Daniel J. O'Leary & Sons Insulation, Inc.

The customer states that our amount to fix the door is over twice as much as the fix should have been, I am assuming this is because the customer only had one broken spring. Our company policy is that we will not replace one broken spring when there are two. There are a couple of reasons
for this. First, it is very dangerous, to replace only one spring as the other one will need to have the tension released and then put back on a spring that we are not aware of the age and wear and tear of. This spring could break while applying tension back on the used spring. Not only does this put our technician in an unsafe situation it is also not good for the customer. Once you unwind a spring and wind it back up you cut the life of the spring in half; it will break faster We are a company, as *** explained with this customer, that prides ourselves in providing a long term and correct fix for the customer. We offer options, including not doing business with us, but we cannot offer options that put our technicians in harm’s way and could be detrimental to our customers and our reputation. We have to make sure our customers are provided with a high level of service, quality parts that will last a long time and completely visible to all customers. We apologize this customer feels that he was mistreated, but it is our policy not to replace one spring when there are two springs there. We provided exactly what the customer signed for and agreed upon

Complaint: ***
I am rejecting this response because:The company is wrong on the facts. Yes, there was only broken spring; however, there was only double length springand it was broken. The tech pressured me into buying springs with an expensive roller bearing in between. At no time would the tech be in any danger by installing a single spring. I believe the company was trying to hide the facts. The tech told me he would send me a detailed receipt by email right away. He did not. I called the company in days and they said they would send me one immediately. They did not. I called in about days and they said they would mail me a detailed receipt. I got one days later. I request a meaningful deduction in my bill
Regards,
*** ***

The customer called into our call center and booked a call at 3:pm on Thursday September 15, 2016. He told our rep that his cable was off. She booked him a call for 5-that day. She also told him that we had a service call fee of 75.00, but that would be waived if he chose to
do service. He agreed and took the appointment. Our technician arrived at 4:pm. Our technician arrived at the home and had to go through the house to get to the garage door. As soon as he came in the customer asked how much it would be to fix it, the tech was still putting his shoes back on per the customer’s request to take them off. He responded that he would have to do his full inspection. The customer then stated he was leaving and to talk to his wife. The tech had to go out to move his truck per his request. Upon inspecting the door, the technician found that the door had a broken spring and the left cable had started to fray and come unraveled both of which was are major safety concernsHe also found that the right side drum was damaged where the drum retains the cable, both parts would need to be replaced in order to allow the door to work properly The condition of the bearings were worn and would cause the door to bind Precision Door’s philosophy is to fix the door right the first time and to offer options. We always offer at least two options to our customers, if there are options. We do not adhere to the philosophy of just fixing the broken part as a garage door has many components that work in harmony with each other. We do not want a customer to not be told about all of the issues that are going on so that they will have to call us again and again and waste more money and service call fees and labor. We look at the door comprehensively The technician asked the customer’s wife come out so that he could show her all of the components that he had failed and she was presented with the three optioper the customer’s request when he left. She took a moment and said she needed to call her husband and see what he wanted to do, she informed the tech that her husband wanted to talk to him. She stated that the spring was replaced years ago for 200.00. Mr*** called *** from a blocked number. Mr*** stated that the spring was replaced years ago for $125.00. If this were true than Mr*** got a bad product. Springs should not break that quickly, but also, if the spring broke that fast it was because the rest of the components were bad as well, precisely why we do a comprehensive look Mr*** didn’t believe that the cable and drum were bad, he was not there to see though. We could not just replace the spring as there were other components that were failing. Mr*** states that we didn’t give him options, but we did, to his wife and to him, and he was not there to see them in writing. Mr*** had the ability to choose not to use our service, but when he was told of the service call fee, to which he agreed, if he did not use our service, he was agreeing to that fee