Thompson Painting & Decorating

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ It was explained to the customer when she made her appointment that the service call of is the standard charge to come out to a home and check over the door and does not include any labor or parts (this is standard procedure on every appointment we schedule)Upon inspection the technician advised her she had an older model opener and he could try changing out the capacitor but there was a chance it would not work and if he did that, he would have to charge the minimum 1/hour labor ($45)The customer agreed to this as wellThe capacitor change did not solve the issue and the technician informed her the only option at that point was to replace the opener, as other parts for the older model are unavailable, which she did not want doneShe wrote a check to the technician and signed the invoice and he left to go to his next job After the customer contacted the office I returned her call (a second time), leaving her a message advising her we would happily credit the $she paid toward having the necessary replacement completed, but that the charges were minimum standard charges of service call (charged on every job we go out to) and the minimum half hour labor that she had agreed to with the technician and they were completely valid and that if she had any further questions to please feel free to call me back As for her claims the technician only spent minutes at her house and therefore did not have time to completely inspect her door, this is a case of he said/she saidI can say that changing out the capacitor itself, which she stated he did, could not possibly be done in that amount of timeShe may be mistaken in her time frames due to her frustration over an easy repair not being an optionIt would take the technician half that time alone just to get his ladder and tools from his truck and set them up under the opener, not even going into the time it would take to open the machine, take out the old capacitor, replace it, close the machine, test the operator to determine if the replacement worked or not, then open the machine again, take back out the new capacitor and replace the old one and close the operator up again Again, we would be happy to credit the charges to the customer should she choose to have the necessary replacement done, as I did advise herBut the charges were within reason and fully explained to the customer and agreed to by her Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service call for $to check over the door was not completely doneAs I mentioned in my original complaint the "check list" on the invoice was incorrectOnly the first two items of the thirteen items on the check list (Operator and safety reverse were checked) but the other items on the check list were not checkedI was standing right there The cover on the machine was off before the service person arrived and ready to be inspected, therefore the time to take off a cover from the unit to inspect it did not happenAlso the cover was not replaced once the capacitor was plugged in and then taken outI also do not recall a ladder being usedSo if everything was open and ready to inspect and the check list was not done completely then my time frame of approximately minutes or less is correct Finally: I received only one voice message from your office not two I have never made a complaint to the Revdex.com before but after this particular issue I unfortunately had to do itThis is unfairI am requesting a refund, once again Final Business Response / [redacted] (4000, 10, 2015/10/09) */ While we maintain the charges are valid and were agreed to by the customer, we have decided to issue a customer dispute courtesy refund for the service call in the amount of $Refund check number will be mailed to the customer on 10/12/ Final Consumer Response / [redacted] (2000, 12, 2015/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I believe the refund to be fairThank you

Final Consumer Response / [redacted] (2000, 8, 2016/10/18) */

Initial Business Response / [redacted] (1000, 13, 2017/04/18) */ On March 6, Hanson garage door sent a technician to the home of [redacted] & [redacted] ***The technician determined that their garage door would either need to be completely replaced or they needed to replace a intermediate panelThe technician indicated on invoice # [redacted] that he would be charging a service call of $on March 6th and that the service call would be credited to the deposit upon the [redacted] ordering a new door or panel [redacted] supplied a credit card number on the invoice and signed the bottom of the invoice indicating that he was aware of the charges and agreed with Hanson's terms and conditions Later that day Hanson received a phone call from [redacted] ***She was upset with the service call amount of $In order to remedy the situation and insure customer satisfaction [redacted] was told that Hanson will not run the credit card provided in the amount of $The credit card number provided was blacked out and no amount has ever been charged from the ***Hanson apologizes for any communication errors on our endIf the [redacted] ever have any other issues with their garage doors we would be happy to help Sincerely, Hanson door service

Initial Business Response / [redacted] (1000, 9, 2017/03/29) */ On March 8, Hanson door service sent a technician to the customers homeThe customer told us over the phone that the garage door would not open and it needed to be looked at by a technicianWhen the technician arrived at the home he determined that the springs, rollers, and bearings failed our inspectionAfter this was explained and agreed upon by the customer the technician proceeded to replace the springs and bearingsOnce the work was completed the customer signed off and proceeded to pay the technician $which included the parts he purchased, labor, and tax On Friday March, the customer called us back to let us know he was still having problems with the doorHanson proceed to send a different technician back to the homeTechnician two found that there was a structural issue with the home supporting the doorA piece of wood had been modified to support the door and over time it had worn down and started to cause issues with the doorThe problem was intermittent and was not occurring when technician one was at the home on March Technician two fixed the problem free of charge and proceeded to run the door multiple times to make sure it was in good working conditionThe door was working properly on Friday March On Saturday March the customer tried to call Hanson's officeWe have an answering service on the weekend because our business hours are Monday-FridayThe customer left a message yet again saying he was having issues with the doorThe answering service booked him the first available appointment which was Monday March with Technician twoWhen technician two arrived he did not immediately find any issues with the doorHe ran the door about times and finally found an issue with one of the hinges on the customers older door.Technician two replaced the hinge for free and made sure the door was working properlyHanson has not heard from the customer since so we assume every thing is running smoothly with the door The two problems that accrued on March 10th and 13th were not happening the first time we went to the home on March Hanson fixed both issues free of charge to insure customer satisfactionHanson apologizes for any inconvenience caused by having to go out to the home multiple times, but there was no way of knowing these issues would occur from our first visit to the home If the customer has any further issues with the door he is welcome to call Hanson so we can assist him

