Precision Door Service

Precision is apparently one of the few garage door repair companies that offer 24/7 service. That and the fact they are a Revdex.com member and on Angie's List convinced me to try them on a Sunday when our garage door would not open. I actually spoke to a real person when I called and who said someone would be at my house within 2 hours. Not only was a repairman here on time but he called first. He was professional, courteous, explained our options and did what appears to be an excellent job. We did not compare prices because of the timing but we are very pleased to have a working and professionally serviced garage door.

Thank you so much for reaching out to me regarding this. I did speak with [redacted] on 2/10. I had offered to refund the labor charged and only charge her for the parts we installed. At that time, she said that was unacceptable and would be filing a complaint through the Revdex.com. She then called me back the...

next day and said she accepted my offer and considered the matter resolved. As far as I know, at this time, the matter is resolved.Please let me know if you need anything further. Thanks again,Brian

Great service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/04) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@hotmail.com
In reference to Mr [redacted] compliant. I have exchanged numerous emails with him explaining his concern. We did do repairs to his door that were...

recommended by his landlord, not what we suggested to do to get the door operating correctly and safely. The landlord wanted minimal done, the door needs to be replaced which Mr [redacted] agreed to. We then went back out Tuesday because Mr [redacted] said the door was not working correctly, after another inspection was done it was determined by the tech that the 25 year old Stanley operator is not working correctly, which again Mr [redacted] agreed with. Mr [redacted] then scheduled another call for Wednesday for us to come out because the door was not working, it was again stated by us that it was the operator that is not working which the landlord does not want to spend the money to fix it. The door does go up and down manually with the original band aid that was done that the land lord wanted, not what we suggested. Mr [redacted] then cancelled the call on Wednesday. I told him we would come back out and do stand by our work and warranty he was given. He did not want us to come back out. We would be happy to go back out to replace the 25 year old [redacted] operator, due to the fact that they are out of business and can not get parts for them.

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.  For your reference, details of the offer I reviewed appear below.
Why would I buy 2 remotes that do not work ? Makes no sense. I want my money back. 
Regards,
[redacted]

First of all I wanted to sincerely apologize for the misunderstanding here . We will go out of our way to resolve any customer issue . Each company as we know has a different business model . We give value to the customer by giving  LIFE TIME ON PARTS AND UP-TO 7 YEARS ON LABOR . NONE OF THE...

COMPANIES YOU CALLED WILL MATCH THAT VALUE. YOU ARE DEALING WITH A LICENSED ROC COMPANY . MANY OF THE COMPANIES YOU CALLED ARE NOT LICENSED . IN FACT THE OWNER OF THE SPRING KING BRANDON WAS MY EMPLOYEE AND WAS FIRED FOR POOR CUSTOMER SERVICE . HE IS ALSO LISTED AS A SUSPECT FOR THEFT AT MY BUSINESSES LOCATION  IN SCOTTSDALE . THE REPORT IS WITH THE [redacted] . YOU ARE NOT COMPARING APPLES TO APPLES . We are a very respected and reputable company. We do not take advantage of gender or any race . Our prices are fixed and we give the best warranties and have a track record of backing it up . You can not advise me how to price my parts . My manager will get back to you on Tuesday. Monday being a holiday. I assure you we will resolve to your satisfaction .

I spoke with Mr. [redacted] on December 2 regarding the complaint.  We apparently did not inform the customer that she was getting the higher quality springs at a higher price. My technician did explain the total price to her and acquired her signature to do the work.  But I reduced...

the price because I didn't feel that the situation was handled the way in should have.  Mr. [redacted] was agreeable with the solution, I re-invoiced him with a lowered amount, and since he had stopped the payment he said he would send a new check.Our intent is to always do the best job we can for our customers and at the best value..  We do that is practical to have 100% satisfied customers.

