Global Development Strategies Inc

Attached is the invoice from 10/6/2013, signed by the customer, which documents all of the warranty terms. Outside of the standard 30 day service warranty there is an $89 service call fee plus installation labor to replace any parts covered under warranty. Springs that are different lengths and...

diameters can balance a door the same way ie: a longer spring with a smaller diameter can handle the same weight as a shorter spring with a larger diameter. We normally use a larger diameter spring and when another company points out that a spring is shorter it often seems to be a sales tactic to "earn" the customer's business. Also with the time that has passed since the original install, any number of different factors could have led the spring to break. Despite all of this we always stand behind our installations, had the customer contacted our client service department we would have been happy to waive the service fee to evaluate the springs and swap them at no charge if they were in fact the incorrect size. The customer chose to go with another company rather than giving us that opportunity so there is nothing further we can do to assist them at this time.

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.  For your reference, details of the offer I reviewed appear below.
I reviewed the response from the company.  On 11-29-14, I did call with regards to the malfunctioning garage door opener.   The unit did become operational again, as it would work and then stop working during the year and four months it was in my garage.  I do not have a copy, nor was the warranty ever explained to me.   As far as the offer to have a technician come out, I feel I shouldn't have to pay ANOTHER service fee of $89 and I was never offered a discounted rate of $49 for a technician to come out.  A company should stand behind the product that they are selling. As I stated before, I spoke with the customer service manager on 7-20-15 and was informed that as soon as another person (other than their technician) touched the unit the warranty become null and void.  I would like to see a copy of the warranty where that statement is written.  I am wiling to pay for the service call that was done on March 29, 2014 because the technician did come and install the unit, but I believe that the cost of the unit itself ($396 + tax) should be refunded to me.  Thank you for your time.  
Regards,
[redacted]

We apologize for any and all inconvenience that the customer endured due to this experience. We strive to provide the highest quality parts and service in the industry, but also offer the best repair options and any coupons available to fit the repair cost into our customer's budget. We were able to...

speak with the customer on 12/27/2018 and reached an agreement for repair work in resolution of the complaint. Thank you for bringing this invaluable feedback to our attention, as a business we are always looking for ways to improve our processes and procedures to ensure that a similar situation does not happen to any future customers.

We were able to reach out to the consumer and come to a resolution of the complaint issues. The full price for the service was reviewed on site and agreed upon for the repair. The $189.99 charge invoiced for lube and tune was actually applied to cover all labor involved in changing out the rollers...

and trolley guide in addition to the lube and tune up on door being completed. In addition to the standard safety inspection/ diagnostic fee being waived for a $89.99 discount and 5% senior discount being applied, we were able to apply an additional $75 discount for a coupon she had presented on site.

We apologize for the experience received and greatly appreciate these concerns being brought to our attention. Customer satisfaction is our number one priority and the concerns presented will be addressed with our technician and office representative. Our technicians do make recommendations on...

repairs to ensure our customers doors will function for years and years to come, but the customer has every opportunity to decline. We also have every ability to provide a written estimate if necessary. In resolution we will gladly refund the $49 safety inspection/diagnostic fee charged. We reached out to the customer and left a voice-mail for a call back to extend an additional apology and let them know the charge will be refunded.

I explained to the client that the first service was 5/20/14 and there has not been an issue with the unit or anything we did. However when our technician arrived on site he noticed that the belt on the motor was twisted. This happens sometimes and needs to be adjusted. Also our technician...

 noticed that the safety wires needed some electrical tape on  them and we accommodated at no charge., The client's difficulty comes in with the twisted belt which we charged labor for not the wires. The fees come out to a reduced service fee and minimum labor fee. We will not refund because everything was expressed to the client before we arrived. Although, we want to make sure our client is satisfied there hasn't been any issue with the install of this product.Thank you

We have attempted to call the customer several times to discuss and reach a resolution of their complaint and have not received a call back. We request that the customer contact our client service department directly at 877-266-8897 at their earliest convenience.  Thank you

To resolve the client's complaint issues we will agree to collect the door and parts and issue a refund for $714. The $100 deposit is non-refundable and applies to cover restocking fees associated with the door cancel. We are currently awaiting a call back from the consumer to schedule an appointment to pick up the door, once it is collected the refund will be processed.

