S & S Overhead Door

I am writing in response to the complaint against my garage door company which recently was submitted to the Revdex.com. Six years ago we had installed an electric garage door operator. The door itself was about fifteen years old at the time and was not installed by our company. Since that installation six years ago, I had not heard from the client and was never called to provide either routine maintenance or service of any kind until two weeks ago when she contacted us. She spoke with my dad who handles the service calls and scheduling and said that the cables were fraying and she was manually trimming the frays (with scissors) so that the they wouldn’t’ get caught in the pulley. She asked what the complete price would be to replace the cable and pulleys, but my father explained that it’s not our policy to give quotes over the phone, sight-unseen, but assured her of our free estimate policy. We arranged to visit the site so we could identify the problem, assess the necessary repairs and provide an accurate estimate. I arrived at her home with my coworker, we examined the cables and pulleys which were very frayed. It was evident that it has not been serviced and the mechanisms hadn’t been oiled which exacerbated the fraying that occurred. After looking over the job and discerning what needed to be done, I gave her a quote of $195 which would include $150 for service and labor and $45 for parts/hardware. Upon hearing the price she became irate and insisted on speaking with
the owner (my dad) even though I’m the co-owner. She insisted that my father charged her much less than that six years ago, which was untrue since at that time we installed a new electric operator which was much more than the cost for a repair. I complied to her request and called my dad so that she could speak with him. He verified that the amount I quoted which is our basic cost for such a service call, and he assured her that the price was routine for this type of service call, at which time she hung up on him. She began to walk into her house and knowing that she was frustrated I reiterated that she’s welcome to get other quotes to compare and if she decides she would like us to come back to do the work she can call us but she slammed the door in my face before I could even share this with her. After a day or two I saw that she submitted negative reviews on our business solely based on us giving an estimate. After we responded to the reviews she called my father on the phone and berated him for responding to the reviews. My father and I pride ourselves on being running a business with honesty and integrity and it’s sad that this client, for whatever reason, gave us a poor rating based solely on an estimate for work that was necessary in common wear and tear. The negative reviews she wrote are contrary to the positive reviews others have written. I am hopeful that people will see through that and know that our business practices are honest and fair.