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:22/06/2023

  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.

  On April 28th 2023 I made a phone call to Peterborough Garage Doors asking them to come and have a look at my malfunctioning garage door motor, which was purchased from the company more than a decade ago.
  
  Their technician, Mr. **** ** ******** responded to the call to the scene, examined the situation and stated that the garage door motor is beyond repair and need to be replaced.
  
  Mr. ** ******** has applied a minor touch to the garage motor to ensure that the motor can be properly closed to solve the immediate problem. Mr. ** ******** has promised that should we entrust Peterborough Garage Doors to install the new garage motor, the service fee was conducted by Mr. ** ******** in April. 28th 2023 shall be waved. Otherwise, a service fee is subjected to the service in April. 28th 2023 will be charged upon my credit card.
  
  I decided to go ahead and ask Peterborough Garage Doors to install the new garage motor, and the service was conducted in May. 4th 2023. With the understanding that the service fee from Mr. ** ******** subjected to the service in April. 28th 2023 will be waived.
  
  However, upon reviewing my credit card bill, a service fee of $355.95, which was promised by Mr. ** ******** that shall be waived, was still been charged in addition to the new garage motor purchase and installation fee ($1392.14).
  
  I got in touch with the company for several times and the response I received was Mr. ** ******** was responding to “an emergency service call”, hence regardless of what promise Mr. ** ******** has made, it shall be considered void. Despite the fact that neither Mr. ** ******** nor the company has mentioned about the emergency call on April. 28th.

  Business Response

  Date: 12/07/2023

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

   

  Please be advised that on April 28,2023 we received an after hours emergency service call from the tenant, ****** ********* at **** ********* ******** in Peterborough.  He needed a same day service call  as the Cables were off the door and it wouldn't open.  Customer was informed that same day service calls are classed as an Emergency Service Call and the fee is a 3 hour minimum charge at $105.00 X 3hrs, which is non-refundable. 

  We attended the location, and re-installed the cables back on the door and reset the tension.  We tried to set the limits on the opener, but were unable to.  He needed a new opener.  Please note that the garage door was now functionable manually.

  We were give a credit card to pay for this emergency call.   Please note that Emergency Calls are non-refundable.

  ****** talked to his Landlord about the opener and that it needed to be replaced.  We then received a call from ****** and Mr. **** confirmed that they wished to proceed, and a new opener was installed on May 9, 2023.

  At this time, Mr. **** was in a hurry as he was leaving the country and we were instructed by him to process payment on his credit card like we did prior.

  Mr. **** did contact our office questioning the first service call.  He was informed that Emergency/Same Day Service calls are a flat 3hour minimum charge and are non-refundable, and that work was done on his door (re-installing of the Cables).  Please note that all of our calls are recorded for quality purposes.

  Customer Answer

  Date: 13/07/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20220957, and find that this resolution is satisfactory to me.
  
  

  My tenant was a bit unclear about the definition of the first visit, but after a few lengthy communication with my tenant plus the valuable information offered by the company in the latest correspondence I was finally able to get enough details to piece out the whole story.
  

  The technician, Mr. **** ** ******** mentioned that it was the “inspection fee” supposed to be waived instead of the “service fee”. Which indeed the company only charged 3hr of service fee to my credit card. My tenant did not mention anything that **** came after hour initially, therefore creating an false impression that the company was totally making up a story about “after-hour emergency call”, which got me very upset. **** went a bit unclear in regard to distinguishing between “first visit”, “inspection” and “service”, and the miscommunication from my tenant has exaggerated the misunderstanding. 

  I’ve had experience of getting ******* in house renovation before which set my nerves very tight in this scenario. Right now as I am able to piece out the whole story, I realized I didn't get ******* again and the charges were reasonable. 

  
  
  Sincerely,
  
  
  
  ***** ****