Precision Door of Fairfield

I have reviewed the Invoice supplied by the customer as well as her response to my response to the initial complaint As I expected we were comparing apples to oranges As she originally stated “I was charged $ for the same job” Clearly she was not In fact she was charged $not “$150.00” as shed stated I will identify the parts and warranty we supplied that the other vendor did not Cables: Two pairs: Both Operating Cables and Safety Cables Rollers: Ball bearing sealed nylon rollers Labor to install all items Warranty: We provided a 5yr warranty, the other vendor did not My offer is to give Ms [redacted] a $refund and vod the five year warranty This will bring us inline with what the other vendor offeredThank you for your consideration

Complaint: ***
I am rejecting this response because:
I had thought that the quote I received for my repair seemed high, and I told the technician at the time that it was a lot of moneyI wanted to decline, but he said if I declined I was responsible for paying a fee for him to come out and give the estimateI felt my hands were tied, as I would have to pay him for coming out and then finding someone else to fix it and pay againI was not given an option to decline the work with a zero dollar penaltyThe reason I have waited so long to complain is because recently the other garage door had the same problemWhen I called another company I was shocked by the large difference in priceA partial refund would be fair, but I want others to be careful calling this company as I don't want this to happen to anyone elseHere is a copy of the invoice for my new repair
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I wanted to follow up on this as I have not received the $reimbursement from this company. Thank you,*** ***

I have reviewed the Invoice supplied by the customer as well
as her response to my response to the initial complaint
As I expected we were comparing apples to oranges. As she originally stated “I was charged $
for the same job” Clearly she was not. In
fact she was charged $not “$150.00” as shed stated
I will identify the parts and warranty we supplied that the
other vendor did not
Cables: Two
pairs: Both Operating Cables and Safety Cables
Rollers:
Ball bearing sealed nylon rollers
Labor to
install all items
Warranty:
We provided a 5yr warranty, the other vendor did not
My offer is to give Ms*** a $refund and vod the
five year warranty. This will bring us inline with what the other vendor offered. Thank you for your
consideration

My Apologies for the tardy reply
BElow is a report from my Branch Manager in CT regarding this situation We took care of it immediatly after you contacted me
***
class="MsoNormal">On August 8, one of our technicians went to Mr*** home for a service call, the reason for the service call was listed
as "broken springs." Our technician made a recommendation to
address all of the door's hardware via our rebuild package, Mr*** agreed
to the work and the door was repaired After the conclusion of the work,
our technician noticed that the carriage that attaches the door to the opener
was broken He did not have this particular carriage on his truck, so he
came back to the warehouse to get one that he thought would fix the problem
Upon his return to the house that same day, he realized it was not the
right carriage
After doing some research through some of our vendors, I
ordered the carriage that looked to be a match Another appointment was
set and our technician attempted to replace the carriage Again, this one
turned out to not be the right carriage Being as this was the carriage
that was recommended as the proper part by our distributors, I had our
technician call Mr*** and tell him that we had unfortunately exhausted
our options, and we were unable to find a corresponding replacement part
At this time, our technician told Mr*** that if he was able to locate
the part himself, we would gladly come back and install the part
After Mr*** located a part he attempted to set up an
appointment for our technician to come back and install the part he had
purchased Unfortunately, he was given the wrong information by our call
center (an in house issue that we have since resolved with the call center)
After receiving the formal complaint that Mr*** had filed with the
Revdex.com on August I immediately had the technician who was working
directly with Mr*** call him to resolve the situation Two days
later (Saturday, August 23) our technician went to Mr***'s home and
installed the part he had purchased, free of charge
Mr***'s garage door is now back to proper working
form, and he has a lifetime warranty on all of our parts that were installed
To the best of my knowledge, Mr*** and the company are happy with
the outcome of the situation
Regards
***

Complaint: ***
I am rejecting this response because:I had thought that the quote I received for my repair seemed high, and I told the technician at the time that it was a lot of moneyI wanted to decline, but he said if I declined I was responsible for paying a fee for him to come out and give the estimateI felt my hands were tied, as I would have to pay him for coming out and then finding someone else to fix it and pay againI was not given an option to decline the work with a zero dollar penaltyThe reason I have waited so long to complain is because recently the other garage door had the same problemWhen I called another company I was shocked by the large difference in priceA partial refund would be fair, but I want others to be careful calling this company as I don't want this to happen to anyone else.Here is a copy of the invoice for my new repair
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I wanted to follow up on this as I have not received the $reimbursement from this company.
Thank you,
*** ***

