Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff10/8/15.D&L Overhead Door Co P.OBox Mentor, Ohio Attn: [redacted] Revdex.com Euclid Ave 4th FL Cleveland, OH 44115-Dear [redacted] Oct 1st This letter is in regard to complaint ID [redacted] " [redacted] "from now on the complainant will be referred to as [redacted] , he called and requested a service call on 8/05/when our service tech arrived at his home he listened to the customers request's for service and our tech began to look over the situation, and through the process of servicing [redacted] overhead door a discussions began about that it was time for a new door and a new garage door openerSo at that point my tech who can also sell products explained what we have to offer for both doors and openers and [redacted] made his choice, my tech left to carry on with his day and it was then passed on to me [redacted] "Owner " at which time I placed the orderThe next morning [redacted] called to cancel explaining that his front door was more of a priority and they want to hold off on the door but still have the garage door opener installedI explained it's already rolling and in reality his current door is in such dangers shape it really needed to be addressed that is some of the conversation between [redacted] , my service tech and meI then explained we have a whole product line of front man doors and offered to come by with a catalog and let him pick out exactly what he and his wife were looking for again another four hours of time in the sales areaI then priced out three different styles of front man doors for him [redacted] commented that our prices were real close to the other quotes he had received and said he would let his wife pick out the door she wantedSo we waited a week or so never heard back from him so we called to schedule the garage door opener installation, which we set up with no problem I then asked if they had made a decision on the front door and he replied no not yet and I said call me when you doI then left out of town for business and Family reasons my phones answered by our answering service there was one call from [redacted] , called twice while I was gone his operator already installed and we were just waiting on a door styleWhen I returned I listened to both of his messages one very kind and the second I would say it was inappropriate he made the threat to call the Revdex.com prior to us speakingWhen I did return it was two days after his second voice mail which at that time one of my office staff accidently sent him a check for some remainder balance which we do not do, It's company policy that there are no cash refunds and every customer gets a copy of it and has it explained to themp.2So once I found that out our accounting team stopped payment on the check and sent [redacted] A due bill for $dollars that he could spend with us at any time with in one year's time, we never heard back from Mr [redacted] and then we received your letterSo we offered a solution to [redacted] and at this time he has not called to use it our offer, The reason for the $dollars we applied the $dollars to the sales time and office time which cost me more like $dollars at this pointBut my offer stands for the next months without reservationV/R [redacted] VLonchar D&L Overhead Door Co
Business sent the following response See attached.Business response copied and pasted below by Revdex.com staff 9/10/15.Overhead Door Co. P.OBox 1298 Mentor, OH 44061-1298 8/29/2015 This letter is in re-guard to complaint # ID ***We understand how upset customers can get
while waiting for a service company to show up and they run late and handle it by having our service tech's call and let the customer know if that is going to happenWe can refer to *** Lucas at this point as the customerHowever, being in the service industry for over years we have learned to always give a two hour window of time to our customers, we never set exact times as it is our company policy that a two hour window is the best time structure we can offerThat particular window of time for *** would have been between 3-5PM which allows us to service each customer and all their needs and sometimes requires an extra trip back to the shop for different parts as wellIn addition, I understand the frustration in our service technician not having the correct material when they arrived to her homeIn the Overhead Door business, parts are called many different things, our technician did bring along the material that our company understood that she was referring to*** did mention several times that she made several phone calls to different companies re-guarding material and pricingThat in itself can cause significant confusion as each company has a different take on how they refer to their partsOnce our technician understood exactly what material *** needed, he quickly retrieved the material and was back at her home in a 1/2hr at which time he made the repair along with other services that she needed done to her door and agreed the work was done both effectively and efficiently in enough time for *** to leave for her appointmentShe never complained about being inconvenienced during that timeI can honestly tell you that because I was the one on that call, (yes the owner does service calls when we are extremely busy)I did take many of ***'s calls prior to the two I missed, but *** would not allow any me to verbally give an explanation that suited as she only tried to argue that she was over charged after she was already quoted a price and agreed to have us do the workShe was given all our service rates up front on the phone prior to us ever going to her homeThe bill is correct as far as monies owed, I did itemize things correctly I just listed a grand total instead of by each line, then I went over what service was done and what she was being charged for, I even brought her out into the garage when I found other broken parts and asked permission to replace them, which I was given. As an owner of a service company for over years in lake