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:03/20/2025

  Type:Billing 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.

  Automatically billing my credit card for annual membership.

  

  Business Response

  Date: 04/08/2025

  Dear *****,
  Thank you for reaching out and bringing this to our attention.
  Wed like to confirm that your Worry Free Membership was cancelled as of March 24, 2024. Since that date, no renewal charges have been attempted on your account. We sincerely apologize for any confusion or inconvenience this may have caused and truly appreciate you giving us the heads up. 
  If you have any additional concerns or questions, please dont hesitate to let us know. Were here to help.
  With gratitude,

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

  Client Experience Manager

  Customer Answer

  Date: 04/11/2025

  
  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:03/18/2025

  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.

  My elderly husband called for a spring replacement on our 9-year old garage door torsion system. When the tech came out, he advised parts for our current system were not available. Which is not true. Then he said we must convert our system to a torsion system. We had one. They charged $2450 for what should have been $150-$300 spring replacement. They were finished with a complete overhaul in 1/2 hour. I arrived home prior to their departure. I asked are the parts they supposedly replaced. They could not produce them. I asked what substantiated a full system replacement. They said they DO NOT WORK ON SYSTEMS OTHER THAN THEIR OWN! We should have been informed of this PRIOR to scheduling with them. They refused to remove the system and leave. I put a review on NEXTDOOR advising of what we went through. Within 1 day, I had 85 responses advising things like, bait and switch, they took advantage of my elderly mother, and **** M advised he had experienced the SAME thing 10 months prior from the SAME company but paid $1400 to get it over with. I called customer ********************** and ***** the manager, called back the following day. He offered to give me a $200 credit. Which he did not do. I brought up the estimate. He said he would discuss it upon receipt. **** emailed his invoice to me. I called called ***** sent him multiple texts and he will not respond. We were lied to on several accounts. I do not believe the parts were replaced. Please help us.

  

  Business Response

  Date: 04/04/2025

  We're very sorry for the continued frustrations and inconvenience you've experienced. We understand how important it is that your garage door system works reliably and safely, and we regret the disruption and time this has caused you.
  As per your recent conversation with our ************* Manager on 4/4, we are in the process of scheduling another recall visit to explore additional options and work toward resolving all outstanding concerns. We recognize that the situation has been far from ideal, and we want to assure you that our goal is to make things right.
  We also understand your concerns regarding the debris left behind and the malfunctioning of the remote and built-in opener. These details have been noted, and we will address them directly during our next visit.
  We appreciate your patience, and we truly hope to restore your confidence in our service.
  Sincerely,
  ****** *******

  Customer Answer

  Date: 04/05/2025

  the response has absolutely NOTHING to do with the complaint.  I did NOT report a malfunctioning opener or remote. 

  

  Business Response

  Date: 04/08/2025

  We want to extend our sincerest apologies for the confusion and concern this situation has caused. The initial response you received regarding your concerns was sent in error and was intended for a different incident. That was our mistake, and we take full responsibility.
  Regarding your specific complaint, we are genuinely sorry if expectations were not met during your service experience. Our technician presented available options to your husband at the time of service, and the work was signed off on prior to completion. After the service was performed, you spoke with one of our ************* Agents, and we provided a partial refund in good faith as a gesture of goodwill and to help make things right.
  We understand that despite this, you have chosen to file this complaint and are also pursuing a chargeback through your credit card company. While we regret that we were not able to resolve your concerns to your satisfaction prior to this point, we remain open to further discussion and resolution.
  If you have additional questions or concerns or would like to speak with us directly, please dont hesitate to reach out to our ************* Manager. We are here to listen and to try to work toward a resolution that acknowledges your concerns.

  Sincerely,

  A1Garage Door Team 

  Customer Answer

  Date: 04/10/2025

  the technician did NOT offer options. He INSISTED the only option was to replace the entire system.  What he didnt say until I arrived home, was that A1 refuses to work on existing systems and therefore A1 demanded we install their system.  We did not need drums or rollers or anything other than a spring replacement.  The technician also insisted we NEEDED TO UPGRADE TO A TORSION SYSTEM.  We HAD a torsion system.  The technician was unable to show me the parts that were supposedly replaced.  My husband was straight up lied to and misled.  When I spoke to ****, supposedly a manager, he confirmed that A1 does not inform the caller that they do not work on systems other than their own.  When the tech shows up, they word the language in a way that makes the customer think they system they have is faulty.   It is a total scam. Further the technician said parts for our existing system werent available. Also a straight up lie.  Lets not forget, **** also told me if I produced the invoice from a neighbor for the same job with the same parts for half the price from 5 months prior, he would like to see it.  I texted him multiple times offering to show him this invoice. More proof that not only did we not need a new system, but the same parts were sold to a different customer for a fraction of the cost. No response. 

