Safeway Garage Doors Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information that they provided in response are absolutely false It was after 3:PM that the appointment was cancelled, and it was canceled because it was outside of the service window I was provided and I had to leave for an appointment Additionally, they have not responded to the fact that each time I called, at least three times, I was told that the technician would be arriving in 15-minutes Only when I would call back 60-minutes later was I told that they were still running late, but would only be another 15-minutes After hours of this, and it being after 3:PM, I gave up It is not a matter of me not wanting to wait, it was a matter of them not fulfilling their service With regard to the offer that was made, it was stated very clearly that due to the inconvenience they would waive the service fee on the next call and asked me if I would like to set that up The only reason I agreed to have them return was they they clearly indicated that they were waiving the service fee For them to state that this is between me and the home warranty company is completely false If I paid the technician that day in cash, which is what was requested, how would the payment get to the home warranty company? They would have to submit it! I am not asking them or the home warranty company to eliminate the payment, nor do I care what the resolution is to between this company and the home warranty company As far as I am concerned, it is between those two companies As a service provider to the home warranty company, they can try to negotiate the cost down or pay it themselves, it is not my responsibility or problem Lastly, there was absolutely NO service provided that day other than repairing a bad wire that was causing the door to not open There was no other maintenance provided on the door at all There was nothing else wrong with the door and nothing else that needed service So once again, they are making a statement that they "complied when we went back out on June ,in an addition to the repair that was done under his home warranty."
Again, I reject their statement completely and ask that they work with the home warranty company to resolve this as an internal billing dispute It is their fault for making an ambiguous statement beyond the scope of what they could offer simply for the purpose to get me to agree to have them return so that they could collect the service fee they are paid by the home warranty company
Regards,
*** ***

claim #***. Safeway Garage Doors went out to this property several times, when we initially went there it seemed like there was a door mechanical issue for which AHS did not coverWe showed the home owner that the rollers and the door bearings were visibly worn out and that would
affect the door, for which it was not functioning correctlyThe home owner gave us the consent to change the worn out parts. Before we left on that first visit the technician tested the door and the opener in front of Mr*** and make sure it was working fine.A month later we were called out to the property once more, the customer explained the situation and we found a bad capacitor there for we replaced it with a new one, the technician and the homeowner ran the opener a couple times and signed off that it was working fineWe went out a few more times for which every time we went the opener was working fine "no mechanical failure"We explained to the customer that as long as the opener was working when we are there we have to report it to the home warranty.The opener and Garage door are fairly old and with time things will get worn outBy the time the home warranty sent out a technician to check it out, it seemed that the logic board (mother board) went out so they replaced it then We value every customer and we strive to provide the best service But at the time of the service that was the solution for the problemThere is a guide lines and a regulation for the home warranty coverage. We have to report the exact condition and the failure to the home warranty at the time of the service, and every time the unit did not need to be replaced.We contacted Mr ***, and explain further more the difference between the door mechanism and the unit and offered him a refund check of a $to compensate him for his trouble and he accepted .Case closed Best regardsClaim resolution department

Dear Revdex.com Rep,
In response to Mr *** claim, Our company was dispatched to mr ***'s property at *** *** ** on 4/11/by his home warranty company(AHS),which he is a member of, to check the
issue with his garage door openerAs a service provider to AHS , We are required to collect the deductible that is owed by customers to their home warranty, regardless of the repaired item being covered or noton that day, Mr *** stated that his door opens by itself in the middle of the nightat the time of service we could not duplicate the problem and the opener was fully functional, the tech informed mr *** that he can just call his home warranty again if the problem continues happeningMr *** had two remotes at the time of service one is compatible and working with his opener and the other remote was not working due to corrosion , which is considered to be not covered by his home warranty because its not wearMr *** understood exactly that he was paying $for the deductible that he owes to his home warranty , which we were asked by AHS to collectWe would be more than happy to go back and do further diagnosis to see if the problem would happen while we there, only if he could follow the procedures by calling his home warranty and place a work order with them , or he had the option to request a second opinion from his home warranty, where they would send him a different service provider to diagnose the problem , but he choose to practice his rightswe believe that Mr ***'s claim is unjustified , Mr *** would need to discuss his policy and deductible with his home warranty.we collected what his home warranty asked us to collectthey would refund his deductible if they wish to do so
THANK YOU
Safeway Garage Doors, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Safeway Garage Doors is being 100% inaccurate below I was instructed when making the original appointment that I could call at 10:AM and try to get a more exact time they would be arriving OR wait for them to call minutes prior When I called at 10:AM I was informed that they were just about to call me and let me know that the technician was finishing a job, I was next on the list, and they would be there in roughly minutes This is why I remained at the house and continued to call repeatedly when no one showed up I was told time and again on each call that the technician "was just finishing up, I was next on the list, it won't be much longer and then they would be there to service my door."Also, I am absolutely not the one that brought up having the service fee waived, that was presented to me by the company It is 100% that I requested this to be done, it was presented to me Convenient that they do not provide a description below of what the "complementary maintenance" refers to, the same way they can reference what the original problem was that they were called for Further evidence that they did not complete the work Additionally, if you review feedback on the site Yelp.com, it is clear that this type of experience is absolutely not unique to me There is a clear pattern of misleading and deceitful business practice by this company I will not be responding to any more of these correspondence as it is clear that Safeway is comfortable with taking whatever liberties they see fit with the truth and re-writing events to suit them, with no factual support If this is not resolved, my next action will be to file a complaint with the state licensing board.I again state emphatically that this was deceptive business practice and request that Safeway resolve this with First American
Regards,
*** ***

