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Smith's Sales

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Smith's Sales Reviews (6)

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 company. The customer was told that we could have a technician out on Monday, and he did agree to this date between 12-2 pm. We had door installs going in over the weekend, which made Monday the next available day for our standard appointments. However, 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 tools. We do carry trolleys in stock, but it did happen that the trolley the customer needed was a special order. We 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 $55 trip fee, but when the appointment was scheduled, the office did inform him of the trip fee. The 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 [redacted]Sincerely,[redacted], Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

The customer’s wife called our office to book an appointment on Tuesday July 5th at 8:27 am. When booking the appointment, the customer did not request for the technician to give her a quote. She stated that she had a broken spring that needed repair and did not ask for any prices.  The...

customer states in his complaint that the bill was 405.00 which is incorrect, the bill was 402.00 which his wife did initial that she fully understood the pricing and also signed the work order agreement and wrote a check for that amount.The customer stated that our technician was very professional and did a good job, but he doesn’t agree with our spring prices. The customer did call our office the next day to speak with me but unfortunately I was on vacation at that time and did not return until the following week. I did call him when I returned to work and went over his bill with him. I did explain to him our charges and told him that the technician had gave him a couple discounts. He was not concerned with anything but the springs. I did explain to him that springs our based on cycle life (meaning how much the door is used) and that he did receive a 3-year warranty, which again he was not concerned with. He stated that he could have gotten cheaper prices elsewhere. I did inform him that his wife could have received an estimate from our technician, which he then stated – “his wife couldn’t just tell the technician NO not to do the work”. (which yes she was more than welcome to have just asked for an estimate).We are very sorry that the customer is unhappy with our prices, even thou his wife was happy that her door was fixed and again they did state we did a good job, and we did fix their door as his wife had requested us to do. If there are any other questions or additional explanation needed, please do not hesitate to contact our company at ###-###-####.Sincerely,[redacted] Manager

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.
I had a really difficult time dealing with [redacted] who is the Office Manager and sister of the owner of Hometown Garage Doors. The paragraph in her statement where she stated that I said I didn't want a refund is false. I called their office at least five times, demanding a refund. The two times that I talked to [redacted], I was told the paperwork was still not back from the technician yet. After I called a third time days later, [redacted] was so combative that I told her I could not deal with her on this issue, and asked for the owner's name so that I could call him direct. She refused to give me the phone number. Days after that I called and they placed me on hold for a long time, so I hung up and called back and left a message with a woman named [redacted]. Finally, my last attempt to resolve the issue was quite a while later on July 7, 2015. I called the office again and talked to a woman named [redacted]. I was informed that the office manager [redacted] was on vacation. At that point I decided to contact your office at the Revdex.com. If Hometown Garage Doors would like to settle this matter for the $94.00 that they say they offered me, then I agree to that amount to help resolve this issue.   My statement: The initial work was done on Saturday, May 30, 2015. 1- I was never offered a refund of $94.00. I was not offered anything. I made many attempts to try and get a refund.  2-  When I talked to [redacted], I was told each time that the paperwork was still not back from the technician yet. 3- The adjustments made to the door on June 4, 2015 were done on the door that the pulley's were installed on, not the door the springs were installed on as [redacted] stated.   4-  The service call on June 4, 2015 was delayed by hours because the technician got held up on another job. Hometown Garage Doors kept calling me through-out the day, with a new time-frame. Finally, I said let's just make it 7:30 PM so that I could run my errands instead of just sitting here waiting. Their office called right back and said the technician could probably be here by 4:30 if that was ok. I agreed, and was back home when the technician arrived at 4:15 P.M.  [redacted] stated these facts differently.  5- The technician did arrive within minutes on the initial call on May 30, 2015 as he was in the immediate area. That is why I questioned all of the added fees. The guy just had to make a U--turn to head back to my house. 6- On May, 30, 2015 I got their ad information from the yellow pages, In fine print it indicates, their are no fees for week-ends etc. It is misleading information and should be more clearly defined as to what they do, and don't charge for.  7-  I don't remember then name (I didn't write it down) of the woman who initially gave me the estimate over the on May 30, 2015, so I can't say whether, or not it was the new girl in the office or [redacted]. 8- I will accept the $94.00 to settle this matter. Please advise me as to what I need to do from here. 
Regards,
[redacted]

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 customer did ask for an estimate to replace her broken spring when she called into our office to book her appointment on May 30, 2015 at 12:08 pm. She was told that there would be a $55 service charge, which would be waived with things such as a new door, section, or opener, $45 labor per door,...

and that springs range between $44-$88 per spring for the extension system and $78-$148 per spring for a torsion system. The springs are based on the weight of the door not on the size of the door. It is possible to have a 9x7 door that weighs more than a 16x7 door. When the customer initially scheduled, the technician was able to be there within minutes due to the technician having an opening, and he was already done with his previous call. When the customer called back on June 4, 2015 at 10:24 am, she was booked for a 12-2pm appointment not a 2-4pm appointment to have adjustments done.  The customer then called at 2:52 pm, and she was placed on hold due to us having other customers we were currently speaking with. She called back at 2:54 pm, and she was then told that the technician was running behind because one of the customers needed more work done than we had allotted time for. The customer then decided she would reschedule for later that evening and was placed on our books between 5-7 pm for the same day. During the phone call on June 4th, she was offered a refund of $94. This included the fuel and all of the labor. After reviewing the customer’s paperwork, we found that she was not informed of the fuel charge due to there being a new girl who was then in training. The technician had also already discounted her labor by $16. The customer’s labor should have been $90 due to the technician doing work on two doors. There are only 2 to 4 pulleys per door depending on the type of spring system. The technician installed 8 new pulleys. The customer stated during the conversation on June 4th that she did not want to discuss a refund and that she just wanted her door adjusted. It is common for a door to need adjustments after a new spring has been installed. The customer also stated that we told her we had not received her invoice when she called back.  If there are any other questions or additional explanation needed, please do not hesitate to contact our company at [redacted].Sincerely,[redacted], Manager

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