Lincoln Electric Garage Door

We are currently trying to contact Mr. [redacted] to resolve the issues. We left one voicemail (1/10/14) and he returned the call but [redacted] wasn’t available. We then left another voicemail today (1/13/14) to try and resolve the issues at no charge. Still waiting on Mr. [redacted] to return our call. Thank you,

[redacted]  called me on Monday  12/16/13 to talk to me about some service that was done on 10/18/13 at his home. Lincoln Door went to his house to put his cable back on the drum and general service the door and operator. Mr. [redacted]  wanted us to come back out under...

 warranty to clean up some grease that had dripped  down from his 20+ year old operator that we lubed 2 months  back on10/18/13. I told him we would  have to charge him a service call to come back since it was outside of the30 day labor warranty  and that instead of charging him a full $75.00, I would  have my technician come back for a continued charge of $17.50. Mr. [redacted]  then stopped  me and said No I want it for Free to which I told him we would  have had no problem doing that if he would have called us within 30 days of us being there. Mr. [redacted]  also stated that I called his Genie Screw drive operator "Puke" and also no good which was a lie. I told him that his operator is at least 20 years old. The operator doesn't have safety sensors and that the Genie screw drive is a messy machine. The operator must be lubed frequently so that it will operate  properly and that is the reason they don't  even manufacture it anymore. I recommended that he should think about updating his Garage door operator to a belt drive so that he doesn't  have to deal with the grease or the mess that it can make. With all that being said weoffered  to come fix the problem at discounted  rate since it was outside of our 30 day labor warranty  andthis was the first time Mr. [redacted] called us to state that there was problem(12/16/13). We have a strict  warranty  policy that  we go by and have for a reason. I also would  like to state that I do stand behind my work and that is the reason Lincoln Electric Garage Door Co has been open for 47 years     Thank you,    [redacted]Lincoln Electric Garage Door Co.[redacted]Office: [redacted]·8[redacted]Fax: [redacted]

I have reviewed the response 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.First of all, I didn't call until Dec 16, because I was trying to clean up the mess that was left to avoid having to ask [redacted] tocome out again.  I would wipe down the track  and after a few days moregrease continued to appear on the floor. This happened several times.  I also took a degreaser and washed the outside of the garage door where the excess lube sprayed on by [redacted]'s technician was running down the outside of the door.  This has also returned and looks very unsightly.  It was only after my wife noticed ugly grease marks on the beige carpet that I realized that my efforts were notdoing the job so I called the company whose tech caused the problems, seeking help.   Secondly, reading this response is the first time I have heard about a 30-day service warranty.  It was not mentioned during the phone call to [redacted], (contrary to statements in the response), The tech that came to my house did not mention it, nor is it mentioned on the service order that was left with me nor in any of [redacted] advertising or web presences.  If I had been aware of the limitation I would have called earlier.  Notice how I did not infer that [redacted] lied about this in their previous statements.  I can only assume that 30 days is something they only pull out when they want to avoid incurring more expense.Thirdly, Mr. [redacted] (?) did indeed use the word "puke" to describe the door opener I have had for many years of functional operation, and it does have safety sensors that stop it if an object is in the path of the door travel (although I don't find this relevant to this situation).  He went on a rant (about how much grease had dripped on him over the years, on and on, etc.) disparaging my opener, which has faithfully served for 30 years in order to upsell to a more expensive model instead of solving the problem, which his tech had caused.  When we spoke on the phone Mr. [redacted] counseled me to “tell the truth” in my complaint.  May I respectfully ask the same?Just to cut to the chase, this is a simple problem of [redacted]’s tech applying too much lubricant.  So, instead of all this bluster and denial, why not just clean up the problem that your tech caused? That’s all I want.  I’m not asking for you to pay for the carpet cleaning, acid washing the garage floor or repainting the garage door: Just clean up the mess you made.  Simple and reasonable.Unless that can be accomplished, I won’t return as a customer.  I will tell all of my friends and post reviews on any and all web sites I can.  I think one can judge the real goodness of a business and character of the owner by how it responds to adversity and problems.   In this case, it is a complete denial and avoidance of responsibility for their work.  This is not a case of standing behind your work, unless it is standing so far behind, that they can deny responsibility.  With that kind of attitude it is unlikely that [redacted] will remain open for another 47 years. Regards,[redacted]

Great service, great product, on time. This is a totally professional operation that does not scam you like some garage door companies. I recommend Lincoln highly!!

