ZoeMarie
Jun 11, 2009, 09:38 AM
Our garage door buckled last week and would not go down. The opener worked. We pulled the door off the track and could still operate the opener. The door itself had a metal "track" (that's what I called it) that was bent on the back side.
So I call our home warranty company Monday to ask them about finding out if this part was covered because there were several parts listed, (not the door itself) but all the hinges and springs and whatnot. So they were going to send someone out to find out if this part was covered. I asked the girl on the phone when we would pay our deductible and she said when a contractor comes out to fix the door. So given that information, I thought that they would send someone out to see if the part is covered and from there we would either have it fixed or find out it wasn't covered and fix it ourselves.
So Tuesday a guy from an electric company (yes I thought that was strange too) comes out trying to figure out what the problem was with the opener. I explained to him, just like I explained to the girl on the phone that it's not a problem with the opener and I showed him the piece that I was referring to that was bent, not part of the "track assembly" which is what they claim I said. I wouldn't have even known to call it that, which is how I know I didn't say that. I asked the girl on the phone if she could let me her the conversation. She said no, but that she could send it to me electronically, which she didn't. Anyway, the part that was bent was not under warranty. I told the guy that's all I wanted to know. He continued to mess with the garage door opener until it overheated. I explained that when I called the warranty company they told me they would send someone out to find out if it was covered or not and I asked him what the verdict is. He said he didn't know anything about the door or anything, that electrical is his trade so he wasn't sure what the problem was.
When he finally gets ready to leave he mentions that we're going to have to pay him. For what? At this point I am pissed, not just at him, but at the warranty company for sending someone out who doesn't know what he's doing but is "licensed" to fix garage doors. So now I am expected to pay this guy for coming out and jacking around for 2 hours when I explained to him over and over again that I only wanted to deal with this if it was under warranty. The girl on the phone said I didn't pay anyone until someone was contracted out to FIX the problem, not when they send someone out to determine if the problem was covered in the warranty.
Is this how everyone does business now? What the hell happened to customer service? Now I have to pay a guy that only wasted my time $100. Nothing is fixed and at this point we don't even know what to fix. Why would he even tell the warranty company that he could fix these things if he didn't know how?
So I call our home warranty company Monday to ask them about finding out if this part was covered because there were several parts listed, (not the door itself) but all the hinges and springs and whatnot. So they were going to send someone out to find out if this part was covered. I asked the girl on the phone when we would pay our deductible and she said when a contractor comes out to fix the door. So given that information, I thought that they would send someone out to see if the part is covered and from there we would either have it fixed or find out it wasn't covered and fix it ourselves.
So Tuesday a guy from an electric company (yes I thought that was strange too) comes out trying to figure out what the problem was with the opener. I explained to him, just like I explained to the girl on the phone that it's not a problem with the opener and I showed him the piece that I was referring to that was bent, not part of the "track assembly" which is what they claim I said. I wouldn't have even known to call it that, which is how I know I didn't say that. I asked the girl on the phone if she could let me her the conversation. She said no, but that she could send it to me electronically, which she didn't. Anyway, the part that was bent was not under warranty. I told the guy that's all I wanted to know. He continued to mess with the garage door opener until it overheated. I explained that when I called the warranty company they told me they would send someone out to find out if it was covered or not and I asked him what the verdict is. He said he didn't know anything about the door or anything, that electrical is his trade so he wasn't sure what the problem was.
When he finally gets ready to leave he mentions that we're going to have to pay him. For what? At this point I am pissed, not just at him, but at the warranty company for sending someone out who doesn't know what he's doing but is "licensed" to fix garage doors. So now I am expected to pay this guy for coming out and jacking around for 2 hours when I explained to him over and over again that I only wanted to deal with this if it was under warranty. The girl on the phone said I didn't pay anyone until someone was contracted out to FIX the problem, not when they send someone out to determine if the problem was covered in the warranty.
Is this how everyone does business now? What the hell happened to customer service? Now I have to pay a guy that only wasted my time $100. Nothing is fixed and at this point we don't even know what to fix. Why would he even tell the warranty company that he could fix these things if he didn't know how?