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Business Profile

Garage Doors

Pops Garage Door LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garage Doors.

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 status

Complaint type

  • Initial Complaint

    Date:12/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 installed garage door springs incorrectly that caused damage to the garage door motor. They refuse to take responsibility and honor their warranty.

    Business Response

    Date: 12/31/2024

    Mr. ****** had two different size springs on his door when we arrived 6 months ago. One was a 262 and one was a 250. That much pressure on a 15 year old opener caused the gear in his motor to fade or his words "shred" over time. My technician arrived and replaced his springs with the correct size both being 262 (Shown in attachment). When his motor went out, he called on a day we were closed but he was told we could be there the next day which he declined. He called us anyway the next day after another company went and replaced the opener and told him he needed to replace his springs. We went out same day and added tension back to his springs that the other company released with no charge. He said he doesn't know how these things worked but told us we are not educated about the work we do. We've apologized for his inconvenience with the opener however our job was done correctly six months ago. We also informed him that his springs warranty is for 10 years and if anything happens to please reach out. His claim that we don't stand behind our warranty doesn't make sense as there was/is nothing wrong with the springs. He would like us to pay for another companies upgrades which we are not in the position to do. I wish him all the best moving forward. 

    Customer Answer

    Date: 01/07/2025

     
    Complaint: 22750079

    I am rejecting this response because: None of the information provided in this response by the business is factual. The company has refused my calls and has misstated information in emails. The company was asked to reimburse the cost of a repair, not new springs (which I made clear were not needed) and not a new opener. The companys technician admitted to improperly tensioning the right spring when installed, which caused the motor damage, confirmed by two independent technicians and the companys own technician. Ive asked to speak to the technician and owner and was refused. Instead Ive emailed with an office person that is technically unqualified to speak on the issue and blocked my calls and email. This company does not honor their work or warranty. If this company would have a reasonable discussion and not focus on lying and placing blame where it doesnt belong, and be responsible, this would have been a very easy resolution.

    Sincerely,

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

Pops Garage Door LLC is NOT a BBB Accredited Business.

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