Complaints

• Initial Complaint

  11/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. On 5.6.22, Palouse Garage Door (PGD) installed a garage door for me for $2806. In 2 weeks, the door started to stumble while opening thus shaking the whole construction very strongly. On 6.3.22, they came on a 1-mo guarantee call.They unbend a couple of corners on the railings, but that did not help. After several openings and closing of the door, the opener latch was disconnected from the chain. After that, he concluded that the hook on the latch is broken and fixed it with black gorilla tape. He said that it is the door opener, not the door itself, which causes the problem and so the opener needs to be replaced. He charged me $75 + tax ($80.85 total). 2. I called *********************** Garage Door (****) asking to replace my garage door opener. On 6.30.22, the person from **** came, checked, and told me that nothing is wrong with my opener. The problem is the incorrect adjustment of the spring and incorrect alignment of the door and sidewall railings. He quickly adjusted all the above and charged me $125+ tax ($134.88 total).3.By PGD recommendation, I contacted Palouse Garage Door with this complaint and requested a refund for both visits ($80.85 +$134.88 =$215.73). They immediately came to look, denied everything, said that the door spring is set asymmetrically, and adjusted it back which caused my door started to stumble again (not that strong though). I said I am not happy with their jobs and still want my money back, they yelled at me, refused to refund anything, and threatened me with a lawsuit. In conclusion, Palouse Garage Door installed my garage door incorrectly and did not fix the problem under guarantee. They point to the wrong problem for which I had to arrange a 2nd visit from ***********************. The **** man fixed my door problem for $125+tax, which PGD should have fixed free of charge or eliminated during the door installation on 5.6.22. I request Palouse Garage Door to refund me my $215.73 the price of two after-installation visits.

  Business response

  11/25/2022

  We did, in fact, install a door for the customer listed above on the date stated. However, as you can see on the attached invoice, the customer decided to reuse her old operator instead of purchasing a new one at the time of install. This is not unheard of, but she was told at the time that she had an old operator (from **** - over 20 years old) that was having intermittent issues. We sent our Field Supervisor out when she called back complaining of the issues - he did not unbend anything, he straightened a crooked bracket which had no effect on how the door runs, but was a cosmetic fix. Additionally he told her AGAIN the operator was causing problems and out of kindness used his gorilla tape to re-attach the broken traveller as a "band-aid" because she needed a new operator She was NOT charged for that "fix". Because the call was NOT a "Call back guarantee" she was charged our rate of $75 for a service call. We had no prior knowledge that she was calling ***** ******. We got an email on 8/18/22 from the customer requesting a refund. At that time, the owner and the field supervisor then went BACK to the customers house to look at the door AGAIN. The door ran flawlessly when not connected to the opener. *** (owner) then demonstrated to the customer the way the door ran both connected AND disconnected showing her what the problem was. Additionally, *** called ***** ****** in front of the customer to find out what the technician from ***** ****** had told her. During that phone call the technician DENIED telling her that door was installed improperly and ALSO told her she needed a new opener. At that point, *** told her we would not be refunding her any of the money, but we would sell her an operator. This made the customer mad - and she started threatening to smear the business across multiple review sites ******** Yelp, etc.) and at that point *** told her we would get our lawyer involved as she was outright lying (slander) about the ***** ****** people had said and we had told her repeatedly how to fix her issue. 

   

  Simply put, to fix the problems with her door, she needs a new operator. She was told that by both Palouse Garage Door, and ***** ******. The work we did, and guarantee, is exactly as it should be.

  Customer response

  11/26/2022

   
  Complaint: 18398127
  
  I am rejecting this response because their statement is wrong whereas mine is correct. Here are my comments on their statement marked like this: (MS: in brackets):

  We did, in fact, install a door for the customer listed above on the date stated. However, as you can see on the attached invoice, the customer decided to reuse her old operator instead of purchasing a new one at the time of install. (MS: ** I remember, I assumed that opener and the door is the one whole system and supposed to be installed all together under the title Garage door, but its Irrelevant.)

