Garage Door Medics

A garage door has three primary components - the Opener, the Springs, and the door itself.On December 20, 2014, we were asked to come out to repair Mrs. [redacted]'s garage door opener. Uponmeeting the customer at the home, we discovered she was unable to open her garage door. The...

onlyaccess to the garage was by cutting a small, hand sized hole into the garage door itself in order to openthe door (called an emergency vault release). Upon opening the door, it was discovered the water pipein the ceiling of the garage had burst and had flooded the garage.Mrs. [redacted] signed our work order at that time instructing us to install a vault release and to replace thegarage door opener with a Liftmaster Model 3240 - on half horsepower screw drive opener. Apackage price of $639 was agreed upon and she provided us with her credit card. See work order#[redacted] attached. She agreed she would call us back once the damages from the water leakwere repaired.
On 01/21/2015 [redacted] went back out and installed the new Liftmaster Model 3240 opener and relatedparts and installed a vault release. Ms. [redacted] acknowledged the repairs were completed and her dooropener was operating poperly upon signing our work order #[redacted].
On 01/29/2015 we went back out Ms. [redacted]'s home as she was noticing her door was making an
odd noise when it opened. Our technician found the garage door opener and rail, as well as the vault
release which we installed on 01/21/2015 were working fine. [redacted] reported to Ms. [redacted] that her
door springs were worn and needed to be replaced. He reprogrammed two garage door remotes for
her while he was there for no charge. he talked with Ms. [redacted] about her springs but she stated she
did not want to spend any additional money. She again signed our work order indicating work was
complete and that she only wanted partial service at this time (the programming of the remotes) on our
work order #[redacted].
 
On 02/04/2015, we went back out to Ms. [redacted]'s home again as she was stating her door was still
making a clunking noise when it opened. Our Service Manager was sent out to see Ms. [redacted]'s house
to see if [redacted] missed anything in his diagnosis of the door. At the end of the day, the underlying issue is
that the garage door hardware (or springs) are failing. They are old and need to be replaced. Ms.
[redacted] does not want to pay to replace them. She refused to sign our work order which noted the
hardware is failing and needs to be replaces (work order #[redacted])
 
On 02/10/2-15, We left a message for this customer that we at this point will be happy to remove the
opener and all related parts we installed as well as removing the vault release we installed for labor cost
of $200. Once that is complete and all materials (which we are now unable to sell as they are used), we
would refund her $439.00

Everything went well. [redacted] was very nice.

Fast, knowledgeable, and professional. A first-rate experience from top to bottom!

Today was one of the best in home service experiences for us. With a broken garage door and being a weekend day we needed something done quickly and professionally. [redacted], the technician from Garage Door Medics, called in advance to announce hi upcoming arrival upon which he surveyed the problem, provided a thorough diagnosis with several options, and explained everything to my satisfaction. His work provided excellent results meeting our every expectation. His warm and pleasant personality made this an exceptional experience ... he should be cloned. A neighbor noticed his van and requested assistance with her garage door problem which [redacted] quickly attended to upon completion of work on our garage door much to her satisfaction as well.
Patrick [redacted]