• Initial Complaint

  Date:03/14/2025

  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 have paid $3000 for replacing garage door equipments and in 6 months it's making all kinds of noise and they want to charge again for everything.

  

  Business Response

  Date: 04/08/2025

  Dear Mr. **************** sorry to hear that youre experiencing noise issues with your garage door and understand how frustrating that can be, especially after a recent service.
  We searched our records and found a completed service under your name at ***************************************************, which was performed on July 5th, 2024, with a total invoice amount of $2,398.54. If this is the service youre referring to, we want to reassure you that we take concerns like yours seriously and are here to help.
  As noted in our service agreement, our labor carries a 30-day warranty, while the parts and equipment installed have longer manufacturer warranty periods, depending on the item. That said, were more than willing to go above and beyond our standard policy to ensure your satisfaction.
  We would like to offer a free assessment visit by one of our technicians to determine the source of the noise. If it's found that any part we previously installed is defective, we will cover the labor to replace it, despite the labor warranty period having passed. If the issue is due to a new or unrelated problem not connected to our previous work, we will provide you with a clear estimate and obtain your approval before any additional repairs are made.
  Please let us know how you would like to proceed so we can schedule a technician at your earliest convenience. 

  Regards,

  ****** ******* - Client Experience Mgr.

• Initial Complaint

  Date:02/26/2025

  Type:Billing 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 around December 17th, 2024, I cancelled a subscription online with A1 Garage for a monthly **************** On Jan. 15th, 2025, I noticed that the monthly charge was charged to my bank account credit card again. I called the company and complained and was told that they would cancel the charge. I received a text from the company membership representative named ******* and she said she cancelled the monthly charge. I still have the text to prove it. The company is still charging me every month on the 15th up thru February 2025. I called again and left a voicemail message to ******* asking to have the charges stopped and credited. I would like the company to refund me for my monthly cancelled subscription from December 2024 and every other monthly charge since then. I want A1 ***** to put a final stop to their ongoing monthly charges like they promised they would.

  

  Business Response

  Date: 03/06/2025

  Dear *******,
  We sincerely apologize for the frustration and inconvenience this situation has caused. After reviewing your account, we confirmed that you initially requested to cancel your membership in December. At that time, our Membership Manager processed a refund for $12.95 for the December charges, but unfortunately, your membership was not fully canceled as requested.
  Upon receiving your complaint, we escalated the matter to our Directing Manager, who has now ensured that your membership is fully canceled. Additionally, we are processing a refund of $25.90 to cover the charges for January and February.
  We appreciate you bringing this to our attention, and we deeply regret the oversight. Please feel free to reach out if you have any further concerns, and thank you for your patience as we work to make this right.
  Best regards,

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

  Client Experience Manager

  Customer Answer

  Date: 03/07/2025

  
  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:02/23/2025

  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.

  I am dissatisfied with service provided by A1 Garage Door Service on February 21, 2025. I hired A1 to repair malfunctioning sensors on my elderly parents garage door opener, but the technician claimed the opener needed replacement. I was only in town briefly and needed to resolve this quickly and expressed this to the technician. He then took advantage of this by only offering high-end items at a high markup, misleading descriptions of the parts and services, and did not disclose additional parts needed for the installation, as well as a shop supply fee. Finally, he never provided a prior estimate of the total final cost. The total cost was $4576.08, which included a garage door opener, a torsion spring service, additional undisclosed parts, the shop supply fee, and remotes.Key issues:1.The garage door opener was marked up by 195% from the Amazon price.2.Only premium and mid-line opener options were offered, with no other more economical options ************** estimate or explanation of the total cost was provided beforehand.4.The technician recommended a full replacement of the torsion springs totaling $1333.62, which we were told came with a free lifetime warranty. Not knowing the price of springs, we agreed to this. The high cost was actually for a lifetime replacement service, which we did not need.5.Additional installation parts and a shop supply fee totaling $1420.74 were not disclosed.6.Charged $249.42 for two remotes that the invoice states is included with the opener.I am seeking refunds for:The "Max **** Double Spring Replacement" service, paying only for two standard springs.All additional undisclosed parts and the shop supply fee, totaling $1420.74.Since more economical options were not discussed, I would like to pay the Amazon price of $456 for the LiftMaster opener.The remotes.The total refund requested is $3890.98, minus the cost of two standard springs. I have contacted A1 and am waiting for a manager to contact me.

