Complaints

This profile includes complaints for Primos Garage Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Primos Garage Doors

  1345 Plaza Ct N # 3A-110 Lafayette, CO 80026-3531

• 

  Primos Garage Doors

  1430 Nelson Rd suite 202a Longmont, CO 80501

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:02/15/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

   
  Complaint: 22944980
  
  I am rejecting this response because: I can see no reply to my complaint as yet
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/25/2025

  Lindsay 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22944980
  
  I am rejecting this response because: I can see no reply to my complaint as yet
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22944980
  
  I am rejecting this response because: I can see no reply to my complaint as yet
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22944980
  
  I am rejecting this response because: I can see no reply to my complaint as yet
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22944980
  
  I am rejecting this response because: I can see no reply to my complaint as yet
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/16/2024

  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.

  My garage door was going up and down by itself. They told me the motherboard was fried and the whole thing needed to be replaced. I spent ***** and it still kept happening. I had them bring the old unit back, with much resistance from the owner. I was not home when they did the install and did not tell them to take the old one. They brought it back and I had another company look at it and there was nothing wrong with it. It just needed to be reprogrammed. They told me they were going to pick up the old one and give me my money back so I called this morning and the office manager told me the other owner, ******* would be calling me. I dont understand why I need to talk to anybody else about this. I want to return the unit and get a refund being that they lied and told me the old one had a bad motherboard. My across the street neighbors had been watching my garage door go up and down by itself for a week.

  Business Response

  Date: 02/21/2024

  We strive diligently to deliver the highest standard of service, and it is regrettable to learn of your dissatisfaction. Regrettably, we are unable to issue a full refund as certain aspects of the transaction were overlooked on your part. We recognize that lapse in memory can occur, particularly in moments of frustration, and as a company, we take full accountability for our errors and endeavor to rectify them promptly. However, regrettably, this instance does not align with the circumstances warranting such action.
  On February 12, 2024, you contacted us via our website at 10:07 AM, reporting an issue with your garage door intermittently malfunctioning and ultimately failing to operate, resulting in a vehicle being trapped inside. In response, we promptly scheduled a service appointment for 11:00 AM. However, upon your request, the appointment was rescheduled for 12:00 PM to 2:00 PM, to which we accommodated accordingly. ************** was dispatched at 1:12 PM and arrived promptly at 1:18 PM.
  
  Upon arrival, the technician diligently endeavored to diagnose the problem, investing considerable time exceeding an hour. Despite efforts, the issue could not be replicated. Nevertheless, based on the observed symptoms by the resident, the technician advised that the malfunction was likely attributable to a faulty logic board, elaborating on potential causes such as radio frequency interference, particularly affecting older models but was probably not the case with this since it was a newer model. Although it was suggested to pursue warranty coverage from the original vendor, this avenue was unavailable due to lack of pertinent information on customers part.
  
  Further inspection revealed visibly damaged springs, prompting the recommendation for unit replacement. Subsequently, the technician proceeded to replace the opener and springs, a process extending the service duration to nearly four hours. Upon completion, thorough instruction on the operation of the new opener was provided, ensuring your familiarity with its functionalities.
  
  As an accredited member of the ********* of ********************* and Accreditation, our foremost commitment is to furnish consumers with informative guidance for informed decision-making regarding garage door-related matters. We aim to empower residential and commercial customers alike in discerning quality within the door and access systems industry, thereby fostering safety and averting issues stemming from unqualified service providers.
  
  Subsequently, you initiated a series of 15 phone calls within a mere 22-minute interval. During these calls, it was evident that you expressed your frustrations in a confrontational manner, including instances where you vocally demanded the immediate return of the opener while adamantly contesting any associated disposal fees. Furthermore, the on-call technician fielded your repeated calls, consistently explaining that efforts were being made to contact the relevant technician to ascertain the status of the opener. Despite his assurances and requests for patience, you persistently called back at intervals as short as two minutes, disrupting his attempts to resolve the situation.
  
  Upon the eighth call, understandably overwhelmed by the relentless barrage of inquiries, the technician, albeit in an uncharacteristic manner, responded with a statement emphasizing clarity. While not the most ideal or polished response, it's important to recognize the human element in such situations. The technician's reaction, while not condoned as an appropriate professional response, reflects the understandable strain caused by the persistent barrage of calls and the challenging circumstances of the interaction.  " I am speaking plain English Im not sure what youre not understanding. " 
  
  Following the return of the unit, you persisted in contacting us, indicating that another individual had disassembled the opener, reinstalled your old one, and claimed it was functioning. However, it's essential to clarify that the issue at hand wasn't merely whether the unit was operational; rather, it pertained to the erratic behavior you reported, suggestive of underlying logic board issues. While a reprogramming attempt might yield temporary results, the fundamental concern remains unresolved, potentially leading to a recurrence of the problem. Which all this was thoroughly explained before work was performed . 
  
  In essence, there exists a multitude of transient garage door service providers who offer quick fixes at low costs, only to vanish thereafter. At Primos Garage Doors, we pride ourselves on prioritizing education, safety, and customer satisfaction, standing apart from such transient entities. Our commitment extends beyond mere transactions; we offer comprehensive warranties and invest time in educating our customers about their products.
  
  The decision not to issue a refund wasn't based on disagreement with your feedback or the images you provided, which admittedly were somewhat unclear. Rather, it stems from the fact that you engaged our services for four hours, inclusive of numerous phone consultations. We endeavored to educate you on your products and provide warranty coverage. However, your decision to dismantle the opener and enlist the assistance of an untrained individual for its reinstallation of the old unit complicated matters.
  
  In such instances, allowing our trained professionals to assess and address the problem is crucial. While you mentioned experiencing similar issues with the new opener you did not allow us to get back out to address or see the problem, opting to involve a neighbor for its dismantling and reinstallation of the old unit hindered our ability to honor the warranty effectively. We emphasize the importance of collaborative problem-solving and urge against ***** actions driven by frustration.
  
  Ultimately, expecting a full refund after removing and reinstalling the unit independently is impractical. Its important to note that we did extend an offer to refund the disposal fee and half of the opener totaling $515 with the return of the opener . Although we regret that you chose to decline this resolution. Our aim is always to find mutually satisfactory solutions, and we remain open to further discussion should you reconsider.. We remain committed to resolving issues promptly and comprehensively but require cooperation from our customers to do so effectively.