Precision Door Services

To Whom it may concern,
As previously stated, the door was installed in 2006 and carried a 5 year warranty. As this is 2014 that warranty has expired and does not apply.
Our visit on August 18, 2013 was to replace 2 springs, these 2 springs carry a 5 year warranty. These 2 springs are not in question.
Also, as previously stated, we recommended when we went to the home that the customer replace the door and have the operator serviced. That would be the solution.
The door going up and down by itself is not a problem with the door, it is a problem with the operator. Our technician, myself and the owner of the company have all explained this to the [redacted] on numerous occasions.
This is our second response to this complaint.
Warmest,
[redacted]

Revdex.com:
I have reviewed the offer 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.
The consumer called and stated that she is still not satisfied with the business response. 
Regards,
[redacted]

I feel I have been overcharged with the service that was provided. The technician, Matt, was courteous and knowledgeable about garage doors. However, I felt that he took advantage of my ignorance on garage doors. He knew I was desperate as I could not get my car out of the garage. He quoted me $854 to replace my torsion springs plus $100 for service charge. At first I was shocked that this type of repair was very high. Because my husband was out of town that day, I agreed to go with the repair. After the service was completed, and after payment, I went online and made few calls. I found out that the torsion springs were on the average about $135 (material cost) and to replace it, the cost on average was about $175. Matt charged me $963, to include service charge!! This is outrageous. The tech totally took advantage of me, and my desperation and charged me almost $500 over the norm. My husband came home very late that night. The next day, he called the manager - but of course, she promised to rectify the problem. Up to this date, we received no calls from her. Buyer beware!! This company takes advantage of ignorant consumers like me.

Reliable, dependable, competitive pricing, timely and knowledgeable staff. They fixed our broken springs the same day we called. Very polite and helpful staff. We will definitely use them again!

My wife and I have used Precision door before for various problems. [redacted] came yesterday and resolved the problem. The cost was zero as the door acted like there was a short or some wiring problem. [redacted] took a look made a small adjustment and we discussed the possibility of replacing the door after the first of the year. NO charge and off he went on his next appointment. Precision Door is the BEST.

Precision Door responded right away on the phone and promptly sent a technician to address a problem with the bottom rubber that runs horizontally across the door. It had become compromised and water was getting in when it rained up behind the rubber. My garage door had a design such as that it was not easy to just pull out and replace the rubber; however, the technician went above and beyond to work with my unusual door design and did a beautiful job. The bottom rubber Percision used looks better then the original when my door was installed new six years ago by a different company.. I am very pleased with the professionalism and quality of Precision's services, and I will call them for any future garage door needs I may have.

I have never called a business come promptly the same day I call they said they be there between 2an 4 they were I did not have to wait for parts got my garage fix that day I highly recommend them thank you so much [redacted]

We are an older apartment complex and a unit's garage door was broken Precision was timely and professional. We will call them for all our garage door needs. We are very pleased with them

It was late in the afternoon when I discovered one of the springs on my garage door had broken. I was anxious to have it repaired as we use it often. I checked the internet, found Precision Garage Door and called. I was pleasantly surprised when my call was answered by a person and even more so when they offered to send a repairman the same evening. [redacted] arrived on time, checked every part of the door and opener mechanism. He presented a quote with three options and explained each option. I was impressed with how courteous and efficient [redacted] was. I intend to use Precision Garage Door in future and will recommend them to others.

[redacted] did a great and speedy job repairing my electric garage door. I would recommend him to any of my friends.

[redacted] was courteous, knowledgeable, and a pleasure to work with. He was in/out in an hour and had everything back up and running in no time. Precision Door is lucky to have a great technician like [redacted]. Would highly recommend Precision Door to anyone in the future
JD

Review: Contacted "Precision (Overhead Garage) Door Service" because the steel cable which connects the bottom of the garage door to the torsion spring bar came off of the spindle trolley. I thought that this was as easy job for a "professional" to handle. Instead, they collected their $85 service call fee and only provided an estimate for $999.00 for a garage door overhaul. I was able to fix the problem myself that these Precision "professionals" could not. Their call waiting systems contains a message about their dedication to "family safety", but their business model is based on collecting a high service call fee without doing any work! Precision has no problem of taking advantage of military families who are too busy and have too many demands to fix their garage door problems.Desired Settlement: Refund of $85.00.

