***,On your initial complaint you stated that you have never had problems with the gate since you lived there, but the reason you called us out was because there was a problem with the gateIt was not opening and closing properlyWhen our technician arrived, he made some adjustments, and also made some recommendations, which you opted out ofWe believe that, unfortunately, because of the problems, the gate closed on your carWe sincerely apologize for your difficulty in getting in touch with the area supervisor immediately after the incident, as he was out of town at that timeCustomer care is our number one priority, and as a courtesy, to help ease some of the frustration of the incident and then the communication , we wanted to work with you by helping you with a portion of the cost of the repairWe made an offer that we agreed upon, and after thinking it over you decided to go a different routeOur offer will stand for the time being, and we really want to make sure you are satisfied, so please let us know if you change your mind and would like to proceed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The first time I called to request an appointment to have the doors looked at the salesman was vague and scheduled the appointmentI called back to get more details and asked for more information from the receptionistI would have never had service out if I was aware of the high service fee- you should disclose this ahead of timeI also don't think it is ethical to offer a service that is not going to fix the problemWhy offer to tuneup both doors if it won't fix either issueUnfortunately I was not there or I would not have approved the service, my mother was there which makes it worse- taking advantage of an older person Regards,***
The appointment requested was to diagnose issues with the garage doorThis is a service callHe made recommendations he thought necessary to repair the doorsAgain, the tune up is general maintenance and does help with minor issues and did help to quiet the doors down, etcThe technician explained that the foundation needed to be repaired before any further door adjustments could be made, but that doesn't mean that the tune up wouldn't helpFurthermore, if we had been asked to call Mrs*** directly for approval of charges we would have happily complied; this is not an uncommon requestThe technician had no way of knowing that the person onsite was not capable of make decisions for the homeAll charges were explained and approvedThere is no further action we can take at this time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint In the future to avoid this process you could respond to one of the requests to call the customer to resolve the issueI was still interested in having the door repaired and other door leveled- the original request but of course I'll take my business to a Revdex.com graded company.
Regards,***
Mr***, We would like to begin by sincerely apologizing for the time it took for a manager to get back with youAs our representative stated, the manager was in another city managing for the weekHowever, customer care is our number one concern, and we value your businessYou are correct, this
should have been handled immediatelyWhen you called in for the initial repair, upon arriving, our technician made some recommendations because the gate opener was not functioning properlyWe feel that this malfunction is what caused the gate to close early on your car that eveningHowever, after hearing of your troubles and, most importantly, the communication problems you had with getting a call back, we want to make sure we do everything in our power to work with you to resolve thisWe are still in communication with you at this point and working with you to get your gate in perfect working orderWe sincerely thank you for your patience throughout this process.Regards,O'Brien
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me From: *** *** Sent: Monday, May 02, 10:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** The company has taken the steps to get our complaint resolved, so you can mark as satisfied Thanks so much for your help
Mrs. [redacted] requested a service appointment stating that she "needed her door looked at." No quote was given on the phone; the appointment was scheduled for the following Wednesday. We charge a service call fee of $47.50 for all service requests. This fee covers the trip out, and diagnostics of the...
system. The technician applied our 20% off coupon dropping this fee to $38.00. He recommended rollers to help the door roll more smoothly, but explained that the door is uneven due to foundation issues; major adjustments can not be made until that issue is repaired. At the customer's request, he performed a tune up on both doors at our half off coupon rate of $49.50 per door. The tune up is general maintenance and includes lubrication, tightening loose bolts and screws, minor adjustments as needed to the tracks/hinges, and checking the safety reversal system. The tune up is not designed to repair garage doors; it is simply maintenance to prevent any further damage/major issues from occurring. All applicable coupons have been applied for this residence; there are no further cost adjustments we can provide.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The first time I called to request an appointment to have the doors looked at the salesman was vague and scheduled the appointment. I called back to get more details and asked for more information from the receptionist. I would have never had service out if I was aware of the high service fee- you should disclose this ahead of time. I also don't think it is ethical to offer a service that is not going to fix the problem. Why offer to tuneup both doors if it won't fix either issue. Unfortunately I was not there or I would not have approved the service, my mother was there which makes it worse- taking advantage of an older person.
Regards,[redacted]
[redacted],On your initial complaint you stated that you have never had problems with the gate since you lived there, but the reason you called us out was because there was a problem with the gate. It was not opening and closing properly. When our technician arrived, he made some adjustments, and also made some recommendations, which you opted out of. We believe that, unfortunately, because of the problems, the gate closed on your car. We sincerely apologize for your difficulty in getting in touch with the area supervisor immediately after the incident, as he was out of town at that time. Customer care is our number one priority, and as a courtesy, to help ease some of the frustration of the incident and then the communication , we wanted to work with you by helping you with a portion of the cost of the repair. We made an offer that we agreed upon, and after thinking it over you decided to go a different route. Our offer will stand for the time being, and we really want to make sure you are satisfied, so please let us know if you change your mind and would like to proceed.
