- Report: #423997
Complaint Review: Garage Door Service - GDS - Orange County California
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Garage Door Service - GDS
PO Box 15067 Orange County, California, U.S.A.
Phone:
877-469-1416
Web:
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Garage Door Service - GDS Company does not stand behind their work. Manager was the absolute rudest person I have ever had to deal with on the phone. Orange County California
I called several different companies to come and bid on a new garage door for my house in September 2008. Out of the 4 that I called I chose GDS Co. based on the price and time frame for install. The salesman was very nice and gave what I thought was a good package deal. The door was installed and within a week had fallen off the track. We called GDS to come out and fix the problem and they did, stating that it was installed incorrectly. Approximately 6 weeks later the door fell off the track again. I called and they came back out. I was told again that the track was not installed correctly and that they had for sure fixed it this time.
They asked for a $35.00 service fee. I asked about why I would have to pay a service fee when this was an issue due to a faulty install (which they did) in the end the service tech. agreed with me and did not charge me.
Last night the door fell off the track again, I called and when I asked again about the service fee the person on the phone told me I would need to talk to a manager, who proceeded to pick up another line and ask "what do you want" I explained the situation to him and he told me that there would be a $75.00 service fee for the call because it was out of warranty. When I explained to him that the door has had the same problem since install he got belligerent with me, yelled and hung up on me. At one point when I asked "is this something that I should expect? that the door could fall off the track from time to time?" He said "well I cant tell you that, I'm not looking at your door right now, am I?" and something like "don't ask me loaded questions". I called back 2 times only to be put on hold and then disconnected again. (This was the manager I was dealing with!)
I have since called my Homeowners insurance to come out and fix the door correctly and will file a complaint with the BBB and any other online venue I can find. This is the worst company I have ever dealt with and hope that I can spare someone out there the money and frustration I have dealt with.
This company is obviously not interested in customer service or satisfaction.
Jayson
Laguna Hills, California
U.S.A.
They asked for a $35.00 service fee. I asked about why I would have to pay a service fee when this was an issue due to a faulty install (which they did) in the end the service tech. agreed with me and did not charge me.
Last night the door fell off the track again, I called and when I asked again about the service fee the person on the phone told me I would need to talk to a manager, who proceeded to pick up another line and ask "what do you want" I explained the situation to him and he told me that there would be a $75.00 service fee for the call because it was out of warranty. When I explained to him that the door has had the same problem since install he got belligerent with me, yelled and hung up on me. At one point when I asked "is this something that I should expect? that the door could fall off the track from time to time?" He said "well I cant tell you that, I'm not looking at your door right now, am I?" and something like "don't ask me loaded questions". I called back 2 times only to be put on hold and then disconnected again. (This was the manager I was dealing with!)
I have since called my Homeowners insurance to come out and fix the door correctly and will file a complaint with the BBB and any other online venue I can find. This is the worst company I have ever dealt with and hope that I can spare someone out there the money and frustration I have dealt with.
This company is obviously not interested in customer service or satisfaction.
Jayson
Laguna Hills, California
U.S.A.
1 Updates & Rebuttals
Bill The Garage Door Guy
Trenton,North Carolina,
U.S.A.
Another Victim
#2UPDATE EX-employee responds
Fri, March 06, 2009
Mr. Taylor, I worked for this company for a while and I can sympathize with your plight. They pay - or are supposed to - for "positioning" in all forms of advertising in order to be the first that you come across. Very slick, very slick indeed. Of course, you have discovered that the demonstration of the character of a company is not how they treat you when they are trying to get your money, but, how they treat you after they have your money and a problem arises. What you are to understand about this business is that it is capitalism at it's finest. Money coming in is good - money, personnel and resources going out is bad. Everyone is paid on commission. This is key in understand why you experienced what you did when an issue arose. Things move very quickly there. Every moment a rep is on the phone with you, he/she is missing out on a fresh commission. Their attitude is that customers who are complaining cost them money, personally. This is true, factually. The tech who came out for $35 would make about $7 for playing clean up. The tech who would have charged you $75 is making about $15. This is an inordinate amount of work for very little money - to them. A nice opener and spring job for $800 will make a tech $140 after parts are deducted. An experienced tech can get this done in about an hour or so. How long did the tech have to bicker with you, talk to the manager and finally get down to fixing it? I know, they didn't fix it and that is my point. In reality, most customers are assuaged as quickly as possible - their bbb record is bad enough as it is. I have observed the AG get involved in specific cases with this company. Even the AG will do nothing to address the overall pattern of complaints that their style of operations represents. I know, it's sad and you paid the price for buying the nice (up front).
