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| - I will start out by saying that Stephanie in scheduling was about the only good thing about this company. The work itself on my small job was fine...but everything else about their customer service and communication is absolutely HORRIBLE...at the end of the day if you have bad customer service, nothing else matters and I will NEVER use LODI again.
I used this company bc one of the panels on my garage door needed to be replaced from a dent. I called Lodi bc they were the company that installed the door originally 14 years ago and I figured if my condo building used them to do over 40 units...they must be good and it should be easy.
Well first of all...I had asked to have a later afternoon appt....but the day before my call to confirm was 8am-10am... Not the biggest of deals, but still annoying. Stephanie apologized and was very helpful and said she would move it to 9-11am and let the tech know that I wouldn't be home and to take his time.
Well sure enough yesterday am the tech Fernando arrived at 830am. I actually was home, but about to get in the shower. First a doorbell...then knock...then several more doorbells, then louder and more frequent knocks on the door...all w/in 30 seconds. Then he called my cell and I answered and said I would need a moment to open the door and you weren't supposed to be here until at least 9am. His response was...I heard noise coming from your place and then when I started knocking and ringing the doorbell it got really quiet. WHO SAYS THAT?!?! The tv was on, then the tv was off before my shower--how is this your business?
So then he starts working on the replacing the panel and instead of perhaps making conversation and/or finding out who I am in relation to the condo (tenant, owner, etc) He abrasively asks me "so who's paying for this?" I asked him what he meant by that and he again asked the same question...just rudely and awkwardly. I responded with I will be paying for it sir, I don't understand why you would ask that. "Oh I figured you were just the tenant"
Well this just all rubbed me the wrong way...the early arrival, the lack of calling before hand to say on the way, the excessive doorbell ringing and knocking, the questioning and abrasiveness.
I called the company and spoke to Stephanie and told her everything that happened...she was very apologetic and nice and said she would let her supervisor know and have him call me back. This was around 9am. Couple hours...nothing--called again...supervisor in a meeting and will leave a msg--couple more hours...nothing; same msg...couple more hours and still the supervisor was in a meeting apparently.
Waited until the next am around 10am and still had not heard back...so I called again and ask to speak to Mario the supervisor. Apparently now he was not in the office....then I asked to speak to Stephanie and she got him on the phone w me.
I shouldn't have been surprised by the rudeness of his tech...bc Mario was the most rude supervisor. He was condescending and short and talked back to me. I told him what happened and instead of apologizing he told me that this tech was his best tech and gets the most compliments. Well sorry sir...yesterday he wasn't ur best and thats why I'm calling.
I asked to be refunded the $85 service call and Mario stated that he would want to see what his tech's side of the story is first and then would let me know his decision. Im sorry but what side do you need to know? I questioned him and then he got even more rude and said I don't have time for this and don't really want to talk about this any further so if all you want is your $85 back then Ill transfer you to act and they will process the refund.
So...yes I got what i was looking for...the refund, but at what price? No apology, more rudeness and a bunch of wasted time. What could have been a very easy solution and a loyal customer and good word of mouth turns into I will never use them again and/or recommend
to anyone else who might need garage door service.
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