R & S ERECTION OF STOCKTON INC

'The way my call was handled made me initially lose confidence in this company because I saw Allen as a reflection of the company ethics and attitude about customer service. We he arrived, he backed into my driveway and parked-he assumed it was alright with me and did not bother to ask me if I minded. In my career as a plumber I saved time getting items from my van by doing the same but I never presumed that it was okay and always showed respect for the customer by getting their permission. He asked me about the problem the proceeded to climb his ladder without discussing price, getting my authorization or signature, or saying anything about what he was doing. After about 15 minutes he had adjusted the spring tension, checked the roller operation, and concluded what was wrong at which point he briefly explained his diagnosis. He went to his van, got a part, and proceeded to install it at which point I asked him about cost. His verbal explanation was acceptable to me but while he was working, he received call from a relative because he made reference to "dad". This call bothered me and seemed unprofessional because phone conversations are a distraction, and while most people believe they CAN multitask, I believe we can only concentrate on one thing at a time and while Allen was concentrating on the phone conversation he was on auto pilot with the work he was doing. And while I believe that this tech could assemble a garage door opener with his eyes closed, trouble shooting requires analytical thinking which cant happen on auto pilot. After the rack was installed and tested Allen reported that it was not working. He suspected that the new part might be defective, or that the rail was worn and needed to be replaced. He said he needed to compare the damaged rack against the new parts to see if there was a similar part. Allen did not compare the replacement part from the van with the new part as he did with me on his final visit or he would have noticed that the parts were slightly different. Before leaving, he admitted to being booked for the week but said that either he or someone else would be out the following week. Monday afternoon arrived and no call. I called and the office lady said that Allen was off but that someone would call me on Tuesday. Tuesday afternoon I called the manufacturer, explained that a local dealer had diagnosed the problem but was unable to correct the problem. The Manufacturer ( Chamberlin) mailed a new rack to my home, no charge, and it arrived on Friday. I called R & S Erection for a status and a lady got my name, passed me to someone named Tim who knew nothing about my work order and he put me on hold. Then a guy named Paul took my call next and seemed to want me to explain the whole story again. Paul tried telling me the story based on notes on the work order that they thought the part might be obsolete, that they were going to call around to see if a vendor had some old inventory and locate a part. At this point I told Paul that I had been in touch with the Chambelin, and that they had sent me the part- Paul sounded surprised. Then he said he would call me back. Within 20 miutes, Allen was at my door. I let him into the garage, handed him my remote and the new rack- from start to finish it took 20 mins for Allen to arrive, install the new part, complete his invoice and collect payment. I was so glad I failed to notice that the tech had charged be for the time he spent installing the wrong part the first time. If the repair had gone right I would not have complained but I did and the shop agreed to only charge me the minimum charge of $85.00 and I felt this was fair. I may call R & S Erection in the future because they did a great job of installing my new garage door and opener but I will specifically request that someone other than Allen come out..