Business ProfileforQuality Overhead Door

I had a negative experience with Quality Overhead door. I scheduled a service call on Thursday, 11/16/23 for my garage door, I am very petite in stature and had tried to pull the cord on the Craft-Master unit to re-align the track. This had happened before due to a power outage . The technician showed me the simple fix of pulling the cord. Nothing was wrong with my unit. This took him less than 1 minute. He insisted, per his company policy, that I had to be charged $90 service call plus taxes. Of course, I was outraged and immediately called the office. The person who talked to me became very defensive and rude on the phone.....I admit that I was upset about the price and was not very calm....she went into some rhetoric about minimum service call fee, his knowledge and expertise, the cost of the vehicle gas, etc and the time factor was not relevant in the company's pricing policy per service call....This in itself is ludicrous and a simple defense policy for pure greed, Because I was so upset, she agreed to lower the charge to $50.00...I will never use Quality Overhead door in the future and Consumer beware of their pricing tactics and minimum service fee. The person who spoke to me has little or no customer service skills. i do not recommend Quality Overhead Door. I informed them, that I am a senior citizen and a Veteran and no discount was offered based on either of my statuses. *****

Very sorry this customer feels her experience with our company was negative. We respectfully disagree. She called 11/14 and scheduled service for 11/16. She was advised on the phone that our service charge would be $98/hr + any parts needed. Call notes: “door won’t open, off track, preventative service”. Our technician arrived as scheduled 11/16. The opener had been disconnected from the door (problem causing door not to open). After re-engaging the opener with the door, it ran smoothly. He explained this to the customer, showed her how to reengage the opener and had her do it herself so she would know how. He cleaned debris off the bottom of the door, checked over the door & opener to make sure there were no other issues, and told her the charge would be $98. This took more than “1 minute” (no less than 15-20 minutes onsite). She was not happy and didn’t feel she should be charged. He explained that the service charge covers his time, truck/gas, insurance, etc and wrote up a receipt giving her 10% off because she said she was a senior and a veteran. As she admits she was “upset and not very calm” when she called to speak to a manager. After a few minutes complaining and not giving our manager any opportunity to speak (threatening scathing reviews, saying she would not pay $98 but she would pay $50) our manager had to interrupt her. The “rhetoric” was the explanation of what the service charge is for - our technicians are very efficient and have years of experience which is the reason they can quickly diagnose and fix a problem. Our service charge is for our knowledge and expertise, not necessarily time. As a courtesy, our manager agreed to discount the charge to $50 as customer goodwill. All customers are advised of the service charge before scheduling a service truck to come to their home. Consumers Beware - there are online companies advertising in our area as local companies. They have deceptive pricing tactics and charge significantly more to unsuspecting consumers. Quality Overhead Door will continue to serve our community with competitive and fair pricing as we have done for the past 40 years.