Complaints

This profile includes complaints for Precision Door Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Precision Door Service

  6236 River Crest Dr Ste G Riverside, CA 92507-0773

• 

  Precision Door Service

  26413 Jefferson Ave Ste E Murrieta, CA 92562-6979

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:02/05/2024

  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.

  In 12/2023 salesman *****, showed me a garage door. Discussed paying extra for tinted windows and decorative hardware. He calculated total cost of door, labor install, which totaled $2,699. He forgot to add tint and hardware to the precision. The installers came and installed a plain white garage door. As soon as I got home from work, I called ***** and told him the garage door is not what I ordered. He promised to look into the matter - he has never called me back and would not answer my calls. I called the office and they said I received what he ordered. I told them with plenty of calls that it is not what I ordered. Precision continued to ignore the situation. I asked for a receipt with itemized charges to justify the cost, they sent me a receipt with just total cost. I was then given **** a supervisors phone number after several calls. Once I spoke with ****, the supervisor, he said he would take care of the situation. After 2 more weeks of excuses **** stopped taking my calls.I believe I was charged for decorative hardware and window tinting that I did not receive, which I ordered and paid for. Precision continues to ignore the situation and I am not happy with the finished product of my order. Invoice date: 12-16-2023 Technician: ***************************** Work order#: ******* Invoice#: ******** Contractor #: ****** Thank you for your time,******************************

  Business Response

  Date: 03/08/2024

  The door sold to ****************** did not include tinted windows & decorative hardware. As noted by the invoice that he attached to the BBB complaint, he did not pay for tinted windows nor decorative hardware. It would have been an itemized detail on his invoice for each item. These are additional accessories to be added to a garage door when purchased. I believe there was an assumption that he was going to get these items on the door he purchased.
  

  Unfortunately, we did fail to communicate with ****************** in regard to his concerns in a timely manner. To rectify the situation, we added the decorative hardware to ******************** door at no cost. The tinted glass he would have to pay for it. He accepted this offer and is satisfied.
  It is always our desire to handle customer concerns as quickly as possible. Unfortunately, we failed to handle this in a timely manner and have addressed this with the employees that were a part of the communication with ******************.
  

  Sincere regards,
  

  **************************
  VP of Operations
  Precision Door Service of Riverside

  Customer Answer

  Date: 03/09/2024

   I am rejecting this response because:
  
  When ****************************; salesman discussed what I was purchasing. Had his phone doing calculations on decorative hardware and window tint being added. The receipt was sent much later upon my request. Post stamp Dec. 20 through mail. It was not itemized tax, labor, door, door removal, nothing but total. When ***** came Saturday I believe it was March 2 he admitted not adding it to the order. I told him I understand making a mistake but I really wanted the windows tinted and the decorative hardware. He apologized added the decorative hardware. *************** me if I still wanted TO ORDER the electric motor opener he would give me 300 dollar discount. I told him I would have to thinki about it . I wasn't sure about continuing to do business with precision. ***** then told me they have garage doors at the warehouse that are returns cancellation if he finds one with tinted he would swap it out. I shook his hand told him do what you feel is right. Have a good Day. I really wish they would have admitted getting the order wrong and itemized my purchase order. To assure me I wasn't over charged.  I have black cardboard on the windows to give it a tinted look. Thank you for your time.

• Initial Complaint

  Date:01/16/2024

  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.

  This complaint is related to a garage door repair we had done on Monday, January 8, **** to replace a garage door spring. We were actually happy with the work done. It was only later that we noticed damage done to the weather stripping on the right side of the garage door. This damage was not there prior to the service call. We checked our garage video camera, and we saw the technician working near that area. We checked the images before and after, and it shows there was damage. We think it was accidental but there was still damage done. I called the call center later that morning to speak to a manager. Later I received a call from **** who said he was a manager. We explained the situation. **** said he talked to the technician and the tech said he didn't to anything. **** said he would send someone out to check it. Later that day, a tech named ****** came out. He took pictures and we showed him the damage and the videos. He claimed he didn't see anything in the video. He also kept saying the weather stripping was brittle. I sent pictures and videos to him. The next day I called **** again and he was adament that they didn't do anything wrong and that the damage was already there. He wouldn't listen to anything I said. I asked for another manager or the owner but he said he was the manager. He also suggested to call back to the call center. I told him the damage was not there before but he kept insisting it was. I called back to the call center three times since then for another manager to call us, but no one has responded so far. I called again the next day, and they said they would have ********* call me but she never did. I also sent two emails with no response. We know the damage was probably accidental and the techician didn't know about it but we just want to get the weather stripping fixed.