Business

Response:

To Whom It May Concern:

[redacted] called our company on Tuesday July 29, 2014 to advise on a recorded line that she had a broken spring and broken cables on her Garage Door. During that call she was made aware that we charge an $85 service fee to get the technician on-site and would also include a 25-point inspection on the door as well as any labor should they choose to have the work performed on their door. We scheduled the call for about an hour later and the technician was dispatched to their home.

The technician arrived at the home and performed the 25-point inspection on the door. He diagnosed that the door was racked, which means the door was off the track. He also noted that the bearings were seizing and the mechanical lift system was worn. [redacted] advised the technician that her husband wasn’t home and she would need to speak with him before any work could be approved. The technician noted on the invoice that he would complete the work the next day and they would not be charged an additional fee for coming out. The customer then signed the invoice and scheduled the appointment for the next day. On July 30, 2014 we received a call that the customer wanted to cancel the appointment. The next day followed suit, another cancellation. They have not called back to reschedule and we have not been back out since the initial inspection on July 29, 2014.

The technician did not simply replace the cables on the door because that would not have made the door work properly and would have been very unsafe.

Attached you will find the signed work order from [redacted] advising the acceptance of work completed.

In closing, Precision Garage Door is a Service company. We dispatch our certified technicians with their trucks stocked to fix any door problems. Our Service Fee is to cover Fuel, General Liability, Labor, Workers Comp, etc. We charge the lowest service fee in Northern Virginia for our industry.

Regards,

Consumer

Response:

I have reviewed the offer 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.

Below is a copy of the correspondence I had with Precision Door Service through [redacted]:

July 29th, 6:09pm (from me to Pecision Door Service)

Your tech left my garage door in worse condition. Did not make attempt to fix the door during service call. Just happened to be in the area and collected the $85 fee without doing a damn thing.

July 30th, 4:08pm (their response)

Hi [redacted] - thank you for letting us know. We see that the your local Precision Door Service was contacted, and a Technician will be out to see you today. -thank you

July 30th, 6:53pm (from me to Precision Door Service)

Got a call this morning that a tech would come by between 3-6pm. I left work early to be at home, but NO tech or NO call!

July 31st, 10:50am (their response)

Hi [redacted] - Thank you for the update. We will be in touch with your local Precision Door Service.

----------------

Precision Door Service collected $85 for doing nothing. They provided my wife with a $999.00 estimate and no other realistic option. On July 30th, they called me at work and told me that they would send a technician between 3-6pm. I made arrangements with my military superiors to leave work early so that I could be home when the Precision Door Service technician arrived. My wife and I were both home during the time that Precision Door Service specified; however, no Precision Door Service ever showed up on July 30th. They indicate that they have telephone recordings of their calls. I challenge them to produce evidence that my wife or I cancelled the July 30th appointment. Precision Door Service's response is grossly inaccurate.

Regards,

Business

Response:

Regarding Revdex.com Case # 10182129

To Whom It May Concern:

On 7/29/14 at 8:10am [redacted] called into our Customer Service Center to schedule a technician to come to her home. She advised on our recorded RCF recorded line that she understood and accepted the $85 Service Fee which we charge for every visit.

Customer States:

July 29th, 6:09pm (from me to Pecision Door Service)

Your tech left my garage door in worse condition. Did not make attempt to fix the door during service call. Just happened to be in the area and collected the $85 fee without doing a *Word Rejected* thing.

Fact: The technician did not touch the door or make any repairs. He simply inspected the door as we do with every home we visit. This inspection is covered in the $85 service fee and was explained at the time the appointment was set. It is our policy that we do not make any repairs or adjustments without the signed approval of the consumer. The technician was not able to do any repairs during the visit because the husband was not home and the wife advised she would need him to approve any work to be done. Our technician advised that he would leave the information for the wife and could come back the next morning to complete the work. The 2nd appointment was booked at that time for the technician to return the next morning (7/30) to complete the repairs. Our technician did not “just happen to be in the area”. In fact, as this was the 1st call of the day, the technician was dispatched from Fredericksburg.

We collected the $85 service fee which included getting a certified technician on-site as well as the 25-point inspection on the door which the technician completed and made recommendations. The customer’s signature on the attached invoice will advise this was completed.

Customer States:

July 30th, 4:08pm (their response)

Hi [redacted] - thank you for letting us know. We see that the your local Precision Door Service was contacted, and a Technician will be out to see you today. -thank you

Fact: This is a computer generated response. We have a Customer Service Center where there are employees answering our phones 24 hours a day 365 days a year. This is the same phone number that the original call was booked on.

