Garage Door Repair in Indianapolis - Page 408

Hi Kelley, Thank you for the feedback. I am not really sure what to say. Corey did note that the door was bent when he arrived, and that does match up with reason you called(door came down on something and now it will not close, she said that top panel is what is causing it not to shut, and was not sure of what is damaged). If this is inaccurate I apologize. Was his repair effective? Is the door still working now? I am very sorry about the problem with the truck. We had two such issues that week due to the crazy weather. I have urged all of drivers to be more cautious, especially on driveways like yours. Please let me know if there is anything further we can do. Thanks, Joel Belyew

Hi Sandra, Thank you for the review. I have chosen to use what I believe is a superior seal. It is solid vinyl, and the rubber seal is molded into it. This seal holds up and works better than other seals in the industry. Like all products there are many options to choose from, some very inexpensive, and some that are not. In my experience the "free seal" some companies include with install is an usually an inferior product with no warranty. My choice doesn't always go over well, but most customers are happy with the product we offer. I will however offer you 50% off the cost in hopes that it will satisfy your complaint. Please call me at 844-4849, or reply to this email. Thanks, Joel Belyew

Hi Bill, Thank you for taking a moment to submit a review, customer feedback is the best way to make our company better. Our tune up fee is pretty competitive I believe. It mainly just covers the cost of coming to the average home, including, truck, fuel, Technician Labor, and a ton of Insurance(Auto, Liability, Workers Comp, etc) to list a few. Although your home is located fairly close to our office, these prices are based on the average customer location(drive time). I also checked the work truck GPS tracking to see how long the truck was actually at your home which was 28 minutes, this is less than average, but I believe that is due to your door being in pretty good working condition. What a tune up generally consists of is Inspection, Diagnosis, Possible Adjustments, and Lubrication of some components. In your case your door was balanced properly, which is rarely the case, requiring no necessary replacement parts or spring adjustments. This is good news. The only thing the technician listed as needing replacement is your rollers which were worn out. I hope this sheds some light on our cost of Tune Up, and if you truly believe the Technician did not lube your door, I will gladly send a technician back out to your home to do so. Thank you again, Joel E Belyew

Hi Jerry, The $15 fuel charge is part of the $80 Total Trip we quoted you on the phone to come out, the other $65 is listed as service call. Unfortunately opener parts are expensive, sometimes I wonder if I shouldn't just buy whole units and take them apart and sell the pieces instead. Not sure your pricing out the same quality of opener you listed above though. Unfortunately the part cost is only a portion of what goes into us replacing that part. The technician felt your door was unbalanced and needed new springs, it is their job to tell you anything they find upon their door inspection. That being said, if you didn't feel comfortable with the recommendation, I am glad you chose not to do it. Thank you for the feedback, and if you need anything further please let me know. Joel E Belyew

Hi Eric, I spoke with my staff about your job, The technician informed me your spring was weak for two reasons. 1) The spring was old and weak due to wear and tear. 2)You had added insulation to the door, although it may seem like a negligible amount of weight, typically adding insulation adds 10-15 lbs. Your non insulated door had a specific weight of approximately 200 lbs, when a company installs the door they need to put in a spring made to lift 200 lbs. What this does is makes the door neutrally balanced so that it takes the same amount of force to either open or close the door. Your garage door opener is only designed to operate a properly balanced door. Adding 10 lbs may not seem like a lot, but it does throw off the balance. Some people(including novice garage door technicians) may try to compensate for this weight by adding winds to the spring, this will not correct the problem at all. A torsion spring is designed to have very little tension when the door is opened fully due to the tracks at that point holding the bulk of the door. By adding turns you basically just reverse the problem, causing the opener to be strained while it begins to close the door as opposed to when it begins to open. The only real fix is replacement of the spring with one or two that are engineered to lift 210 lbs approximately. The reason we recommend two springs and install two on every new double door we sell is that they last longer, and cause less stress on the other components of the spring system. Installing two springs is more expensive, we do so because it is the better way, other companies install one in a lot of cases because it is faster, cheaper, and easier. I hope this sheds some light, and if you would like to discuss this further please don't hesitate to reach out to me or reply to this email. Joel E Belyew

