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:09/24/2024

  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.

  I purchased the ***************** from A1 Garage Door in December 2022, The contract automatically renews each year unless I cancel. So on December 18, 2023 I was charged $107.40, which is the annual fee for this "worry free club". This purchase was to include one free garage door inspection/service. I called today to schedule said service and was notified that A1 is no longer servicing the Omaha market. I asked for a refund of the $107.40 since I cannot use the service. I was told that I was absolutely NOT getting a refund for this service that I paid for which I cannot use. I live in ******* *******. I have a house in ************** and that is the address this was purchased for.Contract is attached. I am seeking a refund of the service contract that I purchased, which cannot be used.

  

  Business Response

  Date: 10/11/2024

  Hello Stacy,

    Thank you for bringing your concerns to our attention. After reviewing your account and the details of your situation, I have concluded that we will issue a refund for the charge you are disputing. We sincerely apologize for the inconvenience and frustration this has caused you. We hope this gesture will help improve your experience, and we appreciate your understanding.
  Thank you for allowing us the opportunity to resolve this matter.
  With gratitude,

  Curtis Johnson

  Client Experience Manager

• Initial Complaint

  Date:09/22/2024

  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:9/19/2024: Install of Door and Components. Techs (**** ***** and ****) time on job for two Hours. Complaint: 1.) Torsion Bar/Spring support mount backings is split in two places. 2.) Garage door (horizontal) Trim Seals where not replaced as agreed, it was nailed down on the original Trim/Seals. The Trim/Seals are water damaged. 3.) Original upper rounded Door track/bracing is bent. 4.) Insulation panel is damaged the installer purposely hid the damage with a Safety Sticker so I wouldnt know. 5.) One 16ft. Strut was installed, yet I paid for two.A lot of money was paid by this homeowner. There is no excuse for bad craftmanship it is bad for business and disrespectful to the customer 9/21/2024: Contacted Customer ********************** Team and was told ( by *****) that research to resolve issues need to wait until Monday, 9/23/2024. I can see already that this is going to be a problem!

  

  Business Response

  Date: 10/11/2024

  Hello Mr. ******************** Please accept our deepest apologies, we acknowledge the issues you have described with your recent door installation, and we want to assure you that this is not the standard of service we strive to provide. What you experienced is completely unacceptable, and I have reported your concerns directly to our upper management. I also spoke with our install manager, ******, and she has confirmed that she reached out to you with a plan to address the improper panels, quality of work, and all other concerns youve raised.
  ****** has made your case a top priority, and we are committed to resolving this as soon as possible. We sincerely regret the frustration caused by the damaged insulation panel, torsion bar/spring support, bent door track, and the missing strut you paid for, along with the trim seal issue. We will ensure that every concern is fully resolved, and you will receive the installation quality that you deserve.
  Thank you for bringing this to our attention, and we are committed to making things right.
  With gratitude,

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

  Client Experience Manager

  Customer Answer

  Date: 10/11/2024

  
  A1 Garage Door Service <*****************************************************************************>
  Thu, Oct 3, 3:25?PM (8 days ago)
  
  
  
  to me
  
  
  
  As of 10/11/2024, action is still pending.
  
  
  A1 Garage Door Service
  
  
  
  Hi ****** ******,
  Thank you for scheduling an appointment with A1 Garage Door Service. We scheduled you on Thursday October 17 2024 and our dispatch team will be in contact with you throughout the day letting you know the status of your technician. We look forward to serving you and hope you have an amazing day!
  
  A1 Garage Door Service 
  
  
  

• Initial Complaint

  Date:09/04/2024

  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.

