Precision Garage Doors and Gates, Inc.

To whom it may concern, I received your correspondence dated January 20, 2017. Please see our timeline below, 10/21/2016 - Went out for a gate service call. Were told, "the gate was stuck open and the chain was bound up." The technician said that the chain was too lose and overloaded the...

motor. He tightened and lubed the chain, and recommended to Mrs. [redacted] that the chain should be replaced. (See service call form attached) Mrs. [redacted] paid the gate service call fee of $125 with check #4705. The gate was working properly. 11/19/2016 - Went out for a gate service call. Were told, "The gate is stuck open, bring a new board, because that's what I was told it was." The technician, after diagnosing, found the receiver laying in water on the ground. He rewired the receiver. Another gate company had already been out and installed a new circuit board. The gate was working properly when the technician left. Ms, [redacted] paid the gate service call lee of $125 by credit card. There were a few other occasions that we went out because Mrs. [redacted] was upset , and didn't charge her. Her husband has Alzheimer's and she couldn't get out of the gate. On December 14th, the technician drove from Yucca Valley back down to Thousand Palms at the end of his [redacted] to help her, and one was on a weekend. She called back and said the gate was not working again. The only thing left at that point to change out was the actual gate motor. We told her the cost would be $625. The breakdown was 5125 for the service call fee to install and $500 for the new Elite 1/2 hp motor. Because of all of the times we had been out, the technician gave her a discount of $100 on the gate opener. The bill was now $525. 12/2/2016 - Went out and installed the new motor. The gate was working properly. 12/16/2016 - Went out because Mrs. [redacted] said the gate would not open. The technician said it could be a lose wire and said she could try calling a technician to see if that was the case. 1/16/2016 - The owner, John [redacted] went to Mrs. [redacted]'s residence to see if he could solve the problem for her and was told. she had another company fix it. The secretary called for payment on the outstanding invoice and Mrs. [redacted] told her she would only pay for half of the "motor" cost. The secretary explained that if she was insisting on only paying half, that it would need to be on the full rate, not the "discounted rate", (Which was $625) The secretary inadvertently put $650 on the invoice instead of 5625. We received a check #4766 in the mail from Mrs. [redacted] for $162.50. As with most service businesses, diagnosing the problem is sometimes a process of elimination. This was the case with Mrs. [redacted]. We would never take advantage of our customers and did everything we could to help Mrs. [redacted] with her situation. We did not charge her for many times that we went out, nor did we charge for after hour or weekend calls. Our company strives to provide exemplary customer service 100% of the time, and obviously for Mrs. [redacted], we fell short. For that, I apologize. We will accept the payment of $162.50 and close out Mrs. [redacted]'s invoice and account. Please let us know if you need any further information. Sincerely, John & Lisa [redacted] Owners - Precision Garage Doors & Gates, Inc.