Complaints

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired *** on Feb 21st to fix a broken spring on a garage door. When the tech was going out he called me to state I really needed to do both, honestly this is a rental so I only wanted to do what was needed, which was 1 spring on 1 door, but I agreed. He was out on Feb 22nd. I did not hear anything after that.I in fact emailed the office on 3/2 to check in about if the work was done and about an invoice.This is when I found out that the door isn't working. They are now saying the opener is stripped. Not once did anyone call me to tell me this, while they were there or afterwards. I asked about getting that fixed and a time frame. The office stated they would have to call me back. This went on for weeks. They would call me about the invoice, but wouldn't know anything about the opener or getting that fixed. Their answer was always oh let me talk with the tech and call you back.I receive a letter from them yesterday 5/25, stating I needed to pay the invoice or they would put a lien on my property. This was interesting because they had yet to tell me how I can fix the opener/door. At this time I think they don't know what they are doing or they in fact broke it and don't want to own up to it. I called the office and they were so rude, yelled at me, cussed at me, told me to look in the mirror at my own self, and they hung up on me.All because I was trying to figure out what is going on.I have never been spoken to that way in my entire life, let alone by a company, the owners wife, and the front office lady.I have paid this "outstanding invoice" of $173 but yet still do not have a working door or any resolution to get it working.

  

  Business response

  05/26/2023

  We visited with the customer several times regarding the door repair issue and customer continued to be argumentative re both springs being replaced instead of just one. With extension springs, both springs have to be replaced for the door to work properly and be balanced. Also, gears were stripped on the opener. We explained this to the customer and the technician explained it to her as well. She continued to argue with office staff and called the office person a name and it went downhill from there. We apologize for that and have credited the customer's account for the repair that was completed (springs). Opener needs to be replaced or contact a Genie dealer as we do not carry Genie parts.

  Customer response

  05/26/2023

  Complaint: 20108636
  
  I am rejecting this response because: That is not the course of events by any means. I agreed at the very beginning to have both springs replaced and that would have been that. If that was done, the door worked, and I was sent an invoice to pay.
  HOWEVER- I never heard back after 2/22, I followed up on 3/2 to only find out the door is not in working order. No one ever called or notified me of this, no one sent me an email, nothing. Never did the office follow up with me to let me know next steps on what to do or how to get it working. Every time we spoke it was always let me talk with the tech and get back with you, I am not sure about that let me check an get back with you.
  I never wanted both springs replaced to begin with I only did this because I was told "I had to to get the door working properly". So when the door wasn't working properly why did I need to have ********* replaced. This doesn't make sense to me.
  I don't work in garage doors, but the door was working just fine before this 1 spring broke. How does 1 spring breaking mean that opener is now stripped...
  

  When I called in yesterday, I spoke with the front office ************* who transferred me to the owners wife, she was VERY rude, telling me to look in the mirror at my own self, I was rude, I was condescending, I was a bad person, she even said "what do you just want us to get get the springs back then", very argumentative, etc and then hung up on me. I called back because maybe we got disconnected? I was giving her the benefit of the doubt.
  I was not being rude, raising my voice or saying anything inappropriate only questioning the course of events and what happened with all the miscommunication. I had been waiting this entire time for them to tell me when they can get the opener and when they can get it fixed.

  When I called back I got **** again, who was just as mean and rude. She offered no solution no nothing, no action being taken other than to tell me how rude and bad I was, even though I was calling in (yet again) to figure out what to do with this door that hasn't been working for 3 months. She was continuing to be very rude and mean to me in which I did eventually loose my patient with her and I hung up.

  This could have been solved very easily with professional communication and next steps.
  
  I also am not sure what a "credit to my account" entails. How much? Will a receive a refund? Or is it best to cancel the check I sent out already. 

  
  Regards,
  
  *************************

  

  Business response

  05/26/2023

  Customer invoice in amount of ****** was credited to customer's account, i.e., we cancelled the invoice. There is no balance due.

  Customer response

  05/26/2023

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

  I would use the term "satisfactory" very loosely. I believe that both parties have spent way more than $173 dollars worth of time on this issue in the past ********************************************************************* the first place? If you want to collect your ******************'t you get more bees with honey? Right ladies....(this one was of the things that was told to me on the phone yesterday that I needed to know and work on)
  
  But hey I guess I just like to be in control of every situation..... again something that the ladies told to me on the phone yesterday.
  
  I am normally not someone who puts up a big stink about something, I don't send food back at a restaurant or make a fuss about much. But this was way to far that these gals took it yesterday and I think crediting $173 is a SMALL AMOUNT of what they could do. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 02/03/2023, I had a new garage door installed. Once the installers finished installing my new garage door, they connected my existing garage door opener (which was working great before they installed the new garage door). After they connected it, the installers claimed that the opener didn't work because they can't set the opening and closing limits. They pretended that they were working on my opener for over one hour. After they couldn't get the opener to work, they said that they needed to call their master technician. I waited for over one hour and he finally showed up. . He started working on the opener and then started telling me stories about why my opener will not operate. He said my opener is to old, the new door is to heavy and the motherboard could be fried. He came up with many excuses about why the opener will not work. He worked on the opener for over 30 minutes and then came down off of his ladder and went out to his vehicle to get a binder that had brochures of new openers and prices. He tried to sell me a brand-new opener and he said if I pick one, he could install it the next day. However, I was skeptical and called to schedule an appointment for a new opener install and they said that they couldn't install it until the upcoming Wednesday, which was approximately 5 days away. Thank God, otherwise, I would have been out of $713. Later on, this night, I couldn't sleep at all because I was so worried about how is it possible that my opener was not working. The next day, I decided to ******* how to set limits on an opener. I found a great video of a opener exactly like mind. I connected my opener to my new garage door and I started the video and I followed the instructions. It took me approximately 5 minutes and now my opener it working perfectly fine. In addition, I am requesting compensation for my inconvenience of using my own vehicle to search for missing screws and bolts for my new garage door and the business provide with a written apology.

  

  Business response

  03/22/2023

  We are aware of the issues encountered by ********************. We are very sorry for the inconvenience and for leaving screws in his driveway. We are willing to issue a $50 refund as compensation for his time and aggravation. Please let us know if this is acceptable.

  Sincerely,

  *************************
  

  Customer response

  03/22/2023

  Complaint: 19630668
  
  I am rejecting this response because:I paid over $1,700.00 for my garage door and the only amount they can offer is $50 lousy dollars; this is ridiculous. They didnt leave screws in my driveway, they failed to put screws in my garage door and my garage door frame. I had to get the screws to finish securing my garage door and frame from C & G Overhead Doors. I was told that I would receive a phone call from the owner and he never called me. The manager by the name of ****** refused to talk to me about my issues. This business needs to at least refund me with a minimum of $200. This disregard for not knowing how to provide good customer service is direct reflection on this business. This company does bad business and I dont appreciate them for what they did to me and my home. They totally disrespect me and my home.
  
  Regards,
  
  *********************************

  

  Business response

  03/28/2023

  I apologize to *******************, I was not informed of this issue until now. I will have a refund check for ****** mailed to his home address if that is acceptable. I remember the incident with his opener, and the installer who tried to sell him a new opener rather than repair the existing unit no longer is working for us. Again, I apologize that we did not handle the situation more promptly. Please advise if the refund is acceptable and I will see to it that a check is mailed promptly.

  *************************

  Customer response

  03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will accept the refund for $250.00, please let them know they can mail the check to my address as soon as possible. Thank you for your assistance.
  
  Regards,
  
  *********************************

*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. ↩