Home Town Garage Doors

The customer called our office to book an appointment on Tuesday January 6th at 8:amWhen booking the appointment, the customer did not ask for any prices and did not request for the technician to give him a quoteHe stated that he had a broken spring and cable that needed repair The customer states that our website says that we offer a free estimate for a repair, and we do notWe do charge our service charge to do so; however, we do waive it with a new door, section, or new opener installWithin our advertising, it does state to call for details on the matter of the free service callIf the customer had asked about the free service call when booking his appointment, he would have been informed of the detailsThe customer assumed that service charge and fuel would be waived with the repairThe customer agreed to have the work done after the technician explained all of the prices and what was needed, and he did sign and initial our work order agreement to have the work performedWe will also attach a copy of this invoiceHe did not call until after hours later to complainHe stated that our gas prices should be adjusted because gas prices are “at an all-time low.” We do charge dollars in fuel no matter where we go, and once again if the customer had asked for prices while booking his appointment, he would have been informed of thisThe customer has stated that he was charged dollars in fuel, and he was notHe was charged our basic charge of dollarsHe also felt that our dollar service charge should be waived due to us waiving it for other customers in the past that he had read about online, but he is not aware as to why their service was waivedEvery customer’s situation and repair are different The customer stated that our technician was very professional and awesome, and he agreed with everything the tech said that he needed to have doneHe also stated that his door was 300% quieter and better than it ever wasHe also said that he believes that he needed all of the work done, but he doesn’t agree with our pricesHe said that he wishes he had gotten a second opinion, but only after agreeing to let us perform the work.We are very sorry that the customer will not recommend our company due to our prices; however, initially he did agree to the prices and did state that his door was better than ever and the technician did his job very wellIf there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted] Sincerely,Daniel JEdwards, President

The customer called our office on February 9th to book an appointment that was made for later that afternoonWhen the customer called, he did not ask for any specific prices and he did not ask how much our service charge was, nor did he mention that the ad that he had found us in stated
free service call If he had asked about the service charge he would have been told the amount and that it is only waived with a major repair such as a new door, new section, or a new openerIn our advertising it does state to call for details on the free service call adThe customer told the technician to go ahead and do the work, even after the technician had given him prices once he had arrived and assessed his problemThe technician also explained the ad to the customer, after the customer mentioned it to him.The customer did not have a broken cable; however, he did have a frayed cableThe technician did give the customer a free used cable to replace the customer's frayed cable that was fixing to snapThe only reason we decided to allow the technician to install a used cable is because we knew the cable was fixing to snap which was causing a safety hazard, and the customer refused to buy a new oneThe customer stated that we used parts that he had on hand, but that is not the caseWe did not use any other parts than this, and he was not charged for the cableThe prices that he was charged were the reset fee and the service chargeThe technician did have to reset the customer's door which should have been a charge of $The customer told the technician that he was on a fixed income, and the technician did give the customer a discounted rate, charging him only $for the resetThis amounted to a discount of $36.The customer did call in to the office after he had already agreed to the prices with the technician to complain about the service chargeHe stated once again about our ad and how it says free service call We explained to him that the ad does say to call for details on it, and that if he had asked about the service charge when booking his appointment like the ad states, he would have been given the details.If there are any other questions or additional explanation needed, please do not hesitate to contact our company at *** ***Sincerely*** *** President

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is about what I expected for Hometown Garage Doors Just let them be advised that I would not ever recommend their firm to anyone They took me once but will never get that opportunity again.Regards,*** ***

The customer is now stating that at no time did the technician tell him that he needed a new cableThe customer told the office when he called to book his initial appointment that he had a cable issue and needed someone to come out to his homeThe reason the cable was coming off was due to the fact that the rollers were bad and were locking upThe technician told the customer that the cable would continue to come off of the drum if he did not reset the torsion system and replace the rollers. The customer did not have a broken cable; however, after further evaluation he did have a frayed cableAs stated by the customer, he just wanted his door operational, and his door is now in operable conditionHe was satisfied when the technician left and he did sign and initial the invoiceIt seems as if the customer might have misunderstood the technician’s evaluation and recommendations.If there are any other questions or additional explanation needed, please do not hesitate to contact our company at *** ***.Sincerely,*** *** Office Manager

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The technician at no time told be that I needed an new cable or that the cable on my door was frayed He told me the rollers on the door needed to be replaced and that the rollers were what caused the cable to come loose I did not watch him do the repairs but to the best of my knowledge he used e the original cable on my door His assessment, according to the repair ticket #*** thiis that cables had jumped door due to rollers locking door up His recommendations are: Needs tension reset and new rollers or cables will jump again The cost to replace the rollers and put cables back was going to be approximately and I could not afford to do that so I asked him what would it cost to get it operational and he gave me the cost I never told him that I was on a fixed income I told him that the was almost half a weeks pay for me The bill says Tension System reset and service call Nothing about a reduced rate or replacing a frayed cable.I knew they would do nothing about this complaint
Regards,
*** ***

The customer called our office to book an appointment on Tuesday January 6th at 8:45 am. When booking the appointment, the customer did not ask for any prices and did not request for the technician to give him a quote. He stated that he had a broken spring and cable that needed repair.  The...

