Comments:
Online
submission
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I appreciated the 24 hour phone service. My son's landscape equipment was "trapped" in the garage due to the door's broken spring.
I called initially attempting to get an earlier morning appt. I was given the choice 12 noon to 4pm even after I explained the circumstance. I declined to set up the appt. I had second thoughts and called back getting another operator who gave me a 9am to 1pm time slot that was agreeable. Why the two time slots when the same address was given each time? The spring broke two years ago on my 4 year old door, both were replaced for $155. The same service was performed by your company, but for $250. Why the large difference? Otherwise, your company was professional and I hope to get more than 4 years of service from the new springs as the operator said that I could expect.
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Jim Hnatio
A Response from Paula:
Jim - Thank you for responding with your concerns. I will definitely be investigating why you were given two different time frames by two different Customer Service Reps. Our springs are high cycle springs. They are rated for 30,000 cycles. Standard springs are rated for approx. 10,000 cycles. One complete "open and close" constitutes a cycle. We use only green powder coated torsion springs. This means that the springs are maintenance free for the life of the spring. I will discuss your repair as well as warranty given with the technician (Lou) today and I will give you a call. I want to make sure that you are completely satisfied with both the repair and the answers to your questions.
Sincerely,
Paula O'Brien
Office Manager