PATIO DOOR REPAIR INC

"All customers before I head to the job are told on the phone what my prices are. This customer was no exception This particular customer ([removed member name]) called me 3 or 4 weeks prior to the Job. She inquired about replacing the outer broken handles for the job. I asked her to send pics. of the handles so I would know what kind to have on hand. She didn’t and she never called back. However a guy named Mr Fritz called me and said that he was calling for [removed member name] [removed member name]. In my notes He told me that rollers and door handles were needed and I told him my prices also. He gave me the OK to set a schedule time to work on the doors(Tues.March 17th at 10 am. I was on time for the job. Upon arrival I parked in a guest spot across from the entrance of this multi story condo about a 100ft.from the entrance. Upon entering the unit I needed to clear furniture on the porch area to have room to lay the door down to replace the rollers on the door. Mr. Fritz helped me move the patio furniture. After removing the door,[removed member name] asked me why I was removing the door because she said, she wanted the door handles replaced only on the 2 doors. I told her Mr. Fritz told me on the phone that the rollers also needed replacement(in my notes). They needed replacement,because on a heavy insulated door that weighs appox.160 lbs.with bad rollers the weight of the door dragging adds extra stress on cast aluminum handles and causes them to break. That’s why her handles broke in the first place. So, I put the door back and didn’t replace the rollers(about 30 mins.of time to remove door and reinstall door). This contradicted what Mr. Fritz set up the appointment to begin with. So,then I proceeded to replace the handles. These are custom type exterior handles and bolt patterns vary. I had to match bolt patterns with handles in my work van. Before finding a matching handle I was told by a maintenance man that I parked my work van in the wrong spot and had to move it 1000ft to service truck parking area. This added time to the job. To shorten the story, both handles were replaced and it took approximately 15 mins. per door to replace ea. exterior handle. I also had to resize attachment bolts(non standard size) for proper tightness for attachment of the handles. Total time spent on the job was 1 hr. 15 min. When I gave her the bill [removed member name] had a fit because of my time charged. I then deducted $50 dollars off the bill. As I told her and Mr. Fritz on the phone previously before coming to the job my labor rate was $50 per half hour,$90 trip charge plus the price of the handles. The handles where $25 each. So basically I charged only a half hour for being there for 1.25 hrs. She seemed OK with the discount and the bill was paid. I could still sense some unhappiness when I left. A few days latter on Friday of the same week I received a voice mail on my phone that one of her handles cane loose. I came back to the job that afternoon and replaced the mounting screws on that handle and everything was ok with no charges. She then started complaining of my rates on repairs that I originally charge. I told her and her friend Fritz again that I gave her my rates previous on the phone before scheduling the job. I guess bad communication between her and her friend. I then left her condo with her saying that she was going to write to Angies List. Basically, there’s always one customer you can never please even when you try. My previous Angies List customer testimonials through out the years are proof of my quality service."