  Business Response

  Date: 01/22/2024

  We were able to meet with ****************** regarding his concern of the vinyl weather seal. First, it should be noted that his video camera did not produce information showing that our techician caused the problem. The video presented, showed our techncian putting on bottom weather seal & not coming close to the vinyl weather seal in question. As well after the work was completed there was no signs of damage to the seal. Additionally, it should be noted that the weather seal is painted, weathered from the sun, cracked in multiple places & old. As a courtesy to resolve ********************** concern, we replaced the vinyl weather seal in question.  

  It is our goal to ensure our customer's are 100% satisfied with the repair options we offer. Serving approximately ****** clients per year, it is important to us to complete or customer's expectations. 

  Sincere regards,

  ***********************

  VP of Operations

  Precision Garage Door Service of Riverside

   

• Initial Complaint

  Date:08/02/2023

  Type:Billing 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.

  July 27, 2023 I contacted the business due to an issue stemming from work done on May 26, 2023. In May I called them due to my garage door not working properly. I was told I needed a new GD opener which I authorized them to do. It cost $799.00 installed. The bill presented to me was for $1,600. as additional work was required including a new bumper to be placed at the bottom of the GD. I discovered on July 26, 2023 the bumper had come loose from the middle of the door and contacted the company. I was charged a service charge of $89.95 and told I needed an additional part for my door for $135. When I asked why this was not done before I was told by the technician he didn't think I needed it but now he does. I stated the failure of the bumper to stay fixed was no fault of my own and that I should not be charged a service charge that the work should fall under their warranty. I was told be glad I didn't charge you for a new bumper. I told him I was not satisfied with that answer and I did call his company and complain. I was told someone would call me back as their was no one available to talk to me. I sent them a letter on July 29, 2023 stating my facts. Also I would like to mention when the technician arrived at my home he let himself into my locked garage and proceeded to knock on the entry door to my house. What gives him the right or access to enter my garage without my permission? I don't know how to upload documents but I can mail them to you. I am 81 years old and live alone and I feel I have been taken advantage of. I hope you can be of help to me and to others who may also be affected.

  Business Response

  Date: 08/09/2023

  We (Precision Door Service) spoke with Ms ******* and returned the $89.95 service call charge and an additional $100.00. It was determined that our service technician needs further counseling on proper customer service etiquette & that warranty services are not to be charged a service call. I, ***** Taylor, personally apologized to Ms ******* for the situation that occured. She has been a long time client of Precision Door Service using us at her other properties. Understandably, her confidence was shaken by this experience & it my goal to hopefully retain Ms. ******* as a future client. 

  Sincere regards,

  ***** *. ****** - VP of Operations

  Precision Door Service of Riverside

   

  Customer Answer

  Date: 08/11/2023

  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.

• Initial Complaint

  Date:03/24/2023

  Type:Billing 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.

  Spring broke on my garage door it wouldn't open. Called Precision Door Service. They quoted by phone (under $200) I can't remember exact number. I authorized them to come. When they arrived he was angry when I asked him to wear a mask. I informed him of high risk conditions in our home. He then stated the price for the door repair would be over thousand dollars because "it also needed, service & new center bearings, or no repair" and a second spring ." I refused the increased quote. He said I owe him a fee just for coming to my house, so I told him to wait until I compared quotes by phone to see if I should hire him. I then called my home warranty, American Home Shield, while he listened. I told them how he was charging me over five times the quote, and if I don't hire him he was charging a visit fee for the in person quote. He became angry. He said tell me I'm not being hired and I can go to my next job. (My 14 yr old son was home sick from school and witnessed everything.) I waited on the phone while AHS contacted repair companies they contract with. They found me one to do the repair the next day for only $75 (my claim fee). Precisions repair man became impatient and said , I'll waive the visit fee, if you just tell me Im not hired & I'll go to my next job. So I repeated, "you will waive the visit fee?" He said yes. "Then fine, you can go, I'm hiring my insurance company". So he left angry. Gabriels Garage Door (951)900-1184, came and repaired it 10/7/22. He said there were no center bearings on my door, & the fee was only $75 through AHS, plus I also pd Gabriels out of pocket less than $200 to replace the 2nd old unbroken spring. He said I didn't need servicing that the door was functional as is. Precision never billed. March 20, I received a collections bill for $737.97 from TSI. I called TSI collections, no active number. Called Precision, they said manager will call back, never did. Second collections bill came 3/24. I don't owe them, they were not hired.