Dear Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I didn't receive the answer to my questions, I would appreciate if Safeway Garage doors respond to my questions below in regard to their initial response:
Safeway Garage Doors has indicated in their response that:
- Mr *** stated that his door opens by itself in the middle of the nightat the time of service we could not duplicate the problem and the opener was fully functional,
[***] I mentioned to your technician that we have noticed that our garage door opens by itself, I don’t remember saying at night but that doesn’t make any differenceI would like to know what troubleshooting steps your technician performed when he was at my place based on my problem description and what was his diagnostic?
- - the tech informed mr *** that he can just call his home warranty again if the problem continues happening
[***] Your technician mentioned that if the problems happen again call us and we will be there immediatelyOn the same day that your technician left the issue happened in the afternoon and I called both AHS and your officeAnd your receptions after checking with technician called me and said he is away from your area and can’t come any moreAnd later your they left me a message again that technician has said there is nothing we can do
-- - Mr *** had two remotes at the time of service one is compatible and working with his opener and the other remote was not working due to corrosion , which is considered to be not covered by his home warranty because its not wear
[***] My remotes are both identical and original, what do you mean by compatibleWhy did your technician open one of my remote that was working and removed the circuit board from its box and start pushing its chips with his pen? And after connecting the battery and noticing that is not working any more, he went to his truck and brought universal remote saying this will work with your remote and it didn’t and brought another one and didn’t work eitherThen he removed the other remote circuit board from its box and swapped them? And why did he tell me that I don’t have any of your kind of remote, I promise I will get you another one and bring back- As far as going back to fix whatever problem he is having with his opener, we will be willing to go back and do further diagnosis to try to help out with the issue he is having, but Mr *** told our office that he does not want our company to go to his property any more
[***] I said, I don't want the same technician who accused me of asking him to fix something that it doesn't have any problem, keep making fun of what I was explaining to him, and didn't stand for his promise of bringing a new remote for what he broke and promising to come to diagnose the issue as soon as it happensIsn't that a fair request? Wouldn't you do the same thing?
Please note that the $is not what I am after, it is all about one's right, the principle of doing business, how to treat customers, trusting one instead of accusing him/her without any facts, and the responsibility of the technician to diagnostic an issue and stand behind their promiseI hope it makes sense.
Regards,
*** ***

Dear Revdex.com,
Mr *** understands exactly, that the $ he paid was his insurance deductible for placing a claim with themour company did not charge for any repair because there was no repairs donewe only collected what his insurance ask us to collect, therefor he would need to discuss the refund with his insurance company.As far as going back to fix whatever problem he is having with his opener, we will be willing to go back and do further diagnosis to try to help out with the issue he is having, but Mr *** told our office that he does not want our company to go to his property any more Mr *** had the option to request a second opinion from his insurance company, where they would send him a different contractor and his issue would have been resolved by now thanks again
Safeway Garage Doors, Inc

