AAA Star Solutions, Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Dan arrived at my home on Tuesday 12/13/to do maintenance on my garage door My opener was not broken but rather the garage door needed routine maintenance He said that it would cost $to do this maintenance I heard drills going off inside but I could not see the work he was doing because the garage door was closed Honestly, I am still not really sure about what he did to the door because he provided no receipt or details As he left, he showed me that the garage door was going up and down with ease and I in good faith wrote him a check for $The next day, my neighbor called me at work and left me a message in the morning saying that my garage door was open It stayed open all day until I arrived home When I tried to close it, it would not close so I called Dan He said that he would try to stop by that evening but could not give me a specific time In the meantime, I went to the [redacted] store to have my phone looked at because I was not receiving phone calls I was in the store for hours when finally it was determined that I needed a new phone Once I received my new phone, I also received the message from Dan saying that he had come and that I was not home.I called Dan to apologize for the misunderstanding and to coordinate a definite time for the re-visit to repair the garage door He would not give me a set time but rather said “I will come on Thursday.” I really needed the repair done so I stayed home from work that day waiting but he never called or came I called and called but he would not pick up Finally, that Thursday evening he called back and said that he got very busy and just could not make itHe said that he would definitely come on Friday between 10am – 11am I again took off from work on Friday, and waited and waited but he did not show I called and called but he would not answer the phone Sometime in the early evening that day, he called and said that he did not come because it was too cold outside I expressed my dissatisfaction and he said that he would come Saturday for sure at 12:15pm and again for the third time he stood me up I called him for days before he finally called me back and said that he did come on Saturday but that I was not there and that I should invest in a door bellHe angrily set up an appointment with me for Tuesday, 12/20/I was uncomfortable with the yelling and accusations he was making over the phone so for my safety I invited my brother Jay to be there when Dan came this time He again did not show up at our set time so I called and called Finally, he called back around 3:50pm to say that he was still an hour away We waited and he did arrive an hour later in an angry rage He began to pull chains and mess around with the opener Parts were flying and chains were popping and hanging by the time he was done It was a real horror show And I am glad that I had someone with me because I am not sure what else he would have done in his angerHe left the garage door in worse condition than when he arrived.After about minutes, he said “It cannot be fixed If you pay me $more I will put in a new opener for you.” I said “No, I am not comfortable with paying you anymore money after all of this But I think that it is only right that you return the $I paid you since the door only worked properly for a few hours.” Dan said “I cannot return your money because I have already invested a lot of time into this but, I can send you back $100.” He said that I would get the check for $in the mail within days; along with a receipt stating what work he had done on the door the first time around - but he never did any of what he promised.I actually had to call another company to fix the damage he did to my garage door and it cost me hundreds This new company provided me with a receipt for the work done and noted the damage done to the opener I debated whether to go to court to pursue damages but I decided to just pursue the $I paid himI am still requesting that Star Solutions return the $I paid them for garage maintenance but instead ended up with an inoperable garage door, lots of wasted time and frustration, and costly damage to my opener.Regards, [redacted] ***

First of all, Star Solutions is a real company that is bonded and insured in PA that has served many happy customers in the customer's area.I believe that the customer's review may make others feel that I just came and got her money, which is certainly not true, so I would like to take this time to
give my perspective.On 12/13/when I arrived at the customer's place to inspect the garage door, it was in a manual position (meaning the opener was not functioning)The opener was out of the line, which indicates that it was tampered with (someone tried to DIY - fix it). After the inspection, I found a few problems and I provided options to resolve the issue: Garage door opener replacement and pulleys replacement including spring adjustment ($550), Garage door opener replacement ONLY ($475)The customer told me that she could not afford either option and asked me "Can you just make it work?" So I explained to her that I will try to make it open and close by adjusting the opener but I also cannot guarantee how long it will work for and that this was a definitely temporary solution due to the fact that the garage door opener had already been damaged and needed to be replacedServices by Star Solutions are guaranteed and under warranty to work for any part purchases madeI clearly told the customer that the work I was about to do may last for hours, days, or months, because I did not actually change any partsSo for the last option, she agreed to pay $200, which I acceptedHer garage door did open and