Safeway Garage Doors

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: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 boardI 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 belowSafeway Garage Doors has indicated in their response that: - Mr [redacted] 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, [ [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 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 [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 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 [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 wear [ [redacted] ] 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 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 lateWe did assure him that the technician was going to service the garage door regardless and we would be calling minprior 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 appointmentHe then stated that he would like to get the service fee waived for having to "wait" all dayAs 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 openerA service that the home warranty does not cover, a $valueIn which the customer agreed, and also decided to reschedule for the next available appointment in this case MonJune 29th 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 promisedSafeway Garage Doors DID NOT collect any money from the customer, neither billed for any services we providedHe is getting billed thru the home warranty for something he agreed upon making the initial service requestWe 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 accordinglyRegarding 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 propertyI'm sorry the customer had to wait for us at the property but that was his choiceBest Regards, - Safeway Garage Doors

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: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, [redacted]

Our first two experiences with [redacted] were excellentOur third experience with [redacted] was unsatisfactoryDuring [redacted] 's second visit, he determined that our garage door opener needed to be replacedOur home warranty company authorized replacement, and we scheduled an appointmentUpon arrival ***, 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 replacementAfter rudely arguing with my wife, [redacted] finally called his office for clarification and they instructed him to replace the unitAfter 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

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 lateWe did assure him that the technician was going to service the garage door regardless and we would be calling minprior 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 appointmentHe then stated that he would like to get the service fee waived for having to "wait" all dayAs 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 openerA service that the home warranty does not cover, a $valueIn which the customer agreed, and also decided to reschedule for the next available appointment in this case MonJune 29th 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 promisedSafeway Garage Doors DID NOT collect any money from the customer, neither billed for any services we providedHe is getting billed thru the home warranty for something he agreed upon making the initial service requestWe 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 accordinglyRegarding 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 propertyI'm sorry the customer had to wait for us at the property but that was his choice.Best Regards, - Safeway Garage Doors

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 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 partsBefore 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 fineA 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 replacedWe contacted Mr [redacted] , 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 regards Claim resolution department

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 repairThe 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 lateSince Mr [redacted] didn't want to wait for the technician he suggested that we reschedule the appointment to Monday June ,We offered the customer a free maintenance that has a value of $for being late and for any inconvenience we may have caused him, which we complied when we went back out on June ,in an addition to the repair that was done under his home warrantyMr [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 forWe believe that Mr [redacted] 's claim against our company or the home warranty in regards to the service fee is unjustifiedWe 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 feeThank you for your time