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Complaint Details
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Initial Complaint
02/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date: 2/26/2024 Was quoted $265 to replace a broken spring on my garage door. I just received an email bill for $376. I never authorized anything except to replace the spring.
Business response
02/27/2024
We apologize for the confusion regarding the billing of the service call we completed at *** ********* ***** in ************ yesterday. Thank you for bringing this issue to our attention so that we can address it and hopefully resolve the problem to the customer's satisfaction.
When scheduling a service call, our Customer Service Representatives try to assist our customers by troubleshooting the problem so that we can provide a rough idea as the anticipated cost to repair the garage door system. In this case, based on the description of the problem, the Customer Service Representative anticipated the problem to be a broken torsion spring and offered a rough estimate of the cost to be $260.
Once the technician arrived at the customers location, it was determined that the problem was not a broken torsion spring, but it was a broken extension spring. The technician determined that it was required to replace both springs. One spring was broken, and the other spring needed to be replaced so that the door was balanced and operated smoothly. As opposed to torsion springs, it is typical to replace extension springs in pairs because the door will not balance properly. The technician also replaced both cables as part of the repair. After a conversation with the technician, the cables were replaced as a preventative measure, but it was not necessary to complete the repair.
As a resolution, we are offering to provide a refund of $92 for the replacement of the cables. The actual cost of the service call would be $284 ($64 for the extension springs and $220 for labor). I called and left a message on the customer's voice mail offering the refund of $92 and that our accounting department would be following up to issue the refund.
Thank you again for the opportunity to resolve this matter.
Customer response
03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* ********Initial Complaint
08/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted this company to see if they could fix an issue with an overhead door on my barn. The representative came and looked at the door and as I expected, it was not a fixable problem. I then asked him to give me a quote to replace the door. After taking measurements on the door opening, he asked me if I'd like for him to help me get the door closed since it was currently stuck part way open. Based on his demeanor, I believed he was just trying to help me out until I could get it fixed. It took approximately 5 minutes for the two of us to get the door lowered. He left with the door closed but inoperable. A day or 2 later I received a quote from Overhead Door company to replace the door. Their quote was more than $3,000 higher than another quote I received from a competitor that I had come and look at the door. About 1 month later I was informed and received a bill for $188.00 for the 5 minutes worth of help their rep had offered me while he was here since I did not except their quote. I feel I should have been informed by their rep that I was going to be charged for a full service charge if he helped me get my barn door closed, As a service disabled veteran, I would expect a little higher quality of service from a local company.Business response
08/22/2023
We apologize for the misunderstanding and lack of communication regarding our service rates. After reviewing the documentation for your service request, it doesn't appear that we properly explained that a service charge applies when a service technician is requested and dispatched for an emergency service call. It was not our intention to mislead you. Per our conversation, we have agreed to waive the service charge of $188.
Again, we apologize for the misunderstanding and hope you give us an opportunity to be of service in the future.
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.