shark58
san jose,#2UPDATE Employee
Tue, January 03, 2012
We visited this homeowner 4 times since November 11th.
On the first appointment she cancelled when the truck was enroute. At least she called. Apparently she said she got the door fixed.
She then rescheduled and asked for another appointment for the 15th as the door was still not working properly. Our technician performed a 25 point safety inspection of the doors. He recommended repairs that she declined, but she did opt for some "patchwork" ($100) to get he door operating. Since the motor and door was older, she was offered no warranty.
She called again Decemeber 29th and the door was malfunctioning. She stated it was a loose "spring".
The new technician told her what needed to be done and she refused. The door opener was also in disrepair, "smoking" while it tried to open the door. Again she opted to not to repair, but to just "get the door" working. She was then charged $175 to rehang the door and put the cables onto the drums.
She would not accept any explanation about "why her door was malfunctioning" and that it needed additional repairs to make it work properly.
She called again on Dec 30th. The operator was failing-actually smoking while it was trying to open the door. The technician said it needed to be replaced but again she refused to accept that the motor was "unrepairable". She called to complain- stating"we just want to sell her a new door". I told her sometimes things cannot be repaired and needs to be replaced; that since I was not there I trusted my technicians recommendations. I also told her doors needed to be ordered and she could shop around.
At that point, however, she was verbally threatening and abusing myself and the technician, and I just wanted to get the technician out of there. The technician insisted he was NEVER anything less than professional with this consumer and I believe him.
Many customers become emotional for a variety of reasons and we work through it to make them a satisfied customer. When a customer verbally abuses, insults, and threatens workers that are trying to do their job, it is difficult to work through that behavior - especially since the worker knows HE CANNOT solve the problem.