customer states that our website says that we offer a free estimate for a repair, and we do not. We do charge our service charge to do so; however, we do waive it with a new door, section, or new opener install. Within our advertising, it does state to call for details on the matter of the free service call. If the customer had asked about the free service call when booking his appointment, he would have been informed of the details. The customer assumed that service charge and fuel would be waived with the repair. The customer agreed to have the work done after the technician explained all of the prices and what was needed, and he did sign and initial our work order agreement to have the work performed. We will also attach a copy of this invoice. He did not call until after 24 hours later to complain. He stated that our gas prices should be adjusted because gas prices are “at an all-time low.”  We do charge 20 dollars in fuel no matter where we go, and once again if the customer had asked for prices while booking his appointment, he would have been informed of this. The customer has stated that he was charged 25 dollars in fuel, and he was not. He was charged our basic charge of 20 dollars. He also felt that our 55 dollar service charge should be waived due to us waiving it for other customers in the past that he had read about online, but he is not aware as to why their service was waived. Every customer’s situation and repair are different.  The customer stated that our technician was very professional and awesome, and he agreed with everything the tech said that he needed to have done. He also stated that his door was 300% quieter and better than it ever was. He also said that he believes that he needed all of the work done, but he doesn’t agree with our prices. He said that he wishes he had gotten a second opinion, but only after agreeing to let us perform the work.We are very sorry that the customer will not recommend our company due to our prices; however, initially he did agree to the prices and did state that his door was better than ever and the technician did his job very well. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted]Sincerely,Daniel J. Edwards, President

Review: On 7/5/2016 we had Home Town Garage Doors come and repair a torsion spring that was broken. The gentlemen that showed up was very professional and did a good job. An estimate was not ask for because of their high recommendation. After the repair we received a bill for $405.00. The charge was $128 per spring, $40 for 2 center bearings, $55 for the service call, $6 for fuel and $45 for labor. I had previously researched these springs and can get both springs for around $128 or less (internet and competitor prices). He was paid for his service but on 7/6 I called to discuss the cost of the springs. I was told who I needed to talk to was on vacation and was not sure when she would be back. I left a message for her to call me. On 7/11 I called back again and expressed my desire to discuss the cost of the springs and again left a message. I was called back on the afternoon of 7/11 by the owners sister and it was explained to me how they use so much better quality springs that they charge more for that reason. I explained that the cost of the spring being double what it should be does not outweigh the increased quality. I was told that I had gotten discounts on the products such as the center bearings and fuel and that my bill should have been over $500 (not listed on the bill). She explained the warranty for 3 years was more than normal. The 3 year warranty really does not do me any good unless I open my garage door more than 18 times a day (if a 20,000 cycle spring). When I explained this to her she told me that she opens her garage door "hundreds of times a day". She was never able to explain to me why these springs they have were so much better than any others you can get. I feel the work was performed well but don't feel I was given a fair price for springs.Desired Settlement: My desired outcome would be a competitive price for the springs at $128 for both (refund of $128) . Unless they can prove to me or show objective data that the springs they charged me for are in fact that much better than springs I could have ordered myself or springs that their competitors use.

Business

Response:

The customer’s wife called our office to book an appointment on Tuesday July 5th at 8:27 am. When booking the appointment, the customer did not request for the technician to give her a quote. She stated that she had a broken spring that needed repair and did not ask for any prices. The customer states in his complaint that the bill was 405.00 which is incorrect, the bill was 402.00 which his wife did initial that she fully understood the pricing and also signed the work order agreement and wrote a check for that amount.The customer stated that our technician was very professional and did a good job, but he doesn’t agree with our spring prices. The customer did call our office the next day to speak with me but unfortunately I was on vacation at that time and did not return until the following week. I did call him when I returned to work and went over his bill with him. I did explain to him our charges and told him that the technician had gave him a couple discounts. He was not concerned with anything but the springs. I did explain to him that springs our based on cycle life (meaning how much the door is used) and that he did receive a 3-year warranty, which again he was not concerned with. He stated that he could have gotten cheaper prices elsewhere. I did inform him that his wife could have received an estimate from our technician, which he then stated – “his wife couldn’t just tell the technician NO not to do the work”. (which yes she was more than welcome to have just asked for an estimate).We are very sorry that the customer is unhappy with our prices, even thou his wife was happy that her door was fixed and again they did state we did a good job, and we did fix their door as his wife had requested us to do. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at ###-###-####.Sincerely,[redacted] Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thank you for your response. At no point in time did you address my question. I ask for you to show objective proof your springs we're that much better than what I could get offline or at another place. The issue I have is that when I called to discuss the price of the springs you told me that they were that price because they were much better than I could get offline or anywhere else. And if that is true I am fine with that but you did not provide any objective data to back that up. Also, the part where you said my wife "couldn't say no". You may have misunderstood what I said. I said she couldn't say no when the technician had already finished the work and handed her the bill. As in she got the bill and said no, undo all the work. If you would please answer the question I presented you, I would appreciate it. Regards,

Review: Broken garage door springs. Called. Gentleman showed up for an appointment. Friendly guy.

Before he even looked at my door he tried to up-sell me on the rubber seals around my door. Wouldn't even listen to me...wanted to talk about seals. Uh, no, buddy, can we just focus on what's broken? But up-selling is a part of business, so I understand.

