ComplaintsforPrecision Garage Door of Dallas

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May they sent a technician to measure my garage for a new install, and give me a quote. I was provided an estimate, told the door would need to be custom ordered because it was a unique size and it would take 4 weeks to come in. I paid a deposit, then 5 weeks went by and I did not hear a single word, so on the 6th week I called for an update. I was told that someone would call me back. I waited 2 days and had not heard from anyone, so I called again and was again told that someone would call me back. I gave it a couple days before calling again with the same response. It was then a holiday weekend so about 5 days went by with no-one calling me back. I called again and was once again told that someone would call me back. I expressed my frustration that I had been told this 3 times before and no-one had called me back. 3 days passed with no call, so I called back again and was understandably upset that I hadn't heard from anyone again. I then received a call from "management" and was given a direct line for further communications, so I elected to go forward with the install of the new garage door. They called me 2 days later to schedule the install, so I scheduled it for the next day. A technician came out to install it and immediately said there was no way he could install the door they had ordered because the current framing of the garage was not wide enough to install the rails. He called his supervisor and left. I expected to hear from the company that day (on a Friday) with a new plan, but when I didn't I gave them the weekend to figure it out. No-one called me on Monday. I called on Tuesday to inquire about the situation- I was told someone would call me back. I then spent the next 5 weeks calling every other day to try to get a plan together, until I finally received a call from a GM who was extremely rude and argumentative. Despite the fact that they provided none of the promised services, he told me they'd give me "a partial refund or nothing at all".

  

  Business response

  08/21/2023

  Dear Mrs. ******************** have looked in to this situation for you and it seems you ordered a custom door for a detached *33343037363231313635*. It appears that there would need to have have been an * casing installed in order for the door to operate properly. My manager and my installer set up a time and day to meet you at your residence Via text, called and sent messages why on site so they could get this accessed and taken care of. At the time no one showed to meet them on site did not answer any calls or texts. A month passed by before we heard anything. At that time you had requested a refund. We explained when you signed the invoice and placed the order ALL special order doors have a 50% non refundable deposit due to situations like these, where customers cancel then I have ordered and paid in full for a door we can not readily use as it was a special order. We did offer to cover the cost of the * casing that you would need in order to make the door work properly so we could still install and you could still get the door you ordered and have it functional. The manager tried reaching you by phone calls and text with no return call or text. Finally she refunded you the deposit (which should not have been done ) besides a 25% re-stocking fee. This whole situation could have been fixed a while ago had someone met us on site or let us install and pay to do the * casing and we could have installed the door. You were refunded the entire deposit minus a restocking fee and I have that special order door I may not be able to use for anyone else. So if you would like us to still do the casing and install the door, please reach out to my manger we would be glad to do the job you originally wanted. **************** is very important to me, I am sorry there has been miscommunication or misunderstandings. I hope you understand we have tried to get your door installed and I hope you understand the fees and why we take non refundable deposits. I would love for you to be 110% happy I wish we could get this door installed for you. If not I completely understand and again I apologize for any trouble or frustrations our company has caused you. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/13/2023 I was serviced by Precision's ********* location. I would not recommend this company to anyone. I received very poor service and an incomplete job. This company has not stood on their word and will say anything to get you off of the phone. At the time of installation, the technician failed to inform me that the new system did not have a light bulb and that it was not included. When I discovered there was no light, I contacted them and spoke with the technician that same day and he told me that he would come back and install it for me but I never heard back from him. The next day I contacted the main office and spoke with ******* and she contacted ********, the manager. Eventually, I was able to speak with the head manager ******** at the ***************** about the issue but now it has been over two weeks and I have not received a response from them. When on the phone, I was promised that the problem would be taken care of personally by ********. I have called several times after our initial conversation and I was even told by ******** when I spoke with her that my calls had been red-flagged due to me calling on the issue. I'm very disappointed and unsatisfied with the service I received. I have paid $750 for a brand new garage door system that did not even contain a light bulb for me to see at night when going into my garage. I am elderly and I am unable to install one myself and I have paid too much money for an incomplete service. When I spoke with them before the installation, I was told everything was included. Unfortunately, I keep getting the run around and now I have been ignored.

  Customer response

  07/31/2023

  CID# ********

   

  Consumer is requesting complaint be closed,  business  has reached out and is resolved

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/8/23 $1,115.00 They checked over the entire door and gave me a price of everything that needed to be fixed for the door to function properly. I did not agree to change out all the hinges.They did not mention the chain and neither did I because it was not making a noise before they worked on the door.Since they repaired the door, the "chain" has been making a horrible noise.I made another appointment and they said they would not repair the chain as they did not touch the chain. My complaint is the chain was fine and it was not making any noise UNTIL they worked on my garage door. Now they want to charge me another outrageous price to fix the chain noise they created. EVERY time I open my door the garage door chain makes a horrible noise.

  Customer response

  09/09/2023

  I have not heard from Precision Garage Door of Dallas.  There has been no resolution of my complaint.  I do not have any additional information to submit.  I do not understand why my complaint has been on hold.  What else do I need to do to move this complaint along?

  What has Precision Garage Door of Dallas done?
  

