Garage Door Repair in Raleigh, NC - Page 2

Thank you for your feedback, we appreciate your business.

Thank you so much for sharing your experience. We are sorry the installer didn't bring this to your attention or our attention so we could get it taken care of before you had to reach out to us first. We have spoken with him about his communication with customers and the office staff. Since this review, you have spoken to our door manager and as he stated, we will get this taken care of as quickly as possible. We appreciate your business and will keep you updated on the arrival of the replacement panel.

Thank you so much for providing feedback about your experience and bringing this to our attention. This isn't something we instruct our technicians to do unless the customer initiates the conversation. We have had a very lengthy conversation with Paul and used this as a teaching example for the rest of the employees. We appreciate you choosing Precision and please know if we can help in the future, we are here for you. You will certainly not have this kind of interaction again with one of our employees.

Thank you so much for providing feedback about your experience and bringing this to our attention. This isn't something we instruct our technicians to do unless the customer initiates the conversation. We have had a very lengthy conversation with Paul and used this as a teaching example for the rest of the employees. We appreciate you choosing Precision and please know if we can help in the future, we are here for you. You will certainly not have this kind of interaction again with one of our employees.

Thank you for sharing your feedback and calling us to service your garage door. We did review your account and listened to the recorded call. The scheduler advised you that the price per spring could be between $88.00- $249.00. You were charged $249 per spring and the spring you approved was one of the powder coated, heavy duty, high cycle springs, so they are of course the most expensive of the quoted price. You also had cables replaced and a tune up done on your door which was part of the cost. All of these items/prices were discussed with you and approved before work was started. We completely understand you can find items online for cheaper, but they are not always the same quality as what we purchase to provide our customers. We never want a customer to fee "screwed" which is why the quote is discussed in detail before we start work so you have the option to approve it and move forward, or decline it and seek quotes from other companies. We are happy we could help repair your garage door and we're always here if you need us in the future.

Thank you for sharing your experience. We are sorry to see you rated the service/quote provided as a 3 because you didn't like how the recommendations were provided. Our technicians are highly trained and once a 25 point inspection is performed on the garage door, they are to present you with multiple options. Option one is just repair what you called us for and then the other options can cover more in depth repairs/replacements. The choice is yours to make on what you'd like done and how much of your money you want to spend. Our goal is for all customers to receive 5 star service and we hate that you feel as though you didn't. If we can help in the future, please don't hesitate to call.

Thank you for your business and feedback. We are pleased to see that you were happy with Greg. We do understand that you feel the price was high for the length of time Greg worked on your door. He is an experienced technician so what might take a new technician longer, he is able to do in a timely manner and be respectful of your time, as well as other customers on the schedule. The service he provided was to get your door operating again as it was not operable and he reset your cables and re-tensioned your springs. Greg stated he did recommend a parts upgrade as your existing springs are too weak/small for your heavy door and the cables, bearings, and shaft failed the 25 point inspection, but you declined the recommendation at this time. If you change your mind and would like to move forward with the additional work, please don't hesitate to call us.

Thank you for your business and for speaking with our service manager to discuss the issues that took place with your service call. Customer satisfaction is very important to us and we are happy we could work something out with you. Please call anytime we can assist in the future.

Thank you for considering Precision to service your garage door. We are very sorry about the miscommunication with the technician about what you actually wanted. We did speak with him to see what happened and he was under the impression after suggesting a panel swap that you did not want a panel swap, but that you wanted an insulated door. He even spoke with the service manager while at your home and the service manager offered to discount the door quotes that the technician provided you, as he thought that was what you wanted. We do apologize for dropping the ball and the technician not offering you other options than just a full door replacement. We would be happy to work with you in the future and we hope this one experience doesn't keep you from reaching out if needed.

Thank you so much for your business and taking the time to provide feedback. We hate to see that you did not receive five star service, as we strive for that on every call we go on. We try our best to be as competitive as possible with our pricing and we completely understand when customers want to shop around. We do encourage customers when shopping around, to make sure they compare the quality of parts and warranty given so it matches what we offer our customers. Our parts are heavy duty, high cycle parts and we stand behind them and typically provide a long warranty. Other companies that are cheaper don't offer the same as we do, so while it is more budget friendly, you might end up needing more service sooner than expected. At the time the technician reviewed the quote with you, we would have loved to have heard your concerns so we could have possibly worked on the pricing if it was available. We do look forward to working with you again in the future if the need arises, but hopefully you will not run into any issues anytime soon. We appreciate you being our customer and we're always here when you need us.

Thank you for your business and taking the time to leave a review. We are happy to see that Mike was able to take care of your garage door needs but we are sorry you feel like the quote you were given was overpriced. After reviewing your work order, it shows you failed a handful of items on the 25 point inspection. Those items are discussed with each customer on every call and what steps/options are available to fix those issues if a customer would like that done. Mike would have discussed this with you so if you had questions about the price or work, he could have answered those questions before the work was started. We are competitive with our pricing as our parts and the service provided is top notch and we strive to make sure our customers receive five star service with every call. We do appreciate your business and hope to work with you again in the future. If you have further questions about pricing, please feel free to call the office.

Thank you for your business and taking the time to give us your feedback. We hate to see that you didn't receive 5 star service. After reviewing the ticket for your job, I see that you were quoted for two platinum, high cycle, powder coated springs. Our springs are higher quality and have a typical life span that is 3-4 times longer than springs our competitors sell. Our technicians review the quote with customers on every call before any work is done, so in case there are questions, they can get answered before work is started. If you have further questions, please call the office and we will be happy to assist you.

Thank you for taking the time to leave a review and for your business. We appreciate you taking our call to discuss pricing questions and what we can do to make this correct. We apologize for the inconvenience but we are happy we could make it right by providing you with a partial refund as we discussed on the call. We always strive for every customer to feel like they received 5 star service with every call we go on and we are sorry we missed the mark with you. Please let us know if we can assist you in the future with any door needs.

Rick, Thank you for taking my call and allowing me to make your experience with Precision as close to a 5 star experience as possible. As I explained, our new system did not forward your email and I truly have no excuse or even explanation for it. I've spoken to our technicians and went over the process of billing when we do total rebuilds, which is what was done to your doors and how not to add the cost of a spring to the order. I've also made sure to explain to them that maintenance done to an additional door must be noted so that it's not confusing to the customers and that it is made clear work was completed on 2 doors, not 1. Again, I would like to reiterate that our primary goal is to give all of our customers a 5 star experience and I hope we have accomplished this. Have a blessed day!