To Whom It May Concern: I'm sorry there was a misunderstanding when this call was initially made back in June 26th 2015, but when Mr. [redacted] called we let him know the technician was going to be late. We did assure him that the technician was going to service the garage door regardless and we would be calling 30 min. prior to the technicians arrival to make sure the customer is available or so they can meet us at the property as initially stated when booking the appointment. He then stated that he would like to get the service fee waived for having to "wait" all day. As the dispatcher and manager explained to him that what he was asking couldn't be done since the service fee is mandated by the Home Warranty in this case First American, we did offer to provide complementary maintenance to the garage door and opener. A service that the home warranty does not cover, a $65 value. In which the customer agreed, and also decided to reschedule for the next available appointment in this case Mon. June 29th 2015. On Monday June 29th, we provided service that included fixing the problem at that point and time (reattaching the wall button wires) but also provided complementary maintenance as promised. Safeway Garage Doors DID NOT collect any money from the customer, neither billed for any services we provided. He is getting billed thru the home warranty for something he agreed upon making the initial service request. We have nothing to do with this bill and sadly we have no say with the home warranty and can not make them waive something Mr. [redacted] agreed upon when he made the request thru First American.  As for the discrepancy of what we do when the service fee is collected, we do submit the payment from the customer to the home warranty and the home warranty processes accordingly. Regarding the fact the customer waited all day, we did have a window of time and we call before arriving to the property, so the customer can have the flexibility to run errands if needed and meet us at the property. I'm sorry the customer had to wait for us at the property but that was his choice.Best Regards, - Safeway Garage Doors

Dear Revdex.com Rep,  On Friday June 26th, 2015, our company was dispatched to Mr. [redacted]'s property by his home warranty for a garage door repair. The appointment was set between the hours of 10-3, on that day being a busy Friday, our technician was running late on his schedule,  and we...

spoke to Mr. [redacted] and informed him that the technician is running late. Since Mr. [redacted] didn't want to wait for the technician he suggested that we reschedule the appointment to Monday June ,29. We offered the customer a free maintenance that has a value of $65 for being late and for any inconvenience we may have caused him, which we complied when we went back out on June ,29 in an addition to the repair that was done under his home warranty. Mr. [redacted] acknowledges that he is responsible for the deductible when he places a claim through his home warranty, our company has no authority to waive any deductible or any service fee due through the customer's home warranty company, at the time of the service our company did not collect any money from Mr. [redacted].  It seems like the customer got billed from his home warranty for placing a claim for repair which he is responsible for. We believe that Mr. [redacted]'s claim against our company or the home warranty in regards to the service fee is unjustified. We gave free maintenance as a courtesy  for being late, he needs to discuss the bill that he received from his home warranty for his deductible with his home warranty, our company cant waive that fee. Thank you for your time.

Our first two experiences with [redacted] were excellent. Our third experience with [redacted] was unsatisfactory. During [redacted]'s second visit, he determined that our garage door opener needed to be replaced. Our home warranty company authorized replacement, and we scheduled an appointment. Upon arrival [redacted], very rudely told my wife that he needed to take apart the old unit to troubleshoot the problem, and my wife told him that he did not need to troubleshoot because we were authorized for replacement. After rudely arguing with my wife, [redacted] finally called his office for clarification and they instructed him to replace the unit. After completing the replacement, [redacted] shouted from his vehicle through our door, "Hey, I'm finished." My wife asked him if he replaced the sensors and he rudely replied, "of course I did, the old sensors aren't compatible." Not only was [redacted] unprofessional and rude, he left all his trash in our garage, and he did not bother to install the light bulbs from our old into the new unit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Safeway Garage Doors is being 100% inaccurate below.  I was instructed when making the original appointment that I could call at 10:00 AM and try to get a more exact time they would be arriving OR wait for them to call 30 minutes prior.  When I called at 10:00 AM I was informed that they were just about to call me and let me know that the technician was finishing a job, I was next on the list, and they would be there in roughly 30 minutes.  This is why I remained at the house and continued to call repeatedly when no one showed up.  I was told time and again on each call that the technician "was just finishing up, I was next on the list, it won't be much longer and then they would be there to service my door."
Also, I am absolutely not the one that brought up having the service fee waived, that was presented to me by the company.  It is 100% false that I requested this to be done, it was presented to me.  Convenient that they do not provide a description below of what the "complementary maintenance" refers to, the same way they can reference what the original problem was that they were called for.  Further evidence that they did not complete the work.  
Additionally, if you review feedback on the site Yelp.com, it is clear that this type of experience is absolutely not unique to me.  There is a clear pattern of misleading and deceitful business practice by this company.  I will not be responding to any more of these correspondence as it is clear that Safeway is comfortable with taking whatever liberties they see fit with the truth and re-writing events to suit them, with no factual support.  If this is not resolved, my next action will be to file a complaint with the state licensing board.
I again state emphatically that this was deceptive business practice and request that Safeway resolve this with First American.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Safeway
Garage Doors has indicated in their response that:
- Mr [redacted] stated that his door opens by itself in the middle of the
night. at the time of service we could not duplicate the problem and the opener
was fully functional,
[[redacted]] I mentioned to your technician that we
have noticed that our garage door opens by itself, I don’t remember saying at
night but that doesn’t make any difference. I would like to know what
troubleshooting steps your technician performed when he was at my place based
on my problem description and what was his diagnostic?  
-      
the tech informed mr [redacted] that he can just call his home warranty
again if the problem continues happening.
[[redacted]] Your technician mentioned that if the
problems happen again call us and we will be there immediately. On the same day
that your technician left the issue happened in the afternoon and I called both
AHS and your office. And your receptions after checking with technician called
me and said he is away from your area and can’t come any more. And later your
they left me a message again that technician has said there is nothing we can
do.
 
