Bad customer Service, Over charging, no communication with client, Useless

Hi Dina, 

The exuberance of your verbosity is astounding in this regard, you appear to be upset because we have replied to your email to  inform you of our decision that we do not want to do work for an abusive client and would rather walk away. 

Speaking to your above review allow me to address your concerns systematically:

1.) "I phoned Security express to look at my garage motor that is giving problems. First off all they charge me a call out fee just to go and have a look (motor under warrantee)"

This is correct, on the 13th of December 2016  we were requested to come out and have a look at a faulty garage door, obviously if the parts on the motor were damaged due to failure that was not a result of negligence or an act of god the manufacturer would replace as per the 1 year warranty, our time and expertise would naturally need to be covered by the person requesting us to take action, should there have been an actual fault with the motor due to manufacture we would waive that fee as recompense. After 45 minutes on site, we determined that the garage door was at fault and grinding on the left hand side which seemed to be translating those forces into the motor, our initial assessment was then to remove the PC board and take it into the supplier for testing, which we duly did.

2.) "and then they don't even arrive on time x2 for their appointments. They fixed the garage motor after 4 weeks of struggle and never told my Tenant to leave it on manual because there is something wrong with the doors and that needs fixing before he can use it again."

 

I arrived for my appointment at 3pm on the 13th of December 2016 so this confuses me? I have communication for the second appointment being shifted to 2pm in the afternoon as the tenant Sarah was not available in the morning, this appointment was duly met. The 4 weeks of Struggle as you so eloquently put it were due to industry shut down over the Christmas period.

The board was found to be without fault by the manufacturer and upon returning to fit the board back in we took note of the broken traveller on the chain, so we removed the entire motor in order to repair the chain, we replaced the Traveller and sent the motor to be re-installed again. During this installation we attempted to tension and shift the door slightly  in the hopes that we could save you the amount as quoted for a replacement garage door.

Unfortunately this was not the case,  I have communication to yourself directly on Whatsapp stating that the motor is fine and chain is repaired, but it will not run because of the garage door needing to be replaced, this information I got from the technician who had re-installed the motor and had told be advised the client of the same, I asked you to advise which way you would like to proceed. I reiterate that the tenant was advised verbally not to engage  the motor as the door was the problem (It was left in manual mode for this very reason).

The following morning we received an email from the tenant saying the chain had snapped as they had tried to run the motor against our advice, both verbally and via text from myself to you.

Your tenant was then verbally abusive with us via telephone that day when we said we could not get out on the day as we were fully booked. This I believe was the point where I called you and we had a discussion where you felt our pricing for a replacement door was too high and that you would find a more cost effective quotation. We understood your reasoning and wished you the best, I stated in this conversation that we would gladly go out and fix the chain if the tenant paid for our time to do so, as we are a business, you had said to me that this would be fine. The tenant was again aggressive via telephone with Dyllan and we decided that we would rather reserve the right to not do any further work at this address for you, essentially firing you as a client, I believe we are well within our rights to do so in a free market system.   

3.) "Now the garage chain snapped!!! They don't want to go out again. Running away like cowards! DO NOT USE THEM. 2ND TIME NOW WITH BAD CUSTOMER SERVICE AND OVERCHARGING FROM THIS COMPANY :-("

I have documented above why the chain has snapped and it would be far more pragmatic for the person fitting your new garage door to simply repair the chain at the same time and get the motor to run, I am sure they offer a full service solution for garage doors and motors or they would not be able to beat our pricing as distributors. We are not running away we are simply exercising our right to not waste time and be abused during the process as our time is valuable, you I am sure, are well aware of the opportunity costs involved as a business owner yourself. As to your scathing personal attack on us speaking towards our lack of bravery, you are entitled to your opinion. 

I trust this allays your concerns and that you understand that our decision to walk away from working with you was a decision we took in order to be of better service to customers who would prefer to deal with us without the need for abuse or negativity.

Regards, 

Chris Lemmon 

on  behalf of  The Security Express Team.