Precision Door Service Tried to overcharge me by $1000 Hudson, Massachusetts

I worked for Precision for a couple years. They are a rip off company and need to be shut down. They use the scare tactics in many cases. I finally quit when I started to notice the company preying on customers pocket books. Guess that's why they been caught multiple times on national "Caught ya" shows like Chris Hansen. The precision I worked for just got caught in a local sting on camera a few months ago.

  The customer is misrepresenting what happened.  We offered this customer several options on how we could repair her door.  Previous garage door companies (or the home owner themselves) had made a total mess of their doors.  We suggested that we not only fix their immediate problem, but that we make their doors safe so they could have no concerns for their childrens safety; we also provided the customer with a competitively priced option to simply address their immediate issues.  The option the customer is complaining about was to totally rebuild both doors and give them a 7 year parts and labor warranty.  The customer felt it was too expensive and seemed to have gone with another cheap fix.  We service more than 5,000 customers a year and only receive a handful of complaints per year.  Our goal is 100% customer satisfaction, but clearly we failed in this case.  Please read the details below for our account of what we did and the conditions of the customers doors.  Precision Door believes in providing its customers with quiet, safe and reliable doors; we use only the best parts and provide a warranty for repairs that is 3 times longer than warranties for new doors.

  We did come out to this customers house.  They called and asked us to repair their garage door they said it was making lots of noise and shaking when closing.  Our customer service representative booked the appointment at a time convenient for them and explained that we charge a service fee.  Our service fee covers a 25 point safety inspection (on each door and opener at the customers site); after the inspection we provide our customers with several recommendations for them to choose from.

Our technician and a trainee arrived at the customers house and explained that we would inspect their doors, cables, pulleys and other parts to make sure everything was working properly.  After the inspection our technician explained what he found, which included the following:

• The springs on the door they requested service on were no longer strong enough to hold the door up on their own.  We also informed them that not replacing the springs would prematurely wear out their automatic opener.

 

• The plastic rollers were worn and causing serious drag and were one of the primary sources of the noise that the customer wanted fixed.

 

• The steel riveted pulleys were separating, which, if not replaced, would continue fraying the operating cables and eventually cut them and cause the door to come crashing down.  The bearings in the pulleys were also worn and caused serious play and friction and were the other major source of noise.



• The operating cables were frayed and were not safe they were also not the right size for the weight of the door (somebody had used safety cables as operating cables safety cables are nearly half the size of operating cables and not designed to support the weight of a garage door).



• The safety cables had been installed incorrectly and would not provide their functionality when the springs eventually break.

  Given that the customer had children we recommended that they consider a complete rebuild.  In a rebuild we replace all moveable parts and springs, and warranty that the door will function quietly, safely and reliably for 7 years new doors usually only come with a 1 or 2 year hardware warranty.  Our warranty covers both parts and labor.

  We also informed the customer that the second door had some serious problems.  The technician explained that:

• The springs were also not holding the door in place on their own, but were not as worn as the first door.  We also informed them that not replacing the springs would prematurely wear out their automatic opener.

• Again, the operating cables on the door were in fact safety cables and were not strong enough to do the job of pulling the door up; given the weakness of the springs this would become a serious issue if not addressed.

• The pulleys were mixed sizes and beginning to separate and would start fraying the cables if not replaced.  The different sizes of the pulleys also made the door unsafe.

• The plastic rollers were worn and needed replaced.

  Our technician explained that the second door wasnt critical, but given the conditions of the springs and pulleys, and the safety cables being used as operating cables that it would become a real safety issue if not addressed soon.   After our technician reviewed his recommendations and pricing, the customer asked if we could reduce the price.  Our technician explained that we were not willing to do shoddy work, but that we could discount the service a bit and reduce the warranty.  He also discussed the cheaper option which would have only replaced the springs, cables, and pulleys.  The customer decided that she did not want us to do any of the work and paid us the agreed service fee and we left.

  This Precision Door Franchise services some 5,000 customers annually.  We maintain an A+ accredited rating with the Better Business Bureau and have hundreds of favorable reviews that support our goal of 100% customer satisfaction.  Clearly we are not perfect; however, we absolutely never cause problems in an attempt to generate business as this customer claims.  It is our standard practice to ask the customer to be present during the inspection so they can see for themselves what issues we feel need to be addressed.  It is also a way to try to protect us against false claims; as you can see it doesnt always work, however.

  I would be shocked if a reputable garage door company would have addressed all the problems we identified for $125.  As mentioned earlier, prior fixes to the customers garage door had left the door in an unsafe condition.   It is our goal to fix garage door problems right the first time, and to provide our customers with quiet, safe and reliable doors with a guarantee that is more than 28 times longer than the typical repair warranty (most companies provide a 90 day repair warranty).
Our hope is that most home owners recognize the difference between quality and cheap hack jobs and continue to rely on us to service their needs.  We have sourced the best parts we can find and provide the best warranty in the business.  We have serviced more than 40,000 customers over the past 12 years and will do everything we can to continue earning the trust of the communities we serve.
 
Please visit our web site www.garagedoorrepairguy.com to read other reviews and see for yourself what type of company we are.