Storefront Systems And Service Co Inc

Re: *** ***To Whom It May Concern:Mr*** *** is a customer of *** *** *** *** (*** of which we are a Garage Door Repair Vendor forOn December 4th he opened a claim through *** for a garage door opener issue, we were then sent the dispatch from *** after business
hoursOur office manager made contact with this customer on the next business day (December 5th) to schedule his service appointment, at which time we advised him that he did have a $Deductible, which would be due upon arrivalOn the day of his appointment (December 8th) he called our office at 8:15am and left a voice message that he had a family emergency come up, and would need to rescheduleOur office made contact with him once we opened (9:30am) and advised him that we wont be back in his area for a couple of weeks, as he didn't want to wait that long, we discussed the option of leaving the detached garage door dis-engaged so that we could still service it that day*** *** AGREED to this and provided a credit card to our office to pay for his deductible ($50.00} since he would not be homeHe was advised that we will charge the $deductible once we arrive to his homeHe advised us that his mother would be at the house, however that she didn't speak English, Our technician arrived at his home at 1:02pm and proceeded to gather required information and pictures for ***, Onsite diagnosis could not be completed due to the issue being with the logic board, the technician opened a diagnostic ticket with Chamberlain and needed to send the logic board in to have it bench tested, the customer was not home to discuss this with, and as it was part of the diagnostics, it did not need to be approvedThe technician did find upon arrival, that the garage door opener was unplugged, and all external devices were disconnected, this was documented as wellThere were also water marks on the outside of the openerOnce the logic board was removed, it was noted that one of the screws securing it to the case, was installed into the incorrect hole, which caused damage as well.Once the technician was completed with the onsite portion of the call, our office processed his card for his deductible as agreed in his home warranty contract and with our officeWe submitted ail pictures and notes to ***On 12/14/we heard back from *** that they were denying the claim due to the unit being tampered with by the customerWe at that time offered to marl the logic board that we had sent out for testing back, however *** said to hold off for now, as if the customer decides to replace the unit, then the part will not be needed.Testing did determine the board was bad and needed replaced.On 12/27/*** *** called our office threatening to call the police because we "stole" his logic boardWe advised him that we have It at our office, and he Is welcome to come pick it up, or we can send it to him*** had set up for another vendor to provide a second opinion and that vendor was going to be going to his house that day, We contacted *** and asked what they would like us to do with the board, which they in the end advised us, that the opener was fixed, and the bad part was not neededThe $deductible was NOT charged by the other vendor, since *** *** had paid $to our company already.We reached out to *** again on 2/28/to get afi notes, and turns out the customer ended up getting a brand new opener installed from the second vendor, which was paid by ***.*** *** owes for his deductible, if it's approved or deniedThis is explained in his contract with ***, and all customers are advised by *** when they take the initial call, and then again by our office when we schedule the service callWe drove to his house from Kennedy Township and spent over mins at his home doing diagnostics, this is the service we performed, unfortunately we do not make the final decision on what is approved or denied, that is done by *** once we submit photos, notes, and diagnosticsIn this case, it was denied. Sincerely,Kevin P***CEOK & B Doormasters LLC