Overhead Door Co. Plattsburgh

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. The resolution is the price agreed uponThis business should not be sending out office jockeys to do repairs. The price was acceptable from the owner and I appreciated his understanding
Regards,
*** ***

Mr. [redacted] did call on Friday 8/18 about 2 PM.  He stated we had to get there that day for the reasons he listed.  All our service vehicles were out on the road performing other jobs.  We stated we could do a temporary repair on the spring but it would be at emergency rates and would...

be billed portal to portal.  He insisted we get there ASAP so I went in my company sales vehicle rather than having him wait until a crew came back late in the afternoon.  I measured and clipped the spring which is an industry wide standard and rewound the spring.  Everything was fine when I left the site.  Apparently the spring broke in another spot after I left which is always a possibility and not something anyone can predict.  At noon on Monday 8/21 I had a tech on site replacing the spring with a new spring.  Please see attached invoice for all the work done.  We charged him portal to portal at standard rates for Friday since we did expend that time for him only but did not charge emergency rates since we felt bad that the spring broke again.  We charged standard rates for the final repair.  The only additional costs for the total repair over a standard repair is associated with portal to portal pricing because we traveled 25 miles each way because he insisted on it.  Two trips were required to determine the spring size to get a replacement.  I think all in all Mr. [redacted] received exceptional service in a very timely fashion.  Also please note his complaint was sent prior to final resolution of the repair and bill.

The business sent this information after the complaint had closed: We take exception to the comment that we send "office jockeys" out to do repairs.  The person who went on the first call is one of the owners.  He is an engineer who trains and manages all the installer/technicians.  He has been in the business for approx 30 years starting as an installer/tech and continues to periodically work in the field to stay on top of the industry.Thanks,D. Scott D[redacted],PresidentWalter F. D[redacted], Inc.dba Overhead Door Co. of Plattsburghdba Overhead Door Co. of MassenaP###-###-####F#-###-####