Business ProfileforHalo Doors, Inc.

On Monday Aug 30th Jose C***** came out to my property to assist me in replacing my current roll-up garage doors with insulated ones. Two 10x12 doors and one 10x10 door. I explained to him that I wanted to get the exact same color of buckskin tan. Which he explained would be no problem. I dropped off a check for the full balance for the doors on September 1st with an expected delivery from the manufacturer on October 8th. After not hearing anything from Halo Doors on October 14th I sent an email requesting an update on my order. I never received an update via email. I received a call at 07:51am on October 18th requesting to come install the doors within a couple hours on a moments notice. From what I was told Jose C***** was supposed to call me Friday and schedule the appointment and it didn't happen. Luckily I had the day off and was able to stay home for the install. After they finished putting up the first door I realized that the door was not Buckskin tan or anything close to resembling Buckskin tan. After calling Jose about the issue he took no responsibility for the error and said that the manufacturer told him that they didn't have Buckskin tan and that the light stone gray was their equivalent to Buckskin tan. Jose didn't follow up with me at any time to inform me of this fact nor did he take the time to compare the colors via pictures that he had on file. As a result new doors had to be ordered. The site manager Kevin R****** was on the install that day due to short staffing and was excellent at resolving the issue the best he could. Jose was trying to talk me into having the doors painted to match the building but Kevin informed me it was not an option due to the steel on steel contact of the door rolling up would just scrape the paint off. Kevin said he would pick up samples from the manufacturer to figure out the best color to use. Jose called me and tried to pressure me into going onto the manufacturer's website and pick a color for him to order even though I told him that I wanted to see the samples in person. After standing my ground he agreed to come out the next morning with the samples to pick the color. Upon arrival he did not greet me or conduct himself as a professional. He also didn't apologize for the inconvenience or take any responsibility for his error. I received notification via email on October 21st that the new doors were ordered and they were scheduled to arrive on November 19th. After not receiving any updates I called Halo doors on December 1st to follow up on the status of the doors. They had no information and informed me that they would call me back after talking to the manufacturer. Shortly after I received a phone call that the doors were ready to be picked up at the manufacturer and that they could come out two days later to install the doors. During the installation of the doors on December 3rd the installers realized that they did not have the correct side rails to install the 10x10 door. They were going to have to order parts and setup another appointment with me the following week to finish the install of the last door. I once again had to initiate a conversation at the end of the following week to figure out what was going on. I was informed they would be able to finish the install Monday December 13th. Due to Jose's error I had to wait an additional 56 days to have my doors installed. The doors are great and function well. The install team was great. My primary complaint is that communication was horrible and I honestly felt like I wasn't appreciated as a customer. My experience with Halo Overhead Doors was mostly negative and I do not plan on conducting any further business with them.

Mr. Davidson ordered doors from us, and the manufacturer color name changed from Buckskin Tan to Light Stone. During the change of color name, the product representative at the manufacturer explained that it was simply a color name change not a change in color itself. To quickly get the order placed and reduce lead times, the sales team failed to double verify the color with a color swatch or review of the customer, instead taking the word of the product expert at the manufacturer. Upon arrival of the ordered doors at the job site, it was noted that the colors did not match the color of Buckskin Tan. At that time, replacement doors were ordered at no additional cost to the customer and took longer than anticipated to arrive, and Mr. Davidson did indeed call multiple times for updates. The communication chain was broken on our end due to new software that was supposed to send alerts and updates to operations team and unfortunately, Mr. Davidson felt the brunt of the issues we were having. Mr. Davidson’s doors finally arrived and were installed to his satisfaction. After the installation, Mr. Davidson contacted our office and stated he was not happy with the entire process but was happy with the installation. The operations and installation managers apologized and explained the above but did not offer any type of concession. When Mr. Davidson placed the multiple reviews online shortly after, one of the owners of the company reached out to Mr. Davidson to apologize personally and let him know that we did indeed drop the ball during the communication process and were happy to hear that he is ultimately happy with the product installed, as well as the installation team. In asking Mr. Davidson what we could have done to keep him from the reviews, as he is happy with the product itself and likes his doors, he responded that he did not feel as though the two managers he aired his grievances to didn’t seem to care much and didn’t offer him any type of refund/concession. Although we were not able to send Mr. Davidson a refund for the installation that we completed, he was sent a gift card for dinner and a handwritten apology, thanking him for allowing us to serve him and that we hope his criticism only allows us to get better as a team. Our operations/sales team failed Mr. Davidson in their communication of the color change, as well as throughout the process. We are addressing those shortcomings and working on the software issues that we have had for this to not continue to happen to our valued customers like Mr. Davidson.