ComplaintsforSafeway Garage Doors Inc

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 8 an employee of Safeway Garage came to fix out broken garage door (which the company had fixed previously in late 2019/early 2020, but now it was broken again). On June 8 the employee named ***** who was here to fix it told us he was on the phone with his boss and we needed to purchase a new opener that he would install. He told us his boss said for us to call him directly to set up time to install. We purchased the opener and had him come back on June 15. After he had installed it we wrote the check to Safeway. He took the check and said he had to call his boss, but his boss said they couldn't take the check that day and to Venmo him. We had no reason not to believe or to question any of this.On June 22 the new garage opener broke again, so we called Safeway to have them come fix it. They came on June 25 and said they have no record of the June 15 service. At that time the technician started throwing wild accusations at us, which included that we contracted with the first employee ***** independently (which obviously we didn't do this intentionally, the guy took advantage of us), he blamed us and said "you knew what you were doing" as if we meant to do this and make our lives inconvenient plus lose money, and then he accused us of "stealing" from "his" company, which obviously has zero substantiation to support as we didn't steal anything - we were completely swindled and stolen from by their employee. After not letting me finish any sentence of thought, the technician who came to our house on June 25 said that the ***************** was fired immediately today (June 25) because of other issues that have come up. I asked why they would send someone to our house who has had other issues before and he then backpedaled and said this was the only issue.Safeway has taken 0 responsibility and the man here today showed 0 intention of trying to work with us to fix this. Instead he made horrible accusations, and was extremely awful. Horrible experience with money lost.

  Business response

  06/25/2024

  On June .8 we went out  for a broken garage door spring . we installed a pair of springs   and everything was working ok. no work was done to the automatic opener.(1/2hp genie s**** drive) .on june.24 customer called in  with concern about the door not working. we went out the next day, and we found that  the issue was with a newly installed automatic opener (1/2 hp craftsman belt drive ) a ********** product installed by a handyman or a contractor other than Safeway. our company install contractor series openers(lift master) we will not install a ********** product , we don't have an invoice for opener installation or payment made to our company for that matter. the only payment made to our company is the one from June .8 for the springs installation for $485.00. ************************ provided a proof of payment made to *************************** for $300.00 thorough the app Venmo which would be the technician who serviced them on June .8 through our company. the customer made the payment to ***** for the opener installation  on june.15 on a Saturday when ***** was off work from Safeway. the customer never contacted our company for  the new opener installation, and he should never accepted to make a payment to the technician instead he wanted to save money and contracted with ***** outside our company, and went with a ********** product. the opener they choose for the door is not the correct opener .it should be the the wall mount opener (jackshaft) we made the customer aware that the opener they got will not work properly and that they can return it to ********** and exchange it for the  correct opener. We believe that this claim is false and unjustified! we also adhere to the highest standards of every aspect of our business. we are willing to work with ************************ in everyway possible way to make a fair resolution.    

  Customer response

  06/26/2024

  The man who came to our house today, June 25, confirmed that they have had other issues with the Murad ****** and this action caused them to fire him. It is not our job as customers to vet their employees/contractors, and they should never allow people like this to be on the front lines with customers. We had no knowledge that we were "contracting" ***** and we had no intention of cutting corners. ***** told us that he was on the phone with the owner on the date of the original service earlier in June, and that the next steps that we took were as recommended by the owner. Again, not our job to vet or verify everything their employees tell us. It's the company's job to ensure they're sending out trustworthy people to their customer's homes, and if they aren't, they should be held accountable. The false and horrible accusations from the man who came to our house today are continuing in their response, and are alarming and out of line. If they are not properly hiring, background checking, training and managing their workforce, that is completely on them to fix with their customers. We will be taking appropriate next steps.

  Business response

  06/26/2024

  Again this claim is false and unjustified, the husband contracted with the technician on his day off on a Saturday June .15, and that is illegal!. he paid the guy through Venmo App and that's a red flag to make him  stop and call the company. he does not even get a receipt or an invoice they did not install the correct op, the customer need to call ***** to correct the issue and install the correct opener that will fit properly  . ***************************** admitted that he screwed up  when our technician went out on June 25th.  **********************; insisted that they did nothing wrong. we just don't understand how they are trying to make us honor something that was done by somebody else. **********;  started his handyman business and he should be the one to be called on this claim it was not done through our company. we made the customer aware that we can still help if they get the correct op and we can install for $250.00. but the bottom line is that the husband new exactly what he was doing, and *** wanted to clean after him by trying to make us look bad . this is an illegal business practice on her part  and she is trying to turn the tide .if *** continues to ****** us for something we did not do just because she can ,  our next step will be a legal action against every one involved in this illegal practice. the opener is not ours and the job was not done by us .we need a proof that *** or **** paid Safeway for the opener. not proof that you paid a handyman or our tech who  you contracted outside the company.

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