-      
Mr [redacted] had two remotes at the time of service one is compatible
and working with his opener and the other remote was not working due to
corrosion , which is considered to be not covered by his home warranty because
its not normal wear.
[[redacted]] My remotes are both identical and
original, what do you mean by compatible. Why did your technician open one of
my remote that was working and removed the circuit board from its box and start
pushing its chips with his pen? And after connecting the battery and noticing
that is not working any more, he went to his truck and brought 1 universal
remote saying this will work with your remote and it didn’t and brought another
one and didn’t work either. Then he removed the other remote circuit board from
its box and swapped them? And why did he tell me that I don’t have any of your
kind of remote, I promise I will get you another one and bring back.
 
I still believe that
Safeway Garage door should replace my remote that they broke and refund my
service fee since the technician didn’t diagnose my issue and didn’t do anything
expect accusing me of asking him to fix something that is not broken and making
fun of me.
Regards,
[redacted]

To Whom It May Concern:
I'm sorry there was a misunderstanding when this call was initially made back in June 26th 2015, but when Mr. [redacted] called we let him know the technician was going to be late. We did assure him that the technician was going to service the garage door regardless and we would be calling 30 min. prior to the technicians arrival to make sure the customer is available or so they can meet us at the property as initially stated when booking the appointment. He then stated that he would like to get the service fee waived for having to "wait" all day. As the dispatcher and manager explained to him that what he was asking couldn't be done since the service fee is mandated by the Home Warranty in this case First American, we did offer to provide complementary maintenance to the garage door and opener. A service that the home warranty does not cover, a $65 value. In which the customer agreed, and also decided to reschedule for the next available appointment in this case Mon. June 29th 2015. On Monday June 29th, we provided service that included fixing the problem at that point and time (reattaching the wall button wires) but also provided complementary maintenance as promised. Safeway Garage Doors DID NOT collect any money from the customer, neither billed for any services we provided. He is getting billed thru the home warranty for something he agreed upon making the initial service request. We have nothing to do with this bill and sadly we have no say with the home warranty and can not make them waive something Mr. [redacted] agreed upon when he made the request thru First American. 
As for the discrepancy of what we do when the service fee is collected, we do submit the payment from the customer to the home warranty and the home warranty processes accordingly. Regarding the fact the customer waited all day, we did have a window of time and we call before arriving to the property, so the customer can have the flexibility to run errands if needed and meet us at the property. I'm sorry the customer had to wait for us at the property but that was his choice.
Best Regards, 
- Safeway Garage Doors

Dear Revdex.com rep, 
On 11/25/13 our company was sent out to mr [redacted]'s property by his homewarranty company to repair his garage door opener 
Issue. $75 is a service fee through his homewarrany, our company is supposed to collect at the time of service.On that same day Mr...

[redacted]'s home warranty did not Cover the cables on his door, so he had to pay out of pocket. Our tech, after explaining to mr [redacted] and agreed on the price , he installed new pair of cables for $150.00 . Mr [redacted] paid only $ 150 for the non coverd repair, the invoice explains the new parts are coverd for one year and the labor 30 days . Nearly a year later mr [redacted]  called into our office on 9/26/14 and spoke to our dispatch department and spoke to [redacted] who wasn't able to communicate with him because he was screaming at her and told him that she will have a manager call him. I called him my self that  same day and introduced my self and he refused to talk to me and said that he had filed a complaint with Revdex.com and that he had nothing to say other than refund me my $ 225.
      We honor our warranty and stand behind our product. The cables came off the Polly they didn't brake it will require a tech to go out and put the cables back on the Polly, but Mr [redacted] would not agree that he is 10 months past the warranty period. We believe that Mr [redacted]'s claim is unjustified, but we are more than willing to communicate with him if he would allow us to do so. Thanks for your efforts.
 