Customer States:

July 30th, 6:53pm (from me to Precision Door Service)

Got a call this morning that a tech would come by between 3-6pm. I left work early to be at home, but NO tech or NO call!

Fact: On the morning of 7/30 our office called the customer to confirm the technician would be coming out to perform the work that he recommended the previous evening and that someone would be there to greet him. At that time the customer advised that he did not want the work done that the technician had recommended. He stated that he simply wanted the cables that had fallen off the door put back on. I advised the customer that we could not simply put the cables back on as this would not correct the problem and his door would still be very unsafe. He advised he did not want our technician to perform any of the recommend repairs. His appointment was cancelled at that time.

Customer States:

Precision Door Service collected $85 for doing nothing. They provided my wife with a $999.00 estimate and no other realistic option. On July 30th, they called me at work and told me that they would send a technician between 3-6pm. I made arrangements with my military superiors to leave work early so that I could be home when the Precision Door Service technician arrived. My wife and I were both home during the time that Precision Door Service specified; however, no Precision Door Service ever showed up on July 30th. They indicate that they have telephone recordings of their calls. I challenge them to produce evidence that my wife or I cancelled the July 30th appointment. Precision Door Service's response is grossly inaccurate.

Fact: We went to the home, performed the 25-point inspection and made the recommendations for repairs. This is what is covered in the $85 service fee.

In Closing, If the customer had wanted us to perform the recommended repairs we would have gone out the next morning as planned and repaired the

door. We have given all the facts in both written form with signature and RCF recorded line conversation and are considering this matter closed.

Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint [Precision Door Service has not proposed any action]. For your reference, details of the offer I reviewed appear below.

Precision Door Service states "Fact: The technician did not touch the door or make any repairs."

How did the Precision Door Service employee assess that the "bearings are seizing up" without touching the door? By Precision Door Service's own admission, their technician's evaluation was based on nothing more than speculation used to justify a $999.00 repair quote.

Precision Door Service states "Fact: This is a computer generated response."

Customers do NOT give a damn that a message is "computer generated"! It is a message FROM Precision Door Service. It is YOUR message no matter how it was generated!

Precision Door Service states "Fact: On the morning of 7/30 our office called the customer to confirm the technician would be coming out to perform the work that he recommended the previous evening and that someone would be there to greet him. At that time the customer advised that he did not want the work done that the technician had recommended. He stated that he simply wanted the cables that had fallen off the door put back on. I advised the customer that we could not simply put the cables back on as this would not correct the problem and his door would still be very unsafe. He advised he did not want our technician to

perform any of the recommend repairs. His appointment was cancelled at that time."

FACT: Precision Door Service called me at work on the morning of 7/30 to inform me that they would send a technician back out to my house that day between 3-6pm. We agreed to this. I made arrangements to change my work schedule that day to be home at the specified time period. I WAS AT HOME FROM 3-6pm! The Precision Door Service technician DID NOT ARRIVE AS AGREED that day!

FACT: Precision Door Service's "professional" recommendation was incorrect. Because of their failure and refusal to do the work I requested. I ATTACHED THE GARAGE DOOR CABLE MYSELF! MY GARAGE DOOR IS WORKING, BETTER THAN BEFORE!

Regards,

Review: [redacted], [redacted], installed my garage door in 2006. The door came with a 10 year warranty.

[redacted], [redacted], installed my garage door in 2006. The door came with a 10 year warranty. The company is refusing to honor the warranty. I have had several problems with the door over the years. Problem 1: the door going up by itself. Their serviceman has not been able to find the solution to the problem. Problem 2: The door would not go up using the remote. Solution: The serviceman replaced the springs in the door. Each time I paid a service charge. After all the cold weather this year, the door began to malfunction again. The door was going up by itself, again. One day in late January 2013, I arrived home; let the garage door up; as I was backing my car into the garage the garage door came down on top of my car and broke the antenna off. We scheduled a service call; the service call was scheduled for 2-4 PM; the serviceman arrived around 8:30 PM. He said, the door look to have been ran into and the company would not honor our warranty. The door has not been run into; the marks on the door are from the antenna. My husband and I tried several times to reach the Fredericksburg manager or owner without success to resolve this issue. He has refused to return our calls. I talked to a store representative (Tina). She asked that I email her pictures. I have sent pictures of the outside of the door, inside, and of my car to both [redacted] and [redacted]. They refuse to return our calls or answer my emails. Please Help!!!Desired Settlement: Garage door replacement.

