Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 12/3/14.November 26, Mr*** *** *** *** *** *** ** ***Dear Mr***,Somehow there was a miscommunication between your employee and
our officeAs far as I remember,I have not spoken to you directly, only to your employee At any rate, you assert that we weresupposed to come out to your house only for an estimate for a repairWe never schedule ourtechnicians to give estimates on repairsWe schedule for repair calls onlyIn-home estimates are onlygiven for new garage doorsThis has been our policy for over years.We went out to your house for what we thought was a repair callWe assessed your old Sears openerand found it had damaged gearsSince replacement of the gears is an expensive job for such an oldopener, we quoted for both replacement of the gears and a new opener and left a bill for our minimumcharge of $as no decision was made at the timePart of the $would be credited towards eitherbillYou chose not to have us repair or replace your operator.Because of the apparent confusion, we will credit you half of our chargeTherefore we will charge only$for our service calll hope you will ?nd this to be a reasonable solution to this matter.Regards, *** ***Genie of Fairview Door Co.Cc: *** ***, Revdex.com, Euclid Ave., 4th Floor, Cleveland, OH 44115-
Revdex.comRegarding ID ***Due to apparent miscommunications on the part of both parties, Genie of Fairview Door Co will not charge our customer for the service call to this house. John H***Genie of Fairview Door Co
Revdex.com 2800 Euclid Ave. Cleveland, OH 44115 Re: [redacted] Dear Mr. [redacted], We are sorry you viewed your experience with us negatively. We strive to respond to customer's needs swiftly so our customer's garage doors and openers are back in...
service as soon as possible. That is why we came out to your house the same day you called .In your case we could have fixed the door with alternative parts and come back to install exact replacement parts the next day but you told our technician to leave and not bother to come back. We do not charge extra if we don't have the part and need to come out again so your bill would not have been any higher if we had come back the next day. In fact, any time we have to come back out to finish a job we never charge another trip charge. We always have stud pulleys in stock so there was no question of whether or not we had the part. We never "hide" or misrepresent our fees. We strive to treat all our customers (over 100,000 in the Cleveland and Akron areas) fairly and honestly. Respectfully, John H[redacted] Genie of Fairview Door Co
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[As I expected, the business misrepresented what had happened to appear I was expecting something for free. The technician specifically said that he did not have the part on hand and wasn't sure if they had it in stock because it is an older garage door. I knew there would be some sort of fee for him to come out (not 100 dollars) and he said he would not charge me today but would charge me if he did come back out tomorrow. Weighing the option of having him come back out without the part I gratiously declined and he said he would not charge me since he really didn't do anything (as originally stated). I'm sure this will turn out me having to pay, but would like an explanation as to why they wait 4 days after the due date on the bill to reach the customer, hidden late fee perhaps? Either way, I will make it my life's goal to make sure no one in my family (who own several businesses) or any friends and associates and my union never go to this place of deception.]
Regards,
[redacted]
September 20, 2016
Revdex.com 2800 Euclid Ave., 4th Fl Cleveland, OH 44115-2408
Re: Complaint ID [redacted]
This customer called our office for a service call to repair her garage door opener at a rental property that she owned. We serviced her operator and billed her for the repair....
When she complained about the bill we credited the full amount. Now she is asking us to pay for a subsequent service she had performed by the company that originally installed the opener.
When she had a problem with the newly installed opener she probably meant to call the company that installed it just a day or two before but mistakenly called us instead. It was an honest mistake but we cannot pay for service performed by another company.
Sincerely,
John H[redacted] Genie of Fairview Door Co.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Genie of Fairview has not presented the situation correctly. Their scenario is incorrect starting with saying I called about a rental property, which was something I never stated. I called them on the morning of June 20, 2016 because a garage door opener was not working properly and I described the problem as the door would start going down and then would reverse and go back up.I have attached a copy of the letter dated July 20, 2016 I sent to Genie of Fairview which details the events. The bill that they say was credited was something I complained about because I didn't even know they had been out at the house. They admitted that they were wrong in sending someone out and decided not to charge me. They do not want to admit that the service technician serviced a garage door opener that had nothing wrong with it.
