Lancaster Door Service

We are, and have been sorry about this whole situation. We have never seen anything like this happen to a door after our technician’s everyday normal lubrication of doors after each service call. And the pictures [redacted] sent us did not look like we could have caused this due to...

the side areas of the door in which the oil was applied. Also, our technicians apply drops of oil from a traditional oil can, not spray oil that [redacted] stated that we used, within our communications.     [redacted] waited 29 days until calling us about this issue, and then [redacted] insisted that we send someone other than [redacted] out to assess the doors. And even after the 29 days, [redacted] admitted that he made no attempt to try and clean his door. We attempted to send out our other knowledgeable technician twice, but at the last minute we couldn’t send him, so we sent [redacted] out in order to not have to cancel a second time. [redacted] denied access for [redacted] to look at the doors. [redacted] is a very experienced technician, and was the only proper person available to look at the doors at the time. Even though [redacted] had worked for Lancaster Door Service for only a few months, he has 15 years of garage door experience with another local garage door company, so he has very much experience in the garage door field. The only other available people at Lancaster Door Service would be office ladies, our salesman, or our window and entry door installers who would have no knowledge to the cause. And [redacted] is a VERY honest person, and if he would have been allowed to assess the situation, he definitely would have admitted if it was caused by him, and Lancaster Door Service would have worked hard to resolve the problem to please [redacted], which is our normal process of dealing with customer issues.     Due to the many days that had gone by before we were notified by [redacted], oil spots would have been more difficult to remove at that point (if it was an oil situation). [redacted] noticed the spots a week after we did the repairs, and if we had been contacted sooner, we may have been able to clean up the doors. But in the end, it seemed that it was all about us sending someone other than [redacted], even if it were someone from Lancaster Door Service that had no knowledge of how this could have happened to his doors. And unfortunately, we were not able to do that at that time.     We are again sorry that [redacted] is convinced that this is our fault, but because he wouldn’t allow [redacted] to look at the doors, and because he waited so long to contact us, there could be no resolution or admittance that we are responsible for this. I only offered a total refund to possibly satisfy [redacted], and in the end I realize that is not enough. He did not want the refund, and told me- “Lancaster Door Service and I are done”.     It is now over 5 months since this situation and I wish that we could’ve had this resolved soon after this problem occurred. We are a company who always tries to please our customers, but I can’t lie and present the letter that [redacted] requested that he said would put an end to this. We would’ve definitely taken responsibility, and [redacted] would have been advised and written up by our company if it was something that he had done wrong in his lubrication of the doors.   Sincerely,Lisa W[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:My garage door was still under warranty when I called the lady she said it was Justin time and that I'm lucky it lasted that long my husband did not say that my son did it he said that my son may have done it I do not have a copy of the two year warranty there was obviously a problem with my door if my son tampered with it to try to make it better because before I called I have been dealing with it for two weeks and had to resort to parking in my driveway instead of my garage because the group the door would not go back down when I was talking to the lady over the phone we did go through the procedure where I needed to align those things with the green and orange light and I got a Q-tip and I cleaned everything so I was trying to do what they wanted me to do over the phone if there was nothing wrong with the track no one would've thought anything about anything being wrong including me so there was something wrong with the track no matter who may have touched The track I did answer the lady when she called me numerous times asking me about her workers drill I said I would look for it then she called back again and my husband answered and he said that he'd and find an extra drill and he asked what kind of drill it was so he could look better but we never found it after that a man called and threatened my husband to have the cops called on him because he was stating that we stole the drill and he was also going to put us under collection that day if we didn't pay by 5 PM that day so I am considering that as harassment for the workers drill being called every day for that so I don't think the problem was solved professionally I already told them on the phone that I did not have a copy of the warranty and they did not provide me with one I would like to see a warranty their warranty that says if anything is tampered with that the warranty would be void.  I have not sent a payment due to the fact that I keep getting harassment calls from their office and no she did not have to use a different line I don't memorize everyone's phone number and no I do not know who's calling me so I thought I think I believe I am owed an apology. I would also like it if they would just forget the bill since the lady said that she surprised that it's been working for two years which what company would say that about their company that's wrong just there. I want the bill forgiven because I don't have a copy of the warranty and the harassment me and my husband had to Indore for some little nonsense that took the worker only two minutes to do and I don't appreciate someone saying that they're going to call the cops on me because we stole his workers drill that's ridiculous I will never recommend this company ever ever again. No I don't have trouble going to the media about the situation which was one of the questions in my first complaint sincerely disappointed X customer
Regards,
[redacted]

