Birdsong Garage Door Co

We received a call from our customer stating there was a problem with the garage door not opening that had been purchased seven months previousThe customer stated they did not carry keys for any of the doors to there home and used the garage door exclusively to enter and leave the home and because no key was carried a locksmith was called to gain entry to the homeThey also stated they wanted us to pay the cost of having the locksmith open the house We sent our service person that day to see what the problem was keeping the door from opening to find one of the rollers had come out of the tracksThe customer was not on site when we arrived and had someone meet us for access to the garageWe repaired the garage door at no charge and tested it for proper operationWhen complete the person who let us in tried to hand us the bill for the cost to have the locksmith open the houseIn both the initial call and when the service person was on the job site, we told the customer we believed it was up to them to carry a key to open their home in case the garage door would not work because of problems with the garage door, the garage door operator or if the power had gone outAt no time had we agreed to pay for the cost of the locksmith as statedWe received a call then on June 20th and the customer(s) (there were more than one person on the customers phone) were now insisting that we were responsible for the locksmith chargesI again stated we did not agreeWhen the profanity started I ended the call We are sorry the event occurred but we truly believe it is the responsibility of the home owner to carry a key for their home.We are leaving the decision of the matter in the hands of the B.B.Bfor their consideration and determination of the best way to resolve this matter[redacted] Birdsong Company

We received a call from our customer stating there was a problem with the garage door not opening that had been purchased seven months previousThe customer stated they did not carry keys for any of the doors to there home and used the garage door exclusively to enter and leave the home
and because no key was carried a locksmith was called to gain entry to the homeThey also stated they wanted us to pay the cost of having the locksmith open the house. We sent our service person that day to see what the problem was keeping the door from opening to find one of the rollers had come out of the tracksThe customer was not on site when we arrived and had someone meet us for access to the garageWe repaired the garage door at no charge and tested it for proper operationWhen complete the person who let us in tried to hand us the bill for the cost to have the locksmith open the houseIn both the initial call and when the service person was on the job site, we told the customer we believed it was up to them to carry a key to open their home in case the garage door would not work because of problems with the garage door, the garage door operator or if the power had gone outAt no time had we agreed to pay for the cost of the locksmith as stated
We received a call then on June 20th and the customer(s) (there were more than one person on the customers phone) were now insisting that we were responsible for the locksmith chargesI again stated we did not agreeWhen the profanity started I ended the call.
We are sorry the event occurred but we truly believe it is the responsibility of the home owner to carry a key for their homeWe are leaving the decision of the matter in the hands of the B.B.Bfor their consideration and determination of the best way to resolve this matter*** ***
Birdsong Company

Initial Business Response /* (1000, 6, 2015/06/02) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@birdsongcompany.com
It seems harder than ever these days to find good, reliable companies to perform work at our homesThere are companies who
travel from town to town, using shady practices to lure their customers in to buy their low quality products and servicesWhen the climate gets too "Hot" for them they move
The Birdsong Company, a family run business since tries hard to provide the best quality, most dependable products that can be found from a variety of manufacturersOur trained staff includes some employees with over years working for our companyOthers have come from companies who have directed them to always "Up Sell" products or scare the customer to think they need to have extensive work doneThese employees always remark to me how much they enjoy working for an "UP Front" company who does not make them feel like crooks when they do work at someones homeIndeed almost 80% of our customers are repeat customers or have gotten our name by word of mouthSatisfied customers are always a companies best source of future work
There are however from time to time those that do not feel they got a fair shakeIt is a point at which a company's business practice will show their true nature in how they deal with unsatisfied customers
We have applied a credit to this customers account to cover the $charge incurred to "Fix" their door as askedNo information will be sent to credit agencies or liens to be applied
In closing we suggest to all that it is a good idea to investigate a business you intend to deal with and ask questions about their chargesThe Revdex.com is one of the best ways to do so
Sincerely,
*** ***
President, Birdsong Company

? We received a call from our customer stating there was a problem with the garage door not opening that had been purchased seven months previousThe customer stated they did not carry keys for any of the doors to there home and used the garage door exclusively to enter and leave the home and
because no key was carried a locksmith was called to gain entry to the homeThey also stated they wanted us to pay the cost of having the locksmith open the house.? We sent our service person that day to see what the problem was keeping the door from opening to find one of the rollers had come out of the tracksThe customer was not on site when we arrived and had someone meet us for access to the garageWe repaired the garage door at no charge and tested it for proper operationWhen complete the person who let us in tried to hand us the bill for the cost to have the locksmith open the house In both the initial call and when the service person was on the job site, we told the customer we believed it was up to them to carry a key to open their home in case the garage door would not work because of problems with the garage door, the garage door operator or if the power had gone outAt no time had we agreed to pay for the cost of the locksmith as statedWe received a call then on June 20th and the customer(s) (there were more than one person on the customers phone) were now insisting that we were responsible for the locksmith chargesI again stated we did not agreeWhen the profanity started I ended the call.? We are sorry the event occurred but we truly believe it is the responsibility of the home owner to carry a key for their home.We are leaving the decision of the matter in the hands of the B.B.Bfor their consideration and determination of the best way to resolve this matter.*** ***Birdsong Company

