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USA Garage Solutions Reviews (7)

Hello again [redacted] ***, I understand that you may be put off by policies changing over the years Just as I explained to you over the phone, yes prices do change over the years (cars, houses, tuition, everything) as our conversation continued I further explained that our hour minimum labor charge was put into place years ago We made the determination to adopt this policy because that is what we saw about 90% of ALL service companies charging as a standard procedure for a more organized and streamlined pricing structure In addition to that factor (and us just keeping in-line with the rest of the garage door market in this area) we also found that companies cannot survive doing $repairs here and thereWith that said I am willing to give work with you on what would be an appropriate resolution, but are you going to pay what you paid on 9/16/2011....NO! At that time you paid $for different work (not even related to the rollers) When we give you a quote it is given before the work gets done NOT AFTER!!!!!!! That way we do NOT run into problems such as this You knew the cost before the work was started and yet you did not inquire as to how long it will take, nor did you ask how much of the cost was labor Instead you chose to have the work done for the agreed upon price of $then dispute the cost afterward That is like going to the grocery store buying a bag of chips for $2.00, eating the bag in the parking lot, then walking back into the store and demanding your money back because you bought the same brand years before for $ Then if they don't give you your money back you picket in front of their store holding a sign and yelling about how horrible and expensive their prices are trying to deter future customers of theirs (that is the equivalent of Revdex.com reporting when you could have just called and truly stated your concern) I am the office manager and I spoke to you on the phone, by the time we got off you were laughing and you seemed to understand why prices change over the years and why companies implement new policies every year.....to conform to the current economy and service industry Additionally should you have inquired about any labor charges when you initially called (which people do every day numerous times a day) I would have been 100% true and honest in explaining them to ensure that there were no concerns when you set up the appointment (I am the one that you spoke to then as well) We have built our company over the years being honest and up-front with ALL of our customers We have an EXCELLENT reputation not only with the Revdex.com but Angie's List and other very prestigious business rating companies as well We did NOT earn that reputation by lying, cheating, or being dishonest with ANY of our customersWe have built our strong reputation on honesty, integrity, the skill of the technicians that we hire, and first and foremost customer serviceAs I said earlier I am happy to discuss the possible refund of a percentage of your cost just in the effort to close this matter, you have my contact information and I encourage you to give me a call However was contacting the Revdex.com in an effort to destroy our reputation necessary (especially when I am always willing to handle this in a less dramatic fashion) noI look forward to your call and have a nice day

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
As I said in my earlier
email, I think we have miscommunicated but repeating what you may or may not
have said or you would have said if I had asked is not helpingBut to summarize:
1) It was not clear to me how the pricing is being
done and that a minimum of 125$ is required independent of the task
2) 2) It was not clearly communicated what was to be
done and actually what was done at the doorthe tradesman did say something about
dangerous springs and that I have to do something about it in the future but I could
not figure out what exactlyThe receipt only says ‘rolls spring’ and he left
me with broken rollers (or what he might have called rolls) and what you
might call ‘pullies’Your response was the first time I heard that something else
might have been done but I am still not fully clear
3) 3) I DID NOT (and I emphasize that) negotiate any
price with the tradesmanI could not have done that at that point as I did not
know what actually was to be doneBased on the price (not knowing that this
was your standard for the first hour) I thought it had to be something more
involved than ‘just’ replacing the rollers
4) 4) Thus my surprise and disappointment when I realized
that all he did was just what I thought was replacing the rollers, which he had
left for me to see, and he showed to me how they were broken
5) 5) That there seems to substantially more involved
was not communicated to me sufficiently until your response just now (and I am
still not fully understanding) and hence my initial action
6) 6) As said earlier, I think there was quite a bit
of miscommunication although you seem to see that differentlyThus we can
agree that we disagreeNo further action required.
Regards,
*** ***

Hello again [redacted],
I understand that you may be put off by policies changing over the years.  Just as I explained to you over the phone, yes prices do change over the years (cars, houses, tuition, everything)  as our conversation continued I further explained that our 1...

