Christines Crations

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Thank you for your feedbackWe have a standard service call rate for residential customers of $99+ tax that is for up to the first minutes of work being performed at a customer's home That can be for minutes of work or minutes of work We have fixed costs that we incur to drive to a home (along with the running of a business/office/etc) and these rates apply to all customers We find that we are in line with most home appliance repair and service companies We are sorry that you do not find the same value in the service that we have provided of fixing your garage doorWe will offer a 15% discount as a good will gesture if the balance is paid within with terms of the bill which on this bill was Net Thank you for your business

The business is willing to offer a 20% discount off the bill, to the consumer, to resolve this matter

"
line-height:normal">Wayne Dalton of Syracuse installed
this customer’s door(s) under a contractor in 2013. The labor and installation warranty that come
with the door is year. We honor this
after the customer moves into the home which the customer states was in June of
2014. The warranty period ended in June
of 2015. We do not show any records of
being called out to this home for any services since the time that we installed
the garage door(s).The customer spoke to us on Monday
August 29th to set up the service call. Although we did not document the price of the
call in the service ticket that we wrote up, the customer assumed on her part
that it was under warranty. We did not
say this call would not be chargeable.The work was documented by the
technician in his notes as to what was performed on the service ticket and we
have submitted it for documentation. We
did not say the sensors were “not even close to aligned,” he noted “made sure
photoeyes were on correctly and aligned because they were not.” We had to
realign the photo eyes in order to run the door to ensure everything was
working properly before we could leave the job site.Our staff spoke to the customer again when they
called regarding the bill and reviewed that it was out of the warranty. The customer admitted they assumed it was
under warranty when placing the call. We
apologize for the misunderstanding and if it has caused any unnecessary
frustration that was mistaken for rudeness.
We pride ourselves on taking care of our customers

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.
Our door had never worked right from the beginning. After several calls to our builder to help with it he suggested we called Wayne Dalton because we did not believe it was installed correctly. We told Wayne Dalton this and they said they would come out and look at it. They said customer service is a priority but the technician was rude to my wife. They came out and said the door was fine. My wife pointed out that the cable on the left side of the door was loose. They said it is fine that way. We then had to explain that it keeps coming off the tract. The technician seemed irritated by us mentioning this. He believed that the door was operating correctly. Nobody ever mentioned that this was going to be service call that was going to cost or mention about rates or stating anything about that. My wife mentioned to me that the technician was rude but at least it is fixed now. I was surprised when we receive a bill in the mail. The bill also specifically mentioned all this work is not covered under warranty. I am not sure why they had to put that on the bill if they didn't think we thought it may be covered under warranty. When I called Wayne Dalton to try and resolve this the lady said if you don't want to pay it you can take it up with collections. She also said that the minute a garage door opener from someone else is installed that voids the warranty. Not very great customer service there also. I do not believe either of my garage doors were installed correctly. One of which I fixed myself and the other I would have fixed it if I would have known they were going to charge to fix it. I under stand they have to pay for the technician time to come out, which is why I would like a full refund but believe a partial would be fair since they did have the cost of sending an employee out. I feel like I was taken advantage on this one. My builder stopped by and apologized in person extensively for suggesting I talked to Wayne Dalton on this. They have been very stand up through the building process and through everything.
Regards, [redacted]

The business is willing to offer a 20% discount off the bill, to the consumer, to resolve this matter.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards,  [redacted]

Thank you for your feedback. We have a standard service call rate for residential customers of $99+ tax that is for up to the first 30 minutes of work being performed at a customer's home.  That can be for 5 minutes of work or 30 minutes of work.  We have fixed costs that we incur to drive...

to a home (along with the running of a business/office/etc) and these rates apply to all customers.  We find that we are in line with most home appliance repair and service companies.  We are sorry that you do not find the same value in the service that we have provided of fixing your garage door. We will offer a 15% discount as a good will gesture if the balance is paid within with terms of the bill which on this bill was Net 30.  Thank you for your business.