ComplaintsforPrecision Garage Door Service Seattle

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 22, 23 and 29, 2023. I backed into my garage door on 8/22/23. The door was bent hitting the top of the door frame and would not close. Installer *************** came out to fix it. He was having a problem so I gave him the instruction manual. He got it to open and close. I was given a bill for $368.64. August 23, 2023 I came home and the garage door opened and the rubber chain from the opener was hanging down and the door wouldn't close. I called the office and got someone from ******* telling me that it would be a week before someone could come out. I hung up and called back and got another woman who would not tell me if she was here local or a answering service. Finally a woman from Precision called me and said someone would be out to fix the door. I told her I am not paying again, I had just sent the payment for $386.64 on 8/26/23. She told me that Precision stands by their work and I would not be charged again. Technician ***************** came out and cut the chain off. (the opener still works. I don't know why he did not re-attach the chain other than he said it was an old opener). He worked on the door and had it working manually. August 29, 2023 the door once again got stuck open. This time I called and asked for someone locally. Technician *************************** came out. He first told me he only worked on commercial doors. I told him if he did not want to work on it I would call ******** Door, the previous business that I used. He said no, I will fix it. I told him ***************** was the last person to work on it. He called **** to confirm and started working on it. When I returned to the garage to see how he was doing, Technician *************** was also there. They fixed the door to open and close manually. Now I have received a bill for $1,007.99 when I was told they stand by their work. Why am I being charged again when the door was not fixed right to begin with. Why wasn't the chain put back on or a new one put on? The opener still works.

  

  Business response

  09/18/2023

  Hi ****, 

  I apologize it took me so long to respond to this.  You should have already received a credit for the charge.  If you had called us directly and voiced your complaint you were charged and shouldn't have been, we would've taken care of it then.  However, I believe this issue has been resolved with the refund.  

  Customer response

  09/25/2023

  I never received a message from Precision Door regarding my complaint.  I did not realize their response would go to the BBB and not me.  I never received a credit.  

   

  I wanted my garage door repaired.  I did not want to buy a new panel for my garage door nor did I need a new garage door opener.  Being a woman, i felt I was being taken advantage of.  Precision wanted to sell me items I did not need.  They cut the chain when it should not have been cut and told me I needed a new opener.  i since called ******** Door, who came out and replaced the rubber chain that Precision Door cut and fixed my garage door without a new panel or new motor.

   

  I feel I should be reimbursed for the cost of the rubber chain that was not brokenm.

  

  Business response

  09/29/2023

  Hi ****,

  I believe you have been talking to *** about the miss-communication on your garage door system.  Our manager that was handling the job voided your invoice for our visit.  This, however, was not communicated to you and I apologize for the inconvenience.  You currently don't have any bills outstanding with us.  Please let me know if there is more or if I am missing anything.  I do hope in the future you will consider us again for ************.  

  Customer response

  09/29/2023

   
  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,
  
  ***********************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Terrible work and communication. They abruptly stopped email communications. 3 phone calls to their billing department leaving "URGENT" messages to call back had no response. Their commercial account manager disappeared after they started emailing ** 6 months ago. Stay away from this low quality company. They sent our account to collections without working with ** to resolve the issue. Poor conduct on their part. Below is part of our email explaining why we feel their $340 invoice charge was unfair. Begin email.""Hello Chele,We had already tried adjusting the door closer according to the manual and found the closer to be very old and needed replacement. The store owner present at the time asked the Tech to take the door closer parts from the newer door and put it into the door having issues. The Tech ignored the owner, smiled, and decided to try adjusting the door closer instead. We believe the Tech was not professional as his invoice comment stated that the," other door swings in the opposite direction." However, if the Tech has experience, he should have examined the other door and noticed that both doors are hung exactly the same way. Both doors function exactly the same way and use the same parts. Both doors can swing ******************** outward, making "swing direction" irrelevant. The Tech ignored the owner's request for specific work and decided to do whatever he wanted, which was not what was asked of him onsite. After the tech had adjusted the door, employees closing the store were unable to lock the store as the latch no longer hooked correctly. We had to dispatch a handyman at 9pm to come and fix the door so we could lock up. This is substantiated by a call to Precision for a technician to come back and look at the door. The invoice comment also stated an estimator will contact ** about quote pricing for door closer replacement, no one has contacted ** to this date. We have decided to use another company to fix the door issue. End email.

