ***

Mr*** did sign a contract for a special order door, not something we stock or can re-sell easily, and because of the urgency with his tenants, we ordered the door immediately per his request
Unfortunately, the manufacturer processed the order and when we called to try and cancel the order,
we couldn't stop it with our manufacturer
Regardless, we will not hold Mr*** to this contract

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 and I will not be responsible for any order that was placed.  No terms were provided and no down payment was submitted to confirm this order.   Sincerely, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]  The business appears to not accept the door openers` evaluation that the trolley arm appears to have been installed too high. The manufacturer of the door opener is not in the area to evaluate the mounting of the opener or the header of the door. Spokane Overhead Door has not been out to evaluate either of these possible issues. If Spokane Door will install a rubber seal at the top of the door, at their cost, to band aid this problem and provide a seal that the door should have, I will consider this issue resolved, albeit not solved. Thank you for your help in this unfortunate problem, [redacted].

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
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. First of all, Spokane overhead door company never called me to get me to pay. I called them about the bill the day I made the claim. I was very curious as to why I was billed for a job that wasn't completed.Second,I have no invoice, no paperwork, or anything that would prove that they were here that day to work on my garage door. My girlfriend was never told that if we purchase a door From them there would be no charge. Third, I had [redacted] on speaker phone while my girlfriend was in the room. He was very rude. Despite what the people he pays to be in that office say.Fourth, the garage door was never disconnected. He is lying about every single point! I had a new garage door put in as preventive maintenance. I payed in full upon the completion of the job and am very satisfied with the company that did it! As a matter of fact, I payed the gentleman more than he asked for because of the great job he did! He was very customer focused, he went above and beyond the call of duty, and was a very pleasant person to work with. [redacted] could learn a lot from him! I in no way am afraid to pay for a service being done and done right. Unfortunately this company cannot do either. I will not pay an incompetent employee to do a half a@@ job. This complaint comes down to principal, not money. I wonder how many other people they have done this to. 
Regards,
[redacted]

On August 21, 2015, Mr. [redacted] called our office asking if we could get someone out to his home that day as his girlfriend could not get her vehicle out of the garage nor could they even get the door to open or close. He said he had no idea what was wrong. [redacted] took his call and told him we...

couldn't get out there till the following day but Mr. [redacted] sounded desperate so [redacted] moved things around to accommodate Mr. [redacted]. He kept insisting that he knew he needed a new door because the door was in pretty bad shape but for now he just had to get the door opened so his girlfriend could get out of the garage and he couldn't get home to help her.
Our technician got to his home and the cable was completely wrapped around the shaft. The torsion spring was unwound and the door was stuck open about a foot off the ground. This was a 16' x 7' old wood door in very bad shape with a glass top section, which one of the glass panels actually fell out. Our technician reattached the cable to the drum and re-wound the spring and got the door to open so the girlfriend could get her vehicle out of the garage. He did not reconnect the garage door opener to the door because the door was in such bad condition and extremely unsafe to operate if it were connected to the motor. He explained that to Mr. [redacted]'s girlfriend and recommended that they not use the door until they could make a decision on which new door he chose. He did not tell her they couldn't use the door, he told her he wasn't connecting the opener as the top section was really in bad shape and it could possible fall onto something or even injure someone, it was extremely unsafe.
Mr. [redacted] continually stated to [redacted] on the phone that he needed to get a new door asap and [redacted] even quoted him prices over the phone and said the technician would leave him brochures. Mr. [redacted] said he would call [redacted] Monday morning with a decision on which door he wanted. It is our policy that when a customer is purchasing a new door from us, we will come out and get their door working if possible until the new door was installed. Our technician told the girlfriend that because you are purchasing a new door there would be no charge for the service call.
Monday morning Mr. [redacted] called early and left a message on our voicemail and said, he got a friend of a friend who knew about garage doors to come out a put a piece of punched angle on the top section to get the door working temporarily. He said he is having these guys install a new door for him Tuesday morning as he didn't like our doors. So at that point we billed Mr. [redacted] for the service call that we did for him.
Now Mr. [redacted] is refusing to pay for our services. We did exactly what he asked us to do and got his door open so his girlfriend could get her vehicle out and secure the door down.
[redacted] called Mr. [redacted] because he hadn't paid his bill, he kept insisting that he doesn't have to pay anything because he didn't sign anything. Two of our office girls were listening to [redacted]'s conversation with Mr. [redacted] requesting payment and not once was he rude to Mr. [redacted].
We're really sorry but we can't stay in business if we come out to customer's homes and service their doors for free. Our employees expect to be paid for working and our trucks need fuel to get to your home among so many other costs.
It is really troubling that we helped him in his desperation and now not only does he not want to pay for it but he also wants to defame our company. Mr. [redacted], I'm sorry that you feel we did you a disservice but it seems to me that your just looking to not pay.
If your door worked better that before, why did you replace it?

