Precision Overhead Garage Door Service

Complaint # [redacted] Customer: [redacted]   Precision Door Service of Austin Response: Ms. [redacted] called Precision Door Service on Friday, February 27, and booked her appointment for Sunday, March 1.  On this call she was told that we have a service...

call fee of $75.00 which would be waived if the call went above $75.00.  Our Customer Service Reps are not technicians, they cannot and do not have the knowledge of whether we can fix issues with an opener as they are not the trained professionals, that is our technicians job to do.  [redacted] arrived at Ms. [redacted]’s home at 9:45 am and he found that her Genie motor was seized, that there was no fix that could be done for the opener, it had to be replaced.  No company would have been able to fix the current unit.  We do service Genie brand, but this was unrepairable.  We understand the frustration that Ms. [redacted] must have felt, but there was nothing we could do besides replace the opener.  We gave her options that are shown on the attached invoice.  Ms. [redacted] had every right to choose not to use us, but she was told of the fee if she chose not to do work.  We are an insured company, to protect our customers.  We employ our technicians, background check and drug test them, to protect our customers.  We have clearly marked trucks and our technicians are uniformed, also so our customers know a legitimate person is coming into their home.  There are overhead costs to coming to a customers’ home and diagnosing an issue.  Our technicians are highly trained and professionals in this business.  That is why the fee is stated, up front, on the phone call.  Therefore that is why we charge a fee to come to come to a persons’ home, because there are costs involved, even if that customer does not agree with our diagnosis or our solutions.  We arrived, diagnosed and provided a service to Ms. [redacted] and she was told of the costs when she booked her appointment.  Therefore, we do not feel that we should return the service call fee to her, as we provided a service.  If there are further questions, I can be reached at ###-###-#### or via email at [redacted]

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 are currently attempting to resolve this issue with the customer. Although we admit no fault in the matter, we are willing to meet the customers terms to get this issue resolved. Once we meet the customers terms,and confirm they are happy with the result, we will consider this matter...

resolved.

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 $140.00 ( 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 $140.00 X 2 = $280.00, that leaves a $277.00 difference in the bill.  After extensive research online, I have found that the cost of a plastic bushing ranges between $2.00-$9.00 and end bearings ( whether they are right or left) range between $19.00-$25.00. If I give the business the highest cost AND a 200% mark-up the cost comes to $136.00 which is $141.00 less than they charged. Thus my request for $150.00 credit to my charge card. Again, 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 10837814, and find that this resolution is satisfactory to me.
Regards,
A[redacted]

I really enjoyed your technicians Justin and Tim very polite young men they did an excellent job I really appreciate the service

Complaint: [redacted]
I am rejecting this response because:The company is wrong on the facts.  Yes, there was only 1 broken spring; however, there was only 1 double length spring. and it was broken.  The tech pressured me into buying 2 springs with an expensive roller bearing in between.  At no time would the tech be in any danger by installing a single spring.  I believe the company was trying to hide the facts.  The tech told me he would send me a detailed receipt by email right away.  He did not.  I called the company in 4 days and they said they would send me one immediately.  They did not.  I called in about 10 days and they said they would mail me a detailed receipt.  I got one 3 days later.  I request a meaningful deduction in my bill.
Regards,
[redacted]

Review: A few years ago Precision installed my garage door opening system. Ever since I had the initial service, one thing after another has gone wrong with the system, and they say they don't stand behind the product, charging me over and over for repairs. In the last billing I was charged for parts and labor, but the company gave me a lump sum charge with no itemization. I was shocked at the total bill of $850. Of that amount, $830 is for a non-itemized service call and they charged an additional $20 fuel surcharge, which they did not tell me in advance that they would charge. It seems if there are parts there should be sales tax, but to look at the bill the entire $830 is for labor. And the technician worked less than an hour. This amount for an hour's work is outrageous and unreasonable. I tried calling and my voice messages were never returned. I tried contacting them via the internet, but again no company response. I wrote to advise them that I was going to contact the Revdex.com, and they've ignored me. Please consider this a complaint of both the company's billing and their lack of customer follow through. I'm left feeling angry and frustrated with their lack of concern and their business practices. Can you advise me of any further action left me to remedy this situation?Desired Settlement: I think I was significantly overcharged and should be refunded all money over and above what the work was worth. No garage technician is worth $830 an hour, and the fuel surcharge was salt in the wound. I think a more reasonable charge would be $100 total. And even this seems generous.

Business

Response:

I talked to my customer and we resolved the problem. She was very satisfied with the solution.

Consumer

Response:

Review: 10837814

I am rejecting this response because:I have not received the check as promised on the phone on 9/30. Therefore, the issue is not resolved. I don't understand why you are closing my case.

