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Smith's Sales Reviews (5)

I have reviewed the response offer 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 Regards, [redacted]

The Linear trolley that the customer needed was actually a part that we could have had for him the next day, and if he had paid a deposit like he was offered, it could have been fixed the same day we received the partHowever, the customer decided that he could not wait until the next day and decided to call into the office. The customer was told when he called into the office while the technician was at his home, that he could either pay the trip fee or we could get the part for him, and he decided to pay the trip fee instead of having the part installed the next dayThe customer knew about the trip fee at the time that he booked his appointmentHe was well aware that we only charge the trip fee once, and he would not be charged again to come back out and install itHe was then told that we would take a deposit of half of the total job and when we came back to install the part, he would only owe the second half. A Linear trolley used to be a special order part, but has just recently become something that we keep on handWe did have Linear trolleys in stock; however they had all been used and at that moment we were outThe lady that he booked with hadn’t been notified that we had just ran out earlier that day. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at *** ***Sincerely,*** ***, Manager

The customer stated that he called into the office on April 24th; however after reviewing the situation, we found that the customer called our office on April 25th at 2:27pm When he called, he stated that he needed to buy a part; at that point he was informed that we do not sell parts to the
public and that the parts we carry have to be installed by our companyThe customer was told that we could have a technician out on Monday, and he did agree to this date between 12-pmWe had door installs going in over the weekend, which made Monday the next available day for our standard appointmentsHowever, if the customer had stated that he had an emergency situation he would have been put on the schedule for an earlier appointment time, but the customer did not inform the office of it being an emergency. After the technician arrived, he was shown the part that the customer believed was broken After further evaluation, the technician could visibly see the part that was broken without the need to use toolsWe do carry trolleys in stock, but it did happen that the trolley the customer needed was a special orderWe did offer to order the part for the customer, but he refused to do so. The customer stated that he was never told about the $trip fee, but when the appointment was scheduled, the office did inform him of the trip feeThe customer stated that he was not told about it, but earlier on he did recognize that the lady in the office did tell him that we would charge the trip fee, and he scheduled his appointment anyway. We did our best to help the customer and offered to order the part that he needed that same day We do not feel in any way that the customer was misled, and we are very sorry that the customer is unhappy. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at *** ***Sincerely,*** ***, Manager

I have reviewed the response offer 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
Regards,
*** ***

I have reviewed the response offer 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 was told that they had the part but I couldnt buy it from home town garage I told the lady who answered my call about the model of garage opener and the part I needed she said a tech would need tolook at it and for the service They would charge $plus the charge of the part and they was booked with no opening til monday .....what perked my interest with them is that they had the part and could be fixed in days by no means would I agree to pay $and be put on hold for a week or weeks for repairs ....they advertise relax we can fix it today....I want a FULL REFUND.......THE LADY STATED OVER THE PHONE PART WAS IN STOCK....BUT A TECH WOULD HANDLE THE REST OF MY SERVICES SO ON MONDAY NO PART IN HAND BUT WAS HANDED A $TRIP FEE & I REFUSED ANY SERVICES FROM THEM I WAS TOTALLY MISLED.......I WANT A FULL REFUND....ADVERTISEMENT.....DOOR WAS NOT FIXED AS EXPECTEDhometown garage was told about the part: assembly trolley for a linear garage door opener stated was in stock but I personally couldnt buy it I had called other companies they all stated no part on hand would have to order it all of those companies charged when it got fixed and for the part.....I thought hometown garage was going to be on time & have part in hand and I was misled by their advertisement perks....Relax.we can fix it today......$for a full refund if I cant get a full refund what other ways can I get this resolved or do a review for this particular company
Regards,
*** ***

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