If I could rate Mortland Door Systems (located in Abington, MA) on South Shore, 0 stars I would. I recently had extremely disappointing and horrendous customer service experience with the officer manager, Nancy M, and salesman, Dan C.
I purchased new doors and garage opener systems from Mortland in 2009. Early February 2019, the window grill insert blew off in a storm and broke. I called Mortland to reorder the grill on 2/7/19. The office Manager, Nancy M, was not responsive in returning my phone call and resorted to emailing me instead of talking on call to resolve the issue. Over the last 20 days, I have sent her several emails, photos of the sticker with identification numbers and Mortland stickers ("Installation and Service" HA!), took the door measurements as requested by her to assist her identifying the door. In my initial first service phone call, I requested a technician to come to my home to address the broken insert - she said it would easier of I could send her pictures of the stickers on the doors to identify other than send a representative. She was not very responsive or timely in my attempts to get the window insert ordered. After many weeks of emails, phone calsl and repetitive questions/requests by Nancy, today 2/26/19, I expressed my frustration and disappointment with how difficult she has made this simple service request and the insert was still not ordered. Her patronizing and rude response was to tell me that she was too busy to handle my issue and salesperson could not be at my home for at least another week to identify the door in order to simply re order the window grill insert (which she said "will take more time to order").
Long story short, I found the phone number for the manufacturer, Clopay, on the garage door called them and explained my issue. In 30 minutes, she instructed me on what serial number to look for on the actual door, found the door and associated window grill insert; gave me not only the part id # for the broken grill but also for the other window in the event I needed it, and instructed me to another dealer to help me. 30 MINUTES...the customer service rep from Clopay apologized profusely for the Mortland's lack of customer service and rudeness, as well as, offered up a reasonable explanation for what the issue in ordering was for them.
All Nancy M, "The Office Manager", had to was refer me to another member of their team to resolve this 3 weeks ago if she clearly didn't know how to handle my issue. As well as, Dan C, "The Salesman" at Mortland Overhead Doors should have simply apologized and scheduled a date something less than week (since I my initial call for "service" was 2/6/19) and helped me, the consumer, get my door fixed. Instead, they were patronizing, rude, and certainly not accommodating.
I would highly advise anyone purchasing garage doors from this particular dealer to be aware. The company doesn't stand behind their products or provide quality customer service after purchase. The consumers are not their customers once you have purchased a garage door system. read more
