Complaints

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:05/02/2025

  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.

  Contract date: 2/24/2025 Paid: $1,800 deposit Never finished job. Did sloppy work, not as specified. I asked to have trim screwed in, but they nailed it. I questioned the , said it came with nails. Had them look at work that was not to satisfaction. Never called back. Have called over ten times, got one response after 5 weeks to text photos of poor workmanship. Still no response. Have asked for manager to call, still no response. I owe $597.98 but am not going to pay until they complete job as specified.

  

  Business Response

  Date: 06/09/2025

  This was resolved 05/06/2025. Thank you 

• Initial Complaint

  Date:03/20/2025

  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 January 5, my garage door failed. Being a Sunday, I called Elite as they have 24-hour service. They informed me that the service call would cost $295. When the repair man arrived, he shard that the garage door could not be repaired and would require a new insulated door.When they installed the door two days later on January 7, they did not install an insulated door. They installed a standard aluminum door with no insulation. I did not receive an invoice until January 8th. At that time, I called Elite Garage Doors and Gates to inform them that the wrong door was installed. I also shared that their representative, ***** ******, told me that the service call charge would be applied to the cost of $2,800. When I received the invoice, I was charged two times for services calls (2x$295). The invoice also reflected a $400 discount for an insulated garage door, which they did not install.After several calls I finally got hold of someone named ******** who informed me that they would order the insulation and contact me for installation. It has been over two months and I have placed several calls to Elite Garage Doors, but an answering service takes my information and I never receive a call back.Not only did they overcharge me, but they also charged $2,800 for an insulated garage door and installed a NON insulated door.

  

  Business Response

  Date: 04/07/2025

  Morning, as of Feb this customer had posted a stop payment on his payment for new garage door install. At this moment, there will be a lien put on the property until payment is received in full . We have had the insulation kit ordered and has been at out shop and recently had to return it.  

• Initial Complaint

  Date:02/17/2025

  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.

   

  Etite reply does not make any sense and is not factual.

  I have been trying to have Elite cash check #***, but for some they have refused.  If they have misplaced check #*** or still have it send it to me voided or if they don't have it, they should acknowledge this in writing and I will send another check to cover the amount in question of $1,411.79.  I just want to get this off my desk and for some reason they refuse to comply.

  Best Regards, ***

  

  Business Response

  Date: 02/17/2025

  Afternoon, this customer disputed a charge after the work had been completed and is refusing to pay anything. Customer needs to reach out to collections before scheduling any work otherwise we can not have any communication at all. 

  

  Business Response

  Date: 04/07/2025

  Here at Elite Garage Doors we have no further communication with this customer

  Customer Answer

  Date: 04/08/2025

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

• Initial Complaint

  Date:01/15/2025

  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.

  My garage door would close sometimes and not other times. I called Precision door services, who serviced my door in 2013. I called them a couple years ago and found out that they changed their name to elite garage doors. I do not have the date of that service. I was pressed for time because I was leaving for 6 weeks and wanted the garage door taken care of before I left so, I called elite garage doors again. They came out on June 19, 2024 (invoice number ********). I was told my garage door needed all sorts of work done. I told them we were going to renovate and did not want to replace the door at this moment. They said that was not a problem. I think they might have done extra work on my door that was not necessary. I was told they were going to evaluate the whole thing, do a tune up and switch the sensors ( move the one on the right to the left side and the one on the left to the right side). I was also told that I had over ****** more open and closes left on my opener. After about 3 weeks (around July 8, 9 or 10 I believe) the garage door started behaving the way it was when I called them the first time. They came out and looked at it and said nothing was wrong because it was working just fine right now. I told them it was not closing sometimes and would other times just like before. Usually they charge for service visits but would not charge me for this one but would charge me next time. I said but you still have not fixed the original problem and charged me $1,871.55. He said that it is probably something new. I said why would it be something new if just 3 weeks ago you did a complete lubrication, adjustment, service along with replacing spring and cables? He didnt answer me and documented in his iPad that it was user error! That is when I realized I was scammed. I said user error? I have been pressing the ********************** door opener for 15 years and now I dont know how to do that? I had to get somebody else to come and fix it.

