Overhead Door Co. of Greater Cincinnati, Inc.

DATE: October 10,
TO: *** *** - Revdex.com
FROM: Charlie Hope - Overhead Door Company of Greater
Cincinnati
RE: Complaint # *** *** ***
I would prefer that this case goes directly to Arbitration and I will accept the Arbitrator's judgment
The reason for this request is for over one year, this customer has either nor responded to my telephone calls and emails or it has taken weeks to receive a reply. My last attempt to bring this purchase to a close was an email I sent on September 3, titled "Finally?". This was when I offered to reduce the balance owed by $500.00. After two weeks went by and I did not receive a reply, I issued a credit to her account in the amount of $and told our Accounting Department to send an invoice to her for the balance. On Saturday, September 20th at 7:a.m., Ms*** sent me an email. I did not see the email until Monday, September 22nd which stated her position. I did not reply as I did not want this to carry on any further. By contacting the Revdex.com, I am hopeful we can go to an independent Arbitrator and end this for both of us.
Thank you and I look forward to hearing from you
Sincerely,
*** ***
Door Division Sales Manager

December 4,2014 *** *** - Revdex.comRE: Complaint ID # ***_____________________________________________________________________________...⇄ Door Company of Greater Cincinnati has already responded. Once Overhead Door Company responded, since the contractor did not like the response, he changed his perceived version of the facts again. At this point, the matter has been turned over to legal counsel to file a Mechanic's Lien. I believe it has already been filed.I can only assume that the misstatements he makes in his response are trying to frame the issue for the lien process. However, now that the matter is in our attorney's hands for collection, Overhead Door Company of Greater Cincinnati will not allow the Revdex.com forum to be used to recast the facts as the Contractor now wants to view them.We anticipate this matter will end up in litigation and prefer that the results of the court case speak as to who was wrong and who was right in this matter. As this matter is shortly headed for litigation, our correspondence with the Revdex.com on this matter must, on advice of counsel, be terminated. We will report back to the Revdex.com to remove this claim from our records once we prevail in court.Thank you and please give me a call if you have any questions.Sincerely,* *** *** Door Division Sales Manager

September 25,
Revdex.com
*** *** ***
REF: Complaint ID Number *** - MrMrs*** ***
Mr***'s desired settlement is for us to finish the job. Mr***'s wife spoke with our Operations Manager, **
***, and requested that the work be done on Saturday, so they did not have to rush home to be there after 3:PM. She scheduled with Ed to have the spring replacement completed this Saturday the 27th of September
At this time, I am not able to address Mr***'s comments concerning "crappy attitude" because the lady I believe he is referring to is out of state dealing with a family emergency. For the same reason, I am not able to answer what happened on the two scheduled appointments on the 8th and 18th of September. The last appointment on the 22nd was not completed because the install technician did not take the correct spring. I believe this is when Mrs*** scheduled the Saturday appointment with MrBoudreau
I do not need to speak with our employee to know we, as a company, have not done a good job communicating with our employees as to what was needed to complete this job on the first visitWe did not follow thru with Mrand Mrs*** and provide them with a finished product and obviously did not show empathy to the problem which we caused
The warranty provided with the purchase of a new door is a full one year warranty for material and labor. In this case, I am going to extend this warranty for a full years against defects in material and labor
Please convey my apology to Mrand Mrs*** and I am available to discuss this with them if they would like. I may be reached at the office by phone *** *** *** ***
Sincerely,
*** ***
Door Division Sales Manager

[redacted],  I Called [redacted] and left a voice mail to discuss the damage to his garage door. I also email my information so they can contact me. I will reply to complaint after our assessment. My Install manager will set up a visit to their location. Thank you. [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it....

