Sears Garage Doors

To whom it May Concern, First of all, I am hopeful this complaint can be resolvedSears Garage Doors strives for happy and satisfied customersI have read the complaint and have spoke to both of my technicians that came out to the customers houseI am under the impression that maybe the customer is misinformed so I would like to clear a few things upMr [redacted] is making a claim for excessive noise of the garage door opener and claiming our technician [redacted] sold him parts he did not need [redacted] recently tranferred to Sears Garage Doors in SacramentoI called [redacted] and he remembers Mr [redacted] very wellAt the time of the visit [redacted] found an older garage door opener that needed a replacement motor [redacted] reccomenned a DC motor that pairs better with the older tiltup style doorHowever it was not in the budget and the customer chose the less expensive 1/chain drive that [redacted] had on his truck which our technician did not reccomendThe garage door itself also needed repairsThe springs were weak from age and needed to be replacedIf the springs can no longer hold the door up and balanced on it's own, then they will cause extra strain on the opener, which in return will prematurely cause the new opener to failMr [redacted] claims the cost of the garage door opener [redacted] sold him was unreasonably pricedFirst of all, we are not Sears.com We are Sears Garage DoorsWe are a franchise of Sears independently owned and operated The total of $installed is a common price that we sell this opener for on a daily basis to many of our customers who are satisfied with both the price and the productThis model is the premium 1/hp chain drive with 2- remotes and a wireless keypadNot that it is relevant, but, Sears does sell a much cheaper made unit than the one we installedIt is also not as quiet as the unit [redacted] installed nor does the cheaper unit include installation price or quality of the unit we installedYour garage door operator bracketry for hanging the garage door opener needed a special installThe ceilings are very tall in this complex and needed [redacted] to run a different bracketry system to accommodate the installAs far as the garage door springs go: Sears.com nor Sears stores sells springsHowever they do offer for third party vendors to sell their products on Sears.coma similiar style like [redacted] It's the style and ***e sort of formatThe full job was complete to the customer's satisfactionThe work order is signed by the customer agreeing to all the work performedCertificate of Completion was signed by the customer stating he was satisfied with all work performed(Please see attached documents) The neighbor is complaining six months later of Mr [redacted] 's garage door opener being to loudI would be more than happy to send a tech back out to try to resolve the issueHowever, it is months later and the garage door opener is not defectiveWe can reach out to Mr [redacted] to discuss the options to make the door operation quietierHowever, there will be an additional chargeRegards, [redacted] Sears 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 facts presented in the response are not correct, they are totally incorrectThe old garage door opener worked well without an excessive noiseIt was a plastic emergency lever on the chain that was broken and according to [redacted] couldn't be replaced and he recommended to install a new garage opener I foolishly agreed instead of trying to order the broken part [redacted] suggested to install a HP AC motor instead of replaced 1/HP AC Motor Garage opener I did'n see the reason, as almost every garage in my development (almost garges) has 1/HP AC MotorBy the way, the allegedly recommended DC garage opener (in fact [redacted] recommended a HP AC motor isn't more expensive) that the one installedIT's only $according to the Web [redacted] The springs were totally OK (they were replaced relatively recently, were not weak or rusty)Newly installed springs were identical and were not tuned to keep the door in balanceThe balance was restored by the second technician, and it took him only few minutes, bu just shortening the chain link on one end of the spring [redacted] never balanced them correctly and I didn't check, as it requires to disengage the chainThe old springs could be balanced the very same way Springs don't get weak themselves, only when the garage door is kept open for an extended period of time, which never happened to my garage door springs The cost of one spring is $23, so charging $per installed spring is definitely gouging A few minutes labor vannot cost $per spring The whole job of replacing the opener and the springs took [redacted] less hours There are no complains about excessive noise or malfunctioning of the 1/HP AC garage door opener It's my neighbor that complains about the loud flapping noise produced by the door only, when the door is being closed According to second technician, who inspected the garage opener the th door flaps few times and noise is being produced due to the newly installed rail for the chainThe old rail was about m long and rigid [redacted] installed instead the new rail with length more than m, which is assembled from four shorter piecesIt's not rigid, bends, when the door is closing and causes that flapping noise of the door, when bending and restoring the shape Second technician diagnosed the cause correctly, was already ready to fix the problem by restoring the rail length to the old m (having only two pieces) and extending the arm that turns the door Then he checked his portable computer, called the office, and told me that I have to pay additional $ for parts and labor No new DC motor was mentioned at this timeThat theory was suggested laterBy the way, as a scientist and engineer I can testify that DC motor won't solve the problemIt's a too long rail that created the situation with extra noise on closingThetr no problems on opening the door because the rail is not strained at this momentIt's the wrong rail that [redacted] installedI refused to pay extra money, as $is more than enough for replacing a small garage door opener for a car garage with a tilting light plywood door It doesn't require a more powerful DC motor or industrial strength rail Those claims are and I'm ready to provide a third party professional opinionThe rest of garages in my community are a clear demonstration that 1/HP AC garage opener can work reliably and quietly with a proper and standard shorter chain rail When replacing the old and working garage opener [redacted] made a mistake and used the wrong rail length and door arm, which are supplied by the garage opener manufacturer and could be adjusted to the proper length I believe that that mistake could be and should be fixed without ordering new parts by just changing the length of the rail and arm at the SEARS expenseIt will hardly take more than 1/hr of laborThe second technician could easily fix the problem, but he choose not to do anything, and set in my parking lot for almost hrs writing reports, invoices and communication with the office He also tries to claim that I locked him out of the garage by closing the garage door Not true, I closed the door of my garage, when he refused to do any work on the door, until additional payment will be producedAll in all SEARS garage doors tries to protect their professional image, defends the action of the first technician ***, who apparently overcharged me (charged me additional $for mysterious bracketry, which is supplied with the new garage opener) The installation cost of a brand new garage opener in a one car garage according to the internet estimates should be within $400, including the hardware I find the performed labor highly unsatisfactory and SEARS response inadequate to my complaint Regards, [redacted]

