ELITE GARAGE DOOR SERVICE INC

"We were not on vacation. On Mon, Tue, & Wed we were working on end of year administrative work, inventory, etc.. The message you heard was a voicemail message. So, you most certainly could have left a message that would have been checked by the end of the day. Had you done so, we would have fixed your door within about 48 hours even though we were supposed to be closed. However, we knew nothing about the issue until we received an email informing us that you had someone else do the work and you wanted money. Nothing in our warranty says we pay 3rd parties to do repair work. There is no "Cost Coverage" in our warranty, nor the manufacturer's warranty, you’re making that up. Additionally, neither our warranty nor the manufacturer's warranty guarantees 24/7 emergency service nor a guarantee of no down-time. Our warranty is simple. For new installations, we will furnish (not pay for) labor to replace any part covered by the manufacturers' parts warranty. That often includes lifetime warranties. All warranties require return or inspection of claimed parts. Neither us nor the manufacturer were permitted to inspect the spring. Not even a photo. Parts warranties always require inspection of the old parts before issuing replacements. That is why the manufacturer didn't cover anything. Since you hired a third party, there was no labor for us to furnish. Even if the spring was broke, you also had the other spring replaced. So, you’re also trying to get us to give you money for parts that weren’t even broken. Warranties have terms that you do not get to re-write in your favor 6 years after the purchase. The fact that we have no other reviews anywhere claiming that we do not honor our warranty says a lot more than this review. The fact that after 15 years we had ZERO BBB complaints, says a lot more than the complaint you made after you chose to ignore the warranty terms and couldn't be bothered to leave a voicemail. We will not suffer bullies pressuring us to give them cash."

"We have made numerous attempts over the last year or so to contact you for scheduling, starting immediately after the purchase. You ignored us for 6 months after the purchase and then another 6 months after we responded to you then when you finally got back to us. Maybe your partner purchased this without your knowledge, maybe your contact information is wrong, either way, we did everything we could to schedule you. It's a bit ironic that you give us an F for responsiveness. We've sold a lot of Big Deals and you're the only one we couldn't take care of. We do not a have a 24/7 call center in India. we don't have a large office staff and 30 trucks on the road. I am currently the only technician, accountant, receptionist, manager, etc. Like most companies offering Big Deals, we offered the Big Deal when we had more people and less work. That is why there is a time limit to schedule. FYI, Big Deals are loss leaders. That means we lose money doing them. Angie's List takes 40% of the Big Deal. We only get about $60.00 before expenses. After investing at least a combined hour of calls and emails trying to reach you, with our residential labor rate at $90.00 per hour, we've wasted so much time trying to schedule you, that we've lost about $30 before even being able to get you on the schedule. Now I'm spending more time on you writing a response to a review that is mostly false and quite unfair. I have given up on you and honestly, this is starting to feel like a practical joke is being played on me. We've had a couple of less than stellar reviews for being late or missing an appointment, and if anyone looks at those responses, which are sincerely apologetic, you will see that we own up tour mistakes, and will do whatever we can to make things right. We went above and beyond for you and I offer no apology. Finally, we will never do another Big Deal again."