Crawford & Brinkman Door & Window

Initial Business Response /* (1000, 5, 2016/08/16) */
On 6/3/Mr *** called for a service call to fix his garage doorHe did not call for a estimate on fixing his door but wanted someone to fix his problem
Our policy is we do not give estimate on the phone because it is impossible to
tell what the problem is over the phone.We only give our rates
We set up a service call for monday to service his door Wee have attached the record of the GPS tracker we have on his truck that show's we went out to his houseIf Mr *** would have called he would have not been chargedMr *** had ample time to call because he said he had another company out to fix the problem FridayWe have an answering service that he could of left a voice recording or talked to a live person to cancel.Monday we sent a serviceman and a truck with a time slot ample to fix his problem.He was charged a wasted trip charge to cover the wasted time driving to his house and trying to contact himWe do expect to be paid for our wasted time
Initial Consumer Rebuttal /* (3000, 12, 2016/09/12) */
I spoke with *** this morning regarding this caseI continue to get invoices from Crawford and BrinkmanAs mentioned in my previous complaint, I have no idea if the company came to my house because I was not home since I was called in emergently to the hospitalI only wanted an estimate from this companyI called different places and one company was able to come out the same dayAs I explained to the rep, I could not afford to be without my car for the entire weekend, however, if I absolutely had to wait because no other place could fit me in, then I wouldI always, always, always get a minimum of three estimates when getting repair work doneThey were well aware that they were not the only company I was callingThey want to charge me $for no work doneThey are not being reasonable even after my explanationI called and left a message and no one has returned my phone call as of date

Dispute Resolution Department:Complaint 12289762We received a call on 10/5/from *** *** stating he had a broken spring on his garage door that was years old and that is should be covered under warrantyMy service manager stated he would call the manufacturer CHI Overhead Doors because the
one year labor warranty that Crawford & Brinkman offers had expired, the door was installed 3/18/My service manager called CHI customer service and gave them the door code on the doorThey checked the code and told him because it was a 20' x 9' oversized door the warranty is only yearThe year warranty is only on doors 8' and smaller (see attached warranty) my service manager, after some discussion, got with customer service and convinced them to cover the broken spring even though it it was out of warranty he tried to get CHI to cover both springs Customer service would not cover the unbroken springMy service manager then called MrWood and explained his door was out of warranty but he got CHI to warranty the broken spring itself but there would be a labor charge to replace it and that would be his responsibility, he agreed to let us come out and replace it but did not want anything else done.Mr *** stated that the service man stated that we normally change both springs which it is true, but not because the door will not work, it is for economic reasonsWe recommended doing both because it saves on additional labor cost in the future, you only have to take the torsion assembly down once to change both springs saving on labor, the door will work as long as the broken spring is replacedthe minor slack in the cable does not affect the operation of the door.In my discussions with Mr*** he was not satisfied that we only changed one spring which is all we could get approved and he called CHI directHe did not remember who he talked to but I believe he talked to the regional manager so I questioned the regional manager from CHI about this matter and I have attached his responseI believe he was not given the whole story that the door was an oversized door and thinking it should have been covered under warranty he agreed to replace both springs and told Mr*** the labor was not covered then gave him a list of dealers that could do the workbecause he was able to convince the regional manager form CHI to do both springs and that he chose someone else to do the work does not relieve his responsibility to pay our labor costI believe we went out of our way just getting one spring approved out of warranty and if the regional manager had all the facts he would not approve replacing both springs.As for Mr*** not hearing from usI had discussed this matter with him and explain are position on this matter, he would not listen to it and said he would not pay twice for a broken spring, but it was his choice to another company replace the spring we put I and does no relieve his responsibility to pay usWe continued to send out statements on the charge the last day of the month from November thru May and called and left ma message to call on 3/1/On 6/he was sent to collectionsAfter he received the call from collections he called me again very angry that he was sent to collection and he was not going to pay twice for his spring at that time I stated that I was a member of the Revdex.com and that I would be willing to take this to their arbitration service and he said again he would not pay twice for his springsI told him I would talk to the CHI Manager then followed up with the attached e-mail stating that he was still required to pay the service feethe next correspondence was a better business complaint.Tom HoffmanCrawford & BrinkmanDoor & Window Co