Review: On or about 10/20/2013 l, [redacted] experienced problems with my garage door (the garage door was not closing properly). On 10/30/2013 Precision Door Service came to [redacted] Court and seen that one of the rollers had come off the track. I was informed that the rollers were Wore-out and needed to be replaced. Additionally, I was informed that the garage door hinges needed to be replaced. Precision Door Service replaced 10 (ten) rollers at a cost of $175.00 and 6 (six) hinges at a cost of $180.00. After these repairs were completed the next day I observed a screw on the ground in my garage, when l looked up I seen that the screw had come-off one of the newly replaced rollers and that some other screws were not tightened down. The next day | called Precision Door Service and a technician came to [redacted] Court and tightened all the loose screws. After the above mentioned repairs the garage door would intermittently bobbing up and down and was not closing properly. (See Precision Door Service Invoice 121916 dated 10/30/2013).

On 3/24/2014 Precision Door Service was called to [redacted] Court and a 7 foot piece of horizontal roller track was replaced, the opener was tuned-up, hinges were sprayed with silicon spray, and grease was applied at a total cost of $100.00. Additionally, during this repair visit a heavy amount of grease was applied to the garage door opener closing mechanism which caused grease to drip on my car. Also, grease dripped on the garage floor and was tracked into my home which caused carpet stains. (See Precision Door Service Invoice 122041 dated 3/24/2014).

During the above mentioned repair visits I, [redacted] was informed by Precision Door Service technician that my garage door was working properly. My garage door never worked the same after Precision Door Service preformed the above mentioned repairs and service calls.

On 4/22/2014 l, [redacted] contacted Tri-Valley Garage Door a technician arrived at [redacted] Court and I was informed that l needed a new garage door opener because the circuit board in the opener had an electrical short. I described the problems I was having with the door prior to Precision Door Service doing any repairs. Tri-Valley Garage Door technician asked to see the invoices for the repair work performed by Precision Door Service. After seeing the invoices Tri-Valley Garage Door technician could not believe the prices I was charged for the rollers, hinges, and the 7 foot piece of horizontal roller track. I had Tri-Valley Garage Door install a new garage door opener and my garage door is now working properly. Additionally, I was informed that the garage door rollers should have only cost $4.00 each, I researched (on-line via internet) the cost of garage door rollers and hinges and I believe I was drastically over charged, not to mention the grease on my car and grease that was tacked into my home as a result of Precision Door Service.Desired Settlement: I am unsatisfied with Precision Door Service and feel that I should be reimbursed for some of the charges.

Business

Response:

CAF-As stated by the Business.

In a phone conversation with the company the Company agreed to reimburse the consumer $300.

Consumer

Response:

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,

Awful. sham. con artists. bait and switch. run away. danger, danger!

I tell the guy that I needed a remote control as well as the tune-up. No problem, says he, a new one is in the truck for $50, but if you take two I'll give it to you for $80. I informed him that I would think about it as he did the tune up. 9 minutes later the tune up is done (how's that for $80?). In which time I've gone out and found the remotes at home depot, sears, etc., all through the power of google. brand name universal remotes matching my equipment. average price of $20.99. I tell him I don't need the remotes, and he questions me. So I tell him I just found them online. He looks at me and offers to look at the website to tell me what is wrong with it, as he again tells me that their prices are "very competitive".

He then tells me that I need new springs and tension cables. I ask how much for this "safety issue fix". First price given is $600. I tell him that seems a lot of money. He tells me that I don't understand the gravity of the issue and that I need to fix this to stay safe, and that when it does break it might damage the house and cost a great deal more. I haggle him down to $300 for the springs, $150 for the cables. so now we are at $450 without remotes. So he will now throw in the remotes for $20 each, "even though we won't make any money on them now", thereby verifying the price that I had found just beforehand. So now he has admitted that they were trying to charge me 200% markup on suggested retail.

I tell him that still seems a great deal of money and he comes down to $400. I ask if he is going to change the spools as well or leave them. He pauses and then tells me that he doesn't want to appear to be trying to "upsell" me, but he'll give me the emergency fix treatment for the $400 or I can get the ultimate fix which includes bearings, spools and a lifetime guarantee for another $150, taking the total to $550, plus he will now throw in the remotes for free! What a bargain! I ask him if he'll do it all for $500 and he pauses, then agrees. But he has to go back to the shop to get the springs so he'll be back later.

As he is cleaning up the truck, I go in, do another google for repairs in my area, call the very first name on the list. They answer. I describe what I need done, including spools, cables, bearings, springs. He first asks me "why I think I need to replace all of that". He didn't just offer to do the work, but questioned if it really needed to be done! Perfect! I gave him the lowdown and he agreed that it probably should be done. He offered to do the whole job for $300, same day. I told him I had competition in just now and that they were pricing above this, and he asked if it was "Precision". When I said yes, he indicated to me that they have a reputation. Indeed. So, don't give Precision your business. It's a scam. bait and switch on work, and their markups are deadly. Outrageous.

