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

  
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  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:08/28/2023

  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.

  On 7/29/2023 I had a1 out to repair door opener. After the tech looked at it said he would have to. Order aboard and would need half of the cost paid upfront before they would order it , so I gave him a check for it.He said he would be back the next Thursday with the part (8/3) .I heard nothing from anyone at A1 , so I called and was told bycustomer service the board was ordered the Monday before my call and it was scheduled to be installed the 11.th I called the 11 to make sure it was comming and was told they couldnt get the board, but, they could install a new opener fro xxxx amount more which I declined and asked for a refund.I have waited several weeks and contacted them several times and always been given a different excuse why it will be much longer Im still waiting 8/28/2023

  

  Business Response

  Date: 09/21/2023

   I have reviewed this complaint to completion.  I confirmed on 7/29 ************** went to ******** home and came to conclusion that he needed a special part ordered in to be able to fix his older garage door opener.  Part was placed on order on 7/31 and we were told by our supplier the part would take another week. Another week went by and then we were told by the supplier that the part is no longer available, this part is a control board for an older garage door opener, our supplier showed to still have on in stock, but they could not put their hands on it.  The technician called ****** back on 8/10 to give him the bad news that the part is no longer available and discontinued, at that time the tech offered another solution.  ****** said no thanks and to please just send his money back. ************** cancelled the open order and put in a request to refund the down payment, he advised the customer it could take **** business days. We just changed over to a new system and the check kept getting hung up.  We show the check to be cut on 8/25/2023 Check #***** for $260 .... it cleared the bank on 9/5/2023.  We apologize for the inconvenience and appreciate your patience.

  Thanks,
  ***************************

  Reputation Manager 

• Initial Complaint

  Date:08/14/2023

  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.

  1st transaction dates back to June 29, 2022 and continues on May 20, 2023, on or about the date discovery was made by the owner, of this service conducted on the premises invoice #********* at the address of ***********************************************. ******, **************** was living at the home when apparently there was an incident with the garage door causing damage and unsafe conditions. No contact was ever made to the owner by the tenant or A1 service. They instead collaborated in attempting to patch up the damages and concluded with A1 pressing the tenant to sign a liability waiver, reflecting that A1 was clearly aware of the dangers still looming. A1 was aware that the person they were working with was NOT the owner of this property which would be the only person who could sign to any such valid liability waiver, yet they commenced the invalid act anyway. They also conducted a "maintenance" inspection and tried to recommend the tenant to have all these things done that were unrelated to the door damages in which many where still very evident and left uncorrected. **************** paid $271.45 and opted not have all of their unrelated recommendations done, they pressed the waiver, again without any contact with the owner. On May 1, 2023, a property inspection was conducted by myself (owner), and our property manager. During inspection it did not take long to recognize the damaged condition of the garage door. Contacts were unsuccessful with local personnel and finally made with A1 corporate to respond to this matter. After driving 130 miles to meet a technician, we had to still dance around all the additional services costs they wanted to perform and blames they wanted to pass off instead of getting right down to correcting the many left behind damages they neglected to repair correctly. On May 20, 2023 we paid an additional $120.57, invoice #*********, plus supplying most of the parts. We also asked about the free door rubber with any service and were quoted an additional $100!

  

  Business Response

  Date: 08/15/2023

  Our technicians have an obligation to let customers know if they have failing parts and provide estimates to repair them.  Our first visit 6/29/2022, this customer had a hung door.  We went out and safely got the door down and only charged our hung door fee.  We then offered options to repair, which were declined.  At this point, ************** had the tenant sign a liability waiver because they declined the repair to make the door safe.  We provided estimates that would have made the door safe.  There was only one estimate provided.   We were not upselling, we simply tried to do what was necessary to make the door safe.  Fast forward to May of 2023.  Customer called us out again to repair the tracks and the rollers and we did.  Our technicians notated that CX was happy with him and our Area manger and that the situation was handled.   We never tried to upsell, just tried to do the repairs necessary to get the door to be safe.  Customer needed several repairs to make that door safe which again, were declined because we were "upselling".  This was in May, and we had heard nothing from this customer until 3 months later in Mid-August with this complaint. 

