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:04/20/2023

  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.

  We had someone come for a quote on Saturday, 4/15/23. On Monday we called to cancel the service as we found a company who would do the same job for a third of the cost. I was told it would be canceled. Thursday I got a call that it order was received and was being processed. I called AGAIN to make sure the order was canceled. I just want to be sure I dont get stuck in a contract because of someone not following through as I canceled within the time frame to cancel.

  

  Business Response

  Date: 05/17/2023

  We apologize for the issues getting the door cancelled.  Our records indicate that we have cancelled the order as well as the financing. 

• Initial Complaint

  Date:04/13/2023

  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 04/12/23 A1 garage door services came to my property to replace springs. 1st issue is they charged way more for the service call when I called in. Office personal told me it would be ***** for service call. And they charged over ******. 2nd the technician used scare tactics on my wife telling her there was more damage than just the springs. We payed over **** to have ********* replaced. Then the technician proceeded to tell my wife that all the other components were bad and tried scaring her saying this is a bandaid and garage door could fall at anytime or we are lucky we havent gotten hurt yet, then said for the additional repairs it would be ******. She declined. On 04/13/23 we had another company come out for second opinion and they said none of the parts that A1 told ** to replace were bad. Im very unhappy with the dishonesty and lack of integrity this company had also the fact they use scare tactics to make more money.

  

  Business Response

  Date: 05/17/2023

   We want to apologize for the delayed response.  We also want to apologize if less than ideal practices were used to explain the problems with the garage door.  We will refund the ** and the labor cost, which would be a total refund of 204$.  The springs provided were proprietary and last for ***** cycles and they have a lifetime parts warranty on them. 

• Initial Complaint

  Date:03/28/2023

  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.

  My wife saw a coupon for a garage door tune up to include new rollers for $129.00 online from A1 Garage Door. She called to schedule this service and asked if there were any "additional fees" associated with this service and was told "no". Upon arrival for the service, I was greeted by a $39 "trip fee", which was in direct conflict with the information given to my wife over the phone. There was an feeling of "up-sale" throughout the entire visit. Their technician, ****, and his cohort seemed nice enough; but as stated they appeared to be looking to get as many fees added as possible. The door service produced a requirement for a new spring, even though nothing was broken and the function was without issue. In October of 2019, this new spring service from the same company; despite the company being purchased but retaining the same name, was $337.79. **** was vague in his total cost and signed his initials to my "authorization". By the time the final bill of $1060.14 was levied; I realized that I was being taken advantage of. I paid in full with my credit card and gladly ended my business transaction. I contacted the company and asked for a receipt of the service which has ****'s signature on two of the customer authorization and acknowledgement lines. After which, I requested to be contacted by their customer ********************** department. The date of the service was 2/14/23. Within a few days, *** contacted me and I explained the scenario. He refunded the trip charge and said he would look into the remaining service. Another day or two goes by and **** contacts me saying they are waiting for the supervisor; who was not present to assist in their final decision on how to handle this, and it would be another day or so for them to get back to me. I receive a call from **** which I could not answer due to being out of town on 2/27/23. On 2/28/23, I call **** back and we agreed on a $500 refund being posted to my credit card. It has been a month, and no refund.

  

  Business Response

  Date: 05/17/2023

  We apologize for the delay in this response as well as the delay to get the refund.  Our records indicate that the refund was processed on 3/23/2023.  

• Initial Complaint

  Date:03/09/2023

  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.

  Horrible company!! ************************* an employee of A1 Garage Service does not follow through when he says he is going to do something. On Saturday, March 4 a technician came to my home an assessed my garage for repair. The tech said he needed to call his company to get an estimate for repair. The person he got into contact with is *************************. ******* have me an estimate and since I was unable to pay on Saturday and he was off on Monday ******* said he would call on Tuesday. ******* never called on Tuesday. I called on Wednesday to the number on the email that had the estimated I received from ******* on Saturday. The call kept going to voicemail. I then called A1 garage main line and was hung up three times. I then sent ******* and email. After playing phone rage for hours ******* left a message saying he would call Thursday morning. He never did. By 2pm I left another voicemail and email. I even spoke to another representative name **** who advices me it is impossible to get to talk to someone in the department ******* works in. **** said he sent ******* an email. Now it is 5:45 pm and I have not heard from ******* nor anyone in the company. I have a service contract and cant even get service done on my garage. As of Saturday, March 11 it will be 7 days since a tech came out and 7 days longer Im going with damages that A1 will not repair because I cannot get ******* to call me back or someone from his department to talk to on the phone.