Hi Patrick, Thank you for the feedback. I couldn't agree with you more. I apologize for the technicians failure to clean the door. When I reached out to him his reasoning of running out of anything to clean the door with is completely unacceptable. In addition smoking at a customers home is strictly forbidden, and will not be tolerated. This technician has been spoken to, and I am confident will not make these mistakes again. Joel E Belyew

Hi Matthew, Thank you for the feedback, it is very helpful when we are informed of our shortcomings. I apologize if Mike did a poor job of explaining the problems he found with your door, and if he made his recommendations sound the way you described. This comes a shock to me based on the typical feedback from Mike's customers(He is our Tech of the Month for 5 months straight which is based solely on customer service), but I guess all of us prone to an occasional off day. Typically if you are comparing our repairs with other companies we will come out much higher in price on some items. This is due to the fact we use the best parts available in our Overhaul packages, and back up those parts with our Lifetime Warranty on Parts, and Labor, as well as one year of Service Call Coverage. In comparison some competitors offer as low as 1 year parts, and 30 days labor. How would you feel if you saved $150 by going with them, and 3 months later you have to pay them nearly $100 to come adjust or repair the part they just installed? Or worse yet 14 months later having to foot the bill for the complete repair all over again. Precision Door has become the the second largest garage door company in the country because we strive to offer our customers a better product, warranty, and better service than other companies offer. Our service of course as a result is typically priced higher. I am glad Matthew that you elected not to make additional repairs the day of service since you were not comfortable with the recommendation Mike made. I hope your garage door doesn't give you future trouble, but if it does I also hope you will consider Precision, we will strive to do a better service for you. I am sorry also that my response took so long, I personally handle any bad review that comes in, and I have been out of town. Please feel free to reach out to me if you would like to discuss further at (317)844-4849, or just reply to this email. Thanks, Joel E Belyew

Hi Cassie, Thank you for taking the time to do a review. I believe we work harder than any other company by far to make sure we do the job right the first time. That being said we are obviously not perfect. For that reason we provide our customers with by far the best warranty in our industry. Your door overhaul included a Limited Lifetime Warranty on the Parts and Labor, and we also give one year of Service Fee Coverage for Warranty Repairs. If there is a problem with the door we need you to let us know so we can repair it as soon as possible. This is not only for your convenience, but helps us prevent other wear and tear on both your door, and operator. Unfortunately Cassie without your call we have no way to know that a problem exists. I hope you understand the philosophy behind our Trip Charge, it is only there to cover the cost of getting to your home. With Technician Pay, Truck, Fuel, Insurance(Liability, Auto, and Workers Comp), etc... The Trip Fee is only there to cover those basic cost. Occasionally someone will call with a warranty problem 1 week outside of the one year Service Fee Coverage window, and I have made an exception. In your case it was over two months out. In a perfect world we wouldn't need to collect trip fee's, but in the world we live in they are necessary to remain in business. Thank you again for choosing Precision, and if you would like to discuss this further I'd be happy to help. Joel E Belyew

Hi Chris, Thanks for speaking with me today, it really helped me understand your frustration. I'm glad we were able to reach a mutual understanding, and I will have your refund applied to your credit card today. Thanks again, and if I can help any further please let me know, Joel E Belyew

Hi Dave, Thank you for the feedback, we want to hear from our customers about their experiences both good and bad. Although Amarr is a quality product and the best manufacturer in the industry in my opinion, they are not immune to the occasional defect, and we at Precision stand behind that product. I apologize the seal became partially detached, and that Corey was running behind the day we came to fix it. Obviously we can't predict what the day holds and we do sometimes get behind schedule, but the fact that neither Corey, or anyone else from our company reached out to let you know is completely unacceptable. I hope the refund we gave you for your inconvenience is satisfactory. Thank you again, and we will strive to make this right and hopefully satisfy you 100%. -Joel Belyew Thank you for allowing Eric and Myself to come to your home, and I hope the additional seal we've added will permanently correct all of the issues. I really appreciate you allowing us to make this right, and look forward to the updated review you told me you'd be sending. -Joel Belyew