I called Houdini when my Pella rear door wouldn't open. Based on my description and photos, Larry…read more-- their senior technician -- diagnosed it as a door issue, not a lock issue, before coming out. He quoted $450 service fee plus parts, labor, and a 10% credit card processing fee. Steep -- and while the 10% credit card processing fee is well above the industry standard of ~3%, it was disclosed upfront. I needed my door fixed and agreed to the terms.
Larry came out, disassembled the handle, determined it was the interior multipoint locking system, and told me to contact Pella. Nothing was fixed, no parts were used. I was then handed a bill for $713 -- the $450 service fee, an additional $150 in labor, the 10% processing fee, and tax.
When I called to request a refund of the $150 -- the one charge I hadn't agreed to -- Larry called back and refused, explaining he had intentionally limited his work to avoid risking further damage. I understand and respect that reasoning. What I don't understand is being charged $150 in labor for disassembling a handle, determining the job was beyond the scope of the visit, and leaving the door unfixed.
My door is still broken. Proceed with caution.
Update 5/22
After I posted my review, Larry Schwalb called attempting to intimidate me into removing my review. After I ended the call telling him I didn't want to argue, he told me "you don't get the last word on this" and after I hung up he tried to call me again. Later, the "manager" posted the response below asking that I call the company to discuss the matter. Uncomfortable making the call myself after Larry's abusive conduct, I had my lawyer call hoping to seek an equitable resolution. Once she explained why she was calling, however, rather than putting her through to a manager she was routed to Larry. And, yet again, Larry -- aggressively -- insisted he was in the right, forcing my lawyer to end the call. Be aware.