 
[redacted]
Safeway garage doors, inc
###-###-####

Dear Revdex.com Rep, 
On Friday June 26th, 2015, our company was dispatched to Mr. [redacted]'s property by his home warranty for a garage door repair. The appointment was set between the hours of 10-3, on that day being a...

busy Friday, our technician was running late on his schedule,  and we spoke to Mr. [redacted] and informed him that the technician is running late. Since Mr. [redacted] didn't want to wait for the technician he suggested that we reschedule the appointment to Monday June ,29. We offered the customer a free maintenance that has a value of $65 for being late and for any inconvenience we may have caused him, which we complied when we went back out on June ,29 in an addition to the repair that was done under his home warranty. Mr. [redacted] acknowledges that he is responsible for the deductible when he places a claim through his home warranty, our company has no authority to waive any deductible or any service fee due through the customer's home warranty company, at the time of the service our company did not collect any money from Mr. [redacted].  It seems like the customer got billed from his home warranty for placing a claim for repair which he is responsible for. We believe that Mr. [redacted]'s claim against our company or the home warranty in regards to the service fee is unjustified. We gave free maintenance as a courtesy  for being late, he needs to discuss the bill that he received from his home warranty for his deductible with his home warranty, our company cant waive that fee. Thank you for your time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The information that they provided in response are absolutely false.  It was after 3:00 PM that the appointment was cancelled, and it was canceled because it was outside of the service window I was provided and I had to leave for an appointment.  Additionally, they have not responded to the fact that each time I called, at least three times, I was told that the technician would be arriving in 15-30 minutes.  Only when I would call back 60-90 minutes later was I told that they were still running late, but would only be another 15-30 minutes.  After 5 hours of this, and it being after 3:00 PM, I gave up.  It is not a matter of me not wanting to wait, it was a matter of them not fulfilling their service.  
With regard to the offer that was made, it was stated very clearly that due to the inconvenience they would waive the service fee on the next call and asked me if I would like to set that up.  The only reason I agreed to have them return was they they clearly indicated that they were waiving the service fee.  For them to state that this is between me and the home warranty company is completely false.   If I paid the technician that day in cash, which is what was requested, how would the payment get to the home warranty company?  They would have to submit it!  I am not asking them or the home warranty company to eliminate the payment, nor do I care what the resolution is to between this company and the home warranty company.  As far as I am concerned, it is between those two companies.  As a service provider to the home warranty company, they can try to negotiate the cost down or pay it themselves, it is not my responsibility or problem.  
Lastly, there was absolutely NO service provided that day other than repairing a bad wire that was causing the door to not open.  There was no other maintenance provided on the door at all.  There was nothing else wrong with the door and nothing else that needed service.  So once again, they are making a false statement that they "complied when we went back out on June ,29 in an addition to the repair that was done under his home warranty."Again, I reject their statement completely and ask that they work with the home warranty company to resolve this as an internal billing dispute.  It is their fault for making an ambiguous statement beyond the scope of what they could offer simply for the purpose to get me to agree to have them return so that they could collect the service fee they are paid by the home warranty company.
Regards,
[redacted]

claim #[redacted]. 
size="3">
Safeway Garage Doors went out to this property several times, when we initially went there it seemed like there was a door mechanical issue for which AHS did not cover. We showed the home owner that the rollers and the door bearings were visibly worn out and that would affect the door, for which it was not functioning correctly. The home owner gave us the consent to change the worn out parts. Before we left on that first visit the technician tested the door and the opener in front of Mr. [redacted] and make sure it was working fine.
A month later we were called out to the property once more, the customer explained the situation and we found a bad capacitor there for we replaced it with a new one, the technician and the homeowner ran the opener a couple times and signed off that it was working fine. We went out a few more times for which every time we went the opener was working fine "no mechanical failure". We explained to the customer that as long as the opener was working when we are there we have to report it to the home warranty.The  opener and Garage door are fairly old and with time things will get worn out. By the time the home warranty sent out a technician to check it out, it seemed that the logic board (mother board) went out so they replaced it then.  
We value every customer and we strive to provide the best service.  But at the time of the service that was the solution for the problem. There is a guide lines and a regulation for the home warranty coverage.  We have to report the exact condition and the failure to the home warranty at the time of the service, and  every time  the unit did not need to be replaced.
We contacted Mr  [redacted], and explain further more the difference between the door mechanism and the unit and offered him a refund check of a $100 to compensate him for his trouble and he accepted .
Case closed.  
Best regards
Claim resolution department.