Complaints

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company wrote us a quote to raise ********** for around $1800 and came out to put it in and did not bring a motor for the garage. We were told that the ENTIRE job would be covered when on the phone with the manager. My fianc called the manager to ask why the motor wasnt ordered and she told him it wasnt included. When my fianc asked for the phone records to prove that he was told otherwise, the manager was rude and said that those did not exist. So he then asked for the original invoice to be sent via email which she also denied him. We are extremely upset and feel ripped off by this company and if not resolved, we will be looking into legal action for not receiving ALL of the equipment needed to complete this job. Why would we pay to have ********** raised and not be able to use it when the job is entirely completed.

  Business response

  12/29/2022

  After receipt of this complaint, I promptly reached out to my residential operations team to gather all the background information. The quote process for this additional work was started by someone who isn't typically a part of that process because of absences in the department due to illness. When the quote and details were handed off, the scope of what was to be included wasn't fully communicated, which resulted in the misinformation that the motor the customer requested was not included in the price. Once it was confirmed on our end that the error was definitely ours, we contacted the homeowner and communicated that the motor would be installed for the originally quoted price. That work was subsequently completed by our service department on 12/29/22. 

  Customer response

  12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is on behalf of my small business Pet Supplies Plus located at the address provided. Upon our automatic doors displaying a message to "call for service" on the keypad, I was connected to Assa Abloy via the 800 number displayed on the keypad, to come look and see what, if any, service was required. They showed up only to advise us that the keypad needed to be reset and that someone else had the device and they would come back. They pre-charged my business credit card $410 for "service and parts, travel fees, labor", etc. for a "service" that was never performed. I inquired as to how they could charge my card with no invoice (still have never received) or approval from me to which they responded via email (attached) without any detail or invoice. The technician then shows up the following week with the device to reset the keypad so that it "wouldn't display that error for a very long time". He performed no other service and said the door was working properly. The following day I received an invoice for ANOTHER $492 for travel fees, labor hours, etc., again for a reset of a code that took a few minutes with no other repair or maintenance performed. They are basically trying to charge me over $900 for a guy to show up and do a 5 minute reset of a keypad. How is it my fault the technician didn't have his equipment the first time for a seemingly common reset? And if he did spend 1.5 hours in my store, the better part of that was discussing treats for his Yorkie with me. Help! I've never experienced anything like this in the entirety of my professional career.

  Business response

  11/03/2022

  This issue has been resolved.  A partial credit was approved and issued to this customer on October 28, 2022.   

  Customer response

  11/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their resolution is to only charge me $495 to reset the keypad which is satisfactory to me to be done with this company, however Im still waiting for them to finalize charges to close this matter out as I was told I still owe them $77 to get to the $495. I just need to be sure that is all they charge me and need something stating I no longer owe them anything so we can all close this matter out and I can feel confident the open invoice doesnt end up in collections at some point  

  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. ↩