Below is our response to this complaint.  First, we’d like to apologize to the customer as this experience didn’t seem to go as we like them to.  Although we do take a “customer is always right” attitude, we need to be able to defend our version of events and to operate as a...

business.  This experience has not been pleasant for us and I would hope the customer recognizes their part in this.  As of yet, they say we failed in every aspect of this job and lied and treated them poorly.  I respond to each point made by the customer in an attempt to address the totality of the customer’s complaint.  Our response follows the [redacted] after the customer statement.My husband ordered a door and when specifically asked if we could change the color after we discussed as a couple, the sales associate said yes, a simple phone call was all they needed to do.   [redacted] The salesman was correct.  Our salesman also told the customer that we would need to confirm any changes via email or letter. We do this to protect both parties from instances like this.When my mother called later that night, [redacted] told her on a recorded line that she could get a new color no problem. They even joked about the poor taste husbands have with design.   [redacted] Actually, our records show that the conversation was centered on a garage door opener.  The customer claimed that our salesman offered an opener at a price substantially below our promotional price.  We tried working with her on pricing, but she kept insisting on the lower price.  Finally, we agreed to a lower price which they agreed to.  It is our policy that we do not process change orders without a signed statement (we accept emails confirming the changes as well).  We do not have an email address for this customer so no emails could be sent to them.  We also cannot find any emails from them.  [redacted] remembers the conversation and her notes support our version. Well the door arrived, in the wrong color. When a call was placed to try to remedy it, [redacted] flat out lied and said she never spoke to me. I asked her and her manager to pull the call. They refused to, even though the consistently announce calls are recorded. That is not our recollection.    [redacted] has spoken to both customers (husband/wife) and the daughter about this situation multiple times.  At the day of install, [redacted] (the general manager) did speak to the customer (mother) and provided two options: 1) to not install the doors and reorder in the color they want (this would be subject to a cancellation/restocking fee given that the originally ordered color was a custom color and is non-returnable) and 2) install the door and then the customer could paint it the color they wanted.  We told them that we did not paint doors and that they could either do it themselves or get a painter.  We also told them that painting the door would be the least expensive option for them.  The customer told us to go ahead and install the door and that they would take care of the color later.  We told them that our options narrow after the door is installed.  Once installed the door cannot be sold as new – it loses approximately 1/3 of its value.  It’s our policy/practice to work with customers when things like this happen.  They now want hundreds of dollars for a re-stocking fee.  [redacted] As the estimate states all cancellations are subject to a 30% restocking fee.  The doors were not refundable (we couldn’t return them).  Just for the record, a 30% restocking fee would only cover about 70% of the price we paid for the doors.I am very upset to be called a liar.    [redacted] We have never called the customer a liar.  In fact, it was them who stated that [redacted] was lying.  It’s very difficult to have two versions of an event that are very different without one party feeling that the other is calling them a liar.  We are extremely sorry if in defending our position the customer felt we were questing their integrity.  We felt the customer questioned our integrity as well.Between myself and my daughter, we called 7 times to speak to the owners, [redacted] and [redacted], and they have not acknowledged our calls or concerns. No one has pulled the phone call, and they refuse to do the right thing.    [redacted] First, the owners have been traveling and unavailable.  The company is well represented by the general manager – who is fully authorized to make decisions on behalf of the company when the owners are not available.  Ron, [redacted] and Tom (another customer service member) all reached out to the customer several times in an attempt to discuss and resolve the situation.  Most of our outbound calls went unanswered and did not allow us to leave a message (it didn’t seem that they had an answering machine). The customer’s position that this is all our fault (which would mean that the salesman, [redacted] and Ron all failed to follow multiple practices and policies) while the customer is 100% correct.  That’s never the real story.  Lastly, our phone recording system only has two incoming calls from this customer – that usually happens when the customer calls from a different number then what they provided us.  Without knowing which phone numbers belong to which client we cannot readily identify which call belongs to which client.  One captured call (from the daughter) is very rude and has several curse words.  Clearly, she was frustrated but that is no excuse to treat customer service staff the way they were treated.  Last point regarding our conversations with the customers, the husband told Ron that he should watch out and that if they didn’t get what they wanted we’d regret it.Lastly, we have tried to do the right thing.  Unfortunately, this customer wants us to take 100% blame and replace the doors they chose, had install and signed for stating that the work was satisfactory.  I should ask, what is the right thing for the customer to do?In an effort to try to resolve this in a fair and equitable way we have the two following offers 1) refund $250 (which should cover about 50% of a painter’s time to paint the doors) or 2) install the new doors in the color they want for $1,100 (total).  In return we would expect that the customer would modify their reviews to state that the company worked with them and brought this situation to a satisfactory conclusion.

