Precision Overhead Garage Door Service

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 Regards, [redacted] ***

Cstated by the Business In a phone conversation with the company the Company agreed to reimburse the consumer $ ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10139316, and find that this resolution is satisfactory to me I have received the agreed upon settlement check from Precision Doors Thanks for your help Regards, [redacted]

We e-mailed him a detailed invoice and also mailed him a hard copy of the invoice

Complaint: [redacted] I am rejecting this response because: The business did not address the pricing issue of the complaint fully If I accept the response that each spring cost $( which is at the very top of the price range quoted and we have a very standard-size garage door), again accepting that high quote of $X = $280.00, that leaves a $difference in the bill After extensive research online, I have found that the cost of a plastic bushing ranges between $2.00-$and end bearings ( whether they are right or left) range between $19.00-$If I give the business the highest cost AND a 200% mathe cost comes to $which is $less than they chargedThus my request for $credit to my charge cardAgain, in the cost of the end bearing and plastic bushing no Additional fee is needed for transportation, service charge, etc...since they were already there to fix the spring A true classic case of bait & switch against older Senior citizens There really is no other honest response from the business other than the credit to the account; and, hopefully a conviction that they will no longer take advantage of Senior citizens Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10108011, and find that this resolution is satisfactory to me Regards, [redacted]

We are refunding his depositHe is fine with this

Customer has been removed from the mailing list Our apologies for the inconvenience

The customer called us out to her home the morning of 11/15/We arrived between 8am and 815amAfter our inspection of her door, it was obvious that her door either needed to be replaced or a complete rebuildThis was all documented on our safety inspection for the customerWhen we presented the customer her options, she told our technician that she just wanted the door to be level because she was selling her house and she would leave any major repairs to the new homeownerThe customer also stated that another company had already told her she needed a new door and they would replace it for dollarsThe conversation from this point was brief and cut short because the customer stated she needed to leave due to her son having a doctor's appointmentThe technician did what she asked, and got her door levelWe collected our fee of and the door was working when the technician left her homeIt's stated in her invoice that she was made aware that there was no warranty on any service we provided because she did not accept our recommendation to replace the doorLater in the day, the customer called to say her door had quit workingShe spoke with our technician directlyThe technician explained to her that his schedule was full for the remainder of the day, but he would definitely make time to come back and take another look for herAt no time did the technician tell her he would be at her home at He explained that he would need to run his next call and then call her to give her an etaThe technician was scheduled miles away at another call at that timeAround 215, the customer tried calling the technician again, but he did not answer because he was in another customers garage repairing their doorOur technicians are told to not use phones while working due to the number of garage door parts that are under spring tension and could cause serious injuryWhen the customer was not able to reach the technician, she called our customer service centerShe stated that the technician was supposed to be at her home and he's not answering her callsThe CSC rep then tried to reach the technician but was not able to as well, again, due to being in a garage workingThe rep then called the Operations ManagerOur manager stated he would get a hold of the technician and that he or the technician would call the customer right awayOnce the manager was able to reach the technician, the technician was made aware of the situationThe technician offered to call the customer right awayWhen the technician spoke with the customer, he explained that he never gave her an exact time that he would returnHe stated again that he had told her earlier that he had a full schedule the rest of the day, but he would let her know once he finished his 2pm job, he would call her to give an etaAt no time was she called a liarAll of the calls with this customer are recordedThe technician did say he didn't notice a call from her, but told the customer he believed herThe customer continued to accuse the technician of calling her a liar, which is not accurateThe customer then stated that he needs to be at her home by 4pm because she is trying to sell her house and someone was coming to look at itThe technician told the customer that even if he left where he was right now, he would not make it by 4pmThis really upset the customer, and would not let the technician get another word inHis last words to her were that he would have a manager call her and take care of the issueThe technician immediately call the manager and updated him on the situationWhile on the phone with the technician, the manage received a call from our CSC stating they had the customer on the phoneThe manager then spoke with the customer directlyThe customer relayed her version of what happened to the managerShe was upset that the technician had not answered her multiple phone calls and was supposed to come back at He explained again to her that he did not answer because he was working with his 2pm customerOur manager also stated to her that he was surprised that the technician would tell her he would return knowing he has multiple jobs scheduled at 2pm and 4pmHe never once called her a liarHe did state that he has no reason to not believe his technician and will take his word, until proven otherwiseHe also stated that by no means does that mean he thought she was lyingAfter a few more minutes of her talking and not allowing a response, our manager stated that unfortunately, no matter what happened, it doesn't change the fact that we would not be able to get to her home by 4pmAt no time did any employee tell her that we would not returnOur manager told her we would come back same day, we just couldn't be there right awayHe then told her that unfortunately she was not our only customer that day, and we would get to her as soon as we couldThe customer then got really upset at that comment and tried to make a nonsensical comparison between garage door repair and a person having a heart attackOur manager then preceded to tell the customer that we had told her what she needed to do to properly repair/replace her door, and she declinedShe was aware that she had no warrantyThe customer stated that she wanted to speak with our manager's supervisor, to which he explained that his only superior was the owner, who is not a part of the day to day operations, and that she was speaking with the proper authority with our companyThe customer was not happy with any of his answersOnce our manager realized he was not going to be able to reason with the customer, he said that he was ending the phone call and requested that she not call backImmediately after, our manager voided her credit card transaction of Since we voided it the same day, she would never actually see a charge from usOver the next few hours, the customer called multiple times on multiple lines and refused to hang upShe had more than one of our lines tied up for hoursWe eventually had to block her numbersWe then had to block her on our live chat, and Facebook page because she would not stop harassing usThe last contact we had with her was an email from our managerHe stated that we had voided her credit card transaction and that she would not be charged by our companyHe also stated please do not attempt to contact our company by phone, email, live chat, or our technician directlyAfter this point, we would consider any further contact harassment and we would contact the proper authoritiesEvery conversation with this customer is recordedAll of the calls have been reviewed by management as well as ownershipWe have determined that the customer was never threatened or ever once called a liarShe was not charged the 130.00, so her dispute for the amount is voidOur manager made the decision that we would not return to this customers house due to her erratic behavior and did not want any employee to be put in a situation like thisAs far as we are concerned, this matter has been resolved

