Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The offer of $100 is half of what you previously offered. That is unacceptable. I wouldn't have paid for a garage door opener from any company. I would've purchased and installed one myself. Just like I've done in the past without issue. I wasn't given that option. We are asking for a full refund. I have always been under the impression that the customer is always right. Take out of the equation that we feel like your company had compromised our garage door spring; there is still an issue with the fact that the second technician from your company and the third party company both told us that given the history (which was also the SAME EXACT history given to the first technician) that it was the spring that should've been replaced not the opener. The first technician was given the same history and went for replacing the opener. If he was, as we were told, a manager of sorts, then why did he not talk to us about the spring, inspect it and then give us the option? I feel taken advantage of. Someone must have been in the wrong and it has to have been your first technician since your second technician and the third party company agreed on the spring being bad. I'm also beyond upset that no one from the customer service had still yet to contact me. I called almost everyday for a week and sometimes every hour with no call back. Who doesn't call a customer back?? Where is the customer service??? I also never received an receipt of the service either. This is just poor business practices. We are asking for a full refund given the circumstances, lack of good business practices, customer service and installing an opener that didn't need to be replaced.
Regards,
[redacted]
We would like to extend another apology for the inconvenience and difficulty with the order and would like to thank the customer for allowing us the opportunity to earn his business. We appreciate this feedback being brought to our attention to give us the opportunity to re-train the employees...
involved on correct order and scheduling procedures. We have already agreed to refund the $200 deposit and a check has been requested and will be mailed to the client within 2-3 weeks. We apologize for the delay, but unfortunately our bank can take up to two weeks from when the original check was deposited to notify us of any stop pay, NSF, closed account, or etc and we have to verify the original check has cleared before issuing a refund.
The two issues the customer has had with the garage door are completely unrelated. When our technician came out on 10/15 a problem was diagnosed with the motor and replacement was recommended, agreed to, and completed. When the technician left the door was functioning properly and if there had been...
any other concerns presented they would have been brought to the customer's attention and options for repair or replacement given. We cannot diagnose or address a problem that has not been presented. The installation of the motor does not in any way involve any adjustments or work being done to the springs as they are completely separate components. It appears to be an extreme coincidence that the spring broke within a day of our technician replacing the motor, but even with this being the case we still reached out to the customer and offered them a special reduced price for the new springs due to the whole experience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
The offer of $100 is half of what you previously offered. That is unacceptable. I wouldn't have paid for a garage door opener from any company. I would've purchased and installed one myself. Just like I've done in the past without issue. I wasn't given that option. We are asking for a full refund. I have always been under the impression that the customer is always right. Take out of the equation that we feel like your company had compromised our garage door spring; there is still an issue with the fact that the second technician from your company and the third party company both told us that given the history (which was also the SAME EXACT history given to the first technician) that it was the spring that should've been replaced not the opener. The first technician was given the same history and went for replacing the opener. If he was, as we were told, a manager of sorts, then why did he not talk to us about the spring, inspect it and then give us the option? I feel taken advantage of. Someone must have been in the wrong and it has to have been your first technician since your second technician and the third party company agreed on the spring being bad. I'm also beyond upset that no one from the customer service had still yet to contact me. I called almost everyday for a week and sometimes every hour with no call back. Who doesn't call a customer back?? Where is the customer service??? I also never received an receipt of the service either. This is just poor business practices. We are asking for a full refund given the circumstances, lack of good business practices, customer service and installing an opener that didn't need to be replaced.
Regards,
[redacted]
We would like to extend another apology for the inconvenience and difficulty with the order and would like to thank the customer for allowing us the opportunity to earn his business. We appreciate this feedback being brought to our attention to give us the opportunity to re-train the employees...
involved on correct order and scheduling procedures. We have already agreed to refund the $200 deposit and a check has been requested and will be mailed to the client within 2-3 weeks. We apologize for the delay, but unfortunately our bank can take up to two weeks from when the original check was deposited to notify us of any stop pay, NSF, closed account, or etc and we have to verify the original check has cleared before issuing a refund.
The two issues the customer has had with the garage door are completely unrelated. When our technician came out on 10/15 a problem was diagnosed with the motor and replacement was recommended, agreed to, and completed. When the technician left the door was functioning properly and if there had been...
any other concerns presented they would have been brought to the customer's attention and options for repair or replacement given. We cannot diagnose or address a problem that has not been presented. The installation of the motor does not in any way involve any adjustments or work being done to the springs as they are completely separate components. It appears to be an extreme coincidence that the spring broke within a day of our technician replacing the motor, but even with this being the case we still reached out to the customer and offered them a special reduced price for the new springs due to the whole experience.