Sliding Door Roller Replacement Inc

"Dear member, I would like to address this complaint that you have expressed. Our phone system enables us to keep track all of the incoming calls and/or missed calls. I have reviewed our records for the past month and I do not show that we have received any phone calls from you. We are very committed to calling back every person that reaches out to us. There wouldn't be any reason, not to call a potential customer back. I have also reviewed my incoming e-mails, including received/deleted/spam/bulk folders and there are no e-mail requests from you asking us for services. Additionally, our website developer even went into the system from his end and confirmed that there were no e-mails from you. I also took a further step by contacting Angie's List today. I was informed by the Angie's List representative that there have not been any requests from you to our company on their systems. We feel very strongly about getting back to our potential customers, because it's very important to us that our response time is quick and we always try to respond in a timely manner."

"Thank you for your review. First let me start by saying that the appointment was scheduled for between 1-4pm. I did speak to the customer and gave him an update on the status within the time limit. I let him know that we were running behind and that we would be running late. I asked if he was ok with that and he said no problem. There are times when we do run late for jobs, but that is out of our hands. We give 100% attention to every job we are on and since we are working with glass, we strive to be very careful and not rush through any jobs, which causes us to be late to other jobs. But we do our part by letting the customer know about this within their appointment time range, which I did. The second issue about the "other person" staying in the truck, the reason we do that is that the other person is a junior technician and only comes into the job, once the senior technician analyzes the doors and makes sure that we can do that job. Then at that point, if we agree to do the job, the junior technician would come into the house. For safety reasons, our company policy is to originally send one, senior technician. The second guy will come in after the senior technician feels that this is a job we are going to take on. Third issue, We are very sorry that we were unable to fix your sliding door. We are professional and specialists in this field and would not turn a job down, unless we thought it was something that we could not fix. There are times when we feel that the door is too risky to fix, so if that happens, which it rarely does then we do not take on the jo. This is only for the safety of our employees and YOU, our customer. THE SAFETY OF THE CUSTOMERS AND OUR STAFF, IS OUR UTMOST PRIORITY. I'm glad that you are recognizing how important customer satisfaction is to us, because we did provide you a free can of lubricant. We did try our best and I am very happy that you found another company that was able to fix your doors. This does make me feel happy that you did not need to buy new doors, because that is what we strive for everyday. I would like to also add that I do not know the other companies safety policies or procedures, but this is how we run our business and as seen from our other customer reviews here on angie's list, customer service and safety is our main goal."