Metro Garage Door Company

The work seems good.The work took about an hour, although I had to wait a day for a time slotWhen he started, we discussed weather it would be best to repair or replaceHe was vague on how long the repair would last but a replacement would lastI guess I should have asked more questions at that point, but said to go ahead and replaceA bit later I came out to find out that I was getting less of a system than I hadThere were control buttons at every entrance to my garage, but now there would be only oneI had three portable remotes, now I would get one, though I could buy moreIn my opinion, this information should have come at the beginningNow I was stuckI will not make that mistake again

Our garage door broke Friday night and we were very frustrated, not how you want to start your weekend but we called Metro Garage Door first thing Saturday morning, and they sent someone out right awayWe appreciate that they had weekend service and came out so quickly to help usThe cost was also very reasonableOur service tech, Randy was very helpful in fixing the problem and giving us information on purchasing a new door in the futureWe will recommend Metro Garage Door to our neighbors, friends and family!

Initial Business Response /* (1000, 8, 2015/11/25) */
I called *** and discussed their concerns and reached a solution to their satisfactionThey would return the part and we will remove the charges for the service call on 9/29/We will follow up with our staff involved
and share their comments and suggestions for improving customer communicationsThey also agreed to remove the original complaintSo *** should expect to hear from themIf you have any questions, please call me at *** M-F
Sincerely,
Doug ***,
President Metro Garage Door Co
Initial Consumer Rebuttal /* (2000, 10, 2015/11/30) */
My wife spoke to the owner of Metro Garage Door Coand we agreed to resolve the issueHis name is Doug ***He sent us a letter
I do appreciate having the Revdex.com around to referee disputesToo many businesses think their "procedures" are the final say in customer relationsThe customer's satisfaction is beside the pointSad but trueThanks for your help
***

Initial Business Response /* (1000, 8, 2014/12/05) */
***response has been scanned in and converted to text below (original document is available using the online complaint system)
Attached is a copy of the letter sent to *** *** todayThis matter has been addressed to his
satisfaction per our phone conversation 12/3/
Dear ***,
I appreciate your willingness to talk to me regarding your concerns about our service to you April 7, Based upon your account of the situation, I can surely understand your point of viewIn our phone conversation, I related as best I could what I thought had happened given the reality that the technician who did the work is no longer with our companyI can assure you that he had no intention of misleading you or selling you something that you didn't needI know him to be not only capable, but an honest manI believe that he may not have clearly communicated what he was thinking and what his reason was for the solution he recommended for your garage door openerI apologize for this and have agreed to give you a refund of 10% on the new opener and have given you at no cost to you a second remote (which you said you could program according to the directions) which is compatible with your new opener
I thank you for your business over the yearsWe value your business and you giving us your feedback about our recent serviceI hope you'll consider using us again to serve your future garage door needs

The work seems good.The work took about an hour, although I had to wait a day for a time slot. When he started, we discussed weather it would be best to repair or replace. He was vague on how long the repair would last but a replacement would last. I guess I should have asked more questions at that point, but said to go ahead and replace. A bit later I came out to find out that I was getting less of a system than I had. There were control buttons at every entrance to my garage, but now there would be only one. I had three portable remotes, now I would get one, though I could buy more. In my opinion, this information should have come at the beginning. Now I was stuck. I will not make that mistake again.