[redacted] [redacted] [redacted]
 [redacted]
I am rejecting this response because:Lancaster Door Service’s response was predictable but a bit frustrating only because I have a theory of how the oil got there.   Only three people are in my home; my wife, my 90-year-old mother and me.  My bride of 37 years has not yet shown an interest in oiling garage door hinges and springs.  Who knows…but I’m thinking no such luck!  My mother, God bless her, has slowed down and is not capable of the task and unless I’ve started sleepwalking and doing chores around the house, it wasn’t me either.  That leaves only the obvious.  The Lancaster Door Service technician serviced the garage doors shortly before the oil stains appeared and started to grow with multiple open and close cycles.  Did he have oil?  Yep.  Did he lubricate the doors?  He told me he was going to do it and based on oil drops on the floor, oil drops hanging from the springs and glistening on the hinges, I believe he did so enthusiastically.  He noted on my invoice that the doors were lubricated and man were they ever!The bottom line is that their technician had a bad day and made a mistake; we all do from time to time.  My goal is not to have him “written up” or punished or to get anything that I haven’t paid for.  I advised that I only want acknowledgement but it looks like that’s not going to happen.  After offering to refund the fee, which I declined, the Service Manager/Owner asked through an email “Please tell me what it is you want other than sending someone out, and we’ll move on from there”.  That’s when I responded, “ I think Lancaster Door Service and I are done”.  I’m still puzzled why they refused to send someone other than the newly hired technician to look at the doors.  The Service Manager/Owner would certainly be qualified and was only a short drive away.  I never owned a business but I’m guessing they’ve had past experiences that were bad enough that fear occasionally causes the type of behavior exhibited.  When the Service Manager/Owner offered the refund, and it was only $228.52, I advised that I thought they were going to need it a lot more than me if my experience was a common way they treated customers.  I hope I was wrong on that note.  They’ve done good work for me in the past so that capability is not in question and they will likely do good work for other customers in the future.  Unfortunately not for me anymore.   I'm hopeful that they won't have to deal with many mistakes in the future but when they do come, and they will, I'd like them to know that owning the mistake and a heartfelt apology is worth a lot more than $228.52.  [redacted]

Lancaster Door Service installed a garage door opener for
customer on 04-02-14.
Lancaster Door Service offers a 2 year labor warranty if the
product should be defective or the installation is incorrect, causing problems.
The opener was fine for all but the two years when the
customer called...

03-11-16, and was having issues. Over the phone, her
explanation sounded like a safety beam issue. We can usually walk a customer
through simple issues like when safety beams become unaligned through causes by
the customer or dirt is on the safety beam lens.  After the issue could not be resolved over the
phone, our technician was sent to the residence to resolve whatever was going
on. We found that the installation was altered.  It was not the same as it was when it had been
installed by the same technician that was there to fix the opener. It was
obvious that the problem was a result of something that we had not been
responsible for. When we questioned the customer, he stated that the son had
tried to fix it. The son’s alteration was the major reason it was acting up at
that point, along with the safety beams being out of alignment. Safety beams,
being a minor issue caused by being knocked out of alignment or debris getting
on them, is easily resolved over the phone. But since there were alterations to
the track spacing, this created issues that were caused by the customer, and is
not covered under labor warranty.
We offered to split the labor fee with the customer as a
courtesy, which was agreed to be paid by April 04, 2016. The invoice was never
paid as promised, and we had not received any calls to try and resolve this
issue. At that point a new bill was sent, removing the courtesy discount
because it was not paid during the time frame that was promised by the customer.
When our technician had come back to our facility
immediately after this service call, he realized he had forgotten his drill at the
customers home. He had used the drill last at the customer’s house. After
calling the customer multiple times through the week, and leaving messages, we got no response. We called again on a non-business phone line and the customer answered. We spoke to customer and they
denied that the drill was left there.
We always stand behind our work, looking to please our
customers; however the warranty is void due to the changes made by the customer
prior to our technician coming out.

Review: New springs installed and general adjustment done on garage doors by Lancaster Door Service on February 4, 2013. On March 19, 2013, one door came off its track. Technician from Lancaster Door Service came out the same day and restored the door to working order, but work was charged as a new order. We believe the door should not have malfunctioned so soon after it was adjusted and checked by LDS, and hence there should not have been a charge for the second call.Desired Settlement: Full or partial refund of $107 paid for second call.

Business

Response:

Re: [redacted] complaint ID# [redacted]