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Complaint Details
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Initial Complaint
04/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
* ** *** it has taken me months for the truth (or deception) to be revealed. On May 25, 2022 my Home Warranty (HW) sent Premier Garage. Met Cory in garage, he told me new garage door motor (prev motor installed 2009) and sensors necessary. Diagnosis sent to HW, and they responded (attached) with approval for motor, sensors at my expense. Cory at my home less than hour. I was presented with Bill for $****** (attached). David and Cory (co-owners) explained chains, rails, springs, sensors not covered by HW. This comment was misleading because another door repair company on 12/13/2022 said none of those items (except sensors) had been replaced evidenced by corrosion, rust, paint splatter. ( ******** ****** ******** *********) On 12/14/2022 I contacted David about billing error and requested refund of $******. Sent David copy of invoice and HW response to diagnosis. He became angry; said he was insulted and my son was only worried about his inheritance. I determined a rational conversation had come to an end and decided to contact BBB. Bottom line, Premier Garage owes me $******. My actual cost should have been $****** for set of sensors+tax + $** service fee. Home Warranty paid ****** ($***+tax) and this same amount ($******+tax) was included in my bill of $******. Thank you Pat ******Business response
04/24/2023
Pat ****** needed multiple repairs to her garage door and opener. Operator,springs and cables.The total bill was ******. Her warranty company agreed to pay ******. She was notified that she would be responsible for the balance of ****** or she could use another contractor. She told us to go ahead with the repairs.We will not be refunding anything because of what a competitor claims after the fact. Sincerely, David ********Customer response
05/04/2023
Complaint: ********
I am rejecting this response because:Invoice is conveniently not itemized which can lead to multiple manipulations.
Please provide an itemized list of the charges.
Provide details of what exactly I purchased as well as the cost of each item.
Clarify what kind of springs were installed and what was included and installed with this purchase.
Clarify what garage door opener was installed and what was included with purchase and installation .
Include sales tax.
Sincerely,
Pat ******Business response
05/07/2023
Because this was a split claim with the warranty company there is no way to be specific. The warranty company did not require us to do this. We submitted our diagnosis to the warranty company with pricing. They determined what they would pay and what the customer would be responsible for. Customer agreed, job was done and now a year and a half later there is a problem. Because of the age and circumstances our company will not be making any further adjustments. Thank you, David ********Customer response
05/10/2023
This is a .png attachment that was sent when complaint was opened. If you can not view, please advise because it is integral to complaint. Thank youCustomer response
05/17/2023
Complaint: ********
I am rejecting this response because:Let me reiterate, the first I heard about "springs" was when I called David on December 14, 2022 about a billing error. I am requesting a refund for $******.
Too many things do not add up with how Owners, David and Cory, do business.
1. Invoice is dated 5/24/2022 and service was actually on 5/25/2022.
2. Invoice was not itemized. As per attached diagnosis, the only work done on my doors was to replace motor (cost covered by warranty company) and sensors (my expense).
3. It had only been 6.5 months after date of service when I contacted David in December 2022, not the year and half that David claims.
4. The warranty company was charged for a motor which included a 7' rail. No rail was installed by owner Cory. Warranty company indicated no adjustment for uninstalled rail. So, where is the rail??
5. David states there will be no further adjustment. What? How can there be no further adjustment when there has been "no adjustment".
6. Again, I would like to know how charges were calculated. Please tell me what kind of springs were installed and what is included and installed with this purchase. Please provide an itemized list of what I was charged for.
Surely a person should be able to call within a reasonable time to get a breakdown of what they paid for, especially if they believe there is a billing error. A billing error is the fault of the owner.
Sincerely,
Pat ******Business response
05/31/2023
The needed repairs for this job was supplied to the home warranty company at the time of diagnosis. Repairs were gone over with Pat ****** before any work was done. She had the right to a second opinion and was in no way obligated to use us for the repairs. She authorized repairs. Six and a half months is not a sufficient time for complaining. We dealt with hundreds of customers in that time and it is impossible to remember all the details.This will be our last response to this complaint. Sincerely, David ********
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Contact Information
Business hours
Today,6:00 AM - 9:30 PM
MMonday | 6:00 AM - 9:30 PM |
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TTuesday | 6:00 AM - 9:30 PM |
WWednesday | 6:00 AM - 9:30 PM |
ThThursday | 6:00 AM - 9:30 PM |
FFriday | 6:00 AM - 9:30 PM |
SaSaturday | 6:00 AM - 9:30 PM |
SuSunday | 6:00 AM - 9:30 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.