Fixes the springs. Two springs, 20 minutes of labor, $506. Lubricates my rollers with an aerosol can, and instead of stepping on the ladder and doing it up close, points and shoots lubricant everywhere. Splatter on ceiling and walls.

Another 10 minutes of him trying to sell me new rollers. No thanks, that's not why I called. He huffed when I said no and doubled down on his roller up-selling.

And another 20 minutes of him telling me about his house. It's 114 years old. The electricity all runs under the floor. They added onto the house after the first part was built. The basement was hand dug. The joints are all put together with post and beam construction without hardware using dowel joiners. The joists are 5 inches wide and hewn by hand. Again, nice guy, but it was out of hand by this point.

Garage worked fine Wednesday evening when he left. Thursday it would not work all day. Called. Got an appointment between 9-11AM on Friday, 4/25/14.

Friday at 8:45AM I go to my front porch to wait. I sit for two hours. At 10:44 I give up and head to work. I pulled around the corner from my house and there he sits with his van pulled off the road. I've been in management long enough to know when I see employees hiding out. As soon as he saw me POW! he took off towards my house.

I called the main office. She was nice but firm. Said we were still within the appointment window, and if he showed up at 10:59AM it would be OK. If I wanted my door looked at they would have to charge me a service call fee.

I paid $506 for a door that doesn't work, waited nearly two hours, and I'm the bad guy.

She also said that he drove AN HOUR to my house. Their website said they were local to Johnson City. "Call your nearest location." Nope. Turns out part of the problem is that he is an hour away and rescheduling would be another 2 hour window where I would have to wait once again. Again, she was firm and said it was absolutely my fault. The phone conversation was awkward. I felt like the bad guy. She was a bit aggressive.

At 10:51AM the service man calls and was upset. Said he was standing on my front porch. Would have been so much easier if he hadn't been sitting around the corner hiding out.

$506 for two springs and labor. I did my homework, and boy that is a HIGH price.

Unprofessional. Expensive. Too much money for my door not to work. Shouldn't advertise as a local, Johnson City company if their shop is 64 miles away.Desired Settlement: At this point I will eat the $506 for two springs. I don't want any more awkward phone calls. I don't want to hear any more about his house. I don't want to sit on my front porch waiting on someone to drive from Damascus to Johnson city.

Business

Response:

Mr. [redacted]s initiated a call to HTGD on 4/21/14 at 9:54am complaining that his door would not open all the way and then it suddenly came crashing down. He was scheduled an apt for 4/23/14 between 4-6pm. Technician came between that time frame and worked on Mr. [redacted]s door. Mr. [redacted] (our technician) is one of our best technicians and was just doing his job and yes he is a people person so he is a talker. Mr. [redacted] was happy with his work and his door was working fine when Mr. [redacted] left. The trip fee was waived by Mr. [redacted] even though Mr. [redacted] did not have a coupon. When Mr. [redacted] called on 4/24 at 9:09am and stated that his door was not working and he needed the technician to come back out, he was given an appointment time of 9-11 am on 4/25/14. That means that our technician can arrive anytime between that 2 hour time frame, just like he did with the initial apt. on 4/23. Mr. [redacted] chose to leave the house before his 2 hour appointment window was up and our technician arrived at 10:51am. Mr. [redacted] states that he left at 10:44 am and saw our technician sitting along the road around the corner from his house. Our company policy that the technicians are NOT allowed to text and drive. They are required to pull over for any phone call or text from the office at the time they are received and respond. The technician states he was in no way "hiding" from the customer, he was simply responding to a text or phone call from the office and he arrived within the apt window. When Mr. [redacted] called the office at 10:43am to let us know he was leaving, he was told that if he left before the 2 hour apt window was up that he would be charged the $55.00 trip fee if he rescheduled, which was waived on the initial call. Mr. [redacted] chose to leave and not let the technician work on the door. Our tri-cities territory is very large and our technicians are all over the place. Yes, sometimes they have a 2 hour drive to a call depending on where it is located from other calls he has scheduled. His call prior to Mr. [redacted] was over an hour away from Mr. [redacted]s residence.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

I consider this complaint resolved.

Regards,

Review: rI called the main office Invoice number [redacted] On the website, It said free estimate. After the repair, I noticed multiple things wrong with the invoice. One was [redacted] dollar charge on there for trip fee, and a 25 dollar fuel charge. I was not explained this over the phone when I gave the technician ok. to proceed. He told me a price of the repair, how much each part was and said a total of 916.00. When I called the lady at the Roanoke store, she said the only time the 55.00 is waived is that when a major repair is performed. I asked that a 916.00 repair was not considered major? She said nope. Then I asked about the 20.00 fuel charge. I asked how this can be 20.00 when their company I less than 5 miles from here, that I understood that fuel charges were implemented when the gas prices were high. SHe had no comment.

I then questioned the validity and hyper inflation fo their parts. I informed the lady that I did research on the products installed and the total I came up with was 205.00, that I expected and increase through their company for parts, but 405.00 of product market up was fleecing their customers.

SHE stated that they use the top of the line products and a person could not compare prices on the internet to what they install. I asked that multiple distributors had the same products and I felt they are hyper inflated. She offered not assistance.

