A 24 Hour Door National

Mrs. [redacted] phoned our dispatch office on 11/1/17 at 8:59am to report her garage door was not closing properly. Our technician Luis was dispatched her information; he phoned
her to set the appointment, went to her location and reattached a cable to her garage door. We charged Mrs. [redacted]...

a service call and labor charge, no parts were used, she paid with a check. The next phone call we received from Mrs. [redacted] was on 12/13/17. She said her door was crocked and needed a technician out there to fix it. She said she needed a "free warranty call" from our previous visit. We explained to her that we used not parts in November so there was no parts warranty to refer to. We
could go and repair the door for her or give her a free estimate if that is what she wanted. She refused, said it had to be covered under the previous visit. She then phoned our technician directly several times to get him to come out to fix her door. He explained he could come and look at her garage door, if there was something that she
needed ta have  repaired it would cost her a service call, labor rate and any parts if needed. He further explained no parts were used on his previous visit and there was not a warranty to fall back on. She again refused. She phoned the office again and our technician Jack was dispatched to her location on 1/15/18. (He has been in the door business since the 1990's) Jack proceeded to advise Mrs. [redacted] that her door operator was installed in the mid 90's, it was a popular model and installed many himself in that time. However, it is no longer working properly and she needed a new garage door operator. He did not charge her anything for this visit or advise. Mrs. [redacted] became very mad and asked him to leave. We understand that this is an expense that Mrs. [redacted] is not happy with, we understand that Mrs. [redacted] needs to have her door working properly due to her age, health and our local weather conditions, however, we offered Mrs. [redacted] a free estimate, sent an experienced technician that has been in the business for over 30 years and offered to schedule the job in as soon as possible and she is still not happy. If a door adjustment is all that is needed we would proceed with the job. We tried to explain this and she is not agreeing that a new operator is necessary.

I have reviewed the response made by the business in reference to
complaint ID [redacted], and have determined that this does not resolve my
complaint.  For your reference, details of the offer I reviewed appear
below. First, the assumption made by 24 Hour Door that ‘all calls
to them’ were placed from my phone - which is not correct. I am sure there are families
like mine that have more than one phone and phone number. Not seeing one
specific number does not mean the call was not placed and who would be digging
up this information anyway.  24 Hour Door
used different numbers when calling me!! Second: No one ever denied the worker came to my house on
10/31/2017 before. If this is the intention now, I have my family that was home
and a neighbor that will verify the worker was here. Third:  Luis the
repairman never discussed any fictitious parts with me.  I know nothing of these fabricated
conversations. Fourth:  Jack or Jeff
is truly (tomato/tomatoe) not significant with reputable companies. Fifth: 24 Hour Door of Springville continues to be
unprofessional and does not stand by their work. My dealings with this company are
completed. Six:  Since I believe
a picture is worth a thousand words the Revdex.com will be welcome anytime to see the
slanted door before it is properly adjusted. The slant is obvious from outside
on the southern corner (old and new paint area). Finally:  It is
amazing the time and effort this company has put into trying to discredit a
customer. Example:  sending someone out
without tools-not for work or adjustment, checking phone bills and making false
statements). I have just got to believe half an hour of a serviceman’s time to
keep a customer would have been more professional. Companies normally do not
have a problem standing by their work. There is no shortage of garage door
companies in Buffalo. This case is closed. Regards, [redacted] Sending four pictures of garage door. Showing upper and lower door. North side is higher than southern side which is now lower which older paint is now showing.

Again I verified with my technician Jack the  problem that he saw with Ms. [redacted] garage
door. Jack stated that the garage door
operator-an old [redacted] model-needs to be replaced. Parts are no longer available
for this operator. He did try to make adjustments to the operator, nothing  worked. Jack did not charge for this service
call, he merely offered her only alternative to fix her problem which was an
estimate for a new operator. She got mad and asked him to leave, which he did.