Garage Door Repair in Raleigh, NC - Page 4

We are very sorry to hear you did not have a good experience with the call center. Unfortunately, they are not trained technicians so their knowledge is very limited which is why you are able to make an appointment for our trained technicians to come to your home and evaluate your garage door. We would love to help you, so please if you need us, call back and schedule an appointment.

Thank you for your business and sharing your input about the service received. We are happy we could help service your door before you sell your home. You did purchase 2 springs which are heavy duty, high cycle springs. Not all springs are equal so something you might search online, might not be the same quality as what we provide our customers. Your technician is very experienced so he is able to perform his job efficiently and that keeps him on schedule for all of our customers. We do understand the price can be a concern for customers, so we want you to always remember that you have the option to get multiple quotes from multiple companies. Our pricing is competitive and we try to work with everyone the best we can. Good luck with your sale and please let us know if we can assist you in the future.

We would love to discuss this with you further. We've searched our system for your name to review your appointment and to call you, but there is no Justin Smith in our system for the year 2022 that had an appointment. Please reach out to us and ask to speak with our service manager. Precision is a very reputable company and the satisfaction of our customers is a top priority. If we weren't a good company, we wouldn't have all of the 5 star reviews that we do from happy customers for all of our locations. If there was a specific problem that took place at your home, we want to get to the bottom of it so please reach out to us.

We are very sorry to see that you feel like you received 1 star service because of the pricing. We would love to answer any questions that you might have as to why the pricing is so different. Please make sure when you compare the prices of the springs, you are comparing identical springs from both companies. Of course if you order some online, you would have to pay for the parts, plus labor and shipping, so that would be added into your cost. Our service would also come with a warranty for both parts and labor. We wish we could have worked with you, but we completely understand the hesitation because of the price. Please don't hesitate to call if we can assist you in the future.

We are sorry to see you're unhappy with the service fee that is charged. Most companies that you call to perform work at your home will charge a service fee regardless if work is done or not. We waive our service fee if you decide to have us repair your garage door. This is discussed when you schedule your appointment. We tried to search your name so we could listen to the recorded call to make sure the call center did in fact tell you about the service fee, and if they didn't, we want to make sure they are doing that so it isn't a surprise. With just your first name and last initial, there is no account to pull up for us to review the call. Companies typically charge a small service fee so they are able to compensate for the time slot taken, the time of the employee, the money it takes to maintain the trucks, gas, insurance, etc. If you would like to speak with us further about this, please call our office and we can discuss it. We do appreciate you considering Precision for your garage door needs.

Thank you for taking time to provide feedback about your experience. We are sorry a receipt wasn't provided for you that day. Your payment has been posted and a receipt was emailed to you this morning. If you have any further issues, please call and speak with a manager. We appreciate your business.

We are sorry that you did not receive a five star experience with us. We would love to review your account to see what door issues you had, the quotes provided and which quote you agreed on for the work to be completed, but we can not pull up your account with the initials provided. Please feel free to reach out to us and ask for our service manager so we can review this matter further. At that time, he can answer any questions about pricing and why prices vary at different companies. We never want our customers to feel like they have over paid. We strive to make all of our customers happy and provide the highest quality service and parts that we can. Thank you for your business and please call with any questions.

Thank you for your business and taking the time to provide feedback about your experience. We are sorry you feel as though you were ripped off and did not receive five star service. We never want our customers to feel like they were overcharged. When our technician comes out to inspect your door, they provide you with quotes of the cost to repair your door. We never do any work before the quote is explained and customers have time to ask any questions, whether it be about the price, parts, warranty, etc, which is when you could have voiced your concern about the price. You did approve the work and the price when it was discussed with you and that price included 2 heavy duty, high cycle, powder coated springs, 10 rollers and a 5 year warranty on parts with a 1 year warranty on labor. Our prices are competitive with other companies, when you actually compare the same products and warranty when you obtain other quotes. We have different types of springs which all have different costs, and most other companies would have the same, so calling and just asking for a price and not for a price to match exactly what you got, would not provide you with accurate information. We are a reputable company which you can see from our many 5 star reviews, and we would never take advantage of a customer. We do appreciate your business and if you have further questions about your service, please call our service manager.