I informed her of the technician being professional, courteous knowledgeable and informative. That I had no complaints with his work. However, I apparently did not understand the 55.00 charge and 20 dollar charge. Thought that it would be waived upon repair. I also asked for relief of the inflated prices. SHe offered none.

I informed her that it is my own fault to not seek a second estimate, however, I feel tat they are mis-representing their company and felt that a parts list would be valuable to customers to ensure they know what they are getting into when customers use their website.

I know that the price of the products installed will not be negotiated, unfortunately, however, at least the 75.00 should be refunded.

I can assure you, the company and anyone else, I would not ever recommend this company to anyone.Desired Settlement: Thorough research should be conducted on this company's practices and pricing.

Minimal refund of the 75.00 for estimate fuel charge. I feel there should be a decrease in parts pricing. But more than likely, with this company, I doubt sympathy is issued. A sucker is born every minute, and apparently, I was one at this time.

Have a good day.

Business

Response:

The customer called our office to book an appointment on Tuesday January 6th at 8:45 am. When booking the appointment, the customer did not ask for any prices and did not request for the technician to give him a quote. He stated that he had a broken spring and cable that needed repair. The customer states that our website says that we offer a free estimate for a repair, and we do not. We do charge our service charge to do so; however, we do waive it with a new door, section, or new opener install. Within our advertising, it does state to call for details on the matter of the free service call. If the customer had asked about the free service call when booking his appointment, he would have been informed of the details. The customer assumed that service charge and fuel would be waived with the repair. The customer agreed to have the work done after the technician explained all of the prices and what was needed, and he did sign and initial our work order agreement to have the work performed. We will also attach a copy of this invoice. He did not call until after 24 hours later to complain. He stated that our gas prices should be adjusted because gas prices are “at an all-time low.” We do charge 20 dollars in fuel no matter where we go, and once again if the customer had asked for prices while booking his appointment, he would have been informed of this. The customer has stated that he was charged 25 dollars in fuel, and he was not. He was charged our basic charge of 20 dollars. He also felt that our 55 dollar service charge should be waived due to us waiving it for other customers in the past that he had read about online, but he is not aware as to why their service was waived. Every customer’s situation and repair are different. The customer stated that our technician was very professional and awesome, and he agreed with everything the tech said that he needed to have done. He also stated that his door was 300% quieter and better than it ever was. He also said that he believes that he needed all of the work done, but he doesn’t agree with our prices. He said that he wishes he had gotten a second opinion, but only after agreeing to let us perform the work.We are very sorry that the customer will not recommend our company due to our prices; however, initially he did agree to the prices and did state that his door was better than ever and the technician did his job very well. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted]Sincerely,Daniel J. Edwards, President

Review: I called and got an over-the-phone estimate before I had a tech come to my home to fix my garage door spring that had broken. The tech was already within the area, and was here within minutes. An invoice was not written out until the work was completed. The tech claimed he was giving me a discount on the work performed but there was no discount. Not only was I not given a discount, I was charged on the higher-end for parts that would have been for a much larger (mine is small) garage door, I was also socked with a bunch of hidden fees that were not revealed to me until afterwards. I have tried resolving this matter but [redacted], who is the owner's sister, but she is very agressive and I cannot deal with that type of mentality. I have tried to get this resolved but have had no co-operation. Every time I call their office, they tell me the invoice for my services has not been delivered back to the office from their tech yet, so they have to wait for that first, so they can see what all I was charged for. Today I called again, and [redacted] is on vacation, they say. I am seeking a refund for those things that I was excessively charged for, and all of those hidden charges that they tacked on. I called their ad that is in the yellow pages. In addition to all of this, I had called their office to have the tech come out and adjust the garage door as it was lifting more on one side, versus the other side. I called at 11:30 and was given a 2:00 appt. Needless to say, it was almost 6:00 P.M. before the tech got here. My time is just as valuable as their's. I simply would never deal with this company again.Desired Settlement: I am seeking a total refund of 192.00 as I was grossly over-charged for parts, and hidden fees that were not revealed to me until after the tech completed the work, and wrote out an invoice for me to sign. These include, $29.00 for extra labor, Fuel charge of $20.00, Trip fee $55.00, and $88.00 on parts. The parts were springs for a small garage door, and they charged me for large springs that would have fit a very large door. Should be $44.00 each, not $88.00 each.Sincerely, [redacted]

Business

Response:

The customer did ask for an estimate to replace her broken spring when she called into our office to book her appointment on May 30, 2015 at 12:08 pm. She was told that there would be a $55 service charge, which would be waived with things such as a new door, section, or opener, $45 labor per door, and that springs range between $44-$88 per spring for the extension system and $78-$148 per spring for a torsion system. The springs are based on the weight of the door not on the size of the door. It is possible to have a 9x7 door that weighs more than a 16x7 door. When the customer initially scheduled, the technician was able to be there within minutes due to the technician having an opening, and he was already done with his previous call. When the customer called back on June 4, 2015 at 10:24 am, she was booked for a 12-2pm appointment not a 2-4pm appointment to have adjustments done. The customer then called at 2:52 pm, and she was placed on hold due to us having other customers we were currently speaking with. She called back at 2:54 pm, and she was then told that the technician was running behind because one of the customers needed more work done than we had allotted time for. The customer then decided she would reschedule for later that evening and was placed on our books between 5-7 pm for the same day. During the phone call on June 4th, she was offered a refund of $94. This included the fuel and all of the labor. After reviewing the customer’s paperwork, we found that she was not informed of the fuel charge due to there being a new girl who was then in training. The technician had also already discounted her labor by $16. The customer’s labor should have been $90 due to the technician doing work on two doors. There are only 2 to 4 pulleys per door depending on the type of spring system. The technician installed 8 new pulleys. The customer stated during the conversation on June 4th that she did not want to discuss a refund and that she just wanted her door adjusted. It is common for a door to need adjustments after a new spring has been installed. The customer also stated that we told her we had not received her invoice when she called back. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted].Sincerely,[redacted], Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I had a really difficult time dealing with [redacted] who is the Office Manager and sister of the owner of Hometown Garage Doors. The paragraph in her statement where she stated that I said I didn't want a refund is false. I called their office at least five times, demanding a refund. The two times that I talked to [redacted], I was told the paperwork was still not back from the technician yet. After I called a third time days later, [redacted] was so combative that I told her I could not deal with her on this issue, and asked for the owner's name so that I could call him direct. She refused to give me the phone number. Days after that I called and they placed me on hold for a long time, so I hung up and called back and left a message with a woman named [redacted]. Finally, my last attempt to resolve the issue was quite a while later on July 7, 2015. I called the office again and talked to a woman named [redacted]. I was informed that the office manager [redacted] was on vacation. At that point I decided to contact your office at the Revdex.com. If Hometown Garage Doors would like to settle this matter for the $94.00 that they say they offered me, then I agree to that amount to help resolve this issue. My statement: The initial work was done on Saturday, May 30, 2015. 1- I was never offered a refund of $94.00. I was not offered anything. I made many attempts to try and get a refund. 2- When I talked to [redacted], I was told each time that the paperwork was still not back from the technician yet. 3- The adjustments made to the door on June 4, 2015 were done on the door that the pulley's were installed on, not the door the springs were installed on as [redacted] stated. 4- The service call on June 4, 2015 was delayed by hours because the technician got held up on another job. Hometown Garage Doors kept calling me through-out the day, with a new time-frame. Finally, I said let's just make it 7:30 PM so that I could run my errands instead of just sitting here waiting. Their office called right back and said the technician could probably be here by 4:30 if that was ok. I agreed, and was back home when the technician arrived at 4:15 P.M. [redacted] stated these facts differently. 5- The technician did arrive within minutes on the initial call on May 30, 2015 as he was in the immediate area. That is why I questioned all of the added fees. The guy just had to make a U--turn to head back to my house. 6- On May, 30, 2015 I got their ad information from the yellow pages, In fine print it indicates, their are no fees for week-ends etc. It is misleading information and should be more clearly defined as to what they do, and don't charge for. 7- I don't remember then name (I didn't write it down) of the woman who initially gave me the estimate over the on May 30, 2015, so I can't say whether, or not it was the new girl in the office or [redacted]. 8- I will accept the $94.00 to settle this matter. Please advise me as to what I need to do from here.

Regards,

Business

Response:

The customer stated in her response that the proposed action would not resolve this matter, but she later states that she would settle with the refund of $94.00. We had offered this amount to her in June. When she called to let us know that the technician was running behind for her appointment, she stated then that she was not concerned with a refund, and that she just wanted the technician to come back out to fix her door. At this point, we thought the matter was resolved because her door was operating correctly as she had requested. If the customer would have stated that she agreed upon the refund, the matter would have already been taken care. As we stated before, it can take a week or longer to receive the technician’s tickets. Therefore, when the customer initially contacted our office, we truly did not have the ticket as we were waiting for it to be turned in by our technician. The customer also says that our ad stated that there are no fees for weekends and so forth in the fine print. Our ad does not state this; however, it does state that there will be no extra charge. We charge the same fees whether it is a weekday, weekend, holiday, etc. no matter where we go. As far as giving out the owner’s personal phone number, we are not allowed to give this information out. It is against our policy to give out anyone’s personal information within our company. Since the customer has agreed to settle the matter with the refund of $94.00 that we had initially offered, we will go ahead and get this processed. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted].Sincerely,[redacted], Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I was given an estimate to repair my garage door mid November 2015 and gave my credit card information for a deposit ($315.00)to be charge, my card was charged on 11/17/15. Approximately 1/27/16 someone came to repair my garage door. The gentleman could not repair the garage door, stayed in my garage, called the office and had the office personnel([redacted]) call me(in the house) to let me know the repair could not be done. I was told my full deposit would be refunded. I have called on three occasions to ask [redacted] why I have not received the refund but on all occasions she has not been available, and has not returned my phone call. The second call(approx 3/17/16) the person answering the phone looked up my information and told me that a check was mailed to me at the end of February, which I advised I have not received, she was going to have the accountant stop payment on the check and have a credit issued to my credit card as of today 4/1/16, I have not received refund to my credit card or a telephone call from anyone at HomeTown Garage.Desired Settlement: Deposit refunded to my credit card.

