Prior to our technician arriving for service on 10/13/2015, [redacted] contacted us the day before on 10/12/ through the chat service on our local website; he set up an appointment for the following day and indicated that he had what appeared to be a broken cableAt that time, no prices were quoted On 10/13/15, prior to the appointment, [redacted] (***’s wife) called to cancel and schedule for a later time that night, during emergency hoursWhile on the phone, [redacted] reiterated that they had a broken cableShe was quoted a $ emergency service fee plus parts and labor; cables were also quoted at $75- per pair (depending on the size of the door)Unfortunately, we’re never able to tell, definitively, what type of problem the customer is experiencing until our technician arrives onsite Due to the fact that we are not a Wayne Dalton TorqueMaster supplier or dealer, any repair beyond minor cable and door adjustments (springs, bearings, drums, etc), we always recommend converting to a conventional open-torsion systemThis is a system we are able to repair and back with an extended warrantyFrom a parts quality standpoint, we’ve also found that it tends to be a more safe and reliable option for our customers When our technician arrived, he determined that the cable was intact, but the spring was brokenSince we’re not able to replace a Wayne Dalton TorqueMaster system, we recommended converting to our open-torsion system for $This pricing includes the following: 16’ torsion tube, center and end bearing plates, a set of drums, a set of cables, a set of nylon rollers and hi-cycle torsion springsAdditionally, this price included the $ service fee, labor and a 5-year warranty covering parts and labor Since no work was completed, I have refunded the $ service fee that was initially chargedI’ve also made an attempt to reach out to [redacted] to try and explain the difference in product and why we made the recommendation that we didI was unsuccessful in getting through to her Please see link below for the call recording to reference: [redacted]
Prior to our technician arriving for service on 10/13/2015, [redacted] contacted us the day before on 10/12/ through the chat service on our local website; he set up an appointment for the following day and indicated that he had what appeared to be a broken cableAt that time, no prices were quoted On 10/13/15, prior to the appointment, [redacted] (***’s wife) called to cancel and schedule for a later time that night, during emergency hoursWhile on the phone, [redacted] reiterated that they had a broken cableShe was quoted a $ emergency service fee plus parts and labor; cables were also quoted at $75- per pair (depending on the size of the door)Unfortunately, we’re never able to tell, definitively, what type of problem the customer is experiencing until our technician arrives onsite Due to the fact that we are not a Wayne Dalton TorqueMaster supplier or dealer, any repair beyond minor cable and door adjustments (springs, bearings, drums, etc), we always recommend converting to a conventional open-torsion systemThis is a system we are able to repair and back with an extended warrantyFrom a parts quality standpoint, we’ve also found that it tends to be a more safe and reliable option for our customers When our technician arrived, he determined that the cable was intact, but the spring was brokenSince we’re not able to replace a Wayne Dalton TorqueMaster system, we recommended converting to our open-torsion system for $This pricing includes the following: 16’ torsion tube, center and end bearing plates, a set of drums, a set of cables, a set of nylon rollers and hi-cycle torsion springsAdditionally, this price included the $ service fee, labor and a 5-year warranty covering parts and labor Since no work was completed, I have refunded the $ service fee that was initially chargedI’ve also made an attempt to reach out to [redacted] to try and explain the difference in product and why we made the recommendation that we didI was unsuccessful in getting through to her Please see link below for the call recording to reference: [redacted]