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

  14309 Toepperwein Rd Ste 308 San Antonio, TX 78233-3850

  

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:02/04/2024

  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.

  We have been trying to cancel our member benefits since 29 January2024., We have submitted two request via their website to cancel the membership and have left two messages with their office staff to cancel our membership., Last person talked to on 2 Feb 24 was *** in *******. Job #*********

  

  Business Response

  Date: 02/06/2024

  Dear ********,
  
   I would like to extend my sincerest apologies for the inconvenience you have experienced while trying to cancel your membership with us. We value your feedback and are committed to resolving this issue promptly.
  
  I'm pleased to inform you that your membership cancellation request has been received and is currently being processed. We understand the urgency of your request and want to ensure a smooth resolution.
  
  To address your concerns, we have initiated the refund process for your membership fees. You can expect to see your refund reflected in your account within **** days from the date of this response, depending on your financial institution's processing times. We sincerely apologize for any delays you may have encountered during this process.
  
  If you encounter any further issues or have additional questions regarding your refund or membership cancellation, please do not hesitate to reach out to us directly. Our dedicated customer support team is here to assist you throughout this process and ensure your complete satisfaction.
  
  Once again, we apologize for any inconvenience you have experienced, and we appreciate your patience and understanding. We value you as a customer and are committed to resolving this matter to your satisfaction.
  
  Thank you for bringing this matter to our attention, and we look forward to providing you with a seamless resolution.
  
  Sincerely,

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

  Client Experience Manager

• Initial Complaint

  Date:01/25/2024

  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 hired A-1 garage to install a garage door and motor about a year and a half ago. One of the panels they installed came damaged. Also the 1000 dollar motor was defective. I payed extra for this motor as it has a camera built in. The camera has never worked since the install. I have set up several appointments for them to come out and set up the camera and install a new panel to replace the old one. They came out a couple times and did not bring a new panel or fix or replace the motor. I also found out I over payed by thousands for the door and motor. Total of ***** dollars for a 9x7 door and motor. The average for this is about *****- ***** for the exact same thing from other companies. I have missed days of work having them come out to o fix the problems and have gotten nothing done. I gave them one more chance to fix this two weeks ago and they canceled on me the day of and once again I missed a day of work for nothing. I am now done with this company and I want out of my contract.

  

  Business Response

  Date: 06/19/2024

  Dear ******,
  We sincerely apologize for any inconvenience you have experienced. Unfortunately, due to unforeseen circumstances, we no longer service this territory. We made multiple attempts to contact you before this branch was closed to address these issues. We understand your frustration and regret that we could not resolve the matter to your satisfaction.
  Thank you for bringing this to our attention.
  Sincerely,

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

  Customer Answer

  Date: 06/20/2024

  I do not accept this response as it does not resolve anything. A-1 garage is so highly priced because they offer a lifetime warranty. That was why I was willing to pay more. But they didnt fulfill that promise and I have been stuck with a dented door and an opener that doesnt fully work for almost 2 years now. I  have been trying to get this resolved since the door was first installed and still havent had anyone come here to fix it. I do not wish to work with this company anymore and want my contract with them canceled. They breached the contract and I want out. 

• Initial Complaint

  Date:01/17/2024

  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 had to call 3 times to fix my garage. Sales guy was nice but boy oh boy he took advantage and up sold me. Things I did not need and my garage still does not work. I had a recall. The guy came out and wiggled the eyes around and said that should fix it. Then suddenly my small garage stopped opening. It's interesting how nothing was wrong, but now the other door won't open....Not only that, but the new rolls he put on broke a hinge and roller came off too. Garage won't even open. Then there are marks on the track where he opened it with pliers to put rollers in track. Now the track is bent. That did not seem right to me. That is how the roller fell out. Track is unstable, thank gosh the door didn't come all the way off. Like I said, I called them for a fix. So now neither garage works. I went from $300. Fix to $2,000.And nothing works. I have asked them to give me refund and take their parts back. All I got was someone will call you back.Not today. Maybe tomorrow, the rep could not confirm.In the meantime, cars are outside, and the garage doesn't open. I don't want to be mean I am just saying I gave them the option to fix it and they didn't. Now I can't even get someone to call me back. I need my money back, a call back.Parts are being taken off by another company because I need the broken parts replaced. I will return them to company.

