Roseville Overhead Doors

We are writing in response to your email regarding complaint #[redacted]. We were unable to access the portal to manage/respond to the complaint online. Please see that our response to the proper department.We installed a new set of springs for Mr [redacted] on 4/27/2017 at [redacted]....

Mr [redacted] called on or around 11/17/2017 to report the garage door was not functioning properly and could we return to fix it. We returned to discover that the issue Mr [redacted] was having had nothing to do with the springs we installed, but was a problem with the opener, which had been installed by another company. We explained this to Mr. [redacted]. A sensor for the opener was out of line, which we believed to be the issue. When the sensors were adjusted the problem seemed to be resolved. We left with the opener and garage door functioning properly and charged Mr [redacted] for half of what we regularly charge for service calls. Mr [redacted] called again to report he was still having issues with the door. We made an appointment for the following Wednesday, 11/22/2017. On or around 11/21/2017, Mr [redacted] called to cancel the appointment , stating that the door was working fine. Mr [redacted] called again for service at the beginning of December 2017 to make another appointment. We scheduled an appointment for 12/4/2017. We returned for the appointment and, upon further inspection, found a bad wire that could have caused the opener to malfunction. We replaced the wire, and again the opener and garage door began to function properly. We did not charge Mr [redacted] for our service, however, it was explained to him  that if he continued to have problems with his opener, we would be happy to help him, but that we would need to charge him for our services to further diagnose the issue and make the repair upon his approval. The last time we heard from Mr [redacted], on 12/21/2017, was a very unpleasant message he left in our voicemail accusing us of not responding to his calls and demanding that we return o fix his door problem free of charge. Our phone records do not indicate him attempting contact after 12/21/2017. We would still be willing to assist Mr [redacted] as long as it is understood that we will need to be paid for our services. Sincerely, [redacted] ll, Vice PresidentRoseville Overhead Door

Consumer states that the issue has been resolved.