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Complaint Details
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Initial Complaint
21/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Business committed to providing a garage door. We paid an $1800 deposit. Team arrived late and then told us they didnt measure properly and that the wrong size door was ordered. We were told we would receive at least capping free of charge for the issue and the new door ordered (with lower cost as we were also overcharged). The invoice came in and didnt include the dollar removal we had discussed. When we questioned this we were told we were not the right fit and money would be refunded despite us wanting and needing the new door. We have reached out to their president **** who does not respond. We have been hung up on on the phone from their operations manager. The branch manager of the Burlington location continually stated we will get a refund and yet no confirmation or funds are back on our account. Nobody responds or follows up. We are not out the money and without a door, while being treated so poorly in the process.
Business response
21/05/2024
Car-Wal quoted the customer, when arriving on site, the garage door size meausrements were not what was quoted.
We requoted the customer, they would not accept the new (lower) pricing. We have not invoiced the customer.
Car-Wal has refunded the entire deposit. We have emailed the customer a copy of the credit card refund.
Customer response
21/05/2024
Complaint: 21740017
I am rejecting this response because:
we did not reject the new invoice as we were overcharged in the first place. the wrong dimensions were taken by the Carwal team.we were told we would be offered compensation and when we questioned the revised invoice as it did not include the discount promised we were told we were not a fit. We have since had zero response from management and been hung up on from operations. We have seen no refund on our credit card and no compensation for the poor experience or time wasted at this point for us. This has been a terrible experience. We would like compensation for our time that has been wasted and for the poor treatment we have received.
Sincerely,
*************************Business response
21/05/2024
Car-Wal has refunded the full deposit amount to the credit card as requested by the customer.. ********************** has emailed the customer the credit card refund transaction receipt. Credit card refunds are not instantaneous, it will take 5-10 business days for the credit card company to apply the refund.Customer response
22/05/2024
Complaint: 21740017
I am rejecting this response because:The business is not addressing the fact the order was cancelled by them because we questioned an incorrect invoice. We do see our receipt for the refund after a lot of back and forth, but the treatment of us and the time wasted has not been addressed. How we were treated is unacceptable.
Sincerely,
*************************Customer response
23/05/2024
The business states that when they arrived on site the door was not the measured size. This is because the previous time they were at the location to quote, they took the measurements to do so. Their sales person Gord did the measurements. We did not provide them. We moved forward and they arrived to install the garage door which was too large. This was a result of the company not measuring properly. This made them overcharge us as well we later found out.
we were told on a call with the branch manager that they would at the very least throw in the capping at no charge and send a revised quote for the reduced door size. The new quote only included the reduction in price due to the door being smaller than what they previously measured. When we questioned why capping still had a charge, they told us we were not the right fit. I had also just received a text notification that another door was ordered. I have attached a screen grab of the message confirming a second door was ordered to the proper measurement that their second technician took. They cancelled this as soon as we questioned the invoice that they attempted tk go back on the agreed terms for. We did not cancel the order.
we were given the run around and i was hung up on from their office manager. The position this company shared is not accurate. While we finally have received our deposit back we have been treated poorly and wasted an obscene amount of time. The company did not act in good faith and is presenting an inaccurate description of what happened. Their customer service is terrible.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.