Business

Response:

Hi [redacted] - The reason this has not already been addressed is that the company listed on the complaint is not correct. We are not [redacted], We are Precision Door Service located at [redacted], [redacted].

We sold the door on April 7, 2006. Invoice #[redacted]

We installed the door on May 12, 2006. Invoice #[redacted]

On May 6, 2010 the customer called because the door was reversing on its own. When we got to the home we could not duplicate the problem and explained to the customer that the RCF frequencies which are used by the local military base can and do often interfere with [redacted]. Invoice #[redacted]

On August 18, 2013 the Customer called to advise their garage door would not open. Our technician inspected the door and found they had a broken Torsion spring. The technician recommended they replace the spring and they complied. Invoice #[redacted]

On January 31, 2013 the Customer called to advise her door was reversing. Upon inspection, the evaluation made by the technician was “door was hit by car at some point bowing the sections making the lift handle trip the safety eyes on the operator”. The technicians recommendation at that time states “replace the damaged door and recalibrate the operator” Invoice #[redacted]

In the complaint, the customer states that she was given a 10 year warranty. The Manufacturer of the door provides a 1 year warranty on the mechanical lift system as well as a 10 year warranty on the exterior paint finish. Precision Door offers a 1 year warranty on labor of the installation only.

The customer stated again in her Revdex.com complaint that the door raised up on it’s own. As we’ve explained to the customer numerous times, this can sometimes happen as we’re located very close to a Military Base. The reason that this happens is that the local military bases use the same RCF frequencies. Another cause for this could be that the customer has misaligned her safety eyes.

On January 31, 2014 the customer called our office again regarding her door reversing on its own. We again sent out a technician to inspect door that customer stated came down on their car. Unfortunately when you utilize an electric operator to assist the movement of the garage door you have to wait until the door has completely either opened or closed.

On February 9, 2014 the customer emailed pictures which were taken of the door from the inside and the outside and it appears that it has come in contact with a vehicle. As stated previously, any RCF interference from outside sources can and will remotely signal the operator to move the door up and down. That is why it is imperative that the customer ensures the door is completely open or closed before attempting to pull the vehicle in or out of the garage.

In closing, it is the sole responsible of the Homeowner to ensure the garage door is completely open and it’s cycle has stopped before attempting to pull a vehicle either in or out of the garage.

Warmest,

Consumer

Response:

I have reviewed the offer 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.

The consumer called and stated that there has been no communication from the business and no solution to the garage door problem. The consumer was backing her car into the garage when the door came down and knocked their antenna off. They are not looking for the company to pay or replace anything with their antenna but to come up with a solution for their garage door. There is a 5 year warranty on the door.

Regards,

Business

Response:

To Whom it may concern,

As previously stated, the door was installed in 2006 and carried a 5 year warranty. As this is 2014 that warranty has expired and does not apply.

Our visit on August 18, 2013 was to replace 2 springs, these 2 springs carry a 5 year warranty. These 2 springs are not in question.

Also, as previously stated, we recommended when we went to the home that the customer replace the door and have the operator serviced. That would be the solution.

The door going up and down by itself is not a problem with the door, it is a problem with the operator. Our technician, myself and the owner of the company have all explained this to the [redacted] on numerous occasions.

This is our second response to this complaint.

Warmest,

Consumer

Response:

I have reviewed the offer 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.

The consumer called and stated that she is still not satisfied with the business response.

Regards,

Review: I called Precision Garage Doors of Northern Virginia on Thursday, September 11, 2014 regarding my garage door which was not functioning. They scheduled a technician to come out the same day and told me there would be an $85 service charge. Upon arrival, the technician diagnosed the garage door and decided that we needed a new garage door. When I asked him how long it would take to get the garage door, he said it would be two weeks. When I said that we couldn't wait that long, he said he could fix the problem by installing two new springs above the door for a total cost of the day at $447.00.

I told him to go ahead and replace the springs, that way we could at least get the door functioning while we decided what to do about replacing the garage door. The technician filled out the invoice/contract and had me sign it before beginning work. After installing the springs, the technician tried to get the door to open. When the door did not open, the technician then decided that the door was too damaged and changed his story to say that the door was unsafe to use in any way. When I asked him if I had just paid $447 for nothing, he literally laughed and said yes, but he'd take $100 off the price of the new door for me. He asked for the invoice back so that he could write that they would take $100 off the price of the new door. Instead of writing that on the invoice, he wrote comments about the door being unsafe, changing the invoice which had already been signed.

