Complaints

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business installed a garage door at our new home and put the wrong coil to install it. The result was that when it came down it landed in a broom stick and pushed with such force it bent and broke the whole garage door. When they came out to fix it they said they installed it wrong and put the wrong coil. This is very dangerous. In saying this, they are demanding we still pay them and also not contributing to fixing the garage door. We need them to replace the garage door and do not need to pay for faulty service.

  Business response

  11/18/2022

  The original install for this homeowner took place on 11/29/21.  At the time of install, a couple of the garage door panels came damaged from the manufacturer.  We ordered new panels and replaced those panels on 5/4/22.  After the panels were replaced, we were notified of a service call needed by the contractor who hired us to perform the work (South Pointe).  We took care of the service call on 5/27/22 and the door was in perfect working condition when we left.    

   

  On 6/4/22, the Homeowner notified South Pointe that the door came unraveled and they wanted the garage door replaced due to damage.  In our line of business, garage doors don’t just get unraveled, there’s usually an object/obstruction at the home that is in the way of the garage opening that causes this.  On 6/14/22, our salesman Dave Brody, reached out to the Homeowner directly to discuss the incident.  The homeowner had told him that a steel pipe that he had in the garage was laying on the ground and when he closed the garage door, it caused the damage to the door and the door to come unraveled.   Dave Brody setup a job walk with the homeowner to walk the garage door and to verify the damage.  When Dave arrived to the home, the homeowner wouldn’t close the door so that we could assess the damage.  Also, the homeowner’s story changed from the phone conversation to the appointment in person.  At this time the homeowner notified Dave, that they had left a broom stick in the track of the garage door and the garage door just fell due to improper install.  When it fell, the garage door hit the broom stick in the track and caused the door to unravel.  Again, things like this don’t just happen.  Garage doors are set with spring tension.  Garage doors as they close, gain more tension on the springs as compared to when they’re in the open position.  They don’t just fall.

   

  After the meeting with the homeowner, Dave reviewed the situation with South Pointe.  We stated our case as to what happened and what the remedy should be and what the cause was.  Aesthetically from the outside, the door needs to be replaced.  The homeowner didn’t want to pay for a new one and thinks that our install is the cause of this.  This is incorrect.  This was not a warrantable item. There has been an outstanding balance of payment from the homeowner to South Pointe to TruTeam.  As a show of good faith, we decided to give the homeowner an $800 credit so that he could replace his garage door with another vendor that he chooses.   Attached is the correspondence with South Pointe in regards to the credit. 

   

  Please let me know if you have any questions.  Thank you.

   

   

   

  Thank you,

   

  **** *****

  Customer response

  11/21/2022

   I am rejecting this response because:
  
  The business failed to release a very important detail to this entire matter- when their technician came out to fix the garage door they said "I'm not supposed to tell you this, but we put the wrong coil on this garage. It was too large for this specific garage door which is why the garage door was pushing with so much force that it completely destroyed the garage door." It was entirely their fault as far as installing the wrong coil on the garage door in installation and we were told this from their employee.

  Business response

  11/21/2022

  Thank you for sending this over.  We interviewed our team that was on site for the install as well as the service technicians during this process.  The information the homeowner provided contradicts the way a garage door operates.  If the coil was too large/strong for the door, the door would not be able to be closed without significant force on the door and motor.   From what the issues the homeowner describes, the door fell from a free standing position.  With the garage door engaged to the operator, the door would not fall and cause the damaged that the homeowner is claiming.  I can go into more specifics of the operation of garage doors if necessary.  

*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. ↩