Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately, 11/01/2024 I made a phone call to A1 garage door explaining I am not getting any power to my garage door. A technician came out and said I needed a new one due to no power to the one I have now. He explained to me that I needed a new garage door since the old one had no power. So, I went with an option that he suggested but not telling me that the sound of the garage door is going to be very loud. I paid $780.00. Before he left I wanted to turn off my light to my garage but what the technician forgot to mention to me is how he wired the garage door if I turn off the lights it also turns off the garage door. He told me that I needed an electrician to fix the issue supposively. A couple months go by and the garage door gets louder and louder and can wake up the whole house when leaving for work. So, I called again for a technician to come out to see what the problem is? One of the technician listened to the garage door go up and down a couple times and I said is there anything you can do to fix this issue? On 2/2/2025 I had to pay another $690.00 to get another garage door opener installed. At this point I have spent over $1400.00 for something that was never broken but the technician suggested I get a new garage door opener installed. My garage door opener was never broken in the first place and I should have never had to pay the outrageous amount for 2 garage door openers in less than 2 months. I would like a full refund of the amount of $1470.00

  

  Business response

  02/07/2025

  We sincerely apologize for the frustration you've experienced. We have reviewed the job details of both service visits to ensure we fully understand the situation. Our initial visit was prompted by your garage door system not operating. Upon inspection, our tech determined that your motor was burned out, and your springs showed significant wear, we noted that the weight of your garage door exceeded the max recommended capacity for an opener to function properly. Our tech provided estimates for three different opener models, explaining their features and performance differences. You selected the lowest-grade ** model and opted not to replace the springs. Our tech advised that the ** unit would not be as quiet as the DC models and that the worn springs would make the opener work harder, potentially impacting its lifespan. After using the unit, you expressed concerns about the noise level. Our tech reiterated that ** models are inherently louder than DC units and that the worn springs contributed to the noise and strain on the operator. To address your concerns, we offered to upgrade your opener to a higher-grade DC model with a discount to reduce noise. We also advised that replacing the springs would further improve performance and longevity. Regarding electrical concerns, our technicians do not perform electrical wiring and can only plug the unit into an existing functional outlet. Your initial system was non-operational before our service, and once we installed the new opener, the system was working, albeit louder than you anticipated. We previously issued an $80 refund when you discussed your concerns with our ************* Mgr. after the first unit was installed. In good faith, we would like to offer an additional $250 refund to further resolve your concerns. If you agree, please confirm, and we will process the refund immediately. We appreciate the opportunity to address this matter and value your feedback. Please let us know how you would like to proceed.
  

  Customer response

  02/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** *****
  
   
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I just received a service for my garage door. (12.16.24)The technician recommended a torsion spring conversion. Cost approximately $1500 I foolishly went ahead with the work, and while the technician was working, I found other estimates from reputable companies charging less than half the amount. Upon completing the job (60 minutes!), the technician wanted to charge me the tune-up fee and a call-out charge on top of A1's exuberant estimate. I have been ripped off and will never use this company again.I would suggest that anyone ignore their reviews. They are in the business of persuading the customer to part with as many dollars as possible.

  

  Business response

  12/19/2024

  Dear [Customer],
  Thank you for bringing your concerns to our attention. We are truly sorry that you were not satisfied with the service provided. While it is never ideal to have unexpected repair costs for our homes, we do understand your frustration and value your feedback.
  To clarify, we performed a complete Torsion Spring conversion on your garage door. This included not only the 5-year warranty torsion springs but also new hardware such as cables, the torsion bar, bearings, and bracketry, in addition to labor. Our pricing reflects the full scope of the work performed and is supported by our company warranty, which we stand behind.
  We always aim for transparency and want our customers to be satisfied with the ********************** they receive. We understand that finding other estimates at a lower price can be concerning, and we strive to ensure our pricing is competitive for the value provided. To demonstrate our commitment to your satisfaction, I would like to offer a $250 refund in good faith. If you accept, please reply, and we will have the refund processed immediately.
  Again, we apologize for any frustration this experience may have caused and hope we can resolve this matter to your satisfaction.
  With gratitude,

  ****** *******

  Client Experience Manager

  Customer response

  12/19/2024

  I appreciate your offer, but $250 is ridiculous.
  I have had a few more estimates for the work you have performed. I would say closer to $1000 would be a reasonable price for 60 minutes labor and parts.
  

