Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  OnTrac was supposed to install garage doors as the ****** online vendor. OnTrac falsely stated that ***** did not make single garage doors, after 2 separate referrals from ****** online, and instead supplied an inferior brand. Ontrac miscalculated and the doors do NOT cover the entire opening, resulting in large amounts of water infiltrating garage when it rains, and openings that do not keep out the elements, bugs or rodents. In October, 2022, ****** had promised to fix the doors and bring replacement panels that would cover the opening. Since that time, OnTrac has not communicated with us, even though we sent several requests for updates on the garage doors. Now, nearly a year after they said they would reorder the panels, they tell us that they refuse to fix the problem unless we pay them more money. We cannot trust them, and it is clear that they will not fix the problem. We request a refund of our deposit so that we can have another garage door company fix/replace OnTrac's defective work.

  Business response

  09/26/2023

   

  This is not an accurate account of what all took place.  We have a signed contract with the customer for the exact ******************** and openers we installed. Her openings are 8.4 tall. The doors come 8.3 or 8.6 tall   She contracted for 8.6 tall.  After we installed she was not happy with the look of 8.6 so we order a new section and went back and installed 8.3 tall in Aug 2022 at no extra charge.. ( delays were do to material shortages)   After that install, she still was not happy and insisted we order a "custom" door 8.4 which is not possible. She was not satisfied with that answer.  In the end she wanted to switch back to 8.6 and we told her ok, but she needed to pay the balance she owed of the remaining $7095 that was due ( total was $9460).  Once she paid we would order another section and install it for free.  She refused.  Finally,  We filed a small claims and the hearing is on 10/11/23. 
  

  She originally was a ************ customer but ************ did not carry or make any doors to fit her odd size openings.  She agreed to purchase Clopay Brand and signed a contract.   The doors and openers were installed on 3/30/22.  We replaced one section back to 8.3 but she was still not happy. The doors have been used everyday since 3/2022 and ************ has refused to pay the balance of her contract of $7095 so we filed a small claims to let the court make a decision. We have a complete record of all emails and correspondence throughout the process.

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