Precision Overhead Garage Door Service

Awfulshamcon artistsbait and switchrun awaydanger, danger!
I tell the guy that I needed a remote control as well as the tune-upNo problem, says he, a new one is in the truck for $50, but if you take two I'll give it to you for $I informed him that I would think about it as he did the tune upminutes later the tune up is done (how's that for $80?)In which time I've gone out and found the remotes at home depot, sears, etc., all through the power of googlebrand name universal remotes matching my equipmentaverage price of $I tell him I don't need the remotes, and he questions meSo I tell him I just found them onlineHe looks at me and offers to look at the website to tell me what is wrong with it, as he again tells me that their prices are "very competitive"
He then tells me that I need new springs and tension cablesI ask how much for this "safety issue fix"First price given is $I tell him that seems a lot of moneyHe tells me that I don't understand the gravity of the issue and that I need to fix this to stay safe, and that when it does break it might damage the house and cost a great deal moreI haggle him down to $for the springs, $for the cablesso now we are at $without remotesSo he will now throw in the remotes for $each, "even though we won't make any money on them now", thereby verifying the price that I had found just beforehandSo now he has admitted that they were trying to charge me 200% markup on suggested retail
I tell him that still seems a great deal of money and he comes down to $I ask if he is going to change the spools as well or leave themHe pauses and then tells me that he doesn't want to appear to be trying to "upsell" me, but he'll give me the emergency fix treatment for the $or I can get the ultimate fix which includes bearings, spools and a lifetime guarantee for another $150, taking the total to $550, plus he will now throw in the remotes for free! What a bargain! I ask him if he'll do it all for $and he pauses, then agreesBut he has to go back to the shop to get the springs so he'll be back later
As he is cleaning up the truck, I go in, do another google for repairs in my area, call the very first name on the listThey answerI describe what I need done, including spools, cables, bearings, springsHe first asks me "why I think I need to replace all of that"He didn't just offer to do the work, but questioned if it really needed to be done! Perfect! I gave him the lowdown and he agreed that it probably should be doneHe offered to do the whole job for $300, same dayI told him I had competition in just now and that they were pricing above this, and he asked if it was "Precision"When I said yes, he indicated to me that they have a reputationIndeedSo, don't give Precision your businessIt's a scambait and switch on work, and their markups are deadlyOutrageous

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10434027, and find that this resolution
is satisfactory to me
Regards,
*** ***

