Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I set an appointment for an on-site quote with ***'s to replace an overhead garage door on 8/10/24. The tech. said I would be contacted with a formal quote. I received a quote via phone and was required to put 50% down. At the time I explained to the company I had time pressure as the house was under contract to sell. They said they understood and someone would call to set a quick installation date. After two days and no call, I called and schedule an installation date of 8/14/24 between 8am and 1pm. I again stressed the concern on the timing. The morning of 8/14/24 I received a text from the company they were not able make the appointment. Due to my time constraint, I called them after 1pm, allowing them the full window, to cancel. Upon cancellation, they informed me I could apply for a refund, but they would not guarantee anything and a manager would contact me. As with their scheduling, no one ever contacted me and they have not issued a refund. I contacted them again reminding the failure to perform under our agreement was on their side, not mine, and still no call from anyone with authority to refund any any refund issued.I intend to pursue multiple remedies against this company, and any consumer should be wary on doing any business with this company.

  

  Business response

  09/06/2024

  Dear ********,
    We sincerely apologize for any inconvenience caused and understand your frustration regarding the missed installation date. We have brought your concerns to managements attention, and we have been informed that we attempted to process the refund as promised. However, since you have already disputed the transaction and received the funds back through your bank, we currently have no remaining funds to refund directly.
  Once again, we are truly sorry for the delay and any confusion caused during this process. We hope you were able to find a solution that works for you. If you have any further questions or concerns, please don't hesitate to contact our office.
  With gratitude,

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

  Client Experience Manager

• Initial Complaint

  08/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had Don's Garage Doors come out to replace a broken spring on 8/8. They proceeded with the work but installed the spring incorrectly, causing a horrible screeching noise. I brought this up with the technicians twice, but they shrugged it off and left after using a leaf blower to scatter the leftover debris from the installation all over my driveway.I had to call back, and they sent another technician out the next day to fix the new spring. Later, I spoke with ****, the area manager, and discovered there were additional options that were not presented to me at the time of the quote. This is highly unethical, as I would have chosen a different option if I had known about them.*** reached out to **** and the customer experience team to try to resolve this in-house, but they have not answered or returned my calls. I need the assistance of the BBB to help get this resolved.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for a yearly annual fee I no longer want. I was not notified that this charge would go through, not through email or any other communication. I had $155.40 taken out of my bank account Monday morning. July 15. I called immediately and was told that this came out of my account because of an annual membership. I believe I shouldve been told before the charge was made and not assume that a year later its OK to charge my card out of the blue. I was told that I would get a refund and I would see the refund within 3 to 5 business days. Today, Friday July 19, I have not seen the refund. I called again and I was told its 3 to 5 business days for them to go and open a ticket on my refund. I was not told this at the beginning. I dont know why it would take 3 to 5 days to open a ticket. Now the money has been out of my account for five business days. I think this is unfair. I think this is predatory and I think they need to rethink the way that they charge annual memberships. after talking to the customer service rep, I was told to talk to a supervisor would take 2 to 3 business days. She promised that I would get my refund ticket looked at and once it was looked at and refunded, .it would take 7 to 14 days for the money to be returned into my account. I dont believe that - Ive been in business for many years. It doesnt take this long to do a refund. They shouldve been able to do the refund immediately and they shouldve tried to expedite a refund and not make a customer wait 20 business days for a refund. In todays marketplace this is an extremely long time and theyre using my funds for other things - delaying my refund in order to use my money for the operation of their business and not any consideration that this money is mine. This is customer abuse. I have memberships and subscriptions with other companies and I dont get a charge out of the blue a year later from any company and I dont understand why this company is using these tactics.

  