I had a Sears Garage Door installed years ago with no problems.A few days ago the coupling on the screw drive broke: I called Sears Garage Solutions and spoke to [redacted] who arrainged an appointment for me that was convienent for me.The tech arrived as promissed and made the repair and made sure the door was operating properly befor he left

Today our garage door repairs were completed by technician [redacted] from the Sears Blue Service Crew of San DiegoDuring his past two service appointments his interactions with us have been positive, helpful and professional [redacted] is knowledgeable and his skills of installing our garage panel, reviewing the technical aspects of the garage door and explaining the best way to care for our garage door were excellent Great experience with [redacted] and Sears Blue Service Crew

Our Technician, Chris, was extremely courteous and professional He explained what he was doing as he was doing it He completed the point inspection thoroughly and replaced Springs, Cables, Rollers, and Hinges as needed He also explained the quality difference of what we had and what he was using to fix our garage door He also, went above and beyond by adding a strengthening bar to the mount for the Operator (Opener) to minimize vibrationFor comparison our Garage door screamed with pain when opening and closing before the Spring broke...now, after the competent and expert work that Chris performed, it opens and closes smoothly and quietly (Imagine going from a gas-powered lawnmower to a battery-operated lawnmower when mowing your lawn) Thank you Chris...I will be recommending you and Sears Garage Doors to my neighbors, friends and co-workers