  The company came on August 27th 2024 for a scheduled $29.95 garage door "tune up". The employee told me several different things that he recommended fixing at that time. I told him I recently bought a new AC/ furnace and I didn't want to spend that much money. He showed me "package" options on an iPad, one of which was $134 for one of the things he recommended. I said "I'll do the $134 one", which was something with a 5 year warranty. He then told me I should really do the more expensive, similar package which came with a lifetime warranty and that he would take $100 off so it would be only $200. He said "$200" three times, saying it was such a deal and mentioning the $100 again as well. He had me sign prior to doing the work (authorizing him to start) which took about 45 minutes. Once complete, he then demonstrated the garage opening and had me sign saying the garage opened and closed and then had me scan my credit card and sign. Each of the three times he had me sign, he turned the iPad to me and the only thing visible was the rectangle where I signed. He never showed me the price on the iPad, or the invoice or told me any amount other than the $200 which he clearly said three times. He did not give me an invoice when the work was completed. On August 29th I saw my credit card charge was $1,818.73. I called the company in the morning of the 29th, for which I left a voicemail that was never returned. I then called the late afternoon the 29th and spoke with someone who said the charge was not a mistake and sent me the invoice. The employee also sent a message to the manager at that time explaining the issue and for them to call me back. The manager did not call back. I called the company again September 4th, talked to an employee who left a message for the manager. The manager called back on September 4th. They said the most they would do is refund me $200 and that it is my fault for signing without physically seeing the total and taking the word of their employee

  Customer Answer

  Date: 11/05/2024

  Refund 

  (Last message said to clarify my ideal resolution and what I would like is a refund). Thank you

  

  Business Response

  Date: 01/31/2025

  Dear ******,
  We sincerely apologize for the inconvenience and frustration this situation has caused you. We understand your concerns and regret any miscommunication regarding the pricing of the repairs.
  Our records indicate that two repair options were presented: a 5-year spring option for $1,547 and a Max-Life Springs option for $1,785. However, we acknowledge that you understood the pricing differently and expected a much lower charge. It was never our intention for there to be any confusion regarding the cost of services, and we recognize that we failed to clearly communicate the final repair charges before proceeding.
  Our company policy requires that all repair work be authorized with a signed agreement before being performed. However, we understand that you believed you were approving a different amount. After reviewing the situation and taking into account the time that has passed, our management team has decided to issue a refund of $1,600 as a resolution. We hope this provides a fair and satisfactory outcome.
  The refund request has been entered today, and you can expect it to be processed within 7-10 business days. If you have any further questions or need any additional assistance, please do not hesitate to reach out to us.
  We appreciate the opportunity to address this matter and thank you for bringing it to our attention.
  Best regards,
  ****** *******
  Client Experience Manager

  Customer Answer

  Date: 02/10/2025

  
  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:08/29/2024

  Type:Order 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 heard radio ads advertising A-1's garage door sales and installation service. I called them to obtain further information. On July 10, 2024 I met with ***** and **** to discuss my purchase of a garage door and installation services from A-1. They quoted a price of approximately $10,000 to replace my two garage doors in a color similar to the woodwork and trim on my house. They demanded and I gave them a check for $5,290 as a down payment. There was no written contract. I received no paperwork from A-1. The work was to commence upon their procurement of the garage doors. They showed me a photo of the color of the door, "sandstone" on an electronic tablet. The color was the same tone as my house. On July 27, 2024 ****, the technician, came to my house to install the doors. The color was completely different from the one shown to me on July 10 and clashed with the color of my house and wood trim. It would have ruined the appearance of my house and also would not have received the requisite approval of the ********************************** The technician admitted it didn't match, but claimed "You signed it." I did not sign an agreement of any kind. A-1 insists that I allow the installation of the non-conforming garage door. A-1 says the door would have to be painted. This, of course, would involve the occupation of my garage and driveway while the extra work is done, at considerable inconvenience and would cost $1,500. It would also invalidate the manufacturer's warranty. A-1 is counting on the fact that I am a senior citizen, and is attempting to cheat me out of a substantial amount of money. I want a refund of my down payment and a cancellation or revocation of our oral agreement so I can find a reputable and honest company, if there is such a thing, to get a new garage door installed before winter weather arrives. If I am required to file suit, I will also seek costs, attorney fees, and interest from A-1 for its breach of contract.