  

  Business Response

  Date: 01/19/2024

  Dear *******,

  Thank you for bringing this matter to our attention. I understand that our ************* manager has already been in touch with you, offering a partial refund and scheduling a recall appointment with our senior technician to address any issues or concerns you may have. We will follow up after the recall on 1/23/2024 to ensure your complete satisfaction with the service provided. If you have any questions, please feel free to reach out to ******, and I am also available as a backup contact at any time. We apologize for any inconvenience caused by the original repairs and are committed to making things right.

  Regards,

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

  Client Experience Manager

  Email: ************************************* Or Ph ************ 

  Customer Answer

  Date: 01/19/2024

  At this point, I feel to much damage has been done. I already hired someone to replace the broken door. 

  With a broken hinge and doors not working since day two.  Two people have already come out and it still doesn't work.

  It has been over 10 days and have not use garage.

   

  My spouse was also injured when she lifted the garage door to get car out of the garage. 

  So garage parts are new. We just want a full refund and I will return parts by the end of the month. 

  The cost to replace the door with broken hinge is $2500 dollars. If it wasn't for A1 I wouldn't have this other expense.

  Thank you

• Initial Complaint

  Date:01/12/2024

  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.

  Business replaced my entire garage door, preformed a service, and I paid for a lifetime warrenty and service agreement. A year and 2 months later when I needed service I called and was told "we do not service that area anymore". The quick of my conversations with 3 different people over the next 5 days was that they no longer offer service in ******** as of December 31, 2023 and I was on my own to find service for my door. I mentioned that they still advertise they service this area (*********, *******, *****) with a facility literally 1 mile from me. They stated yes they will change the web site. I stated it appears updated 2024. They stated yes it needs to be changed but rest assured they are not taking more jobs. I mentioned this NEW door is literally a year old with a warranty and can a business really STAY in business in other states but not make provisions for those that are left behind. I was apologized to and the manager stated he felt really bad and it was a really hard case knowing this was a new door and everything but they just had no one to service it here anymore. Overall I think it is unfortunate a company (large and still operating nation wide) can up and decide they no longer service an area and no longer uphold their warranties. I SEMI understand if it goes out of business and there is no one to follow up. But this is a company operating and conducting business yet they can now decide they will not help past customers based on a location? Would I like my money partially refunded as I did have to pay additional work today now...sure! Would I like them to have some responsibility...absolutely. Overall someone in management needs to at least answer to the BBB that you just cant decide you will no longer service a certain area and expect to keep a good name though!

  

  Business Response

  Date: 06/19/2024

  Dear *****,
  We deeply apologize for the inconvenience youve experienced. Due to unforeseen circumstances, we had to close our branch servicing your area as of December 31, 2023 and no longer have personnel available to service your area.. This decision was challenging and impacts customers like you, for which we are truly sorry.

  Sincerely,

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

  Customer Answer

  Date: 06/22/2024

  The response is an apology but no ramification.  So I am out the money.  And I should be satisfied and say "all good since you apologized"????

  In addition what makes me absolutely not accept this as a true apology is they verbally state they are sorry but they NO LONGER SERVICE THIS AREA (ie I'm out of luck and they don't have to worry about it) yet their website STILL to this minute clearly shows ******** and my surrounding areas as an option for their service !  So after 6+ months, they do not feel enough responsibility to even update the web site and prevent others from spending money on a garage door and ending up in the same boat with no "lifetime warranty" since you won't service the area

