I'm very sorry that this happenedThe men should have never touched the Genie Opener at the initial visitWe do not work on Genie products at allThe check was put in the mail Tuesday with Ar-Be's apologyThank You,
*** ***
Good day Mr. [redacted] I'm sorry to hear of your dissatisfaction but I believe we did what we can to resolve the issue at the time of service yesterday. Your initial call to the company mentioned broken springs and so you were quoted $255.00. When the serviceman arrived at your home,...
he saw and confirmed that the springs were in fact broken and so he replaced both. Once the springs were replaced, he was then able to test the operation of the door and opener. He determined that your 23 year old Craftsman opener (from 1994), had broken limits. The average lifespan of an opener is between 10-12 years and so we weren't able to repair it. When you called to speak to the office manager, she mentioned we weren't able to fix the current opener. She let you know that there wasn't any possible way to know that the opener was broken as well, without changing the springs. Unfortunately, there's no way to test the operation of a an opener with broken springs. She offered a discount of $325.00 for a new opener. Your initial issue with broken springs was resolved. We were upfront with what the cost would be. After resolving that issue and testing the door, we then were able to see that your opener was broken and was too old to repair. We explained the reason we could not have possibly knew of the broken opener and we offered a discount. I hope that you take these factors into consideration, with regards to your next step. We'd like to keep you as a return customer and will give a discount of $325.00 for a new garage door opener. We look forward to hearing from you soon and hope you have a wonderful day. Best regards,[redacted]President
Complaint: [redacted]
I am rejecting this response because:My initial call was to have someone to come out for the broken springs because the overhead door wouldn't stay down. As a company sending out a service technician he should have inspected the opener along with the springs. instead of him saying yes the springs are broken and it will keep the door from staying down so I will replace the springs.He also widen the hinges on the roller that hold the springs cable wire, why I don't know and he couldn't explain to me why he did it. I don't underserstand how it's the opener if the door is still going up and down, the problem is it won't stay down. furthermore I bought the garage door opener in 2006 not 23 years ago. You stated you was giving me a discount of 325.00 to replace the opener, to replace an opener is anywhere from 300.00 to 400.00 and you quoted me 350.00 to replace it so where is the discount.
Sincerely,
[redacted]
Called on a Friday evening with a problem; called me back Saturday morning; arranged an appointment for first thing Monday morning; showed up at 6:45; resolved it by 7:30 on a day with single digit temperatures. I did not have to miss work; I could call in with my credit card information to pay; and it was a very reasonable price. I don't think they could have done anything any better.
Good morning Mr. [redacted] I'm sorry to hear that the proposed resolution has been rejected on your behalf. You're disputing the amount of $255.00, which was the price quoted to replace both springs. We don't believe it's fair to ask for this amount back, as that issue has been resolved. If you disconnect the door from the opener, you can operate the door manually, which wouldn't have been the case had we not replaced the springs. We understand that the news of your 20+ year old opener needing to be replaced was unexpected, as these can be costly. Your door is in working condition but if you'd like to replace the opener, we'd honor the discount of $325.00. We hope you rethink your options as you'll find that we're usually the most economical, in terms of what our competitors charge. We welcome any phone call and hope to hear from you soon. Thanks again and well wishes. Warm regards,[redacted]President
Initial Business Response /* (1000, 5, 2015/02/17) */
We will go ahead and do the repairs at no charge. we do need for the weather to change . Once we get a break in the weather, above freezing we will do the repair. We will call [redacted] and let here know when the day before.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I'm very sorry that this happened. The men should have never touched the Genie Opener at the initial visit. We do not work on Genie products at all.The check was put in the mail Tuesday with Ar-Be's apology.Thank You,[redacted]
I'm very sorry that this happenedThe men should have never touched the Genie Opener at the initial visitWe do not work on Genie products at allThe check was put in the mail Tuesday with Ar-Be's apologyThank You,
*** ***
Good day Mr. [redacted] I'm sorry to hear of your dissatisfaction but I believe we did what we can to resolve the issue at the time of service yesterday. Your initial call to the company mentioned broken springs and so you were quoted $255.00. When the serviceman arrived at your home,...
he saw and confirmed that the springs were in fact broken and so he replaced both. Once the springs were replaced, he was then able to test the operation of the door and opener. He determined that your 23 year old Craftsman opener (from 1994), had broken limits. The average lifespan of an opener is between 10-12 years and so we weren't able to repair it. When you called to speak to the office manager, she mentioned we weren't able to fix the current opener. She let you know that there wasn't any possible way to know that the opener was broken as well, without changing the springs. Unfortunately, there's no way to test the operation of a an opener with broken springs. She offered a discount of $325.00 for a new opener. Your initial issue with broken springs was resolved. We were upfront with what the cost would be. After resolving that issue and testing the door, we then were able to see that your opener was broken and was too old to repair. We explained the reason we could not have possibly knew of the broken opener and we offered a discount. I hope that you take these factors into consideration, with regards to your next step. We'd like to keep you as a return customer and will give a discount of $325.00 for a new garage door opener. We look forward to hearing from you soon and hope you have a wonderful day. Best regards,[redacted]President
Complaint: [redacted]
I am rejecting this response because:My initial call was to have someone to come out for the broken springs because the overhead door wouldn't stay down. As a company sending out a service technician he should have inspected the opener along with the springs. instead of him saying yes the springs are broken and it will keep the door from staying down so I will replace the springs.He also widen the hinges on the roller that hold the springs cable wire, why I don't know and he couldn't explain to me why he did it. I don't underserstand how it's the opener if the door is still going up and down, the problem is it won't stay down. furthermore I bought the garage door opener in 2006 not 23 years ago. You stated you was giving me a discount of 325.00 to replace the opener, to replace an opener is anywhere from 300.00 to 400.00 and you quoted me 350.00 to replace it so where is the discount.
Sincerely,
[redacted]
Called on a Friday evening with a problem; called me back Saturday morning; arranged an appointment for first thing Monday morning; showed up at 6:45; resolved it by 7:30 on a day with single digit temperatures. I did not have to miss work; I could call in with my credit card information to pay; and it was a very reasonable price. I don't think they could have done anything any better.
Good morning Mr. [redacted] I'm sorry to hear that the proposed resolution has been rejected on your behalf. You're disputing the amount of $255.00, which was the price quoted to replace both springs. We don't believe it's fair to ask for this amount back, as that issue has been resolved. If you disconnect the door from the opener, you can operate the door manually, which wouldn't have been the case had we not replaced the springs. We understand that the news of your 20+ year old opener needing to be replaced was unexpected, as these can be costly. Your door is in working condition but if you'd like to replace the opener, we'd honor the discount of $325.00. We hope you rethink your options as you'll find that we're usually the most economical, in terms of what our competitors charge. We welcome any phone call and hope to hear from you soon. Thanks again and well wishes. Warm regards,[redacted]President
Initial Business Response /* (1000, 5, 2015/02/17) */
We will go ahead and do the repairs at no charge. we do need for the weather to change . Once we get a break in the weather, above freezing we will do the repair. We will call [redacted] and let here know when the day before.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I'm very sorry that this happened. The men should have never touched the Genie Opener at the initial visit. We do not work on Genie products at all.The check was put in the mail Tuesday with Ar-Be's apology.Thank You,[redacted]