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 100 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:06/02/2024

  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 ordered and paid a deposit of $6000 for garage doors on May 2, 2024. I dont know why the invoice date is dated of April 25, 2024 because the first time anyone came out and I talked to anybody was May 2. As you can see the date next to my signature is May 2. Either way, I decided to cancel the order and follow the contract by contacting them within three business days. as you can see in the cancellation form that I sent them. I also called and talked to someone to cancel on May 5th. They stated they were filling out another form as well. According to the cancellation form, I should have been remitted the funds within 10 business days. I paid with a personal check. 10 businesses days came and went and I heard nothing. I contacted them to see what was going on and after numerous phone calls over several days was finally told that the check was mailed on May 17 and to give it 10 business days from that date. I gave it another 10 business days and still nothing. So now were at April 2nd, 2024 and I still dont have a check and have not been contacted. I have asked numerous times to talk to the accounting department because when I call into customer **********************, they say that they cant do anything other than send accounting a message or call them for me to have them contact me. They didnt have a number for me to call and speak to someone. I waited on hold and was then told that they couldnt get ahold of anyone but they would leave a voicemail and send an email to have someone contact me. That was on Friday May 31st. I still havent heard from them. I want to get my refund as quickly as possible. I know that had I not followed the contract and not canceled within the three business days they would not have either refunded any of my money or Im sure I wouldve paid a penalty. Why is it that even if I follow the rules, they dont have to? And then I dont get anybody that I can talk to that can give me an answer other than could you give us a few more days?

  

  Business Response

  Date: 06/03/2024

  Hello *****,
  Thank you for bringing this to our attention. I apologize for any inconvenience caused. I have confirmed with our accounting department that check #***** was cut in the amount of $6000 and mailed on May 16, 2024. We appreciate your patience and understanding. Please allow a few more days for the check to arrive.
  If you have any further questions or need additional assistance, please don't hesitate to contact us.
  Best regards,

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

  Client Experience Manager

  Customer Answer

  Date: 06/03/2024

  it is now June 3 and I still have not received a check. This is causing me financial is***s. I will now be contacting a lawyer to *** for damages as well. Shouldnt lie to a customer because it doesnt take 18 days for something to be mailed from *******, ** to ************, **.

  

  Business Response

  Date: 06/04/2024

  I understand your frustrations, I would feel the same. The first check was indeed mailed back around 5/16/24.  The latest information I received, was that accounting went ahead and cut a new check and had it overnighted to you this morning.  Hopefully you have received it by now, please advise if you don't receive it.

  Thanks,
  ******

  Customer Answer

  Date: 06/04/2024

  
  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 did receive the overnighted check today. I consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:05/18/2024

  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.

  1-1824 I am writing to express my dissatisfaction with the recent service I received from A1 Garage Door. I paid for a repair service for my garage door, but after the technician's visit, the door only worked for about four days. When I requested another visit to fix the issue, I was informed that I would be charged the full price again.Moreover, the first technician who arrived did not assess my needs or address my initial concern. Instead, he immediately attempted to sell me a $15,000 garage door, which I found highly inappropriate and unprofessional.This experience has been very frustrating and reflects poorly on A1 Garage Door's customer **********************. Due to this, I will not be doing business with or recommending your company in the future.I urge you to look into this matter and take appropriate actions to prevent such issues from occurring again.

  

  Business Response

  Date: 06/03/2024

  Hello **************,
  We are sorry to hear you're having issues with your door. When our technician arrived on January 18, 2024, he advised that your torsion springs needed to be replaced. He mentioned that the improper springs were causing extra wear and tear on your opener. The technician attempted to adjust the door and opener, successfully getting it to operate at that time, but he warned that it might not last long without the proper replacements.
  On February 1, 2024, we returned and made further adjustments to the door and opener, and the door was operating then as well. However, we did caution you that we couldn't guarantee how long the fix would last without the recommended replacements. We have a 30-day warranty, and we did not receive any notification of issues until your posted complaint.
  Without the recommended replacements, we are unable to move forward with further repairs. We regret how this situation has turned out, but we cannot provide additional service under these circumstances.
  Regards,

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

• Initial Complaint

  Date:05/09/2024

  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 got an ad for a free quote from A1 garage and called them to schedule just that. Nothing was signed, no info was given to charge me just a free quote for the spring repair. After I got the quote and had another company quote me 1/4 of the price of A1 I obviously went with the better option. Later I received this demand letter for me to pay or they will "send me to collections". They have none of my info other than my name and address. How can a company make this threat to send someone to collections when they advertised a free quote. They later said it would only be free if I moved forward with them which again nothing was singed based on those terms. This gimmick of baiting "free quotes" that later turn to a demand later should not be illegal!

