Stop N Go

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 DoorsThe paragraph in her statement where she stated that I said I didn't want a refund is falseI called their office at least five times, demanding a refundThe two times that I talked to ***, I was told the paperwork was still not back from the technician yetAfter 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 directShe refused to give me the phone numberDays 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 ***Finally, my last attempt to resolve the issue was quite a while later on July 7, I called the office again and talked to a woman named ***I was informed that the office manager [redacted] was on vacationAt that point I decided to contact your office at the Revdex.comIf Hometown Garage Doors would like to settle this matter for the $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, 1- I was never offered a refund of $I was not offered anythingI 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 yet3- The adjustments made to the door on June 4, 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, was delayed by hours because the technician got held up on another jobHometown Garage Doors kept calling me through-out the day, with a new time-frameFinally, I said let's just make it 7:PM so that I could run my errands instead of just sitting here waitingTheir office called right back and said the technician could probably be here by 4:if that was okI agreed, and was back home when the technician arrived at 4:P.M [redacted] stated these facts differently 5- The technician did arrive within minutes on the initial call on May 30, as he was in the immediate areaThat is why I questioned all of the added feesThe guy just had to make a U--turn to head back to my house6- On May, 30, I got their ad information from the yellow pages, In fine print it indicates, their are no fees for week-ends etcIt 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 $to settle this matterPlease advise me as to what I need to do from here Regards, [redacted] ***

The customer stated in her response that the proposed action would not resolve this matter, but she later states that she would settle with the refund of $ We had offered this amount to her in JuneWhen she called to let us know that the technician was running behind for her appointment, she stated then that she was not concerned with a refund, and that she just wanted the technician to come back out to fix her door At this point, we thought the matter was resolved because her door was operating correctly as she had requestedIf the customer would have stated that she agreed upon the refund, the matter would have already been taken care. As we stated before, it can take a week or longer to receive the technician’s tickets Therefore, when the customer initially contacted our office, we truly did not have the ticket as we were waiting for it to be turned in by our technician. The customer also says that our ad stated that there are no fees for weekends and so forth in the fine printOur ad does not state this; however, it does state that there will be no extra chargeWe charge the same fees whether it is a weekday, weekend, holiday, etcno matter where we go. As far as giving out the owner’s personal phone number, we are not allowed to give this information outIt is against our policy to give out anyone’s personal information within our company. Since the customer has agreed to settle the matter with the refund of $that we had initially offered, we will go ahead and get this processed. 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.Thank you for your responseAt no point in time did you address my questionI ask for you to show objective proof your springs we're that much better than what I could get offline or at another placeThe issue I have is that when I called to discuss the price of the springs you told me that they were that price because they were much better than I could get offline or anywhere elseAnd if that is true I am fine with that but you did not provide any objective data to back that upAlso, the part where you said my wife "couldn't say no"You may have misunderstood what I saidI said she couldn't say no when the technician had already finished the work and handed her the billAs in she got the bill and said no, undo all the workIf you would please answer the question I presented you, I would appreciate it. Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

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 had a really difficult time dealing with *** *** who is the Office Manager and sister of the owner of Hometown Garage DoorsThe paragraph in her statement where she stated that I said I didn't want a refund is falseI called their office at least five times, demanding a refundThe two times that I talked to ***, I was told the paperwork was still not back from the technician yetAfter I called a third time days later, *** 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 directShe refused to give me the phone numberDays 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 ***. Finally, my last attempt to resolve the issue was quite a while later on July 7, I called the office again and talked to a woman named ***I was informed that the office manager *** *** was on vacationAt that point I decided to contact your office at the Revdex.com. If Hometown Garage Doors would like to settle this matter for the $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 $I was not offered anythingI made many attempts to try and get a refund. 2- When I talked to *** ***, 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, were done on the door that the pulley's were installed on, not the door the springs were installed on as *** *** stated 4- The service call on June 4, was delayed by hours because the technician got held up on another jobHometown Garage Doors kept calling me through-out the day, with a new time-frameFinally, I said let's just make it 7:PM so that I could run my errands instead of just sitting here waitingTheir office called right back and said the technician could probably be here by 4:if that was okI agreed, and was back home when the technician arrived at 4:P.M *** *** stated these facts differently. 5- The technician did arrive within minutes on the initial call on May 30, as he was in the immediate areaThat is why I questioned all of the added feesThe guy just had to make a U--turn to head back to my house. 6- On May, 30, I got their ad information from the yellow pages, In fine print it indicates, their are no fees for week-ends etcIt 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 *** ***. 8- I will accept the $to settle this matterPlease advise me as to what I need to do from here.
Regards,
*** ***

I had spoken to Ms*** actually this morning concerning her refundShe states that, she still has not received either check that was issued to her in the amount of I told her that I personally, would go ahead and issue a refund on the credit card that was used for her deposit that we
were unable to do for herI also took a picture of the cc receipt for her and sent it to her by textI also apologized to her for not being available at the time that she had calledI feel that the situation has been taken care of at this point

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

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

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