   

  Customer response

  09/09/2023

  Finish the job means, I would like the chain noise to be fixed where the chain is not making a horrible noise when the garage door opens and closes.  The chain was not making a horrible noise before they worked on the garage door to replaced the springs and rollers.

  

  Business response

  09/18/2023

  Dear Mrs. ********************* apologize for you being unsatisfied with your service. Our first priority is to take care of our customers. My manager ******** made attempts to call you to come to your property and take care of all of our issues or concerns. We would love it if you could please call her to set up a good day and time for you so we can ensure your service is fully taken care. Please call ******** at ************ so we can get this taken care of as soon as possible. Again I sincerely apologize that you were unhappy with your service and would love to be able to have the chance to make it right. Have a great day! 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A broken garage door spring was replaced by Precision garage door of Dallas on September 19th, 2022. A month and a half later garage door had problems opening and I decided to call a different company to fix it. On November 7th, 2022 a technician from ***** ******** Garage door inspected the door and concluded that the installed spring was not the correct one for this door and needs to be replaced. Spring was replaced and problem solved. I called the Precision garage door at least three times asking them to come and collect their garage door spring and issue a refund, every time was told that they they cannot solve the problem and needed to find a manager.

  

  Business response

  03/13/2023

  Business Response /* (1000, 10, 2022/12/20) */ My Sincere apologies this is the first I have heard of this instance. There were no notes in the system in the customer file that a call was made or a complaint had been made. Of course our top priority is to make our customers happy and I will be sending a full refund check today for the amount paid for the original invoice. It will be mailed to the address on file and again I apologize that any of this took place and we were not able to correct it sooner. Consumer Response /* (2000, 12, 2022/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response and also would like somebody from the business to collect their spring which was uninstalled.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called several times earlier this week and spoke with a manager named Catherine or Cristine who promised to call me back and didn't when I called again she apologized and said that her manager would be calling me and he didn't so called again the morning of May 6th. 5/6/2022 they transferred me to Drey who was in his car when I spoke with him. He clearly did not want to speak to me and I had been promised several times that the manager would call me back. Service was in March 2022 by Carlos Drey said he looked at the invoice and talked to Carlos and stated the charges were correct for what he had done. I specifically asked if he had kept my name and address out of the conversation he said he did. I asked him did he discuss with Carolos that he offered to take cash from me for future services and that he complained that Precision only paid him 10 an hour. Drey said that Carlos denied ever saying that - I noted well of course he would deny that - Drey also said ma 'm I trust Carlos more then I trust you. He also noted that he has a picture of my address and phone number - I said Drey who is your manager - he said I am the "head honcho" - I told him that I felt that he had a boss and he said that precision is a franchise and I said ok so who is the owner - he said I am - and I responded that I didn't believe that. At the time of service by new townhome was barely 2 years old and the sensor appears to go out. I googled the issue and tried to reset and I could not get it to work. So I called Precision door. Carlos came out and tried to upsell me he was at the house under 10 minutes and charged me almost 400.00 I was shocked at the price. He said I also did preventive maintence which I did not request he do and he said well I did the work and you get to keep this wonderful can of lubricant spray for your rollers. He also noted that for future work I could pay him cash as they only pay him 10 an hour. Immediately after he left I called the offic

  

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/10) */ ****, I personally had a conversation with both Drey and Carlos and issued warnings to both of them on how this situation was handled. Drey is the service manager in this location and handled his side below my expectations. Carlos also handled his duties below expectations as well. Im not sure how pay ever gets brought up in a case like this even though his pay he claims to you that he makes is inaccurate. No one works for $10 an hour these days especially not a skilled trade. My office did inform me that they were issuing you a refund for the $195 preventive maintenance. I do apologize for these problems and inconveniences that have arised do to the situation. Thanks, Precision Door Service of Dallas

• Initial Complaint

  04/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 4/15/22 Precision door sent out agent Carlos Z*******. *************** is my daughter. She was not home. My daughter's garage door was stuck and would not come down. He got it unstuck and we declined to start on the replacement of panels, per the work order. My credit card was charged $1069 for new panels,Warranty, labor of panels. We told him we will call the office to set an appointment later the following week. He then tells me after charging my card, we needed new springs and a new motor unit for an additional $875! My daughter *************** has been calling the office to cancel this order as we are refusing to do business with them. WE will only pay for the 30 minutes of labor it took Carlos to get the door unstuck. Labor for installing the panels is listed at $220. We did not get any panels installed. Just got the door unstuck. We are manually letting it up and down. The office is refusing to return her calls. I am requesting the FULL REFUND of $1069.00. WE are very dissatisfied with this company and its customer service and work. We no longer want to do any work with them. Attached is the invoice. None of the work has been done that I have paid for on this invoice.

  

  Business response

  06/01/2022

  Business Response /* (1000, 5, 2022/04/27) */ Carlos went out to the hung door and fixed the issue and got the door down and explained to the mother and daughter over the phone that he would recommend new panels and cables. The daughter agreed and paid over the phone via card. Later on the said they didn't want the panels nor cables and wanted a refund. We complied and issued the refund for only the panels and cables but not for the hung door since the technician did resolve the issue and get the door straightened and down.

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