• Initial Complaint

  Date:07/29/2023

  Type:Customer Service 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 closed the last complaint as I was promised a refund by yesterday well after the refund was supposed to be initiated. I still have not received it. I would like this resolved immediately as now my credit card payment is due and they will likely not make the refund in time.

  

  Business Response

  Date: 07/31/2023

  We have processed this refund.  It is now just a matter of when it hits the account. 

  Customer Answer

  Date: 07/31/2023

  I was told the money would be back in the account in ten business days. What is your new estimate for when the actual refund of money will occur.

   

   

  

  Business Response

  Date: 07/31/2023

  Based on our records, it should hit no later than the middle of next week. 

  Customer Answer

  Date: 08/01/2023

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

• Initial Complaint

  Date:07/19/2023

  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.

  We ordered a garage door on 7/5 and cancelled the order on 7.9, within the three business day window. We were told the refund would be issued on the card within 10 business days. I have sent several emails asking about the status/timeframe of the refund. No one has bothered to answer. I am not sure how else to get a response and my money back from this business.

  

  Business Response

  Date: 07/20/2023

  I apologize if no one has reached out to this customer with an update.  We had gotten behind in accounting, and the refund was processed on 7/13 based on our records.  Customer should see the refund hit the card in ***** business days from when it was processed.  Customer should see refund middle to end of next week. 

  Customer Answer

  Date: 07/22/2023

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

• Initial Complaint

  Date:06/29/2023

  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.

  On June 28, 2023, a representative or repair technician was in our neighborhood, Marathon Ranch. At some point, someone from A-1 decided to leave advertising material in our neighborhood, which is strictly prohibited and signs state that fact. What I have a problem with is that one of their people walked INTO my garage and affixed an advertising sticker next to my garage door opener on my wall. Uninvited, he walked INTO my garage. No different than a thief. I'm upset and angry that my personal property was trespassed. He was inches from the access point to my home, where my family was. He was absolutely lucky that I was not present, or I would've called the police and detained him. This is a reprehensible practice of A-1 to not only violate our neighborhood practice to promote their company, but also to allow their employees to unabashedly trespass into personal homes to affix their stickers. My family and I feel violated and this MUST STOP. Upon removing the sticker, it peeled paint off my wall. So, now I have to buy touch up paint.

  

  Business Response

  Date: 07/04/2023

  I apologize if one of our D2D people entered the garage without permission.  However, we are not thieves and we have done no service for this person, so they are not even a customer of ours.  We put stickers in every garage we service so if there are future issues with the door the customer knows who to call.  This person is not even in our system and has done no business with us. 

• Initial Complaint

  Date:06/29/2023

  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.

  I purchase a garage door and opener around 8/21 and the door has never worked right, and they have come out to fix it at least 11 times and it still don't work right. If you measure the door and the framing of the door opening the door is too small and they know it. It took me over a year to get someone with any ( AUTHORTHY ) to call me the date was 6-8-23 finely now I think I'm getting some were but no I'm not. They sent the district manager out on 6-10-23 and confirmed to me that the door was too small, and he was going to replace it His name was ***********************. So now A week later I have not heard from him, so I called he said they let him go and they would not except his what he thinks on the door.so now there sending out another technician to try to rig it to work and I'm not going to except A rig job ************ is a JOKE AND A RIPOFF.I do have a statement from the Manager they let go that will be in the Documents. PS **** said they were doing me a favor to fix my door he is their lead installer, and he is unprofessional and on knowledgeable. Thanks ****

  

  Business Response

  Date: 07/04/2023

  *********************** is no longer with the company.  Our technicians are highly trained and we do not rip people off, which is why we are replacing all 4 panels and we will be reaching out to customer when they arrive.  We already have the warranty job set up.  We apologize for the experience and the situation our previous manager put this customer in. 

  Customer Answer

  Date: 07/06/2023

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. and them to except the fact that **** their lead man is very UNKNOWLEDGEABLE and UNPROFESSIONAL and ****** did nothing wrong 
  
  Regards,
  
  **** & *************************
  
   
  

• Initial Complaint

  Date:06/27/2023

  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.

