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

  428 S Gilbert Rd Ste 111-1 Gilbert, AZ 85296-2263

  
• 

  A1 Garage Door Service

  2615 N. 4th St. Suite 7 Flagstaff, AZ 86004

  
• 

  A1 Garage Door Service

  2250 McCulloch Blvd N Lake Havasu City, AZ 86403-5907

  
• 

  A1 Garage Door Service, LLC

  240 Freeport Blvd Ste 11 Sparks, NV 89431-6250

  

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:11/18/2022

  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.

  On 10/24 I had A-1 Garage out to my house to give an estimate on a garage door repair. They quoted a price of $4,340.00 and I paid half down on my credit card ($2,170.00) understanding that I have a 3 day right of rescission to cancel the order. That afternoon I called A-1 Garage and spoke to ******, to cancel this order. I decided to check other options. She confirmed that a note was put in her system showing I cancelled within the 3 day period. She told me someone would contact me. No one ever did.I called back on 11/1 and spoke to ****** @ A-1, she said they process refunds in **** business days. I said I would wait and check back.On 11/15 I spoke to ***** @ A-1, she said she saw that a credit was owed to me and she would send a request to their accounting **** to get it processed. She said it should take about 24 hours.On 11/17 I spoke to ****** again @ A-1, she said she saw there was a request sent to accounting on 11/16 to issue the credit, but it hadn't been done yet. It has now been well over the 10 business day period and the credit has still not been processed back to my credit card. If this is not credited back I will be charged interest on this amount as well. I want my credit processed immediately for $2,170.00, and if they drag their feet until after 11/22 I will incur about $35 in interest charges.

  

  Business Response

  Date: 11/29/2022

  This refund has been issued and exported. 

  Customer Answer

  Date: 11/29/2022

  
  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:11/14/2022

  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.

  The salesman and technician provided false information and mentioned that springs cannot be repaired. We kept saying we only wanted the spring replaced. Thereby forcing us to with the only option he said was available. He then try to upsell several times by providing false information on the status of several of the garage door parts. After reviewing your website we request a refund.

  

  Business Response

  Date: 11/16/2022

  This customer made a conscious decision as multiple estimates were provided.  All the parts of the torsion system were included and now warrantied for life.  We did nothing wrong here.  

• Initial Complaint

  Date:11/12/2022

  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.

  On September 26, 2022, a deposit through my **** card for a garage door and motor installation in the amount of $3,053.00 cleared my bank account. At that time, the technician advised me that I had three days to cancel the order. On September 24th. I left a message notifying A1 Garage Door that I had changed my mind and requested to cancel the order. On September 26, I spoke with ******* at 2:14 p.m., and notified her that I was canceling my order. She advised me that it would take approximately ***** business days to receive my refund. After almost a month of not receiving my refund, I called A1 Garage Door again on October 25th and was transferred somewhere to leave a message. On November 11th, I called again in reference to my refund and spoke with *****. She advised me that a credit was showing up on my account, but that the supervisor I needed to speak with was unavailable at that time. She assured me that she had emailed that supervisor directly in regard to the situation, and that I would be receiving a call from the supervisor in one or two days.At of the date of this complaint, I have neither received my refund nor received a call from a supervisor. After multiple unsuccessful attempts to resolve this with the business directly, I am done with trying to talk with them and request that my refund of $3,053.00 be returned immediately.If necessary, I can provide a copy of my running bank statement showing the cleared transaction.

  

  Business Response

  Date: 11/22/2022

  Our accounting department has been backed up and we are working diligently to get the refunds out as fast as we can.  We apologize for the delay. 

• Initial Complaint

  Date:10/26/2022

  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.

  On October 19, 2022 A1 Garage Door Service replaced the broken garage door spring for me. I was quoted a price under $1,200. I was told this spring had a lifetime warranty that would transfer if I was going to sell my home. I agreed to this price. As the technician was working he showed me the safety drums that had a lot of ware and advised me to replace them for an additional $150. Then he showed me the torsion tube that was also warn. I agreed to replace for an additional $150. Then we talked about the warn rollers that I agreed to replace. That charge is $310. In the beginning the technician told me I would receive a $75 discount for being a previous customer. During the process the technician told me about the membership club and I would receive $100 off of the bill. I was told if I paid by check, instead of using my credit card, I would receive a 2% discount. I expected my final bill to be around $1800 before the $75, $100 and 2% discounts. When he told me the final price of $1946.93 I asked to see an invoice. He told me he would email the invoice after I paid. I called **** after I received the invoice and he told me to call the office. I called the office on October 20th and they could not explain the invoice and told me a manager would call to explain the bill. No one has returned my call or explained this invoice. The invoice has the warranty on it. The lifetime warranty does not transfer as the technician told me it would. I originally told the technician I wanted the middle priced spring for under $1000. The invoice has all of the parts separated and the invoice does not show the price that was quoted to me. I believe I have been over charged from the price the technician told me.