  

  Business Response

  Date: 09/06/2024

  Hello *******,

     Thank you for bringing your concerns to our attention. I sincerely apologize for the experience youve had. I have forwarded your concerns to our door team and directing manager, and I understand that he has already reached out to you directly. I'm glad to hear that we have come to an agreement to resolve the situation at no additional cost to you. We are committed to making things right, and we will ensure that the correct garage door with the appropriate color is installed soon. Thank you for your patience as we work to resolve this matter.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:07/27/2024

  Type:Order 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 doo does not close tightly at the top. It closed tightly before the repair.

  

  Business Response

  Date: 07/31/2024

  Dear *****,
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you've experienced with your garage door. We understand how important it is for your door to close tightly and securely.
  We noticed that we have a recall appointment scheduled for 8/1/2024 to have a technician come back out and address this problem. Our technician will ensure that your door is fixed properly and to your satisfaction.
  We appreciate your patience and understanding as we work to resolve this issue. If you have any additional concerns or questions in the meantime, please don't hesitate to reach out to us.
  Best regards,

  *************************;

  Client Experience Manager

• Initial Complaint

  Date:07/23/2024

  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 hired A1 Garage Door for service in August 2022 and were satisfied customers. At that time, the person who *********************** our ********************** door encouraged us to purchase Max **** Spring Replacement 2 Car. In April 2024, we again contacted A1 Garage Door for service, and were advised that the company no longer services the *****, ** area. That being said, we are extremely disappointed that we paid the extra $985.34 for max ****, springs LESS than two years prior, and will now never have the opportunity to take advantage of that benefit. Upon learning that the company still exists, but no longer services *****, **, we requested that a manager give us a call to discuss the matter, and no one ever returned our call. I have attached additional email correspondence we sent to A1 Garage Door, with absolutely no reply from the company. We are extremely frustrated that we are out almost $1,000.00 for a service the company will no longer provide to us. We respectfully request that A1 Garage Door provide a refund on the *************** replacement we were encouraged to purchase, and paid for, since they no longer service our area, and we will never have the opportunity to take advantage of the benefit. We shouldn't have to pay for a max-**** product, and in such a short time, be told that they won't service us anymore. That feels like fraud to me. We have tried to speak to management through phone calls, and emails. No one has EVER called or emailed us back.

  

  Business Response

  Date: 07/31/2024

  Dear *****,
  We sincerely apologize for the inconvenience and frustration this situation has caused you. We understand your disappointment regarding the *************** Replacement purchased in August 2022, especially now that we no longer service the *****, ** area.
  Regarding your attempts to contact us, we have reviewed our records and do not show the email addresses provided as valid in our system. However, our manager did attempt to reach you by phone on April 16, 2024, and left a voicemail. Unfortunately, we did not receive a return call from you.
  Although we are unable to refund the full amount paid for the spring replacement, we are willing to offer a $350 refund for the inconvenience caused. We hope this offer is acceptable to you. Once we receive your approval, we will process the refund promptly.
  Thank you for your understanding and patience.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:07/16/2024

  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 paid for a very costly repair job to have my garage repaired, The garage door would not open or close automatically. I hired A1 to come out to make the repair less than 24 hours later the garage would not automatically open or close, I called the company and informed them of the issue, and they wanted to charge me additional ******. They sent out another tech and he was very unprofessional and rude. He didn't charge me the trip charge because there was nothing he could do, my garage is still broken, and the company will not give me a refund nor are they interested in resolving this matter.

  

  Business Response

  Date: 07/19/2024

  Dear *****,
   We are sorry to hear about your experience and the troubles you have been having with your garage door. We sincerely apologize for any inconvenience caused.
  We take your concerns very seriously and will conduct a thorough investigation of the service call in question. I have personally called you directly and provided my contact information to work out a fair solution concerning the issues you have raised. We look forward to receiving your returned call. 
  Your satisfaction is important to us, and we are committed to resolving this matter promptly.
  Thank you for bringing this to our attention.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:07/01/2024

  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.

