All Guard Storm Shutters

Service Provider Response

[Member Name Removed], I'm sorry to hear about your experience with our service department. You are right we are extremely busy and doing our best to accommodate all of our customers during this peak season for Hurricanes. We value all our customers and do strive for 100% customer satisfaction. Service work on Roll Down shutters such as yours require a very experienced service man and they can take years to train. We are hiring and training as fast as we can. We are a small business and it is difficult to adjust for such a large and sudden increase in demand for service. This year is an anomaly for our industry. There were no hurricanes for 9 years, then we had 2 consecutive years of hurricanes. We are a niche business/market. After nine years of no demand for employees with hurricane shutter expertise, there are virtually no experienced workers available to hire and as such we must hire and train them. Thank you for your feedback and we will work to address the lead time in our response to service calls during our busiest months of the year.

Service Provider Response

We apologize any misunderstanding there may have been in the process of negotiating the cost of your service call over the phone. We pride ourselves on our honesty and integrity. Our associate quoted you our rates for a service call. We charge $65 for us to come out to your home. That covers the first half hour. Then we charge $42.50, per man per hour, thereafter. Parts/materials are in addition to theses charges. We are very competitive in our pricing and this is standard practice in our industry. In addition it is standard practice in a service company that they strictly quote the rates that they charge for a service call, but do not quote the total cost of your service call. The reason is for this is because when a service man goes to an appointment it may be a simple repair/service or it may end up being more difficult that anticipated by the customer or the service company, at no fault of the service company. So as you stated you "pressured" our associate into giving you a quote. She accommodated your demand that we commit to a fixed price on your service call prior to coming to your home. This again is why service companies do not as a standard quote the total price of a job before it is complete. We apologize for the discrepancy between what you claim she quoted you and what the installer then requested at the satisfactory completion of you job. It was a honest mistake or misunderstanding.