close once I performed this service and that's the reason why she paid for the service. The next day on 12/14/2016, the customer called and told me the garage door did not work properly againShe called minutes before 4pm and I agreed to come check it out that evening at 6pmBut when I got there at 6pm sharp, she was not there and did not answer her phone, and I spent more than minutes waiting for herShe finally got back to me after 8pm stating that she forgotI was finally able to arrange a time to come out to her again on 12/20/at 4pm after she informed me that she had a phone-related problemI inspected the opener and informed the customer that the opener just no longer functions and it will need to be replacedWhen I offered her a $discount towards installing a new opener, she did not want to pursue that option and simply asked me to leave.I tried to work with the customer on the unfortunate situation with her garage door, which was damaged by someone else, and to help her by offering possible solutions that I believe was reasonable and would meet her needsI understand the customer's frustrations with her garage door, but I also would have appreciated, as a small business owner serving her and her neighbors, if she could have worked with me to resolve this issueIf the customer would like to contact me so that we can further discuss this, I would love her to call our company at her convenience.Sincerely.Dan

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Dan arrived at my home on Tuesday 12/13/16 to do maintenance on my garage door.  My opener was not broken but rather the garage door needed routine maintenance.  He said that it would cost $200 to do this maintenance.  I heard drills going off inside but I could not see the work he was doing because the garage door was closed.  Honestly, I am still not really sure about what he did to the door because he provided no receipt or details.  As he left, he showed me that the garage door was going up and down with ease and I in good faith wrote him a check for $200. The next day, my neighbor called me at work and left me a message in the morning saying that my garage door was open.  It stayed open all day until I arrived home.  When I tried to close it, it would not close so I called Dan.  He said that he would try to stop by that evening but could not give me a specific time.  In the meantime, I went to the [redacted] store to have my phone looked at because I was not receiving phone calls.  I was in the store for hours when finally it was determined that I needed a new phone.  Once I received my new phone, I also received the message from Dan saying that he had come and that I was not home.I called Dan to apologize for the misunderstanding and to coordinate a definite time for the re-visit to repair the garage door.  He would not give me a set time but rather said “I will come on Thursday.”  I really needed the repair done so I stayed home from work that day waiting but he never called or came.  I called and called but he would not pick up.  Finally, that Thursday evening he called back and said that he got very busy and just could not make it. He said that he would definitely come on Friday between 10am – 11am.  I again took off from work on Friday, and waited and waited but he did not show.  I called and called but he would not answer the phone.  Sometime in the early evening that day, he called and said that he did not come because it was too cold outside.  I expressed my dissatisfaction and he said that he would come Saturday for sure at 12:15pm and again for the third time he stood me up.  I called him for days before he finally called me back and said that he did come on Saturday but that I was not there and that I should invest in a door bell. He angrily set up an appointment with me for Tuesday, 12/20/16 I was uncomfortable with the yelling and accusations he was making over the phone so for my safety I invited my brother Jay to be there when Dan came this time.  He again did not show up at our set time so I called and called.  Finally, he called back around 3:50pm to say that he was still an hour away.  We waited and he did arrive an hour later in an angry rage.  He began to pull chains and mess around with the opener.  Parts were flying and chains were popping and hanging by the time he was done.  It was a real horror show.  And I am glad that I had someone with me because I am not sure what else he would have done in his anger. He left the garage door in worse condition than when he arrived.After about 30 minutes, he said “It cannot be fixed.  If you pay me $400 more I will put in a new opener for you.”  I said “No, I am not comfortable with paying you anymore money after all of this.  But I think that it is only right that you return the $200 I paid you since the door only worked properly for a few hours.”  Dan said “I cannot return your money because I have already invested a lot of time into this but, I can send you back $100.”  He said that I would get the check for $100 in the mail within 7 days; along with a receipt stating what work he had done on the door the first time around - but he never did any of what he promised.I actually had to call another company to fix the damage he did to my garage door and it cost me hundreds.  This new company provided me with a receipt for the work done and noted the damage done to the opener.  I debated whether to go to court to pursue damages but I decided to just pursue the $200 I paid him. I am still requesting that Star Solutions return the $200 I paid them for garage maintenance but instead ended up with an inoperable garage door, lots of wasted time and frustration, and costly damage to my opener.Regards,
[redacted]