ComplaintsforNorthland Door Systems

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9, 2024 I had called Northland Door Systems in ********** looking for an estimate on repairing a garage door which wasn't closing right and I was interested also in possibly getting new door/doors for my garage and the electronic motor, etc. Northland website states free estimates on the main page. The company said they had people in my area and would send them out. Two men showed up this date. After discussing different options the younger guy got a spray can of what appeared to be oil like WD40 and the older guy showed me a wheel which was off the track. He proceeded to lift up the door and they both put it back on the track. Then the younger of the two began spraying oil on different parts of the doors. After this the older guy states something like make sure I tell the Salesman that Ive already been billed for this. I asked what he was referring to as I called for an estimate. He stated the service call was ******. I said this is not right I only called for a free estimate. He replied saying, yeah "a lot of people get angry about this," but the company decided to send ******* instead because the salesman wouldnt know about repairing the door. I never told them to do anything, never gave them permission to do any work on my door or photograph me or my vehicle or asked for serviceman to repair anything. The older guy said I could pay by check or if credit card he'd have to call the company. I said Ill tell you what, bill me as I felt I needed time to figure out what just occurred. They sent me a bill and 4 photos which have me and my vehicle plate number in them with the door frame inside. I have not paid this bill or contacted them as this was too much for me to deal with on my own.

  Business response

  04/16/2024

  On April 9, 2024, **** placed a call into our company and spoke with the receptionist stating her garage door was not closing and shaking/running rough. This was then typed up as a service call/work order. The service manager then called and stated that we had technicians in the area that would be able to service her door and would be there in about hour to 45 minutes the same day.  With **** present,the techs proceeded to adjust, repair, and lubricate her door including our standard door/operator inspection and lubrication. Our technicians were on the jobsite with **** for 45 minutes adjusting and speaking with her not including the approximate hour travel to get to her site
  When the service to her door was completed, our technician asked for payment for the service call $110.00 (standard rate for (1) technician up to (1) hour) and told her a salesperson would contact her for prices on a new door.
  
  At no time did **** either the receptionist, service manager or either tech did she state she only wanted an estimate and not to have the door serviced to be operational. She stood observing the work being performed the entire time having her door made operational without ever asking or stating she was only looking for an estimate.
  The Invoice is due in full now!
   (which is a discounted price for 2-techs at $180.00 per hour at 1-1/4 hours of time)

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [This again is in no way accurate.  They showed up, entered my garage, began spraying WD40 on a few areas of metal on the doors after lifting the door up and putting the wheel back on the track.  Never even asked to to do this. Everything else was just talking then telling me to advise a Salesman  when he comes, (whom I thought they were) that Id been charged for this and not to charge me. WHAT? At this time, I interrupted and asked what they were referring to. Im told I owe for what they did in the *** of $110.00!  I said I called for an estimate.  He says to me, ****,  "A lot of people get angry about this!!"   Which tells me that this is a scam and this company is well aware that this is going to occur.  But never did they tell me this on the phone. Since when do businesses come in do work without previously advising the customer of at least an approx cost?  This is absurd. No one in their right mind does business like this. A lot of standing around talking and one guy asks to buy some old traps from me which were hanging on the garage wall and offered me ***** for them and I sold them to him. What they did was less than 10 mins of what I could have done myself. except for pushing the door wheel back on a track. 
  Regards,
  
  *************************

  Business response

  04/19/2024

  The details in our first response are accurate as to how the process started. When the technicians arrived, the customer was waiting outside with her dog. She then put the dog inside as it kept barking. The technicians started completing the work and measurements on the garage door while the customer was there with them outside.
  As far as ***** comment: this is a scam and this company is well aware that this is going to occur.  But never did they tell me this on the phone. Since when do businesses come in do work without previously advising the customer of at least an approx cost?
  We are not scamming anyone; a lot of customers call in for service and do not ask for pricing as their garage is a crucial part of their everyday life. And as previously stated when the scheduler called, she stated technicians were on their way not a salesman.
  Included is the technicians GPS which gives the detailed information for travel and time onsite.
  We have/are taking off Free estimates from our website to make sure there is no confusion as to whether or not it is service or sales. As we only offer free estimates on new doors and not on service.
  At this time, we would like to end all communications and move forward. We will notate the account and will not be collecting money due at this time.

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