Complaints

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted business originally in march to program a garage door opener. The company oil parts and put a shield guard on. $385. The came back in October because my door was off the track $260. Now by garage won't open in December. They say I have to pay for parts. I haven't had any problems with my garage until they worked on it. I don't think I should have to pay again.

  Business response

  03/22/2023

  Business Response /* (1000, 14, 2023/01/03) */ We are reaching out to the customer to go out and evaluate the issue. If the customer is required parts unfortunately there will be charged. No parts were used in the past. This could be a totally different issue.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have used this company before for a garage door repair earlier this year. While I felt it was overpriced and expensive then, the technician I worked with made me feel comfortable and helped educate me about what he did and the repair being done. He was honest and up front before doing it which made me feel ok about the service being completed. I decided to use this same company for another repair needed this past week. Not the same experience with this different technician. From the start he was evaluating the issue with the garage door. He was looking around and tightening things to see if that helped the issue. Upon completion of his initial troubleshooting, he decided to tell me the only option was a replacement of the garage door opener - totaling $250 for replacement and $750 for a garage door opener by the ***********. These are relatively inexpensive garage door brands you can purchase at ********** or ****** for a few hundred dollars at most. I was absolutely appalled. The technician then went on several tirades about how much he made on the repair and how each time he tried lowering it, it was money out of his pocket and essentially doing this for no profit to himself. It was repulsive and to think he was marking up the product by 300-500% is unethical and corrupt in my mind. On top of that, he tried to charge me $100 on top of the $40 diagnostic fee without asking me if it was okay to proceed. What originally was a company I wanted to use again, that was quickly reversed. I felt I was being ripped off, taken advantage off, and pressured into something that was unethical. I called the company to speak with a supervisor who said she would look into it and call back within 24 hours to provide a remedy. That did not occur. I followed up twice to get ahold of the supervisor to get an update - no response and no callback. This company is sketchy and does bad business and consumers should be aware of their business practices. I want my $40 back.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This all started over 5 months ago when I called to have an estimate on my garage door took them 2 missed appointments and finally got a guy to show up then the guy said well I need another guy to help me so they rescheduled again they missed 4 appointments and this isn't calling me to let me know they were not coming this is me missing not just these 4 days but 2 prior waiting on them all day to show and everytime I have to call them and ask where is the guy :/ they just reschedule and rescheduled me. So I gave up. Then yesterday I called and asked if they could get the garage guy back out and to please let me know if he wasn't going to show.. well he did show different guy that the first time but nice and assisted it gave me the estimate and after 5 months of waiting for this estimate it is extremely high. So I kindly refused to have the service completed and thanked him so much for coming and he comes back and says I have to pay $40 which this I know has nothing to do with the sub contractor but I told him why on earth would I pay a $40 service call fee if this company has made me missed 6 days of work not one not two but 6!!!!!! And now they expect me to pay a service fee for driving to my home and having a 5 minute assessment . Normally I wouldn't care to pay this in any other place but I call and told them I don't feel I need to pay this due to their unprofessional ways the past 5 months that I've been stood up by them and she tells me very rudely that I must pay and got extremely loud and yelling and rude like she's cast calling for Jerry springer. Sorry but this place, customer service and service are the worst I have ever dealt with in my life!!!!! Take down the add on your website that says free service calls in Dallas and the ******** fliers in the Valpaks that say free service calls and learn how to hire educated people to answer your phones and learn to listen not scream at the consumer!