• Initial Complaint

  Date:02/17/2025

  Type:Billing 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 initially signed up for the monthly service plan which I was told I could cancel at any time. Ive repeatedly called their 800 # and left VM to cancel the monthly membership with no response or return call. They just charged my CC $12.95 for this month again. I cant get ahold of a live person to get this canceled! It is poor customer ********************** and shouldnt be this difficult.

  

  Business Response

  Date: 02/24/2025

  Dear ****,
  We sincerely apologize for not returning your calls regarding the cancellation of your membership. This is unacceptable, and we truly appreciate you bringing this to our attention.
  I have submitted a request for our ********** Club manager to cancel your membership immediately, and the refund for $12.95 is being processed as soon as possible. The refund will be credited back to the credit card used for payment.
  We deeply regret any frustration or inconvenience this has caused you. Please know that we take your feedback seriously and are committed to improving our communication and customer **********************. If you have any further concerns, please feel free to reach out, and we would be happy to assist.
  With gratitude,

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

  Client Experience Manager

• Initial Complaint

  Date:02/06/2025

  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.

  Dear A1 garage door Service I am writing to formally lodge a complaint regarding the charges I received for the garage door torsion springs installed on my property on 2-06-2025. After reviewing the invoice and conducting my own research, I believe I have been overcharged for both the parts and the labor associated with this service.The invoice I received listed a total of [$3,944.02] for the replacement of the torsion springs. However, based on my research, I have found that the average cost of these springs in my area typically ranges from [$95 to $145], with installation fees generally falling between [$350 to $500]. It appears I have been charged significantly more than the industry standard.Additionally, I am disappointed with the lack of transparency in the pricing process. At no point during the service call was I made aware of these inflated prices.I would appreciate your prompt attention to this matter and request a detailed breakdown of the charges associated with the torsion spring replacement. I am seeking a fair and reasonable resolution to this issue, which may include a refund for the excess amount charged or an adjustment to the total cost of the service.Please contact me at your earliest convenience to discuss this matter. I look forward to your response and hope to resolve this issue amicably.Thank you for your attention to this concern.Sincerely,***** ********* We originally called A1 on accident meaning to call A&R door. But when i called A1 and aksed for my friend *** ****** the lady acted like she knew him but he wasn't there. I realized after they already started that it was the wrong company. I called the tech 3 times while i was at the doctor's office with an injured neck questioning about the estimate because it was so high. and on the 3rd call I even told him we had the wrong company there. this is the only reason i approved the sky high estimate. i thought it was a local reputable business that my friend of 30 years worked at.

  

  Business Response

  Date: 03/06/2025

  Hello *****,

   We sincerely apologize for your frustrations and appreciate you taking the time to share your feedback. We're glad we could assist you promptly with your garage door issues, but were also truly sorry to hear about your neck issuesdealing with both that and a broken garage door must have been incredibly frustrating.
  We acknowledge your concerns regarding the unexpected repair costs. Our records indicate that our team performed a complete torsion spring conversion, replacing all necessary hardware and installing new safety rollers for both doors. We also ensured that we received your authorization before proceeding with any work. Our goal is always to provide high-quality, long-lasting solutions, and we never want a customer to feel dissatisfied with their experience.
  We understand that you have put a stop payment with your bank, and our ************* Manager, ******, has attempted to reach you multiple times to work with you on a fair resolution. We truly want to assist with your concerns and find a solution that works for you. Please reach out to ****** at your earliest convenience so we can address this matter together.
  We appreciate the opportunity to make things right and look forward to hearing from you.
  Best regards,

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

  Client Experience Manager

• Initial Complaint

  Date:02/06/2025

  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.

  We were charged a random fee of $107.40 for an annual service agreement. This was not an agreement that we signed up for, and no service was ever given to the garage door. We are seeking a refund of the charge and a cancellation of future charges.

