AYS Garage Door

Dear Revdex.com,As of November 21, 2017, No replacement wood trim and weather stripping has been replaced on the outside of my “New” garage door.4:pm [redacted] ***Will send a photograph of what is existing on the outside as of today

er our technician:I went out to *** house and I had some trim with me in my truckShe requested that I ordered the same color trim that was on her homeSo I went to the warehouse picked up some trim and scheduled a day that would work best for herThe day before I was supposed to go out there after I had picked up the trim from Tempe she canceled saying That her door was not level and one side of the tracks was an 1/8th inch difference from the other side also she stated she did not want vinyl trim she wanted WoodI don’t know if the warehouse even has woodI tried to explain to her how the vinyl looks exactly like wood but it’s better because it doesn’t dry rot splinter and crackShe said she was going to cancel the job because she, “didn’t want any shabby work done.” She said that it would not be HOA approved, which is not true We have done multiple homes in very strict H away guidelines tracks and nothing has ever been said. Point being we had made every effort to please herWasted my time running to the delivery center ordering parts that I didn’t need but she canceled anyway. We were not contracted to do finish carpentry work, it is outside of our scope for thisWe offered her a solution and she cancelledThe vi

Hi, This customer was taken care of on 10/20 and the trim was installed. We acquired AYS and a few logins we did not have. I apologize for not responding to this. I have updated the account with my email address.  Sincerely,

Dear Revdex.com,As of November 21, 2017, No replacement wood trim and weather stripping has been replaced on the outside of my “New” garage door.4:41 pm[redacted]Will send a photograph of what is existing on the outside as of today.

I have reviewed the customers complaint and would like to explain the situation in a little bit more detail.  I do not want to get into the back and forth dispute of phone calls this customer claims to have made or did not receive, but feel a small response of our scheduling structure be...

presented. 

  All messages are always returned, no question.  It is never in our structure or policy to need confirmation from a technician to my office to confirm if they can make an appointment or not.  That is not how we work or have ever worked.  The office manager or person in charge of the phone schedules jobs and the technicians report for their next stop, the technicians make no decisions involving the scheduling process.  The second structure of our scheduling is that ALL jobs have a three hour time window given, the 30 minute precall is a courtesy provided by our technician to remind the client we are in route.  In this customers complaint on our website, she even states that she was scheduled between 3-6 and after waiting until 3:30 with no phone call by our service technician she became upset and called the office to complain.  Maybe it was misunderstanding but a 30 minute precall in a 3-6 time frame means she will hear from us at any point of that window. The only way a precall could be late is after 5:30.

With that being said I would like to explain the details of the actual complaint.

The customer scheduled an estimate, this estimate is always free.  Upon arrival the technician diagnoses that the electric garage door opener is not functial and will need to be replaced.  A free estimate for an opener installed can be provided and the customer can call us at anytime to replace the unit at her convenience.   The customer was quoted for a Lift Master 8355 1/2 HP Belt driven electric opener, installed for a total charge $349+tax, that price includes service fee, labor, and materials.  She then stated that she did not want to spend that amount of money at that exact time, but understood that she would need to replace it when it was a better time for her financially.  She requested that we install a key handle lock system on her garage door so that she could still use the door by hand and also have the security of a lock until she could replace the system.  The customer agreed to the appropriate charges of $65.00 service and labor to install the key lock system and maintenance the door for safe manual operation,   $55.00 for parts to make her door work and lock manually at that time.  The technician also offered and wrote on the invoice that she would be credited the $65.00 service call toward the cost of a new opener if she called back at a later date to purchase our product for $349.00+tax which includes service, labor and parts.  One total, no confusing charges to add up. The customer agreed, signed an invoice, then paid the technician as a satisfied customer. 