  
  This is not unheard of, but she was told at the time that she had an old operator (from **** - over 20 years old) (MS: the operator was installed in ****) that was having intermittent issues (MS: not at all!). We sent our Field Supervisor out when she called back complaining of the issues - he did not unbend anything, he straightened (MS: straightened is a synonym of unbend) a crooked bracket which had no effect on how the door runs, but was a cosmetic fix.
  Additionally he told her AGAIN (MS: they never told that before. I told them there is a problem,after they install the door) the operator was causing problems and out of kindness  (MS: ha-ha) used his gorilla tape to re-attach the broken traveller as a "band-aid"because she needed a new operator .She was NOT charged for that "fix". Because the call was NOT a "Call back guarantee" (MS: it WAS the Call back guarantee", not a service call!!! They did NOT fix anything but said to change the opener. If they did NOT FIX why did they charge? For what?) she was charged our rate of $75 for a service call. We had no prior knowledge that she was calling ***** ******. (MS: I called *********************** (WD) after Palouse Garage Door (PGD) recommended me to change opener) We got an email on 8/18/22 from the customer requesting a refund.At that time, the owner and the field supervisor then went BACK to the customers house to look at the door AGAIN. The door ran flawlessly (MS: ** course,it ran smoothly it is because *********************** (WD) person has adjusted the door!!! He said the opener is fine and do NOT need to be replaced) when not connected to the opener (MS: how can a door run without being connected to the opener??? Why would any want to run the door without an opener???) . *** (owner) then demonstrated to the customer the way the door ran both connected AND disconnected showing her what the problem was (MS: at this time, the door WAS FIXED BY *********************** guy!!!! ** course it ran smoothly then!!!)  Additionally, *** called ***** ****** in front of the customer to find out what the technician from ***** ****** had told her.During that phone call the technician DENIED telling her that door was installed improperly (MS:*********** told that he did NOT REMEMBER what he said to me and do NOT remember my case to my very surprise) and ALSO told her she needed a new opener (MS: *********** SPECIFICALLY told me NOT to change the opener for a new one as the old one runs absolutely fine and was NOT the reason for the problem. He HAS FIXED the problem by adjusting the door in from of me!).

  At that point, *** told her we would not be refunding her any of the money (MS: true, hence the complaint to ***** but we would sell her an operator. This made the customer - and she started threatening to smear the business across multiple review sites ******** Yelp, etc.) and at that point *** told her we would get our lawyer involved as she was outright lying (slander) about the ***** ****** people had said and we had told her repeatedly how to fix her issue. (MS: not only he told me HOW to fix the issue, he/they did NOT see where the problem was, hence could NOT fix it and did NOT fix it but charged $75 for not-fixing and not-seeing. They did NOT see that the problem was their not even installation of the door. WD person saw it immediately and fixed it by adjusting the door and the spring after what the door started running smoothly.).
  Simply put, to fix the problems with her door, she needs a new operator. She was told that by both Palouse Garage Door, and ***** ****** (MS: NO! WD Specifically told that I do NOT need to change the operator/opener). The work we did, and guarantee, is exactly as it should be **** ***** is NOT).
  

  MS: simply put, PGD did NOT adjust the new garage door properly. It started to cause the problem when door was opening. I timely ordered a "Call back guarantee". They come, did NOT see and did NOT fix the problem but charged $75 wrongly charged! Moreover, they gave wrong recommendation upon which I ordered the service form *********************** (WD). WD person came, point into the correct problem and HAS FIXED it by adjusting the door the job that should has been done by PGD on the first place when the door was installed. WD person charged me $125 for his job correctly. What was wrong was that I should not have to call for WD service at all but the problem should has be fixed for free by PGD at the time of installation or during "Call back guarantee but has not.
  

  I want my $200 + tax back. 

  
  Sincerely,
  
  *******************************

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