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  9/4 I was aware I had a broken spring, the man I spoke with when I called said if the spring was broken, it would not open. It was making a humming sound as well. When the technician arrived he said the plates might also have to be replaced. I said I did not want them replaced if they were not bad, and I was worried about having to replace the motor which I knew was expensive. He assured me it was not the motor. When I went back out to the garage, he said the plates needed to be replaced, they were dusty. He had never provided me with a cost of the plates either only the springs.At that point I had no choice. When he left the garage door worked. I left and when I came home the garage door would not open.I called back, and he returned yesterday morning.He said it was the motor, the motor had gone bad and it would be about $650 to replace. He said he had not checked anything in the motor when he was here on Saturday.. I told him I could not afford that since I had just spent $650 on the other repairs. I told him I had not needed the plates, and he said they were a part of the spring package. They were not. I was charged $199 for end plates that are $35 a pair on line. I would have liked to have seen the bad plates, but he never let me know he was putting them in. I haI feel I have totally been ripped off. And when I was planning to pay by Visa they charge me a percentage to use my Visa, so I paid cash. I did not receive a receipt in hand, only via email. I would have then seen the charge for the end plates I have since replaced the motor for less than $400. He told me I should stop payment on my check, as they had totally ripped me off. But the check was cashed, even though I requested not to cash till the tech came back. I would like $200 back for the cost of the plates. I have called them, no one returns the call. Date of repair was 9/4/22. return date was 9/6/22If you need further info, please contact me.***** ******

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Called on Monday 8/1 to repair belt. Scheduled for Wednesday. Received texts postponing to Thursday and then Friday. Says that they can order belt and install Tuesday but would have to pay $50 as down payment. He tried to loosen a roller so that I could lift door easier manually. He has a hard time, so he takes it off and proceeds to hit it with a hammer to the point where he said that he was going to have to replace the roller. Text postponing to Wednesday. Tech comes and says that someone forgot to order the part and he doesn't have belt. I ask if there will be a discount and he says yes. After many more daily texts, the following Thursday he arrives. Before he installs, I ask what kind of discount I would be receiving. He said none. I inquire about the coupon on his website and a text that I was sent saying that the next service call would be free. He said no discount and they won't honor any of these discounts. I told him to leave. I call another company, who is able to fix the following week. While here, he says that the spring that Neighborhood Garage Door Service, Inc. replaced the previous year was too small, which while working now will shorten the life of the spring. Also, he noticed that when they replaced the cable a few months ago, they didn't balance the door. It cost me hundreds of dollars to fix their previous actions, including a new set of rollers.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a coupon and called the company to come out and look at my garage door I asked him what the charge would be before they come out their site says it is free but they told me they would charge $30 the man that looked at the problem told me what he needed to do I ask how much is it going to cost he would not tell me I said I need it totally fixed about an hour and a half I went outside he stated he could not fix it but he recommended somebody that would then he commenced telling me how much it would cost again I never agreed to the price never he originally wanted to charge me over $900 for less than two hours work and a few parts which were not needed changed but he changed them and he damaged the rails to my garage door to put these new parts in I did not agree to anything he was going to do and told him so When he left the person he recommended showed up gave me a quote of $155 if he had a done the work but said the work was not needed but he did fix the door it was not fixed with the other company he charge me $125 I called the company explain to them everything and said I was willing to do something but not what they were asking because again I never agreed to the price and the price they charged and yet did not fix the problem I'm an engineer if I do not fix the problem they do not get charged that's the way we work I only realize the cost when he went on his tablet and started punching buttons again I did not agree to any of the prices he was charging I told him to put the old rollers back in he did not the gentleman that did fix the door ask for the rollers so we could put the old ones back in to give them the new ones because that was the only price for parts again there is nothing in the bill on the parts this is all labor for less than two hours work they even said I could get a whole new garage door for $1200 after the fact If this is the way they do business they are hurting a lot of people I am 70 years old Thank you

