• Report: #1007580

Complaint Review: Precision Door

  • Submitted: Fri, February 01, 2013
  • Updated: Fri, May 09, 2014

  • Reported By: Sheri — Chandler Arizona United States of America
Precision Door
7652 E Greenway Rd, Ste 100 Scottsdale, Arizona United States of America

Precision Door Precision Overhead Garage Door Service Charged me almost $900.00 for an overhaul of my garage door. Scottsdale, Arizona

*Consumer Comment: Completely danced around the Questions

*Consumer Comment: Explain why?

*UPDATE Employee ..inside information: New Door or Overhaul - Customers Choice

*UPDATE Employee: Response

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I called Precision to come fix my garage door and possibly 'refurbish' (my term) it. The sensors were off-set, so Joel, the tech who came to my home, was able to amend that within literally seconds. He then commented that my door was "unsafe," which is what I had felt, since it is a large door on an older frame. He then convinced me that the only way to really take care of the problem was to replace the door, although an overhaul was an option, which he did not recommend. I told him to go ahead and order the door. He said it was a special order because it's brown, so the order wouldn't actually go out until the following Wednesday, this being a Friday afternoon, and would not be delivered for 3 weeks thereafter, and all told would cost me $1,202.30. He needed half up front, so I gave him a check for $601.15. I agonized over the cost all weekend, and thinking I would be leaving a message (Sunday afternoon) on voicemail I called and unexpectedly got an actual human being, Christeena (her spelling). I told her I wanted to cancel the door and just get the overhaul. She relayed the message to Frank and Sandra and read to me what she had sent them. No one ever called me back. After many calls to the company I finally received word on Tuesday that they were charging me 50% (exactly what I had already paid) to cancel the order. I asked them if they could just apply that amount to having the door overhauled. I was told by Frank that would get back to me on that, which they never did. Every time I called I was told they tried to call me back but had the wrong number. Hello? Caller ID. Finally Joel came out to do the overhaul, but told me he was more concerned about the esthetics of the door, but that the door was "mechanically sound." This was not consistent with his initial assessment, and such a blatant rip-off. He shuffled me back into my house every time I looked out to see what was going on. There was a lot of banging. I did witness Joel spraying something on the door tracks. That was all, and I was charged an extra $272.16. I do have to say the door is much quieter now!

This report was posted on Ripoff Report on 02/01/2013 07:34 PM and is a permanent record located here: http://www.ripoffreport.com/r/Precision-Door/Scottsdale-Arizona-85260/Precision-Door-Precision-Overhead-Garage-Door-Service-Charged-me-almost-90000-for-an-ove-1007580. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Completely danced around the Questions

AUTHOR: Garage Door Guru - ()

I noticed you exasperated the thing you thought were good by your employees but completely negated the questions that were asked and complained about.

I have been apart of the garage door industry for many years now and know that if he was seen on a friday and opted to order a door the orders are not done and put in the same day to a supplier and shipped out that day, in fact suppliers ship out the orders once or twice a month allowing the companys to provide enough orders to fill a truck load therby making it viable and cost effective to ship it out in the first place. it was even noted that the orders do not go out until Wednsday so your statement of being stuck with a garage door you cannot ever use is invalid from the very start.

He stated that he talked to someone after hours and before monday and was dictated everyting that was said to the people who supposedly make the decisions I.E. the "managment" but was not followed up with untill a wednsday (Hmmm seems a little to coincidental that the orders go out on wednsday too...) In fact was told when he was calling that it was because they had the wrong number not once but several times...?

I they had it wrong the first time why then would they not ask for the correct one the next time he called? 

Why was the issue not addressed about the Tech of many years of experience about the difference of diagnosis from the first visit and the seccond visit? why was the door unsafe the first time and just astheticly not the best but Mechanicaly sound the seccond time? He infact did not recommend the overhaul which contradicts the statement you made that he always reapirs before offering to replace.

And why would Joel of many years experience not be proud of his work and expertise allow the customer to watch him work on his garage door? 

And you brought up for reasons i do not know that you have the best prices on Garage doors and will beat any price. so if i can buy a twenty five gauge sixteen by seven door with the same hardware you offer,

And high cycle springs (ninty thousand cycles) Which is a minimum of thirty to fourty years of life with a no stipulation warranty against breakage for the first fifteen years,

that means no required maintenance every year to keep a "lifetime warranty on the parts" valid.

This you fail to mention everytime you talk about your Lifetime warranty parts.

If i can buy this door for Seven hundred dollars are you going to beat it? You brought it up so I am ogbliged to ask.

As for the complaint you say is not leagl and should be removed, If you justify the questions with valid answers too if not the customers complaints at least mine i will remove my rebuttle. Untill then i will advocate for him and anyone else who do not have the insight to this industries practices and standards.

 

 

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#2 Consumer Comment

Explain why?

AUTHOR: Garage Door Guru - ()

There is absolutly no reason that any customer should not be able to observe any work being done, to shoo away the customer is to hide something. I am in full agreeance that all he probably did was basic maintenance like lubrication and that the customer should fel every bit suspicious.

You are saying that he or she was responsible for the cost of a door that you ordered that you cannot use when in accordance with the statements above you had not even ordered a door yet. So what i am gathering is that it is stadard practice to attempt to collect or keep money that you have already recieved. and as far as the standard of the industry 1/2 down is the normal.

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#3 UPDATE Employee ..inside information

New Door or Overhaul - Customers Choice

AUTHOR: Frank - ()

The technician that went out to this customer’s house is an expert for many years. He knows exactly what he is doing. He also prefers to rebuild a door or opener rather then replacing with new. He wants a customer to get the most life out of what they have and leave replacement as a final option. The customer was given a choice of an overhaul or new door, his door was in such poor and unsafe condition that opted for our platinum overhaul for 899.00 plus tax with a lifetime warranty on parts. Since we are the leaders in the industry we get new doors for the lowest price in the state, we can beat anyone’s price. That being a fact, this customer chose a new door since it was not too much difference in price. This customer signed a contract to purchase a new door and gave a deposit. We ordered the door as contracted.

100% of our customers get options before we do any work. Our options are many but basically fall into 3 categories, Good – better – Best. Customers want the truth with options and we must provide them.

The customer called to cancel because he wanted the overhaul. We had no problem with that at all. It was his choice and we were glad to make him happy. We did the right thing for the customer who stated and I QUOTE "I do have to say the door is much quieter now!" One thing we can't control is buyer’s remorse, we did the correct Job for the correct price and his parts are under warranty for life. 

 

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#4 UPDATE Employee

Response

AUTHOR: David S. - (United States of America)

As the Customer Service Manager, I never heard this complaint until it was filed on the internet.  Complaining to the internet does not resolve an issue.  Bring this information to management will.  This particular client signed a contract in which she agreed to purchase a garage door.  As part of the agreement we require 70% to order the door.  IF you choose to cancel as per the contract you are still responsible for the door we paid to order that we can no longer use.  With all do respect I am honored to know that my employees are answering the phones promptly and 24/7.  I have tried several other companies who do not answer their phones at all.  Second I am glad to hear that Joel, and expert in the feild for over 20 years, was able to solve the clients problem and create a safe and reliable door for her.  Now the real fact here is that the General Manager went outside the contract for this client and then applied that 50% of the door toward the cost of her overhaul, which we have garaunteed the parts on the overhaul for life.  This report has inaccurate information in it, and should be immediately removed as it is not factual and under legal definition is slander.  We have all the proper documentation to prove ourselves in court.  Thank you.

David Stuckey
Customer Service Manager
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