Poor service and lack of taking responsibility

<p>Email to Deon Geldenhuys dd 30May2016.</p> <p>Good day Deon.</p> <p> </p> <p>I need to start off by indicating that I chose Roos Garage Doors as a preferred supplier based on a referral by my parents: Jimmy and Olivia Andrews of Forrest Walk , in Faerie Glen where you did a motor installation on a Garage Door and they were very satisfied.</p> <p>My experience started off whereby I made contact with your company because when my door, which is a double wooden garage door, was not level with the ground when it closed, and I was concerned that it would get to a point whereby the door would give trouble at the most inconvenient hour of the day. When speaking to Rina and mentioning the issue she recommended that we book a service. This was done and I took time off from work on the particular day to be present whilst the service was done by Jonas and his assistant. On completion of the work I noticed that the door was puling unevenly to the one side and asked that they return to attend to the door which Jonas then did. However I noticed that this still was not right as well as that the door was taking longer to open and shut as well as that it was almost labouring from half open to completely open. What followed was several visits , the most significant of these being on Thursday 19 May when Jonas spent almost 4 hours there and only thereafter started saying that the Springs, Pole and Bearings are faulty and that is why the door will not “centre” as it were.</p> <p>At this point my frustration and irritation was greater than ever seeing that I had a situation with no problem on the motor, a door slightly out on alignment from side to side and roughly 7 visits later I am presented with this news after the would be experts are called to attend to the problem. Furthermore When Jonas tried to move the channel of the door he needed to cut it with a Grinder so as to adjust it, but did not even consider placing some sort of protection on the tile skirting so I am now faced with the situation of sandblasted tiles on my skirting which, if I want it repaired, need to do so at my own cost.</p> <p>So then after chatting to Rina again, she arranged that Daniel come out to look into the issue, which took place on Friday 20 May. He took photos after identifying that the Motor is fine, Rail is fine, that the door was struggling to open from half way to full, and that the actual issue was on the one side pulley where the cable rolls up onto, that was out of position thus pulling the door to the one side, to the point that at times it would actually catch in the channel and cause the door to stop. He then said that he would send the team out on Monday 23 May to sort out the problem, and would also be there with the team to sort out the issue. This did not happen and once the team(think it was John) arrived at the house he also then sent a message via Daniel that the Springs, Pole and Bearings needed to be replaced. At this point the motor and rail was still fully functional although there were still issues with the door.</p> <p>After this happened I chatted to Rina who then confirmed that this needed to be done to which I expressed my dissatisfaction in the fact that after all these visits why only at this point does one get informed about these issues. Surely that is why I make use of a service provider as yourselves to solve my problem and not create a problem. We then agreed that Roos would take responsibility for the Springs and my contribution would be the Pole and Bearings. However on Tuesday 24th the rail of the motor on the door started slipping and did not want to pick up the door when engaged, and I attribute this solely to the work carried out on tensioning etc of the door at each visit, finally having an impact on the Motor Rail. I then mentioned this to Rina after the further disappointment that they did not arrive as scheduled to finalise the repair on Thursday 26 May 2016.</p> <p>Today being the 30th of May they arrived to complete the repair on the door, but not the rail of the motor. After further discussion between my wife and Rina I was dealt the response that you worked on the door, and not the motor and that you take no responsibility for the motor ( rail) damage. I put it to you that my common sense tells me that with the work done by your company on the door on all those occasions, that this in fact contributed to the damage to the rail, to the point that I am still not in a position to be able to actually use the door as it was in its original functioning state, and would like to know what your company plans to do to put this right.</p>