Complaints

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was having issues with my garage doors not functioning properly on a house that is just over a year old. D&D did the original installation so I called them to come out and service. The technician notice that the lower rollers on one of the doors had not been installed properly and took pictures to show his boss. They were crooked, which had caused them to rust significantly versus all the other similar parts. He called it in and also gave me the name of a supervisor, ******. He said I would hear from him in a few days, and if not, to call him. Not hearing anything for about a week, I called and got ****** on the phone and explained the situation. He recalled the issue and asked me to give him a day and he would call me back. I gave him another week or two and never heard back. I called again and got ******, who once again asked me to give him the day to figure things out and he would call me back. Once again, no returned call. I called a third time a couple weeks later and got ****** on the phone for a third time. Same response that he would call me back. I told him if I didn't hear back this time I was going to call my lawyer. I decided to file this complaint as a first step. Hoping we can get this resolved without having to take legal action.

  Business response

  05/06/2024

  I am currently pulling the phone logs to and from the customers phone number to understand the communication issue.  

  If the rollers we installed slightly crooked would have no affect on them rusting.  Per our tech, he made a comment about the rollers being crooked, and also a comment about them being rusted,  However, the two things are not related.  The tech also noted that the door and motor were working fine.  See below:

  "Didn't do anything at this house genie op was working fine but 16x8 0235 WD bottom roller are not even make alot of pressure to both bottom rollers also roller are rusted little door is fine."

  This service was done 1-24-24.

  The original install was completed for customer ****** Development on 5/24/22.  

  Our labor warranty is 1 year, so this would be beyond that, but we will reach to the homeowner to correct.                                       

   

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered door (4 panels - we had new motor and track) 12/21/21, Installed 7/26/22 with dent. Very professional installer showed me debt and photos of it, said he would order it immediately upon his return to the shop.By 10/17/22 I had gone to D and Ds shop on Cattleman to ask where the panel was. They said someone would be out to examine the door.A gentleman came out took a picture of the back of the panel and blamed the installer for not ordering, which didnt sound quite right to me.Now 10 months later, and over four promises from front desk and D and D ************ to call me back (never since I called them to ask where the replacement panel was the 1st time) have I had a single call from them.I just want them to take their installed as damaged goods back and give us our money back.

  Business response

  12/20/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you experienced with your garage door installation and the delays in resolving the issue. We understand that this incident occurred two years ago, and we regret that it was not addressed to your satisfaction at that time. We also apologize for not responding to your BBB complaint sooner. Since then, we have made several changes within our business to improve our service and customer satisfaction. Your feedback is important to us, and we are dedicated to improving our services based on your experience.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My garage door was installed a little over a year ago. Its out of alignment making a huge noise each time we use it. After making 20+ calls, leaving voice mails, D&D keeps sending me to *************** phone # due to my location. Each time saying that location is not operating well. But not trying to remedy situation.Finally, after spending way too much time trying to get them to fix the problem they caused, I was given an appointment date/time. They never showed up! *** since called and left multiple voice mails and sent emails to the person who confirmed the appointment, no response.Im looking to see what recourse I have from here. Small claims court, etc. They just dont care to try and remedy an issue once theyve been paid. Bad management.

  Business response

  12/20/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your garage door and our service. We understand how troubling it is to deal with a noisy, misaligned garage door, especially after making numerous attempts to get it fixed. It is unacceptable that you have had to make over 20 calls and still not received the assistance you need. We apologize for not following up on your BBB complaint sooner and understand your frustration and regret any inconvenience this may have caused. Over the past few years, we have made significant improvements to our business practices to ensure better service and customer satisfaction.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my complaint is against D&D Garage Doors I purchased a Garage Door Opener form the ********** store in *******, ********** is contracted with D&D Garage Door. Several months ago, the Operator Latch detached from my garage door and came crashing down. (This I feel is equivalent to brakes failure on an automobile.) This was dangerous and could have been deadly. I contacted the company they arrived 4 days later.I mentioned to them that because of the heavy force of this huge door, my Garage door was damage. I gave the company pictures of my door as well as the operator latch which had become detached.This company has as shown no concern regarding this terrible incident and was rude and disrespectful. I have asked for a door replacement or monetary compensation. This happened in April and we are in the month of September.I sent a certified letter to the ***************** no one sign the certified card. D&D Garage were rude and nasty and told me they would give me a free quote for a new door., I could have called the News Station and exposed their unfair practices. Again, this was dangerous and could have been deadly for me and my family D&D Garage did not give a verbal apology and they have been rude and unprofessional. The fact that they have ignored that the Operator ***** became detached is horrible. If the Garage Door Opener had been properly installed this never would have happened. The Garage Door Opener was installed 8/20/21 Thanks for your assistance.

  Business response

  12/20/2024

  We sincerely apologize for the distress and inconvenience you experienced with your garage door opener and the subsequent damage to your garage door. We understand that this incident occurred two years ago, and we regret that it was not resolved to your satisfaction at that time. Your feedback is important to us, and we are committed to improving our services based on your experience. Please accept our heartfelt apologies for the inconvenience and frustration this situation has caused. We value your feedback and will use it to ensure better service in the future. Thank you for your understanding.
  Sincerely, D & D Garage Doors

*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. ↩