I have reviewed the complaint from the customer.  I am a bit perplexed as to why the customer
chose to complain approximately six months after services were rendered. 
We received a call from Ms. [redacted] on November 19, 2014 at
9:23AM.  We responded to Ms. [redacted] home resulting...

from her call to us for garage door repair on November 20, 2014
at approximately Noon. 
Our technician inspected the door and its hardware and found
the following:
The door
had worn springs
The door
had worn rollers
The door
had worn cables
The door
had worn pulleys
Motor was
working but was not safety compliant with UL 325
Door
panels were warped
 
My technician recommended
rebuilding the door which entailed replacing the springs, replacing the
pulleys, cables, safety cables, rollers and lubricating the door all with a 5
Year warranty on hardware.
 
We explained to Ms. [redacted] the needed repairs and the
related cost for these repairs. 
 We require all customers to agree to the work proposed and
the related cost and have them initial the line next to the following under our
Work Order Agreement section of our
service ticket:
I fully understand the explanation
and the total price of $637.04 given to me.  I understand the recommendation for
servicing our door. Ms. [redacted]
initialed this line on our tablet before we proceeded with the work at 12:26PM. 
Upon
completion of the work which was done the same day, my technician
collected payment by [redacted] Credit card and Ms. [redacted] signed the service
ticket on the tablet stating “The
work has been completed to my
satisfaction” of the work order agreement for $637.04. This box was
signed at 1:24PM
 
In providing her service that day we waved a service call
fee of $69.00 and credited her discounts of $193.00.  This resulted in a savings of $262.00 to Ms. [redacted].
 I have reviewed our Customer Call Center Phone logs and I
can find no record of Ms. [redacted] contacting our office regarding any complaint
regarding the work completed.  We have serviced
thousands of homes in [redacted] since our inception and we know how important
customer satisfaction is to our business. 
We have very few complaints that are filed with the Revdex.com because we do
not run away from problems, and we address them quickly. 
 Ms. [redacted] stated that she had spoken to another company and
they would have done it for less money. 
We do not compete on price, we do however, compete on quality of parts
and training of our employees.
 
The fact Ms. [redacted] used the Revdex.com to file a complaint 6
months after our service leaves me with questions. 
Why didn’t she call the
office with her issue? Is she using the Revdex.com to force a refund without
giving us an opportunity to address the problem?
The company who serviced
her other door, what did they do for $150.00, did they provide the same service,
same parts, same warranty??  Are
they insured, etc.  Are we comparing
apples to oranges?
 
Furthermore, understand that we walk out of numerous homes
with just a service call every day and would have done the same for Ms. [redacted]
if she had requested that. 
 
Please ask Ms. [redacted] for a copy of the service ticket from
the other company and provide us with same as a starting point for further discussions.
 
Please let me know if I can add any further clarification.
That you for your consideration.

I have reviewed the Invoice supplied by the customer as well
as her response to my response to the initial complaint.
 
As I expected we were comparing apples to oranges.  As she originally stated “I was charged $150.00
for the same job” Clearly she was not.  In
fact she was charged $232.91 not “$150.00” as shed stated.
 
I will identify the parts and warranty we supplied that the
other vendor did not.
 
            Cables: Two
pairs: Both Operating Cables and Safety Cables
            Rollers: 10
13 Ball bearing sealed nylon rollers.
            Labor to
install all items
            Warranty:
We provided a 5yr warranty, the other vendor did not.
 
My offer is to give Ms. [redacted] a $150.00 refund and vod the
five year warranty.  This will bring us inline with what the other vendor offered. Thank you for your
consideration

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.
I apologize for not responding earlier to this case. I had a busier than expected week. If it’s not too late I would like to respond. I appreciate the companies offer to reimburse me a $150.00.
 
I did want to make clear that the reason for my complaint is that I was unable to walk away. I was told I had to pay for the estimate. And that didn’t seem fair as it was not told to us over the phone that this company charges for estimates. If I had known up front, my husband would not have scheduled the appointment. I felt more work was done than needed. And I just want others to know that this company charges for estimates, and there are others that provide free estimates to allow you to choose the best option for your budget.
 
Thank you,
[redacted]
 
 
 
 
Sincerely,
[redacted]

I have reviewed the complaint from the customer.  I am a bit perplexed as to why the customer
chose to complain approximately six months after services were rendered. 
We received a call from Ms. [redacted] on November 19, 2014 at
9:23AM....