When the technician left, I called my husband and described the situation. Needless to say, my husband was very unhappy with paying $447 only to not have a functioning garage door. He called the office immediately and left a message. They didn't call back. The next morning, he started calling them again. That's when the lies started. They accused me of knowing from the start that garage door was not going to work and choosing to have the springs installed anyway, saying they had a signed invoice that proves it. They also said that the technician offered to take the springs off and implied that the technician tried to give me a refund when the door didn't work. In the process of trying to cover up their own actions, they chose to trash me to my husband instead of taking responsibility for their actions. My husband, realizing that he was getting nowhere with them, called a different contractor to come out and take a look at the garage door.

I called the office and talked to the manager to see if she would give me the same story. She again accused me of knowing what I was getting into and choosing the springs anyway. I asked her point blank numerous times if she honestly thought that I would've chosen to throw away $447 dollars on something I had been told wouldn't work. She maintained that I did. I also asked her if she honestly believed I would have refused a refund on something that didn't work and asked her if a refund was still an option. She said that it was not an option. I told her that I was going to have another contractor come out to look at the garage door and that if he could fix the garage door that I was going to have no choice but to file a Revdex.com complaint, but that I would give her one last opportunity to make things right first.

The new contractor arrived, saw immediately what was wrong with the door, and while he agreed that we needed a new one, he was able to get the garage door functioning for me with no problem. When I told him how much we had paid for the springs, he was appalled. His normal charge for the same springs is about half. He was also able to come out the next day to give me a new garage door at $700 off the price that was quoted to me by Precision Garage Doors for the same exact door.

I called the manager at Precision Garage Doors to let her know that not only was my garage door functioning but that we were getting the new door from the other company the next day at $700 cheaper. I offered again to give her one last chance to make this right, and she refused saying that she would contact the technician and get back to me on Saturday, September 13, 2014. It is now September 15, 2014 and I have not heard back from Precision Garage Doors.Desired Settlement: As Precision Garage Doors did not properly diagnose the problem, then sold me parts that didn't fix the problem, and then changed the invoice that had already been signed, I would like a refund of $362. I dispute all of the charges of the day ($447) except the $85 service fee. I have the springs that they sold me and I will return them to Precision Garage Doors if they agree to give me a refund.

Business

Response:

Revdex.com Complaint # [redacted]

To Whom It May Concern:

On 9/11/14 @ 11:22am we received a call from [redacted] on our recorded RCF line requesting a technician come to her home because of a broken spring on her garage door which would not open and her car was trapped inside.

On 9/11/14 @ 12:10pm our technician went to the home of [redacted] as scheduled.

Upon arrival, the technician completed a 25-point inspection on the door and recommended they purchase a new door as their current sections are cracked, warped and weathered.

The customer advised that she did not want to purchase a new door at this time but wanted the springs replaced so that she could still use the door in the meantime as her car was trapped inside the garage.

The technician never recommended new springs on the garage door as the door needed to be replaced and that would only be a band-aid (temporary) repair. The technician noted on the invoice (Invoice #[redacted], attached) that this would not fix their door and that their door was still unsafe to use in any way and would need to be replaced.

The technician replaced both of the springs on the door at the customer’s request; advising the customer again that this is only a band-aid repair to open the door if absolutely necessary. The technician also noted on the customers invoice that the door is still unsafe to use. He disengaged the operator so that no further damage was done to their door and left them with an estimate for a new garage door.

On the morning of 9/12/14 [redacted] called our technician advising that he did not think he needed a new door and that the technician misdiagnosed the problem. He called again later in the morning and spoke to the manager and advised he wanted us to pay for him to have a 2nd opinion. We advised him that is not our policy and the diagnosis from our certified technician stands. The door needs to be replaced; the springs are only offering a temporary solution to open the door.

Later in the day, at 12:04pm [redacted] called the office to advise she wanted a refund of the cost of the springs and that she was going to have another company come out in the afternoon to give a correct diagnosis. She was again told that our diagnosis stands.

[redacted] called our customer service center back at 2:02pm and spoke with [redacted] advising that another company had come out she now had a functional door. She advised that she wanted a call back.

At 2:15pm the manager returned the call and [redacted] advised that she had purchased a new door from the other company as we had recommended.