We have contacted Mr. [redacted] and have scheduled a service to address the issues. Mr. [redacted] or Spokane Overhead Door will respond back when the problems are remedied.

I'm very sorry Mr. [redacted] but we have been in business in Spokane for 20 years with hundreds and hundrdeds of satisfied customers. We take extreme pride in our technicians and get wonderful calls from customers on the good jobs they do for them. They are men with families and integrity and wouldn't lie about fixing your door over $103.00. You know as well as I do that our technician fixed the door so your girlfriend could get out that day. The way your are trying to get out of paying this bill is not nice. Your slandering our company on social media and the Revdex.com. You've been served to appear in court over this issue, we will let a judge decide.

Review: I contacted Spokane overhead door company when my garage door broke on 8-20-15. They said they could have a guy out to my place the next day. I asked how much the service call would be. The salesman said that the tech in the field would have to see what was wrong before he could answer that question. The service guy came out the next day. He spent fifteen minutes there and said the door was fixed but do not use it! He said the door was in a state of disrepair. How can it be fixed if we can't use it? We didn't sign anything, he never told us how much the so called repair was going to be. I then called another garage door guy in town. He came out that night, spent one hour working on my garage door and had it working better than before. Today, 9-1-15 I get a bill in the mail for $103.27 from Spokane overhead door company. I called the company to dispute the bill. They wanted the $103.27 for fixing my garage door... Even though I couldn't use it they call it fixed. I don't see how they can justify charging me over one hundred dollars to tell me they can't fix my door and that I shouldn't use it! The gentleman I spoke to on the phone was probably the rudest, person I've ever felt with. He had a giant attitude and ended the phone call by saying "I'll see you in court" he then hung up the phone on me. He says they fixed it because the door was all the way down. I considered it not fixed because it wouldn't function any longer. I refuse to pay for a service that wasn't performed. He didn't even try to work anything out with me. It was a complete dead end trying to talk with them. Spokane overhead door company is mad because I didn't buy a door from them. That is my opinion. But why would you buy a door from a company that can't fix a door? I bought my new garage door from a guy that could fix a door! He was very pleasant to work with didn't charge me a dime for his time..... I did pay him, he just never asked me to. And he was very professional! If you took your car to a mechanic to get it fixed and they say... Your car is broken, don't drive it..... Are you going to pay for that? I shouldn't have to pay for a fixed garage door when they didn't, and told my they couldn't! Why even send the bill if this job was over the technitions head? You obviously didn't fix the door. You told me it wasn't fixed and it wasn't! Why send the bill?Desired Settlement: Disregard the bill. Do not bill me. Throw the bill away. Do not charge me for fixing my garage door when you told me you couldn't fix it. I shouldn't have to pay for a tech to fix my door when he couldn't fix it

Business

Response:

On August 21, 2015, Mr. [redacted] called our office asking if we could get someone out to his home that day as his girlfriend could not get her vehicle out of the garage nor could they even get the door to open or close. He said he had no idea what was wrong. [redacted] took his call and told him we couldn't get out there till the following day but Mr. [redacted] sounded desperate so [redacted] moved things around to accommodate Mr. [redacted]. He kept insisting that he knew he needed a new door because the door was in pretty bad shape but for now he just had to get the door opened so his girlfriend could get out of the garage and he couldn't get home to help her.

