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:08/28/2024

  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.

  We are seeking assistance in negotiating some reimbursement from EZ Sliding Door Repair for a job we paid them in full for but was never completed.We have a sliding glass door that was "sticky" when gliding. On 5/23/24, EZ Sliding Door Repair sent a tech out who said it was an easy fix - replace rollers and clean out the track. On 6/3, the crew replaced the roller and cleaned out the track. For a week or so, the door glided. Then it got stuck - leaving a opening in the doorway such that we could not secure our home or use the door. We called ** Sliding Door. Waited a week and they sent the crew out again. They made adjustments. We were able to use the door. About a week later, the door got stuck again - leaving us unable to secure the door or use it. We called, waited a week again, and they sent a crew out. We were told that they attached the roller in a different way which should fix the problem. The door could slide but made a noise when moving on the track. Then, the door got stuck again.We lost faith in ** sliding door after multiple failed attempts to fix the problem. We needed to use the door and secure our home. We called another company. They came out, diagnosed the problem which ** Sliding Door had overlooked - the door frame and lock placement needed to be adjusted. The new company made the adjustment. The door has been gliding and usable since then. It became clear to us that the ** Sliding Door promised more than they could deliver - a crew who had the skills and knowledge to repair our door.** Sliding Door did not deliver what we paid them for - a lasting fix on the sliding door. This left us with an unusable door and worse the inability to secure our home off and on for the better part of the summer. We emailed ** Sliding Door on 8/21 to negotiate some reimbursement of the $981 we paid them. We have yet to hear from them. We called this week but no one picked up the phone. We left a message but have not heard back.

  Business Response

  Date: 08/28/2024

  Hi we have tried reaching out to you, please call us back to discuss a way to make you happy. ************.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22208997
  
  I am rejecting this response because:

  I have spoken with ******* at EZ Door Repair twice today. He reached out immediately after he received notification of the complaint.  I am not satisfied with his offer of $200. We paid close to $1000 for a door repair that only made the problem worse (a sticky door became an unusable stuck door).

  My primary concern is the the team did not do their job (and made the door worse - not at all usable). Yet, they do not accept that this is what happened and reimburse us for a reasonable amount of  what we paid. This not to mention the amount of time we spent calling them to reschedule repeated visits, time spent waiting for the crew to come, and having an unusable door for the better part of the summer. When we called to schedule a return visit, we were treated as an inconvenience. Even today, ******* tried to convince us that they followed best practices by not taking the extra step of fitting the door with new rollers into the frame. Not once did the crew mentioned this extra step as an option. The proof that this fix works is that another company took the extra step and we have not had the kind of problem we've had every time EZ Door Repair attempted a repair.

  I've mentioned in the email I sent to EZ Door Repair a week ago that I would absorb the cost associated with the estimate but that is all. I am also deeply concerned that  other potential customers would have the same poor experience we've had - nice crew but disorganized, unresponsive customer service, and lack of knowledge and skill to carry out promised repair. From what I've heard from ******* today and the other 1 star reviews on Yelp, his business practices need to improve significantly. I hope that happens.

  
  Sincerely,
  
  ***************

  Business Response

  Date: 09/03/2024

  Hello? We have been trying to reach you over the past week. We are okay refunding the $586  as requested. Please call ******* back at  **************

  Customer Answer

  Date: 09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************