ComplaintsforFast Fix Garage Door

• Initial Complaint

  03/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My garage door went off track and I had it fixed through the Fast Fix Garage Door. They tighten the string, balanced the door and perhaps did some other small things too. At the end they left and informed me that the door was fully repaired. I was charged $149 for it. Within a few days the door went off track again but this time it caused the worse damage where they are now asking for $1325 for the repair. It was their fault and poor repair that the door went off track again. I am demanding at least the refund of $149 for their job that resulted in more damage to it.

  

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/03/22) */ We have worked with this client since 2020 when we initially did some repair work at this rental property. Recently We were called on February 22nd by the client and asked to take a look at the garage door, the issue he was unclear of. When we arrived the garage door was off tack and the cable was off the drum. Our technician clamped the door off securely, got the door back on track and put the cable back on the drum and did a full service check that the door was in full working order. He noted that there was a lot of items (boxes etc.) in the garage and by the tracks and cables that probably caused the door to come off track. The tenant was also not using the garage opener. On Thursday March 3rd I received a call directly from the tenant to say he had an issue with the door off track again. I called the home owner (no answer) so I text and asked him to call me. When we got out there the door was again off track (items were still in the way of the track area) tenant was still not using the opener. We proceeded to get the door down in order to secure the property for the tenant. We DID NOT charge the home owner for this trip or the work that we did to get the door down. The homeowner called me later that afternoon and I informed me that due to the door been off track again it had put a crease in the top section and advised him that he should consider replacing it along with adding 2 support struts at a cost of $565.00 we did not discuss replacing the whole door as we had previously replaced his springs 2 years ago. I sent the homeowner the pictures we had of the things in the garage and he said he was unaware of all the things in there. He then advised me he was going to go to the property to see for himself and speak with the tenant. After his visit with his tenant he called me accusing my technician of not doing the job correctly ( he has over 25 years experience) I explained that we had not charged for the visit to get the door down and in all likely hood it was one or some of the items that got in the way of the door opening or closing that caused the issue again. We discussed that if he did want to replace the section the tenant would need to move items 6ft away from the garage door in order for us to be able to change it out. The conversation ended on what I believed to be a light hearted note in that he was just going to leave the door as it was as the tenants were not using the door and he would address the issue when they moved out. At no point did he ask or discuss the matter of a refund or discount. I believe we demonstrated a sign of good will on March 3rd by not charging the home owner for preforming the work and securing the property Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is full of false statements and accusations. Perhaps the person responding is not aware of the full facts. 1: I as the owner of the house have been living at that property since it was built, when the $350 repair was done in 2020, it was not a "rental property" as depicted in the business response. 2: This is my first tenant to this property who moved in just 4 months ago. 3: Tenant has 3 functional garage openers and the only reason tenant was not using the remote to open the door for the repair was because the door in both occasions was not functioning. 4: The boxes was never reported to my tenant or myself as the problem for getting the garage door off-track. These boxes were brought in when my tenant moved to this house. Majority of those boxes are already been moved away from garage. Proof can be provided. 5: The conversation did not end at a "light-hearted note", rather I felt insulted when Paulina from Fast Fix started laughing on my client while making remarks that I should not get the door repaired until they move out from that house. I do not treat my customers and tenants like that and wanted to just end the conversation without starting any side debates. 6: You "DID NOT CHARGE" trip fee to look at the door problem that re-appeared because your business claims to provide FREE ESTIMATES. There was no favor here requiring capitalized letters. I need my $149 back because the incompetent technician made the problem worse causing additional damage to the door, now requiring additional repair cost. Business Response /* (4000, 9, 2022/03/25) */ Firstly I would like to offer my apologies for the situation we find ourselves in. We have never had this issue arise before so again my apologies if our company has not met your expectations. Our aim is always to provide the best experience and customer satisfaction possible, and unfortunately you feel that we have not done this. As a resolution to this unfortunate situation I would like to offer a refund of $75.00 in hope that it will resolve the issue. Consumer Response /* (2000, 11, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Accepting the offer of $75 refund out of the $149 charges paid.

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