Business

Response:

I had spoken to Ms. [redacted] actually this morning concerning her refund. She states that, she still has not received either check that was issued to her in the amount of 315.00. I told her that I personally, would go ahead and issue a refund on the credit card that was used for her deposit that we were unable to do for her. I also took a picture of the cc receipt for her and sent it to her by text. I also apologized to her for not being available at the time that she had called. I feel that the situation has been taken care of at this point.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I first called this company on 7/17/13 to schedule an estimate,( on the website it states a free estimate). I instructed them to call a number before they got there because she was a nighttime worker and needed a few minutes to get woke up. The Lady took my information down and told me it would be scheduled on 7/18/13 between 10:00-12:00and the cost would be $55.00. On 7/18/13 a technician showed up and called my cell phone at 11:29 am stating they were there to give me an estimate on my garage doors. (Not giving me any time to wake the person to let him in). I get a phone call from my mother stating that he was working on my garage door adjusting the spring(which I told him it needed because the door was not sitting completely flat on the concrete) but I was trying to get an estimate on 4 panels being replaced, adjustment to the spring all at the same time. Then he proceeds to adjust the limits on the garage door. (This door was operating everyday, just not 100 percent). I get a call from him stating that the board in my garage door opener is bad: 189.00 for the board and 45.00 labor, 3 panels and labor at 1,145.00 . ( I requested 4 panels to be replaced). I was charged for a commercial slide lock at 38.00 dollars and nylon rope at 8.00 dollars, 90.00 dollars labor and 20.00 dollars fuel charge. Now my door does not operate at all. Latch tied open and a hand lock to keep it shut. Total bill $156.00 dollars. ( called for an estimate not repair) Willing to pay the 55.00 for the estimate but it was supposed to be free, I did initiate this contact through the website, but did not get a reply so I called and got this started over the phone. So my mother paid this and the guy left. I tried to call the technician to see what he had done to my door, no answer. I called customer service and was told the only communication was thru her. I stated my dissatisfaction for this visit, no avail. That is why I am writing this complaint. He finally did call me back and explained what he had done. So I finally got home around 9:00 pm that evening and went to my garage to inspect. First I unlocked the lock, and cut the rope off my door. I proceeded to get my ladder that he had been using instead of his own, and started adjusting my garage door limits, first by shutting the power off and reading the instructions on the garage door opener. I worked approx. an hour on this. And believe this, my garage door is working 100 percent now. Just not happy with the way this worked outDesired Settlement: I would like my money back. I don't need the lock or the rope. And I do not need a board for my opener. I was needing an estimate, I guess that is what I got. I will probably buy the panels and put them in myself, unless?

Business

Response:

In response to the complaint filed to the Revdex.com, we have reviewed the statements and the invoice given. I do have the written quote from the technician, along with the invoice for the work preformed. Our website states free estimates, call for details. As stated in the complaint filed, Mr. [redacted] was told of the $55.00 when given an appointment. The lady that answered the call said she explained that the $55 is only waived if we did the repairs, that we do not give “free” estimates. Mr. [redacted] was given an appointment between 10:00am and 12:00pm on 07/18/2013. The technician called at 11:29am, per customers complaint, which is between the appointment time given. Unless the customer specifies an amount of time needed, the technician calls when he is close. We apologize about the confusion. Unfortunately, the technician does not recall the details of this particular call so I will give him the benefit of the doubt and adjust the total cost of the invoice to $63.00 covering the $55 service fee and the $8.00 pull cord. I will be happy to refund the remaining balance of $93.00 to Mr. [redacted]. The technician attempted to adjust the spring, as requested, because of the door not sitting flat on the concrete. If adjusting the spring did not make the door sit flat, he would then move to adjust the limits on the door to see if that would help. The nylon pull cord is a safety issue and our technicians, as trained professionals, are required to replace missing safety parts. As far as the quote given by our technician, he must have misunderstood the number of panels requested. Again, I am sorry for any confusion. You are receiving service from a trained technician and we stand behind the product and/or service we offer. If there are any other questions or additional explanation needed, please do not hesitate to contact myself or [redacted] at ###-###-####. Sincerely, Daniel J. Edwards, President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

The workers who showed up were rude. They started to work before making an estimate. When I asked for an estimate they showed me some numbers scribbled on a piece of paper. They bullied us to make a decision and when we hesitated they demanded a $55 fee for coming to our house. When I challenged them they said call the Revdex.com ( which I am now contacting).

In a nutshell, this company solicits business through coupons in Valupacs that arrive in the mail. I used a coupon for two garage door tune-ups which the coupon indicated would cost a total of $79.98. The technician gave me an invoice for $199.98. When I questioned the tech, he said this is what he is required to charge (the invoice had fuel charges, trip fee charges, etc etc), regardless of what the coupon represented. I paid the full amount, but after thinking about it, I decided I had been scammed and put a stop payment on the check. As it turned out, the company indicated the employee had been incorrect and had overcharged me. When I offered to pay them the $79.98 minus the $35 it cost me to place the stop payment, they would have none of it, placing the blame on me for not calling their office to question what their own employee had just told me was the company policy. The took no blame for an ill-informed or poorly trained employee indicating the burden was on me, as the customer. I would never do business again with a company who can't see the forest for the trees in a situation such as this. I will cost them a whole lot more than $35 in business for them not doing the right thing.

