Business ProfileforDan's Overhead Doors & More

As the customer mentioned, we did install a 16'x7' garage door on 11/23/2020.

On 8/2/2022, the customer called us for a service call indicating that his operator was opening the door, but having trouble closing. The customer had brought up the issue of warranty when he was speaking with our scheduler. Our scheduler had informed him that we did not have any records of Dans installing the operator (only the door) and we cannot warranty work performed by someone else. The customer insisted and was persistent it was still us that had installed the operator unit. Our scheduler had also informed the customer that he would be charged our minimum 1 hour labor for a service call and asked if he still wanted our services. The customer approved and proceeded to give our scheduler CC information for payment.

Our technician was dispatched to the customers property and arrived late afternoon on 8/2/22. Upon arrival, the technician determined the cause of issue and the customer continued to insist that Dans installed operator. Our technician corrected the issue with the operator, lubed and adjusted the door (normal procedure for our technicians while on-site for any service call). Customer went inside and produced the operator install receipt (confirmed it was from another company, not Dans) and showed tech. The technician informed the customer that Dans cannot warranty something we did not install and the customer acknowledged. The technician began to fill out service ticket, the customer had mentioned that we have his CC information on file for payment (as we require CC upon scheduling). We reminded the customer of the CC/electronic payment fee, (3%) charged to use a CC (in case customer would rather write a check). At that point, customer declined to pay for service. Our technician completed the call and called in to the office to inform us of the situation.

Shortly after technician had departed the customers property, our office received a phone call from ****** inquiring an explanation what was done by the technician. Moments later,**** (initiating customer of service), called into the office. I have a lengthy email detailing this conversation between the customer and a member of the *********** staff who had answered the phone.
Shortly after the phone conversation, customer had submitted a contact form through our website and wrote: It was ACS Doors that put the garage door opener in our hour. You charged me $116 to drive out and look at it and do nothing. I won't ever use your company again and will post a crappy review. Customer proceeded to write a review to ********************.

Once ****** and I reviewed the information provided to us pertaining to the situation, ****** responded to customers email (8/2/22,7:09pm) and considered the situation rectified.