  

  Business Response

  Date: 10/31/2022

  I tried to call this customer back same day.  The 75$ off springs was applied as well as the 100 off for the membership.  There is not a discount for using a check.  It is a charge called the mobile convenience fee that is not charged.  Its not more money off, its just a fee that is not charged.  Again, I did try to call this customer and explain these charges. 

  Customer Answer

  Date: 10/31/2022

  I returned the call to  A1 Garage Door Service the same day they tried calling me. During our conversation, the person I spoke to acknowledged the technician told me several things that were not accurate. A1 Garage Door Service told me they would refund me $200. When the check arrives, I will accept their response and accept the settlement. The check was to be mailed by Friday October 28, 2022. I should have the check this week.

  

  Business Response

  Date: 12/06/2022

  We are getting the checks out as fast as we can.  However, it is taking longer because we are backed up on checks

   

• Initial Complaint

  Date:10/18/2022

  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.

  Our household put down 50% for a garage door that was never installed. Its been 12 months and they have not refunded us nor provided us the garage door we paid for.

  

  Business Response

  Date: 12/06/2022

  We have put the cancellation request in for the door.  And will be refunding the deposit in ***** buisness days from now.  It will go back on the card used the day of the estimate. 

• Initial Complaint

  Date:10/12/2022

  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.

  A1 Garage Door Service in *********** ** **** C ************* *********** **. ***** ************ completed some repairs to my garage door (Tune up, 9 Foot Strut install, bottom rubber/door seal, ball bearing rollers (10)) on 10/06/2022. I tried to call the company the following day on 10/7/2022 but they only allowed me to state my business and said someone would call me back, I had general questions about the **************** Yearly" membership that I purchased and the price of the door rollers. They promised a surge protector for my garage door motor and did not deliver. I called again on 10/7, twice on 10/10 and again on 10/11 each time being told that there was an open ticket and someone would be calling soon. It has been 5 days - 4 phone calls and no courtesy call. They did not give me an opportunity to exercise my right (buyers remorse) to immediately refuse the purchase of the door rollers. I suspect price gouging because comparable door rollers range $30 to $40 for 10 at online garage door supply companies. They charged me on average $31 per roller for a total of $309.80. I want to know if there is something so special about these rollers to warrant this price but they won't call me back. By not returning my calls they are exercising the most disturbing lack of professionalism and concern for customers that I have ever experienced from a service company. I now lack confidence and trust in this company and what they promise to offer. I am hopeful that the BBB can facilitate communication and I get a call back to discuss my concerns.

  

  Business Response

  Date: 10/20/2022

  There has been a delay in reaching out to this customer due to my absence.  I reached out and left a VM on 10/20 to discuss the issues.  I look forward to hearing back to answer any questions. 

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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 doors come to my house and provide a quote. The quote was give to me the day of the visit and was very very high. We negotiated the price down several thousand dollars. Until we agreed on a price. We paid them a deposit of half of the total amount. The following day we canceled the door and service. They said we would get a refund in **** Business days. Its been two months and we still havent received our refund. Ever time we contact them they keep telling us it was an error and they fixed it and our money is on the way. We are convinced we will never see our money and that this business robbed up.

  

  Business Response

  Date: 10/21/2022

  We do apologize for the delay on this.  We processed the refund check late.  It has been processed 10/21.  It will be printed and mailed and the customer should see this within the next couple weeks. 

  Customer Answer

  Date: 11/05/2022

  Its been 2 weeks from the time they said they mailed the check but we havent received anything. We canceled the service on the 30th of September. This has been so stressful and the company has been no help. Every time I call they tell me something wasnt processed or a manager needs to approve it. And it will be **** days for a refund. They are thieves. 
  
  

  

  Business Response

  Date: 12/06/2022

  We do need manager approval.  We have been backed up on refunds and are getting them out as quick as we can. 

• Initial Complaint

  Date:10/10/2022

  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.

  We contacted A1 on Sept 16th for spring replacement, asked tech how much all in to replace, quoted me around $600. When he was done, it was over $800, because some hidden fees he somehow didn't mention - payment due immediately. Felt robbed, was already overpriced and now more (?!) but paid it and figured ****** learned. We called the following Monday, as the door was making bad noises all weekend and struggling to open and shut - we've had this door 12 years and serviced by other companies before, it has never sounded this bad. We were told it was normal and new springs needed to stretch or something to that effect. This morning (10/10), our door stopped shutting. We contacted the local number and were told there was only one technician in the area and he's booked until tomorrow morning - no way we can have our door fixed today. I am/was concerned - I have personal belongings in my garage, can't leave it all exposed overnight - they said to move everything inside. I asked about being reimbursed if I have another local tech out, so we can resolve the safety concern, and was told they can't approve that. No supervisor available to speak to immediately, they could make a ticket for them to call me in 1-2 days, but likely wouldn't approve because it's not their tech. Their only offer was early appt next day, move my things inside, and a free tune up after the fact. This is completely unacceptable... terrible service from the start, and it doesn't seem to be getting better... even if they came to fix, I'm nervous they'll shake me for more $ or I'll end up again with a door that doesn't work. Having another company come to fix, waiting for A1 supervisor to respond on covering the cost for reimbursement, but not feeling hopeful, especially now reading through other complaints and reviews. How do we prevent them from doing this to more people, and is there a way to protect or recoup my costs at this point, should A1 not be willing to do so voluntarily?

