ComplaintsforOverhead Door Company of Norwich, Inc.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date work done was 4/10/23 I called in advance, 8 - 10 days prior to appointment; their service manager, Scott, called me back and requested that I take pictures of my doors, give him model numbers, etc. so the appropriate supplies could be ordered in advance. He assured me that the day of the appointment they would have all necessary replacement parts on the truck for the service technician to do the job. When the technician was here, he did not want to perform any of the requested work. Also, he did not have any of our requested replacement materials specific to our door models. And, He said "there is nothing wrong with your doors, leave them that way". We stated to him that you could see daylight through the bottom of the doors, that is why we wanted new weather stripping/molding. He spent 10-15 minutes pulling out the old nails on the door moldings, instead of simply using new nails, and much quicker. I also asked the technician if "Scott" had called him to tell him about our job and service work and he said "no one ever told me about your job" I had to literally force the technician to do the work. Once the work was completed, he said we were all set. We paid him and he left. We checked the doors and they were not even adjusted properly, the doors were at least two inches from the ground, they were never adjusted correctly. He didn't even check to see if they properly closed before he left. We called them immediately to get the technician to come back, and he did, but he was extremely upset and clearly annoyed that he had to come back, he stated "I'm done for the day". The next day I texted the service manager, Scott, about my concerns and issues with our appointment and service call, and he never responded back to me. I called again this week to speak with Scott and finally reached him after two weeks and he said "that should have never happened".We paid over $500 for poor work and had to pay another company the next day over $300 to properly fix the job.

  

  Business response

  04/25/2023

  To whom it may concern,
  
  This is our formal response to ***** ********’s letter and BBB compliant.
  
  We were contacted by ***** ******** Monday 4/3/23. He initially called our answering service at 12:15pm. Our office technician Scott returned his call just after 1pm to discuss his request that we come out to replace his garage door bottom rubber and weather seal.
  
  Following a conversation with the customer we asked that he provide photos of his door and bottom rubber. So, we could attach those photos to the work ticket. To ensure our technician brought the correct bottom rubber. This particulate garage door part is very specific to the brand, year, and model of each garage door. Unless you have the exact type, it will not fit.
  
  A ticket was then created by our front office to perform the discussed service for the customer. Scott attempted to upload the photos provided by the customer that night from home because the customer sent the photos after hours. Unfortunately, the photo did not upload properly. So the next day when the ticket was printed, it printed out without the photos. Scott left the next day 4/5 on vacation (set to return Wednesday 4/13). So unfortunately, he was not in the office to catch that the photos were not properly uploaded or attached.
  
  The customer was called Thursday 4/6 (three business after his initial call) by our scheduling department to arrange a time to come out the following business day. With Friday being a national holiday, the next business day was Monday 4/10. Which is the day we arrived.
  
  Our technician arrived on Monday 4/10 with in his discussed time frame. The technician (Mark) has over 35 years of experience in the industry and is a certified Overhead Door trainer at the factory level. Any miss characterization about his skill level or attitude are without merit.
  
  The technician was on site from 2:15pm to 3:45pm. He confirmed that he did not reuse nails. Which is supported by the fact that trim nails can not be reused. One struct they are not usable again as per design. Our technicians also stock hundreds of nails on their truck every day. This particular job required the technician to replace two layers of PVC, which is not standard. Standard doors only require one layer of PVC. Which requires more time. The technician also adjusted the track of the door so it would properly seal. And do a full lubrication, adjustment, and safety inspection on the door as per company policy.
  
  The bottom rubber was not replaced (or even touched) on the customers house because it was an off-brand bottom rubber that we do not carry on the truck as stock. We have it available at the office, but it was not tagged to bring on the ticket because the photos were accidentally not attached. An error we take full responsibility for. We never installed the bottom rubber and the customer was never charged.
  
  At the conclusion of the service the customer paid in full for the PVC replacement and our labor. The check was cashed and another ticket was made to return to replace his bottom rubber at a continuation of service (discounted rate) but the customer declined our offer.
  
  According to our phone records this customer has only called one time following our service which was on Tuesday 4/11. He asked for Scott and was told he was on vacation until the middle of the week. The customer then texted Scott a link to a one star review he left on ****** with no context to follow up request. He never asked to speak with the service manager, operations manager, or owner so we could rectify any situation. We were never given a chance to resolve the matter before he simultaneously contacted ****** and the BBB.
  
  We apologize that the photos were not successfully uploaded to our service ticket so the technician could bring the correct material. However, the customer was never charged for the material or any subsequent labor. We only charged for the work that was performed.
  
  As per our company policy we want to make every effort to rectify situations and have a happy customer. We are willing to compensate the customer the full $300 that the other company charged them to perform the work that we did not perform (or bill for). We feel that is more than fair and wish we had the opportunity to discuss this with the customer before they escalated it to other parties.
  
  We look forward to a quick resolution regarding this issue and would appreciate the opportunity to discuss it with the customer.
  

  Customer response

  04/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

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