• Initial Complaint

  Date:01/05/2024

  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 October 16, 2023, Invoice *********, ********************* of A1 Garage Door Service came to my house to repair an inoperable garage door. Upon completion of the work he sprayed a silicon substance (on the inside of the door) which subsequently left 3 large circles on the outside of the middle section of the door. I didn't notice this until the next day, at which time I called to explain the issue. On November 7th, ******* from A1 came to the house and proceeded to use Simple Green to remove the circles. Well, the circles were removed, but a large vertical rectangle of a darker grey was left in its place. ******* gave me the impression that this would fade. When it didn't I called A1 again on November 27th, and after being routed 4 times (and hearing the same recordings) I finally talked to a man (I'm afraid I didn't get his name) explaining that the garage door would need to be painted. He said he would need to email his managers and they would get back to me. I asked him when I could expect a reply, and he said I should hear something by Friday, December 1st. I also asked him if he would copy me on the email, and he cited privacy issues. Needless to say, I never received a reply. I came down with a virus the following week and was ill most of December. I called A1 on January 2nd and was forced to leave a message - no call back. On January 4th, I filled out their online contact form hoping I would receive a call back. No call back has been received. I am not disputing the amount of money I paid, I merely want my garage door all one color. (I'm attaching a photo). The community I live in has a rather strict HOA, so I would like to have this resolved before I receive a letter. My hope is that you have a contact at A1 that you can reach out to. I was unable to find any email address on their website, as I would have followed up with them initially. Thank you for any assistance you can provide.

  

  Business Response

  Date: 01/18/2024

  Thank you for bringing this to our attention. We immediately informed our regional manager and operation of the issue. We have contacted the customer and we agreed to come paint the door at no charge. Although the weather is an issue, we do have a scheduled appointment with the customer for 1/19/24. We apologize for what has happened and agree to make it right. 

   

  Thanks,

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

  Client Experience Manager

  Customer Answer

  Date: 01/22/2024

  
  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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/06/2023

  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.

  A rep came out to provide an estimate to replace my garage doors. Was supposed to give estimate on the spot. Had reception issues and could not give estimate and would call later in the day. This was a saturday. Never got a call. I called monday and they said would have an estimate by tuesday morning. Didn't receive. Finally got a call after calling to complain again. Receieve and approved estimate no questions asked. they ordered matrials, no problem. Got a call to schedule install, arranged for someone to be home. They came and installed doors but said they ordered wrong trim color and would reorder trim. Trim came in, scheduled, arranged for someone to be home. Came out installed partial trim and said didn't have enough. Ordered remaining trim scheduled appointment sat home for 6 hours for install. Even called to confirm at 4:22 they were coming. Said yes, checked schedule he is still coming. be there by 7pm. 7pm comes call again, placed on hold and was told ***** was coming, management assigned to someone that was off, even tough i called a couple hours prior and was confirmed after waiting 6 hours today. No management to call to correct tonight just told not to be upset....what?????? Next visit will be 5th visit for garage door estimate/replacements.Have already collected all my money so I guess I will have to dispute as job has not been finished and will not wait for a tech another6 hours

  

  Business Response

  Date: 11/08/2023

  We sincerely apologize for the frustrating experience you've had with our service. Your feedback is essential to us, and we appreciate your patience in addressing these issues. We understand the inconvenience you've faced throughout this process. Firstly, we apologize for the initial delay in providing you with an estimate due to reception issues. We acknowledge that this set a frustrating tone for the rest of your interactions with us. 
  The subsequent miscommunications regarding the trim color and multiple rescheduling attempts are unacceptable, and we take full responsibility for the errors made. We also apologize for the extended wait times during your appointments; this is not the level of service we aim to provide. 
  We have taken your concerns seriously and have reviewed our internal processes to prevent such issues from occurring in the future. Our management team is currently working to ensure better communication and more efficient service delivery. 
  We understand an agent called you the next day to explain the issue and apologize and we had a technician come out the same day to finish the job to your satisfaction. Please accept our sincere apologies for the inconvenience you have experienced. We value your business and we want to make things right. 
   If you would like to discuss it further, please contact me direct.  
  Once again, we apologize for any frustration and inconvenience this has caused you. We appreciate your patience and look forward to resolving this matter to your satisfaction. 

  Thanks,

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

  Client Experience Manager

  Email: ************************************* or Ph ************

• Initial Complaint

  Date:10/18/2023

  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.

  In June 2023 (Invoice *********), the ********* area A1 Garage Door Service installed a new lift motor for my garage. At the time, they asserted that the garage door was bad and ruin the equipment. I chose not to go forward with the service because of the significant expense from the lift motor and the rude interaction with the contractor. As a result, I paid $760.04 to A1 Garage Door Service but have not been able to use my garage at all since June.When I was ready to invest in a new door to complement the lift motor, I contacted a number of other garage contractors since I no longer wanted to work with A1. I was advised by the other contractors about the newly installed lift motor was defective and that I should contact the original contractor and manufacturer. In addition, it's evident that the defective lift motor was the issue and not the garage door.Attached, you may find my original invoice from A1 Garage Door Service, a summary of the inspection from another contractor, and image of the serial number from the manufacturer. I'm requesting a total refund of services from A1 Garage Door Service so I may complete the necessary work with another contractor and consider a new garage door. Please remit the full amount paid with immediacy so my garage can become operational, again.

