"Thank you for the opportunity to share our side. We take all service calls seriously and do our best to provide prompt, honest, and professional assistance to every customer. In this case, we responded to a service request and dispatched a technician to the customer’s home late in the evening. The repair was completed around 11:00 PM, and we even waived our standard $35 after-hours service fee, which is normally charged for appointments after 7 PM, as a courtesy to the customer. The issue involved the opener carriage becoming disconnected from the door. Our technician successfully restored the garage’s functionality by securely reattaching the carriage using skill and proper judgment. The job did not involve a broken spring, and no tape was used in the repair. A photo of the completed work is available for review and clearly shows a functional and secure repair. The following day, the customer called our office. We immediately had our technician return her call and let her know he wasn’t available that day but would work to schedule a follow-up. Unfortunately, all of her later calls came in as restricted/anonymous, and our business policy is not to answer blocked numbers for accountability and security purposes. As a result, we had no way to identify who was calling or that the customer still needed help. We did our part by responding promptly, completing the job late at night, waiving additional fees, and attempting to follow up. We stand by the work completed and do not believe a refund is warranted. We do, however, remain open to assisting the customer again if she contacts us through an identifiable phone number. We value every customer relationship and are committed to resolving concerns when we're given a fair chance to do so."