She advised that since we would not refund her the cost of the springs she would have no choice but to leave bad reviews for us as well as a Revdex.com complaint. It was then explained to her again, on a recorded line, that we would credit the cost of the springs to the replacement of the door if she chose to have us do so.

We have made multiple attempts to satisfy the customer. At the time of the visit, the technician recommended that they not choose the springs but to instead order a new door. The customer chose to have the springs installed knowing that this was a temporary fix to open the door and the door would still need to be replaced even though she didn’t want to do it this day. We have also offered to replace the door and credit the cost of the springs to the door price even though this means that the inventory would not be able to be used again and would be a waste to our business.

Our invoice is very detailed so that the consumer has all the information they need to make informed decisions regarding their garage door.

I sincerely hope that this has answered any and all questions that you may have. Attached you will find the invoice which is required to be signed by the customer before any work is done.

Regards,

Precision Door

Consumer

Response:

I have reviewed the offer 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.

The reply contains no offer at all, just more attempts to blame me. The company seems to willfully misunderstand that they changed the invoice after I signed it. Then they claim that I had all the information required to make the decision from the start. This is shady business to say the least.

They also claim that they have made multiple attempts to satisfy me, but can cite only one. They say that, in their attempt to satisfy me, if I chose to get the garage door from them, they would credit the cost of the springs towards to door, taking just over $300 off the cost of the door. Of course, I would also have to be willing to wait two weeks to have the door installed. What I got was the same exact door, for $700 cheaper than the price they quoted, installed the very next day from another company. I am at a loss as to how this can be construed in any way as an attempt to satisfy me. If I had taken them up on their "offer" I would be out an additional $400!

I am not interested in hearing anything further from this company unless and until they can make a legitimate offer. If they cannot be bothered, then they don't need to waste any more of my time; however, if that is the case, the company should have a negative mark on their record with the Revdex.com so that other consumers may have the information they need to make an informed decision before they find themselves with a big hole in their wallet and nothing to show for it.

Regards,

I feel I have been overcharged with the service that was provided. The technician, Matt, was courteous and knowledgeable about garage doors. However, I felt that he took advantage of my ignorance on garage doors. He knew I was desperate as I could not get my car out of the garage. He quoted me $854 to replace my torsion springs plus $100 for service charge. At first I was shocked that this type of repair was very high. Because my husband was out of town that day, I agreed to go with the repair. After the service was completed, and after payment, I went online and made few calls. I found out that the torsion springs were on the average about $135 (material cost) and to replace it, the cost on average was about $175. Matt charged me $963, to include service charge!! This is outrageous. The tech totally took advantage of me, and my desperation and charged me almost $500 over the norm. My husband came home very late that night. The next day, he called the manager - but of course, she promised to rectify the problem. Up to this date, we received no calls from her. Buyer beware!! This company takes advantage of ignorant consumers like me.

Review: I requested the company to come and fix my garage door that was opening, but it was not closing without continuously pressing the button. It would flash the safety lights when the close button was pressed once. I had to press the close button for it to close. The technician came out and told me the problem was the lights that detected objects that prevented the garage door from closing were not aligned. The issue was not occurring at the time of the technician's visit. He indicated he knew what the problem was but did not fix it. I paid a $125 fee and he left.Desired Settlement: The issue resurfaced again and I called the company and requested that I would pay for them to fix the problem, but not for a visit without service. I requested credit for the prior visit since nothing was fixed or replaced, and the technician was in my garage for about 10 minutes. I was informed that they would NOT honor the prior visit charge and would charge me again $125 just for the visit. I want them to come out and fix the garage closing issue and then I will pay them for fixing it, but I don't want to pay for no service. These are nefarious business practices that companies have to charge for a visit and no service. I paid

Business

Response:

Mr.[redacted], We charge a Service Fee to come to your home which covers a 25-point inspection onyour door and opener and also covers all the labor should you choose to haveany repairs done on this day.We apologize that you are disappointed in your experience and would like to offera solution.If your safety sensors are still a concern, we recommend again that you have themreplaced ($136.95) as well as install the Surge Protector ($25) that thetechnician previously recommended.Because we want you to be happy with your service, we have made a note on youraccount to waive the Service Fee of $125 on your next visit. Please call540-310-4710 to schedule your appointment. Thanks,Management

Consumer

Response:

I have reviewed the offer and/or 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.