hour minimum labor charge was put into place 2 years ago.  We made the determination to adopt this policy because that is what we saw about 90% of ALL service companies charging as a standard procedure for a more organized and streamlined pricing structure.  In addition to that factor (and us just keeping in-line with the rest of the garage door market in this area) we also found that companies cannot survive doing $40 repairs here and there.
With that said I am willing to give work with you on what would be an appropriate resolution, but are you going to pay what you paid on 9/16/2011....NO!  At that time you paid $100 for different work (not even related to the rollers).  When we give you a quote it is given before the work gets done NOT AFTER!!!!!!! That way we do NOT run into problems such as this.  You knew the cost before the work was started and yet you did not inquire as to how long it will take, nor did you ask how much of the cost was labor.  Instead you chose to have the work done for the agreed upon price of $185.00 then dispute the cost afterward.  That is like going to the grocery store buying a bag of chips for $2.00, eating the bag in the parking lot, then walking back into the store and demanding your money back because you bought the same brand 3 years before for $1.75.  Then if they don't give you your money back you picket in front of their store holding a sign and yelling about how horrible and expensive their prices are trying to deter future customers of theirs (that is the equivalent of Revdex.com reporting when you could have just called and truly stated your concern).
  I am the office manager and I spoke to you on the phone, by the time we got off you were laughing and you seemed to understand why prices change over the years and why companies implement new policies every year.....to conform to the current economy and service industry.  Additionally should you have inquired about any labor charges when you initially called (which people do every day numerous times a day) I would have been 100% true and honest in explaining them to ensure that there were no concerns when you set up the appointment.  (I am the one that you spoke to then as well).  
We have built our company over the years being honest and up-front with ALL of our customers.  We have an EXCELLENT reputation not only with the Revdex.com but Angie's List and other very prestigious business rating companies as well.   We did NOT earn that reputation by lying, cheating, or being dishonest with ANY of our customers. We have built our strong reputation on honesty, integrity, the skill of the technicians that we hire, and first and foremost customer service.
As I said earlier I am happy to discuss the possible refund of a percentage of your cost just in the effort to close this matter,  you have my contact information and I encourage you to give me a call.  However was contacting the Revdex.com in an effort to destroy our reputation necessary (especially when I am always willing to handle this in a less dramatic fashion)  no.
I look forward to your call and have a nice day.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I find the response of the company slightly offensive implying
that I made the complaint to destroy the reputation of the company and other
places in the response. But I also realize that there was miscommunication at
work. When I called initially I was told that there was in any case a charge of
39$ for coming out but that if the repair only involves rollers I will ‘only’
have to pay for the work and costs associated with replacing those. When the
tradesman told me 185$ he did not specify what exactly he would do and I was
surprised by the amount but thought he would do all kinds of changes that will
take a long time thus I was surprised that he was done after a few minutes. Only
after the repair did he explain that there was a standard charge of 125 for the
first hour even if the repair lasts only a few minutes. It would have been very
helpful if that practice was stated at the initial phone conversation rather
than stating ‘only’ costs for replacing rollers will have to be paid rather
than the $39 dollars. When the tradesman was there I had only the choice to pay
39$ and not have anything done or pay 185$ for 10 minutes work. But at that
time I still did not know that this was the company’s policy to charge the
first hour in full as this had not been stated and I was still in the believe
that this will involve a larger repair given the price. I realize though that
this is a case of miscommunication and was not done to intentional mislead the
customer. Given the tone in the response of the company I really don’t want to
call but I realize that this situation was based on miscommunication and wrong
expectations on my part due to their excellent previous work at my house (which
did last a full hour at the time involving also replacing of rollers) and the
pricing at the time (even though that was 3 years ago - just for the record
your labor costs have about tripled in 3 years and you cannot compare that to
any price increase in the economy – not even tuition costs or house prices). 
Regards,
[redacted]

Review: They listed my home address as the business location for there office. Please see the there web page [redacted] This is a home not a business.Desired Settlement: I would like my home address to be removed from this web site. They do not have permission to use it.

Business

Response:

In response to this complaint (she may not be aware of this) but this woman is the wife of one of our very recently separated technicians. The techs name is [redacted]. [redacted] and he was assigned a work truck to take home on a nightly basis. His recorded legal address is listed at [redacted], and that is where the IRS and every other government agency has him listed as living. In order for him to take the truck home every night and it not get towed he gave ABC permission to use his address on one of our websites (but in no way listed or utilized as a commercial location). This permission was given directly to ABC Garage Repair at the end of 2011. Up until said technician was separated from ABC this was never an issue nor was our truck towered, which enabled him to work longer hours and make additional money closer to home rather than in places such as [redacted] and [redacted]. This permission allowed him to have exclusive territory coverage in Northern Virginia.

