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Complaint Details
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Initial Complaint
09/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/26 I paid in partial for a new garage door. At time was told 4-6 wk lead time for install. After that time had passed I reached out to the company on 4 occasions and never received follow up or update on status. After multiple attempts and delays I am seeking a refund as I no longer wish to due business with this company due to poor customer service and very poor communication. Only seeking refund for what I paid and business is refusing.
Business response
09/18/2023
Unfortunately there are no guarantees on manufacturing lead times, only estimations. We can deliver the door for the amount already paid with nothing due as requested by the customer as they choose not to work with us further. I personally apoligize for the inconvenience. Anthony Paruta (owner)Initial Complaint
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called and scheduled a basic repair for a cable to get fixed - I specified on the phone that is all I wanted done. I was not home when the installer came by but my wife was. The whole issue was a simple broken cable i wanted repaired and when the tech showed up he told my wife the garage needed the "gold double rebuild package", She did not know what this meant but all she knew is he was there to fix the cable. The tech said it would be 1087 - My wife misunderstood and really confused saying she thought he meant $10.87 for the cable. He did not provide her with a written estimate, or leave her a receipt and said he would email the receipt even though they did not have my email address. When my wife asked the tech if she should her husband he told herr theres no need that I explained everything over the phone - even though the only time I ever spoke with the tech was for him to let me know he was on his way and spoke nothing of the damage- My wife was taken advantage of and work was done that did not need to be done - the tech advised my wife not to call me and was not specific on numbers - I would like the money I did not need to spend refunded. When I called and spoke to a manager there I was told "maybe next time I should make sure Im home" I am sick to my stomach I gave this company a penny.Business response
05/22/2023
Typically when our manager has the opportunity to right a wrong he jumps at the opportunity. This is why we are one of the highest rated service businesses in Western NY. In this case Mr. ****** was immediately combative with the manager that had reached out. It seems he was upset that his wife was upsold after he claimed he specifically requested only the cable be changed on the door. However, this is not true, Mr. ****** told our customer service rep he had a broken cable on his garage door and wanted to have someone come out to take care of that for him, he also stated his wife would be home to meet the technician. We have the call recordings and I find when someone lies once, they typically have a propensity to make a habit of it. It is the technicians job to evaluate the door and suggest appropriate long term repairs. The technician offered 3 options for immediate and preventative repairs. Mr. ******'s wife, chose a middle of the road option, to repair the 40 year old door. I don't find it very believable someone would think a service company is going drive to your home and perform 2 hours of repairs for $10.87, but suppose anything is possible. The tech states he never advised Mr. ******'s wife not to call the husband and she was perfectly able to make the decision and at no time did she seem confused about anything explained to her and the work to be completed. All of our invoicing is digital, if there is no email address on file we mail it out the following day. From all the information we have we didn't do business with Mr. ******, he merely booked the appointment for Mrs. ******. If Mrs. ****** would like a partial refund because she was confused by the technician we would like to hear from her, but Mr. ****** will need to remove all of the libelous reviews he posted on the internet. Otherwise, we will be compelled to forward evidence of such untrue postings and reviews to our attorney to bring a suit of defamation.Customer response
05/24/2023
We are all set. The company is refunding me. Thank you
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.