Specialty Door Service

In 2014, we did indeed provide and install a new garage door for [redacted] & ***The job went well and there were no issues upon completionApproximately 7-1/months later, we received a phone call that they wanted a new Genie keypad to be installed and programmedWe special ordered one (we only provide LiftMaster operators, remotes, etc.) and went out days later to install and program itWe completed that work, the keypad was working, and the customer paid and signed off on the work (our bathat everything is complete, we did as we were requested, the charges were discussed and agreed upon, and the customer is satisfied)After speaking to [redacted] on the phone more recently, we agreed at that time the remotes were working; however, that is not something we would have checked during that keypad installationWe were told the wire to their existing keypad broke off and they needed a new one - so we corrected that issueUnfortunately, if we start testing and checking every aspect on every door and operator that we get a service call on, without any request from the customer or concerns that something is not working correctly, then we would spend additional (and most of the time, unnecessary) time at each job and have to then pass along additional chargesMost customers would not be happy about thatAdditionally, if there was no issue with the remotes when we went to work on the keypad, we would not be able to predict that soon after, it would quit workingI sent programming instructions to try to avoid another service call charge, and I let him know he could call me to go over it and I would be happy to helpI have gotten some fairly rude responses and received additional harassing emails yesterday eveningI understand the frustration of having a garage door with an operator and remote, and not being able to utilize it; however, it is not something that we should have to take care of as a courtesy - there were no issues with it at either of our visits and we did not provide the remotes or operator in the first place (only the door and the keypad)We try really hard to go above and beyond to help our customers, and even given the poor attitude and rude approach taken by this customer over the phone initially, I still opted to try to help him program via instructions and a phone call to avoid the service call which he thought was unreasonableWe were there last JULY to program a KEYPAD, and they called in FEBRUARY to let us know their REMOTE was not working - something we have never serviced, programmed, or provided for this customerI suggested he could call the installer of the operator and remotes in the first place, and maybe they would be willing to warranty it in some way, but that given the timeframe it was unlikelyAnd he did not realize that was done by another company and said he needed to look into who that was completed byAt some point before providing the instructions to him, we were n the same page and in agreeance that this was not our faultUpon not getting him the programming instructions quickly enough, his tone once again significantly changed, back to the original hostile attitudeI want them to have a working remote, but we cannot just do courtesy service calls for every customer who wants to accuse us of the issue being their fault to receive free helpI attached copies of our email correspondences, as well as the initial keypad request and our invoice for that workYou will see ***'s signature, their request upon calling it, and the technician's work completedIf anything else is needed, I am happy to provide itI have nothing to hide here and want this issue to be resolved, and all parties to understand

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] It is totally amazing to me that a company denies being responsible for a product and subsequent service that was not entirely complete This company installed a new door, later a new keypad, yet failed to implement appropriate programming so our two remotes worked One does, another doesn't Therefore after considerable expense of $for new door and subsequent service call replacing keypad billed for $200, we are unable to operate one remote hence must manually open and close door.Company sustains its brash uncompromising mode and manner and should be reprimanded by appropriate governmental authorities We are going to initiate a Small Claims Court action to effect proper working of this remote