Hanson Overhead Garage Door Service

On August 19, 2015 a service call was made to my home by a service agent from Hanson Overhead Garage Door Service. I explained when I originally made the appointment that I was had one of their service coupons for $59.95 and wanted someone to troubleshoot why the garage door was not opening or closing automatically. A service agent arrived and spent less than 10 minutes stating that it might just be the capacitor but that he would have to charge a 1/2 hour labor fee of $45 in addition to the serviced coupon I had for $59.95. He stated he had the part with him and would try it to see if that was the problem. I agreed to this and he got the part from his truck and switched out the capacitor and it didn't work. This took less than 8 minutes. I was charged a total of $104.95. I was so stunned that I wrote a check for the amount. The service agent promptly left. When I clamed down, I noticed that the agent completed a check-off list on the receipt he gave me with 13 items that were supposedly checked on my garage door. I was standing there the whole 8 minutes he was there and there was no way the majority of the items on the check-off list were checked out. I called the office and was told someone would call me back. Later I did receive a long voice message from their office simply stated why they were not going to give me any type of a refund. I had stated to their office when I called that my concern was the agent did not perform the full inspection of all items on their check-off list.Product_Or_Service: service of overhead garage doorOrder_Number: [redacted]Desired SettlementI feel that ii is fair to pay the labor fee of $45 only, even if it turned out that was not the problem. But to pay the service call charge of $59.95 is simply a rip-off as the agent could not and did not perform all the inspections that he check-off on the receipt. (In less than 10 minutes??) Again I was stunned at the time and could not believe this was happening.Business Response It was explained to the customer when she made her appointment that the service call of 59.95 is the standard charge to come out to a home and check over the door and does not include any labor or parts (this is standard procedure on every appointment we schedule). Upon inspection the technician advised her she had an older model opener and he could try changing out the capacitor but there was a chance it would not work and if he did that, he would have to charge the minimum 1/2 hour labor ($45). The customer agreed to this as well. The capacitor change did not solve the issue and the technician informed her the only option at that point was to replace the opener, as other parts for the older model are unavailable, which she did not want done. She wrote a check to the technician and signed the invoice and he left to go to his next job.After the customer contacted the office I returned her call (a second time), leaving her a message advising her we would happily credit the $104.95 she paid toward having the necessary replacement completed, but that the charges were minimum standard charges of service call (charged on every job we go out to) and the minimum half hour labor that she had agreed to with the technician and they were completely valid and that if she had any further questions to please feel free to call me back. As for her claims the technician only spent 10 minutes at her house and therefore did not have time to completely inspect her door, this is a case of he said/she said. I can say that changing out the capacitor itself, which she stated he did, could not possibly be done in that amount of time. She may be mistaken in her time frames due to her frustration over an easy repair not being an option. It would take the technician half that time alone just to get his ladder and tools from his truck and set them up under the opener, not even going into the time it would take to open the machine, take out the old capacitor, replace it, close the machine, test the operator to determine if the replacement worked or not, then open the machine again, take back out the new capacitor and replace the old one and close the operator up again.Again, we would be happy to credit the charges to the customer should she choose to have the necessary replacement done, as I did advise her. But the charges were within reason and fully explained to the customer and agreed to by her. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)1. The service call for $59.95 to check over the door was not completely done. As I mentioned in my original complaint the "check list" on the invoice was incorrect. Only the first two items of the thirteen items on the check list (Operator and safety reverse were checked) but the other items on the check list were not checked. I was standing right there.2. The cover on the machine was off before the service person arrived and ready to be inspected, therefore the time to take off a cover from the unit to inspect it did not happen. Also the cover was not replaced once the capacitor was plugged in and then taken out. I also do not recall a ladder being used. So if everything was open and ready to inspect and the check list was not done completely then my time frame of approximately 10 minutes or less is correct.3. Finally: I received only one voice message from your office not twoI have never made a complaint to the Revdex.com before but after this particular issue I unfortunately had to do it. This is unfair. I am requesting a refund, once again.Final Business Response While we maintain the charges are valid and were agreed to by the customer, we have decided to issue a customer dispute courtesy refund for the service call in the amount of $59.95. Refund check number 7890 will be mailed to the customer on 10/12/15Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I believe the refund to be fair. Thank you.