  

  Business Response

  Date: 02/04/2025

   customer duplicated complaint

   

  we have not received any calls from this customer regarding any issues with there ********************** door. We as Elite Garage Doors stand behind our workmanship and will fix the issue if there are any concerns to the work that was related to the issues.  We have not serviced or been to this property since July 2024

• Initial Complaint

  Date:12/20/2024

  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 called because my garage door springs broke. Their tech named **** ********** came out and began the repair. A little while later I was upstairs working and the tech called for my help. I went into the garage and saw the tech pushing, yanking and pulling on one of the internal panels in efforts to raise the door up. As soon as he moved away from that area I noticed that it was now bent and warped from him yanking on it. I expressed my concern and he quickly denied damaging it, he said that the springs breaking caused the damage. I explained that that was not true as I inspected the door immediately when the springs broke and there was absolutely no damage to the door itself, plus, I saw him damage it. His black dirty fingerprints were all over the area he damaged. He straight out lied to my face. Then he declared that now I had to purchase a new door, he quoted me $7000 for it without painting. He kept saying my garage door was a custom wood door that would **** *-8 weeks to make, although its all metal and has no wood anywhere on it. He finished replacing the springs because I needed to be able to get in and out of the garage. Before he left, I again brought up the fact that I knew he had caused the damage, he kept lying saying the springs breaking caused it. The next day, I had another garage door company come out to inspect it, they confirmed that there was no possible way the springs breaking caused that type of damage to my internal panels and they agreed and confirmed it was in fact from the tech yanking on the door panels trying to get the door up to weigh it. Elite refused to respond or in any way help resolve this. I would prefer not to have to file a civil suit against them, but, I am heading that way if they wont make good on what damage they caused.

  

  Business Response

  Date: 02/04/2025

   we have not received any calls from this customer regarding any issues with there ********************** door. We as Elite Garage Doors stand behind our workmanship and will fix the issue if there are any concerns to the work that was related to the issues.  We have not serviced or been to this property since July 2024

• Initial Complaint

  Date:08/15/2024

  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.

  On July 30, 2024 I was charged $1181 to install 2 gate rollers and to provide minor service to my sliding gate system. I paid, trusting that these prices were fair and ethical, and also because my gate would not close which was leaving me feeling a bit vulnerable. Later that week I went online and looked up the cost of the same rollers I'd been charged $350 each for and found them online for $21-80 each. I also broke down the $500 charge for labor to $125/hr for each of the 2 technicians that showed up. So, at that point I wanted some answers about the invoice.I called Elite and left 2 messages before the Gate Manager, *******, returned my call. For some reason, you cannot be connected directly which is frustrating.When I asked about their hourly rate he told me that they do not have an hourly rate - they charge by service. So they charged me $500 to lubricate, adjust and tune up the system. No further explanation was given.I then asked why the cost of the rollers was so high when I'd seen them online for much less. He told me that he couldn't speak to what I'd seen online and that this was the cost of their wheels. ******* made no attempt to provide an acceptable answer, nor did he make any attempt to make sure I was a satisfied customer. I called again the following week in the hopes of finding a fair resolution and played phone tag for a day but my last call was never returned.

  

  Business Response

  Date: 10/03/2024

  Good afternoon,  we do not do jobs per hour, depending on what the job is , it can range from ****** and go up from there. All of our customers do sign an agreement before moving forward. I do see this has been taken care of.   

• Initial Complaint

  Date:08/14/2024

  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.

