Initial Business Response /* (1000, 9, 2015/02/23) */
Customer called on 1/29/15 to say her garage door was out of track. I told her our service calls were $70.00 plus parts. An appt. was made for that pm. Tech found the problem to be a broken spring. Gave customer cost of spring $63.00 and...
service call $70.00 - total $133.00. Spring was replaced and garage door was lubricated and serviced. The tech noticed a screw laying in the floor of the garage and being the type that always goes the extra mile on every job he is on investigated where the screw came from and found it had fallen out of the garage door opener (which is a brand we don't work on normally because we can't get parts for it). We were not there to repair the opener - only the garage door. But, again, being the type of tech that he is he looked in his truck to see if he had any screws that would work and did not. At this point her door was repaired and working perfectly. The tech told the customer he would look around our shop once he got back to see if he could find the screws she needed which he did do but could not find any. The tech called the customer back and told her this at which time the customer advised us she didn't feel like we had completed our servic. The tech and I both tried to explain to the customer we had completed the service she had called about by replacing her spring and making her garage door work once, again. Not once in our initial conversation on the phone nor the customer's initial conversation with the tech once he arrived was the opener even mentioned as having any issues. The customer even admitted the opener was working fine while the tech was looking for a matching screw and during her complaint call with me afterwards. We pride ourselves in the work we do as a company and feel her garage door was repaired completely before we left. We offer a one year warranty on the service work we perform and this was explained to the customer. We do not feel a longer warranty nor a refund of any type is warranted.
Initial Consumer Rebuttal /* (3000, 12, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again if a customer calls and tells a serviceman the garage door will not open then a evaluate situation on hand and charge fee. What they fail to realize the door did not work again after spring replaced.he said the chain on opener needed screws.I told him I do not anything about screws or how fix garage doors or openers. I am a women without those skills. We looked for them on ground and found one. He said he will replace all for chain. I was under the assumption because door was not open chain needed screws so that's why he put them in. So when he said he couldn't finish because no more bolts that's is unfinished job. Everything needs sum of all parts in order for device to work. I do not know what's needed just know my door will not raise up. Money is not the issue here. I do not if by only replacing the spring would have still made my garage door open. If screws were missing and needed to be replaced in the opener it self how would I know that. I do not work nor have expertise in garage doors. I'm quite sure the door would not open without screws in the opener chain. I would of glad pay for whatever services were needed at the time. If I need a spring I will pay for and if I needed screws and bolts I also would had paid for that as well. Therefore no I felt know kindness was done on my part, task should had been fulfilled to completion. Had I known when I called the company only fix garage doors and no other needed repairs I would definitely called a different company. The women on the phone stated it could had been number of things wrong and would not know until evaluated. The response I received on the phone was crude and hateful to me. She was not apologetic nor sincere. No one should ever feel belittled as a customer of any kind. There are several reviews on how the front desk women on the phone is rude to customers. If I was an 80yr. Old person would the job still not be completed and left to climb 8ft. Ladder to replace screws and bolts.I think not.
Final Business Response /* (4000, 14, 2015/03/13) */
I have read through the customer's response to my explanation and several things seem to have changed from her original phone call and from her original complaint with you. It is apparent at this point that nothing I can say will resolve this issue. Therefore, to promote goodwill we will be refunding the customer $70.00 which is the cost of the service call. We will not extend the warranty on the spring beyond one year. She can expect a check from us in the next 2 weeks.
Initial Business Response /* (1000, 9, 2015/02/23) */
Customer called on 1/29/15 to say her garage door was out of track. I told her our service calls were $70.00 plus parts. An appt. was made for that pm. Tech found the problem to be a broken spring. Gave customer cost of spring $63.00 and...
service call $70.00 - total $133.00. Spring was replaced and garage door was lubricated and serviced. The tech noticed a screw laying in the floor of the garage and being the type that always goes the extra mile on every job he is on investigated where the screw came from and found it had fallen out of the garage door opener (which is a brand we don't work on normally because we can't get parts for it). We were not there to repair the opener - only the garage door. But, again, being the type of tech that he is he looked in his truck to see if he had any screws that would work and did not. At this point her door was repaired and working perfectly. The tech told the customer he would look around our shop once he got back to see if he could find the screws she needed which he did do but could not find any. The tech called the customer back and told her this at which time the customer advised us she didn't feel like we had completed our servic. The tech and I both tried to explain to the customer we had completed the service she had called about by replacing her spring and making her garage door work once, again. Not once in our initial conversation on the phone nor the customer's initial conversation with the tech once he arrived was the opener even mentioned as having any issues. The customer even admitted the opener was working fine while the tech was looking for a matching screw and during her complaint call with me afterwards. We pride ourselves in the work we do as a company and feel her garage door was repaired completely before we left. We offer a one year warranty on the service work we perform and this was explained to the customer. We do not feel a longer warranty nor a refund of any type is warranted.
Initial Consumer Rebuttal /* (3000, 12, 2015/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again if a customer calls and tells a serviceman the garage door will not open then a evaluate situation on hand and charge fee. What they fail to realize the door did not work again after spring replaced.he said the chain on opener needed screws.I told him I do not anything about screws or how fix garage doors or openers. I am a women without those skills. We looked for them on ground and found one. He said he will replace all for chain. I was under the assumption because door was not open chain needed screws so that's why he put them in. So when he said he couldn't finish because no more bolts that's is unfinished job. Everything needs sum of all parts in order for device to work. I do not know what's needed just know my door will not raise up. Money is not the issue here. I do not if by only replacing the spring would have still made my garage door open. If screws were missing and needed to be replaced in the opener it self how would I know that. I do not work nor have expertise in garage doors. I'm quite sure the door would not open without screws in the opener chain. I would of glad pay for whatever services were needed at the time. If I need a spring I will pay for and if I needed screws and bolts I also would had paid for that as well. Therefore no I felt know kindness was done on my part, task should had been fulfilled to completion. Had I known when I called the company only fix garage doors and no other needed repairs I would definitely called a different company. The women on the phone stated it could had been number of things wrong and would not know until evaluated. The response I received on the phone was crude and hateful to me. She was not apologetic nor sincere. No one should ever feel belittled as a customer of any kind. There are several reviews on how the front desk women on the phone is rude to customers. If I was an 80yr. Old person would the job still not be completed and left to climb 8ft. Ladder to replace screws and bolts.I think not.
Final Business Response /* (4000, 14, 2015/03/13) */
I have read through the customer's response to my explanation and several things seem to have changed from her original phone call and from her original complaint with you. It is apparent at this point that nothing I can say will resolve this issue. Therefore, to promote goodwill we will be refunding the customer $70.00 which is the cost of the service call. We will not extend the warranty on the spring beyond one year. She can expect a check from us in the next 2 weeks.