Our technician got to his home and the cable was completely wrapped around the shaft. The torsion spring was unwound and the door was stuck open about a foot off the ground. This was a 16' x 7' old wood door in very bad shape with a glass top section, which one of the glass panels actually fell out. Our technician reattached the cable to the drum and re-wound the spring and got the door to open so the girlfriend could get her vehicle out of the garage. He did not reconnect the garage door opener to the door because the door was in such bad condition and extremely unsafe to operate if it were connected to the motor. He explained that to Mr. [redacted]'s girlfriend and recommended that they not use the door until they could make a decision on which new door he chose. He did not tell her they couldn't use the door, he told her he wasn't connecting the opener as the top section was really in bad shape and it could possible fall onto something or even injure someone, it was extremely unsafe.

Mr. [redacted] continually stated to [redacted] on the phone that he needed to get a new door asap and [redacted] even quoted him prices over the phone and said the technician would leave him brochures. Mr. [redacted] said he would call [redacted] Monday morning with a decision on which door he wanted. It is our policy that when a customer is purchasing a new door from us, we will come out and get their door working if possible until the new door was installed. Our technician told the girlfriend that because you are purchasing a new door there would be no charge for the service call.

Monday morning Mr. [redacted] called early and left a message on our voicemail and said, he got a friend of a friend who knew about garage doors to come out a put a piece of punched angle on the top section to get the door working temporarily. He said he is having these guys install a new door for him Tuesday morning as he didn't like our doors. So at that point we billed Mr. [redacted] for the service call that we did for him.

Now Mr. [redacted] is refusing to pay for our services. We did exactly what he asked us to do and got his door open so his girlfriend could get her vehicle out and secure the door down.

[redacted] called Mr. [redacted] because he hadn't paid his bill, he kept insisting that he doesn't have to pay anything because he didn't sign anything. Two of our office girls were listening to [redacted]'s conversation with Mr. [redacted] requesting payment and not once was he rude to Mr. [redacted].

We're really sorry but we can't stay in business if we come out to customer's homes and service their doors for free. Our employees expect to be paid for working and our trucks need fuel to get to your home among so many other costs.

It is really troubling that we helped him in his desperation and now not only does he not want to pay for it but he also wants to defame our company. Mr. [redacted], I'm sorry that you feel we did you a disservice but it seems to me that your just looking to not pay.

If your door worked better that before, why did you replace it?

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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.

I backed into my garage and knocked the door off one of the side rails. Called these guys in a panic, as my nephew needed to get his car out of the garage to go to work in three hours. Thought it was hopeless, but this company got there within an hour, had the job done in an hour, and charged a very reasonable rate (MUCH less than I'd worried I'd have to pay). The service guy was friendly, professional, and didn't waste time.
Thank you for the great and fast help!

Called this company because had issues with garage door not reversing when 2X4 tested underneath door. Was told by them that the old Stanley door motor had to be replaced on all three doors and that no adjustments could fix the issue. Would cost $1200. Called another garage door company and was directed to just adjust the closing tension [redacted]. Worked great. No cost to me at all. Buyer be wary of these guys

Called this company this morning about the garage door not opening - the spring on the opener was broken. They set an appointment - called when they were running early - came early!! [redacted] was courteous, knowledgeable, explained my options, and costs involved - and did the work we agreed on. In addition he did some preventive maintenance! I am very happy with the work that he did - and with his customer service and attitude!