Initial Business Response /* (1000, 6, 2015/06/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@birdsongcompany.com
It seems harder than ever these days to find good, reliable companies to perform work at our homes. There are companies who travel...

from town to town, using shady practices to lure their customers in to buy their low quality products and services. When the climate gets too "Hot" for them they move.
The Birdsong Company, a family run business since 1956 tries hard to provide the best quality, most dependable products that can be found from a variety of manufacturers. Our trained staff includes some employees with over 40 years working for our company. Others have come from companies who have directed them to always "Up Sell" products or scare the customer to think they need to have extensive work done. These employees always remark to me how much they enjoy working for an "UP Front" company who does not make them feel like crooks when they do work at someones home. Indeed almost 80% of our customers are repeat customers or have gotten our name by word of mouth. Satisfied customers are always a companies best source of future work.
There are however from time to time those that do not feel they got a fair shake. It is a point at which a company's business practice will show their true nature in how they deal with unsatisfied customers.
We have applied a credit to this customers account to cover the $84.00 charge incurred to "Fix" their door as asked. No information will be sent to credit agencies or liens to be applied.
In closing we suggest to all that it is a good idea to investigate a business you intend to deal with and ask questions about their charges. The Revdex.com is one of the best ways to do so.
Sincerely,
[redacted]
President, Birdsong Company.

We received a call from our customer stating there was a problem with the garage door not opening that had been purchased seven months previous. The customer stated they did not carry keys for any of the doors to there home and used the garage door exclusively to enter and leave the home and...

because no key was carried a locksmith was called to gain entry to the home. They also stated they wanted us to pay the cost of having the locksmith open the house.  We sent our service person that day to see what the problem was keeping the door from opening to find one of the rollers had come out of the tracks. The customer was not on site when we arrived and had someone meet us for access to the garage. We repaired the garage door at no charge and tested it for proper operation. When complete the person who let us in tried to hand us the bill for the cost to have the locksmith open the house. In both the initial call and when the service person was on the job site, we told the customer we believed it was up to them to carry a key to open their home in case the garage door would not work because of problems with the garage door, the garage door operator or if the power had gone out. At no time had we agreed to pay for the cost of the locksmith as stated. We received a call then on June 20th and the customer(s) (there were more than one person on the customers phone) were now insisting that we were responsible for the locksmith charges. I again stated we did not agree. When the profanity started I ended the call.  We are sorry the event occurred but we truly believe it is the responsibility of the home owner to carry a key for their home.We are leaving the decision of the matter in the hands of the B.B.B. for their consideration and determination of the best way to resolve this matter.[redacted]Birdsong Company.

Initial Business Response /* (1000, 5, 2014/12/22) */
We are responding to a complaint made on December 8th in regard to a warranty question that arose on December 5th, 2014.
We were contacted by the customer who had a lift cable come off it's spool and was keeping the garage door from...

working. They inquired about charges for both emergency service Friday evening December 5th and service charges at regular rates. The customer explained the cable had wrapped itself around the spring shaft and even after several attempts, the door would not close. They suggested the cable appeared to be in need of replacement and asked if the part would be covered under warranty. We explained that if the cable had been damaged (from trying to close the door several times) the warranty would not apply. They seemed to agree with the idea and booked a call to be done Monday morning December 8th. We told the customer that even if the cable was damaged, we would offer a discounted price for the cost of the part up to 50% off the regular price.
We received a call shortly after that from the customer saying that they were unhappy with the idea they may have to pay for any parts needed and would call another company to make the repairs. We then received the Revdex.com complaint on Monday the 8th.
In closing, we have never failed to honor our warranty in the 58 years we have been in business. We would be happy to make the repair needed and if any parts are found to have failed under normal use or found to be defective, they of course will be replaced under warranty. Any part found to have been damaged would be charged for at our standard parts cost.
[redacted]
President Birdsong Company

The technician, Dale, was professional and polite. He replaced a cable for the garage door, and showed me that the other cable might be replaced. He patiently described what he was doing, and what I could do in the future to identify problems before they made the garage door inoperable. He did not push me to buy unneeded services.