I already hired another vendor that resolved the sensor problem. I had used Precision last year when they fixed my garage door. I called them again and thought I was their customer. I was treated like nothing by the manager that handled my call and all she had to offer was to cancel my appointment when I informed her that the issue continued. Now they respond to the Revdex.com with a lie stating that they did an inspection. I don't want to work with a company with no concern for the customers other than to take the money. I want a refund to my credit card. Just the fact that I have to go to the Revdex.com for a resolution says a lot of the company for a $125 bill. They lied, they did NOT inspect my garage door during this visit and their managers appear to have specific instructions that only benefit the company (short term). The technician just looked at the sensor and nothing more. I would appreciate my money be refunded to my credit card so I can end this transaction properly.

Regards,

Review: The company was called to fix a garage door issue. They came out and charged an unreasonable amount to do 2 minutes worth of work. I asked direct questions about pricing for products and was told on more than one occasion that I couldn't find the product they provided, hence I paid them to have it done. Come to find out that the products are available everywhere and more than 70% less the cost. I find their practices to be unethical. I was completely misled, and price gouged because I am not in the garage business, and I believe with precision they use that against their customers. All of which I take as completely unethical and unfair. Truly disappointed with the service, and I will do everything in my power to ensure I complain to anyone that will hear that this company is unethical an their practices are unfair.Desired Settlement: I would like a refund for exorbitant price I was charged for various products that were installed. Some of which are still in bags. I attempted to contact their management team to express my displeasure and see what could be resolved. The manager was extremely rude, loud, and combative. I find that to be very unprofessional. I am in sales, and I know that the customer is ALWAYS right. Precision needs to take that into consideration with their customers. They are a total RIP-OFF, unprofessional, and RUDE! Truly disappointed and angered by the results of Precision.

Business

Response:

To Whom It May Concern:

We received a call from [redacted] on our recorded RCF line on 9/18/14 requesting service to his garage door. His appointment was scheduled for the next afternoon; 3pm-6pm.

At 2:30 on the afternoon of 9/19 we attempted multiple times to contact [redacted] as it is our policy that we do not dispatch our technician until we’re able to ensure someone will be home to greet the technician. We were never able to get in touch with [redacted] and cancelled the appointment; leaving him a message to return our call to reschedule the technician.

On 9/19 at 4:10pm we received a call from [redacted] advising that he had missed his window and wanted to reschedule. At this time his appointment was rescheduled for 9/20 between 2pm – 5pm.

On 9/20 our technician arrived at [redacted] residence to perform the services requested. The 25-point inspection was done. Upon completion of the inspection, [redacted] advised that he did not want to have the recommended service completed; he only wanted to purchase a keypad, 2 remotes and a surge protector. At that time [redacted] accepted the proposed service/prices, signed the invoice (#[redacted], attached) and the technician installed the keypad and surge protector as well as programmed the remotes. [redacted] provided the technician with payment via check # [redacted] in the amount of $390.95.

Later in the same day [redacted] called the technician to advise he had put a stop payment on the check he had written to pay for the services and advised that he was able to find similar parts for a cheaper price at [redacted]. Our technician advised [redacted] that as our parts are not builder grade, they are not available in retail stores and are non-refundable. Precision Door Service is a company that provides an in-home service and evaluation which the customer requests. Part of that is for us to go to the home which incurs labor and fuel charges. We are not in the business of providing the same costs as a retail store.

[redacted] then wanted to speak to a manager.

On 9/24 the owner submitted by [redacted] Service Certified Mail, a letter stating that [redacted] had 5 days to honor his payment or legal actions would be necessary. ($6.49 postage fee) See attached.

The manager called [redacted] on 9/27 and explained the invoice and our parts costs to him. At this point [redacted] acknowledged that he understood the charges and paid the balance of the invoice via credit card over the phone to the manager. This was only the cost of service call ($390.95); not the fee the bank charged due to the stop payment on the original service date.

A discount has already been given to the customer in the form of the bank fee equaling $25.00 and the postage for the Certified Letter equaling $6.49. We have considered this matter closed. Attached you will find the Work Order signed by [redacted] as well as the correspondence from him.

Warmest Regards,

Consumer

Response:

I have reviewed the offer 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.

I am not satisfied with the companies response on offer. I believe I was taken advantage of and ripped off. Period! Dishonest and disappointing experience to say the least. I am from a school where the customer is always right. This companies associates are rude, and their pricing and service absolutely lacking.