  Saturday, June 24, 2023, an employee of A1 Garage Door Service entered through the garage door, of my residence without permission. I was not at home during this time. I returned home at 6:23 pm. An employee defaced my property by placing a large red A1 Garage Door Service sticker on my painted garage wall next to my garage door opener. The opener is located next to the door that gains entry to my home. I have NEVER had service on my garage door or given A1 Garage Door Service permission to access my property. I attempted to call the business at 6:31 pm but the business was closed. I spoke to the business today, June 27, 2023, and was told the do have people that deliver stickers. It is unknown how they accessed my property or what their procedures are for delivering stickers.

  

  Business Response

  Date: 06/28/2023

  We apologize for this experience, and never want our technicians to make you feel unsafe.  We do put stickers in the garage for potential future service so there is a number to call in case of any future issues.  We do this standard with any service. 

  Customer Answer

  Date: 06/30/2023

  I NEVER requested service from your business nor ***** EVER been a customer.  Is this your practice to place stickers inside residences without the owners permission? This is trespassing.  Refer to ******* Revised Statue 13-1502 for Criminal Trespassing.  

  

  Business Response

  Date: 07/04/2023

  If our people are walking into garages without permission, then they will be handled and coached appropriately.  We apologize for this experience. 

• Initial Complaint

  Date:06/22/2023

  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.

  On 6-22-20 at around 2:30 I contacted A1 Garage Door Repair and scheduled an appoint for that afternoon. Repair to be done between 4 and 6. Waited for almost the full 2 hours to be notified at around 5:45 that they would not be coming out. Explained to me that they had a technician problem.

  

  Business Response

  Date: 06/23/2023

  We apologize that we were not able to make the scheduled appt.  However, things happen and ************** had a family emergency. 

• Initial Complaint

  Date:06/04/2023

  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 garage door repairman came to fix a problem with a door the same company had installed. On May 23rd, instead of working on the garage door in question, he decided to lubricate the mechanism of the other door, where there was no problem. Today, I found that the remaining lubricant was stuffed into a container in the garage, with oil leaking from it and onto the contents of the container, which are now ruined. The plastic bag which contained the unused lubricant, the sponge he used to apply it with were all stashed into my container, ruining all the contents inside. This is an environmentally hazardous material that should have been disposed of in an environmentally safe way, instead it was dumped into a container in my garage. I had to spend over an hour removing oil from the contents of the container and dispose of the oil afterwards. He further started tampering with the senor on the 2nd garage door, and since he left, the car remote no longer opens the garage door. This is not the first time it has happened with this company; each time they come in, they do things that are unnecessary and I end up calling them for more repairs. This will not happen ever again. A previous time, they sent an extremely rude person who overcharged us and although the company had promised to reimburse the excess fee, only part of it was. This is a highly untrustworthy company who practice environmentally unsafe practices. Left-over lubricant should be disposed of by the company, not stuffed into a container in the clients garage. Picture was taken after I had spent an hour removing oil from the contents. This is dangerous practice and the environmental agencies will be notified.

  

  Business Response

  Date: 06/05/2023

  We apologize for this subpar experience you had with **************.  We would be happy to further look into this issue if you would like to contact our customer care department.  I will say based on the photo provided, that is not the kind of lubricant our technicians use.  It just looks like a empty can with a dirty brillo pad.  We use spray cans and spray directly into the parts we lubricate.  None of this looks like anything we use. 

• Initial Complaint

  Date:05/01/2023

  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.

  Apr 27th I had the company send a repair guy out because when they installed the door it did not **** up to the weather strip towards the bottom of the door, The install guy said when it get hotter it should conform ?? ( I'm not an expert but did not seem right ) Moving forward the guy fixed it as best as he could so there were NO gaps and then I noticed when we shut the door because he adjusted it now the white door portion shows because it had to be painted brown ( HOA) he moved it and it looked ok, From the door going up n down it has moved back and looks like ****, I had to pay them to have it painted so I called today 5-1 to see what we can do and the Rude guy on the phone was just beyond me how terrible the customer ********************** is once you have the work done, Called back was put in a VM was suppose to be Cam something the manager who knows LM no reply. If I have to paint this door again myself I would like my $250 back since no on can return a call

  

  Business Response

  Date: 05/17/2023

  We apologize for the experience that you had with us.  We will issue a refund of 250$ in measure of good faith for all the trouble. 

  Customer Answer

  Date: 05/17/2023

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