Business ProfileforSpringfield Overhead Doors By Hart

Beware Or Think Twice or Three Times Before U Call>I just had garage door worked at. “Spfld Overhead Garage Door by Hart” Receptionist asked whether the problem was wiring. I told her I didn’t know. So,technician had to see first, It’s going to cost $96 and if they have to come back, it would not be another service charge because it would be the same service. When the technician came a month later.I told him my friend had checked. it’s not wiring.Technician checked inside box+found the board worn out and need to be replaced. He told me that he did’t have the part. He had to go to work at another house and came back with the part to finish at my house. It took him to diagnose about 15 minutes. It took him about 8 minutes and my garage works now. My bill is over $322 (part $125, Fuel Charge $5, Labor $192). I am not dispute about the part or fuel charge. I called about the charge of $192($96x2) since they did not have the part and have to come back with the same service.He told me because when I called I did not tell his work that it’s not wiring that’s why his tech did not have the part, so I have to pay for trip getting the part. I told him,I did not know, then he called me name.When I argued with him (the new owner), he got very up set and lost his temper. He said that it was not the service charge, that’s labor charge for 2 hours. Now he changed from service charge to labor charge. $192 Charges started from when technician drove from previous job (10:45a) to my house(11:15a) then >12:03p) left to pick up the part + came back(12:19p) to my house > fix the garage door(12:37p)> leave house too. When This Spfld Overhead Garage Door ask you what wrong with your garage door and you do not know, then they have to go get your part and come back to fix it. You, customer have to pay for them to go to get the part and back to fix. They charges every thing. Beware..When you talk to them. They tell you one way but turn around and charge different way whatever benefit them.

When receptionist asked what's wrong with the garage door, she tried to pressure me to tell her exactly what went wrong.I told her I am not sure it's just not working when it's cold. Because of space writing space is limited, I told her I do not know. They should have bring necessary part with them because it's not that big and it's not involve with the chain or any roller on the top of the garage any way. Then I do not have to pay for travel time to get the part. For me I think I should not pay for travel time for them to get the part. They should have it with them like they have other parts with them in the car to fix other stuffs.

Customers account above is not accurate. Customer provided a description of door won't open in cold. Customer was quoted our hourly rate that includes travel to customer's residence and billable in 1/2 hour increments. Customer was originally scheduled for 12/23. We called customer on 12/21 to move her up in the schedule to 12/22 to avoid the forecasted snowstorm to begin night of 12/22 into 12/23. We couldn't promise we would be working on 12/23. Upon arrival onsite on 12/22, technician was able to diagnose the issue as a bad logic board on an older operator, but informed the customer he did not have the logic board on his truck as he had used his last one earlier in the day. But we did have the board at our office. Customer was given the option to reschedule the repair or we could have another employee meet up with the correct board. Customer chose to have the operator repaired the same day so she could have her door working prior to the snowstorm. Technician left and returned within 15 minutes with correct logic board and finished the repair. Customer was not charged for the second employee's time to bring the logic board to the technician. Per our documented GPS report provided to the customer, we had 28 minutes to get onsite, 45 minutes to go over customer's door and operator and diagnose the issue, 15 minutes to retrieve the correct logic board, 25 minutes to finish the repair. As discussed with the customer if the 15 minutes to retrieve the board was excluded the customer still had 1 hour and 40 minutes expended in the repair for a total charge of 2 hours when billing in 1/2 hour increments. Customer does not feel she should have to pay for our time getting to her residence to begin our work. We communicated our service rates and what was included, we communicated clearly what the issue was onsite, gave customer options to proceed, and worked to expeditiously and efficiently complete the repair for the customer as requested. We appreciate this customer's business and expect to be paid for the service provided. Customer has utilized our service numerous times in the past decade with no issue with our performance or invoicing practices.

1/29/23:> 1st Truth: Spfld Overhead called me On 12/22/2022 but not on 12/21/2022 to come in the day before my appointment on 12/23/2022 if they could come over. I have a phone record and could provide. 2nd Truth: I had never been quoted hourly rate and travel time until after I received the bill. I only was told there would be $96 service charge to check and simple fix within an hour when I first made an appointment over a month ago. If they have to come back again with the same problem, then there would be no service charged. In my case, it’s a simple fix. if the technician had not used a logic board to the previous job. The technician never told me that I would have to pay extra charges from getting the logic board from his shop to my house, I understand I had to pay the cost of logic board which is $125 and the techniciaa said he was going to fix somebody else garage door and came back to fix mine, He never told me I was going to be charged on getting the logic board or reschedule. We had argument about the service charge once I got the bill. 3rd Truth: I have never been given an option to reschedule to repair. The company offer to fix it the same day and I was appreciated that without knowing that they are going to charge me time of getting the part. 4th Truth: I have question about the technician.When technician was here, I told him about what my friend had found and he got right to the garage control box where the old logic board was and took about 15-20 mins from the time he rang my door bell and finished diagnosis. He did not even check the base of the garage door or other areas that involved with the garage at all. How could it take him 45 minutes. The technician said the logic board was at the shop, he could go to fix the other house and came back with the board to fix my house. This new owner had no respect to me which I had been a customer of his business for a long time and calling me, name that I was not telling the truth and blaming me as I showed you above that his business never told his customer ahead of time. It’s so unprofessional like. All the time the technician at my house, the technician had been talked to his office the whole time of what to do with mine, I never talked to anyone there at all during that time. I was checked with his business when I set up the appointment about the service charge. He did not practice the way his business was telling me. 5th Truth: When I asked why he charged me service charged of $96 twice, then this new owner changed his charges and telling me that it.s not service charge but it's a labor charge, Service Charge is $96, part is $ 125, I should have paid him only $$221. If The technician did not use his last one earlier in the day, I would not have to pay these travel times to get the logic board. Is it fair that I have to pay the travel times to go to get the logic board and back to my house? Think about that. I go ahead and paid first because I had been disputed this bill almost a month if I do not paid his statement will charge me 1.5% interest. And maybe cause me more. That’s why I paid. I would like all you customers know how this business operates. Te teling you they charge you this way but billing you the other way. Here is the kind of business that will try to take any advantage from you.