Regards,

Review: Company is very deceptive. I wrote the following review directly on their website, and gave it a one star rating (lowest possible). Their website still shows 98% of all ratings are 5 star in the reviews and no 1 or two star reviews ever. The deception continues with their pricing and quality claims. Repaired broken torsion bar on garage door. See below for details. Beware! Company was very deceptive. Both in Price (charged for two springs at same $185 rate) and greatly overstated their quality (number of cycles the torsions springs are rated to perform). First, representative on phone said their torsion springs are tested and rated for 64K cycles, which are much better than the standard rated for 16K - 18K cycles, so up to 4 times better. The price of the repair was to be $85 for the service call with no additional labor charge and then between $103 and $185 for the spring. I had one spring on a two-car 7' tall garage door that lasted 4 years. The Service Technician, [redacted] was nice and I enjoyed talking with him, but he stated before starting that their springs were better quality than the typical builder grade materials put in and would last up to 18 - 20K cycles compared to 10K. I told him about the claim of up to 64K cycles and he said he did not know where that came from, that exceeds the best in the industry at 56K. Then he said he did not have the exact spring I had on my door to replace it, but could order it and it would be the same cost as two that he had on his truck. He said the price of the spring was $185, confirming my standard residential two-car garage door required the top of the line spring at the high end of the estimate range. So I agreed to him installing the two springs instead of one for the $185 price. He finished and presented the receipt, which stated that I owed $185 for EACH spring, so a total of $370 for parts and the $85 service call. He allowed a 5% military discount on the parts. His final bill was $436.50 while I was expecting about $250, no more than $270 quoted. He said if I would not pay for the two springs at $185 EACH, then he would have to take them off and only charge the $85 and leave me with a broken door. I told him OK, I don't like you misleading me to believe it was one price and then doubling it. I tried my best to get him to wave the second spring price and I'd pay $270, went to $300 and he kept saying he would have to take them off and could not do it. I asked him to call the [redacted], explain the misunderstanding and get him to allow the charge for only one spring. He told me he already knew what the [redacted] would say, which is give me a slight discount down to $386, but still pay for the two springs or remove them. I watched him install the spring, realized it wasn't that hard, so I told him I would go to [redacted] and buy a spring and do it myself. He then stated that you cannot buy torsion springs at any local retailer; I found them on line for $50 - $60 each. I ended up paying $386, over $115 more than I expected to get him to leave the torsion bars on, so I would not have to go back to a door that did not operate and waste more time and money getting someone else out to fix it or order parts online and wait days to have it working. Intentionally deceptive practice of stating one price for repairing your broken one spring door with two and then charging double is not right and the company should be ashamed. If there is any misunderstanding, what ever happened to “We will make it right with the customer”?Desired Settlement: Refund $116 minimum - $136 to my credit card as they misled me on price and vastly over stated their quality, which was THE only reason I initially selected this company thinking I would pay a little extra for the superior product they touted, versus another local company quoted complete job for $195. Also want the Revdex.com to monitor this company’s website for deceptive marketing with only allowing high ratings to show, and their quality and pricing practices in the future.

Business

Response:

[redacted]

This in regards to a complaint Revdex.com # [redacted]. After listening to the (recorded) call at the time of booking the service call and looking at the( signed) invoice from 1/7/2014 this is the conclusion. The representative at our CSR department made mention of the range of the life cycles of our springs from 11,000 to 64,000 cycles depending upon what spring is used. This would be based upon size and weight of door which could only be determined by the technician on site. Builder grade doors are manufactured to save costs thats why 1 oversized spring is normally used then when it comes time to replace the spring that spring would have to be ordered or a pair of springs can be used to properly counter-balance the mechanical lift system which the customer has the right to either order the custom sized spring or go to a conversion of two springs. That is the decision the customer made at the time of service call ( we only make the recommendation and the customer accepts or declines. The cycle for that exact spring for that counter-balanced weight is 30k .The CSR representative stated the costs of the spring range of the 103 - 188 per spring. Since the technician informed the customer of ordering 1 spring or going with a 2 spring system why would the business accept the responsibility of buying the other spring ( thats why the customer is made aware of the inspection and the evaluation and a recommended solution before we ever repair door. The technician was told to repair the door then told that the invoice would not be paid so then we have to make the customer aware that the parts that is not wanted have to be removed. Unfortunately were not in the business of giving material away or misleading the customer in anyway thats why we have a written work order agreement that specifies all these items. As to buying items online or DYI or the costs that is no direct relation to the cost of doing business.