ABC Garage Door Repair

"Hello Member, I am sorry that your experience was not as you expected, but I will address each of your points. As you stated yes I did tell you that the bottom rollers would be additional and explained the reasons why, you seemed to be pretty understanding of the reasons. I did say that you would get a discount should you opt to have them replaced (some people want them and some don't we just tell you the price and let you make your own decision)....our standard labor only rate is $125 per hour, but rather than charge that plus the cost of the additional bottom rollers the technician just stated to you that it would be $100 (way less than what we would charge a non Angieslist member, they would have been charged the full $125 for the extra labor plus $10 each for the additional rollers) what that means is that you got a 31.04% discount, in comparison to the normal 10% off that we offer Angie's List members that is a pretty good increase in discount. When a job is given to a technician it is our standard policy that they are to call you when they are 30 minutes away just to let you know, for him not doing so that I profusely apologize and I assure you that I will address with him. As for other companies and their policies, we are all different companies with different policies. Sometimes we offer things they don't offer with our specials that we run throughout the year, and sometimes they offer things we don't offer with their specials......just an example: if you were to buy lets say a $2000 Garage system from us, we give you 10% ($200) off just for being an Angieslist member (along with any other specials that we could be running at that time), whereas with them you would pay the full price. Additionally I do think that comparing us to a Home Improvement Company is a little unfair. My technicians ONLY do garage doors. That is their specialty, in addition to being factory trained and certified. My techs don't put their efforts into windows, siding, carpentry, none of that; their training specialty is in Garage Doors. I hope this further clears a few things up for you that you were questioning. As you can see we are very highly rated on Angie's List and we have been for years. We do not maintain a stellar rating by treating our customers unfairly and over charging them. We pride ourselves on our Angieslist reputation and I guarantee that if you would have brought the "JW" price difference to my technician he would have happily matched it. One thing that you did fail to mention in the comparison is that you would have had to purchase the $159 deal from "JW" in order to get the bottom rollers replaced. Once again I do offer my most sincere apologies to you for having a less than great customer experience and I promise that we will continue to improve."

"Hello my name is Jesse and I am the office manager here at ABC. In your review you stated that we charged you over $400 for new remotes. Looking at your invoice I see that you in fact purchased an entire new opener system to include: motor, rail, wiring, photo eyes, wall button, and remote for $525 (for parts and labor). Then you stated that you needed an extra remote so we sold you a additional one at $55. Retail for the remote that you received is $45 (in Sears or Home Depot) so we charged $10 (our fee) for providing you with the remote and programming it for you (which takes the trip time, guess work, and climbing up and down a ladder for you). Additionally you did receive $50 off of the opener price (which is normally $575) just for being an Angies List member. We do thank you for taking the time to review our company. However we are a small, local company that prides itself on our customer service (which you will see reflected in hundreds of previous reviews) so when a member (who is trusted that they will give honest feedback) in fact states untruths about our company it can and will hurt us tremendously. I have attempted to contact you on a few occasions so we can go over everything and you refuse to take the time for me which would be just a couple minutes but you are willing to destroy our reputation in the time it takes to review us on Angies List......that is just not right. Further all pricing was gone over with you BEFORE any work was done and you signed saying that it was fair and okay to do the work, if you thought otherwise we would have just left....it is okay for clients to say 'no", we cannot force you to buy an opener, we can only state facts and give you pricing. I only hope that you go over your paperwork and alter your review to reflect the truth. In the meantime you are still under warranty so if you have any issues please call us and we will be more than happy to help you."

"Good morning P-xxx-her Family, This is Jesse the office manager at ABC. To start we are terribly sorry again. It is on extreme rare occasion that instances such as these occur. Yes you should have received a call on Friday with your confirmed appointment time and any changes that may have occurred between the time you set up your appointment and the actual appointment date. I was out of the office due to a surgical procedure that I was having done. For that oversight I apologize and assure you that I have taken measures to ensure that it does not happen again to you or anybody else. Additionally when we spoke yesterday (and you were informed that the tech was 20 minutes away) the only solution that you had to the problem was that we were to come out and perform the service for free. Unfortunately we cannot afford to perform services for free, we are a small local company. Before we got off the phone you stated that you were going to pursuit a refund weather we did the service or not. Which this is the first time that has ever happened to us out of hundreds of the purchases of this deal via Amazon Local. Obviously as you will see from hundreds of reviews of our small company we offer exemplary customer service to everyone at all times. With that said we do NOT make ANY money from Amazon Local on these "deals" and your purchase went through them. So if you would like a refund then please contact Amazon Local and they will issue one for you. Once again I profusely apologize that your experience was not up to not only our standards but yours as a paying customer and that makes a huge impact on our company. However, we cannot just perform services for free, ultimately since we do not make any money on these as it is, we would be paying for the gas, a technicians time, and the parts necessary to complete the service, which translates into us paying you to work on your door. That is what destroys companies and the impact that this instance has made on our company is already huge. In conclusion, when Amazon contacts me before any refund is issued to see what happened I will immediately approve the refund. Again I offer our most sincere apologies."

"Hello "H" Family it is Jesse again. Overall I am very happy that your collective experience was good. Yes we do put a great value on technicians because ultimately they are the people who get sent to your home and perform the repairs. Yes, you have an exceptionally nice door, made with the highest quality and production standards around. So unfortunately the panels to fix your door are more expensive than others. Clopay yes is a decent well known company, however their products can be attained on a general consumer market. Whereas the Garaga Door that you have you cannot be attained anywhere but through an authorized dealer. I do apologize for the expense; overall though you do have a much better manufactured door than Clopay currently produces. Additionally I will pass on your kind words to both Sean (the first technician) as well as Gidon (the installing technician) it is always nice to hear positive comments from our clients. Thank you so much for taking the time to give such a detailed and honest review of our small company. We hope to work with you again in the future and have a wonderful week!"

"Thank you so much for your kind, truthful words. I'm sure as you know reviews ion Angieslist (especially positive) have the ability to drive a small, local business further into the future. Thank you again for taking the time to submit a review."

"Thank you so very much for taking the time out of your schedule to stop and submit an honest review on behalf of ABC Garage Repair. We are a small, local company that relies on members such as your self to submit reviews (however positive or negative they may be) on our behalf. This not only allows others to see your experience but gives us a true opportunity to see where we need to improve. Thank you again from the bottom of our heats!"

"Thank you so much for taking the time to review ABC Garage Repair. We understand that everyone (especially around here) has extremely busy schedules so sometimes it can be a hassle to stop and take the time to review our little company. No review too small! Thank you so much and I am glad that we were able to help you. Thank you again."

"Absolutely wonderful!!!! I am so very thrilled that able to make you happy and take care of your needs in a timely manor. Your quick review is a true testament of what we strive for everyday in our small company. Thank you so very much for posting and we look forward to working with you again in the future."

"Thank you so very much for your review. We this is a very competitive business in a very competitive, busy part of the nation. So every time that someone actually takes the time to review our company it truly is a testament of our clients experiences and our customer service. Thank you very much for providing other potential clients of ABC Garage Repair an opportunity to view your experience. Your kind words will go along way, thanks again!"