Complaints

This profile includes complaints for A1 Garage Door Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A1 Garage Door Service has 99 locations, listed below.

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  A1 Garage Door Service

  3254 E Broadway Rd Phoenix, AZ 85040-2805

  
• 

  A1 Garage Door Service

  8601 N Black Canyon Hwy Ste 103 Ofc Phoenix, AZ 85021-4155

  
• 

  A1 Garage Door Service

  240 Jennifer Dr. Suite 101 Cottonwood, AZ 86326

  
• 

  A1 Garage Door Service

  181 State Route 179 Ste 5B Sedona, AZ 86336-6106

  
• 

  A1 Garage Door Service

  3417 Roger B Chaffee Memorial BLVD SE Suite 303 Grand Rapids, MI 49548

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:01/24/2023

  Type:Sales and Advertising 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 12/14/21 I purchased a 12-month A1 *************** membership. I canceled the membership on 11/04 after paying a prorated amount of $71.60. I met the one-year obligation, but they continue to charge my credit card, I expect them to give me a refund on the fraudulent charges that occurred in December and January and to stop charging my credit card!

  

  Business Response

  Date: 01/26/2023

  We will confirm the cancellation of the membership and refund the last 2 months to the customer. 

  Customer Answer

  Date: 01/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:01/13/2023

  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.

  A-1 Garage Door is currently advertising a $39.00 tune up special for your garage door. ****** came out did the tune-up and I was charged $79.00. When I questioned the price I was told that the $39.00 was for inspection only. No tune-up included. Not what I was told when I made the appointment. This needs to be looked into.

• Initial Complaint

  Date:01/13/2023

  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 November 4, 2022 I had A1 Garage Door Service, ********, ** come out to fix an issue with my garage door opener. The service tech/supervisor also recommended a new garage door. The total cost of the project was $5600 and I put $3,000 down payment on my AMEX card. I was told that it would be six weeks until installation. In mid-December I called and was told that it would be mid-January as the garage door had not been completed by the manufacturer. I received a call in late December saying the garage door had arrived and would be installed on Jan.3, 2023. Service engineer arrived and half-hour later informed me that the measurement of the door was done incorrectly and he could not do the install. He would need to order a new panel of a different size. I was told that this could be done quickly and within the week I would have the install done. When I called the scheduling office I was told the door would not now be ready until the end of February, 2023. From what should have been 6 weeks is now turning into 4 months!! I never get update calls from the company, every time I speak to a different customer ********************** agent and get no resolution. If the door and subsequent installation cannot be done by the end of January, 2023 I would like my deposit of $3,000 to be refunded to my AMEX account. This is no way to run a business, and the customer ********************** agents should have expedited this to their management.

  

  Business Response

  Date: 01/24/2023

  We are cancelling customer door and refunding the **** down payment. 

  Customer Answer

  Date: 01/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.    Business did contact me on 1/24/2023 and stated that the refund would be credited into my AMEX account within **** days. I will wait for the business to perform this action, and once I receive notice from the credit card company that such has occurred, I will consider this complaint closed.  Thank you for your assistance in resolving this matter.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:01/09/2023

  Type:Product 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.

  Horrible business ethic. The salesperson was tricky he really made me believe he was ONLY doing repairs/replacements for items necessary. This was NOT the case (as per professional advice/appraisal from another garage door company helping me with another door). This company tried to refund me a couple hundred dollars, but I was overcharged by much, much more. I have emails back and forth explaining overcharges, INFLATED pricing, sneaky sales tactics, etc. Just to be nickel-and-dimed a small refund?!? I need to make a formal complaint so public is aware of this business.

  

  Business Response

  Date: 01/10/2023

  We did a lot of work for this customer.  We have also already refunded the overcharges to her.  Our goal is not to be the cheapest fix.  We try to provide long term solutions on any failing part we find to prevent or at least prolong future repairs.   The charges for the parts replaced was signed off on and the technician only did the work that was signed off on.  He offered the long term solution to the customer in replacing the parts that we saw were failing.  We did major torsion repair and replaced the opener.  We do not base what we do on what other companies say or charge for their services. We attempt to provide premium service for everyone. 

  Customer Answer

  Date: 01/11/2023

  A1 is clearly not taking responsibility for gross overcharges, price inflation and misleading customers. I paid over $2k and all that was truly needed, was a motor/opener for a small garage door. Everything else was done under pressure and poor sales tactics. I should have only been sold a motor/opener and everything else (not required, necessary) should be refunded. I told the salesman that I was currently unemployed and wanted ONLY necessary work done. Cannot believe how unethical and shady this company (still) is.

  

  Business Response

  Date: 01/25/2023

  The only dispute here is that the customer is upset with pricing.  Any work that was done was signed off on. We made our recommendations based on parts that we saw failing and WE are the garage professionals.  We do not do work without customer approval.  We are not going to argue with customer strictly based on the dislike of price.  We conduct business honorably and we are not basing our prices on what other companies charge.  We are a premium service with premium technicians and premium parts that we warranty.  We did not MAKE this customer do anything. We did the work that was signed off on.  Just because the customer doesn't like the price does not mean we did anything wrong.  We present long term solutions based on any part that we see is failing.  We are not here to do band aid fixes.  Just because the part was not broken does not mean it did not need replacing.  Again, we did the work that was approved and signed off on.  We have done nothing wrong here.   I am also attaching the invoice that has customer signatures on it to do the work.  We are not going to be accused of being dishonorable due to customers pricing concerns. 