  

  Business Response

  Date: 10/24/2023

   Dear ******************,
  
  After reviewing your case, I have a few questions regarding your concerns and requests that I would like to discuss with you. It would be greatly appreciated if you could reach out to me at your earliest convenience. I am interested in exploring an agreement that is mutually beneficial for all parties involved. Please reference job# ********* when you contact me. 
  
  Thank you,
  
  ***************************
  Client Experience Manager
  Phone: ************
  Email: *************************************

  Customer Answer

  Date: 10/27/2023

  I am rejecting this response because the business submitted a reply before their investigation or any attempt to resolve the matter. In addition, I have since verbally spoken to ****** who did not have sufficient influence or authority to resolve the matter with the local A1 branch. I am requesting that an elevated resource with sufficient authority and influence review the matter so we may bring this issue to resolution.

  

  Business Response

  Date: 11/08/2023

  Wed like to address and provide clarity regarding the situation. During our initial assessment of your garage door system, we identified the springs needed replaced. We strongly recommended replacing the springs as they play a crucial role in supporting the weight of the garage door. In fact, we had you sign a liability release waiver that stated the importance of replacing the springs before using the new lift motor. We also informed you that failure to replace the springs could potentially damage the motor over time. We had a recall inspection three weeks later, we noticed that the springs had not been replaced as advised. This caused excessive strain on the lift motor, ultimately leading to its burnout. As a result, the warranty was voided because the equipment was not used in accordance with the recommended guidelines. We understand that you decided not to proceed with the spring replacement service due to cost concerns, and we respect your decision. However, it is essential to note that the issues you encountered with the lift motor were a direct consequence of the unreplaced springs, rather than a defect in the motor itself. This information was conveyed to you at the time of the installation, and it was documented in our records. We firmly stand by our assessment that the motor's failure was a result of the pre-existing condition of the springs. I would like to mention that, considering you have since replaced the garage door as we had recommended, we were prepared to replace the burned-out motor at no cost. However, we understand that you have already installed a new lift motor through another contractor. We regret any inconvenience this situation has caused you, but we cannot issue a refund for services rendered in accordance with our recommendations and industry standards. Our goal is to ensure the safety and functionality of your garage door system, and we believe that following our initial advice would have prevented the issues you faced. 
  

• Initial Complaint

  Date:10/07/2023

  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.

  Had service man out to look at garage door, needed new springs and cables. After gentleman installed and left, I noticed he put a hole in my garage wall when he had to remove the pullies.I contacted A1 and after several attempts I was able to get into contact with a supervisor and we discussed this issue and agreed that I would have it fixed and A1 would reimburse me( I have a email stating all this) I had it repaired and sent the invoice to her, heard nothing, called customer ********************** to find out she is no longer with the company. I was told someone would get back to me and that has not happened.I feel like Im getting the run around

  

  Business Response

  Date: 10/11/2023

   I spoke with ******************** and worked this out. He was not getting any response from our customer ********************** department and had to file this complaint to get the right persons attention. We apologize for letting this slip for so long. We processed a refund for the cost to repair his sheet rock damage.  I called **** back to be sure it cleared on his end, and he is happy.  This case is complete.

  Thanks,

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

  A1 Garage Door

• Initial Complaint

  Date:10/02/2023

  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 had a ***** ****** Torque Master ballast spring break and A1 Garage BOI **** 052-S came to my home on 09-28-2023 to diagnose and said that a replacement from ***** ****** was "like $800 and takes 4-6 weeks to get" and proceeded to quote me a conversion at $1300 to $1900 depending on the warranty. I did not know anything about garage doors, but thought that was extremely expensive. He did lower the price and I agreed to have him do the conversion based on the information he provided as I assumes A1 Garage TMII Enterprises was a reputable company. I called ***** ****** ***** on 10-2-23 and they reffered me to The Garage Door Store as an authorized dealer who quoted me $360 parts and labor and had them in stock and could do the repair same day. Based on this outright lie I was scammed out of $670. I am attempting to cancel the transaction.

