Thompson's Garage Door Service LLC

[redacted] Dear Ms [redacted] ,Thank you for taking the time to let us know your concerns and allowing us the opportunity to learn from this experience We apologize for any misunderstandings and frustrations regarding the price, quality of work and temperament of our qualified garage door techniciansOur company was called by the customer to come finish the opener project that they had started My coworker and I made arrangements to meet that day and give them an estimate The customers fiancé was the first to meet with us and I mentioned to him what they completed was done well Minutes later the customer entered the garage and I gave the same compliment to her As my coworker and I looked at the job to be completed a firm estimate of $was given as the job would have to be customized as the structure was a "double low headroom" Meaning there is limited room for the opener to be placed This is where the customer ran into trouble with finishing their project The customer left with the price givenMy coworker and I spent time planning what modifications would be needed to make the opener work properly The customer's mother was informed that we needed to come back as we didn't have the proper equipment needed that day I contacted the customer later that afternoon to set up a time for the following morning, again, the customer was in agreement with the price quoted We arrived as scheduled and started to complete the job with the material that was left from the customers project The customer showed up on her lunch hour to check the progress This is when she mentioned that she contacted three other companies and they quoted her $to finish the job She asked again what I was going to charge and I gave her the same amount as before, $ We discussed it many times as we were in the garage with our work almost completed She asked me for an itemized list of what needed to be done My response was "double low headroom" as previously discussed We had to drill through the other side of the garage and install the cable tension through the hole in order for the door to close She left to go back to work and never once asked me to stop I was firm with the price given and no negotiations were brought up at anytime The job was completed properly and the customers mother was given all the instructions on how the device operated We tested it with her numerous times and it was working correctlyI contacted the customer to receive the payment and the customer said "You need to come complete the job." Confused, I asked her is it not working? Her reply was "Oh, it's working, but there's a stick jammed in the box." I said okay I will come take a look We meet at 4:that afternoon as agreed The owner and I met with the customer so he could look at what as done The customers mother came out and we operated the door several times and it was working properly Later that afternoon my senior technician and I showed up so he could look at the job and made sure that it was in working order, which it was, with the customer present The customer stated that they found a stick jammed into the box, but we didn't see it The customer then proceeded to rudely comment that if your company could not do the job then they should have walked away As I was one of the technicians that completed the job that I was assigned to do, yes, that was an insulting comment as the door has worked since completion I did say do not insult my intelligence At that time, my senior technician took over the situation and they both agreed on $and that the customer would stop by the office the next day to make the payment The payment was made to the owner and no other complaints were made by the customerWe understand that the customer would like a refund; however, the job was properly completed and neither party stated the job should be stopped The price was reduced from the firm estimate of $to $as that would have been the price of the other garage door companiesOur company is NOT and will NOT take advantage of any customer who contacts us for a job or a quote nor we will over price as each job is different Every company will be different with their pricing due to the competitive market and every company including ours will strive to do their best no matter the circumstances.Sincerely,Thompson's Garage Doors

I have received the check for $last nightI deposited it this morningAt this point I wish to close out the complaintThank you

We needed to have a side mount, jack shaft, garage door opener installedI called around to numerous other places receiving price quotes, at the highest of $for the whole thing to be installedWe decided to install the opener ourselves but when we got to the tension part, we were unable to continue and had to call to have someone finish it up We installed 1/2-3/of the workAmy from Thompson Garage door came out on two different daysThey did install the tension pieceThe door did not open all the way due to where it was installedApproximately three weeks later Amy contacted me for paymentThree days prior to her contact we were installing a lock in the garage door and noticed that there was a stick (tree twig) jammed in the tension pieceThis had been jimmy rigged! So I explained to her the door did not go all the way up and we just found this twig in the part, which my mom had stated had been there the entire time and she just thought it needed to be there to hold som

Thompson's Garage Door Service did respond on a Saturday and did fix my garage door which is still working fineBut they never gave an estimate and then just presented a yellow legal pad paper with hand written price owed on itI paid the man and he said he would have a receipt sent out to meBut after numerous attempts at contacting Ms M*** I have never received any replyIf you need to document the transaction at all, be sure to get an estimate in advance of work, and only pay after you are presented a billWork was ok but customer service very lacking

