Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/8, vendor was contracted to tune the door which was newly installed. They over charged me compared to peers. They put multiple stickers in my house and on my brand new garage door opener which they didnt install without my knowledge but the sticker was not even placed carefully and is creased over. I want the stickers removed and a discount on the over charging. I also didnt receive an invoice for the job so I cant reimburse it off taxes.

  Business response

  08/06/2024

  Hello,
  
  I am hoping you can help. I did not see your prior emails. 
  
  This customer agreed that this complaint should not have been made and he apologized for making it. (SEE his attached text) We called him after the job and he told us he had left a bad review. When we asked why, he said the job was done well, he understood the price completely, that our employee was very friendly and hardworking, but he was mad about our employee putting up a sticker. We told him they were light and easy to remove so he took them off while we were on the phone and it took one second to remove. He apologized saying he didnt know they came right off and didnt know why he had written a bad review over it. (He is the one who told us that he wrote this BBB review during our followup call as we were unaware). All garage companies put a sticker in the garage like a card. We have done it in garages for him before with no issue. 
  
  We gave him a full refund (see proof attached) that he said was not necessary and that he did not ask for, after doing a lot of work for him (more than an average tune up) for less money than any other local licensed company would do it for. He did not deserve the refund after all the work we performed at less than even unlicensed guys charge in our area for a simple tune up, but we refunded him anyway because we value customer service above all else and found it odd that he was telling us he wrote a bad review and would remove it. It felt like he was fishing for a lower price but was also denying the offer for a full refund so we were confused by his behavior and just gave a full refund to wash our hands of whatever he was up to.
  
  We have attached his invoice to show that we did a lot of work for a cheap price and were very thorough and professional. He is a repeat customer who has used us for years with no issues. He has trusted our low pricing and cannot claim, publicly or otherwise, that we were more than competitors because it is simply not true. 
  
  I am attaching his text message to us, apologizing for writing this review, and telling us he would do what he could to have it removed from your site.
  
  
  Please remove this review. It was not warranted and even the person who wrote it has expressed that they want it taken down.
  
  Thank you, as a family business we work hard to provide NOTHING but 5-************ to every single customer, including the ****** service and great deal this man agrees he recieved. Our family and small team are the most honest garage company in *******************, we give back to the community, and have made a name for ourselves as the garage door company with the most experienced crew who also does work at very very competitive pricing. We have grown purely by word of mouth and our always excellent reviews. We work too hard for a strange interaction with one customer, where we went above and beyond what any competitor would do, to end up with this bogus review.
  
  Your cooperation is really, greatly appreciated.
  
  ***** Ridenour
  Golden Rule Garage Door Inc.

*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. ↩