Regards,
[redacted]
Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 12/3/14.November 26, Mr*** *** *** *** *** *** ** ***Dear Mr***,Somehow there was a miscommunication between your employee and
our officeAs far as I remember,I have not spoken to you directly, only to your employee At any rate, you assert that we weresupposed to come out to your house only for an estimate for a repairWe never schedule ourtechnicians to give estimates on repairsWe schedule for repair calls onlyIn-home estimates are onlygiven for new garage doorsThis has been our policy for over years.We went out to your house for what we thought was a repair callWe assessed your old Sears openerand found it had damaged gearsSince replacement of the gears is an expensive job for such an oldopener, we quoted for both replacement of the gears and a new opener and left a bill for our minimumcharge of $as no decision was made at the timePart of the $would be credited towards eitherbillYou chose not to have us repair or replace your operator.Because of the apparent confusion, we will credit you half of our chargeTherefore we will charge only$for our service calll hope you will ?nd this to be a reasonable solution to this matter.Regards, *** ***Genie of Fairview Door Co.Cc: *** ***, Revdex.com, Euclid Ave., 4th Floor, Cleveland, OH 44115-
Revdex.comRegarding ID ***Due to apparent miscommunications on the part of both parties, Genie of Fairview Door Co will not charge our customer for the service call to this house. John H***Genie of Fairview Door Co
Revdex.com 2800 Euclid Ave. Cleveland, OH 44115 Re: [redacted] Dear Mr. [redacted], We are sorry you viewed your experience with us negatively. We strive to respond to customer's needs swiftly so our customer's garage doors and openers are back in...
service as soon as possible. That is why we came out to your house the same day you called .In your case we could have fixed the door with alternative parts and come back to install exact replacement parts the next day but you told our technician to leave and not bother to come back. We do not charge extra if we don't have the part and need to come out again so your bill would not have been any higher if we had come back the next day. In fact, any time we have to come back out to finish a job we never charge another trip charge. We always have stud pulleys in stock so there was no question of whether or not we had the part. We never "hide" or misrepresent our fees. We strive to treat all our customers (over 100,000 in the Cleveland and Akron areas) fairly and honestly. Respectfully, John H[redacted] Genie of Fairview Door Co
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[As I expected, the business misrepresented what had happened to appear I was expecting something for free. The technician specifically said that he did not have the part on hand and wasn't sure if they had it in stock because it is an older garage door. I knew there would be some sort of fee for him to come out (not 100 dollars) and he said he would not charge me today but would charge me if he did come back out tomorrow. Weighing the option of having him come back out without the part I gratiously declined and he said he would not charge me since he really didn't do anything (as originally stated). I'm sure this will turn out me having to pay, but would like an explanation as to why they wait 4 days after the due date on the bill to reach the customer, hidden late fee perhaps? Either way, I will make it my life's goal to make sure no one in my family (who own several businesses) or any friends and associates and my union never go to this place of deception.]
Regards,
[redacted]
September 20, 2016
Revdex.com 2800 Euclid Ave., 4th Fl Cleveland, OH 44115-2408
Re: Complaint ID [redacted]
This customer called our office for a service call to repair her garage door opener at a rental property that she owned. We serviced her operator and billed her for the repair....
When she complained about the bill we credited the full amount. Now she is asking us to pay for a subsequent service she had performed by the company that originally installed the opener.
When she had a problem with the newly installed opener she probably meant to call the company that installed it just a day or two before but mistakenly called us instead. It was an honest mistake but we cannot pay for service performed by another company.
Sincerely,
John H[redacted] Genie of Fairview Door Co.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Genie of Fairview has not presented the situation correctly. Their scenario is incorrect starting with saying I called about a rental property, which was something I never stated. I called them on the morning of June 20, 2016 because a garage door opener was not working properly and I described the problem as the door would start going down and then would reverse and go back up.I have attached a copy of the letter dated July 20, 2016 I sent to Genie of Fairview which details the events. The bill that they say was credited was something I complained about because I didn't even know they had been out at the house. They admitted that they were wrong in sending someone out and decided not to charge me. They do not want to admit that the service technician serviced a garage door opener that had nothing wrong with it.
Regards,
[redacted]