Revdex.com:
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
What is interesting is how the story continues to change and how the same manager that disrespected me, and made me feel threatened on the phone seems to have wrote this response. The tech never mentioned anything about a new door when he came he immediately went to work, was in a rush, worked on the door, had me pay, and sign, and even accepted a tip. I called to report issues that had never been experienced before he did anything with the garage within two hours after the repairs, and the problem was noted the first time I went to use it after he left (phone records can be provided). First, why would anyone feel the need to email the company phone records to prove they called if they had not been accused of lying (email copy could be provided as this was sent to email told to customer by company). Stating that a customer did NOT do something, after the customer claims that something did in fact occur, or stating that a manager ALWAYS believes their techs over a customer is an accusation and is stating that they believe someone is lying. Secondly, no messages were sent on [redacted] to the company, that is a FALSE accusation. A review, REVIEW was left a negative one which was deleted shortly after the manager who was asked not to step foot on my property or contact me sent a threatening and intimidating email to contact the authorities if the customer reached out to the company again in any form as previously described (email copies again can be provided). The only reason multiple calls were made to company was because I was placed on hold multiple times with no answer (a total of an hour), and the phone calls had been dropped. I was never told by the company WHEN ON THE PHONE not to call again or given the information to contact the manager of the supervisor who does NOT own the company when I asked. Usually when a manager or employee refuses to give contact information of that supervisor it is because they may have done something wrong, or are trying to avoid getting into trouble with their employer. It is suspicious. The only time I was given another number was when I called the company the very last time by a woman claiming to be a supervisor, I called left a message and never called again since then. Thirdly, the only calls recorded by the company as I had asked the company to review the conversations with the tech as they continued to accuse me of lying about him stating he’d be at my house around 2:15pm, the MANAGER told me calls to cell phones or tech phones are NOT recorded. I was denied the ability to play back those calls which would have shown he did in fact state that. If the calls were recorded it would have shown the manager was EXTREMELY AGGRESSIVE AND DEROGATORY towards me on the phone which made me feel threatened, and insulted. It would also be a form of illegal wire-tapping in the State of Ohio I believe if the calls had been recorded since I NEVER gave consent to be recorded. However, it would prove I was correct if it really was recorded which it wasn’t the only recorded calls would be to the main number which would also prove I did not use profane language and I was trying to attempt getting info on how to let his supervisor (the rude manager) know of his behavior. What is also interesting is that I was told by the customer service reps on the main number, that manager that I felt threatened by could stop by my house I told them if he showed up or contacted me again I’d call the police as I was terrified and did not want anything to happen to my house (yet after this he still proceeded to contact me personally by email just to threaten me again I retaliation by calling the police and threatening my freedom). I feel the threat of taking away my freedom and calling the police was made in retaliation by the manager, since he was really acting so childish (just look at their response to my complaint no accountability and no apologies given) on the phone. I never called the manager personally by the way I was transferred by the company which their own recordings would indicate if they would provide them so stating I called him again is a false statement, and I called the tech a few times as he said he would arrive back again around 2:15pm call on his way but I had not heard from him. He did not answer those calls and his voicemail was full I could not leave a message, I finally got through when they transferred me to him from the main customer service line and as soon as we both thought it was getting nowhere speaking to a manager instead was a great idea, and hung-up (NO FURTHER CALLS WHERE MADE TO THE TECH’S WORK CELL RECORDS CAN BE PROVIDED). All records indicating number of calls, how long spent on phone can be provided. It is not a crime to leave a negative review and it is a customer’s right to leave reviews positive or negative depending on their experience. Threatening them because you do not want to look bad, is a violation of my rights as an individual. Again, not contacting the company is NOT an issue at all I have no desire to do business with them EVER again. They are not welcome to return and I will never use their services for anything again. I contacted the Revdex.com and left reviews as it is my right to file a complaint if I feel I was wronged by the company and I feel I was. I highly recommend any other customers looking for garage repairs or a new door to contact another company, as I have also read other negative reviews and this company has some serious customer service issues. I would recommend this company send their employees to customer service training as they seem to have some kind of burn-out related to their customer service skills and seem to have had serious issues being able to provide respectful service to their customers. Very sad they can treat people this way, disrespectful, and dishonest. Buyers and customers please be careful when dealing with this company they are unprofessional and it is scary they can treat people this way, so just be informed and be aware they are not honest. Also, the company did state they refunded my card in an email but it has yet to be applied to my account, due to their erratic and unprofessional behavior when I see it I’ll believe it. I also received an additional email from Precision Garage and did not respond and I will not respond to it Saturday evening, even though I wish to have no contact with them. Thank you Revdex.com for allowing me to file a complaint!

We e-mailed him a detailed invoice and also mailed him a hard copy of the invoice.

Complaint: 10837814
I am rejecting this response because:
font-size: 12px;">I have not received the check as promised on the phone on 9/30.  Therefore, the issue is not resolved.  I don't understand why you are closing my case.
Please inform the company to mail the check as promised.
Regards,
A[redacted]

The customer was contacted and the service fee has been refunded.

The customer called into our call center and booked a call at 3:54 pm on Thursday September 15, 2016.  He told our rep that his cable was off.  She booked him a call for 5-7 that day.  She also told him that we had a service call fee of 75.00, but that would be waived if he chose to...