Thank you for your business and taking the time to provide feedback about your experience. We are sorry you feel as though you were ripped off and did not receive five star service. We never want our customers to feel like they were overcharged. When our technician comes out to inspect your door, they provide you with quotes of the cost to repair your door. We never do any work before the quote is explained and customers have time to ask any questions, whether it be about the price, parts, warranty, etc, which is when you could have voiced your concern about the price. You did approve the work and the price when it was discussed with you and that price included 2 heavy duty, high cycle, powder coated springs, 10 rollers and a 5 year warranty on parts with a 1 year warranty on labor. Our prices are competitive with other companies, when you actually compare the same products and warranty when you obtain other quotes. We have different types of springs which all have different costs, and most other companies would have the same, so calling and just asking for a price and not for a price to match exactly what you got, would not provide you with accurate information. We are a reputable company which you can see from our many 5 star reviews, and we would never take advantage of a customer. We do appreciate your business and if you have further questions about your service, please call our service manager.

We appreciate you taking the time to provide feedback about your experience. Customer satisfaction is our top goal and we want all of our customers to receive 5 star service from start to finish, no matter if we just come out for an estimate or repair/replace your door. We are sorry you felt like you received 1 star service from us. You mentioned that you sent an email and we apologize that no one responded, it might have gone to one of our "no reply" emails by accident, as that can happen. We did review your account to look over the quotes you were given. The quotes given were based on a 25 point inspection that we complete on every call we go on. Your door failed 12 items on that inspection list and the quotes given were to repair/replace the failed items to make your door operate as it should. We install heavy duty, high cycle quality parts and even though other companies might be cheaper, you have to compare the quotes exactly the same (quality of parts used, experience, warranties included, etc). We hate that we were not able to earn your business and we hope that you were able to get your door needs taken care of by the other company. If we can assist you in the future, please don't hesitate to call us.

We are very sorry you feel like you received one star service from the phone conversations you had and that you were disconnected with the call center. We strive for all of our customers to have a five star experience every time they receive service from us. We do fully understand your frustration with the unfortunate event of your H-casing pulling off the wall and making your door fall. After doing some research and speaking with the call center and Sean, we did offer appointments to come out and fix the door for you. We offered appointment times during normal business hours so that you would not have had the emergency after hours fee and of when you called, you were offered the first available time which was after hours and that does include the after hours fee. It is very typical for service companies to charge emergency fees for services needed after hours as that fee goes to the technicians that are pulled away to go out during late evening hours. We are glad that Sean was able to explain to you in detail why this door issue wasn't under warranty, as you would be a new customer with Precision and our warranties do not transfer from homeowner to homeowner. The previous homeowner did not elect for us to replace the home's original H-casing with a new one when we installed the garage door three years ago. We wish we could have come to a solution with you, but since we couldn't, we completely understand you calling another company. If we can assist you in the future, please don't hesitate to call, as we would love the opportunity to show that customer satisfaction is the top goal of our company.

Thank you for your providing feedback about your experience with our company. After speaking with the technician about your job, he stated he spoke with your husband in great detail about the reason both springs needed to be replaced and that the spring you are referring to, was the wrong size for the door. It is our company policy that all springs on the door get replaced after one breaks. The reason for this is because of safety concerns for the technician and the longevity of the door. We are sorry you feel that you were scammed but this was not the case. We have a standard to uphold and make sure your door is safe and works as it should. Having the wrong spring on your door is a safety concern and we are glad that the technician was able to discuss this with your husband and make it right. We do appreciate your business and if we can assist you in the future, please don't hesitate to call.

We have reviewed your account and the 25 point safety inspection which showed your spring, cable and the door balance all failed inspection. We are certainly glad the technician did not try to open your door with a broken spring as the spring is the counterbalance and the muscle of the door. The technician could be seriously injured in an attempt to do so. We are sorry you felt our price was unfair but to imply that we only quoted you a particular price because of where you live, is completely inaccurate and that is not how we treat customers. We service all of our customers equally no matter what zip code they live in or what their home might make one believe they have in their bank account. As you said, you could go to the manufacturer and get the parts cheaper but unfortunately, we cannot sell parts and install them for the price we buy them for. Thanks for your consideration in using our service.