  

  Business Response

  Date: 02/14/2025

  Hello ******,

  Thank you for bringing this to our attention. After reviewing our records, we were able to locate your account under your husbands name, *******. We sincerely apologize for any confusion and the inconvenience this has caused.
  We have submitted a request to cancel your Worry Free Membership and process a full refund for the charges. Additionally, we recognize that you called multiple times to request cancellation, and we did not follow through as promised. We take this matter seriously and will be conducting an internal review to determine the root cause to ensure this does not happen again.
  You will receive an email confirmation once the cancellation has been fully processed. Please let us know if there is anything else we can do to assist you.
  With gratitude,

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

  Client Experience Manager

• Initial Complaint

  Date:02/04/2025

  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.

  Approximately, 11/01/2024 I made a phone call to A1 garage door explaining I am not getting any power to my garage door. A technician came out and said I needed a new one due to no power to the one I have now. He explained to me that I needed a new garage door since the old one had no power. So, I went with an option that he suggested but not telling me that the sound of the garage door is going to be very loud. I paid $780.00. Before he left I wanted to turn off my light to my garage but what the technician forgot to mention to me is how he wired the garage door if I turn off the lights it also turns off the garage door. He told me that I needed an electrician to fix the issue supposively. A couple months go by and the garage door gets louder and louder and can wake up the whole house when leaving for work. So, I called again for a technician to come out to see what the problem is? One of the technician listened to the garage door go up and down a couple times and I said is there anything you can do to fix this issue? On 2/2/2025 I had to pay another $690.00 to get another garage door opener installed. At this point I have spent over $1400.00 for something that was never broken but the technician suggested I get a new garage door opener installed. My garage door opener was never broken in the first place and I should have never had to pay the outrageous amount for 2 garage door openers in less than 2 months. I would like a full refund of the amount of $1470.00

  

  Business Response

  Date: 02/07/2025

  We sincerely apologize for the frustration you've experienced. We have reviewed the job details of both service visits to ensure we fully understand the situation. Our initial visit was prompted by your garage door system not operating. Upon inspection, our tech determined that your motor was burned out, and your springs showed significant wear, we noted that the weight of your garage door exceeded the max recommended capacity for an opener to function properly. Our tech provided estimates for three different opener models, explaining their features and performance differences. You selected the lowest-grade ** model and opted not to replace the springs. Our tech advised that the ** unit would not be as quiet as the DC models and that the worn springs would make the opener work harder, potentially impacting its lifespan. After using the unit, you expressed concerns about the noise level. Our tech reiterated that ** models are inherently louder than DC units and that the worn springs contributed to the noise and strain on the operator. To address your concerns, we offered to upgrade your opener to a higher-grade DC model with a discount to reduce noise. We also advised that replacing the springs would further improve performance and longevity. Regarding electrical concerns, our technicians do not perform electrical wiring and can only plug the unit into an existing functional outlet. Your initial system was non-operational before our service, and once we installed the new opener, the system was working, albeit louder than you anticipated. We previously issued an $80 refund when you discussed your concerns with our ************* Mgr. after the first unit was installed. In good faith, we would like to offer an additional $250 refund to further resolve your concerns. If you agree, please confirm, and we will process the refund immediately. We appreciate the opportunity to address this matter and value your feedback. Please let us know how you would like to proceed.
  

  Customer Answer

  Date: 02/07/2025

  
  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:01/31/2025

  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 came out and serviced my garage. Told me my garage door was in great condition. I did buy a new spring and rollers and bearings. 6 days later my garage door brackets are now bent and bottom door frame is twisted. They are refusing to take care of the damages they did in my door. They want me to spend more money for a new door when the *** told me my door was in great condition. I then sent pictures of damages. Manager reviewed and said a metal piece was ripped off. That was incorrect I do as that metal piece is still on my door and not even part of where the damage is. Still at that point when proven wrong she refuses to fix the damages on my door. Wont even take my calls.

  

  Business Response

  Date: 03/06/2025

  Dear ********,
    We sincerely apologize for the frustration and inconvenience you have experienced. We take your concerns seriously and have thoroughly investigated the service performed on your garage door. Your issues have been brought to the attention of our upper management team, and we want to assure you that we are committed to making this right.
  Our service manager will be reaching out to you to schedule a recall visit with one of our senior technicians. During this visit, we will take precise measurements of your garage door, assess the damage firsthand, and work toward the best possible resolutionwhether that means replacing the bottom panel or identifying an alternative solution to address your concerns.
  We appreciate you bringing this matter to our attention and giving us the opportunity to make things right. Please know that customer satisfaction is our priority, and we will do everything within our power to resolve this issue.

  Regards,

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

  Client Experience Manager