  

  Business Response

  Date: 05/16/2024

  Dear *****,
  We appreciate you reaching out to ** and bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced. After reviewing your case and examining the job notes and call records, it's clear that there was a breakdown in communication from our end. We want to assure you that we will be voiding the outstanding balance on your account, resulting in a zero balance.
  Thank you for your understanding.

  Regards,

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

• Initial Complaint

  Date:05/01/2024

  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.

  We had a garage door installed on 4/1/2024. When the installer was done, there was a 3 inch gap on the right side of the door, it wasn't flush to the concrete. I asked him why there was a gap he said the door is level, the ground is not but our old garage door was flush. I told him there is no way we would have agreed with that, It's ridiculous to think we would spend $7,000 and be ok with a 3 inch gap. When another person came back to look and talked to my husband he claimed that the salesman should have done a check on if the ground was level and he did not do that. He also did the steps the original salesperson should have done. My husband made a comment about oh so you are here to cover your ass? And he shrugged and said basically. My husband mentioned to the original salesman that the ground was not level. The installer said that if the salesman had done things properly, they wouldn't have taken the job. We originally just wanted the top panel fixed and decided to go ahead with the new door and now we have a door that rain or critters could get in, someone could probably force it open. Then the company wanted a mudjacking company to come give an estimate. We went through that process and my husband has called twice and they refuse to return our call. The money had already been released to the vendor before we could stop it so they probably just don't give a ****. It's a lot of money because someone didn't do their job properly.

  

  Business Response

  Date: 06/19/2024

  Dear ****,
  We apologize for the inconvenience you experienced with your garage door installation on 4/1/2024. We're glad we could send a technician to correct the issue and that you are now satisfied with the final result. Your feedback is important, and we appreciate your patience as we resolved this matter.
  Sincerely,

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

• Initial Complaint

  Date:04/25/2024

  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 purchased a replacement garage door from A-1 Garage Door Service on February 2024 and it was to be installed February 18, 2024. When the door arrived, it was damaged. This apparently created a debate between A1-Garage Door Service, the shipping company and Clopay as to who was going to pay for the damaged door. After multiply calls and my apparent loss of patience a A1-Garage Door employee offered to send me a check for $200 to compensate for my inconvenience and the cost to travel to my summer home to facilitate the installation of the new door. April 18, TWO months after the promised date, the door was finally installed. To this date I still have no received the promised $200.

  

  Business Response

  Date: 05/02/2024

  Dear *****,
  We regret the delays and any inconvenience you've encountered during the installation of your new door. After looking into the delay regarding the refund our representative assured you of, I've discovered there was a hiccup. However, my accounting department has confirmed that the refund will be mailed to you this week. Thank you for bringing this matter to our notice, and once again, we apologize for any inconvenience caused.
  Best regards,

  *************************** Manager,

  Client Experience Manager

• Initial Complaint

  Date:04/15/2024

  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.

  Was signed up for a garage service membership I was told I had to keep on for 1 year. The year would have ended in August of 2023. At the same time I sold my home in August and recall calling all the companies I needed to cancel in preparation of our move. I noticed 8 months later that I was still being charged for the 8.95 membership charge. I called and was told they would send a notice to proceed with the cancellation and backdate the refund since I of course sold my home. ******* the office manager calls me days later and says she shows no record of a call back in august, therefore they refuse to refund me. I find this to be very frustrating as I feel I should receive a refund especially since I no longer lived in that house for the last 8 months. I cannot recall when I called them so I wasnt able to provide a specific date to go back on.