  

  Business response

  12/19/2024

  Hi ******,
  Thank you for your prompt response. The pricing you're seeing may not be as accurate as you believe, especially not seeing the door in person. I would recommend considering the type of materials used in those other estimates. One thing you can rely on with our company is that, we do it the right way the first time, should any issues arise, we'll still be here when you need us. Prices you find online can often be misleading, as some individuals may be working out of the back of their truck. I've heard many stories where people chose the lowest price, only to find that when something went wrong, the business was no longer available.
  For a torsion spring conversion, when done properly, the typical cost ranges from $900 to $1800. Our prices are backed by a company warranty, and the package you choose comes with a 5-year warranty. We'll still be here for you, as the cheapest option may not be around a year from now. Our company is insured and bonded, and our vehicles are fully stocked and ready to go, providing added convenience for our clientsespecially in urgent situations.
  Unfortunately, I cannot offer a $600 refund, but I can extend my offer to $400 refund as the best option. You received premium service, and I hope this considerate offer demonstrates the value we aim to provide.
  Best regards,

  Curtis 

  Customer response

  12/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** **********
  
   
  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We scheduled an appointment on Friday 11/1 to replace our overhead door opener. We were given an appointment for the AM hours for Saturday 11/2 and we were informed that we would have an emailed quote in advance of our appointment on 11/1. We were also informed of a $59.00 charge for a 29 point inspection but this would not be charged if we replaced the opener.On Saturday 11/2 we had not yet received our quote or a call from the contractor. I contacted the office and left a message. I did receive a call back and was informed that the technician would provide the quote which was different than I was initially informed.The technician showed up named *** *****. From the time Mr. ***** entered my garage I was subjected to a hard core sales pitch as ********** was very pushy and became argumentative when I stated I did not want to deal with him or his company.I nicely asked the technician to leave and was forced to pay the $59.00 charge even though he did not complete a 29 point inspection. I did mention that I never received a quote in advance and had I received the quote I would not have followed through with the appointment as the amount was excessively *******. McBee did leave and sent the quote after the appointment.I am requesting a refund as I was mislead into paying for an inspection that did not take place. If you read the invoice that is uploaded it says nothing about an inspection...Standard Trip Charge:This fee covers the technician's travel expenses, including time, fuel,and vehicle maintenance, ensuring they can reach your location and provide a thorough inspection along with an accurate estimate for your garage door service needs.

  

  Business response

  12/16/2024

  Dear ******,
  We deeply apologize for the experience you described. It is never our intention to cause frustration or leave a customer feeling misled. After reviewing your concerns, it seems there was a communication breakdown regarding our process for providing estimates and performing inspections.
  To clarify, our standard procedure involves a full diagnostic of the garage door system to provide an accurate estimate. However, we understand how the information provided to you may have caused confusion. We sincerely apologize if we did not meet your expectations during your appointment.
  In good faith and as a gesture of our commitment to your satisfaction, we will refund the $59 service charge for sending the technician to your home. We hope this will help improve your experience with us and demonstrate that we value your feedback.
  Please be assured we are conducting an internal investigation to identify where the miscommunication occurred and to ensure this does not happen in the future. Your concerns about the technicians approach have also been noted, and we will address this matter with our team.
  We appreciate your patience and hope to have the opportunity to earn your trust in the future. If you have any further questions or concerns, please dont hesitate to contact me directly.
  With gratitude,

  ****** *******

  Client Experience Manager

  Customer response

  12/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you!
  
  Regards,
  
  ****** ****
  
   
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date was September 30, 2024. Money spent was $1700. Company technician came out and talked me into buying lifetime warranty springs and some attachments explaining that safety was the number one concern. He replaced my spring and the other parts and I ok'd those replacements not knowing why my garage door was not working. It was not opening or closing. It was intermittent and didn't do it when he arrived. So he made all of those changes, was at my house for approximately 3 hours. As he is ready to leave, I said let's test it to make sure it works and it was still doing the same exact thing it was doing before. My garage door is still not fixed. I basically paid for updates I did not need. Not once did the technician say this may not fix the problem. If he would have explained these are updates and may not fix the problem at all, I would have said no.I called the company back the next morning (he was there until 9pm night before) and they sent out "maintenance" October 4th. The garage door did do what it was doing and this technician says "if I had to guess"....And would charge me another $500-$700 to replace the motor....not really knowing if that was the issue. That technician took video of the garage door working and not working and I never heard back from the company. I am not spending another $500-$700 for them to guess.

  

  Business response

  12/20/2024

  Dear *****,
  We are sorry to hear about your experience with our service. While you acknowledged that the garage door was heavy and the springs needed to be replaced, we understand the frustration you are feeling, especially given that your opener is not consistently operating. We recognize that this was the primary issue you called us to address, and its concerning that it remains unresolved.
  We would like to help resolve your concerns and ensure you are satisfied with the service provided. I have tried reaching you by phone a couple of times. My direct contact information is below, and I encourage you to reach out at your earliest convenience to discuss your situation further.
  Phone: ************
  Email: *****************************************************************
  Thank you for your time and for allowing us the opportunity to address this.
  With gratitude,
  ****** *******
  Client Experience Manager

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called A1 Garage out on 20 October 2024 about a problem with my garage door. They basically told me there were multiple issues with my garage door. I told them I did not have the money to fix all of them I only wanted the one fixed that was causing the current issue not all of the root problems. They replaced the springs on my garage door and now the garage door opener does not work. They did exactly what I asked them not to do, which was to replace something that might have caused he problem, but did not fix the issue.

