ComplaintsforReliable Garage Door, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 7/02/2024 evening the garage door spring broke. Called Reliable Garage Door at ********** to request service. The spring was replaced by them in 2018-2019 it is under 10 year warranty. The lady asked me if there were any cars trapped I informed her yes. As soon as I informed the lady that the it is an under warranty repair she said the our technicians are all booked up till July 17, 2024! I asked her how am I going to get in out for next 15 days and how will I be able to not go to work for 15 days? She said she cannot do anything. I called A1 Garage services and got them to replace the spring. I have retained the broken spring that they took down and can provide receipts for the repair.

  

  Business response

  07/03/2024

  We appreciate the opportunity to address *****'s concerns regarding his recent service request.

  On the evening of July 2, 2024, ***** called Reliable Garage Door at 6:45 PM to request a service appointment for a broken spring, which is covered under our 10-year warranty. At that time, our ************** Representative informed ***** that due to the holiday weekend, our available appointments were extremely limited. The earliest available slots shown to the representative were indeed booked up to July 17, 2024. Understanding the urgency of his situation, our representative escalated the issue and submitted a request for our Scheduling Manager to reach out to ***** the following day to provide a sooner appointment.

  As promised, we contacted ***** at 9:15 AM on July 3, 2024, offering a same-day appointment to repair the broken spring. Unfortunately, ***** declined our offer, indicating that he had already arranged for another company to perform the repair.

  We deeply regret any inconvenience this situation may have caused and any uncertainty ***** may have experienced regarding the resolution timeline. We strive to ensure that all our clients receive timely and satisfactory service, and we apologize for any distress caused by the initial information given.

  However, since we did offer a same-day appointment to rectify the issue on the morning of July 3, 2024, which ***** declined, we are unable to reimburse him for the cost of repairs performed by another company.

  We appreciate *****'s understanding and thank him for his patience. Should he have any further concerns or require additional assistance, we encourage him to contact us directly.

  Customer response

  07/05/2024

   I am rejecting this response because:
  They  did not provide me same day service. That is a lie! I was given a  date  of repair 07/15/2024 that was the  first date  of  service available. Yes, someone  did call the  next day I declined because I had  already got the  door spring  repaired the  night before. I never said I have scheduled a repair. I said I have already got it repaired I am attaching the invoice from the previous day. I even kept the broken spring
  If they had  told me that  they will repair it the  next day ( which would  have  been very  reasonable) I would not have called anyone else as I am not  unreasonable and do not like  to waste my hard earned  money. They did say the  tech can call you maybe  earlier  if they  have a cancellation!! I asked  the  lady if it was her  home with old  parents at home with serious  medical issues would she  wait 15 days  for a repair with both the  vehicles trapped? That is  why  it  called an emergency service! I have  been using  Reliable Garage services since 2016 ( since I moved  here.) My garage  door  opener  rollers were  all installed by them , which have a lifetime  warranty! IS this  how they WARRANTY their PRODUCTS?????

  

  Business response

  07/05/2024

  We are very sorry for how upset this interaction has made our client. He is correct, initially we did not offer same day service as our evening scheduler did not have any openings. Due to the urgency of the situation, it was escalated to our scheduling manager who contacted the client the next morning to offer a same day appointment which was declined. 

  ***** chose not to wait for our resolution and contacted another company. We will not pay for another company's repair, however, in an effort to resolve this situation, we are happy to reimburse him the original amount of $399 paid for the springs in 2017.

  Customer response

  07/05/2024

   I am rejecting this response because:
  Let  me  ask  you  if your tech was scheduled  like  the  way he  should have been would  I have  to spend $620.22 (plus $40.00 tip which I would  have done regardless  of which company) or  $399.00 ?

  I am not even adding the  inconvenience etc, that is  life. 

  Had  your  evening scheduler communicated that it  will be  done 1st thing tomorrow that  matter  would  have  been over I even said  to  her  that I have no  choice but to call someone and  pay them, she  said do what  you have to.

  Why should  I be "PENALIZED " for $220.22 for  Reliable ************ INC  not having adequate number  of technicians or communication issues  of their employees. This  time I got a spring with 2 year warranty as I am sure that it will not  be  worth my while to get  a 10 year warranty spring. The 10 year warranty  spring is supposed to last for 70000  cycles it  lasted less than *****. I am  sure the spring  I have  ****** as a replacement  is  also of  similar quality. A person gets a warrant  for their  peace of mind and  when they are giving  warranty on parts and  labor then they should  stand  by it. And be decent enough to acknowledge their mistake ( which they have) and at same time not "penalize" me  for their  shortcomings. There is a lot of competition around  and they will not survive  in the  market  if they continue to  penalize their customers for their short comings.

   

  
  

  

  Business response

  07/08/2024

  Please accept a refund of the original amount paid for the springs. Upon acceptance of this resolution, we will mail a check for $399 to the client's home. If this resolution is rejected, no further action will be taken. 

  Customer response

  07/09/2024

   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.

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