Hi Peggy. I was very sorry to learn that you were disappointed with the price of the repair Jim did on you garage door operator. I was also very disappointed to learn about it through an online review without first receiving an email or call from you. Jim was also surprised to hear of your concerns as he got the impression that you were happy with the service and no indication was given that there was a problem with the price. I have attempted to call you and have left messages a couple of times but have so far not heard back from you, so I will have to respond without the benefit of hearing your side of the experience. Our reputation for integrity and customer satisfaction are of paramount importance to us.
It seems like you believe that you could have a new garage door opener installed for $155. Although I am aware that occasionally some retailers offer lower quality openers on special, that price would not include installation. When you called Jim he said that you indicated that you needed the sprocket gear on your opener replaced. As this is a very common repair that we would expect to extend the life of your opener by 8-20 years, he did not make any attempt to up-sell to a new opener. If he did not believe that there was value in the repair he would have definitely discussed this with you. In my experience when customers do compare the cost of a new opener to this repair, well over half choose to have us make the repair.
Although the nature of a repair service company does not allow us to be able to estimate many repairs over the phone we believe in being totally transparent about our pricing. The $155 included a complete sprocket gear assembly and close to 1 hour labour including tune up of door. After reading your review, although I felt my price was fair, I decided that I should check the competition to ensure that my price was also competitive. We called 5 professional garage door companies. One company quoted a price $5 less than ours, another more than $100 more, 2 companies did not return our call and the last would not give a price for this basic repair without charging a service call to come out. We are more than willing to discuss how we charge for service.
I would very much like to discuss this with you personally, however, I feel it is important to respond to this review quickly. Although the review seems to imply that there was something unethical about the way we conducted business with you, I do not believe that the facts support this idea. As members of the International Door Association, we strictly adhere to the IDA’s Code of Business Conduct (http://uprightdoorservice.com/site/wp-content/uploads/2013/11/Code-of-Conduct-Download.pdf).
I welcome your call.
Upright Door Service Inc.