Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:I filed the below complaint 8-18-2015 in which they agreed to refund me my deposit. I have not heard anything nor received my refund.[redacted]I called to setup an appointment and they were available the next day. I already knew what door I wanted and I told the guy I wanted a Thermacore door and I needed a TDI certificate. The service guy told me no problem they would take care of all of that. They were going to charge me an extra 300, because an inspector had to come out and look at the door. So I agreed and payed the $200.00 deposit. This was on Tuesday and he told me they had an appointment available that Friday morning to install the door. I asked the guy he had on the phone to send me the invoice so I could take a look at it. I never received anything so I called that Friday morning to asked for them to send me the invoice. So after reading the invoice I realized it wasn't even the door I asked for. It was some other brand. So I called back and wanted to speak to customer service, so the guy transferred me and I had to leave a message. This was already around 11 o'clock. I finally called back and got a hold of a customer service guy and I explained my concerns about the door not being what I wanted. It didn't have the same R-rating and that was a concern to me because I want to cool my garage. Plus I googled the door that was on the invoice and found it 400 dollars cheaper online. Well he went ahead and gave me a 5% discount because I'm a Veteran so I was going to go ahead and have them install the door today. Well it was around 3 o'clock and still no garage guy. Around 3:20 I get a call from Dan that explains that since the door has to be wind rated that it wasn't in stock and has to be ordered and it would be the end of the month before they could install. I was so pissed off that I wasted a whole day waiting around. So I canceled the order then I told him that I wanted my $200.00 back. I told him it had already cleared my bank and his exact words were that's "impossible". So I sent a screen capture showing that it had already cleared.[redacted]TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I would like my 200 dollar deposit back.Translate
We would like to extend another apology for the inconvenience and difficulty with the order and would like to thank the customer for allowing us the opportunity to earn his business. We appreciate this feedback being brought to our attention to give us the opportunity to re-train the employees...
involved on correct order and scheduling procedures. We have already agreed to refund the $200 deposit and a check has been requested and will be mailed to the client within 2-3 weeks. We apologize for the delay, but unfortunately our bank can take up to two weeks from when the original check was deposited to notify us of any stop pay, NSF, closed account, or etc and we have to verify the original check has cleared before issuing a refund.
The two issues the customer has had with the garage door are completely unrelated. When our technician came out on 10/15 a problem was diagnosed with the motor and replacement was recommended, agreed to, and completed. When the technician left the door was functioning properly and if there had been...
any other concerns presented they would have been brought to the customer's attention and options for repair or replacement given. We cannot diagnose or address a problem that has not been presented. The installation of the motor does not in any way involve any adjustments or work being done to the springs as they are completely separate components. It appears to be an extreme coincidence that the spring broke within a day of our technician replacing the motor, but even with this being the case we still reached out to the customer and offered them a special reduced price for the new springs due to the whole experience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Complaint Detail / ProblemComplaint Type:Refund / Exchange IssuesselectProblem:I filed the below complaint 8-18-2015 in which they agreed to refund me my deposit. I have not heard anything nor received my refund.[redacted]I called to setup an appointment and they were available the next day. I already knew what door I wanted and I told the guy I wanted a Thermacore door and I needed a TDI certificate. The service guy told me no problem they would take care of all of that. They were going to charge me an extra 300, because an inspector had to come out and look at the door. So I agreed and payed the $200.00 deposit. This was on Tuesday and he told me they had an appointment available that Friday morning to install the door. I asked the guy he had on the phone to send me the invoice so I could take a look at it. I never received anything so I called that Friday morning to asked for them to send me the invoice. So after reading the invoice I realized it wasn't even the door I asked for. It was some other brand. So I called back and wanted to speak to customer service, so the guy transferred me and I had to leave a message. This was already around 11 o'clock. I finally called back and got a hold of a customer service guy and I explained my concerns about the door not being what I wanted. It didn't have the same R-rating and that was a concern to me because I want to cool my garage. Plus I googled the door that was on the invoice and found it 400 dollars cheaper online. Well he went ahead and gave me a 5% discount because I'm a Veteran so I was going to go ahead and have them install the door today. Well it was around 3 o'clock and still no garage guy. Around 3:20 I get a call from Dan that explains that since the door has to be wind rated that it wasn't in stock and has to be ordered and it would be the end of the month before they could install. I was so pissed off that I wasted a whole day waiting around. So I canceled the order then I told him that I wanted my $200.00 back. I told him it had already cleared my bank and his exact words were that's "impossible". So I sent a screen capture showing that it had already cleared.[redacted]TranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I would like my 200 dollar deposit back.Translate
We would like to extend another apology for the inconvenience and difficulty with the order and would like to thank the customer for allowing us the opportunity to earn his business. We appreciate this feedback being brought to our attention to give us the opportunity to re-train the employees...
involved on correct order and scheduling procedures. We have already agreed to refund the $200 deposit and a check has been requested and will be mailed to the client within 2-3 weeks. We apologize for the delay, but unfortunately our bank can take up to two weeks from when the original check was deposited to notify us of any stop pay, NSF, closed account, or etc and we have to verify the original check has cleared before issuing a refund.
The two issues the customer has had with the garage door are completely unrelated. When our technician came out on 10/15 a problem was diagnosed with the motor and replacement was recommended, agreed to, and completed. When the technician left the door was functioning properly and if there had been...
any other concerns presented they would have been brought to the customer's attention and options for repair or replacement given. We cannot diagnose or address a problem that has not been presented. The installation of the motor does not in any way involve any adjustments or work being done to the springs as they are completely separate components. It appears to be an extreme coincidence that the spring broke within a day of our technician replacing the motor, but even with this being the case we still reached out to the customer and offered them a special reduced price for the new springs due to the whole experience.