Please see attached response letter.  Our attempts to resolve this issue with the Customer have been ignored by the Customer.  Thank you for your assistance.  [redacted]e Garage Door Enterprises, Inc. dba Garage Door Medics [redacted] License #: [redacted] May 19, 2015 Revdex.com [redacted] SENT VIA ONLINE Revdex.com PORTAL Dear Sir or Madam, We dispute the allegations in the complaint below. We made several attempts both by telephone and in writing to resolve this Customer’s complaint to no avail. Her allegations that we have been abusive or unresponsive are simply untrue. The garage door opener this Customer requested we install on her garage door was operating perfectly and to manufacturer’s specifications. The age and condition of the customer’s garage door were the root cause of the Customer’s complaint. As she refused our recommendations to either restore the garage door to it’s proper operating condition or to exchange the opener for one that could me modulated to a slower speed, there was no resolution. History: On December 20, 2014, the customer had us out to her home reporting that she was unable to get her garage opened. Upon arrival, we discovered the customer had a one-piece tilt up type garage door. These garage doors require special hardware and springs in order to open and close properly (E900 Hardware and One Piece Door Springs). The customer had pulled the vault release (which allows you to manually open the door) so hard, the cable had pulled loose from the mechanism and the garage door would not release to open. With the Customers permission, we cut a hole in her garage door large enough for our technician to put his arm through in order to manually open the garage door. Upon opening the garage door, it was discovered the customer had a water pipe broken directly above the electric socket and the Genie garage door opener – this water leak had flooded both the electrical outlet and the garage door opener itself. She was very lucky she did not have a fire. The customer discussed with our Tech the type of opener that would work best for her one-piece tilt up door. The customer had been using a Genie garage door opener that was over 20 years old and was very worn – our Tech joked with the customer that it probably could barely raise the heavy one piece garage door and probably opened very slowly. Based on the type of door, the weight, height, and length of her garage door, the Tech recommended a Liftmaster Model 1356 (or Model 8075) chain drive garage door opener, (1/2 horsepower) with a 7 foot rail and a vault release. He recommended a chain drive opener so that it could be dialed back on the smaller gear to operate just a little bit slower – this reduces bucking in the older, one-piece style doors and is a very cost efficient way to work with an older one-piece garage door. The customer was insistent on installing a screw drive model as she believed they operated smoother. She understood that the electrical outlet would need to be replaced as well as the drywall and any other repairs necessary to repair the water damages, and that she would call us to come out to complete the work. Our technician put together her work estimate for installation of a screw drive opener and included a second remote, rolling the $99 service fee for today’s visit into her opener purchase and proceeded to get signatures and payment from the customer. On January 21st, 2015 we went back out to the Customer’s home, and installed the new Liftmaster 3240 screw drive garage door opener with the 7 foot rail, vault release and one extra remote per the customers instruction. All work was completed, and the customer was very satisfied. She even gave our service tech an extra “gift” to say thank you. On January 29th, 2015 the same Technician was sent back out to the home as a warranty call. The customer was reporting the door was making a popping noise when fully opening. This is caused when the door “bucks” through movement of the door hardware and is very common on one-piece doors that have worn or bent door hardware. The new opener opens the door faster than the door hardware can accommodate – resulting in a pop or buck. Our Tech found the one-piece door had E900 hardware on either side of the garage door that appeared worn/bent, as well as worn garage door springs. The Tech found nothing wrong with the garage door opener itself. The Tech explained in detail with the customer what he found and recommended one of the following two options: a. She could repair the worn E900 hardware and replace 4 SL728 springs – thereby reconditioning her garage door. b. Or she could replace the screw drive opener with a chain drive opener which would slow the opener speed and reduce the bucking. The best solution would be to repair the worn hardware, but we understand our customers financial situation and always make recommendations that will hopefully work. The customer declined to have any repairs done to the door and declined to replace the opener with a chain drive model that would reduce the bucking. She stated she would just deal with the popping noise. On February 4, 2015 a second Technician was sent out to the home to meet with the customer to review her complaint about the garage door making a popping sound again as a warranty call. He also found that the door hardware (E900 hardware and springs) were worn and needed to be replaced. The customer refused to sign our paperwork for that visit. RESOLUTION OFFER The following day, our Service Manager spoke with the customer in an attempt to find a suitable solution. There was nothing wrong with the garage door opener we installed. This had been checked by two qualified garage door technicians who independently pinpointed the same issue – her door hardware was failing. The customer was adamant there was nothing wrong with her garage door hardware and would not listen to either of our Technicians nor our Service Manager. At this point, we made her two offers to attempt to resolve the issue: 1. We offered to replace the screw drive opener with a chain drive opener that could be modulated to open slower. We would not charge her for the uninstallation and new installation of the openers and we would refund her difference between the sale price of the two openers. She declined. 2. We then offered to remove the screw drive opener, rail, vault release and additional remote. We would refund $441 of the $639 she paid, charging her only for the original service call to open the garage door ($99) and the labor charge for installing and then uninstalling the opener she purchased ($99). In either solution, our company would not be able to resell the opener as new as it had been installed - so we would be absorbing the cost of the opener and taking the loss. She declined both offers. For the next few weeks, the Customer refused to accept any further phone calls from us, she did not return our calls, nor the letter we sent to her and our attempts to resolve the issue have been met with silence. She has also filed a dispute with her credit card company. Based on her most recent remarks, it sounds as if she may or may not have replaced the opener with another one. As she refuses to return our calls/letters and she refuses to return the opener, rail, vault release and remote, our hands remain tied. If she has now had someone else remove some or all of our installed product, we are the ones “injured” in this instance. We believe we are at a minimum entitled to be paid for the original service call, $99 (for the opening of her garage door when she was locked out of it), and $99 for our installation of the opener $99 (normally charged at $150). Return of our property continues to be requested. Sincerely, [redacted] Controller

Gene was very professional and fixed my door promptly.

On time, very efficient, did very good work. Would highly recommend.

Technician arrived on time, called prior to arrving, explained what he was going to do and performed the service. He performed his job with expertice, and kept us infomred of his progress and exactly what he was doing. Very respectfull.

[redacted] was very professional and quick. He provided exceptional service and took a little extra time to answer my questions. Extremely helpful!

Garage Door Medics' technician [redacted] provided excellent service. He was prompt, courteous and professional. I highly recommend him. Thank you for a job well done!

Professional, cheerful, informed, timely. Product as expected. Excellent communication by all we dealt with in this transaction. Installers were enthusiastic about their work and did a smooth competent job.