  Business Response

  Date: 04/06/2023

  This is in response to the complaint sent in from ****** ******, whom called Precision Door Service for a broken spring. Upon setting up the service call with our call center, Mr. ****** was informed that we charge a service call charge to come out to the property. As standard business practice, we waive the service call charge with doing the repair. The call requirements were accepted by Mr. ******. The service call to repair was set for the same day October 6, 2022 at 2:00 pm. 

  
  

  Our technician conducted an inspection of the door & garage door motor and determined the garage door was out of balance due to a broken spring. In addition told the customer that the other spring was worn as well with no center bearing between the two springs. The technician gave 3 options to repair the door with the least dollar amout option to be chosen in the amout of $737.97. As per Mr. ******'s claim, he was concerned about the price and proceeded to call his home warranty company, American Home Shield Warranty Service to confirm. The warranty company is not a company that we, Precision Door Service, are contracted with. According to our technican, Mr. ****** was on the phone for almost an hour trying to get a hold of someone from American Home Shield Home Warranty to discuss the claim. While waiting this time, our technician said he will waive the service call charge as a result of time waiting & the need to get to his next service call. Mr. ****** agreed and let our technician go. Additionally, Mr. ****** should have started with his home warranty company, American Home Shield, to begin with if he had coverage for this service. Also he mentioned he was able to get a contracted garaged door company to come out to address & service his garage door concerns. 

  
  

  Unfortunately upon leaving Mr. ******,  our techician left the service call ticket open with the lowest option selected. This produced and open ticket with a remaining balance. Part of the process of concluding a work order, an invoice record is sent to the customer in email with the information & remaining balances. 

  
  

  After a couple of months, our internal book keeping department saw the open invoice. We called Mr. ****** 3 times as well as an email to him in regards to the remaining balance. He did not respond to any of the attempts. As a result of the failing to contact us, we referred it to our collections organization to proceed with collections. Upon recieving messaging from the collections company Mr. ****** did call our office on March 20th as well as proceeding with filing this complaint. We have been trying to reach out to Mr ****** since this complaint to go over this service call issue with no attempts to connect. We have since stopped the collections activity. 

  
  

  Unfortunately, there were communication break downs by both parties in this situation. We apologize this experience had gotten this far & hope that Mr. ****** can move forward knowing this matter has been rectified.

  
  

  Sincere regards,

  
  

  ***** ** ******

  VP Operations

  Precsion Door Service of Riverside

  Customer Answer

  Date: 04/07/2023

  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.

• Initial Complaint

  Date:11/10/2022

  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.

  This company fails to contact and compete written contracts. they don't return calls as they promise. Never have a straight answer as to when or how long* *** ******* **** ******** on 6/6/22 I called demanding a date for them to finish and install the correct panel. I was told 6 weeks to reorder. There employee miss measured and ordered said panel 4 inches short. To this day this has not been completed and they seem to not care to return my call. On 10/19/22 I called for and update, same answer, she was to look into it and call me back. didn't happen. I have a written contract and paid in fill in which has not been completed. If this doesn't get me a full refund I will seek legal council an go that way. Original start date was 12/23/21

  Business Response

  Date: 11/28/2022

  Hi ******,
  There have been many complications in the past several months due to supply chain problems.  That has been some of the problem in this case, and it seems that my employee made a mistake as well.  I apologize to this customer and agree that he receives a full refund as soon as possible.   I have issued these instructions to the office to send this refund asap.  If you need any additional information please let me know.
  

  
  

  Customer Answer

  Date: 11/28/2022

  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. I currently has not received a notification from business as to current plans to move forward. I would like to reserve the right to move forward if said business fails to keep current agreement. I will not delay, 14 days is my limit. Thank you.