Complaint: I am rejecting this response because: I have not received the check as promised on the phone on 9/ Therefore, the issue is not resolved I don't understand why you are closing my casePlease inform the company to mail the check as promised Regards, A [redacted]

Initial Business Response /* (1000, 5, 2016/03/23) */
Our call representative, who booked an appointment for the customer, added the ad code information (AD$) that the customer mentionedI also, pulled the recording of the call and listened to the customer mention the ad code
Our advertising code: AD$ is from our Ads Worth Coupon
I pulled up our Ads Worth coupons from January until March All coupons state "Free Service Call, when you present this coupon, with repair of $95.00/$or more"
I called the customer to verify the coupon he mentioned "Free Service for $Service"The customer refused to give me any information about where he may have seen this coupon
I looked into all of our other advertisements and we DO NOT have a coupon for " Free Service For $Service"
We DO have coupons for " Free Service Call with repair of $95.00/$or more" & Also "$Service Call, when you mention this ad code" Our Service Call Charge is regularly $
The customer was charge $(Service Call Charge) & (Sur-Charge)Total Amount $
The customer did not have $or more in repairs to his garage door or operator to receive a " Free Service Call" The customer also, did not mention our $Service Call Special" to receive a lower Service Call" charge
We always honor our coupons!!! All our record's indicate we do not have a coupon offer for "Free Service" for $Service We will honor the coupon if proved it is in fact ours and for the amount the customer stated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be
satisfactory to me. In discussion with the owner I found him to be reasonable and someone who was genuinely concerned about the quality of his service and the impression it leaves on customersThe promised resolution has been received and I consider this matter closed to my full satisfactionAs a result of our discussion I believe that the employees involved will be counseled so as to bring their understanding of company policy in line with that of the ownerRegards,
*** ***

Complaint # *** ***, *** Mrs*** states that we quoted $89-per spring, this is correct. That is our range for springs. The problem is that when we answer the phone we don’t know what the situation is, we have to be general, we do not know how many springs there
are, what the size of the door is or what else could be going on with the door. The ***s needed two springs that were each. Once we inspected the door we found there was a plastic bushing, which also needed to be replaced because it would cause issues with the torsion tube turning with the springs as the door raises and lowers. That was what was agreed upon to replace. As our technician was replacing these parts he found that the end bearings were bleeding and not turning well, he took this part down and showed Mr*** the issue. Mr*** told him to replace them and thanked him for showing it to him. If they had not been replaced the tube, again wouldn’t turn well and could make much more damage happen if one of the bearings seized up, i.ea door could become mis-alignedThe total of the bill came to $557.53, not $602.00. Our technician gave a discount and tried to fix the door within the budget and for the longest lasting fix. There was no bait and switch. Other components were failing on the door and the customer was educated and physically shown the problem. We strive, as a company, to fix a door correctly, this means a technician must see the situation as a whole and give recommendations. The springs were within the range Mrs*** was given over the phone, there were other parts that were replaced and replaced because Mr*** decided to replace themWe are apologetic that Mrs*** feels this way, but if we had not replaced the end bearing plates and two weeks later the door became crooked, how mad would she be? We are a company that looks at the garage door as a whole moving wall, and all the components matter, not just the springs. The components must work in harmony with each other. We stand behind our work, giving a year warranty on the springs that were replaced. We presented the problems and Mr*** approved the extra parts

The customer was contacted and the situation reviewed. The $was refunded to the customer and the employee involved has been counseled

Business responded to complaint:In regards to the complaint filed by Mr*** *** *** ** *** *** **, the matter was resolved with the customer and he was issued a refund of his service call fee of $65.Please let me know should you need any further
information. Sincerely, Jennifer S*Office AdministratorPrecision Door of Cleveland216-663-phone

[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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Complaint:
I am rejecting this response because: As of this date of 3-9-I have not received promised
refund
Regards,
*** ***

Responded to customers concern about his warrantyWe made him aware of his warranty and are sending him his warranty todayHe was okay with this

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10757937, and find that this resolution is satisfactory to me
Regards,
*** ***

The job was unfortunately delayed to an employee personal emergency. The garage door has now been repaired, and new weather seal will be installed at no cost. Thank you