Revdex.com spoke to [redacted] today. She stated that the consumer called for a second service call within the 30 days of the first. If this takes place, there is no charge for the second service call. [redacted] will refund the initial service call to make the consumer happy, as it is unclear what she is looking...

for by filing the complaint.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I WOULD APPECT A REFUND OF 120.00 - PLEASE SEND THAT TO MY ADDRESS:
Regards,
[redacted]

Our quotation is very clear and fair as printed on each invoice.  All quotations are clearly printed and presented to the customer for review and initial and signature.  The entire transaction was conducted and signed by MR [redacted]; Mrs. [redacted] was not present, and did not participate in...

any phase of the transaction or negotiation.  Please refer to the invoice and receipt attached where Mr. [redacted] initialed and signed his agreement to the work and that he fully understands the explanation and the total price. There was no escalating of the bill after the fact.  Mr. [redacted] signed the receipt that clearly showed an itemized listing of all charges including the labor.  In addition to the operator, Mr. [redacted] agreed to have his springs replaced with lifetime warranty because the cause of his operator failure was a heavy door with bad springs (see attached safety inspection and signed estimate/invoice).  In short the bill was not deceptive in any way, and did not “escalate” from $600 to $1400.  Since Mrs [redacted] was not involved in the transaction she is not qualified to make this claim. We know of no garage door that costs $300.00 anywhere in the industry and fail to see the relevance of this remark. Lastly please refer to the complaint that [redacted] sent in Monday immediately after her quick same day service which has absolutely no reference to any “unclear and unfair practices at all”, but simply aversion to the price since she later shopped around and found a cheaper price for an opener MINUS INSTALLATION COSTS. This is not a customer service issue at all.  This is clearly a case of [redacted], who was not involved in the transaction, wanting discount and using the Revdex.com as a threat to that end.  We would respectfully request that Revdex.com remove this complaint. As a gesture of good faith we are willing to waive the labor charges of $195.00.

The customer contacted us 4 months after our initial service saying his opener failed.  The original technician was not available, so another technician was sent.  After inspection, he informed the customer the failed item was not covered under our warranty as he had purchased the opener...

from another company. The technician explained to him that we will stand behind the warranty on parts provided by our company.  The technician gave an estimate to replace the belt rail on his opener with a professional grade rail that would be warrantied.  He refused the service and asked to speak with a manager.  In response, Mike R[redacted], a field supervisor, was sent to inspect the work performed and find a resolution. He told Mike our warranty should apply to parts that he had purchased elsewhere.  At this point, no mention was made regarding substandard work on the conversion of the parts we replaced.  The customer then contacted a competitor to compare pricing to repair his opener.  The competitor informed him the work provided by our technician was not correct. In the attached photos provided by the customer you will see the drums themselves are approximately 3” wide, so clearly the spacing of the drums from bearing is exaggerated in his claim.  In regards to the “OP plate” attached to his door, he states the competitor claimed it was installed in the wrong location.  The Wayne Dalton operator attachment bracket is designed to be installed in the center of the top support strut of the door.  It has pre-punched holes so there is no confusion as to where to locate the bracket.  Had it been installed incorrectly, it would have been impossible to connect the door to his opener. We are willing and desirous to resolve this dispute. The components placed on his door, and the workmanship in doing so is correct.  I am not able to defend against competitor opinion.  In show of good faith, we offering a discount of $100 in compensation for his frustration.

