ComplaintsforHicklin Door Services

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called the Omaha location on Friday and told them about the issue with garage door. They were happy to come out on Saturday 8-10-24, and take a look at issue and repair the door. What they FAILED TO TELL ME is that they only service certain types of door openers. Their ONLY goal was to sell me a new opener at $600. Their other goal was to collect a service charge of $90 and THEN TELL ME why they cant service my type of door opener: thats not the brand we service! Why DIDNT THEY TELL ME THAT ON THE ***** prior to coming out? I had a sales guy at my door instead of a repair person as I indicated to them on the phone. I want a full refund of my $90+ immediately.

  

  Business response

  08/12/2024

  Our technician didn't have the part needed to repair the customers opener during the initial visit. The part needed would have needed to be ordered because it was not a part that we have in stock. Ordering the part needed would have resulted in the customer waiting for several days or possibly weeks for a solution to their repair needs. A new opener was offered instead to provide the customer with an immediate solution which is typically what our customers prefer instead of waiting for repair parts. Keeping all repair parts for openers in stock would be very difficult and is not common in our industry. There are hundreds of different parts between all the different brands and models of openers on the market today. We stock the most common repair parts for the most popular and common brands including the brand that we sell. 

  We are happy to refund the customer the standard service fee charged since we did not provide the repair service. 

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A refund of the fee charged is fine with me. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: 7/11/2022 Invoice #: ******* ****************************** paid: $400.28 Service charges + tax: $160.50 Parts + tax: $239.78 ******************* came out to do work on my garage door. They replaced the springs and cables, which I am happy to pay for. What I will not pay for are the service charges due to the service I received. I spoke with *******************************, VP, regarding the fact that the technician talked about me (when he thought I could not hear him) and cursed at me for not coming to the door quickly enough when they knocked. He did not apologize when it became clear that I had heard everything he was saying and then would not leave until I paid when I asked him to invoice me because I knew I would not be paying for that service. I was made to feel extremely uncomfortable and unsafe in my home due to their treatment and I'm not sure why I would be asked to pay for that.

  

  Business response

  07/25/2022

  Hello

  We came out and fixed the garage door with same day service. We gave the customer 10% off the parts and also did not charge for the cables (please see attached invoice). The customer originally said the door wasnt repaired correctly and we offered to send a service manager out but the customer declined and is happy with the way the door works. The customer signed the attached invoice saying she agrees with all pricing and is satisfied with the work that is done with payment in full. Thank you

  Customer response

  07/25/2022

   
  Complaint: 17599027
  
  I am rejecting this response because:

  I never claimed the door was not repaired properly, which is why I rejected having anyone else from this company come to my home. Also, I was told by the technician that the cables came with the springs. I was not given anything free. You were advertising online for 10% off parts on a repair job; I do not consider me using a coupon to be reparations in this matter. I only paid because the technicians would not leave until I did so. This business cannot allow its employees to treat people this way and, unfortunately, it seems by the communication I have received that this is probably common practice and comes from the top. I expect a refund for the amount I paid for service and nothing less.

  
  Sincerely,
  
  *****************

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