Dear Dr [redacted] , Thank you for taking the time to talk to me this week I’m glad that we were able to come up with a resolution that you are happy with I am very sorry for the less than perfect experience you have had with our company thus far As I mentioned to you on the phone, at Sears Garage Doors we don’t mess up that often but when we do we own it and make it right We didn’t do that out of the gate and we are sorry for not resolving this quicker Charles RSwindoll once said “Life is 10% of what happens to you and 90% how you react to it.” I believe the ***e can be said about business A mistake was made which has created a challenge, but how we respond to the challenge is what makes the difference between a good company and a great company We want to be a great company Even though we didn’t get it right the first time, I hope you can see past that and measure us on the total customer experience I hope that we haven’t lost you as a future customer and I also hope that you see that we genuinely care about our customers and will do the right thing when faced with a customer disagreement Here is our resolution recap; we are going to come back to your property at a time that is convenient for you and remove the three-piece rail and replace it with a one-piece rail We will be doing this at no cost to you I emailed the office yesterday to call you to schedule an appointment Hopefully, they will get that done soon You told me once the work is completed you will reach out to the Revdex.com and let them know that we have fixed everything and made it right You also said that if we do a great job and follow through on our promise to correct the problem in a timely manner that we still have the opportunity to earn a good review from you I appreciate that Sincerely, [redacted] Marketing Manager Sears Garage Doors

To whom it may concern: I am writing this email to inform you that the matter regarding my complaint ID [redacted] was resolved.I received a refund from Sears Company in the amount of $I want to express my sincere appreciation for your work and assistanceSincerely,*** [redacted]

All transactions go thought the central headquarters, and as far as I can tell, that is this San Diego location as shown on the credit card statement

Dear Dr [redacted] , Thank you for taking the time to talk to me this week I’m glad that we were able to come up with a resolution that you are happy with I am very sorry for the less than perfect experience you have had with our company thus far As I mentioned to you on the phone, at Sears Garage Doors we don’t mess up that often but when we do we own it and make it right We didn’t do that out of the gate and we are sorry for not resolving this quicker Charles RSwindoll once said “Life is 10% of what happens to you and 90% how you react to it.” I believe the ***e can be said about business A mistake was made which has created a challenge, but how we respond to the challenge is what makes the difference between a good company and a great company We want to be a great company Even though we didn’t get it right the first time, I hope you can see past that and measure us on the total customer experience I hope that we haven’t lost you as a future customer and I also hope that you see that we genuinely care about our customers and will do the right thing when faced with a customer disagreementHere is our resolution recap; we are going to come back to your property at a time that is convenient for you and remove the three-piece rail and replace it with a one-piece rail We will be doing this at no cost to you I emailed the office yesterday to call you to schedule an appointment Hopefully, they will get that done soon You told me once the work is completed you will reach out to the Revdex.com and let them know that we have fixed everything and made it right You also said that if we do a great job and follow through on our promise to correct the problem in a timely manner that we still have the opportunity to earn a good review from you I appreciate thatSincerely, [redacted] Marketing ManagerSears Garage Doors

J.RM checked out and repaired my garage door at [redacted] ***, CA today 9/7/ He was polite, clean, professional, friendly, and worked in a timely manner He explained his recommended repairs to me so I understood what I needed I am very positively impressed with his workmanship [redacted]

Sears garage door specialist Chris D. arrived promptly on time June 6, was efficient, knowledgeable, personable and an all around asset to your Sears team (note: we have been purchasing Sears appliances for over 50 years). Chris capably installed the new motor, drive, and ancillary equipment, pleasantly explaining everything to me as he went along. When his tasks were completed, he went over every aspect of the new equipment (replacing 1980s machinery) until he was sure I understood the nuances of the newer products. His pleasant personality was a major plus, but of course his deep experience with garage door machinery provided him with a special enthusiasm and love of his work! [redacted] ***

This is not my customerI am in San Diego however, he bought a door from the franchise in Austin TexasI spoke with Sears corporate and they said they had spoken with him yesterday and all his issues were being resolvedIf you have any questions for the resolution department of Sears Franchise please call [redacted] at [redacted] Please remove this complaint Thank you [redacted]

Great service from Adam, the technician who came to inspect and lube my garage door opener! He found that one of the springs had broken in two, gave me a no-nonsense run down of my options (including doing nothing, if that was my choice), then gave me the different prices and a thorough explanation of what was needed and whyOnce I gave him the go-ahead he had the job done in under an hour! Great guy! I would recommend him (and Sears) to anyone who asked!

