ComplaintsforPrecision Garage Door Service of Buffalo

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called and scheduled a basic repair for a cable to get fixed - I specified on the phone that is all I wanted done. I was not home when the installer came by but my wife was. The whole issue was a simple broken cable i wanted repaired and when the tech showed up he told my wife the garage needed the "gold double rebuild package", She did not know what this meant but all she knew is he was there to fix the cable. The tech said it would be 1087 - My wife misunderstood and really confused saying she thought he meant $10.87 for the cable. He did not provide her with a written estimate, or leave her a receipt and said he would email the receipt even though they did not have my email address. When my wife asked the tech if she should her husband he told herr theres no need that I explained everything over the phone - even though the only time I ever spoke with the tech was for him to let me know he was on his way and spoke nothing of the damage- My wife was taken advantage of and work was done that did not need to be done - the tech advised my wife not to call me and was not specific on numbers - I would like the money I did not need to spend refunded. When I called and spoke to a manager there I was told "maybe next time I should make sure Im home" I am sick to my stomach I gave this company a penny.

  

  Business response

  05/22/2023

  Typically when our manager has the opportunity to right a wrong he jumps at the opportunity. This is why we are one of the highest rated service businesses in Western NY. In this case Mr. ****** was immediately combative with the manager that had reached out. It seems he was upset that his wife was upsold after he claimed he specifically requested only the cable be changed on the door. However, this is not true, Mr. ****** told our customer service rep he had a broken cable on his garage door and wanted to have someone come out to take care of that for him, he also stated his wife would be home to meet the technician. We have the call recordings and I find when someone lies once, they typically have a propensity to make a habit of it. It is the technicians job to evaluate the door and suggest appropriate long term repairs.  The technician offered 3 options for immediate and preventative repairs. Mr. ******'s wife, chose a middle of the road option, to repair the 40 year old door. I don't find it very believable someone would think a service company is going drive to your home and perform 2 hours of repairs for $10.87, but suppose anything is possible. The tech states he never advised Mr. ******'s wife not to call the husband and she was perfectly able to make the decision and at no time did she seem confused about anything explained to her and the work to be completed. All of our invoicing is digital, if there is no email address on file we mail it out the following day. From all the information we have we didn't do business with Mr. ******, he merely booked the appointment for Mrs. ******. If Mrs. ****** would like a partial refund because she was confused by the technician we would like to hear from her, but Mr. ****** will need to remove all of the libelous reviews he posted on the internet. Otherwise, we will be compelled to forward evidence of such untrue postings and reviews to our attorney to bring a suit of defamation. 

  Customer response

  05/24/2023

  We are all set. The company is refunding me. Thank you 

• Initial Complaint

  08/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last week our door cable detached so called Precision. Jason assesses the situation and then offers us options to pay 399 plus parts or the 999 package that includes all parts and 10 year warranty. We said OK to the 999 less 5% senior discount=949.05 option. He starts work but could not do himself so calls in for help, Jason stood in driveway waiting (for over 30 minutes). Help arrives and he finishes repair of cable - did not put back the trim, he had no nails. Jason presents invoice for over 1242.93 but assume it was with tax (which is 104.83 ). So, I ran out to Jason to ask him why it went from 999 less discount to over 1200. He insists that he told us there was another fee 199 labor added but he did not. So, I called the office to address the situation. I feel this is a "bate and switch" and agreed upon amount of 949.05 plus tax, if applicable. They would not help me so asked to speak to owner and told he does not talk to customers. Would like 199 plus tax refund.

  

  Business response

  08/23/2021

  This work was contracted, approved and paid by ****** ******. Throughout the 4 hour job (we have GPS) Louis had only minimal involvement with no part of the decision making process and Jason states ****** ****** was well aware of the options quoted, job details and work completed during this time frame, in which the customer decided to make changes and upgrades to during the process. There only became an issue after the work was completed, paid for and technician left. At that time Louis decided to call and make baseless allegations of bait and switch, threatening to call the BBB if we did not resolve the matter in her favor even though she did not take part in the decision making process. 

  Customer response

  08/23/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** ******

  
  

  **This is not true and  in fact all offering is done verbally.  Both Louise and Joseph were present and involved and  both agree on the final offer @ $999 package deal less discount.  In fact, Jason pushes the $999 because it includes all parts and fees (rather than $399 plus ala cart fees or  over $4600 for a new door).   Louise asks about AAA or senior discount and work continues.  The door was still hanging  when Jason arrives, but once Jason starts work, he drops the door, and realizes he needs help.  So, Jason stands around for over 30 minutes waiting for a second technician to arrive.  The problem is that not until Jason completes the work is the amount put in writing  and the extra $199 added.  So, we dispute the extra $199 amount before Jason leaves but he refuses to do anything.  Later, the 2nd technician returns to finish the job because Jason did not bring nails.  Joseph  again explains to the 2nd technician that he was not told about the extra 199 charge.  We never heard back from them. 
  

   

  
  
  
  
  

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