Overhead Door Co of Riverton-Lander

Hi, this is Chuck P [redacted] Pesident and owner of the company [redacted] asked me to respond to this complaint as I was the one who looked at the problemPart of complaint is correctwe did replace the glass in her door and we did replace the glass a second time at no charge to herBut when she called a third time I thought it would be best if I went and looked at the situation, I have attached a picture of the glass the day I went and looked at itAs you can see the glass has a spider break in it which is caused by impact of some sort, it had been hit so hard that the glass had turned to powder where the point of impact wasThis is not how we left the glass the day we installed it, she even admits that it was ten days laterWe do not have control over her door after we leaveWe can not refund her money as this is not a warranty issue

Regarding the complaint from *** ***. Mr*** did order (3) windows on 9/9/16. Those windows were not expected in until the middle of October 2016. During the initial disclosure of the window sale the customer had been explained about how busy our schedule was and that we
would install them in a timely manner as soon as we could. Some of our busiest times of year are at the end of summer and early winter. Most customers wanting to purchase windows will typically wait until the first cold “spell” before deciding to order their replacement windows. Our temperatures for the past 2-months have been fluctuating between degrees as a high and sometimes -degrees below zero as a high. The last 2-months have not been “replacement window” weather. There also has been signifigant snowfall with at least 12” on the groundI was personally unaware that Mr*** had been calling in to discuss his window installation. I did ask him if he knew who he had been talking to about our schedule and he couldn’t recall. He also stated he wasn’t sure when he had called in last. Mr*** had called on, I believe, January 4, and I happened to pick up the phone. He stated that he was disgruntled about our installation schedule, and did threaten us to write a letter to Revdex.com if we didn’t get him on our schedule soon. This was the first that I knew he allegedlly had been calling in as it was never brought to my attention. I asked him if I could look into the situation and call him back. I called him back the same day and advised him that we had an opening for installation on 1/5/17. He stated that would be fine but him and his wife would be working. The temperature high was a bitter degree during our installation. Since the caulking for the exterior would freeze and not properly cure, we made a decision to caulk the exterior on a different day. The caulking was done and job completed a week later. I was told by our staff that Mr*** called in after the window install to advise us he wasn’t going to pay his bill until the exterior caulking was doneDue to inclement weather issues, and our busy schedule does not constitute any discounts. We have no plans to provide any adjustments or discounts to Mr***. We have been completely fair and honest

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint:
I am rejecting this response because:
Regards,
*** ***
As I expectedBut I want this notation to stay on their filethe pic is correct but that is the bottom of the door and impact? I don't think so

Hi, this is Chuck P[redacted] Pesident and owner of the company. [redacted] asked me to respond to this complaint as I was the one who looked at the problem. Part of complaint is correct. we did replace the glass in her door and we did replace the glass a second time at no charge to her. But when she...

called a third time I thought it would be best if I went and looked at the situation, I have attached a picture of the glass the day I went and looked at it. As you can see the glass has a spider break in it which is caused by impact of some sort, it had been hit so hard that the glass had turned to powder where the point of impact was. This is not how we left the glass the day we installed it, she even admits that it was ten days later. We do not have control over her door after we leave. We can not refund her money as this is not a warranty issue.

Complaint: [redacted]
I am rejecting this response because:Overhead Door Co of Riverton-Lander’s response is full of (to be politically correct) “un-truths.”  This came as no surprise based off my experience with them.  The one indisputable fact is that I ordered windows in September and did not get them installed until January 2017!  The purpose of submitting this complaint is mainly to let the future customers know what they are getting into.   Overhead Door not wanting to except responsibility for their mistake and attempt to make things right is further evidence of what kind of company they are.  
Regards,
[redacted]

2-25-16Complaint ID: [redacted] I have read the complaint and I want the customer to know that we wrote off the $160.00 from his account and the collection agency has also stopped their process. I hope that this resolves this issue. Sincerely, Chuck P[redacted], President