Complaints

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Had a break in and my sliding glass door was ripped open and not secure. I called the 24/7 repair and was told to expect a call from a technician. Received a call and two techs showed up to repair my door. They were here less than an hour working on the door and once done told me I would need to lift the door and pull it towards myself to lock it. I followed their instructions and was able to get the door to lock however there was about a half inch gap from the bottom of the door, 5 inches up. The door was rickety and I was able to move it. When I addressed this with the tech he said thats the best I can do, you need to get a new door if you want it improved. I paid the bill which I though was high for not fixing the door ($439 part/labor/service). There was a 2.9% credit card fee that I was not aware of or I would have used debit. The next morning I called my Strata, informed them of what happened and they sent out a repairman to measure and fit for a new door. When he arrived he stated I think I can fix this and within 20 minutes he had it fixed 100%, he told me the bill from the previous repair was a little steep. When I got a feedback request from the first technicians and gave a poor rating I got a call from someone who stated they were a supervisor. He asked why I didnt call the company the next morning and give them the opportunity to fix the door better. I informed him the tech had advised me the door was fixed as best it could be and I would have to get a whole new door. I also asked if I was charged more for two technicians and the representative stated no you wouldnt be charged more because the other guy was just the roommate of the tech. I was quite upset that a random person who was not a tech was in my home working on my door. Did he have any qualifications? He offered to reimburse $75 but by that time I was so upset I informed him it was not acceptable. I feel taken advantage of in a stressful situation. I sent pics of the door to rep.

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