  Business response

  07/22/2024

  Dear ***,
    We deeply apologize for the inconvenience caused by the unexpected annual fee charge. I have personally reviewed your account and concerns and want to advise that the refund you requested was processed on July 19th. You should see a notice on your bank statement regarding the refund by now.
  We understand your frustration with the lack of prior notification and the delay in processing your refund. This experience is not reflective of our standard practice, and we are actively working to improve our communication and refund processes to prevent such issues in the future.
  Please check your bank statement, and if the refund has not appeared, do not hesitate to contact us directly. We appreciate your patience and value your feedback as it helps us improve our services.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Don's Garage Doors on September 4, 2023, to repair my *********** 3/4 HP garage door opener which had come off the track. Don's Garage Doors were listed in *********************** recommended list and neighbors highly recommended this family-owned company. When ***** arrived he started on a high pressure sales pitch trying to frighten me into buying a new garage door and opener saying they were beyond repair and I could have my door break and fall on me. He did not spend any time actually trying to fix my two-year old belt-driven garage door opener. It was very uncomfortable and high pressure. I told him I could not afford all of this and that I felt very pressured by him. He never called the tech support number on the *********** to get help repairing it or getting it back on track. I finally just let him install a new one since I needed it to work. He complained the entire time and said that the track included would break and it was a lot of work to put the pieces together and tried to sell me one that was pre-assembled. I asked him to save all the parts of my old track, wall opener, motor, belt, remotes so I could get it covered under warranty but he kept my old wall openers and keyless entry openers. I ended up having to pay him for installing the new opener ($180). I found out that Don's Garage Doors were bought out by a big company and they are not the same. I called to have my garage door repaired but he did not try to fix it but I just had a high pressure sales person in my home. I would like my $180 back and get my keyless wall opener and wall opener back as well.

  

  Business response

  10/11/2023

  Dear *****,
  We appreciate you taking the time to share your experience with Don's Garage Doors, and we sincerely apologize for the inconvenience you encountered during your recent service call. We take customer feedback seriously, and we are committed to addressing your concerns.
  First and foremost, we apologize for any discomfort or pressure you felt during your interaction with **************, *****. Our team strives to provide a positive and stress-free experience for all our customers, and it's clear that we fell short of our standards in this instance.
  Regarding the repair of your *********** 3/4 HP garage door opener, we regret any miscommunication that *** have occurred. Our technicians are trained to assess the condition of garage door openers and provide recommendations based on their professional expertise. We understand that you ultimately opted to install the customer supplied new opener, and we apologize if you were not entirely satisfied with this decision. We will review our communication and sales processes to prevent any future misunderstandings.
  
  Please contact me directly (my contact info is below) iso we can further discuss your concerns and work towards a resolution that meets your expectations. We genuinely value your business, and we want to make this right for you.
  Once again, we apologize for any inconvenience you experienced and thank you for bringing this matter to our attention. Your feedback helps us improve our services, and we are committed to addressing your concerns promptly.
  Sincerely,
  ***************************

  Reputation Management

  Don's Garage Doors

  Ph ************ or Email: *******************
  

  
  

  Customer response

  10/11/2023

   

  Dear ******,

  Thank you for your response.  I appreciate you taking my feedback into account to assist with future training of your technicians.  When I get home, I will take a photograph of the garage  door opener, belt, and metal track which are all in pristine condition.  ***** never tried to reconnect the motor to the belt but instead said that he predicted there would be metal shavings in the metal compartment (there weren't any since it was a belt and not a chain).  I stayed in the garage with him almost the entire time watching what he did.  I had to walk inside a couple of times to remind myself that I didn't have to get afraid by *****'s scare tactics or to feel pressured to buy anything.  He did not seem to know how to fix garage door openers so I begrudgingly agreed to just put the new one in.  I asked him to save all the parts so I might be able to get a refund since the motor was still under warranty.  The new opener  included all new parts including remotes, keyless entry, and the button to press to open the garage door.  All of my other parts were only two years old and were working well.  ***** still complained while he installed the  new opener saying there were no directions so I got my Ipad and looked up ******* videos for him to use.  He did get it installed and he left the new wire and the old garage door opener and rail but the keyless pad and garage door button near the door were missing.  I believe he could have fixed the garage door opener if he  tried.  I can not get a refund from *********** since we did not call for technical support to fix the old one.  I would like my keyless remote pad, garage door opener button near the house door and a partial refund.  I also think that it is important that customers realize that this is not the same company that has high reviews from *******************, Nextdoor, and the BBB. 

   

  Thanks in advance for your consideration.

   

  Sincerely,

   

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

   

  =

  

  Business response

  10/13/2023

  Hi *****,
  I sincerely appreciate all your valuable feedback. I see this situation as an important learning opportunity for **************. Please don't hesitate to contact me directly at ************. I would like to work together to find a fair resolution for you.
  Sincerely,***************************

*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. ↩