Initial Business Response /* (1000, 5, 2015/09/23) */
It was explained to the customer when she made her appointment that the service call of 59.95 is the standard charge to come out to a home and check over the door and does not include any labor or parts (this is standard procedure on every...

appointment we schedule). Upon inspection the technician advised her she had an older model opener and he could try changing out the capacitor but there was a chance it would not work and if he did that, he would have to charge the minimum 1/2 hour labor ($45). The customer agreed to this as well. The capacitor change did not solve the issue and the technician informed her the only option at that point was to replace the opener, as other parts for the older model are unavailable, which she did not want done. She wrote a check to the technician and signed the invoice and he left to go to his next job.
After the customer contacted the office I returned her call (a second time), leaving her a message advising her we would happily credit the $104.95 she paid toward having the necessary replacement completed, but that the charges were minimum standard charges of service call (charged on every job we go out to) and the minimum half hour labor that she had agreed to with the technician and they were completely valid and that if she had any further questions to please feel free to call me back.
As for her claims the technician only spent 10 minutes at her house and therefore did not have time to completely inspect her door, this is a case of he said/she said. I can say that changing out the capacitor itself, which she stated he did, could not possibly be done in that amount of time. She may be mistaken in her time frames due to her frustration over an easy repair not being an option. It would take the technician half that time alone just to get his ladder and tools from his truck and set them up under the opener, not even going into the time it would take to open the machine, take out the old capacitor, replace it, close the machine, test the operator to determine if the replacement worked or not, then open the machine again, take back out the new capacitor and replace the old one and close the operator up again.
Again, we would be happy to credit the charges to the customer should she choose to have the necessary replacement done, as I did advise her. But the charges were within reason and fully explained to the customer and agreed to by her.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The service call for $59.95 to check over the door was not completely done. As I mentioned in my original complaint the "check list" on the invoice was incorrect. Only the first two items of the thirteen items on the check list (Operator and safety reverse were checked) but the other items on the check list were not checked. I was standing right there.
2. The cover on the machine was off before the service person arrived and ready to be inspected, therefore the time to take off a cover from the unit to inspect it did not happen. Also the cover was not replaced once the capacitor was plugged in and then taken out. I also do not recall a ladder being used. So if everything was open and ready to inspect and the check list was not done completely then my time frame of approximately 10 minutes or less is correct.
3. Finally: I received only one voice message from your office not two
I have never made a complaint to the Revdex.com before but after this particular issue I unfortunately had to do it. This is unfair. I am requesting a refund, once again.
Final Business Response /* (4000, 10, 2015/10/09) */
While we maintain the charges are valid and were agreed to by the customer, we have decided to issue a customer dispute courtesy refund for the service call in the amount of $59.95. Refund check number 7890 will be mailed to the customer on 10/12/15
Final Consumer Response /* (2000, 12, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe the refund to be fair. Thank you.

Initial Business Response /* (1000, 9, 2017/03/29) */
On March 8, 2017 Hanson door service sent a technician to the customers home. The customer told us over the phone that the garage door would not open and it needed to be looked at by a technician. When the technician arrived at the home he...

determined that the springs, rollers, and bearings failed our inspection. After this was explained and agreed upon by the customer the technician proceeded to replace the springs and bearings. Once the work was completed the customer signed off and proceeded to pay the technician $314.85 which included the parts he purchased, labor, and tax.
On Friday March, 10 the customer called us back to let us know he was still having problems with the door. Hanson proceed to send a different technician back to the home. Technician two found that there was a structural issue with the home supporting the door. A piece of wood had been modified to support the door and over time it had worn down and started to cause issues with the door. The problem was intermittent and was not occurring when technician one was at the home on March 8. Technician two fixed the problem free of charge and proceeded to run the door multiple times to make sure it was in good working condition. The door was working properly on Friday March 10.
On Saturday March 11 the customer tried to call Hanson's office. We have an answering service on the weekend because our business hours are Monday-Friday. The customer left a message yet again saying he was having issues with the door. The answering service booked him the first available appointment which was Monday March 13 with Technician two. When technician two arrived he did not immediately find any issues with the door. He ran the door about 30 times and finally found an issue with one of the hinges on the customers older door.Technician two replaced the hinge for free and made sure the door was working properly. Hanson has not heard from the customer since so we assume every thing is running smoothly with the door.
The two problems that accrued on March 10th and 13th were not happening the first time we went to the home on March 8.
Hanson fixed both issues free of charge to insure customer satisfaction. Hanson apologizes for any inconvenience caused by having to go out to the home multiple times, but there was no way of knowing these issues would occur from our first visit to the home.
If the customer has any further issues with the door he is welcome to call Hanson so we can assist him.

Final Consumer Response /* (2000, 8, 2016/10/18) */

Initial Business Response /* (1000, 13, 2017/04/18) */
On March 6, 2016 Hanson garage door sent a technician to the home of [redacted] & [redacted]. The technician determined that their garage door would either need to be completely replaced or they needed to replace a intermediate panel. The technician...

indicated on invoice #[redacted] that he would be charging a service call of $59.95 on March 6th and that the service call would be credited to the deposit upon the [redacted] ordering a new door or panel. [redacted] supplied a credit card number on the invoice and signed the bottom of the invoice indicating that he was aware of the charges and agreed with Hanson's terms and conditions.
Later that day Hanson received a phone call from [redacted]. She was upset with the service call amount of $59.95. In order to remedy the situation and insure customer satisfaction [redacted] was told that Hanson will not run the credit card provided in the amount of $59.95. The credit card number provided was blacked out and no amount has ever been charged from the [redacted]. Hanson apologizes for any communication errors on our end. If the [redacted] ever have any other issues with their garage doors we would be happy to help.
Sincerely,
Hanson door service