I see that this client has been taken care of. We installed a motor on 4/6/15 and we show a warranty to correct the broken belt at no cost of course. I see no reason to issue a $150 refund since the issue has since been corrected. Attached are both invoices. Thank you

The customer has every right to decline repairs if they do not feel that they are needed, but in that case there is a service call fee to cover the cost of the technician's visit, gas, and all other overhead that is involved to make the visit happen. We make the fee clear when the appointment is set and at that point there is always an option to decline to have the service tech out. We do not complete band-aid repairs, and in this case if the drums had not been replaced then the door would not be fully functional. Otherwise they would not have been recommended. As previously stated, we feel we did everything in our power to repair the customer's garage door correctly and for a great value and everything was made clear up front and agreed upon before any work was completed.

We recognize every point of the customer's complaint and will address as follows. The Multi-Point Safety Checklist is what the service call is, to come out and assess the customer's garage door and determine if there are any repairs needed or any safety concerns with any operational parts of their...

garage door system. We do this checklist on every single job. The door is a separate system than the motor. Selling the customer a door has nothing to do with the motor, as the two systems work separately, yet together. You can still operate your door manually without a motor. The original service call was for a safety eye service not a door service. The customer called in under the impression that her safety eyes were malfunctioning. Upon arrival the technician assessed that the belt was loose. Adjustment of the safety eyes and the belt are tasks that a professional should do, and if they are done wrong such as the belt being adjusted incorrectly, it could cause many of problems such as the belt snapping or other damages, so we feel as if the charges are just, when  We quote the customer prior to doing any work and they were agreed upon, based on the signature of the customer on the invoice, which is attached. The section that describes PROJECT DESCRIPTION/MATERIALS TO BE REPAIRED OR INSTALLED is not limited to the scope of new product but to existing product that needs repair as well, in this case it was the components associated to the motor itself. So this claim made by the customer that there were no products to be repaired or replaced is false, because we service the motor. The recycling/disposal fee is built into the cost of every invoice and the bottom line is that it was inclusive of the quote, it was not added on after we had quoted the client. The $75.00 discount was an active coupon we had for the door install, and on two car garages we actually have a $100.00 coupon. So the client is correct on that. As for the charges of $694.84, we have searched for them by the day, specific amount, authorization code, and order ID and have yet to locate these. So as to the claim of our company illegally using the customer's credit card, we cannot justify this based on our records, so we would need some kind of verification from the client that this actually took place. We advised customer that she needs to contact her bank to dispute those charges. We use a secure system that stores information internally and no employee has access to credit card numbers. The transaction was taken place via our technicians mobile credit card reader, so no information was ever written down, all information goes directly into our secure system. We feel as though the original charge for $212.95 was justified as it was service to the motor and not the door. However we offered to refund the entire total of the $212.95, and honor the 25 dollar difference in the coupon and client has not been cooperative.Thank you

Good day:
 
In regard to my settlement regarding complaint # [redacted]; although we reached an agreement, I never received the agreed-upon refund.  Please advise as to what further steps could/should be taken in this regard.
 
Thank you!
 
[redacted]

As stated we have not collected any payment nor provided any products or services to this consumer.  We offered to make an accommodation toward any necessary repairs as a good faith effort to resolve the complaint, the customer has declined to do any business with us. There is nothing further we can do.

On 4/27/15 the customer called to request a new garage door and installation.  An agreement for the door purchase and install was made verbally with a deposit collected. This verbal agreement serves as a binding contract for the door installation due to the order being placed over the phone,...

which makes a signature impossible to acquire. The installation was scheduled for 4/29/15 between 12-3 p.m. The customer called our office at 10:49 a.m. on 4/29/15 (slightly more than an hour before install) wishing to cancel the order. Cancelling with this little lead time is completely unreasonable as our company had already taken possession of the customer's door from the manufacturer and our installer was en-route to the customer's home. The client declined to have the door installed, so it was left in their possession as it is now their property. In resolution we are able to offer a $200 reduction on the price of the door or have our installer back out to complete the install and fully uphold our end of the original contract.