  

  Business Response

  Date: 04/30/2024

  Dear ******,
  We sincerely apologize for the inconvenience you've experienced regarding your garage service membership. We understand your frustration and want to address your concerns as swiftly and effectively as possible.
  After thoroughly investigating your case, we regret to inform you that we have been unable to locate any phone records indicating a cancellation request made in August of 2023. We understand that this *** come as a disappointment, especially considering your circumstances surrounding the sale of your home.
  Our office manager, *******, has diligently searched our records for any indication of your call, but unfortunately, we have not been able to find any trace of it. However, please know that we take customer satisfaction very seriously, and we deeply regret any oversight on our part that *** have contributed to this situation.
  In light of the confusion and inconvenience caused, we would like to extend our apologies and offer a resolution. While we cannot locate records of your cancellation request, we acknowledge the validity of your situation and are prepared to proceed with the cancellation and issue a refund for the charges incurred since August 2023.
  We hope this resolution is acceptable to you, and we genuinely appreciate your understanding and patience as we work to rectify this matter. Your satisfaction remains our top priority, and we are committed to ensuring that your experience with us meets your expectations.
  Please feel free to reach out to us if you have any further questions or concerns. We value your feedback and are here to assist you in any way we can.
  Thank you for bringing this matter to our attention, and once again, please accept our sincere apologies for any inconvenience caused.
  Warm regards,

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

  Client Experience Manager

  Customer Answer

  Date: 05/14/2024

  Good afternoon ******,
  
  I do appreciate you trying to make this situation right for me as a customer. May I have a turn around time for when to expect the refund back to the original form of payment, please. Upon checking my statement I see it has yet to be issued, but also I see that I was charged again for these services on 4/16 and again on 5/1. I was assured that this was cancelled when I called in April, before the charges occurred. May I ask that you ensure this cancellation takes place this time and all monies be refunded, please. 
  
  Thank you,
  ********************;

  

  Business Response

  Date: 05/14/2024

  Hello,

    I have followed up with my accounting team today.  The refund in the amount for $71.60 was approved and processed on 5/13.  You should see it come across your account within ***** hours.

  Thank you,

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

  Customer Answer

  Date: 05/16/2024

  hello,

   

  in addition to the 71 refund I was also charged for 2 more months as it seems the membership still has yet to be cancelled. Can you please issue a refund for the last 2 months in addition to the refund already due and make sure the membership has been cancelled and no more charges will be taken out of my card.

• Initial Complaint

  Date:04/09/2024

  Type:Delivery 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.

  Date of transaction was 3/5/2024. A 1 gave me an estimate of $5859 to replace my garage door after they did an inspection and found some cracks. We discussed the replacement of the door and I told them several times that I wanted an non insulated door. I then gave them $1500 deposit. Several weeks later I notice on the paperwork that they order an insulated door. I called to ask about it and then told them to cancel my order, on 3/29/2024. I have called several times to ask about my deposit. On the contract it says I have 3 days to cancel an order as of the above date. But there is NO date on the paperwork. I was told later that the date is the date I signed the paperwork. Again no date on the page. I kept telling them they ordered the wrong door and that is why it was so expensive, but they don't seem to care. I already have made other arrangements with another company and they have replaced my door already.I don't know how to upload the page regarding cancellation.I have also requested a copy of the recording they have of our arrangements.

• Initial Complaint

  Date:04/04/2024

  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.

  On March 30,2024 I called A1 Garage to fix my garage door that was stuck. A1 Garage fixed the garage door and charged me $1513.73. The only problem that I had with them was the pricing of the part that they used to fix the door. They charged me $1237.63 for a TraditionalTorsion Spring System.The same system is sold at ********** for $213.00 and sold at Amazon for $139.00.This amounts to a 500% price increase.I called A1Garage and talked to an employee----he offered me a $75.00 coupon to compensate for the $1000.00 price markup. The following day 4/2/2024 another employee called and offered me $200.00 (Good Faith ****** I told him that I would accept $600.00 for an adjustment the price.He then told me to have a nice day!

