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| - I thought we were in good hands with Lodi because we were buying our new garage door and motor through Costco. Costco stands behind their products and services but this experience was terrible.
In mid-May 2016, our sales rep, Mark, promised a 15% Costco cash rebate, saying that even though the promotion ended two days prior that he would honor it. We chose our door, windows and motor and had to wait more than a month for our new door to arrive because it was wider than the standard size. I should have known something was wrong when I looked at the contract after he left and didn't see any mention of the 15% rebate, and when I called to confirm I was still getting the extra 5% within five minutes of him leaving, he didn't answer and never returned my call. We paid everything up front, and he was outta there.
Fast forward to installation day - June 17th. Not only were the windows the WRONG size (we ordered 4 long-panel windows, and got 8 small windows) there was a gap in between the door and the ground, but only on one side. This was not the case with our prior door so I knew it was a mistake with the install. The installer looked at the paperwork and said Mark had made no mention of long panel windows on the order. He said he will contact Mark and that he would call me the same day. Naturally, no phone call came.
Within a couple weeks, the Costco card came. And guess how much was on it? DING DING DING!! That's right, just the standard 10%. I called Costco since Mark was completely unresponsive to my messages and I hate to say it, but they were no help. They said that the extra rebate had to be noted by the contractor and that I needed to connect with them. It had now been a month and not a single person had so much as lifted a finger to fix the three major problems with our garage door installation experience. When I called the main Lodi phone number and explained what happened - very nicely, despite how pissed off I was at this point - and that Mark was not returning my calls and that I would like to talk to a supervisor, the lady who answered was very rude and refused to let me speak to anyone other than Mark. She said only he can handle it and that I could call back after 1:00 and she will make sure he talks to me. Gee thanks, that is super reassuring, considering it's been more than a month since our install and NOTHING has been done to resolve this after several attempts to just get someone on the phone. It should take no more than ONE phone call if a problem arises to hear back, and here I am literally chasing him down from every angle and still, nothing.
Needless to say, when I called back, I got his voice mail. I left a message saying I would appreciate a call back and that he needs to do the right thing and have some integrity and fix the problem. Well, I guess it worked, because hallelujah! I finally got a call! Mark apologized, said he would have "them" put the extra 5% on the card I already have, he would order the correct window panel, and when they install it they would fix the gap in the door. He asked that I send a photo of the gap via text. So I did.
And... radio silence.
That was on July 19th. And I have heard NOTHING since. No new windows. No rebate added to my card. No phone call to schedule the install. And I think it is safe to assume my window panels, which take extra time to make because of their size, haven't so much as been requested.
Under no circumstances would I EVER recommend this company to anyone, ever. What kind of customer service experience is this? They screw up three MAJOR things and can't even be bothered to return phone calls, let alone fix the problem? Costco will be getting this same review in the hopes that they find another contractor to work with because this is ridiculous. It shouldn't take three solid months after an installation to have a problem so much as addressed. That brings us up to four months since we paid them $2700 UP FRONT and did not get what we paid for.
Get it together, Lodi. You have more than just my one-star review. It's time you man up and own your horrible customer experiences. You may not go out of business but you will go on knowing you operate with absolutely ZERO integrity. Not the reputation I would want in business!
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