Review: On 11-7-2014 my wife called Precision to request a revised warranty for work done at our rental condo. The original warranty had been made out to the renter by mistake (because the renter is not the owner) though it was clear that payment was coming from the owner. This was just an honest mistake, but we expected to get a new warranty in the mail. Two more times (in December and in January) we called to again ask for a warranty that never came. It is now the first week of February, 2015, 3 months later, and it still has not been sent. There were no apologies, no calls explaining the delay, and nothing sent. From the above experience, Precision's paperwork and customer service appear inferior. Whenever a business doesn't take problems with their own warranties seriously, I do not trust the business, or their work. We do not ever plan to use Precision again.Desired Settlement: We will appreciate the Revdex.com reminding Precision of the above delay and requesting that the revised warranty be sent to us ASAP.

Business

Response:

Responded to customers concern about his warranty. We made him aware of his warranty and are sending him his warranty today. He was okay with this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10434027, and find that this resolution is satisfactory to me.

Regards,

Review: I wish to file a formal complaint against Precision Door Services of San Luis Obispo for services rendered on July 3, 2014 to my garage door located at [redacted] Brook Hill Rd., Paso Robles, CA 93446.

I have reason to believe the garage door sensors were in good working' order having only been installed six (6) years ago and always operated by the remote when opening the door from the outside and from the wall button.

I have had no response from them. Thank you.

On July 3, 2013 I phoned Precision Doors and was told it was $39.95 for a service call. If I had work done, that would be deducted from the cost. I also had a coupon that offered discounts to Veterans & Seniors as well as a "Free Service Call".

My garage door remote will open fine from the outside when it is closed. Prob is, when I leave the house and want to close the garage door, the remote will not respond. It will close part way then open again and again. Finally, in desperation, I get out of my car, go into the garage, press wall button,

close the garage and leave by the front door.

I explained and demonstrated all this to the tech, Ron, who came out.

He clicked, clacked, peered and shook the remote. Pressed all the buttons including the wall. He appeared to be even less knowledgeable than I am.

After trying to sell me 2 new remotes for $50 apiece for which I declined. I told him I would just go to Walmart and buy them. He then offered to sell them for me for $30. Really? Then he arrived at the bright conclusion I needed 2 new photocells at $150.

I caved and signed his electronic keyboard giving my OK. He proceeded to remove and install what turned out to be "sensors" on each side of the garage door at the bottom near the floor.

Well, he clicked, clacked & pressed but that didn't work. He then asked for a ladder. I gave him a stepstool. He disconnected all the wiring from the motor. Cut off some wiring and then reconnected everything. Surprise!! old remote worked perfectly. Even he could not believe it and kept opening and closing the door. Methinks the problem was not the photo cells/sensors but maybe a-short in the wiring??

I asked him for the old photocells (sensors) and he left them.

Today, I phoned OSH and was told they sell the sensors for $40 the pair. I asked if they could test the old ones. They said "No". l called True Value Hardware and got the same response.

Looks like I got ripped off. My research reveals the Sensors should be solid green. I don't know if he confirmed that. I could contact Visa and put a hold on the payment.

They never mentioned the $20 fuel surcharge on the phone. On the upside, I was not charged for the service call and did get $10 off for either a VA or Sr. discount.

Your response would be appreciated.Desired Settlement: Refund

Consumer

Response:

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.

Review: I had my garage door springs replaced in March, 2015 by Precision Garage Doors. Precision Garage doors put the wrong size springs on my garage door. The door slammed down on my car as I was backing out of the garage. When they initially came out they tried to OVERCHARGE me,500 dollars to replace two springs. They quoted me 299 over the phone and tried to charge me 500 dollars. I was locked in my garage and unable to get out. I was in a very tight situation because I had to get to an important meeting at work. I asked them if they honored Triple A discounts and they told me no. As soon as the car drives up you see Triple A discounts accepted on the vehicle. This company is DISHONEST and they don't stand by their product. They tried to back away from responsibility and they tried to claim that I needed a new spring for another reason. They wanted to me to pay for a new spring and I said no, you will NOT rip me off twice. Then they offered to do some quick fix repair that they did not want to guarantee. It they were not at fault they would be trying to repair anything. I declined to sign off on the quick fix. This company likes to OVERCHARGE and provide SLAPSHOT services. I will NEVER use them again and I will refer all my business to their competitor MESA Garage Doors.Desired Settlement: I want them to replace my spring free of charge and balance my garage so that it works properly. I want them to cease and desist with their deceptive practices and do right by their customers.