do service.  He agreed and took the appointment.  Our technician arrived at 4:30 pm.    Our technician arrived at the home and had to go through the house to get to the garage door.  As soon as he came in the customer asked how much it would be to fix it, the tech was still putting his shoes back on per the customer’s request to take them off.  He responded that he would have to do his full inspection.  The customer then stated he was leaving and to talk to his wife.  The tech had to go out to move his truck per his request.    Upon inspecting the door, the technician found that the door had a broken spring and the left cable had started to fray and come unraveled both of which was are major safety concerns. He also found that the right side drum was damaged where the drum retains the cable, both parts would need to be replaced in order to allow the door to work properly.  The condition of the bearings were worn and would cause the door to bind.     Precision Door’s philosophy is to fix the door right the first time and to offer options.  We always offer at least two options to our customers, if there are options.  We do not adhere to the philosophy of just fixing the broken part as a garage door has many components that work in harmony with each other.  We do not want a customer to not be told about all of the issues that are going on so that they will have to call us again and again and waste more money and service call fees and labor.  We look at the door comprehensively.   The technician asked the customer’s wife come out so that he could show her all of the components that he had failed and she was presented with the three options-as per the customer’s request when he left.  She took a moment and said she needed to call her husband and see what he wanted to do, she informed the tech that her husband wanted to talk to him.  She stated that the spring was replaced 3 years ago for 200.00.  Mr. [redacted] called [redacted] from a blocked number.  Mr. [redacted] stated that the spring was replaced 3 years ago for $125.00.   If this were true than Mr. [redacted] got a bad product.  Springs should not break that quickly, but also, if the spring broke that fast it was because the rest of the components were bad as well, precisely why we do a comprehensive look.   Mr. [redacted] didn’t believe that the cable and drum were bad, he was not there to see though.  We could not just replace the spring as there were other components that were failing.  Mr. [redacted] states that we didn’t give him options, but we did, to his wife and to him, and he was not there to see them in writing.  Mr. [redacted] had the ability to choose not to use our service, but when he was told of the service call fee, to which he agreed, if he did not use our service, he was agreeing to that fee.

CAF-As stated by the Business.
In a phone conversation with the company the Company agreed to reimburse the consumer $300.
[redacted]

We are refunding his deposit. He is fine with this.

I talked to the customer and we will replace her springs with new ones and check her garage door out and we will do this at no charge. The work will be performed on October 17.  She is happy we will conform to her request.

Customer has been removed from the mailing list.  Our apologies for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10108011, and...

find that this resolution is satisfactory to me.
Regards,
[redacted]

I talked to my customer and we resolved the problem.  She was very satisfied with the solution.

The customer called us out to her home the morning of 11/15/17. We arrived between 8am and 815am. After our inspection of her door, it was obvious that her door either needed to be replaced or a complete rebuild. This was all documented on our safety inspection for the customer. When we presented...