  

  Business Response

  Date: 03/13/2023

  One of the managers from our door team had called and got this matter resolved based on the information we have on customer's account. We do apologize for the lack of follow up by "*******". 
  

• Initial Complaint

  Date:03/09/2023

  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 received a flyer in the mail advertising a $59.95 Tune Up Special. When I called to schedule the appointment I specifically asked whether this would be the total charge for the Tune Up with no surprise additional fees. The man assured me that $59.95 would be the only charge. He scheduled the appointment for today (3/9/23 between 8:00 am and 1:00 pm). I called on 3/9/23 at 1:00 pm when no one had shown up. I was told the technician would be calling me shortly. At 1:30 pm, after waiting for the visit more than 5 hours, the technician called and said he wanted to be fully transparent before he came that he would have to charge me a trip fee in addition to the $59.95 charge and that the total charge would be more than $100.00. This is false advertising and deception and I will be reporting the company to state and federal regulators.

  

  Business Response

  Date: 03/13/2023

  This is not false advertising.  There is fine print that says please call for details on the coupon.  Now, if the *** told the customer that ***** is all that it would be than we would honor that.  The technician should have also just honored the price given instead of stating that we HAVE to charge TC and shop supply fee. We will also be coaching this *** that we always must mention our trip charge when coupons are discussed.

  This customer ultimately decided not to do business with **, so there is no issue to resolve. 

  Customer Answer

  Date: 03/13/2023

  I am attaching a photo of the front and back of the mailer we received.  

  It states

  $59.95 Preventative Maintenance Tune-Up Special; Questions? Call for Details!  

  There is no fine print on the mailer. I called the advertised phone number, spoke to a kind, professional representative. I explained the mailer, informed him that I was not interested in paying beyond the advertised special and informed him that I was aware of garage door industry scams. He assured me this company was different and that I would pay nothing beyond $59.95 for the tune up.  We scheduled the appointment for between 8:00 am and 1:00 pm the following day. At the end of the call I agreed to take a survey, gave the representative the highest ***** a 5. I also left a voicemail praising the representatives professionalism and again stated that I was aware of industry  practices and was looking forward to the companys visit.  

  After waiting five hours, a call came in after 1:00 pm and the technician told me that in the interest of transparency he wanted to let me in on the fact that he would be charging me a travel fee and another type of fee raising the price to more than $100.00. I reiterated that the mailer price of $59.95 had been promised with absolutely no other fees.  He told me that this is business.  A very strange interaction.  He then told me I would have to call the company to cancel.

  This is absolutely false advertising and the type of bait and switch that the industry is known for. A company concerned about integrity and putting customers first would have called me to rectify the situation immediately sending out their best technician promptly to do the advertised work. 

  

  Business Response

  Date: 05/12/2023

  This job has been cancelled and we did no work for this customer.  I understand if there was some miscommunication on the charges, but we have no problem waiving the 39$ service charge for the customer if they still want a tune up.  The tune up coupon does say call for details, but if we failed to mention the service fee with the coupon, then that is on **.  Again, we have no problem waiving the service fee and doing the ***** tune up if the service fee was not mentioned in the original booking call.  After listening to the original booking call the service fee was not mentioned so we would honor the ***** price.  Tax not included. 

  Customer Answer

  Date: 05/18/2023

  Im not interested in doing business with a company who deceives customers. 

• Initial Complaint

  Date:03/07/2023

  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.