 We responded to Ms. [redacted] home resulting from her call to us for garage door repair on November 20, 2014
at approximately Noon. 
Our technician inspected the door and its hardware and found
the following:
The door
had worn springs
The door
had worn rollers
The door
had worn cables
The door
had worn pulleys
Motor was
working but was not safety compliant with UL 325
Door
panels were warped
 
My technician recommended
rebuilding the door which entailed replacing the springs, replacing the
pulleys, cables, safety cables, rollers and lubricating the door all with a 5
Year warranty on hardware.
 
We explained to Ms. [redacted] the needed repairs and the
related cost for these repairs. 
 We require all customers to agree to the work proposed and
the related cost and have them initial the line next to the following under our
Work Order Agreement section of our
service ticket:
I fully understand the explanation
and the total price of $637.04 given to me.  I understand the recommendation for
servicing our door. Ms. [redacted]
initialed this line on our tablet before we proceeded with the work at 12:26PM. 
Upon
completion of the work which was done the same day, my technician
collected payment by [redacted] Credit card and Ms. [redacted] signed the service
ticket on the tablet stating “The
work has been completed to my
satisfaction” of the work order agreement for $637.04. This box was
signed at 1:24PM
 
In providing her service that day we waved a service call
fee of $69.00 and credited her discounts of $193.00.  This resulted in a savings of $262.00 to Ms. [redacted].
 I have reviewed our Customer Call Center Phone logs and I
can find no record of Ms. [redacted] contacting our office regarding any complaint
regarding the work completed.  We have serviced
thousands of homes in [redacted] since our inception and we know how important
customer satisfaction is to our business. 
We have very few complaints that are filed with the Revdex.com because we do
not run away from problems, and we address them quickly. 
 Ms. [redacted] stated that she had spoken to another company and
they would have done it for less money. 
We do not compete on price, we do however, compete on quality of parts
and training of our employees.
 
The fact Ms. [redacted] used the Revdex.com to file a complaint 6
months after our service leaves me with questions. 
Why didn’t she call the
office with her issue? Is she using the Revdex.com to force a refund without
giving us an opportunity to address the problem?
The company who serviced
her other door, what did they do for $150.00, did they provide the same service,
same parts, same warranty??  Are
they insured, etc.  Are we comparing
apples to oranges?
 
Furthermore, understand that we walk out of numerous homes
with just a service call every day and would have done the same for Ms. [redacted]
if she had requested that. 
 
Please ask Ms. [redacted] for a copy of the service ticket from
the other company and provide us with same as a starting point for further discussions.
 
Please let me know if I can add any further clarification.
That you for your consideration.

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.
I apologize for not responding earlier to this case. I had a busier than expected week. If it’s not too late I would like to respond. I appreciate the companies offer to reimburse me a $150.00.  I did want to make clear that the reason for my complaint is that I was unable to walk away. I was told I had to pay for the estimate. And that didn’t seem fair as it was not told to us over the phone that this company charges for estimates. If I had known up front, my husband would not have scheduled the appointment. I felt more work was done than needed. And I just want others to know that this company charges for estimates, and there are others that provide free estimates to allow you to choose the best option for your budget. Thank you,[redacted]    
Sincerely,
[redacted]

Review: My husband called Precision for an estimate to repair a bolt that came off our garage door. When the sales man came he quoted me a fee of $637.04 to change the bolts on the garage door and spring. I thought the price was high so I told him that I would like to shop around. He then told me that if I didn't use him he would charge me a fee of over $100.00 for just providing the estimate. This was not explained to my husband over the phone. I asked if the price was equal to others and he said yes. He did say hat my other garage door would need to be changed as well, but since it was not broken and the cost was high I declined. Now, I do need the other garage door bolts replaced and called another company who is charging $150 for the same job!! Clearly I was OVER charged and forced to pay such a high price because I would have been charged for the estimate. This company should not be in business. Very misleading and over charge for their products and service.Desired Settlement: refund

Business

Response:

I have reviewed the complaint from the customer. I am a bit perplexed as to why the customer

chose to complain approximately six months after services were rendered.

We received a call from Ms. [redacted] on November 19, 2014 at

9:23AM. We responded to Ms. [redacted] home resulting from her call to us for garage door repair on November 20, 2014

at approximately Noon.

Our technician inspected the door and its hardware and found

the following:

The door

had worn springs

The door

had worn rollers

The door

had worn cables

The door

had worn pulleys

Motor was

working but was not safety compliant with UL 325

Door

panels were warped

My technician recommended

rebuilding the door which entailed replacing the springs, replacing the

pulleys, cables, safety cables, rollers and lubricating the door all with a 5

Year warranty on hardware.