  

  Business response

  12/19/2024

  Dear ********,
  Thank you for bringing your concerns to our attention. We understand the frustration this situation has caused, and we sincerely apologize for any confusion or inconvenience.
  We have since spoken with you to clarify the issue. After reviewing the situation, we determined that the torsion springs were the root cause of the problems you were experiencing, which may have contributed to the garage door opener malfunction. Despite your request to only address the immediate issue, we believed the replacement of the springs was necessary to prevent future complications with the garage doors functionality.
  To make things right, our Branch Manager personally spoke with you and provided a $150 refund as well as installed the opener you supplied, free of charge. We have made every effort to ensure your concerns were addressed appropriately.
  I have also tried to reach ******* by phone to confirm that you are completely satisfied with the solutions provided. Please dont hesitate to contact me directly if you have any further questions or concerns.
  We value your business and appreciate you taking the time to work with us toward a resolution.
  With gratitude,

  ****** *******

  Client Experience Manager

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 30, 2024 Work was done to my fathers garage door.Frame was replaced, bearing, ******** formal upfront pricing detailing work and parts to be done was offered. Just a verbal estimate. The final paperwork reflects a pricing of triple what the market rate is for this kind of project. I called the following Thursday to talk to a supervisor, and was advised they will have to return my call in about 3 business days. Well, more than 3 business days passed without as much as a call, voicemail, or email. If the final pricing cannot be negotiated, then I want the parts and materials stripped down and taken back for a full refund. I was absolutely disgusted that a company would scam an elderly for such a price when the materials didnt cost even a quarter of that.A fair price would be at maximum $1000 for this project. Not $2200. The whole parts kit from ********** is less than $400.Had a manager returned my call when they were supposed to, maybe we could have come to an agreement.

  

  Business response

  10/18/2024

  Hello ****,

   Thank you for reaching out to us about this situation. We truly apologize for any inconvenience and frustration you and your father have experienced. We understand the importance of clear communication and regret that we did not meet your expectations in this regard. Were glad that our ************* Manager was able to connect with you directly and work towards a resolution. As discussed, the agreed refund amount has been processed, and we hope this helps improve your experience with us. If theres anything further we can assist with, please don't hesitate to let us know.
  With gratitude,

  ****** *******

  Client Experience Manager

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint Against A1 Garage Door Service for Overcharging on Garage Door Spring Replacement Dear *********** am writing to file a formal complaint against A1 Garage Door Service located at ************************************* ************************. On Oct 2th 2024, I hired this company online to replace the springs on my garage door. I was shocked to receive a invoice of $1,499.67, which is approximately five times the Manufacturer's Suggested Retail Price (MSRP) for the springs replacement.The average cost for garage door spring replacement typically ranges from $150 to $350, from a simple search and another company second opinion. In addition, I was not home at the time of the repair. I had my elderly dad and sister watching over the house at the time, but they are not fluent in English. When the repairment finish the replacement, they told my family member to pay immediately using my credit card without my authorization. I believe this constitutes an unfair business practice and overcharging customer. Despite my attempts to resolve this issue directly with A1 Garage Door Service, I have not received a satisfactory response. I am seeking the BBB's assistance in resolving this matter. Specifically, I request a refund of the overcharged amount and a review of the company's pricing practices to prevent future occurrences of such unfair practices.Enclosed are copies of the invoice, the original estimate, and any correspondence related to this issue. I appreciate your prompt attention to this matter and look forward to your assistance in resolving this complaint.Thank you for your time and consideration.Sincerely,***** *****

  

  Business response

  10/11/2024

  Dear Mr. Luong,
  We sincerely apologize for the delay in responding to your concerns, and we appreciate you bringing them to our attention. We understand the frustration this situation has caused, and we are committed to addressing your concerns fairly and promptly.
  After reviewing your service in our system, we have investigated the details of the garage door repair and the pricing issues you raised. Our manager, Robert Blasi, has made attempts to reach you today and has provided his contact information. We hope to discuss this matter directly with you and find a fair solution.
  We also want to apologize for not calling you back sooner, as that is not the level of service we strive to provide. This delay is not acceptable, and we are taking steps to ensure better communication moving forward.
  Once again, we appreciate your patience, and we are eager to work towards a resolution. Please do not hesitate to contact Robert at your earliest convenience so we can discuss how to best resolve this matter.
  With gratitude,

