Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:22/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a new home in which JP garage doors installed an automatic garage door. My home is under 2-5-10 warranty with all labour and material parts being covered for at least the first year, including my garage door. My garage door began malfunctioning not long after I took possession of the home on, in or near the second week of December 2022, it wasn’t operating properly. It would go half way up then come back down or go halfway down then come back up. A quarter of the way up then down again etc. there was an instance where I left my property closed the garage door, returned home four hours later and the garage door was wide open. My particular concerns are that in mid December I was backing into my garage (after waiting for the door to be fully up) and the door came back down as I was backing in and two panels have impact marks on them. I phone JP doors about this issue after the incident and I was informed that they would come out and fix everything, and that the new panels are covered due to the garage door malfunctioning. They were also going to order these two new panels for me, but had to wait until after the holidays. It’s 60 plus days later and I am now being told none of the work for replacing the panels is covered and they don’t know what I’m talking about when it comes to warranty coverage. But they’re happy to come out and fix the panel doors for a fee. They did send a tech out to reset the garage door opener. I also have video of the door not working properly.

  Business Response

  Date: 08/03/2023

  Unfortunately the customer made us aware of any sort of issues with the door after he impacted it with his vehicle.  If the customer would have contacted us when he was first aware of any issues we would have fixed them under warranty without question. The customer has also stated they have a video of the door not working properly.  At this point it would have been a good time to call us to come and fix it.   However, calling us after the fact would be considered negligence and does not fall under warranty.  The installation warranty is covered by our company. The motor warranty is covered by the manufacturer.  We can understand the customer's frustration with something not working properly at the time he backed into his door. In all fairness, we can't be held responsible for a driver not being aware of their surroundings and backing into their door.  We will gladly repair any damage but it will not be free of charge.

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  How is it that a company can say that the damages caused by the malfunctioning motor are covered by warranty work, lose my work request for over sixty days, and then come back and say that the damages are not covered? This does not make much sense to me. I was fully aware of my surroundings when backing into my garage, having a garage door come back down after it is all the way up is something that should not happen. As far as I am concerned this company entered into a verbal agreement with me in December when they told me they would fix the two panels on my garage door, that it was covered and now they are going back on their word. The company was very apologetic when I made them aware of the situation and assured me that it would be remedied, however it would have to be early in the new year of 2023 as all the companies that manufacture panels were closed for the holidays, there none in stock and they would have to be ordered. We had a verbal agreement in place, and now they are not honouring that verbal agreement. 
  
  
  

  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 21/03/2023

  I believe the misunderstanding is that the customer believes we would warranty any damage caused by his vehicle.  We can facilitate a warranty on a motor if it is not working properly.  We can warranty a door if something is wrong with installation.  We can facilitate a warranty on the door if the product is faulty.  We will not ever warranty damage caused by a motorized vehicle operated by the customer.  As stated before, knowing that the door was not operating properly and not notifying anyone is considered being negligent.  We will not be held financially responsible for fixing someone's property if they did not follow due diligence in getting the door fixed BEFORE something happened.  We will be happy to replace the damaged sections at a discounted price, but it will not be free. 

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** *******

   

  Again, this business has failed to respond to the issue at hand, which is a representative from the company who is capable of making binding arrangements and agreements told me that all of this would be covered under warranty, at no cost to me.   Your actions in this string are negligent, as are your non-actions.  Vehicles are equipped with side view mirrors for seeing down the side of your vehicle, rearview mirrors for seeing directly behind you, and turning and looking out your back window provides you with a view of objects directly behind you.  To say that I was not aware of my surroundings is sheer *********.  There is not a family sized SUV for sale in Canada that provides visuals for items that might fall from above your vehicle because it is not logical. With regards to not notifying you right away, it wouldn't have made a difference, it still took a representative from your company two and half weeks to come out to my property and reset my motor.   The words and statements in your response do not reflect the actual circumstances,   Again, an agreement was in place with an individual who can bind the company to replace the two panels on my doors, my work order was then lost for over 60 days, and repeated calls and inquiries into the status of the work to be rendered were ignored by the individual I initially spoke with.  This is negligent. Verbal agreements and arrangements with individuals of a company are contractually binding. 

  Customer Answer

  Date: 26/10/2023

  Hello,
  
  I would like to follow up on this complaint against JP Doors, I have not heard from nor have a resolution regarding this issue, going back to march 2023
  
  Regards,
  
  *************************

  Business Response

  Date: 26/10/2023

  As stated before, we will offer replacing the damaged sections at a discounted price.  The customer can reach out to us for an estimate to replace the sections.  Once approved and full payment in advance is received we will complete the contracted work.  JP Garage Doors will not replace the damaged sections under warranty.