Complaints

• Initial Complaint

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Action Overhead Door and stated that my garage door had a gap at the bottom and wanted to know what could be done to close the gap. I spoke to a female in the office, and she stated she could send someone out on June 9, 2023, to look at the garage door. At no time during the conversation did she state it would be a $50 estimate fee. I called on Monday June 12, 2023, regarding the fee to install the garage floor barrier. The female I spoke to stated they were unloading a truck and she did not have rate to install the barrier. During this conversation a $50 estimate was never mentioned. On June 14, 2023, I received a call from Action Overhead Door and the female that called me stated, " It would cost $192.00 to install the garage door barrier and she was sending someone out on June 15, 2023, to install the barrier." I stated I could not get the barrier installed this week after I stated that the female from Action Overhead Door stated, " I need to collect the $50 estimate fee." I stated what $50 estimate fee that was never stated to me when we talked. She stated, "I don't send people out for free." There is no mention of an estimate fee on their website, and I was never told about the estimate fee until I stated I was not able to install the barrier. I worked with this company in the past and never had to pay a $50 estimate fee. The estimate fee should be disclosed during the conversation not after the fact. I believe disclosing the estimate fee after the fact is a deceptive practice by this company. I sent a check to Action Overhead Door for this fee through my online banking account on June 15, 2023. I do not believe I should have to pay this fee as it was not disclosed to me during any conversations, I had with staff at Action Overhead Door. Action Overhead Door did not provide me with any documentation indicating a $50 estimate fee would be charged.

  

  Business response

  07/20/2023

  On June 7, 2023, we received a call from *************, a valued returning customer, who reported an issue with a gap at the bottom of her door and requested our assistance. Subsequently, an appointment was scheduled for a technician to visit her residence on June 9, 2023. Our technician went out and recommended a threshold kit to be installed. The customer stated she needed the work done so the technician did not collect a service fee or trip charge due to the customer stating she wanted the work done. The technician stated he would get her put into the schedule for installation. However, it came to our attention that the necessary threshold to seal the gap was not readily available on the service truck. Consequently, we made the decision to reschedule ************* for the installation of the threshold, and the revised appointment date was set for June 15, 2023. To ensure proper communication, we personally reached out to ************* to relay the updated information and confirm her availability.
  
  During our conversation, ************* inquired about the cost of the repair and expressed her current inability to proceed with the service due to financial constraints. We duly informed her that a trip fee of $50 would be applicable for the technician's initial visit on June 9, 2023, since she did not want to proceed with the work. It is noteworthy that during her initial call on June 7th, ************* did not explicitly indicate her preference for an estimate rather than an immediate repair. 
  
  Our company policy strictly prohibits on-site estimates for repairs and instead encourages customers to contact us for a complimentary estimate, as explicitly stated on our website. In instances where customers request an estimate for a repair, we transparently inform them of the cost, which amounts to $97.50, in addition to any charges for parts and relevant taxes.
  
  Throughout our conversation, ************* did not convey her intention to obtain an estimate. Recalling her previous engagement with our services on October 19, 2022, when she contacted us due to her door stopping halfway, our technicians promptly attended to her needs the following day, October 20th. The issue was resolved through the adjustment of springs, lubrication of the door,and a minor modification to the open force. ************* settled the service fee on-site and was fully aware of the accompanying charge for the technician's visit.
  
  To provide clarity, it is essential to emphasize that the fee incurred by ************* on June 15th was not an estimate fee, but rather a trip fee. This fee encompasses the labor and fuel expenses associated with the technician's visit. Notably, had the repair been completed during the visit, the fee would have been waived as per our policy. It is crucial to reiterate that ************* did not mention her intention to request an estimate during her initial call, and as a result, our standard procedure for repair engagements was followed.

  Customer response

  07/20/2023

   
  Complaint: 20190093
  
  I am rejecting this response because: I never stated I could not pay for the service. I stated I could not have the repair completed that week. This was not due to monetary issues.  She never asked if I wanted to reschedule for another day. She immediately stated that I needed to pay the $50 estimate fee. When she called me she stated she was sending someone out the next day. I was not available the next day or the remainder of that week. It appears she assumed because I am African American I could not afford to pay for the repair or didn't want to pay for the repair because she never asked if I wanted to reschedule the service for a different day.    
  
  Sincerely,
  
  *****************

  

  Business response

  08/01/2023

  During the rescheduling process, when the customer was contacted regarding the repairs, she inquired about the cost of the services. After being provided with the price for the repairs, she responded by stating, "I can't do that." It is essential to clarify that her response was given after being informed of the repair price and not in direct response to being told about the scheduled service for the following day. All interactions with our customers occur either via telephone or email, and in this particular instance, the communication took place over the phone. As an office, we do not have visibility into the physical appearance or ethnicity of our customers, given that our interactions are primarily remote. Thus, I had no prior knowledge of her being African American as I have never seen her before. I must reiterate that our company embraces diversity and employs individuals from various ethnic backgrounds, further highlighting that we have no basis to make assumptions based on ethnicity.
  

   

  The fee charged to ************ was not an estimate fee, as we do not implement any estimate charges in our services. Instead, it was a diagnosis fee covering the cost of our technician's visit to her home to assess the issue professionally. It is crucial to note that had she proceeded with the repair, she would have been billed solely for the service fee, along with the cost of parts and applicable taxes.

   

  In conclusion, we deeply regret any misunderstanding that *** have occurred during our communication with ************. Our commitment to providing transparent and respectful service to all customers remains unwavering, and we sincerely apologize if she felt otherwise. We value her business and appreciate the opportunity to address her concerns. 

   

   

  *******************************

   

  Action Overhead Door

  "When it's time to take ACTION, call ACTION"

  Customer response

  08/01/2023

   
  Complaint: 20190093
  
  I am rejecting this response because: She clearly stated it was a $50 estimate fee. She stated, "we don't see people out for free." When I asked about the $50 estimate fee. Unfortunately, this matter will never be resolved to my satisfactory. I am rejecting this response because I do not agree with it and I am done trying to get this matter resolved.  
  
  Sincerely,
  
  *****************

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