Review: I made an appointment with Hometown Garage Doors because their website say they repair all brands. The technician arrived right on time but then proceeded to try and sell me all new stuff. When I told him I just wanted to repair the broken door he then said they didnt work on that particular door. I had to pay them 75.00 for a nickels worth of advice and feel they totally ripped me off. If there website said we work on some brands then I would have asked about my brand before having the thief come out to rip me off.Desired Settlement: They need to change the false advertisement on the website and refund my 75.00

Business

Response:

We do work on all brands and this customer had a [redacted] opener with a [redacted] system and a damaged top section. We do work on [redacted], although, we do not work on the [redacted] or eye drive systems because only [redacted] dealers have exclusive rights to the parts for those. We are not a [redacted] Dealer. The technician did offer to replace/convert the spring system and reinforce to top section. The customer refused the work and signed our invoice. The customer was told of the $55.00 charge to come out and we do allow our technicians to charge for fuel. I will refund the fuel charge to the customer.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Their website lies. It says they service all brands. They should ask what kind of door system the customer has rather than lie about it. I want a full refund.

Regards,

Business

Response:

I am sorry for any confusion in this matter, I am giving Mr. [redacted] a full refund. The check will be printed and mail on 5/16/14.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Gross overcharge: the technician reprogrammed 3 remotes (whether they needed it or not, after he aligned the 3 sensors). Took 20 minutes at most. $135 labor, $55 "trip charge," $20 "fuel charge." $210 for 20 minutes = $600/hour--lawyer rates. Minimum of $45 per door, he said, so reprogramming 3 remotes resulted in $135 for 20 minutes of labor. Aren't a trip charge and fuel charge redundant?

We thought we had called a local business that had worked for us before. Somehow we got the number of Home Town. Don't know how.

The invoice does not include an address, and when I tried the phone, I got a "please wait" and then a dead phone. Scam business?

Review: On april 24th 2015 I placed a call to this business trying to purchase a trolley assembly for a linear garage opener.....an older had answered my call so she told me that a tech would have to come and put this on my door and she then asked was I positive this was what I needed she then placed me on hold for a brief minute then she said my first opening would be on monday ......I said sure.....she then put me on hold again......she then came back and said monday wat time I then asked her about the total for the trolley assembly for the linear opener she didnt know the price of that the techs wood know so I made sure before I made this appt that she had the part hometown garage it was available and she yes so the appt was made on april 27 2015 between 11am 12pm so she said it will be $55 for the tech and what ever the part was.......so appointment was made and worries about was fixed about getting door fixed......monday arrives I called the business around 1130ish am to make sure I was still on for my appointmnt and it was the older lady again I spoke with yes he should be there is he not in your driveway isaid no mam he is not so she said hes coming look for him so a few minutes he was here.....he gets out of van [redacted] was the tech and comes up the driveway very nice tech and I have the garage door opener for viewing and he said yes its your trolley then he proceeded to tell me the cost of the.trip fee plus part and where it was not in stock within the business it would be within 1 to 2 weeks depending on when part was shipped and was very adimate about the trip fee so I then replied that the older lady never told me about a trip fee and she said they had the part etc....and their advertisement states .....Relax.We can fix it today....thats what perked me as well as the older lady having the part and it would all be fixed on monday....so while [redacted] was here and I was upset that I had to pay him $55 fora trip fee bc by then I was upset for one he call with no part and having to wait but I calledDesired Settlement: Cont...called back placed on hold for 12min....so she called [redacted]s cell....and then got back to me.... Imwanting my $55.00 back bc of being misled and they advertise Relax.We can fix it today.....and the tech did absolutely nothing but write a bill and looked at trolley visually no tools involved....so im very unhappy with this ordeal......

Business

Response:

The customer stated that he called into the office on April 24th; however after reviewing the situation, we found that the customer called our office on April 25th at 2:27pm. When he called, he stated that he needed to buy a part; at that point he was informed that we do not sell parts to the public and that the parts we carry have to be installed by our company. The customer was told that we could have a technician out on Monday, and he did agree to this date between 12-2 pm. We had door installs going in over the weekend, which made Monday the next available day for our standard appointments. However, if the customer had stated that he had an emergency situation he would have been put on the schedule for an earlier appointment time, but the customer did not inform the office of it being an emergency. After the technician arrived, he was shown the part that the customer believed was broken. After further evaluation, the technician could visibly see the part that was broken without the need to use tools. We do carry trolleys in stock, but it did happen that the trolley the customer needed was a special order. We did offer to order the part for the customer, but he refused to do so. The customer stated that he was never told about the $55 trip fee, but when the appointment was scheduled, the office did inform him of the trip fee. The customer stated that he was not told about it, but earlier on he did recognize that the lady in the office did tell him that we would charge the trip fee, and he scheduled his appointment anyway. We did our best to help the customer and offered to order the part that he needed that same day. We do not feel in any way that the customer was misled, and we are very sorry that the customer is unhappy. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted]Sincerely,[redacted], Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was told that they had the part but I couldnt buy it from home town garage I told the lady who answered my call about the model of garage opener and the part I needed she said a tech would need tolook at it and for the service They would charge $55 plus the charge of the part and they was booked with no opening til monday .....what perked my interest with them is that they had the part and could be fixed in 3 days by no means would I agree to pay $55 and be put on hold for a week or 2 weeks for repairs ....they advertise relax we can fix it today....I want a FULL REFUND.......THE LADY STATED OVER THE PHONE PART WAS IN STOCK....BUT A TECH WOULD HANDLE THE REST OF MY SERVICES SO ON MONDAY NO PART IN HAND BUT WAS HANDED A $55 TRIP FEE & I REFUSED ANY SERVICES FROM THEM I WAS TOTALLY MISLED.......I WANT A FULL REFUND....FALSE ADVERTISEMENT.....DOOR WAS NOT FIXED AS EXPECTEDhometown garage was told about the part: assembly trolley for a linear garage door opener stated was in stock but I personally couldnt buy it I had called 3 other companies they all stated no part on hand would have to order it all 3 of those companies charged when it got fixed and for the part.....I thought hometown garage was going to be on time & have part in hand and I was misled by their advertisement perks....Relax.we can fix it today......$55 for a full refund if I cant get a full refund what other ways can I get this resolved or do a review for this particular company

