Initial Business Response /* (1000, 5, 2015/01/23) */
I am very sorry that the customer feels like she was overcharged. We try to be very fair and usually we undercharge compared to other garage door companies. Our prices are usually lower than others even with a mileage charge. As 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 issue. She requested we come fix her door. We went to the residence and checked the problem, finding a broken spring on the garage door. The customer had an unusual door, so we did not have the correct parts on the truck. The springs were extension springs, not torsion springs. We charged absolutely nothing for this call. We told her we would have to order the correct springs and return to do the job and she was fine with this. She apparently did not ask for the pricing, just requested that we fix it. Our company is based in Springfield MO, but we service the Branson area and include mileage charges on any quotes or services. We 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 springs. The springs arrived a few days later. We spoke with the customer on the phone and she requested that we come replace the springs. I 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 customer. Again, she apparently did not ask about the total cost and we mistakenly did not tell her ahead of time. We sent our best technician who is faster than most. He is usually able to do repairs much quicker than normal, so we pay him more than others. Our standard service rate of $** covers an hour, but since we made 2 trips (not sure why the customer says 3 visits), and we had to special order the parts and pay shipping charges, we elected to charge the full $** fee plus $** mileage plus $[redacted] for each spring for a total of $[redacted]. The customer paid the bill with no complaints at the time. It would have been much easier to handle the situation if we knew she was not happy at that point. Today I checked the cost of springs on-line at Lowes and they were in the same price range as our price. I also made an anonymous call to a local Branson garage door company. They 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 repairs. No, we don't work for free. Yes, we charge a fair amount for a very professional guaranteed repair.
We strive to please every customer and we absolutely hate having a dissatisfied customer. We will do whatever it takes to make this customer happy even if we lose money. We would like to know if a reputable garage door repair company would do this job for less cost. Please let us know what we can do.
Initial Consumer Rebuttal /* (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 here. I called them because I thought they had installed the opener. At any rate, he wasn't truthful with me or you. Thank you. Lauretta
Final Business Response /* (**00, 11, 2015/02/03) */
We refunded the total amount of the job. There is no reasoning with people like this, so it's not worth it to continue.
Final Consumer Response /* (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 there. They never informed me any thing.
Initial Business Response /* (1000, 5, 2015/01/23) */
I am very sorry that the customer feels like she was overcharged. We try to be very fair and usually we undercharge compared to other garage door companies. Our prices are usually lower than others even with a mileage charge. As 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 issue. She requested we come fix her door. We went to the residence and checked the problem, finding a broken spring on the garage door. The customer had an unusual door, so we did not have the correct parts on the truck. The springs were extension springs, not torsion springs. We charged absolutely nothing for this call. We told her we would have to order the correct springs and return to do the job and she was fine with this. She apparently did not ask for the pricing, just requested that we fix it. Our company is based in Springfield MO, but we service the Branson area and include mileage charges on any quotes or services. We 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 springs. The springs arrived a few days later. We spoke with the customer on the phone and she requested that we come replace the springs. I 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 customer. Again, she apparently did not ask about the total cost and we mistakenly did not tell her ahead of time. We sent our best technician who is faster than most. He is usually able to do repairs much quicker than normal, so we pay him more than others. Our standard service rate of $** covers an hour, but since we made 2 trips (not sure why the customer says 3 visits), and we had to special order the parts and pay shipping charges, we elected to charge the full $** fee plus $** mileage plus $[redacted] for each spring for a total of $[redacted]. The customer paid the bill with no complaints at the time. It would have been much easier to handle the situation if we knew she was not happy at that point. Today I checked the cost of springs on-line at Lowes and they were in the same price range as our price. I also made an anonymous call to a local Branson garage door company. They 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 repairs. No, we don't work for free. Yes, we charge a fair amount for a very professional guaranteed repair.
We strive to please every customer and we absolutely hate having a dissatisfied customer. We will do whatever it takes to make this customer happy even if we lose money. We would like to know if a reputable garage door repair company would do this job for less cost. Please let us know what we can do.
Initial Consumer Rebuttal /* (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 here. I called them because I thought they had installed the opener. At any rate, he wasn't truthful with me or you. Thank you. Lauretta
Final Business Response /* (**00, 11, 2015/02/03) */
We refunded the total amount of the job. There is no reasoning with people like this, so it's not worth it to continue.
Final Consumer Response /* (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 there. They never informed me any thing.