  

  Business Response

  Date: 04/12/2024

  Dear *******,
  We sincerely apologize for any inconvenience you experienced with the pricing of the Traditional Torsion Spring System during your recent service with A1 Garage. We greatly appreciate you bringing this matter to our attention, as customer satisfaction is our top priority.
  After carefully reviewing your case, we acknowledge discrepancy in pricing between our service and internet prices you mentioned. While we strive to provide competitive pricing aligned with industry standards, we understand your concern and would like to offer a resolution to address this issue promptly.
  As a gesture of goodwill and to demonstrate our commitment to customer satisfaction, we would like to offer you a refund of $300. We believe this amount fairly reflects the difference in pricing and serves as a token of our apology for any inconvenience caused.
  If you accept this offer, please let us know at your earliest convenience, and we will initiate the refund process immediately.
  Once again, we apologize for any frustration or inconvenience this situation may have caused. We value your business and hope to have the opportunity to serve you again in the future under more favorable circumstances.
  Thank you for your understanding and patience.
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:03/25/2024

  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.

  Was given a lifetime warranty for garage door springs transferable to me at closing of my home on 09/2019. Upon calling A1 Garage today they said they no longer have operations in the *******, ** area so warranty is no good.

  

  Business Response

  Date: 03/28/2024

  Hello,

   We are sorry to say we have closed this branch and no longer service this area. We are sorry for the news and any inconvenience this may have caused. 

  Thank You,

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

  Client Experience Manager

  Customer Answer

  Date: 03/28/2024

  This is not a satisfactory answer.  You need to provide us with another company in the area to fulfill the warranty or send someone from your KC location.  

• Initial Complaint

  Date:03/18/2024

  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.

  To say that they take advantage of people in a desperate time is an understatement. You're what's wrong in the world. 1. Emergency Service call for $199. ***** #1 2. Mandatory trip charge for $39. ***** #2 3. Crashed door fee for $407.86. ***** #3 None of these supersede the other? Why a mandatory trip charge when you're already charging $199 for a service call fee? A flat rate crashed door fee? Why not charge as necessary for services performed as opposed to flat fee when you know damned well and good all of those items covered under your exorbitant fee were not performed. And they didn't even include the extra charges for parts they replaced in the final receipt. Total final bill was for $893.53.

  

  Business Response

  Date: 03/28/2024

   The customer also filed a complaint with the *** Our VP of operations (*****************************) had addressed the same way we will on this. We admit the $39 trip fee should not have been charged, but the customer signed off on everything else that was charged before any work was performed. In good faith we refunded the $39 trip fee and an additional 10% of the charges will be given, bringing the total to refund to $124.45. This refund has already been processed and will go back on the credit card used to pay for the service at the time of the service. This refund will appear within 7-10 business days.
  Should anyone need any further assistance, I will be more than happy to assist.

  Thank you,

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

  Client Experience Manager

  Customer Answer

  Date: 03/28/2024

  When my wife initially called to report hitting the garage frame, she was only informed of a $199 after-hours fee. However, upon the technician's arrival, she was hit with an additional $407 crashed door fee, which was never mentioned beforehand. Had she been aware of this extra charge, she would have sought services elsewhere.
  Secondly, the technician replaced parts without obtaining my wife's explicit consent, which violates the terms of our contract. According to the contract, any replacements must be accompanied by expressed written consent from the homeowner after a thorough explanation of the work to be done.
  I believe that my wife was taken advantage of, considering her emotional distress from the damage and the fear of not being able to secure the garage door at night due to my deployment. Moreover, the exorbitant fees totaling $600comprising the trip charge and the crashed door feeseem unjustified, particularly given that the actual labor involved was minimal, taking perhaps half an hour to replace a track and testing.
  In response to the argument that we signed the final bill, I contend that the charges should be evaluated based on industry standards and comparable services. Questions should be raised regarding the reasonableness of the after-hours rates, especially in comparison to the trip charge, as well as the standard fees for garage door alignment and testing. Any discrepancies in these fees could suggest unfair pricing practices.
  Furthermore, the lack of transparency in offering alternative, less expensive options, such as temporary repairs until a permanent solution could be implemented, raises concerns about the integrity of the business. I believe the the repairs were conducted in bad faith, prioritizing profit over customer satisfaction.
  The company's reliance on the signed **** does not absolve them of questionable business practices. Instead, it highlights a disregard for customer welfare and a failure to uphold ethical standards.