county I know where our pricing needs to be to be both competitive and affordable and we meet both criteria alwaysI don't have complaints or issues with the Revdex.com or any other reporting agencyAlthough I do from time to time get a customer that complains about the money they spent after the work was completed a month later and sometimes even longer, those same customers never have a single issue with the performance of the work provided. p2 service call one hour includes travel and labor $I spent closer to 3/hours working for *** getting the correct material for her home, but she only paid for an hour as she clearly stated. One set of 2" PVC weather stripping removed and installed $75.00 One set of new ball bearing rollers removed and installed$120.00 Replacement of one gauge #hinge from a lighter gauge hinge including lubrication for her entire garage door and garage door opener$16.50 Total invoice number 7/17/$ lake county tax 7.0% =$360.05 Paid in full 7/17/2015 If I should be apologizing for not trying to make an honest profit then I guess I'm guilty, but my company is in business to be here for our customers for many years to comeAnd that requires equal treatment to all customers, I have service invoices all from last week alone and they all have the same pricing, and four of those customers called to thank us for the professionalism and our same day service. At this time I do not have any money to offer *** as it is not how our company handles these type of situations, what I can offer is a onetime 20% discount on any future service that she schedules with our companyAnd that offer will be redeemable until she chooses to use it. V/R David VL*** D&L Overhead Door Co [email protected] 440-255-office
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 complaint. For your reference, details of the offer I reviewed appear below
In Dave L*** reply back to you he says someone in his office mistakenly sent out a check to me. Dave himself left me a message and personally sent out the check and he signed the check.( I Still have that message on my phone)The truth is shortly( a day or to) after I received a check in from D and L overhead door (Dave *** owner of D AND L) Dave must of received paperwork from the Revdex.com - He didn't like the fact that I reported him to the Revdex.com so now he has played dirty by canceling the check. In Dave's response back to you he has lied in many of his answers
Business sent the following update: Here is the paperwork you requested and this is all I have in reference to the matterAt this time, we have decided to return *** his balance and will suffer our losses
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff. 10/8/15.D&L Overhead Door Co P.O. Box 1298 Mentor, Ohio 44061 Attn: [redacted] Revdex.com 2800 Euclid Ave 4th FL Cleveland, OH...
44115-2408 Dear [redacted] Oct 1st 2015 This letter is in regard to complaint ID [redacted] "[redacted] "from now on the complainant will be referred to as [redacted], he called and requested a service call on 8/05/2015 when our service tech arrived at his home he listened to the customers request's for service and our tech began to look over the situation, and through the process of servicing [redacted] overhead door a discussions began about that it was time for a new door and a new garage door opener. So at that point my tech who can also sell products explained what we have to offer for both doors and openers and [redacted] made his choice, my tech left to carry on with his day and it was then passed on to me [redacted] "Owner " at which time I placed the order. The next morning [redacted] called to cancel explaining that his front door was more of a priority and they want to hold off on the door but still have the garage door opener installed. I explained it's already rolling and in reality his current door is in such dangers shape it really needed to be addressed that is some of the conversation between [redacted], my service tech and me. I then explained we have a whole product line of front man doors and offered to come by with a catalog and let him pick out exactly what he and his wife were looking for again another four hours of time in the sales area. I then priced out three different styles of front man doors for him. [redacted] commented that our prices were real close to the other quotes he had received and said he would let his wife pick out the door she wanted. So we waited a week or so never heard back from him so we called to schedule the garage door opener installation, which we set up with no problem I then asked if they had made a decision on the front door and he replied no not yet and I said call me when you do. I then left out of town for business and Family reasons my phones answered by our answering service there was one call from [redacted], called twice while I was gone his operator already installed and we were just waiting on a door style. When I returned I listened to both of his messages one very kind and the second I would say it was inappropriate he made the threat to call the Revdex.com prior to us speaking. When I did return it was two days after his second voice mail which at that time one of my office staff accidently sent him a check for some remainder balance which we do not do, It's company policy that there are no cash refunds and every customer gets a copy of it and has it explained to them. p.2So once I found that out our accounting team stopped payment on the check and sent [redacted] A due bill for $200.00 dollars that he could spend with us at any time with in one year's time, we never heard back from Mr. [redacted] and then we received your letter. So we offered a solution to [redacted] and at this time he has not called to use it our offer, The reason for the $200.00 dollars we applied the $105.00 dollars to the sales time and office time which cost me more like $500.00 dollars at this point. But my offer stands for the next 11 months without reservation. V/R [redacted] V. Lonchar D&L Overhead Door Co.
Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff10/8/15.D&L Overhead Door Co P.OBox Mentor, Ohio Attn: [redacted] Revdex.com Euclid Ave 4th FL Cleveland, OH 44115-Dear [redacted] Oct 1st This letter is in regard to complaint ID [redacted] " [redacted] "from now on the complainant will be referred to as [redacted] , he called and requested a service call on 8/05/when our service tech arrived at his home he listened to the customers request's for service and our tech began to look over the situation, and through the process of servicing [redacted] overhead door a discussions began about that it was time for a new door and a new garage door openerSo at that point my tech who can also sell products explained what we have to offer for both doors and openers and [redacted] made his choice, my tech left to carry on with his day and it was then passed on to me [redacted] "Owner " at which time I placed the orderThe next morning [redacted] called to cancel explaining that his front door was more of a priority and they want to hold off on the door but still have the garage door opener installedI explained it's already rolling and in reality his current door is in such dangers shape it really needed to be addressed that is some of the conversation between [redacted] , my service tech and meI then explained we have a whole product line of front man doors and offered to come by with a catalog and let him pick out exactly what he and his wife were looking for again another four hours of time in the sales areaI then priced out three different styles of front man doors for him [redacted] commented that our prices were real close to the other quotes he had received and said he would let his wife pick out the door she wantedSo we waited a week or so never heard back from him so we called to schedule the garage door opener installation, which we set up with no problem I then asked if they had made a decision on the front door and he replied no not yet and I said call me when you doI then left out of town for business and Family reasons my phones answered by our answering service there was one call from [redacted] , called twice while I was gone his operator already installed and we were just waiting on a door styleWhen I returned I listened to both of his messages one very kind and the second I would say it was inappropriate he made the threat to call the Revdex.com prior to us speakingWhen I did return it was two days after his second voice mail which at that time one of my office staff accidently sent him a check for some remainder balance which we do not do, It's company policy that there are no cash refunds and every customer gets a copy of it and has it explained to themp.2So once I found that out our accounting team stopped payment on the check and sent [redacted] A due bill for $dollars that he could spend with us at any time with in one year's time, we never heard back from Mr [redacted] and then we received your letterSo we offered a solution to [redacted] and at this time he has not called to use it our offer, The reason for the $dollars we applied the $dollars to the sales time and office time which cost me more like $dollars at this pointBut my offer stands for the next months without reservationV/R [redacted] VLonchar D&L Overhead Door Co
Business sent the following response See attached.Business response copied and pasted below by Revdex.com staff 9/10/15.Overhead Door Co. P.OBox 1298 Mentor, OH 44061-1298 8/29/2015 This letter is in re-guard to complaint # ID ***We understand how upset customers can get
while waiting for a service company to show up and they run late and handle it by having our service tech's call and let the customer know if that is going to happenWe can refer to *** Lucas at this point as the customerHowever, being in the service industry for over years we have learned to always give a two hour window of time to our customers, we never set exact times as it is our company policy that a two hour window is the best time structure we can offerThat particular window of time for *** would have been between 3-5PM which allows us to service each customer and all their needs and sometimes requires an extra trip back to the shop for different parts as wellIn addition, I understand the frustration in our service technician not having the correct material when they arrived to her homeIn the Overhead Door business, parts are called many different things, our technician did bring along the material that our company understood that she was referring to*** did mention several times that she made several phone calls to different companies re-guarding material and pricingThat in itself can cause significant confusion as each company has a different take on how they refer to their partsOnce our technician understood exactly what material *** needed, he quickly retrieved the material and was back at her home in a 1/2hr at which time he made the repair along with other services that she needed done to her door and agreed the work was done both effectively and efficiently in enough time for *** to leave for her appointmentShe never complained about being inconvenienced during that timeI can honestly tell you that because I was the one on that call, (yes the owner does service calls when we are extremely busy)I did take many of ***'s calls prior to the two I missed, but *** would not allow any me to verbally give an explanation that suited as she only tried to argue that she was over charged after she was already quoted a price and agreed to have us do the workShe was given all our service rates up front on the phone prior to us ever going to her homeThe bill is correct as far as monies owed, I did itemize things correctly I just listed a grand total instead of by each line, then I went over what service was done and what she was being charged for, I even brought her out into the garage when I found other broken parts and asked permission to replace them, which I was given. As an owner of a service company for over years in lake