  3/7/23 My 93 year old father contacted A1 Garage Door Service based on an ad in the Orlando ********* same date concerning an inoperable garage door. We verified from an unrelated handyman doing work next door that the problem was a broken spring consisting of 2 pieces. I was gone when the repairman, ***********************, arrived and commenced work. Dad told me he had been there about 5 minutes when I arrived. I did not see a written estimate for work, however I was present when ****** quoted my Dad a price of $500 for a "mid-range" garage door spring, as opposed to a more expensive heavy-duty door spring. This was around 1 pm and as my Dad had not eaten, I left again while ****** was working to bring Dad home a sandwich. As I returned at around 1:30 with the sandwich, the repairman, having finished the installation, was getting in his truck to leave and he waived good-bye to me. It wasn't until I went inside that Dad told me the total bill was over $1100 and the invoice was being sent to my email. Dad was charged $627.36 for 2 springs with a 5 year warranty, $77.48 for center bearings, $153.34 for bearing end plates. I researched the price of these items on a parts place, Northshore garage parts, *************************************** and Amazon.com, which showed $200 to $350 for the springs, and between $6 to $19 for the other parts. I found numerous complaints on the BBB site for the main business location in *******, *******, including a complaint almost identical to ours. ****** told me the business was new to ******* and I saw a number of signs along the roadside advertising the business as well as multiple ads in the newspaper. The company also charged $165 standard labor rate, and a $39 trip charge, and a $53.11 shop supply fee. I feel these prices are outrageous an they are gouging seniors. The complainant in ******* had a runaround trying to obtain a refund check. I will follow up with scanned copies of the invoice.

  

  Business Response

  Date: 03/13/2023

  So we have already issued customer a refund of  ****** for the fees that were not discussed. They should see that check in the next couple of weeks.  However, we are not going to compare our prices to other garage door companies.  We have different policies and trained garage door experts who offer long term solutions.  We do not base our pricing on what other companies are charging.  We are a bigger company with more overhead and warrantied parts straight from the manufacturer.  So again, we do not care what other companies charge and we are not going to compare our prices to theirs.  We offer a premium service and roll to every job with parts necessary to do any repair.  

  Customer Answer

  Date: 03/13/2023

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

• Initial Complaint

  Date:02/21/2023

  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.

  On December 29, 2022 I paid **** from A-1 $205 to order and replace the bottom seal of my garage door. The $205 was a down payment of half the cost for the seal in order for A-1 to place the order. No receipt was given. Made an appointment for January 20, 2023 to have the work done. Spoke with **** on January 20 said they could not locate the part and the money was to be refunded within 2 days.Then on January 30th spoke with ***** who transferred me to an *** in accounting who was supposed to contact me about the refund. This never happened.On February 1st spoke to ***** again, she said it would take 15 business days from January 20th. As of today still no refund of the $205.

  

  Business Response

  Date: 03/02/2023

  Our records indicate that a refund check was processed on 1/20/2023.  If customer has not received it we will double check.  If we need to, we will cancel the original check for 205$ and reissue. We appreciate the customers patience as sometimes it can take up to a few weeks to receive the check. 

  Customer Answer

  Date: 03/02/2023

  The check as of March 2nd as NOT arrived.

  

  Business Response

  Date: 03/07/2023

  We have issued the check in the amount of 205$.  It was processed on 1/20/2023.  We may have to reissue the check if customer has not received it.  Either way customer will get the refund.  Checks can take a bit longer.  We are resolving the issue as quick as we can.  

  Customer Answer

  Date: 03/08/2023

  I finally did get the refund check on March 7th.    The check was dated March 2nd, so they never proceed my refund on January 20th like the said.   They waited until the BBB deadline of 10 days after filing the compliant.

  Waiting 46 days for a refund is terrible!

• Initial Complaint

  Date:02/20/2023

  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 paid for a Garage door replacement in September 2020. It finally got installed more than 2 years later. The garage door is not operating properly and the Steel cord gets pulled by the Garage door as it opens and closes. The Company has been aware of this for months. A technician from the Company came a few months ago but said that a whole team will have to come to fix this and that this is a safety issue. Months later another technician comes today and tells me the same thing. The job is still not complete more than 2 years later, is a safety issue and the Company is not responsive.

