Knowledgeable technicians, fast service - misleading quote, price increase during the vist
Our garage door stopped working and I noticed that one of the springs had broke. I called Fix It Right and Daniel quoted that the cost of labor and materials to replace the spring would be $250.
When Shawn and his partner came over, to my surprise, they informed that always BOTH springs need to be replaced at the same time, something Daniel never mentioned over the phone= (+ $250). On top of that, my garage door apparently was commercial grade and there would be an added labor fee on top of the regular spring replacement costs (+ $100).
The GOOD: The technicians themselves are really knowledgeable, the service was fast (they came on the next day) and the garage door was fixed. They levelled my door, lubricated the chain (I asked for it) and the new springs are backed up by a 5ys warranty.
The BAD: Incorrect info provided during the phone quote and price gouging (extras charged) during the visit.
Improvement idea: Inform customers both springs should be replaced together, explain potential extras over the phone (or give a price range).
- Approximate cost of services:
- $600.00
- Company Response
Hi Edgar,
I'm sorry to hear that your experience was not 10/10 with us. We are taking notes from your experience, which we will work to improve and match the expectations you related to us.In general, in the garage door industry, we always want to be clear and precise with our customers giving prices in advance. In this case, for example, Daniel mentioned the roughly cost of a single spring. Usually, single doors (most common in Ontario) have one spring, that's why if the customer asks the price of a spring, we give the average and most common type. On top of that, we have more than 20 types of springs, and the technician has to identify which one is suitable for your garage door.
So, that's why our staff is oriented to give the average price and advise the customer that the final quote is only after the proper inspection with the technician spot.
Thank you for your feedback, and be 100% sure we are improving the process according to your information.