Regards,

Business

Response:

The Linear trolley that the customer needed was actually a part that we could have had for him the next day, and if he had paid a deposit like he was offered, it could have been fixed the same day we received the part. However, the customer decided that he could not wait until the next day and decided to call into the office. The customer was told when he called into the office while the technician was at his home, that he could either pay the trip fee or we could get the part for him, and he decided to pay the trip fee instead of having the part installed the next day. The customer knew about the trip fee at the time that he booked his appointment. He was well aware that we only charge the trip fee once, and he would not be charged again to come back out and install it. He was then told that we would take a deposit of half of the total job and when we came back to install the part, he would only owe the second half. A Linear trolley used to be a special order part, but has just recently become something that we keep on hand. We did have Linear trolleys in stock; however they had all been used and at that moment we were out. The lady that he booked with hadn’t been notified that we had just ran out earlier that day. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted]Sincerely,[redacted], Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: Advertised in Yellow Pages. Free service call. When they came out there was a &75.00 service call charge. When I talked to them on the phone they did not say anything about a service call charge. Technician said he hears this all the time. When I called their office, girl who answered phone was like "O, Ok." when I complained about the false and misleading yellow pages advertising. Charged $224.00 to fix broken cable even though they used all the parts we already had.Desired Settlement: Refund my 75.00. work didn't take that long.

Business

Response:

The customer called our office on February 9th to book an appointment that was made for later that afternoon. When the customer called, he did not ask for any specific prices and he did not ask how much our service charge was, nor did he mention that the ad that he had found us in stated free service call. If he had asked about the service charge he would have been told the amount and that it is only waived with a major repair such as a new door, new section, or a new opener. In our advertising it does state to call for details on the free service call ad. The customer told the technician to go ahead and do the work, even after the technician had given him prices once he had arrived and assessed his problem. The technician also explained the ad to the customer, after the customer mentioned it to him.The customer did not have a broken cable; however, he did have a frayed cable. The technician did give the customer a free used cable to replace the customer's frayed cable that was fixing to snap. The only reason we decided to allow the technician to install a used cable is because we knew the cable was fixing to snap which was causing a safety hazard, and the customer refused to buy a new one. The customer stated that we used parts that he had on hand, but that is not the case. We did not use any other parts than this, and he was not charged for the cable. The prices that he was charged were the reset fee and the service charge. The technician did have to reset the customer's door which should have been a charge of $180. The customer told the technician that he was on a fixed income, and the technician did give the customer a discounted rate, charging him only $144 for the reset. This amounted to a discount of $36.The customer did call in to the office after he had already agreed to the prices with the technician to complain about the service charge. He stated once again about our ad and how it says free service call. We explained to him that the ad does say to call for details on it, and that if he had asked about the service charge when booking his appointment like the ad states, he would have been given the details.If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted]Sincerely[redacted] President

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The technician at no time told be that I needed an new cable or that the cable on my door was frayed. He told me the rollers on the door needed to be replaced and that the rollers were what caused the cable to come loose. I did not watch him do the repairs but to the best of my knowledge he used e the original cable on my door. His assessment, according to the repair ticket #[redacted] thiis that cables had jumped door due to rollers locking door up. His recommendations are: Needs tension reset and new rollers or cables will jump again. The cost to replace the rollers and put cables back was going to be approximately 440.00 and I could not afford to do that so I asked him what would it cost to get it operational and he gave me the 224.00 cost. I never told him that I was on a fixed income. I told him that the 224.00 was almost half a weeks pay for me. The bill says Tension System reset and service call. Nothing about a reduced rate or replacing a frayed cable.I knew they would do nothing about this complaint.

Regards,

Business

Response:

The customer is now stating that at no time did the technician tell him that he needed a new cable. The customer told the office when he called to book his initial appointment that he had a cable issue and needed someone to come out to his home. The reason the cable was coming off was due to the fact that the rollers were bad and were locking up. The technician told the customer that the cable would continue to come off of the drum if he did not reset the torsion system and replace the rollers. The customer did not have a broken cable; however, after further evaluation he did have a frayed cable. As stated by the customer, he just wanted his door operational, and his door is now in operable condition. He was satisfied when the technician left and he did sign and initial the invoice. It seems as if the customer might have misunderstood the technician’s evaluation and recommendations.If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted].Sincerely,[redacted] Office Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is about what I expected for Hometown Garage Doors. Just let them be advised that I would not ever recommend their firm to anyone. They took me once but will never get that opportunity again.Regards,[redacted]