Business

Response:

I talked to the customer and we will replace her springs with new ones and check her garage door out and we will do this at no charge. The work will be performed on October 17. She is happy we will conform to her request.

Review: O/a March 16, 2015, I contacted Precision doors to ask for a service call for my garage door. They had performed maintenance on this door about 1 yr ago. They came out on March 18 and advised they could do repair service again or replace my 20 yr old door. I opted for a new door. My quote was $900.00 and I gave a $450.00 deposit with remainder due at installation time which they stated would be "next week". Two weeks later I called to find out the status of my new door. A technician told me there was a glitch with my order and it would take another 2-3 weeks for the new door to arrive. I told him this was unacceptable since I am self-employed and have business material in my garage that I need to get out (and a vehicle locked inside also.) I did not receive any phone call to advise me of this delay. I stated I was canceling my door order and asked for a refund. The gentleman said he would pass my request onto management and apologized. I waited for two more weeks and checked by bank account. The teller saw the withdrawal for $450.00 from my account on March 18 but no refund. I called Precision again. I was referred to a voice mail for the billing department. Stated my issue and left my phone number. No reply. Called again and got the same voice mail. Left a message and my number, no reply. Shelby from Precision told me the GM "[redacted]" would be calling me and I would definitely get a refund. Checked my bank account on Apr 22th. Still no refund and no call from the GM. Called Precision and got voice mail box for GM. Asked for a return call. As of 5 pm today, no return call. I would like your intervention to help me get my deposit of $450.00 from Precision Doors. Their conduct dealing with this matter has been unprofessional and unethical. When you can't deliver to your customer as you stated, cheerfully refund their money. Simple enough I think.Desired Settlement: I would like my $450.00 deposit back ASAP.

Business

Response:

We are refunding his deposit. He is fine with this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10593814, and find that this resolution is satisfactory to me.

Sadly, no apology was offered for the poor service rendered.

Regards,

Review: Company refuses to supply a itemized invoice of work performed after five requests.Desired Settlement: I would like a itemized invoice showing; parts, labor and taxes.

Business

Response:

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

Business

Response:

I called him and informed him I was sending him a check for $87.50 He was good with that.

Consumer

Response:

Review: 10460582

I am rejecting this response because: As of this date of 3-9-15 I have not received promised refund.

Regards,

Review: We called Precision Overhead Door because we needed a new remote for the garage door. The technician tried to convince my 90 year old mother that the garage springs were bad and we needed to put on new springs immediately. The cost of these springs was over $400. He also said that a tune up was needed ($50). The "tune up" consisted of spraying a can of lubricant around that took about 60 seconds. H charged another $20 for "surcharge" whatever that is. I called the phone number listed on the invoice to talk to the general manager Paul. I Left two messages but never got a call back from him.Desired Settlement: I think this was elder abuse. They overcharged her and tried to sell her items she didn't need for outrageous prices. The company need to supply a refund and an apology from the owner.

Business

Response:

Talked to Bill today and got things all cleared up. Refunded him some money and he is o.k.

Consumer

Response:

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,

Review: I called company to provide an estimate as to why my door would not stay closed.I was told I would get an accurate estimate of the problem for a $39.00 fee. I asked tech if it could be the sensors not being aligned that was causing the door not to stay closed. Technician John Hanson told me no. He then told me he needed to adjust brackets for $85.00 to fix the problem. After he did that, he then informed me that my springs and rollers were wore out. I needed new springs and rollers to fix my problem. Cost estimate was $400 to $600 to fix my problem. Called another door company and over the phone they said it should be a simple fix. They came over and evaluated door in minutes and said it was a simple fix. They extended the sensors out as bracket were blocking them. It was fixed in minutes. They said that the springs and rollers were in good condition and working properly.This was in stark contrast to Precision Doors dishonest & unethical door evaluation and recommendation of expensive work that was not needed to fix the problem. I tried calling Precision Door to talk with their manager [redacted]. They said they would have him call me but he never did. I contacted technician John, to tell him that another company fixed the problem in minutes and that his estimate was wrong and dishonest. Instead of apologizing for his dishonest business practice, he told me I was rude and for me to file a small claims action.This is the worst, unethical garage door company on the coast.Desired Settlement: To refund estimate charge as it was not accurate. They recommended work that was done to have customer pay for services that were not needed to fix or address the problem they were called out for which was why door was not staying closed. It was fixed by another company in a few minutes of evaluation by them adjusting sensors. Precision door failed to accurately as that the sensors were the cause of the door not staying closed.

Business

Response:

The customer was contacted and the situation reviewed. The $85 was refunded to the customer and the employee involved has been counseled.