We explained to Ms. [redacted] the needed repairs and the

related cost for these repairs.

We require all customers to agree to the work proposed and

the related cost and have them initial the line next to the following under our

Work Order Agreement section of our

service ticket:

I fully understand the explanation

and the total price of $637.04 given to me. I understand the recommendation for

servicing our door. Ms. [redacted]

initialed this line on our tablet before we proceeded with the work at 12:26PM.

Upon

completion of the work which was done the same day, my technician

collected payment by [redacted] Credit card and Ms. [redacted] signed the service

ticket on the tablet stating “The

work has been completed to my

satisfaction” of the work order agreement for $637.04. This box was

signed at 1:24PM

In providing her service that day we waved a service call

fee of $69.00 and credited her discounts of $193.00. This resulted in a savings of $262.00 to Ms. [redacted].

I have reviewed our Customer Call Center Phone logs and I

can find no record of Ms. [redacted] contacting our office regarding any complaint

regarding the work completed. We have serviced

thousands of homes in [redacted] since our inception and we know how important

customer satisfaction is to our business.

We have very few complaints that are filed with the Revdex.com because we do

not run away from problems, and we address them quickly.

Ms. [redacted] stated that she had spoken to another company and

they would have done it for less money.

We do not compete on price, we do however, compete on quality of parts

and training of our employees.

The fact Ms. [redacted] used the Revdex.com to file a complaint 6

months after our service leaves me with questions.

Why didn’t she call the

office with her issue? Is she using the Revdex.com to force a refund without

giving us an opportunity to address the problem?

The company who serviced

her other door, what did they do for $150.00, did they provide the same service,

same parts, same warranty?? Are

they insured, etc. Are we comparing

apples to oranges?

Furthermore, understand that we walk out of numerous homes

with just a service call every day and would have done the same for Ms. [redacted]

if she had requested that.

Please ask Ms. [redacted] for a copy of the service ticket from

the other company and provide us with same as a starting point for further discussions.

Please let me know if I can add any further clarification.

That you for your consideration.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I had thought that the quote I received for my repair seemed high, and I told the technician at the time that it was a lot of money. I wanted to decline, but he said if I declined I was responsible for paying a fee for him to come out and give the estimate. I felt my hands were tied, as I would have to pay him for coming out and then finding someone else to fix it and pay again. I was not given an option to decline the work with a zero dollar penalty. The reason I have waited so long to complain is because recently the other garage door had the same problem. When I called another company I was shocked by the large difference in price. A partial refund would be fair, but I want others to be careful calling this company as I don't want this to happen to anyone else.

Review: Our motor stopped working on our garage door and a repairman from Precision came out to inspect the issue. In addition to a piece of the motor that came off (that caused the issue) the repairman suggested that we upgrade our wheels. Therefore we agreed to receiving upgraded wheels as well as getting the motor fixed (in order to operate the door). While the repairman did a great job with the wheels, when it came time for him to fix the motor (the reason for our call), he stated that a piece of the motor he needed was no longer able to be attached. He stated that he would not able to fix it today since the part we needed was not currently in the company's inventory stock. We paid for the work completed on the wheels and were told that they would order the part and schedule a visit to come back to finish fixing our motor once the piece came in.After several days from not hearing from provision I called them to get an estimate of when the replacement part would come in. We found out that they couldn't find the part and therefore didn't place an order. We asked if they would come out and fix it if we found the part (a quick search showed that [redacted] was selling the part and could have it shipped ASAP). They said yes they would install it and confirmed that our two options were 1) to provide a replacement part and have them install it or 2) to replace our entire motor for and additional $1K. When the repairman was first at my house he quoted us a price of $75 to fix the motor (including the new piece). Therefore, it is significantly cheaper for us to just optain a new piece.We now are in possession of this additional piece and therefore we called to schedule an appointment. We are now being told that they will not come out to fix it using our piece and therefore we should have the entire motor replaced for $1K which they will come out and do.I find this highly suspect and immoral business practices as if the piece had been in better shape, the repairman that showed up the first time around said he would easily pop it back in to the motor. What is the difference between him doing that (if my piece hadn't broken) and us providing them with a new piece? Instead, they are refusing service that they previously offered specifically so that we will be forced to buy a new motor from them in order to operate the door. Repeated calls to discuss receiving a visit from their repairmen are now not being returned.Desired Settlement: I would like the company to return to our house to complete work on the motor.

Business

Response:

My Apologies for the tardy reply