Thank you so much for reaching out and we are very sorry you feel victimized. Our goal is customer satisfaction and for each customer to receive five star service, and we hate we missed the mark with you. Based on the inspection your keypad failed and the recommendation was to replace it. Some keypads we have look the same as the old one but the updated version has updated internal parts that the old one did not, which would, like the technician said, make it work with any future motors you might purchase. We do appreciate your business and hope we can work with you in the future.

Thank you for leaving this feedback. We do appreciate any comments, good or bad from customers so we can either explain what might have happened, fix an issue on our end, or use it as a training tool in the future. The scheduler on the phone certainly could have given you a price per spring to get them replaced but that would have been all they could provide as they aren't there at the home. A technician is sent out to do an evaluation of the door and spring system and also perform a 25 point inspection. After reviewing the inspection report, it shows several components failed, therefore he recommended a rebuild of your system, but also gave the option to just replace two springs. Three quotes are almost always given to a customer, one being the service fee. The service fee is something a customer is informed of when they call to make an appointment, as you mentioned, this was the case in your call. Like us, most service companies will charge a service fee no matter if work was done or not. This fee is charged to help cover the many things customers do not see, such as gas, truck maintenance, the time of the technician, insurances, etc. We are sorry we were not able to take care of your garage door needs but we hope this better explains the service fee for you.

We are sorry for the confusion. We do in fact work on Wayne Dalton doors not motors. If in the future you need service on your door, we would love to earn your business.

Ms. Jordan, I have investigated this situation in an effort to be sure this doesn't happen again. You were given an arrival window of 6-8 pm. The technician got tied up on a job prior to yours and called you to let you know he would be arriving in the later part of that time frame. At that point you decided to cancel your appointment rather than risk having the technician arrive later than you had planned. Your decision is completely understandable! However, I feel that we did our best to keep you informed and keep the lines of communication open rather than to make you wait without knowing what was happening. I hope you understand that from time to time a job takes longer than expected, and all we can do is keep our customers informed and give them the opportunity to cancel or reschedule. In your case, we did exactly that. Please let me know if you have further concerns and I will work to address them. Of course, if we can help with any future garage door needs, please contact us. Thank you for taking the time to leave your feedback! Best regards, Michelle Moss, President

Thank you for your kind words about our response time and the professionalism of our technicians. I'm sorry you feel you were overcharged for the parts. Many items can be purchased less expensively online, but changing springs and rollers on a garage door is very dangerous and should be left to a trained professional. Our technician was able to get the job done safely and quickly because it's what he does for a living. Naturally, you will pay a little more for that level of service. Our warranties are the most comprehensive in the industry, and should you have any issues at all you can be confident that we will respond as quickly and professionally as we did the first time. We appreciate your business, and wish you all the best. Michelle Cromwell, President and Owner

I'm very sorry to hear you believe our pricing to be unfair. We take great pride in providing our customers with the highest level of customer service, the best quality parts available, the most comprehensive warranties, and the most professional technicians in the business. We are certified by the International Door Association and abide by its code of conduct, which includes fair pricing. Thank you for giving us the opportunity to give you an estimate for the work, and I hope you were able to get it done to your satisfaction. Best regards, Michelle Cromwell, Owner and President

Mr. Crumpler, There are truly no words to say how sorry I am about how this whole situation was handled all the way around. I was indeed out of the office, and I was indeed crazy busy during this time. However, I should have seen to it that your issues and concerns were addressed promptly. I truly regret that our dedication to customer service was not evident in our dealings with you. I am ultimately accountable for this breakdown, and I take full responsibility. Please know that I and my team will learn from what went wrong here to ensure that it doesn't happen again. If I can be of service to you in any way, please don't hesitate to contact me. Best regards, Michelle Cromwell President