ComplaintsforPrecision Overhead Garage Door Service

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 28th, 2023 Precision Overhead Door came to our home to fix a broken cable on the garage door. They replaced the cable and replaced the bottom door brackets. The brackets they used we found out later were not for our brand of door. This caused the 2 bottom panels of the door to buckle and caused the door to shift off center and is now crooked. Also, the rails were improperly adjusted causing the weather stripping to tear. When we noticed these issues we called Precision and they made another call to our home. A different Technician came on August 30th and confirmed that they installed the wrong brackets and the other work performed was done incorrectly. He told us we would be a priority and would hear from management soon. This was after he throughly investigated the situation and took many pictures to document this information. After not being contacted by the company, we called them on September 5th. We spoke with the Operational Manager. He said that new brackets were ordered and did not know he was supposed to call us. He needed to talk with the 2nd technician to confirm that there were other issues with the door. He called back on September 6th, after the agreed upon time and left a voicemail that they would replace the torn trim, bottom brackets and adjust the rails. On September 8th we called back to confirm the voicemail that was left and spoke with the office manager *******. Explained the situation to her and how we thought the problems should be resolved. She said she would call back later that day with information. When she called back we were told they would meet on September 11th and we would hearback with a resolution. We did not hear anything from them, and called back on September 18th and were told we would hear back from Operational Manager within the hour. It is now a day later and we have had no phone call or contact of any kind. This has been going on for 3 weeks, and the door has been under stress the whole time, we need it fixed!!

  

  Business response

  09/20/2023

  To Whom it May ******************* and ***** have had positive contact today (9/20/2023) where we were able to schedule the final repair and agree on what needed to completed.  Due to the repair not being up to standard, Precision will refund the original repair cost to ****.  **** also has *****'s cell phone number should there be an issue.  

  **** and ***** discussed how the overall process could have been different.  **** has been a customer of ******************** in the past and we value his time as a customer and want to make sure that we make this situation right so we can continue to have him as a customer going forward.

  V/r

  *********************, Operations Manager, Precision Overhead Garage Door

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Precision Garage Door Service to get a quote on the replacement and installation of a new cable for my overhead garage door. I was quoted a price of $120 for replacement and installation of both cables (even though only one was broken), with no upcharge for installation on Sunday, June 12th, 2022. When the tech arrived, he tried to sell me an upgrade repair package for $900 plus for additional parts, which were not needed to repair the door cables. When I refused, I was told that there was an add'l charge of $150 to unwind the springs to install the new cables. When I told him that I was quoted the $120 for installation of new cables, he made a phone call to his employer and came back with a reduced upcharge of $75 to unwind the springs to install the new cables, raising the total cost to $210. My complaint is that the unwinding of the springs is necessary to install the new cables, and Precision Garage Door knows this in advance. To show up on the job and then request an add'l charge is deception on their part. I would request the refund of the add'l $75 I paid to complete the job.

  

  Business response

  07/07/2022

  The customer was contacted and his **** was adjusted to his satisfaction.

  Customer response

  07/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

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