You came out to overall both of my doors and replaced both operators. Your technician was very pleasant and did what I thought was a terrific job. Unfortunately within a couple days one of the bolts that fasten the opener to the door wasn’t tightened hard enough and fell off. I called you that following Sunday and spoke to one of the customer service reps. I was very disappointed to find out that you could not come out that day and that I would have to wait until Monday. After speaking with your manager Paul (on Sunday afternoon) I was informed that the Sunday Technician was having mechanical issues with his van and that you did not have a back-up technician available. I did get the first available appointment that Monday. Your technician came out and reattached the opener and apologized for his error. I also received a follow-up call from the owner (Walt) who sounded sincere when he stated how sorry he was that my experience with his company caused frustration and how much the company prides itself in providing first rate customer service and that you try to learn from every instance where you fall short. I can honestly say that after a rough start you showed who they really are – a company that makes every effort to make things right. Thank you and I will certainly use you again.
A Response from Walt Arvin:
As the customer stated, we did not live up to our work quality and customer service standards. This was a huge disappointment to us. We take great pride in achieving these goals (when we do) and take to heart our failures when we do not. We have upgraded the nuts and bolts we use to fasten the J-Bars (this was the issue for this customer) and now use nylon lock nuts which are designed to never come unfastened. We welcome all comments even those that are not exactly what we want to hear.