  Invoice (service date) July 20, 2024; installation date August 14, 2024.Garage door failure required the purchase of a new garage door. Elite Garage Doors was to provide and install the new garage door on 8/14/2024. I confirmed two separate times prior to the installation date with ******** and then ***** that Elite would ensure the garage door was painted upon installation. This paint information was not on the invoice, which is why I contacted them - I thought the paint was included in the price. I was of the understanding the painting would be taken care of by Elite, even after speaking with ******** and *****. The installer showed up, unaware of the *** requirement of a painted door. I called Elite again and asked for a credit for the full payment and ***** told me that they will not refund my money. She further would not provide a manager name for me to elevate the issue with so it could be resolved. I was also told they will not paint the garage door - they have an outside contractor. I am having the garage door installed to avoid the legal issue of not receiving a credit. I am reporting this to BBB so other customers can avoid these issues an lack of honesty.

  

  Business Response

  Date: 08/14/2024

  This has been brought to upper management. When Tell our installer picked up the door from the manufacture and continued to install, then noticed, it was the wrong door not matching to the order. This order was for a different customer. We then had our installer explain to the customer we apologize the manufacturer gave us the wrong door. We are in touch with the manufacturer waiting on there response on how quickly we can get this taken care of. . As any other contract, we are a garage door company not a painting company, we do offer painting services but of courses these services have to be paid for $850.00 this is not a free service we offer.  Also, to bring to our attention our installer Tell had then offered to paint the customers house during the weekend on his off time, customer then replied and said no.  We will contact customer when we get this expedited with the manufacturer. 

• Initial Complaint

  Date:05/13/2024

  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.

  At the end of February, my garage door stopped working and I called a business I used in the past, to find they had been taken over by Elite Garage Doors and Gates. Repair was needed, so I made an appointment.When the tech came, he stated that the main unit (8 yrs old) was not salvageable and needed to be replaced. He told me of the features of the unit he was going to install, like it was the only type he had on his truck. I told him that I didnt need a smart unit with all the features, but was given no other options, nor was I made to understand how much this unit was going to cost. The new machine (wifi enabled, with app, camera, 2-way audio communication, etc) was a HUGE upgrade from the unit he removed. I question whether his evaluation was accurate, or if he was after spiffs for selling a top of the line unit.I needed my garage to open and close, so I allowed him to do the work. He set everything up, but when he was done, not all features were operational, and I was out close to $2,000. He also replaced the rollersagain, I question whether it needed to be done. It felt predatory.When he left, the garage door opened and closed, which it still does. At the beginning of May, it disengaged from the wifi, and when prompted to reconnect through the wall unit combined with the app, it will not. I called the office Monday, May 6 and asked to speak with a manager to see what my options are, and was told that nobody was available, to expect a call back maybe 24 to 48 hours. After no follow up, I called again on Thursday, May 9 and was told that everyone was in meetings and that a message would be sent to all managers. It is disheartening that complete lack of managerial engagement requires me to submit formal complaints to get a response. To resolve, I want someone to come and install a unit that is more aligned with the opener that was removed (giving me a choice of two basic units), and I want a refund for the difference in cost and roller replacement.

  

  Business Response

  Date: 05/21/2024

  Afternoon, we will be reaching out to this customer this afternoon to address all the concerns.  I did no/**** satisfaction and the work agreement was signed off on. We will be giving a call no later than tomorrow with a resolution .

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company installed a new gate opener for the total cost of $7000. We prepaid a deposit of $5000 for ordering equipment. It was to include the gate equipment, chain, rollers and program gate pad and vehicles. They said that they wanted to charge extra for the rollers. This was after the salesman/installer said they would take care of replacing the rollers at no cost. We no longer trust them to finish the job properly or to provide future warranty due to the managements way of handling the promise of the rollers. They removed the chain and demanded full payment before they would finish the job. We have a non working gate and an unsafe gate. The salesman said the gate was unsafe due to the rollers and that was why he promised to include them

  

  Business Response

  Date: 02/15/2024

  Afternoon, this has been resolved and taken care of. ************** was on site 02/13/24 and got this done.