"Hi [Member Name Removed], I’d like to start by saying that we have never spoken or met with you. Your contractor hired us and confirmed the door design for your property. Last night when you called me at 8 pm was the first time we have ever spoken and as a responsible owner I took your call at 8 pm on Friday night because I believe in excellent customer service. When you called, I didn’t even have your information in our system as our contract is with your contractor on your behalf. You informed me that you thought you were getting a flush smooth garage door with no texture, however, that’s not what was quoted or discussed with your contractor onsite. The invoice even specified the exact door manufacture, model, and the texture of the door. You declined to take responsibility for not reading the invoice / estimate nor the fact that your contractor never mentioned that you wanted a flush smooth garage door. This was a communication error between you and your contractor and has nothing to do with my company. When I kindly explained all this to you, you threatened to dispute the deposit, not pay the balance you owe, and post a review if we didn’t replace the door free of charge. Not only is this illegal, it is extremely unfair to try to harm a business because you or your contractor were not clear and did not take the time to review a 1 page quote. This has nothing to do with the quality of the door or the installation. I also informed you that this is a custom made door and has a lead time of 4-6 weeks. We are not able to return the door as you had requested. Each door is manufactured to the size of the customer’s garage door opening. Your contractor was our only point of contact, who we met with on site, and who we discussed the door details with. If he didn’t communicate with us properly, then that is between you and your contractor. - [Member Name Removed]"