May 25, 2009
Garage Door Service Company
18484 Preston Rd
Dallas, TX 75252
On May 14, 2009, I contacted your company to schedule a repair for a broken spring on my overhead garage door.
Your technician quoted me a price of $ 268.00 for all repairs. After the spring was replaced, your technician informed me the trolley on my screw drive Genie also need replaced. I questioned your technician as to the need for replacement. He stated the trolley was stripped. I informed him there had been no problems with the door opening before the spring had broken. He stated he could not complete the repair without replacing the trolley. I informed him I did not want the trolley replaced. He stated it had already been replaced, and then hit me with a bill of $402.43. I questioned the repairs, as there was a loud vibration, which did not exist before the repairs had been performed. The technician grabbed the cover of the motor with his hand and said the vibration was normal. I reluctantly paid the bill with a check for the amount invoiced and the technician left.
On 5/14/09 at about 4:30 PM, my son arrived home from school, and entered the house using automatic garage door opener. The garage door did left up, however, it stopped as the motor was strained and shut off. I called Garage Door Service Company and spoke to a call center employee. I explained the problem and requested the repair technician contact me. I never received a return phone call. Therefore, the door had to be manually closed.
5/15/09, I called Garage Door Service Company @ 9:00 AM and then again @ 3:30PM, and left message for the owner, Chris to contact me. He never returned my phone calls.
5/16/09 @ 10:00 AM, I called Garage Door Service Company and spoke to a call center employee. I advised him of the problems above, and requested he have Chris contact me. The employee stated he would send a technician out today to repair the problems. A technician never showed up, nor did the owner, Chris ever contact me.
5/18/09 @ 9:00, I called Garage Door Service Company and left a message for Chris to contact me. He never returned my call.
5/19/09, I called Garage Door Service Company and requested to speak to Chris. The call center employee stated he was unavailable. I informed the employee Chris needs to call me because I have stopped payment on the check I had written. The employee said, hold on, and transferred me to Chris immediately. I requested Chris' last name, and he refused to provide it. I informed Chris the garage doors was broken, and had not worked for more than one opening after his technician had left. In addition, I informed him of the numerous attempts I have made to have his company return to repair what they had broken. Chris began to shout, threatened to have the District Attorney handcuff and arrest me at my place of business, and file a lawsuit against me. I asked Chris to stop shouting and stated I was willing to make the payment right, if the would just send his technician out to perform the repairs. He began shouting again, and stated he would not be back, because his technician did nothing wrong. I ended the call by giving Chris my wife's cell phone number and asking him to review the information and contact her tomorrow, as I would be unavailable.
Within ten minutes, Chris called back, and agreed to come back to my home on 5/21/09 to make adjustments and repairs. He even stated because of all our inconvenience he was willing to reduce our charge and told me to write a new check for $ 350.00.
5/21/09 the technician arrived to perform repairs. He stated his technician had competed the repairs as required, and that the motor was out on the Genie Garage Door Opener. I informed him when the technician replaced the spring and the trolley he dismantled and moved the safety beam from the original position and bent the safety beam bar to the right and installed the beam at an angle higher than the original position. This caused the motor to be under distress. In addition, the actual garage door was hitting the safely beam and causing it to bend, which also puts the motor under distress. These errors have resulted in the shaft pin being stripped. The motor is in fact working, but the damage to the shaft pin has resulted in the screw drive not turning properly either forward or reverse.
The technician refused to admit their technician had caused the problem, and tried to sell me a new garage door opener at a reduced price. The technician called the owner, Chris, who offered to replace the garage door opener for an additional amount of $ 229.00. Let's get this right, you want me to pay an additional $229. 00 plus the $ 402.43 to make a total of $ 631.43 for an original spring repair. I requested the technician remove their spring and trolley in return for my check. Chris instructed the tech to leave without performing adjustments or repairs.
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