  Curtis Johnson

  Client Experience Manager
  A1 Garage Door Service

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My negative experience stems from the horrendous overcharge to replace two torsion springs and cables and not on the repair service I received. The technision was at my home for about 2 1/2 hours and I was charged $1827.94.A1 was scheduled to arrive at 1:00 p.m. but instead came at 6:15 p.m. I was quoted a $59.00 diagnosis fee that would be applied to any work done. After the diagnosis I was advised that I would be charged $355.00 unless I wanted to replace the springs/cables. How did a $59 diagnosis fee morph into $355 was not ************ short the technician weighed the garage door on a bathroom scale and advised me that the door should only weight between 0-15 lbs instead of the 26 lbs. He recommended a new set of torsion springs (#*** instead of the #*** currently installed). He also found the cables were freyed and should be replaced. It was 7:00 p.m. and competitors were closed and I was unable to comapre prices.The next morning I decided to comapre the work performed to what other companies charge. I called 4 local garage door companies and received quotes for the same work that ranged from a high of $590 to a low of $375.For those folks who want details:1) Over the Top Garage Door located in *********** quoted a total fee of $590. 2) Marks Doors in ******** quoted a fee of $400. 3) Overhead Doors in Santa Fe quoted a total of $375, and 4) ******* Garage Door in *********** Quoted $500.The invoice was not provided at the time of service and I verified that both A1 Garage Door and its parent company TMII do NOT hold valid ********************************** Division licenses.I called customer ********************** and lodged a complaint that was escalated and I am waiting for management to address my concerns and reduce the cost of the repair.

  

  Business response

  11/26/2024

  Thank you for allowing us to reach out to you regarding your concerns. We understand your frustration about the experience and the concerns regarding pricing. We are pleased that we have been able to work out a fair agreement and have issued a refund for the charges in question.
  We truly appreciate your patience and understanding as we worked to address your concerns. Your feedback is important to us, and we are committed to continuously improving our processes and ensuring a better experience for our customers moving forward.
  If you have any further questions or need additional assistance, please do not hesitate to reach out.
  With gratitude,
  ****** *******
  Client Experience Manager

  Customer response

  11/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *********
  
   
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************************************************** ***************** This scammy company charged us $59 for a 10 min visit today and $250 to lower our garage door. On top of these fees, to repair a simple broken spring, they said we needed to pay $1,752. We called the office to tell them about the scam prices. They did not apologize. Instead, they said they would give us a $200 discount. Absurd. We asked them to ******** total, A1 asked for $2,061 to do a simple spring repair that ********************* will do for $262. We are thankful ********************* is an honest company with reasonable prices.We recommend you avoid A1 unless you want to pay through the nose for simple service repairs. I wish someone would have written about these sneaky, outrageous billing practices before we called them today. It would have saved us a lot of time, trouble and hassle. Very disappointing.

  

  Business response

  10/11/2024

  Dear Wendy,
  We want to extend our deepest apologies for your recent experience with A1 Garage Door Service. I have personally reviewed the details of your job, and I understand that our Customer Care Manager has already spoken with you. In response to your concerns, we decided to waive the charges for assisting with closing your door while you awaited the other company to replace your springs. We are genuinely sorry for the frustration you encountered, particularly with our pricing, and we appreciate your feedback.
  Please know that we take such concerns very seriously and will use this as an opportunity to improve our service.
  Thank you for bringing this matter to our attention, and we truly appreciate the opportunity to make it right.
  With gratitude,

  Curtis Johnson
  A1 Garage Door Service...

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the ***************** from A1 Garage Door in December 2022, The contract automatically renews each year unless I cancel. So on December 18, 2023 I was charged $107.40, which is the annual fee for this "worry free club". This purchase was to include one free garage door inspection/service. I called today to schedule said service and was notified that A1 is no longer servicing the Omaha market. I asked for a refund of the $107.40 since I cannot use the service. I was told that I was absolutely NOT getting a refund for this service that I paid for which I cannot use. I live in ******* *******. I have a house in ************** and that is the address this was purchased for.Contract is attached. I am seeking a refund of the service contract that I purchased, which cannot be used.

  

  Business response

  10/11/2024

  Hello Stacy,

    Thank you for bringing your concerns to our attention. After reviewing your account and the details of your situation, I have concluded that we will issue a refund for the charge you are disputing. We sincerely apologize for the inconvenience and frustration this has caused you. We hope this gesture will help improve your experience, and we appreciate your understanding.
  Thank you for allowing us the opportunity to resolve this matter.
  With gratitude,

  Curtis Johnson

  Client Experience Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