Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ I am very sorry that the customer feels like she was overchargedWe try to be very fair and usually we undercharge compared to other garage door companiesOur prices are usually lower than others even with a mileage chargeAs I show below, our price to fix this job was still lower than the competition We were contacted by the customer with a garage door issueShe requested we come fix her doorWe went to the residence and checked the problem, finding a broken spring on the garage doorThe customer had an unusual door, so we did not have the correct parts on the truckThe springs were extension springs, not torsion springsWe charged absolutely nothing for this callWe told her we would have to order the correct springs and return to do the job and she was fine with thisShe apparently did not ask for the pricing, just requested that we fix itOur company is based in Springfield MO, but we service the Branson area and include mileage charges on any quotes or servicesWe have a local Branson phone number and we try to let everyone know of mileage charges and total service charges before doing any work We had to special order the springsThe springs arrived a few days laterWe spoke with the customer on the phone and she requested that we come replace the springsI say this because sometimes we reduce the mileage charge when we have multiple service calls in the Branson area, but in this case we made a special trip to this job so that we could satisfy the customerAgain, she apparently did not ask about the total cost and we mistakenly did not tell her ahead of timeWe sent our best technician who is faster than mostHe is usually able to do repairs much quicker than normal, so we pay him more than othersOur standard service rate of $ [redacted] covers an hour, but since we made trips (not sure why the customer says visits), and we had to special order the parts and pay shipping charges, we elected to charge the full $ [redacted] fee plus $ [redacted] mileage plus $ [redacted] for each spring for a total of $ [redacted] The customer paid the bill with no complaints at the timeIt would have been much easier to handle the situation if we knew she was not happy at that pointToday I checked the cost of springs on-line at Lowes and they were in the same price range as our priceI also made an anonymous call to a local Branson garage door companyThey quoted on the phone for the same exact repair in Rockaway Beach that it would cost $180, so we were still less cost than others Again, I think that we were very fair with this customer and did a good job repairing her garage door, and we have a 2-year warranty on repairsNo, we don't work for freeYes, we charge a fair amount for a very professional guaranteed repair We strive to please every customer and we absolutely hate having a dissatisfied customerWe will do whatever it takes to make this customer happy even if we lose moneyWe would like to know if a reputable garage door repair company would do this job for less costPlease let us know what we can do Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/02) */ The person who responded to your notice lied about informing me of the price, it was never mentioned I also never knew they were in Springfield, I called a Branson number, and assumed they were hereI called them because I thought they had installed the openerAt any rate, he wasn't truthful with me or youThank youLauretta Final Business Response / [redacted] (**00, 11, 2015/02/03) */ We refunded the total amount of the jobThere is no reasoning with people like this, so it's not worth it to continue Final Consumer Response / [redacted] (4200, 13, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never quoted a price, and I was not informed they were in Springfied The phone number I called was in Branson, so I assumed they were thereThey never informed me any thing
Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ I am very sorry that the customer feels like she was overchargedWe try to be very fair and usually we undercharge compared to other garage door companiesOur prices are usually lower than others even with a mileage chargeAs I show below, our price to fix this job was still lower than the competition We were contacted by the customer with a garage door issueShe requested we come fix her doorWe went to the residence and checked the problem, finding a broken spring on the garage doorThe customer had an unusual door, so we did not have the correct parts on the truckThe springs were extension springs, not torsion springsWe charged absolutely nothing for this callWe told her we would have to order the correct springs and return to do the job and she was fine with thisShe apparently did not ask for the pricing, just requested that we fix itOur company is based in Springfield MO, but we service the Branson area and include mileage charges on any quotes or servicesWe have a local Branson phone number and we try to let everyone know of mileage charges and total service charges before doing any work We had to special order the springsThe springs arrived a few days laterWe spoke with the customer on the phone and she requested that we come replace the springsI say this because sometimes we reduce the mileage charge when we have multiple service calls in the Branson area, but in this case we made a special trip to this job so that we could satisfy the customerAgain, she apparently did not ask about the total cost and we mistakenly did not tell her ahead of timeWe sent our best technician who is faster than mostHe is usually able to do repairs much quicker than normal, so we pay him more than othersOur standard service rate of $ [redacted] covers an hour, but since we made trips (not sure why the customer says visits), and we had to special order the parts and pay shipping charges, we elected to charge the full $ [redacted] fee plus $ [redacted] mileage plus $ [redacted] for each spring for a total of $ [redacted] The customer paid the bill with no complaints at the timeIt would have been much easier to handle the situation if we knew she was not happy at that pointToday I checked the cost of springs on-line at Lowes and they were in the same price range as our priceI also made an anonymous call to a local Branson garage door companyThey quoted on the phone for the same exact repair in Rockaway Beach that it would cost $180, so we were still less cost than others Again, I think that we were very fair with this customer and did a good job repairing her garage door, and we have a 2-year warranty on repairsNo, we don't work for freeYes, we charge a fair amount for a very professional guaranteed repair We strive to please every customer and we absolutely hate having a dissatisfied customerWe will do whatever it takes to make this customer happy even if we lose moneyWe would like to know if a reputable garage door repair company would do this job for less costPlease let us know what we can do Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/02) */ The person who responded to your notice lied about informing me of the price, it was never mentioned I also never knew they were in Springfield, I called a Branson number, and assumed they were hereI called them because I thought they had installed the openerAt any rate, he wasn't truthful with me or youThank youLauretta Final Business Response / [redacted] (**00, 11, 2015/02/03) */ We refunded the total amount of the jobThere is no reasoning with people like this, so it's not worth it to continue Final Consumer Response / [redacted] (4200, 13, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never quoted a price, and I was not informed they were in Springfied The phone number I called was in Branson, so I assumed they were thereThey never informed me any thing