General Linen & Uniform Service

Initial Business Response /* (1000, 10, 2015/08/07) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@allseasonsgaragedoor.com
The customers wife had originally called in for a broken springWe scheduled the repair time and went out to fix the spring
When we got there our technician saw the customer had a custom wood overlay door which has larger springs than what we stock on our trucks because of a much heavier weight of the door than a common steel doorWe do not have record of what was said on the phone between the customers wife and our office staffTypically 95% of spring changes are taken care of in the same way and we are sorry if we could not diagnose it over the phone, but it can be hard to know exactly what the customer is working with without seeing the job face to face, so we try to do our bestOur technician told her that we would need to clamp the spring to get the door running temporarily and measure the springs to get her a quote on the special order springs from the manufacturerThe initial visit where the spring was clamped to get the door running temporarily was $plus the $for the clamp and that visit was paid for
When we called the customer with a quote to replace the springs and the lead time to get the springs to our shop the husband told us he refused to pay for us to come back to replace the springs and that we did not ask the right questions when schedulingThe quote included the price of the springs, and the labor to install the springsThere was no trip charge included in the quote for the second trip out there as it was included in the first tripHe was told that he does not have to move forward with the quote if he was uncomfortable with us as he has that rightThe husband was told that custom overlay doors are handled this way in our industry as we can't possibly carry all the spring combinations for every doorWe carry stock springs which can configure to 95% of garage doors
We are a family owned and operated company that runs on an office powered by almost completely by women, and a women ownerWe feel the customer is mistaken that we were trying to take advantage of his wife because she is a womenAll of our technicians answer to women every day and to imply that of us would be completely unfairOur technicians do not work on commission so there is no need to try to upsell unnecessary items or take advantage of the customerWe try very hard to make sure we are taking care of the customer in the best way possible and not performing services that are not neededThis job was handled in the same way every other wood overlay garage door spring change is handledIf the customer would like references to our customer and contractors that install and maintain overlay doors on a regular basis we can provide that and they can attest that this is truly the case
Initial Consumer Rebuttal /* (3000, 12, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told by the MALE service manager when I called clearly that we would be charged every time someone was dispatched to a locationmy wife was informed by the service technician that we would be charged every time someone was dispatched to a locationEven if we were to have tried to avoid a visit charge, my wife was not given the option of not clamping the door temporarily which made a service charge for the first and second visit even more unavoidableThis is not explained in the above
Final Business Response /* (4000, 14, 2015/08/11) */
I am very sorry about the inconvenienceYou are correct, we do have one male manager in the office, but the rest are womenBecause I do not know the conversation that was had between the service tech, our office staff and your wife I will be refunding the entire amount for the trip to your home including parts
We will be sure to convey in the future to our customers that if we do work on the garage door, there will be costs associated with itAgain, I am sorry this was not explained properly and we will keep your comments in mind and strive to do better with our customers in the future
-Kaarin ***