  

  Business Response

  Date: 10/03/2023

  Dear *****,
     I want to express my gratitude for taking the time to speak with me regarding your recent repair experience and the concerns you raised about **************'s service. It's our utmost priority to address any issues promptly, and I'm pleased that we were able to find a resolution that meets your expectations.
  Regarding the refund process, rest assured that we are already in the process of ensuring a swift and hassle-free transaction. You can expect to see the refund in your account shortly.  We appreciate your business and hope to serve you even better in the future, and we are committed to providing you with the best service possible.
  Once again, thank you for your feedback and for giving us the opportunity to rectify this situation.  If there's anything else you'd like to discuss or if you have any future needs, please feel free to contact me at Ph ************.

  Warm regards,
  ***************************

  Reputation Manager

   A1 Garage Door Service

  
  
  
  

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our garage door openers were installed about 4 years ago. The openers open carriage doors. They malfunctioned and the sticker says "Lifetime Warranty". I called them to service their openers and was informed that they don't service carriage doors. I stated yet you installed them and offer a lifetime warranty. Their response was "we're sorry we just don't service carriage doors". This is clearly misrepresentation as they obviously did work on carriage doors and they clearly do not honor their lifetime warranty.

  

  Business Response

  Date: 09/21/2023

  I reviewed this complaint and talked to the person that sent it to you.  First off, we did not have any record of the person's name or phone number in our system.   I was however able to pull up the address.  It appears we installed two new openers back in 2019 under a different name and number at this address.  We don't have record of this person calling in to set up a service call.  After I talked to him and had him send me pictures of the door, openers and sticker, it appears we were there in 2019.  We don't understand why he was told we don't work on his type doors.  Again, no record of this person in our system.  If or when he called in, the proper thing to do would have been to set up at appointment to have a technician come take a look.  As far as our stickers saying, "Lifetime Warranty", that was branding we used to put on our sticker. The meaning was we honor our labor.  All parts, in this case, openers have life spans, so the sticker does not mean the opener has a lifetime warranty. **** and I spoke about that, and he understood...  These stickers are no longer used, and we are removing any that we see and replacing them with our current label.  I asked the customer what he expected, and he said when the doors would not open, he called the number on the sticker and needed us to come fix his garage doors because his cars were trapped, he was frustrated because he was told we don't work on Carriage Doors, we don't understand why he was told that. I offered to send a tech ASAP to take care of him and he said he already called someone else to fix the issue. 

  Customer Answer

  Date: 09/22/2023

  See attached response

   

  
  

  

  Business Response

  Date: 09/28/2023

  Dear ********************,

   Thank you for all your patience and understanding throughout this process of resolving your complaint. As we spoke about, the warranty concerns would only apply towards our workmanship and not parts. In a normal case, you would have to be our customer in order to offer any refund, but in good faith we would like to reimburse you for the $145 service fee you had to pay the other service company to repair your garage door opener. We think this is fair considering or CSR failed to set up an appointment with you when you were in dire need when your garage door would not open, and your cars were trapped in the garage.  Please allow 4-7 business days for our team to cut a check and mail it to you. 

  Thank you,

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

  A1 garage Door Service

  Customer Answer

  Date: 10/20/2023

  Back on 9/17 I filed a complaint against A1 Garage Door Service, complaint ID #********. This was to have been resolved on 9/28 (see communication history) where they were to have reimbursed me for $145 within 4-7 business days to process and then a few days for mail. It is now October 19 and that check has not been received.
  

  
  

  

  Business Response

  Date: 11/14/2023

  Hi ****,

   I believe you should have received payment as of 11/8. After connecting with you, I was explaining our hold up. We had a hard time getting our system to process payment because you were not in our system and there wasn't a current job to tie it to. So, we sent you a gift card in the amount of $200 for all your troubles.  Sorry this took so long, but I am happy we have met our end of the bargain.

  Thanks,

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

  Customer Answer

  Date: 11/14/2023

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