Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11-15-24, said company came to my address to fix a arm from a single garage door and opener that had pulled off from my garage door when opening. The person who did not give his name told me my springs were broke. Stated $750 but wasnt able to fix same day. He had to come back. Then advised to replace door quote $2400. Installed. Replacement ( 2” insulated). Asked for $1040.00 down which was $1000 down for the door and $40 for the service call. I put this on a credit card. However, that evening, I researched how much a 2” insulated single door cost and knew at that time I was being ripped off. I called the next morning and told them I was cancelling the order. I called another door company who came out and lifted the door and told me the springs werent broke. Just a common fix of the arm that had come off the door. So not only was I being ripped off, I was being lied to about the springs. Company allowed the charge to go through my credit card 4 days later and then I had to file a dispute that is ongoing to this day. They only want to return a portion of the money stating the service call cost $225.00 instead of $40. The arm was on top of the garage door that prevented the garage door from closing all the way. I was asked to push the garage door opener that retracted the arm and the door came down. This company feels this warrants charging $225.00. I would agree this warrants the invoice charge of $40.00 as they wrote it as nothing was needed to close the door. And to top it all off, after the door came down with springs intact. Once the door was down he warned me not to touch the door because it was “dangerous”. Because he didnt want me to lift the door to find out the springs were not broken. The second door company that came out quoted me same door with install $1000 dollars cheaper.

  

  Business response

  12/19/2024

  Dear Better Business Bureau,
  
  Thank you for allowing us to address the concerns raised by the customer. We value their feedback and deeply regret that their experience did not meet expectations. After reviewing the details of this case, here is the information we have:
  
  Thank you for sharing the customer's experience. We're truly sorry to hear that our service did not meet the desired expectations. After reviewing your file, here is the information we have:
  
  - The customer has requested the highest insulation door from our technician, which is superior to the door they have bought from the other company, justifying the price difference.
  - Our door, Model 3200, 2" has an R19 insulation rating, which is our highest model.
  - The door they purchased from the other company (Model 3000) has an R9 insulation rating, which is the entry-level for a 2" door compared to our, which our has insulation of R19.
  - If windows are added to the Model 3000, the insulation drops below R5, as they are single-Glass non-insulated windows.
  - In contrast, our double-glass insulated windows maintain the door’s high insulation rating, justifying the price difference.
  
  Regarding the repair our technician performed at the location, here is the report:
  Upon arrival, the technician climbed over the stuck door to prevent damage to the panels. He was able to close the door without causing further damage, after which he showed the customer the broken metal bracket. He explained that, while the door itself was fine, the issue could be related to the internal springs, which the customer mentioned had been a problem before despite the door was still functional. Given the broken metal bracket, he was legally obligated to advise them not to use the door, as it posed a safety hazard.
  
  The technician offered to replace the springs as a preventative measure based on their previous experience with the door, but the customer opted for a new door with maximum insulation. He provided a sample, which they agreed to, and they paid the deposit.
  

  On the following Monday, the customer decided to cancel the order. We refunded the majority of the deposit, deducting only the amount for the work completed to safely close the door and prevent additional damage.
  Regarding the $40 mentioned by the customer: This amount reflects the credit card processing fee, which we cannot refund. The total charge for the work performed was less than $175. (around $135).
  

  As a gesture of goodwill, we are willing to refund the remaining amount if the customer feels the service provided by our technician does not justify the charge. However, since the customer has filed a dispute for the entire amount, we are unable to process the refund for the remaining $135 at this time. We must await the bank's decision, after which we will be more than happy to issue the refund.
  
  Nonetheless, we appreciate the feedback and wish the customer all the best.
  
  **** *****
  Proactive Door LLC
  

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