I recently purchased two oversize doors from this business. The process began when one of their sales representatives sent out one of their employees to measure the openings so a bid could be put together. The employee arrived, measured the openings, and submitted the measurements back to office staff. I then received the bid for doors, and openers, could be installed for current, as-is, openings. No additional framing work was recommended from any of the aforementioned employees. I was left to believe the doors they recommended would fit my current openings. I accepted the bid and entered into a contract they had put together. I agreed to this contract over the phone and did not sign any such paperwork. The doors were installed while I was at work. I returned home to find that one of the doors was 2" too small on one side and 3" too small on the top, leaving large gaps. I contacted my sales representative immediately and asked what had happened. He told me the framing on my opening was not square. I told him that I would agree the opening was not perfectly square, but continued to add it should not come up that short on both the side and top just for because it was not perfectly square. I was very reasonable, only continuing to refer that their employee measured the door and indicated a door existed to fit the opening, as-is. I was told only to reframe the door, without the employee ever offering to help resolve the problem. After several minutes, the owner came onto the phone and told me to reframe the opening. I asked for assistance, once again pleading for help is resolving the issue, stating I had no hand in measuring a door I was told would fit my current opening. The owner finally conceded to send out two of his employees in the morning to look at the door. When the employees arrived, they attempted to tell me the framing was not square. I showed them how the door was truly just measured too small for the opening. They eventually agreed with me and advised a larger door would solve the problem. I was then told they would talk to their supervisor so a bigger door could be ordered and installed. I waited several days, and heard nothing. Finally, I called them and was once again told to reframe the door. The owner had not spoken with his employees and had no idea what was going on. I will say I was frustrated, but never did lose my composure with an owner whom did not understand customer satisfaction. I was then told that I had signed a contract and had received what I signed for. I told him I had not actually signed anything, and he changed his tune, once again telling me to fix my frame. All in all, the door was just measured too small. The owner then accused me of measuring the door, which was only refuted with me having no hand in measuring (all of which was done by their employees). In one last lovely display of maintaining customer relations, the owner sarcastically asked what I wanted them to do, further asking me if I wanted him to order another door. I told him that would be great, informing that was all I was looking for from day one. A door that fit the opening they measured. He said, "fine, ill order another door," them hung up the phone. That was over two months ago and I have not heard anything since.
All in all, their employees accused me of wrongdoing when I only wanted what I thought I had paid for... Two doors that would fit my openings. Do not even consider this business for your home or shop. It is not worth the hassle or headache.

Review: This is a garage door and opener installed in mid 2014 with new door header.A little over 2 months ago top of door would not seal.Spokane door called, they came out, tried to adjust door opener to seal, could not make it happen, they installed new lift master opener, within 2 weeks same problem. [redacted] the store owner said door needed an additional rubber seal at the top and the new door header was probably warped causing the door not to seal. I called Liftmaster door openers, described problem and they said it sounded like the door trolly arm was mounted too high. I talked to an agent at spokane door and they agreed with Liftmasters` evaluation. I talked to [redacted] today, 12/23/15 and he said he didn`t have the door seal, 3 weeks now since he ordered it, and the problem was the header. He over talked me on the phone and would not listen to what Liftmaster told me. I told him not to over talk me and he hung up. He said it would be at least 2 more weeks to resolve the issue. When I initially talked to [redacted], I explained we were in the sub freezing temps and I had plumbing in the garage exposed to these temps. He said drape towels or something along the top of the door. He wants to charge me to install an additional rubber seal to " fix " the problem, which is the inappropriate mounting of the the Liftmaster door opener, according to the Liftmaster service tech.Desired Settlement: I want Spokane Overhead Door Company to resolve the problem correctly by adjusting the door opener mounting or if needed, adjust the garage door mounting. I do not want a band aid fix for an improper mounting issue.

Business

Response:

Mr. [redacted] informed our installed that he had a fire and the garage was rebuilt with a new header prior to our installing a new door and opener, we did not install his header. When we installed the job in June of 2014, Mr. [redacted] was happy and the door sealed fine. In Oct 2015, which our warranty for the installation was up, Mr. [redacted] called about the door not sealing tight at the top. As a courtesy we sent a technician out who made several adjustments to the door and opener to no avail. At that point we decided to warranty a new garage door opener to see if this would fix his problem. On 11/13/15 we installed a new opener free of charge and it seemed to seal fine at that time. Mr. [redacted] called back 2 weeks later with the same issue and [redacted] the mgr. suggested that we may have to order a rubber seal for the top as the header seems to be bowing which is causing the door to not seal properly, [redacted] asked him to snap a picture and send it to us via email or text, Mr. [redacted] started getting irrate and [redacted] ended the conversation. The manufacturer is not there to see what is happening so for them to suggest that it was installed improperly is not correct. We have tried to accommodate Mr. [redacted] even though his warranty is over but he does not want to take responsibility for the header that was installed by others.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

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. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,