O'Brien Garage Doors

There is no way to guess when/if a circuit board will malfunction. Had the problem occurred while onsite, the technician would have been able to give more options up front. Before leaving the property the technician tested the system for malfunctions with [redacted]; the problem WAS NOT happening. No one can fix an issue that hasn't presented itself. [redacted] then signed an invoice agreeing that the system was operating properly, and the work was completed to her satisfaction. When notified of an issue, we immediately scheduled a follow up visit. Because it is not common for this to occur we performed the repair at a significantly discounted rate. Again, we do not feel it necessary, but should [redacted] like to proceed with our previously mentioned offer, he can call our office directly for scheduling. We have made every reasonable effort to come to a compromise; there is no further resolution we can offer at this time.

[redacted]We would like to start by thanking you for your business in having our company out to install your opener. After speaking with our technician, he stated that when he arrived at your home to do a minor repair that you called in for, he found that you needed a new opener. At this...

time, the man he spoke with stated that he would not be home for the installation. The technician then drove 30 miles to our vendor to pick an opener up, and came right back to install it same day, because customer care is our number one priority. New openers do not come with light bulbs, just as if you were to purchase a new lamp or appliance, they would not come with light bulbs. Normally we will put the light bulb of the existing opener in if it is in good working condition, or ask our customers if they have a light bulb that we can put in, but since you were not home, he could not ask. Our technician also stated that he did not speak with any senior citizen, so he did not feel that putting a light bulb in would be an issue. We honor and stand behind our work 100 percent, and if you  had called in to our office because of this problem we would have come back out, no questions asked, to put in new light bulbs for you. We also tried calling you after this complaint was filed to resolve this problem and speak with you directly, and did not receive an answer or a call back. We would like to put this matter to rest, and have refunded your 50 dollars to your card today, it should show up in your account in the next couple days. We kindly ask that you respond to this matter as resolved. Thank you.

Our tune up is preventative maintenance. This service is designed to help our customers who are not currently having issues keep their systems in good working order. In this situation, the rollers were in poor condition. They were not properly moving in the tracking system which caused the operator...

to malfunction. Specifically, the gear and sprocket assembly was nearly cracked. The technician replaced the gear and sprocket assembly, the rollers, and then performed the tune up. He tested the system several times before leaving the property with no issues. Later that afternoon we received a notification that the door was not opening consistently. We returned the following day and diagnosed that the circuit board had gone out. This was likely due to the unit being overworked prior to the original repair. The technician replaced the circuit board. He explained that because he was just out he would discount the service. He waived his installation/service fees and installed the board at cost, $100. The total repair cost for both services was $443.17. We could have recommended a new unit and rollers versus an operator repair and rollers, however, this was not the most economical option. Had we installed a new unit and rollers the total cost would have been $556.20. We do not feel it is necessary, but If [redacted] would prefer a new unit we would be happy to install one. He would be responsible for the difference in price of $113.03. We will remove the repair parts, and install a Liftmaster chain drive operator. Please feel free to contact our office directly for scheduling.

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.  [redacted] did come out and was professional and accomodating. [redacted] gave us the positive experience that we only hoped we had received the first time with Rory. It is because of the service we received from [redacted], that we would give O'Brien Garage Doors any future business. (Thank you, [redacted].)
Regards,
[redacted]

Revdex.com: I am ok with the resultsI am 66 years old and I am theSenior citizen the guy talked too!
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
** [redacted]

[redacted],Hello, hope you are doing well. We apologize greatly for your initial experience, and hope that we have gotten you completely taken care of now. We spoke with Jose day in and day out about this situation in order to make sure your experience was turned into a pleasurable one. He...

informed us that he came out a couple more times and did a few repairs for you at no cost to make up for any less than perfect experience. We thank you for the opportunity to let us make the situation right, and look forward to doing future business with you. Sincerely,O'Brien Garage Doors Team