Complaints

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July I contacted the company about our garage door opener not working. They completed a repair on July 12 and charged $145. On October 22, the garage door opener failed again. When I opened it, I could see that the gear that they had just replaced had already disintegrated. I contacted them by message on Oct 22 and got no response. I then called them on Oct 24 about this and they now say it is probably not worth repairing the garage door opener. They never suggested that this was the case in July, in fact, the technician had agreed that I could expect many more years of service from the repaired opener. They offered a $90 discount on a replacement garage door opener. I told them I would like a refund of all or most of the $145 and then they can give me a bid on a possible replacement opener. They refused this and gave me a price quote for the cheapest option that they have, I told them I was not interested in the suggested product at that price.

  

  Business response

  10/27/2022

  On Friday, July 8th, at 9:43 am, we received an online request form from *******. His comments read, Our ~25 year old Lift-Master Series **** needs a new drive gear, if it is possible to replace that. Motor runs and worm gear turns, but drive gear is worn out. ****** called the customer at 10:02 am, the customer didnt answer, and she left a voicemail to call us back to schedule.
  On Saturday, July 9th, at 2:12 pm, it looks like **** called in, but hung up after being on hold for 1 minute.
  On Monday, July 11th, at 9:00 am, **** called in,and left his phone number for someone to call him back, at the call center. He then called in at 10:07 am, and got a rep from the call center, who booked his job for the next day, Tuesday, July 12th, with an **** am arrival window.
  The tech arrived and replaced the gear as the customer requested. The customer did not express any interest in replacing his old opener. He paid and signed the invoice, and the tech completed the job at 9:04 am, on Tuesday, July 12th. That same day at 9:53 am, we received a 5-star ****** review from ****, stating how pleased he was that we were able to replace the gear on his 25+ year old opener.
  On Saturday, Oct 22nd, at 11:48 am, we received another online request form from ****. His comments read, We paid Anytime $145 to repair our garage door opener in July. It is now broken again and the gear that was replaced has already disintegrated. No one is in the office on the weekends. Someone from the office would have called him before close on Monday, Oct 24th.
  ******* called in at 10:07 am on Monday, Oct 24th and got a Rep at our call center. Then, at 10:47 am the same day, *** called the customer back, per his request to talk to a manager and to possibly schedule a tech to come back out. *** explained that given the openers age,the likelihood that a different part is now failing is high, and that it may not have been evident at the time the tech was out in July. *** suggested that a full replacement is strongly recommended at this time and that he would waive the minimum service fee, even though this was past the 60-day callback warranty. The customer reluctantly agreed, and *** passed the call to me (******) to give the customer pricing and availability. I got on the call and told **** pricing for a new opener. He demanded a mostly to full refund for the service we provided back in July. I said that we could apply the total of what he had paid towards the new opener. He was not satisfied and wanted the refund to his card. I said that I could not do that since this service was well past our 60-day callback warranty. He let me know that he was going to try to dispute this through his credit card and hung up.
  In summary, we normally recommend openers around this age to be replaced. We will repair them upon customers request. In which case, they get a 60-day warranty. Openers this old would have multiple components nearing the end of their life cycle.

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

  Customer response

  10/28/2022

  The company now says: "In summary, we normally recommend openers around this age to be replaced."

  They did not recommend or even suggest that to me, prior to replacing the part. They never gave any indication that replacing the part was inadvisable at all.  

   I am not a garage door opener expert. Anytime Garage Door's website says: "Count on us for world-class service on every make or model of garage door and opener." They are the experts, they replaced the part without hesitation after evaluating the garage door opener. At least I assumed that the condition of the opener had been evaluated by the technician, prior to replacing the part. 

  Had the the company said: "Yes, we can replace that part, but we would not recommend doing so, given the age of the opener. Openers this old would have multiple components nearing the end of their life cycle.", as they now are saying in the complaint response, I would not have had them replace the part. 

  When asking an expert if a part can be replaced, I would expect the expert to give a full answer such as the above. 

  With their failure to do so, I have lost the confidence in this company and so do not wish to have more work done by them.  

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