ComplaintsforCyclone Door Service

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are a medical practice and one of our exterior back door handles required replacement. I called and scheduled an appointment and was told I could send a picture of the handle so they could possibly have a replacement on the truck when they came out. The tech arrived, knew nothing about the picuture that was sent, spent 1/2 hour diagnosing the problem and confirmed it needed to be replaced. I then asked him to look at the other exterior door that was sticking and he gave it some "TLC" (his words) and got it to close easily, spending 1 hour on that adjustment and recommending that handle be replaced as well. After 3 days I called to asked when the tech would be back out and was told they were 2 weeks behind in preparing quotes, and that once prepared, the parts would need to be order. This is a medical practice with a door that cannot lock properly. I advised them that I would need to hire someone else and they should send me the bill. I received a bill for $398.34, which included a $150 dispatch fee of which I was never made aware. I said I would pay for the tech's time and parts (lube), which I feel was generous since I still have a broken door handle, but not the $150. The counter by them was a $50 courtesy discount and an offer to expedite the quote. They also included a copy of their price list showing the dispatch fee (if they had one then whey didn't they make me aware of this when I scheduled). I am mailing my check #***** for the full $398.34 in protest, requesting a refund of the $150.

  

  Business response

  04/29/2024

  Good afternoon *****.My name is *******. I am the office manager at Cyclone Door Service. I first want to thank you for your business. I want to make sure that all of your issues and concerns are addressed. I would like to first address your concern regarding the picture you sent us. Your initial picture was received by our CSR, thank you so much. Our CSR sent this picture to our estimator. Our estimator confirmed that unfortunately this part was not in stock and we would have to come out to take measurements and confirm the issue with your lock prior to ordering. This is the reason why our technician was not aware of the picture you sent us. I understand your concerns regarding our $150.00 dispatch fee. I looked up the last two jobs we did for you on 4/30/21 and 3/16/23. All invoices and proposals tied to your past jobs mention our dispatch fee. The signature boxes on all of our work orders also mention our dispatch fee. I apologize if our CSR did not disclose our fees for your most recent service request. I believe this was because you are a return customer and all pricing was provided in the past via our invoices and proposals. We understand that this time around, the primary issue you called about was not immediately resolved. We try our best to fix all issues same day but if the part is not in stock, it must be ordered. The owner of Cyclone Door Service would like to offer a gesture of good faith due to being a loyal customer. We will waive the $150 dispatch fee and waive the labor fee for the door we we did not fix. The total we are waiving is $258.34. We will only bill for the door we worked on, which comes out to $140.00. We did receive your check today for $398.34, thank you. We will mail your check back to the service address we have on file, along with an updated invoice. Please do not hesitate to reach out if you have any further questions or concerns, happy to help. 

  Customer response

  04/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

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