The next interaction with this customer is a phone call stating that she wants to move forward with the installation of a new electric garage door opener, however she would like for us to install a different brand than we carry.  The office manager explained that we do not carry or sell Genie brand products.  We stock parts for service repairs of existing Genie products but we choose not to sell that brand, rather we sell Lift Master and Marantec openers.  I never have and do not anticipate selling Genie brand for my own preference of quality. The customer expressed an opinion that we should sell it if [redacted] sells it, that she was not happy we didnt carry it, and that she would just buy it from [redacted] instead.  The customer made the decision to purchase the [redacted] product then called and asked the office manager if we would still install that unit at no charge.  The office manager explained that our quote of $349.00 installed is for the parts and labor combined, and she would recieve a $65 credit.  She was then quoted that we would install the store brand unit for the standard price of $125 including materials needed that would not be provided in the box.  But we could not apply a credit in the case that we did not sell the product.  This price is also in line with [redacted]s labor charge, they fluctuate seasonally but is anywhere from $99-$125 above and beyond the purchase price of the materials to have the product installed.

The customer stated that she expected us to not only credit $65, rather NO charge at all, because she already paid for our services.  This is the point where she is confused on what she has paid for and what she will recieve, but has formed an opinion and will not listen otherwise.  So now she won't agrer that the $349 included service,  labor and parts.  The customer would not understand or agree that the $65.00 was charged for installation of a key lock handle and service of the existing door to make for safe manual operation, and would only be offered as some sort of credit out of the goodness of our technicians heart to help her situation.  When he is onsite and prepared to install a product but the customer is not financially capable, we are in now way obligated to offer a credit for service paid that day on a temporary repair. In no way do we ever install store brand units for $65 or apply previously paid services toward that, and never do we install them for free.  The only time a technician will offer a credit,  is in the situation he stated on the signed invoice, "credit will apply if motor is purchased at $349.00.

No company could be in business to install store brand purchases for free.

 I would absolutely refund a customer their money spent if we did not hold up to our end of the deal.  This situation is usually that a comsumer paid a fee simply as a trip fee, in this case the customer purchased the services for temporary security and now that it is not needed any longer is looking for a refund. 

 This customer also has not once requested a phone call or contact from manager or owner, and not once has requested a refund.

Please excuse any typing errors as I have generated this email in the feild using a smart phone for faster response.

Please let me know if any further explanations or information are needed. 

Thank you,[redacted]

Owner/Operator

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Review: On Feb 3rd 2014 my garage door motor on my existing garage door no longer worked. I called AYS to give me a estimate for a garage door repair or install of new system. At the time I was unable to purchase the new garage door so I had them install at T-handle lock to the door to be able to lock the garage door until I was able to purchase the door. They charged me for the T handle install $55 dollars and a service call of $65 dollars which they stated is for the lubing and making sure the door is up to par when they do the install of the new unit.

On April 16th I call AYS to install a new garage door, answering machine picked up which I left my name and number to call back.

On April17th 3pm still did not receive a call back. So I called again. The lady answered the phone and I explained the situation. She stated that they can put me into the 3pm appointment on the 18th. This would be their last appointment of the day. I also asked regarding me purchasing the unit at [redacted] because the unit I wanted has a particular option I wanted and they did not use that product. If they would still honor the service call charge I was charged. I was assured by her that I can purchase the unit, they know how to install it and she does not see any reason why that would be a problem. She will call tomorrow (18th) to confirm the appointment. The 18th at 3:30pm I still have not heard from the company so I decide to call. When I called the same woman states her technician never called her since yesterday to confirm the appointment. She also states that the service call charge is only good for an install on their unit which is not stated on their receipt or told to me on the 17th. I was charged for a service call which includes lubing parts of the door and checking all the parts of the unit which they never did.Desired Settlement: I desire a refund of a service call charge of $65 which they stated was to do the preventative maintenance of the door they would complete when they install the new unit.

Business

Response:

I have reviewed the customers complaint and would like to explain the situation in a little bit more detail. I do not want to get into the back and forth dispute of phone calls this customer claims to have made or did not receive, but feel a small response of our scheduling structure be presented.