the customer her options, she told our technician that she just wanted the door to be level because she was selling her house and she would leave any major repairs to the new homeowner. The customer also stated that another company had already told her she needed a new door and they would replace it for 800 dollars. The conversation from this point was brief and cut short because the customer stated she needed to leave due to her son having a doctor's appointment. The technician did what she asked, and got her door level. We collected our fee of 130.00 and the door was working when the technician left her home. It's stated in her invoice that she was made aware that there was no warranty on any service we provided because she did not accept our recommendation to replace the door. Later in the day, the customer called to say her door had quit working. She spoke with our technician directly. The technician explained to her that his schedule was full for the remainder of the day, but he would definitely make time to come back and take another look for her. At no time did the technician tell her he would be at her home at 215. He explained that he would need to run his next call and then call her to give her an eta. The technician was scheduled miles away at another call at that time. Around 215, the customer tried calling the technician again, but he did not answer because he was in another customers garage repairing their door. Our technicians are told to not use phones while working due to the number of garage door parts that are under spring tension and could cause serious injury. When the customer was not able to reach the technician, she called our customer service center. She stated that the technician was supposed to be at her home and he's not answering her calls. The CSC rep then tried to reach the technician but was not able to as well, again, due to being in a garage working. The rep then called the Operations Manager. Our manager stated he would get a hold of the technician and that he or the technician would call the customer right away. Once the manager was able to reach the technician, the technician was made aware of the situation. The technician offered to call the customer right away. When the technician spoke with the customer, he explained that he never gave her an exact time that he would return. He stated again that he had told her earlier that he had a full schedule the rest of the day, but he would let her know once he finished his 2pm job, he would call her to give an eta. At no time was she called a liar. All of the calls with this customer are recorded. The technician did say he didn't notice a call from her, but told the customer he believed her. The customer continued to accuse the technician of calling her a liar, which is not accurate. The customer then stated that he needs to be at her home by 4pm because she is trying to sell her house and someone was coming to look at it. The technician told the customer that even if he left where he was right now, he would not make it by 4pm. This really upset the customer, and would not let the technician get another word in. His last words to her were that he would have a manager call her and take care of the issue. The technician immediately call the manager and updated him on the situation. While on the phone with the technician, the manage received a call from our CSC stating they had the customer on the phone. The manager then spoke with the customer directly. The customer relayed her version of what happened to the manager. She was upset that the technician had not answered her multiple phone calls and was supposed to come back at 215. He explained again to her that he did not answer because he was working with his 2pm customer. Our manager also stated to her that he was surprised that the technician would tell her he would return knowing he has multiple jobs scheduled at 2pm and 4pm. He never once called her a liar. He did state that he has no reason to not believe his technician and will take his word, until proven otherwise. He also stated that by no means does that mean he thought she was lying. After a few more minutes of her talking and not allowing a response, our manager stated that unfortunately, no matter what happened, it doesn't change the fact that we would not be able to get to her home by 4pm. At no time did any employee tell her that we would not return. Our manager told her we would come back same day, we just couldn't be there right away. He then told her that unfortunately she was not our only customer that day, and we would get to her as soon as we could. The customer then got really upset at that comment and tried to make a nonsensical comparison between garage door repair and a person having a heart attack. Our manager then preceded to tell the customer that we had told her what she needed to do to properly repair/replace her door, and she declined. She was aware that she had no warranty. The customer stated that she wanted to speak with our manager's supervisor, to which he explained that his only superior was the owner, who is not a part of the day to day operations, and that she was speaking with the proper authority with our company. The customer was not happy with any of his answers. Once our manager realized he was not going to be able to reason with the customer, he said that he was ending the phone call and requested that she not call back. Immediately after, our manager voided her credit card transaction of 130.00. Since we voided it the same day, she would never actually see a charge from us. Over the next few hours, the customer called multiple times on multiple lines and refused to hang up. She had more than one of our lines tied up for hours. We eventually had to block her numbers. We then had to block her on our live chat, and Facebook page because she would not stop harassing us. The last contact we had with her was an email from our manager. He stated that we had voided her credit card transaction and that she would not be charged by our company. He also stated please do not attempt to contact our company by phone, email, live chat, or our technician directly. After this point, we would consider any further contact harassment and we would contact the proper authorities. Every conversation with this customer is recorded. All of the calls have been reviewed by management as well as ownership. We have determined that the customer was never threatened or ever once called a liar. She was not charged the 130.00, so her dispute for the amount is void. Our manager made the decision that we would not return to this customers house due to her erratic behavior and did not want any employee to be put in a situation like this. As far as we are concerned, this matter has been resolved.

Customer was contacted and issued were discussed/resolved.  Requested refund of $170 has been issued.  Thank you.

I called him and informed him I was sending him a check for $87.50 He was good with that.

I talked to A[redacted] today. Some how the check was not sent.  I told her I would send the check right away and I will.  She was fine with everything and was very understanding.

My husband purchased a coupon from Angie's List for a garage door tune up from them as our garage door was only working intermittently. The moment the technician, Jeff Richards, arrived I knew it was going to be bad....you know that feeling when someone is trying to rip you off? He proceeded to tell me how our Genie Garage door opener was a horrible product that didn't last long and wasn't sure if he could repair it to get it work. BTW the Genie motor was installed in 2001...I think 13 years speaks for itself on reliability don't you? I asked him how much would it be to replace the motor...he said about $600.00. I don't know how much a new motor is installed but Home Depot sells them for about $200.00 & that sounded high to me. Then he proceeded to tell me that our spring needed to be replaced....ummm NO it was working and I told him to just get our door to work. He continued to look around and point out everything that looked wrong with our door trying to get me to have things fixed that were actually working?! After about 5 minutes, he did find what was wrong with our Genie motor, it was our capacitor that needed to be replaced. I asked how much to fix it & he quoted me $160.00 on top of the $79.00 coupon we had already paid for. He then told me he wasn't sure he could fix it...still trying to sell me a whole new motor and whatever else he could try and get me to replace that wasn't broken. He did fix it and charged me the astronomical price of $160.00....the part online sells for about $22.00 & it took him maybe 10 minutes to fix it. This company is horrible and just want to rip people off! DON'T USE THEIR SERVICES!!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10593814, and find that this resolution is satisfactory to me.  
Sadly, no apology was offered for the poor service...

rendered. 
Regards,
[redacted]