Complaints

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Raynor Garage Doors was called by me to do a service a LA400 gate operator. According to Raynors invoice to me the time spent repairing the gate was 1.75 hours I knew that 1.75 hours time was incorrect as I spoke to the service technician while he was doing the work and I knew that it wasn't 1.75 hours. I called Raynors and complained about the 1.75 hours and was told that they charged me .75 hour travel time to come to my residence. I advised them that I was not informed that I would be charged travel time and gave an example of what if he was traveling from Georgetown or Danville Ky that I would be expected to pay for that travel time and I was told yes. Had I been told that I was responsible for travel time I could have accepted or refused service. I was given no option. I was also charged 100.00 for 8 ft of Link Wire ( link wire is 40.00 for 100 feet ) @ Lowes or any other supplier . I was not told that as well. This link wire that was replaced was not buried. I was lying across the the driveway in a shallow 2 in ditch not buried. I was told that it would be around 400.00 to put the 8 ft of wire in a conduit and I refused the service. Raynor did not advise me nor give me a choice as to what the service cost would be other than the conduit cost. I would have refused the travel time charge and would have refused the 100.00 charge for 8 ft of wire. I was over charged for the less than 1 hour time and grossly over charged for 8 ft of wire and charged travel time that I was not informed of

  

  Business response

  07/25/2023

  Raynor will gladly drop the travel charge for *** *******. Concerning the link wire that was provided, it is a proprietary product available from Liftmaster, the manufacturer of his gate operator. I have included our cost for that product. A 40' piece w/ a junction box and fasteners costs $179.67. We used 20' on *** *******'s driveway which has double gates. His driveway is not 8' wide, as he indicated. He was charged $100 plus tax for the wire. We might have made $15.00 on that transaction. Concerning how the wire was ran across his driveway, that was done by a different company, and I agree, it was not done well. Raynor installs underground wire in conduit, and that's what we offered *** ******* for $400.00. That would require cutting his driveway with a masonry saw, trenching and burying conduit and pulling the link wire through, purchasing asphalt patch and tamping that in. That work is well worth $400.00. I apologize if anything Raynor did was misunderstood, and welcome *** *******'s call to discuss further.

  **** *****, President Raynor Garage Doors and Gates of Lexington (**** ********

  Customer response

  07/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  
  

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