  

  Business response

  05/06/2023

  Sorry for the delay, it took a bit to get the information.  Not being onsite made it a bit more difficult to understand what was happening.  After reviewing the tech notes as well as your complaint, it sounds like one of our doors is older and worn.  In the techs notes, it says the door that isn't closing properly is sagging due to worn hinges.  Moving the hinges from the newer door to the older one is just going to move the issue to the newer door.   The tech did adjust the closer and top hinge to get the door to close completely.  The invoice has a 90-day on parts and one-year warranty on labor, that is honored on paid invoices.  
  
  I also have a note from Chele, the commercial manager, and she notes that you refused an estimate on fixing the door properly.  You wanted parts moved from the working door to the non-working door.  You mentioned in your email that you wanted a estimate on a door closer replacement.  Due to the refusal of payment, we don't continue to do work/estimates.    
  
  Our techs are trained to fix issues correctly the first time.  If the parts are not available at the time of the initial visit, they will adjust to get it working until it can be fixed properly.  We do not remove parts from other systems to make another work, if something were damaged or goes wrong, we would be responsible.  
  
  I am looking at contacts/attempts and you received an email on 11/14/22.  Your account was sent to our accounting department on 11/17/22.  There were attempts from January to mid-March.  On March 13, 2023 your account was switch to DNS (Does not pay bills).  I do not see anything indicating that you were sent to a collection agency, you were sent to our internal accounting department collections due to not paying.  It looks like the invoice was zeroed out and we wrote it off as a loss.

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact this company In regards to money paid but services have not been completed. services were paid in June of 2022 for garage doors and it is now January 22 2023 and no contact no return calls. over ****** dollars paid.

  

  Business response

  02/02/2023

  This was completely taken care of.  **** (Manager) and the team have the doors ordered.  There wasn't any amount paid and some confusion in communication.  The are in contact with the contractor ****** and everything is being expedited.  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered new garage doors for my 90 year old mothers house in early June and they still have not arrived. First they lost my initial order, then they order the wrong size garage doors. This has caused an enormous amount of anxiety for my mother and myself because the house is not secure with a broken garage door. My mother literally wakes up in the middle of the night worrying about it almost every night. Precision garage door has not been communicating with me except for a weekly computer generated message blaming the delay on Covid. They are difficult to reach in person, often place me on hold for up to a half hour, then cut me off. They dont respond to emails in a timely manner if at all, *** literally begged them to communicate with me through text email or phone calls and they wont. I would go to a different garage door service, but they have a $3,225 deposit from me.Please help.

  

  Business response

  01/18/2023

  Hi *******,

   

  I apologize for the slow response to this complaint.  BBB only lets us respond once, and I wanted to make sure I got all the information before responding.  First I want to start off by apologizing for this overall experience.  It is not acceptable and we do everything we can to keep these things from happening.  Unfortunately, in your case, what could go wrong has gone wrong.  Here is my direct phone number **************.  If I don't answer the phone, please leave your info and concern and I will get it resolved. 

  On your door order.  I am told one door we have and ready to go.  The second door was back ordered and should be here ****. to 1-30.  As soon as that door arrives, you will get a call from our CSMs to schedule the installation.  If you don't hear from them, please don't hesitate to call me.   I want to resolve this asap.  

  Customer response

  01/23/2023

   
  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,
  
  ***********************

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 24, 2021 we purchased new garage doors from Precision Overhead Garage Door Service. The purchase included specific hardware for the doors as well as specific windows and inserts to match the windows on our home. It is now August 11, 2022 and after numerous calls to the company they have not yet provided what we purchased. In addition their technician(s) have been to our house multiple times to complete the install with incorrect parts/missing parts. They also installed the trim around the garage doors incorrectly and have had to come out to fix this issue. Recently we were told that we would just have to accept what they have installed despite our order and money paid for the special inserts. I have attempted to contact and speak with a 'manager' or person that can correct this without any luck. In addition we have not received any reimbursement for the money spent / charged for the specific windows and inserts. Unfortunately we paid them in full prior to the job being completed.

  

  Business response

  08/12/2022

  Hi *******,

  I believe you have spoken to ********, one of our Managers, and we have you on the schedule for Monday afternoon.  ******* will be arriving at your home between 1-3 on Monday to address any issues you are having.  We should have everything we need to make your door perfect.  Also, if you could send me some pictures of your current door and windows that it should be matching?  ***********************.  I want to find out where we have dropped the ball and make sure this doesn't happen in the future. If you are not happy with the result, you can reach me directly at my email ***********************.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