Bonnet Sales & Service Inc.

This letter is in reference to what I hope is a resolution of this complaint. I spoke to [redacted] on Tuesday, 11/4/14 and made arrangements to see her and review the job at 11:30 AM on Wednesday, 11/5/14 in hopes of resolving the problems. Our conversation was calm and courteous. On Wednesday, 11/5/14, I checked the overnight messages and on our answer machine, there was a message from [redacted]. She stated that she did not need me to come any longer. She called at 8:05 AM on 11/5/14 to confirm that I was not needed and said that she had a handy friend come over and fix the problem. She said something about lights, but she thought it was strange. It is my hope that this is resolved.
Thank you,
[redacted]
President
Bonnet Sales and Service, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company was unwilling to respond to my call for service during the needed time. It seems strange that the door would malfunction a few days after they had made repairs. The man that I spoke to was rude, patronizing and unwilling to come to my house which I believe the company should have felt a responsibility to do because they had been there a few days prior. Of course he would deny that he had been drinking but his conduct made me suspicious otherwise. Perhaps he hadn't been drinking; I have no exact way of knowing. I stand by my earlier complaint.Regards,
[redacted]

After reviewing with my Service Manager the events that had taken place with Ms. [redacted], I am looking for a little help from you as to how to handle this. I have been in business for over forty two (42) years and have never had an issue like this. My take on the situation is that we repaired a...

cable on Ms. [redacted] door earlier in the week and everything at  that time was working okay. On Saturday (October 11th), she called later in the evening and was concerned with getting somebody out that night to get her door closed. Getting someone out to fix the door was not a problem. I think the problem came up when we asked her to try a couple things to get the door closed.
We do this to help us diagnose the problem and sometimes save everyone time and money. Because if Ms. [redacted] problem was not related to the work we did earlier in the week, it would not be warrantied, and fixing the problem at that time of night would be charged at an overtime rate if we sent someone out. If she could have worked with us a little longer over the phone, we may not have been in this position. I guess if we could get a copy of the bill from whoever did the repairs she called in on October 11th, we could see what the problem was and determine if a refund is appropriate. As far as her description of my man's demeanor as having been drinking, he says he was not. He also said that at no time did he say he would not respond to her house to get the door closed. If my man was rude, it would be totally out of character. If he was, then I extend my apologies. I am attaching a copy of my service manager's account of the events evening of October 11th. Thank you for the opportunity to respond. I would appreciate a phone call from you detailing how to best handle this and what our next actions must be. I can be reached at ###-###-####.
Thank you.
Sincerely,
[redacted]
President
Service Manager's Account attached.