Access Garage Doors Ltd

"I recently ordered a replacement garage door remote and booked an appointment to have it programmed. The engineer attended, and programmed the remote very quickly. The actual work took only a few minutes. During the visit he sprayed some WD-40 and replaced the battery in another remote. The whole visit was very brief and the engineer was not particularly helpful – for example, I had to move items in the garage myself to access the control unit and there was no offer to assist. I was charged £111 for a service which I found surprising given how little work was carried out. I queried the invoice, and was told this is their minimum labour charge for any work up to 20 minutes, something that was not clearly explained beforehand. While the remote works, the overall experience left me feeling that the charge was disproportionate to the amount of work carried out. Please ask about minimum call-out or labour charges before booking, as these can be significantly higher than expected."

Trader reply: "Thank you for taking the time to leave feedback. We are sorry the visit left you feeling disappointed, particularly in relation to the cost versus the amount of work you felt was carried out. To clarify the pricing, when the appointment was booked we confirmed in writing that this visit was scheduled as a service and remote supply/programming, and we also set out our charging structure. The £25 + VAT rate applies only to a visual inspection where no work is carried out. Where any works are completed, our minimum labour charge for up to 20 minutes is £92.50 + VAT (£111 inc VAT), plus any parts supplied. On the day, the engineer supplied and programmed the new remote, replaced the battery in another remote, lubricated relevant moving parts, carried out operational checks and testing, and demonstrated the manual release. While some of these actions are quick when done by an experienced engineer with the correct equipment, they form part of a standard visit to ensure the door is operating safely and reliably. Our tracking records show the engineer was on site for approximately 22 minutes. We’re also sorry you felt the engineer wasn’t as helpful as you expected. For safety reasons, we do ask customers to ensure access is clear, but we always aim to be courteous and supportive throughout the visit. We take feedback like this seriously. If you would like us to review anything further, please contact our office with your invoice details and we’ll be happy to look into your concerns."

• Initial impression Initial impression: 1 out of 5.0
• Punctuality Punctuality: 3 out of 5.0
• Cleanliness Cleanliness: 1 out of 5.0
• Quality Quality: 1 out of 5.0
• Value Value: 1 out of 5.0
• Overall opinion Overall opinion: 1 out of 5.0