All messages are always returned, no question. It is never in our structure or policy to need confirmation from a technician to my office to confirm if they can make an appointment or not. That is not how we work or have ever worked. The office manager or person in charge of the phone schedules jobs and the technicians report for their next stop, the technicians make no decisions involving the scheduling process. The second structure of our scheduling is that ALL jobs have a three hour time window given, the 30 minute precall is a courtesy provided by our technician to remind the client we are in route. In this customers complaint on our website, she even states that she was scheduled between 3-6 and after waiting until 3:30 with no phone call by our service technician she became upset and called the office to complain. Maybe it was misunderstanding but a 30 minute precall in a 3-6 time frame means she will hear from us at any point of that window. The only way a precall could be late is after 5:30.

With that being said I would like to explain the details of the actual complaint.

The customer scheduled an estimate, this estimate is always free. Upon arrival the technician diagnoses that the electric garage door opener is not functial and will need to be replaced. A free estimate for an opener installed can be provided and the customer can call us at anytime to replace the unit at her convenience. The customer was quoted for a Lift Master 8355 1/2 HP Belt driven electric opener, installed for a total charge $349+tax, that price includes service fee, labor, and materials. She then stated that she did not want to spend that amount of money at that exact time, but understood that she would need to replace it when it was a better time for her financially. She requested that we install a key handle lock system on her garage door so that she could still use the door by hand and also have the security of a lock until she could replace the system. The customer agreed to the appropriate charges of $65.00 service and labor to install the key lock system and maintenance the door for safe manual operation, $55.00 for parts to make her door work and lock manually at that time. The technician also offered and wrote on the invoice that she would be credited the $65.00 service call toward the cost of a new opener if she called back at a later date to purchase our product for $349.00+tax which includes service, labor and parts. One total, no confusing charges to add up. The customer agreed, signed an invoice, then paid the technician as a satisfied customer.

The next interaction with this customer is a phone call stating that she wants to move forward with the installation of a new electric garage door opener, however she would like for us to install a different brand than we carry. The office manager explained that we do not carry or sell Genie brand products. We stock parts for service repairs of existing Genie products but we choose not to sell that brand, rather we sell Lift Master and Marantec openers. I never have and do not anticipate selling Genie brand for my own preference of quality. The customer expressed an opinion that we should sell it if [redacted] sells it, that she was not happy we didnt carry it, and that she would just buy it from [redacted] instead. The customer made the decision to purchase the [redacted] product then called and asked the office manager if we would still install that unit at no charge. The office manager explained that our quote of $349.00 installed is for the parts and labor combined, and she would recieve a $65 credit. She was then quoted that we would install the store brand unit for the standard price of $125 including materials needed that would not be provided in the box. But we could not apply a credit in the case that we did not sell the product. This price is also in line with [redacted]s labor charge, they fluctuate seasonally but is anywhere from $99-$125 above and beyond the purchase price of the materials to have the product installed.

The customer stated that she expected us to not only credit $65, rather NO charge at all, because she already paid for our services. This is the point where she is confused on what she has paid for and what she will recieve, but has formed an opinion and will not listen otherwise. So now she won't agrer that the $349 included service, labor and parts. The customer would not understand or agree that the $65.00 was charged for installation of a key lock handle and service of the existing door to make for safe manual operation, and would only be offered as some sort of credit out of the goodness of our technicians heart to help her situation. When he is onsite and prepared to install a product but the customer is not financially capable, we are in now way obligated to offer a credit for service paid that day on a temporary repair. In no way do we ever install store brand units for $65 or apply previously paid services toward that, and never do we install them for free. The only time a technician will offer a credit, is in the situation he stated on the signed invoice, "credit will apply if motor is purchased at $349.00.

No company could be in business to install store brand purchases for free.

I would absolutely refund a customer their money spent if we did not hold up to our end of the deal. This situation is usually that a comsumer paid a fee simply as a trip fee, in this case the customer purchased the services for temporary security and now that it is not needed any longer is looking for a refund.

This customer also has not once requested a phone call or contact from manager or owner, and not once has requested a refund.

Please excuse any typing errors as I have generated this email in the feild using a smart phone for faster response.

Please let me know if any further explanations or information are needed.

Thank you,[redacted]

Owner/Operator

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,