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Business Profile

Garage Doors

The Door Company Inc.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:29/08/2024

    Type:Service or Repair Issues
    Status:
    ResolvedMore 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.
    19-06-2023 - deposit paid $7650. Garage door opening was measured multiple times by the company and each time we stated it was to go to the floor. The contract doesnt show any structure under the door frame and therefore we believed it to be to the floor. There quote states "A measurement and evaluation of the premises by a professional is highly recommended and will confirm the precise cost of your project". This was done by them and again they were told it was to go to the floor. When they started the install, we realized it wasnt going to go to the floor so we stopped them and our business partner contacted the owner to get resolution. Nothing was done and they didnt reach back out to us. Our business partnet died on Canada Day 2024 so i reached out to them and asked for a refund. I met with the owner and asked for a proposal from them for a refund. They stated everything was custom but this is not true as they told us they would need to frame the opening to fit the hardware, if this was all custom then no framing would be needed. We have heard nothing from them since our last meeting and my email goes unanswered.

    Business Response

    Date: 30/08/2024

    I was contacted by a staff member of the bar that knew we did this kind of work. In discussions i was told that they wanted to replace the bank of windows in the front of the bar with an full view overhead door. We have done this for many other locations over the years. we discussed the type of door the framing and electrical that would be required and location of the operator above. the framing was to be done so that there would be secure mounting for the tracks and door. The door was scheduled and the crew arrived on site to install. This is the first time i heard anything about the door going right to the floor. discussed the options with **** and he wanted to wait till spring to do the work due to the time it would take to order the required parts to increase the height of the door. The drawing in the document that they provided clearly show the dimensions of the door that they agreed on. 

    it was late spring when the clients reached out and we met on site and discussed what was required and the extra cost to complete the work with the changes. There was to be confirmation from **** on this. I then heard from **** and met with him at their other location where he said that they wanted to cancel the complete job and wanted a full refund. I had said that it was not possible as the door was ordered specific for their site. 

    I do apologize for the delay since then. 

    My proposal would be that they pay a 25% restocking fee on the door only as it will not be an easy sell due to the specific size. I will remove the cost of the electric operator as i am able to resell it to another client.

     

    **The drawing in the document that they provided clearly show the dimensions of the door that they agreed on.**

    I look forward to a resolve in this matter. 

    Customer Answer

    Date: 11/09/2024

     
    Complaint: 22217000

    I am rejecting this response because:

    Hi

    Please reopen the compliant and we will accept the 25% restocking fee approach.  Please have the business issue a refund less the garage door restock fee.

    Regards 

    **** ******
    M: ************

    Business Response

    Date: 24/09/2024

    I will work on this refund this week. I will reach out to **** B directly to resolve. 

    Thank you 

    Customer Answer

    Date: 24/09/2024

     
    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.

    Sincerely,

    **** ******
  • Initial Complaint

    Date:06/02/2023

    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.
    We had the door company come install 1 garage door they came and it was the wrong measurements, so they needed to come back but with the door being wrong they ended up breaking our ceiling lights, 2 weeks later they arrived and fixed the door after they left we received a bill saying 0.00$ owing, 2 weeks went by didn’t hear anything then they send me an email saying we still owe money, when I sent them the bill we received of 0.00$ owing it took another 2 weeks to hear from someone but still no answer just running in circles, then it was the sales manager who messaged explained to him the same thing and still nothing back from them for another week then I scheduled a call with the manager but when I call him he tells me he is in meetings all day so can’t contact me…..that was last Wednesday still haven’t heard anything this is horrible customer service haven’t gotten any answers we’ve literally had this on our mind since December, i have all the copies of the bills they sent us and all the emails if ever you would need any of that

    Business Response

    Date: 28/02/2023

    I have just regained access to the *** site. I will be looking in to this complaint and will reply to the client and to the *** within 48hrs. 

     

    Thank you 

    *** *****

    Customer Answer

    Date: 01/03/2023



    Complaint: 19340062



    I am rejecting this response because:

    we have waited months for a response there is nothing that can make up for this horrible customer service, clearly no rush was ever taken for our questions, they need to be held accountable and need to just leave us alone, it clearly hasn’t been to hard for them to ignore us 



    Sincerely,



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

    Business Response

    Date: 02/03/2023

    Again I apologize for the delays in resolving this issue. Regardless the issue still needs to be resolved with an agreeable outcome for both parties. 

    In looking at the series of event this is what i have found. 

    Door install Dec 09 / 22  (issuewith tracks) , invoice issued for full amout, 50% balance owing, schedule to return

    Door Completed Dec 29 / 22 (replaced tracks, confirmed complete) $0.00 invoice sent for the return trip, 50% balance still owing

    Unfortunately i do not have records of when calls were made and who was spoke to about this issue. There was a break in the communication chain (which is regretable) with the client and our office.

    I received the issue through the *** Feb 28 and started looking in to it. As promised i said i would respond within 48 hours with findings. 

     

    So in the clients complaint there was mention of a damaged light, we are or have always repaired/replaced/ covered cost of anything that we may have damaged.

    My offer for resolution is as follows

    1- We have our Elecrician reair/replace the damaged light

    2- We offer a good faith credit of $200.00 off of total balalnce owing

    3- We receive from client balance owed after repair and credit

     

    If there is anything else that needs to be discussed or agreed upon I can be reached at

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

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

    ****** ************************ 

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