Response from Sound Door Services
This customer purchased an Angie’s $99 deal (roller replacement package), we scheduled the appointment, I called her in advance to let her know I was on my way, and I showed up on time. When I showed up I noticed she had a swing-out (tilt-out) door that would not be applicable to the deal she purchased because tilt-out doors do not have rollers. I explained to her that she had an old style swing out door that did not have any rollers in addition she had a broken spring on her swing-out door. I explained to the customer that we cannot replace parts on swing-out doors because the door was very old and that they do not make parts for it any more. I also explained to the customer that she can get a refund from Angie’s List for the full $99. She mentioned that she was selling the house and didn’t have time to get a refund and just needed the door fixed. I then told her that we could only replace the door and would be happy to give her an estimate. I told her that we would deduct the $99 she already paid and apply the 5% discount we give to Angie’s List members so it would be as cost effective as possible. The customer said she would have to think about it but again asked me to try and find the spring. A few days later I followed up with the customer to ask if she had any questions, which she did not at that time. A month later I heard back from the customer where she asked if I would come back to take a 2nd look at the door to see if there was anything I could do. I reminded her that we cannot replace those springs and she could still get a refund from Angie’s List. A month after that (about a week ago), the customer called back again and once again asked if we had found the spring for her door. Once again I explained that we could not fix the door but she could still get a full refund. She mentioned she didn’t have time to get a refund and wanted me to call Angie’s List for her so they can send her the money back. I told her I would be happy to get her the number but in order for her to get the refund she would have to initiate the call. This customer called us 4 times and each time she called I either picked up the phone or called her back. I truly am sorry we couldn’t help her fix her door but we are limited to repairs for which we can obtain parts.