Specialty Door Service

Amateur hour and unprofessional. I called them on a Wednesday to setup a box truck door repair. They said that somebody would call back to setup everything up. Never got a call back. Called them again on Thursday and the guy i spoke to gave me an option of bringing it to the shop or when they are in my area they’ll stop by and check it out. I said I’m good waiting til the are in my area. I asked when they would be in my area they said the latest would be tuesday. ok cool. Tuesday rolls around no call no show. I call them on Wednesday to ask whats up? The lady said they’ll have someone call me to give me answers. Guess what no callback. If it’s truck door repair you need call Heiserbody they are professional.

we called these folks to come and fix a roll up door in a building that has several of the same door and mechanisms. their sticker was on the doors, and we assume they were the installer of them. the building is fairly new construction.
technician shows up and inspects. the door goes up about 6 inches and you can hear cogs slipping etc, says the motor is shot… in conjunction with the screw drive mechanism… we say fix it.
later that day someone from the office calls me, says a circuit board is shot and that’s the problem. i cant figure out, without a new tech person coming out, how it changed from the motor, cogs etc to a circuit board, but it did. i am told he has to go to auburn to get it. he does, puts it in and it doesn’t work. then I’m told he has to go to auburn and get another circuit board, he does, puts it in and it does not work, but i am not told this. then days later, after i think it is fixed, i get a call from the tenant and a call from this company telling me it doesn’t work. mike, from this company says in a message, it is the screw-​drive portion of the mechanism, they are stripped and possibly the motor. WOW!!! this is what we were told get go and it was determined from the first visit!
he leaves a long message saying, where do we go from here? we have a lot of time into this and what do you want to do? he makes it clear, that even though they totally screwed up, made us wait a ridiculous long time, repaired things that are not needed and that the door is still not fixed, and makes it clear we should be responsible for their errors etc.
this is not super complicated equipment, it is a genie garage door opener! they work on openers every day. there is the motor, pulley system and electrical. it is not hard to figure out whats going on with a proper inspection.
people make mistakes, but why would you make your customer responsible for your blatant errors and incompetence? they leave a message saying «where do we go from here?».
where you go from here, the minute you screwed up, is get the correct parts and fix the thing and charge your customer for what should have been done in the first place and not shove your mistakes and costs down the throat of your customer.
i felt it was unbelievable when i heard the message, and that he wanted me to be responsible for their mistakes and actions, instead of an apology for jacking us around and that it would be fixed asap!
i get a message from them that starts;
«i am not sure whats going on»
well if they don’t know what going on, where does that leave the customer.
we are calling someone else after all this time and inconvenience and we have to send another person from our office to meet them.