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Business Profile

Door Repair

Industrial Door Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Door Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:03/21/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Industrial Door Company installed Horman garage gate located at [************************] for $31,636. This gate has been non-functional since January 17, 2025, due to a warranty issue. The company is not attentive to this repair and hard to communicate with. While it was finally temporarily repaired on March 7, 2025, it stopped working again on March 9, 2025, and subsequently, the gate fell off its rollers on its own. This incident created a dangerous situation that could have caused significant damage to vehicles or injury to individuals. Additionally, the malfunctioning gate has caused severe traffic backups, disrupted operations, and resulted in a substantial loss of business.This gate is still not fixed to this date as of March 21st. More than 3 months later.

    Business Response

    Date: 03/24/2025

    We appreciate the opportunity to respond to this concern and want to acknowledge the frustration this situation has caused. We understand the importance of having a reliable and safe gate for your operations, and were committed to resolving the issue fully.
    The door in question was installed by Industrial Door Company on February 23, 2024. Per *****, the initial incident occurred on January 17, 2025, and was responded to on January 22. Our technicians completed necessary repairs, and warranty parts were ordered to address the underlying issue. On March 7, our technician replaced the failed throat brackets, and the door was fully operational at the end of that visit.
    Unfortunately, the door experienced another failure on March 9. Our team responded quickly and was onsite the following day, March 10. At the customers request, due to traffic concerns, we re-secured the door in the open position to maintain access. During that visit, we identified additional issues requiring us to remove the curtain and bring it back to our facility for further diagnosis and repair. These findings and next steps were communicated promptly.
    Today, March 24, our technicians are reinstalling the curtain, which will restore the door to full operational status. The final stepreplacing several damaged slatsis pending the arrival of the necessary parts and will be completed as soon as they arrive.
    Throughout this process, we have maintained consistent communication and responded to each reported issue as quickly as possible. That said, we fully recognize the disruption this has caused to your business. Our goal is not only to restore the door to its original function, but also to make things right.
    Please dont hesitate to contact me directly with any additional concerns. We remain committed to a complete resolution.
    Sincerely,
    **** *******
    CEO, Industrial Door Company
    ***************************************************************
    Direct: ************

Industrial Door Company is NOT a BBB Accredited Business.

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