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:12/08/2022

  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.

  Date of Transaction: 12/7/2022 Amount: $369 Commited to Fix door off track Rewound springs Cable adjustment Lubed Door Nature of the dispute is the high cost, failed to provide ******** to the problem, left work in a worse condition than before, didn't lube the door as specified and trying to charge enormous fees for a credit card Business has not contacted me at this time Invoice #: ****

  Business Response

  Date: 12/21/2022

  Hello, 

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience caused.

  We will be happy to resolve the issue as quickly as possible. 

  On the date of 12.7.2022 at 8:27, the customer booked an appointment online for that day between 9:00-10:30am. ************** arrived to  his house in an hour (we offer free on-site estimates that include same day service pending availability.) Client received a free on-site appointment the same day he booked his appointment. 

  The technician diagnosed the problem, explained that the door was in bad shape and the priority was to get it closed until it could be properly repaired.  He also mentioned it was a  possibility that a repair wouldn't hold for very long due to the condition of the door. Our tech offered a couple of options:

  replace a section of the door or replace the old door with a new one. It is not our objective to push clients beyond their budget, we give our clients the diagnosis according to our expertise and let the client decide what to do from there. 

  ************** quoted a price on the repair & customer agreed on said price. Our tech even offered a 50% deductible from the invoice with a repair to go towards a new Door installation. 

  Once the job was complete,the technician showed the customer that the door was working again,then proceeded to collect payment and the customer requested to pay by credit card. ************** informed customer about our standard 3% processing fee for any credit card payments and offered additional payment methods for his convenience (Zelle, Venmo, JoBox, Check & Cash.)

  After reviewing his claim, it appears we had a misunderstanding on the percentage of the processing fee. We have never charged a 10% processing fee as said customer claims.

  You mentioned that another company came and did the same work for a third of the price. Please show proof of payment, and we will be willing to absorb said cost as a show of goodwill.

   

  If you have any further questions or concerns, please contact me.

  *****************-owner 

   

   

  -- 

  Customer Answer

  Date: 12/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this suggested resolution is acceptable. Attached is the receipt from Father & Son Garage Door, which was paid by credit card with no fee.
  
  Sincerely,
  
  *************************