The transcript you provided for the 3rd call is again not completeAll transcripts you presented are for only a portion of the conversationPlease provide full transcript for all conversations as requested in my previous response so I can better understand where the misunderstanding took place
This is the response from our service manager that [redacted] communicated with: [redacted] called and stated that he wanted to bring in his opener for repairI told him I would check on this as we do not normally do repairs in house and call him back but before I could call him back he came in and dropped off the opener for us to repair We found a bad motor, a cracked contactor, both and volt relays were corroded and the motor overload was crackedI figured out the cost to repair the opener vs the cost to replace and called JamesI told him the cost would be $to repair the opener; he said “190.00?” I said “no sir, $590.00” and he again said “$190.00”? I again said “no sir $to repair or you can replace it for $750.00”He wanted to know why it would be so expensive to fix because he thought it just needed the motor replacedI told him that yes the motor was bad but other parts were needed as wellHe said go ahead and fix opener so I told him I would call him when it was doneOnce repaired I called [redacted] to tell him the opener was ready for pickup he asked about the cost againI told him we did not need to replace the motor over load so the cost would be around $He said “that’s a bit more than $190.00.” I said yes sir I quoted you $and that the parts alone were more than 190.00.” He said ok I’ll be down I typed up his invoice because I was taking the next day off and wanted to have everything readyA few days later [redacted] called again to say that his remotes were not workingI tried to help him over the phone to trouble shoot the problemThe next day he brought the opener back because the remotes did not work so I looked into the problemI found a very badly corroded external terminal strip and a bad multi code receiverI had a used receiver I was able to replace his with and adjusted some of the wiring on the inside of the openerI programed a new remote to the receiver to make sure it worked and called [redacted] to tell him it was readyHe asked what the problem was and I explained to him what I had doneWhen he picked up the opener I showed him the parts I replaced and gave them to himI also gave him a copy of the wiring diagram and showed him where to hook up his wall buttonHe asked about the new charges and I told him that there was no charge for this additional workIt wasn’t until a few days later that I found out that he had disputed the invoice I had written up so a co-worker charged him the $that he said he was quoted In conclusion, the co-worker should not have altered the invoice as that just led to further confusion but [redacted] was adamant that he was quoted $I will attach a portion of the call log where you can see [redacted] was saying $and our service manager was saying $but the log is not complete so it is hard to establish a good time line of who said what whenIt does appear this miscommunication between [redacted] and our service manager is what is leading to his complaintWhat [redacted] is not factoring in is the fact that we did a fair amount of additional troubleshooting and replaced additional parts at no charge as a gesture towards good customer service since our service manager was under the impression that [redacted] had just paid the $ [redacted] said we are claiming he edited the textWe are certainly not claiming thatWe simply stated that what he provided us is not complete so it is hard to discern the full context of the communicationPlease contact me if you need further information on this, Sue
I am rejecting this response because: Again, the arm appears to be installed correctly, but when you see the door in operation, the arm pulls on the door, warping it The original installer of the door noted this was installed improperly (albeit, only by a fraction of an inch) TC Garage Door's response is unacceptable and ignores the faulty installation of their openers
The transcript you provided for the 3rd call is again not completeAll transcripts you presented are for only a portion of the conversationPlease provide full transcript for all conversations as requested in my previous response so I can better understand where the misunderstanding took place
This is the response from our service manager that [redacted] communicated with: [redacted] called and stated that he wanted to bring in his opener for repairI told him I would check on this as we do not normally do repairs in house and call him back but before I could call him back he came in and dropped off the opener for us to repair We found a bad motor, a cracked contactor, both and volt relays were corroded and the motor overload was crackedI figured out the cost to repair the opener vs the cost to replace and called JamesI told him the cost would be $to repair the opener; he said “190.00?” I said “no sir, $590.00” and he again said “$190.00”? I again said “no sir $to repair or you can replace it for $750.00”He wanted to know why it would be so expensive to fix because he thought it just needed the motor replacedI told him that yes the motor was bad but other parts were needed as wellHe said go ahead and fix opener so I told him I would call him when it was doneOnce repaired I called [redacted] to tell him the opener was ready for pickup he asked about the cost againI told him we did not need to replace the motor over load so the cost would be around $He said “that’s a bit more than $190.00.” I said yes sir I quoted you $and that the parts alone were more than 190.00.” He said ok I’ll be down I typed up his invoice because I was taking the next day off and wanted to have everything readyA few days later [redacted] called again to say that his remotes were not workingI tried to help him over the phone to trouble shoot the problemThe next day he brought the opener back because the remotes did not work so I looked into the problemI found a very badly corroded external terminal strip and a bad multi code receiverI had a used receiver I was able to replace his with and adjusted some of the wiring on the inside of the openerI programed a new remote to the receiver to make sure it worked and called [redacted] to tell him it was readyHe asked what the problem was and I explained to him what I had doneWhen he picked up the opener I showed him the parts I replaced and gave them to himI also gave him a copy of the wiring diagram and showed him where to hook up his wall buttonHe asked about the new charges and I told him that there was no charge for this additional workIt wasn’t until a few days later that I found out that he had disputed the invoice I had written up so a co-worker charged him the $that he said he was quoted In conclusion, the co-worker should not have altered the invoice as that just led to further confusion but [redacted] was adamant that he was quoted $I will attach a portion of the call log where you can see [redacted] was saying $and our service manager was saying $but the log is not complete so it is hard to establish a good time line of who said what whenIt does appear this miscommunication between [redacted] and our service manager is what is leading to his complaintWhat [redacted] is not factoring in is the fact that we did a fair amount of additional troubleshooting and replaced additional parts at no charge as a gesture towards good customer service since our service manager was under the impression that [redacted] had just paid the $ [redacted] said we are claiming he edited the textWe are certainly not claiming thatWe simply stated that what he provided us is not complete so it is hard to discern the full context of the communicationPlease contact me if you need further information on this, Sue
I am rejecting this response because: Again, the arm appears to be installed correctly, but when you see the door in operation, the arm pulls on the door, warping it The original installer of the door noted this was installed improperly (albeit, only by a fraction of an inch) TC Garage Door's response is unacceptable and ignores the faulty installation of their openers