  Customer Answer

  Date: 02/01/2023

  The salesman tricked me into thinking something was needed but it was NOT.  I asked him to ONLY fix what was necessary for the garage door to function. There are parts that were signed off ONLY BECAUSE the salesman said they were necessary for the function of the door.  
  
  This company inflates their prices and then insults the customers. Initially, I was embarassed because I felt scammed and should have known better. Now, their replies to my complaint say I simply did not like their prices? 

  The injustice of this company, I am sure, is not limited to me. I would like my experience to go on record not only for Buyer Beware, but because of the continued emotional repercussions experienced by their business "ethics".

• Initial Complaint

  Date:12/29/2022

  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.

  12/24/2022 On this date I received a statement from A1 Garage for $159.20. This I believe was supposed to be for their maintenance service which we have never received. The garage door was installed years ago. At the time is was installed we signed up for the service. After a little over a year we needed some work on the door and the technician stated if we had the maintenance service there would be no charge. We told them we were supposed to have the service. We signed up again and for a few months everything was fine except no one came out for the maintenance service. Then my debit card got hacked and my bank replaced it. I called A1 Garage and gave them the new card information. Nothing happened and no funds were deducted nor did anyone come out to do maintenance. Then I received the statement. I have called several times to get this squared away to no avail. They keep saying I need to talk to ******* but, she never calls back. Do I need an attorney?

  

  Business Response

  Date: 01/09/2023

  ******* spoke with customer on 12/30 for about 15 min.  The remaining balance is for the monthly membership that had not been paid for several months which is where the balance was accrued.   In good faith we are going to clear out the balance. 

  Customer Answer

  Date: 01/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** & *****************************
  
   
  

• Initial Complaint

  Date:12/28/2022

  Type:Product 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.

  I had an estimate in June 2022 for a new garage door, hardware and opener which was for $4933.00. The salesman offered a lifetime warranty for heavier hardware, which I declined at the time. After I agreed to the order, I changed my mind and added the lifetime hardware to my order in the amount of $855.96, bringing the total invoice to $5788.96.When the servicemen came to install the unit, they advised the lifetime hardware was not available, and had been on back order with the company since Oct. of 2021. The company had no idea when it would be in, but I was assured I would have it installed when available (why is the company pushing to sell and bill for a product that they do not have, and has been on back order for over a year now?) .Now it is Nov. 2022 and no hardware. I called and canceled the lifetime hardware and asked for a full refund for the upgraded hardware in the amount of $855.96 be applied to my Greensky account. On my December billing, a credit of $300 was put on my account, but still missing $555.96 of the refund. I have contacted customer ********************** with A1 weekly since November 18th, and they continue to tell me they are contacting finance to have them refund the balance of my money. It is now almost January 1, 2023 and I still have not received the balance of the funds. I would like the remaining $555.96 credit applied to my account with ******** financial immediately.

  

  Business Response

  Date: 01/19/2023

  We had added a 300$ discount for the switching of ****time parts.  I do not know where the customer is getting 855$ from because the max **** parts do not have a price on the line item.  The customer just had a remaining balance that she thinks is strictly for the ****time parts.  Based on the invoice the doors original cost was ******* we had put a 1000$ discount on there which brought it to 5788.96.  Then there was a 300$ discount on top of that after customer opted out of the ****time parts. In any event we are going to refund the 555$ to the customer.  

  Customer Answer

  Date: 01/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:12/24/2022

  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.

  Hello Sir or Madam,A1 garage door services serviced my garage door on Nov11 2022. They replaced the rollers and tuned the garage door, they also sold a membership in the worry free club which includes a priority dispatch.the garage door was not functioning right, it was making noises then, a month later, the rollers started popping out of the rail every time I open the garage.I called them on Monday Dec 19 to come and take a look at it and they scheduled me on Dec 26. I tried to explain to the customer ********************** that I am a member of the worry free club but the answer was that they are very busy at this time. Since I can't close or open my garage door anymore, I called Green ****** garage door services right after I talked to A1 garage around 4:45 pm and a technician showed up around 5:15 pm the same day. The technician perfectly tuned my garage, reprogrammed the door so it doesn't slam into the motor when it opens and doesn't push the ground he also lubricated the door since A1 technician didn't even bother lubricating the garage door. and I got a stable and much less noisy garage door which made me realize how bad A1 service was.I believe that since they can not provide a priority dispatch they should not be selling this membership to anyone. I committed to pay them for a year and they committed to provide a priority service in return but they didn't.I also believe that if their technician did his work right, I wouldn't have this issue and I wouldn't need to call another technician and pay $119 shown in the attached receipt to correct what A1 technician did. I tried to request this $119 that I paid to green ****** garage door services from A1 on Dec 20 and Dec21 but the A1 customer ********************** kept refusing to take accountability of the issue I had with their warranted service.Faithfully,*************************

  

  Business Response

  Date: 12/26/2022

  We have already issued a 165 dollar refund to the customer.  Also, customer did sign up for worry free club, which we already cancelled and let the customer keep the discount for signing up.  We also would have done the recall for free.  However, unfortunately, due to weather and  other circumstances we were unable to get someone out immediately as customer requested.  We already issued the refund and again, let the customer keep the 90 dollar discount for signing up for the worry free which he then canceled.  We don't issue refunds and also pay for other companies services when we would have fixed it for free as soon as we could.  