Review: I described over the phone that my garage door needed repair and that 2 small rollers needed replacement. I was told that I will have to pay the service man for coming out to my house (some 39$) but that if only a roller needed to be replaced I would not be charged that amount but only what the actual service cost was. when the man arrived he told me that he will charge the costs of the rollers and his work time which was 125 $ per hour. the service man replaced the rollers in about 10 minutes and charged me the full hour despite having spend only about 10 minutes. when I called the company that I was charged that amount for 10 minutes of work I was told taht the first hour is always charged full. at no point during the first phone call was it made clear that only having to pay for a 10 minute service would mean to pay for a full hour.

the same company had worked at the garage in the past and at that time (3 years ago) they did not have that practice of charging for the first hour in full despite shorter time required for the actual work.Desired Settlement: an adjustment of the costs of $125 for labor to the actual time worked.

Business

Response:

Hello again [redacted],

Review: The company gave me an estimate over the phone for the approxcost of replacing springs for our garage doorThe starting cost was $including laborThey were advised that it was a heavy two-car garage door by [redacted], The time frame for coming out to the house was between 2-p.mon the 12th of July, they showed up at 6:p.mThe final cost was initially $00.00, but reduced to $when I questioned the costsThe Company installed two different size springs, stating it was proper to do that and that was all the repairman had on his truckThe Company owner has refused to present me with a separate labor and parts costThe repairman was present for less than minutes.Desired Settlement: I believe that I should be refunded some of the fees I paid to the Company
Business
Response:
Dear **[redacted],
about this complaint here is my response:
"The company gave me an estimate over the phone for the approxcost of replacing springs for our garage doorThe starting cost was $including laborThey were advised that it was a heavy two-car garage door by [redacted],"**My response to this statement is that we only state on the phone that the price STARTS at $Because a spring size is determined by the weight of the door which he did not knowAll he could say is that it was heavyWell because of the down-force that a broken spring puts on the door even the lightest of doors feels heavy
"The time frame for coming out to the house was between 2-p.mon the 12th of July, they showed up at 6:p.mThe final cost was initially $00.00, but reduced to $380.00"**The technician who was scheduled to come to do his replacement had an extremely difficult install earlier that day and it ran longer than expectedWe communicated this or times with **[redacted] and he was given the opportunity to reschedule with him having priority of any time slot that he wantedif that was what he preferredInstead he repeatedly said "no we are here please come." So yes my technicians do typically stop the day at 5PM we still went to his home at 6:45PM because of our dedication to customer serviceAs for the charges it wasn't because of the price questioning (which did not happen because he wasn't even there for that potion of the visit his wife was) the technician gave him a considerable discount because of our un-controllable lateness
[I am more than happy to show and send completed invoices with the same parts and you can see the large discount that was given to him]
"The Company installed two different size springs, stating it was proper to do that and that was all the repairman had on his truck.**Springs are determined by the weight of the door, the force, and limits on the opener that the customer hasThis is done by weighing the door, factoring in the door size (square footage) and using a system very specific mathematical calculation to determine what is the proper [redacted] for the doorFrom that information you can determine what the springs need to be pushing and pulling; there are about different residential spring sizes alone so each door as long as the [redacted] is correct there are about or different spring combinations that will capture the doors optimal performance: on his particular door we could have used only one large spring, or even four smaller springs if that was what the tech wanted to do all of which would have the same ending resultWire size, ID, OD, coil count and length differentiate a springs sizeSo the combo that **[redacted] got was perfect for his door to achieve the maximum amount of cycles (10,000-25,000)
"The Company owner has refused to present me with a separate labor and parts costThe repairman was present for less than minutes."**We do not charge labor by the hour it is done by the jobFor this reason whomever is present at the time of repair is given a price BEFORE any work is done so at that point if they figure it is to expensive for them they are more than welcome to refuse serviceIn this case we offered a discount because of the hour of the evening and all charges were accepted
As you can see we did everything that we could to try to make **[redacted] a happy (or at least not angry) customerWe let him know about timing, we gave pricing before the job was even started, we explained what we were doing, we offered a discountWe have a perfect record with the Revdex.com and it is something that we take a great amount of pride inThis is not a record that bad, unfair, or unethical companies can attain and maintain, but we have managed to do soWe have already given **[redacted] over a $discount, which was more than fair, so we will not be issuing an additional discountWe will continue operating on a daily basis as a very fair, competitive and customer oriented company
If you require any additional information please do NOT hesitate to contact me
Sincerely,[redacted]

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Description: Garage Organizers, Garage Doors & Openers

Address: 647 Lofstrand Ln Ste A, Rockville, Maryland, United States, 20850

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