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Neighborhood garage door service came out to inspect my broken garage and completed the repair without first providing me a quote they were misleading by asking my 20-year-old son who was there at the time for an email address my son was under the understanding that he was going to send the me the property owner a quote before he did the work he then asked my son for payment which my son provided a credit card assuming that the technician had received approval for the work and quote and the company charged excessive amount for work that is out of industry standards normal pricing they charged double for the parts. I asked to void the contract and as stated on the terms and for a 225.00 refund for the over charge of the Garage door springs.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had Neighborhood Garage Door Service in Indianapolis come out because my spring on my garage door had broke, 06/11/22. They replaced the springs with a mismatched pair but Tyler said that it did not matter. He had trouble getting the door to work, he adjusted my garage door opener and finally got the door to go down. Less than two weeks later the garage door was not working again. We called and they were sending Tyler out but the My husband had Covid and we cancelled the appointment. We rescheduled but requested someone besides Tyler come out. Rasheed came out and said the springs were unbalanced. He balanced them again and then left. A little over a month later the door would not work again. We disengaged the opener and the door would not stay open, which means it is unbalanced. Called Neighborhood garage again and they were sending out Tyler the next day, In the meantime we got a second opinion because I had lost confidence in Neighborhood. They told us the doors were unbalanced, the springs were not right (one was marked year 2015), and a cable had come off the drum due to the unbalanced springs. At this point I had the new company fix the problems. I called the neighborhood garage company and told them what was going on. They informed me that once another company touched their work their warranty was void. This company did substandard work and then did not stand by their workmanship. It's not that the parts were defective, it was that they were incorrect and we're still causing the door to not function.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The service tech came out to repair one broken cable. After assessing the problem, he said two cables would cost 127.00 and it take about 45 minutes . Then he starts calculating everything for a total of 975$ I immediately said this was an impossible estimate. I told him we have used the business before on 3 separate occasions (2 broken springs) Those repairs cost less than 300.00 at the time and if he apply a loyalty discount . The tech guy then calls his boss and puts me on speaker phone. I tell the boss this pricing is outrageous. We start a bidding war and haggle over the inflated imaginary price. Out of desperation I offered 500.00. Then they came back with $600 including taxes. They agreed. When the work was completed. I received the bill by email. The bill came to 636.00 for 1 and a half hours of work No disclosure made of 3.5%credit card fee. No disclosure made re the broken cable recycling fee of $15.00 added. I would have put it in my trashcan. By the way, the price quote for replacing of the 2 cable replacement wires was 127.00 ! I have since looked up the cost of a 7 foot cable and they are less than 30$.This business needs to be investigated for its shady practices , its lack of transparency pricing and charging whatever they can get away with.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Set up an appoint for a "Lube and Tune" that was advertised for $39.95. Garage needed new rollers and a new bottom seal. Tech replaced the rollers. Said he would order a new seal and be back the next day to install it. Paid the bill ($509.47) only to find out that the cost went up AFTER I paid because there was a debit card "service charge." Next morning - appointment gets moved from 9-12 to 12-3. Then 3-6. Called numerous times to "Dispatch." Very rude. Could not tell me when a tech would be out. Also asked about the service charge and the dispatcher said, "Well, the tech should've told you about that. Nothing I can do about it." Original tech from the day before was conveniently "off" on Friday. No one knew about me needing a new seal. Finally a different tech came out at 9:00 p.m. Did not have the seal. Said he could order one and be back out on Monday night. That tech came on Monday night around 5 p.m. and installed the seal. I asked about the service charge and was told that I would get a $25 credit back on my card (which I eventually received, but it took numerous phone calls. As that tech was leaving, he noticed stains on my garage door that were caused by lubricant overspray from the first tech who did the lube and tune. He made an attempt to clean them off, but failed. He said he could get a pressure washer and be out the next day. Couldn't get a response back from that tech the following morning. I called the "Dispatch" again and they asked for pictures of the stains. They called back and said the original tech (who created the stains in the first place) could come out on Friday morning to try to clean it. Otherwise, they would paint the door. I canceled that appointment because that company has already done enough damage to my garage. Door (and all accessories/materials, opener) should be replaced at their cost. THEY CAUSED THE DAMAGE. I DID NOT CAUSE IT!

*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. ↩