Complaint: ***
I am rejecting this response because: 1. I was NEVER given an estimate until the started doing the work, neither was my mother, where the work was being done. I did state that the other estimates I was given where $120 right after the work began. Amy stated, we will talk about it after I see how much work needs to be done! 2. About two weeks ago the garage door stopped functioning completely and my mother did not tell me until this Saturday as she is upset with the money that is being spent on the door and it is not working. This door literally worked for a couple of weeks tops and then stopped. 3. I talked to Harry (whom I believe is the original owner and father of Amy) on the phone on Saturday (11.19.16) explaining to him the door has stopped functioning. He stated that they wanted to take it down in the first place, I stated that I did not want that as it was partially installed by us. I do not trust they would only take down that one part! I asked if he honestly would want to spend more time (which equals money) on taking it all down? He agreed that was not very good business. He stated he would pay me back the $as the door is not functioning. He stated, and I quote "it was never going to work for very long". I asked him, why did you do the job and why did you have me pay $knowing that it would not be working in the future. He had no answer to that. I called Harry today and he was unable to meet me to get my refund as he stated he had a meeting. He told me to call back tomorrow (11.22.16) in the morning for us to set something up. I then received this email! 4. This company has clearly taken money for a job that they blatantly knew would not be working in a short amount of time. That alone, is reason to pay me back! As I stated, if they can't do the work, they shouldn't have tried and taken my money for it. 5. At this point, I do not want them stepping foot in my mothers garage as clearly, they are not a reputable company and I would have no idea what they could do to destroy/take down parts. 6. The door is NOT working. I paid $for the services to have a working door. I want my money back at this point so I can take my business elsewhere and get the door workingIt is sad that my moms door is not functioning and that is not what I paid for! Are they praying on elderly people now thinking that they will not fight this? That is why my mom has asked me to be involved from the get go! This company surely shows why Im so glad I did as my mom would have been ripped off! Thank you
Regards,
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*** *** ***Dear Ms***,Thank you for taking the time to let us know your concerns and allowing us the opportunity to learn from this experience We apologize for any misunderstandings and frustrations regarding the price, quality of work and temperament of our qualified garage door technicians. Our company was called by the customer to come finish the opener project that they had started My coworker and I made arrangements to meet that day and give them an estimate The customers fiancé was the first to meet with us and I mentioned to him what they completed was done well Minutes later the customer entered the garage and I gave the same compliment to her As my coworker and I looked at the job to be completed a firm estimate of $was given as the job would have to be customized as the structure was a "double low headroom" Meaning there is limited room for the opener to be placed This is where the customer ran into trouble with finishing their project The customer left with the price given. My coworker and I spent time planning what modifications would be needed to make the opener work properly The customer's mother was informed that we needed to come back as we didn't have the proper equipment needed that day I contacted the customer later that afternoon to set up a time for the following morning, again, the customer was in agreement with the price quoted We arrived as scheduled and started to complete the job with the material that was left from the customers project The customer showed up on her lunch hour to check the progress This is when she mentioned that she contacted three other companies and they quoted her $to finish the job She asked again what I was going to charge and I gave her the same amount as before, $ We discussed it many times as we were in the garage with our work almost completed She asked me for an itemized list of what needed to be done My response was "double low headroom" as previously discussed We had to drill through the other side of the garage and install the cable tension through the hole in order for the door to close She left to go back to work and never once asked me to stop I was firm with the price given and no negotiations were brought up at anytime The job was completed properly and the customers mother was given all the instructions on how the device operated We tested it with her numerous times and it was working correctly. I contacted the customer to receive the payment and the customer said "You need to come complete the job." Confused, I asked her is it not working? Her reply was "Oh, it's working, but there's a stick jammed in the box." I said okay I will come take a look We meet at 4:that afternoon as agreed The owner and I met with the customer so he could look at what as done The customers mother came out and we operated the door several times and it was working properly Later that afternoon my senior technician and I showed up so he could look at the job and made sure that it was in working order, which it was, with the customer present The customer stated that they found a stick jammed into the box, but we didn't see it The customer then proceeded to rudely comment that if your company could not do the job then they should have walked away As I was one of the technicians that completed the job that I was assigned to do, yes, that was an insulting comment as the door has worked since completion I did say do not insult my intelligence At that time, my senior technician took over the situation and they both agreed on $and that the customer would stop by the office the next day to make the payment The payment was made to the owner and no other complaints were made by the customer. We understand that the customer would like a refund; however, the job was properly completed and neither party stated the job should be stopped The price was reduced from the firm estimate of $to $as that would have been the price of the other garage door companies. Our company is NOT and will NOT take advantage of any customer who contacts us for a job or a quote nor we will over price as each job is different Every company will be different with their pricing due to the competitive market and every company including ours will strive to do their best no matter the circumstances.Sincerely,Thompson's Garage Doors

She contacted our company to come out and complete the installation the homeowners started The estimate of $was given to customer as the job would have to be customized due to the construction of the garage which has a double low headroom garage door The bid of $was
agreed on when we first started Half way completed the customer stated that other companies gave an unseen quote of $ She never asked to me to quit so she could use another company.She never contacted me or the company about the concern of the twig until payment was requested This was three weeks after completion.She states in her complaint that the door is functioning.It is unfortunate that she didn't like the service, but we completed the job we were hired for.Thompson's Garage DoorAmy