Overhead Door Company of South Central Texas Coastal Plains

Our service coordinator took a call for a spring repair on 11/21/16. The customer ( [redacted] ) asked for pricing and was told we could provide an estimated cost, based on our show up fee and a typical spring repair, i.e. one spring = $200-$250, two springs = $250-$300. She was told, out of that... pricing, $105 is our show up fee and includes up to one hour of labor. She asked when we could get her scheduled and we gave her a morning appointment between 9:00-10:00am the following day. When our technician arrived, he inspected the door to provide proper diagnosis of all issues. At this time, he discovered the customer had a specialty sized spring that is not carried in our stock. He called our office to update our service coordinator, and she let him know the spring could be ordered. He was told to advise the customer of this and to collect the show up fee, and to let her know we would “stop the clock” on the hour included with that fee. And that we would apply the remaining time to a quote with the spring that needed to be ordered. We do this because specialty springs can be quite expensive and not all customers want us to proceed with the ordering. When the technician advised the customer of this, she became very upset and called the office to speak with our service coordinator to complain. When she called in, she was verbally abusive, calling our coordinator “a liar” and “little girl”. Our coordinator recommended she talk to me. When I spoke with her, I advised her why we were charging her the show up fee and again that the remaining time would be applied to the spring quote. She informed me she didn’t want us to come back out. I told her that was fine but we still charge her the show up fee. She let me know she would not be paying any bill. I said that was up to her, however, an unpaid bill may be turned over to collections. She said she didn’t care about any collections and hung up on me. We sent her a bill for $52.50, half the standard show up fee, as an effort to resolve the issue. At this time we are going to remove the bill for $52.50, and we will not be doing work for her in the future. Please, let me know if you have any questions, or need any further information.

Our service coordinator took a call for a spring repair on 11/21/16. The customer ([redacted]) asked for pricing and was told we could provide an estimated cost, based on our show up fee and a typical spring repair, i.e. one spring = $200-$250, two springs = $250-$300. She was told, out of that...

pricing, $105 is our show up fee and includes up to one hour of labor. She asked when we could get her scheduled and we gave her a morning appointment between 9:00-10:00am the following day. When our technician arrived, he inspected the door to provide proper diagnosis of all issues. At this time, he discovered the customer had a specialty sized spring that is not carried in our stock. He called our office to update our service coordinator, and she let him know the spring could be ordered. He was told to advise the customer of this and to collect the show up fee, and to let her know we would “stop the clock” on the hour included with that fee. And that we would apply the remaining time to a quote with the spring that needed to be ordered. We do this because specialty springs can be quite expensive and not all customers want us to proceed with the ordering. When the technician advised the customer of this, she became very upset and called the office to speak with our service coordinator to complain. When she called in, she was verbally abusive, calling our coordinator “a liar” and “little girl”. Our coordinator recommended she talk to me. When I spoke with her, I advised her why we were charging her the show up fee and again that the remaining time would be applied to the spring quote. She informed me she didn’t want us to come back out. I told her that was fine but we still charge her the show up fee. She let me know she would not be paying any bill. I said that was up to her, however, an unpaid bill may be turned over to collections. She said she didn’t care about any collections and hung up on me. We sent her a bill for $52.50, half the standard show up fee, as an effort to resolve the issue.   At this time we are going to remove the bill for $52.50, and we will not be doing work for her in the future. Please, let me know if you have any questions, or need any further information.