  Customer Answer

  Date: 12/27/2022

  the $165 was not a refund related to the issue, that refund was issued because I was double charged for the labor as shown in the attached invoice.
  I wouldn't have any issues if A1 performed their work professionally from the first place or showed up promptly to fix the warranted service they provided (as shown in the attached invoice)
  Unfortunately, I cannot stay one week without my garage door, another company showed in the same day and fixed my garage door better than the expected.
  All I am asking for is a refund with the amount, $119, shown in the attached receipt for the work done by Green ****** garage service to fix A1 provided job.

   

• Initial Complaint

  Date:12/19/2022

  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 10/14/2022 we had A1 Garage door to our home to evaluate our garage door and give us a quote on a new door and opener. We selected a door, agreed to the price and paid 1/2 down by credit card.On 12/6/2022 the door was installed but was the incorrect door and damage was done to the joist of the garage supporting the door and opener. At the completion of the door we paid the remaining half of the bill by credit card. After finding the damage and being unhappy they installed the incorrect door, we contacted the credit card company and filed a dispute to cancel the payment until all items are rectified.I have been contacting A1 about the issues and the receptionist on the phone is very nice, but will not let me speak to any type of supervisor that can help me. They indicate they will send them a message OR I can use the voice mail system to leave them a message. I have tried this numerous times in hopes to reach the Installation Supervisor, ***************************. He did return the call one time but I was not able to answer the phone and left me a message to call I'm back. After that he will not return my call.The door we ordered was to have 3 solid panels with the 4th top panel having windows. The door they installed has 2 glass panels. The door doesn't seal on the bottom left side. It needs to have a thicker bottom seal. I mentioned this to the installer and he told me to give it time and it will seal. It hasn't changed.The installer used lag bolts to attach the angle iron members to our garage joist. In the process he did not pre drill a pilot hole and just cranked them in with an impact gun. The joist has significant split in two areas. One area holds the back of the rail that has the weight of the garage door on it when open. The other is supporting the opener. The openers angle iron was too short to reach fully from joist to joist so he ran the bolts in at an angle splitting the joist three times. This I witnessed. I am concerned about the door falling down.

  

  Business Response

  Date: 12/20/2022

  We have a Job on hold to replace the incorrect panels.  As far as the support beam issue we are looking into finding someone to repair the weight bearing beam.  We will get this taken care of for this customer.  We are looking to get a contractor on our behalf to repair/replace the support beams.

  Customer Answer

  Date: 12/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  Initial contact 10/28/2022 to fix garage door.. Rep stated logic board out, current door incorrect size and opener in wrong position. This door installed 10 years prior with no issue. I even discussed an instock door willing to paint to expedite process (said lead time color door 7 weeks). No one would respond to my calls. Left 3 msgs Regional manager ********************************* to no avail. Sent email 11/3/2022 confirming phone conversation and cancellation of this order. Information provided to me about door needs was incorrect and false. I resolved and fixed door with another vendor on 11/25/2022. I have call logs, (12 phone calls) and email to back up this complaint. They acknowledge cancellation and state money to be refunded with **** business days. We are going on 1 month. I want my deposit of $1750.00 refunded to my CC less the initial service call fee they are do for initial contact. Msg was left with door manager today, *************************** to address same issue. My next contact will be to ********************* and the OK *********************** Someone in the state needs to look long and hard at this companies business practices.Thank you.***************************

  

  Business Response

  Date: 12/06/2022

  Customer had door repaired.  We have credit on the account which we will refund in ***** buisness days. 

• Initial Complaint

  Date:11/26/2022

  Type:Sales and Advertising 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 had A1 garage install new doors they gave me a invoice amount for the job, but after the doors were installed they wanted another $1,200 above the invoice can you help me settle this! Thanks ***********************

  

  Business Response

  Date: 11/29/2022

  The invoice amount on the day of install did not include the amount for the original service that was done on 9/6/2022.

  Customer Answer

  Date: 11/29/2022

  When they made the repairs on the garage doors, A 1 garage doors told me that if I purchase new doors I would not have to pay for the repair! I have the invoice that credited me the repair! And I signed the contract to the *********. I have the paper work showing the prior work discount ********. ***********************

  

  Business Response

  Date: 12/09/2022

  You always have to pay for the repair.  However, that cost is then mitigated by a prior work discount towards the installation of the door.