  

  Business Response

  Date: 03/02/2023

  We apologize for the delay.  We had our door team reach out to schedule the final job.  It was stated that a senior installer was needed.  We do apologize for the delay and the mix up. We had reached out on 3/2 and left a VM to get him scheduled. 

• Initial Complaint

  Date:02/12/2023

  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 December2022 I called A1Garage to replace a broken spring. Upon replacing spring and rollers and other hardware I was told for $106.00 I would receive a contract for extended warranty and a free surge protector placed on the opener. The serviceman then informed me he didn’t have one on the truck and would return in a couple of days to install it. It still is not installed to this day.
  Second complaint is that when he finished the installation the garage door would not close completely. He blamed it on the opener/closer. I complained and he came back a week later and still, after making adjustments, on the right side of the closer, blamed it on the closer. He tried to sell me a closer.
  A friend stopped by a few days later and made an adjustment on the left side and the door closed completely.
  There is nothing wrong with the garage door opener/closer.
  I want my $106.00 returned. I know I can not trust A1 Garage.

  

  Business Response

  Date: 02/15/2023

  I am sorry about your poor experience.  We will refund the 107.40 for the membership and get it cancelled for you. 

  Customer Answer

  Date: 02/27/2023

  While I believe A1 Garage was unethical in their service performance I had requested only to be reimbursed for $107.00 that was added onto my charges for a warranty/service charge. A surge protector was never installed as part of the agreement and I can not trust them to return for their six month checkup or do proper service. 

  I still have not received the $107 as they agreed. Until A1 make good on their promise I would ask that this complaint remains over. 

  
  

  Thank you

  

  Business Response

  Date: 03/02/2023

  We are processing the ****** refund for the customer.  Customer paid with check and checks take a 3-4 weeks to hit customer's mailbox.  We are refunding the ****** via check. 

  Customer Answer

  Date: 03/03/2023

  promised once before and nothing received. We will see if they are truthful this time?

   

  thanks

• Initial Complaint

  Date:02/01/2023

  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.

  On January 26, 2023, I received an e-mail and text about an appointment I did not schedule. I also received an invoice from February 2022 with my name and address as the ****-to. I have no connection to the address and did not schedule an appointment for 1/27. When I called A1 I was told my phone number was linked to several hundred addresses. I told A1 that was wrong as I only had service with Legends (a company A1 acquired) at two addresses. **** told me on 1/27 that he has seen this issue before. **** submitted a ticket to resolve and that ******* would contact me. I have spoken to four people about this and told someone would call back. No one called back from A1. I spoke to ****, *******, **** and *****. ******* was supposed to fix and call me but she did not. I left a message on 1/31/23 for *** asking that he call back but he did not. It is disturbing to know that my name, phone number and possibly e-mail address are linked to several hundred address that I have no connection to. It is disturbing to see my name as the ****-to for a home I do not own or have a connection with. Especially when that bill is from February 2022.

  

  Business Response

  Date: 02/03/2023

  We have been having some computer issues.  We are working on getting this resolved and we will remove the customer from our database.

  Customer Answer

  Date: 02/03/2023

  Thank you for the response however I feel it is extremely weak.  When will this be done?  There is no specific timing and that is one thing I am looking for.  Please be more specific about when you will remove my name/phone number/e-mail address, etc. completely from your system and all addresses it is linked to (hundreds I'm told by at least two reps of A1).  I've been told twice that someone would call me back and that has yet to happen.  There has been no communication from A1 to me except via this BBB complaint.  

  When I receive a response from A1 that this has been done and I can confirm that by calling in to verify I will accept and consider this resolved.   

  Regards,

  ********

  

  Business Response

  Date: 02/07/2023

  I am in contact weekly with this customer until this is resolved.  

  Customer Answer

  Date: 02/10/2023

  
  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,
  
  *******************************