county I know where our pricing needs to be to be both competitive and affordable and we meet both criteria alwaysI don't have complaints or issues with the Revdex.com or any other reporting agencyAlthough I do from time to time get a customer that complains about the money they spent after the work was completed a month later and sometimes even longer, those same customers never have a single issue with the performance of the work provided. p2 service call one hour includes travel and labor $I spent closer to 3/hours working for *** getting the correct material for her home, but she only paid for an hour as she clearly stated. One set of 2" PVC weather stripping removed and installed $75.00 One set of new ball bearing rollers removed and installed$120.00 Replacement of one gauge #hinge from a lighter gauge hinge including lubrication for her entire garage door and garage door opener$16.50 Total invoice number 7/17/$ lake county tax 7.0% =$360.05 Paid in full 7/17/2015 If I should be apologizing for not trying to make an honest profit then I guess I'm guilty, but my company is in business to be here for our customers for many years to comeAnd that requires equal treatment to all customers, I have service invoices all from last week alone and they all have the same pricing, and four of those customers called to thank us for the professionalism and our same day service. At this time I do not have any money to offer *** as it is not how our company handles these type of situations, what I can offer is a onetime 20% discount on any future service that she schedules with our companyAnd that offer will be redeemable until she chooses to use it. V/R David VL*** D&L Overhead Door Co [email protected] 440-255-office
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 complaint. For your reference, details of the offer I reviewed appear below
In Dave L*** reply back to you he says someone in his office mistakenly sent out a check to me. Dave himself left me a message and personally sent out the check and he signed the check.( I Still have that message on my phone)The truth is shortly( a day or to) after I received a check in from D and L overhead door (Dave *** owner of D AND L) Dave must of received paperwork from the Revdex.com - He didn't like the fact that I reported him to the Revdex.com so now he has played dirty by canceling the check. In Dave's response back to you he has lied in many of his answers
Business sent the following update: Here is the paperwork you requested and this is all I have in reference to the matterAt this time, we have decided to return *** his balance and will suffer our losses
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff. 10/8/15.D&L Overhead Door Co P.O. Box 1298 Mentor, Ohio 44061 Attn: [redacted] Revdex.com 2800 Euclid Ave 4th FL Cleveland, OH...
44115-2408 Dear [redacted] Oct 1st 2015 This letter is in regard to complaint ID [redacted] "[redacted] "from now on the complainant will be referred to as [redacted], he called and requested a service call on 8/05/2015 when our service tech arrived at his home he listened to the customers request's for service and our tech began to look over the situation, and through the process of servicing [redacted] overhead door a discussions began about that it was time for a new door and a new garage door opener. So at that point my tech who can also sell products explained what we have to offer for both doors and openers and [redacted] made his choice, my tech left to carry on with his day and it was then passed on to me [redacted] "Owner " at which time I placed the order. The next morning [redacted] called to cancel explaining that his front door was more of a priority and they want to hold off on the door but still have the garage door opener installed. I explained it's already rolling and in reality his current door is in such dangers shape it really needed to be addressed that is some of the conversation between [redacted], my service tech and me. I then explained we have a whole product line of front man doors and offered to come by with a catalog and let him pick out exactly what he and his wife were looking for again another four hours of time in the sales area. I then priced out three different styles of front man doors for him. [redacted] commented that our prices were real close to the other quotes he had received and said he would let his wife pick out the door she wanted. So we waited a week or so never heard back from him so we called to schedule the garage door opener installation, which we set up with no problem I then asked if they had made a decision on the front door and he replied no not yet and I said call me when you do. I then left out of town for business and Family reasons my phones answered by our answering service there was one call from [redacted], called twice while I was gone his operator already installed and we were just waiting on a door style. When I returned I listened to both of his messages one very kind and the second I would say it was inappropriate he made the threat to call the Revdex.com prior to us speaking. When I did return it was two days after his second voice mail which at that time one of my office staff accidently sent him a check for some remainder balance which we do not do, It's company policy that there are no cash refunds and every customer gets a copy of it and has it explained to them. p.2So once I found that out our accounting team stopped payment on the check and sent [redacted] A due bill for $200.00 dollars that he could spend with us at any time with in one year's time, we never heard back from Mr. [redacted] and then we received your letter. So we offered a solution to [redacted] and at this time he has not called to use it our offer, The reason for the $200.00 dollars we applied the $105.00 dollars to the sales time and office time which cost me more like $500.00 dollars at this point. But my offer stands for the next 11 months without reservation. V/R [redacted] V. Lonchar D&L Overhead Door Co.