I am sorry to say that I am very unhappy with the tone of the response from Precision Door Service. In my report, I stated that they answered the phone "Precision Door".  That is why I questioned them. I said I was trying to contact "[redacted] Overhead Door. They responded by saying it was the same company and they worked for them. I explained my situation and set up an appointment.  In reference to the back up battery. I didn't know if one was installed originally. I did not read my manual as Precision Door suggested because I thought I was dealing with the quality company that installed it in the first place and I was going to let them figure out the problem and fix it.   I checked my original work order after Precision installed (supposedly) the back up battery. The work order said one was installed when the new opener was put in. The code that was disputed was not introduced by me.  The installer told me he had to change the codes in the motor for the new remote to work. I have a masters degree, but no, I am not educated in the field of garage door opener installations. So, I believed him. I only asked him if he could help me to change the security numbers of the key pad entry panel. I had tried before with my sister- in-law's assistance, and the manual, but it didn't work for us.  I did receive a check for $135.94 for the battery that they didn't replace, not to diffuse the situation. I also find it unusual that the installer, whose truck read "Precision Door", also said they worked for [redacted] Overhead Door. I also noticed this company goes under the title of "Buffalo Garage Door" as on the check they sent me and "Precision Door Service of Buffalo" as it appears on their statements. They also have different addresses: 15 Hazelwood Drive Suite 108, Amherst, NY 14228 and 300 Langner Road, Unit 4, West Seneca, New York, 14222.  Regards, [redacted]

Desired Settlement:                        Complete job and find out who in this company would have forged my initials on the contract which is illegal 1.    The job is now complete by anyone's assessment.  Mr [redacted] has everything he asked for whether it was included in the original contract or not.    I attached the original contract, and other documents clearly signed by both [redacted] and J[redacted] evidencing the job complete (Exhibit B,C). Exhibit A,B and C bear the signatures of both [redacted] and his rep??? 2.    The claim of forgery is once again unsubstantiated.   See Exhibits with signatures.  There is no forgery. We have addressed Mr. [redacted]’s desired settlement, and have given him a  refund of over $400 and a 829LM monitor and an 880 motion sensing keypad NOT on his original invoice We regret that [redacted] is insulted and will not recommend us.  Please close this matter as resolved.      for free that were not on his original invoice (Exhibit A)).  . We are truly sorry [redacted] is insulted and will not refer us.  Please mark this matter resolved

I have no proof of what was or was not shown or told to me regarding the estimate for repair of my garage door operator. I do reject any assertions that I was given the opportunity to view any written estimates of repair. I was there. I further stand by my statement that the repair technician told me the estimated cost of repair was $1700. My complaint is not resolved. I regret not researching Precision Door prior to employing them. Had I done that and seen 11 complaints in three years and known of the Dateline NBC program on Precision Door, I would have distanced myself from them.

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.  For your reference, details of the offer I reviewed appear below.
My door was broke before they painted my house.  If he wants to put in a new opener and pay for it that is fine.  However the painters are not responsible for the problem.  Again if he wants to put in a new opener at his expense then tell him to contact me or you and do so.  Thank you
Regards,
[redacted]

Responded the same day identified and fixed the issue quickly - no problems since garage door now runs much quieter and smoother

I am sorry for the confusion. You are absolutely right that you should not have been charged the service fee. We will send you a check for the amount requested plus tax and we will be taking that up with the technician as there seems to be some confusion when customers are offered office coupons....

Our office coupon is $250 for 2 springs installed plus tax. We don't recommend these particular products to customers since they are not a long term solution and will cost you more money in the long run. We do not expect our customers to have enough industry knowledge to make an educated decision on which way is best to fix their garage door. However, we do carry these sub standard parts because other companies will offer them and some customers decide this is what they still want after we show them the difference between these and the better springs that will provide a long term solution. In fact, there are even cheaper options to repair a broken garage door spring like clamping it, but doing things the cheapest is usually never the best option. The garage door industry is mostly unregulated and companies can use whatever products they like, usually resulting in poor products at the customers expense. We believe in educating our customers so they can make the best decision that suites their needs. This is the equivalent of going to an auto mechanic because one of the wheels on your car is making a grinding noise. Using brake dust cleaner or replacing a single brake pad will most likely solve this problem, but the mechanic will tell you that you need brakes and rotors. This is because you need brakes and rotors and lack the industry experience to make the proper decision on your own. Be on the lookout for you check in the mail. It was a pleasure doing business with you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.  The owner of the business did finally issue a check to refund the trip fee.  This was well after they had to send a second technician to fix the work the original tech did, which resulted in a cable being wound incorrectly.  This is why you call a "pro" in the first place.  They acknowledged their mistake and apologized, but I shouldn't have to make a half dozen follow-up calls PLUS have the original work get done incorrectly.   They should have refunded more than the trip fee, after all that. 
Regards,
[redacted]