Complaints

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Years prior I have had nothing bad to say about this company and their service, they have always been very helpful, in 2023 I decided to grow my business and build a shop, went to warren to get my doors because they have always been good to me, ordered and installed, once in use I noticed one door had an issue, rubbing scratching the panel, I called and called to get them to come out, they wouldn't return my call, over 2 months so I made a trip to their office, everyone was shocked that I was there, but I stayed professional and we talked about it, finally they sent someone out, adjustments were made, and if it worked with no issue rubbing now they would replace panel, after 2 months never heard a thing, many emails, now the large doors have a surge as they start to go up and have been told that's normal but nobody has came to look at it, emails are not returned for over a month and usually I have to send 1 or 2, now they are trying to tell me i have to pay for the panel if they come repair it, but this is from their install fault, i just want the panel repaired and surge fixed, i am worried about what this is going to cost my business down the road when they will not help me now while it's new, what will happen later please help, thanks, ****

  Business response

  06/06/2024

  Please see attached letter. Thank you for taking the time to review our response. 

  We are writing in response to the complaint filed on 6/4/2024. We are disappointed to hear of this complaint being filed with the BBB. On July 25 through 27th , 2023 we installed the following items for the customer: (1) 30’ x 18’ new door and operator (1) 29’ 8” x 18’ new door and operator (1) 12’ x 18’ used door and new operator (1) 10’ x 8’ used door and new operator (second used 10’ x 8’ door and new operator installed 9/21/2023) Total project cost = $64,446.50 During the bidding phase of the project customer requested the tracks on all the 18’ high doors be inclined. Incline was needed to allow the tracks to clear the crane/hoist being installed in the building. Roof slope on building was to be 1/12 pitch. Field modification is required for track incline when roof has 1/12 pitch. During installation, field modification of tracks on all 18’ high doors was performed to achieve track incline. All doors were functioning, and without damage, at this point in time. On 9/21/23 Warren Garage Door (WGD) serviced the 30’ door as it was noisy. At this time we found two rollers were bent. WGD was unsure what caused the damage to the rollers. Replaced the bent rollers and serviced door at no charge. Large commercial doors should be serviced every 6 months at a minimum. More often if door is used frequently. On 11/10/23 customer reported an issue with the 30’ door. WGD personnel made a visit to site. Could not find any issues with the door at this time. Customer was not present during site visit. Found sections had some oil canning. However, oil canning is typical with steel products and is not considered a factory 

  Business response

  06/12/2024

  Please see attached response. 

  Customer response

  06/13/2024

  I have a few questions,  could bbb contact me? 

*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. ↩