Complaint Review: America's Choice Inc - El Cajon California

On 04/20/10, I was in need of garage door spring repair. I entered my contact information on this site: http://www.denveroverheaddoors.com/ around 1 PM.

Within a couple of hours I was called by Lance from the company. I gave some basic door information to Lance and described the problem with the broken spring. He suggested that they repair both springs and that they could come out today. I said tomorrow would be fine, and asked him for a general quote. He said that the tech that comes out would give the quote, there was a $35 service call fee, which would be taken off of the price should we choose his company to do the repairs, and that there was an internet coupon on the website that I should print out and give to the tech (he was not sure of the exact coupon discounts as they had recently changed). I told him I would print the coupon and he said the tech would be out the next day between 4 and 6 PM. The coupon was for a $29.95 service call OR $35 off of any door opener or spring replacement; I printed the coupon that evening.

The tech came out the next day and verbally quoted $300 for two springs to be repaired. We gave the OK, and were presented with a $317.20 bill at the end of the work (tax was added). When told about the coupon, the tech responded that he does not accept coupons nor does he deduct the service call from the bill. Rather than argue, we sent him on his way with payment, figuring we could call the home office to point out that what I was told over the phone regarding an internet special had not materialized.

The next morning I called the number that dialed me two days before, 619-325-1943, and asked to speak to Lance. When I explained to Lance the situation and the tech not accepting the coupon, he said "Let me get you to my manager." I was on hold and then Chris Lay picked up. I re-explained the situation to Chris. I told him that I was dissatisfied with the price (this job was about 20 minutes of labor and my friend had the same work done for under $200) and that the coupon was not honored. He explained that "no one does that work for $200, carries inventory on the truck, etc.) and that he could re-issue an invoice showing the discount, but the same net price. He also said his calls are "transcribed" and that I had given a coupon code to Lance, who in turn gave it to the tech, thus the price I paid was already discounted. I asked why the tech said he does not accept coupons and no discount was showing on the invoice, at which point he again offered to re-make the invoice showing a discount. I explained that I never gave a code to Lance (how could I if I had not even printed the coupon at that time), and that I just wanted the coupon honored. He said that he could not do that. I said that I did not understand how he could not comprehend that what was said on the phone versus what happened at the time payment was made were two different things, and he went on to explain how his system works and that the tech got the code from Lance, and that the tech was supposed to ask for the coupon to verify the code. I explained again that the tech refused the coupon, I did not give a code to Lance, and that if he could not resolve my issue, who was his boss? He said that it was his business, with two silent partners. I said we could work it out in small claims court to which he retorted that all conversations are "transcribed" and that having a signed invoice would prove his point. I said that I could have not been the only one with this issue of an internet discount, and he laughed and said his company has had no complaints. After again stating that I would like the coupon honored, he stated that he has "many customers to attend to" and cannot stay on the phone. The call ended cordially.

My complaint regards false advertising and selling practices. A discount was offered over the phone, which was part of the decision-making process to have the company out. The promised deductions of a service call fee discount ($35) and a spring replacement discount ($35) did not happen and were rebuked by the tech once the service was complete, and again by the home office. This appears to be deceptive and possibly fraudulent advertising practices.