 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like supporting documents(statement and/or invoice) sent to me indicating the remaining balance is zero and that my warranty remains.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I don't know [redacted] since my direct dealings were with [redacted], the better fit person to reply. I value my time and would not go through these efforts if I didn't feel my client, our company, and subcontractors weren't disadvantaged by the shortcomings of Overhead Door/IBP.  This is my first time ever filing a formal complaint regarding a disservice from a company. Unfortunately the response does not acknowledge my several attempts to get answers and timely responses. During this process, I had sent 48 emails to them and received half in reply.  I had to visit their office on 3 separate occasions to get replies to several emails sent followed by my phone calls that weren't returned.  Neither the salesman or the manager ever visited the project during the dreadful process of trying to coordinate with them. The schedule of desired installation were continually communicated and missed. They initially sent field installers to the project without materials and no direction. Our drawings provided by [redacted] Architecture were very explicit on sizes and locations along with wall layout around. Every project of this caliber requires shop drawings which came 1 month later than communicated. On September 22nd, we were advised by email of a delivery within 2-3 weeks. When we realized the product was not coming on time and were told the product was additional 5-6 weeks beyond Oct. 9th, we cancelled the order.  We could not hold back all the contractors anymore during construction and delay the store from opening. The ripple effect of further delaying the store opening and causing further lost profits was not an option. We finished construction on November 7th and received our Certificate of Occupancy. Our client, [redacted] Diamonds, opened their doors to the public on November 10th. The best cooperation we got was with the later involved general manager, [redacted] [redacted], who tried to help out the already bad situation and responded to our request to send a removal crew on November 6th to remove all their material on the project.  We are currently working with another company to provide a security gate to protect the store from potential vandals and thieves. I ask for Overhead/IBP to acknowledge their insufficiency within the project and apologize to our client, [redacted], for delaying their store opening.
Regards,
[redacted]

On July 28, 2014 we received a contract for the doors we originally quoted to the contractor on May 23, 2014. The time line for delivery of these doors from Overhead Door Corporation would be two weeks.
Around the 1St of August, the customer changed his mind and wanted to look at a different type...

of door and color options. On August 4th we were asked if the bronzed anodized was available and we told the contractor/end user yes. We directed them to the web site of the alternate supplier and around the 19th of August they chose solid aluminum doors with a bronze finish.
The plans did not identify a door size for any of the openings. Therefore, on September 4-5 & 9, we set tube steel for the purpose of determining a door size in width and height, so we could get pricing from the manufacture. On September 22, 2014 the shop drawings were sent to the contractor for his approval. They were returned with his okay.
On October 9th the contractor came into our office and was told the doors were 5 weeks out. He wanted to cancel the order, but was advised by the manufacture that the order was in progress and cost would be involved if the order was cancelled. At this point, he chose to let the order proceed. As late as the 17th of October the order had not been cancelled.
The customer says that the doors were to be installed in October with a turnover date of November 3, 2014. The time line for the doors to be installed and the turnover of the space to the end user was never mentioned in any email to our company.
The customer chose to notify the Revdex.com only after he was advised by us that we were filing a mechanic's lien on his property. He was sent an invoice on November 1, 2014 for our labor cost and cancellation charge from the supplier.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business...

have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr Charlie Hope's response was unfortunate and not at all customer centered.  As you will see in the attached, as the customer, I have experienced several delayed responses from Overhead Door, yet Mr. Hope's focus was on delayed responses on my part.  As documented throughout my responses, it became extremely difficult to coordinate additional time away from work to accomodate the repairs.  I at no point in time imagined an entry door would take 3 installations plus additional follow-up visits to my home.  I expected professional service and workmanship that would accomplish the desired outcome in the one agreeed upon installation.  This inconvenience has caused undue stress and a financial hardship for me as the lost wages nearly equate the balance of the door.  All things considered, in the end, this door will cost me more than the contracted amount agreed upon and the company has still failed to address several concerns.  My doorbell no longer rings on a consistent basis when pushed, my floor was not repaired(in the attached Charlie says a professional would fix at last install, did not happen )and trim is unfinished and does not match.  Once I pay someone to address these issues, due to Overhead Door's failure to address, I will be further in a deficit situation.  Mr. Hope stated that we would discuss an adjustment, I did not expect an email with his proposal.  Given the numerous issues with the service/workmanship provided, that Mr. Hope admitted was unacceptable, a follow-up phone call to confirm my satisfaction/dissatisfaction and to further discuss adjustment would have been appropriate. 
Regards,
[redacted]

DATE:               October 17,2014
 
TO:                  [redacted] - Revdex.com
FROM:            Charlie Hope - Overhead Door Company of Greater Cincinnati
RE:                  Complaint # [redacted]  - [redacted]
--------------------------------------------------------------------------------...⇄ /> Overhead Door Company of Greater Cincinnati would like to offer a settlement of Ms. [redacted]'s complaint
by offering to credit the current balance of $1,676.00, in exchange for Ms. [redacted] taking care of the remaining
service items.
This agreement does not change her warranty period of the material or labor.
Thank you and I look forward to your reply.
SIncerely,
Charles L. Hope
Door Division Sales Manager

Spoke with our customer and our builder, corrected the garage door and resolved this issue.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]---[redacted], I’m still waiting for a response after a second representative contradicted the story the first  person presented to me.  It appears I will have to take them to small claims court as they will not honor the warranty.  I’ll  keep you informed. Thank You for your time, [redacted]