Response from Sound Door Services
I would like to thank this customer for her review but I would like to clarify a few things in response. The reason that we put the rollers on the wrong door was because the customer was not home when we arrived. We were greeted by the mother-in-law and when we tried calling the customer she did not answer. After I manually tested both doors I made an assumption that they would want the rollers replaced on the larger of the 2 doors considering that is the one they park in and the smaller of the 2 doors was packed with personal items. When she finally came home and made me aware of the mistake I offered to put the rollers on the other door which she declined. She then pointed out the problems she was having with the other door so I proceeded to fix that. The customer never mentioned that she wanted rollers on the other door and was willing to pay for them. What was discussed was a new garage door opener for which I gave her an estimate. The customer [member information removed] with a very busy schedule. We did communicate by phone to schedule another appointment but every time I made a suggestion, it didn’t work with her schedule. We ended the phone conversation by her telling me that she will have to call me in a few weeks when her schedule was not as tight. At that time she mentioned that I left a hammer at her house. I told her that I was going to be in that area in the next few days and would she just leave it on the side of the house for me to pick up. She said no problem and she would call me when she was figured out her schedule. I drove by her house to pick it up and she must have forgotten to leave it out as it was nowhere to be found. About a month later the customer called to schedule an appointment but called after hours so she left a message. I returned her call the next day where left a voice mail for her asking to call me at her convenience. Until I received this review, I did not hear from her again. We are a small business and we pride ourselves on customer service so we were dismayed to read about what we believe to be a miscommunication.