  

  Business Response

  Date: 10/20/2022

  We returned the evening of the review and fixed the customers door and refunded the 200 dollars over the quoted amount to the customer. 

• Initial Complaint

  Date:09/06/2022

  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.

  So I had my garage door fixed by one of their technician. The person out 2 16ft strut to fix it. Then told me to tell the owner of the house about the spring of the garage door and the wheels so I did. The owner sent one of their own garage technician and the technician said I dont need 2 strut on the garage and he removed one of it. The person said as well to try contacting A1 see if I could get my money back for the other strut. I tried contacting them multiple times and always told me they got me scheduled for a phone call appointment with the technician that fixed my garage door. But person didnt call me then on Friday September 2nd they told me the technician was on vacation and then theyll schedule me a phone call Saturday with someone else but still no call and the technician that fixed my garage be back Monday and theyll schedule me a phone call from him as well on Monday but its Tuesday now and I havent heard anything from them. In the invoice from them it didnt say anything that all sale is final so Im hoping to just get my money back from the one strut that the person put that I dont need at all.

  

  Business Response

  Date: 09/08/2022

  Hello and thank you for bringing this to my attention. I have contacted this customer and we have issued a refund for the part in question and have scheduled for someone to pick it up tomorrow 9/9/22.

  Customer Answer

  Date: 09/08/2022

  
  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:07/19/2022

  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.

  In May I called A1 garage services to my home to repair what was causing the top of my garage door to bend in the center. The tech came out and installed a strut on top, new springs and rollers and an overhaul of the torsion system. **** dollars in repairs. In July the same problem happened again. I called them, they sent the same tech who then tried to sell me a new door at **** dollars. I refused because I do not need a new door and **** dollars is ridiculous. He then said he would just get the door working again. He installed a second strut and charged me for two struts. This charge was an additional 600 dollars after I spent **** in May and they did not fix the problem then. I have been calling this company and am getting nowhere.

  

  Business Response

  Date: 07/19/2022

  To whom it may concern,

   

  After reviewing the initial visit and the second visit a couple months later, It looks like our technician gave you multiple options each time he was out there. The first time he gave you repair options for the panel which was accepted. He also inspected the door further and gave options to replace other parts that were bad on the door including the springs, and the rollers. It looks like a rebuild of the moving parts on the torsion system, including the springs, and a roller replacement were chosen as you indicated. The techs notes mention the decision maker was made aware of the parts that needed to be replaced via phone call. On the second trip you were also given many different options to replace the door, as well as another option to repair it. Our technician clearly thought that one strut would suffice on the first visit but indicated in the notes on the second visit that it did not hold up, and he then added a second strut and replaced the first one that got bent because you did not want a new door. The new door options that were given ranged from around $4,000 to our high end $10,000 door package. A $7,000 package was offered in there as well but it was along side 12 other door and opener combinations (some without opener) that the technician presented. The technician also indicated that a discount in the amount equal to the previous work would be able to be added to the estimates for the new door. The reason this was mentioned is because the tech felt like a new door should have been presented on the first visit but it was not. He thought that the fix with the strut would hold up and obviously it did not.

  I hope this clears things up. Thank you for your time and I hope you have a great day. 

  Customer Answer

  Date: 07/19/2022

   this does not alleviate the original problem which was the j arm on the rail was pushing against the top of the door when closing. This is what caused the problem. That was not addressed during the original repair because after the first metal strip was placed on the top panel to reinforce it that j arm continued to hit the top of the door when closing which caused the center to bend. Putting in a new door without addressing the cause would have caused that same problem to occur to the top of the new door. And it does not alleviate the fact that it was your metal strip that did not hold the first time yet you charged me for that strip on may 27th then charged me for two on the second trip. If your trained technician makes a decision to do something that he thinks will work and that fails, why should the customer pay for that poor decision? Had the original problem been corrected, ie...the j arm connecting to the top of the door pushing it downward, then there would have been no need for a second visit. Also I called your finance company, Goodleap. They have all of my information but said your technician has yet to inform them that the job was completed. I am supposed to start making payments first week of August but they cannot finalize until your technician completes his job.

  

  Business Response

  Date: 07/27/2022

  I am working with our Market Manager to figure out a resolution. I will get this taken care of. I will be contacting this customer directly. 

  Customer Answer

  Date: 08/02/2022

  
  
  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,
  
  
  *******************************