TGS Garages & Doors

It is my understanding the customer is retrieving this complaint and resolution has been provided. Please confirm this is the case and that no further action is required
Thanks
Patti

There are positives and, really, only one negative in dealing with TGS but the glaring negative overshadows any positivityand unless TGS corrects this serious flaw, people should look elsewhere for sales and installation of new garage doors
TGS does NOT perform work according to the national building code and they refuse to fix the problem properlyThis is a potentially dangerous practice
Building code states that any wood material afixed to masonry and/or is in direct contact with the ground shall be pressure treated lumberIt's black and white with no room for interpretation and yet TGS refuses to comply

Review: On October 5, 2015 I received a proposal to remove and dispose of my existing garage doors and to install 2 new doors. On November 18, 2015, the work was scheduled to be performed. The installer, upon arrival on November 18, identified that the garage was not level and that as a result there would be gaps between the new doors and the frame of the garage. The installer committed to hang the doors so that they were straight, and I agreed to proceed on this basis and that I would have a carpenter come back at a later date to straighten the garage to remove those gaps.

At the end of the day of November 18, the installer demanded full payment for the work performed. I was not at home to inspect the quality of the work performed, and on the basis of what I had agreed with the installer earlier in the day I asked my wife, who was home at the time, to provide final payment. When I returned home from work, it was immediately clear that the two doors were not level with each other. The doors had not been hung straight as was agreed. This was clearly not a satisfactory output, for which full payment should never have been demanded, and one which when I complained to TGS they rightfully agreed to remedy at no additional charge at a later date.

On December 9, 2015 the installer returned to remedy the situation. 4hrs later the installer explained that he did not have the trim he needed to cover the gap between one of the new doors and the garage frame (which had been straightened in the time between the installation visits). He promised to have a colleague come out with the correct trim to remedy the situation. Later that day, I received a call from the Production Manager to say that I would have to pay a further $150 for someone to come out for a 3rd time to install the trim.

TGS wrongly demanded full payment when the work had not been completed. TGS is now unethically demanding additional payment to make good on their original contractual agreement to install 2 doors.Desired Settlement: TGS has a contractual obligation to complete the work in full at no additional cost. Charging additional amounts to cover their own costs to remedy their own mistakes is unethical, displays poor business acumen, and represents terrible customer service. I expect the work to be completed in full, at no additional cost, as it was promised to me it would by the installer on December 9,

Business

Response:

It is my understanding the customer is retrieving this complaint and resolution has been provided. Please confirm this is the case and that no further action is required. Thanks Patti

Review: This company is cheating me for not providing me my storm door and installation service and have already charged me a month ago. They are giving false hopes since a month and still not done with it and still continuing.Desired Settlement: immediately

Business

Response:

It is my understanding that this customer is retracting this -- they are in the process of being installed prior to receipt of this ... please let me know if in 10 days they do not retract you can get me on my cell [redacted] Tell us why here...

Review: I contacted this company to fix my garage door openers. I specifically gave them the make and type of openers I have and they said that they can fix them. That was on 10/22/13. The scheduled appointment was on 10/24 and the techs showed up and immediately informed me that they do not work on [redacted] i-drive systems, but could replace them for approximately $700.00. I said that the company told me that you could fix these and that I didn't want to spend $700. The tech said okay, but that was a $79.00 service charge. I said for what? They did nothing but try to sell me a new system. I argued saying that the Valpak coupon said that they charge $30.00. The tech said he would take the $30.00. If I knew that this company could not fix or work on this system, I would not have made the appointment. I called the office and voiced my complaint. They said I was right and that a full refund would be sent the next week. I waited until the following week and called again. I got a run-a-round and was told that I would receive a check by Thursday, 11/7/13. This date came with no refund. Everytime I call the company, I am shifted to another person with no results. Their business practice is a bate and switch game.Desired Settlement: The $30.00 I gave as payment for their "no service call" is not much. However, their business practices are unethical and I am tired of seeing business owners get away with this crime.

Business

Response:

This is truly a tragedy given we pride ourselves on integrity and service. However, it is true that our customer service rep made a mistake when quoting we repaired a specific brand. There was not bate and switch as we have two different offers i.e. 1 is Free Service Call with any repair ... which this person did not qualify for and the other is a $29.95 repair which our tech offered as a solution. Once the customer called in to state they didn't find this solution acceptable they were approved for a refund. The refund was delayed due to a crack in the system which has since been remedied. While it is upsetting to hear this -- at the same time it gives me the chance to continue to develop one of the best businesses in NJ. For your records a check # [redacted]was sent to the customer in the amount of $32.05.

Consumer

Response:

[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.]

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

This response is to declare that the company, Total Garage Solutions, has made payment to me for the amount in dispute. The case number [redacted] is NOW resolved. Thank you for helping me recover the money that l was charged. Frankly, it wasn‘t about the money, but about the business practice this company used. This is one case where the little guy won. However, I hope Total Solutions has learned a lesson.

Regards,

Review: --- specifically, the outside remote does not work, the inside lock does not work and, most importantly, the door has been going up and down randomly at all times of day or night without any human involved

--- doors were never installed properly and never worked properly and company refuses to make them right without charging againDesired Settlement: -make the doors operate in a proper manner as was promised at the time of purchase

- make repairs for no additional charge

Business

Response:

We installed a garage door and opener on 6/13/14. The customer contacted us on 4/27/15, just about a year later indicating that their garage door was going up and down intermittently without human interaction. The customer also indicated that their remote, keypad and wall pad were functioning satisfactory. We deployed a technician on 4/30/15 and he was unable to replicate the problem -- the customer paid a $29.95 service fee for the diagnostics completed at that time. Our customer care rep was unaware that the problem persisted until this Revdex.com complaint. Our customer care rep is reaching out to the customer to: - provide a solution, with no cost associated- understand the "new" complaint regarding their lockPlease let me know if you require further assistance.Kind Regards,Patti N[redacted]