Neighborhood Garage Door Service of Seattle

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

The refund of $that was issued consisted of a refund in full for the motor service ($125.99) and safety inspection/ diagnostic charge of $We feel that this is fair because there is no issue with the other repairs that were completed that the customer was charged for (spring retension service.) The reason the customer's garage door is not working properly is because a new motor is neededOn a no cost warranty visit completed 3/2/2017, four days after the original work, the force setting on the motor had gone out of adjustment and had to be correctedOn a second no cost warranty visit 4/4/the technician noted the same issue and again recommended a new motor, which the customer declinedWe offered a discounted price for a new operator, but the customer did not want to move forwardTherefore the full cost of service to the motor was refunded due to the fact that the issue was not repaired

Complaint: [redacted] I am rejecting this response because: the spring retension service created a new problem that I didn't have to begin withThis indicates to me malpractice on the part of the technicianBecause they are paid by the service they perform, I suggest that he (and maybe the company) were attempting to make more money off of me The dates they have provided about when the problem originated was incorrect - the problem reccurred within one hour of the technician leaving after the first visit (it was like it wasn't fixed) I called the very next day, but our schedules didn't match up until four days later for him to come back and repair the problem No recommendation was made to me about a motor replacementI suggested it on the first visit, but he talked me out of it I the made a call regarding the recurrence of the problem on March 9th one day after it recurred (four days after the second visit) I was escalated to a manager who said she would call me backShe didn'tShe claims that three calls were made including a voicemail, but I have no evidence of this on my cell phone The notes they keep do not accurately reflect what is happening in the field I needed a break from talking with this company since I consistently was spending one hour on the phone with various reps and managers on each call Therefore, I waited to call back until early April when I had more energy to deal with this problem They sent the same technician who was not able to fix the problem in spite of me asking two managers NOT to send him The third visit was delayed by three days because of this error The motor replacement they offered was discounted (true), but the equipment did not work in three ways - cord not long enough, both new keypads had sticky numbers and there was no option for a temporary password Therefore, they had to uninstall it and I was left with no garage door service and a door that had a spring retension problem (that was clearly caused by the first service visit) I could not park my car in the garage for two days because it would not stay up manuallyI didn't have that problem prior to this company servicing my garage Given the complete lack of competence and run around with this company, I chose to have another company fix everything The spring service is also under warranty and clearly did not fix the problem and ALSO created a new problem They damaged my spring causing me inconvenience and further repair I am happy to get a statement from the [redacted] Technician who serviced my garage to verify that this information is trueTherefore, I am owed the full amount of the service Sincerely, [redacted] ***

Frequency interference is a very uncommon issue, but once diagnosed there is a simple solutionWe were able to reach out to the customer on 2/21/and schedule a warranty appointment to swap out the circuit boards in their operators for higher frequency unitsIf this does not resolve the interference issue, we will agree to upgrade the garage door operator's if necessary to ensure the garage door is working correctly

Complaint: ***
I am rejecting this response because:I'm not entirely rejecting, in that I'm having the upgraded boards installedBut my issue wasn't that the units aren't working: they are, after the Navy stopped its exerciseMy issue were, first, that I must assume they're aware of the possibility of RF interference from the Navy, and that they've received other calls about sudden non-working openersOther companies told people who called that it was probably the Navy and they should waitBecause of their failure to provide the info, I ended up spending $unnecessarily.The company claims it was unaware of the interference issue, but not only their reply, above, suggests they're familiar with it, the person who called me implied it as well, saying when it happens it's usually temporaryHe seemed to blame the tech who came for not knowing; but I'd argue it's the company's role to inform them.My other issue is that I left at least four messages requesting a call to discuss the issue and received no responseHaving stated my concern in the first message, I concluded they refused to return calls because they knew they'd been less than forthcoming. The person who called me, even after I mentioned more than once having spent the money unnecessarily, never raised the possibility of a price adjustmentThere is, of course, no way to confirm their claim that they were unaware of the RF interference issue, other than by inference from what they've said in their response to this inquiryI find it impossible that a company in Puget Sound, where the Navy abounds, could be unaware
Sincerely,
*** ***

We spoke to the customer on 3/15/2017 and were informed that the units are working correctly since the Navy test is done. We did however find out another potential issue during our discussion. In order to "kill two birds with one stone," we agreed to upgrade the customer to elite series Liftmaster garage door openers at no charge. Service is scheduled for 3/16/2017.

Complaint: [redacted]I am rejecting this response because: the spring retension service created a new problem that I didn't have to begin with. This indicates to me malpractice on the part of the technician. Because they are paid by the service they perform, I suggest that he (and maybe the company) were attempting to make more money off of me.  The dates they have provided about when the problem originated was incorrect - the problem reccurred within one hour of the technician leaving after the first visit (it was like it wasn't fixed).  I called the very next day, but our schedules didn't match up until four days later for him to come back and repair the problem.  No recommendation was made to me about a motor replacement. I suggested it on the first visit, but he talked me out of it.  I the made a call regarding the recurrence of the problem on March 9th one day after it recurred (four days after the second visit).  I was escalated to a manager who said she would call me back. She didn't. She claims that three calls were made including a voicemail, but I have no evidence of this on my cell phone.  The notes they keep do not accurately reflect what is happening in the field.  I needed a break from talking with this company since I consistently was spending one hour on the phone with various reps and managers on each call.  Therefore, I waited to call back until early April when I had more energy to deal with this problem.  They sent the same technician who was not able to fix the problem in spite of me asking two managers NOT to send him.  The third visit was delayed by three days because of this error.  The motor replacement they offered was discounted (true), but the equipment did not work  in three ways - cord not long enough, both new keypads had sticky numbers and there was no option for a temporary password.  Therefore, they had to uninstall it and I was left with no garage door service and a door that had a spring retension problem (that was clearly caused by the first service visit).  I could not park my car in the garage for two days because it would not stay up manually. I didn't have that problem prior to this company servicing my garage.  Given the complete lack of competence and run around with this company, I chose to have another company fix everything.  The spring service is also under warranty and clearly did not fix the problem and ALSO created a new problem.  They damaged my spring causing me inconvenience and further repair.  I am happy to get a statement from the [redacted] Technician who serviced my garage to verify that this information is true. Therefore, I am owed the full amount of the service.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The refund of $145 that was issued consisted of a refund in full for the motor service ($125.99) and safety inspection/ diagnostic charge of $19. We feel that this is fair because there is no issue with the other repairs that were completed that the customer was charged for (spring retension...

service.) The reason the customer's garage door is not working properly is because a new motor is needed. On a no cost warranty visit completed 3/2/2017, four days after the original work, the force setting on the motor had gone out of adjustment and had to be corrected. On a second no cost warranty visit 4/4/2017 the technician noted the same issue and again recommended a new motor, which the customer declined. We offered a discounted price for a new operator, but the customer did not want to move forward. Therefore the full cost of service to the motor was refunded due to the fact that the issue was not repaired.

Frequency interference is a very uncommon issue, but once diagnosed there is a simple solution. We were able to reach out to the customer on 2/21/2017 and schedule a warranty appointment to swap out the circuit boards in their operators for higher frequency units. If this does not resolve the...

interference issue, we will agree to upgrade the garage door operator's if necessary to ensure the garage door is working correctly