Complaints

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• Initial Complaint

  Date:08/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called C & D Garage on August 18, and a technician was sent on the 19th. He left and gave me a quote. I have since spoken to ****** and ***** on two separate occasion and they told me I owed them $100. I told them that they had never disclosed that there was going to be a charge for a quote. When I told them that I should not be charged since I was unaware I was threatened immediately with a lien on my house and that I would never sell it unless I pay the $100. Shocking that a company would do that but that's their little mentality and unprofessionalism. Both ****** and ***** asked me "What; do you think we were just going to go over there for free?" Yes, when you do not disclose it nor charge me ahead of time like most reputable companies would. This is unacceptable and I do not believe I owe them anything.

  Business Response

  Date: 08/25/2022

  Good
  Morning, 

  
  All
  customers who request for a service call from C & D garage doors is
  required to pay for the services rendered. ***** ****** is a repeat customer and
  is aware of how C & D Garage Doors operates. She received service on April
  13th, 2018 where C & D Garage serviced the door and replaced
  bottom rubber.

  
  *****
  ****** Requested a service call from C & D Garage Doors on August 16th,
  2022 for the following: 

  
  "Service call to lube, adjust, diagnose and
  attempt to repair a residential garage door operator. 
  
  16 x 7 Windsor model 260
  Liftmaster Chain Drive
  
  door does not close w/ remote (Damaged battery)
  may need new remote"

  
  The technician was scheduled to
  service the door on August 19th, 2022 with an estimated arrival window
  between 8 & 10.  GPS show the tech on
  the way to the customer’s home at 8:37am, Arrived at 8:47 am. The Tech marked
  the service call complete at 9:33 am.
  
  While on site the technician serviced
  the door and attempted to diagnose/repair the operator. He determined that the
  operator’s circuit board was malfunctioning and recommended to replace the part.
  
  The tech did not collect payment on
  site. It is C & D policy to collect payment for a job once the needed part
  is installed.
  
  A quote was given to the customer over
  the phone on 8/20/22 stating that the total repair would cost $265.00 total.
  $100 for the service given on 8/19/22 and $165.00 for the installed price of
  the new circuit board.
  
  ***** did not want to move forward
  with the quoted circuit board. The invoice was handed over to accounts receivable
  to collect payment.  ***** felt that because
  her opener was not in working condition when the tech left, she does not need
  to pay for the service C & D provided.
  
  It was explained to ***** that although
  she does not want to move forward with replacing the part quoted, she still
  needs to pay for the service C & D Garage Doors had provided her. She still
  refused to pay. ***** became difficult to converse with. She would not listen to
  C & D Team members when trying to discuss the situation and would continue
  to talk over them and not allow the team members to work out a payment arrangement.
  
  Once ***** allowed the team member to speak,
  it was explained to ***** that refusal to pay can lead to legal actions and
  that a contractor’s lien is within C & D’s right to pursue if the company
  should choose to do so. ***** proceeded with once again explain that she should
  not have to pay, and that she was going to contact the attorney general and
  hung up on the team member.  C & D
  has not attempted to contact ***** since the end of that conversation.

   

  Thank you, 

   

  Dillan

   

  Please note, that the GPS Time zone is 1 hr ahead of Arizona time. 

  
  

  Customer Answer

  Date: 08/27/2022

  The response from ****** is establishing a relation whereas I should know their policies because I used them over 4 years ago. This does not and should not be a reason to know that you charge $100 for a quote. I also did NOT call to request a lube nor adjustments rather I called because my Chamberlain 6200 NOT Liftmaster Windsor, though they might be from the same parent company it is still a Chamberlain, was not closing with the controller. Furthermore; the technician did NOT do any service to my equipment but concluded that I needed a circuit board. ****** also has responded stating that they do not collect until after the part is installed. There was no part installed so no collection needed. Nothing, absolutely nothing was written to let me know upfront of the $100 much less a signature agreeing to that. If that is your policy to charge for a repair quote reputable entities either collect upfront or when the service person gets there. Your "over the phone" quote was also misleading saying that the $165 is for the install price of a new circuit board. Who's to say you won't come back to say that it does not include the part and come back and charge me later? 

  Business Response

  Date: 09/07/2022

  C & D Garage doors is dismissing the invoice and will not attempt to collect due to the following: Any more time spent on the matter of the outstanding invoice will continue to cause the company continued liquid damages that company is not willing to incur.