Revdex.com:
This letter is to inform you that O'Brien Garage Doors of Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/6/2015 11:13:39 AM and assigned ID 10434599. The check that was supposedly mailed out on Feb 2nd, was in fact mailed on Feb 5th and was received this afternoon.
Regards,
[redacted]
[redacted],On your initial complaint you stated that you have never had problems with the gate since you lived there, but the reason you called us out was because there was a problem with the gate. It was not opening and closing properly. When our technician arrived, he made some adjustments, and also made some recommendations, which you opted out of. We believe that, unfortunately, because of the problems, the gate closed on your car. We sincerely apologize for your difficulty in getting in touch with the area supervisor immediately after the incident, as he was out of town at that time. Customer care is our number one priority, and as a courtesy, to help ease some of the frustration of the incident and then the communication , we wanted to work with you by helping you with a portion of the cost of the repair. We made an offer that we agreed upon, and after thinking it over you decided to go a different route. Our offer will stand for the time being, and we really want to make sure you are satisfied, so please let us know if you change your mind and would like to proceed.
Mrs. [redacted] requested a service appointment stating that she "needed her door looked at." No quote was given on the phone; the appointment was scheduled for the following Wednesday. We charge a service call fee of $47.50 for all service requests. This fee covers the trip out, and diagnostics of the...
system. The technician applied our 20% off coupon dropping this fee to $38.00. He recommended rollers to help the door roll more smoothly, but explained that the door is uneven due to foundation issues; major adjustments can not be made until that issue is repaired. At the customer's request, he performed a tune up on both doors at our half off coupon rate of $49.50 per door. The tune up is general maintenance and includes lubrication, tightening loose bolts and screws, minor adjustments as needed to the tracks/hinges, and checking the safety reversal system. The tune up is not designed to repair garage doors; it is simply maintenance to prevent any further damage/major issues from occurring. All applicable coupons have been applied for this residence; there are no further cost adjustments we can provide.
Revdex.com:
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.
In the future to avoid this process you could respond to one of the 3 requests to call the customer to resolve the issue. I was still interested in having the door repaired and other door leveled- the original request but of course I'll take my business to a Revdex.com graded company.
Regards,[redacted]
Revdex.com:
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.
The first time I called to request an appointment to have the doors looked at the salesman was vague and scheduled the appointment. I called back to get more details and asked for more information from the receptionist. I would have never had service out if I was aware of the high service fee- you should disclose this ahead of time. I also don't think it is ethical to offer a service that is not going to fix the problem. Why offer to tuneup both doors if it won't fix either issue. Unfortunately I was not there or I would not have approved the service, my mother was there which makes it worse- taking advantage of an older person.
Regards,[redacted]
Mr. [redacted], We would like to begin by sincerely apologizing for the time it took for a manager to get back with you. As our representative stated, the manager was in another city managing for the week. However, customer care is our number one concern, and we value your business. You are...
correct, this should have been handled immediately. When you called in for the initial repair, upon arriving, our technician made some recommendations because the gate opener was not functioning properly. We feel that this malfunction is what caused the gate to close early on your car that evening. However, after hearing of your troubles and, most importantly, the communication problems you had with getting a call back, we want to make sure we do everything in our power to work with you to resolve this. We are still in communication with you at this point and working with you to get your gate in perfect working order. We sincerely thank you for your patience throughout this process.Regards,O'Brien
Revdex.com:
This letter is to inform you that O'Brien Garage Doors of Houston has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/6/2015 11:13:39 AM and assigned ID 10434599. The check that was supposedly mailed out on Feb 2nd, was in fact mailed on Feb 5th and was received this afternoon.
Regards,
[redacted]
We value your business, and will be happy to help you further after your foundation has been repaired.
[redacted],On your initial complaint you stated that you have never had problems with the gate since you lived there, but the reason you called us out was because there was a problem with the gate. It was not opening and closing properly. When our technician arrived, he made some adjustments, and also made some recommendations, which you opted out of. We believe that, unfortunately, because of the problems, the gate closed on your car. We sincerely apologize for your difficulty in getting in touch with the area supervisor immediately after the incident, as he was out of town at that time. Customer care is our number one priority, and as a courtesy, to help ease some of the frustration of the incident and then the communication , we wanted to work with you by helping you with a portion of the cost of the repair. We made an offer that we agreed upon, and after thinking it over you decided to go a different route. Our offer will stand for the time being, and we really want to make sure you are satisfied, so please let us know if you change your mind and would like to proceed.
Mrs. [redacted] requested a service appointment stating that she "needed her door looked at." No quote was given on the phone; the appointment was scheduled for the following Wednesday. We charge a service call fee of $47.50 for all service requests. This fee covers the trip out, and diagnostics of the...
system. The technician applied our 20% off coupon dropping this fee to $38.00. He recommended rollers to help the door roll more smoothly, but explained that the door is uneven due to foundation issues; major adjustments can not be made until that issue is repaired. At the customer's request, he performed a tune up on both doors at our half off coupon rate of $49.50 per door. The tune up is general maintenance and includes lubrication, tightening loose bolts and screws, minor adjustments as needed to the tracks/hinges, and checking the safety reversal system. The tune up is not designed to repair garage doors; it is simply maintenance to prevent any further damage/major issues from occurring. All applicable coupons have been applied for this residence; there are no further cost adjustments we can provide.
Revdex.com:
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.
In the future to avoid this process you could respond to one of the 3 requests to call the customer to resolve the issue. I was still interested in having the door repaired and other door leveled- the original request but of course I'll take my business to a Revdex.com graded company.
Regards,[redacted]
Revdex.com:
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.
The first time I called to request an appointment to have the doors looked at the salesman was vague and scheduled the appointment. I called back to get more details and asked for more information from the receptionist. I would have never had service out if I was aware of the high service fee- you should disclose this ahead of time. I also don't think it is ethical to offer a service that is not going to fix the problem. Why offer to tuneup both doors if it won't fix either issue. Unfortunately I was not there or I would not have approved the service, my mother was there which makes it worse- taking advantage of an older person.
Regards,[redacted]
Mr. [redacted], We would like to begin by sincerely apologizing for the time it took for a manager to get back with you. As our representative stated, the manager was in another city managing for the week. However, customer care is our number one concern, and we value your business. You are...
correct, this should have been handled immediately. When you called in for the initial repair, upon arriving, our technician made some recommendations because the gate opener was not functioning properly. We feel that this malfunction is what caused the gate to close early on your car that evening. However, after hearing of your troubles and, most importantly, the communication problems you had with getting a call back, we want to make sure we do everything in our power to work with you to resolve this. We are still in communication with you at this point and working with you to get your gate in perfect working order. We sincerely thank you for your patience throughout this process.Regards,O'Brien