The springs on our garage door brokeSears was able to schedule me the same day I called for serviceI received a courtesy call from the tech, ***, and he arrived when he said he wouldHe replaced the springs and gave the door a full inspection and tune up in less than an hourHe was extremely efficient, did a great job, the place was left clean and he was friendly and informed

To whom it May Concern,First of all, I am hopeful this complaint can be resolvedSears Garage Doors strives for happy and satisfied customersI have read the complaint and have spoke to both of my technicians that came out to the customers houseI am under the impression that maybe the
customer is misinformed so I would like to clear a few things upMr*** *** is making a claim for excessive noise of the garage door opener and claiming our technician *** sold him parts he did not need*** recently tranferred to Sears Garage Doors in SacramentoI called *** and he remembers Mr*** very wellAt the time of the visit *** found an older garage door opener that needed a replacement motor*** reccomenned a DC motor that pairs better with the older tiltup style doorHowever it was not in the budget and the customer chose the less expensive 1/chain drive that *** had on his truck which our technician did not reccomend. The garage door itself also needed repairs. The springs were weak from age and needed to be replacedIf the springs can no longer hold the door up and balanced on it's own, then they will cause extra strain on the opener, which in return will prematurely cause the new opener to failMr*** claims the cost of the garage door opener *** sold him was unreasonably pricedFirst of all, we are not Sears.com We are Sears Garage DoorsWe are a franchise of Sears independently owned and operated The total of $installed is a common price that we sell this opener for on a daily basis to many of our customers who are satisfied with both the price and the productThis model is the premium 1/hp chain drive with 2- remotes and a wireless keypadNot that it is relevant, but, Sears does sell a much cheaper made unit than the one we installedIt is also not as quiet as the unit *** installed nor does the cheaper unit include installation price or quality of the unit we installed. Your garage door operator bracketry for hanging the garage door opener needed a special installThe ceilings are very tall in this complex and needed *** to run a different bracketry system to accommodate the install. As far as the garage door springs go: Sears.com nor Sears stores sells springsHowever they do offer for third party vendors to sell their products on Sears.coma similiar style like ***It's the style and ***e sort of formatThe full job was complete to the customer's satisfactionThe work order is signed by the customer agreeing to all the work performedCertificate of Completion was signed by the customer stating he was satisfied with all work performed(Please see attached documents) The neighbor is complaining six months later of Mr***'s garage door opener being to loudI would be more than happy to send a tech back out to try to resolve the issueHowever, it is months later and the garage door opener is not defectiveWe can reach out to Mr*** to discuss the options to make the door operation quietierHowever, there will be an additional charge.Regards,*** ***Sears Garage Doors

The installer, ***, was excellent- competent, professional, informative and personableThe experience was pleasant and very positive all around

*** showed up on time and was very knowledgable about servicing my door and openerHe was very professional and gave me an education on how to maintain my door to obtain the longest life possibleI really appreciated all that he said and di*** is a true professionalMy garage door has never been so quietExtremely appreciate all that he did

To not have a smooth working garage door to open daily during the demands of our days makes for not only an inconvenience but also frustration
I am pleased to have thorough and quick service from the Blue Service Crew
Thank you for repairing my door and ensuring that it will provide me many years of carefree use
I recommended *** to other friends and neighbors confidently that they too would have each day begin with a proper working door to begin their busy days with ease

Crewman Chris was professional, knew his business, and fixed my garage door in a timely fashionThanks Chris!

The spring on my garage door broke and I was unable to open the door, Chris Dfrom Sears arrived promptly, was very courteous, knowledgeable, and efficient and fixed the problem in under an hourI was very happy with his service