Review: I have used Lincoln to service my garage door since the early 1980's. I have always had excellent service from them until this October.

The cable had come off the drum, they sent a guy who fixed that and then proceeded to squirt lube (grease) onto the drive shaft. He put so much grease on the shaft that it started to drip down on the garage floor in ugly black spots. The outside of the garage door started showing oil spots where the too generous use of spray lube had gone from the inside hinges to stain the outside of the door in multiple areas.

I tried to clean this up with kitty litter on the floor and washing the outside of the garage door only to have the outside spots reappear, and more grease dropping on the garage floor. I also did my best to wipe excess grease from the overhead head drive on two occasions, but it kept dripping. I am 69 years old and just had rotator cuff surgery. It is difficult for me to reach upward .

Well, of course the grease got tracked in to the wife's carpet leaving black grease marks on a beige carpet. Mama's not happy!!

So I called Lincoln. Spoke with [redacted] who said he was the owner. I explained the situation and he was absolutely unsympathetic. Instead, he blamed it on my garage door opener?! "those shaft drives are a piece of junk! they are puke! you need to replace it with a new belt drive" blah , blah.

I explained that I wasn't asking for him to clean the carpet (my wife got down and scrubbed the spots out herself) but just to clean the excess lube (applied by his technician) up so it wouldn't drop any more on the floor. He said he would have to charge me for the time it took to do that!

I object to paying extra to correct a mistake that should not have been made in the first place. I will not use Lincoln for any future needs and will advise my friends to avoid them as well. If you have a problem with them, do not expect [redacted] , the owner, to stand behind their work.Desired Settlement: Remove the excess grease from the door opener. Clean the oil from the garage door exterior. In other words, leave it the way it should be.

Business

Response:

[redacted] called me on Monday 12/16/13 to talk to me about some service that was done on 10/18/13 at his home. Lincoln Door went to his house to put his cable back on the drum and general service the door and operator. Mr. [redacted] wanted us to come back out under warranty to clean up some grease that had dripped down from his 20+ year old operator that we lubed 2 months back on10/18/13. I told him we would have to charge him a service call to come back since it was outside of the30 day labor warranty and that instead of charging him a full $75.00, I would have my technician come back for a continued charge of $17.50. Mr. [redacted] then stopped me and said No I want it for Free to which I told him we would have had no problem doing that if he would have called us within 30 days of us being there. Mr. [redacted] also stated that I called his Genie Screw drive operator "Puke" and also no good which was a lie. I told him that his operator is at least 20 years old. The operator doesn't have safety sensors and that the Genie screw drive is a messy machine. The operator must be lubed frequently so that it will operate properly and that is the reason they don't even manufacture it anymore. I recommended that he should think about updating his Garage door operator to a belt drive so that he doesn't have to deal with the grease or the mess that it can make. With all that being said weoffered to come fix the problem at discounted rate since it was outside of our 30 day labor warranty andthis was the first time Mr. [redacted] called us to state that there was problem(12/16/13). We have a strict warranty policy that we go by and have for a reason. I also would like to state that I do stand behind my work and that is the reason Lincoln Electric Garage Door Co has been open for 47 years Thank you, [redacted]Lincoln Electric Garage Door Co.[redacted]Office: [redacted]Fax: [redacted]

Consumer

Response:

I have reviewed the response 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.First of all, I didn't call until Dec 16, because I was trying to clean up the mess that was left to avoid having to ask [redacted] tocome out again. I would wipe down the track and after a few days moregrease continued to appear on the floor. This happened several times. I also took a degreaser and washed the outside of the garage door where the excess lube sprayed on by [redacted]'s technician was running down the outside of the door. This has also returned and looks very unsightly. It was only after my wife noticed ugly grease marks on the beige carpet that I realized that my efforts were notdoing the job so I called the company whose tech caused the problems, seeking help. Secondly, reading this response is the first time I have heard about a 30-day service warranty. It was not mentioned during the phone call to [redacted], (contrary to statements in the response), The tech that came to my house did not mention it, nor is it mentioned on the service order that was left with me nor in any of [redacted] advertising or web presences. If I had been aware of the limitation I would have called earlier. Notice how I did not infer that [redacted] lied about this in their previous statements. I can only assume that 30 days is something they only pull out when they want to avoid incurring more expense.Thirdly, Mr. [redacted] (?) did indeed use the word "puke" to describe the door opener I have had for many years of functional operation, and it does have safety sensors that stop it if an object is in the path of the door travel (although I don't find this relevant to this situation). He went on a rant (about how much grease had dripped on him over the years, on and on, etc.) disparaging my opener, which has faithfully served for 30 years in order to upsell to a more expensive model instead of solving the problem, which his tech had caused. When we spoke on the phone Mr. [redacted] counseled me to “tell the truth” in my complaint. May I respectfully ask the same?Just to cut to the chase, this is a simple problem of [redacted]’s tech applying too much lubricant. So, instead of all this bluster and denial, why not just clean up the problem that your tech caused? That’s all I want. I’m not asking for you to pay for the carpet cleaning, acid washing the garage floor or repainting the garage door: Just clean up the mess you made. Simple and reasonable.Unless that can be accomplished, I won’t return as a customer. I will tell all of my friends and post reviews on any and all web sites I can. I think one can judge the real goodness of a business and character of the owner by how it responds to adversity and problems. In this case, it is a complete denial and avoidance of responsibility for their work. This is not a case of standing behind your work, unless it is standing so far behind, that they can deny responsibility. With that kind of attitude it is unlikely that [redacted] will remain open for another 47 years. Regards,[redacted]

Business

Response:

We are currently trying to contact Mr. [redacted] to resolve the issues. We left one voicemail (1/10/14) and he returned the call but [redacted] wasn’t available. We then left another voicemail today (1/13/14) to try and resolve the issues at no charge. Still waiting on Mr. [redacted] to return our call. Thank you,

I contacted Lincoln Electric Garage door to get a price for a new logic board for my [redacted] garage opener. I was considering doing the repair myself and just purchasing the part. [redacted] quoted me about $50 for a used board and $100 for a new logic board part. This part is readily available online for $62 new, but I understand they need to make a markup on it. I then asked him how much if they came out to install it, he said $130. I told him thanks let me call you back. I called back the next day and said I'd like schedule them for the install. He got me scheduled quickly and as we were finishing up I confirmed...the fee is $130, right? He said yes, $130. The technician came and switched out the board quickly in 20-25 minutes. He presented a bill for $205 which included a $75 service fee. Unfortunately, I was gone and my wife wrote him the check. I called the office the next day and spoke to [redacted] again to ask why he didn't make me aware of the full price of the install. He said that price was only for the part, there is always a service fee. I told him that wasn't ever clear even though both times I posed the question, "how much will it cost for you to come out and install this?" The answer was always $130, not $130 plus our service fee of $75 which is very different. He then told me to use my brain. That I should've known there was an additional service fee and I guess I should've known what it was. They can charge whatever they want, I have no issue there, but at best they did a terrible job of communicating the pricing...at worst it was a bait and switch. This was a simple, fast repair, they made good margin on the part and then more on the service call. Bottom line is if I had known it was over $200 I would've handled this myself, but I never got the chance to do that because of how they handled the transaction.