We needed a new garage door and we chose Dodd’s because of their high rating on home stars. The sales person who gave us our quote was great and very knowledgeable. The door took about 3.5 weeks to arrive as they had promised. I thought everything was going as planned. We were scheduled to have our door installed on a Tuesday morning, I arranged for a family member to come over and be here in case the installer needed anything. Monday I received a call from Dodd’s saying someone called in sick and could they come by Tuesday afternoon instead….I said no problem I understand people get sick. At around 4:30 on Tuesday I called home to see how the install is going and Dodd’s hadn’t shown up or called. I called Dodd’s and was assured they were on their way. At 6:30 the installer called and said he’ll be here tomorrow (Wednesday) morning. Wednesday I get a call at 8am that the installer is lost ( I started to feel like this company is really disorganized if they aren’t sending their workers out with a GPS or map). When the installer got here I was surprised that he was alone, my old garage door is a one piece 12 foot metal door from the 1980s and is heavy, I didn’t know how one person could handle or lift that. After about 3 hours the installer brought me out to the garage to show me the new door, it was nice. He tried to talk me out of putting the lock/handle on the outside of the door, we had paid for one and therefore we wanted one, so I insisted he put it on. He then showed me how he installed the wrong mechanism and the shop didn’t send the right one, he’ll be back tomorrow to fix the problem I then asked him if he was going to remove the old door and he said that he guessed he had to. (Lucky my husband just got home from work because the installer couldn’t lift the door into the truck on his own). At this point I asked him if he could make our door a priority as some of the contents of my garage were outside (including my snow blower). The installer said that he’d be back by noon Thursday. Thursday at 4:30 no installer had arrived and no one from Dodd's had called. We called Dodd’s and were assured he had the mechanism and he’s on his way. He did not show up again. Friday morning we got a call from the installer that he’ll be coming at noon and could he have our address (completely disorganized). He did come Friday afternoon (not at the promised 12) and finished the install. We gave him the final payment. I checked my email and I saw Angela at Dodd’s sent me an email, I thought it was an apology or a suggestion on how they could make this situation better…Nope…just a copy of the invoice with no text, not even a thank you for your business. I thought as an honest person I would let Dodd’s know I was posting this review, only then I got a small admission that there had been some communication problems…Still no suggestions or efforts to leave me with a good feeling about this company
- Approximate cost of services:
- $1,400.00
- Company Response
At the time of writing this Dodds has 184 reviews with only two critical of our performance. As far as we are concerned two is too many. We do 12,000 calls per annum and have been in business since 1958 and it still "hurts" when we get a review like this. Maribeth had every right to post this review given the fact that we dropped the ball and we apologise most profusely for this. While it is no excuse the facts are that the installer in question was not trained by Dodds but was recently hired to cope with the large volume of business we are experiencing and he never kept the office informed but was communicating directly with the client and making promises that he did not keep.We were totally out of the loop while all this was happening and as soon as we were made aware we immediately contacted the client to explain and to apologise as per our email sent Nov-8-2013. The installer has been terminated as he does not typify the level of service that our customers deserve.