I received and incredible service today from [redacted] and [redacted] (Tech)today. Today was the first time I contacted this business from the Clipper magazine to help with my residential garage door.
They are very professional, respectful, friendly and honest.
Above all [redacted] walked me through the problem on the phone in a very timely fashion. I was not charged. Yes, you read this right. There was no charge.

There are still rare gems in the local business community.

Thank you.

My garage door was in major need of maintenance. I called Garage Door Medics and Leo was sent to assess the situation. He was very professional knowledgeable about what needed to be repaired. The door was not shutting completely (one side was higher than the other). Leo replaced the bearings, springs, and cable and then tested and adjusted the door and explained everything to me along the way. I also bought a door opener because the one I had was no longer working. I will have them do the yearly maintenance and will use them again without any hesitation. Also, the office staff was very prompt at answering my phone call and kept me up-to-date as to when the technician would be arriving.

[redacted] was friendly, thorough, and efficient. Great job, will def recommend.

[redacted]. Did an excellent job in repairing our garage door. He called as he was on the way and showed up as scheduled. Job was done well and I have no complaints

[redacted] was the technician, he was extremely professional and highly knowledgeable. Great service!

We appreciated the timely response and the professionalism of Preston from Garage Door Enterprises, Inc. We were truly surprised at the how thorough and yet economical the whole process was.

VIA REGULAR AND ELECTRONIC MAILDISPUTE OF CLA IM: No: [redacted]License It: 594206January 31, 2015HCC Surely Group60 I S. Figueroa Street, Suite 1600Los Angeles, CA 90017Via Fax: 310-649-0891Dear Sir or Madam,Thank you for providing us with notice that Mr. [redacted] (The Customer) has exerted a...

daimagainst our Contractor's Bond. f'or your reference, [have enclosed a copy of our originalresponse letter dated December 26, 20] 4 which was sent out prior to seeing Mr. [redacted] fom1alcomplaint and photographs. This Jetter includes the original, s igned service ticket (front andback) for lhe service call we completed at The Customer's residence on November 22, 2014 aswell as a copy of the service ticket from our second visit to The Customer's residence onDecember 1st 2014.Whereas we strive to please every customer (as our online review history shows), sometimes acustomer cannot be made happy. We believe we have already gone above and beyond to try toassist Mr. [redacted] by resetting his garage door for free on December 1, 2014.Mr. [redacted] 's allegations are adamantly denied as there was no violation of Califomia Businessand Professions Code: 7109 (A) implying "A willful departure in any material respect fromaccepted trade standards for good and workmanlike constroction (which) constitutes a cause fordisciplinaty action, unless the departure was in accordance with plans and specificationsprepared by or under the direct supervision of an architect. "In summation:1. The photographs provided by The Customer are clearly showing pictures of a garagedoor that came "off track"- This occurs to a garage door when the garage door rollers areworn and/or the door is closed and hits an obstruction.2_ The Customer was shown during our initial visit on November 22, 2014 that the rollersand end bearings on his garage door were severely worn and needed to be replaced_3. The Customer was informed in writing during that visit that he needed the rollers and the' end bearings replaced in order for the door to function properly.4. The Customer declined to have the needed repairs completed on his garage door,choosing instead to have just a portion of the necessary repairs completed at that lime.5. The Customer signed our work order approving the partial servicing of his garage doorand signed where the work order reads "I wish to have only partial service performed atthis time. I understand that Garage Door medics docs not recommend this and I willrelinquish them of any liability for any future damages or accidents that may result fromnot following the technician's recommendations."6. The work we did complete for The Customer per our written contract was thereplacement of two garage door springs - You will note in The Customer's photographs,there was nothing wrong with the spring installation the pictures provided by TheCustomer appear to show a door coming ''off track" which occurs when the garage doorrollers are warn and/or the door hits an obstruction.7. The Customer's door was not damaged by work completed by a Garage Door Medicstechnician, nor was his door damaged by a lack of contracted work to be completedGarage Door Medics.8. Lastly, the proposal provided by The Customer from Mesa Garage Door is an estimatefor a replacement garage door. It does NOT indicate anywhere on the estimate that theirtechnician could find fault with work previously done. lt simply shows the cost forreplacing The Customer's garage door.In conclusion, we are sad to hear that Mr. [redacted] continues to have issues with his garage door butfind we are not in any way responsible for those issues. Please review the attached originaldispute letter sent to your offices on December 26th, 2014.We look forward to a favorable outcome.Sincerely,Mehmed Dapcevic

Gene was prompt, even a little early and was done fixing a broken garage door spring in about 30 minutes. Service was professional and now hidden fees.

Gene A. was very friendly and personal. He made sure I understood the repairs needed and made sure to answer any of my questions. The company also sent an email showing photos of the possible repair people who would be coming, which helps you feel more secure.