Obviously, there was a mistake on the scheduled appointment, but at no time did we intentionally mislead this client. All of our technicians have the name of the company as well as their name on their uniform. I find it very difficult to believe that the name of the company or the name of the...

technician wasn't discussed on site before work was performed considering the client was calling around to other companies. Considering the invoice and the parts invoiced the work looks appropriate and I would say that the quote from this other company for $380 something is absurd. I see in the notes that our client service rep has discussed everything in full and offered $150 off the repairs to settle the matter and in no way is saying that the work done is inferior to another garage door repair. Yes we run higher than the competition because we have skilled workers and quality parts that we back up with a Lifetime guarantee.  We are also on [redacted] with A rating. I am willing to work this out with the client because the misunderstanding of who we were before work started. I will go above and beyond here to show that we are a reliable company and we stand behind our work, but I will not go as low as the $389 quote because it's not reasonable. Our company is willing to cut the bill in half at $588.46 for parts and services and keep the warranties good in the future. There will be no further negotiation as we feel this is an ample settlement and lower than we should go in this case. Respectfully

We have a thorough door verification process and our records do not show any indication that an almond door was ordered, however sometimes mistakes do occur. We have agreed to swap out the door for the almond door that the customer states was ordered and have the installation scheduled for...

9/5/2016.

The stipulation on deposits on our contract is for door installations or deposits made before the work is completed, it does not apply to this repair. All payment is due upon completion of a repair, but in special circumstances to aid our customers we will agree to a "split payment" plan. The...

$408.98 is the first installment of the split payment plan agreed upon by the consumer. Our technicians fully review all repairs and pricing and enter into a verbal contract with the customer before any work is completed. At the customers request we can also provide written documentation, but being a paperless company all official paperwork is processed electronically. We strive to provide the highest quality of products and service in the industry, and use all upgraded parts that we stand behind with a lifetime warranty.  On this occasion the repairs needed and price was fully reviewed and the client authorized the repair to be completed, which they verified when speaking to one of our representatives on 1/19/15. I have reviewed the invoice, and all of our standard prices for parts and services were charge, with several coupon discounts applied. If the customer felt they could find a better price from a different company, they have every option to decline the repair. With all of this being stated, we were able to reach out to the customer, and agreed to a $174.99 reduction on their bill for their satisfaction and to resolve the issues stated in this complaint. This reduction will be applied to the final payment due.

Our client service department was contacted by the customer on 3/17 and we were able to come to a resolution of the complaint to his satisfaction.

We would like to extend an apology for all of the inconvenience faced by this client. Our team schedules and runs appointments to the best of their abilities and plans to have any parts needed on the truck. It appears that several errors have been made and this will be addressed with those employees...

in the office. With that being said we are simply unable to make a repair completely for free. In resolution I can offer to waive any labor associated and reduce the price to make the repair from $[redacted] to $** to cover the cost of the parts needed.

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.  For your reference, details of the offer I reviewed appear below.
As discussed on the phone this morning, I wanted to provide the Revdex.com with a status update regarding my current complaint against Garage Door Services (ID: [redacted]) for mis-representing their services. In their last voice mail to me on Friday 19, 2015, June  1:47 pm, Garage Door Services told me they would pay me the difference between the original quote on the phone (Note: This original quote was for 2 springs and labor.  $89.00 - $169.00.) and the amount I paid $400.00 or $231.00.   Also, refer to their response to the Revdex.com via email on June 19, 2015. To confirm this claim, I spoke the R[redacted] at Garage Door Services - Client Services this morning (9:00) and now they are telling me that their original quote was $160.00 per spring.  This is clearly not the case or I would not have had them event come to my house to install the garage door springs (Note the cost per spring from Home Depot is $40.00).  As mentioned in my original Revdex.com claim, I asked them what the total quote would be for 2 springs and labor and they quoted me. $89 - $169. I confirmed this twice during my original phone call to them.  Now they are changing the story.  According to my records, they need to pay me $231, the difference between what I paid and the original quote ($400.00 - $169.00). Now that they have changed their story, I don't believe they are being honest regarding their original quote or even plan on honoring their June 19, 2015 email to the Revdex.com that they would pay  the above difference. I am submitting this as my update to Revdex.com regarding the current status of this issue with Garage Door Services. 
Regards,
[redacted]