***,On your initial complaint you stated that you have never had problems with the gate since you lived there, but the reason you called us out was because there was a problem with the gateIt was not opening and closing properlyWhen our technician arrived, he made some adjustments, and also made some recommendations, which you opted out ofWe believe that, unfortunately, because of the problems, the gate closed on your carWe sincerely apologize for your difficulty in getting in touch with the area supervisor immediately after the incident, as he was out of town at that timeCustomer care is our number one priority, and as a courtesy, to help ease some of the frustration of the incident and then the communication , we wanted to work with you by helping you with a portion of the cost of the repairWe made an offer that we agreed upon, and after thinking it over you decided to go a different routeOur offer will stand for the time being, and we really want to make sure you are satisfied, so please let us know if you change your mind and would like to proceed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint The first time I called to request an appointment to have the doors looked at the salesman was vague and scheduled the appointmentI called back to get more details and asked for more information from the receptionistI would have never had service out if I was aware of the high service fee- you should disclose this ahead of timeI also don't think it is ethical to offer a service that is not going to fix the problemWhy offer to tuneup both doors if it won't fix either issueUnfortunately I was not there or I would not have approved the service, my mother was there which makes it worse- taking advantage of an older person Regards,***
The appointment requested was to diagnose issues with the garage doorThis is a service callHe made recommendations he thought necessary to repair the doorsAgain, the tune up is general maintenance and does help with minor issues and did help to quiet the doors down, etcThe technician explained that the foundation needed to be repaired before any further door adjustments could be made, but that doesn't mean that the tune up wouldn't helpFurthermore, if we had been asked to call Mrs*** directly for approval of charges we would have happily complied; this is not an uncommon requestThe technician had no way of knowing that the person onsite was not capable of make decisions for the homeAll charges were explained and approvedThere is no further action we can take at this time
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint In the future to avoid this process you could respond to one of the requests to call the customer to resolve the issueI was still interested in having the door repaired and other door leveled- the original request but of course I'll take my business to a Revdex.com graded company.
Regards,***
Mr***, We would like to begin by sincerely apologizing for the time it took for a manager to get back with youAs our representative stated, the manager was in another city managing for the weekHowever, customer care is our number one concern, and we value your businessYou are correct, this
should have been handled immediatelyWhen you called in for the initial repair, upon arriving, our technician made some recommendations because the gate opener was not functioning properlyWe feel that this malfunction is what caused the gate to close early on your car that eveningHowever, after hearing of your troubles and, most importantly, the communication problems you had with getting a call back, we want to make sure we do everything in our power to work with you to resolve thisWe are still in communication with you at this point and working with you to get your gate in perfect working orderWe sincerely thank you for your patience throughout this process.Regards,O'Brien
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me From: *** *** Sent: Monday, May 02, 10:AM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #*** The company has taken the steps to get our complaint resolved, so you can mark as satisfied Thanks so much for your help
We value your business, and will be happy to help you further after your foundation has been repaired.
Mrs. [redacted] requested a service appointment stating that she "needed her door looked at." No quote was given on the phone; the appointment was scheduled for the following Wednesday. We charge a service call fee of $47.50 for all service requests. This fee covers the trip out, and diagnostics of the...
system. The technician applied our 20% off coupon dropping this fee to $38.00. He recommended rollers to help the door roll more smoothly, but explained that the door is uneven due to foundation issues; major adjustments can not be made until that issue is repaired. At the customer's request, he performed a tune up on both doors at our half off coupon rate of $49.50 per door. The tune up is general maintenance and includes lubrication, tightening loose bolts and screws, minor adjustments as needed to the tracks/hinges, and checking the safety reversal system. The tune up is not designed to repair garage doors; it is simply maintenance to prevent any further damage/major issues from occurring. All applicable coupons have been applied for this residence; there are no further cost adjustments we can provide.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The first time I called to request an appointment to have the doors looked at the salesman was vague and scheduled the appointment. I called back to get more details and asked for more information from the receptionist. I would have never had service out if I was aware of the high service fee- you should disclose this ahead of time. I also don't think it is ethical to offer a service that is not going to fix the problem. Why offer to tuneup both doors if it won't fix either issue. Unfortunately I was not there or I would not have approved the service, my mother was there which makes it worse- taking advantage of an older person.
Regards,[redacted]
[redacted],On your initial complaint you stated that you have never had problems with the gate since you lived there, but the reason you called us out was because there was a problem with the gate. It was not opening and closing properly. When our technician arrived, he made some adjustments, and also made some recommendations, which you opted out of. We believe that, unfortunately, because of the problems, the gate closed on your car. We sincerely apologize for your difficulty in getting in touch with the area supervisor immediately after the incident, as he was out of town at that time. Customer care is our number one priority, and as a courtesy, to help ease some of the frustration of the incident and then the communication , we wanted to work with you by helping you with a portion of the cost of the repair. We made an offer that we agreed upon, and after thinking it over you decided to go a different route. Our offer will stand for the time being, and we really want to make sure you are satisfied, so please let us know if you change your mind and would like to proceed.