Angel's Carpet Cleaning

Dear Revdex.com, We recently received a complaint letter from one of our customers. In response to complaint [redacted] Labor Crew on : 4/24/17 Technician located gate and began inspection by checking control box then motor. Upon inspection technician realized motor is not turning which means is not good...

anymore and will need to replace. ** recommendation are the following SWING GATE OPERATOR MIRACLE ONE EXITING MOTOR BUT NO LONGER AVAILABLE PARTS OTHER THAN THE SWITCH BOARD.WILL NEED TO REPLACE WITH LIFT MASTER. ON 5/8/17 Customer called questioning his bill and was told those charges were for the inspection conducted in the City of San Francisco leaving the shop at 9:30 am and arriving on site 10:15 am and arriving the shop back at 11:15 am which is equivalent to 1.75 hrs at a $165.00 ph rate. Customer then stated he requested other quotes from different companies and they stated they can do the switch board replacement. I then told the customer his motor is old and the only part available was the switch board and that motor was discontinued and advised we do not offer warranty and that is why we suggested a new motor. Customer then refused to pay for the time and material cost due to the fact that we told him our company will not to the repairs because this model is discontinued and is no longer available. The part available would be the switchboard and if we due those repairs we will not offer warranty because it was discontinued. However, customer was still unhappy and said that if other companies were willing to due the repairs why did we not offer that option. I then advised customer due to the fact that motor has been discontinued and no other parts were available it was not in his best interest to go with that option because we would not be able to offer warranty. I then told him he did not request a free estimate that he called in a service call and that a full inspection was conducted and travel from and to the site was being billed. He then said he would only pay $100.00 I then told the customer that at the time he requested the service he was advised of the rates and he accepted the inspection rate. Customer then was offered out of courtesy a $100.00 discount leaving him with a balance of $188.75 which we received payment on 6/12/17 on check #[redacted] in the amount of $188.75 [redacted]

Dear Revdex.com, I have attached additional documents which can be used as evidence to sustain my statement on 6/26 via email. I also would like to add a response to Mr. [redacted] declaration. It is company policy that when service is requested all customers are aware of the service fees and or estimates. On 4/21 Mr. [redacted] called Ajr door service requesting service on his gate stating it was not opening and or closing. I then informed Mr. [redacted] we would schedule him Monday due to the fact that our normal business hours are M-F 8:00 am -4:30pm and a trip to San Francisco at 3pm will result in after hours rate. Mr. [redacted] then said he would be okay with Monday morning. On Monday [redacted] called to verify if services were still need Mr. [redacted] then agreed to the service call and rates. Upon inspection and service our technician Oscar, told Mr. [redacted] he would need a new motor because the parts to this motor were discontinued and the only part available was the switchboard but that we could not offer warranty on a product that no longer is made and therefor was not in his best interest as a our customer we couldn't move forward. Mr. [redacted] then called our office deputing the charges. An was advised that the fees were for the travel from Hayward,CA to the city of San Francisco and also for the inspection only. Mr. [redacted] was then was given a $100.00 discount out of courtesy but was still unhappy and threatened to not pay. On 6/11 payment was received and cleared on 6/12. [redacted]

Complaint: [redacted]I am rejecting this response because:there are a number of inaccuracies in Ms [redacted] statement.
  No.1: when I requested AJR send someone to look at my gate and again when I talked to Jaime, there was no discussion relating to rates and fees or as to the difference between a service call and estimate.   No.2: as the documents submitted by AJR clearly verify, their technician states: Scope:" motor is not turning which means it's not good.will need to replace." He said the cost would be $3800.
I received three other estimates and all said there was nothing wrong with the motor. My gate wouldn't operate because the Q222 main circuit board needed replacement. All three gave the same price to repair $1200. I choose R&S Erection of San Mateo and they completed the work on May 2.
  No.3: the AJR technician never mentioned my switchboard or the fact that no warranty was available. The first time the issue of the warranty arose was May 9. I was discussing this problem with Ms Romero and told her I had my gate repaired by replacing the circuit board, that there was nothing wrong with my motor and that AJR 's technician had made an error. Only then did Ms Romero raise the question of the warranty and stated " we don't do a partial fix".
I still maintain I received no consideration for my $188.75 and am entitled to a refund.Sincerely,[redacted]