  A1 Garage Door Service ran ad in ************ newspaper stating they were had a special for garage tune-*** for $29.95. I made an appointment for a garage tune-up. When A1 Garage arrived, the serviceman claimed he discovered a broken spring and quoted the price of $558.00 to repair it. I declined services from this company. A1 did not attempt to do tune-up but charged me $39.00 anyway. I inquired about $39.00 charge and was told they charged that price for coming out. i was not told that there would be a price for coming out. My question is, why charge $39.00 when your ad read $29.95. I did not not receive any services.

  

  Business Response

  Date: 07/03/2024

  Dear ******,
  We deeply apologize for the misunderstanding and the poor experience you had with our service. Upon investigating your case, I found that we were unable to perform the tune-up on your garage door once our technician discovered the broken spring. He offered you pricing to resolve this issue, which we understand you chose not to proceed with.
  The technician should not have charged you a trip fee after our agent advised that it would be waived. We sincerely apologize for this oversight. To address this, I will process a refund for the $39 trip charge immediately. The credit will be returned to your credit card within 7-10 business days.
  We appreciate your feedback and will use it to improve our service. Thank you for bringing this to our attention.
  Sincerely,

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

  Client Experience Manager

  Customer Answer

  Date: 07/16/2024

  COMPLAINT HAS BEEN RESOLVED

  

  Business Response

  Date: 07/22/2024

   Dear ******,
  After receiving your original complaint, we conducted a full investigation and found that the $39 trip fee should not have been charged. We responded with an apology for the overall experience and advised that a full refund would be processed. I have confirmed that the refund was processed and credited back to your account on 7/3. Again, we regret not meeting your expectations during the service call, and we have refunded the trip fee that was charged to you. We hope this resolution is satisfactory and wish you the best with your garage door system moving forward.
  Thank you,
  ***************************
  Client Experience Manager

• Initial Complaint

  Date:07/01/2024

  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.

  The charges to repair our garage door was exorbitant and their employee stole 3 bicycle wheels from our garage. We were told there would be no emergency charge and they charged us anyway.

  

  Business Response

  Date: 07/11/2024

  Dear *******,
  We apologize for the experience you had with our service. We understand the importance of trust and transparency in our business, and we deeply regret that we did not meet your expectations.
  We see that you have already spoken with our ************* Manager, and he came to an agreement to refund the emergency fee that should have been waived and provided additional compensation. The refund check will be mailed out soon if it hasn't already been sent.
  Regarding the issue of the bicycle wheels, we have spoken with our technician and thoroughly checked his van. He assured us that he did not take any wheels from your property. We take such allegations very seriously and have conducted a comprehensive internal review.
  Once again, we apologize for any inconvenience this situation has caused. We are committed to improving our services and ensuring that such incidents do not occur in the future.
  Thank you for bringing this to our attention.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:06/28/2024

  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 installed a new garage door opener at my home November, 27th 2023. I called them this week because the door jerks when opening and thought they should take a look as it's only been 7 months. They told me they do no warranty anything they do or any parts or workmanship. Is their a law in this state that requires a contractor to warranty their work for 1 full year upon completion? All the tech said I can do a tune up for $40.00 and let you know what I find? Any experienced technician would have seen the door jump and jerk upon opening the 1st 3 feet then settle down.

  

  Business Response

  Date: 07/03/2024

  Dear ****,
  I apologize for the frustration you experienced with our service. Our technician was trying to explain that these builder-grade ***** ****** doors often have issues with their TorqueMaster spring systems, we've noticed that they have a shorter lifespan. To determine if the opener was operating correctly, a full inspection and possibly tune-up was necessary.
  I understand how this can be confusing. As a gesture of goodwill, I will process a $39 refund for the mandatory trip fee. If you are willing, we would like to send a senior technician to your home for a complimentary inspection and to offer solutions to fix the problems you're facing. If the opener is malfunctioning, the manufacturer offers a warranty on their product, and we will replace any defective parts.
  Please contact me directly if you are willing to have a senior technician come out for a full inspection and tune-up. You can reach me via email at ************************************* or by phone at ************.
  Sincerely,

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

  Client Experience Manager